FSM - Delivery process

[Tommaso2]

Hi all,

There's an out of the box process in FSM to manage the asset delivery scenario?

E.g. monitor to be delivered to a specific customer

I found work orders, but they are used when a technician needs to go on site and repair/replace the asset (assistance scenario).

I wonder if there's any OOB process that allows the management of delivery only, with the specific states, personas and so on.

Many thanks in advance

[Sneha KH · Accepted solution]

Hello @Tommaso2 
In FSM, for asset delivery we have stockrooms wherein all the assets are stored and when an agent requests a part in mobile app, a transfer order is created and then stockroom manager must approve the asset delivery. Only then the asset is delivered to agent.
So, basically Assets -> Stockrooms -> Part request -> Transfer Order created -> Manager approval -> Part delivered.
If you want to see parts dropped-off, All -> Field Service -> All drop off list

[Sneha KH · Accepted solution]

Refer this doc: https://www.servicenow.com/docs/r/field-service-management/work-order-management/sourcing-parts.html

[Sneha KH · Accepted solution]

Hello @Tommaso2 
In FSM, for asset delivery we have stockrooms wherein all the assets are stored and when an agent requests a part in mobile app, a transfer order is created and then stockroom manager must approve the asset delivery. Only then the asset is delivered to agent.
So, basically Assets -> Stockrooms -> Part request -> Transfer Order created -> Manager approval -> Part delivered.
If you want to see parts dropped-off, All -> Field Service -> All drop off list

[Sneha KH · Accepted solution]

Refer this doc: https://www.servicenow.com/docs/r/field-service-management/work-order-management/sourcing-parts.html

[Tommaso2]

Hello

Your reply is work order oriented and it is clarifying, so thank you.

My doubt is about shipment of an asset ("delivery"), without any action from the technician, so it is not about repair/maintain but is just about shipment of an asset.

I am pretty sure this is not managed with FSM, can you please confirm?

Is that under ITAM module?

Many thanks

[Sneha KH · Accepted solution]

Hello @Tommaso2 ,
Delivery is managed by ITAM module , FSM just handles the repair/maintenance. Shipment is taken care by ITAM.