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How do I report a broken or faulty device for repair?

Updated

👉 Note! Repair flow is available on the Starter, Standard and Pro billing plans but is under soft release and will be gradually released. Please contact Velory Support for more information and activation.

 

The Device repair flow helps you manage device maintenance efficiently while ensuring minimal disruption to users. By using structured workflows, IT teams can keep hardware operational, maintain accurate data, and make well-informed repair decisions!
 

🧭 In this guide:

Create and initiate repair flow for your device

Any user can initiate a repair request directly from their device page:

  1. Go to your device and open the Support tab.
     
  2. Toggle the switch under “Device in need of repair?” and click Save.

     

When selected, the device status will update to Active - needs repair. This will update the device to be displayed in hardware view with the same status so that it is possible to take further actions from the admin in your company. 

👉 You will be prompted to back up your device before leaving it with your IT department, to ensure no data is lost during the repair.

If you are unsure about your company’s repair policy or routine, please check with your manager or IT department for further guidance.

 

For admins: Handle a device in need of repair

IT admins can review and manage devices flagged as needing repair:

  1. Go to Asset management → Hardware → Needs repair.
     


 

Taking action on a repair request

  • From Needs repair, click the device name to open its detail page.
     
  • In the Support tab, choose whether to:
     
    • Move to “In repair” → The device enters the repair flow. You’ll see a confirmation window explaining the next steps, including a reminder to release the device from any MDM solution before sending it for repair.
       

  • Revert to “Not in repair” → The device is restored to active status. You can reassign it to the same user or move it to a space for other use cases.

     


 

Device status updates

  • When confirmed as In repair, the device will automatically move from the Needs repair table to the In repair table, giving admins a clear overview of all ongoing repairs.
     
  • If set back to Not in repair, the device will return to Active status and no longer appear under repairs in the asset view.
     

When the repair is completed and the device is confirmed to be working properly, its status can be updated to Not in repair.
This action finalizes the service flow for the device in Velory.

👉 Once the status has been updated, make sure to assign the device to a user or space — otherwise, it will remain unassigned. Do not forget to add the payor also! 

 


 

Device status updates

Device Statuses:

  • Active (default operational state)
  • Active - Needs Repair (user-initiated issue)
  • In Repair (admin-confirmed intake)
  • Active (repaired and usable again)
  • Recycled (non-repairable, moved to archived devices)

Transitions:

  1. User initiates repair → Active → Active - Needs Repair.
  2. Admin intake → Active - Needs Repair → In Repair.
    • Automatically: Unassign device, change payor, trigger MDM release prompt,
  3. Repair outcome:
    • In Repair → Active (repaired + reassigned to original or new user/space).
    • In Repair → Recycled (if manually marked as non-repairable --> auto-archived).

Repair Outcomes


As an IT admin, I want to close the repair flow, so we have clear records whether the device was repaired, recycled, or replaced.

  • In device details, under overview admin takes action:
    1. Repaired → Assign to previous user
      • Admin reassigns device to previous user
      • Status auto-updates to Active.
      • Event log: <Admin Full Name> assigned repaired device to <User Full Name>.
      • Admin un-assigned replacement device (manual process)
    2. Repaired → Assign to different user/space
      • Status auto-updates to Active.
      • Event log: <Admin Full Name> assigned repaired device to <New User/Space>.
      • Admin sets correct payor (manual)
    3. Recycled (Not repairable)
      • Admin opens the support tab under device details and clicks on 'Remove device' (Device removed & archived)
      • Device status changed to 'Recycled'
      • Event log: <Admin Full Name> removed device from Velory.
    4. Replaced (New device registered instead)
      • Admin registers the new device manually or removes the replaced device so the user is able to order a new device. 

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