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 ensures secure request creation, live remote diagnostics, and accurate service tracking.

  

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

1. Identify the Device
   The device is identified using its unique device code.

2. Provide Issue or Notes
   Enter issue or notes to describe the reason for pickup or any special instructions.

3. Select Service Locker
   Select the locker associated with the service request.

   

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

   • Device code
   • Issue or notes
   • Locker location

   Review the details and confirm the request.

   

5. QR Code and Device Service

   • 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 device gets serviced or dropped off according to the output.

   

6. Remote Service Session

   • The service person connects remotely to the device through the Terminal/IPKVM Gateway.
   • The device is diagnosed and serviced during the live session.
   • If the issue is resolved, the employee can collect the device.
   • If the issue is not resolved, the device is placed in the selected locker.

Outcome

• If the issue is resolved, the device location is updated to In Use.
• If the issue is not resolved, the device location is updated to In Locker.
• The request status is marked as Completed after the remote service session is finished.
• The request remains available for tracking and audit purposes.

Cancel Request

• Click Cancel Request. Upon successful confirmation, the device service request will be cancelled.

  

Device Service Request (via ServiceNow)

• A Device Service Request allows users to report an issue with a device and submit it for servicing through the ServiceNow portal.

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

1. Select Locker Location
   Choose the locker where the device will be submitted.

2. Select Your Device
   Select the device that requires servicing.

3. Provide Additional Notes
   Enter the issue description or any additional information.

4. Submit the Request
   Click Submit.

5. QR Code Verification and Service Initiation

6. QR Code and Device Service

   • 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.

7. 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.