Hardware asset management

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Pavithra_Raghu
Tera Expert

‎03-11-2024 06:56 AM

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?

 

 

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A-Sprague
ServiceNow Employee

‎03-11-2024 11:22 AM

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.

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HarshiniReddy
Tera Contributor

3 weeks ago

Hi,

Who will be responsible for managing the RMA Requests and RMA Lines? Is there a specific user role that will be responsible for handling them?

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