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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu IT Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Complete the recall process for an enterprise asset through an off-site repair

# Complete the recall process for an enterprise asset through an off-site repair {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

Work with your asset vendor to perform all tasks that are required for an off-site
repair so that you can complete the recall process for an enterprise asset that has been
recalled by the vendor.

## Before you begin

Before you can proceed with repairing a recalled enterprise asset off-site, you must
complete the Prepare task for that asset. See [Complete the Prepare task for a recalled enterprise asset](https://www.servicenow.com/docs/U7RKcYCnQ7bz4mEkRnWUdQ "Complete the Prepare task for a recalled enterprise asset so that you can proceed with replacing, repairing, or retiring the given enterprise asset.") for detailed instructions.

Role required: sn_eam.enterprise_asset_manager or enterprise_asset_technician

## Procedure

1. From the Enterprise Asset Workspace, open the Inventory view.
2. Select the Recall orders tab.
3. From the list of available recall orders, select the recall order that you want to complete.  
   The recall order record opens.
4. On the Enterprise Recalled Assets tab of the recall order record, select the enterprise asset that you want to repair.  
   The enterprise recalled asset record opens.
5. Complete and close the Shipment task for the recalled enterprise asset.  
   To successfully complete and close this task, you must ship the recalled enterprise asset to the asset vendor.
   1. On the Enterprise Recall Tasks tab of the enterprise recalled asset record, select the task number for the Shipment task.  
      Alternatively, select the task number that is displayed in the
      Current task field of the enterprise
      recalled asset record header.  
      The Shipment task opens.
   2. On the Details tab of the Shipment task, fill in the fields.  
      {#complete-recall-process-off-site-repair__table_x4y_yjw_wtb__entry__2}

      | Field | Description |
      |-|-|
      | Recall task details ||
      | Assignment group | Group to which the task is assigned. |
      | Assigned to | User to which the task is assigned. |
      | Scheduled date | Date and time at which you plan to ship the recalled enterprise asset to the asset vendor. |
      | Shipment ||
      | Carrier | Shipping carrier through which you shipped the recalled enterprise asset. |
      | Ship date | Date on which you shipped the recalled enterprise asset. |
      | Tracking number | Tracking number that enables you to track the status and location of the shipment. |
      | Notes ||
      | Short description | Brief description of the task. |
      | Description | Detailed description of the task. |
      | Work notes | Notes about the task that are visible to all users within your organization. |
      [Table 1. Details tab]

      {#complete-recall-process-off-site-repair__table_x4y_yjw_wtb}
   3. Close the Shipment task.  
      You can either close the Shipment task for only the specified
      enterprise asset or bulk update and close the Shipment task for
      multiple enterprise assets.

      If you want to close the Shipment task for only the specified enterprise asset, select Close Task.  
      If you want to bulk update and close the Shipment task for multiple enterprise assets, select Include more assets. When the Select assets for bulk update dialog box opens, select the check box for each enterprise asset that you want to bulk update and close the Shipment task for. Select Close Task to close the dialog box and return to the Off-site Repair task.  
      Important:  
      You can bulk update the Shipment task only for enterprise assets that have the same task name, state, assignment group, and assigned to user.  
      The Shipment task automatically reloads with an updated state of Closed Complete.
   4. Close the Shipment task to return to the enterprise recalled asset record.
   {#complete-recall-process-off-site-repair__substeps_azs_wjw_wtb}
6. Complete and close the Off-site Repair task for the recalled enterprise asset.  
   To successfully complete and close this task, the asset vendor must repair the recalled enterprise asset.
   1. On the Enterprise Recall Tasks tab of the enterprise recalled asset record, select the task number for the Off-site Repair task.  
      Alternatively, select the task number that is displayed in the
      Current task field of the enterprise
      recalled asset record header.  
      The Off-site Repair task opens.
   2. On the Details tab of the Off-site Repair task, fill in the fields.  
      {#complete-recall-process-off-site-repair__table_gfs_njr_wtb__entry__2}

