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  • 204 Posts
  • 548 Replies
204 Posts
PatrickMurphy
Skilled Expert
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

98219
eeha0120
Skilled Expert
3 months ago
TOBYBENNETT2
Community Debut
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 

524
eeha0120
Skilled Expert
3 months ago
Steffi Xavier
Community Debut
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?

300
Steffi Xavier
Community Debut
3 months ago
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Community Debut
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?

241
G
Community Debut
3 months ago
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Apprentice
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.

151
zachary.king
Skilled Expert
4 months ago
Hoveys
Contributor
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!

1032
Hoveys
Contributor
4 months ago
K
Apprentice
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. 

3244
K
Contributor
4 months ago
B
Apprentice
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.

2506
Henry4u
4 months ago
J
Top Contributor
JonOTop Contributor
asked in Assets
Automatically associate assets to incidents

Hello FreshService Bods!  Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ???  I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

14539
jasrasr
Apprentice
4 months ago
M
Skilled Expert
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.

106717
Simon from Pymble
Contributor
4 months ago
M
Contributor
MBCContributor
asked in Assets
Reporting of assets, software & relationships

I was trying to create some reporting around assets and software and relationships between them and found that I wasn’t able to create any reporting to show the relationships between assets or between assets and software. Does anyone have any recommendations on how to do this? The only way I can see to view these is on a one-off basis. We’d like to have a view of our whole environment, and ideally it’d be great to have a report we can export to see what’s set up and how.

572
Shafeer
Community Debut
5 months ago
cyeslyn
Apprentice
cyeslynApprentice
asked in Assets
Removing a location label under asset management

Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide. 

1542
zmyzone5
Community Debut
5 months ago
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Skilled Expert
bhotaSkilled Expert
asked in Assets
Reassign employee assets to reporting manager when employee is disabled

I have a requirement to reassign hardware assets of an employee to its reporting manager when the employee is disabled manually or through any process. How can I achieve this functionality?How to detect the event of an employee disabling?

421
E
Skilled Expert
5 months ago
B
Community Debut
BB2000Community Debut
asked in Assets
Intune Integration vs Discovery Agent - pros and cons?

Greetings,  we are setting up fresh service for issue, request and asset management. I’ve read about the different asset discovery options, but still don’t fully understand what the advantages vs disadvantages are with using the intune integration vs Discovery Agent. One clear one is that with the intune integration we will be able to track and get info about our mobile devices as well - not only PCs and Macs. Those of you with some experience using Fresh Service and Asset Management, what do you use, and what do you see as the pros and cons with the two options?  Thanks, BB2000 

1871
E
Skilled Expert
5 months ago
C
Skilled Expert
CJ WoodsSkilled Expert
asked in Assets
Adobe Acrobat Software Asset

I wanted to see how other’s are managing their Adobe licenses. Adobe Acrobat shows up as a single detected version, but then adjust on the computer by what license the logged in user has.This causes issues for tracking the license in FreshService, as you can only have one license per contract assigned to a software asset. I’m perplexed why there are multiple options.How are other’s handling Adobe Acrobat licensing management?

521
N
Skilled Expert
5 months ago
A
ajvanderby
asked in Assets
Is it possible to automate the removal of unauthorized software from assets using workflows?

Is it possible to automate the removal of designated unauthorized software from assets that have the agent installed on it? I’ve been looking into workflows and I am curious to know if this is a possibility. My organization is working on implementing CIS IG1 and this is one of the controls we would really like to automate if possible.Thanks!

180
A
5 months ago
Reddy
Apprentice
ReddyApprentice
asked in Assets
How to create a dependent field in service item? Check box for access.

Candidate needs two fields, 1st is check box, after he clicks yes under checkbox (yes/no) options, 2nd field is automatically populated , that second field is email field. If he clicks NO, he will not see the email field.

2582
M
Community Debut
6 months ago
sohndesmars
Apprentice
sohndesmarsApprentice
asked in Assets
Taking Inventory with Freshservice

Hello, we are required to check our Inventory once a Year. Until now, that meant printing a checklist for each room and ticking off the boxes if an Asset is present.With the Freshservice Mobile App we have the very convenient option of scanning the Asset Tag (Barcode) which updates the “Last Audit Date” field. We would just make an Automation which sets the Asset State to missing when it hasn't been audited.But there is one problem with this plan: When the Discovery Probe or Agent update an Asset, it also changes the Last Audit Date. But just because an Asset is online, doesn't mean it's in the correct location. Can we prevent this, or are there any other solutions for this?

