Assets

Asset tag is a default field for all assets, but we want to mandate that field only for specific sub-types under hardware. Anyone find a way to do that? There are no business rule for forms option for assets.

Is anyone aware if the Freshservice discovery agent pulls any cellular information from Windows clients from WMI? https://learn.microsoft.com/en-us/windows/client-management/mdm/devicestatus-csp#cellularidentities If not, Freshservice, this asset information would be very helpful to be included in the CMDB.

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

I think I read that there’s a limit to the number of assets managed in FreshService and there is a cost to increase the limit, is that correct? if so, what’s the initial limit?

We have an issue with Chromium based browsers when agents add an asset to our inventory, under the Asset Type field, the drop down only shows 1 asset type. This is an issue in Chrome and Edge however in Firefox and Brave this is not an issue. We have tried inprivate and incognito settings in the 2 affected browsers and the issue remains. Hoping it’s not just us and others have the same issue too.

We have an Event Workflow in place that checks the “Last Audit Date” field on individual assets and then sends an automated e-mail alert if the Last Audit Date is greater than 30 days. This had been working, and in most cases still works, but we’re seeing some instances where the asset gets scanned by the Freshservice probe successfully, but then updates the Last Audit Date to a much older date. For example, there’s one today that successfully scanned, but then updated the Last Audit Date to 10/17/2024. Has anyone experienced this issue and is there a fix?

We have to route our POs through various levels of approvals (government, ugh!), and before Fresh, we would complete a PDF form that lists the items out like the “Item Details” portion on the Fresh PO form, and then we would insert URLs in the email with the PDF attached to forward it around to all the approvers. Is there a way to select multiple vendors on a single PO, and allow the orderer to add multiple URLs for as many items they are buying? Like, if they want one thing from Amazon, and 3 things from Dell, they could keep adding links for all the individual items they are ordering… Altedrnatively, is there a way to insert a clickable URL in the Item Details portion - in the description field, for instance?

In our Assets we have a text field called ROOM and we would like to know if it it’s possible to filter this field so it only shows the items / equipment in this room? This would also apply to any other text fields we have, such as Make and Model of devices. I have looked at trying to use dependant fields, but this doesn’t work as expected. For a start, when editing the items in the dependant fields, it does not sort them alphabetical - that’s another issue to sort out. Thanks

Okay, is it just me, or is the Discovery Probe application interface window not scalable? It is such a tiny window that doesn’t let me expand it and it makes it really a pain to navigate. I haven’t seen a way to do what I need to do in the service itself, so I’ve been stuck with “tiny app”. Thoughts?

In Devcie42 I have a very granular breakdown of Type > Physical Subtype. Looks like these fields are in Freshservice Asset Inventory now. How can I replicate my defined menu items so that not only are the OOB items accounted for, but mine are also? Type = Physical Physical Subtype = Firewall: Cisco Any ideas are helpful. Maybe Freshservice folks can shed some light on this.

This was not communicated when we bought into this product, but apparently there is a limit on how many lines you can add to a purchase order? Because of the way the PO Receiving process works, I have to expand multi item lines out into individuals instead of consolidating them or I won’t be able to then assign them individually once they are received. Which is an entirely different issue...why would I receive 5 print heads and then assign them all to the same printer. But I can’t even do that at this point because I have to expand out each line item to its individual assets and the PO line item limit is now 15?

I go to Assets / Inventory. I apply a filter on Asset Type = Hardware. I press the cog (Customize columns). I add a column and position it, and remove another column. I apply the change, the page refreshes and shows the new table structure and data. I change the Asset type in the filter. The column customizations are removed it the default table structure appears. I reset the filter so that Asset Type = Hardware. I still see the default table - my customized columns are gone! I would prefer the Customized Columns to remain, at least for the same filter.

Hi all, I’m currently trying to change the “To” date and time on a laptop we have delivered but that has been returned to us early. In the new UI we are unable to modify the “To” date and time. This is what the old UI looked like: Anyone else having this issue with the new UI?

Hi I found a bug in the inventory module. It seems that even if an agent does not have permission to manage agents they can still go to an agent profile from the inventory view. This does not look like intended behavior. See below: Give an agent inventory permission Make sure that the agent does not have the manage agents admin permission Go to inventory and filter by another agent that has an associated asset (used by) The returned assets have URLs pointing towards the agent in the Used By column Hovering the name (should give a preview i think) breaks the page, renders the menu on top of list Clicking on the name takes you to the profile of that agent

I have around 250 locations in Freshservice, if you include nesting. I have around 45000 assets, which cover all states from in use to retired and disposed. When we mark an asset as retired we do not change its locations (its still technically in that location). When we mark it disposed we also do no change it’s location, despite it no longer actually being there, its good to know where it was. Sometimes we may close an office, so how do I stop someone creating a new asset to a location that no longer exists? I can’t delete the location as we have assets associated. I can’t hide a location. It would be great to hear from some people in similar situations with multiple locations as to how do you manage the retirement of a location.

