Products and assets

Products and assets identify the product models and individual product instances owned by a customer.

With the Customer Service Management application, you can configure product models and assets.

A product is a good or a service that a company sells to and supports for their customers. A product has specific features or components which determine the agents best qualified to provide support. A product model is a specific version or configuration of a product. A product can be installed at a customer site or in-house with access provided on a subscription basis.

An asset is specific product instance that is supported for a customer. Assets can have serial numbers or asset tag numbers and can be allocated to individual accounts or to a contact within an account. Assets can also have associated support contracts.

Customer Service Management leverages the Asset application to create and maintain assets.

Create a product model

Create a record for a type of product that your company sells and supports.

Before you begin

Role required: admin

Procedure

  1. Navigate to Customer Service > Products > Product Models.
  2. Click New.
  3. Select the type of product model to create:
    • Application Model
    • Consumable Model
    • Contract Model
    • Software Model
    • Bundle
    • Consumable
    • Contract
    • Facility
    • Hardware
    • Software
  4. Fill in the fields for the selected product model, as appropriate
    Model form fields for field descriptions.
  5. Click Submit.

Create an asset

Create a record for a specific instance of a product.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

  1. Navigate to Customer Service > Products > Assets.
  2. Click New.
  3. Select the type of asset to create:
    • Hardware
    • Software License
    • Consumable
    • License
    • Facility
  4. Fill in the fields for the selected asset type, as appropriate.
    Table 1. Asset record fields
    Field Description
    Display name Name of the asset as it appears in record lists. Automatically set when asset is created, based on Asset Tag and Model fields.
    Model category Model grouping of the asset. Based on the model category selected, the asset can be linked to a configuration item.
    Model Specific product model of the asset.
    Configuration Item CI automatically created when this asset is created. The name that appears in this field is based on Model category and Model. Point to the reference icon () to see the configuration item details inherited from the asset record.
    Quantity Number of items this asset represents. An asset always has a quantity of one unless one or more of these points are true.
    • It is a consumable. Quantity is unrestricted because consumables are tracked in groups.
    • It is pre-allocated. Quantity is unrestricted when Model category and Model are defined and Substate is set to Pre-allocated.
    • It has no model and no model category.
    General tab
    Asset tag Alphanumeric information assigned by your organization to help track the asset.
    State Current state of the asset, such as On order or In use.
    Stockroom Current stockroom in which the asset is physically located.
    Reserved for Person for whom the asset has been ordered. This field is visible when the asset state is On Order.
    Assigned to Person using or primarily responsible for this item. This field is visible when the asset state is In Use.
    Managed by Person who maintains the asset. This can be different from the person in the Owned by field.
    Owned by Person who has financial ownership of the asset. This can be different from the person in the Managed by field.
    Parent Parent asset of the asset. For example, a monitor or peripheral can have a workstation as their parent asset. When a parent link is defined, the fields related to assignment and state of the child assets is set to read-only and are populated based on the parent assignment and state fields. For more information, see Bundled models.
    Class Asset group, for example, base, hardware, license, or consumable.
    Serial number Serial number of this asset.
    Substate Current substate of the asset. The available substate settings depend on the state selected. For example, the Retired state contains the Substate options Disposed, Sold, Donated, and Vendor credit.
    Location Current physical location of the asset.
    Department Department to which the asset belongs.
    Company Company or organization to which this asset belongs.
    Assigned Date on which the asset was assigned to a user.
    Installed Date on which the asset was installed.
    Comments Information about the asset that would be helpful for others to know.
    Financial tab
    PO number Purchase order under which the asset was purchased.
    Order received Date on which the asset was received.
    Request line Requested item to which the asset is linked.
    Purchase order line Purchase order line item to which the asset is linked.
    Receiving line Receiving slip line to which the asset is linked.
    Invoice number Invoice under which the asset was billed.
    Cost Price at which the asset was purchased.
    Vendor Vendor from which the asset was purchased. For assets automatically created from purchase orders in Procurement, the default value of the Vendor field is the vendor specified on the purchase order.
    Purchased Date on which the asset was purchased.
    Ordered Date on which the asset was ordered.
    Opened Date on which the requested item record was opened. The system automatically populates the field when a request line is specified.
    GL account General ledger account number with which the asset is associated.
    Cost center Group financially responsible for the asset.
    Acquisition method How the asset was acquired. Base system choices are Purchase, Lease, Rental, and Loan.

    For assets automatically created from purchase orders in Procurement, the default value is Purchase

    Expenditure type The type of expenditure.
    • Capex: Capital expenditure is a one-time expenditure, where the value is realized over the years. For example, a photocopier.
    • Opex: Operational expenditure is an on-going expenditure. For example, toners for the photocopier.
    Disposal tab
    Disposal reason Text explaining why the asset is being retired.
    Beneficiary Organization that receives the asset when it is retired.
    Resale price Value of the asset when it is retired. For example, if the asset is donated, the value used when reporting taxes.
    Scheduled retirement Scheduled date on which the asset is retired.
    Retired date Actual date on which the asset was retired.
    Depreciation tab
    Depreciation Depreciation method that is applied. Base system choices are Declining Balance and Straight Line. The depreciation value is defaulted from the associated Model.
    Depreciation effective date Date on which the specified depreciation method begins.
    Salvage value Estimated value of an asset at the end of its useful life. This value must be less than or equal to the Cost of the asset.
    Residual date [Read-only] Number of days that have passed since the Depreciation effective date.
    Residual value [Read-only] Value in the Cost field with the depreciation method applied.
    Covered by Fixed Asset List of all fixed assets that contain the asset. To add the asset to another fixed asset, double-click in the Fixed asset column, click the reference lookup icon (), select an asset, and click the green check mark.
    Contracts tab
    Lease contract Name of the lease contract that applies to the asset.
    Warranty expiration Expiration date of the asset warranty.
    Support group Group managing the contract covering the asset.
    Supported by Person managing the contract covering the asset.
    Entitlements tab (available for hardware assets)
    Hardware Entitlements Software asset license entitlements associated to the asset.
    Device Entitlements tab (available for software assets)
    Allocated condition Condition that a configuration item must satisfy to be granted entitlement for this license (available for software entitlements).
    Device Entitlements Software license entitlements associated to the asset.
    User Entitlements tab (available for software assets)
    Assigned condition Condition that a user item must satisfy to be granted entitlement for this license (available for software entitlements).
    User Entitlements User license entitlements associated to the asset.
    Activities tab
    Work notes Work notes are updated for the following cases:
    • Updates to Assigned To, Managed To State, Substate, and Reserved fields of asset. The columns for these fields are audited by default and any update is recorded in the work notes.
    • Work notes for hardware and software assets are updated when asset is received by a purchase order and transfer order. These work notes help in tracking life cycle of the asset.
    Related links
    Calculate Depreciation Click to calculate the depreciation amount and residual value.
    Delete Assets Only Click to delete the assets and not the associated CI.
  5. Click Submit.