FS-DOC-03Operations
Process Runbook / SOP
Device & Hardware Management
[YourCompany.com] · IT Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating reference for the IT Coordinator and IT Manager responsible for device and hardware management. It describes exactly what the automation does at each step, what your team needs to do (which is very little), how to handle exceptions when something falls outside the normal flow, and who to call when you need support. FullSpec builds, monitors, and maintains the automation end to end. Your job is to handle the one physical step that cannot be automated and to act on any flagged exceptions the system surfaces for you.
01Process overview
This automation covers the full lifecycle of every company-owned device: assignment to a new hire or on request, MDM enrollment verification via Jamf, outbound confirmations to staff, quarterly audit chasing, and offboarding return plus wipe. Three agents work together to replace eleven of the twelve manual steps that previously fell to the IT Coordinator. The one remaining human step is the physical handover and condition check on device return, which requires eyes-on verification before the system marks the device available again. Everything else, including register updates, Jira ticketing, Gmail confirmations, Slack alerts, and Jamf sync, runs automatically the moment a trigger event is detected.
Process name
Device & Hardware Management
Trigger
A new hire is confirmed, a leaver is flagged, or a device request ticket is submitted in Jira (or via HR webhook)
Final output
An up-to-date Airtable asset record, a closed or updated Jira ticket, a sent Gmail confirmation to the employee, and a Slack summary posted to the IT channel
Agents running
Asset Register Agent, Device Lifecycle Comms Agent, MDM Sync Agent
Tools involved
Airtable, Jira, Jamf, Gmail, Slack, Google Sheets (fallback HR data source)
Weekly volume
Approximately 10 device events per week (roughly 40 events per month)
Human checkpoint
Physical device handover and condition check on return (IT Coordinator)
Process owner
IT Coordinator (day-to-day); IT Manager (escalations and procurement approval)
02Step-by-step: what happens and who acts
What you actually need to do: Your one required action in this process is the physical device handover and condition check when a device is returned by a leaver or swapped out. You inspect the device, confirm it is physically received, and mark it received in Airtable (or confirm via the Slack prompt the system sends you). Every other step runs automatically. You do not need to draft emails, update the register, chase staff for audit replies, or manually update Jira.
Step
What happens
Who acts
Type
1
A device event is detected: either a new hire record is created, an offboarding is initiated in the HR system, or a device request ticket is submitted in Jira. The automation platform receives this as a trigger and the flow begins immediately.
Automation
Automated
2
The Asset Register Agent queries the Airtable device register to find an unassigned device that matches the role and spec requirements pulled from the trigger event. The lookup happens in seconds and does not require anyone to open a spreadsheet.
Asset Register Agent
Automated
3a
If a matching device is available, the flow continues directly to Jamf enrollment. If no suitable device is in stock, the Device Lifecycle Comms Agent posts a procurement alert to the IT Manager in Slack with the required spec so they can act on it.
Device Lifecycle Comms Agent
Automated
3b
The IT Manager reviews the Slack procurement alert and approves or redirects the request. This is the only point where an IT Manager action may be needed in the assignment flow, and only when stock is unavailable.
IT Manager
Human
4
The MDM Sync Agent calls the Jamf API to confirm the device is enrolled under the correct MDM policy profile and marks it ready for assignment. Any enrollment gap or error is flagged automatically to the IT Coordinator via Slack so it can be resolved before handover.
MDM Sync Agent
Automated
5
The Asset Register Agent writes the assignment record back to Airtable: assigned user, assignment date, device serial number, and expected return date. A timestamped audit entry is created automatically. No manual editing of the register is needed.
Asset Register Agent
Automated
6
The Device Lifecycle Comms Agent sends a standardised confirmation email to the employee via Gmail. The email contains device details, an acceptable-use policy link, and return expectations. The content is pulled dynamically from the Airtable record so it is always accurate.
Device Lifecycle Comms Agent
Automated
7
The Asset Register Agent creates or updates the relevant Jira ticket with the assignment details and status. If the event originated outside Jira, a new ticket is created automatically to maintain the service desk audit trail.
Asset Register Agent
Automated
8
The Device Lifecycle Comms Agent posts a summary message to the IT Slack channel confirming the event: device assigned, recipient, serial number, and any items flagged for manual follow-up such as the physical handover confirmation.
