Asset Management

Default relationship are available from Admin-->Asset Management -->Relationship types, we also allow to create custom relationships here and you can tag these relationships between assets from the Asset view page.

Yes, assets can be imported by clicking on Inventory and clicking on Import. Here you would have to choose the particular asset type to which you are importing the assets and then upload the CSV file with your assets. You can also refer to the below solution article for further reference: https://support.freshservice.com/support/solutions/articles/234757-importing-assets

If assets are imported through Probe, we could configure it from Admin-->Discovery and set location for the desired Probe. The assets scanned through the corresponding Probe would be tagged to the mapped location. You can install multiple Probe and tag its corresponding Locations, the asset scanned through the Probe would carry the mapped location.

When you view a ticket, you will find a Tab Assets. On clicking it, you will be able to search for the corresponding asset and link it to the Ticket. Also, each asset supports the 'Used By Field'users', which can be found when you view an asset. We can search by the users email and update the asset to have it linked to the user.

Discovery agent is installed on each machine and it only scans the particular machine in which it is installed, whereas the discovery probe can be installed on a windows machine and it can perform various scans like IP range based, or Domain-based scans and can also integrate with SCCM.

You can add custom fields for assets by navigating to Admin-->Asset Types & Fields and by clicking on edit next to the asset type in which you need a custom field. In the resulting page, you can drag and drop custom fields as per your need.

While a contract is being created, you can enable “notify contract expiry” and set up a reminder to alert before ‘x’ number of days to certain users. The navigation path for this is Admin -> Account settings -> Email Notifications -> Contracts -> Contract expiry notification

We don’t have an option to Import Locations, however, you can make use of APIs to import locations, for more information on the same, please refer to the below link:

https://api.freshservice.com/v2/#create_a_location

Lease, Maintenance and Software Licence are the default contract types within Freshservice.

Yes, you can perform bulk actions for the assets from the asset list view, after choosing a particular asset type or by filtering for specific asset types.

Yes, a workflow automator can be created for assets.



Please click on ''New Workflow'' and choose ''Assets'' as the module and click on create.

Vendors are not auto-detected but it can be linked/created to an auto-detected product.

Agent syncs with Freshservice whenever there are changes in Hardware (Additional RAM and so) or Software (change in version/new Installation) or User login changes.

The probe can be setup to be synced with Freshservice on a scheduled basis or you can invoke scans from the probe manually and sync data with Freshservice.

User fields can be mapped from Admin -> Discovery -> Settings -> User field mapping, either you can modify the default mapping or create a custom mapping by setting desired attribute values for the Fields. For more information, please refer to the below solution article:

https://support.freshservice.com/support/solutions/articles/221819-mapping-active-directory-fields-while-importing-requesters-through-freshservice-probe

Discovery probe might fail to detect assets due to various reasons like Firewall configurations and proxy settings. You can refer to the below solution article for handling such scenarios.

https://support.freshservice.com/support/solutions/articles/158682-managing-scanned-assets-and-scan-errors. If you have any further issues on the same, please do reach out to our support team at support@freshservice.com for further assistance.

The discovery probe allows you to perform user import from Active Directory. You would be able to set up a connection with your Active Directory and import information from specific users. For further information please refer to the below solution article:

https://support.freshservice.com/support/solutions/articles/221819-mapping-active-directory-fields-while-importing-requesters-through-freshservice-probe

This may be due to the following reasons

• Proxy/Firewall in the machines may block the communication to Freshservice.

• If the asset limit is reached, new assets would reach to Trash folder within Inventory

• If the asset was already scanned and identified in a different name with a different serial number then the updates would be reflected over the existing asset. 

Reach out to our support team at support@freshservice.com for any assistance on the same.

The import of assets might be failing due to the following reasons:

• Unique fields such as Asset Tag/Serial number may be the same which results in updating the same asset multiple times.

• Asset Tag/Serial number or other unique fields are left blank

If you still face issues over the same, please do reach out to our support team at support@freshservice.com for further assistance.

