Help me. I don’t understand the purpose of the Exchange function for exchanging assets in a ticket.
The ticket is submitted because of a problem with the original device…it is decided that swapping out the device is the best option. The new device works fine (obviously), but the old device still has the problem. Why would the old device with the problem be removed from the ticket?
This makes it look like the new device is the one with the problem when, in face, the new device was the solution. Wouldn’t it be better to keep the old device attached to the ticket?
I’m just trying to understand the purpose and use case for the “Exchange” button, and how it differs functionally from the “Change” button