In a technician audit, assigned technicians (SDAssetAuditor) physically verify users' assets and record asset details by using the ServiceDesk Plus Cloud mobile application.
Contents:
Before starting an audit, the SDAdmin or SDAssetAuditAdmin must first create an audit on the application, assign technicians as auditors, and define the criteria for selecting assets to be audited.
Go to Assets > Asset Audit > New Asset Audit.
An audit will be created.
Configure the criteria of assets to be audited.
On the asset audit list view, click the newly created audit to open the asset audit details page.
In the Audit Details tab, click Add Conditions under Asset Conditions.
In the pop-up, select the product type. You can either select auditing of all product types or only some product types.
All Product Types: Choose this option to select all product types for the audit.
Additionally, you can also use advanced criteria to set conditions to further filter the assets to be audited.
Enable Use Advanced Criteria.
Choose the column, operator, and value.
Use the 
icons to add/remove criteria.
Switch between AND/OR conditions for multiple criteria.
Click the 
icon and drag the criteria horizontally to add it as a sub-criteria to the preceding one. You can also use this icon to reorder the criteria.
Click Save after you have configured the conditions.
To edit the asset conditions, click 
against the section.
After you have configured the asset conditions, select the sites in which the assets must be scoped, and technicians who should audit the assets in each site. Only technicians with the SDAssetAudior role will be listed in the pop-up and can be assigned as auditors.
Under Site/Technician Configuration, click Add Site Configuration.
On the pop-up, select the site from which assets must be scoped for the audit.
Add instructions for technicians who will be auditing the assets.
You can choose to allow any technician in the site to audit or only specific technicians. Select the radio button as preferred.
When Selected Technicians is chosen, you can choose to apply the audit instructions to all auditors in the site or provide custom instructions for specific technicians.
When Custom Instructions is selected, use the text boxes to provide separate instruction for different technicians.
Click Save.
Add multiple site/technician configurations by clicking Add Site Configuration.
Click 
to edit or delete the configuration.
In the Edit Site Configuration pop-up, you can edit only auditor instructions. The auditor's status can be edited only after the audit has started.
Click 
against a configuration to expand it to display more details.
You can add more technicians by clicking Add Technician.
Select technicians using the check box to edit or delete them. You can also click 
against the technician to edit or delete that technician.
While editing the technician, you can edit only their audit instructions. Their audit status can be edited only after the audit has started.
After setting the asset conditions and site/technician configuration, all assets selected for auditing will be listed under the Assets In Scope tab.
You can view details such as asset type, assigned user, asset state, and associated site.
Before starting the audit, you can modify asset conditions or site/technician configurations as needed. You can initiate the audit by clicking Start Audit at the top of the details page.
After the audit begins, asset conditions and site/technician configurations can no longer be modified.
When you start an audit, the status of the audit changes to In Progress, which is reflected on the details page. At this stage, auditors verify assets and record their ownership.
The Pending tab will contain all assets to be audited.
Technicians can audit assets using the ServiceDesk Plus Cloud mobile app.
Tap Assets > Asset Audit.
Tap the asset audit to view more details.
The following tabs will be displayed:
Sites: For SDAssetAuditor, only audit sites where they are assigned as an auditor will be displayed. For SDAdmin and SDAssetAuditAdmin, all audit sites will be displayed.
Go to the Sites tab and tap the site where you want to perform the audit.
You can also use the search bar to find a site by name.
Step 2: Choose an Auditing Method
You can audit in the following ways.
From Pending Assets:
Go to Pending Assets to view a list of assets that are yet to be audited.
|
Field |
Explanation |
|
Audit State |
Select whether to mark this asset as Audited or Missing. |
|
Name |
These fields will be auto-populated per the asset details and cannot be deleted. |
|
Product Type |
|
|
Product |
|
|
State |
|
|
User |
The user of the asset is auto-populated. You can edit this field if the associated user is different. |
|
Location |
Enter the location of the asset. |
|
Attachments |
Add attachments, if any, to the asset. |
|
Comments |
Add comments, if any, regarding the asset. |
Using the Audit Assets option:
Tap Audit Assets at the bottom of the screen.
Use the search bar to find an asset by name or asset tag. The search will look for the asset name in the inventory and list matching results.
You can also tap Scan Barcode/QR Code/RFID to search for an asset by using barcode or QR code.
Tap the user icon 
on the search bar to search for assets by user.
You can either tap the asset to audit it or tap the + icon in the top-right corner to add the asset as a new asset.
Fill out the following fields when adding the asset as a new asset.
|
Field |
Explanation |
|
Asset Name |
Provide a name for the asset. |
|
Barcode |
Enter the code. You can also tap Scan Barcode/QR Code/RFID to scan the barcode. The scanned value will be mapped to the Barcode field by default. You can also map the scanned value to another field under Mapping Field.
|
|
Product Type |
Select the asset type. |
|
Product |
Select the product. |
|
Mapping Field |
Select the mapping field to copy the scanned barcode/QR code value to that asset field. The value can be mapped to the asset tag, bar code, or serial number. |
|
State |
Select the asset state depending on its usage, such as, In Use, In Store, or Expired. |
|
User |
Select the user who owns this asset |
|
Associated To |
Select the associated asset. |
|
Department |
Select the associated department of the user. |
|
Site |
Select the asset site. |
|
Retain Associated Asset/User/Department's Site |
If this option is enabled, you can select the site of the asset. If disabled, the user's site is mapped to the asset. |
|
Attachments |
Add attachments, if any, to the asset. |
|
Comments |
Add additional comments, if any, regarding the asset. |
The Pending Assets screen also has a search option that allows you to search for assets in the inventory.
