hi folks my name is Randy Scrapper I'm a product success architect team here at servicenow I am here today to walk you through the four new RMA workflows uh for Enterprise Asset Management those four workflows are on-site repair off-site repair a replacement or swap out or the last case will be if the RMA was rejected if the part wasn't covered or not able to be fixed or replaced so I will walk through these four workflows the workflows again are the way to manage the process for assets and parts that are covered under warranties and service contracts and how those can provide a clear audit Trail for these RMA assets first let's just look at the Enterprise asset overview that we're looking at this is the workspace that's out of the box as you see from here this is the landing page and that first thing I wanted to do before we we jump into the uh the workspace let's go ahead and jump into the record producer the way we would actually create or somebody would create the RMA order so we have a record producer that either an asset technician or asset manager would be able to come in and simply start from this record producer then you just need to add the Enterprise assets uh that are on the RMA and to kick it off so simply they would just need to know the stock room that it was located in and then the the Enterprise asset itself and we're going to pick two cameras today one thing to remember but you cannot add a Enterprise asset that is already on an RMA and let's go ahead and just I'll try to add that same camera on here and as you see we have the built-in knowledge this let's say this asset has already been added to this order and allows you to pick another one simply just pick the two or however many our main items you have up to 50 and hit enter and submit very simple the Enterprise RMA order has been created and we're going to jump back into the Enterprise asset workspace I'm going to refresh the page real quick for us and as we see again this is the landing page in the middle of it we have these quick links with the RMA orders going to the inventory dashboard we're going to click into this and we can walk through a couple of the workflows so um the first RMA was Enterprise asset RMA order and here's the number so that's what it is now we're going to click into this we see that this RMA order has four line items or four items that need to we looked at or make a decision on we'll go on to the first one as we see uh this is the line item and it's the actual the asset that is being looked at we see that it is in a stockroom we also see as we if we dig into the asset that is in stock and pending repair remember we said that they had to be in stock and pending repair in order to be added to the RMA so just verifying and checking that there uh as we see over here their tasks that are assigned to this um this line item first one is to prepare so we need to assess the asset for an RMA action does it need to be uh on-site repair is it an offset repair or is it going to be a return or replaced so uh the technician would come in here they would will identify what RMA type it would be in in this circumstance where we'll do on-site they'll also have to put a RMA number now this vendor RMA number um is one that would be given to you by the vendor and that would be their reference points so we would make sure that we want to capture that they're very early on stage so we're going to say this one needs to be on-site repair so we see from this the task that the prepared the assess the asset has been closed complete and the next task would be for the on-site repair person to come in and fix the asset once the repair person comes on site they're able to make a decision once they're on site if the asset can be repaired if it needs to be shipped off site if they don't have the parts with them or if they're going to reject this RMA in this case we're going to repair it we're going to repair the part that's given to us and we'll close the task so the technician is there they're working on the part they fix the part and they give it back to you and it goes back into inventory right very close complete we have it and it's uh it's done now if we go back over here we'll walk through maybe another one with another on-site repair so another ultrasound machine is in we see the task over here so we'll jump over to the task and we can kind of walk through those first task is to assess it okay we'll put an RMA number in here because we know the RMA number we're going to have somebody come on site to take a look at these things to fix them on site they're so big uh that they're not gonna we don't want to have to send it off we don't have to want to be on-site repair technician comes on and get another task whether here they make a decision that for some reason that the parks that they have on hand are not um enough or they're not unable to fix that part on site so they're going to need to send the part off site uh to get fixed so we do off-site and we'll do closed tasks now once we identify that the part is now going to be shipped off site we can see that the RMA decision was then changed to an off site it needs to be shipped off packaged up and shipped off and a few things we'll need to update the ticket we'll need to know the carrier information so who who's the carrier will need to know the tracking information and we'll need another ship date these are all required fields for this step to be closed so again we're shipping this ultrasound machine off here's the FedEx numbers and the tracking information and we're closing this task the part is being shipped by FedEx out to the vendor the vendor then receives the part and needs to make a decision on how we are going to proceed uh with this RMA and in this case uh they're going to be able to repair it and and send it back to us we'll close the task the vendor is repairing it they're going to send it back to us and finally we'll have a ticket a task for somebody on our team to come in and receive this part now the receiving is done would be then checked to make sure that the exact part was sent back and once we identif come into the task itself and so that the asset was received and we're verifying that it was the same exact asset with the serial number then we can close the ticket and then this part we can kind of go into the details this asset is back in stock and available so we say in stock and available so now it's ready to be used again now this Trends uh doctor over here we'll go into the RMA task again here we'll assess this one it's a Samsung the RMA number in we're going to do off-site so we're going to say we can't fix these things here we're going to need to send these things off site and we close the task once we identify this going to be shipped off site we need to get this packed up and shipped out to the lender we'll put in the vendor information as far as the tracking and the date again these are required fields in the shipment in order to close this task the vendor at this time would then take a look at the part and make a decision on how the part will be able to be handled if we want to say replace so this is one off-site and it is going to need to be replaced so we are swapping it out with another part we then receive a receive task and this is the physical receiving of that uh new RMA and we want to put it back into inventory so a couple things need to happen here what we need to do is we'll need to receive the brand new asset through the normal receiving process um I think in future versions we might have a different way to receive it maybe in this form here but currently the the you will need to receive the asset during your normal receiving functions and then you'll have to add that replacement or make the correlation between the RMA and the new asset so we're going to go ahead and say this replacement asset was received um we're just gonna pick this asset right here so this asset was received for this one uh and then we'll go ahead and close it we have this other RMA line task we're going to send this one off again close path next we'll need to prepare it and ship it out and put the shipping information in then you close task the vendor needs to make an RMA decision now in this case the the vendor says they are rejecting the RMA now there this part is not covered and not covered now we need to when you reject it you need to put in a reason and so there's our reason we'll close task now this is still at the vendor the vendor made a decision to reject it so we'll send that part back and we'll have to receive it again so that part came in we're verifying that same asset came in and we're going to close the task now one thing I want to point out to you here is that when this part comes back in it's still going to be in stock pending repair even though that it got rejected because it's not fixed so it's still pending repair and at this point you need to make a decision on is there uh another way to replace or repair this part is there another vendor to to make some type of repair or if this part needs to be disposed of so that would be a decision that you would need to make after uh one of them gets rejected so today we just walked through uh a couple different um workflows right we did the on-site repair where the part came on site it was repaired and the same part came back we did another RMA where the RMA came on site it was then determined that once it came on site it went off-site at that point we we showed a couple examples where it was repaired and sent back to us or it was replaced and sent the new replacement was sent back to us hey guys and finally let's take a look at flow designer and take a look at the three flows that are created uh with the RMA processes we have the on-site the offsite and the main overall flow customizations aren't anticipated or suggested however if a customer does want to customize the flow you guys should copy the flow first deactivate the Baseline flow and then update um the new flow and put that as active hey guys I enjoyed spending some time with you today to talk about the RMA new features uh in the Enterprise Asset Management workspace uh looking forward to future videos for me