One2One

Workflow for Processing an Incident

Area 1 – Create

• When a device has an issue, a One2One incident ticket is created (Create a New Incident under Need Repair) by either the school ITRT or technology support analyst.
  • Before creating an incident, the device must either be assigned to a student or belong to an inventory account. Each location has an inventory account (e.g. CMB-Inventory).
• The creation of the incident will automatically create a SysAid ticket for the Technology Services Group (TSG) to begin work on the issue (Areas 2 and 3).
  • The TSG support team is automatically notified about the ticket.
• The school may assign a loaner device to the student while their device is being repaired.
  • The deviceto be service is not to be unassigned from the student.

Areas 2 and 3 – Process

• The ticket created in SysAid by One2One is assigned to a member of the Technology Services team. The team may also include the school tech team (e.g. ITRT) as a Cc on the ticket.
  • The Technology Services team member(s) work to resolve the ticket, and update the SysAid ticket with the necessary activity entries.
  • If the resolution includes parts for the device, those are added to the One2One incident by the Technology Services team
• When work is completed, the SysAid ticket is closed, and if associated with a school, notification is sent to the school tech team (respective ITRT and support analyst). The school tech team completes the process (Area 4) associated with the open incident in One2One.

Area 4 – Close

[ draft working notes ]

• School tech team reviews the incident. If parts were associated with the repair they should be listed.
  • If a part was provided under warranty it should have that box checked.
• When closing a ticket, the Fee value will be summation of costs for warranty and non-warranty.
  • Should we allow adjusting of the Fee to represent the cost “billed” to the student?
  • Should we leave the Fee total to be as is, and make a note of what cost, if any, will be sought from the student.
• When closing a ticket, the school tech team needs to decided is the device left assigned to the student, etc.

After logging into One2One, search using the search bar for the device by asset tag, serial number, or service tag (Windows only).

Once found, click on Create Incident to open a new incident creation window. The first step is to Select the Incident Type, then select Needs Repair from the drop-down.

Select one or more Issues from the list and provide additional information in the Notes box.

If a loaner device is to be issued to the student, provide the device’s asset tag in the Loaner Device Asset Tag field, and mark if it is a Daily Loaner or a Loaner that will be longer than the day.

Their is an optional step to send an email Notification to the student and any additional person. It is recommended that the student receive a copy of the incident report for their records.

The last step is to click on the Create Incident button. This creates the incident in One2One, and in adddition will automatically submit a ticket to the Technology Help Ticket system (SysAid). The processing of the incident (e.g. assessment, repairs, cost management) will be handled by the Technology team.

A new screen that is the Incident Summary information. For device repairs that will be serviced by the Technology team, the Incident Summary should be printed using the Print Incident button, and include the printout with the device.

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Once a new repair incident is created, a ticket is automatically submitted to the Technology Ticketing System (SysAid). The processing of the incident, and updates about status are managed by the Technology team.  After logging into One2One, search using the search bar for the device by asset tag, serial number, or service tag (Windows only).

Click on the device icon where it says Needs Repair. This will display the device’s information screen where incidents, current and closed, can be easily found. To open a current incident, select Details from the Current Incident area.

The Incident Details screen is used to capture the status of the incident, tracking of parts and costs for the incident, and progess of the work. The following figure shows a sample Incident Details screen. In the Repair Center section, the Work Order should be clicked to enter details regarding the repair progress.

After clicking Work Order, the Repair Case screen is displayed. On this screen that both progress (Section 1)  and Repair Parts (Section 2) can be entered. The capturing of parts allows FCPS to accurately track costs, and progress allows the customer to know the status of the repair. Notes (Section 3) can and should be added by the support analyst to assist with later review of all repairs. There is even the ability to provide an estimate of time (Section 4) to repair.

The progress bar (Section 1) is updated by the Technology Services staff. If parts are required for the repairs, they will be annoted in the Repair Parts (Section 2) area. In Section 2, if you start to type Laptop, Chromebook, or Hotspot in the dialog box, a list of available parts will appear. Any part not listed, please notify Bonnie Mauck so we can add missing components.

Information about those two sections is available below. After adding content to the Repair Case screen, select Back to Incident button.

There are eight status that are available on the progress bar. FCPS is only requiring use of the four highlighted. As the device repair progresses, the status will be updated by the support analyst.

1. Intake – this is set by default when an incident is created.
2. With Technician – this is set when the device has been picked up/delivered to the support analyst for repair.
3. Waiting on Parts – if parts need to be ordered for repairs, then this status will be set.
4. Finished – when all work has been completed, this status is set and the device is scheduled for delivery back to the school.

For example, when the device is picked up at the school and delivered to the repair depot, the status should be updated to With Technician. If parts have to be ordered, then it would be set to Waiting on Parts. Once a device repair has been completed (including complete replacement of device), Finished is selected. The next step is to Close a Repair Incident.

We have created generic parts for hotspots, Chromebooks, and laptops/desktops. The pricing is based on highest part price for all models. With the various manufacturers/models deployed in FCPS, it is easier and more efficient to use generic parts. If you start to type Laptop, Chromebook, or Hotspot in dialog box, a list of available parts will appear. Any part not listed, please notify Bonnie Mauck so we can add missing parts.

The following is a sample of parts in One2One.

Wi-Fi Hotspots

• Hotspot AC Adapter 
• Hotspot Battery 
• Hotspot Replacement Unit 

Chromebooks

• Chromebook AC Adapter
• Chromebook Battery 
• Chromebook Camera Board 
• Chromebook Camera Cable 
• Chromebook Case 
• Chromebook DC-in Jack 
• Chromebook Hinges 
• Chromebook Keyboard 
• Chromebook LCD Assembly 
• Chromebook LCD Cable 
• Chromebook Motherboard 
• Chromebook Protective Case
• Chromebook Replacement Key
• Chromebook Replacement Unit
• Chromebook Screen 
• Chromebook Speaker
• Chromebook Touch Screen
• Chromebook Touchpad

Laptops

• Laptop AC Adapter 
• Laptop Audio Jack 
• Laptop Battery
• Laptop Case
• Laptop HDD
• Laptop Hinges
• Laptop Keyboard
• Laptop Motherboard
• Laptop Power Port
• Laptop Replacement Key
• Laptop Replacement Unit 
• Laptop Screen
• Laptop SDD
• Laptop Touchpad

Closing of the incident blah blah blah.

Students, staff, and devices are assigned to a location (building). When bulk loading staff and devices the buildling Code is used to reflect what location will be assigned to the individual or device.