Service requests for HsM

Information on Service Requests

Service requests for XIBU second-generation devices, integral 2GO HsM/4PM, and HsM GatewayLAN/SIM are submitted using the HsM system via the Hagleitner360 app or the HsM web portal. You can create a service request for devices that are already registered in HsM (distinct service request), as well as for devices that have not yet been registered in HsM (indistinct service request).

Navigation

• Distinct service request using HsM web portal or Hagleitner360 app
• Indistinct service request using HsM web portal or Hagleitner360 app

Distinct service request in the HsM web portal

1. Open the HsM web portal.
2. Use the customer search function to locate and select the desired customer number.
3. Navigate to “Devices” and select “Device list.”
   
   
4. Select the desired device.
5. In the information panel on the right, click on “Service requests” and then select “Create service request.”
   
   
6. Specify the type of issue. 
   1. Optionally, you may add a description for additional details.
7. Click the "Create and order" button to submit the service request.
   
    
   1. Alternatively, click "Create" to save the repair request and submit it at a later time.
      
      

Distinct service request in the Hagleitner360 app

1. Open the Hagleitner360 app.
2. Search for the relevant customer number.
3. Tap on "Devices."
   
   
4. Select the relevant device.  
5. In the device detail view, tap “Service requests”.
   
   
6. Tap the "New service request" button.
7. Specify the type of issue.  
   1. Optionally, add a description for further details.  
8. Tap "Done" and "Order now" to submit the service  request.
    
    
   
   1. Alternatively, tap "Save and order later" to submit the service request at a later time.

Indistinct service request in the HsM web portal

1. Open the HsM web portal.
2. Use the customer search function to locate and select the required customer number.
3. Click on “Devices” and then select “Service requests.”
   
   
4. Click the blue “Request service” button.
5.  Specify the device type (e.g., paper towel dispenser).
   1. Optionally, indicate the device variant.  
6. Enter the location of the device requiring repair.
7.  Select the type of defect.  
   1. Optionally, provide a description for additional details.
8. Click the “Create and order” button to submit the service request.
   
    
   1. Alternatively, click “Create” to save the service request and submit it at a later time.
   

Indistinct service request in the Hagleitner360 app

1. Open the Hagleitner360 app.  
2. Search for the desired customer number.  
3. Tap on “Service requests.”
   
   
4. Tap the three-dot menu in the upper right corner.  
5. Tap “Create indistinct service request.”  
   
   
6. Specify the device type (e.g., paper towel dispenser).  
   
   1. Optionally, indicate the device variant.  
7. Enter the location of the device requiring repair.  
8. Select the type of defect.  
   
   1. Optionally, provide a description for additional information.  
9. Tap “Done” and “Order now” to submit the repair request.
   
    
   
   1. Alternatively, tap “Save and order later” to submit the service request at a later time.