Assets, Snipe-IT and Intune

Enterprise feature (new in 1.19.3, helpdesk; Microsoft Intune from 1.19.4). See the Helpdesk overview.

When someone says “my laptop won’t connect to the VPN”, the agent wants to know which laptop: its model, whether it is still under warranty, and whether it has been in before. Connect Snipe-IT and the desk shows that on the ticket. Agents link the device, open its history, and can log a maintenance record in Snipe-IT as they solve the ticket. Requesters can pick the device with the problem when they ask for help.

From 1.19.4, Microsoft Intune is a second source: the devices it manages, matched to Snipe-IT by serial number. See Microsoft Intune. Most of this page applies to both; logging maintenance is Snipe-IT’s only.

Connecting Snipe-IT

Desk settings → Assets (“Where devices come from, so agents can link them to tickets and see each one’s history”). It needs the desk capability Helpdesk settings (Admins, out of the box).

The Snipe-IT card takes:

• Address: where you open Snipe-IT, such as https://assets.example.com. It must be https://. A pasted /api/v1 and a trailing slash are dropped. Leave out any user name, password, ? or # part.
• API key: a key you create in Snipe-IT, pasted on one line. It is stored encrypted and never shown again: the field then shows dots and Replace.

What the key needs in Snipe-IT:

• To look assets up, a key that can read is enough. CompassDocs reads the asset list, single assets by tag, serial or id, users (to find the assets checked out to a person’s email address), an asset’s maintenance records and the supplier list.
• To log maintenance when a ticket is solved, the key also needs permission to create maintenances.

The key is only ever sent to the address it was saved with. Changing the address asks for the key again (“Paste the API key again: a saved key is only ever sent to the address it was saved for.”).

Save asset settings saves the page. Every change is in the audit log, with the names of what changed and never the key.

Test connection and Sync now

• Test connection tries the address and key on the page, saved or not, and says “Connected to Snipe-IT: 1,204 assets.” or why it failed. To test a new address, paste the key too. It changes nothing.
• Sync now reads every asset from Snipe-IT straight away. Save your changes first. A small estate answers “Synced 39 assets from Snipe-IT.”; a larger one says “Syncing. This page updates when it’s done.” and the page keeps checking until it is.

The line under Snipe-IT says where things stand, with a chip: Connected (“Connected · 1,204 assets · synced 5 minutes ago”), Syncing, Sync failed (with the reason) or Not connected.

The 30-minute sync

CompassDocs keeps a copy of each asset so the desk stays quick: its tag, serial, name, model, category, status, who it is checked out to (name and email address), location, purchase date, warranty end and its link in Snipe-IT, plus the manufacturer and model number. Custom fields are never copied.

The copy is refreshed in full every 30 minutes, with the helpdesk’s other background work, and by Sync now. It reads Snipe-IT 500 assets at a time and waits when Snipe-IT says it is limiting requests, so a large estate doesn’t trip its throttle. Only one sync runs at a time, across every app instance.

Between syncs, Snipe-IT is also asked directly when:

• a search for a tag or serial finds no exact match in the copy;
• a ticket’s requester has no assets in the copy;
• an agent opens an asset’s page.

These live lookups wait at most six seconds; if Snipe-IT is slower, the desk shows what was synced last and says why.

When an asset leaves Snipe-IT. An asset that two complete syncs in a row don’t see is removed from the copy. If a ticket links it, CompassDocs first asks Snipe-IT for that asset by its id, and marks it no longer in the source only when Snipe-IT says it doesn’t exist; it stays on its tickets. A sync that stops early (“The sync stopped after 1,000 of 1,204 assets, so nothing was removed. It tries again in 30 minutes.”) removes nothing.

Changing the address starts a new asset list, since another Snipe-IT’s asset 5 is a different device. Assets linked from the old one stay on their tickets, marked as no longer in Snipe-IT; the rest of the old copy is deleted. The page warns you when you edit the address.

