Note: Available only for new signups after the 31 March, 2026 release. If you signed up earlier, refer to the existing ITAM documentation.

In Freshservice, a Hardware Model acts as a blueprint. When you deploy a hardware Configuration Item (CI), it inherits properties from its associated template, including rack size, depth, part slots, connectivity, and power calculations. Proper model management ensures that your rack visualizations and capacity reports are accurate.

This article provides a guide to managing hardware models, which serve as the master templates for deploying physical, blade, and other device types in your infrastructure.

Prerequisites

• Access to the IT Asset Management module in your Freshservice instance.

• Administrator privileges to modify infrastructure settings and hardware models.

• Prepared image files (PNG, JPG, or GIF) for visual hardware representation.

Hardware model properties

To manage models, go to IT Asset Management > Inventory > Hardware Models. You can click any existing model to edit it or click Add new to build a new template.

• Name: Enter the model name (e.g., "PE2950"). The manufacturer name is automatically prefixed when displayed (e.g., "Dell PE2950").

• Physical Subtype: Define if the model is Rackable, Blade, Laptop, or Workstation.

• Size: Measured in Rack Units (U). For half-U devices, you can enter "0.5".

• Blade Size: Provides specific size combinations for blade-specific hardware.

• Depth: Use "Half Depth" for devices that can be mounted back-to-back in a rack.

Port and layout management

Hardware models allow you to define the physical connectivity and slot architecture of a device.

• Direct Ports: These represent non-removable ports on the chassis.

• Add Ports When Creating Device: Enable this option to automatically generate these defined ports whenever a new device is assigned to this hardware model.

Device type classification

When autodiscovery finds a non-virtual device, it initially classifies it as Unknown because the Freshservice cannot immediately determine if it is a physical rack mount, a blade, or a workstation.

• Model-Based Reclassification: You can change the type of 50 "Unknown" devices simultaneously by simply editing their shared Hardware Model.

• Automatic Categorization: Once a Hardware Model's type is updated (e.g., to "Regular/Rack Mountable"), all current and future devices discovered with that hardware will be automatically categorized correctly.

Perform bulk edit and merge operations

You can manage large volumes of asset data efficiently by using bulk edit and merge operations to update device attributes or consolidate duplicate hardware records.

Device bulk edit

1. Go to Inventory > All Devices.

2. Filter for devices with type as Unknown.

3. Select the devices and choose Change Type from the More options menu.

4. Select the new type and confirm.

Hardware merging

If autodiscovery or imports create duplicate hardware models (e.g., "Dell R740" and "R740"), you can merge them into a single "Master" model.

1. Go to Inventory > Hardware Models and select the duplicates and select Merge selected hardware models from the menu bar.

2. Choose the master model in the Merge selected hardware models window that opens.

3. (Optional) Select Add merged hardware model names as alias(es).

4. Click Apply.

Note: Models can only be merged if their Size (U), Depth, Type, and Blade Size are identical.

Image management

Adding front and rear images to hardware models provides visual context in rack layouts.

Upload images

1. Go to Tools > Templates & Bulk Operations > Image files.

2. Click + Add Image File (or Create).

3. Upload PNG, JPG, or GIF files and click Save.

Associate images with models

1. Go to the hardware model’s page and click Edit.

2. Select the uploaded images from the Front Image Name and Back Image Name dropdown menus.

Important Considerations

Review the following information to ensure data integrity and consistent inventory reporting:

• Impact of Changes: Updating a Hardware Model's size or type affects all devices associated with that template immediately.

• Merge Constraints: If you attempt to merge models with different U-sizes, the operation will fail, and the models will remain separate in the list view.