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Requestors are the point-of-contact for the Repair; this can mean any of the following:
Device user, if they are the most appropriate person to receive updates
Delegate, such as an executive admin to avoid contacting a VIP
Unit contact, in ‘No User’ situations (see below)
The Request ticket stays assigned to NIT while other tasks may be created for other groups
All MWS Repair Requests will ask NIT to confront these decisions:
Repair vs Replace
Repair - the broken hardware should be repaired
Replace - the broken hardware should be disposed (or repaired separately in a different ‘No User’ Repair Request) and new permanent hardware should be purchased or pulled from unit stock
Replacement Source:
NIT - choose when NIT has access to a permanent replacement in their own stockroom
Depot - choose when permanent replacement hardware is in stock at Depot
Depot New Order - choose when Depot needs to order a permanent replacement
User vs No User
User - broken device has a user (or delegate) that should be updated regularly on the progress
No User - broken device does not have a user actively interested in its progress
Select Repair Unit: NIT vs Tech Repair
NIT - no additional tasks will generate (NIT can conduct the repair without a task); branch ends
Tech Repair - this will queue up the task sequence to have Depot transport the device and ITS Tech Repair to perform the repair work; branch ends when the Repair task is closed (Tech Repair follows this process in KB 4614 to make the final Depot task ad hoc)
🚧 A Choice Step will put these tasks on hold until NIT is ready for Depot to pickup
See next section header for details
Loaner Needed: Yes vs No
Yes - conditional decision appears:
Who will provide the Loaner: Depot vs NIT
Depot - task will generate for Depot to start the Loaner process; normal tasks proceed until loaner computer is back in Depot custody (choose this for Depot-owned Loaners)
NIT - single task will generate for NIT to prep/deploy/retrieve the loaner; branch ends upon closure of this task (choose this when you have the Unit-owned Loaner already on hand)
No - no loaner tasks will generate; branch ends
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