Retrieve an asset value linked to a user when a ticket is created

Tania Zheng

Hi all. I work in a Help Desk and I'd like to retrieve the serial number of a user's laptop whenever they raise a ticket. 

I have a 'Serial Number' attribute stored in an 'ASSET' object scheme. Against each serial number is an 'Assigned User' (single user picker). 

Is it possible to use an automation to use a {{reporter}} smart field to go retrieve their serial number from our asset register by using the reporter as a key. 

Rudy Holtkamp

Hi @Tania Zheng ,

Welcome to the community!

To answer your question, yes you can do this. Let me demonstrate it for you.

You have this object in your Asset objectschema

A laptop called 'Laptop 1' with serial 123456, belonging to Rudy.

Now for the automation:

Use a lookup objects action, point to the correct object schema and search for

objecttype = laptop and user = {{reporter}}

Then branch on {{lookupObjects}} with object  as variable.
After that you can simply use  {{object.serial}} .
Note that you can use {{object.attributename}} to retrieve you attributes.

Good to know. If you have a referenced object as attribute, you can also use {{object.referenced_object.attributename}}

 

Good luck!