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Device workflow

This section describes the metaphases and subordinate phases in the life cycle of a device.

The device workflow relies on business rules. Rules repeat from one phase to another when the end user can make a change to a field affected by a business rule during that phase. For more information about the out-of-the-box business rules defined for the Device workflow, see Device process - Business rules.

 

Metaphase: Unavailable

Includes inserting the device in the Service Management system. The device has not been received in this metaphase.

Phase Transition Description
New Automatic

This is the starting point, rather than a phase with any measurable duration.

Next phase: The automatic transition by default is to In use unless you choose Awaiting delivery or In stock as the initial phase.
Awaiting delivery Manual

The device is in transit from a vendor or other provider.

When the device is received, you manually transition the device to the Received phase.

Alternatively, you can cancel the device by manually transitioning the device to the Canceled phase.

Next phase: Receive or Canceled

Example: the organization hires a new employee who will start work in two weeks. That employee will need a laptop. The hiring manager requests a new laptop to be acquired. A procurement team member creates a record for the new laptop when he places an order with an external vendor. When he saves the record, he chooses the Awaiting delivery phase because the device is not In use yet.

Note If the vendor cannot complete the order, move the record manually to the final phase in the workflow: Canceled.

Metaphase: Available

The device has been received.

Phase Transition Description
Receive Manual

The device record has been received but becomes available to fulfill a request only after you manually transition it to the In stock phase.

Next phase: In stock
In stock Manual

Unless the last phase was New, the transition to In stock is manual. A device in this phase is available to fulfill a request, and is stored in the specified stockroom.

  • If the device is defective and needs repair or requires periodic maintenance, you can manually transition the device to the Returned for maintenance phase.
  • Perhaps the device requires configuration, testing, or customization before it is ready to use. If you need to prepare the device for an end user or a production environment, you can manually transition the device to the Prepare phase.
  • When a device is ready to be retired yet is still in service and visible (discoverable) on the network, you can manually transition it to the Retire phase.

Next phase: Returned for maintenance, Prepare, or Retire.
Returned for maintenance Manual

The device is in this phase if it is defective and needs repair or if it requires periodic maintenance.

When maintenance is completed, manually transition the device back to the In stock phase.

Next phase: Return to In stock

Example: the status of the device changes from Awaiting delivery to Receive when he updates the record with the acquisition date. The device owner captures more detailed information about the laptop configuration and saves the record again. Now the status is In stock.

Metaphase: In use

The device is in use.

Phase Transition Description
Prepare Manual

The device is in this phase when you are preparing it for an end user or a production environment. Perhaps it requires configuration, testing, or customization before it is ready to use.

Once the device is ready for use, do one of the following:

  • If the device is being used, manually transition it to the In use phase.
  • If you are returning it to the stockroom, return it to the In stock phase.

Next phase: In use or return to In stock
In use Manual

The device is being used. When a device is In use, it is visible (discoverable) on the network.

Next phase: Retire or return to Prepare

Example: Tech Support configures the laptop with internal security, email, and other required applications. The workflow phase is Prepare while it is configured for the new employee. When the employee takes possession of the laptop, change the phase to In use. If the laptop is missing required applications, you can return it to Tech Support (and the Prepare phase) for additional configuration.

Metaphase: Retiring

The device is in its retiring phases.

Phase Transition Description
Retire Manual

When a device is in this phase, it is still in service and visible (discoverable) on the network.

Next phase: Ended or return to In stock or In use

Example: after three years, the employee is ready for a replacement laptop. When the employee receives a new laptop, he returns the original laptop to the hardware depot. The phase is Retire for the old laptop but it could be refurbished and reassigned or prepared for recycling. It remains under asset management. The Retire phase can also apply to devices that are still in use but planned to be retired.

Metaphase: End of life (End)

The device has reached end of life.

Phase Transition Description
Ended Manual

The device is no longer in service. When you move the device in to this phase, you must choose a close code.

Example: the IT organization sends the laptop to a recycling facility. The phase is now Ended.

You can put the device back into the system by manually transitioning it back to the In use phase.

Next phase: None, or return to In stock
Canceled None

The vendor or the organization has canceled the order.

Example: the vendor cannot fulfill the initial order because his suppliers are out of parts. The phase is now Canceled.

Next phase: None

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