Question Why is it that certain assets in Helpdesk do not appear when searched for in a New Incident form, yet if I click the
Select an asset button, I can search for and find these assets?
Answer If an asset has been set to Inactive, the search field in the New Incidents form will not return the asset. This behavior is by design.
The asset status may have been manually set to Inactive in Helpdesk if it is unmanaged. A managed asset may have had its status set to something other than Active from within the Notification Server or Asset Management, and subsequently the Resource Synchronization task in Helpdesk changed the status to Inactive within Helpdesk.
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