# Asset FAQs

**Quick links**

## [Asset Management](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20management)

- [License Consumption and Asset States](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24license%20consumption%20and%20asset%20states)
- [Unique Identifiers for Assets](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24unique%20identifier%20for%20assets)
- [Asset Import, Export and Errors](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20import%20export%20and%20errors)
- [Asset Categorization and Product Types](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20categorization%20and%20product%20types)
- [QR Codes and Barcodes](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24qr%20codes%20and%20barcodes)
- [Asset Life Cycle and State Management](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20life%20cycle%20and%20state%20management)
- [Asset Notifications and Acknowledgments](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20notifications%20and%20acknowledgments)
- [API and Data Retrieval](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24api%20and%20data%20retrieval)

## [Asset Scanning](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20scanning)

- [Probe Installation and Setup](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24probe%20installation%20and%20setup)
- [Scanning Requirements and Prerequisites](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24scanning%20requirements%20and%20prerequisites)
- [Probe Issues and Troubleshooting](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24probe%20issues%20and%20troubleshooting)
- [Self-Scan and Remote Scanning](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24self-scan%20and%20remote%20scanning)
- [Asset Assignment and Auto-Assign](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20assignment%20and%20auto-assign)
- [Common Scan Errors and Fixes](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24common%20scan%20errors%20and%20fixes)
- [Advanced Scanning and Customization](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24advanced%20scanning%20and%20customization)
- [Remote Access and Connectivity](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24remote%20access%20and%20connectivity)

## [Endpoint Central Integration](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24endpoint%20central%20integration)

- [Asset Assignment and Asset remote add-on](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24asset%20assignment%20and%20asset%20remote%20add-on)
- [Scanning Assets](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24scanning%20assets)
- [Troubleshooting Asset Sync Issues](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24troubleshooting%20asset%20sync%20issues)

## [Software](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24software)

- [Software Licensing and User Management](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24software%20licensing%20and%20user%20management)
- [API Syntax and Description](https://www.manageengine.com/latam/service-desk/help/cloud/asset-faqs%24api%20syntax%20and%20description)

## Asset Management

### License Consumption and Asset State

#### Will an asset be included in license consumption if it is moved to a disposed or expired state?

No, **Disposed** or **Expired** assets do not consume license.

#### How to create an asset state similar to Expired or Disposed State?

It is not possible to create a state similar to **Expired** or **Disposed**. However, you can rename these states as per your convenience. You can also create a custom field to store sub state values.

### Unique Identifiers for Assets

#### What are the unique identifiers for mobile devices added via CSV, MDM, and Intune sync?

| Devices added via | Unique identifiers |
|---|---|
| CSV import | Asset Name or IMEI |
| ManageEngine MDM | Serial Number & IMEI (or) Discovered Serial Number & IMEI |
| Intune Sync | Serial Number & IMEI (or) Discovered Serial Number & IMEI |

#### What are the unique identifiers for workstations?

While scanning assets via ServiceDesk Plus Cloud,

- Assets will be added or updated based on the service tag value as a priority.
- If an asset with a matching service tag is not found, the asset will be added or updated based on the matching host name.
- If the asset is not found with both service tag and host name but has Mac address identification enabled, the asset will be added or updated based on its Mac address.

#### What are the unique identifiers for printers, routers, and switches?

Printers, routers, and other devices which are scanned based on SNMP are added or updated based on the asset name.

### Asset Import, Export and Errors

#### I am trying to import a file and facing the error "Product is not compatible with the product type". How can I resolve this?

- Check if the product provided for the asset in the spreadsheet is created under a different product type in the application.
- Update the existing product to the desired product type or update the product type column accordingly in the imported file.

For example, if an asset is imported with product as "Dell 5000" and product type as "Workstation", and if the same asset is imported next time with product as "Dell 5000" and product type as "Switch", then this error will be displayed.

#### How to export mobile devices or smartphone or tablet assets?

1. Go to **Reports** > **New Custom Reports**.
2. Select the type as **Tabular Reports**.
3. Choose the module as **Mobile Devices**.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_10_02_374.png)

4. Click **Proceed to Report Wizard**.
5. Select the required columns in the **Select columns to display** section.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_10_02_375.png)

6. Click **Run Report**.

You can export data using the **Export as** drop-down available on the top right corner.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_10_02_376.png)

### Asset Categorization and Product Types

#### Where can I find the categorization of Laptops/Desktops in the asset module?

Currently, the categorization is available as a filter under **Computers** list view. However, it will be deprecated soon. Therefore, users are advised to create separate product types for laptops and desktops under Computers and update the asset's product type accordingly.

#### Is it acceptable to create a separate product type for Laptops/Desktops?

Yes, you can create product types for Laptop/Desktop, but make sure that these product types are created as child to the **Computer** product type.

### QR Codes and Barcodes

#### Is it possible to generate QR codes or barcodes in bulk for all assets?

Currently, it is not possible to generate QR codes or barcodes for all assets in bulk. However, you can bulk generate QR codes or barcodes for assets based on the product. As a workaround, you can update QR codes or barcodes in bulk using the import option.