We would not be able to import the components section. This section is automatically captured by the Discovery probe/agent.

Asset relationships can’t be automated as of now, you would be able to use APIs in order to achieve that. Please refer to the below documentation related to asset relationships APIs.

https://api.freshservice.com/#asset_relationship_attributes

Yes, you would be able to clone assets, if you have installed the Clone asset app available in our marketplace. Please find below link to the app:

https://www.freshworks.com/apps/freshservice/clone_asset

Every asset in Freshservice has a state of availability, just like tickets, problems or changes. This is an important property which will indicate the availability of the asset and help you plan asset allocations or procurement decisions in your organization. For further information, please go through the below solution article:

https://support.freshservice.com/support/solutions/articles/164414-understanding-the-different-asset-states

Yes, you would be able to add additional asset states by navigating to Admin-->Asset types.

 Please follow the below solution article for further assistance:

https://support.freshservice.com/support/solutions/articles/164414-understanding-the-different-asset-states

If you face issues while importing and exporting assets in Freshservice, please perform the below checks to troubleshoot the issue.

1. Check the reason for the import failure and correct it.
2. Check if the exports are landing in the spam folder of your mailbox.

Check the reason for the import failure and correct it.

If your bulk import action fails, you will receive an asset import failure email to your registered email address. Check the reasons mentioned in the email and correct them. Below are a few common reasons for failure.

1. Unique fields such as Asset Tag/Serial number may be the same. This can cause the same asset to update multiple times.

2. Asset Tag/Serial number or other unique fields are not filled.

3. Incorrect date format is chosen. Ensure that the date format you select while importing the CSV file is the same date format you used in the CSV file.

• Incorrect mapping of fields. For example, you might have mapped a date field inside Freshservice to a text field inside the CSV. 

Check if the exports are landing in the spam folder of your mailbox.

If your export emails for assets are landing in spam,

• Go to Admin, and under Channels, select the Email Settings and Mailboxes section.

• Click on Set up SPF and DKIM authentication and check if you have enabled DKIM and SPF records for your email domain. You can take your IT team's help to enable this setup.

Note: If you are exporting more than a hundred assets in bulk, it might take a couple of minutes for the export to arrive at your mailbox.

If you face issues after performing these checks, please reach out to support@freshservice.com for further assistance.

You would be able to export “All Assets” from the service desk by clicking on the export option and choosing All Assets from the export dialogue box, like shown in the below image :



However, only the default fields shared across all assets would be available in the export file when you choose ''All Assets''. If you need fields specific to each asset type you would have to choose the particular asset type from the dialogue box like shown in the below image. ( For example : Hardware )

If you would like to have each asset with their fields, we would have to initiate an export for each asset type individually.

Open the Asset inventory and you will come across filters on the right side of the page. Type the location with which you want to search the assets and the asset list will be displayed as shown in the below image.

You can print barcode labels and asset tags from Freshservice by making use of the Asset Label Designer app available in the marketplace.

The navigation path for the app is Admin --> Automation & Productivity --> Apps --> Search for the app.

You can find more information about this from the article below:

https://support.freshservice.com/support/solutions/articles/238673-printing-barcode-labels-for-assets

The vendor information is displayed only if the product for that asset is mapped with a particular vendor. You would have to map Products and Vendor to view the list while creating the asset.

To map the vendor with the product, you can navigate to Admin-->Vendors and click on the respective Vendor name. Now, you can choose to "Add Product" and add the product.

Asset Tag is either set by the system while creating an asset (editable) or added by the user while creating an asset. Serial number is a unique identifier provided by the manufacturer of the asset.

Permanent and Loanner are the two different usage types in Freshservice.

Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time. 

Permanent asset represents all assets which can not be shared or loaned for a specific time range.

Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time.

Loaner asset represents shared asset like Projectors, etc, which can be loaned for a period of time and it can be requested only based on the available time. 

Permanent asset represents all assets which can not be shared or loaned for a specific time range.

