Looking for best practices using Assets

[Shawn_Giese]

Hi, looking to manage virtual things like contracts, exceptions with the assets. Ideally, any service ticket for a team would show all the teams assets (contracts / exceptions). 

I had thought that we would be wiring up a window of sorts to the asset data but it looks like we are adding asset ids into each ticket. Is there any way to just show links to related assets instead of actually embedding the selected asset into a selected ticket? 

So we made:

* asset object for all team names

* exception object with team names linked to previous object

Then a custom field to display exception objects where we want

Then automations to:
* update the team names if a team name is not already on the list

* populate the custom field with the exception object, filtered by team name in the ticket.

Hard to get the filtering right as the AQL filters on AQL based custom objects but the global filter seems to work.

Not sure about reporting on this data... maybe there are some guides for reporting on assets.

The custom field shows an "add exception" type actin button but it just adds from existing assets. Would be cool if that could either be a "create exception" button or simply not shown, all exception objects are already filtered.

Seems like it will be challenging to keep in sync without constant automation checks (why we would like to simply show an passthrough AQL query in tickets that is always up to date instead of assigning each individual asset exception object to each of the teams tickets.)

Assets are new to us... any best practices or suggestions are welcome.

[Arkadiusz Wroblewski]

Hello @Shawn_Giese 

I’d avoid automatically bulk-adding every matching Exception to a ticket. Assets fields store specific references, so this will quickly clutter your issues and risk hitting the 20-object limit per field.🙃

You can store the Team object on the ticket and link your Contracts and*Exceptions to that Team within Assets.

Agents can use the object graph for context, and you'll only need to attach a specific Exception if it's directly required for issue reporting.

For your field filtering, your AQL seems right for me, just ensure you use the custom field ID instead of the name: `objectType = "Exception" AND Team = ${customfield_xxxxx.label}`.

Best,

Arkadiusz🤠