I'm wondering if anyone has high level outline that includes solutions for some of the process gaps in the HAM Pro workflows.
1) The first gap I see is how to handle replacements that are outside of the usual definition of qualified refresh. Say a user has damaged a relatively new laptop, not eligible for refresh, but for sake of not having to ship a loaner and then a permanent replacement, how would we handle a 'swap' for a remote user. I was thinking why don't we just use the refresh workflow for the included asset reclamation part. Is there a better way? A big problem is local IT or remote tech support immediately defaulting to a loaner option because they are not sure if user is eligible for refresh.
There is the asset actions under incident, what if we had multiple triggers for 'loaner' or 'replacement' ( asset reclamation included ), or a standard catalog item if user wanted a new replacement outside of refresh?
Any thoughts welcome!
