Assets No Longer in Use

Is there any way to ensure assets that are marked as Out of Service no longer appear in the selection to be associated with a ticket? We still need the historical information for reporting, but we have a number of older assets that are out of service and shouldn't appear in the list of search results when looking for an asset to associate with a new ticket request.



Asked by Amy (Dube) Hodgdon on Fri 1/26/24 2:14 PM
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Answers (3)

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Amy (Dube) Hodgdon Fri 1/26/24 3:44 PM

Hi Mark,


I’m speaking of associating an asset with a ticket from a ticketing application. For example, if you open an existing ticket and select the Assets tab at the top of the ticket window, you can associate an asset to that ticket request.

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Thank you for that information as the context does make a difference. Are you then using the type-ahead field to find the asset in question, or are you entering the search/lookup page to locate it?

Either way, I believe the system will show you assets from all statuses that are currently Active in the Assets/CIs apps that you can access. So the answer would be that there isn't a way short of deactivating the status entirely, to make assets containing that status to not show up there.
- Mark Sayers Fri 1/26/24 3:51 PM

Amy (Dube) Hodgdon Fri 1/26/24 3:57 PM

Yes, I'm using the typeahead. It seems to be reasonable to expect that an asset in an "out of service" status shouldn't be able to be used. Let's say the status is "Retired" - if I mark that status as Inactive then I can't use it to mark assets as retired - when I want to retire assets I'd have to reactive the status, mark things as retired, then deactivate the status to have it disappear from the list.

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Right, I do see your point, but the system also does allow you (unless you specifically exclude it when looking up assets) to see all assets in the app(s) you can access, just like you can do for tickets in a ticketing app regardless of status unless you filter them out. - Mark Sayers Fri 1/26/24 4:00 PM

Mark Sayers Fri 1/26/24 3:04 PM

Hello Amy,

On what screen more specifically is it that you do not wish for these assets to appear? Is it the service request page in the client portal, or ticket create screen in TDnext, or somewhere else?

Please indicate the interface and if applicable, the tab name of the location of the page you refer to.

Mark Sayers
Sr Support Consultant, CS

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