Reassign asset?

[clktester]

Another newbie question. Thank you for the help if you know the answer! 

User A submits an incident. 

Tech lists the CI action as Update/Repair, and puts in an RMA thru the Service Catalog. 

Tech picks the asset assigned to User A.

The Inventory User processes the RMA and sends the PC back to the vendor to fix. This removes the assigned user from the asset and marks it as in the Stockroom, then in transit, etc. The asset is returned repaired and back in that stockroom. 

How does Tech (ITIL User) reassign the asset without going into the stockroom and changing the state. I want to get the asset back to the same user. What am I missing? When I swap the item on the Incident, it marks it as pending disposal.

Thanks in advance. 

[Amit Gujarathi · Accepted solution]

HI @clktester ,
I trust you are doing great.

To reassign the asset back to the same user without going into the stockroom and changing the state, you can follow the steps below:

1. Open the Incident:

   • As the Tech (ITIL User), open the incident related to the repaired asset.

2. Navigate to the Affected CI field:

   • Locate the "Affected CI" field on the incident form.
   • This field represents the Configuration Item (CI) associated with the incident.

3. Update the Affected CI:

   • Click on the lookup icon or the magnifying glass symbol next to the Affected CI field.
   • Search for and select the repaired asset that is back in the stockroom.
   • This associates the asset with the incident.

4. Update the Assignment Group and Assigned To fields:

   • Verify that the Assignment Group and Assigned To fields are correctly populated with the appropriate values.
   • If needed, update these fields to reflect the desired assignment.

5. Save the changes:

   • Click on the "Save" or "Update" button to save the changes made to the incident.

[clktester]

Thank you! I figured it was something like that but wasn't certain. I'm also assuming and will test that if I retire it will mark it as pending retirement? Swap will update the old CI with the new one. But Update/Repair...does that do anything automatic to the Stockroom Asset record? Does it mark it pending repair? When I tried it, it seems to mark it as pending disposal.