While Snipe-IT is disconnected

Disconnect (“Disconnect Snipe-IT?”) removes the address and key and stops the sync. Assets already linked to tickets stay linked, as they were last synced, as history. From 1.19.4 the rest of the copy, the assets no ticket links, is deleted at once, with the record of the last sync. Until Snipe-IT is connected again:

• Linking is refused, from the desk or the API: “Snipe-IT isn’t connected. An admin can connect it in Desk settings, Assets.” The ticket’s Assets card shows no + Link, and a picker that was already open shows only that notice.
• Unlinking still works, so a wrong device link can always be removed. It is on the timeline and in the audit log as usual.
• Search in the desk and the Claude connector’s hd_asset_lookup list only assets linked to tickets: “Snipe-IT isn’t connected, so only assets linked to tickets are listed.” Snipe-IT isn’t asked.
• A linked asset’s page still opens, with “Snipe-IT isn’t connected now, so this is what was synced last.” An asset no ticket links is not found.
• Get help shows no Device field. A device sent from a form opened before the disconnect is dropped, and the request still goes in.
• Solving offers no maintenance record, and a record sent anyway is refused with the same sentence as linking.

When Intune is also on, these sentences name the source your workspace uses: “Intune isn’t connected. An admin can check it in Desk settings, Assets.” when Intune is the only one set up, and “No asset source is connected. An admin can connect one in Desk settings, Assets.” when both are, or neither. Search says “No asset source is connected, so only assets linked to tickets are listed.” in the same way. A source that is switched off has its assets listed in search and pickers only where a ticket links them.

Reconnecting to the same address keeps the links and their history, and the next sync fills the copy again; until then, a search for an exact tag or serial asks Snipe-IT directly. Paste the key again, since disconnecting removed it. Only a different address starts a new asset list.

A Snipe-IT server on a private network

CompassDocs checks every address it calls on the server’s behalf, and by default refuses addresses on private networks (such as 10.x, 172.16.x to 172.31.x and 192.168.x). If your Snipe-IT is on one, set:

COMPASSDOCS_FETCH_ALLOW_PRIVATE=1

on the CompassDocs server and restart it. This is the same setting as for other outbound connections, such as webhooks to internal tools (see Environment variables).

Loopback addresses (localhost, 127.0.0.1) are always refused, even with that setting, so a Snipe-IT on the same machine needs an address on the network. When HTTPS_PROXY is set, requests to Snipe-IT go through the proxy like other outbound calls (and honour NO_PROXY). Each request has 10 seconds to answer, and a redirect is followed only to the same https host.

Microsoft Intune

From 1.19.4, the devices Microsoft Intune manages can be assets too. Intune has no fields of its own in CompassDocs: it signs in with the app registration of your Microsoft 365 directory sync (its tenant, client ID and secret in Settings → Directory → Microsoft 365 sync), so nothing is stored twice.

What it needs

• The Microsoft 365 directory sync, set up with its credentials saved. It is an enterprise feature. Without the licence, or without the credentials, the switch is greyed out and says why (“Uses your Microsoft 365 directory sync. Set that up first, then switch Intune on here.”), with a Set up Microsoft 365 directory sync link.
• One more permission in Microsoft Entra: give the directory sync’s app registration the application permission DeviceManagementManagedDevices.Read.All, and grant admin consent.
• Microsoft’s global cloud (login.microsoftonline.com and graph.microsoft.com). GCC High and Microsoft’s China cloud aren’t supported.

Switching it on

The Microsoft Intune card sits under Snipe-IT’s in Desk settings → Assets. Its switch applies at once, without Save asset settings.

Switching on tests Microsoft Graph first. If Graph refuses, nothing is saved and the card says why. Most often it is the missing permission: “Microsoft Graph won’t list managed devices (403). In Entra, give the directory sync app the DeviceManagementManagedDevices.Read.All application permission and grant admin consent.”, with an About this permission link. When it works: “Intune is on. Its devices sync now and every 30 minutes.”

While it is on, the card reads “Uses your Microsoft 365 directory sync · 1,190 devices · matched to Snipe-IT by serial” (the last part while Snipe-IT is connected), with when it last synced, how many devices are shown as their Snipe-IT asset, and Sync now.

What is synced

Every 30 minutes, and with Sync now, CompassDocs reads Intune’s managed devices, 500 at a time: each device’s name, serial number, model and manufacturer, operating system and version, compliance state, when it last checked in, and its user (their email address, user principal name and name). A category (computer, phone or tablet) is worked out from the operating system. The Intune sync has its own lock, so it never runs twice at once, and a pass that stops early removes nothing. Only the admin’s Sync now is audited.

