This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Creating and updating assets in Smart IT


Any Smart IT user with minimum access permissions can update certain pieces of asset data such as the asset owner, location, and site. Such users can also add an image to the asset, add an outage, and relate the asset to tickets and people. 

Before you begin

Before you create assets, ensure that:

  • Your administrator has set up sandbox and production datasets. For more information, see Configuring Asset Management settings.
  • Your administrator has configured the reconciliation method for assets. For information about asset reconciliation options, see Configuring-the-reconciliation-method-for-assets.
  • In Progressive Web Application, you need Asset admin permissions to create and modify an asset. You can also modify an asset if you have Asset user permission and you are related to the support group that has a Supported by role to the asset.

Related topics

Overview-of-asset-profiles-in-Smart-IT

Configuring Asset Management settings

Viewing the reconciliation information of a CI

Smart-IT-roles-and-permissions

To create assets

When you first create an asset, you must specify the type (such as Computer System) and subtype (such as Printer). Some of the information you specify about each of your assets depends on the type and subtype. For example, you can specify a hostname for a printer, but not for a software asset. You can only add an image and specify an owner for an existing asset, so the Owner field and the option to add an image do not appear while you are creating a new asset.

If you do not specify the company to which the asset belongs, the asset is assigned to the default company. (The default company is configured in the AST:AppSettings form, which is accessed from the Custom Configuration tab in the Application Administration Console in BMC Helix ITSM.) If you do not have access to the default company, you will not be able to view and access the created asset.

The following video shows you how to create an asset in a progressive web application:




icon-play.pnghttps://youtu.be/bygcl3A-jAw

Depending on whether your system is configured with a sandbox dataset, the asset creation process varies:

  • If your system is configured with a sandbox dataset, assets that you create or modify flow through the sandbox dataset. You can choose to wait until the data has been reconciled (in other words, after the Reconciliation Engine runs and moves it into the production dataset), or move on to the next asset. New assets and asset updates in the sandbox dataset do not appear in Smart IT. You can view them by using the BMC Helix ITSM.
  • If your system does not have a sandbox dataset, asset data goes directly into the production dataset and is visible in Smart IT.


Important

  • In Smart IT, you cannot enter free text in the Manufacturer, Supplier, and Capability fields. You must select an existing (pre-configured) value for these fields.
  • The data length for some fields (such as Part Number, Serial Number, Tag Number, and Description) is limited, and you will receive an error when saving the asset record if you exceed this length. For example, the Part Number field is limited to 50 characters; if you enter 100 characters and save, an error is displayed.
  • In the Financial section, Currency fields cannot be updated.
  1. From the Smart IT menu, select Create New > Asset.
    image2021-2-26_15-33-13.png
    You can click on the icons on the left of the screen to navigate to the specific section, such as Location, Financials.
  2. In the Type list, type the asset type. For example, Computer System.
    After you enter three keystrokes, a list of asset types that match what you entered is displayed. Select the required asset type from the list.
  3. In Asset name, enter the asset name.
  4. In Description, enter more information about the asset.
  5. In the Company list, type company name. After you enter three keystrokes, a list of companies that match what you entered is displayed. Select the required company from the list.
    By default, the company of the logged in user is displayed. For more information on configuring company access, see Granting people access to companies.
  6. From the Status list, select the status of the asset.
    By default, the status is Deployed.
  7. Click Save.
    The new asset is created. You can enter additional information as required.

The following examples show how to create and update assets in the production and sandbox dataset. The procedures are similar for all asset types.

Example 1: Creating a new asset in the production dataset

Allen has ordered a new computer system and he wants to add it as a new asset in the system. 

  1. Allen logs in to the Smart IT universal client with Asset Admin permissions and chooses Create New > Asset from the menu.
  2. He specifies Computer System for both the Type and Subtype and clicks Continue.

  3. He enters information in the required fields, Name and Description. 

    Best practice

    When creating an asset name, follow a consistent naming convention. According to IT Infrastructure Library (ITIL) guidelines, identifiers should be short but meaningful, and for hardware, not based on supplier device names. For example, the name might include an indicator of the item's function followed by a numeric code, such as MONITOR100.

  4. After Allen specifies the Company, he can also specify the categorization and cost center. These fields depend upon the company and only become enabled after a company is selected.
  5. For the Status, Allen chooses Ordered.
  6. Allen decides to enter more information about the asset at a later time, and saves the asset.

Example 2: Updating an asset in the sandbox dataset from a mobile device

Bob is a field agent working on a ticket for a malfunctioning projector in a conference room.

  1. From his phone, Bob logs in to Smart IT and scans the barcode on the back of the projector.
    The asset profile for the projector opens.
  2. He notices that there's no image associated with the asset, so he carefully compares the manufacturer, model, and serial number on the projector with the information in the asset profile to make sure it is the same.
  3. Bob adds some trailing zeros to the serial number in the asset profile, so it matches the number that he found printed on the projector.
  4. To save time for other field agents in the future, he snaps a picture of the projector with his phone, and adds the image to the asset profile.
  5. When he saves the profile, a message appears indicating that his changes must be reconciled. 

