F&S - Printer/copier service and repairs

Users will put in requests to have printers and copiers repaired. These requests need to be reported to RK Dixon, who will do the repair work. Follow the process below to make a Service Call with RK Dixon.

Make a Support Desk Ticket

The ticket in CA should be created as follows:

Request Area: FandS.Support Desk.RK Dixon

Work Type: Fulfillment

Group: TechSvcs-Help Desk

Summary: RK Dixon Repair Request [confirmation number]

The confirmation number is given when you finish the RK Dixon form. Please include it in the summary line (either when making the ticket or after).

The confirmation page will look like this [confirmation number highlighted]:


Example summary line:


When the ticket is complete and you have filled out the RK Dixon Service Call form, first Manual Notify the customer with the following template:

Hello,

Your [printer/copier] repair request has been submitted. This ticket is now being transferred to the F&S Service Desk, who will update you when the repairs are complete.

Best,
[your name]
Technology Services

Then, transfer the ticket to the F&S-ITS Service Desk group. They will get confirmation of the repairs and close the ticket.

You will need several key pieces of information on the user's location and printer:

  • Address and Room number
  • Make/Model of Printer
  • RK Dixon Asset Tag Number (located on sticker on side of printer, see photo below)

RK Dixon Website

To place a service call, go to the RK Dixon Website:

https://www.rkdixon.com/support/place-a-service-call/

Fill out the form, as shown below.

Name: [first] F&S [last] IT Services

Company: University of Illinois

Phone: 217-244-6350

Email: fandsdlusersupport@mx.uillinois.edu

Address: Provided by customer

Office Hours: 8-5

Make (brand): Provided by customer

Model: Provided by customer

Black/color/total meter: Blank

Location/Dept/Floor: Room number

P.O. Number: Blank

Serial# / Asset# / EQ#: Provided by customer. If they cannot provide it then transfer the ticket to the F&S-ITS Support Desk group. The RK Dixon Asset Number can also be used here, which is posted on a sticker on the side of the printers. For large copiers, use the serial number (details below).

Description: Please include a description of what the issue is.


screenshot2
Example of the RK Dixon Asset Number sticker

Toner and Waste Toner

For printers that are not large copiers, users should come down to the basement in the Physical Plant Service Building (PPSB) to where IT is. Someone in Room 20, 30, 31 or 40a can get them a replacement.

Address: 1501 S Oak St, Champaign, IL 61820

Xerox 6505 Printers

There are two items on the Xerox 6505 Printers that the F&S Support Desk can replace.

These items are:

  • Fuser
  • Imaging Unit

If the call comes in for these two items, transfer the ticket to the F&S-ITS Support Desk group in CA. All other Xerox 6505 repairs need to have a ticket with RK Dixon.

Please note: The F&S Support desk does not replace the fuser or imaging unit on any other printers. All Dell, HP or others need to have a ticket made with RK Dixon.

Large Copiers

Any ticket for replacing a Toner or a Waste Toner in a copier (large shared printers), the ticket should be transferred to the F&S-ITS Service Desk group.

Users are not to replace these items.

All repairs on large copiers must have an RK Dixon ticket. Making a ticket for a copier is the same as other printers with one minor difference. You will use the Serial Number of the Copier instead of an RK Dixon Asset Number.

The Serial Number is printed on a label just below the U of I Asset sticker (“P Tag”). It should be located on the front or side.

This Serial Number will be put in the Serial#/Asset#/EQ# field.





Keywords:Facilities Services RK Dixon asset number documentation   Doc ID:86181
Owner:Shawn L.Group:University of Illinois System
Created:2018-10-01 18:55 CDTUpdated:2019-02-15 17:22 CDT
Sites:University of Illinois System, University of Illinois Technology Services
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