[Music] hi everyone my name is sha Walker I'm a principal product success architect here at service now today I'm going to be talking to you about the asset life cycle automation tasks when you enable ham asset tasks are automatically activated for incident change and work orders the goal of asset tasks to provide the same same level of automated accuracy as flows during the deploy maintain retire and dispose phase of the asset life cycle these tasks remove the need to update the associated Ci or asset records manually when providing resolution information for an instant change or work order the agent must enter the asset action for the affected CI to trigger the appropriate asset action task behind the scenes service now admins or the individual agents must customize their list view for affected CIS to include the asset action and swap CI Fields an often overlooked step in the ham guided setup is to review the configuration for the asset life cycle automation tasks when implementing ham it's important for the customers to understand that this feature is automatically enabled so they can update form where required and make any necessary procedural changes I'll now jump into an instance and walk you through the asset life cycle tasks okay so now I've logged into a Vancouver instance uh with Hardware Asset Management installed and I'm logged in as a support technician so what I want to show is the asset actions in in place um and what can happen if you're you don't inform your support Tech nitions that there are new procedural changes um that are going to require these asset actions to be completed uh when they're trying to resolve an incident so I'm going to pretend that the support technician gets a call or um has somebody walk up to his desk and say they have a problem with their laptop so I'm going to create a new incident and the caller is John Smith so John Smith came up said his laptop is broken um and then he ran over it with a car so lap for a description laptop is broken ran over with a car now one thing I want to make sure you do is you're associating a CI to the particular U incident um the business rule takes takes a look to see whether an incident has a CI associated with it and it will then enforce the asset actions um for that particular incident when you try and resolve it so I'm going to go and look for John's laptop and there John's got one laptop assigned to him so I'm going to go ahead and save this incident now and let's just say my technician would normally go through and he would okay this thing is dead it's ran over by car we're going to have to dispose of it so we're just going to go ahead and resolve the request um gave him a loner laptop okay and I'm going to go ahead and I'm going to try and resolve this incident and so now what happens because we've enabled the asset actions business rule or it was automatically enabled when ham was installed now I'm getting this error message saying to resolve this incident choose an asset action for each configure itation item that includes an asset so again this CI does have an Associated asset with it so it's not letting me close this and this is an issue for our technicians so if I come down into my related list and take a look at effected actions it's I'm kind of going what what is going on here so what I have to do as a technician is I have to add the asset action and swap CI fields to my list View and once this refreshes what I can then do as the technician is I can then say okay what action did I take for his asset so I have a couple of options here I can choose no action which basically means nothing will happen on the back end to the asset State substate Etc um if I went ahead and repaired his laptop um I could use the update repair feature and again nothing would really happen on the asset record for that I could choose to swap out this asset because well his was ran over uh by a car he needs something in temporary so I'm going to give him a loner um and in that case if I pick swap I would have to pick the corresponding swap CI I'm swapping it with and that would change change the state of the asset the incident is created for to um in stock pending disposal um and then also another option I could do is I could retire this particular CI so either swap or retire would be a good option in this case because obviously if a laptop's been run over by a car it's it's not coming back to life um in this case I'm going to choose the swap because I did give um John here a laner laptop so what I'm going to do as as the technician is I'm obviously going to have to check my inventory to see if I have one to give him so I'm just going to quickly go to the workspace here in another Tab and I'm going to go and take a look at my stock room and see um what I might have in stock that I could give to give to him so I'm in the Canada east is the stock room I manage so I can take a look here well he had an Asus so here's an Asus one right here that's in stock it's available that I can go ahead and I can assign to John so I'm just going to leave this open and we're going to take a look at what happens to this after I perform the asset action so I'm going to go back over to my incident form and I'm going to search for the asset that I want to give him I'm just going to run a filter here so I can find the one I'm looking for and asset tag contains uh P was it 1 0125 and there is the one that's in the service nron location which is the Canada east location I'm going to basically swap it with this particular one and I am going to go ahead now and I'm going to try and resolve this incident again um so work around provided so I'll just put in here swap his laptop with another one ROM stock and now I should be able to resolve this particular incident because I have completed that so now notice it didn't air out at me so I'm just going to go back over and take a look um at this particular one or actually maybe I'll search for it again here just to see and now I can take a look and see that this asset p1025 which was the one I swapped it out with is now changed to a state of inuse and it's automatically assigned it to John Smith at his location if I come back over to my St sorry this one and I take a look at my Assets Now John's original asset was uh 12 7 so I'm just going to look for that and here is his original laptop and I can see that it is now in stock pending disposal in the service now Toronto location um so we can see here also the activity has been logged against this particular asset so the swap action was triggered for 127 to replace swap it with 125 and here's the incident number it was related to so now a now my technician doesn't have to go in and update the states and substates um for these assets they've gone ahead and automatically updated in the system so now um now my asset managers are going to be able to know that this particular one has is has an incident related for it and it's broken needs to get disposed and um the other one has gone ahead and been deployed so hopefully you found this uh interesting and helpful and uh we're going to switch over and probably do a demonstration of the disposal flow and then we can show how we would effectively dispose of this particular laptop that's been run over by a car all right thank you for your time