Matching to people and to Snipe-IT

• People: a device is someone’s when their account’s confirmed address equals the device’s email address or its user principal name, the same rule as Snipe-IT. Requesters then see their Intune devices in Get help’s Device field.

• Snipe-IT: a device whose serial number a Snipe-IT asset also has is shown only as that Snipe-IT asset, never twice. It gains an Intune line, while Intune is on:

  • on the ticket’s Assets card: “Compliant · seen 2h ago”;
  • on its page: “from Snipe-IT, matched to Intune”, and Details end with “Intune: Compliant · macOS 15.2”.

  Placeholder serials such as “0”, “Unknown” or “To be filled by O.E.M.”, and serials under four characters, never match.

• For who sees it, either source’s person counts as the matched device’s owner.

• A device only Intune has is an asset of its own, with an Intune chip. Intune has no asset tags, so its serial stands where the tag would. In the picker it reads “Intune: compliant”. Its page adds Last seen, has no maintenance card, and Open in Intune opens the device in the Intune admin centre.

Compliance reads Compliant, Not compliant, In grace period, Compliance unknown, Compliance error, Compliance conflict or Managed by Configuration Manager.

Intune is read only: maintenance records are logged only for Snipe-IT assets.

Which tenant

The source is the tenant the sign-in actually reaches, never the tenant text typed in the directory settings. So the tenant’s GUID and one of its domains are the same source.

When the tenant or client ID in the directory settings changes, Intune is paused until a sign-in with the new credentials shows which tenant they reach:

• The same tenant (its GUID instead of a domain, or a new client ID in the same tenant): only the new credentials are used. Nothing is retired.
• The sign-in fails (a typo, say): nothing is retired, and the card says why until it is fixed.
• Another tenant: the old tenant’s devices are retired. Devices linked to tickets stay on them as no longer in the source; the rest are deleted. This is in the audit log.

Switching it off

Turn Intune off? “Syncing stops and Intune devices can’t be linked to tickets. Devices already linked stay on their tickets, as they were last synced.” The rules are those of a disconnected Snipe-IT: linked devices stay as history, the unlinked ones are deleted, linking is refused, unlinking still works, and search lists only linked devices. While Intune is off, matched Snipe-IT assets show no Intune line.

On a ticket

The ticket’s side panel has an Assets card under the requester’s card, for agents who work the ticket. It appears once an asset source (Snipe-IT or, from 1.19.4, Intune) is connected, or when the ticket already has assets linked.

Each linked asset shows:

• its picture (laptop, monitor, phone and so on, from its category), its name (a link to the asset’s page), and its tag and source (“MAC-00421 · Snipe-IT”);
• Status, as a chip. A checked-out asset reads Deployed, whatever its status label in Snipe-IT;
• Assigned: who has it, or “Nobody”. An asset checked out to a location or another asset counts as nobody’s;
• Warranty: “Until Mar 2027” or “Ended Mar 2024”, when Snipe-IT has a warranty;
• “3 earlier tickets on this asset”, to its page. This counts every ticket opened before this one that links the asset, including ones you can’t open;
• Open in Snipe-IT, in a new tab;
• (1.19.4) Intune: its compliance and when it last checked in (“Compliant · seen 2h ago”), for a device Intune manages, while Intune is on (see Microsoft Intune).

Unlink is the cross on the asset’s row. Linking and unlinking each add an internal line to the timeline (“Linked asset MacBook Pro 14 (MAC-00421) from Snipe-IT.”) and an entry in the audit log.

Linking an asset

+ Link opens the picker:

1. Assigned to the requester comes first: the assets Snipe-IT has checked out to their address. If the copy has none, Snipe-IT is asked. The group appears only when the requester’s address can be matched (see Who sees assets).
2. Type in Asset tag, serial or name to search. Matching assets lists what matches the tag, serial, name or model, the name of the person who has it, or their exact email address. An exact tag or serial that isn’t in the copy yet is looked up in Snipe-IT.
3. Pick one with the mouse, or with the arrow keys and Enter.

An asset already on the ticket says linked and can’t be picked again. The line at the bottom says what search covers (“Or search every asset by tag or serial.”, or “Search finds the assets of people whose tickets you work.”), or why Snipe-IT couldn’t be asked.

