I was testing the Agent install on 2 machines prior to implementing the GPO push of the Agents. When I was ready to deploy the Agent via GPO, I deleted the 2 machines from inventory, hoping they would check back in later.
For whatever reason the 2 machines now will not check in at all, even if I manually install the Agent on them. My guess is that there is some soft delete going on that prevents them from re-checking in, but I could be wrong.
Is there a way to un-delete, or force these machines to check back in?
I would like to mention few key points by which the discovery works. If you have Agent and Probe scans the same domain then we give an advantage to Agent and Probe wouldn't scan the asset.
Even if you delete the Asset still Agent & Probe would push the updates and would be captured in the deleted asset but however, you wouldn't be notified as the asset still in the trash.
If the asset is deleted forever then the Agent would wait for 7 days and then it will turn to in-active status. This is because updates would be first pushed to the Database on the local drive and only the updates would be passed to Freshservice(CMDB). In this case, since the asset is deleted the connection to Freshservice would be lost.
To have this fixed, you might need to un-install and re-install the Agent so that the asset would again be created in Freshservice.
Scanning software using Agent/ Probe will only help you track the software assets. Manual import of Software asset wouldn't override updates from Agent/Probe.
Hope this is helpful.
Here you can really delete it permanently or restore the item. It took me a long time to find this answer when I first started using FreshService as well.
Same problem. I deleted an asset and then tried to re-import. Got email that import worked successfully but the asset never shows up.
We have added some new software as assets, after the first pass with the agent. It doesn't appear that subsequent updates from the agent recognize the software should now be its own asset. The only thing I can think to do is delete all the assets and add them back but I need for it to work or I need a way to pick up these new software assets.
This appears to be a critical issue with the Asset Management. At no point in the process of deleting an asset is the user notified that the delete is permanent and will result in a failure to register assets in the future via the Agent or Probe.
In our case we found that the probe did not provide as much detail as the agent so we deleted all assets imported with the probe with the intention of using group policy to install the agent on all networked computers. After installing the agent we found that any asset that was previously discovered with the probe and deleted will no longer register with FreshService. We either need a way to forget devices that have been previously deleted, restore these devices so synchronization will continue to work or force a new registration. Otherwise Asset Management provides no value as we have no way to reconcile our corporate assets to FreshService. If this issue can't be resolved we'll be forced to abandon FreshService in preference of Spiceworks.
Where is the recycle bin?
when I delete an item and reimport it updates the deleted item and I need it to come back or be completely gone.
Please send the logs to email@example.com and the default log location is C:\Program Files (x86)\Freshdesk\Freshservice Discovery Agent\logs
Same thing here. How can we bring back a asset that was deleted using "Delete this asset permanently"
Any chance you can expand on this? I also have an asset that was previously deleted that will not check back in after agent reinstall.
Thank you for sharing the logs and helping us resolve the issue.
As we mentioned, the asset was in deleted list.
Hope the ticket was resolved up to your satisfaction.
Feel free to write back for further support.
Thank you for reaching out.
Would you mind sharing the logs from one of the machine where the FS- Agent was installed?
The location is C:\Program Files (x86)\Freshdesk\Freshservice Discovery Agent\logs
Please send the logs to firstname.lastname@example.org, will look into the logs and get back to you.