Refresh Tickets coordinate refresh activity for customers on campus and at home.
Customers are emailed and invited to a customized web page. The Customers screen invites Customers to walk the Refresh Wizard to confirm their location, address, device, peripherals, and software information.
Approvers are provided an interface to approve refresh tickets and are reminded weekly of their unit’s refresh tickets. Approvers are defined on a refresh ticket’s Refresh Config.
Once a refresh ticket is approved, MiWorkspace staff order and prepare the equipment. What happens next is up to how the refresh ticket is configured. There are a variety of styles and options that guide the behavior of each refresh ticket.
Styles
Remote Customer (@home) Refresh for Windows or Mac
Refresh Wizard requires a shipping address. When a replacement system and tracking number are input Otto emails them directly to the customer
On Prem refresh for Windows or Mac
Invites customer to walk the wizard to confirm on campus address. When a replacement system is provided, the customer is emailed inviting them to pick a schedule slot for a day1 appointment.
User Specified Location
Invites customer to walk the wizard but specifies a location for them to visit at the schedule slot’s time.
Customer picks a schedule slot as normal, but communications stress the unit specified location.
A Delegate receives all communication instead of the User for VIPs.
No Customer tickets are for labs and loaner systems. No emails are sent.
Bump Down
Replacement system is provided at ticket creation. Supports legacy/recycled devices.
Options:
Can Customize Computer: Without this, the customer is merely notified of which device has been selected for them (the proposed model). With this enabled, the customer is allowed to pick a different device from a list of all approved models for their organization, and they may also indicate that none of the available models in the list are adequate.
Can Customize Computer Platform: When enabled, this feature also allows the customer to select systems of a different platform than their Proposed Model.
Can Request Different Device: If Can Customize Computer is disabled, this allows customers to indicate that the proposed model is inadequate.
Can Customize Peripherals: Allows the customer to select any approved peripheral for their organization. This also allows them to modify any peripheral bundle items. If this is not enabled, they simple see any items from their peripheral bundle displayed.
Can Customize Software: Allows the customer to request specific pieces of software from a curated catalog.
Schedule Slots
Customers pick a Schedule Slot for on-prem refreshes for the day1 time. This day1 time also defines the build/deliver events for depot and NIT.
The Schedule Slots that are available to customers are defined by Schedule Slot Preferences. This allows each Support Team to define their own schedule of availability for customer refreshes.
Schedule Slot Admins (NIT leads) are expected to define and monitor their Schedule Slot Preferences.
Schedule Slots are created each night 5 weeks in the future. Therefore Schedule Slot Changes are not immediately reflected.
Schedule Slot Admins may also delete schedule slots from the calendar in order to react to scheduling/staffing issues
Schedules and Reschedules
Every Otto ticket creates a corresponding TDX ticket and tasks. Each Refresh Ticket links to its TDX ticket.
If a refresh ticket’s day1 must be rescheduled, Otto allows you to Trigger a Customer Reschedule, or directly assign a new schedule slot. When this happens, Otto updates its TDX ticket and tasks, and emails the customer with a new appointment reminder.
Notes
Replacement Windows systems are automatically prestaged and Otto closes the TDX prestage task.
Otto Emails the Mac Engineering team each time a Mac replacement system for @home is assigned for MDM setup.
The emails Otto sends to a customer are logged on the Refresh Ticket. The Audits track the lifecycle of Otto properties, the Events track changes made to TDX and other external sources.
The Schedule Slots link on the refresh tickets page provides a calendar overview of all of the schedule slots in Otto. You can filter this calendar by Support Team.
Additionally, calendar links are provided at the bottom of the page that you can subscribe to in order to see the Schedule Slot times on your own calendar.
Terms:
A Refresh Ticket has an Existing System which is the customer’s current machine that is being replaced.
A Refresh Ticket has a User who is the customer who uses the existing system. The User is assigned from TDX when the Refresh Ticket is created.
A Refresh Ticket gets assigned a Replacement System which is the new system that’s being given to the customer.
A Refresh Ticket has a Group, which is the Otto group that the replacement system is placed in when it's assigned.
A Refresh Ticket has a Support Team, which is assigned from TDX when the Refresh Ticket is created.
The Customer eventually picks a Schedule Slot which represents the date and time they are available for NIT to deliver and setup their Replacement System.
Access:
Refresh Administrators are selected staff in NIT who can create and edit refresh tickets, batches, and configs. Refresh Admins may reschedule refresh tickets in bulk on the Admin tab.
NIT may view all refresh activity and may Reschedule refresh tickets.
Schedule Slot Admins (NIT lead staff) may edit Schedule Slot Preferences, which are necessary to schedule on prem refreshes
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