Assets

Hi team! I am guessing this will be a topic of conversation and maybe I am not the first to write about it, but: Updates to Managed Assets Coverage for Existing Freshservice Customers : Freshservice How, when and why? Seems like the information was just released for the first time (I could be wrong and totally missed it) but I would like to open a thread regarding this. I honestly think this is a bad move from Freshworks when it comes to us manually uploading and updating our assets. What are the prices going to be like? What options do we have? When will this be implemented? Please feel free to share your thoughts and join in on the conversation!

We are customizing the customer support portal. In that we need to add new images and icons. How to access the assets folder or how do we add the new assets?

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields? Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off. We have a single tax rate for all purchases.

I'm trying to get my asset management in order and something my company (Nucor) as a whole could benefit from possibly as a workflow or having a toggle to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain. Does anyone know of a resource or agent we could utilize to use the JSON and Web request in workflow if that would be a possible resolution. I believe if we can just transfer the info we need from the asset to the user we could avoid even using the probe. I hope i was able to explain that well enough if anyone has any possible solutions i am all ears!

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

I was recently clearing up our asset types in FreshService. I noticed when I go to add a new asset in, it doesn’t matter which asset type is selected, when you click the product drop down it will list every single asset regardless of the associated Asset Type. Apparently this is already a feature request but to me this would be considered a bug If I am adding a new laptop in our inventory and I select “Laptop” as the asset type, when I click the product drop down list I should only be seeing products with the Asset Type “Laptop”. It shouldn’t be showing tablets/desktops/printers etc..

I think I read that there’s a limit to the number of assets managed in FreshService and there is a cost to increase the limit, is that correct? if so, what’s the initial limit?

We have an issue with Chromium based browsers when agents add an asset to our inventory, under the Asset Type field, the drop down only shows 1 asset type. This is an issue in Chrome and Edge however in Firefox and Brave this is not an issue. We have tried inprivate and incognito settings in the 2 affected browsers and the issue remains. Hoping it’s not just us and others have the same issue too.

Hello FreshService Bods! Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ??? I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

Asset tag is a default field for all assets, but we want to mandate that field only for specific sub-types under hardware. Anyone find a way to do that? There are no business rule for forms option for assets.

Is anyone aware if the Freshservice discovery agent pulls any cellular information from Windows clients from WMI? https://learn.microsoft.com/en-us/windows/client-management/mdm/devicestatus-csp#cellularidentities If not, Freshservice, this asset information would be very helpful to be included in the CMDB.

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

We have an Event Workflow in place that checks the “Last Audit Date” field on individual assets and then sends an automated e-mail alert if the Last Audit Date is greater than 30 days. This had been working, and in most cases still works, but we’re seeing some instances where the asset gets scanned by the Freshservice probe successfully, but then updates the Last Audit Date to a much older date. For example, there’s one today that successfully scanned, but then updated the Last Audit Date to 10/17/2024. Has anyone experienced this issue and is there a fix?

In our Assets we have a text field called ROOM and we would like to know if it it’s possible to filter this field so it only shows the items / equipment in this room? This would also apply to any other text fields we have, such as Make and Model of devices. I have looked at trying to use dependant fields, but this doesn’t work as expected. For a start, when editing the items in the dependant fields, it does not sort them alphabetical - that’s another issue to sort out. Thanks

Okay, is it just me, or is the Discovery Probe application interface window not scalable? It is such a tiny window that doesn’t let me expand it and it makes it really a pain to navigate. I haven’t seen a way to do what I need to do in the service itself, so I’ve been stuck with “tiny app”. Thoughts?

In Devcie42 I have a very granular breakdown of Type > Physical Subtype. Looks like these fields are in Freshservice Asset Inventory now. How can I replicate my defined menu items so that not only are the OOB items accounted for, but mine are also? Type = Physical Physical Subtype = Firewall: Cisco Any ideas are helpful. Maybe Freshservice folks can shed some light on this.

