KACE Product Support

Using these forums to refine the request, get workaround suggestions and as a sanity check is a great use of the forums. Please open a support ticket to officially reporting bugs and / or enhancements.

Jason_H, there is an enhancement request to have that linking in multiple locations. If you would like to "vote" on that bug then please contact support. It is enhancement#5545. Your post on the forums here does not go unheard today, but a helpdesk ticket is our method of tying maintenance contract votes to requests. How much support we can provide in the forums is a grey area, since we need to prioritize on maintenance customers first, but enhancements and bugs are an area where we must draw a line -- there is a clear benefit for both of us to opening a ticket for these.

You can link tickets to other types of assets, but I'm not sure what the purpose is. You can report on them, but the helpdesk tickets won't automatically be displayed in asset view when you're browsing through assets. Perhaps this is something KACE should look at modifying? It seems like this is only half-functional. However, it works in reverse - you can click a link in such a ticket that will take you directly to the associated asset.

Airwolf, the reason for this a simple cost effective audit.

To be able to view a printer / scanner / fax machines service history is vital in finding out if the hardware is being cost effective. If for example in 2 years time i view the history of one of our printers and see that the imaging unit has been replaced 4 times, then you have to think if its worth keeping of finding a replacement.

Is it possible create a filter that will automatically add an inventory item into a asset?

I wasn't questioning your purposes, I meant I was unsure of the purpose of the feature allowing tickets to be associated with other types of assets if the assets do not display their associated tickets.

You could create a custom SQL report that would list all tickets associated with Printer assets over a period of time.

Ah i understand now, and agree.

a SQL report would do the trick, but im picky and it would be nice to see it in the asset section. :)

Thanks for your help Airwolf

Jase

This is the same issue we are facing now. We are wanting to add Printers, Phones, etc to the asset module but have foudn that it would be difficult to track what Help Desk Tickets would be assigned to them. Alternitively it would be great to be able to filter/search Help Desk tickets for the Asset field. This is missing in the filter, advanced search, and the report wizard.

I spoke to Gerald over the phone and he said it was Enhancement 8305. My support ticket is 68761.

Thanks!
Mike

So there is no confusion here. 8305 and 5545 are the same thing. 5545 is better.

If the computer asset is chosen in the tickets, then the tickets will automatically show up when you look at "Help Tickets" under an inventory item.

Well its not a "computer" that has been attached as an asset.

I have created a "custom" asset and entered all the relevent information needed (its a printer)

so i have

Make
Model
S/N
Shared Name
IP Address
Location

But if i buy new toners or fuser units and install, i create a helpdesk ticket, add the printer asset (which is NOT in inventory but in Asset DB).

When you look at Assets - filter by "Printers" click on the printer asset, there is no mention of a helpdesk ticket being assigned to it.

Is my request not possible?

Jason