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Add "attach CI" to automation actions

Related products:Freshservice
  • November 19, 2014
  • 7 replies
  • 19 views
B
Contributor

Currently there is no option to automatically attach a CI to a ticket when it comes in. In some cases, especially with Software CI's, this is very helpful to just have it automatically attached. 

7 replies

A
Contributor
  • astout
  • Contributor
  • November 20, 2014

I agree with this and would like to add that if we could automatically attach a CI based on the requestor.  (i.e. automatically attach the computer CI that is attached to the requestor).  Perhaps if there was a way to create a Dispatch'r rule to accomplish this it would be flexible enough for everyone?

M
Contributor
  • michaelr
  • Contributor
  • December 15, 2014

I agree and would also love for it to work the way Andy described - it would seem to me that the whole point of configuring a CI for each user, is that the ticket would automatically "pick up" the machine in question when said user creates a ticket.

Is this maybe something that is planned but just hasn't been implemented yet? Would love to know if its on the roadmap.

S
Contributor
  • sfender
  • Contributor
  • March 20, 2015

 This would be a huge win if we could get this done. Especially if you integrate your remote support tool to freshservice

J
Contributor

Is there any update on this?

L
Contributor
  • lcaloh
  • Contributor
  • August 30, 2017

I was just scouring the Solutions to see if this was a feature of the tool. It makes perfect sense. If the asset can't be automatically associated with a ticket, at the very least I'd like to see either a Supervisor rule that can look for a Group (i.e., Hardware) and assign the hardware type (desktop or laptop) asset that matches the requester; OR the ability to create a Scenario Automation that an agent can use to easily assign the associated hardware. 

M
Contributor

We have asset based automations on our prioritised backlog. Apart from the automation to attach an asset to a ticket, are there any other situations where an asset based automation might help?


For example, changing the ticket/change 'Priority' based on the 'Impact' of the asset. Or notifying the user managing an asset if some criteria is satisfied.


Looking forward to your inputs. 

D
Community Debut

This would be helpful as we would like to attach assets to the ticket. Specifically for when a user requests access to an application.

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