Default relationship are available from Admin-->Asset Management -->Relationship types, we also allow to create custom relationships here and you can tag these relationships between assets from the Asset view page.
If assets are imported through Probe, we could configure it from Admin-->Discovery and set location for the desired Probe. The assets scanned through the corresponding Probe would be tagged to the mapped location. You can install multiple Probe and tag its corresponding Locations, the asset scanned through the Probe would carry the mapped location.
When you view a ticket, you will find a Tab Assets. On clicking it, you will be able to search for the corresponding asset and link it to the Ticket. Also, each asset supports the 'Used By Field'users', which can be found when you view an asset. We can search by the users email and update the asset to have it linked to the user.
Discovery agent is installed on each machine and it only scans the particular machine in which it is installed, whereas the discovery probe can be installed on a windows machine and it can perform various scans like IP range based, or Domain-based scans and can also integrate with SCCM.
You can add custom fields for assets by navigating to Admin-->Asset Types & Fields and by clicking on edit next to the asset type in which you need a custom field. In the resulting page, you can drag and drop custom fields as per your need.
While a contract is being created, you can enable “notify contract expiry” and set up a reminder to alert before ‘x’ number of days to certain users. The navigation path for this is Admin -> Account settings -> Email Notifications -> Contracts -> Contract expiry notification
Lease, Maintenance and Software Licence are the default contract types within Freshservice.
Yes, you can perform bulk actions for the assets from the asset list view, after choosing a particular asset type or by filtering for specific asset types.
Yes, a workflow automator can be created for assets.
Please click on ''New Workflow'' and choose ''Assets'' as the module and click on create.
Vendors are not auto-detected but it can be linked/created to an auto-detected product.
Agent syncs with Freshservice whenever there are changes in Hardware (Additional RAM and so) or Software (change in version/new Installation) or User login changes.
The probe can be setup to be synced with Freshservice on a scheduled basis or you can invoke scans from the probe manually and sync data with Freshservice.
This may be due to the following reasons
Proxy/Firewall in the machines may block the communication to Freshservice.
If the asset limit is reached, new assets would reach to Trash folder within Inventory
If the asset was already scanned and identified in a different name with a different serial number then the updates would be reflected over the existing asset.
Reach out to our support team at support@freshservice.com for any assistance on the same.
The import of assets might be failing due to the following reasons:
If you still face issues over the same, please do reach out to our support team at support@freshservice.com for further assistance.
We would not be able to import the components section. This section is automatically captured by the Discovery probe/agent.
If you face issues while importing and exporting assets in Freshservice, please perform the below checks to troubleshoot the issue.
- Check the reason for the import failure and correct it.
- Check if the exports are landing in the spam folder of your mailbox.
Check the reason for the import failure and correct it.
If your bulk import action fails, you will receive an asset import failure email to your registered email address. Check the reasons mentioned in the email and correct them. Below are a few common reasons for failure.
Unique fields such as Asset Tag/Serial number may be the same. This can cause the same asset to update multiple times.
Asset Tag/Serial number or other unique fields are not filled.
Incorrect date format is chosen. Ensure that the date format you select while importing the CSV file is the same date format you used in the CSV file.
Check if the exports are landing in the spam folder of your mailbox.
If your export emails for assets are landing in spam,
Go to Admin, and under Channels, select the Email Settings and Mailboxes section.
Click on Set up SPF and DKIM authentication and check if you have enabled DKIM and SPF records for your email domain. You can take your IT team's help to enable this setup.
Note: If you are exporting more than a hundred assets in bulk, it might take a couple of minutes for the export to arrive at your mailbox.
If you face issues after performing these checks, please reach out to support@freshservice.com for further assistance.
You would be able to export “All Assets” from the service desk by clicking on the export option and choosing All Assets from the export dialogue box, like shown in the below image :
However, only the default fields shared across all assets would be available in the export file when you choose ''All Assets''. If you need fields specific to each asset type you would have to choose the particular asset type from the dialogue box like shown in the below image. ( For example : Hardware )
If you would like to have each asset with their fields, we would have to initiate an export for each asset type individually.
Open the Asset inventory and you will come across filters on the right side of the page. Type the location with which you want to search the assets and the asset list will be displayed as shown in the below image.
The vendor information is displayed only if the product for that asset is mapped with a particular vendor. You would have to map Products and Vendor to view the list while creating the asset.
To map the vendor with the product, you can navigate to Admin-->Vendors and click on the respective Vendor name. Now, you can choose to "Add Product" and add the product.
Asset Tag is either set by the system while creating an asset (editable) or added by the user while creating an asset. Serial number is a unique identifier provided by the manufacturer of the asset.
Permanent and Loanner are the two different usage types in Freshservice.
Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time.
Permanent asset represents all assets which can not be shared or loaned for a specific time range.
Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time.
Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time.
Permanent asset represents all assets which can not be shared or loaned for a specific time range.
On the asset list view, you have a filter for “Created By” we can use this filter to identify the assets that are discovered by Discovery Probe and Discovery Agent (Managed Assets).
Note: This list may include a few unmanaged assets due to the Disable discovery action in workflows
Once a view is created, you can edit the view name by hovering over the name with the help of the pencil icon. Also, you would be able to edit the view by changing the filter options that are available
In case the default categories don’t fit your purpose, you can add additional asset/CI types, or edit the existing ones from the Admin page. The default asset/CI types cannot be deleted, though.
You can choose to disable default views from Admin-->Asset Types & Fields by clicking on disable icon next to the asset type. In order for the asset type to be disabled, there shouldn’t be any assets in the same asset type.
