TOPdesk asset reporting: incidents per asset

When a service desk asks about assets, the question is often about more than the number of laptops. It may be about the switch that turns up in another incident every month, or about whether Tuesday’s outage had anything to do with Monday’s change.

The Asset Management module is built for questions about the inventory itself. To see which assets keep turning up in incidents, you also need the incidents and changes they are recorded on. Most of the work lies in combining those incidents and changes with the asset data.

What TOPdesk itself offers

The information below is based on TOPdesk’s documentation as it stood on 24 September 2026. TOPdesk is rebuilding its reporting, so check its reporting page for changes since then. Where this article says incidents, TOPdesk’s English documentation says calls.

• Asset dashboard. Asset Management has its own dashboard with the total number of assets, how many are active and how many archived, how many are unassigned and how many are assigned to archived persons or person groups. It also shows the number of assets by type and a table. Clicking a number opens the Asset overview with the matching filters applied.
• Asset Type Report. This report counts assets by month, using a date field on the asset card, or totals a number field. With it you can see, for example, which assets were added in the past quarter.
• Report Wizard. The Report Wizard is not available for the Asset Management module. For further reporting, TOPdesk points to the Asset Type Report and the OData feed.
• Reporting Hub (Beta). The hub includes a Call dashboard, a Workload dashboard and a Change management dashboard. According to the documentation, there is no dashboard for assets yet. The Call dashboard breaks calls down by priority, category, operator group and more. The documentation says nothing about a breakdown by object or asset.

The Report Wizard is not available for Asset Management, which tells you nothing about Call Management. The documentation does not cover whether you can group incidents by object there, in a report or a selection, so it is worth trying in your own environment. The route TOPdesk itself describes is the OData feed. It contains the asset data for each asset type and tables with the links between cards and assets, so you can combine incidents and assets yourself in a BI tool such as Power BI or Excel. TOPdesk Support does not help with external tools like these.

A report of your own in a BI tool may need licences, and their prices can change. On top of that, it takes time to build and maintain the report. After a new version of the OData feed is released, TOPdesk normally continues to support the old one for about six months. When you switch, existing reports may stop working and have to be rebuilt. If the person who managed the report leaves, their knowledge of it goes with them and someone else has to take the report over. For more on these costs, see TOPdesk dashboard: Excel, Power BI or hosted.

Recording the asset on incidents and changes

Any count by asset depends on whether the asset has been recorded on the incident or change. TOPdesk has two places for that.

• The Object/location block. On the card, click the context menu button next to Object ID, choose Find asset… and then Select asset. While searching, you also see the status of each asset.
• The Links tab. Under Links > Assets > Link asset, you can link an asset to a card, or several in one go with Link selection. You can link assets this way on incidents, changes, operational activities and other cards.

Problems start when part of the team uses the Object/location block and the rest uses the Links tab, or when the asset only gets recorded when someone has time. A report can only count what has been recorded, and it looks in one fixed place. So agree on where the asset goes, and make sure it is recorded every time in categories where an asset clearly applies.

Each asset in TOPdesk also has a status, which is either operational or impacted. According to the documentation, root cause analysis starts with this status. The status can carry over automatically to assets that are linked to the affected asset through a link type, but not through a regular parent-child relationship.

Incidents and changes per asset, with P1 and P2 counted separately

When everyone records the asset in the same place, you can start counting. Put the number of incidents and changes for each asset side by side and sort by the total. The assets that generate the most work then end up at the top.

Count the P1 and P2 incidents separately, or whatever your two highest priorities are called. A printer with twenty incidents about toner sits at the top of a list sorted by total. On that list a switch with two P1 incidents in a month ends up far below the printer, although the same switch heads a list of P1 and P2 incidents. The printer takes up the team’s time, whereas a switch failure is noticed by the rest of the organisation. Also check the call type. A request for new toner is not a failure, so if you only want to see failures, filter on the call type.

Look at asset types as well. If you have fifty assets of one type and five hundred of another, ten incidents count for more on the first type. So divide the number of incidents by the number of assets of that type before you compare types.

The timeline: a failure shortly after a change

The count shows which assets stand out. To understand why, first check whether anything changed on the asset shortly before the failure.

To do that, put all incidents and changes for an asset on a timeline, newest first. Place each incident at the time it was reported, and each change on the date it was implemented rather than the date it was requested. If a change has not been implemented yet, note that.

On the timeline you may see, for example, that a series of incidents about an application server began two days after an update. The timing shows you where to start and who to bring in, even if it does not prove a connection. The person who implemented the change can often tell you what was modified faster than the service desk could work it out.

The inventory: assignment, type, status and location

To compare incidents by type, you also need the inventory itself.

• Assignment. In the Assignment widget, you assign assets to persons or person groups and to locations. Assets with no assignment, or assigned to an archived person, are often a good place to start a cleanup.
• Type. In TOPdesk, you create a separate template for each kind of asset. The templates are also a sensible way to group assets in reports.
• Status and location. How many assets are operational, impacted or archived, and how they are spread across branches and locations.
• Growth. How many assets are added each month. The Asset Type Report counts this using a date field, provided that field is filled in properly.

Failure patterns and lifecycle

Questions about purchase, depreciation, warranty or the end of vendor support belong to lifecycle management. For those you need other data, such as dates and amounts on the asset card. A high incident count does not automatically mean an asset needs replacing. An asset whose warranty is about to expire may still work perfectly well. To decide on replacement you often need the incident figures as well as the lifecycle data.

A practical order of work

1. In a sample of recent incidents, check how often the asset was recorded, and where.
2. Agree on where to record the asset, and for which categories.
3. Make a list by asset and by type for the past few months, with P1 and P2 counted separately.
4. For the assets at the top, put the incidents and changes on a timeline, and discuss the results with the operator group that manages the asset.

How AureaDesk shows this

AureaDesk shows assets, incidents and changes from TOPdesk in the Asset Management view. The view is included in Pro and Enterprise.

• Per asset and per type. The number of incidents and changes per asset, ordered by the number of incidents, and which assets are most often involved in P1 and P2 incidents. The view also gives the failure rate per asset type, as incidents per 100 assets per year, calculated over the selected period.
• Timeline. An asset’s detail view lists its incidents and changes, newest first. An incident appears at the time it was reported, with its priority. A change appears on the date it was implemented. If it has not been implemented yet, it appears on the date of the request, marked as not yet implemented. You can click through to each incident and change, and to the asset card in TOPdesk.
• Inventory. Assets with and without a linked person, the people with the most assets and the breakdown by type, status and location. You can also see how many assets have been added each month since AureaDesk was connected. Assets that were already there are counted in the month of the connection. Archived assets are not shown in AureaDesk and can be viewed in TOPdesk itself.

AureaDesk counts an incident towards the asset entered in the Object/location block. An asset linked to the incident only through the Links tab is not counted.

AureaDesk does not show lifecycle data such as depreciation and warranty. The Pricing page shows what each package includes.