---
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


---

# Create an RMA response order

# Create a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets {#ariaid-title1}

* Release version: Zurich
* 
* Updated October 23, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create an RMA response order to track and manage the process of repairing or replacing the defective DaaS assets that are associated with an RMA request.

## Before you begin

Role required: sn_eam_provider.provider_asset_manager

## Procedure

1. From the Enterprise Asset Workspace, open the Asset operations view.
2. From the navigation menu of the Asset operations view, navigate to ProviderProvider RMA response order.
3. Select New.
4. On the form, fill in the fields.  
   {#create-rma-response-order-daas-assets__table_hk2_1d4_bhc__entry__2}

   | Fields | Description |
   |-|-|
   | External RMA number | Customer-provided reference number for the RMA request that you want to fulfill. You can use this reference number to track the source of the RMA response order. |
   | DaaS account | DaaS account of the customer who submitted the RMA request. You can use this information to determine which assets are leased to the account. |
   | Contact Email | Email address of the customer who submitted the RMA request. |
   | Delivery address | Address of the customer who submitted the RMA request. |
   | Requested for | Name of the customer who submitted the RMA request. |
   | Customer mobile number | Mobile phone number of the customer who submitted the RMA request. |
   | Device location | Geographic location of the assets that are associated with the RMA request. |
   | RMA justification | Customer-provided justification for the RMA request. |
   [Table 1. Create New RMA response form]

   {#create-rma-response-order-daas-assets__table_hk2_1d4_bhc}
5. Select Save.

## What to do next

Create corresponding RMA response order lines for the DaaS assets that you want to repair or replace. For detailed instructions, see [Create a Return Merchandise Authorization (RMA) response order line for a defective Device as a Service (DaaS) asset](https://www.servicenow.com/docs/9tR0RmDWIU_s8K2MPY5xMA "Create an RMA response order line for each defective DaaS asset that you want to repair or replace through an RMA response order. Use each order line to track and manage the tasks that you must complete to repair or replace the given asset.").

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