Freshservice makes it easy for you to pull up information about any asset that has already been linked with your service desk. Once you have opened up any item, in particular, the asset view page provides comprehensive information about the asset/CI at large and explains how it is being used by your team.

Every time you look up an asset/CI in Freshservice, you will be able to get a look at the following:


The actual specifications about the configuration item, including the name of the product, the vendor, it’s cost, serial number, and warranty information, unique identification number and be viewed within the Overview tab. Additionally, you will also be able to see details such as the operating system, CPU Speed, Memory, last audit date. when it’s a hardware item. Similarly, you will able to see license information and expiry dates when it comes to a software asset.


The Properties section on the sidebar shows a set of variables that have been allotted to the asset. These properties can be reconfigured to have fewer, more or different kinds of fields altogether. The key among these is the Asset State field. Just like your ticket fields, you will be able to define custom fields for each type of asset/CI manually.


The relationships tab mentions how the asset has been linked or is being used by different users in your helpdesk. Relationships can be one to one, one to many, or can be customized in any way you like based on the nature of the asset. For example, a laptop is likely to be used by only one employee but a hundred users might be connected to the same access point. These can be managed from under Admin > Relationships.


You can use the components tab to manage the asset/CI more specifically and deal with internal components. For example, you can specify what processor, memory or storage options are included with a computer to know exactly what’s inside it. That way, you can go ahead with replacing parts of the asset more easily.


The requests tab shows you the set of all incidents and service requests that are relevant to that particular asset/CI. Any ticket which has the same asset/CI attached to it will be displayed in this section.


The activity log shows you historical information about what’s been going on with the asset/CI and who has been performing actions related to it. You can take a quick glance and track down info like the last owner of the asset, any component changes or any relevant activities.

Note: Existing Asset Records and Information cannot be modified/edited without active Changes/Releases associated with it. The option to Update/Edit will not be available as open Changes/Releases aren't linked to the Asset.