Hello @JoeyJoeJoe, Great question! we have recently started using the freshservice agent to monitor some machines. We also re-image these machines on a regular basis. Going to follow this thread because I am also interested in what others are doing to handle this situation.

@afautley @Daniel Söderlund @msconfig87 - What are you guys doing in this case?

Hi all,

We re purpose laptops too.
The FreshService agent works on serial number, so if it finds a serial number in your database it will update it. 

in this case yes it will update the record already in the system due to the serial number… (as long as you put the discovery agent back on the re-imaged machine which you stated you do.) No need to delete the asset from the database. 

What we do though is remove all the software from the asset if it has been returned (either to be re-used or disposed). as you do not want those stats appearing on your software list. 

its quite simple flow, you event is based on your status (we do in stock and pending disposal) and then the action below. 
 

if the laptop from stock gets re-used without re-imaging then it will just put all the software back on. if it gets re-imaged then the new software will get put back on. either way your softwrae will update when the machine is turned back on. and for ones being retired and waiting to be disposed, these laptops of ours are wiped first so they will never report back in. and lets face it you don’t want “retired” laptops reporting back on software… 

Thank you @afautley for that detailed workflow, this really helps me think out the lifecycle of our devices in terms of monitoring them inside of freshservice!

I can confirm the above statement. The unique identifier for assets via Discovery Agent is the Serial Number field.

We even have a pre-import of devices ready to be staged with minimum data entered. They all get updated later via Discovery agent correctly as long as the serial number is present.

Also we use a custom PowerShell script to update all assets from VMware Workspace One UEM to FreshService via API and using the serial number as well as unique identifier. All those assets are getting updated correctly later.

However it happened a few times in the past (for whatever reason unknown to me) that there where some duplicated in FreshService. I have set up an alert via said PowerShell script to teams in case of this ever happens again.

Similar here except with integration to Intune it can cause issues with removing from FreshService during syncs since asset remains in Intune.

When laptop is returned from user I mark as In Stock or In Repair, then fixed then back In Stock.  Based on other suggestions from the community I’ve added the Workflow Automation for Assets on change of state to In Repair or In Stock, I run the remove associated software installations. This has cut down on the noise in software inventory as that device is removed.

This essentially keeps the asset in a CMDB (fresh service), to not lose track of it.  When it is rebuilt in Intune with fresh OS and fresh install of Fresh Service Agent as other said it lines up based on serial number.

All assets are always in Fresh Service and Intune for us.  

Only heartburn I have is keeping “in Stock” assets in Intune they tend to trigger failed compliance because they are assets that are on a shelf and have not checked in for a while. This just causes some extra pain during compliance audits and checks.  The “why do you have so many non-compliant devices” question.