Important Note: If a CDW DeviceCycle maintenance solution covers a hardware device, you can submit the device for repair within Incident IQ. This gives you direct oversight of a device’s repair from the moment you send it in until it returns to your facility.
Submitting a Repair
Once you have opened a ticket and confirmed the issue, you can submit the device for repair.
To do this, select 'Send for Repair' in the CDW DeviceCycle widget on the right side of the screen.
A pop-up window will show what can and cannot be repaired. Click 'Continue' to submit the repair request.
Issuing a Spare Device
You can issue a CDW DeviceCycle spare device either during or after the initial repair submission.
During Repair Submission:
When prompted by Incident IQ, enter the spare device's asset tag from your available spare pool and select Lookup.
Once the asset is located, select Continue (With Spare).
Enter the return shipping information (including destination and name)
Review the order details and select Submit for Repair.
After Repair Submission:
Navigate to the relevant help ticket and select Issue a Spare from the asset details window on the right.
Monitoring Repair Progress
Automatic Updates: You can monitor the status of your repair directly in the ticket details; the status will update automatically as the repair progresses.
Filter Tickets: To view all tickets containing devices currently in repair, filter your tickets by the status: “In Repair (Vendor).”
Completing the Repair Process
Receive Repaired Device: Once the device is repaired and returned, check the "Receive Repaired Device" box on the ticket.
Return Spare: Click the Return Spare button located in the asset details section on the right-hand side of the ticket to return any issued spare devices to the pool.
Resolve Ticket: Once the repaired device is received and the spare device is returned, you may proceed to resolve the ticket.
Canceling a Repair Request
Click the Cancel Repair button in the asset details section on the right-hand side of the ticket.
Note: This action will cancel the repair request in both Incident IQ and the repair vendor’s system. Any equipment already picked up for repair will be returned to you.