Support cases from Helpdesk
See the Helpdesk tickets linked to an asset on its page, and how tickets get linked.
The Support cases card on an asset page lists the Helpdesk tickets linked to that asset, so you can see its support history without leaving AMS.
What the card shows
- "2 open" and "5 all time" in the card header.
- One row per ticket: its number, title, status chip and how long ago it changed.
- Open in Helpdesk: opens Helpdesk's ticket list filtered to this asset. Remove the filter there with the x on the Asset filter chip.
- "No helpdesk cases linked to this asset." when there are none.
- "Helpdesk could not be reached. Case information is temporarily unavailable." when Helpdesk does not answer. The rest of the asset page works as normal; try again later.
How a ticket gets linked
Tickets are linked to assets in Helpdesk, not in AMS. On a ticket, the Asset field's Link an asset picks the asset from AMS; Change and Unlink the asset correct it. See Work a ticket in the Helpdesk articles. Knowledge articles can be linked to assets too, so they show as relevant on that asset's tickets; see Use the knowledge base.
What it does not do
AMS does not create Helpdesk tickets. To report a problem with an asset, raise a ticket in Helpdesk and link the asset there.
Switch it on
The card needs the Support cases (Helpdesk) feature switch, which is on in Advanced mode, and your workspace must have Helpdesk. See Feature switches.
Who can do thisViewerTechnicianAuditorApplication Administrator