I'm interested in your description of the Asset application as standalone... can you expand a little on this? It's possible to relate Assets to Changes and Incidents from the Change Request or Incident form. Typically a customer might link the defective asset to the ticket, and raise a change request for its removal and replacement (as per the BMC Service Management Process Model process linking Incident, Change and the related CIs) - the assets can be related from those forms.
As I mentioned when working as a field technician for a major manufacturer and 3rd party service provider, if the service or change incident resolution included an asset IMAC when I completed a service incident (tasks), the service management application used by those companies captured the asset lifecycle changes occurred with drop-down fields similar to and in addition to the Status*, and Status Reason fields. To complete the change or service incident, after entering my arrival time and a free text summary of the solution, if the drop-down asset fields indicated an asset IMAC, the service management automatically brought up an asset management screen to capture asset information for the affected assets; existing, old and new as appropriate, that were mandatory fields to update before the service incident (task) could be completed. Then I was able to change the status of the incident to resolved/complete, then save, that entered a time stamp. This tight integration of service management and asset management provided the basis for accurate service management, asset management, Customer account management, and billing. The Remedy implementation of the Service Management Process Model seems very manual with comparatively standalone processes in comparison.
Is it a best practice for Remedy to relate asset IMAC status and location changes to Incidents and Changes?
If I understand your reply correctly, the support group member workflow would typically(?) open an Asset Management Console to bring up a search screen for the correct asset class, and possibly an Overview screen to reference a Change or Service Incident for the Change or Incident number, to update the asset record with the modify screen, relate the asset to the Incident or Change number, then then open a Task screen close the task. Is that correct?
Is there a user guide that walks step by step through the processes with the actions that are performed in Remedy with each step?