Break/fix
A named device needs diagnosis or repair. Record the serial, symptoms, parts location and onsite access. Availability depends on both engineer and part; no arrival time is guaranteed here.
Field Ticket Types: scope the work before choosing a desk
Compare five shapes of field work, then use the published country resources to review local constraints. This is a planning guide, not an automated dispatcher or a confirmed service booking.
Five ticket types
IMAC — install, move, add, change
Define devices, tasks, site window and acceptance checks. A desk move or installation wave is a scoped activity, not automatically many urgent break/fix visits.
Imaging wave
Confirm the approved image, device count, staging area, badges and rollback owner. Use synthetic examples here; do not publish real serials, client names or credentials.
Time and materials
Use a written scope when fault, survey, induction or safety requirements are uncertain. Verify hours, travel, taxes and extra charges with the owner before authorization.
FTE with backfill
Review named headcount, coverage hours, replacement arrangements and acceptance responsibilities. A single contractor without agreed backup is not a confirmed backfill service.
Before requesting an intervention
- Identify the work type and country; confirm the site and local time window.
- Name an accountable owner, access contact, prerequisites and acceptance evidence.
- Review written scope, engineer availability, parts, language, holidays and all-in costs.
- Obtain client confirmation and applicable PO, then separate written Zion authorization before booking, travel, purchase or dispatch.
Worked example — one imaging wave
Twelve fictional laptops in one office require the same approved image during a named window. Scope one imaging activity with staging, badge access, rollback and acceptance checks; do not assume twelve urgent tickets or a confirmed engineer.
Privacy and capability limits
This guide performs no AI inference, upload, account integration, quote acceptance, payment or dispatch. Country and legacy destination pages may remain in English; translating this guide does not certify the whole network. Existing country prices and checkout routes are unchanged.