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Using Freshservice

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236 Posts
M
Apprentice
mariner01Apprentice
asked in Assets
FreshDesk Merging Assets

Is there a way to merge assets? I have 3 computers in my system that share the same tag number and UUID, but the agent created a separate entry for each device. I would rather not delete the duplicates, as that also removes all the relevant history to each iteration. My running theory is this happened because this device is custom built, and therefore doesn’t have a serial number to compare to. Thanks in advanced!

1821
Aishvarya
Community Debut
M
Apprentice
MikeyApprentice
asked in Assets
List Assets Assigned to a User.

Hi AllHas anyone been able to find a way of listing all of the assets that a user has assigned to them, and report that back into a ticket. 

18049
M
Skilled Expert
S
Apprentice
suporte_15724Apprentice
posted in Assets
Merge Computers after change Operational System

Hello,  When I format and reinstall my Operating System, and run the Agent, the System create a new Computer, duplicating the assets  Can I merge the assets?

2263
oye_dc
Community Debut
J
Contributor
jerry.leeContributor
posted in Assets
asset discovery agent for Mac not reporting

i have downloaded the install package for the asset discovery agent for Mac.   I followed the instructions to unpack the file and ran the .pkg installer.   It appears to run to completion but my laptop does not appear in the list of captured assets.Other Mac users in my organization have run the installer without issue.I'm on macOS 10.14.6

6107
D
Community Debut
manns
Skilled Expert
mannsFeatured Influencer
posted in Assets
XLAs - Forrester Research's view in late 2021

I just stumbled across this report and thought it might help others with employee experience insights:https://reprints2.forrester.com/#/assets/2/1957/RES176541/report

200
manns
Skilled Expert
Flow
Apprentice
FlowApprentice
asked in Assets
"Requested for" is not available for Service Requests

In servicedesk portal for logged in users (Requesters) “requested for” is not visible. If I log in with agent, I can nicely define “Requester” and also “Request for someone else”. We would like to enable everyone to open tickets on behalf of. What I am missing here?Requester /// Agent view:  In Support channels → Support portal “Allow logged in users for requesters when creating tickets or service requests” is enabled. In the Service Request items, settings seems to be also correct:  

7006
zachary.king
Skilled Expert
T
Apprentice
TJ6767676Apprentice
asked in Assets
Associate software with an incident ticket

Hi,I’m new to FreshService and I’m looking for a way to associate incident tickets with software so that I can use it for reporting. I know that I can associate any ticket with a ‘normal’ asset, but I can’t find a way to associate with software assets.Thanks in advance,Toby

2243
challsealed
Community Debut
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Assets
Import Purchase Orders

We would like to import Purchase Orders from our old system. Is this possible?

1863
T.Belevska
Community Debut
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Assets
Search a specific software

Hi,Is it possible to search per software?If for example I want to search BlueBeam software and list all computers having this software, I need to choose one computer that having it, click on this software and than get a list.Why I am not able to search a specific software from the software inventory page?Just curious. Maybe I am wrong or forgot something.Thank you so much

1124
M
Skilled Expert
TagMan
Apprentice
TagManApprentice
asked in Assets
Service Request Fulfilment Asset Company Filter

We are running Freshservice in MSP mode and are investigating the appropriateness of using Freshservice over other Asset Management platforms. As we would be looking at managing assets for a number of clients we were wanting to understand how we could have the list of In Stock assets pre-filter based on the company associated to the ticket?We are wanting to ensure that our agents don’t accidently select a device associated to the incorrect company. 

500
TagMan
Apprentice
B
Skilled Expert
bhotaSkilled Expert
asked in Assets
Email to be sent with assets for Offboarding Ticket

I have to send emails with the requestors assets to the Asset Management Group for Offboarding tickets.If the event is Ticket is Updated with condition that asset is not null, then the same email is sent everytime any ticket field is updated. If the event is Associated assets is added, then one email is sent for each associated assets.I want only 1 email to be sent. for all assets per ticket. What could be the possible event and condition?Note that during creation of Offboarding SR, there is no option to associate Assets. After creation they can be associated.

770
B
Skilled Expert
pproto
Apprentice
pprotoApprentice
asked in Assets
Asset not appearing in inventory despite agent installed and running

We have assets (both Windows and Mac) that are not appearing in inventory despite the agent being installed and running.  Anyone else see this behavior?   It’s only a select few, and they had the same agent installed as the ones that are working.  TIA

1580
pproto
Apprentice
C
Apprentice
carlosag0122Apprentice
asked in Assets
How can users assign assets to a ticket?

How  can users assign assets to a ticket?  For instance, let’s say a user manages 1000 cameras through a software. If the user wants to report a camera not working ( bad network connection), how would the user select the camera while avoiding to having to assign all assets to the users?

