Question

Change Management Module - Cannot link changes to Software Assets

  • 11 January 2022
  • 4 replies
  • 71 views

We invested much time and effort to entering all of our IT assets - hardware and software. When we open Change tickets and want to reference the software, our software assets do not appear under the Software selection. This makes the tool far less appealing. We have teams assigned to different applications. Without noting the system, everyone sees all of the tickets instead of those relevant to them.. 


4 replies

Hi Gina,

Good point. Have you considered to manually create the software asset as a business service in the asset repository? Then association would be possible.

Perhaps not the cleanest solution, but that might help you for the moment until (if/when) product decides to make direct connections to software. 

I’ll leave it to product to comment on whether or not that is in the plans.

 

Best,

Joey

Badge +1

Yes well we do the same, namely have Software → Fake Asset Related to it → Associate Change with the fake asset.

The only point is that this is absolutely ridiculous because it is basics of ITIL and change management and Software is an Asset.

I really hope they will fix this soon becase it is a huge minus.

Userlevel 7
Badge +14

Yes well we do the same, namely have Software → Fake Asset Related to it → Associate Change with the fake asset.

The only point is that this is absolutely ridiculous because it is basics of ITIL and change management and Software is an Asset.

I really hope they will fix this soon becase it is a huge minus.

I have to agree, under the scope of ITAM, asset management includes software and therefore needs to be available for association with Change Management. I am surprised that this functionality is not available. I would reach out to support@freshservice.com directly to raise this issue. I also would add this functionality as an idea here so that we can all upvote it and get it in front of the product teams.

Badge +1

Hi,

Yes well I opened the request. Let’s see if they get to it anytime soon.

Thank you for the feedback and everyone please vote up :)

Cheers!

Luka

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