Receiving wrong hardware assets

[Nancy Schilli]

Wondering how to use OOB features to record in servicenow that the wrong assets were shipped and 'received'

1 could create a ticket (Incident) that identified the make / model / serial number of assets that were received from the vendor that were not requested. 

2. could record the hardware assets by serial number, and then mark them somehow in the asset table that they were returned to the vendor since shipped in error.  Don't see OOB fields for that, so would need to add customized values to the state?

How is this being handled by others?

[Its_Azar · Accepted solution]

Hey there @Nancy Schilli 

You can create an Incident ticket of wrong assets. 

Or you can  record the wrong hardware assets in the Asset table by serial number. You can customize the Asset table to include additional fields  to indicate that the assets were received in error and subsequently returned to the vendor. you may need to customize the state field or add custom fields to track the return status. Customization of fields and states can be done in ServiceNow by modifying the table's configuration or using UI Policies/Client Scripts to enforce business rules.

If this helps kindly accept the response thanks much.