Prefilling asset when a ticket is reported
Overview
By default, when you create an incident in Service Desk or Self Service Portal, the user's devices are automatically added to the asset. You, however, can turn off the option. Read this article to learn how.
This option is applicable to:
- Incidents
- Tickets
- Service Requests
How to Disable/Enable auto-prefill asset when reporting Ticket
- Start Matrix42 Enterprise Service Management and click the Service Desk workspace.
- In the navigation area, click Settings.
- Cick the Edit action in toolbar at the top of the System Settings Preview that appears.
- Find the Incident Settings section and uncheck "Prefill Asset when reporting Ticket".
- Click DONE.
Which asset is assigned when reporting ticket
When the Prefill Asset when reporting Ticket option is enabled, in case there is more than one asset related to the user, the asset with the latest log-on date is assigned. If the user-related assets have no records about the logon, the first found asset is assigned.