Asset Management is the inventory record for every simulated device in the organization: computers, peripherals, network and server hardware, and stock sitting in the IT closet rather than assigned to anyone. It exists so that a device's history — who has it, its warranty and compliance status, and where it physically is — is something you can actually look up, the same as a real asset management system.
Lifecycle stages a device record tracks
- New — freshly received, not yet deployed.
- In use — assigned to an employee and actively in service.
- Repair — pulled from service for a hardware or condition issue.
- Retired — decommissioned and no longer in circulation.
Devices that are not currently deployed to anyone sit in one of a set of shelf zones — ready to issue, loaner stock, in repair, pending a wipe before reissue, or scrap awaiting disposal. This is what lets a ticket ask you to "assign a ready loaner" and have that be a real, checkable action rather than a vague instruction: the record has to actually move from one zone to a specific employee for the ticket's resolution condition to be satisfied.
Working a hardware ticket
- Open a device's record to see its asset tag, serial number, warranty status, encryption and compliance status, domain status, and full assignment and shelf history.
- When a ticket calls for a replacement, assign the replacement device to the requester — not the damaged one, which stays in inventory as a separate asset pending repair or disposal.
- If shipping is involved, create the shipment against the ticket so the tracking number lives with the incident rather than floating separately — see How Shipping Works.
- Move retired or repaired hardware to the correct shelf zone so the record matches physical reality.
Device records also carry imaging and audit fields — when a device was last imaged, when it was last audited, and free-text condition notes — so that a device's full history is visible in one place rather than reconstructed from ticket comments. Records here are what related tools check against: a NorthMail incident, a printer incident, and a directory-linked computer object all trace back to the same underlying device record you can look up in Asset Management.
The Asset Management list itself is filterable by device category — computers, peripherals, network and server hardware, or IT stock sitting on the shelf — and searchable by asset tag, serial number, manufacturer, model, hostname, department, or condition notes, so finding one specific device among a large inventory is fast even without knowing its exact identifier. Every record also tracks warranty status (active, expiring, or expired), encryption status, compliance status, and domain status, which matters on tickets that specifically ask you to confirm a device meets a security or compliance bar before it's reissued rather than just physically handed over.
Records here are genuinely persistent and connected to the rest of the platform rather than isolated to the Asset Management page. A device's assignment history, its warranty state, and its shelf zone are the same data a ticket's resolution condition checks, the same data a directory-linked computer object references, and the same data that determines whether a shipment can be created against it — one record, read and written by every tool that touches that device.
Opening an individual device from the list gives you its full detail page — everything from the general record down to the granular fields like MAC address, the linked directory computer object where one exists, and check-out history for devices that move between employees rather than staying permanently assigned to one person. This is where you go to actually confirm a device's identity before acting on it, rather than relying on the summary row in the list.