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Assets

Using Freshservice

199 Topics
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199 Topics

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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 ?

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.

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.

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

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?

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?

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!

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.

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?

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?

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

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!

SHernandezCommunity Debut

asked in Assets

Recommendation for a Label Printer?

We’re going to begin utilizing FreshServices Asset Label Maker and our Service Desk Manager is looking around for a proper Label Printer that will work with Fresh Services Labels with little issue.Anyone have any specific recommendations?

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>

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

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?

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!

jglassmanContributor

asked in Assets

Purchase Order Fields Mapping to Asset Fields

Is it possible to have a custom purchase order field transfer over to the asset when adding to inventory? I am trying to set up a simple checkbox related to billing that I want added to the asset when it is created. I figure I need to create a custom asset field to map it to, but I don’t know what else I would need to do, assuming this functionality is possible.

ldougherContributor

asked in Assets

Purchase Order Status Question

So, there are 3 defaults for status for purchase orders - Open, Ordered, and Cancelled. Where in Freshservice can I edit these statuses like I can do for regular tickets? I’d like to add an additional status or two.

BWWBApprentice

posted in Assets

Allocating assets to a room

What is your process to allocate an asset to a generic space / hot desk?For the past few years we have been manually setting the “used by” field of an asset to be ‘system’ and adding a description to detail where the asset is in the real world. It’s a bit unreliable and prone to inconsistency / human error and sometimes hard to know where stuff is. I want to improve it.I’m currently thinking to:Create a new requester with the name of the generic space / hot desk Log a ticket for the appropriate allocate XYZ item under the name of the new requester Process the service request as we would normally Is there a better way?

KyleButlerApprentice

asked in Assets

Discovery Probe - Best practices

So I’d like to use the Probe to automatically update the usedBy field and keep track of all individuals that used the laptop , therefore I do not need to manually assign laptops in FreshService , instead it will read the user from AADIs it possible to use it in this way? If I do not have a server in the office , is there something else you recommend to do?Thanks in advance

martin.kaufmannApprentice

asked in Assets

Queries on asset type

We currently use the asset agent on our endpoints and servers and probe in the network to populate our inventory database. In the future, we are also planning to integrate MS Intune so that we can also have mobile devices in the database.Our inventory database is well filled, so we have a pretty good overview of our hardware and software.What I completely miss in Asset Management, however, are queries by asset type.For example, "Show me all notebooks that can be updated to Windows 11" or "List all software packages that are not compatible with Windows 11" or "Show me all software packages for which a security update exists".Is there such a feature - or is it planned? Regards, Martin

neilbApprentice

asked in Assets

Viewing Asset Data

I have been spending some time on the asset management part of FreshService as I would really like to use this as my asset database and service catalogue. Using the probe to scan and update asset data looks to be working well and I can see that pretty much all the info I would like on my assets is present. However, I’m struggling with getting a view of the data that is usable to me. Is there any way to get a view or a CSV export that would list all assets (or a filtered sub-set) and list all data associated with that asset? For example, list the make/model, hardware, OS, installed software + version, relationships, serial numbers, associated contracts, custom fields etc etc? I only seem able to get subsets of information and can’t get a whole view.How do you interact and view the asset data? Any tricks or functionality that I’m missing? I’d really like to start using the asset database as the source of truth for the environment but without a way to get the data into a useful view its p

riskybizApprentice

asked in Assets

Issue seeing Assets.

Within the past 2 weeks something seems to have changed with Freshservice’s inventory system? I am the only IT person in our group who can’t view our entire Inventory. Nothing has changed with my account in Azure or Freshservice.Example: I will set up a laptop with SmartDeploy or Jamf, install our management software's, wait, and then it goes into the void. The other four people I work with can see these assets in our inventory almost immediately. I’ve verified I’m scoped the same as those four. The only inventory items I can see are ones that are systematically marked as “Managed by Me”. I’ve checked all my filters, removed them, reset all, nothing works. If an asset is linked in a ticket by another, when I click on it the pop-up “you don’t have access!” appears in the top right corner of a new dashboard page...Has anyone else encountered this issue/found a solution? TLDR; the only assets that appear are ones my colleagues mark as managed by Me.

Darst-NSWVApprentice

asked in Assets

Last Used By field to populate Used by

I'm trying to get my asset management in order. Something my company as a whole could benefit from possibly as a workflow or some way to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain

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