Track the asset that is allocated to a end user requesting Standard laptop via Service catalog

[Anish Reghu]

Dear all.

I was doing a demo to a client by ordering the Standard laptop from the Service catalog.

The request was raised.

But then there was a question: If the request is fulfilled, where is the Asset that is allocated to the user/ requested for?

• I checked on the RITM, nothing found.
• I checked if there is a way to pull the related list in the final task - Field Services - No.
• I tried to pull the Assets related list on the RITM instead, still shows nothing in it.

When a request for Standard laptop (OOTB) catalog item is approved, it literally means that an asset is assigned to the requester. Isn't that understanding correct? If yes, where do we go and find the asset details - like the asset tag, serial number of the Standard laptop assigned to the user on the fulfillment of this request?

Kindly answer, as I tried my best even after the demo and I was not able to find it. That gets me curious to find the answer. (or) my understanding/ interpretation of a request completion is WRONG. Kindly correct me!

Regards,

Anish

[Oscar D]

Since you mentioned the "Standard Laptop" request, I assume you are not utilizing the Procurement plugin or HAM Pro. Is that correct?

The Procurement plugin introduces a sourcing task on the request, enabling you to source the asset you want to use. If you have HAM Pro, it allows sourcing from local stock. Without HAM Pro, you can still source from transfer orders, purchase orders, or a combination of these. Depending on your selection, the related asset appears on the requested item via associated related lists:

• Asset
  • Displays all assets received as part of the attached Purchase Order.
• Transfer Order Line
  • Shows the TOL, which references the asset (applies when transfer orders are involved).
• Asset Task (HAM Pro only)
  • Displays the "consume asset" tasks where users select the desired asset for the request.

Regardless of whether you use both plugins or only one, ServiceNow does not provide a native related list showing all assets associated with a request. I typically add a custom related list on the sc_task table, which queries the three tables and presents a consolidated view of assets tied to the requested item.

If you are not using either plugin, you could utilize the Configuration Item field. There is a business rule on the requested item that updates the assignment of the asset tied to the configuration item based on request.requested_for. However, this approach limits you to a single asset.

[Anish Reghu]

I think this is well explained here, not just for me but for anyone else making a reference with a similar or same query. Thank you @Oscar D.

Just one query - The 3 tables that you have mentioned in the context of custom related list, can you please elaborate that?

Regards,

Anish

[Oscar D]

@Anish Reghu -

Consider the below structure: 

• alm_transfer_order_line 
  • When utilizing the Sourcing UI page it will link TOL that was created to Request Item via "request_line" and "asset" field on the TOL is the asset that is being sourced.
• counsume_asset_task
  • HAMP Only - when sourcing from local stock will link to RITM via "parent" field and "asset" field is the item being sourced.
• alm_asset
  • When sourced via PO on the Sourcing UI page, once the POL is received it will generate the asset and create relationship to the source item via "request_line". 

With this you could create a relationship between "sc_task" and "alm_asset". I would define an array to capture the sys_id of the assets that are linked to TOL or Consume Task and then pass the array of asset sys_id as a condition to query the asset table with an addOrCondition setting the request_line equal to sc_task request item field to get the assets created by PO for the RITM. Followed by a list control disabling "New", "Edit" and not displaying the list if it is empty.