How can I allow users to report issues with their asset when returning?

When assets are on loan, issues such as damage or functional problems can arise. Allowing users to report these issues when returning items to the lockers is vital for maintaining a satisfied user base and ensuring that faulty assets are not passed on to the next user.

ONARKEN provides a customisable Fault Reporting feature, which can be enabled through Loan Rules. This feature allows you to tailor fault reporting for specific asset types or loan durations, ensuring a streamlined and effective issue management process.

Fault Reporting Types in ONARKEN

ONARKEN offers three types of fault reporting, giving organisations flexibility in how issues are logged:

1. Yes/No Question:

   • Users are simply asked whether there were any issues with the asset.
   • This is quick and user-friendly but leaves issue diagnosis to administrators.
     
     

2. List of Options:

   • If users report an issue, they are presented with a predefined list of issue categories (configured within the Loan Rule).
   • This allows for faster categorisation of problems.
     
     

3. List of Options with a Custom Field:

   • Functions like the List of Options but includes a free-text field for users to describe the issue in their own words.
   • Ideal for detailed feedback but may extend the return process time.

Permissions Required

To enable and manage fault reporting, you must have the loan_rules.edit permission.

Steps to Enable Fault Reporting

1. Log in to the ONARKEN Management Platform.
   Use your credentials to access the system.
   
   

2. Access the Loan Rules Tab.
   Navigate to Loaning -> Loan Rules.
   
   

3. Select the Rule to Edit.
   Click the arrow icon next to the Loan Rule you wish to modify.
   
   

4. Locate the Fault Reporting Section.
   Scroll down to the Fault Reporting section within the rule.
   
   

5. Enable Fault Reporting.

   • Check the Enabled checkbox.
     
     

6. Configure the Fault Reporting Type.

   • Select the desired fault reporting type:
     • Yes/No Question
     • List of Options (configure the predefined options as required)
     • List of Options with Custom Field
       
       

7. Save Changes.
   Click Save to apply the updated settings.

Benefits of Enabling Fault Reporting

• Improved User Experience: Ensures that users feel heard and supported when issues arise.
• Preventive Maintenance: Allows administrators to identify and address problems before they impact subsequent users.
• Customisation: Tailor fault reporting settings to suit specific assets and loan scenarios.
• Operational Efficiency: Streamlines the reporting and categorisation of asset issues.