Scanning assets by using mobile devices

Use the Progressive Web Application mobile web browser's scanner of BMC Helix ITSM to search for, create, and update assets. You can also use the scanner to find and relate assets to other ticket types.
While creating or updating an asset record, you can populate the CI ID, Tag Number, and Serial Number fields of the asset when you scan the asset with the integrated scanner of the mobile web interface. Using the scanner to populate fields in asset records results to fewer typing errors and faster data entry.

You can customize the scanner to populate other fields as well. For more details, see Creating fields for scanning QR codes or bar codes .

Background scenario

Scenario

At Apex Global, asset management is streamlined through the BMC Helix ITSM mobile browser interface. Bill, a receiving agent, and Garth, an asset administrator, use the mobile scanner to manage assets.

Bill receives an HP laptop from an employee as part of a replacement process. By using the mobile scanner, he scans the laptop’s barcode to quickly retrieve its record in BMC Helix ITSM for verification and additional details, eliminating the need to manually enter the laptop's details.

Meanwhile, Garth receives a new router, HSB2A, for installation at the organization’s premises. While creating a new asset record for the router, he scans its barcode to automatically populate key fields such as CI ID, Tag Number, and Serial Number, ensuring accuracy and saving time.

Later, Garth needs to relate the router HSB2A to an existing Network failure incident in BMC Helix ITSM. He opens the incident on the mobile browser interface and scans the router’s barcode to establish the relationship between the asset and the incident, enabling better tracking and resolution.

Before you begin

You must have the Asset admin or Asset user permission with the functional role of Asset creator to create and update assets by using the mobile scanner.
You must have the Asset Viewer permission to relate assets to another ticket using the mobile scanner.
For more information about roles and permissions, refer to Asset Management user roles and permissions.

To search for an asset by using the mobile scanner

Open BMC Helix ITSM in your mobile web browser.
Click and then select Asset Barcode Scan.
The mobile camera is turned on.
Scan the barcode on the asset with your mobile camera.
On the Asset barcode scan page, the Scan result field displays the ID of the scanned asset.
The asset record is displayed if it exists in BMC Helix ITSM.
(Optional) To search for another asset record, navigate to the Asset barcode scan page and then click .
(Optional) To create a new asset record in BMC Helix ITSM, on the Asset barcode scan page, click Create new.

To create and update an asset by using a mobile scanner

Open BMC Helix ITSM in your mobile web browser.
Click and then select Create > Asset.
On the Create new asset page, enter details in the mandatory fields.
To the right of the CI ID field, click .
The mobile camera is turned on.
Scan the barcode on the asset with your mobile camera.
The CI ID field is populated.
(Optional) To populate the Tag Number and Serial Number fields, click the corresponding button and repeat step 5.
Click Save.
(Optional) To update the CI ID, Tag Number, or Serial Number field of an existing asset, open the asset record, click the corresponding button, and then repeat step 5.

To relate an asset to an incident by using a mobile scanner

Open BMC Helix ITSM in your mobile web browser.
Open the incident to which you want to relate your assets.
On the Configuration item tab, click Relate configuration item.
On the Relate asset page, click .
The mobile camera is turned on.
Scan the bar code of your asset with your mobile camera.
The asset name is included in the text box.
(Optional) To relate more assets to the incident, click and scan the barcodes of your assets individually.
Additional assets appear as comma-separated values in the text box.

Instructions for BMC Helix ITSM mobile application

View instructions in BMC Helix ITSM mobile application

Use BMC Helix ITSM: Smart IT mobile application to scan asset bar codes or QR codes to view asset records. You can then use the asset record to complete multiple processes in BMC Helix ITSM.

It also provides the capability to scan multiple asset codes and perform actions like receiving the assets. When you scan a barcode to search for an asset, only the asset that is an exact match of the barcode is displayed.

Asset users with the Receiving User permissions can scan items using their mobile devices and view details, edit the details if they have Asset Management permissions, and receive them.

Important

Users without Receiving User permissions can only scan a single asset at a time, and must trigger the barcode scan from the global search menu to scan assets.

To update asset details

When working on tickets on your mobile devices, you might require to update details of the asset you are working on. As an Asset Manager, when you scan an asset using your mobile device, In BMC Helix ITSM: Asset Management, you can view the asset record and update it.

Open Smart IT mobile application.
From the selection menu, select Search and then tap Search by code scanning.
The mobile device camera opens.
Hold the camera over the asset ID bar code.
The camera reads the bar code, looks up the asset in the system, and displays the relevant asset details.
After the asset details are displayed, you can update the asset status and save the record.

Scenario for updating asset details

To receive multiple assets

BMC Helix ITSM: Asset Managementprovides the functionality to scan assets that have been delivered, match them to the existing asset record, and then update the status of the line items corresponding to the assets in a purchase order. This process provides users the flexibility to update the received status of the asset using their mobile devices when it actually arrives at the warehouse, instead of manually searching for and updating the status of each asset.

Open Smart IT mobile application
From the selection menu, select Code Scan.
The mobile device camera opens.
Hold the camera over an asset ID bar code and scan it.
The system looks up the asset in the system, and, if found, displays the asset name as Found. If, however, the scanned code is not found, it is displayed as Not Found, and you must first create the asset record before you can receive it.
Warning
Important
You cannot add this asset to the system from the Code Scan window.
Scan the remaining the assets.
Click Continue and select the Relate to PO option.
On the Search PO window, enter the purchase order number related to the scanned asset or assets, and open the corresponding purchase order.
If the part number and CI type of a received asset matches the part number and CI type of a line item in the purchase order, the system displays Match against the line item.
If multiple assets are related to the same purchase order, the system displays Match against all assets that match.
To confirm receipt of the asset, click Save.
If all line items in the purchase order have been received, their status is updated to Received. If only a part of the purchase order has been received (that is, the received count is less than expected count or the total count is not equal to 0), the status is updated to Partially Received.
After you save the record, you are prompted to either scan another item or search for another purchase order.

Scenario for updating a purchase order with received assets

Paresh is an Asset Receiving Manager who has to receive a set of assets that was just delivered. Using his mobile device, he scans each asset, matches it to the existing asset record, and updates the status line items corresponding to the asset in the relevant purchase order.

Important

You can also manually update the asset bar code or QR Code value to receive an asset.

To relate an asset to a record

BMC Helix ITSM: Asset Managementprovides the functionality to scan assets and relate them to an existing record, making it easier for field technicians to add related assets from within the tickets they are working on. Instead of manually searching the system for the related asset, when you are editing a ticket, you can scan the asset and link the asset record to the ticket. For assets that do not exist in the system, you require to create the record before relating it to the ticket.

Open Smart IT mobile application
Open the applicable record, such as an incident record.
On the record, tap Related Items.
From the Actions menu, tap Add Related Items.
Select Asset as the item type, and then tap Scan codes to find assets.
Using mobile device camera, scan the asset tag.
The asset record is pinned to the open record, such as an incident record.
To add the asset record to the Related Items list of the open record, tap Relate and then save the open record.

Scenario for relating assets to an existing record

Mary is a support specialist working on an incident related to fixing a printer. She realizes that she needs to attach the asset record of the printer to the incident. Using BMC Helix ITSM: Asset Management on her iPad she can scan the printer asset tag and relate it to the incident record.