---
sourceDocument: Zurich IT Asset Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-asset-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Request a Hardware Asset Refresh

# Request a Hardware Asset Refresh {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read

Use the Hardware Refresh request flow to track the aged hardware assets that are
nearing the end of their life cycle. Replace them with new hardware assets.

## Before you begin

Role required: Inventory_user

## About this task

When hardware assets get old, their maintenance costs and risks of failure increase,
while their performance decreases. You can choose to replace all the old hardware
assets with the same or different models of new hardware assets. After your Hardware
Asset Refresh request is approved, the Hardware Asset Refresh flow takes you through
sourcing and it triggers the Hardware Asset Refresh Line flow. The Hardware Asset
Refresh Line flow uses Refresh Line tasks to take you through the steps of preparing
the new asset, scheduling it for delivery, deploying it, and reclaiming the aged
asset.

The Flow Designer application is used to create the Hardware Asset Refresh flow and
the Hardware Asset Refresh Line flow. While customizing the Hardware Asset Refresh
module, don't remove or customize the Update Sourcing set Variable step in the Hardware Asset Refresh flow.  
Note:  
You can check if a hardware model is eligible for refresh by using the Eligible for refresh field of the Hardware \[alm_hardware\] table. The SAM - Calculate Asset Refresh Eligibility scheduled job runs weekly and invokes the Process method in the SAMRefreshEligibityCalculator Script Include. The Script Include fetches the hardware product model records for the assets for which the useful_life field (in months) is specified. The date on which the asset record was created is compared with the useful_life field to determine if the asset is in the useful life period. The Eligible for refresh flag is set to true for assets that aren't in the useful life period.
Figure 1. Hardware Asset Refresh Flow

While customizing a Hardware Asset Refresh catalog item on the Catalog Item form,
don't remove or change the following variables.  
{#hardware-asset-refresh__table_hwc_v4j_vnb__entry__2}

| Tabs in the Catalog Item | Variables |
|-|-|
| Variables | Type of refresh |
| Variables | Process |
| Variable Sets | Hardware Asset Management process set |
| Variable Sets | Hardware Asset Management sourcing set |
[Table 1. Hardware Asset Refresh Catalog Item form]

{#hardware-asset-refresh__table_hwc_v4j_vnb}  
Note:  
There are readily available decision tables that you can use to customize the Hardware Asset Refresh Line Flow. For more details, see [Hardware Asset Management flow customization](https://www.servicenow.com/docs/4ct7zrc2ryPichjhKnyIQw "Customize the flows in some of the Hardware Asset Management features by using the available decision tables.").

## Procedure

1. Navigate to AllService CatalogAsset Lifecycle.  
   The Asset Lifecycle category isn't on the Service Catalog page by default. To add this category, select the add content icon (![Add content icon.]()) beside the search catalog bar and then select Asset Lifecycle.
2. Open Hardware Asset Refresh Order.
3. If you want to replace all the aged hardware assets with the same model of new hardware assets, do the following:
   1. From the Type of refresh list field, select Single model.
   2. On the form, fill in the fields.  
      {#hardware-asset-refresh__table_mzn_b4q_2nb__entry__2}

      | Field | Description |
      |-|-|
      | Replacement model | New hardware asset model that you want to replace the aged hardware assets with. |
      | Location | Location where you want to deploy the new asset. By default, this field is set to the location of the logged-in user. However, you can select a location from the list of available locations. |
      | Assets | Aged Hardware assets that you want to replace. You can use a filter to search for hardware assets that you want to replace. |
      [Table 2. Hardware Asset Refresh form]

      {#hardware-asset-refresh__table_mzn_b4q_2nb}
   {#hardware-asset-refresh__substeps_dzf_jk4_ynb}
4. If you want to replace the aged hardware assets with different models of new hardware assets, do the following:
   1. From the Type of refresh field, select Multi model.
   2. Select Add.
   3. For each new hardware asset that you want to use, add a row to enter the hardware model.  
      Note:  
      You can create 50 rows.

