Asset Management
Get quick answers to common asset management questions in ServiceOps, so you can track, manage, and audit your IT assets with confidence.
Common questions about asset management in ServiceOps, for IT Admins and Technicians.
Can I configure different uninstallation actions for Windows, Linux, and macOS in the same rule?
A: Yes. The Add/Edit Software Rule form includes dedicated OS tabs for Windows, Linux, and macOS. You can configure platform-specific silent commands or custom scripts within a single unified rule without creating separate rules per operating system.
Does auto-uninstallation work for software discovered without an agent?
A: Yes. Prohibited software rules evaluate software detected via both Agent-based and Agentless discovery. When the policy triggers, ServiceOps applies the configured OS action to the matching installations.
What if I don't know how to write a script for software uninstallation?
A: No scripting knowledge is required. Choose the Silent Uninstall Command action type and enter the standard silent uninstallation switches for the application, for example, /qn or /quiet. Alternatively, paste a single-line command directly into the Script Content field without writing a full script file.
Will the user see command prompts or popups during uninstallation?
A: No. The Motadata Agent runs uninstallation tasks silently in the background under system privileges. The active user session is not interrupted and no prompts or popups appear on screen.
What is the difference between Hostname and Asset Name?
A: Hostname and Asset Name are often similar, but they serve different purposes:
| Aspect | Hostname | Asset Name |
|---|---|---|
| Definition | The network identifier assigned to a device by the operating system. | The display name or identifier used in the asset management system. |
| Source | Retrieved from the device itself (Windows, Linux, macOS). | Defined by the asset management tool, discovery process, or administrator. |
| Uniqueness | Should be unique within a network or domain. | May or may not be unique, depending on naming conventions. |
| Purpose | Used for network communication and device identification. | Used for inventory, tracking, reporting, and business identification. |
| Example | LAPTOP-ABC123, SRV-DB01, web-prod-01 | John's Laptop, Production Database Server, Finance-PC-01 |
| Can it change independently? | Yes, the hostname can be changed on the device. | Yes, the asset name can be renamed in ServiceOps without changing the device hostname. |
Example: Suppose a user's laptop has a Hostname of LAPTOP-A7K92P and an Asset Name of Rosy's Laptop. The operating system and network identify the device as LAPTOP-A7K92P, while ServiceOps displays it as Rosy's Laptop for easier identification.
In ServiceOps Discovery:
- The Hostname is collected directly from the discovered device.
- The Asset Name is initially populated from the hostname but can be edited by an administrator.
- Discovery reconciliation and duplicate detection rely on identifiers such as Hostname, IP Address, MAC Address, or Serial Number, not the Asset Name.
A common practice is to use the hostname as the initial asset name during discovery and then customize it to reflect business context.
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:
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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