KACE Product Support Question

Assigning asset to ticket

02/22/2019 602 views


I am having trouble finding/figuring out how to assign an asset to the ticket based off who the submitter is.

Does anyone have any help they can provide with this?

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All Answers


If we are talking device assets then you will need to have the ownership settings set in the SMA options to assign ownership.

On logging a ticket if you go to the Device field and tick the "filter on submitter assigned devices" option you should only see the submitter's owned devices in the dropdown.

If you are talking about any Asset type then there is a bit more work to do. For an Assert to show ownership, within the Asset type you will need to add in an owner field. Once the owner field has a value in it i.e. a user from your LDAP import then the ownership of the asset is assigned. 

Owned assets can be found in the user record at the bottom of the screen.

As with Devices, on logging a ticket if you go to the Asset field and tick the "filter on submitter assigned devices" option you should only see the submitter's owned Assets in the dropdown.

Answered 02/25/2019 by: Hobbsy
Red Belt

  • Ive got both devices and assests auto assigning to users, but when i check the "Filter on submitter assigned assets" it gives a result of 0
    • So when you say that you have "Assets Autoassigning to users" what exactly do you mean?
      • It is set up so that "assets" match "devices" by BIOS name(service tag) so that the "assigned to" in the asset detail is the logged in user. But when we goto a ticket for one of those users it shows 0 when I try and "filter on submitter assigned assets"
      • If you are referring to the Assigned User field about 3 lines down in the inventory then that is still the Device ownership. You need to add a user type field to your Device Asset Type and that will assign the asset to an owner. If you would like a quick webex to go through an set everything correctly then I would be happy to help?
      • I guess I am confused as both the device and asset have the same "assigned to" user
      • Yep you can thank KACE for introducing that confusion.....Mr G are you reading this?? I would just need 15 mins to explain the Device/Asset Relationship, how it works and how you use it to get the results you need. Anytime, just let me know and we can set up a call
      • That would be great! Do you have a time in mind?
  • So I finally understood a bit of what you were saying and added the "owner" field in the asset table, but now I am stuck on how to have owner=assigned to. manually setting it does work for tickets now.
    • And there is the issue, the asset area of the SMA is very much a manual place to update data, unless you are using apps like the Go app or our BarKode App. The only other way you could automate would be to create a ticket rule to synchronises the fields but that is only applicable to device assets, any other type of asset would have to be updated manually to show ownership
      • Do you happen to know where custom fields are in sql for assets? I cant seem to find my new Owner field in the tables and its giving me a headache. probably going to put it aside for today.
      • Please please please just email me on the account in my profile to setup a call, you just need the right training to help you understand

Can I get some help with this also. I don't think I added the owner field properly and I do not know how to add the asset to it manually.

Answered 03/07/2019 by: thespineffect
White Belt

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