Defective, repair, warranty and returns report

This report lists every ticket raised against equipment, with its service status, provider and warranty, and how long it has been open. Use it to watch the age of defective and returned assets.

Before you start

You need a role that can open Reports and Extracts: IT Business Systems or Application Team, IT Hardware Inventory Supervisor, Dedicated IT Warehouse Administrator or CDI Staff, ITD Head and Management, IT Service Governance, IT Service Operations, Infrastructure or Cloud Team, Asset and Logistics Associate, or IT Warehouse Technical Team.

Steps

Open Reports and Extracts

In the sidebar, under Reporting and Reconciliation, select Reports and Extracts. The page opens on the Weekly and monthly packs tab.

Open the Report families tab

Select the Report families tab. It shows a report list, a Reporting cutoff date and Refresh.

Choose the report

In the list, under Management report families, choose Defective, repair, warranty and returns. The line under the list describes what it covers: Aging, custodian, service status, replacement, recovery and resolution.

Set a reporting cutoff

If the report is for a set reporting date, pick it in Reporting cutoff, then select Refresh. Without a cutoff the report shows live data.

Read the rows

The table shows Reference, Title, Severity, Status, Asset Code, Custodian, Service Provider, Under Warranty, Resolution and Open Days. Open tickets are listed first. Open Days is filled in only while the ticket is open. If nothing matches, you see No rows at this cutoff.

Check where the figures came from

Under the table, a line shows the number of rows, when the report was generated and by whom, and the cutoff it was run at. Keep this with any figure you pass on.