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tickets related to sustems that are under maintenance

  • April 27, 2024
  • 5 replies
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Can it be configured, that the employees would not be able to place the requests related to the systems that are currently under maintenance?

Best answer by zachary.king

Hello @Evgeny Vasilyev, can’t think of any built in functionality to limit the ability to associate assets that may have some form of “Under Maintenance” identifier. I like this idea, you should add it as a feature request here. There are a couple really unrealistic approaches to solve this, for example a custom application that filters asset results might be able to accomplish something like this, but there isn’t a way to make that available to requesters, just agents. You could use custom objects that list all your “Available” assets in a service request field and then have workflow associate the asset based on the returned record of a reader node but that requires a lot of upkeep to make sure its up to date. My last idea, and maybe more realistic, would be to create an “Under Maintenance” asset type and change the type of assets as they go under maintenance to this type. Doing this, it may deter requesters from selecting devices that are defined as under maintenance.

Just some thoughts, take care!

5 replies

eeha0120
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  • May 10, 2024

Hi.

Currently, Under Maintenance is not an Asset State.

Would you mind elaborating how are you currently specifying how are you setting that an Asset is Under Maintenance?

Or is this not related to Assets?

FreshService offers the Status Page to be published in order to let users / requesters which systems maybe offline, for any reason including maintenance in order to (in a perfect world) avoid users submitting incident reports or service requests for such systems that are not working (which should already be addressed by someone).

 

Regards,

Elvis Henriquez
zachary.king
alyssia.correa
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E
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Hi.

Currently, Under Maintenance is not an Asset State.

Would you mind elaborating how are you currently specifying how are you setting that an Asset is Under Maintenance?

Or is this not related to Assets?

FreshService offers the Status Page to be published in order to let users / requesters which systems maybe offline, for any reason including maintenance in order to (in a perfect world) avoid users submitting incident reports or service requests for such systems that are not working (which should already be addressed by someone).

 

Regards,

Hi! You’ve got the point. The idea was a bit wider: to restrict users from associating assets in some particular asset staes to a ticket.
One of the granular use cases is when an asset is associated with a change and the maintenance window, so that the users should not create tickets for the assets, that are currently going through a change.

Announcements and Status page are good only if a user reads this announcement and checks the status page, but most won’t do it.

zachary.king
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  • Answer
  • May 13, 2024

Hello @Evgeny Vasilyev, can’t think of any built in functionality to limit the ability to associate assets that may have some form of “Under Maintenance” identifier. I like this idea, you should add it as a feature request here. There are a couple really unrealistic approaches to solve this, for example a custom application that filters asset results might be able to accomplish something like this, but there isn’t a way to make that available to requesters, just agents. You could use custom objects that list all your “Available” assets in a service request field and then have workflow associate the asset based on the returned record of a reader node but that requires a lot of upkeep to make sure its up to date. My last idea, and maybe more realistic, would be to create an “Under Maintenance” asset type and change the type of assets as they go under maintenance to this type. Doing this, it may deter requesters from selecting devices that are defined as under maintenance.

Just some thoughts, take care!

- Zach / ITOps Supervisor - ITSM
eeha0120
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Skilled Expert
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Hi, @zachary.king !

I like your approach! Although the ways you suggested are not the as straightforward as I would like it to be, I didn’t think in these directions. 

The way I made up is to create a check box for the asset like “Under Maintenance”, automate selection of this check box in case the asset is associated with a change, and then, if the ticket is created for an asset with this check box selected, set a custom ticket status like “Improper asset - under maintenance” and hide all other states until this asset is associated with this ticket. Or to just delete the ticket and inform the requester. So, there still be a possibility to create such a ticket, but no ways to process it. Also not a realistic way, but still 😀

I’ve created an idea, so if you like it, your vote is appreciated 😉

zachary.king
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  • May 13, 2024

Hi, @zachary.king !

I like your approach! Although the ways you suggested are not the as straightforward as I would like it to be, I didn’t think in these directions. 

The way I made up is to create a check box for the asset like “Under Maintenance”, automate selection of this check box in case the asset is associated with a change, and then, if the ticket is created for an asset with this check box selected, set a custom ticket status like “Improper asset - under maintenance” and hide all other states until this asset is associated with this ticket. Or to just delete the ticket and inform the requester. So, there still be a possibility to create such a ticket, but no ways to process it. Also not a realistic way, but still 😀

I’ve created an idea, so if you like it, your vote is appreciated 😉

Glad I could offer some alternatives, but your workaround is pretty cool too! Vote submitted!

- Zach / ITOps Supervisor - ITSM
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