The Basic Discovery feature in the IT Asset Management (ITAM) module now offers enhanced coverage for Managed Asset packs, which include all the assets discovered through Freshservice discovery tools as well as assets discovered through additional methods.

For all the existing customers, the implementation of the expanded Managed Asset packs coverage will be gradually initiated by Freshservice account management teams. These updates ensure comprehensive monitoring and management of your entire IT asset inventory. For any queries, reach out to your account manager or customer support team.

The expanded definition of Managed Asset pack includes:

  • Discovery Probe and Agent: Assets discovered through Probe and Agent.

  • Third-party sources: Assets discovered through third-party sources, such as Intune, Jamf, Automox, Chrome Connector, Workspace One, and Cloud Discovery Apps (including Azure, AWS, GCP, and Kubernetes).

  • Manual upload: Assets that are manually added including those uploaded via APIs, user interface (UI), CSV files, or other custom integrations.

  • As an exception, S3 buckets are counted differently, wherein 10 buckets equals 1 Managed Asset.

Note: The Managed Asset pack definition in Freshservice currently does not include assets brought into Freshservice via the Advanced Discovery feature (powered by Device 42), since they’re covered separately under the Advanced Discovery subscription. In case you are currently subscribed to Advanced Discovery, and you choose to opt out in the future, these assets will also be counted as part of the asset pack usage, and chargeable unless you’ve moved the assets to trash. See View asset packs usage section below for more information.

The following categories help you determine the segment you fall under.

Existing customers:

  • With purchased asset packs
  • With no purchased asset packs

View asset packs usage

To view the usage details of your managed asset packs:

1. Go to Assets > Inventory.

2. Click View your usage on the top banner.


The Overview dialog opens. You can view details of the assets purchased and total assets used along with the discovery source details.

The following figures depict sample usage overview for both scenarios:

  1. Existing customers who’ve purchased managed asset packs

  2. Existing customers who haven’t purchased managed asset packs

Figure 1. Existing customers (with purchased asset packs)



Figure 2. Existing customers (with no purchased asset packs)

Note:

  • Only Admin roles (or above) can view your managed asset pack details.

  • Your Purchased capacity assets count includes the 100 free assets provided to you.

  • The Discovered by Freshservice count shows you the number of assets discovered by both Probe and Agent.

  • The Added from other sources count shows you the number of assets added via manual uploads, API imports, or third-party integrations.

  • The Total used count shows you the total number of assets brought into Freshservice via all sources excluding the assets brought-in via active Advanced Discovery subscriptions.

  • The asset usage shown on the View usage banner would not be applicable immediately, however it would be enabled gradually by the Freshservice account management team.

For any queries regarding your asset usage, reach out to your account manager or customer support team.

Impact on trashing and workflows: Post implementation of new Managed Asset packs

Trashing

When your discovered assets count reaches an upper limit based on the purchased asset packs, Trashing would be applicable for the excess assets discovered via all the discovery sources.

  • The excess assets (over and above the purchased asset packs) discovered via any source are added under the Trash state in inventory. These trashed assets can be restored after more asset packs are purchased.

  • Any excess assets created via the user interface are also moved to Trash.


Note: The excess assets (over and above the purchased asset packs) discovered via sources, such as manual import or APIs may result in error. These assets can be obtained after more asset packs are purchased.


Workflows

(When required) You can use the ‘Disable Asset Discovery’ workflow to disable auto updates to the assets discovered via Probe or Agent. If you’ve manually updated certain assets and you want to retain the manual updates, you can use the workflow to exclude auto updates during the next discovery sync. These assets would be chargeable after the new Managed Assets coverage is implemented.