Assess the RMA asset
Assess the Return Merchandise Authorization (RMA) asset using either an on-site or off-site assessment procedure.
Before you begin
Role required: sn_daas_ham.daas_asset_manager or inventory_user
- Install the Hardware Asset Management for DaaS application from ServiceNow Store.
- Install the Hardware Asset Management application from ServiceNow Store.
Procedure
Navigate to Workspaces > Hardware Asset Workspace.
Select the DaaS provider view.
Select the RMA orders tab.
Select an RMA order number.
Select the RMA response order lines tab.
Select the asset task number with the Task type as RMA assessment.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Number | Unique number for the RMA assessment task. |
| Asset order line | The RMA response order line number associated with this task. |
| Due date | Estimated date of completing this task. |
| Asset | The asset that is selected while creating the associated RMA response order line.For more information, see Create an RMA response order line. |
| Assessment action | Assessment procedure to be followed for the RMA asset.- On site: A representative from the DaaS provider visits the customer's premises to assess the asset. - Off site: The asset arrives at the DaaS provider site for assessment. - Denied: The RMA request is rejected. |
| Task name | Name of the current task.This field is automatically set to `RMA assessment`. |
| State | Status of the RMA assessment task.This field is automatically set to `Open`. |
| Assignment group | The assignment group for the individual who is responsible for working on the RMA assessment task. |
| Assigned to | The individual responsible for working on the RMA assessment task. |
| 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. |
- Select Close Task.
Result
- The result of the task completion changes according to the value selected in the Assessment action field:
- If you select On site, a task is created displaying a unique asset task number with the task type as Schedule after you refresh the list. The Stage field of the RMA response order line is set to
Schedule. - If you select Off site, a task is created displaying a unique asset task number with the task type as Ship after you refresh the list. The Stage field of the RMA response order line is set to
Ship. - If you select Denied, the RMA response order line is set to Closed Complete. If there are no more open RMA response order lines, then the RMA response order is closed.
- If you select On site, a task is created displaying a unique asset task number with the task type as Schedule after you refresh the list. The Stage field of the RMA response order line is set to
- The State field of the RMA assessment task is set to Closed Complete.
What to do next
Schedule a visit to the customer site or Ship the asset to the DaaS provider