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

[Ed Laar]

Hi all,

Probably I have a solution suggestion for this demand: Make use of Asset RMA. In our use-case defective Assets are delivered at the ServiceDesk. This is also the location where a user can obtain an Asset that is finally swapped or a loaner or better temporary swapped Asset.

In case a defective Asset should be returned towards the user after repair, Asset RMA can be used to send the defective Asset towards the central IT Warehouse where defective Assets are send to the repair vendors (also using an other Asset RMA). 

So ServiceDesk creates Asset RMA orders to send/receive defective/repaired Assets towards central warehouse. Central warehouse creates Asset RAM orders to send/receive defective/repaired Assets towards repair vendors. In this way there is a closed loop.

Looking forward to feed-back.

Grtz,

Ed