incident resulting in swap for broken laptop

[sarawright]

Hi all.  First time posting for help and I am sure my client is not the only one experiencing this scenario.   

Customer reports incident for their laptop not functioning properly

Tech determines it needs to be replaced (either due to amount of time repair is needing or if repair is not possible).

How do we record the issuance of the new laptop to the customer?  Do we create a service request? What is the workflow?   We need to ensure a few things 1) the broken asset is returned for possible repair and set back to stock for redeployment 2) the replacement laptop is provided and 3) we would like to be able to track how many laptop deployments are the result of incidents or broken laptops as compared to those for new joiners or new demand.

[Dr Atul G- LNG]

Hi @sarawright 

Yes, in this case, the new laptop must be issued via Request only.

How do we record the issuance of the new laptop to the customer? 

Atul: OOTB, on the incident form , the UI action, create request is available, which provide the linkage of Inc and Request.

Do we create a service request?

Atul: Yes

What is the workflow?   

Atul: The flow should be the same as requesting as a new request. The only difference is the first task return  the old loop and then 2nd task issues a new laptop. You can see OOTB flow for new laptop requests. It depends on the process that your client is following.

We need to ensure a few things: 1) the broken asset is returned for possible repair and set back to stock for redeployment.

Atul: Yes, for that, add a task on flow.

2) The replacement laptop is provided

Atul: Yes, again, as I said, a new task needed here.

and

3) We would like to be able to track how many laptop deployments are the result of incidents or broken laptops as compared to those for new joiners or new demand.

Atul: Yes, you can do it easily. Create a report on an Incident table or Request table, and you can track it easily.