Shipping and labels

On an IT ticket, open the Ship stage. Enter ship-to address, requested delivery date, and tracking number, then Save shipping. When the ticket is closed with tracking, Lifecycle can refresh carrier tracking events for the panel.

Filter the IT queue with Ship to see tickets still on the shipping stage. Skip Ship with the red X when the hire or change does not involve hardware shipment.

Configure USPS, FedEx, and UPS API credentials and label printers under Settings (Shipping / carriers pane). Secrets are stored masked like other Connections secrets - never in the URL or logs.

Without carrier keys, label create stays in sandbox mode (sample tracking / label payload) so you can practice print flows. Prefer sandbox until credentials are validated.

Register label printers with a name, connection string, and size (default 4×6). Use them when creating a label for a ticket so print status can move from ready → queued / printed / downloaded.

When creating a label, Lifecycle suggests services from urgency: Immediate / overnight-style options first for Immediate tickets, 2-day options for Urgent, and ground / Priority Mail for standard work. Pick the service that matches policy, then generate the label.

IT can email a tokenized portal link for an asset transfer or computer replacement. The employee opens the link on the portal (no desk role required), accepts, chooses onsite pickup or ship-to address, and submits.

Replacement links include a 14-day (2-week) return window: confirm the device being returned, acknowledge that a return label ships with the replacement, review the setup checklist, and optionally note other changes needed.

Employees can report a shipping error from the same portal link by choosing what happened (package lost, returned undeliverable, or held at a carrier location). That puts the existing shipping ticket into Urgent error mode with staged IT instructions for that case - not a separate top-bar ticket type.

See User portal for hostnames and employee steps.

Open Return tickets remind the employee on a cadence: first when due / opened, then every 3 days until the return is complete or IT delays the next reminder. Manager is CC'd when an email can be parsed from the manager field.

Reminders need Settings → Notifications From configured. Missing user UPN / email skips that reminder with a note for operators.

Portal emails and return reminders fail silently for the employee if Notifications From is empty - set it before relying on links.

Sandbox labels look real but are not bookable with carriers. Turn sandbox off only after live credentials work.

Access → Permissions can scope Ship desk groups for meeting / replacement shipping - confirm the right AD groups if staff cannot see Ship work.