Please use this page as a guide for when creating hardware replacement cases.
Step 1. Create or find the support case associated with the hardware replacement request. In the example below I have created a new support case since I handled the initial call. Complete all of the fields marked in red.
Step 2. Once you have created the case, resolve it as the support portion of the process is completed.
Step 3. Clone the case. You will use the cloned case as the starting point for your replacement case.
Step 4. Once the original support case has been cloned, under 'Case Information' section select to change 'Case Record Type'
Step 5. The record type will default to 'Support Case' Change the case type to 'Replacement Hardware case' and click continue.
Step 6. Complete the sections marked with a red bar as shown below and click save. The Parent case number will always be the original support case. Very important that you use the correct drop down options for reporting purposes.
*Important* It is imperative that you list the following correctly:
Disabled Asset Type
Disabled Asset SN#
Number of devices needed to replace, IP address and PSU if applicable.
*If you have multiple replacement devices of like kind i.e: 2 thermal printers, you may use one replacement case. If you have multiple different replacement devices such as a Pos and printer you must use separate replacement cases.*
Step 7. Once the replacement case has been made, change the 'Case Owner' from yourself or the creator of the case to the 'TechOps Queue' and click save.
*Important* If the step above is not completed TechOps will not move on the case which will delay the shipping of the hardware and cause a negative customer experience.