OD - Manually Creating RMAs

What's Expected

A manual creation of an RMA is needed to track and verify a device at Strategic Systems. This is done when a device does not go through the normal RMA process.

RMA Ticket Creation

1. Log into Office Depot's REX instance.

2. While inside the REX portal, select the "RMAs" option (when logging into the portal for the first time, the "Dashboard" section is selected by default.  

3. Click on the green addition button on the bottom right-hand side of the page.

4. Continue to add the device information into the corresponding fields.

   1. • Serial Number: Scan or input the device serial number into the Serial Number field located on the manufacture label on the back of the device. Labeled: (S) S/N

      • CompuCom Ticket Number: 

        1. • New Device to Site:  BUSINESS UNIT - NW - DATE - LAST FOUR OF SERIAL #

           • Non-Repair Spare Pool Add:  BUSINESS UNIT - RET - DATE - LAST FOUR OF SERIAL #

If multiple devices exist for the same RMA situation (example, multiple devices returning from site to spare pool) - Add last 4 of SN to RMA Number

4. 1. • Location: Select or input the associated location of the device.

      • Problem Category: Select or input the problem category associated with the device.

      • Problem Description: Input additional information on device condition and or issues.

      • Email: Email associated with Requesters contact information.

      • First and Last Name: Input information in the appropriate fields associated with the requester.

      • Phone Number: Input appropriate information associated with the Requesters contact information. If none apply submit NA

All fields must be completed for the submission of a manually added RMA.

5. Click on the green Submit button at the bottom right-hand side of the page.

RMA Resolution Category 

When the RMA ticket is created, it will show 3 tabs when selected: "RMA", "Repair" and "History". The "Repair" tab contains a field named "Resolution Category" and should be filled out depending on the cause of manual creation. Situations that generally occur will be listed below. A definitive resolution category status will be provided. While this can be used as a reference, there may be times where the resolution category won't be straightforward. When this occurs, it's best to choose the option that best represents the situation. If in doubt, reach out to your manager.

• Did Office Depot leadership request devices to ship to a site? || Resolution Category = DEVICE SHIPMENT REQUEST

• Did an Office Depot site send you back a device and specify that they will not need a replacement? || Resolution Category = NO REPLACEMENT REQUIRED

• Did a customer cancel their RMA? || Resolution Category = CANCELLED

• Did Office Depot leadership ship devices to Strategic to be added to spare pool? || Resolution Category = NO REPLACEMENT REQUIRED

• Did a customer lose a device? || Resolution Category = RMA LOST 

• Did you fix the customer's problem without having to have the device shipped to Strategic? || Resolution Category = RESOLVED VIA REMOTE SUPPORT