The software has a scan function. You can push the on the button for the scan function and then scan a ticket and then you get some basic information.
But there should be some more information here at this point. You get only some basic information, but I think it shall work like the following.

Customer comes with a broken device. He explaines the mistake to the person at the front desk. The person at the front desk writes in the comments, what is wrong with the device and puts a label on the device and gives it to the repair shop.

The first thing what the person at the repair shop makes, is to scan the label. Here, he finds some infos, what is wrong with the device. Here he should also to push a button and to make the diagnosis for the pre test. When he is ready, then he has to write his name to it (assign it to himself, that he made the pretest). Then he or another person makes the repair with the spare needed. And then he also has to write his name on it (assign it to himself). And then he makes the end test by himself or gives it to another person for the end test, which he has also to sign (assign it to himself).

In that case, we would always know, which device was made by which technician, who did the pretest and who did the end test.

Let me think, what the community thinks or how the workflow for a repair should be? Please share your thought!