Hardware asset management

[Pavithra_Raghu]

I need to manage the repair or exchange of non-functional assets with a vendor through a Return Merchandise Authorization request and manage associated tasks through an automated workflow.

How can I set up this process?

[Mark Manders]

That completely depends on how you and the vendor are communicating. Is an integration needed? Is the vendor working from your instance? If so, do they only have portal access or do you grant them full backend access?

Also: how is the registration currently done? Are the assets already in the system? 

Are emails back and forth the way to go or do you need a full system integration? Are you requesting in your instance and just sending the ticket data to the vendor? We are missing a bit of information.

[Pavithra_Raghu]

Thank you for your response, but I already have my answers.

[A-Sprague · Accepted solution]

OOTB with HAM you should be able to use the Return Merchandise Authorization flow. 
In the Asset Lifecycle Service Catalog you can choose Asset RMA Order. 
From there you add an existing asset to your order. 
Then once submitted you will go into the Inventory Section in the Hardware Asset Workspace.
Open the RMA order and go to the RMA Request line then open up the RMA Task.
From there you can assess the asset for RMA action of on-site repair, off-site repair or return/replacement.

[Pavithra_Raghu]

Hi @A-Sprague ,

I appreciate your response. With the assistance of your answer, I completed my task