This documentation supports the 18.05 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Creating tickets from an asset

As a service desk agent, you create tickets that are directly related to an asset. Instead of using two separate steps to create a ticket and then relate it to the asset, you can create an incident, a work order, or a change request ticket directly from the asset. Doing so saves time and when information is copied from the asset to the ticket, you ensure consistency between the two. 

The logged-in user name, the asset name, and the product category from the asset is prepopulated in the ticket created from an asset. Your name is displayed in the Customer field as the submitter of the ticket. You can edit and change the user and submit the ticket on behalf of that user. You can add tasks and relate items, knowledge articles, and tickets to the ticket that you are creating.

Before you create ticket from an asset, you must ensure that the asset is available in your system. You can search for an asset by using the following two methods:

Creating a ticket by scanning an asset

 If you do not know asset details, you can search for the asset by scanning its QR code or barcode by using the scanning feature on a Google Android or Apple iOS device.

  1. On the Update page, tap the Menu icon  to display the navigation pane.
  2. Tap Search and select Or search by code scanning.
    The scanner is activated.
  3. To scan the asset, place your device's camera over the QR code or barcode. 
    After the code is scanned successfully, the asset details are displayed in the asset profile.
  4. Scroll down to the asset profile page, and tap Related Items.
  5. On the Related Items page, tap Actions and select the appropriate option to create a related incident, work order, or change request ticket.
    The selected ticket type is displayed.
  6. Enter the necessary details in the ticket form, and tap Save.
    The related ticket appears on the Related Items tab of the asset. Similarly, the asset appears on the Related Items tab of the ticket.

For additional information, see Creating and managing change requests and Scenarios for creating tickets using Smart IT.

Creating a ticket by manually navigating to an asset

When you know details of an asset, you can manually search for the asset and create a ticket.

  1. Use one of the following methods to navigate to an asset:
    • In Smart IT, find the asset by using the global Search box.
    • In the Asset Console, specify filters to identify the asset.
  2. Open the asset.
  3. On the Related Items tab, click +Create and select the appropriate option to create a related incident, work order, or change request ticket. 
    The selected ticket type is displayed.
  4. Enter the necessary details in the ticket form and, depending on the type of ticket, click Confirm+Save or Submit Change.
    The related ticket appears on the Related Items tab of the asset. Similarly, the asset appears on the Related Items tab of the ticket.
Was this page helpful? Yes No Submitting... Thank you

Comments