We're running Service Manager 2012 with the latest Rollup, and Config Manager 2012. Asset Intelligence is turned on in CM, and the SM connector is succesfully pulling the information into Service Manager.
We're having an issue where for some users, the computer associated with them is showing up in Service Manager as an associated Device, rather than associated Computer (So it shows up as a User's Device under their Computers and Devices tab). While I'm not 100% sure this is causing our next issue, it's the only consistent case I can find. The next issue is that for these users, when the Helpdesk works on an Incident for them, the computer subsequently doesn't show up as an Affected User CI, so they're forced to assign them via searching the whole list after going into the users info to find the name under devices. Looking at two users in Config Manager, one whose computer shows up as a device, and one whose computer shows up as a computer, their Primary Devices both show up correctly, and are identified as Client Type Computer. If I look at the actual computers properties, all relevant fields seem to match (Agent Edition, Client Type, etc...). Same OS, version, and Service Pack level on both users computers. So I guess my question is... 1: Am I right in figuring that the reason some users computers aren't showing up as selectable Affected User CIs, is because SM has them as devices rather than computers? And 2: Why are some users computers showing up as Devices, rather than Computers? Important Warning: This message is intended only for the use of the person or entity to which it is addressed and may contain information that is confidential, the disclosure of which is governed by applicable law. If you are not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, the disclosure, copying or distribution of this information is strictly prohibited. If you have received this message in error, please forward it to Advocates Chief Compliance Officer at: [email protected]. Thank you.
