For repairs of computers, where the physical device is damaged or defective in some way, teachers and staff at a school should generally contact the STC or DRS to assist and allow them to open the ticket.
*Note - this is especially true for student Chromebooks as the STC/DRS will process a warranty claim in most cases!
The STC or DRS should submit the ticket using the "Hardware" form, and complete all fields as shown below. A repair order is generated, and a replacement computer will be delivered (if needed) when the technician picks up the damaged/defective computer.
STC / DRS / BCBE Technicians:
Chromebook warranty claims will be created using the "Lenovo Chromebook Warranty" form in Zendesk.
Non-warranty Chromebook issues will be created using the "Lenovo Chromebook Non-Warranty" form in Zendesk.
For Macbook repairs requiring work by a third party (Arey Jones, Apple, etc...) the technician will deliver the Macbook to the Loxley office. The user is responsible for backing up all of their data, as there is no guarantee that the computer will be returned to the school after repair.
For Windows PC repairs, the BCBE technician will attempt a repair of the problem reported. If unable to correct the problem and the computer is under warranty, Arey Jones will be contacted by the BCBE technician with the information to request on-site service. The BCBE (Zendesk) ticket should remain open at this point, with notes in the ticket that service was requested. When the Arey Jones technician performs the repair, the local school (DRS or STC) or the BCBE technician will close out the BCBE (Zendesk) ticket.