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  • 199 Topics
  • 541 Replies
199 Topics
K
Contributor
kevin.hansonContributor
posted in Assets
Service requests submitted for someone else not showing as open or pending

Hello,I'd like to report an issue with tickets created as service requests not displaying when viewing a requester profile. To reproduce the issue complete the following steps.A service request is submitted as a technician or requester and the box "Request for someone else" is selected and a requester is input.The ticket is created as a service request.Navigate to the Requester profile where associated pending or open tickets and assets may be viewed.The issue: The ticket does not show up under the open or pending tickets regardless of status for either the individual submitting the request nor the individual who the request was submitted for.Troubleshooting steps I've attempted without resolutionSubmit the service request as a non-admin technician. The same issue is reproduced.Submit the service request as a standard requester using the assume identity feature. The same issue is reproduced.Convert the ticket from a service request to an incident. No change occurs.Change the ticket thr

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Community Debut
5 years ago
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Contributor
astedfastContributor
posted in Assets
Asset import fails

I was able to do an import of my full list of assets one time, but it defaulted them all to the same CI Type.  I then split them up into separate CSV files according to type (which was tedious), but the imports now have 100% failure.  There is no reason given, so how can I go about fixing the problem?

2434
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Contributor
5 years ago
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Contributor
knauthrContributor
posted in Assets
Managing replacement parts and other consumable assets

I am looking for a way to keep track of commonly used replacement parts, like projector bulbs, hard drives and other consumable items. I thought Freshservice would allow us to keep track of quantities and usage, by linking the items to permanent assets.  For example: A requester submits a ticket because their laptop is not holding a charge --> a technician determines the battery has failed --> the technician issues a replacement and documents it in the ticket/on the asset that 1 battery was used. At that point, if we had 5 batteries in stock, the system would automatically adjust the in stock quantity to 4. Any suggestions you might have would be greatly appreciated! Thanks so much!

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Contributor
5 years ago
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Apprentice
alan.rodgersApprentice
posted in Assets
How many assets do I have left?

Can I see how many assets I have left?I am adding software to the CMDB and users are being allocated as assets using the CI. Due to the FreshService plan we are using our asset count is limited, so I need to make a judgement call on how far I can go with keeping track of how many computers/laptops are in the CMDB, what software is on them. Also, does software count against asset availability according to which plan we're using?

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Community Debut
5 years ago
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Apprentice
michal.jungApprentice
posted in Assets
Cant update Asset over API - 422 Error Unprocessable Entity

Hey, so I've been trying to change some fields over your API, but it seems no matter what I send as a body I always get '422 Error: Unprocessable Entity'. Other API calls seems to work fine (at least these that I've tested). Any way to work this out? Or am I doing something wrong? I've been doing this according to https://api.freshservice.com/#update_asset Please help :(I'm using Basic Auth (using admin token - blurred on screenshots) - is there a chance that this token is good for viewing assets but not for modifying them? Or I'd get some other response like 401: Unauthorised?)Im attaching screenshots from created requests in Postman (GET that works and PUT that should update asset but doesn't). I'll provide cURL command if needed.

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Contributor
6 years ago
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Contributor
ttubbsContributor
posted in Assets
Display Year on Warranty Expiry Date for Assets

When reviewing the warranty expiration date on an asset, the year is not displayed.Please display the Year to this date field.

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Community Debut
6 years ago
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Apprentice
martin.martenssonApprentice
posted in Assets
Automatic Reports

I have found a threat where I can schedule reports for Assets & Changes, although I would like to get reports for Tickets. Is that possible?Every month I would like a "Helpdesk Overview" per month, and also a "Customer Overview" per customer every month.Please advise on how I can achieve this.Thank you

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Apprentice
6 years ago
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Apprentice
david.suttonApprentice
posted in Assets
Automated Service Request When a Return date of an Asset is met

Is there a way to automate a service request when a return date of an asset is met?  we deal with temporary assets frequently and are looking to streamline the assert recovery process.  when a return date of a specific asset is met we would like to automate a revoke request to begin the recovery processAny assistance would be greatly appreciated

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Apprentice
6 years ago
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Apprentice
wsalloumApprentice
posted in Assets
Create a ticket with an asset by API

Hi,I am trying to use API to create a ticket, it is working fine without assets, but when I add an asset, it gives me an error message "We're sorry, but something went wrong. We've been notified about this issue and we 'll take a look at it shortly". The request :{ "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2, "source":2,"ticket_type":"Incident", "assoc_asset_id":12, }, "cc_emails":"superman@marvel.com,avengers@marvel.com" } (I already have an asset with ID=12 ) Can you advise? Best, Waseem

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Community Debut
6 years ago
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Apprentice
jorge_16106Apprentice
posted in Assets
Used by field on Assets module not saving

Hello, We are trying freshservice but whenever we add/edit an asset and try to assign someone on the "Used by" field is never saved. Is there anything we need to do in order to save this field? Reference article: https://support.freshservice.com/support/solutions/articles/164415-assigning-assets-to-different-users-and-departments

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Contributor
6 years ago
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Apprentice
administrator_14191Apprentice
posted in Assets
Computer CI properties clear when CI type is changed to a sub-CI type

