In our previous ITSM tool, when an asset is decommissioned, replaced, wiped, etc. It is kept in the system for auditing purposes but then made unavailable. This means agents can view the history of the device for auditing purposes but that customers (requesters) are not able to select it as an asset in their ticket and it disappears from any tickets making it unavailable and no longer active.
I presumed that Freshservice did the same when you made an asset End of Life, this would then remove it from an active state and make it unavailable for requesters to attach to a ticket and remove it from their assigned assets.
Could this be added to the system as a priority. This is a basic functionality that should be readily available and isn’t. You should be able to mark it as different states and then be able to determine what happens with the asset (e.g. if you set the status to retired it then hides it / makes it inactive and unable to be selected). For example make the states be customisable and be able to select if it is active or inactive then when that is selected within an asset it automatically marks it as such.