      You can't create multiple rows for the same aged hardware asset that you want to replace.
   {#hardware-asset-refresh__substeps_tl2_pl4_ynb}
5. Select Order Now.  
   You can't view an excluded asset. For more information, see [Hardware Asset Management license exclusion](https://www.servicenow.com/docs/iskbv9apNnJ0C4BWdN5W5g "Pay only for the assets using licensed Hardware Asset Management features and exclude an asset for which you don't want to use the licensed features.").

## Result

The aged assets are set to get refreshed. In the Hardware table under the Disposal
related list of the aged assets, the Refresh request line
field is populated.

An Order status page appears and it displays the details of the order. A request is
created to source the new hardware assets and to replace the aged hardware assets.
The Request form shows the total price of all the new hardware asset models.
**Related concepts**   

* [Work with hardware normalization](https://www.servicenow.com/docs/w1ZUMJ0y8IUi8F7ps09ASw "Asset Management Hardware Model Normalization enables users to normalize the details, such as manufacturer, product, model, and device type, of your hardware and consumable models. Data from the models is compared against the data in the Hardware Model Normalization Content Service.")
* [Manage your inventory through pallet assets](https://www.servicenow.com/docs/tyeWMAi3xWDyVOmQrjuXWA "Manage your inventory effectively using pallet assets.")
* [Manage loaner assets](https://www.servicenow.com/docs/HuewXgODTYAvh8gm4d7t6A "Request a loaner asset or consumable for a short period. You can also prepare the loaner asset or consumable for deployment and reclamation by using loaner asset tasks. Deploy the loaner asset or consumable for a specific period, and reclaim it on the return date.")
* [Donate assets to charity organizations](https://www.servicenow.com/docs/tAsHGHe_0ou6jrrbOYggJQ "Use the Asset Donation flow to donate hardware and consumable assets of your organization to charity organizations.")
* [Manage RMA requests](https://www.servicenow.com/docs/YTd8m6XPZ5lCRkVYaqru2g "Initiate a Return Merchandise Authorization (RMA) process by submitting an RMA request to initiate an RMA process with your vendor. You can repair or replace a faulty asset.")
* [Audit hardware asset inventory](https://www.servicenow.com/docs/eqXwWBYjdkR0PGo1qvoC9g "Perform scheduled or blind audits of stockrooms and other locations, such as offices or datacenters, to confirm accurate inventory information.")
* [Reclaim hardware assets](https://www.servicenow.com/docs/d_O~oNdbwKhZaYEOeDYAFw "Reclaim hardware assets efficiently and store them in the inventory, reassign, send it for repair, or dispose of as required.")
* [Manage the lifecycle of hardware models with calculated lifecycle templates](https://www.servicenow.com/docs/mF7QlczQVoS6gOxo6r9RcQ "Manage the complete lifecycle of hardware models by creating calculated lifecycle templates and associating these templates with the models.")
* [Receive asset warranty details from Lenovo](https://www.servicenow.com/docs/0ZShIZIbvuZKUr42PL0VUg "Connect to the Lenovo Warranty API and get the warranty details of your hardware assets.")
* [Manage stockrooms](https://www.servicenow.com/docs/NgR5nujHxsg6FVO1csneyA "Manage the assets in the stockroom by using appropriate stock rules, service locations, and distribution channels.")
* [Track shipments using the integration framework](https://www.servicenow.com/docs/3AnViiILkSClQkM3noU~UQ "Track your shipments in real time by integrating your ServiceNow instance with your third-party carrier's application through the integration framework provided by the IT Asset Management application.")
* [Assess performance of Hardware Asset Management](https://www.servicenow.com/docs/WA1h6dMDxwxffq~a~M06Lw "Track the success of the Hardware Asset Management application in your instance by creating success goals. You can also create a success goal category for a success goal and track the success of your goals by creating success activities.")
* [Manage refresh of assets using Zero Touch Refresh](https://www.servicenow.com/docs/sCk2jSQYosp_UTrAqC_IGw "Enable your employees to request hardware refreshes through an external vendor by using the Zero Touch Refresh flow on your ServiceNow instance. This process enables you to eliminate having to maintain a local inventory of new assets.")
* [Configure the Total Cost of Ownership of assets](https://www.servicenow.com/docs/GejS_WRXU0EjqTuwnphDZA "Configure the Total Cost of Ownership (TCO) of assets by creating rate cards for each task in a Hardware Asset Management workflow.")
* [Manage Hardware Asset Management subscriptions](https://www.servicenow.com/docs/j~dX06Jsj0WDHuvoBeXc0Q "Save on Hardware Asset Management licensing cost by choosing only the Hardware Asset Management Resource Categories that you use.")
* [Manage repair of defective assets in your stockroom in the Hardware Asset Workspace](https://www.servicenow.com/docs/~z425mbG6IyGvZ8Lsq60xQ "Optimize your inventory by getting the defective hardware assets in your stockroom repaired using the Repair flow.")
* [Manage picking hardware assets within your stockroom for Hardware Asset Management workflows](https://www.servicenow.com/docs/39Wh3AVTyN3O7y_D58_bBQ "Enable the Asset pick task explicitly for your stockroom and provide granular location details of the asset to facilitate asset picking within your stockroom.")
* [Manage hardware asset tasks using the Mobile Agent application](https://www.servicenow.com/docs/CsGxDNxNT8AMEvgTNMVBlA "Manage hardware asset tasks such as repair tasks and asset pick tasks using the intuitive Mobile Agent application.")
* [Manage asset put away using the Hardware Asset Workspace](https://www.servicenow.com/docs/lSL0w2rXwEKqocL9TOsGvg "Enable the Asset put away task explicitly for your stockroom to put away the assets from the receiving bay in the designated aisle-space. View the open Asset put away task and close it after specifying the aisle-space value to move the asset in the stockroom.")
* [Audit your hardware assets by using Asset Attestation](https://www.servicenow.com/docs/tQXHq3HF4n00qLPorCx3ZQ "Improve the asset utilization by auditing the hardware assets assigned to your employees and validating if the employees are using the assigned assets.")  
**Related tasks**   

