Custom machines and "out-of-stock" machines will have an "Order" created in LightSpeed. If the machine requires a data transfer or setup of some sort, the "Order" must be converted to an "SRO" (Service Request Order). Follow this procedure to prepare the computer for service in the tech department.
- Look up the customer’s “Order” in LightSpeed and verify that all of their information is correct under their “Customer” card (customer name, email, address and phone number).
- Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.
- When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.
- This will create an “SRO” that will carry over the customer’s info, the “Printed Notes” and “Internal Notes” fields, and of course the “Products” listed in the original “Order.”
- Scan the serial number of the new computer into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.
- If they are transferring from a second computer put that in the second “Serial Number” field.
- Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.
- Remove the first line, “Computers” from the “Problem Description” field and enter in a proper description of the work that will be performed. Examples: “Data transfer from backup drive to new Mac.” “Data transfer from old Mac to new Mac.” “Transfer from old Mac to new Mac and install Windows 10 and Parallels.” “Transfer from backup drive and install Microsoft Office 365.”
- If the old computer is present, start it up and check if there are programs that will be either incompatible or will need a serial number to be retrieved. Gather as much information as possible. For example, if the customer uses Dropbox, and the customer is present, ask them for the email address and password for Dropbox, as they will need to sign into their account after the transfer has been completed. If they know any of their email passwords that will be helpful too. Any additional information that you can include to help the tech department will be useful here.
- Remove the “AST Results” line, as this is the only repair that does not require diagnostics.
- Obtain the old computer password and test if possible.
- Obtain the customer's AppleID and password and test that it works, as the current macOS versions require an AppleID to update and accept certain Applications in the AppStore (Pages, Keynote, Numbers, etc).
- If they are transferring from a backup drive check when the last backup was and note it the date in the “Backup Status” line in the “Problem Description” field of the “SRO.”
- Go to "Options" on the “SRO” and check appropriate boxes and enter the “Estimated Completion Date.”
- Print 2 copies of the SRO and print as many SRO labels as needed for all pieces that are going into the tech room.
- If the customer is present, make them aware of the “Estimated Completion Date.”
Print 2 copies of the SRO and print as many SRO labels as needed for all pieces that are going into the tech room.