If an asset is added as a new asset, it will be moved to the Newly Identified tab in the web application.
If an audited asset is not within the scope (not included in the audit based on asset conditions and advanced criteria), it will be moved to the Out of Scope tab in the web application.
When the audit is in progress, you can record the auditor's status or progress under the Audit Details tab.
Go to the Site/Technician Configuration section.
Click 
against a configuration and select Edit.
Select the auditor's status as Yet to Start, In Progress, or Completed based on their progress on the audit.
If all auditors in the site have completed the audit process, you can directly click 
against a site configuration and select Mark as Completed.
Additionally, you can also change the status of each technician in the site.
Click 
against a site configuration to expand it to display more details.
Select the technicians using the check boxes and click Edit to mark the status, or click Mark as Completed.
You can also click 
against a technician to edit or mark their progress as complete.
If a technician's status is marked as completed, they will no longer be able to audit assets on the ServiceDesk Plus Cloud mobile app. However, SDAdmin or SDAssetAuditAdmin can change their status from Completed to In Progress to allow them to resume auditing.
Technicians can also mark their progress as completed from the ServiceDesk Plus Cloud mobile app.
Go to the respective site in the audit and tap the 
icon.
Enter comments related to the audit and tap OK.
This completed status will be updated in the Site/Technician Configuration section.
During the audit process, assets will be categorized into the following tabs:
Audited/Missing: Assets marked as Audited will move to the Audited tab, while assets marked as Missing will appear in the Missing tab.
Newly Identified: Assets identified during the audit that are not yet added to ServiceDesk Plus Cloud will be listed here.
Out of Scope: Assets that were not included in the audit scope (not included in the audit based on the asset conditions and site configurations set) will appear in this tab.
Identified Differences: Assets with differences, such as a change in the user or location discovered during the audit, will be listed here.
After the technicians complete the auditing process, you can close the audit to review the findings. Click Close Audit at the top of the page. The audit status will change to Under Review.
Unaudited assets that were listed in the Pending tab will be moved to the Missing tab.
At this stage, you can take actions on assets categorized in the following tabs:
|
Tab |
Actions |
|
Audited |
Move asset to Pending or Missing tab. |
|
Missing |
Move asset to the Audited tab.
Modify the asset's state. |
|
Newly Identified |
Add as a new asset. |
|
Out of Scope |
- |
|
Identified Differences |
Update asset differences. |
Click 
against an audited asset to move it to Missing assets.
Provide the following information:
Reason: Select the reason the asset is missing with the user.
Comments: Fill out comments regarding the asset, if any.
This information will be displayed for the asset under the respective audit tab.
To mark multiple assets as pending/missing, select them using the check boxes, and click Mark as Missing.
Click 
against a missing asset to audit or modify its state.
When auditing the asset, fill out the following. This information will be displayed for the asset under the respective audit tab.
Assigned Location: The initially assigned location of the asset will be populated. This field cannot be changed.
Actual Location: Enter the actual location of the asset.
Assigned User: The users associated to the asset will be populated. This field cannot be changed.
Actual User: Enter the user who was initially assigned to the asset.
Comments: Provide additional comments, if any, regarding the asset.
Attachments: Attach files related to the asset, if any.
When modifying an asset's state, fill out the following details in the pop-up:
Select the asset state from the drop-down.
If the asset state is In Use, select the assigned user of the asset and their department.
You can also choose an alternative asset associated to the user to auto-populate the Assigned User and Department fields.
This Site field is pre-populated and cannot be edited if the Retain Associated Asset/User/Department’s Site option is selected. This option maps the asset to the newly assigned user's site. However, disabling this option will make the Site field editable, allowing you to map the asset to any site. Learn more.
Assets discovered during the audit that are not yet added to ServiceDesk Plus Cloud will appear here.
To add the newly identified assets to the Assets module, select the assets using check boxes and click Add as New Asset, or click 
> Add as New Asset against an asset.
To associate asset details with an already existing asset in the application, click > Map to Existing Asset against the asset. On the pop-up displayed, select the asset you want to map to, and click Map.
If you have wrongly mapped the asset, you can click 
> Unmap from Existing Asset against the asset to undo the mapping.
If an asset that was not included in the audit scope is audited, it will be listed under this tab.
No actions can be taken on the assets in this tab.
Assets identified with changes during the audit, such as a user or location update, will be recorded in this tab.
To apply these changes in the application, click 
> Update Asset against an asset.
Alternatively, you can also select multiple assets by using the check boxes and click Update Asset.
