Asset RMA flow customization

[Robert _ysakows]

We started to use OOTB RMA Flow and, at least to our logic, it's missing a step to create asset record.

If you select a scenario that asset will be replaced, you need to select the replacement asset but because it's a new asset, it needs to be created first. We want to add additional step for 'replacement' method but our developer says it's complicated and he's not sure how to do it.

Have anyone came across the same limitation and have a suggestion on how to do this?

thanks,

Robert

[Deepak Shaerma · Accepted solution]

Hi @Robert _ysakows 

You are right that when the flow indicates an asset replacement, the "replacement asset" must exist as a Configuration Item (CI) record in the system before you can select or associate it.
if the replacement asset is new (doesn't exist yet), it must be created first.
This means that your process or flow should include a step to create the new asset (hardware + CI) record when not found, then associate it as the replacement.

Common Approaches to Creating a new Asset
1. Using Integration / Import with Transform Map
You can import asset records via Excel or through integration, then use a transform map that creates both the cmdb_ci record and alm_hardware record and do the mapping.

2. Manual Asset Creation
Create assets manually in the UI by entering hardware details.
This is fine for low-volume or replacement assets.

3. Automated Asset Creation via Flow or Script
Your RMA Flow can include a custom subflow or action to create a new asset record automatically.
This involves:
Creating a new cmdb_ci_computer record.
Creating a corresponding alm_hardware record.
Linking the two properly (the alm_hardware and ci field).

It can be triggered as soon as the flow detects replacement method is chosen and the replacement asset does not exist.

The Correct/Best Practice Approach for Your Use Case
You need to enhance the OOTB RMA Flow with a custom step/subflow that:

Checks if a replacement asset exists when the “replacement” method is selected.
If no asset exists yet, open a UI or form (modal step) for the user to enter asset details or obtain asset data.
Use a custom flow action or script to create the new asset properly:
Insert new cmdb_ci_computer (or correct subclass) record.
Insert new alm_hardware record linked to the CI.
Return the new asset’s sys_id to the flow, so it can be associated as the replacement asset.
Continue the RMA process.

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Deepak Sharma

[Robert _ysakows]

Thanks for outlining the details, that's exactly what I was suspecting. It's weird that OOTB flow doesn't have it as it makes no sense to me.