Documentation forService Desk

Computers

On this page

Introduction

In Service Desk, the Computers index page provides agents with a list of computers used by your organization.  The information on the Computers index page was collected via Discovery, imported via .csv file, or entered manually. The content is a complete inventory of all computers used throughout your organization, including all office locations.

This feature is available via the browser and mobile app.

Navigation

Assets > Computers

Active Computers index page

In Service Desk, the Active Computers Index page displays a list of all Active Computers. See List view for information on how to filter, edit, and customize index pages.

The information on the Computers index page was collected via the Discovery Agent, imported via .csv file, or entered manually. The content is a complete inventory of all computers used throughout your organization, including all office locations. 

This feature is available via the browser and mobile app.

In addition, customers who have previously customized their Active Computers index page should be aware of the following:

  • The Name and IP Address information were separated into two fields/columns in May 2022. If they do not both display in the customized view of your page, edit the view to ensure they both display.

  • For customers who have edited their Active Computers index page to include both the Last Update field and the Updated At field, the difference between the two is: Last Update = last update from the agent/scanner while Updated At = last date the record was updated (including manual updates). If the contents of the Updated At field show a date after the Last Update field, then a manual update was performed. When the Updated At field and the Last Update field match, then the last update occurred during the last scan.

  • If you don't see the Scan Origin column on the Computers index pages you can add it by going to Edit View > Columns, and then selecting Scan Origin and clicking Apply.

Information on the Details page for each computer is listed in the Computer records section.

Assets on the Computers index page

Your organization's assets are displayed in the relevant index pages such as:

  • Computers
  • Mobile Devices
  • Network Devices

When you select to display all details of a specific asset, you are provided with a great deal of data pertaining to the specific asset in addition to related information associated with the device. For example:

  • Software
  • Incidents
  • Configuration Items

Computer statuses

Statuses describe the state of the asset. The table below provides definitions for each status.

Status Status definition and when to use the status
Broken Reflects the asset is broken, but still part of your tracked inventory.
Disposed

The asset has been disposed of and you no longer need to track it in inventory.

It is best practice to maintain the asset history intact.

  • SolarWinds DOES NOT recommend deleting any asset.
  • The Disposed status removes the asset from any software license count and maintains accurate compliance reports.
  • By selecting the Disposed asset status, you will free up a SolarWinds asset license to be used on a new asset.
  • SolarWinds recommends that, if possible, you remove the agent from the computer so it no longer reports back.
Duplicate

Identifies the asset as a duplicate still part of your tracked inventory.

Often, assets with the status set to Duplicate are deleted after the duplication is confirmed.
In Repair Used when an asset is in repair and is still part of your tracked inventory.
Lost

Used when an asset is lost and is still part of your tracked inventory.

In most cases, the Lost status is used as a placeholder until the asset has been verified lost, after which the status is changed to Disposed. Some may want to mark the asset as Stolen instead of Disposed to report on all lost and stolen assets together and free up a SolarWinds asset license.
Operational Used when an asset is operational and deployed.
Replacement

When an asset is replaced and is still part of your tracked inventory.

This status can be used instead of Operational in cases where you want to report on replaced assets.
Spare

Used when an asset is a spare and is still part of your tracked inventory.

Often, a pallet of computers will arrive needing to be entered in manually. You can set their status to Spare until you deploy them and change their status to Operational.
Stolen

Used when an asset is stolen and is still part of your tracked inventory.

The Stolen status removes the asset from any software license counts so your compliance reports will be accurate.

The setting also frees up a SolarWinds asset license to be used on a new asset.

Change a device type from Computer to another type

Device types identify the exact type for each device. For example, Computer, Tablet, Phone, Switch, or Load Balancer. There are many different types available and customers can create their own. During Discovery, a device might be detected and assigned a Computer device type, but in some cases the type needs to be changed.

  1. On the row of the device you want to change, hover over the Actions column. Three buttons are displayed.

  2. Click Change type. The Change device type dialog is displayed.

  3. Use the dropdown(s) to select the correct type for the device, and then click Change.

Currently you can change device type only one at a time.

