Guide Overview
This guide is designed to give Agents and Administrators an overview of the following AlwayLearningTM topics:
- Sending a device in for repair.
- Utilizing spare pool devices.
- Monitoring, completing or canceling the repair process.
Not what you were looking for? Perhaps one of these other guides will help:
- Batch Ticket Operations – A guide designed to give users an overview of using bulk ticket operations when working, duplicating, and assigning tickets to work packages.
- Navigating Tickets – A help guide that provides details on how to use ticket view filters as well as general ticket information.
- Working Tickets – A guide designed to give users an overview of adding and editing resolution actions to tickets, commenting on tickets, accessing and editing general information on tickets, as well as assigning tickets to an agent.
- Working with Assets – A help guide that provides details on types of assets, using filters when searching for assets, editing assets, and how to print asset labels.
Guide Index
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
Introduction
If a hardware device is covered by a Lexicon AlwaysLearningTM maintenance solution, you can submit the device for repair within Incident IQ. This gives you direct oversight of a device’s repair from the moment you send it in for repair to the moment it arrives back at your facility.
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Submitting a Repair
When viewing a ticket, if the asset is covered under an AlwaysLearning™ plan you will see the following displayed on the right side:
You will now need to start the ticket and confirm the issue. Once you do so this box will instead contain a Send for Repair button. This will now allow you to send the AlwaysLearning™ device to the vendor for repair.
When you’ve started the repair submission process, a dialogue box will appear, displaying the problem types associated with the device, and which problems can be remediated with an AlwaysLearning™ repair. Select Continue to proceed with the repair submission.
Issuing a Spare Device
When a device is sent for repair, you might want to issue an AlwaysLearning supplied spare device for use while the original device is out of commission. Incident IQ will prompt you about issuing a spare device. If you are issuing a spare, enter the asset tag of the spare device from the available spare pool, and select Lookup. Once the spare has been found, select Continue (With Spare).
Enter the information for return shipping, including the location it should be shipped to, and the name of the person that should be included on the shipping label.
You can now review and confirm the details of your repair order. Select Submit for Repair to complete the submission process.
You can also issue a spare after the device has already been submitted for repair. If you’d like to issue a repair after you have submitted your damage device, navigate to the help ticket and select Issue a Spare from the asset details window.
Monitoring Repair Progress
You can monitor the status of your repair in the ticket details. The status will automatically update as the repair progresses.
If you’d like to see all tickets that contain devices sent for repair, you can filter tickets by the status, “In Repair (Vendor)”. Adding this filter will display all tickets containing assets currently under repair.
Completing the Repair Process
Once a device has been repaired and shipped back, the ticket will automatically update the status of the AlwaysLearning order to reflect this. At this point, you will need to acknowledge that you have received the device back from repair. To do so, check the box next to Receive Repaired Device.
Now you will need to return any spare devices currently issued out. Click on the Return Spare button located in the asset details section on the right-hand side of the ticket.
Once the repaired device has been received and the spare device returned to the spare pool, you will now be able to resolve the ticket.
Canceling a Repair Request
In the event that you need to cancel a repair request for any reason, simply click on the Cancel Repair button located in the asset details section on the right-hand side of the ticket.
This will cancel the repair not only in Incident IQ but in the repair vendor’s system as well. Any equipment already picked-up for repair will also be returned upon ticket cancelation.
Troubleshooting Common AlwaysLearning Issues
The following section is designed to give step-by-step guides to troubleshooting common issues that may arise while working tickets with AlwaysLearning devices. If your issue is not listed here please contact your local IT administrator for assistance.
My asset does not appear to be covered by AlwaysLearning.
- First, check to ensure that the asset on the ticket is a specific device and not a model or model category. AlwaysLearning checks against asset serial numbers and asset tags when determining if they have coverage or not. If it is not a device, select Options > Change to Device in the asset information section of your ticket and search for the device in question.
- If step one does not resolve the issue, check the serial number and asset tag of the physical device against the asset information stored in Incident IQ. If it is incorrect in the system, you will need to either update the asset information or contact someone in the district that can do so for you.
- If the asset still does not flag as an AlwaysLearning device after checking steps one and two, then contact your local IT administrator. They will be able to determine coverage as well as contact Incident IQ support for a resolution in the case that it should be.
My asset is covered but I do not see the Send for Repair button.
- First, check to see if the ticket has been started and the issue confirmed. The Send for Repair button will not appear while these two conditions have not been met.
- If the Send for Repair button still does not flag when the ticket has been started and the issue confirmed, contact your local IT administrator to check your permission settings. The ability to send a device in for repair requires the Send Asset for Repair permission.
- If the Send for Repair button does not populate for a device after checking steps one and two, then have your IT administrator contact Incident IQ support for further assistance.