* [Manage asset bundles from your inventory](https://www.servicenow.com/docs/NDJXpkKjLM3VvpR9yaRcug "Create asset bundles from existing assets in your inventory to track, reserve, or deploy a group of assets as a single entity.")
* [Use Advanced Shipment Notification](https://www.servicenow.com/docs/sJ~JKZ0cnXLqoyvkQ4kZ4g "Use Advanced Shipment Notification (ASN) to automate and create asset records when your assets are in transit.")
* [Create an inventory stock order request](https://www.servicenow.com/docs/5eFeCbdrupaI46K8fdlUaQ "Create an inventory stock order request so that you can order new hardware in bulk for your stockrooms. After your request is approved, the Hardware Stock Order flow takes you through the process of requesting, sourcing, and receiving your order.")
* [Create a disposal order](https://www.servicenow.com/docs/DWp7SzrsyScGYdfMs53kCw "Create a disposal order for hardware or consumable assets. You can create a disposal order for an asset reaching its end of life cycle or an asset that is no longer functional.")
* [Use a hardware asset request flow](https://www.servicenow.com/docs/~K_4PRouvGpVns9sFm_N3Q "Use a hardware asset request flow for requesting, sourcing, and deploying hardware catalog items from the Service Catalog application.")
* [Manage your expiring contracts for leased hardware assets](https://www.servicenow.com/docs/SKwwb2uIqDksW~QhwYihZg "Use the lease contract expiration flow and decide on what to do before your leased hardware asset contract expires. Get notifications about the lease contracts that are nearing their expiration dates.")
* [View RFID information of assets](https://www.servicenow.com/docs/hh7OeFxPr_k6gvr1pwp70w "View the Radio Frequency Identification (RFID) information of assets to manage and locate important assets easily.")
* [Create an internal lifecycle in the Hardware Asset Workspace](https://www.servicenow.com/docs/0DJGJ998bTgCoLGsN9kxTA "Create a custom (internal) lifecycle to explicitly specify lifecycle dates for a selected hardware or consumable model in the Hardware Asset Workspace.")
* [Track asset location using indoor maps](https://www.servicenow.com/docs/pac_v~~AzBp~AehLN7jUMw "Locate and track the consumables and hardware, bundle, and pallet assets in your organization by using indoor maps. Indoor maps provide an interactive interface that enables you to visualize the location of your assets within your campuses, buildings, floors, and places.")
* [Acknowledge receipt of assets on the Employee Center portal](https://www.servicenow.com/docs/m7HGhFaj5ZFYsyRLznKLJg "After receiving hardware or consumable assets that were in transit and reserved for you, confirm their receipt on the Employee Center portal.")
* [Update associated Decision tables for HAM flows](https://www.servicenow.com/docs/Jnqa2S4u~mJUeeTsykiAbg "Update associated Decision tables for Hardware Asset Management (HAM) flows to trigger a new or customized HAM flow.")