To modify assets in a progressive web application

The following video shows you how to modify an asset and use the additional functionalities in the asset UI of a progressive web application:



icon-play.pnghttps://youtu.be/6rDEKo9tREQ 

Perform the following steps:

  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. Perform one of the following steps:
    • Click the image2021-3-17_13-24-38.png icon.
    • Click the Status field.
  4. Update the required fields.
  5. Click Save.

To update the primary contact in Smart IT

When editing the asset profile, you can specify the role of the primary contact of the asset, and then enter the person’s name. The primary contact can have one of the role specified in the Role list such as Managed by, Used by, Owned by, and so on. Irrespective of the role specified in Smart IT, in BMC Helix ITSM, the person related with the asset is indicated as the primary contact of the asset.

Note that the roles specified in the People tab of the asset are secondary in nature, and are specified for further reference.

This section also provides information about the asset location. In the Asset Site - Region > Asset Site - Site Group > Asset Site fields you can specify the asset location. These are dependent and out-of-the-box fields. Based on the company you have specified, options under these site location fields are displayed.

  1. Open an existing asset profile from the Asset Console, or by clicking or tapping the asset name in a ticket, people profile, or asset profile.
  2. Open the primary contact section for editing:

      • (Universal client) Click the pencil icon.
      • (Android devices) Tap the menu (three dots symbol), and then tap Edit.
      • (iOS devices) Tap Actions, and then tap Edit.
  3. Update the primary contact, and then click or tap Save.

To change the status of an asset

The status of the asset describes the current phase of its lifecycle in the organization. The status also specifies the current condition of the asset. For example, the status specifies that the asset is broken and is into maintenance, or is transferred to another location.

The following video shows you how to change the status of an asset to In Inventory in a progressive web application:



icon-play.pnghttps://youtu.be/8h3rg4Mk83k

  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.

  3. Click Status. The following statuses are displayed.

    Status

    Description

    Deployed

    The asset is available for use.

    Received

    The item represented by the CI is received in shipping.

    Being Assembled

    The item is being assembled.

    In Repair

    The item is down for maintenance.

    Down

    The item is down, but not yet in maintenance.

    End of life

    The item is no longer being deployed.

    Transferred

    The item is transferred to another location.

    Delete

    The CI is marked for deletion.

    In Inventory

    The item is in inventory but not yet deployed.

    On Loan

    The item is on loan to another location.

    Disposed

    The item was disposed of and no longer available.

    Reserved

    The item is reserved and taken out of inventory.

    Return to vendor

    The item must be returned to the vendor as damaged or unwanted.

  4. Perform the following steps only if you have selected In Inventory in step 3.
    If the Note dialog window is not displayed for the selected asset type, you must set the In Inventory flag in the SHR:SchemaNames form to Yes. For more information, see Managing asset inventory.

    1. Close the Note dialog box.

      image2021-1-21_14-7-5.png

    2. The Select inventory location window is displayed.

      image2021-1-25_11-21-12.png

    3. In the Location box, type or select a location.
    4. From the search results displayed in Table, select the inventory location, and click Save.
      The selected location is displayed below the status.
  5. (Optional) You can enter more information in the Status Reason box, for any of the following asset statuses:
    • Down
    • End of Life
    • Delete
    • Disposed
    • Return to Vendor
  6. Click Save.
  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. From the asset profile, open the status for editing:

      • (Universal client) Click the status value at the top of the ticket.
      • (Android devices) Tap the menu (three dots symbol), and then tap Edit.
      • (iOS devices) Tap Actions, and then tap Edit.

  4. From the Status list, select a status.
    In the Update Status window, the following statuses are displayed:

    Status

    Description

    Deployed

    This is the default status selected.

    Received

    The item represented by the CI is received in shipping.

    Being Assembled

    The item is being assembled.

    In Repair

    The item is down for maintenance.

    Down

    The item is down, but not yet in maintenance.

    End of life

    The item is no longer being deployed.

    Transferred

    The item is transferred to another location.

    Delete

    The CI is marked for deletion.

    On Loan

    The item is on loan to another location.

    Disposed

    The item was disposed of and no longer available.

    Reserved

    The item is reserved and taken out of inventory.

    Return to vendor

    The item must be returned to the vendor as damaged or unwanted.

  5. (Optional) You can enter more information in the Status Reason box, for any of the following asset statuses:
    • Down
    • End of Life
    • Delete
    • Disposed
    • Return to Vendor
  6. Click Save.

To add or change the asset image

To add or change the asset image, open an existing asset profile, click or tap the Pencil icon at the top left of the asset name, and then navigate to the location of the image file.

Note

For crowdsourced assets that are not associated with an item in the BMC Atrium CMDB, you must edit the image in BMC Digital Workplace. 

