Create Ticket from Asset Does Not Associate the New Ticket With the Asset

Hi,

If I am in an asset record, and I click the tab Tickets, and use the button [+ New Ticket] to create a ticket, the resulting new ticket and the original asset do not have an association. The tab for Tickets on the asset record does not list the ticket I just opened upon refresh, and the ticket I created does not have the asset listed on its Assets tab. Is this expected behavior?

Asked by Darlene Palmer on Thu 8/29/24 8:19 AM Last edited Thu 8/29/24 12:52 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Thu 8/29/24 10:15 AM

Hello Darlene,

Would you be able to record yourself taking these actions and upload that to this Question so we can review if perhaps a step in your process is causing the two to become disassociated?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
Sure. I just attached a short video. It starts with a test asset in the sandbox and I create a ticket on it. - Darlene Palmer Thu 8/29/24 11:11 AM
The "Purchasing" form you changed to when creating your ticket: it doesn't have the Asset/CI field configured to be on it by default, does it? - Mark Sayers Thu 8/29/24 12:08 PM
No, it does not have the Asset/CI field on the form. Is that the key? - Darlene Palmer Thu 8/29/24 12:10 PM
I believe so, because when I tested the same action, the form I used had the asset field included and it associated it with the new ticket just fine. - Mark Sayers Thu 8/29/24 12:27 PM
OK. Thank you! - Darlene Palmer Thu 8/29/24 12:52 PM
Yes, putting that field on the purchasing form worked for me too. Interesting. - Darlene Palmer Thu 8/29/24 12:55 PM