Completing a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets

  • Release version: Yokohama
  • Updated October 23, 2025
  • 2 minutes to read
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    Summary of Completing a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets

    This process guide explains how to complete and close an RMA response order for defective Device as a Service (DaaS) assets within ServiceNow. After creating an RMA response order and its associated order lines, you must perform specific tasks based on the desired action for each defective asset. Each order line progresses through stages and is marked Completed when all tasks are done; once all lines are completed, the entire order is closed.

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    Key Tasks by RMA Action

    The tasks required depend on the selected RMA action for the defective asset:

    • On-site repair: Assess the asset, schedule a customer visit, evaluate, repair, re-evaluate the asset, and then the customer either redeploys or disposes of the repaired asset.
    • On-site replacement: Assess the asset, schedule a visit, evaluate, have the customer ship the defective asset, receive it, and complete an inbound order to provide a replacement asset.
    • Off-site repair: Assess the asset, have the customer ship it, receive it, evaluate, repair, re-evaluate, ship the repaired asset back to the customer, receive confirmation of receipt, then the customer redeploys or disposes of it.
    • Off-site replacement: Assess the asset, have the customer ship it, receive it, evaluate, and complete an inbound order to provide a new replacement asset.

    Practical Guidance on Completing Tasks

    • RMA assessment task: Evaluate the defective DaaS asset and decide whether to repair, replace, or reject the RMA request.
    • Schedule task: If opting for on-site repair or replacement, schedule a customer site visit.
    • Evaluate RMA asset task: Determine the next action by assessing the defective asset condition.
    • Repair asset task: Perform the repair either on-site or off-site.
    • Evaluate asset task: After repair, verify if the asset is suitable for redeployment.
    • Ship task: Facilitate shipping of the defective asset from customer to service or shipping repaired assets back to the customer as applicable.
    • Receive asset task: Confirm receipt of defective or repaired assets either from customer or by customer.

    What This Enables You to Do

    By following these defined tasks for each RMA action, ServiceNow customers can efficiently manage defective DaaS assets, ensuring proper assessment, repair, replacement, and closure of RMA response orders. This structured process helps maintain asset lifecycle management, improves customer service by tracking and completing repairs or replacements accurately, and ensures accountability through order stage progression.

    After you create an RMA response order with corresponding RMA response order lines, you must perform various tasks to complete and close the order.

    Based on the action that you want to take on your defective DaaS assets, you must complete a specific set of tasks for each RMA response order line within an RMA response order. After you complete all tasks for an order line, it moves to the Completed stage. After every order line reaches the Completed stage, the order is closed.
    Table 1. Tasks for supported RMA actions
    Supported RMA action Tasks
    On-site repair
    1. RMA assessment task to assess the defective DaaS asset.
    2. Schedule task to schedule a visit to the customer site.
    3. Evaluate RMA asset task to evaluate the defective DaaS asset.
    4. Repair asset task to repair the defective DaaS asset.
    5. Evaluate asset task to evaluate the repaired DaaS asset.
    6. The customer redeploys or disposes of the repaired DaaS asset.
    On-site replacement
    1. RMA assessment task to assess the defective DaaS asset.
    2. Schedule task to schedule a visit to the customer site.
    3. Evaluate RMA asset task to evaluate the defective DaaS asset.
    4. Ship task to have the customer ship the defective DaaS asset to you.
    5. Receive asset task to verify that you received the defective DaaS asset from the customer.
    6. Complete an inbound asset order to provide the customer with a new DaaS asset.
    Off-site repair
    1. RMA assessment task to assess the defective DaaS asset.
    2. Ship task to have the customer ship the defective DaaS asset to you.
    3. Receive asset task to verify that you received the defective DaaS asset from the customer.
    4. Evaluate RMA asset task to evaluate the defective DaaS asset.
    5. Repair asset task to repair the defective DaaS asset.
    6. Evaluate asset task to evaluate the repaired DaaS asset.
    7. Ship task to ship the repaired DaaS asset back to the customer.
    8. Receive asset task to verify that the customer received the repaired DaaS asset.
    9. The customer redeploys or disposes of the repaired DaaS asset.
    Off-site replacement
    1. RMA assessment task to assess the defective DaaS asset.
    2. Ship task to have the customer ship the defective DaaS asset to you.
    3. Receive asset task to verify that you received the defective DaaS asset from the customer.
    4. Evaluate RMA asset task to evaluate the defective DaaS asset.
    5. Complete an inbound asset order to provide the customer with a new DaaS asset.