750
sohndesmars
Apprentice
6 months ago
Medic1334
Skilled Expert
Medic1334Skilled Expert
asked in Assets
Preventing duplicate ticket creation on workflow run

I have a workflow that will create a ticket when a deactivated user is the last login by on a device in our asset register. We are using three different tools to sync (Intune, Discovery Probe and Agent) devices in. Because these sync at different times daily, I could run into an issue where three tickets would be made each day (minimally). Is there a best way to prevent duplicate tickets from being opened? I’m trying to avoid creating a checkbox on the assets (and having a ticket workflow to uncheck it once the issue is resolved).Anyone ever come up with a way to run this only when there isnt an open ticket already without using a checkbox? 

231
Medic1334
Skilled Expert
6 months ago
D
Apprentice
d.itterApprentice
asked in Assets
Automatic Sending of Electronic Handover Form to Users

We would like to use Freshservice for our asset management. Currently, employees still need to sign a traditional handover form. We would like to automate this process by sending an electronic handover form to the user via email as soon as an asset is assigned to them. The special feature here is that we would like users to electronically sign this form (e.g., via DocuSign). Has anyone already had experience with this or a solution they could share with me? ThanksDirk

300
D
Apprentice
6 months ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
posted in Assets
Lets talk about Freshservice Assets and the Freshservice API

Greetings fellow Refresh Community members! I am here to initiate a conversation around Freshservice CMDB (Asset Management) and the Freshservice API. This is a real pain point for me and I am looking for some encouragement from others who belong to larger organizations who are leveraging asset management in Freshservice.What hurdles have you had to overcome and how did you do it?How have you been able to properly leverage the freshservice API to get full sets of asset data? I continuously hit limitations that make this module difficult to use in an Enterprise setting.What ideas does anyone have on how to improve this module?I am all ears and hope we can have an fruitful conversation that doesn’t just bash the product. I want to hear some success stories!!!Thanks and take care!

4422
Frans De Wet
Apprentice
6 months ago
T
Skilled Expert
tyler.brandtSkilled Expert
asked in Assets
Ability to hide 'child request' forms from the main catalog in portal v2

Does anyone know how to make the script from this thread work in portal v2?I was using it in v1 to hide a category of child items that no one needed to see, but it doesn’t appear to do anything in v2.Code for reference:<script>var cur_loc = window.location.pathname, req_loc = "/support/catalog/items";if (cur_loc == req_loc) { jQuery(document).ready(function() { jQuery("#categories").find("[data-id='5000223941']").hide(); }); }</script> 

1064
C
Contributor
6 months ago
Russell Ho-Aitken
Contributor
Russell Ho-AitkenContributor
asked in Assets
Best practice for asset discovery

Hi everyone,  We’ve been struggling to get the intune integration to work. JamF pretty much said they dont recognise that integration. So we’re stuck wondering how to actively monitor our network to look for devices, which should save time on the guys setting them up manually. What are the tools you use to first onboard your asset list, and then what actions or tools you use to keep them all up to date. Thank you in advance! Russell

5637
B
Community Debut
6 months ago
R
Apprentice
ReeVApprentice
asked in Assets
No last login date captured - Workaround

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 within 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?

460
R
Apprentice
6 months ago
Robbie_G
Apprentice
Robbie_GApprentice
asked in Assets
Do software assets regularly update installation count?

We are currently working on cleaning up our Software Asset Catalog, I’m noticing that in some of these entries underneath ‘Installations’ there will be machines listed that are no longer on our domain at all, or even active.  My  understanding is that the FS agent periodically reports back on the asset it is monitoring, including detailing the name of the software that is installed on that machine. If the software is uninstalled from the machine/asset, does the agent then update that in the software asset catalog, or does the entry from when the software was discovered just stay there? Does it drop off after a period of time?  For example, i have a version of a security software that has six machines under ‘Installations’. The installation date is from back in 2022 and those machines are no longer on our domain, do they need to be manually removed?  I’m new to Freshservice and Freshworks solutions and I greatly appreciate the help!

391
PatrickMurphy
Skilled Expert
7 months ago

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