Think about this. You have a user community of 40 - 60 users. They operate around 1400 devices 24/7 through a software. What happens every time a devices is down? We ask them to put in a ticket. How do they do that currently? Drill through the dropdown menus. Final result? Unable to track asset incidents. Freshservice is good, but we are encountering the same issue. Users cannot enter tickets on devices. I added a multi dropdown that pulls the data from the assets data set, however it doesn’t associate the selected asset with the ticket. Ok, tried multiple scenarios, workflows, business rules, apps, orchestration, not sure why the last one, but gave it a try anyways. Ended up in the developer website, getting a postman request with the ticket information, my custom field is there with the asset id of the selected asset. Everything matches up until I have to update the ticket to add the asset. So, I can’t filter or search the asset by id, has to be by display_id, name or tag. So, before I copy all the assets to a database daily and search through that database to get the display_id, I thought that it would be easier to ask if the asset can be searched by id? Assets can be associated to tickets using custom fields? Or, some feature can be developed to do this? I want to believe that there is a simpler way for this, but I just haven’t understood the way assets can be associated to incidents, or our business logic is unique. If you have some way to do this, please let me know, hopefully before our trial expires.
Thanks
