Eligible for Refresh

[khandelwal2]

How "Eligible for Refresh" is changes to false?

We are using Hardware Asset Refresh Order catalog item , after completing all the Hardware asset refresh line task , the assets stays in eligible for refresh "true". why is it happening?

[Maik Skoddow · Accepted solution]

Hi @khandelwal2 

The "Eligible for Refresh" field in ServiceNow Hardware Asset Management (HAM) is managed by a scheduled job that evaluates asset eligibility based on the asset's useful life and install/created date. Completing a Hardware Asset Refresh Order or its associated tasks does not, by default, reset this flag to "false." This is expected out-of-the-box (OOB) behavior.

How "Eligible for Refresh" Is Set

• The "Eligible for Refresh" field is set to true when the asset's age (typically calculated from its created on or install date) exceeds the "useful life" defined for its hardware model.

• This calculation is performed by the scheduled job SAM - Calculate Asset Refresh Eligibility, which runs weekly by default

• The job uses the SAMRefreshEligibityCalculator script include to perform this logic

Why the Flag Does Not Change to "False" After Refresh

• Completing a Hardware Asset Refresh Order or its tasks does not automatically update the "Eligible for Refresh" flag to false.

• The flag remains true because the underlying condition (asset exceeding its useful life) has not changed: the asset record itself is still considered past its useful life according to the model's settings.

• The OOB logic is not aware of the refresh process or order completion; it only evaluates the asset's age versus its model's useful life

What Should Happen After a Refresh

After a hardware refresh, the typical process is to either:

• Retire the old asset and create a new asset for the replacement hardware, or

• Update the existing asset's lifecycle data (such as install date or useful life) if the asset is being repurposed or extended.

If neither of these actions is taken, the asset remains "eligible for refresh" according to the OOB rules.

How to Address This in Your Process

• Retire and Replace:
  When a hardware asset is refreshed, retire the old asset and create a new asset record for the replacement. The new asset will not be eligible for refresh until it reaches its own end of useful life.

• Custom Automation:
  If you want the flag to reset to false upon completion of a refresh order, you need to implement a custom process (e.g., a business rule or flow) that updates the asset record accordingly - such as updating the install date or useful life, or manually setting the flag to false

Hope this helps!

Maik