Knowledge

Overview

A Customer Asset is a specific product or service that has been sold to a customer and is now in their possession — for example, a GPON ONT Device, a fiber patch panel, or a network switch installed at a customer's site.

Tracking Customer Assets allows your team to deliver accurate after-sales support such as repairs, maintenance, and inspections, always knowing exactly which product is involved.

Note: Customer Assets are the starting point for the service lifecycle. From an asset, you can create Requests, Estimates, Work Orders, and Service Appointments — all accessible directly from the asset's detail page.

Configure Prefix Settings

The Customer Asset Code is auto-generated by the system based on your Prefix Settings. You must configure this before creating your first Customer Asset.

Step 1. Go to Field Service → Settings → Prefix Settings

Step 2. Locate the Customer Asset Code section and fill in:

• Customer Asset Code Prefix: A short text label added to the beginning of every code, example: CA-
• Next Customer Asset Number: The sequence number the system will use for the next asset created. Set this field to 1 if you want to start from the beginning.
• Customer Asset Number Format: The format pattern for the number portion of the code 
  Number Based (000001): Example output: CA-000001
  Year Based (YYYY/000001): Example output: CA-2026/000001
  000001-YY: Example output: CA-000001-26
  000001/MM/YYYY: CA-000001/06/2026
  00001-DDMMYYYYHHMMSS: CA-000001-08062026171617

Tip: The number format affects the appearance of all Customer Asset Codes going forward. Choose a format that suits your reporting and identification needs before adding assets. Changing it later will not retroactively update existing codes.

Create a Customer Asset

Method 1 – Add manually

Step 1. Go to Field Service → Customer Assets → click Add Customer Asset

Step 2. The Add Customer Asset dialog appears. Fill in the form:

• Customer Asset Name: The name or label for this asset (e.g., "GPON ONT Device", "Core Network Switch")
• Customer: The customer who owns this asset
• Part: The product this asset represents. The item is pre-made in Sales → Items or Inventory → Items
• Parent Customer Asset: Link this asset to a parent asset if it is a sub-component of a larger system
• Customer Asset Code: Auto-generated based on Prefix Settings — displayed in gray, not editable
• GIAI Code: Global Individual Asset Identifier — an optional industry-standard tracking code
• Purchased Date: The date the customer purchased this asset
• Installation Date: The date the asset was installed at the customer's site
• Ordered Date: The date the customer placed the order
• Warranty Expiration Date: The date the warranty on this asset expires — used for warranty tracking on the list view
• Currency: Currency used for this asset record
• Currency Rate:  Exchange rate from the system default currency. Auto-filled as 1 if the selected currency matches the system default. If a different currency is selected, the rate is pulled automatically from Settings → Currency Rates
• Address: The physical address where this asset is located
• Description: Free-text notes about this asset
• Attachments: Upload relevant files (e.g., warranty documents, installation photos, manuals)

Step 3. Click Save.

Import Customer Assets in Bulk

When you need to add many Customer Assets at once, use the Import function to upload them via Excel.

Step 1. Go to Field Service → Customer Assets → click Import Customer Assets

Step 2. On the Import page, click Download a sample to get the Excel template with the correct column structure.

Step 3. Fill in the template.

Step 4. Once your file is ready, click Choose File to upload the Excel file.

Step 5. Click Import to process the file.

Customer Asset Detail – Tab Guide

Once a Customer Asset is created, open it to access the Detail page. The detail page is organized into the following tabs:

• Overview: Full asset information and customer details
• Child Assets: Sub-assets linked to this asset as children
• Requests: Service requests associated with this asset
• Estimates: Estimates linked to this asset
• Work Orders: Work Orders created for this asset
• Service Appointments: Appointments scheduled for this asset
• Notes: Free-text notes added to the asset - for example, known issues, special handling instructions, or service history comments.
• History: Audit log of all changes made to this asset