Smart Locker System - Core Concepts and Workflows
Smart Locker is a secure device management system that enables organizations to store, manage, issue, and receive devices through smart lockers. It provides controlled access, tracks every device movement, and maintains a complete audit trail to ensure accountability.
The system allows users to manage lockers, devices, stores, and employees, while enabling users to securely request, pick up, and return devices using configured authentication methods. It also supports device tracking, service requests, and role-based access for efficient day-to-day operations.
Concepts Overview
This section explains the core concepts used across the Smart Locker system. Understanding these concepts helps users of all roles navigate workflows confidently. The Smart Locker system is built around secure device storage, controlled access, asset management, remote support, and system integrations.
Users & Access
User Roles
User roles define responsibilities and access levels within the system.
- Employee – Requests and use devices
- Tenant Admin – Manages devices, lockers, employees, and requests
Employee
An employee is an end user of the Smart Locker system who interacts with devices assigned to them.
Employees:
- Create pickup, drop-off, and service requests
- Access lockers using approved authentication methods
- View assigned devices and request history
- Manage their profile and account security
Employees do not manage system configurations or other users.
Tenant Admin
A Tenant Admin manages all Smart Locker operations within their organization.
Tenant Admins:
- Configure and manage lockers, devices, and stores
- Create and manage employee accounts and permissions
- Monitor and track device requests and movements
- Maintain system settings such as app configurations and roles
- View activity logs for auditing and tracking
Tenant Admins operate within the scope of their assigned tenant.
Permissions
Permissions control what actions users can perform in the system.
Permissions:
- Are assigned through roles
- Restrict access to features like devices, lockers, and requests
- Help enforce security and accountability
Authentication Method
Authentication methods are used to verify users during locker access.
Supported methods:
- NFC Card
- QR Code
Authentication ensures secure, authorized, and traceable device access.
Smart Locker Infrastructure
Locker
A locker is a physical Smart Locker assigned to a tenant.
Lockers:
- Contain multiple slots and terminals
- Enable secure device pickup and other type of requests
- Are accessed using authenticated methods such as QR codes or NFC
Slot
A slot is an individual compartment within a locker used to store a single device.
Slots:
- Hold one device at a time
- Can be empty or occupied
- Are updated automatically after locker interactions
- Determine availability during pickup and drop-off requests
Terminal
A terminal is a secure compartment used for instant device access and servicing.
Terminals:
- Hold devices during service activities
- Support remote access and troubleshooting
- Can be empty or occupied
- Are updated automatically after interactions
- Determine availability for service requests
Device Management
Device Type
A device type represents a category of devices, such as Laptop or Phone.
Device Types:
- Group similar devices
- Help track availability across locations
- Are used to enforce device limits and request rules
- Indicate stock status (Available, Low Stock, Not Available)
Device
A device is a physical asset such as a laptop or phone managed within the system.
- Are uniquely identified using a device code
- Move between different states:
- Store
- Locker
- In Use
- Change location only after successful request completion
Device Condition
Each device also maintains its physical condition.
| Condition | Description |
|---|---|
| Good | Device is in working condition and available for normal use. |
| Bad | Device is damaged or faulty and requires maintenance before it can be reassigned. |
Device Movement
Device Movement is the process of transferring a device between different locations or states within the Smart Locker system.
Device Locations
Each device exists in one of the following operational locations.
| Location | Description |
|---|---|
| In Store | Device is available in the store inventory and not assigned. |
| In Locker | Device is stored inside a locker awaiting pickup or drop-off. |
| In Use | Device is assigned to a user and currently being used. |
Note: The Current Location field helps authorized users track where every device is at any time.
Device Movement:
- Tracks the location of every device
- Records movements between stores, lockers, employees, and maintenance
- Updates device status after successful request completion
- Maintains a complete audit trail of device transfers
- Ensures accurate asset tracking throughout the device lifecycle
Device Quota
Device Quota defines the maximum number of devices of a specific device type that a tenant or employee is allowed to own.