I have many locations that are incorrect and would like to make bulk corrections during import at runtime. Curious as to why we can’t export the locations? Seems rather fundamental. Any ideas? Also, consider if the Device42 locations are migrated into FS, then how are all the data elements going to be reconciled so it is normalized and actually useful. Right now what is in FS is elementary and not easy to work with when trying to compartmentalize by region and such.

Hi, freshservice service is stopping on all our laptops. The error: 2025-01-28 13:51:38,679 [8] DEBUG FSDiscovery.FSAgentUtil - GetUTCTime invoked2025-01-28 13:51:38,679 [8] DEBUG FSUtil.AgentConf - Inside Method :SetAgentConf2025-01-28 13:51:38,679 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,682 [8] DEBUG FSDiscovery.FSAgentUtil - serial num diff check2025-01-28 13:51:38,684 [8] DEBUG FSDiscovery.FSAgentUtil - GetDataToPost invoked2025-01-28 13:51:38,693 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,904 [8] ERROR FSDiscovery.ExceptionHandler - Authentication failed.2025-01-28 13:51:38,905 [8] DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service2025-01-28 13:51:38,905 [8] INFO FSUtil.ServiceUtil - Going to stop service2025-01-28 13:51:38,906 [6] DEBUG FSDiscovery.FSAgentService - onstop invoked Is the service up?

Does anyone in the cummunity use a Brother P-Touch network label printer with asset label tape? The benefit to printing labels this way is it can print almost any length we want and have created custom templates depending on asset types. The issue with the standard label printing out of Freshservice is it doesn’t recognize a label printer like ours. So i tried doing an export from the inventory list to a CSV file. Then, I map the fields in the CSV to parts of the label template. (See screenshot) It’s ok, but the process is a bit cumbersome and the export file is sent via email from Freshservice. Sometimes the email takes 15-20 minutes before it arrives. Would like to be able to print from Freshservice directly to our label printer with a template that looks like my screenshot if possible.

Hi Everyone, I was wondering how we manage software versions. For example, I created an SR linked to the software, but that software has multiple versions or keeps on updating. The goal is to have a list of all approved installations/users for each application, regardless of version. For example, I have TeamViewer with multiple versions; can these be combined? or to have a consolidated list of installed users/assets?

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

Is there a way to change the following categorizations Hardware > Computer > Laptops from editable for all 3 to just Laptops being the only editable option? Currently there are a plethora of Hardware and Computer entries that the agents or tools can edit/add details to. Having Hardware & Computer as read only makes a lot more sense. That way only data at the actual device level will be available for editing and the upper categorizations cannot be influenced directly. Looking into this so that NIST & CISv8 safeguards can be met and the inventory can be maintained more tightly.

I set Asset Status = Retired, clicked Delete Forever on the entire list so the transaction would be in bulk - had about 3000 records to delete. Then clicked Clear Trash. Worked correctly until about a week later the exact same devices that were deleted returned to the trash. I followed the same procedure and they have returned a 3rd time. Anybody understand why this is happening?

I have a large set of devices that had the Status changed from In Stock to In Use by Device42 back in December 2024. The workaround to prevent this from happening was to keep the Service Level in Device42 = QA. That way the workflow wouldn’t copy that information over to Freshservice. It worked for most of 2024, but last December, something on the Device42 side changed, and all devices in D42 regardless of the Service Level had their data copied over to Freshservice. This is problematic because freshservice doesn’t sync back to Device42, which is why we stopped the sync in the first place, and now we have many records that are have the incorrect Asset Status. Wondering if anybody has a method of recovering the Asset Status using the Activity Log for each device, but as a bulk report, not individual items. Moving forward we’ll be re-defining policy, process & procedure, but first I need to restore this data to the correct state

I recently started using Purchase Orders and I’m having an issue when adding the items to inventory. When I manually add items to Inventory it will pick up warranty info from whatever Vendor I select but it doesnt when adding to inventory from a PO. Like for instance if I manually add a monitor it will apply the 3 year warranty I have set on the Amazon vendor. When I add a monitor purchased from Amazon thru a purchase order the warranty info does not get entered. Is this how it is supposed to work?

Is it possible to have multiple software asset items associated with a single contract? E.g. we have one contract with Microsoft, one with Adobe, etc, and those include licenses for different software products. But the contract seems to only allow association with a single software item. Is there something I’m missing or is it essentially required to duplicate every contract for every software item it includes?