Incidents and returns

When equipment fails, when you no longer need it or when you need something new, it all starts from My assets. All three are requests: you send them, and whoever has the asset management permission at your company handles them.

Before you start

Faults and returns go the same way: the Incident button on the item’s row. What changes is the type you choose. Asking for new equipment uses a different button, Request equipment.

Each item can only have one open incident. If it already has one, the button shows as Incident in progress and can’t be selected until it’s closed.

Reporting an incident

The Attach photo button appears in the window, but it isn’t available: if a photo would help, keep it and show it to whoever handles the incident.

For theft or loss, use Other and explain it in the description. And also tell your company through your usual channel: don’t wait for them to read the incident.

Asking to return equipment

A return is requested as one more incident:

Following up and fixing an incident

Your incidents are in the Incidents tab, with their status:

• In process: open. As long as no one has started working on it, you can fix it with Edit or remove it with Delete. Once someone is handling it, those buttons disappear.
• Closed: resolved. If whoever handled it left a note, you see it as Response from administration.

Requesting new equipment

What happens next

The request appears in the Requests tab as Pending, until whoever manages assets marks it Approved or Rejected. Your direct manager doesn’t review it unless they have that permission. A request that’s been sent can’t be edited or canceled.

Neither incidents nor requests notify anyone when you send them, and you don’t get a notice when they’re resolved either: check the tabs. Orquiva doesn’t set any response time.

If something goes wrong

The Incident button can’t be selected. That item already has an open incident. Follow it in Incidents or, if no one is handling it yet, edit it to add what’s new.

I asked to return an item and it’s still assigned to me. It stays that way until your company collects it and records the return.

I reported the incident on the wrong item. If it’s still In process and you can still edit it, delete it and open it on the right item. If you can’t, tell whoever is handling it.

My request is still Pending. No one has reviewed it yet, and sending it doesn’t notify anyone. If it’s urgent, tell whoever manages equipment at your company.

The incident has been open for a long time. Follow up with whoever manages assets at your company. If the problem is with Orquiva and not the equipment, contact us.