--0000000000008a0af50610f80977 Content-Type: multipart/alternative; boundary="0000000000008a0af30610f80975" --0000000000008a0af30610f80975 Content-Type: text/plain; charset="UTF-8" Greetings Tim, Please take a look at the following documentation. Take a few days to look it over and let me know what you think. Also please send me the phone information for those that are locked with the Apple ID and I can work to get them unlocked. *Canada New Line or Replacement for Existing Line* 1. Order is received through FreshDesk 2. Ticket is assigned to L2 for fulfillment if a replacement is warranted (if it is a new hire ticket, the ticket is cloned with a tag of *Cell Phone Request* and then assigned) 3. Available stock is checked - If stock is available in Canada, a phone is selected from available stock - If stock is not available in Canada, a phone is selected from available USA stock and shipped to Canada 4. An iPhone is selected - If the iPhone is associated with an existing line, Rogers is updated *Note: existing lines with ETFs are prioritized* - If the iPhone is not associated with an existing line, it is assigned to the existing line for a replacement or a new line for a new phone - If no iPhones are available, a new phone is ordered through Rogers 5. The iPhone is checked out from FreshService and assigned to the new user 6. The iPhone is shipped out with a return label if there is a broken iPhone 7. Once the new phone is received the old one is shipped back if there is one 8. Old phone is decommissioned in FreshService if there is one 9. Ticket is closed *Canada Recovery* 1. Offboarding request is received through FreshDesk 2. Recovery label with return label is created and emailed to Tim Thomas tt@thekey.com 4464 Ste Catherine West, Westmount Quebec H3Z1R7 3. iPhones are received by Tim Thomas 4. iPhones are recorded by Tim Thomas in the Canada iPhone Recovery list 5. iPhones are updated in Rogers - If line needs forwarding, forward line for 30 days - Disconnect the line in after 30 days if there are no ETFs on the line - Suspend the line after 30 days if there are ETFs on the line - If line doesn't need forwarding - Disconnect the line if there are no ETFs on the line - Suspend the line if there are ETFs on the line 6. iPhones wiped and/or added into Apple Business Manager and enrolled in Jumpcloud (if not already) 7. iPhones checked in/added into FreshService *John Hawkins*Senior System Administrator jhawkins@TheKey.com (503) 506-0992 [image: TheKey] --0000000000008a0af30610f80975 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Greetings Tim, Please take a look at the following doc= umentation. Take a few days to look it over and let me know what you think.= Also please send me the phone information for those that are locked with t= he Apple ID and I can work to get them unlocked. Canada New Line or Replacemen= t for Existing Line Order is received through FreshDesk Ticket is assigned to L2 for fulfillmen