Create an RMA response order

Create a Return Merchandise Authorization (RMA) response order to associate an RMA request for an asset.

Before you begin

Role required: sn_daas_ham.daas_asset_manager

• Install the Hardware Asset Management for DaaS application from ServiceNow Store.
• Install the Hardware Asset Management application from ServiceNow Store.

About this task

For an RMA response order to be considered as complete, all its RMA response order lines must reach the Complete stage.

Procedure

1. Navigate to Workspaces > Hardware Asset Workspace.
2. Select the DaaS provider view.
3. Select the RMA orders tab.
4. Select New.
5. On the form, fill in the fields.

   Table 1. Create New RMA response form

   Number	Unique number for the RMA response order.
   External RMA number	Customer-provided reference for the RMA request that helps you track the source.
   DaaS account	Associated DaaS account of the customer.
   Contact Email	Email of the customer who initiated the RMA request.
   Delivery address	Address of the customer associated with the RMA request.
   State	Status of the RMA response order. This field is automatically set to Open.
   Requested for	Name of the customer associated with the DaaS account, for whom the asset is requested.
   Opened by	Estimated delivery date of the asset that's being sent to the specified delivery address.
   Customer mobile number	Mobile number of the customer who initiated the RMA request.
   Device location	The physical whereabouts of the device currently in operation.
   RMA justification	Reason of the RMA request creation provided by the customer.

6. Select Save.

Result

• An RMA response order with a unique number is created.
• RMA response order lines tab is displayed.

What to do next

Create an RMA response order line.