Workflow "New PC/Notebook"

  1. An employee of the receiving office (Waren-Annahme) sends an e-mail to support@helmholtz-berlin.de (The e-mail will drop in the central Ticket System - Request Tracker)
  2. An employess of the Frontoffice unit picks up the PC/laptop/monitors with the delivery note papers.
  3. An employee of the Frontoffice unit checks the goods for completeness: PC, [power supply], keyboard. mouse and other items
  4. An employee of the Frontoffice unit issues a new  ticket (eg "neuer Rechner"). The requestor/end user gets the role requestor/client in this ticket and will be informed by e-mail.
  5. Some facts will be asked in this ticket:  wanted system name, wanted VLAN, responsible person for the PC, which operating system is wanted (Windows or HZB-openSUSE Linux), in which primary language, which additional software in which language is wanted with a link to the order form for software: https://www.helmholtz-berlin.de/bin/swbestellung
  6. After the answer of the requestor/end user the system will be registered by   https://www.helmholtz-berlin.de/bin/netz_hw, which then will result in a new ticket named "Neue Netzhardware".
  7. An employee from dept. NP-H23 issues a new network address and informs the Frontoffice employee. The ticket is given to the RT-group servicedesk thereafter.
  8. The ticket Neue Netzhardware will be merged with the request ticket to the requestor (4.). Should there be taken more than one computers from the WA, then the ticket will be merged to one of the tickets Neue Netzhardware only.
  9. The Checkliste für die Erstinstallation will be printed out and processed by the Frontoffice employee.
  10. The processed checklist will be scanned in and appended to the ticket in RT.
  11. The user specific part of installation will be made on location. The checklist is signed by the installer and given with the delivery note paper to the end user.

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