This was not communicated when we bought into this product, but apparently there is a limit on how many lines you can add to a purchase order? Because of the way the PO Receiving process works, I have to expand multi item lines out into individuals instead of consolidating them or I won’t be able to then assign them individually once they are received. Which is an entirely different issue...why would I receive 5 print heads and then assign them all to the same printer. But I can’t even do that at this point because I have to expand out each line item to its individual assets and the PO line item limit is now 15?

I go to Assets / Inventory. I apply a filter on Asset Type = Hardware. I press the cog (Customize columns). I add a column and position it, and remove another column. I apply the change, the page refreshes and shows the new table structure and data. I change the Asset type in the filter. The column customizations are removed it the default table structure appears. I reset the filter so that Asset Type = Hardware. I still see the default table - my customized columns are gone! I would prefer the Customized Columns to remain, at least for the same filter.

Hi all, I’m currently trying to change the “To” date and time on a laptop we have delivered but that has been returned to us early. In the new UI we are unable to modify the “To” date and time. This is what the old UI looked like: Anyone else having this issue with the new UI?

Hi I found a bug in the inventory module. It seems that even if an agent does not have permission to manage agents they can still go to an agent profile from the inventory view. This does not look like intended behavior. See below: Give an agent inventory permission Make sure that the agent does not have the manage agents admin permission Go to inventory and filter by another agent that has an associated asset (used by) The returned assets have URLs pointing towards the agent in the Used By column Hovering the name (should give a preview i think) breaks the page, renders the menu on top of list Clicking on the name takes you to the profile of that agent

I have around 250 locations in Freshservice, if you include nesting. I have around 45000 assets, which cover all states from in use to retired and disposed. When we mark an asset as retired we do not change its locations (its still technically in that location). When we mark it disposed we also do no change it’s location, despite it no longer actually being there, its good to know where it was. Sometimes we may close an office, so how do I stop someone creating a new asset to a location that no longer exists? I can’t delete the location as we have assets associated. I can’t hide a location. It would be great to hear from some people in similar situations with multiple locations as to how do you manage the retirement of a location.

I have many locations that are incorrect and would like to make bulk corrections during import at runtime. Curious as to why we can’t export the locations? Seems rather fundamental. Any ideas? Also, consider if the Device42 locations are migrated into FS, then how are all the data elements going to be reconciled so it is normalized and actually useful. Right now what is in FS is elementary and not easy to work with when trying to compartmentalize by region and such.

Hi, freshservice service is stopping on all our laptops. The error: 2025-01-28 13:51:38,679 [8] DEBUG FSDiscovery.FSAgentUtil - GetUTCTime invoked2025-01-28 13:51:38,679 [8] DEBUG FSUtil.AgentConf - Inside Method :SetAgentConf2025-01-28 13:51:38,679 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,682 [8] DEBUG FSDiscovery.FSAgentUtil - serial num diff check2025-01-28 13:51:38,684 [8] DEBUG FSDiscovery.FSAgentUtil - GetDataToPost invoked2025-01-28 13:51:38,693 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,904 [8] ERROR FSDiscovery.ExceptionHandler - Authentication failed.2025-01-28 13:51:38,905 [8] DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service2025-01-28 13:51:38,905 [8] INFO FSUtil.ServiceUtil - Going to stop service2025-01-28 13:51:38,906 [6] DEBUG FSDiscovery.FSAgentService - onstop invoked Is the service up?

Does anyone in the cummunity use a Brother P-Touch network label printer with asset label tape? The benefit to printing labels this way is it can print almost any length we want and have created custom templates depending on asset types. The issue with the standard label printing out of Freshservice is it doesn’t recognize a label printer like ours. So i tried doing an export from the inventory list to a CSV file. Then, I map the fields in the CSV to parts of the label template. (See screenshot) It’s ok, but the process is a bit cumbersome and the export file is sent via email from Freshservice. Sometimes the email takes 15-20 minutes before it arrives. Would like to be able to print from Freshservice directly to our label printer with a template that looks like my screenshot if possible.

Hi Everyone, I was wondering how we manage software versions. For example, I created an SR linked to the software, but that software has multiple versions or keeps on updating. The goal is to have a list of all approved installations/users for each application, regardless of version. For example, I have TeamViewer with multiple versions; can these be combined? or to have a consolidated list of installed users/assets?