Overview
Items being returned to vendors for repair, replacement, or exchange (commonly refereed to as Return Merchandise Authorization or RMA) must have their asset record updated within the Enterprise Service Management (ESM) system, before the item is physically shipped back. Returns, replacements, and exchanges must be documented to ensure both accurate inventory tracking, as well as ensuring that any associated contracts are updated to reflect the changes in covered hardware.
Important
All property tags and identification must be removed from equipment being RMA'd at the time it's removed from the university premises. Property tags must be returned to the campus property coordinator.
All items received as part of a RMA request, either new, or refurbished, that meets the University of Alaska's definition of controlled property must have a unique property tag issued. Do not reuse a property tag number issued to the item that was sent back to the vendor as part of a RMA, on the newly received replacement item even if the replacement item is the exact same make/model item.
In other words you must:
- Request a new UA property tag # for the new/replacement asset
- Create a new asset record within the ESM Asset/CI app for the new/replacement asset
- Record the old asset record as "RMA" within the ESM Asset/CI app
What materials do I need?
- Internet connectivity
- A web browser
- Privileges within the UA ESM system to the Assets/CIs module
How do I use this technology?
- Login to the UA ESM website.
- Click the Assets/CIs tab.
- Locate the existing asset record.
- See the KB article Search for an Asset for tips and suggestions on searching the asset database.
- Alternatively, scan the Asset QR code if so equipped. If the Asset QR code is scanned, skip to step 5.
- Click the Asset ID of the record you will be returning.
A new window will open with the asset details.
- Click the Edit button in the menu bar of the record.
- Scroll down to the Status field.
- Click the drop-down menu, and select Return Merchandise Authorization.
- Scroll down to Location field.
- Clear the current location.
- Scroll down to the Owner field.
- Clear the current owner, if any.
- In the Expected Replacement Date field enter the date the asset is to be shipped to the vendor.
- Click the Verified By field.
- Enter your UA username.
- Click the Verified Date field.
- Enter the date the record was updated.
- At the top of the window, click the Save button.
- Click To Detail button to exit edit mode.
- The asset record will refresh indicating that the asset has been RMA'd.
- Click the Attachments tab.
- Attach RMA paperwork.
- Print or Scan to PDF the RMA paperwork received from the vendor.
- Either click + Attachment, or drag and drop the desired file(s).
- After the file is uploaded, the asset record should look something like the following.
- Assets with a UA Property Tag must complete the following.
- Drag and drop one of the following completed and signed forms:
- After the file is uploaded, the asset record should look something like the following.
- When finished updating the asset record, close the asset detail browser window.
Need additional help or have issues
For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.