How to restrict an Archived Assets appearing under the search result while linking an asset to the tickets

[Sahana. Shenoy]

Hi,

We have some large number of assets with the same name but with different serial numbers and Asset Tags. Out of them some are active and some are Archived. But when Analysts try to link an asset to the ticket, the Asset will only show the Asset details in the below combination. But it doesn't show up the Asset State, unless the Analysts will add a filter condition to display only the Active State Assets. Hence there is a chance of an Archived asset getting tagged to the ticket.

So, is there a way to restrict the Assets appearing in the search results if their state is Archived?

Asset Name

Asset Class, Asset Type

Description

Asset Tag

 

Even from Hornbill Automation node, we can't restrict to show only Active Assets at the first place. Please suggest how can we achieve this?

We do not want our Analysts to link an Archived asset to the tickets.

Regards,Sahana

 

[Sahana. Shenoy]

Hi, Can someone please help me with above query?

[Adrian Simpkins]

Hi Sahana

I have no answer I am afraid as this is something we also see - I have followed this post to see if there are any solutions

Many thanks

Adrian

[Berto2002]

I raised this in December 2022 as an enhancement request and we've not had any progress on it. it's a continual cause of inaccurate Asset data when our people raise CRs and link to old versions of servers because unless we rename them, we can't tell which are active and which are archived.

Comment from Steve Giller in 2023 was: "Development have picked this up and are assessing the requirements. We will post an update here when we have more details. Additionally, keep an eye on the Service Manager roadmap board."

Maybe Hornbill can merge these threads into one?

 

[Adrian Simpkins]

Ah thanks Rob - guess it will just be a case of waiting on this function to be made live