Not sure if this also falls under a new feature, but I would classify it more as a problem report. Here's a description of my problem: I'm adding new computer assets (desktops specifically in this case) into the CMDB using the FreshService discovery agent. Some computers are either a little older or custom-built machines, so when they are imported, a particular product isn't listed (i.e. make/model) and the CI type selected is Computer. Computer properties and specs are imported correctly and the fields in the Computer section are filled out. So far, so good.. I want to go ahead and associate the asset with a specific product, so I go and create the product and give it a specific CI type of Desktop. I go back to the asset and assign it to the product. This all works great. However, I'd also like to update the CI type of the asset from Computer to Desktop, to be a little more specific. Assigning this asset to a product of the Desktop type, didn't update it for the asset. My real iss

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Contributor
6 years ago
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Apprentice
paul.turnerApprentice
posted in Assets
Automated tickets when assets free disk space drops below 10%

Hi With Fresh Service Agent installed is it possible for an automated ticket to be created when an assets free disk space falls below 10%? Thanks  Paul

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Apprentice
6 years ago
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Apprentice
victor.salgadoApprentice
posted in Assets
Bringning back deleted assets

Hi. I have a similar situation to this discussion. So, I understand that for the agent to recreate the asset it is necessary to permanently delete it. It is not enough to send it to the trash. My question is ...... how a can permanently delete the assets?, I cant see the trash location.

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Contributor
6 years ago
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Top Contributor
phodgkinsonTop Contributor
posted in Assets
Asset Report Bugs

Unable to get any help from Freshservice on this, maybe the community can help. I create a custom report for Assets to filter by Company (running in MSP mode). Realize some things are incorrect so I need to update them. Save and Regenerate report again and the chart still shows old data but the tabular data is accurate. A chat support person tried to tell me custom report data only gets updated every 4 hours and yet my tabular data is up to date to the minute. Makes no sense. Is there any way to clear out cache or similar to get chart to update? Report exhibits same incorrect data when exported to PDF as well. Unfortunately no way to hide the chart completely. Also, in order to make my report actually usable I need fields like Serial Number, Warranty Start/End date but can't figure out how to add them to the report. Has anyone figured this out? The "add column" drop down says you can add up to 30 columns but it only provides a total of 17 columns to add, how do we add the others? If

211
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Community Debut
7 years ago
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Contributor
john.fernandezContributor
posted in Assets
Number being changed in custom number field on assets

I spent a bit of time entering SIM ID information on our managed hotspots which we track in with FS Asset Management.  This morning I checked out one of the quick reports I setup and I noticed that every single number in this field, for each device was changed to this seemingly random number. This is 100% reproducible in our database.  Add a number field to an asset and enter a SIM length number, for instance 89148000003477777742 upon updating/saving will be changed to 9223372036854775807.  It happened on all ~40 records. How should I proceed? Thank you

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Community Debut
7 years ago
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Apprentice
tanja.vantuynApprentice
posted in Assets
Asset management

I'm new to FreshService and I have a fwe questions about Asset Management: 1. Is it posible to change to change the fields that are shown in the Assets View?     Now only the "standard" fields are visible. 2. Is it possible to add an external firm as "Managed by" in an asset?     We have hardware that is managed by external firms, so it would be interesting that     we could save this inormation with the asset. Now only an agent name can be chosen. Thanks, Tanja

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Community Debut
7 years ago
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Contributor
charlie.hawardContributor
posted in Assets
Using Discovery Probe at Multiple Sites

We support multiple customers each with multiple sites. We are looking into using the Discovery probe to gain information about the assets for each, but it seems like I can only put one IP address range in.Is there a way to use the probe across multiple ranges?Thanks

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Community Debut
7 years ago
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Apprentice
wsalloumApprentice
posted in Assets
How can I get a list of assets for a specific asset type?

Hi All, I want to get a list of assets for a specific asset type, I have tried the following but it seems it doesn't work, can u advise?https:// mydomain.freshservice.com/cmdb/items.json?ci_type_id=1 Thanks

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Apprentice
7 years ago
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Apprentice
robert_14654Apprentice
posted in Assets
sorting on the assets screen

when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name

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Community Debut
8 years ago
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Apprentice
mike.celoneApprentice
posted in Assets
Question about Managed Assets

We are looking into FreshService for helpdesk and also asset management.  If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them.  The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis.  I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.

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Contributor
8 years ago
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Contributor
bedelmayerContributor
posted in Assets
Anyone using the CMDB for large numbers of assets?

My question is very straightforward: I'd like to know if anyone's using the FS CMDB to manage assets. If so, in any significant number of assets?I need about 2500 assets. That's $600/month or $7200/year.For less than $7200, I could buy a nice unlimited user license of a dedicated inventory tracking system like WASP Barcode Management. Ongoing service and licensing is a few hundred a year; under $500.So, given that information, is anyone using FreshService's CMDB to track assets, and what was the value add for you?Thanks much!

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Contributor
8 years ago
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Contributor
scott.hardwickContributor
posted in Assets
API and Assets

Has anyone been able to utilize the API to update the asset tag, warranty, acquisition date, warranty expiry date, and cost of computer CIs?If so, can you please share how you formatted the request?I have put in a ticket to support last week but they are apparently still investigating.Thanks!Scott

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govind.sudarsan
Contributor
8 years ago
A
Apprentice
a.corneoApprentice
posted in Assets
Issue with Probe and its agents

Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?

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Apprentice
8 years ago
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Contributor
jstlaurentContributor
posted in Assets
Barcode Scanner added in the iOS app to help scan assets.

This feature does not appear to be available in the new version. I checked and there are no updates for the Frreshservice app. The store shows the app as version 1.0.3 and with an updated date of Feb 17,2015. I am using an iPhone 5c.

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Contributor
9 years ago

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