The column customiser displays the fields based on the asset view that you are in. For example, in the All Assets View, only the fields common across all the asset types will be displayed. If a specific asset type is selected, the fields relevant to that type will also be displayed along with the common fields. For further information, please refer to the below article:
https://support.freshservice.com/support/solutions/articles/227664-customizing-columns-in-assets-list-page

On the asset list view, you have a filter for “Created By” we can use this filter to identify the assets that are discovered by Discovery Probe and Discovery Agent (Managed Assets).

Note: This list may include a few unmanaged assets due to the Disable discovery action in workflows

You can create custom asset views by applying various filters and quickly navigate between them on a day to day basis. Find more information about the same from the article below:

https://support.freshservice.com/support/solutions/articles/223850-asset-filters-and-views-

Once a view is created, you can edit the view name by hovering over the name with the help of the pencil icon. Also, you would be able to edit the view by changing the filter options that are available

In case the default categories don’t fit your purpose, you can add additional asset/CI types, or edit the existing ones from the Admin page. The default asset/CI types cannot be deleted, though.

You can choose to disable default views from Admin-->Asset Types & Fields by clicking on disable icon next to the asset type. In order for the asset type to be disabled, there shouldn’t be any assets in the same asset type.

Locate 

1. Navigate to the Freshservice inventory and click on the Hamburger icon as shown in the below screenshots. 

2. Now, Select the Trash folder. 

When to Use Forced Sync?

If you notice differences between the number of devices scanned by the probe and those missing in the CMDB, it's time for a Forced Sync.

Some devices were successfully scanned via the probe and did not show up in the inventory. 

Understanding Forced Sync: What Does It Do?

Force Sync automatically pushes all the devices scanned by the probe into the Freshservice inventory. This eliminates the need for manual entry and ensures accuracy and efficiency in inventory management.

Please find the steps below to perform the Force Sync. 

1. Kindly open the AD server where the Probe is installed.

2. Open the Probe application; on the top right, click on the Settings button.

Please find the steps below to ping the device manually

1. Open the command prompt in your computer (Terminal if you are using Linux or OS X)

2. Type “ping <HostName / IP>”

3. If all the packets are sent and received, and if you do not see any timeouts, then everything is working fine. Try scanning the specific device again in Probe.

How to Locate the Serial Number of Windows Machine

1. Open the Command Prompt by pressing the Windows key on your keyboard, then pressing X. Select Command Prompt (Admin) on the menu.

2. Type wmic bios get serialnumber and then press Enter on your keyboard.

3. The serial number will be shown on the screen.

How to Locate the Serial Number of MAC :

1. About This Mac

    From the Apple menu  in the corner of your screen, choose About This Mac. Then find the serial number in the information shown.

2. System Information
   
   

Press and hold the Option key on your keyboard while choosing Apple menu  > System Information from the menu bar.

Select Hardware in the sidebar.

Find the model name and serial number on the right.

You can also have System Information read your serial number out loud. From the menu bar in System Information, choose File > Speak Serial Number. Or press Command-4.

Tip: You can also have System Information read your serial number out loud. From the menu bar in System Information, choose File > Speak Serial Number. Or press Command-4.

4. Terminal

Go to Utilities. Open the Terminal application and type:

ioreg -l | grep IOPlatformSerialNumber

With the release of macOS Ventura (Version 13), to find this information outside of the above, there are now two separate ways to find your serial number:

How to Locate the Serial Number of LINUX:

Open a shell and type:

sudo dmidecode -t system | grep Serial

Note: The user will need to have root access to the system.

