When creating tickets in Autotask for a device, please add the asset to the ticket. Having the asset on the ticket means that engineers can immediately gain more information about the device within the ticket, and access remote control functionality for RMM. When the device is unmapped it means our engineers then need to search for and manually add the correct device on the ticket.

As it's a manual process this could mean it's missed and if some tickets don't have the device mapped it means we may not be able to easily surface all tickets related to a specific device for reporting.