Asset Manager Jira inclusive template

[Kjell Bennema]

Hey guys,

I am having a question and I hope that you can help me.

We are an IT company and use Jira as ticket system. In our company, we offer 2 different kinds of MSP contracts to customers. 

1. Managed Device. When customers buy a managed device and there is a problem with that device, we always fix it and the costs will be in contract, so they don't have to pay for it. These devices can be laptops, switches, routers, macbooks etc. For example, if a customer buys the Managed Device contract for his Windows laptop and experiences that his updates are not working, we will fix it and the customer will not have to pay for our time. 

2. Managed User. With managed user, the customer can ask all questions about a managed device. For example, they can ask how to put the laptop on? What does the CRTL button means? Which chargers can I use for my laptop?

The problem we have is that our customers don't buy the managed device on all of their products. This makes it difficult to know when a product is managed or not, and it also costs us a lot of time to find out. We have to choose whether our work is part of a contract or part of support when we add Tempo to a ticket.

We are thinking about using Asset Manager to fix this problem. All the managed devices will be checked, and we will fill this in once in Asset Manager.

Now, I want to know if we can choose the Asset (device) when we open a ticket and the ticket will show whether the product is managed or not. 

Also, which app do you prefer us to use?

Thank you in advance.

Kjell Bennema

Hexapole Automatiseringen B.V.