--- sourceDocument: Australia Asset Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-asset-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # Complete off-site replacement or repair tasks # Complete the RMA process for a defective enterprise asset through an off-site replacement or repair {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](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 replacement or repair so that you can complete the RMA process for a defective enterprise asset. You must perform this set of tasks separately for each defective enterprise asset that requires an off-site replacement or repair. ## Before you begin Before you can proceed with the RMA process for a defective enterprise asset off-site, you must complete the Prepare task for the associated RMA order line. See [Complete the Prepare task for an RMA order line](https://servicenow-prod.fluidtopics.net/3R7xEjvnXeIvA8Pl3ugCyw "Complete the Prepare task for an RMA order line so that you can proceed with replacing or repairing the given enterprise asset. Alternatively, you can reject the RMA to avoid taking any action on 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 RMA orders tab. 3. From the list of available RMA orders, select the RMA order that you want to close. The RMA order record opens. 4. On the RMA Order Lines tab of the RMA order record, select the RMA order line for the enterprise asset that you want to replace or repair. The RMA order line record opens. 5. Complete and close the Shipment task for the RMA order line. To successfully complete and close this task, you must ship the defective enterprise asset back to the asset vendor. 1. On the RMA Line Tasks tab of the RMA order line record, select the task number for the Shipment task. Alternatively, select the task number that is displayed in the Current task field of the RMA order line record header. The Shipment task opens. 2. On the Details tab of the Shipment task, fill in the fields. {#complete-off-site-rma__table_qhs_wnx_3tb__entry__2} | Field | Description | |-|-| | RMA Line Task Details || | State | State of the task. | | Assignment group | Group to which the task is assigned. | | Assigned to | User to which the task is assigned. | | Work notes list | Users who receive notifications when work notes are added to the task. | | Short description | Brief description of the task. | | Description | Detailed description of the task. | | Shipment || | Carrier | Shipping carrier through which you shipped the defective enterprise asset. | | Ship date | Date on which you shipped the defective enterprise asset. | | Tracking number | Tracking number that enables you to track the status and location of the shipment. | | Notes || | Work notes | Notes about the task that are visible to all users within your organization. | [Table 1. Details tab] {#complete-off-site-rma__table_qhs_wnx_3tb} 3. Select Close Task. {#complete-off-site-rma__substeps_k22_lwz_3tb} The Shipment task automatically closes with an updated state of Closed Complete. 6. Complete and close the Vendor RMA decision task for the RMA order line. To successfully complete and close this task, the asset vendor must either repair the defective enterprise asset, replace the defective enterprise asset with a new asset, or reject the RMA. 1. On the RMA Line Tasks tab of the RMA order line record, select the task number for the Vendor RMA decision task. Alternatively, select the task number that is displayed in the Current task field of the RMA order line record header. The Vendor RMA decision task opens. 2. On the Details tab of the Vendor RMA decision task, fill in the fields. {#complete-off-site-rma__table_adc_fyz_3tb__entry__2} | Field | Description | |-|-| | RMA Line Task Details || | State | State of the task. | | Assignment group | Group to which the task is assigned. | | Assigned to | User to which the task is assigned. | | Work notes list | Users who receive notifications when work notes are added to the task. | | RMA decision | Action that the asset vendor performed on the defective enterprise asset. Select one of the following options: * Repair: Option indicating that the asset vendor successfully repaired the defective enterprise asset. * Replace: Option indicating that the asset vendor is replacing the defective enterprise asset with a new functioning asset. * Reject: Option indicating that the asset vendor rejected the RMA for the defective enterprise asset. If you select this option, the Reject reason field appears below the RMA decision field. In the Reject reason field, specify why the asset vendor rejected the RMA. {#complete-off-site-rma__ul_nhn_54z_3tb} | | Short description | Brief description of the task. | | Description | Detailed description of the task. | | Notes || | Work notes | Notes about the task that are visible to all users within your organization. | [Table 2. Details tab] {#complete-off-site-rma__table_adc_fyz_3tb} 3. Select Close Task. {#complete-off-site-rma__substeps_ycc_fyz_3tb} The Vendor RMA decision task automatically closes with an updated state of Closed Complete. 7. Complete and close the Receive task for the RMA order line. To successfully complete and close this task, you must receive the new, repaired, or rejected enterprise asset from the asset vendor. If you are receiving a new enterprise asset as a replacement for the defective enterprise asset, you must also create an asset record for the new enterprise asset. See [Create enterprise assets](https://servicenow-prod.fluidtopics.net/vtFG5V_3MJJ6o7LzpMwB8w "Create assets for specific model categories in the Enterprise Asset Management application.") for detailed instructions. Note: When you create the asset record for the new enterprise asset, you must set the State field to In stock. You must also verify that the Acquisition method field is set to RMA Replacement. 1. On the RMA Line Tasks tab of the RMA order line record, select the task number for the Receive task. Alternatively, select the task number that is displayed in the Current task field of the RMA order line record header. The Receive task opens. 2. On the Details tab of the Receive task, fill in the fields. {#complete-off-site-rma__table_odh_vzz_3tb__entry__2} | Field | Description | |-|-| | RMA Line Task Details || | State | State of the task. | | Assignment group | Group to which the task is assigned. | | Assigned to | User to which the task is assigned. | | Work notes list | Users who receive notifications when work notes are added to the task. | | Short description | Brief description of the task. | | Description | Detailed description of the task. | | Receive || | Asset received | Option that indicates if you received the new, repaired, or rejected enterprise asset from the asset vendor. To complete and close the Receive task, you must set this field to Yes. | | Replacement asset stockroom Note: This field appears only if the asset vendor replaced the defective enterprise asset with a new one. | Stockroom that the new enterprise asset is located in. | | Replacement asset Note: This field appears only if the asset vendor replaced the defective enterprise asset with a new one. | New enterprise asset that has replaced the defective enterprise asset. | | Notes || | Work notes | Notes about the task that are visible to all users within your organization. | [Table 3. Details tab] {#complete-off-site-rma__table_odh_vzz_3tb} 3. Select Close Task. {#complete-off-site-rma__substeps_mdh_vzz_3tb} The Receive task automatically closes with an updated state of Closed Complete. ## Result The RMA order line moves to the Completed stage. If the asset vendor successfully replaced the defective enterprise asset with a new one, the Details tab of the RMA order line automatically updates with information about the new enterprise asset, including the name, model, and stockroom of the asset. In addition, the Enterprise Asset Management application automatically retires the defective enterprise asset, triggering the State and Substate fields to change to Retired and Vendor credit in the corresponding asset record. If the asset vendor successfully repaired the defective enterprise asset, the State and Substate fields change to In stock and Available in the corresponding asset record. If the asset vendor rejected the RMA, the defective enterprise asset remains in the In stock state and Pending repair substate. You must submit a new RMA order to take additional action on the asset. ## What to do next Complete the RMA process for any remaining RMA order lines within the RMA order. After all RMA order lines reach the Completed stage, the RMA order is closed.