To help with reporting and audit, our team needs to ensure that every hardware ticket that gets submitted is tied to a specific asset.
Ideally, during the ticket submission process, the user should simply select the asset (based on its location, their favorites, by entering the asset tag number, etc.).
But what if the user doesn’t do this? What if, during the ticket submission process, the user instead just selects the associated model type from this junk drawer of device categories?
- Is there a way to flag these tickets as not being tied to a particular asset?
- Is there any functionality in Incident IQ to require a ticket to be associated with an asset?
- Could we prevent the ticket from being marked as “resolved” until a specific asset tag/number is linked to the ticket?
We’re finding that our users are lazy and don’t want to locate or enter the asset tag for their hardware. Or, maybe the device isn’t associated with their room, so it doesn’t show up in their favorites. Either way, we need to force tickets to have assets.
The goal is to prevent this from happening when we run reports:
I would love to hear what other folks do to try and combat this problem. Thanks.