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Assets

Using Freshservice

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Kamakshi VCommunity Manager

published in Assets

ITAM Session with UDay Grewal - Conversation Lounge and Pre-read

Hello Everyone! We’re thrilled by the overwhelming response to our upcoming event – Before the event, here are a few important details to keep in mind:Event Access: https://freshworks.zoom.us/webinar/register/WN_ND-gL0BxTQSnbF1MlerQUw (If you haven’t registered yet, please do so now. Once registered, you will receive an email with your unique Zoom link shortly.) Event Time: 10:30 a.m. EST / 9:00 p.m. IST Agenda: We’ll kick things off with a short keynote by Eric Smith, where he’ll share insights on our professional services followed by deep dive on ITAM by @UdayGrewal Q&A: We’ve dedicated time at the end of the session for a Q&A segment to address your questions.As a helpful pre-read, our product expert has also curated a glossary for you to refer to during the event. ITAM Glossary (Terms covered in the session)

CVerrierApprentice

posted in Assets

Assets and workspaces - a work in progress?

It feels like the relationship between assets and workspaces is only part implemented - with IT still treated as the favourite child.Assets can only be managed by IT Workspace users, but assets can be assigned to ALL workspaces - Why does IT have control over other departments assets? When assets are created and assigned to a business workspace - they still appear in the picklist on IT tickets assignments - why? Business Agents can’t create or even SEE assets created into their workspace - Why? Business Agents cannot associate an asset to a case (either on creation or edit), but there is an 'Assets' tab when viewing the ticket (with no link to add an asset) - why? IT agents CAN associate assets to tickets in the Business workspace - and they then appear for the Business Agent, but with no functionality - Why?I get that assets started life as a CI management system, with lots of toys for IT Teams, but other functions in an organisation have a valid use for Assets - Facilities being the

MDaviesSkilled Expert

posted in Assets

Deleted Associations to a Service Item Are Still Visible

I’m wondering if this is a bug or whether this is as expected.It looks as though if tickets are previously associated with an Asset but then the tickets are subsequently deleted, they remain visible in the Associations count on that Asset.Example:

FayejazApprentice

asked in Assets

Issues Trying to Import Assets

New to Freshservice, and we are attempting to import assets from our old ITSM. I’ve tried several times to import assets for a single asset type, at first I was getting a date error and fixed that, now the import fails with “You are not allowed to update the asset.” I’ve tried editing the csv, changing how assets are mapped, leaving out mapping some fields, and I can’t get past that error.

MichaelJMContributor

asked in Assets

Asset Updates via API

We have thin client computers in our environment utilizing a Linux-based operating system called iGel. Because these clients are not using Windows, it doesn’t seem like there is a way to install the Freshservice Probe on iGel. iGel has an api we can use to export certain things, but wondering if there is a way to import assets/asset data via API. Has anyone worked through a situation like this and how are you accomplishing this?

djb_83Skilled Expert

asked in Assets

Cellular (Mobile) Device Information including SIM, telephone number, IMEI

Is anyone aware if the Freshservice discovery agent pulls any cellular information from Windows clients from WMI? https://learn.microsoft.com/en-us/windows/client-management/mdm/devicestatus-csp#cellularidentities If not, Freshservice, this asset information would be very helpful to be included in the CMDB.

emilia.cvjApprentice

asked in Assets

Asset name in offboarding

HiWhen using the Reclaim assets in the Offboarding process the asset name contains only the Display Name, which in our case is the serial number of the asset. Is there any way to add another field like what product type it is?

ReeVApprentice

asked in Assets

Last login date

I’m wanting to build a scheduled workflow to update the asset state depending on how long it’s been since the asset was logged into. The last audit date and Updated date for us are usually whithin the same day, but it doesn’t tell us the last time the user signed into the machine. Freshservice discovery agent doesn’t capture this data from the machines. Anyone have a solution that works for them to get around this?

KqunKqparApprentice

asked in Assets

problem with the customs fields

the it created 2 customs fields in a field_header : { "asset_type_fields": [ { "field_header": "DigitalTwin", "fields": [ { "id": 21013902627, "created_at": "2024-10-15T15:38:41Z", "updated_at": "2024-10-15T16:25:21Z", "asset_type_id": 21002953778, "name": "managed_21002953778", "label": "managed", "required": false, "is_unique": false, "field_type": "checkbox", "data_type": "boolean", "default_field": false }, { "id": 21013902628, "created_at": "2024-10-15T16:29:07Z", "updated_at": "2024-10-15T16:29:07Z", "asset_type_id": 21002953778, "name": "unity_id_21002953778", "label": "unity_id",

MichaelOApprentice

asked in Assets

Asset Usage Type

Is there a way to add a Usage Type to an Asset [other than Permanent or Loaner]?

SolidCommunity Debut

asked in Assets

How are other companies using the Services module? We want to populate the services with the use of the probe and discovery agent so that changes are automatically updated; in addition to this they want the (on-call) rota to be incorporated somehow if possible as I got this message yesterday: “if the on call rota changes and you have several services covered by a team, are they expected to change it every week? would it also populate the services that are not covered by on-call? if it picked up a name from a field somewhere?” Be able to show information from the services pages to the requester, so if they select a service item in the catalogue and if there is corresponding service then it show information like hours of support, managed by team etc. somewhere on the service item.anyone doing this/is it possible? Thanks in advance :)

Jake.EmmApprentice

asked in Assets

Add options to the 'Edit Properties' Pane

Hi All, I am wondering if it is possible to add things to the Edit Properties pane on the side when working with assetsI have added the the things I want under ‘Asset Types & Fields’ -> ‘Hardware’ but I want to be able to add them to the bar on the side as opposed to editing the asset to get to the fields. I want to create a check box to state if the device is in a quarantine state. Many Thanks!

shs_tim.hobsonSkilled Expert

asked in Assets

Assets - Is there a way to filter a text field in assets?

