Asset User Assignment Verification

[Joshua Cassity]

Hi all,

Our organization is evaluating the ServiceNow product and would like to know if it's possible to setup a workflow that would send an alert to a user to confirm that they are the custodians of an asset when it's assigned to them via the Asset Management module. We'd like to do this in order to have an audit trail that the asset item was actually received by the customer. For example,

Bobby's laptop - Asset A -   is broken so he puts in an incident to get it replaced with our help desk. That incident is forwarded over to our asset management team and a technician, Joe, is dispatched to Bobby's location to setup a new laptop - Asset B. Joe gets to Bobby's location, sets up the new laptop - Asset B -   and then returns to the office. From this point Joe logs into Service Now and assigns the broken laptop - Asset A - to himself for repair or surplus procedures to begin and assigns the new laptop - Asset B - to Bobby.

At this point we want the new assignment to trigger a workflow that will send the customer, Bobby, an email saying "Hey great customer! Do you have a new laptop labeled Asset B on your desk? If so, please confirm to us that you got it.

Then we would time stamp that confirmation into our asset record for auditing purposes. This way we can verify that Bobby actually got Asset B because he told us so. Is this kind of behavior possible in the system?

Also we'd like to know if it's possible to add a section on the Service Catalog so that a user can see all the assets currently assigned to them? So when Bobby logs into the service catalog he can click on a menu that reads "My Assets" and see the assets in his name along with the time stamps of his confirmation.

Thanks for any assistance or guidance that you may provide.

Josh.

[Joshua Cassity · Accepted solution]

We ended up creating a new custom table called 'Self Audit'. An example of the form is below:

We built a business rule that as records are entered into this table (we do them via import but you could also write a scheduled job to inject them into the table on a regular basis) the system generates an approval record against it and sends that approval to the assigned user of the device.

That user then reads the notification and confirms that they have the device (i.e. approves) or says that they do not have the device (i.e. rejects) via email. For rejections the notification email asks that they place comments in the response email so we can write them to the audit table.

We then have a business rule on the approvals table that says when a self-audit is approved/rejected we push those comments and decision back to the self-audit table and mark the audit as "Confirmed" or "Rejected" as needed.

Our asset team then runs a report on the table and follows up with the appropriate business policies / processes.

Hope that helps or maybe gives you some ideas about how this can be accomplished.

[VPONCE]

Hi @FrankC2023 , did you ever receive any response?