For service desk tickets, we should be able to relate a ticket to a device so as to generate a history of service for that device. Over time this allows a technician to see patterns and to have quick access to procedures which may have worked on that device in the past.
We should also be able to use the active directory users as service desk users. Currently I have the device management module connected to AD and can assign ownership of devices to AD users. This same functionality should be available for help desk tickets.
@aviemet, by creating tickets from the Itarian agent on PCs, tickets are logged by device. Unfortunately, I don’t think there is any other way to associate a ticket with device. @kaan_comert @ Itarian should be able to offer more advice.