Linked assets aren’t shown to the customer on their request
When a request is tied to an asset or CI, the customer never sees which device or service it relates to in the portal.
The problem
Agents can link assets and configuration items to a request, but none of that is visible to the customer in the portal. The customer can’t confirm the right laptop, licence or service is involved.
Who runs into this
Service desks using assets / CMDB where requests are tied to specific devices or services.
How Patcher fixes it
Patcher surfaces the linked asset on the customer’s request view, so the customer can confirm the right item and agents waste less time clarifying.
Top community comments
Workaround sort of helps, but it comes back the moment someone else edits the issue.
570Still happening in 2026, and it affects hundreds of issues across our instance.
227The “official” suggestion in the docs doesn’t actually work. We need a real fix.
193