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The inventory asset field in service desk>new ticket is missing an agent

Problem:

The inventory asset field in service desk>new ticket is missing an agent

Audit>view assets does not show the agent

Cause:

For an agent to show up in inventory list, an agentstate change needs to happen which will trigger a process to list this machine in inventory or audit>view asset page
If somehow the agentstate change is not noticed by kaseya, this issue may show up.


Solution:

If its an agent the agentstate would necessarily trigger an MachAudit type discovery regardless what the Nmap probe found and it would be represented as a device and asset.This would be triggered by any on/off-line event. Sometimes an agent state may not change for a very long time and so a machAudit wouldn't be kicked.

Please perform these steps

a. Please stop the kaseya agent service on the agent
b. Please verify if the agent now shows up as offline in VSA after the check in period
c. Please verify if the agent now shows up in audit>view assets page or not
d. Please verify if the agent now shows up in sd>new ticket>inventory asset field
e. Please go ahead and start the kaseya agent service on the agent

The idea here is to force the agent to change the state so that the MacAudit is triggered and the device is listed properly

If this does not resolve the issue, please contact kaseya support as kaseya support can help you to resolve the issue

 

Applies to:

All Kaseya versions

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