Add an Asset/CI to Ticket

Overview

Adding an asset to a ticket creates a link between the Ticket and the Asset this allows for the below benefits,

• Helps provide appropriate information to those reviewing and the working Ticket.
• Enables tracking of all Tickets related to an Asset providing a detailed history. This can be especially helpful in seeing problems have occurred with an Asset and who had the Asset at a given time when things occurred.
• Provides data to be used for al kinds of reporting on information between Tickets and Assets.

What materials do I need?

• Internet connectivity
• A web browser
• Privileges within the UA ESM system to the following:
  • Assets/CIs module
  • Ticket application

How do I use this technology?

After a ticket is created one, or more, assets can be linked to the ticket as detailed below.

1. Open the Ticket Detail window.
2. Click the Assets/CIs tab.
   
   
    
3. Click the Add Related Assets/CIs button.
   
   
    
4. In the Add Related Assets/CIs dialog window click the search icon.
   
   
    
5. In the Assets/CIs search window there are several criteria available. You can search by one or multiple of the criteria to help locate the desired asset(s).
   
   
   
   Select one of the following methods.
   • Search by User (Default): When the search window initially opens the Asset Filtering settings will be configured to filter for any assets assigned to the requester of the ticket.
     1. Click the checkbox to the left of the asset(s) applicable to the ticket being submitted.
        
        
         
     2. Click Insert Checked.
        
        
         
   • Search by Owner: Searching for a device assigned to a specific university employee.
     1. Clear the Asset Filtering User field.
        
        
         
     2. In the Owner field click the Lookup button.
        
        
         
     3. In the Search field enter the UA Username of the person.
        
        
         
     4. Click the Search button.
     5. Locate the appropriate account and select the checkbox to the left of the account.
        
        
         
     6. Click Insert Checked.
     7. Click Search.
        
        
         
     8. From the search result locate the desired asset(s) and select the checkbox to the left of the asset(s).
        
        
         
     9. Click Insert Checked.
   • Search by Serial Number: Searching by device serial number is a straight forward way of finding an asset.
     1. Clear the Asset Filtering User field.
        
        
         
     2. In the Search field enter the asset serial number.
     3. Click the Search button.
     4. From the search result locate the desired asset(s) and select the checkbox to the left of the asset(s).
     5. Click Insert Checked.
   • Search by Location: Searching by device location is a quick way of finding multiple assets 
     1. Clear the Asset Filtering User field.
        
        
         
     2. In the Location field type the name of the univeristy building, and select the appropriate building.
        
        
         
     3. Click the Lookup Room field.
        1. In the Search field, enter the room number.
           
           
            
        2. Click Search.
        3. In the search results, click the Room name.
           
           
            
     4. Click Search.
        
        
         
     5. From the search result locate the desired asset(s) and select the checkbox to the left of the asset(s).
        
        
         
     6. Click Insert Checked.
        
        
         
     7. Click Save.
        
        
         
6. The selected asset(s) now appear on the ticket.
   
   
    
7. Close the ticket window.

Need additional help or have issues

For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.