Using and managing IT assets in ticket workflows

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<p id="docs-hc-snippet" style="display: none;">IT assets are things, such as hardware and software, that IT teams need to procure, allocate, refresh, and retire over time. Within Zendeskassetsare the records for each asset type. The information captured varies by asset type and is defined by admins.</p>
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<p class="p">IT assets are things, such as hardware and software, that IT teams need to procure,
allocate, refresh, and retire over time. Within Zendesk <em class="ph i">assets</em> are the records
for each asset type. The information captured varies by asset type and is defined by
admins.</p>
<p class="p">Individual assets can be assigned and viewed by agents. Additionally, admins can create
new asset records and modify details of existing assets.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_ujl_4xg_bhc__ul_v4k_dcr_bhc">
<li class="li"><a class="xref" href="#topic_vv4_2cr_bhc">Assigning IT assets in tickets</a></li>
<li class="li"><a class="xref" href="#topic_qpk_32r_bhc">Viewing an asset's details from a ticket</a></li>
<li class="li"><a class="xref" href="#topic_bx1_4ds_cjc">Performing asset management actions from a ticket</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_ujl_4xg_bhc__ul_i2b_j1y_chc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">Turning on IT asset management in
Zendesk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090" target="_blank">Creating and configuring asset types in Admin
Center</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vv4_2cr_bhc">
<h2 class="title topictitle2" id="ariaid-title2">Assigning IT assets in tickets</h2>
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<p class="p">When a support or service request is related to an asset, agents can use the context
panel to assign an asset to users and organizations.</p>
<div class="p">
<strong class="ph b">To assign an asset from the context panel in a ticket</strong><ol class="ol" id="topic_vv4_2cr_bhc__ol_sbm_bfr_bhc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Zendesk Support</a>, open a
ticket.</li>
<li class="li">In the ticket, click the IT asset management icon (<img class="image" id="topic_vv4_2cr_bhc__image_jk5_mfr_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">) in the right sidebar.</li>
<li class="li">(Optional) In the Assets panel, select the user or organization for which you
want to assign assets.<p class="p">The default value is the ticket requester.</p>
</li>
<li class="li">Click <strong class="ph b">Assign asset</strong>.</li>
<li class="li">Click <strong class="ph b">All assets</strong> or the name of a specific asset type.</li>
<li class="li">Select an available asset and click <strong class="ph b">Select</strong>.</li>
<li class="li">Select the asset's <strong class="ph b">Status</strong>.</li>
<li class="li">Click <strong class="ph b">Assign</strong>.<p class="p"><img class="image" id="topic_vv4_2cr_bhc__image_mvg_xgr_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_asset_assigning.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qpk_32r_bhc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing an asset's details from a ticket</h2>
<div class="body">
<p class="p">Agents can see a summary of key information about assigned assets in the IT asset
management view in the context panel. An agent can open an asset's details directly
if they need to learn more about an asset already assigned or are considering
assigning it to the selected user or organization.</p>
<p class="p">The data tracked for each asset is defined by admins through a combination of the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090#topic_cjf_ywq_bhc" target="_blank">global asset fields</a> (including the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090#topic_odv_v2f_bhc" target="_blank">standard asset fields</a>), asset type custom
fields, and asset type custom fields inherited from parent asset types. The fields
within an asset record are organized based on their origin.</p>
<div class="p">
<strong class="ph b">To open an asset's details from a ticket</strong><ol class="ol" id="topic_qpk_32r_bhc__ol_nvc_fyx_chc">
<li class="li">In a ticket, click the <strong class="ph b">Asset Management</strong> icon (<img class="image" id="topic_qpk_32r_bhc__image_dxb_jyx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">) in the right sidebar to open the context
panel.</li>
<li class="li">(Optional) Select the user or organization for which you want to view
assigned assets.<p class="p">The default value is the ticket requester.</p>
</li>
<li class="li">Beneath the asset you want to view more information about, click <strong class="ph b">View
record</strong>.<p class="p">This opens the asset record's details in a new tab. The
asset details are read-only for agents.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bx1_4ds_cjc">
<h2 class="title topictitle2" id="ariaid-title4">Performing asset management actions from a ticket</h2>
<div class="body">
<p class="p">In addition to assigning assets and viewing asset details within the ticket
interface, admins and agents in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom roles with permission</a> can also initiate certain
asset management action flows without leaving the Agent Workspace.</p>
<div class="p">
<strong class="ph b">To initiate an asset management action from a ticket</strong><ol class="ol" id="topic_bx1_4ds_cjc__ol_ilp_kbx_cjc">
<li class="li">In a ticket, click the <strong class="ph b">Asset Management</strong> icon (<img class="image" id="topic_bx1_4ds_cjc__image_lvy_mbx_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">) in the right sidebar to open the context
panel.</li>
<li class="li">(Optional) In the Assets panel, select the user or organization for which
you want to manage assets.<p class="p">The default value is the ticket
requester.</p>
</li>
<li class="li">Next to the device you need to perform an action on, click the options menu
(<img class="image" id="topic_bx1_4ds_cjc__image_hv4_ccx_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">), select <strong class="ph b">Run action flow</strong>, and
then select one of the following options:<ul class="ul" id="topic_bx1_4ds_cjc__ul_upp_gcx_cjc">
<li class="li">Lock device</li>
<li class="li">Restart device</li>
<li class="li">Unassign device</li>
<li class="li">Erase device</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> The available actions are determined by the external services
connected to action builder, such as Jamf Pro and Microsoft Intune. If
neither of these services are connected, the only action flow option
available is <em class="ph i">Unassign device</em>.</div>
</li>
<li class="li">If locking a device through Jamf Pro, when prompted, enter a pin that can be
used to unlock the device.<p class="p">Save the pin securely. It isn't automatically
recorded in Jamf Pro or Zendesk.</p>
</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Start action</strong>.<p class="p">After the action
begins it can't be stopped. You'll receive a pop-up confirmation
notification when the action completes.</p>
</li>
</ol>
</div>
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