Office Depot
Awaiting Evaluation Process

The Awaiting Evaluation Bin

There should be two bins: "Awaiting Evaluation - Retail" and "Awaiting Evaluation - Supply Chain". These bins have devices that were checked-in and now are ready to be triaged. 

REX RMA Lookup

1. Grab a device from the awaiting evaluation bin.

2. Open the REX portal.

3. 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.  

4. Use the magnifying glass on the top right hand corner to search for the device by scanning/typing the serial number of the device.

5. Select the most up-to-date RMA that is tied to the device that was searched. *** Generally, this is the top search result but always check the "Date Created" field to confirm ***

6. Another UI will appear to the right side of the screen. Using this new UI, scroll down until the "Problem Description" section can be seen.

   • • Pay close attention to the "Additional Details" field within the problem description. This will give insight to what is wrong with the device. 

7. Grab a sticky note and write a small summarized version of what the problem is with the device.

8. Stick the sticky note onto the back of the device. *** Place it underneath the device's serial number ***

To-Repair VS. Pending Staging

Depending on what the issue is, the device will either need to be placed in a bin labeled "Needs Repair - Retail" / "Needs Repair - Supply Chain" or "Pending Staging - Retail" / "Pending Staging - Supply Chain". To determine this, read the issue summary (that was written) or the core problem description (in the REX portal):

If the device is physically damaged or if there's anything malfunctioning internally, the device needs to be repaired ("Needs Repair - Retail" / "Needs Repair - Supply Chain"). 

If the above doesn't apply, the device needs to be reset ("Pending Staging - Retail" / "Pending Staging - Supply Chain")

Once determining the path, move on to the "REX RMA Update" section.

REX RMA Update

After determining what path the device needs to take, follow the below steps that are relevant for the path. 

Repair Steps

1. While still inside the REX portal / selected RMA tied to the device, select the "Repair" tab in the UI. 

2. Under "Repair Status", change the value (if any) to "RMA in Repair".

3. Select the green "Save" button when complete and move on to the "REX Asset Update" section.

Pending Staging Steps

1. While still inside the REX portal / selected RMA tied to the device, select the "Repair" tab in the UI. 

2. If there is text in the "Repair Status" field, select the "V" option located to the right of the "Repair Status" field and select "No Repair Needed". If there is no text in the "Repair Status" field, select "No Repair Needed" and continue to the next step.

3. Under "Resolution Category", change the value (if any) to "WIPE, OS RELOAD, & STAGE".

4. Navigate to the RMA tab.  If the status is 'Replacement Delivered' or 'No Replacement Needed', select Closed.  Otherwise, do not change this field.

5. Select the green "Save" button when complete and move on to the "REX Asset Update" section.

*** In either path, copy the serial number of the device from the RMA UI or be ready to scan the serial number again for the next section ***

REX Asset Update

1. Select the "Assets" option in the REX portal.

2. Use the magnifying glass on the top right hand corner to search for the asset (paste the serial number).

3. Select the searched asset (another UI will appear to the right side of the screen).

4. Check the following fields:

Repair Steps 

4. • Location ID = If the device is in need of repair, the Location ID should be "ZEBRA-R" or "ZEBRA-SC". *** If the "Business Unit" field is "Retail", the Location ID will be "ZEBRA-R". If the "Business Unit" field is "Supply Chain", the Location ID will be "ZEBRA-SC" ***

   • Status = If the device is in need of repair, the Status should be "IN REPAIR- Retail" or "IN REPAIR- SUPPLY CHAIN". *** If the "Business Unit" field is "Retail", the Status will be "IN REPAIR- Retail". If the "Business Unit" field is "Supply Chain", the Status will be "IN REPAIR- SUPPLY CHAIN" ***

Pending Staging Steps

• Location ID = If the device is in need of a reset, the Location ID should be "SST-R" or "SST-SC". *** If the "Business Unit" field is "Retail", the Location ID will be "SST-R". If the "Business Unit" field is "Supply Chain", the Location ID will be "SST-SC" ***

• Status = If the device is in need of a reset, the Status should be "Pending Staging - Retail" or "Pending Staging - Supply Chain". *** If the "Business Unit" field is "Retail", the Status will be "Pending Staging - Retail". If the "Business Unit" field is "Supply Chain", the Status will be "Pending Staging - Supply Chain" ***

5. Select the green "Save" button when complete.

6. Take the device and place it in the bin that is based on the path the device went through. 

• If the device is in need of repair, place it in the bin labeled "Needs Repair - Retail" / "Needs Repair - Supply Chain"

• If the device is in need of a reset, place it in the bin labeled "Pending Staging - Retail" / "Pending Staging - Supply Chain"

The Triage Process is Complete