## Use Hardware Asset Refresh Lines tasks to replace the aged assets {#ariaid-title2}

Replace aged hardware assets by sourcing new hardware assets.

### Before you begin

Role required:

* proc_user for sourcing.
* asset and itil for Refresh Line tasks.
{#source-asset-hardware-asset-refresh-lines__ul_sk5_grh_5nb}

### About this task

When refreshing hardware assets, you don't have to update the asset records manually. When closing the hardware asset refresh lines, the asset records and the assets are automatically updated. Close each task to go to the next
task, complete the refresh, and reclaim the aged assets.  
After sourcing the new assets, the asset refresh is completed through the following stages:

* Prepare asset task: Prepare the new asset before you hand it over to the requester. For example, install any software that's required.
* Schedule refresh task: Schedule a date to hand over the asset to the requester.
* Deploy new asset: Hand over the asset to the requester or install the asset at the requester's location if necessary.
* Reclaim aged asset: Collect the aged asset.
{#source-asset-hardware-asset-refresh-lines__ul_wwz_1hc_g4b}

### Procedure

1. Select the hardware asset refresh request.

   | Interface | Action |
   | Core UI | 1. Navigate to AllService CatalogOpen RecordRequests. 2. Select the request number of the hardware asset refresh request that you want to fulfill. {#source-asset-hardware-asset-refresh-lines__ol_d3d_zst_ywb} |
   | Hardware Asset Workspace | 1. Navigate to AllHardware Asset WorkspaceProcurement view. 2. Select the Requests tab. 3. Select the request number of the hardware asset refresh request that you want to fulfill. {#source-asset-hardware-asset-refresh-lines__ol_zlq_ctt_ywb} |
   |-|-|

   {#source-asset-hardware-asset-refresh-lines__choicetable_upl_qst_ywb}  
   After your hardware asset refresh request is approved, the following events happen:
   * The Source Request flow is triggered to source new assets.
   * In the Catalog Tasks tab, a catalog task is created for the procurement of the new hardware asset.
   {#source-asset-hardware-asset-refresh-lines__ul_epv_4qx_mbc}
2. Source items in the request.  
   You can source items in the request by consuming the local stock, through purchase orders, or through transfer orders.

