Workstation Offline 21 days Workflow (draft)

Workstation Offline 21 days Workflow (draft)

Designated technician receives notification to check if device is really offline or if Datto RMM agent just stopped working. (WF Rule [MONITORING] GGIT-41A Datto RMM Reports Workstation offline 3 wks - assign tech assistant to check

If device is really offline and is not slated for removal, tech changes ticket status to IN PROGRESS. 

After three days in IN PROGRESS, WF rule fires to message customer once every 5 business days. STATUS is updated to WAITING CUSTOMER. (WF Rule [[MONITORING] NYGG-41B RMM Reports Workstation Offline for 3 wks - notify user & account contact.) Lets them know if it will be repurposed, they may want to keep it on RMM but email us so the notifications will stop.   

After five notifications with no customer response, this WF rule moves it to "workstation offline tickets" queue, sets status to "no appt needed - to do". When admin or intern has time they should call the customer to follow up. (Removed this step.) 

If customer responds leave it on RMM even though it's off, we disable the alert and we send a note that we will leave the machine on RMM we can no longer be responsible for the machine since we cannot access it. Also add a note to the device in AT. (Machine will be repurposed or user will be returning.)

If customer responds the machine is actively in use, check again in SC. We may need to reinstall RMM agent. If so, there is a ticket template for this purpose that should be applied to this ticket.  

If customer responds remove it from RMM, we disable the alert, send a note confirming and we create a new ticket for removal. 

If customer doesn't respond after 30 days in Waiting Customer status, ticket closes and customer is sent a note. (WF rule  [MONITORING] Workstation Offline GGIT 41C - Customer doesn't respond in 30 days )

Once the ticket closes, the tech is sent a note to check why the ticket closed and respond appropriately. ( WF Rule [INTERNAL] GGIT--41D Notify primary resource that workstation offline ticket has completed)

See flow chart below for overview. (PP file is attached to this article for further editing,)



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