Asset Management
Can I edit the Asset Movement Expected Return Date?
A: Yes. You can now edit the expected return date for an asset movement after creation from v8.5.4 onwards. This allows you to update return schedules without the need to cancel or recreate the movement request, addressing real-world scenarios such as unexpected delays or rescheduling. You can update the expected return date under the following conditions:
- General Rule: The expected return date must be greater than or equal to today's date.
- For Asset Movement: Asset Transfer (Temporary): The date can be updated only until the movement status reaches "Initiate Return = Initiated". Once the return process is initiated, further updates to the date are not allowed.
- For Asset Movement: Send to Repair (Returnable): The date can be updated only until the movement is completed. Once the movement status is marked as completed, no changes to the date are permitted. Once the date is updated, its audit entry will appear in the Configuration Audit. Additionally, a notification will be sent to the user.
What are the key differences of Credential-Less and Credential-Based discovery?
A: The key differences include:
| Credential-Less Discovery | Credential-Based Discovery |
|---|---|
| Operates without authenticating into devices. It uses network-based scans (e.g., port scanning using Nmap and Npcap protocol and protocol analysis) to gather information. | Requires valid credentials to log into devices, enabling deeper access to configurations, installed software, and other details. |
| Provides basic device information such as IP addresses, MAC address, OS name, and device type. | Offers detailed insights into hardware and software inventories, OS details, configurations, and more. |
| Easier to set up because no credentials or account configurations are required | Requires configuration and management of credentials. |
This is used when:
| This is used when:
|
How can I view asset relationships?
A: You can view the relationships from the Asset Details > Relationships tab. Here, you can create and view the Relationships visually. Also, using the ‘View Relationships’ button you can view the list of relationships with the asset.
What methods are used to discover assets?
A: There are two methods used to discover assets:
- Using Poller Service
- Using Discovery Service For more details, refer to the page Asset Discovery.
Can I add multiple assets?
A: Yes, using the import feature you can add multiple assets at once. For more details, refer to the Import Assets section.
Are automations applicable for Asset Movement and Asset Management? How?
A: Yes. Using workflows automations can be applied to certain Asset Movement and Asset Management operations.
How can I track the assets in movement?
A: Using the geolocation feature you can track the assets in movement.
How can I add custom fields for assets?
A: You can add custom fields by navigating to the Technician Portal > Admin > Asset Management > Asset Custom Fields page, selecting the desired custom field, dragging and dropping it on the form to the right-hand side, filling in the details, and clicking Add. The next time when you add an asset, this field will appear in the form.
How can I control the accessibility of USB devices?
A: You can control the accessibility by creating configurations that block or unblock the USB port of assets for users. For more details, refer to Asset Configuration.
How can I associate assets to users or tickets?
A: You can associate users by defining the ‘Used By’ field in the Other Info section of the Asset Details page. Also, tickets can be associated from the Linked Events > Request tab.
How can I get a list of my assets?
A: You can get a list of all your assets by doing export. For more details, refer to the Export Assets section.
Can I create password-protected files?
A: Yes, you can create a password-protected file while downloading and exporting the assets list in Excel format.
How can I exclude the RDP agent from being blocked by Bitdefender Antivirus?
A: Yes, you can exclude the RDP Agent from scanning in the Bitdefender Antivirus. For more details, refer to the document How to Exclude Serviceops Agent from Bitdefender Antivirus Scan
How can I manage asset baselines?
A: Asset baselines record an asset's state at a specific time for change management, helping track evolution and restore configurations. You can view, create, edit, publish, and delete baselines from Admin > Asset Management > Manage Baselines. For more details, refer to: Manage Baselines
What are the different types of asset statuses?
A: Asset statuses track the progress of asset tickets (e.g., In Use, In Stock, Missing, Retired) and can be configured as default or custom. These statuses can also be mapped to CI statuses. You can manage them under Admin > Asset Management > Asset Status. For more details, refer to: Asset Status
How can I create and manage asset groups?
A: Asset groups categorize assets in the Asset List, aiding technicians in management and enabling targeted notifications. You can create, view, edit, search, and delete asset groups from Admin > Asset Management > Asset Groups. For more details, refer to: Asset Groups
How do I configure asset custom rules?
A: Asset custom rules enforce organizational compliance by requiring proper comments or approvals for asset attribute changes, preventing unauthorized modifications. These rules and the Maker Checker functionality are configured under Admin > Asset Management > Asset Custom Rules. For more details, refer to: Asset Custom Rules
What are the steps to add a new asset?