Freshservice Probe Logs required for  (Windows / Mac / Linux & Virtual Machines) & SCCM Integration

• Log files located at: C:\Program Files (x86)\Freshworks\FreshServiceProbe\logs
  
  

• Configuration file located at: C:\Program Files(x86)\Freshworks\FreshServiceProbe\conf
  
  

• Probe Database from: C:\Program Files (x86)\Freshworks\FreshServiceProbe_x.xx\db
  
  

• Devices File from: C:\Program Files (x86)\Freshworks\FreshServiceProbe\scan\devices.csv

You can attach these files directly to your response to the email or the ticket. If the log files are too large to send as attachments, you may upload them to a cloud-based file-sharing service such as Google Drive or Dropbox and share the link with us.

Please follow the instructions given below to fetch the user attributes:

1. Run the Active Directory Users and Computers (ADUC) console and enable the Advanced Features option in the View menu.

2. Expand the Active Directory Organizational Unit (AD OU) with users and open the properties of the user account.

3. Go to the Attribute Editor tab. Here, you will see a list of user attribute values (including custom attributes in Active Directory). Copy all the attribute values. Using the Filter button, you can set whether to display all attributes or only filled ones.

4. Verify if the user is present in the Active Directory. 

5. Execute the below PowerShell command in the AD server to check if the requester exists and share the results for the same. 

            Get-AdUser -Filter 'sAMAccountName -eq '#{sAMAccountName value}''

For example: Get-AdUser -Filter 'sAMAccountName -eq 'Adam.Payne''

Please follow the instructions given below: 

1. Access the database and execute the SQL queries provided below:

• SELECT COUNT(*) as TotalCount FROM v_GS_SYSTEM;
  
  

• SELECT COUNT(*) as TotalCount FROM v_GS_SYSTEM LEFT JOIN v_GS_WORKSTATION_STATUS ON v_GS_SYSTEM.ResourceID = v_GS_WORKSTATION_STATUS.ResourceID WHERE v_GS_WORKSTATION_STATUS.LastHWScan > CONVERT(DateTime, 'YYYY-MM-DD HH:MM:SS');
  
  

2. The above queries get the total number of devices in SCCM from the Probe.

Please follow the instructions given below:

1. Install the SNMP walk.
   
   

2. Obtain the SNMPv3 Credentials.
   
   

• Security Name (Username): This acts as the username for SNMPv3 access.

• Authentication Protocol and Password: Choose an authentication protocol (e.g., MD5 or SHA) and provide the corresponding password.

• Privacy (Encryption) Protocol and Password (Optional): If you want to encrypt the SNMP traffic, choose a privacy protocol (e.g., AES or DES) and provide the corresponding password.

3. Now, open the Terminal or Command Prompt.
   
   

4. Run the SNMPwalk command. 
   
   

                       -The SNMPwalk command with SNMPv2c has the following syntax:

snmpwalk -v2c -c <community_string> <device_IP>

                        - Replace the placeholders with the details below:

<community_string> - SNMPv2c community string obtained in Step 2.

<device_IP> - IP address of the SNMPv2c-enabled device you want to query.

For example, if you have the SNMPv2c community string "public" and the device's IP address is "192.168.1.1," the command would be:

snmpwalk -v2c -c public 192.168.1.1

- The SNMPwalk command with SNMPv3 has the following syntax:
snmpwalk -v3 -u <security_name> -a <auth_protocol> -A <auth_password> -x <priv_protocol> -X <priv_password> <device_IP>

- Replace the placeholders with the details below:

<security_name> - SNMPv3 username you obtained in Step 2.

<auth_protocol> - Chosen authentication protocol (e.g., 'md5' or 'sha').

<auth_password> - Password for authentication.

<priv_protocol> - Chosen privacy (encryption) protocol (e.g., 'aes' or 'des') if applicable, otherwise use 'none'.

<priv_password> - Password for privacy (if applicable).

<device_IP> - IP address of the SNMPv3-enabled device you want to query.

For example, The command would be:
snmpwalk -v3 -u myuser -a SHA -A myauthpass -x AES -X myprivpass 192.168.1.1

5. After running the SNMPwalk command, you will see the  list of OIDs (Object Identifiers) and their corresponding values displayed in the terminal.
   
   

6. Look through the output to find the specific OID that represents the data or metric.