Technician Guide — Repairs
How to find a repair by serial number, move it through the repair stages, and record the work you did.
This guide is for the workshop. Everything you need is in Warranty Claim.
Customer questions and complaints are not handled here — those belong in Helpdesk. See Which System Do I Use?.
Finding a repair by serial number
The serial number on the product label is the fastest way to find any repair.
- Read the serial number off the label of the product in your hand.
- In the search bar at the top of the screen, type Warranty Claim and open it. You will see the repairs for your branch.
- Type the serial number into the search box above the list.
- Open the repair that comes up.
[screenshot: the Warranty Claim list with a serial number in the search box and one matching result]
Either number works — Product Serial No or Inverter Serial No. If the first brings nothing, try the other.
Still nothing? Check the number character by character; O and 0 look alike. If it is truly not there, the front desk may not have logged it yet — go and ask them rather than create a second record for the same product.
Moving the repair through its stages
A repair moves one stage at a time. To change it, open the repair, set the new status, and click Save.
| Status | What it means |
|---|---|
| Received | The product is with us. Nobody has looked at it yet. |
| Diagnosing | You are testing it to find the fault. |
| Awaiting Parts | You know the fault, but you are waiting for a part. |
| In Repair | You are working on it. |
| Ready for Pickup | The work is done and the product is ready for the customer. |
| Collected | The customer has taken it. The front desk sets this one. |
[screenshot: the status field on a Warranty Claim, open, showing the list of stages]
Worth knowing:
- Move the status as you work, not at the end of the day. The front desk reads the status to answer customers on the phone. If it is stale, they cannot help.
- You may skip Awaiting Parts if you had the part all along — go straight from Diagnosing to In Repair.
- You may go backwards. If you discover a second fault, moving from In Repair back to Awaiting Parts is perfectly fine.
- Do not set Collected yourself. That belongs to the front desk, at the moment the customer is there to receive the product.
Recording your work
Fill this in as you go, while it is fresh — not after the product has left the building.
- Open the repair.
- Write what you actually found, not just what the customer reported. For example: "Cooling fan seized, board overheating."
- List the parts used, with quantities. For example: "Cooling fan × 1, thermal paste × 1."
- Note anything the customer should be told at pickup — a part that was replaced, or a second fault you found and left alone.
- Click Save.
[screenshot: a Warranty Claim showing the repair details and parts used filled in]
This matters for two reasons. When the same unit returns in six months, the next technician reads your notes and saves an hour of testing. And when the customer asks at the counter what was done, the front desk can answer without calling you off the bench.
Finishing a repair
- Test the product properly before you call it done.
- Set the status to Ready for Pickup.
- Click Save.
The front desk takes it from there — they call the customer and mark it Collected at handover.
Common questions
The product cannot be repaired. Write clearly what you found and why it cannot be fixed, save it, and tell your Branch Manager before you change anything else.
I have been waiting weeks for a part. Leave it at Awaiting Parts so it stays visible, and raise it with your Branch Manager. Do not move it to In Repair just to make the list look tidy.
The customer is calling me directly to complain. Send them to the front desk. Complaints go in Helpdesk, never in the repair record.