Repair Queue
Each repair is tracked on the device record, from diagnosis through parts, warranty and completion. Parts come off inventory as they are used, photos and status history stay with the device, and reports show cost and common failures by model.
What it does
A repair is a support ticket that has reached the bench. In UserAuthGuard it stays the same ticket: the student’s report, the device, the loaner issued and the repair itself are one record, so the history is never split between a help desk and a spreadsheet.
On the repair track a ticket moves through diagnosis, waiting for parts, in repair, sent out for repair, and the warranty states (repair, pending, returned), to repair complete or dead on arrival. A separate pickup status covers the hand-back: pickup pending, received, pending delivery, delivered. Technicians attach the parts they use from inventory, with quantity and unit price; stock is decremented and the usage logged against the repair. Photos of the damage and the finished work attach to the ticket. Every status change is kept with who made it and when.
The device record shows every repair it has ever had, which is the input to a repair-or-retire decision, and for Dell devices the warranty status is looked up from Dell’s warranty service. Repair reports over any date range show the summary, repairs by device model, cost breakdown, status breakdown, common issues and the parts used most, so the parts budget request has numbers behind it.
- ✓ Repair statuses that match the benchDiagnosis in progress and complete, waiting for parts, sent out, warranty repair, pending and returned, complete, dead on arrival.
- ✓ Parts from inventoryAttach parts to the repair with quantity and price. Stock goes down, the usage is logged, and the cost lands on the ticket.
- ✓ Photos and status historyDamage photos at intake, work photos at completion, and every status change with user and time.
- ✓ Pickup tracked separatelyRepair complete is not the same as back in the student’s hands. The pickup status says which.
- ✓ Warranty on the recordDell warranty status is looked up per service tag and shown on the device, so a motherboard failure goes to RMA rather than the parts bin.
- ✓ Repair reports by model and costWhich models fail, how, and what it costs, over any date range. Exportable.
Requires
- The Enterprise plan with the Help Desk and Inventory modules.
- Parts entered in Inventory Management if you want them drawn from stock on repairs. Repairs can be tracked without parts.
Does not
- File warranty claims with the manufacturer. It records the RMA states and shows Dell warranty status; the claim is yours to raise.
- Look up warranty for every manufacturer. Dell is covered; other manufacturers show the dates you record.
- Give students a repair status page. Students are emailed on updates if you enable it; status lives in the dashboard and the teacher portal.
Where it fits
Screen replacement
Diagnosis confirms the panel. The technician attaches the LCD from inventory, stock drops by one, the repair moves to in repair and then complete, and pickup pending tells the front office the device is ready.
Summer backlog
Filter the queue by status and model to batch the work: all the keyboards one afternoon, all the hinges the next. The common-issues report tells you what to order before you start.
Repair or retire
The device record shows three repairs in two years on a model close to its retirement date. The parts cost on those tickets is the number that settles it.
Frequently asked questions
How do warranty repairs work?
The repair track has warranty repair, warranty pending and warranty returned statuses, and you record the RMA details in the ticket. For Dell devices the warranty status is looked up and shown on the device record so the decision is made before parts are pulled.
Can we prioritize repairs?
Yes. Repairs are tickets, so they carry the same low-to-critical priority and the SLA targets you set per priority in the Support Queue.
What does a part cost on a repair?
The unit price recorded for that part in inventory at the time it is attached, times quantity. The cost breakdown in repair reports sums these per model and per period.
What reports are available?
Repair summary, repairs by device model, cost breakdown, status breakdown, common issues and common repair items, over a date range you choose, with CSV export.
Every repair on the device record
The Repair Queue is part of the Enterprise plan, priced per student, à la carte. Start free first: the gap report lists every device with no owner and every student with no device.