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Employee Request Cycle Workflow

This section explains how Device Pickup, Device Drop-off and Device Service requests move through the system from creation to completion.

Device Pickup Request

A Device Pickup request is used to collect a device from a locker for usage or maintenance.
This workflow ensures secure access, traceability, and accurate device location updates.

Workflow

To create a device pickup request, follow the steps below:

  1. Select Device Type
    The user selects the type of device required (for example, Laptop or Phone). The system identifies an available device of the selected type for the request.

    (Note: Pickups are subject to assigned device quotas. If a user exceeds their quota, the pickup request will be rejected.)

  2. Provide Issue or Notes
    Enter any issue or notes describing the reason for the pickup request or any special requirements.

  3. Select Pickup Locker
    Select the locker from which the device will be collected.

  4. Confirm Request Details
    The system displays a summary including:

    • Device type
    • Issue or notes
    • Pickup locker location

    Review the information and confirm the request.

  5. QR Code Verification and Pickup

    • Each user is assigned a unique QR code that is used for all device requests.
    • The user scans their QR code at the selected locker.
    • The system verifies the user, identifies the active request, and unlocks the assigned locker compartment.
    • The user collects the assigned device, and the pickup request is completed successfully.

Outcome

  • The request status is updated to Closed after successful pickup.
  • The assigned device location is updated to In Use.
  • The device is associated with the user until it is returned through a Device Drop-off request.
  • The request remains available for tracking and audit purposes.

Device Drop-off Request

A Device Drop-off request is used to return a device to a locker after use or to place it into the system for maintenance or reassignment. This process ensures proper validation, secure locker access, and accurate device tracking.

Workflow

To create a device drop-off request, follow the steps below:

  1. Select the Device
    Select the device to be returned. Only devices currently assigned to the user are available for selection.

  2. Specify Device Condition
    Select the current condition of the device:

    • Good – The device is in working condition and is available for reassignment after verification.
    • Bad – The device is damaged or faulty and will be routed through the maintenance workflow after drop-off.

  3. Provide Issue or Notes
    Enter any additional notes describing the device condition, observed issues, or handling instructions. This is especially recommended when the device condition is marked as Bad.

  4. Select Drop-off Locker
    Select the locker where the device will be returned.

  5. Confirm Request Details
    The system displays a summary including:

    • Device
    • Device condition
    • Issue or notes
    • Locker location

    Review the information and confirm the request.

  6. QR Code Verification and Drop-off

    • Each user is assigned a unique QR code that is used for all device requests.
    • The user scans their QR code at the selected locker.
    • The system verifies the user, identifies the active request, and unlocks the assigned locker compartment for secure device drop-off.
    • If the device condition is Bad, a maintenance workflow is initiated after the device is successfully returned.

Outcome

  • The request status is marked as Closed after successful drop-off.
  • The device location is updated to In Locker.
  • The request remains available for tracking and audit purposes.

Device Service Request

A Device Service Request is used to report an issue with a device and initiate a remote support session through the Terminal/IPKVM Gateway. This process enables secure remote diagnostics, troubleshooting, and service tracking.

Only devices that are currently In Use by the user are available for creating a service request. The user selects the required device from the list; manual entry of the device code is not required.

Workflow

To create a device service request, follow the steps below:

  1. Select the Device

    Select the device that requires service. Only devices currently assigned to the user and in the In Use state are displayed.

  2. Provide Issue or Notes

    Enter the issue or notes describing the problem to help the service team understand and diagnose the issue.

  3. Select Service Locker

    Select the locker associated with the service request.

  4. Confirm Request Details

    The system displays a summary including:

    • Selected device
    • Issue or notes
    • Selected locker

    Review the details and confirm the request.

  5. QR Code Verification and Service Initiation

    • Each user is assigned a unique QR code that is used for all device requests.
    • The user scans their QR code at the selected locker.
    • The system verifies the user and identifies the active service request.
    • The virtual service session is initiated from the kiosk.
    • A Waiting for Service Connection screen is displayed.

  6. Remote Service Session

    • Only authorized users or service personnel can join the remote support session.
    • The service person connects to the device through the Terminal/IPKVM Gateway.
    • The device is diagnosed and serviced remotely during the live session.

Outcome

  • If the issue is resolved, the employee collects the device and its location remains In Use.
  • If the issue cannot be resolved remotely, the device is placed in the selected locker for further inspection or maintenance, and its location is updated to In Locker.
  • After the service session is completed, the request status is updated to Closed.
  • The request remains available for tracking and audit purposes.