A: To add a new asset, click Create New + > Add Asset, then fill in the required details based on the asset type (Hardware, Software, Non-IT, or Consumable). The asset will then appear on the Asset List page. For more details, refer to: Adding an Asset
How can I update an existing asset's information?
A: You can update asset information via inline edits on the list page (only if Asset Form Rule is not configured), bulk updates for multiple assets, or by editing fields and performing actions on the asset's dedicated details page. For more details, refer to: Updating Asset
What are the best practices for asset management?
A: Best practices involve optimizing asset lifecycle, enhancing financial visibility, and strengthening compliance through comprehensive visibility, standardized identification, accurate tracking, maintaining histories, automating calculations, preventing risks, and streamlining procurement for hardware, software, non-IT, and consumable assets. For more details, refer to: Best Practices
How can I utilize barcode and QR code scanning for asset management?
A: Barcodes and QR codes enhance asset tracking and efficiency by providing quick access to asset details. You can configure barcode formats, add/change/print/remove barcodes, enable QR code support, create label templates, and scan/print QR codes for asset identification. For more details, refer to:
What are the different types of asset movements (e.g., transfer, send to repair, return from repair)?
A: Asset movements track assets for repair, replacement, or trial, including "Send to Repair" for faulty assets, "Return from Repair" for repaired assets, and "Asset Transfer" for temporary or permanent location/department changes. These movements follow specific multi-stage workflows and may require approvals. For more details, refer to:
How can I configure custom fields for asset movement?
A: Asset Movement Custom Fields allow administrators to customize the asset movement form by adding various field types (e.g., text, selection, input, special, advanced) to capture organization-specific information. These fields must be mapped to specific movement types from Admin > Asset Management > Asset Movement Custom Fields page. For more details, refer to: Asset Movement Custom Fields
How do I initiate and manage an asset transfer workflow?
A: Asset transfer requests follow predefined stages, which differ for permanent and temporary transfers, covering request creation, approval, initiation, receipt, and completion. For temporary transfers, additional stages for requesting and initiating return are included. For more details, refer to: Asset Transfer Stages
What is the process for sending an asset for repair?
A: To send a faulty Hardware or Non-IT asset for repair, create an "Asset Movement Request" from Admin > Asset Management > Asset Movement, select "Send To Repair," fill in details like locations, vendor, and assets, then click "Create." The asset's status will update to "Out Movement." For more details, refer to: Send To Repair
How do I handle the return of an asset from repair?
A: To return an asset from repair, ensure its "Send to Repair" request is complete (setting status to "In Repair"). Then, create a "Return from Repair" movement request from Admin > Asset Management > Asset Movement, fill in details, and click "Create." The asset's status will update to "In Movement." For more details, refer to: Return From Repair
How do I manage software categories and types?
A: Manage software categories to group similar software (with up to 5 subcategory levels) and software types to define their nature (e.g., Unidentified, Managed, Prohibited). Both are configured under Admin > Asset Management > Software Categories and Software Types respectively. For more details, refer to:
What are software rules and how do I configure them?
A: Software rules (Software Type Settings, Prohibited Software Rules, Mandatory Software, Software Normalization Rules, Auto-Uninstallation Policy) help manage software assets by defining default types, blacklisting/whitelisting, ensuring mandatory installations, normalizing data, and automating uninstallation. These are configured under Admin > Asset Management > Software Rules. For more details, refer to: Software Rules
How can I add and manage software licenses?
A: Add software licenses by providing details like name, product, type, key, and dates via the Add Software License button on the Software Licenses page. Manage existing licenses through the Software License List View for searching, importing, exporting, and configuring compliance settings. For more details, refer to:
How do I utilize the software meter?
A: The software meter tracks software application utilization by recording "Usage Duration" and "Last Used" statistics across machines. You must enable metering individually for each software asset, and you can view, configure, and delete meters from the Software Meter page. For more details, refer to: Software Meter
What are software license custom fields?
A: Software License Custom Fields allow administrators to extend the default software license form with new, organization-specific fields. These fields can be dragged, dropped, reordered, edited (e.g., made mandatory), duplicated, or removed under Admin > Asset Management > Software License Custom Fields. For more details, refer to: Software License Custom Fields
How does variance detection work in asset management?
A: Hardware Asset Variance detection identifies differences between an asset's current hardware properties and its last baseline, sending alerts to technicians. This helps identify unauthorized changes and ensures accurate asset management data. It is configured with schedules under Admin > Asset Management > Manage Baselines > Variance Detection Settings. For more details, refer to: Variance Detection
What is the process for configuring Wake-on-LAN schedules?
