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Question

Loaner Service - does not work

  • 19 August 2021
  • 3 replies
  • 150 views
J
Rank

Hi All,

We’re new customers to Fresh Service and was quite happy to see they had a built in request for loaner items.

That as gone away. Trying to get support to explain how the loaner service works and get any real assistance is quite futile.

We added our loaned items to the system. Set them to in use, assigned a user and a assigned on date.

When a new loaner request comes through, it always auto assigns a device that is already on loan, NEVER auto assigns a device that is available.

Has anyone else had the same issue and how did you overcome this?

3 replies

eman
Rank

you can change it by press associate asset and change the chosen asset with another one

Adhitya Ganesh
Rank
Userlevel 3
Badge +2

Hello ,

 

Greetings from Freshservice!

 

So , in regards to your ask , we see that you are assigning two loaner items and also two separate service items. We believe that the issue that you are facing here is when a ticket is raised for the loaner item , the first laptop gets assigned . Again , when another ticket is raised for the loaner item , again the first laptop is getting assigned .So , can you please check if the start and end date are the same for both these tickets ? If the dates are the same for both these tickets , then the laptops get assigned in order. Else, the first laptop gets assigned everytime , a new ticket is raised.

 

To give an example , consider two laptops A and B marked as loaner items. Let us also consider a time window of 1 hour. A ticket is raised to request for a laptop within the specified time window. Laptop A is assigned to the user. If another ticket is raised within the same time window for another laptop , then Laptop B is assigned to the user. In any other case , where a ticket is raised for a laptop and the time window in which the request is raised does not come in the specified time window , then Laptop A is assigned to the user and not Laptop B.

 

Now consider a scenario where we have two laptops and two users A , B and let us also assume a time window of 1 hour starting at 12 : 00 PM and ending at 1 : 00 PM. Now, if a user requests for laptop A at 12 : 05 PM , this laptop gets assigned to user A and if another user requests for a laptop anytime before 1: 00 PM, then a new laptop gets assigned to user B . Else, the first laptop gets assigned to user B.

 

Thanks,

G.Adhitya,

Team Freshservice

raymondcanilao
Rank
Userlevel 4
Badge +8

Hello ,

 

Greetings from Freshservice!

 

So , in regards to your ask , we see that you are assigning two loaner items and also two separate service items. We believe that the issue that you are facing here is when a ticket is raised for the loaner item , the first laptop gets assigned . Again , when another ticket is raised for the loaner item , again the first laptop is getting assigned .So , can you please check if the start and end date are the same for both these tickets ? If the dates are the same for both these tickets , then the laptops get assigned in order. Else, the first laptop gets assigned everytime , a new ticket is raised.

 

To give an example , consider two laptops A and B marked as loaner items. Let us also consider a time window of 1 hour. A ticket is raised to request for a laptop within the specified time window. Laptop A is assigned to the user. If another ticket is raised within the same time window for another laptop , then Laptop B is assigned to the user. In any other case , where a ticket is raised for a laptop and the time window in which the request is raised does not come in the specified time window , then Laptop A is assigned to the user and not Laptop B.

 

Now consider a scenario where we have two laptops and two users A , B and let us also assume a time window of 1 hour starting at 12 : 00 PM and ending at 1 : 00 PM. Now, if a user requests for laptop A at 12 : 05 PM , this laptop gets assigned to user A and if another user requests for a laptop anytime before 1: 00 PM, then a new laptop gets assigned to user B . Else, the first laptop gets assigned to user B.

 

Thanks,

G.Adhitya,

Team Freshservice

simply as this,  if laptop a is available based on the selected date and time, laptop A, by default is the first option as loaner. i suggest when requestor is loaning a laptop/desktop, minimum is 1 day so that you can easily manage requests.

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