Devices and who has them
Record which requester has which laptop or phone, hand devices over from a ticket, and get them back when someone leaves.
Configuration Items → Assigned to
Laptops, phones and monitors are configuration items like any other asset. They can also record who has them. Once a device is assigned to a requester (your workspace may call them customers or employees), it appears on their page and on every ticket they raise. A ticket about "my laptop" then already says which laptop, and nobody has to work out what to collect when someone leaves.
Available on plans that include Configuration Management Database. Your workspace may use another word than "device"; it can be renamed alongside the requester names.
Assign a device to someone
- Go to Configuration Items. Choose New CI for a new asset, or open an existing one and choose Edit details.
- In Assigned to, pick the person. Choose — Not assigned to anyone — to clear it.
- Choose Create or Save changes.
The asset then shows "Assigned to" with the person's name and the date since when. Assigning a device grants that person no access to anything. The separate customer setting on the asset is what decides whose environment it belongs to and who may see it.
Where assigned devices show up
- The requester's page — a card lists every device assigned to them. If there are none, it says so and points to Configuration Items.
- Their tickets — under the requester's name in the ticket's side panel, each device is a chip that opens the asset. Hover a chip for its model and serial number.
- The asset — its details show who has it and since when, with a link to their page.
Hand a device over from a ticket
The usual last step of a hardware request is giving the person their device. You can do this on the ticket itself:
- Under the requester's name on the ticket, choose Hand over device.
- Search by asset name or key and pick one. An asset someone else has is marked "(with name)".
The asset is assigned to the ticket's requester from today and linked to the ticket. The ticket's history records the hand-over, including who had the device before if it was reissued. You need a role that can edit configuration items, and the ticket must have a requester whose record is still active.
Requests that are fulfilled by a device
A service catalog item can be marked Fulfilled by device hand-over (Administration → Service catalog). When someone resolves a request for that item and no device is linked to the ticket yet, they are asked Hand over device first?:
- Hand over device opens the picker. Once a device is picked, the request is handed over and resolved in one step.
- Resolve without one resolves the request as usual.
The question only appears for people who can hand devices over, on requests that have a requester.
When someone leaves
If you sync requesters from your directory, a ticket can be opened automatically to get back the devices of someone who has left:
- Go to Settings → Single sign-on and find the directory sync card for requesters.
- Under When someone who has left still has devices, choose Open a ticket in a project (or Don't open a ticket).
When your directory then deactivates a person who still has devices assigned, a service request titled "Collect devices from name" is opened in that project. It is raised for that person and linked to every device they hold. Its description lists each device's key, name, type and serial number. The project's lead raises it, or whoever created the sync token if the project has no lead. Nothing is opened if they hold no devices.
Mark devices returned
On a ticket whose requester has been deactivated and still has devices, choose Mark this ticket's devices returned. Every device that is linked to that ticket and still assigned to them is unassigned, and the return is written in the ticket's history. Devices that are not linked to the ticket, or have already been given to someone else, are left alone.
For someone who is still active — swapping a broken laptop, say — clear Assigned to on the asset itself with Edit details.