In our Assets we have a text field called ROOM and we would like to know if it it’s possible to filter this field so it only shows the items / equipment in this room? This would also apply to any other text fields we have, such as Make and Model of devices. I have looked at trying to use dependant fields, but this doesn’t work as expected. For a start, when editing the items in the dependant fields, it does not sort them alphabetical - that’s another issue to sort out. Thanks

MaxJApprentice

asked in Assets

Asset restriction and groups, workspaces

Hi, As far as i understand it is not possible for groups to view services that are not managed by them. And if the role gives view-permission for assets, then it cannot be restricted to a specific asset type (in this case “Service”). Example:Consider some groups of agents, each of these groups are connected to and manages a service. None of the agents in the specified groups should have access to assets like hardware etc. All agents in the workspace “IT” should have access to all services so that they can view status or other information related to their own or other services. Am i correct in my assumption? Thank you!

EricRoelandSkilled Expert

asked in Assets

Import Asset relations

And again I need your help.Can I import relations between assets?I have a set of 500 assets. I need to relate 3 different assets to each of these 500 assets.This is not doable by hand per asset.Please advise!Thank you all for thinking with me.

PatrickMurphySkilled Expert

posted in Assets

Inventory Software

How do you utilize the Inventory Software system?We pull data from intune to get software sync.Playing with it today I found a few issues:When I retire an asset any software on that asset still shows in the software inventory. I’d like a way to remove all software associated to an asset. I’ve not found a way to do other than manually going through 500+ software listings, looking for the asset and removing it. I do see that when looking at an asset it will tell me all the software listed but no way to remove all software. Am I missing something or how have you accomplished this? How do you utilize the Discovered, In Review, Managed, Ignore, Restricted categories. Discovered - obviously new things that are scanned show here I review the discovered assets and if it is an OS (MS) Driver (Dell) Printer (any manufacturer) I move to ignore. If it is a licensed product or something managed by an MSP or the business like a saas application I move to Managed If it is software that I dont thin

TOBYBENNETT2Community Debut

asked in Assets

custom Labels to label print designer

hello fellow community of freshworks does anyone know how to add custom placeholder into the app label print designer i want to add the Aquisition date and the assigned date. thanks in advance

Steffi XavierCommunity Debut

asked in Assets

How to add new icons and images?

We are customizing the customer support portal. In that we need to add new images and icons. How to access the assets folder or how do we add the new assets?

gustavo.santanaCommunity Debut

posted in Assets

Is there a reason that the asset workflow automator does not capture Last Logged in user?

I wanted to create an alert whenever the Last Logged In field is updated by the Freshservice Agent. I noticed that this appears to not be possible right now*. Any ideas on how this can be worked around or maybe even resolved? Anything in the works to make more fields available to the workflow automator in the future? Any other limitations involving the workflow automator and their ability to access certain fields?

peterkuliApprentice

asked in Assets

Filters populaled while no rights?

I have created an Agent who has only one role and is member of one group. This role can only view an asset “in their member and observer groups”. When this Agent visits the Assets → Inventory page, the Agent indeed only sees assets which are managed by the group he is member of and can make no changes (so far so good).But the filters on the page (like Company, Location, Managed By) are populated with data of the whole Freshservice instance and I don't want this. Is there any way to avoid this.

HoveysContributor

posted in Assets

Easy way to associate Assets to a ticket - EASILY

I’m not sure if I just didn’t find this when searching, but the method I found from lots of other posts was the add in the display ID of the assets assigned to a user to the ‘assets’ part of the ticket. The problem came when I didn’t know how many assets they had and I didn't’ want to create 10 different dummy fields just to store the information. I was able to parse the data into different fields, but I wasn’t smart enough to figure out how to skip if the field was blank. Luckily I reached out and Rahmath helped me out very fast once he tested it. All you have to do is look up the assets for the user, parse that data, then add the whole “assets_object” field to the “assets” field of the ticket: I hope this helps someone else as well!

KieselApprentice

asked in Assets

how to delete an asset ?

We physically destroy some older Hardware and now want also remove the entries in Inventory.I looking for a delete button but cant find it. All I found is the TRASH folder but as we never delete anything this folder is empty.

maghedSkilled Expert

asked in Assets

Hiding specific Service Items from Service Catalog

Hi all,I have a need of hiding a few specific Service Items from the service catalog list view in the portal interface.Has anyone done this in the community and can share the script? The result I’m after is to be able to hide specific items from normal category views because they only need to be visible through a bundled item. Using Requester groups etc will not solve this as they will not be visible from the bundle when using this method.

raymondcanilaoSkilled Expert

asked in Assets

Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

Brian RApprentice

asked in Assets

Adding fields to asset

Does anyone know if we can add predefined fields in an asset? I would like to to add the location field to all of our servers so that we could use a dropdown to select the locations that we already have in our instance. When I try to select a dropdown field and add to all servers, it is asking me to add what I want in the list. I don’t want to have multiple list for locations. Thanks.

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