MiWorkspace Hardware Repair
- Kristen Nemchik Bolger
Overview illustration of the current TDx form decisions and workflow triggers:
What Applies to All MiWorkspace Hardware Repair Requests
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
NIT - single task will generate for NIT to prep/deploy/retrieve the loaner; branch ends upon closure of this task
No - no loaner tasks will generate; branch ends
'Broken device ready for Depot pickup' Choice - Next Steps
Choice Step assigned ITS-NIT (matches Request’s Responsible Group)
Yes - select this option only once you have the broken device ready for Depot to pickup
Cancel - select this option if the hardware does not need to go to Tech Repair after all
No further tasks will spawn for this branch
If you chose Cancel by mistake, the workflow must be reset. Go to the Actions menu of the ticket and choose Remove Workflow. Then return to the Actions menu and choose Assign Workflow, then pick the MiWorkspace Hardware Repair Workflow from the dropdown on the next screen.
Changes from Previous WF & Other Notes
Previous Workflow | New & Improved Workflow |
|---|---|
If “Tech Repair” is selected as the Repair Unit on the Form, as soon as the workflow is attached (whether from initial creation or via manual attachment from the Actions menu after converting to the correct form) the ITS-Depot task to Pick Up the broken device and take it to Tech Repair spawns immediately. This would routinely create a situation where Depot would dispatch out to retrieve the device but it was not ready yet. | If “Tech Repair” is selected as the Repair Unit on the Form, as soon as the workflow is attached a Choice Step spawns immediately assigned to the Ticket Responsible NIT Group: “Broken device ready for Depot pickup” with (Yes/Cancel) choices. This gives NIT breathing room to intentionally click “Yes” on that Choice Step to initiate the pickup by Depot to take to Tech Repair. |
The above problem was further compounded if “Tech Repair” is selected as the Repair Unit and “Depot” was selected to provide the temporary loaner. Depot could and often did come to pick up the broken device before they had even imaged and delivered the requested loaner, which may have prevented the user from giving up the device. | Same as above, but maybe crucially important to delaying the pickup of the broken hardware to allow for the deployment of a temporary loaner. |