Review your computers using the mobile app

  1. Download and install the Service Desk app on your mobile device. Sign in via Single Sign-On or Google Sign in.

  2. From the menu, select Inventory.

  3. Determine whether you would like to review the Devices or Scan a new asset via the QR code.

  4. Notice the tabs on the top of your mobile screen. By selecting the Asset, Hardware, or Software tabs, you can view details about those items. The Related tab displays incidents, configurations items, and other ITSM objects that have been associated with the specific asset.

Manually update a computer record

  1. Navigate to Assets > Computers.

  2. From the All Computers index page, click the specific computer that needs to be updated.

  3. With the Asset tab at the top selected, notice that some fields have an Edit pencil to the right. Others have a Settings icon to the right.

  4. Select the appropriate icon to edit the contents of the field.

A computer's serial number is its unique identifier. If you reimage a computer, the device's serial number is still recognized as its unique identifier.

Auto-populate site and department through Discovery

To auto-populate site and department, have an administrator enable Computer Assignment Rules.

Manage computer warranties

When you enter warranty start and end dates, you can filter the Active Computers index page by Warranty status and see the computers with upcoming expiration dates or those with expired dates.

If a computer has no expiration date, Service Desk automatically sets the status to Unknown. You can create a filter on the Active Computers index page to show only the computers with the status set to Unknown.

Identify all computers with Unknown status

  1. Under the All Computers index page title, click Edit View.

  2. In the left pane on the Filter tab, click the first dropdown to select Warranty status.

  3. Under that, use the dropdown to change Equal to Not Equal.

  4. Place a checkmark next to Active, Expired, and Upcoming.

  5. Click Apply.

See Lifecycle.

Computer records

When you select a computer from the Active Computers index page, a new screen provides the following details about the selected computer:

  • Asset
    • Computer Details
    • Asset Details
    • User Details
    • Location Details
    • Custom Fields
    • Attachments
    • Picture of the computer (optional)
  • Software (including version if data is pulled via the Discovery Agent)
  • Hidden
  • Hardware
    • Resource Details
    • Computer System
    • Memory & CPU
    • Other
    • Multimedia
    • Ports
    • USB Controllers
    • Memory Slots
    • Network Adapters
    • Printers
    • Monitors
    • Physical Storage
    • Disks and Drives
  • Lifecycle
    • Warranty Information. Warranties are managed through four states:
      • Active. The warranty is currently valid based on the defined end date.
      • Upcoming. The warranty is nearing its expiration date
      • Expired. The warranty has passed its defined end date.
      • Unknown. No end date is entered in Service Desk; when someone adds an end date, the state changes automatically.
    • Dates
    • Maintenance
    • Lease
    • Purchase
  • Risks
  • Incidents
  • Configuration Items
    • Configuration Item Details
    • Configuration Item Custom Fields
    • Related Configuration Items (You can attach related assets and configuration items for asset inventory tracking as well as populating and maintaining an up-to-date CMDB.)
  • Audit
    • A detailed history of every Incident index related to the selected piece of hardware.

See also Computers index page available columns.

Computers index page available columns

By clicking Edit View, and then selecting the Columns tab, you can add/remove the following columns from the view of the Active Computers index page:

  • Preview
  • Name
  • IP Address
  • Asset ID
  • Serial Number
  • Category
  • OS
  • Memory
  • CPU
  • Warranty Status
  • Owner
  • Technical Contact
  • Last Update
  • Monitors
  • # of CPUs
  • Active Directory
  • Agent Version
  • Bios Date
  • Building/Floor/Room
  • Chrome OS Status
  • Computer Domain
  • Created At
  • Department
  • Description
  • Email
  • External IP
  • Incidents
  • Key
  • Latitude
  • Least Contract
  • Lease Expiration
  • Lifecycle Type
  • Longitude
  • Mac Address
  • Maintenance Contract
  • Manufacturer
  • Model
  • Notes
  • Organizational Unit Path
  • OS ID
  • OS Version
  • Phone
  • Processor Speed
  • Salesforce Sync
  • Service Pack
  • Scan Origin (Identifies the Discovery source for computers and network devices)
  • Site
  • Source
  • Status
  • Swap
  • Tag
  • Updated At
  • User
  • Warranty End Date
  • Warranty Start Date
  • Warranty Types
  • Zendesk Tickets

Related topics