Hi Michael, 

Answering your questions, 

1. The assets stay in the trash folder for an indefinite time period. We do not delete your data unless it has been manually done on your side. 

2. Yes, you’re right. Retired assets need not be in the deleted state however, that is the only way to manage it for now. I will have this forwarded to the product team and get back to you with an update. 

Thanks for using Freshservice! 

Hi Kevin,

I have followed up on this with our Product Team on this and I am expecting to hear from them soon. I shall give you an update once I hear from them.

Regards,

Gautham

Hi Michael and Darren,

We agree that ideally retired assets should not be counted as managed devices and we should let those assets consume an asset license.

However, that is not the current behaviour and we need to change the way we charge for devices.

I have a couple of workarounds for you, not sure if they are clean, but they will do the trick for the time being:

1. Export the retired assets, delete them permanently from Freshservice and import them through a CSV file so that they are not charged.
2. You could delete them (temporarily) and keep them the Trash queue.

I shall have this raised as an enhancement request and communicate this to our Product team.

Regards,

Gautham

@gautham.prasad_old Where’s the enhancement request sit for this (Or a link to it)? Found this because we are running into the ‘old assets’ taking up license space as well.

Hello, same scenario as well. retired assets are still counted in the license count. ​​​​​​​Do we have updates on this?

HI Gautham, another problem on deleting the assets is it will disassociated from previous tickets, and needs to manually associate again. what if the asset has a lot of ticket in the past, we need to browse and associate asset one by one.  

I just discovered this same issue myself. I started getting the “asset limit reached” issue yesterday and noticed the system automatically disabling and trashing any asset that the agent was being installed on. I checked the Discovery section and found I was only at 459/600 assets being scanned by the agent which confused me. A chat to support made me realise that I had a bunch of retired/on-sold assets still using licenses despite no longer being scanned at all. I was also told that the only way around this issue is to permanently delete those assets and import them again if I still want them in the inventory as a record.

I find it a bit ridiculous that this issue appears to have been around for a number of years now. Surely a feature can be added to permanently exclude an asset from being scanned by the agent or probe so that it no longer needs to count towards your asset limit AND you don’t need to do some silly workaround like deleting and importing assets again.

It’s standard practice for many businesses to have an asset replacement cycle where you’re constantly replacing old assets with new ones. I don’t think it’s unreasonable to want to keep a record of those old assets in your inventory either. As the previous response states, many assets have associations with tickets which means you’d want to keep them in the system.

Can you please provide an update on where this sits in the roadmap of possible feature updates?

Upon discovering the "asset limit reached" issue, I noticed that the system was automatically disabling and trashing any asset that the agent was being installed on. However, I was confused to find that I was only at 459/600 assets being scanned by the agent despite this. After speaking with support, I discovered that retired/on-sold assets were still using licenses despite no longer being scanned. The only solution provided was to permanently delete those assets and import them again if I still wanted them in the inventory as a record.

I believe that this issue has been present for a number of years now and it would be beneficial to have a feature added to permanently exclude an asset from being scanned by the agent or probe, so that it no longer needs to count towards the asset limit, without having to resort to a workaround like deleting and re-importing assets.

Many businesses have an asset replacement cycle where old assets are constantly being replaced with new ones. It's not unreasonable to want to keep a record of those old assets in the inventory, especially since many assets have associations with tickets that should be kept in the system. Can you provide an update on where this feature update sits in the roadmap?

Exactly. Seems like an oversight to ask us to delete assets to stay withint our counts knowing that their history in tickes gets wiped.

The issue was brought up 3 years ago and we are still waiting.