---
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


---

# Fulfill a Zero Touch Refresh Fulfillment Request

# Fulfill a Zero Touch Refresh Fulfillment Request {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a provider, ship a replacement asset requested through a Zero Touch Refresh Fulfillment Request to the requester.

## Before you begin

The Service Exchange configuration necessary for the Zero Touch Refresh flow must have been set up. For more details, see [Service Exchange configuration for Zero Touch Refresh](https://servicenow-prod.fluidtopics.net/Oc8NCicLuKjv5C1Cre73hA "The Zero Touch Refresh flow uses the Service Exchange application to connect providers with your ServiceNow instance to manage asset refresh requests. Your employees and the provider can work on requests in their own environments.").

Role required: admin, asset, procurement_user, or inventory_user

## About this task

When an employee submits a Zero Touch Refresh request on the ServiceNow® instance of your customer, a corresponding Zero Touch Refresh Fulfillment Request is created on your ServiceNow® instance.

## Procedure

1. Log in to your ServiceNow® instance.
2. Navigate to AllZero Touch Refresh Fulfillment Requests.
3. Select a request that is in the Requested state.
4. Review the details on the Zero Touch Refresh Fulfillment Request form.  
   The Customer request number field shows the corresponding Zero Touch Refresh request number. The fields in the Shipment details tab and the Return shipment details tab are populated with the details specified in the
   Zero Touch Refresh request.
5. Confirm the Zero Touch Refresh Fulfillment Request.
   1. In the State field, select Order confirmed.
   2. Select Save.
   {#process-zero-touch-refresh-order__substeps_xnt_413_wxb}
6. Ship the replacement asset to the requester or to the stockroom.
   1. Enter the asset information in the Asset tag and Serial number fields.
   2. In the Shipment details tab, enter values in the Tracking number and Carrier fields.
   3. In the Return shipment details tab, enter values in the Tracking number and Carrier fields.
   4. In the State field, select Shipped.
   5. Select Save.
   6. In the shipment, include a box that the employee can use to return the old asset with an address label made out for the stockroom.
   7. Ship the new asset to the requester or to the stockroom location where the requester can pick up the asset.
   {#process-zero-touch-refresh-order__substeps_zh1_t13_wxb}

## Result

An asset with the serial number and asset tag specified in the Zero Touch Refresh Fulfillment Request is assigned to the employee.
**Related tasks**   

* [Configure replacement models for a refresh model](https://servicenow-prod.fluidtopics.net/N13Bu2UMn4SRGmrOYTVjTQ "Configure replacement models for a hardware asset model that is refreshed. When configured, employees can select replacement models for their hardware assets on the Zero Touch Refresh form.")
* [Request a hardware asset refresh through Zero Touch Refresh](https://servicenow-prod.fluidtopics.net/B6tcPFVW_tN5TR1xNMlFzg "Request to replace a hardware asset that you own with a new asset directly with the provider through Zero Touch Refresh.")
* [Process a Zero Touch Refresh request](https://servicenow-prod.fluidtopics.net/T4qOIDQLOrNvwSdi3JzrGQ "Process a Zero Touch Refresh request to receive the assets from your provider and complete the Zero Touch Refresh flow.")
* [Acknowledge receipt of an asset on a mobile device](https://servicenow-prod.fluidtopics.net/4j0H1cP_aagbCPcjI8D7oA "As an employee, acknowledge receipt of the new asset that you received through a Zero Touch Refresh request on a mobile device.")
* [Acknowledge receipt of an asset through the Core UI](https://servicenow-prod.fluidtopics.net/sNSFils_KgDFw1XTwflmdw "As an employee, acknowledge receipt of the new asset that you received through a Zero Touch Refresh request through the Core UI on your ServiceNow instance.")

*[\>]: and then