How to request a swap

Sometimes a device needs to be exchanged. Maybe it’s broken, outdated, or no longer fits the user’s needs. In these situations, the Swap feature helps you replace a device or service without interrupting ongoing work or losing track of your resources. Instead of manually coordinating every step, the swap flow guides you through the process and documents each action clearly.

The Swap feature is available as an add-on and only applies to active services. This ensures swaps are carried out cleanly and transparently, without affecting items that are not currently in use. As a result, you keep your lifecycle processes structured while users receive replacements quickly.

Activating the Swap Service: Selecting the Replace Service option

To begin a swap, open the service you want to replace and select "Replace Service". This opens the swap window where you can enter all necessary details – such as delivery address, reason for swap, or additional notes if required. (This option only appears if the Swap add-on is enabled for your tenant.)

From here, you simply follow the prompt, review your information, and proceed with the replacement.

After requesting the replacement, a new window shows up within the service.

The request itself will go straight to the approvals where it needs to be approved/ordered. From there your provider will take care of the ongoing swap process.