Hardware Asset Returns

[Dillin Bradley]

Hello!

Not having an issue just looking for guidance/recommendations on best practice.

We currently have our Asset Management Team fulfilling Hardware configurations and deployments, however the problem I am seeing is Items that get sent back as they are getting replaced. How do other teams handle this? 

Our current process needs some tweaking as we are having trouble tracking the items that are coming back. 

So an example of our Process would be as Follows:

1. End user or Service Desk orders a Catalog item to replace a broken/defective item.

2. Request and Requested Item with Catalog Tasks are created.

3. Asset team completes Fulfillment Task

4. Asset team completes  Deployment Task.

5. We have a custom check-box field on our Catalog Items "Requires Return"

5a. If False - RITM is closed Completed

5b. If True - 3rd SC Task Created and Stage moves to Pending Return.

6. Return Task is closed and RITM and Request move to Closed Completed.

Just looking for guidance on 5a and 5b. Is there a better way to achieve/track this? We currently use OOB Asset Management 

[OlaN]

Hi,

I really don't know what best practice is, but I would look into dividing these.

One RITM for the fulfillment/deployment of the first asset.
Then create a second RITM for the return of the old equipment, that create separate tasks to fulfill that RITM.

[Scott Halverso1]

Hardware Asset Management Professional starting in San Diego has a sweet solution that is outside of the generic catalog.  It's called Asset Reclamation Request that ties right into not only reclaiming the hardware item but then reclaiming the software installed on the device.  Based upon whether it's going to be shipped, dropped off or picked up the prebuilt flows create asset specific tasks.

Another out-of-the-box HAMP flow that has similarities is the Hardware Asset Refresh flows where there is a task for Reclaim Aged Asset

[Dillin Bradley]

We dont currently have Hardware Asset Pro, but are looking into it!

Thank you!