Device Lifecycle Comms Agent
Automated
9
When a leaver is confirmed, the IT Coordinator receives a Slack prompt to arrange physical device collection and inspect the returned device on receipt. This is the one step that requires a human present. Once the check is done, the coordinator marks it received in Airtable.
IT Coordinator
Human
10
After the physical return is confirmed, the MDM Sync Agent triggers a remote wipe via the Jamf API and re-enrolls the device as available stock. The Airtable record is updated automatically to show the device as unassigned with a condition note.
MDM Sync Agent
Automated
11
Each quarter, the Device Lifecycle Comms Agent sends an automated audit email to all staff holding devices, asking them to confirm serial number and condition. Responses are collated and reconciled against the Airtable register. No manual chasing is required.
Device Lifecycle Comms Agent
Automated
12
Any device past its useful life threshold (set in Airtable) triggers an automated alert to the IT Manager and a draft disposal notification to the finance team via Gmail. The IT Manager reviews and approves the disposal action.
Asset Register Agent + IT Manager review
Automated
Process Runbook / SOPPage 1 of 3
FS-DOC-03Operations
03Handling exceptions
The automation is designed to handle the normal flow without any human input. The situations below are the realistic exceptions where the system either cannot proceed without help or takes a protective action to avoid data errors. When one of these occurs, you will receive a Slack alert or a flagged Airtable record telling you exactly what needs your attention.
Situation
What the system does
What you do
Trigger event arrives with missing or incomplete data (e.g. no device spec, no assigned user name)
The Asset Register Agent pauses the flow and posts a Slack alert to the IT Coordinator listing the specific fields that are missing. The Jira ticket is updated with a 'Pending Info' status so nothing is processed on incomplete data.
Check the Slack alert, locate the source ticket or HR notification, and add the missing details directly to the Jira ticket or Airtable record. The flow resumes automatically once the required fields are present.
A device event is submitted for a user who already has an active assignment in Airtable (potential duplicate)
The Asset Register Agent detects the existing active record and halts the new assignment. It flags the duplicate in Airtable and sends a Slack alert to the IT Coordinator naming both the existing and the new event so they can be compared.
Review the flagged records in Airtable. If the first assignment is genuinely complete and the record was not closed off, update it to returned or resolved and then rerun the new event from the Slack prompt. If it is a genuine duplicate request, reject it from Jira.
No matching device is found in the Airtable register (stock unavailable)
The Device Lifecycle Comms Agent immediately posts a procurement alert to the IT Manager in Slack with the required device spec pulled from the trigger. The Jira ticket is updated to 'Awaiting Procurement' and the new hire or requester receives an automated holding email via Gmail confirming their request is being actioned.
Review the Slack procurement alert, confirm the spec with the requester if needed, and raise the purchase through your normal procurement route. Once a device is added and marked available in Airtable, the flow restarts automatically.
Physical handover step is not completed within 48 hours of the Slack prompt (leaver return scenario)
The Device Lifecycle Comms Agent sends a follow-up Slack reminder to the IT Coordinator and a separate reminder email to the leaver's manager after 48 hours with no confirmation. After 72 hours, the IT Manager is also alerted. The Airtable record stays in 'Return Pending' status and the device is not marked available.
Arrange physical collection as soon as possible. Once you have the device, mark it received in Airtable. If the device cannot be recovered, escalate to the IT Manager to log it as missing and follow your organisation's device loss policy.
An employee does not respond to the quarterly audit email within the follow-up window
The Device Lifecycle Comms Agent sends two follow-up reminders at configurable intervals (default: 5 days and 10 days after the initial email). After the second reminder, the device is flagged as 'Unconfirmed' in Airtable and the IT Manager receives a Slack alert listing all non-responsive staff.
Contact the flagged employees directly or escalate to their line manager. Once they confirm, update the Airtable record manually or ask them to reply to the audit email. The system reconciles confirmed responses automatically; only unconfirmed ones need your follow-up.
Jamf is unavailable or the Jamf API call fails (tool outage or network issue)
The MDM Sync Agent retries the Jamf API call three times at five-minute intervals. If all retries fail, the agent logs the error to Airtable, marks the device record as 'MDM Pending', and sends a Slack alert to the IT Coordinator with the error code and device serial number. The rest of the flow (register update, email, Jira ticket) still completes so no data is lost.
