Dear Support Team,

I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem:

Problem Description:

• The initiator has 5 assets assigned to them:

  • Computer
  • Laptop
  • Monitor
  • SIP Phone
  • Tablet

• When the initiator creates a request via email, only one asset (SIP Phone) is displayed in the "Assets" section of the request.

• After I removed the association of the SIP Phone from the initiator, a new request created by the initiator displayed Monitor in the "Assets" section instead.

• My goal is to use this functionality to connect to initiators through their assigned Computer or Laptop , as these are the assets that allow remote connections. However, currently, only one asset is displayed at a time, and it is not prioritizing Computers or Laptops.

Desired Outcome:

I need to ensure that when an initiator creates a request (either via email or through the web interface), the "Assets" section in the request displays only Computers and Laptops (or at least prioritizes them) so that I can easily identify and connect to the appropriate device.

Questions:

1. Is there a way to configure the system to prioritize displaying Computers and Laptops in the "Assets" section of a request?
2. Can we filter or limit the assets shown in the "Assets" section to include only specific types (e.g., Computers and Laptops)?
3. If this behavior is controlled by a specific setting or customization, could you guide me on how to adjust it?

Your assistance in resolving this issue would be greatly appreciated