Ticketing Workflows
After the app has been authenticated, district Agents and Admins will notice a new LocknCharge widget displayed in the lower right corner of any ticket they have permission to work after starting the ticket
(The ticket cannot be in a “Submitted” or “Resolved” status - must be in Status mapped to “In Progress”).
This widget includes visual indicators to inform the Agent and Admin of how many towers are currently “online” vs “offline” throughout the district. In addition to viewing the tower statuses, users will be prompted to select a workflow before being able to work with towers and bays from the ticket. Descriptions for use case scenarios and technical behavior of each workflow are included in the section below.
New Workflow - This workflow is recommended for any use case involving the distribution of a new device or item that does not require a near-term return of the device, or is a “pick-up only” event.
Temporary Workflow - This workflow is recommended for the distribution of temporary loaner devices, where a device is issued to a user for pick-up and then collected at a later time. This workflow is not recommended for the exchange of 2 devices or break/fix scenarios, as only one asset is managed with the workflow, and it only supports 1 pick-up event and one drop-off event.
Spare Workflow - The Spare LocknCharge ticketing workflow is similar to the “temporary” workflow, but involves the exchange of 2 devices instead of one. This workflow also works well with the iiQ Spare Pool app and follows the same process supported by Spare Pool, but Spare Pool is not a requirement to use this workflow. This workflow is ideal for districts that either use Spare Pool or have adopted a “loaner” program for students who damage their district-issued device throughout the year, and receive their original device after it is repaired (as opposed to keeping the “spare” device for the remainder of the year).
Replacement Workflow - The Replacement workflow is very similar to the Spare workflow, except it does not include the second swap event of devices. This workflow is ideal for districts that do not return devices back to requesters after they have been repaired, and instead, allow them to keep the replacement device for the remainder of the school year. This workflow supports an initial swap, for the requester to drop off their damaged device and pick up a new one, and the subsequent “pick-up” workflow for Agents to retrieve the damaged device before completing the workflow.
Return Workflow - The Return workflow is essentially the reverse process of the New ticketing workflow, and simply allows Agents to easily send instructions for users to drop off or return items in a LocknCharge bay. This workflow is ideal for collecting devices or accessories from students or staff members throughout the year on an ad hoc basis. This workflow allows Agents to associate a ticket with an empty bay by indicating the contents they are expecting to be returned, and then sends email notifications to requesters with corresponding instructions for completing the return process.
Additional Options from the LocknCharge ticketing widget
Agents will have a few additional options available from the LocknCharge ticketing widget after initiating a workflow:
Generate New PIN: This option allows the Agent to prompt a new PIN code to be generated for accessing the bay. This PIN code will be randomly generated by iiQ, and will reflect in the ticketing widget after it has been set. After the PIN code has been generated, the requestor of the ticket will receive an additional email notification containing the new PIN code. This notification is identical to the notification they previously received with the old PIN code but includes the new PIN code. This option may be helpful for Agents needing to re-send notifications for delayed “pick-up” or “drop-off” events.
Open Bay: This option can be used to remotely open a bay from a ticket if there are any issues encountered with opening the bay via PIN code. Once the bay door is closed, this should progress the workflow on the ticket it is assigned to.
Cancel: This option can be used to cancel a workflow if issues are encountered or it is no longer necessary for the ticket. By canceling a workflow, the following takes place:
The bay is set to an “Available” status and is considered “empty”, regardless of which stage the workflow was in before it was canceled
Neither assets associated with the workflow are updated
No notifications are sent to requesters to notify them of the cancellation.
The cancellation is captured in the ticket timeline as an update.
View Tower: This option will open the asset details page for the tower currently assigned to the ticket, and is also only available to the iiQ Admin user.
Email notification components
Email notifications are unique to each workflow and have several dynamic components depending on tower details, asset details, content descriptions, etc.
The “on behalf of” user will be the user who receives the emails.
All email notifications will include:
A header that includes a callout for either picking up or dropping off a device or other item
A PIN code that is generated by iiQ can only be used to access that bay and tower
Instructions include the necessary info for locating the tower, entering the PIN code, and completing the exchange process.
Variables contained in this email include:
This notification would be sent for an Agent issuing a “Generic Item Description” to the requestor of a ticket via the “New” workflow.
The device is picked up or returned: This data is captured from the Agent in the tower/bay selection modal and included in the header of the email as well as the instructions copy.
Tower location details included in step 1: This data is captured from the location details of the selected tower and can be entered as any text value.
Tower name included in step 2: This data is captured from the Tower Name as defined in the LocknCharge cloud portal. This can be adjusted by any Owner Admin from the LocknCharge Cloud portal.
Any exchanges involving an item description will include the description in the subject line of the email notification, the header of the email, and the instructions contained in the email.
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Hannah Bailey - Director, Customer Engagement