To search for CIs that are in Delete status

You can search for CIs that are in Delete status from assets. On the Asset Console, to filter CIs in Delete status, select the Delete check box from the Status list.

To relate an asset to a person, company, or group

To relate an asset to a person, company, or group use the People tab. 

In Progressive web application, to access an asset, the person, company, or group must be related to the company. In a multi-tenancy environment, a user can access an asset only if one of the following conditions is met:

  • The user belongs to the same company as the asset.
  • The person, support group, organization, department, or company is related to the asset with a Used by role or a Supported by role. 
  • The user has unrestricted access to all companies.


  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. Click on the People tab.
    people.png
  4. Click People.
  5. In the People window, select People type.
    If you select Support Group, Department, or Organization from the People Type list, you have to select Company.
  6. Enter the search criteria, and click Search.
  7. From the search result, select the records that you want to relate to the asset.
    image2021-1-21_15-59-28.png
  8. Select Role. For example, Approved By, Supported By.
  9. Click Add.
    The selected records are related to the asset.

Important

A user with Asset admin permissions or a user with Asset user permission can modify the asset if the user is part of a support group that is related to the asset by a Supported By role.

  1. Click + Person.

  2. From the panel that slides into view, make a selection from the People Type menu. You can add only one people type at a time:

    If you select Person...

    a. In the Search field, type a person's name and press or tap Enter.
    b. Select the person from the search results list.

    If you select Company...

    Select from the list of available companies.

    If you select Organization, Department, or Support Group...

    a. Ensure that the information in the Company field is correct.
    b. From the list, select the organization, department, or support group.

  3. From the Role menu at the bottom of the panel, select a role.
  4. Click Add People.

To specify an outage for an asset

You must record the unavailability of the asset and the duration for which the asset is unavailable by using the Outage tab. This outage can be planned or unplanned.

  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. Click on the Outages tab, and then click Record outage.
    image2020-12-4_15-47-26.png
  4. In the Record outage window, From Unavailability type, select the required type.
  5. In Description, enter the reason for the outage.

  6. In the Scheduled start date and Scheduled end date fields, select the appropriate dates.

    Important

    If you select Unscheduled Full or Unscheduled Partial from the Unavailable type list, you cannot enter the values in Scheduled start date and Scheduled end date fields.

  7. In the Actual start date and Actual end date fields, select the appropriate dates.
  8. Click Save.

From the asset profile:

  1. From the asset profile, open the Outages tab.
  2. Specify the unavailability (outage) type, status, and description.
  3. Specify the outage start and end dates.
  4. Save.

From a change request:

  1. From Related Items for the change request, create a related outage.

    A list of assets related to the change request is shown. You can filter the list as needed.

  2. Select assets to which you want to apply the outage.
  3. Specify the outage type, status, description, start date, and end date.
  4. Save.


Important

When you create an outage for an asset, either a default support group for the asset or an assignment rule must be setup to automatically assign the support group, otherwise, an error is displayed. In the BMC Helix ITSM, you can enter the support group manually.

From the change request, you can remove the relationship to the outage.

To delete an outage, you must do so from the asset profile.

To create work info

You can update the asset with additional information by adding notes in the activity area.  You can also add attachments to the notes.

  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. In the Activity area, enter the information in New note.
    image2021-1-22_11-16-22.png
    You can search for a specific person or asset, by entering @ in new note.
  4. From Note type, select the required note type.
    You can use Note type as a filter and search for specific notes. For more information on Filters, see Updates-feed-overview. In Progressive Web applications, the Email System option is not available as a Note type.
  5. (Optional) Click Attach files to attach files to the notes.
    You can attach a maximum of three files to the note. 
  6. Click Post.
    A new note is added and is displayed in the Activity area. For more information on the activity area, see Activity-feed-overview.
  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. In the Activity area, enter the information in Add a note.
    image2021-1-29_16-26-59.png
    You can search for a specific person or asset, by clicking @.
  4. From Type, select the required note type.
    You can use Note type as a filter and search for specific notes. For more information on Filters, see Updates-feed-overview.
  5. (Optional) Click Attach files to attach files to the notes.
  6. Click Post.
    The new note is added and is displayed in the Activity area. For more information, see Activity-feed-overview.

To scan asset codes to a field in the asset profile

The asset barcode or QR Code can be scanned to populate one or more of the following fields in the asset profile:

  • Tag Number
  • Asset ID
  • Serial Number

After you save the asset record, the barcode or QR Code becomes associated with the asset. The next time a field agent scans this asset barcode or QR Code, the associated record will be displayed. For more details about the features related to scanning assets, see Scanning-assets-in-Smart-IT-using-mobile-devices.

To scan a code to a field in the asset profile:

  1. On the asset profile, tap the barcodeScan_Icon.gif icon for the field that you want to populate with the asset code.
  2. Using a mobile device camera, scan the asset tag.
    The barcode or QR Code value is populated in the selected field.
  3. Save the asset.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*