Create the Helpdesk Ticket

1. From wherever you are in Dream click Create Ticket at the top of the page.

2. Populate all relevant Helpdesk ticket information

   1. Serial Number or Asset Tag is required for repair

3. Click Requires Repair

4. Select Vendor

5. Failure Type:

   1. Accidental: Something is physically broken
   2. Intentional: Something was broken intentionally
   3. Mechanical: Something is not working as it should, but there is no visible damage

6. Return Site: Where will the device be returned to?

7. Device Issue: What is the part that has failed or broke?

8. Repair Description: This is the note that our team will use to help diagnose the reported issue
   

   

9. click Create Ticket

Create a Repair Shipment

1. Click Vivacity Central

2. Click Vendor Repairs

3. Click Shipments
   

   

4. Click the Create Shipment button
   

   

1. Enter box weight if unknown, estimate (a Chromebook is roughly 4 lbs)

2. Select the size of box that you will use

3. Check Use Custom Box if using your own box with custom dimensions

4. Set A Pickup Site

5. Click Next

1. Select repairs from the Add Repair dropdown

2. Click Create Shipment

3. Click the PDF or Image button on the generated box entry to download your shipping label

Need Boxes?

Next to create shippment, click Request Boxes

Set your quantity and the location that they should be delivered to

Adding repairs to an existing shipment

To cut down on shipping, we encourage filling the box before shipping the repairs. In service of this, we have added capacity to the shipment view and the ability to continue adding to boxes until they are shipped.

Steps

1. Click View next to a shipment
   

   

2. Click Add Repair under "Repairs in This Shipment"
   

   

3. Add repairs using the repairs dropdown