   For more details on sourcing items, see [Sourcing items in a service catalog request](https://www.servicenow.com/docs/nc5Th3m3c7zELpG3pUbEgg "A service catalog request can contain multiple items that must be sourced.").  
   After the new asset is received, the following events happens:
   * The Hardware Asset Refresh Line flow is triggered for the asset.
   * The Hardware Asset Refresh Line tab is displayed next to the Asset Tasks tab on the requested item form.
   * The Asset pick task is created under the Refresh Line Tasks only if the requested item is consumed from the local stockroom for which the Asset pick task is enabled. Otherwise the Prepare asset task is created directly without the Pick task. For details, see [Enable the Asset pick task for your stockroom in the Hardware Asset Workspace](https://www.servicenow.com/docs/3~hEq0YgBRlMxRbaUmTydA "Enable the Asset pick task for your stockroom so that the task is automatically added to Standard Hardware Asset requests, Hardware Asset Refresh requests, and Sourcing workflow.").
   {#source-asset-hardware-asset-refresh-lines__ul_gfb_zcy_mbc}
3. Select the Hardware Asset Refresh Line tab.
4. Select the hardware asset refresh line.
5. Select the Refresh line tasks tab.
6. Complete the Asset pick task by using the Mobile Agent application.  
   For details on completing this step, see [Locate and pick the hardware assets in your stockroom using the Mobile Agent application](https://www.servicenow.com/docs/NTvY5odByKoPqQjxhwh8rQ "Locate a hardware asset placed in a specific aisle and space in the stockroom by using indoor maps. After locating the asset, pick and drop off the asset to another location within the stockroom using the Mobile Agent application.").
7. Prepare the asset.
   1. Select the Prepare asset task.
   2. In the Asset field, select the hardware asset that you want to replace.
   3. Select Save.
   4. Select Close Task.

   {#source-asset-hardware-asset-refresh-lines__substeps_vxr_rhy_mbc}  
   * A Schedule refresh task is created under the Refresh Line Tasks.
   * The state of the Replacement asset changes to In stock.
   * The substate changes to Reserved.
   * The Reserved for field is populated with the requester details.
   {#source-asset-hardware-asset-refresh-lines__ul_yhs_b3y_mbc}
8. Complete the Schedule refresh task.
   1. Select the Schedule refresh task.
   2. In the Scheduled deployment date field, select the date on which the new asset will be deployed.
   3. Select Close Task.

   {#source-asset-hardware-asset-refresh-lines__substeps_emy_l3y_mbc}  
   * The Deploy new asset task is created under the Refresh Line Tasks.
   * The state of the Replacement asset changes to In stock and the substate changes to Pending install.
   {#source-asset-hardware-asset-refresh-lines__ul_pp4_s3y_mbc}
9. Complete the Deploy new asset task.
   1. Select the Deploy new asset task.
   2. Confirm if you have reclaimed the old asset in the Is reclaimed list.  
      * If you've collected the aged asset, select Yes.
      * If you didn't collect the aged asset, select No.

      {#source-asset-hardware-asset-refresh-lines__ul_rhb_4jy_mbc}

      The Location field shows the location where the new asset should be deployed.
   3. Select Close task.  
      Note:  
      If you select Yes from the Is reclaimed list, then the Reclaim aged asset task is also closed by default.

   {#source-asset-hardware-asset-refresh-lines__substeps_jbh_y3y_mbc}  
   * Reclaim aged asset task is created under the Refresh Line Tasks.
   * The state of the replacement asset changes to In use.
   * The allocations are transferred from the aged asset to the replacement asset.
   {#source-asset-hardware-asset-refresh-lines__ul_icw_sjd_nbc}
10. Complete reclaiming the aged assets.
    1. Select the Reclaim aged asset task.
    2. Confirm if you have reclaimed the old asset in the Is reclaimed list.  
       * If you've collected the aged asset, select Yes.
       * If you didn't collect the aged asset, select No.
       {#source-asset-hardware-asset-refresh-lines__ul_iv2_xkd_nbc}
    3. Select Close task.

    {#source-asset-hardware-asset-refresh-lines__substeps_yss_tkd_nbc}  
    Note:  
    You can cancel the hardware asset Refresh Line either by selecting Cancel or by changing the State field to Closed Incomplete in the Refresh Line task.

### Result

After the aged hardware asset is reclaimed, the following changes happen on the Hardware form:

* The state of the aged asset changes to In stock.
* The substate changes to Pending disposal.
{#source-asset-hardware-asset-refresh-lines__ul_xh5_yv4_f4b}

*[\>]: and then