Device Quotas:
- Control the number of devices assigned to a tenant
- Can be enabled or disabled for each device type
- Help manage inventory allocation
- Prevent tenants from exceeding their assigned device capacity
- Support efficient resource planning
Device Limit
A Device Limit specifies the maximum number of devices that can be configured when a device quota is enabled.
Device Limits:
- Apply only when device quotas are enabled
- Define the maximum quantity allowed for a device type
- Cannot be set lower than the number of devices currently owned
- Help maintain accurate inventory control
- Can be updated as organizational requirements change
Store
A store is a physical or logical location where devices are kept when not assigned to users or lockers.
Stores:
- Hold devices in bulk
- Act as starting or ending points in device movement
- Help tenants monitor inventory and availability
Requests & Workflow
Request
A request represents an action to move or manage a device within the Smart Locker system.
Types of Requests:
- Device Pick-up Request – Collects a device from a locker
- Device Drop-off Request – Returns a device to a locker
- Device Service Request – Submits a device for remote servicing, troubleshooting, or maintenance through a terminal
Requests:
- Generate a QR code for locker access
- Follow a defined lifecycle from creation to completion
- Update device location only after locker interaction
- Are tracked for visibility and audit purposes
Request Status
Request Status indicates the current stage of a request.
Common statuses include:
- Pending – Request submitted and awaiting processing.
- Processing – Request is currently in progress.
- Closed – Request completed successfully.
- Cancelled – Request cancelled before completion.
Remote Support & Configuration
Gateway
A gateway is a communication endpoint that enables the Smart Locker platform to connect with and manage IPKVM devices used for remote device servicing.
Gateways:
- Provide secure communication between the Smart Locker platform and IPKVM devices
- Allow users to register and manage gateway connections
- Support communication with multiple IPKVM devices based on configured capacity
- Validate connectivity before use
- Are used during remote device service operations
Device Service
Device Service is the module used to configure newly installed Smart Locker kiosks before they become operational.
Device Service:
- Detects newly installed kiosks awaiting configuration
- Allows users to configure locker slots and terminals
- Establishes communication between the platform and kiosk hardware
- Validates hardware connectivity
- Prepares kiosks for tenant assignment
- Moves configured kiosks to Pending Lockers
Service Desk
Service Desk is the remote support module that enables Tenant Admins to assist employees with device-related issues through live communication and remote device access
Service Desk:
- Displays all device service requests
- Allows Tenant Admins to join active requests
- Supports live video and audio communication
- Enables remote access to the employee’s device through the IPKVM Gateway
- Allows remote troubleshooting
- Enables remote locker slot opening when required
- Tracks service request progress until completion
ServiceNow
ServiceNow is an external IT Service Management (ITSM) platform integrated with the Smart Locker system to automate device management and support workflows.
- Synchronizes device requests and approvals
- Automatically creates and updates service tickets
- Tracks device lifecycle and asset status
- Records incidents, maintenance, and repair activities
- Synchronizes physical locker actions with digital IT workflows
- Improves asset visibility, traceability, and operational efficiency
IPKVM
An IPKVM (IP Keyboard, Video, and Mouse) is a piece of hardware located inside the locker terminal that enables Tenant Admins to securely access and control an employee’s connected device during a service request.
- Captures the video output of the employee’s device and transmits the admin’s keyboard and mouse inputs back to it
- Enables real-time, low-level troubleshooting of the device without requiring physical access
- Works with the configured Gateway to establish a secure communication tunnel
- Is actively used during Service Desk sessions once the employee plugs their device into the terminal
- Allows administrators to diagnose and resolve device issues remotely as if they were sitting in front of it
Monitoring & Auditing
Activity Log
Activity Logs record all significant actions performed within the system.
Each log entry captures:
- Action performed
- User and role
- Related entity (device, locker, request, etc.)
- Date and time
Activity Logs support auditing, monitoring, and traceability.