Equipment Shipping and Tracking

[ehealy]

My company has retail locations that we need to ship assets to and track them. Currently we are doing that within the same ServiceNow ticket (case) we use for troubleshooting. We use CSM for our support team. Has anyone found a better way to separate shipping/tracking assets withing ServiceNow? I'd like to separate that piece as sometimes tickets are closed when equipment is returned, but we still need to do work remotely to get the equipment running once it's plugged in at retail. 

[Ashok Sasidhara]

Check whether transfer orders will be helpful. A transfer order contains separate transfer order lines for each asset that will be transferred. Under each transfer order line, transfer order line tasks can be used to track the completion of each stage (prepare to ship, shipment, receiving etc.). The following URL has details about transfer orders:

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/asset-management/con...

[Eric Ferrington]

Shipment tracking aligned with asset lifecycle process is available in both EAM & HAM product solutions.

[ehealy]

How to we show that within a ticket. 

For example, we (Remote IT) need to know when the store gets the equipment. They update the ticket saying they have received it. Then, we (Remote IT) need to use that ticket to not that the equipment is returned. How do we sync up the lifecycle process to be managed via a ticket for tracking and visibility to both the retail location and the Remote IT staff?