Link requests to assets
Currently, we have the ability to associate requests to a user's workstation and can view the past requests associated with that workstation. The problem with this current system is that if one of the assets that make up the user's workstation is changed, the history stays with the workstation entity rather than the assets at the time of the request.
This creates problems for the eventual situation where components of a workstation are swapped out or retired over time. Ultimately, while it is handy to have the ServiceDesk system bring up a history for a workstation, it would be much more informative to have the ability to associate a request to a specific asset in a workstation when appropriate.
As an example, a user JSmith has a workstation called Workstation1134 made up of the following all attached as assets.
Dell Optiplex PC
Samsumg SyncMaster monitor
HP Laserjet printer
Logitech Wireless keyboard & mouse
If over the course of months or years, the PC exhibits various problems, resulting in numerous requests, we would be able to check the history of the workstation and see that in the past the Dell has had problems booting, occasional disk errors etc. Past solutions included reinstalling Windows, replacing drives, etc.
Eventually, the PC itself is sent in for repairs and replaced with another system, all the other assets (monitor, input devices, etc.) remaining the same. I would deassign the Optiplex asset from the workstation and assign a new Dell Precision in its place. The Optiplex eventually gets the motherboard replaced and returns from repairs and gets put into service with another user's workstation.
In this scenario, the history of problems stays with the workstation, so the brand new Precision inherits the requests of the previous Optiplex. Whereas the world-weary Optiplex gets a clean history, so when a tech gets another call about it, they won't be aware of the myriad of issues that it has brought up in the past.
This creates problems for the eventual situation where components of a workstation are swapped out or retired over time. Ultimately, while it is handy to have the ServiceDesk system bring up a history for a workstation, it would be much more informative to have the ability to associate a request to a specific asset in a workstation when appropriate.
As an example, a user JSmith has a workstation called Workstation1134 made up of the following all attached as assets.
Dell Optiplex PC
Samsumg SyncMaster monitor
HP Laserjet printer
Logitech Wireless keyboard & mouse
If over the course of months or years, the PC exhibits various problems, resulting in numerous requests, we would be able to check the history of the workstation and see that in the past the Dell has had problems booting, occasional disk errors etc. Past solutions included reinstalling Windows, replacing drives, etc.
Eventually, the PC itself is sent in for repairs and replaced with another system, all the other assets (monitor, input devices, etc.) remaining the same. I would deassign the Optiplex asset from the workstation and assign a new Dell Precision in its place. The Optiplex eventually gets the motherboard replaced and returns from repairs and gets put into service with another user's workstation.
In this scenario, the history of problems stays with the workstation, so the brand new Precision inherits the requests of the previous Optiplex. Whereas the world-weary Optiplex gets a clean history, so when a tech gets another call about it, they won't be aware of the myriad of issues that it has brought up in the past.