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Asset Management - users should not be able to associate assets in an 'inactive' state to tickets / relationships

Related products:Freshservice
  • March 20, 2025
  • 4 replies
  • 33 views

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Current we have wihin the Asset Management module all assets, regardless of status.


The issues that we face are the following:

  •  users can associate assets to changes or to tickets, regardless of their status. So we have for example change tickets for an asset that is already disposed.
  • users can associate new assets relationships with othe assets regarless of their status.


In the end there is a mix of actual assets with assets that are disposed, sold or in other inactive state.

For audit purposes we must have asset data available for several years available, athough many assets are in an ‘inactive’ status (such as ‘disposed’ for example). So we cannot use the ‘delete’ function for such assets. We need those to remain in the system and at the same time those should no longer be selected for associations, as explained in the 2 points above.

 

The idea is to make Assets in an inactive state no longer selectable for associations to other records. Older associations should remain.

It would be great to have the product team propose a solution for this issue.

4 replies

Medic1334
Top Contributor ⭐
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  • Top Contributor ⭐
  • January 14, 2026

Late reply but…

Why cant you use the Delete function? Delete merely moves items to the trash, and these items are not able to be associated to tickets in the future.  There is no “timeout” on the trash, so devices that are “deleted” must be permanently deleted manually (or via a scheduled API script).

Deletion does NOT remove them from the CMDB relationships (until permanently deleted).  The deletion concern could likely be mitigated via appropriate permissions on user roles as well.

 

Hope this helps :)


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  • Author
  • Active Contributor
  • January 20, 2026

Thanks Medic1334 for your answer.

Indeed we are considering the ‘Trash’ option for assets: as you mention, such assets can no longer be associates to tickets (good) and they still have the CMDB relationships  (this is from our perpective not OK that the CMDB shows ‘active’ Assets and Assets in ‘trash’ linked to another. So that would mean we need to automate the removal of CMDB relationships).

 

Also, this approach only partially solve our topic. A server can have all the services ‘stopped’ and no longer being used by an application. However there may be a lapse of time until the server is decommissioned and its corresponding asset be moved to ‘trash’. Due to audits, the lapse of time can be quite long. Which means that such assets that we consider as ‘inactive’ are still visible and can be associated. This creates serious quality issues.

 

I have been admin for another ITSM tool where the asset records had a ‘valid from - date’ and  ‘valid to - date’. An Asset was considered ‘active’ when in this date range. Given the validation date, one global setting on assets was to  display ‘all assets’ or only ‘active’ assets. It could also be configured for example that users could only associate tickets or assets relationships to other ‘active’ assets.

I certainly do not have a solution for Freshworks :) this example is hopefully helping to clarify the need.

 

 


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  • Skilled Expert
  • January 21, 2026

I created this feature suggestion: https://community.freshworks.com/ideas/assets-decommissioning-45478 for the same reason. It is completely silly that this is not already a feature in FS.


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  • Author
  • Active Contributor
  • January 21, 2026

Many thanks Cara, great to hear the same concern and expectation. I upvoted your post 👍