Important Note: If your district manages its spares through the third-party CDW DeviceCycle service app, then please refer to the following guide on utilizing spare assets for your system:
Submitting Devices to CDW DeviceCycle for Repair - A guide on using the third-party CDW DeviceCycle service app to assign spares on tickets and send units in for repair.
Working With Spares on Tickets
When a ticket has been started and meets the criteria for an established spare pool, the option to check out a spare asset will appear at the bottom of the asset widget on the right side of the page. Clicking on Issue Spare will begin the spare pool check-out process.
In the pop-up window, you can select from any currently available spare devices. This list is populated by spare pools with filter settings that match the ticket’s information.
Alternatively, you can search for a specific spare asset or look for assets in another available pool using the options near the top of the window.
When you assign a spare to a ticket, several fields will update with new information. First, a Return Spare checkbox will appear in the Ticket Progress box. This lets the working agent know that they will have to return the issued spare before they can resolve a ticket. A timeline comment will also appear, detailing who issued the spare, the device details of the spare, and the time and date the spare was assigned out. Finally, the Asset Details widget on the right side of the page will also update to show the spare device currently out on loan.
To return any spare device checked out on a ticket, begin by clicking on Return Spare in the asset widget on the right side of the page.
In the pop-up window, click on Return Spare.
At this point, the timeline and Ticket Progress sections will update to indicate that this asset has been returned to the spare pool and when it was returned, and by whom.
Spare Unit Asset Details
When a unit has been assigned as a spare asset, this will be prominently indicated on the asset summary bar of the Asset Details page. The spare asset will indicate what Spare Group and Spare Pool it is assigned to and note that it is locked from editing.
Additionally, another bar of information will appear underneath the summary bar if the spare asset is deployed. You can click on the ticket information to navigate directly to the ticket page.
Spare Pool Icons
When viewing a user's details page, you will be aware of the spares that are assigned to that specific user. Within Sparepools is an icon in the top left corner next to the asset.
The blue icon with the circle is to indicate the asset is currently within a spare pool.
The gold icon with the arrow indicates the device is currently deployed.
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Hannah Bailey - Director, Customer Engagement