Selecting assets for tickets

When BMC Client Management (BCM) is enabled for a workspace, ticket forms can include sections for finding and linking to assets. If automatic asset lookup is enabled for your system, you may not need to select an asset manually as the system will find and link it for you.

If only one asset is found by the automatic lookup, a link to the asset is added to the ticket. If multiple assets are found, a dialog box appears where you can select assets.

Email and Web services exception

When the lookup is triggered from a ticket submitted via Web services or email, the first asset found is always selected.

To find and link assets manually

  1. Open the ticket where you want to add links to assets.
  2. Click Add Link > Add Asset.
    The Search for Asset lookup window appears.
  3. To locate the asset or assets that you want linked to this ticket:
    • In the Keyword field, enter a search string and click the magnifying glass icon.
      The list refreshes.
    • To further limit the returned list, enter different criteria.
    • To sort the list, click a heading.
  4. Select check boxes next to the assets that you want linked.
  5. Click Select.
    The lookup window closes and the asset is added to the ticket. Detailed information appears below the list of assets.
  6. To see more information about an asset:
    • Select it in the list and scroll down through the details.
    • To view additional details, click Actions > View Details. The asset record opens, showing the details.
  7. When you have finished linking assets, click Save.

Numerous actions may be performed on assets. For detailed information, see Performing actions on assets.

Related topic

Updating tickets

Was this page helpful? Yes No Submitting... Thank you