Asset Field: Lookup and Search Fields

Tags kcs

Question

  • What fields does an Asset field search when looking for a record?
  • What data on an asset is searched on the pop-up screen for adding an asset to a ticket?

Environment

  • Global TDAdmin access: required for adding necessary application security roles
  • Global or Application Admin access to Ticketing Application for adjusting security role permissions, and changing field settings
  • For Technicians: TDNext access
    • Technician access or higher to a Ticketing Application
    • Read-access or higher to an Asset Application
  • For Clients: Client Portal access with visibility to services that contain client-portal visible asset/CI attribute(s)

Answer

When typing in the lookahead or lookup field for an Asset, the following fields from the asset record are searched:

  • Name
  • Serial Number
  • Service Tag
  • External ID

In TDNext, technicians can also click the magnifying glass Lookup Asset/CI button on the right side of the field and filter the results by these additional attributes if they are populated on the asset record:

  • CI Type (not Product Type)
  • Location, Location Room
  • Owner or User (not Requestor)
  • Manufacturer
  • Supplier
  • Status
  • Owning or Using Acct/Dept
  • Product Model
  • Custom Attributes

Cause/Additional Information

For clients, the assets results returned when they use an asset/CI field can be configured by editing the field on the form and scrolling to the bottom to adjust whether they only see assets they own, that are owned by the department, or that are in a specific application.

For technicians, the ability to add assets to tickets requires technician access  or greater to an Asset application, though the security role does not need to have any permission boxes checked. 

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