#### How to generate asset tags or code for All Assets?

Please contact ServiceDesk Plus Cloud support with the required format.

### Asset Life Cycle and State Management

#### How can I apply the asset life cycle to existing assets?

You can assign a life cycle to an existing asset from the **Actions** menu in the asset list view. Ensure the current asset state is available within the asset life cycle.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_09_23_131.png)

#### How can I add fields to the Modify State window?

You can add a field in the *Modify* State window in assets via asset life cycle.

1. Navigate to **Setup** > **Automation** > **Life Cycles** > **Asset**.
2. Click **New Life Cycle**.
3. Add a transition. In the During phase of transition, you can mandate the field as per your requirement.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_09_28_182.png)

You cannot add a field in the *Modify* State window in assets where a life cycle is not configured.

When an asset life cycle is configured, the default behavior for the **In Use** state will not occur automatically. You will need to manually configure transitions within the life cycle settings to replicate system behavior.

1. **For Incoming Transitions to "In Use":**
   - You must configure the life cycle to make the **User**, **Department**, or **Associated Asset** fields mandatory when transitioning the asset to the **In Use** state.

2. **For Transitions out of "In Use":**
   - You need to set up a **Field Update** action in the life cycle to clear the **User**, **Department**, and **Associated Asset** fields (set them to **None**) when transitioning out of the **In Use** state.

Refer to this [help document](https://www.manageengine.com/latam/service-desk/help/cloud/asset-life-cycle) to learn more.

#### How to create a state that maintains User/Department information similar to the In Use state?

You can configure the asset life cycle and set the **User/Department** field as a mandatory field in the custom state transitions.

### Asset Notifications and Acknowledgments

#### Users are not receiving the acknowledgement link in the email when assets are assigned to them even if asset assignment notification is enabled under Notification Rules.

Add the **$AcknowledgementLink** variable in the **Asset Assigned Notification Template** under **Setup** > **Automation** > **Notification Rules** > **Asset**.

### API and Data Retrieval

#### How to get all assets via API?

By default, the GET API of assets will provide only the first 10 assets.

Use input data while using get list API as it details how and what data needs to be fetched from the server. Refer to the links below to learn more:

- Help guide for [input data format](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html)
- Help guide for [how to use input data in asset get list](https://www.manageengine.com/products/service-desk/sdpod-v3-api/assets/asset.html#url_3)

You can get a maximum of 100 assets at a time via API. You can use the `"start_index"` and `"row_count"` keys in `"list_info"` to get more assets.

Example:

```
input_data = {
  "list_info":{
    "row_count":100,
    "start_index":1,
    "fields_required":[
      "name","user","department","used_by_asset","product","state",
      "asset_tag","purchase_cost","ip_address","mac_address",
      "product_type","type","category","lifecycle","loan"
    ]
  }
}
```

Check the response for `"has_more_rows"` key. If the value is True, then there are more assets available in the server.

```
input_data = {
  "list_info":{
    "row_count":100,
    "start_index":101,
    "fields_required":[
      "name","user","department","used_by_asset","product","state",
      "asset_tag","purchase_cost","ip_address","mac_address",
      "product_type","type","category","lifecycle","loan"
    ]
  }
}
```

To get the new `"start_index"` value, use the formula:

```
start_index (previous) + row_count
```

Iterate until `"has_more_rows"` becomes false.

Refer to [this document](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/pagination.html) for pagination.

#### How to search assets based on field value?

Use `search_criteria` field to filter out the assets.

Example:

```
{
  "list_info":{
    "row_count":10,
    "start_index":1,
    "fields_required":["name","user","department","used_by_asset","product","state"],
    "get_total_count":false,
    "search_criteria":[
      {
        "field":"name",
        "condition":"like",
        "value":"router",
        "logical_operator":"and"
      }
    ]
  }
}
```

Refer to this help guide for [input data format](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html).

#### How to get required fields in the GET list of an asset?

Use the `"fields_required"` key in `"list_info"` object sent via `"input_data"` URL parameter.

Example:

```
{
  "list_info":{
    "row_count":10,
    "start_index":1,
    "fields_required":["name","user","asset_tag","serial_number","product","state"],
    "get_total_count":false
  }
}
```

Refer to:

- [Usage of fields_required](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html)
- [Sending the input_data to server](https://www.manageengine.com/products/service-desk/sdpod-v3-api/assets/asset.html#get-list-asset)

Currently, certain hardware-related fields in GET list of workstations cannot be fetched where values can contain multiple rows such as:

`processors`, `memory_modules`, `hard_disks`, `logical_drives`, `physical_drives`, `printer_details`, `mouse`, `video_card`, `ports`, `usb_controllers`, `monitors`, `software`, `service_packs`, `network_domain`, `network_dns`, `network_adaptor`.

![](https://www.manageengine.com/userfiles/866/2514/ckfinder/images/qu/2025/2025_03_17_10_02_373.png)