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Serial number and asset state information disappeared from Assets a month ago

JiriGrohmann
Skilled Expert
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Hello, Community,

I’m wondering if anyone else experienced the same with Dell systems and Assets in Freshservice. About a month ago I noticed that the serial numbers and asset state for most of the Dell systems in Freshservice assets disappeared. 

I promptly opened a support case with Freshservice support, provided them with several logs from FS Agent. I was told a week ago it’s been escalated to Level 2, however they haven’t yet acknowledged the issue exists. We are on Freshservice Estate Classic plan. Freshservice agent version 2.8.0 and I noticed a new version 2.9.0 was released around June 23rd.

Below screenshot illustrates what exactly I refer to. Serial number aka Service Tag is a unique device identifier when dealing with Dell Support. 

Has anyone else experienced something similar?

Thanks!

Jiri

 

Best answer by JiriGrohmann

This turned out to be a data loss of Freshservice assets. FS Support was able to provide us with a backup of lost asset data in a .csv file and I imported the data. This was related to their internal change from API v.1 to v.2. I’m happy this was sorted although the resolution took ~ 4 weeks.

If not already done I suggest you contact FS support. 

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    3 replies

    Fratze
    Community Debut
    • Fratze
    • Community Debut
    • 1 reply
    • August 27, 2021

    Yes we experiencing the same issue.

    JiriGrohmann
    Skilled Expert
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    • JiriGrohmann
    • Author
    • Skilled Expert
    • 8 replies
    • Answer
    • September 2, 2021

    This turned out to be a data loss of Freshservice assets. FS Support was able to provide us with a backup of lost asset data in a .csv file and I imported the data. This was related to their internal change from API v.1 to v.2. I’m happy this was sorted although the resolution took ~ 4 weeks.

    If not already done I suggest you contact FS support. 

    sanofar.allahpichai
    1 person likes this
    • sanofar.allahpichai
      sanofar.allahpichai
    rajagopal.baladhandayutham
    Community Manager
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    Hi Jiri,

    Yes, as you have mentioned this was due to a breakage in API v1 and we are sorry for any inconvenience this may have caused. 

    Thanks,

    Rajagopal

    Rajagopal || Freshworks Community
    sanofar.allahpichai
    JiriGrohmann
    2 people like this
    • sanofar.allahpichai
      sanofar.allahpichai
    • JiriGrohmann
      JiriGrohmann

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