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Is there a way to have Samanage include the asset name when an incident is created?
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on Apr 6, 2015
on Apr 7, 2015 by Yuval Pecht
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I would like to have the asset name included in the ticket. Is there any way to do this automatically? If not automatic, what is the best way to set it up?
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Apr 6, 2015 11:31 AM
This cannot be done automatically but you can associate an asset to an incident from the grey area on the right hand side of the incident when in view/edit mode - see screenshot:
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Apr 6, 2015 1:14 PM
Thanks for the reply. We are aware that you can attach an asset after the ticket has been created, but were hoping that there was a way to have it reference the user and pull the computer info we have attached to that user instead of having to do it manually. The info is all there, we just need to figure out how to get it into one place when the ticket is created. I thought about making a custom info field on the portal form, but let's face it, end users are not the best at providing us info. =)
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Apr 7, 2015 3:30 AM
Agreed. Custom field would not be the best fit. There is no way to do this automatically today. We are planning to add an automation feature on our roadmap - something similar in concept to IFTTT which will enable you to connect a trigger with an action - in this case for example, if a user submits an incident with certain keywords for example "PC" it will automatically pull up and associate with the incident the said hardware associated with this user.
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