Step 10
Manage tickets and faulty units
Track reported problems, then record the work needed on the equipment.
- 1
Open a ticket
The staff member can report a problem from their portal. An authorised user can open a ticket on a staff member’s behalf, for an item in their current allocation.
Choose ‘Cassé / défectueux’ (Broken / faulty), ‘Perdu / volé’ (Lost / stolen), ‘Taille / inadapté’ (Wrong size / unsuitable) or ‘Autre’ (Other), then describe the problem.
- 2
Follow progress
In Opérations › Tickets (Operations › Tickets), view tickets that are À traiter (Pending), En cours de traitement (In progress) and Résolus (Resolved). The creation message shows who is handling the ticket. Depending on your permissions, you can pass it to someone else.
- 3
Record the resolution
Specify what was done or the reason for rejection. Only Perte actée (Loss recorded) directly changes the item’s situation. For other resolutions, record the return or exchange separately.
- 4
Record the condition at return
A unit marked À réparer (Needs repair) at return is removed from available stock and appears in Items › Pièces défectueuses (Items › Faulty units).
- 5
Deal with the faulty unit
After repair, choose the unit’s condition in ‘Condition après réparation’ (Condition after repair), then click ‘Remettre en service’ (Return to service). If the unit cannot be repaired, withdraw it from service.