Return Material Authorization (RMA)

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User Manuals > Assets > Return Material Authorization (RMA)

You can manage Return Material Authorization (RMA) with CommitCRM Assets. By using CommitCRM Assets to manage RMAs, you can follow-up on the Ticket status while the part is out for repair, and keep the RMA number for easy tracking of the equipment/part when communicating with the repair company.

Possible RMA work-flow:

  1. The customer reports a problem, and a Ticket is opened for the Asset
  2. The technician makes an on-site visit and finds that the equipment is defective.
  3. Technician sends the equipment back to the manufacturer for repair. At this stage you may receive the manufacturer RMA number.
  4. Update the Ticket:
    • Change the Status to indicate he part is out for repair
    • Set the RMA number in the Ticket's/Asset's customizable fields (in the Details Tab, see Field1, Field2 - these can be customized and renamed by right-clicking the field name and selecting Field Settings...).
    • Log that you've sent the product for repair in the Asset History tab so that this is part of the Asset's history record.
  5. Optional: From the Ticket's Pending tab, add a task with a reminder to check the repair status in X days
  6. When equipment is back -
    • Change the Ticket Status back to "New", and set the "Show Ticket in Dispatcher" flag so it will appear in the Dispatcher window for scheduling.
    • From the Dispatcher window, reschedule the Ticket for an on-site visit in order to install the fixed equipment (this will change the Ticket status to "Scheduled")
    • If the Asset was replaced (rather than fixed) you can set the previous Asset status to Not Active, copy the Asset to a new Asset record and use this newly created record to represent the current Asset (with its current manufacturer serial numbers, etc.).
  7. Perform the on-site visit, return the fixed equipment to the customer, and close the Ticket.

See Also