How does the Shipment Ticket record interact with Asset Repair and Asset RMA processes?

ajha27 · 3 weeks ago

Could someone explain how the Shipment Ticket record in the sn_itam_common_shipment table behaves in relation to the Asset Repair and Asset RMA processes in ServiceNow?

Specifically, I would like to understand:

1. When a Shipment Ticket is created during an Asset Repair or Asset RMA process

2. How the Shipment Ticket is linked to the associated asset and repair/RMA record

3. Which shipment status changes are triggered automatically

4. How shipment delivery, return, or cancellation affects the asset and repair/RMA lifecycle

5. Whether any business rules, workflows, or integrations control this behavior

Any documentation, configuration details, or practical examples would be appreciated.

Pratiksha · 3 weeks ago

If you are using oob flow and choose to ship it off site then you will be asked to add the courier info.

As soon as you close this the asset status will change to in transit.

The other steps you will get it offline and update it on ticket.

above is oob RMA flow

HarshiniReddy · 2 weeks ago

Hi @ajha27 ,

The relationship between the RMA and the Shipment record is maintained through the Shipment Asset record (sn_itam_common_m2m_shipment_asset).

To answer your questions,
1. When the Shipment RMA Task is closed, the Shipment Asset and the Shipment are created, and the Shipment asset record is associated with the respective RMA.

2. The Shipment Asset record has three relevant fields:

Asset – a reference field that points to the corresponding alm_hardware record.

Source – a Document ID field that points to the originating RMA.
Shipment – a reference field that points to the corresponding sn_itam_common_shipment record.

So the relationship is:

RMA → Shipment Asset → Shipment (sn_itam_common_shipment)

Therefore, to identify which RMA a Shipment belongs to, we can look at the Shipment Asset records associated with that Shipment and check the Source field. The corresponding asset can be identified by checking the Asset field on the Shipment Asset record.