Why It Matters
Linking a hardware or software asset directly to a ticket gives agents instant visibility into the device’s history, warranty, and specifications without needing to interrogate the user.
How to Do It
- Open the Ticket: Navigate to Assistance → Tickets and open the specific ticket you are working on.
- Access the Items Tab: Click on the Items tab in the side panel, which will open with the Requester’s Items sub-tab displayed by default.
- Link the Asset: Use the search bar or filters to find the user’s assigned device—or switch to the Browse Items tab to search for any asset across the entire system—and click the Link button next to the item to officially attach it to the ticket.
- Manage Linked Assets: You can always view everything currently attached under the Linked Items sub-tab, and simply click the Unlink button if you accidentally added the wrong device.
Next Steps
Click into the newly linked asset directly from the Linked Items tab to verify you can quickly see its previous incident history and current status, which will drastically speed up your troubleshooting.
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