Linking Asset with Incidents in ServiceNow

[attanhes]

We are managing assets through asset management and have noticed that we are unable to link incidents related to monitors, docking stations, tablets, etc., as they are not listed as configuration items (CIs). What is the best way to link these assets with incidents? While I can create a reference field in the incident form for this, but I am looking for an out-of-the-box (OTB) solution and insights on how others are handling similar use cases.

Our users currently link configuration items (CIs) within the incident form, and it shows on the asset record under "Incident" related tab. To ask users to refer to a separate field for assets not found in CIs can be confusing. I feel, I am missing something here.

How are others addressing this challenge?

[bammar]

I would check the reference qualifier filter for the OOB CI field on incident, it is possible its filtering out items you want it to show and in that case you can adjiust the filter  OR update some part of the asset records maybe a field your not using that is used in the OOB filter is looking for, Then youll have a situation where you will use the OOB filed to get the records. Also there may be a script trying to filter that field maybe based on the user - aka get the assets assigned to the customer in the caller field and then dynamically filter the CI, this may have to be examined.  I may not have answered it but these are some possibilities.

[Ashok Sasidhara]

Any asset that needs to be managed operationally (i.e. to raise incidents, changes etc.) should have a corresponding configuration item associated with it.  i.e. We are never supposed to raise incidents on assets. You need to create CIs for these, link those to the corresponding assets and then use the 'configuration item' field on the incident. If CIs are already populated, then link the existing CIs to the assets. Refer the following URL for basic details on how to manage assets and CIs together:

https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/asset-management/co...

[attanhes]

Hi Ashok,

Thanks for the response. Your input was helpful.

When users report issues with monitors or docking stations, such as flickering screens or broken equipment, it's challenging to manage these assets since they don't have corresponding Configuration Items (CIs), based on the out-of-the-box (OTB) configuration. What is the best way to handle and track these incidents effectively?

Our internal IT teams always link incidents or changes with CIs for operational assets without any issues. However, questions have recently arisen about how to handle monitors, docking stations, and tablets which does not have corresponding CIs but these are in asset table.

Could you please advise on the best ways to manage issues related to these assets.?

Many thanks

[Ashok Sasidhara]

If you need to track incidents for those, you should create new CI records and then link those with the corresponding assets. There is an 'Asset' field on the form of CI records and a 'Configuration item' field on the form of asset records which indicates the corresponding Asset/CI. If you have already existing configuration items for these, then make sure to link those with the corresponding assets (Check this before creating any new CIs).

Devices like monitors and docking stations can be tracked in the Computer peripherals (cmdb_ci_peripheral) CI class.