This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

To view an earlier version, select the version from the Product version menu.

Replacing an asset by using Swap Asset

When an asset stops functioning in the field, you can replace the asset in the system by using the Swap Asset action on your mobile device. 


You can use a mobile device to relate broken assets with incidents, change requests, or other ticket types. You could also open the profiles for the broken and replacement assets and update the status, location, and relationships for each asset individually.

You can open the profile of a broken asset on a mobile device, choose Swap Asset from the menu, and then scan (or search for) the replacement asset. When the swap is complete, the broken asset is taken out of service (the status is set to Down). Depending on the options you select, the broken asset's people and group relationships, status, and location are also transferred to the replacement asset. A record of the swap is added to the Activity notes for each asset for tracking purposes.


The swap action updates people and group relationships, but does not update relationships with other assets. For example, the swap does not physically transfer software instances or reconcile CMDB data. For assets with installed software, you must follow the processes in your organization to remove the software from the broken asset and update any software CI relationships in BMC Helix CMDB.

Before you begin

  • Field agents performing swap actions must have sufficient access to assets and companies. For example, the field agent must have Asset User or Asset Admin permissions, must be a member of all support groups related to the assets, and must have access restrictions defined for all companies related to both assets (or unrestricted access). For more information, see Smart IT roles and permissions.
  • Make sure that asset profiles are already created for any replacement assets. You can only choose replacement assets from among existing assets in BMC Helix ITSM that are in the production dataset. For more information, see Creating and updating assets in Smart IT.
  • If you plan to identify the broken and replacement assets by scanning, each asset must have a QR code or barcode that is encoded with the value from an identifying field in the asset profile, such as the Serial Number or Tag Number. Your mobile device must also have a scanning app installed. For more information about creating QR codes and barcodes for assets, see Scanning assets in Smart IT using mobile devices.

Swap Asset options

After you identify the replacement asset (usually by scanning), you can select any of the following options:

Update Status

Sets the status of the replacement asset to the same status as the broken asset. For example, if the status of the broken asset is On Loan before the swap, then the status of the replacement asset changes to On Loan after the swap.

The swap always sets the status of the broken asset to Down, even if you do not select the Update Status option.

Copy People and Group Relationships

Copies owner and support group information from the broken asset to the replacement asset, and removes these relationships from the broken asset.

If the replacement asset already has a primary owner, this information is not overwritten. Instead, the primary owner of the broken asset is added to the replacement asset as a secondary owner.

Copying people relationship also depends on the access you have to other companies. You could either have restricted access to few companies or have unrestricted access to all the companies. If a user with restricted access swaps asset and selects the Copy people and group relationships option, then only those people relations are copied to which the user has access to companies. On the other hand, users with unrestricted access can copy relations to people and group associated to all companies. You may consider the following example:

  • Adam is an Asset Administrator, and has access to two companies: Petramco and BMC.
  • Allen is also an Asset Administrator with unrestricted access to all companies such as BMC, Petramco and Calbro Services.

There is an asset that belongs to Petramco which has relationship to people and groups belonging to all the 3 companies.

  • When Adam swaps another asset with this asset, and selects the Copy people and group relationships option, only people relationship with BMC and Petramco are copied, and people relations with Calbro Services are not copied.
  • When Allen swaps another asset with this asset, and selects the Copy people and group relationships option, people relationships with all 3 companies are copied.

Note that when this option is selected, all people relations are removed from old asset, and only relations based on Asset administrator's access are added to the new asset.

Copy Location

Copies site information from the broken asset to the replacement asset. Site information is preserved on the broken asset.

Note: If the broken asset and replacement asset belong to different companies, the Copy Location option is disabled.


If your organization uses a sandbox dataset, any asset information that is updated during the swap is reflected in the asset profile after reconciliation. 

Example: Replacing an asset in the field

Mary is a field agent working on a ticket for a broken projector in a conference room. She brings the replacement projector that the manufacturer sent to replace the broken projector, which was under warranty. An asset manager has already received the replacement projector.

  1. From her Apple iPhone, Mary logs on to Smart IT.
  2. She scans the barcode on the back of the broken projector to open the asset profile.
  3. Mary taps Swap Asset from the Action menu.
    The system prompts her to search for a replacement asset.
  4. She taps Scan codes to find assets, and then scans the barcode on the replacement projector.
  5. She selects all of the available options to copy the status, people and group relationships, and location from the broken projector to its replacement, and then she completes the asset swap.
    The asset profile for the replacement projector appears. 
  6. Mary refreshes the replacement asset profile to display any new Activity notes.
    There is a new Activity note that says this asset replaced the broken asset.
  7. From the link in the Activity note (or by pressing the Back button on her phone), Mary opens the profile for the broken asset, so she can access the ticket she is working on. 
    A link to the ticket appears under Related Items in the broken asset's profile. 


    Since Mary's organization uses a sandbox dataset and scheduled reconciliations, updates to the asset profiles (such as the status, people and group relationships, and site information) do not appear immediately. Updates will only show after reconciliation is completed.

  8. Mary then disconnects the broken projector and sets up the replacement.
  9. Finally, Mary updates the ticket to change the status to Completed

Was this page helpful? Yes No Submitting... Thank you