You've landed on our support article. If you are looking to learn about Asset Management in Freshservice, check out our Asset Management page.


Product Catalog

The Product Catalog consists of a list of products that are currently being used in your organization. It helps you manage hardware units and software licenses for applications from a single place, and maintain a repository of items with necessary information. When you are managing all your assets together, you can create multiple product types in your system for better classification. You can also view details about the manufacturer, the availability and pricing of each product you have added to your product catalog.


Vendors

Freshservice lets you manage products and vendors side by side with your service desk. You can add multiple vendors to each of your products and access contact information and details such as price, warranty, and address alongside your product. When you are managing your products, you can easily gather basic information such as cost, see how any of the other vendors are priced and check to see if it’s still covered under a warranty. You can also quickly contact the vendor for troubleshooting and fixing service issues.




Asset Managers can also import and export vendors info in bulk via CSV to the Freshservice Vendors section.


Relationship Types

Relationships are used to define the way users and assets are linked with each other in your service desk. For example, a relationship called “Uses” can help you understand that a requester is using a specific printer in your building. Similarly, an inverse relationship “Connected To” can be used to declare the names of users who are connected to your payroll system.

You can manage your assets using the existing relationships in Freshservice or create a type of relationship yourself. You can attach relationships to any of your configuration items individually and also see a collection of assets a particular user is related to.


Asset Types and Fields

Freshservice lets you maintain your repository of assets by creating a structure of asset types in your service desk. You can create top-level CI Types for both hardware and software assets, add child types under them, and have several items mapped individually. When you open an asset item, you can find out whether it is currently being used, its business impact, and the employee it’s assigned to in your team. In addition, you will also be able to pull out specifications, relationship details, etc. about the asset without switching between different pages. You can also customize the asset fields as required and make Default Fields as a mandatory section. 


Locations

Freshservice lets you add location details to your service desk. You can create top-level locations and add child locations under them. Like for example if your company operates out of multiple places, you could have the country name at the top level followed by the state, district, and city.


You can specify the location while creating a new asset and segregate it based on the location.


Discovery

Discovery Probe scans your network for assets and adds them to your CMDB in your service desk. You can get started by downloading the application and installing it on one of your Windows systems. It can be used to discover any assets running on any operating system, as long as they are a part of the network.


When you head to Admin and click on Discovery, you will be taken to the module from where you can download the Discovery probe. 


To know more about the discovery probe, kindly take a look at our solution article


Financial Management

This section allows you to manage the depreciation of assets. Depreciation refers to the decrease in the value of assets over time. In Freshservice, Depreciation can be calculated in three modes:

  • Declining balance

  • Straight Line

  • Sum-of-years-digits method

Based on this, the Book Value of the asset will be displayed in the CI page.

Note: The ‘Useful life’ field will accept only a whole number.

Contract Types

By default, you can classify your contracts into 3 categories- lease, maintenance, and software license. If some of your contracts fall outside of these, you can add custom contract types based on your business needs. To obtain and maintain relevant details about the contracts, you can even add custom fields to all contract types.



FAQ's


1. How do I manage the data source 'locations'


Navigate to Admin Settings --> Locations. In here, you can edit/add more locations and this will be reflected in the data source 'locations'.


2. I am trying to Delete from Locations, but I get this error: Unable to delete location - Europe, as Assets are associated either to it or its sublocations


This error appears when you have one or more assets assigned to this location. You will need to identify the asset from the inventory page by using the location filter to the right or the analytics module by creating a report to find which assets are associated with this location and then disassociate the asset from the target location. Now, you should be able to delete the location successfully. Ensure that the assets in the Trash are also disassociated from the target location. 


3. Is there a way to hide or remove fields on the Asset form?


Navigate to Admin Settings --> Asset Fields & Types. Here, you should be able to add/remove fields from the asset form. Please note that you will not be able to modify/remove any of the default fields.


4. How do you delete a relationship between a service asset?


Open the target asset from the inventory. Click on the relationship tab. Hover the cursor over the relationship you would like to delete, then click on the Trash icon at the right of the relationship.


5. What happens if we use the discovery probe to get PC information and then manually import assets, and they have the same PC name/serial number/etc? 


The serial number is considered the unique identifier within the inventory. If the manually imported asset has the same serial number as the asset pulled in by the probe, then the asset in the inventory will be updated. 

A new asset will be created if the manually imported asset's serial number is different. 


6. Where can I find the asset assignment history? 


Open any asset in the inventory and click on the "Assignment tab" on the left.