Me and my team have been going back and forth on this scenario for a few days and I was interested to see how other teams document these issues.
Scenario:
- User’s laptop is not booting, because of this they are unable to launch their Project Management software to work.
- Tech provides a loaner laptop so the user is able to launch the Project Management software and start working.
- Tech determines they need to replace a board on the user’s laptop, piece will take a few days to come in.
- Tech needs to track and document the loaner laptop’s return
What record(s) do you all currently or would you use to track this interaction?
Opinions on my team have ranged from
- a single incident
- two incidents; the user not being able to perform work and the laptop issue and then a service request to track the loaner
- Creating a new Service Request process for Hardware Replacement to track the laptop return and loaner
- An incident for the user not being able to work and then the rest in a Problem record.
