A service desk agent repeatedly carries out certain set of actions on assets such as updating asset properties, notifying agents, creating a ticket related to an asset and tracking the tasks, updating ticket properties based on the linked asset, etc. These activities are crucial because, not doing this will cause difficulty in planning for resources, tracking and confusion in auditing.
In order to enable the agents to go about doing it in a way that is not error prone and doesn’t incur manual effort, we are introducing Workflow Automators for Assets.
In the first phase, here are a few examples of the kind of actions you can achieve with automations on Assets:
1.Automatically notify an employee when a device is assigned to them.
2. Based on the IP range of the asset, automatically map the location.
3. Automatically update properties such as asset state, location, used by, department and more, when an asset is created, updated or deleted.
4.Trigger the creation of tickets via web hooks based on the update in asset properties.
Do let us know your feedback.
Are there any pre-requisites for this new feature. For example, the installation of Freshservice Discovery Agent?
This looks good as we are currently updating the way we process assets and this could benefit us.
I know this has only just been added but do you have any rough timescales for delivery?
We do not need any such pre-requisites. You will able to create automated workflows for Assets, similar to what you are able to do for tickets, changes, releases and problems. You will be able to find an option to do this under Admin > Workflow Automator.
Thanks, for the feedback... Definitely looking forward to seeing this in action so that we can help to reduce human error and save on agent productivity by automating such tasks like updating asset status.
This is a much welcomed feature! is there a timeframe for delivery?
also, with regard to #3 on your list, is there a manual way to map assets to locations currently? Would welcome some new features for the locations section as well, possibly a map that we can drill down on to see buildings, users, assets, etc...!
For #2 will there be an audit log of locations visited if IP address changes regularly?
What is the ETA