Adding Asset information to Customer details

[Estie]

Hi,

Is there a way to add the asset information for a customer to the customer details so that it shows when raising a ticket?

I understand there is a standard Intelligent capture for assets - however we are using customised forms.

Currently we rely on the customer or the analyst to add asset information to the IC.

Is there a way we can always display the assets assigned to a customer in their details?

Hopefully this is in the correct forum.  I could not see one specifically for asset management.

Thanks

[Steve Giller]

I'm not sure what you're asking for here - the relationships between Customers and assets are either stored against the Asset (i.e. Used By/Owned By) or in a linking table in the case of shared Assets.

This is simple for assets - an Asset can only have one owner, so we can have a field against the Asset to store that - but not for Users, who can own/use many assets, so there is no simple way to show a User's assets against the User Record when raising a Request.

If you are looking to have visibility of a Customer's primary asset - e.g. a Laptop or Desktop that the majority of Requests would be raised against - you could store that value in a Custom Field against the User and have that field shown in the Customer Details section by using the Additional Display Fields parameter of the Customer Search node.

[Estie]

Hi Steve,

17 hours ago, Steve Giller said:

If you are looking to have visibility of a Customer's primary asset - e.g. a Laptop or Desktop that the majority of Requests would be raised against - you could store that value in a Custom Field against the User and have that field shown in the Customer Details section by using the Additional Display Fields parameter of the Customer Search node.

Yes - Although I was hoping to display it as part of the customer details so it can be seen even when not raising a request.

Do you mean in one of the Attribute fields in the user entry in Platform Config?

If so Is there a way to show these additional fields in a custom IC form?  It seems that additional fields are only available in the standard forms.

Would this update if the primary asset was to change?

[Steve Giller]

28 minutes ago, Stefania Tarantino said:

Do you mean in one of the Attribute fields in the user entry in Platform Config?

Yes, they're the ones.

29 minutes ago, Stefania Tarantino said:

Would this update if the primary asset was to change?

Not unless you were using a Business Process (either via a Request or a Custom Button - or possibly ITOM) to make the update and updated the relevant field in the Workflow.

30 minutes ago, Stefania Tarantino said:

Is there a way to show these additional fields in a custom IC form?

Unfortunately not, these fields are not available to Custom IC Forms.