Check Jamf status (status.jamf.com) or your internal Jamf Pro instance. If the outage is brief, the system will retry on the next scheduled run. If the issue persists, manually enroll or wipe the device in the Jamf console and then update the Airtable record to clear the 'MDM Pending' flag. Contact FullSpec support at support@gofullspec.com if the integration does not recover after the outage resolves.
Process Runbook / SOPPage 2 of 3
FS-DOC-03Operations
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed and before go-live. The FullSpec rows are fixed. For anything related to the automation itself (an agent not running, an unexpected error, a flow behaving incorrectly), contact FullSpec support first. For anything related to your internal process, devices, or staff, use your own team contacts below.
Role
Name
How to reach them
IT Coordinator (process owner, day-to-day)
Sam Okafor
[Rep email]
IT Manager (escalations, procurement approval, end-of-life decisions)
Jordan Reeves
[Rep email]
Operations Lead (cross-team escalations, HR event coordination)
Priya Nair
[Rep email]
Finance or Procurement contact (purchase approvals)
[Your name]
[Rep email]
HR system owner (hire and departure event feeds)
[Your name]
[Rep email]
FullSpec builder (build queries, integration changes, agent config)
FullSpec Team
support@gofullspec.com
FullSpec support (automation errors, outages, unexpected behaviour)
FullSpec Support
support@gofullspec.com
If an agent stops running or a flow produces incorrect output, do not attempt to fix the automation platform configuration yourself. Contact FullSpec at support@gofullspec.com with the Airtable record ID and the Slack error message (if one was sent) and the FullSpec team will investigate and resolve it.
05Ongoing maintenance
This automation is designed to run without regular intervention. The maintenance tasks below are the scheduled actions that keep it accurate and reliable over time. Most take fewer than 15 minutes. The IT Coordinator owns the day-to-day items; the IT Manager owns the quarterly review.
Whenever a new device type or spec is added to stock
Add the device to Airtable with all required fields: serial number, make, model, spec tier, condition, and status set to 'Available'. The automation reads availability from this record, so a missing or incomplete entry means the device will never be assigned automatically.
IT Coordinator
Whenever email templates need updating (e.g. policy wording changes, new return instructions)
Update the relevant Gmail template in the shared template folder (linked in Airtable). The Device Lifecycle Comms Agent pulls content dynamically, so changes take effect on the next event without any rebuild required. Notify FullSpec if structural changes (new fields, new recipient logic) are needed.
IT Coordinator, with FullSpec support for structural changes
Monthly spot-check (first Monday of each month)
Open the Airtable asset register and filter for any records in a non-standard status: 'MDM Pending', 'Return Pending', 'Unconfirmed', or 'Pending Info'. Resolve any that have been sitting for more than five days. This check takes about 10 minutes and catches anything that fell through the exception path.
IT Coordinator
Weekly error-log review
Review the automation error log (accessible via the Airtable 'Automation Log' view or the error summary Slack post sent each Monday morning). Check for repeated failures on the same device or user record, which may indicate a data quality issue rather than a platform problem.
IT Coordinator
When a team member joins or leaves the IT team
Update the contact rows in this runbook and notify FullSpec at support@gofullspec.com so Slack alert routing and Gmail notification recipients can be updated in the agent configuration. Do not change Slack channel names or Gmail aliases without telling FullSpec first, as these are referenced in the automation.
IT Manager, with FullSpec notified
Quarterly volume review (aligned with quarterly audit cycle)
At the end of each quarter, review the total event count in Airtable against the expected volume of approximately 40 events per month. If volume has grown significantly (more than 25% above baseline), discuss with FullSpec whether any rate limits or Jamf API call caps need reviewing. Also confirm that the quarterly audit email list in the Comms Agent is up to date with current staff.
IT Manager, with FullSpec for any configuration changes
The single most common maintenance issue for this process is a new device being added to physical stock but not entered into Airtable correctly, or entered with a status other than 'Available'. When this happens, the Asset Register Agent cannot find the device and raises a false procurement alert. Before adding any device to the shelf, add it to Airtable first and confirm its status is set to 'Available'.
Process Runbook / SOPPage 3 of 3