Assets - Features and Configuration

iSupport’s Asset functionality enables you to collect and record information about any type of item. This information can be associated with a customer and pulled into a work item. Asset fields and layouts are tied to asset types which classify similar assets; all Asset records must have a designated asset type.

Basic Configuration

Enable/disable Asset functionality, set basic options, and set up asset types via the Feature Basics screen.

Creating Asset Records

You can manually create Asset records via the Asset entry screen.

If your asset data is kept in an Active Directory or LDAP source, you can use the Data Source Integration feature to import (one-way) and synchronize Asset records.

If your data is kept in one or more Microsoft SQL Server source databases, you can import asset data into iSupport’s Asset database and synchronize with those source databases on an interval basis.

If your asset data is kept in a Microsoft Excel .xlsx or Comma Separated Value .csv file, you can import asset data into iSupport’s Asset database.

You can create more than one Asset record automatically via the Asset Creation Wizard. You can enter data to populate asset fields in all records created and display prompts for entering data unique to a record. You can save your settings in a profile for use later.

You can enable Asset records to be automatically created for machines that are involved in scheduled scans but not associated with an existing record.

You can enable automatic creation of Asset records if all of the expected quantity for a line item on a purchase order is received.

Customizing iSupport Defaults

iSupport includes a default Asset screen layout with a comprehensive set of fields for tracking asset data, but you can redesign it via the Layouts screen to include fields and tabs that are specific to your company. You can assign different layouts to asset types.

If there are fields you need that are not included in iSupport by default, you can create custom fields for an asset type and global custom fields that will display in the Asset screen regardless of asset type.

You can utilize maintenance, warranty, and low unit count tracking for an asset type.

Scanning and Monitoring

You can perform ad hoc scans on non-Windows SNMP-enabled devices in your network, computers with Windows 98 and above, or any other WMI-compliant machine (WMI must be installed and active).

You can configure defined devices to be scanned and/or monitored automatically on a scheduled basis via scheduled scans.

You can generate and save a side-by-side comparison of asset scans.

You can enable network monitoring to flag devices if off line, disk space is lower than a specified minimum, or a service is not running. If a device is flagged, a notification can be sent and/or an Incident or Problem record can be created and any related asset record will be associated with the newly-created record.

You can scan bar codes and print bar code labels.

Sending Notifications

You can use Asset rules to send Desktop and email notifications when specified conditions based on Asset record fields or events are met; for example, you can configure a rule to send a notification when an asset warranty expiration date is near.

You can use or copy and modify iSupport's default notifications, or you can create new custom notifications. You can include data from work items and designate any applicable recipients.

You can send correspondence email from the Asset screen. Correspondence can include data from Asset records; correspondence templates can be utilized, and an Others to Notify list can be used for keeping those not directly involved in the loop.

Managing Asset Records

Use the Action menu in the View component on the Desktop to perform actions such as viewing and opening multiple Asset records.

You can automatically change field values on Asset records via Asset rules.

You can use webhooks to post Asset data to a web application via Asset rules.

You can associate a collection of assets into asset groups for viewing, reporting, and restricting access and display of an asset to members of a support representative group.

You can configure roles/permissions for support reps and rep groups using Asset functionality via the Support Representatives screen.

Using Other Work Item Functionality

You can use Service Contract functionality to track and restrict incidents and changes associated with assets.

If you have the Service Edition, you can utilize predefined asset types with associated vendors and products for purchase requests.

If you have the Service Edition, you can associate configuration items to utilize data in Asset records for views, reports, and correspondence. A CMDB contains configuration items (CIs) for the resources to be tracked and the relationships between those items.

You can use the Generate QR code option in the toolbar to generate a QR code that contains a link that will display information about the record. You can also use the QR code to add an asset to an incident, problem, or change via the mobile interface, but note that the QR code reader option for selecting an asset in the HTML5 mobile interface will be hidden if using an Android device.