Attach Assets to Tickets

This procedure describes how an Asset is attached to a Ticket submitted by a Client.

Summary of Process

• Active asset records are imported from the WebHelp Desk system.
• Asset records are not linked to individual campus Clients in TeamDynamix.
• When a ticket is submitted that involves an existing asset, the form will request the Asset ID (e.g. U027389).
• The Help Desk will look up the Asset in TeamDynamix and link the asset to the ticket before assigning the ticket to the appropriate Technician for follow-up. 

Attaching an Asset Record to a Ticket

Note: Only Technicians with the appropriate Security Role (Technician - Fully Access) can add/update assets or attach assets to tickets.

 

1. Open the ticket. 
2. Select Assets/CIs (0) from the toolbar
3. The Add Relationship window opens
4. Copy/paste the Asset ID from the ticket into the the Items field in the Add Relationship window.
5. Click Search to retrieve Asset record (alternatively, look up by Owner name, location or Acct/Dept)
6.  The Asset/CIs (1) link now shows that the Asset and the Feed reflects that the asset is attached.
7. Save the ticket.

Tip: You can add more than one asset to a ticket and the number in the parenthesis shows the total number of assets that are part of the ticket.