Asset RMA and CI relationship

[bd547]

Hello,

What is the best practice to handle the asset RMA process? Let's say the network device or server gets replaced by a support provider, and it has a new serial number. 

Option 1: Can you update the existing asset with a new serial number and document the old serial number on the asset? This way, all the relationships the CI or asset objects have are maintained.

Option 2: Retire existing asset with state Retire and substate RMA. Create a new asset with a new serial number, link the old CI record to the new asset, and make sure all the relationships are established.

[Dr Atul G- LNG]

Hi @bd547 

I would prefer Option 2, the reason being that a new asset and CI (Configuration Item) are installed, and now the attributes of both the asset and CI also get updated. So, using Option 2 makes more sense.