Add Asset to Service Desk Ticket on Submit

Last Updated: 12/05/2018 Introduced in Version: 2.0

The Service Desk allows a user to submit a ticket, then edit that ticket with additional information such as a contact with an associated asset. The asset must have already been created.

To provide user asset information for a ticket, select the ticket in the folder data panel to access the Task Details panel, then click the Add Task Contact button.

Example

In the example, we will:

  1. Create a service desk ticket.
  2. Add a contact to the ticket.
  3. Associate an asset with the contact.

A task definition, SDChange, has already been created, and is used when creating the task.

We begin by navigating to the folder My Root Folder. We click the Add button and select Tas(Quick),

addTask

 

We enter a title and description for the task and click OK.

 

nameTask 
To view the task details, we click the task name in the folder data panel.

clickCreatedTask

 

Details about this task, such as priority, related tickets, and assignments display.

We click the Add Task Contact button.

addContact

 

In the Add TaskContact pop-up, we click the Select User Account selector.

We could also add a contact that does not have an account in the system by entering an email address in the Email Address field under the Task Contact Information section.

accountSelectionAddContact

 

In the resulting pop-up, we select the account that is to be the contact for the ticket and click OK.

pickAccountSecond

 

Back in the Add TaskContact pop-up, we associate this contact with an asset. In the section Link to Asset, we select the checkbox next to the asset and click Save.

linkToAsset

 

The Task Details panel displays the contact and the associated asset.

result

 

 

 

Need more help with:

Add Asset to Service Desk Ticket on Submit?

 

Contact us at support@decisions.com

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