A: Wake-on-LAN (WOL) schedules allow you to remotely start computers. After configuring WOL on target machines (BIOS and OS settings), you can create schedules via Admin > Asset Management > Wake On LAN, defining name, description, schedule type (Once, Daily, Weekly, Monthly, Cron), and selecting target computers. For more details, refer to:
What is the purpose of asset configuration audit trails?
A: The Audit Trail tab records all actions by users and technicians related to asset configurations, providing a history of changes. This is crucial for accountability, troubleshooting, compliance, and security within asset management. For more details, refer to: Audit Trail
How do I create and deploy a USB configuration?
A: To create and deploy a USB configuration, navigate to Admin > Asset Management > Asset Configuration, click Create USB Configuration Deployment, fill in deployment details, select/create USB configurations (block/unblock), choose target computers, and set deployment policies. The deployment status can be tracked. For more details, refer to:
What are the prerequisites for Wake on LAN (WOL)?
A: For WOL to function, the target machine needs WOL enabled in BIOS and OS power management settings, an Ethernet connection with power, a compatible NIC, and continuous LAN connectivity. Both source and target machines must be on the same LAN, and the target computer should be in sleep or shutdown mode. For more details, refer to: Wake on LAN
How does asset discovery work?
A: Asset Discovery identifies assets within a network for management, supporting both On-Premise and SaaS platforms. It uses features like network, domain, cloud, and SCCM scans, and can be agent-based or agentless. Assets can be discovered using Discovery Service or Discovery Poller Service. For more details, refer to: Discovery
What are the prerequisites for asset discovery?
A: For agentless asset discovery on Windows, you need PowerShell v3.0+ with specific WinRM configurations (TrustedHosts, AllowUnencrypted, Basic Auth, MaxConnections, etc.). If PowerShell is disabled, UAC must be allowed, and specific Windows Management Instrumentation and Remote Service Management inbound firewall rules must be enabled. For more details, refer to: Discovery
What are the asset type-wise prerequisites and port details for device discovery?
A: Device discovery requires specific prerequisites and open ports depending on the asset type:
- Windows machines: Local/Domain Admin rights, WMI service enabled, firewall rules allowing WMI, and disabled Remote UAC (for workgroup) on TCP ports 135, 445, 5000–6000, 49152.
- Linux/Unix devices: SSH service enabled, sudo user rights, firewall allowing SSH on TCP port 22. If using SSH Key, the public key must be uploaded to the target device, and the private key stored securely in ServiceOps.
- SNMP devices (routers, switches, printers, storage): SNMP enabled, connectivity between server and device, SNMP data traffic allowed from ServiceOps server, and ServiceOps server IP allowed on UDP port 161. SNMP v3 may require auth/encryption.
- VMs and hosts from VMware infrastructure: vCenter/ESXi accessible, root user rights, and API access enabled on TCP port 443.
- EC2, RDS, and other AWS resources: AWS Access Key ID & Secret Key, IAM role with
ec2:Describe*+ relevant permissions, and API enabled on HTTPS TCP 443. - VMs, storage, and other Azure resources: Azure App Registration (Client ID, Tenant ID, Secret), API permissions assigned (Azure RM read access) on HTTPS TCP 443.
- VMs and clusters in Nutanix: Prism Central accessible, Admin API account, and v2/v3 Nutanix API enabled on HTTPS TCP 9440.
- Secure authentication to APIs & cloud services: OAuth Client ID & Secret, Redirect URL configured, Token endpoint and scopes defined on HTTPS TCP 443. For more details, refer to: Discovery
How do I manage credentials for asset discovery?
A: Motadata ServiceOps allows you to upload and manage credentials in a central repository for authorized network access during asset discovery. You can add, edit, or delete credentials from Admin > Discovery and Agents > Credentials page. Credential types include WMI, SSH, SNMP (v1/v2c), SNMP v3, VMware, AWS, Azure, Nutanix, and OAuth, each with specific parameters, prerequisites, and required ports for successful authentication. For more details, refer to: Credentials
Which are the supported OS versions for asset discovery?
A: The supported OS versions for asset discovery are:
Linux OS Version List: Ubuntu, CentOS, RedHat, Mint, openSUSE/SUSE, Debian, Oracle Linux, Fedora OS, SunOS, VMware, VMware Photon, Solaris, IBM, Rocky Linux, Almas Linux
Mac OS Version List: macOS ("26", "15", "10.15", "10.16", "12", "13", "14")
Windows Server OS List: Windows Server 2012, Windows Server 2016, Windows Server 2019, Windows Server 2022, Windows Server 2025
Windows OS Version List: Windows OS v10 and above
For more details, refer to: Discovery page.