400
C
Apprentice
V
Apprentice
VurkApprentice
asked in Assets
Transition Asset States by using Service Requests

We want to remove front line IT Support from having Asset Management access.  We also want transactions for building assets.  The backend action would be for a Tech to open a Service Catalog item, associate an Asset and close the ticket upon completion of the task.The real world scenario is pulling a laptop off the shelf, build it for a user, deploy to user.The ideal result is for the asset to change from “In Stock” to “In Use” through some form of automation. Via FreshService Enterprise, how would you accomplish this through Automator, Orchestration, etc

1664
Daniel Söderlund
Skilled Expert
N
Skilled Expert
NezekiSkilled Expert
asked in Assets
Asset Tags/ Unique identifier for assets / Onboarding to Freshservice asset management

Hey all, My organisation is currently implementing Freshservice and are trying to import our assets. We’re in a bit of a bind at the moment because we want to use the Freshservice Agent (works great!), but we also need to import some asset data before we can add the agent to those computers. As it is now, it seems like the Asset Tag is the unique identifier for all assets - is this possible to change to serial number instead? I can’t find a setting anywhere that concerns this, and the last thing I want is doubles of all our assets (already happened once and it was a manual nightmare to remove 100+ assets).Thanks! Kind regards,Sarah

17898
F
Community Debut
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 ?

2293
zachary.king
Skilled Expert
badettecruise
Apprentice
badettecruiseApprentice
asked in Assets
Service Items Fields

HI Everyone!We require the following fields on almost every service item:Employee ID Location DepartmentIs there a way to like make them “default” fields so that their placeholder ID will be shared among all the service items?

4354
Daniel Söderlund
Skilled Expert
J
Skilled Expert
je.aagSkilled Expert
asked in Assets
Best Practice for setting up assets across multiple locations

I see there’s no way to have custom fields for Locations, so what’s the best practice for showing what systems are running at different locations.  E.g. 100 sites run SystemA, 50 sites run SystemB, 50 sites run SystemC.  We have 2000 users across all these sites.  So, if I build all 200 sites as locations, do I have to build 100 of the same exact software asset in the Inventory object and then assign all 100 to an individual site?  That feels extremely inefficient so I have to be missing something somewhere.  There has to be a way to build a single asset, assign it to multiple locations, and then assign users to those locations (Right??  Someone please say “yes!”).  

1240
J
Skilled Expert
J
Top Contributor
JCCTop Contributor
asked in Assets
Asset Management - Asset Tags

Morning All - Does anyone have experience of using the Asset Inventory? Specifically printing the Asset Tag. What label printer and labelsdo you recommend? Also is there a way that if I purchased pre-printed asset tag labels, that I could scan them to the assets in the system?Thank you

9242
R
Community Debut
D
Contributor
DMTJMONContributor
asked in Assets
Assets and OnBoarding

We just started and testing out the OnBoarding process and with the computer crunch that we are all fully aware of we are using more used laptops. I know the Kits are all based on the service catalog but it would be really nice if the manager could choose a asset that is in stock and in their department. ExampleManager is in the KitsSelects Used computer That then looks up In Stock computers for that managers department Then the manager selects the computer and it gets added

1732
D
Contributor
D
Apprentice
devinequijesuis
asked in Assets
Why support don't answer

It’s been a month we need more assets, because we don’t know why, suddenly we can add things or pay anymore, but nobody reply after 30 days to a critical tickets.Now we lose data because of them.WHY

402
rashmi.nag
Skilled Expert
alephtaph
Contributor
alephtaphContributor
asked in Assets
Igel thin client

Hi everyoneDid anyone manage to discover Igel thin clients to the Freshservice assets? If so, would you mind sharing how?Thank you.

751
rajagopal.baladhandayutham
Community Manager
Stormbreaker989
Apprentice
Stormbreaker989Apprentice
asked in Assets
Can I add additional custom approval fields?

Hello,Regarding Service Request Tickets:I was wondering if it would be able to add another field for entering data (Net Value, gross value, additional comments) for an approving department before routing to another department to input more information and approve. Backstory:I am creating a Service request to dispose of assets. After a requester submits the ticket, the ticket should route to the finance department to look at the request and put in more data (i.e. Net value of asset) and from there, after they approve the request, it should go to the facility department for final steps and final approval.

4091
Adhitya Ganesh
Community Debut
L
Contributor
lochy.wraggContributor
posted in Assets
Change Columns in Assets - Inventory

We currently have these list of columns:Can this be changed at all?

1134
S
Community Debut
R
Contributor
ryan.eavesContributor
posted in Assets
Used By field is pointless for CMDB

Has anybody else determined a workaround for the silly behavior of the Used By field in the CMDB? The Used By field gets updated to the last user to log into the device. So if you are using the CMDB to track what assets are assigned to which users, then your assets are going to move around if anybody else logs into the device. When you have a lot of assets, it essentially makes using the CMDB to track them pointless.I looked at creating another custom field to store who the device is assigned to, but the Used By field is more of a "first-class citizen" for other areas if the system, like reporting. And you can't have a custom field whose datatype is "requestor". Any ideas? I asked Fresh Service support and were pretty indifferent about that glaring oversight.

78711
bskdi333
Community Debut

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