Enter a value into the Serial Number field. If you are entering the serial number during the process of creating the ticket, make sure you already have all required fields (fields in bold) populated.

Press Enter. If you are in the process of creating a new ticket when you press Enter, the ticket will automatically be saved and switched to the Modify window.

Make the appropriate selections from the Hardware Manufacturer and Hardware Model fields.

Click on the Hardware Check-In button

Click on the Refresh button to display the checked in component (s) in the Components Checked In field. You must hit refresh to see the checked in components.

Click on the Check-In Agreement button. When the check-in agreement displays, print it and fill it out. A campus-wide agreement has not yet been created. Until one exists, processing the form needs to be done manually.

Once the agreement is filled out and signed, select Yes in the Processed? field. If you do not intend to use the check-in agreement, check No.

Enter information about the condition of the hardware in the Special Notes or Comments field.

Click on the Submit Repair button to submit a repair request to CRC.

When you get the verification window, Enter the BIOS, Administrator and Screen Saver passwords (if applicable) in the Confirm Password(s) section. You only need to enter these passwords if they are required to access the machine.

Make sure all of the information is correct and click on the Verify & Submit button. At this point, a repair record is created in CRC-Repair Tracking System and sent to CRC.

Click on the Loaner button. This displays the Loaner Tracking window.

In the Check-Out tab, browse the list of loaners available. When you find the one you want to loan out, type the ID Number into the ID Number field and press Enter.

Click on the Components tab if you want to see what components come with the hardware and whether or not it is CCI configured.

After you check the components, go back to the Check-Out tab and click on the OK button.

The checked out hardware now appears in the list under the Check-In tab.

Click on the Close button.

When you are ready to begin diagnosis and repair, change Repair Status to "Repair In Progress". The Repair Status can change automatically depending on the actions of the technician (i.e., if the Repair Request is saved without an assigned technician, the Repair Status becomes "Pending Availability of Technician"). However, you can change Repair Status manually and it is important that the Repair Request have a status that reflects the situation so that the Current Repair - Status History Table stays current.

Go to the Diagnosis and Repair tab. You'll notice two tables to the left:

In the Repair Made Was? section, enter the diagnosis, material name and repair time for each replaced or repaired hardware item.

Make an appropriate selection from the Repair Short Description field.

Put any comments about the diagnosis or repair into the Repair Diagnostic Comments field. These comments will appear on the customer invoice.

Go to the Repair Overview tab.

Enter dollar values into the Material Charges and Freight Charge fields and click on the Recalculate Repair Cost button to get the adjusted amount.

Click on the Recalculate Repair Charge button to get the amount the customer will be changed.

Make the appropriate selection from the Payment Assessment field. In most cases, Remedy will choose for you.

You can display the invoice for printing by clicking on the Review Invoice button.

Go to the Email Customer tab.

Enter your address into the Reply To: field.

If you need to CC anyone, enter the address into the CC: field. If you enter multiple addresses, separate them with a comma and a space.

Type the body of your email into the Email Text: field.

If you would like to include the hardware pick-up site in your email message, choose Yes (the default is No).

Click Send. A copy of the email is pasted into the Hardware Repair Log.

Open the UNC-Request for Service ticket that is associated with the repair.

Within the Hardware Check-In/Out tab, click on the Overview tab.

Click on the Loaner button.

When the Loaner Tracking window appears, click on the Check-In tab.

Type the ID number of the loaner into the ID Number field and press Enter.

When the OK button appears, click on it to verify that you have selected the right loaner to check in. This will give the loaner a status of "Checked In".

Click on the Close button.

Open the CRC-Repair Tracking System record (members of the RAM Shop will see this form differently than those in the CRC group).

If the customer agrees to pay, select "Repair Completed" from the Repair Status menu. This automatically changes the status of the corresponding UNC-Request for Service ticket to "Pending Customer".

If the customer does not think the repair was successful and does not agree to pay, select "Repair Declined" from the Repair Status menu. This automatically changes the status of the corresponding UNC-Request for Service ticket back to "Pending Vendor". The hardware is then sent back to CRC. The status within CRC is changed back to "Assigned" with the status description set to "RAM Shop - Repair Declined By Customer".