Smart Hands 2022.5 Release
Smart Hands 2022.5 is available October 10, 2022.This release offers a new report and various enhancements related to the ordering process, flexible orders, recurring orders, and inbound shipments/RMAs. Discounted Hourly Rate for Flexible Orders When you create a Smart Hands request, you can choose from several scheduling options (Flexible, Standard, Expedited, etc.). With this release, the Flexible option is now offered to you at a discounted hourly rate – making this your most economical option. Flexible scheduling allows the work to be completed any time before a specified date. For example, if you submit the Flexible order on the 1st of the month, and you specify a completion date of the 10th, the work may be completed anytime between the 1st and the 10th. Flexible scheduling is recommended for low- or medium-priority requests. Inbound Shipments: Shipping Manifest/Bill of Materials When you create an Inbound Shipment request, a new option is available forEquinix to Scan and Send Shipment Manifest/Bill of Materials. With this option enabled, the manifest/BOM is scanned and sent to you electronically when the shipment is received. Enhancements for Recurring Orders With this release of Smart Hands, it’s easier to find your recurring orders, and easier to see the relationships between the parent orders and the child orders. Enhancements to the Orders and Tickets History Screen Recurring orders are now more easily identifiable. A newRecurringtab allows you to see all your open parent orders. You can also use the filtering options to refine the list by status, location, and/or creation date. Clicking a parent order takes you to the Activity Timeline of the parent. Enhancements to the Activity Timeline/Service Details Tabs The Activity Timeline of the parent order shows the 5 most recent child orders associated with it, with a link to each of those orders. The Service Details tab shows the Recurrence Details for the parent order. A newAll Recurring Orderstab shows all child orders associated with the parent order (for the last 12 months). It shows whether each child order is open or closed. You can filter this list by date and/or status. The Activity Timeline for each child order provides a link to its parent order, and another link to view all its sibling orders. New Report: Smart Hands Charges and Labor A new self-service report is available in the Reports Center –Smart Hands Charges and Labor. It shows details about all your billed Smart Hands charges for a selected time period. You can view up to 12 months of charges in this report. You can configure the report to run once, or on a recurring basis. Easier Process for Return Material Authorizations (RMA) Handling of an RMA (as part of an equipment replacement) is now a simpler, more straightforward process. Your inbound equipment and associated packaging will be held in the IBX’s intake area until the time of installation. After installation, the packaging will be re-used to return the old equipment. An RMA request will generally consist of 3 parts: AnInbound Shipmentorder AMove/Replace Equipment/RMAorder AnOutbound Shipmentorder You can submit all 3 orders together via theMove/Replace Equipment/RMAorder form. The new process allows for better tracking of RMA requests. It also ensures compliance with our Flammable Material Removal Policy, by preventing cardboard from entering the colocation floor. Save Your Order Contact Preferences When you create a Smart Hands order, you must select a Technical Contact, and you must specify when Equinix is permitted to call them (such as only during the IBX's business hours, or only during the Technical Contact’s business hours). With the 2022.5 release, each user can now save their contact preferences in their user profile. Now when you’re selected as a Technical Contact for a new order, your time zone and calling preferences are automatically populated in the order. Expanded Availability of Smart Hands Video Feature Smart Hands Video is a limited-release feature. Via Zoom video conferencing, this feature allows you to collaborate with the technician when they're working on your order in your private cage or non-colo area. With the 2022.5 release, Smart Hands Video is available in these additional IBXs: CH1, MI1, ML2, ML3, ML5, NY2, SH6, SK1, SY4, SY5, SY6, TR2. Learn more about Smart Hands onDocsandReadiness!
Smart Hands 2022.6
Smart Hands 2022.6 Equinix Smart Hands 2022.6 is available December 12, 2022. This release includes the following changes to the Smart Hands interface. Order a Support Plan Online For direct users, Smart Hands Support Plans can now be ordered online. When ordering, you can choose Prepaid Smart Hands Hours or a Monthly Smart Hands Support Plan With Rollover. For more details and instructions, see Support Plans. Note: Online ordering of support plans is not yet available for reseller accounts, or for users in Bulgaria, Italy, Poland, Turkey, India, Korea, China, Belgium, Indonesia, South Africa, Chile, or Peru. Enhanced ‘Activity Timeline’ Details The Activity Timeline now provides additional updates about your Smart Hands orders: For scheduled requests – Once the scheduling of the work is accepted by Equinix, the scheduled start date and time are now shown in the timeline. For orders with the video conference option enabled – Once the scheduling of the Zoom meeting has been accepted by Equinix, the meeting date and time are now shown in the timeline. For inbound shipments containing multiple packages – As your packages arrive at the IBX, the timeline is updated to show the number of packages received so far (green=received, red=not received). Once all parts of the shipment have been received, the colored indicator is solid green. Time Zone Indicator on ‘Orders and Tickets History’ On the Orders and Tickets History screen, a new globe icon () in the Estimated Completion column indicates that the estimated completion dates/times are displayed in your preferred time zone (not the IBX local time zone). Note: If you want to change your preferred time zone in ECP, select My Profile (under your username in the top right corner). Select an option from the Time Zone drop-down list and click Submit. New Tooltip for Install/Move/Replace Equipment On the order forms for Install Equipment and Move/Replace Equipment, there’s a new tooltip beside the option for I have an inbound shipment ticket. It explains that if you’ve just finished submitting the Inbound Shipment ticket, it might take up to 30 minutes to be available for selection. New Option on ‘Cable Connectivity Check’ Form On the Cable Connectivity Check form, when selecting an asset, there’s a new option for Proceed with the cable removal if live traffic is detected. If you select it, you acknowledge that Equinix is not responsible for any service outages resulting from the cable removal. Optional ‘Scope of Work’ For Smart Hands order forms that allow you to upload a template or use a Guided Form (such as the order forms for Install Equipment and Install Cables), the Scope of Work details field is now marked as “Optional”. As long as you’ve included all the necessary details in the guided form or the uploaded template, you don't need to include them again in the Scope of Work section. Date Field Clarification for Inbound Shipments For clarification of the Inbound Shipment form, the Date field has been renamed Approximate Arrival Date. Enter the date you expect the shipment to be delivered to the IBX (not the date it was shipped).
