Software Asset Management in Freshservice allows you to manage software assets present across your organization's network. If you had installed the Discovery agent or probe, a network-wide asset scan will fetch details of all the software in your network, which will then be listed under the Software module.
Apart from that, you can manually create/ delete software (for eg: SaaS Applications) in Freshservice that cannot be discovered through traditional means of discovery.
All accounts can access SAM by clicking on Assets from the left sidebar and choosing Software.
Software List Page
When you click on the Software module, you will be taken to a software list page where you will view all the software that is scanned using the Discovery tools.
You can also click on New Software to manually add a software to your Freshservice account.
Once you click on new software, add details such as Managed by, category, etc and click Save.
Note: The software list page by default will land on the Managed software view.
The software list page will display the following details:
Software - Name of the software (As scanned from a device)
Type - The type of software such as Desktop, Mobile, or SAAS
Category - Category of the software (eg. browser, operating system, design tools, etc)
Publisher - The name of the publisher. The publisher list updates the vendor catalog in Freshservice.
Status - The status of the software: Managed, Ignored, or Blacklisted
Installs - Total number of installations of the software in the organization network
Users - Total number of users using the software in the organization
Note: So for software detected by the discovery tools, the publisher information will be updated only if the software is scanned from a Windows device.
You can click on Export to email the entire list of software based on the status
Software Details Page
When you click on the software from the list page, you will see the Software details page with the following details.
The Installations tab for the particular software will have the following details such as the Installed machine, Version, User, Department and Installation Date
Note: The installations tab is available if the Software Type is Desktop
You can also click on Add Device to manually add a device right there in the installations page
The Users tab for the particular software will have the following details such as the Name, Department, Source, First Login, Last Login, Assigned Date and License
The Licenses tab for the particular software will have the following details such as the Contract Name, License Type, No of Licenses, Status, Created Date and Expiry Date
Note: The Licenses tab is only available for software with the Managed By status
The Properties tab will give you details such as the Status, Type, Publisher, Notes, Source, Managed by and Category
You can also click on Export to get information on the software sent to you by email
You can also click on Delete to delete the software right from Freshservice
Software Tab in the Asset Details Page
The Software Tab in each device has also been updated. Instead of CI / Non-CI, you will see a list of all the software in the device that links back to the Software detail page.
You can also click on Export from the software tab for a particular device and have the entire list of software installed in the device sent to you via email.
In SAM, software can be assigned to one of the following statuses:
Ignored - Software that isn't of prime importance. This includes updates, components, drivers, etc.
Managed - Software you pay for and want to track regularly
Restricted - Software you don’t want users in your organization to use. You can also filter unauthorized copies of software and licenses by using the Restricted Software list to highlight them, which can then be removed by agents.
Disabled - Software that have been retired or removed from active use in the organization can be tracked under the Disabled status
- Needs Review - Software that requires validation/review by IT or Finance before being classified into a status can be tracked under the Needs Review status
Note: The software list page has a filter option that allows you to filter software based on the statuses mentioned above.
You can select one or more software whose status or category you wish to change and choose the relevant option from the top left corner and the changes will be updated.
When updating category, you can search for and choose a category that is already available, or you can create one on the fly and assign it to the selected software.