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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Zero Touch request flow

# Zero Touch request flow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![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 request flow

The Zero Touch request flow enables ServiceNow customers to fulfill employee hardware requests through an external provider with minimal manual intervention.
This automated workflow streamlines the approval, provisioning, shipping, and receipt confirmation of hardware assets by integrating your organization's ServiceNow Cloud instance with the provider's system via the ServiceNow Service Exchange application.
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## Key Requirements

* Both your organization and the hardware provider must operate within the ServiceNow Cloud environment.
* The ServiceNow Service Exchange application must be configured on your ServiceNow instance.
* The provider must publish Remote catalog items or Remote record producers for hardware requests.

## Request Workflow and Process

* An employee submits a hardware catalog request linked to the Zero Touch flow.
* The request enters a **Pending Approval** state, where an approver either approves or rejects it:
  * If rejected, the request state changes to **Closed Rejected** and the item stage to **Closed incomplete**.
  * If approved, the request state changes to **Approved** and the item stage to **Pending Confirmation**.
* If the requester lacks access to the remote record producer, the request is automatically marked **Closed incomplete**.
* Upon approval, the request is forwarded to the provider based on the configured remote record producer, with the item stage updated to **Pending confirmation**.
* The provider confirms the order via a Scratchpad update, moving the stage to **Pending shipment**.
* The provider ships the asset and sends shipment details through another Scratchpad update. This triggers several actions:
  * An asset record with serial number and tag is assigned to the employee.
  * Email notifications are sent to asset managers if there are issues such as duplicate serial numbers, missing model numbers, or if the asset is consumable.
  * A unique shipment record is created with tracking and carrier details, viewable in the Hardware Asset Workspace under Asset operations.
  * For asset bundles, shipment can be partial or full; the request stage changes to **Pending receive** only when fully shipped.
* The employee confirms asset receipt via mobile device, completing the request stage to **Complete**. Consumable assets require asset manager confirmation due to lack of mobile receipt capability.

## Practical Benefits for ServiceNow Customers

* Automates and accelerates hardware fulfillment by integrating directly with external providers.
* Reduces manual tracking and errors by using automated status updates and notifications.
* Provides visibility into shipment details and asset assignments within ServiceNow's Hardware Asset Workspace.
* Supports bundle shipments with flexible partial or full delivery options.
* Ensures compliance and proper asset management through automated notifications to asset managers for exceptions.  
Fulfill the hardware requests of your employees through an external provider with minimal intervention by using the Zero Touch request flow.

## Zero Touch request flow requirements {#zero-touch-request__section_ejc_qyk_kbc}

The Zero Touch request flow has the following basic requirements:

1. Your organization and the provider must be on the ServiceNow Cloud.
2. The ServiceNow Service Exchange application must be configured on the ServiceNow instance.
3. Your provider must have published the Remote catalog items or Remote record producers.
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## Zero Touch request workflow {#zero-touch-request__section_cm2_xyk_kbc}

1. An employee of your organization submits a catalog request for a catalog item associated with the Zero Touch request flow.A catalog request is created with the Request state as
   Pending Approval.

2. The approver reviews the catalog request and performs either of the following tasks:
   * Rejects the catalog request: The Request state changes to Closed Rejected and the Stage of the requested item changes to Closed incomplete.
   * Approves the catalog request: The Request state changes to Approved and the Stage of the Requested item changes to Pending Confirmation.  
     Note:  
     If a requester who doesn't have access to the remote record producer submits a catalog request, the requested item is marked as Closed incomplete.
   {#zero-touch-request__ul_pdw_pzk_kbc}
3. After the catalog request is approved, the request goes through the following changes:
   1. The request is sent to the provider based on the Remote record producer configured in the catalog item mapping.
   2. The Stage of the requested item changes to Pending confirmation on the ServiceNow instance of your organization.
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4. The provider sends a Scratchpad update confirming the order to your ServiceNow instance. The Stage of the requested item changes to Pending shipment.
5. The provider ships the asset to your employee and sends a Scratchpad update with the shipment details to your ServiceNow instance.  
   The following events 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.  
     Note:  
     An email notification is sent to the asset managers in the following scenarios to take necessary actions:
     * An asset record with the serial number provided by the provider exists on your ServiceNow instance.
     * The model number provided by the provider isn't available on your ServiceNow instance.
     * The asset that is shipped is a consumable.
     {#zero-touch-request__ul_ybc_tjb_4bc}
   * Based on the tracking number and shipping carrier details that the provider specified in the Scratchpad update, a unique shipment record is created for the shipment. 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/xN7LXyoQdSyrPnlCWdeekg "View all hardware asset shipment details in a single place in the Hardware Asset Workspace.").
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   When shipping an asset bundle, the provider can choose to ship the assets fully through a single shipment or partially through multiple shipments. Only when the assets are fully shipped, the
   Stage of the requested item changes to Pending receive.
6. The employee acknowledges the receipt of the asset on a mobile device. The Stage of the requested item changes to Complete.  
   Note:  
   Receipt of the consumable asset can't be confirmed on a mobile device. The asset manager takes the necessary actions based on the email notifications received and confirms on behalf of the employee.
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For more details on creating and fulfilling hardware asset requests through the Zero Touch request flow, see [Use Zero Touch request flow](https://www.servicenow.com/docs/V~phKW~vmwpjqKhfLUMRfg "Fulfill hardware asset requests of your employees through an external provider by using the Zero Touch request flow.").