Reporting broken hardware/services

Problem we are solving:

Reporting broken hardware can be a time-consuming process, especially when users struggle to identify the specific hardware items they own. Inefficient methods of reporting and tracking hardware issues can lead to delays in resolving problems and increased downtime.

John's Effortless Hardware Issue Reporting

John spotts overheating issue with his laptop. He signs into the JSM portal to browse Shoppie's hardware catalog tailored to his profile that only shows items he owns. He selects his laptop and reports the problem directly through Shoppie's interface. Upon submission, Shoppie instantly updates the laptop's status in John's list, providing clarity for both John and the IT teams to monitor the reported issue's progress.

Conclusion

Shoppie streamlines hardware issue reporting, enhancing user experience. Once a problem is identified, users can swiftly report and select the issue in Shoppie. The involved agent can then quickly share necessary contracts via Jira, guiding the user on subsequent steps. Upon ticket resolution, old devices are removed from Assets, and new ones are assigned. Shoppie's efficient approach reduces resolution time, proving invaluable for users and IT support alike.