Asset integration for a line of business

An asset of a company can be a building, equipment, or any physical item that requires maintenance, service, or repair. To track the maintenance or repair of assets, cases are created in BMC Helix Business Workflows. To work on these cases, case agents must know the details of the assets they are servicing or repairing. By relating assets to cases and tasks, case agents can find the asset details within the case or task and they can quickly complete maintenance or repair work.

Example

Bob is a case agent at Apex Global. A case is assigned to Bob to repair the air conditioner at Apex Global's Mumbai site. While repairing the air conditioner, Bob notices that the filter of the air conditioner is broken and it needs to be replaced. To order a new filter, he needs to know the make and model number of the air conditioner. He opens the related asset in the case and finds the required details and places an order for the filter. By relating the asset to the case, Bob was able to quickly get the required asset details in the case.

Benefits

Following are the key benefits of relating assets with cases, tasks, and recurring case schedules:

Asset visibility in cases—Case agents can view complete information about the assets, such as the make, model, and location details, which is useful when they do the maintenance and repair work.
Asset-driven case assignment—Cases created from schedules are assigned to case agents based on the asset location. For example, when a coffee vending machine at Pune site is associated with a recurring case schedule, the case is assigned to a case agent at Pune site.

Video: Overview of asset integration for a line of business

Watch the following video (4:21) for an overview of asset integration for a line of business:

Play video icon.png https://youtu.be/TH9NhblapsA

Enabling asset integration for a line of business

Asset integration is disabled for a line of business by default. As a case business analyst, enable asset integration for a line of business to allow association of assets with cases, tasks, and recurring case schedules. Once it is enabled, you cannot disable it.

To enable asset integration for a line of business, BMC Helix ITSM: Asset Management must be configured in your environment to support it. Learn about setting up BMC Helix ITSM: Asset Management in Onboarding and implementing.

After you enable asset integration for a line of business, case agents and case managers can access all asset types while relating assets to cases and tasks. To restrict them from accessing only certain asset types, you must configure asset types for the line of business based on the Configuration Item (CI) type and product category.

Access and permissions required to use asset integration with a line of business

The following chart shows the roles and permissions required by the functional roles to use asset integration with a line of business: