0
1.0.1
Australia, Zurich, Yokohama Patch 6
Standalone Application
The Provider RMA capability within Enterprise Asset Management enables Device as a Service (DaaS) providers, vendors, and manufacturers to manage Return Merchandise Authorization (RMA) workflows and inbound asset orders from a single location. This feature streamlines provider-side asset life-cycle operations, reducing complexity and improving efficiency.
- Provider-focused workflows
Adds specialized flows for RMA response orders (repair or replacement of defective assets) and inbound asset orders (fulfillment of customer asset requests). - New roles
- Provider Asset Manager – Oversees provider asset life-cycle and RMA processes.
- Provider Asset Technician – Executes operational tasks for RMA response orders and inbound asset orders.
- Architecture & integration
- Built as a top-level application, similar to EAM for Healthcare, Facilities, and DCNAM.
- Compatible with Yokohama and later releases.
- Designed for future independent licensing, if required.
- Data model & components
- New tables for enterprise RMA orders, extending ITAM common RMA structures.
- Record producer-based approach for flexible request handling.
- Business outcomes
- Consolidates provider operations for RMA and asset fulfillment.
- Reduces manual effort and accelerates turnaround for defective asset replacement.
- Improves visibility and compliance across provider workflows.
- Provider-specific RMA workflow
- Enables providers, vendors, and manufacturers to manage Return Merchandise Authorization (RMA) processes for assets that are leased to customers.
- Covers provider-side operations only, including shipping tasks for off-site repairs and inbound orders for replacements.
- Inbound asset orders
- Supports the creation and tracking of inbound asset orders for asset replacements within the Asset operations view of the Enterprise Asset Workspace.
- Dedicated roles
- Provider Asset Manager – Oversees RMA and inbound asset order workflows.
- Provider Asset Technician – Executes operational tasks for RMA response orders and inbound asset orders.
- UI enhancements
- Adds the Provider RMA module under the Asset operations view when the application is installed.
- Includes new menu items for Provider Asset Tasks and Inbound Order Lines.
- Integration with DaaS
- Displays the DaaS Asset and DaaS Account columns on enterprise asset forms and child tables for better visibility.
- Customization for enterprise assets
- Dictionary overrides allow enterprise models in RMA flows, extending beyond hardware-only models.
- Shipment tracking
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- Includes tracking for assets shipped to manufacturers for repair or replacement.
- Fixed
- Translation supports multiple languages.
- Supported ServiceNow releases
- Compatible with Yokohama and later releases.
- Required core applications
- Enterprise Asset Management (EAM)
- or
- EAM-dependent workspaces such as:
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- Facility Asset Workspace
- Medical Asset Workspace
- Critical environment asset Workspace
- OTAM Workspace
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- EAM-dependent workspaces such as: