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Asset Automations

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.

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@Naganandhini We would very much be interested in beta testing this for you guys. Please include us in that and let us know where we can report bugs. Thanks!

i would love to be in the beta. please add me

As a new customer setting up assets and pushing agents out, I would love to start off with this feature. What would you need from me? 


I would like to beta test please.


Will these automations allow us to set rules so that if a ticket comes in and somewhere in the ticket an asset name is quoted, it would be able to associate the ticket to the relevant CI, I'm thinking where we get alerts oe updates for servers by email into Freshservice that these could be then automatically linked to the CI?


Any updates on seeing a release to this, or the ability for me to get in on the beta to test it out? This would greatly assist in getting all of my assets into Freshservice.

Maybe I skimmed over this, but, I know there is a Freshservice Probe that can pull asset information from my network. Would it be possible to run the probe, have it pull workstations, then have automators set to assign category based on device hostname instead of IP?

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This feature is now live !

We are taking up Sandbox support for Asset Workflow Automator as an immediate enhancement.

You can directly send your feedback to us by hitting the feedback icon in the New Asset Workflow Automator page. ( Admin > Workflow Automator > New > Asset Workflow Automator)

Would it be possible to execute a Asset workflow from a Ticket workflow?

Example: Employee closes a check out laptop service request. When ticket closes it updates the Associated Asset state and other fields to get it back In Stock? 


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2 Problems:

1. I cant add new automators. When i click New automator and choose ticket, asset or anything, nothing is happened (tested on chrome and IE)

2. There is no option IP Range like in your image, and this option is core of this functionality.

@David Wybierek For point 2 are you setting the asset type? This is where I went wrong to start with. Once you set the asset type you are then able to see more fields. 

In the asset hierarchy each type can have different conditions/actions based on their fields.


For example under the asset type of network you do get a network range condition - 


Hope this is of some help!


@Jack Harries You mean you can't use global address ranges to set common values like Location?

I have to recreate a 15 condition asset Automator X the number of asset times to make sure all assets are assigned the right location value? I cant even clone the automator and change the asset type to speed up the hours its going to take to complete the task. A VLAN is reassigned I have to update it in 15+ asset types now. Awesome.

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