How do we update Asset Action in Agent Workspace? we can do it in the native view.

[Chris Armstron1]

We're trying to transition our second line support team to Agent Workspace. To do this we are taking some time to make sure that all of the activities they perform in the native view are possible in workspace.

One of these activities is causing us problems, updating the asset action. We are struggling to figure out how to enable these analysts to update the asset action on Configuration Items when closing down their Incident. In the native view this is done here:

In the same incident within the Workspace view, I can see the Affected CIs tab, but I can't see anywhere to update the asset action before closing the incident:

I believe this Asset Action column comes from the Hardware Asset Management application?

Does anybody know how our analysts can complete this activity in the Workspace view?

All helpful comments will be marked as such, thank you!!

[AnubhavRitolia]

You need to update the Related list, List Layout in Workspace View.

NOTE: Admin can only do it.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

[Chris Armstron1]

Hi,

thanks for your response, which list is the related list? does it have a name, how can the admin find this list and make these changes?

Thanks,
Chris

[AnubhavRitolia]

Hi Chris,

In Incident, List Layout need to be changed for 'Affected CIs' related list only. Screenshot below:

Please try this and let me know.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

[Chris Armstron1]

Hi Anubhav,

If we add this column into the workspace view - will the user actually be able to double click in the blank space to update the the asset action? We are thinking about adding this column, but adding the column will only help us if it enables us to use it to update the asset action on the CI, the same way that it can be done in the native view.

Thanks,
Chris