Repair of Assets to be returned to the Users

[Ed Laar]

Hi HAM colleagues,

In HAM we have Asset swap that can be used to swap a defective Asset on User level and we have Asset RMA to send an Asset for repair towards a Repair company.

I have the following use-case: Asset swap is complicated from data and application perspective: the run-in of a laptop for a User takes about a day to complete before the User can use the replacement laptop completely.

In case of screen or keyboard defectives (what are the most common defects on laptops) Asset swap is not suitable for the complicated process around data and applications. So the request is to design a process where the user receives a temporary (loaner like) laptop that can be used in the period that the defective laptop is in repair.

Has anyone already designed a process like this? User creates an INCident. An temporary/loaner Asset is delivered towards the user. The defective Asset should be auto-set to In stock_Pending repair so it can be sent for repair using Asset RMA. On return of the repaired Asset this one should be delivered towards the involved user again and the temporary/loaner one should be collected from the user. After the process the INCident should be closed.

Looking forward to your suggestions.

Many thanks,

Ed

[Amarjeet Pal]

Hello Ed,

We have built a similar process in one of our project , as you know swap action functionality is handled by script action. So if such incident is raise you need to invoke a new item i.e loaner request catalog item from script action and asset status you can handle in script only.

Do check the OOTB script action , you will be able to twig it but it involves good understanding of script . Happy to help you with the scripts . Thanks but this is the high level design and correct path for your start. Hope you find this helpful , please hit Helpful in that case.

[Ed Laar]

Thanks for your response. What we need is a) the initiation of a loaner request (so the user receives a temporary loaner laptop) and b) the initiation of an Asset RMA request (to repair and return) the Users laptop. These are 2 OOB capabilities that have to be glued together to assure a smooth end_2_end process. Do you have any experience with this?

Ed

[Amarjeet Pal]

Yes Ed . 

You can use OOTB API i.e sn_sc.CartJS

Just a snippet to show how you can submit a cat item with above API

var cart= new sn_sc.CartJS(this.get_cart_name());
var request= loanerRequestAPI.loaner_request(this.loaner_request, this.requested_for);
cart.addToCart(loaner_request);
var order= cart.submitOrder(this.request_map);

You can find in detail use of this API on servicenow developers 
https://developer.servicenow.com/dev.do#!/reference/api/tokyo/server/sn_sc-namespace/c_CartJSScoped#...

Thanks
Amarjeet Pal

Plese HIT Helpful and mark correct answer. 

[Ed Laar]

Thanks for your prompt reply. Before going into scripts etc. I wonder if a process design was made as we have:

An INCident for the defective Asset

A loaner request to be raised to temporary hand-over a loaner Asset to replace the defective one

Transportation guidance from the IT ServiceDesk towards the warehouse the deals with the repair of defective Assets (using Asset RMA)

Asset RMA for Assets to be returned towards Users

Transportation guidance from the warehouse towards IT ServiceDesk of the repaired Asset

Hand-over of the repaired Asset to the User

Gathering of the loaner Asset from the User

So a complex process using as much as possible OOB capabilities but with track and traceable Assets on User level as the repaired Assets should be returned towards the 'Assigned to' Users.

I wonder if you or somebody else designed a process like this. What are tips, trics and pitfalls?

Thanks,

Ed