Questions about what is the best practice for showing devices are off for repair?

Good Morning ​@DAdmin 833b73b nacisd ! I typically recommend to create an ‘Out for Repair’ Asset status and set the asset to that status. 

Please let me know if you have any questions! 

We usually replace the device for the user while we have it worked on, so should we make a location for the out for repair device so that the device is no longer assigned to the cart and/or room? 

​@DAdmin 833b73b nacisd Are you utilizing Spare Pool? This will allow you to manage your loaner devices (i.e. when a ticket is submitted for a device repair, you can issue a loaner/spare into the ticket while also keeping their original assigned to them, and when the original is repaired, you can remove the spare from the ticket and place it back into the pool).

If this is something you want to utilize, you wouldn’t necessarily need to change the device’s location because it would be located wherever the spare pool location is.

I hope this makes sense. Please let me know if you have any questions!

So this will work great for our high school students, but our middle school and elementary are cart base with no device assignment. how can I make this work for the devices in the cart? or should we just assign the devices to the teacher in the room that the cart is assigned in?

​@DAdmin 833b73b nacisd Is the cart asset tagged? You could potentially assign the cart to the room the teacher is assigned to? So they can see all “assets” that are assigned to the rooms they are assigned to which would include said cart.

I hope this helps!

​@DAdmin 833b73b nacisd Are the cart-based devices linked to the cart? We ended up creating virtual users in iiQ that match the carts & use those for the assignments. 

As for managing repairs/knowing where devices are, this is our current workflow:

1. Assign replacement device to student/cart
2. Set the ticket status to In Repair (Vendor). That might be one I created - can’t remember if it’s an iiQ default!
3. Deprovision & check in device (I have a rule set up to check in most student devices when they are deprovisioned)

You could do an asset status instead/as well.

Hope that helps some!

In our district, we utilize an external vendor (CellTech) for repairs that can’t be handled in-house. To streamline tracking, we leverage ticket statuses throughout the repair process. Our vendor updates the ticket as it moves through their workflow, giving us visibility without needing to reach out for updates.

If you're looking to implement something similar, you could create a custom status like “In Repair (VendorName)”. Standardize this across your tech team using a district-wide shortcut that sets the ticket status to "In Repair (Vendor)" whenever a device is sent out. It’s also helpful to apply a consistent tag—something like "Repaired by VendorName"—so you can later filter or build a view based on vendor-handled tickets.

Once repairs are complete and the device returns, we apply a shortcut that sets the status to “Repair Complete - Awaiting Pickup”, signaling to techs that the device is ready for pickup from the warehouse.

We’ve also built several automated shortcuts and rules into our workflow. For example, when a device’s asset status is set to Out for Repairs, the ticket ownership is automatically set to Unassigned. Once resolved, the asset status flips back to In-Storage. These automations help keep everything consistent and reduce manual updates across the team.

We utilize the ticket statuses and the Spare Pool for these situations. We created a custom ticket status of “Waiting for Repair” when a device is broken and waiting to be shipped out to our repair company, and we issue a loaner through the Spare Pool wizard. We then change the ticket to “In Repair (Vendor)” once the device is sent out. When we receive it back, we return the loaner device to the spare pool, give the user their primary device back and close the ticket.