Lets say i have 3 networked printers and 3 desktop usb printers all listed as assets.  The networked printers are under the 'network printer' type and the desktops are under the 'desktop' type.

In ticketing i have 2 catagories for each type of printer.  Printer::network printer  and Printer::desktop.

Also in ticketing i have an 'asset' feild. But this field lists all 6 assets.

 

SO, is it possible to limit what assets are displayed in the 'assset' drop down based on what catagory is selected in the ticket?

 

See below:

 

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Yes, you can create a custom filed that uses a SQL Query to point to your specific Asset Table, from within your service desk queue customization:

Query: select name from ASSET where ASSET_TYPE_ID = 1 order by name asc

You will need to change the ASSET_TYPE_ID to reflect the table you are looking for. This can be found at the bottom of your browser:

Go to Asset -> Asset Type

Place your mouse over the Asset type that you want to include (Do not click)

The Asset_Type_ID will be shown at the bottom of the page: ID=4 for Vendor

 

 

Answered 01/23/2013 by: mwill_27
Blue Belt

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  • So the query that produces the drop down for a specific asset type, will change to reflect a change in the category type? Say if i choose printers from the category, the assets will filter to printers, and when scanners are selected in the category then the assets will filter to scanners?

    Or do i need a separate custom field for each asset type?
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"Assets" will list all assets you create. You would have to create a separate custom field for the each asset type.

 

Say if i choose printers from the category, the assets will filter to printers, and when scanners are selected in the category then the assets will filter to scanners? 

Ans: no it will not as the two are not dependent on each other. You can create a nested category so that when they select Hardware > Network Printer > (list of network printers) or 

Hardware > USB Printers > (List of USB Printers)

 

Answered 01/23/2013 by: nshah
Red Belt

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