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Example: End-To-End Hardware Asset Lifecycle
Review a scenario that demonstrates the complete lifecycle of a hardware asset from request to reclamation and eventual disposal. For example, an employee requesting a laptop renewal, the IT team fulfilling the request, the return of the old device, and its secure retirement.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Request a Device
Emma Jones, an existing employee, needs a new laptop because her current device is due for renewal. She goes to the Employee Portal or uses the Agentforce Slack integration to submit a hardware request for a new MacBook Pro. The system captures her requirements, including the business justification and shipping details, and automatically generates a service request record.
Fulfill the Request
Sean, the IT fulfiller, logs in to the IT Asset Management console to review the open service request. He checks available inventory across different locations and sources the MacBook Pro from the Chicago stockroom because it has adequate stock and offers the shortest delivery distance. The system automatically creates a fulfillment order and a corresponding fulfillment order line item and routes them to the Chicago stockroom.
Assign the Device
Ian, the inventory manager in Chicago, opens the fulfillment order and pulls a MacBook Pro off the shelf. He scans or finds the asset's serial number and links it to the fulfillment order line item. The asset's status automatically updates to Reserved. After Ian ships the device and marks the order as sent, the asset's status updates to In Transit.
Emma receives the new MacBook Pro at her shipping address. The fulfillment order is marked as Received, which automatically updates the asset's status to In Use or Assigned. This action officially logs Emma as the owner of the device. The system securely records all these changes in the Asset Timeline to maintain a strict chain of custody and audit trail.
Reclaim the Old Device
Because Emma received a renewal device, she must return her old company-issued hardware. She initiates a device return request through the Employee Portal, selects her previously assigned MacBook Pro, and submits the form. The system creates a service request for the return.
Sean reviews the request, decides to route the laptop to the San Francisco stockroom, and creates a return order for that location. The old MacBook Pro's status automatically changes from Assigned to Pending Reclaim.
Emma drops off or ships the old device. When the San Francisco inventory manager receives the shipment, they mark the return order as Received. The asset status updates to Reclaimed and the asset is put on hold. The system automatically adjusts the overall quantity of available and reclaimed inventory at the San Francisco stockroom. The IT team can then decide whether to refresh the asset, reuse it, or add it to a disposal order if it has reached its end of life.
Dispose the Device
Aaron, the IT Asset Manager, reviews the reclaimed MacBook Pro's 360-degree view. Noting its expired warranty and depreciated book value, he determines it has reached the end of its life and updates its status to Retired. Thanks to native bidirectional synchronization, the corresponding Configuration Item (CI) in the CMDB is automatically updated to Retired as well.
To securely process the retirement, Aaron adds the MacBook Pro to a Disposal Order for an e-waste vendor, which automatically updates the asset's status from Retired to Pending Disposal. After he ships the device to the vendor and marks it as shipped, the asset's status updates again to Pending Certificate of Disposal.
When the vendor confirms the destruction, Aaron creates a Certificate of Disposal record in the system, uploads the vendor's PDF certificate, and selects the MacBook Pro. He marks the certificate as Verified and Final. This automatically updates the asset's final status to Disposed and closes the Disposal Order—ensuring a secure, fully auditable end-to-end chain of custody for compliance.
