Creating and configuring IT asset types, fields, locations, and statuses

Assets are things, such as hardware and software, that teams need to procure, allocate, refresh, and retire over time. After IT asset management isturned on, admins can create and configure asset types and then bulk import existing asset data into Zendesk. This data is then available to agents to interact with in the Agent Workspace.


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Verified AI summary ◀▼
Create and configure IT asset types and custom fields to manage hardware and software assets. Use hierarchical structures for efficient field inheritance. Track asset locations and bulk import asset data using a CSV file. This setup allows agents to interact with asset records in the Agent Workspace, streamlining asset management and enhancing your support operations.




Assets are things, such as hardware and software, that teams need to procure, allocate,
refresh, and retire over time. After IT asset management is turned on, admins can create and configure asset types and
then bulk import existing asset data into Zendesk. This data is then available to agents
to interact with in the Agent Workspace.
This article contains the following topics:
Creating asset types
Creating custom asset fields and adding them to asset types
Creating and using asset locations
Creating and using asset statuses



Related articles:
Understanding and turning on IT asset
management in Zendesk
Editing and managing IT asset types, fields,
and locations in Admin Center
Bulk importing IT asset records




Creating asset types

Admins can use the Types page to create and manage asset types. You can have a total
of 50 asset types.

To create an asset type
In Admin Center, click
IT assets in the sidebar, then select Assets > Types.
Click Create type.
Enter a unique Name for the asset type.
If applicable, select the Parent type. Asset types can only be
nested three layers deep. You can't select an asset type as the parent
if it would result in more than three layers.

Note: The new asset
type will automatically inherit the parent type's fields and be nested
under the parent asset type on the Asset types page.

Click Create.

Add custom asset fields
to the asset type definition and add locations where assets are managed.





Creating custom asset fields and adding them to asset types

Asset fields are the schema for your asset types, defined by standard and custom asset fields, as well as the fields inherited
from parent asset types. These fields represent properties of the asset type that
you want to store and are used by agents when creating and managing assets.


Understanding the standard asset fields

The following common asset fields are pre-defined by Zendesk. These fields apply
to all assets and can't be edited or deleted.






Field name
Field type




Asset tag
Text


Asset type
Lookup relationship


Location
Lookup relationship


Manufacturer
Text


Model
Text


Notes
Multi-line


Organization
Lookup relationship


Purchase cost
Decimal


Purchase date
Date


Serial number
Text


Status
Lookup relationship (Valid values: available, in use,
missing, pending, retired, under repair)



User
Lookup relationship


Vendor
Text


Warranty expiration
Date







Creating custom asset fields

To finish creating an asset type, you must configure it with custom asset
fields. Custom asset fields can be applied to all asset types or specific asset
types only.
You can have up to 100 asset fields, including standard and custom fields.

To create custom asset fields

In Admin Center, click
IT assets in the sidebar, then select Assets > Fields. Alternatively, when viewing an individual asset type, click the
Field tab and then click Add field.

Click Create field.
Select the field type and enter a unique
Display name.
Verify that the Field key is the value you want it to be. The
field key makes it possible for the API to reference the field. When
you enter a name for the field, the field key is automatically
populated. If you want the name and key to be different, you must
edit the field key.

Note: You can't change the field key after
you create the custom object field.

(Optional) Enter a Description for the field.
(Optional) Select Required if this field must have a value when
adding or updating asset records that have this field.
Select which Asset types the field applies to:

Add to all types: Apply the field to all asset types.
Labeled as All in the asset type column of the field
list.

Add to selected types: Apply the field to the selected
asset types only. If you initiate the field creation while
viewing an asset type, Add to selected types and that
asset type are automatically selected but can be modified as
needed.



Set other properties for your field. Options vary by field
type.

Click Save.






Creating and using asset locations

Tracking the location of physical assets is important. Locations are used in the
standard Location asset field, so you can see and manage an asset’s location
in the asset record.
You can create up to 10,000 locations.

To create a location
In Admin Center, click
IT assets in the sidebar, then select Assets > Locations.
Click Create location.
Enter a unique Location name.
Click Create.





Creating and using asset statuses

There are four asset status types:
Available
In use
Unavailable
Retired


All asset statuses are associated with one of the asset status types. For example, there are
six standard asset statuses: Available, In use, Missing, Pending, Retired, Under
repair. From this list, both Missing and Under repair have the status type
Unavailable. Similarly, Missing and Retired both have the status type
Retired.
Admins can create additional custom asset statuses to suit their needs. All custom
asset statuses are associated with one of the four asset status types because
these status types are used to control asset visibility, eligibility for assignment,
and billing. Assets must have a status of Available, In use, or
Unavailable to be accessible in the IT asset management panel in the Agent
Workspace.
Note: Asset records with a status of Retired can't have an
assignee and aren't counted towards the account's billable asset records.


To create a custom asset status
In Admin Center, click
IT assets in the sidebar, then select Assets > Statuses.
Click Create asset status.
Enter a unique Name for the status.
Select the Status type.
(Optional) Enter a description to help agents understand when to use this as
an asset's status.
Click Create asset status. Custom asset statuses can be edited or deleted, as
needed.





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