Creating New Tickets – Hardware Service
This section describes how to create a new hardware service ticket.
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1.
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From the Category drop-down list, select Hardware Service. |
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2.
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Enter the relevant sub-level: |
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Repair (RMA): Devices that need to be returned for repair and then returned back to customer after repair. No replacement. |
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Advanced Hardware Replacement (AHR): Devices that have a contract for replacement prior to return. |
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Dead On Arrival (DOA): New devices that arrived on the site unworkable and need replacement. |
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Managed Spares (MGSP): Devices that have managed spares services requiring replacement on site. |
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On Site Spare Unit (OSSU): Devices that must be replaced as a spare after the main device has had a failure. |
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Subject: Short description of the reported issue. |
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Description: Use this field to accurately describe the type of Hardware failure. Provide details on the LED status, symptoms of HW failure and all relevant information to help the assigned engineer understand the issue and assist with processing the hardware service. |
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3.
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Priority: Choose from the following priorities. |
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Service is unavailable or severely degraded |
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Ability to administer the product is lost |
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Calls are processing but an issue exists with a specific feature or function |
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Ability to administer the product is affected |
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Service and/or Performance is unaffected |
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General question, information, documentation, or firmware request |