Associate Equipment Return Process

This document describes the process used to retrieve equipment from current associates

Active Employees:

There are currently 5 Jira Filters used to track and process equipment needing returned from current employees. These filters will select the Term UAF tickets based on the Delivery Status of the ticket. Each filter should be run in the order to ensure proper statues before running the return mailmerge

Equipment Returns Associate – Weekly – delivery status = delivered - This filter pulls all tickets FedEx has shown as delivered but the ticket hasn’t been closed out for some reason.

Each ticket here should be checked for the following

Was it delivered to MCPc? Verify that FedEx shows it was delivered to the MCPc facility,
1. if yes, check the MCPc receipts tickets to see if it has been reported
  1. if yes, process the return and close the ticket
  2. if no and <4 weeks delivery date, leave in same status
  3. if no and > 4 weeks delivery status, check with MCP
2. if no, update the tracking info and put in the proper delivery status
Was it Delivered to the Valley View Office?
1. if yes, verify that it has been received by one of the people on site and have them process the ticket to close
2. if no, figure out the issue and fix it

Equipment Returns Associate – Weekly – delivery status = Exception – This filter pulls all tickets with delivery status set to exceptions for some reason.
1. Read notes in ticket to determine why ticket is in exceptions and attempt to resolve and updating the status as needed.
Equipment Returns Associate – Weekly – delivery status = In Transit – This filter pulls tickets in the in-transit status which means FedEx shows the package has been dropped off and is on its way somewhere.
1. Verify the tracking number shows the package is on its way to MCPc or VV office. If not fix the issues, update status and add notes to the ticket
2. Verify package is not stuck with FedEx, if it is, call FedEx, resolve the issue and update ticket
Equipment Returns Associate - Weekly - delivery status -due date empty - this filter pulls all tickets that don’t have a due date set.
1. Verify that the computer has been delivered and the associate started with us
  1. If RMA and associate has started – set date 3 weeks out from start date
  2. If computer has been delivered set due date to current day
2. If computer hasn’t been delivered, do nothing
Equipment Returns Associate - Weekly - delivery status – Filter used for the next step, generating letters

Active Return equipment Follow-up letters data processing

This process will be run weekly and generate and send emails to Active employees to return training equipment or computer equipment that has been replaced and will send the email to the persons work email address

This process will generate data for the equipment return letters and will be run weekly

Export Jira data to an Excel file for equipment return tickets weekly

Equipment Returns Associate – Weekly – delivery status

project = "IT Service Desk"
AND labels = EquipmentReturn
AND status NOT IN (Resolved, Canceled, Closed, Done)
AND ("delivery status[dropdown]" = EMPTY or "Delivery Status[Dropdown]" = Ordered) AND duedate < endOfDay(1)
ORDER BY duedate DESC

Open file and clean up extra columns and look of spreadsheet
- Reformat dates columns to remove time
- Reformat inbound tracking to text to remove exponential format
Save as spreadsheet, not as csv
Sort data by inbound tracker field and look for blank field for tracking number
- If a tracking number is not entered, check ticket for subtasks or comments that may have tracking info; check MCPc PowerBI for the name and tracking number, if not found check with MCPc for tracking info
Fix any tickets without tracking, asset, or other wrong or missing info
Check the FedEx inbound tracker number to see if the package shipped
- If shipped or returned, update ticket and remove from list
Take the original spreadsheet and select any names over 1 month and move to a new tab called Escalate
Copy the headers to the spreadsheet and insert them at the top
On the original tab
- Insert several columns after the Custom field (Regarding)
- Copy the Regarding column to a new column
- Use the Data-Text to Fields Function with [space] as the delimiter, and separate the first and last name.
- Label columns ‘first,name’, ‘last name’ and add another column called ‘email’
- Cleanup any name issues in the columns such as multiple last names, middle names and anything else that may cause the names to go over 2 columns
- In the column names ‘email’ enter the following formula =CONCATENATE(H2,".",I2,"@centaurihs.com")

This will create a first.last email address

If you notice any names/emails you know won’t be correct (Jonathn instead of Jon) fix those. This will save bounce-back emails

Save spreadsheet

Active employee Follow-up letter generation

This process will be run weekly and generate and send emails to active employee’s work email address

Complete steps in Active Return equipment Follow-up letters data processing

Open Associat Computer Returns.xlsx

Once you perform the next step, emails will be sent using the shipping info account

Copy and paste all the rows from the original spreadsheet to the Associat Computer Returns spreadsheet. Be sure to use the next available row, do not leave a blank or overwrite previous rows.
Open any bounce-back emails and resend to the correct email address for the person.

The escalations will be handled as follows:

Use the names from the escalation tab
Find the last previously sent email regarding the return and reply
- If first time escalation, copy leader, ask when return can be expected and send urgent
- If second time, add leader to To:, CC: leaders leader, let them know you have not received a reply and that you would like to avoid escalation, and send urgent
- If third time, CC Cyndi Thompson, and leaders, ask when the return can be expected.
- Usually there is a response before the third time.