      | Field | Description |
      |-|-|
      | Recall task details ||
      | Remediation action | Option that indicates how you want to proceed with the recall process for the enterprise asset. This field is automatically set to Off-site Repair. |
      | Assignment group | Group to which the task is assigned. |
      | Assigned to | User to which the task is assigned. |
      | Scheduled date | Date and time at which the asset vendor plans to perform the off-site repair. |
      | Notes ||
      | Short description | Brief description of the task. |
      | Description | Detailed description of the task. |
      | Work notes | Notes about the task that are visible to all users within your organization. |
      [Table 2. Details tab]

      {#complete-recall-process-off-site-repair__table_gfs_njr_wtb}
   3. Close the Off-site Repair task.  
      You can either close the Off-site Repair task for only the specified
      enterprise asset or bulk update and close the Off-site Repair task
      for multiple enterprise assets.

      If you want to close the Off-site Repair task for only the specified enterprise asset, select Close Task.  
      If you want to bulk update and close the Off-site Repair task for multiple enterprise assets, select Include more assets. When the Select assets for bulk update dialog box opens, select the check box for each enterprise asset that you want to bulk update and close the Off-site Repair task for. Select Close Task to close the dialog box and return to the Off-site Repair task.  
      Important:  
      You can bulk update the Off-site Repair task only for enterprise assets that have the same task name, state, assignment group, and assigned to user.  
      The Off-site Repair task automatically reloads with an updated state of Closed Complete.
   4. Close the Off-site Repair task to return to the enterprise recalled asset record.
   {#complete-recall-process-off-site-repair__substeps_kpq_kkr_wtb}
7. Complete and close the Receive task for the recalled enterprise asset.  
   To successfully complete and close this task, you must receive the repaired enterprise asset from the asset vendor.
   1. On the Enterprise Recall Tasks tab of the enterprise recalled asset record, select the task number for the Receive task.  
      Alternatively, select the task number that is displayed in the
      Current task field of the enterprise
      recalled asset record header.  
      The Receive task opens.
   2. On the Details tab of the Receive task, fill in the fields.  
      {#complete-recall-process-off-site-repair__table_wkp_klw_wtb__entry__2}

      | Field | Description |
      |-|-|
      | Recall task details ||
      | Assignment group | Group to which the task is assigned. |
      | Assigned to | User to which the task is assigned. |
      | Scheduled date | Date and time at which you plan to receive the repaired enterprise asset. |
      | Notes ||
      | Short description | Brief description of the task. |
      | Description | Detailed description of the task. |
      | Work notes | Notes about the task that are visible to all users within your organization. |
      [Table 3. Details tab]

      {#complete-recall-process-off-site-repair__table_wkp_klw_wtb}
   3. Close the Receive task.  
      You can either close the Receive task for only the specified
      enterprise asset or bulk update and close the Receive task for
      multiple enterprise assets.

      If you want to close the Receive task for only the specified enterprise asset, select Close Task.  
      If you want to bulk update and close the Receive task for multiple enterprise assets, select Include more assets. When the Select assets for bulk update dialog box opens, select the check box for each enterprise asset that you want to bulk update and close the Receive task for. Select Close Task to close the dialog box and return to the Receive task.  
      Important:  
      You can bulk update the Receive task only for enterprise assets that have the same task name, state, assignment group, and assigned to user.  
      The Receive task automatically reloads with an updated state of Closed Complete.
   {#complete-recall-process-off-site-repair__substeps_ukp_klw_wtb}
{#complete-recall-process-off-site-repair__steps_cky_hmr_wtb}

## Result

The enterprise recalled asset record moves to the Completed stage. In addition, the state and substate fields change to In stock and Available in the corresponding asset record.

## What to do next

Complete the recall process for all remaining enterprise assets that are included in the recall order. After all corresponding enterprise recalled asset records reach the Completed stage, the state of the recall order changes to
Completed.