How to handle assets not returned by terminated user

[Nick29]

We are using catalog items to manage the asset state/substate throughout the asset's lifecycle.

When it comes to Terminations, we create tasks for technicians to retrieve the user's computer. Upon closure, the asset in the alm_hardware table gets marked "In stock / Available" or "In stock / Pending disposal" (depending on the warranty date).

Our issue is how do we handle the asset record when the terminated user does not return their equipment? With service levels and ensuring ticket optimization, we do not want to leave the RITM on hold for long periods or get orphaned. How do other companies handle the asset status/sub status?

My initial thought would be to add variable to task if asset was returned or not. On a 'no' response on task closure, the asset would go into a "In use / Pending return", then after "x" days mark it "Missing / Stolen". 

Thoughts?

[johnfeist · Accepted solution]

Hi Nick,

We have a large percentage of employees who are work form home so we run into a similar situation getting equipment back.  In theory, it is the responsibility of the departing employee's manager to communicate to that person what needs to be returned and how returns are done.  We end up losing plenty of hardware. 

We are in the process of implementing a workflow that sends reminders to technicians and managers.  After a certain amount of time if the device has not been returned, we assume that it won't be and put it in the Missing/Stolen state.  We've also added a substatus, Former Employee Not Returned.  Having that added value helps us to separate machines that were physically stolen or otherwise missing, e.g. left in a taxi, from pilfering former employees.

The unfortunate bottom line is that there isn't a lot we can do to get the equipment back.  So we try to keep information about those devices as accurate and easy to work with as possible.

[Abhishek Varma]

in HAM there is a new functionality  called Reclaim Asset,  this functioanlity gives you the access to view and reclaim all the assets that are assigned to the existing employees and the employees who are leaving the org.