---
sourceDocument: Australia Asset Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-asset-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Zero Touch Refresh

# Zero Touch Refresh {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Zero Touch Refresh

The Zero Touch Refresh flow in ServiceNow enables organizations to fulfill employee hardware refresh requests through an external vendor without holding new assets in the local stockroom.
This process streamlines hardware refresh by leveraging external providers and automates asset assignment and notifications.
Show full answer Show less  

## Process Stages

* **Request Submission:** An employee submits a hardware refresh request.
* **Request Confirmation:** Upon approval, a Request confirmation task is created and automatically closed when the provider confirms the request.
* **Asset Shipment:** The provider ships the new asset to the employee or stockroom, creating a Request shipment task that closes when shipping occurs.
* **Asset Assignment and Notifications:** The asset, identified by serial number and asset tag, is assigned to the employee. Notifications are sent to asset role users and stockroom managers depending on the shipment method (direct to employee or to stockroom for pickup).
* **Shipment Records:** Unique shipment records are created based on provided tracking and carrier details and can be viewed in the Hardware Asset Workspace.
* **Pickup and Receiving:** For pickup refreshes, a Ready for pickup task is created. Receive asset tasks are generated upon shipment or pickup completion.
* **Return Process:** Employees return old assets in labeled boxes; inventory managers confirm receipt and evaluate the returned asset.

## Key Requirements and Integration

* The Zero Touch Refresh flow requires coordination with an external provider.
* Integration with the Insight application is pre-configured.
* Service Exchange must be configured on both the provider's and employee's ServiceNow instances to enable this flow.

## Benefits for ServiceNow Customers

* Eliminates the need to maintain new hardware inventory locally.
* Automates asset assignment, shipment tracking, and notifications to relevant stakeholders.
* Supports multiple refresh methods including direct shipment and stockroom pickup.
* Provides visibility into hardware shipments through the Asset operations view.
* Streamlines the return and evaluation of old assets, ensuring proper asset lifecycle management.  
Use the Zero Touch Refresh flow to fulfill employee hardware refresh requests through an external vendor without having to maintain new assets in the local stockroom.  
The various stages in the asset refresh process are as follows:

1. An employee of your organization submits a request for refresh of the hardware asset.The Request confirmation task is created when the Zero Touch Refresh request is approved. The state of this task
   changes to Closed automatically when the provider confirms the request.

2. Provider ships the new asset to the employee.  
   Note:  
   A provider can fulfill a Zero Touch Refresh request by using the Asset Management application.

   The following tasks are created:
   1. Request shipment: This task is created when the provider confirms the Zero Touch Refresh request. The state of this task changes to Closed automatically when the provider ships the new asset.  
      The following happen when the provider ships the asset:
      * An asset with the serial number and asset tag specified by the provider is assigned to the employee.
      * Based on the refresh method that the employee selected in the Zero Touch Refresh request, email notifications with details of the new replacement asset that is shipped are sent as follows:
        * When the asset is shipped to the employee, an email notification is sent to all users with the asset role.
        * When the asset is shipped to the stockroom, an email notification is sent to all users with the asset role and also the stockroom manager of the selected stockroom from where the employee will pick up the new asset.
        {#zero-touch-asset-refresh__ul_hs2_sc4_wxb}
      * Based on the tracking number and shipping carrier details that the provider specified in the request, unique shipment records are created for the shipments of the replacement asset and the old asset. When the same tracking number is provided for both the shipments, a single shipment record is created. You can view the shipment records with the associated assets in the Assets operations view of the Hardware Asset Workspace. For more details, see [View hardware asset shipment details](https://www.servicenow.com/docs/cKjUMFc9Slw6Xej0RzBAdQ "View all hardware asset shipment details in a single place in the Hardware Asset Workspace.").
      {#zero-touch-asset-refresh__ul_gs2_sc4_wxb}
   2. Ready for pickup: This task is created only for the Pickup refresh method in which the provider ships the new asset to the stockroom from where the employee picks up the asset.
   3. Receive asset: This task is created as follows:
      * For the Ship refresh method, when the provider ships the asset to the employee.
      * For the Pickup refresh method, when the Ready for pickup task is closed.
      {#zero-touch-asset-refresh__ul_m1f_s24_wxb}
   4. Receive return asset: This task is created when the provider ships the new asset.
   {#zero-touch-asset-refresh__ol_ock_3rl_1yb}
3. Employee confirms receipt of the new asset.
4. Employee returns the old asset to the stockroom in the labeled box shipped by the provider.
5. Inventory manager confirms that the old asset was received and evaluates it.
{#zero-touch-asset-refresh__ol_eqc_mvy_xxb}  
Note:  
The Zero Touch Refresh flow requires support from an external provider and is pre-configured to integrate with Insight.

The Zero Touch Refresh flow requires the Service Exchange application to be configured on the ServiceNow instance of both
the provider and the employee's organization.

For more details, see [Manage refresh of assets using Zero Touch Refresh](https://www.servicenow.com/docs/e0h~4Do3By8pxb5yNbhDuw "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.").