Issue with Asset Rules and “Has Open Ticket” attribute

Question

Hi, as the title implies, I created the following rule for Chromebook Devices:

Asset rule: Device “Has Open Ticket” > set status to "In Repair"

Our technicians love it because it saves tons of daily clicks, and pretty much guarantees device status accuracy. Except I ran into a snag: when a ticket is submitted for a lost Chromebook, this rule will also apply.

I first thought : no problem! I’ll just exclude certain Ticket categories or types from the rule, except there seems to be no such filter option under asset rules? Is this correct or am I not looking hard enough?

Thank you in advance!

Daniel P · Accepted Answer

I figured it out! I was taking the wrong approach, instead of achieving thisthrough an asset rule, I should have done it through a ticket rule, where I’m able to cherry pick which categories trigger the asset status change. It works!

Hannah Bailey · Answer

@Daniel PBeat me to the punch with your own question 😁That awesome to hear that you found the solution. Was going to suggest using Ticket Rule - On a Schedule and applying the same filters with the addition to the “issue type - lost Chromebook”.

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