Nine Tickets on One Printer
An IT desk answers the same printer three times a month and never sees it as one printer. Since 14 October a ticket can be tied to the asset it is about, employees pick their own laptop when they raise one, and every asset carries its own support history.
A bank’s IT desk in Nairobi supports thirty-one branches. Tickets arrive as “printer not working”, “the printer at the counter is jamming again”, “HP in banking hall”. Each is answered, each is closed, and each is a separate ticket about what the desk thinks of as a separate event. Nobody in IT can say which printer it was, because the ticket never said, and nobody in finance can say why the branch keeps asking for a new one.
The ticket knows which machine
Every ticket now has a Linked assets card. Its Link an asset picker searches the asset register by tag, name or serial number, and a ticket can carry several assets — a desk with a broken docking station is two. Each can be unlinked if it was the wrong one. Linking needs the permission to manage tickets, and the asset’s tag on the ticket opens the asset page for anyone allowed to see assets.
In the mobile app an agent links an asset by scanning its label, which is how it should be done on a branch visit: the technician standing at the printer scans the sticker on the side, and there is no question which of the branch’s three printers the ticket was about.
Employees choose their own
Most tickets are raised by the person using the thing. When an employee raises a ticket from My Tickets, the form now asks Which of your assets is it about? and offers only the assets assigned to them — their laptop, their phone, their headset. They cannot pick a colleague’s laptop or browse the register; they pick from what is already in their custody, which is also a quiet check that the custody records are right.
Why custody matters here
The employee list comes from the asset register’s assignments. If the laptop someone uses every day is not in their list, the ticket is the moment you find out the register is wrong. Asset tracking with custody covers how assignments are kept.
The asset’s own history
On the asset’s page a Support tickets card lists every ticket linked to it: reference, subject, status, priority, the date it was opened and its satisfaction rating. For anyone allowed to see tickets, that card is the asset’s repair and complaint record in one place — the history a replacement decision should start from.
| Reference | Subject | Priority | Rating |
|---|---|---|---|
| TKT-001042 | Paper jam, counter printer | Normal | 3 |
| TKT-001107 | Jamming again, banking hall | High | 2 |
| TKT-001166 | Prints faint on statements | Normal | 3 |
| TKT-001219 | Paper jam during month-end | Urgent | 2 |
After a quarter, one branch printer’s card shows nine tickets, six of them paper jams, most rated 2 or 3. The IT manager takes that card to the budget meeting instead of a recollection. The ratings matter as much as the count: they are the branch staff saying, ticket by ticket, that the fix did not last. The branch gets a new printer, and the next quarter’s card for it is empty.
Nine tickets about one printer is a replacement decision. Nine tickets about “a printer” is just a busy quarter.
For how ratings reach every requester, including those without a login, see the rating every requester can now give. For the internal desk this all sits on, the internal helpdesk.
What AWRA OpsHub does today
- A Linked assets card on every ticket that links one or more assets found by tag, name or serial number, and unlinks them.
- Linking by scanning an asset’s label in the mobile app.
- An asset question on the employee’s Raise a ticket form, offering only the assets assigned to them.
- A Support tickets card on each asset page listing linked tickets with reference, subject, status, priority, opened date and rating.
More we can add to your workspace
- A maintenance work order raised straight from a ticket, carrying the linked asset across.
- Ticket counts and average ratings by asset model across the register, to compare makes before buying more.
Where we point you to a specialist
- Whether an asset is repaired, replaced or written off is a budget decision. The history informs it; the system never retires an asset because of its ticket count.
From ticket to repair to purchase
Links make the history visible. Two next steps turn it into work and into a buying decision.
A work order from the ticket
One click from a ticket to a maintenance work order on the linked asset, with the ticket referenced on the order.
Tickets by model
Ticket counts and ratings rolled up by make and model, so the next tender has evidence about which printer to stop buying.
Tell us how your IT and facilities desks handle repairs and we will return a written scope and cost.
Scope asset supportThree tests for your IT desk
How many tickets has this laptop had this year?
A good answer sounds like
A number, from the asset page.
What it tells you
If it takes a search by subject, the answer is a guess.
Can an employee say which device the ticket is about?
A good answer sounds like
Yes, from their own assigned assets.
What it tells you
Free text like “my laptop” cannot be counted later.
What did the users think of the fixes?
A good answer sounds like
Ratings beside each linked ticket.
What it tells you
A closed ticket and a solved problem are different things.
Our position
Link every hardware ticket to its asset — scan the label on a site visit, and let employees pick their own device when they raise one. After one quarter, sort the register by the Support tickets card and you will have a replacement list built from evidence. The desk was already doing the work; now the asset remembers it.
See the helpdesk
Tickets, queues, linked assets and the agent tools on one page.
Support tickets & queuesFrequently asked questions
Can a helpdesk ticket be linked to an asset?
Yes. The Linked assets card on a ticket links one or more assets from the register, found by tag, name or serial number. Linking needs the permission to manage tickets.
Can employees choose the asset when they raise a ticket?
Yes. Raising a ticket in My Tickets asks which of their assets it is about, offering only the assets assigned to them.
Where do I see all tickets for one asset?
On the asset’s page, the Support tickets card lists every linked ticket with its reference, subject, status, priority, opened date and rating.
Can I link an asset from the mobile app?
Yes. An agent links an asset by scanning its label.
