I’m am starting to think I’ve been using this feature incorrectly and would appreciate some input.
When a ticket is created, say a chromebook has a broken screen, my typical process is to open the ticket, and click the “Exchange” button to the right near the affected asset. A window pops up, I scan the barcode of the new chromebook and update the status of the broken one to “broken”. Thus completing the exchange for the student. The ticket updates with the exchange as the performed action and I can resolve/close the ticket.
The issue that I am now realizing is that the ticket for the broken screen is not attached/linked to the chromebook that is actually broken. Its attached to the history of the new device - which is obviously not broken. Being able to view the ticket history of any device is a huge advantage. It seems as though any report I run for the end of the year will be wrong and this entire year’s worth of device tickets are probably attached to the wrong device.