ITAM / Asset Tickets

Asset Tickets

Track hardware issues from report to resolution, so Carlos can swap Sophie's broken keyboard without losing the thread in Slack.

Real-world scenario

Carlos Reyes · IT Admin at Bluewave Labs

Sophie Park reported her keyboard stopped working mid-sprint. Carlos creates an asset ticket linked to her MacBook, assigns it to the Austin IT team, and moves it through the Kanban board until a replacement keyboard is installed.

Before you begin

  • ITAM license with Asset Tickets enabled
  • Devices registered in WorkVerge with workplace and default ticket team set

Overview

Asset Tickets live under ITAM → Asset Tickets for admins and under Employee Portal → Devices → Tickets for employees. Each ticket links to exactly one device; assignees come from that device's workplace default team. Status, priority, comments, and approval flows keep hardware requests auditable from Sophie's first report to Carlos closing the ticket.

For example

Sophie's ticket: "Keyboard keys sticking. need replacement" on device MacBook Pro 14 (AUS-ENG-042), priority HIGH, assigned to Carlos Reyes, status INPROGRESS while a Logitech MX Keys ships to the Austin office.

What you can do

Fastest path for employees

Sophie creates tickets from her device detail view in the employee portal, the MacBook is pre-linked and assignees populate from the Austin workplace team automatically.

Who does what

  • Admins (Carlos, Maya). Full access at ITAM → Asset Tickets: all org tickets, Kanban, analytics, approvals
  • Employees (Sophie). Create tickets for own devices; view own tickets only at Employee Portal → Devices → Tickets
  • Managers with canManageTicket. Assign and change status when their team matches the device workplace default team

See Roles & Access for the full permission matrix.

How-to guides

Related articles