A ticket points at the equipment it is about

What moves

A ticket can store a reference to an asset record, so the agent knows which device the request concerns. The reference is a pasted code: it is not checked and does not open the asset.

Before you start

• Both modules in your plan
• The asset exists in Asset Management and you have its reference code

Step by step

1. Helpdesk agentHelpdesk & Ticketing

   Opens the ticket about a faulty laptop and chooses the Asset record type in Linked records.

   You see:The form asks for the record's reference code.

2. Helpdesk agentHelpdesk & Ticketing

   Pastes the asset's reference code and adds it.

   You see:The Linked records card lists the asset link on the ticket.

3. Asset managerAsset Management

   Raises a work order from the asset's own page when the laptop needs repair.

   You see:The repair is on the asset's Work orders tab; Asset Management does not list the ticket.

Related

• Asset Management
• Helpdesk & Ticketing
• Ask about assets and check them in and out
• Assets become fixed assets with book values
• Assets belong to HR's departments
• A repair job passes from the asset manager to a technician
• An automation raises a job and someone picks it up
• Connections between modules