Alisha Posted December 12, 2023 Share Posted December 12, 2023 Good afternoon, I would like to add customer assets to a request in the workflow, but this is not working for me. So I went back to basics and created an Auto Task to test this, but this still won't work. I definitely have an asset that is used by me. I have tried different options but can't get it to work. Any assistance would be much appreciated. Many thanks, Alisha Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 12, 2023 Share Posted December 12, 2023 Wrong post. Link to comment Share on other sites More sharing options...
Jim Posted December 12, 2023 Share Posted December 12, 2023 You will get a better experience of this if the user is actually the customer and don't set the user ID Link to comment Share on other sites More sharing options...
Alisha Posted December 12, 2023 Author Share Posted December 12, 2023 Thanks Jim. I am the customer in this scenario and I have tried removing the User ID as you suggested but it still doesn't work unfortunately. However, we would also like to set the User ID using a Variable, as sometimes the line manager will log the request on behalf of their member of staff. Link to comment Share on other sites More sharing options...
SamS Posted December 28, 2023 Share Posted December 28, 2023 Hi @Alisha, I can't be much of a help here for you, as it works for me - without a hitch - from AutoTask. BUT I CAN add, for anyone who is interested: IF the asset is configured to be "Shared", then "Used By" of True will only work if the individual customer/user is LISTED as an individual under the "Shared With" list - as opposed to being IMPLIED (i.e. the user is part of the Team/Organisational Unit)? 1 Link to comment Share on other sites More sharing options...
Alisha Posted January 4 Author Share Posted January 4 Hi @SamS Where do we configure if the asset is 'Shared' and where can we find the 'Shared With' list please? The asset is Owned by the company and Used By the employee. Thanks for your help. Link to comment Share on other sites More sharing options...
Jim Posted January 4 Share Posted January 4 @Alisha it's a toggle button next to the used by however with what you have said it doesn't sound like you have yours set up this way, once set as shared you will then see a shared owners list you can populate 1 Link to comment Share on other sites More sharing options...
Andrew Parsons Posted January 23 Share Posted January 23 Hi all - I'm having a similar problem. Whenever I use the above node @Alisha used, I get an error (in my output) saying that my user id has no assets: I have this set in a process that identifies the customer that logged the ticket (in this example, me) and should return any assets used by them If I look up my username I can see a laptop listed against me. I am listed under "owned by" "used by" and "last logon by". I did note that if I look up my user record via Platform Config > Users, and then switch to "devices" there is nothing listed (is it looking at this instead?) Did the "shared with" option work? Link to comment Share on other sites More sharing options...
Steve Giller Posted January 23 Share Posted January 23 @Andrew Parsons Devices are not Assets - these are mobile devices you have connected to your User Account in order to use the Mobile App on them. What happens if you remove yourself as the Asset Owner and User, and then re-add yourself? Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 7 Share Posted March 7 Hi @Steve Giller - I tried this (removed myself from that asset). It's now showing against me again (as i'm the last person to log on to it). Again when I run my process to get customer assets, i get the same error of no assets owner by me. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 14 Share Posted March 14 On 07/03/2024 at 09:23, Andrew Parsons said: It's now showing against me again (as i'm the last person to log on to it) I'm not clear on this comment - why does logging on to the Asset mean you're the Owner? Have you got an import that checks who logged on and assigns the Owner/Used By values? If so, please ensure you are using the latest version (v.4.4.1) which has the most recent updates and fixes. If not, how are you assigning the Asset? Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 15 Share Posted March 15 Hi @Steve Giller I'm not sure I understand. First up - latest version? Of HB SM? See below for when I go to About. I don't know the full details but we have an import from Lansweeper. It appears to use the last logon user to populate "used by" and "owned by". In any case, my name appears against a device in those fields. ...but when I try and "add assets" belonging to me via a bpm, it says my user id has no assets associated. I'm using the same node as the original poster in this thread, but still get "The user owns no assets of the selected class and type" despite me being an owner of the above device as far as Service Manager is concerned. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 15 Share Posted March 15 5 minutes ago, Andrew Parsons said: I don't know the full details but we have an import from Lansweeper. This is what needs checking to ensure it's on the latest version. Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 19 Share Posted March 19 Hi Steve - we're using v11.1.1.3 of lansweeper. Again, not sure why this is relevant. Either way, my name is being recorded against an asset in Hornbill. Whether this is correct or not is beside the point, it's that Service Manager is saying I have no assets when I clearly do. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 19 Share Posted March 19 Hi @Andrew Parsons The version of the Hornbill Data Import Tool that you are using is the one that I need. Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 19 Share Posted March 19 Sorry @Steve Giller, wasn't clear as you quoted a section of my post where I was talking about Lansweeper. I will have to check with our system admin who is OOO today, unless there's a way of finding out from within Service Manager? Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 20 Share Posted March 20 @Steve Giller according to my colleague we're on XMLMC Database Asset Import Utility v3.3.3 - so I'm guessing we will now be told to upgrade. As I've asked a few times - why does Service Manager not think I have assets that are shown as Owned by me if I look up my co-worker record? Is this a confirmed known bug in versions lower than v.4.4.1 ? Or am I using the right type of node in the bpm? Link to comment Share on other sites More sharing options...
Steve Giller Posted March 21 Share Posted March 21 17 hours ago, Andrew Parsons said: Is this a confirmed known bug in versions lower than v.4.4.1 ? I earlier versions it was possible to present data that appears correct in the UI but was not correctly stored in the underlying data, this is prevented in the latest version. Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 21 Share Posted March 21 Thanks @Steve Giller - how do we go about updating this? Link to comment Share on other sites More sharing options...
Andrew Parsons Posted March 26 Share Posted March 26 I need this for a project I'm working on, could you respond to the above? Link to comment Share on other sites More sharing options...
Steve Giller Posted April 2 Share Posted April 2 All of the information is on the Hornbill Documentation site. For our external tools the first step when you have an issue is to always to ensure that you are on the latest release, as this will have the most up to date feature set and bug fixes. Link to comment Share on other sites More sharing options...
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