Link Asset to ServiceDesk Ticket

New KACE user; almost at the end of the trial.

We would like to tie both inventory assets and non-agent/scannable assets to the service desk tickets. For example, we have a bunch of serial printers that were uploaded via csv. We then create a query inside one of the custom fields in the service desk queue configuration. From there, we are able to select any one of these printers from the ticket. However, when going back to view it's asset information, I do not see any ticket associated. I only see these associations on devices where the agent is installed. Is it not possible to relate a ticket to a non-agent device?


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Answers (2)

Posted by: Hobbsy 5 years ago
Red Belt

That is because the link between the ticket and the Asset record cannot happen from a custom field. To associate the ticket with the Asset you need to select the Asset in the Affected Asset dropdown on the right hand panel, under the affected user.

  • Thanks. We have hundreds of assets with multiple subtypes. Is it possible to narrow down the asset selection list to say, a particular subtype? And then a separate asset field for another subtype?

    I'm just trying to make it easier to find things. We have a naming convention that cannot be changed. Any many of the subtypes would have similar names to another subtype, give or take a letter... - myrtech 5 years ago
    • In short no.... but you could possibly use your custom dropdown to select your specific asset type and then run a ticket rule in the background to update the Affected asset with the selected value, although that would take some complex SQL. The affected asset will filter though if you start to type the name in, so it shouldn't be that bad. I would also suggest that you maybe avoid using subtypes as that can confusing and over complicated, only using subtypes of Device with agentless discovery as that is where the real value can be gained - Hobbsy 5 years ago
Posted by: myrtech 5 years ago
White Belt
So make each agent-less device type its own asset type? For instance, I have a mix of devices that we will not use an agent. These devices are owned by us, but used by tenants in our company and include:

printers (serial)
printers (network)
paging stations
lcd panels

Can you elaborate on the benefits of such configuration?
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