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.
Well poo. Sandbox isn't at the Estate level.
Would it also be possible to do some work between asset automations and ticket automations.
For example we get e-mails from HP all the time that include the serial number of a device.
Is it possible to set it up so that way if a ticket from hp contains a serial number in the body of the email it cross references the assets and if that serial number matches an asset it links the 2.