1.9.8 General procedure for handling a device failure
If a failure occurs on a device used in your organization, obtain the failure details based on the inquiry from the user in the field and request, if necessary, the contract company that your organization has a maintenance service contract with to repair that device. When you send the failed device for repair, lend a substitute device to the user. Also, record the details of troubleshooting.
To handle a device failure by using information managed by JP1/IT Desktop Management 2:
- 1. Check the failure details.
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Check the failed device based on the inquiry from the user to obtain the failure details.
- 2. Use maintenance service.
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Contact the contract company to use their maintenance service for the failed device.
- 3. Lend a substitute device to the user.
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When you send the failed device for repair, temporarily lend a device in stock to the user as a substitute device.
- 4. Return the repaired device to the user.
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When the failed device has been repaired, return it to the user and collect the device lent to the user.
- 5. Record a failure history.
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Record the failure details, date of occurrence, troubleshooting details, and others in JP1/IT Desktop Management 2.
Then, the device repair operation is complete and the failure history is recorded in JP1/IT Desktop Management 2.
- Organization of this subsection
(1) Checking the failure details
If a failure occurs on a device used in your organization, you need to obtain the failure details.
If the failure details you obtain by phone or email are not clear enough, go to where the failure occurred to check the details. Therefore, when you receive an inquiry from the user by phone or email, ask the user about the information from which you can identify the failed device such as the user name, department, and phone number of the device's user.
- Tip
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By using the remote control function, you can directly operate the failed device to check the failure details. Even if a failure occurs on a device located in a remote place, you can quickly handle the failure without visiting the place of failure occurrence.
- Check the failed device.
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In the Hardware Asset view of the Assets module, display the relevant hardware asset information. At this point, you can quickly check the relevant hardware asset information by using the filtering function based on the information you obtained when you received an inquiry from the user (such as user name, department, and phone number).
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(2) General procedure for using maintenance service
If a failure occurs on a device, contact the contract company to use their maintenance service.
To check the contact point of the contract company, check the contract information of the failed device.
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In the Hardware Asset view of the Assets module, select the failed device.
By using the filtering function based on the information you obtained when receiving an inquiry from the user (such as user name, department, and phone number), you can quickly display the failed device.
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In the Contract Information tab, click the link in Contract Vendor Name for the relevant contract information.
In the displayed dialog box, you can check the contact point and contact person of the contract company.
Note that to display information about the contract company, you need to register the following information in advance:
- Contract company information
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You can register the phone number and contact person of the contract company in the Contract Vendor List view, which is displayed by selecting Assets in the Settings module and then Contract Vendor List.
- Maintenance service contract information
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You can register contract information in the Contracts view. To register contract information, specify the relevant contract company information. Also, specify the contract target hardware asset.
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(3) Lending a substitute device to the user
When you send the failed device for repair, temporarily lend a device in stock to the user of the failed device as a substitute device. At this point, verify the asset management numbers of the failed device and the lent device.
For the failed device, change the value for Asset Status of hardware asset information to In Stock to make it clear that the failed device is under repair and not used. Also, for the lent device, change the value for Asset Status of hardware asset information to In Use to make it clear that the lent device is being used. In the Hardware Asset view of the Assets module, display the relevant hardware asset information. At this point, use the filtering function based on the relevant asset management numbers.
In addition, because you temporarily lend the substitute device to the user, register the schedule to collect the device later in the hardware asset information. If you are scheduled to receive the repaired device, collect the lent device, and put the collected device back in stock one week later, set In Stock for Planned Asset Status and the date one week later for Planned Date.
- Tip
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By setting a value for Planned Asset Status, you can check the device scheduled to be collected in Planned Hardware Asset Status on the Summary Reports. You can also send a summary report by email.
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(4) Returning the repaired device to the user
When the failed device has been repaired, return it to the user and collect the substitute device lent to the user. After collecting the substitute device from the user, update the hardware asset information.
- 1. Return the repaired device.
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Return the repaired device to the user.
- 2. Collect the substitute device.
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When returning the repaired device to the user, collect the temporarily lent device.
- 3. Update the hardware asset information.
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Change the value for Asset Status of the returned device from In Stock to In Use because the returned device is put into use. In addition, change the value for Asset Status of the collected device from In Use to In Stock because the collected device is put back in stock.
To display the relevant hardware asset information in the Hardware Asset view of the Assets module, use the filtering function based on the asset management numbers.
If the MAC address has been changed
Where the network monitoring function rejects the connection of any new device, if the MAC address of an existing device is changed due to replacement of the device's network card, the device might be recognized as a different device. If the existing device is recognized as a different device, it cannot connect to the network.
A computer on which an agent is already installed or an agentless computer already authenticated through sharing of Windows management data can connect to the network. Even if the MAC address of such a computer has been changed, the computer is recognized as the same device and the MAC address registered in the network control list is automatically updated.
If the MAC address of an agentless device that is authenticated through SNMP or confirmed to be alive through ICMP is changed, the device is recognized as a different device and its connection to the network is rejected. To permit such a device to connect to the network, you need to manually change the device's MAC address registered in the network control list.
You can check the updated MAC address information in the Device Inventory view of the Inventory module and in the Network Filter Settings view. To display the Network Filter Settings view, in the Settings module, select Network Access Control and then Network Filter Settings.
Related Topics:
(5) Recording a failure history
You can save a failure history such as the failure details, the date of failure occurrence, and the personnel who handled the failure in the Notes tab in the Assets module as a record.
![[Figure]](GRAPHICS/ZU080003.GIF)
We recommend that you record a failure history in the Notes tab for the relevant hardware asset information when a failure occurs on a device or when a repaired device is returned to you.
To keep a record in the Notes tab, enter the details you want to record in the tab, and then click the Save button.