Related Assets

Servicecentre

I have enabled Related Assets, is it possible to make this required or added by default?

muhammad.osama

For SolarWinds Service Desk (SWSD), the short answer is: No, there is no native "Mandatory" toggle for the Related Assets section like there is for a standard custom field.

However, you can achieve your goal of ensuring assets are linked to tickets by using a combination of Forms, Custom Fields, and Automation. Here is how to approach it:

1. The "Required" Workaround (Custom Field)

Since you cannot make the "Related Assets" section mandatory, the best practice is to create a Custom Field that acts as a gatekeeper.

• Action: Create a Dropdown or Checkbox custom field called "Asset Verified?" or "Serial Number."
• Setting: Go to Setup -> Service Desk -> Custom Fields and set this field to Required.
• Logic: While this doesn't technically force them to click the "Related Assets" tab, it forces the technician/requester to acknowledge the asset before they can save or resolve the ticket.

2. The "Default" Workaround (Service Catalog)

If you want an asset to be added "by default," the Service Catalog is your best tool.

• Scenario: If you have a specific request (e.g., "Request a New Monitor"), you can pre-configure that Catalog Item.
• Action: In the Catalog Item setup, you can use Variables to capture asset information. While it doesn't "attach" the CI record to the Related Assets tab automatically upon creation, it ensures the "Evidence" (Asset Name/Tag) is part of the ticket's state from second one.

3. Automated "Asset Mapping" (Requester Assets)

SolarWinds has a native feature that helps with "added by default" behavior without you having to build anything: Owner Mapping.

• If an asset has an Owner assigned in the CMDB, that asset will automatically appear in a special "suggested" area for the technician when they open a ticket for that specific Requester.
• Action: Ensure your users are mapped to their hardware in the Assets index. This turns the "Action" of linking an asset into a single click for the technician.

4. Enforcement via "Mandatory on Resolution"

If you don't want to bother people at the start of a ticket but want to ensure the data is there at the end:

• Map a custom "Asset Tag" field to the categories where hardware is involved. The ticket cannot be closed until that field is populated.