EXT-Upham - Computer Return Procedure

This document describes how to handle computers shipped to GDS.

While EXT-Upham is a 100% remote support customer, there will be rare occurrences when they will need to ship a computer to GDS for further maintenance.

Notes

If you receive a ticket that requires maintenance, consider the following: 

  • Does it simply need to be reimaged?
    • SEAM and NS have worked to stand up an imaging network onsite at EXT-Upham with automated workflows. Consider contacting SEAM regarding imaging issues prior to having the computer shipped to GDS. 
  • Is the issue related to general hardware (fan, battery, et cetera)?
    • EXT-Upham computers include Dell onsite support which may be faster than shipping the computer to GDS to hand over to DoIT Repair.
  • Can the issue be resolved remotely, either by BigFix or Bomgar?  

Procedure

Prior to requesting a computer get shipped back to GDS, confirm with the customer that data is backed up to a non-local location.

If the computer cannot be backed up ahead of time, then the GDS technician should work with the customer to back up and recover data once it is returned to DS. 

If the computer does need to be shipped to GDS for further maintenance, we can leverage DoIT Logistics to assist us. Logistics has provided several boxes and packaging materials to EXT-Upham. To request a UPS label to be generated and send to EXT-Upham, send an email to the DoIT Mailroom: doitmailroom@lists.wisc.edu and include the following: 

  • WiscIT Case # 
  • Address for EXT-Upham office () 
  • Contact information for Upham-EXT Point of Contact
  • Standard weight for compute: TBD

Once the computer is delivered, perform standard maintenance and troubleshooting. If the computer needs to be reimaged, please ensure you use the Automated workflow (see KB Imaging page). To return the computer to EXT-Upham, consult Logistics - To Off-Campus Locations. If possible, reuse the same box that the computer arrived in. If it is damaged, please consult DoIT Logistics for a replacement. 


Keywords:
doit departmental support ext upham computer return procedure
Doc ID:
140830
Owned by:
Departmental Support in DoIT Departmental Support
Created:
2024-08-13
Updated:
2024-12-18
Sites:
DoITDepartmentalSupport-internal