Up to 10 assets can be linked by hand. At 10 or more, + Link is greyed out, with the tooltip “A ticket can have up to 10 assets.”, and a link sent anyway is refused with that sentence. A merge can leave a ticket with more than 10; unlink some to link another.

Assets can’t be linked or unlinked on a closed or merged ticket, and can’t be linked while Snipe-IT is disconnected.

From 1.19.4, an asset that can’t be used any more is refused when someone tries to link it, from the desk or the API, with the reason (409):

• it is gone from its source: “MAC-00421 is no longer in Snipe-IT, so it can’t be linked. Search for the device again.”;
• it came from a source that has since been replaced (a new Snipe-IT address, or another Intune tenant): “MAC-00421 came from a Snipe-IT source that has since been replaced, so it can’t be linked now. Search for the device again.”;
• its source is switched off: “Intune isn’t connected now, so C02XK1 can’t be linked. An admin can connect it in Desk settings, Assets.”

Its existing links stay as history, and it can still be unlinked.

An asset’s page

The asset’s name on the card, or its earlier-tickets line, opens its page in the desk (/desk/assets/<id>):

• The header: its picture, name, tag, serial and source, with Open in Snipe-IT.
• Tickets on this asset: each ticket you may open, newest first, with its requester, status, when it was opened and the time logged on it. The rest are counted, never named: “2 more tickets on this asset are in queues you don’t work.”
• Details: status, who it is assigned to, model, category, location, when it was purchased and its warranty.
• Maintenance in Snipe-IT: its maintenance records, newest first, with the type, title, supplier and date. A record that names a ticket you can’t open is counted instead (“1 record from a ticket you can’t open.”), see Who sees assets.

Opening the page reads the asset afresh from Snipe-IT. If Snipe-IT doesn’t answer, the page says “Showing what was synced last:” and the reason, and the maintenance card says “Not available right now.” If Snipe-IT says the asset no longer exists, the page says “This asset is no longer in Snipe-IT. Its tickets are kept here.”

Assets at the top of the page opens the asset search (/desk/assets): find a device by its tag, serial, name or the person who has it, and open its page.

Logging maintenance when you solve

Under When a ticket with a linked asset is solved, choose:

• Do nothing in Snipe-IT (the default), or
• Offer to log a maintenance record: “The agent chooses the type (Repair, Upgrade, Software support…) and can edit the note before it goes. The ticket number is added.”

With the offer on, solving a ticket that has a linked asset from Snipe-IT first opens Solve #1047. This happens for Solve, the e key, Solved in the status menu, and a reply that solves it (Send and set Solved, or a macro that sets Solved). The dialog has a card, ticked: Log a maintenance record in Snipe-IT, with:

• the asset, or a tick box for each when several are linked (one record is logged for each asset ticked). At most 10 can be ticked: when a merge has left more than 10 on the ticket, the 10 linked first start ticked, “Choose up to 10 assets.” shows under the list, and an unticked box won’t tick until you untick another;
• Type: Maintenance, Repair (the default), Upgrade, Software support, Hardware support, Configuration change, PAT test or Calibration;
• Supplier: In house, or one of Snipe-IT’s suppliers;
• Note: starts as “CompassDocs #1047.” and can be edited. “The ticket number is added if you take it out.”

Solve and log solves the ticket and then logs the record. Untick the card and the button reads Solve: nothing goes to Snipe-IT. Cancel keeps the ticket open. If your team records time, the time dialog follows as usual. If required checklist items are still open, the solve is refused before the dialog opens.

What Snipe-IT receives, for each asset:

• the type and supplier you chose, with today’s date as its start and completion date;
• the title “CompassDocs #1047: Repair”: the ticket number and the type, never the ticket’s subject, since everyone who opens the asset in Snipe-IT reads it;
• your note, with “CompassDocs #1047.” added if you took the number out.

The record is sent once, right after your solve, and only from the solve dialog: it is accepted within 15 minutes of your own solve, and never twice for the same ticket, asset and solve, even from two tabs. A ticket that is reopened and solved again can log a new record.

When it works, you see “Maintenance logged for MAC-00421.” and the timeline gets an internal line (“Logged a repair maintenance record in Snipe-IT for MacBook Pro 14 (MAC-00421).”).

If Snipe-IT refuses it

The ticket stays solved. The desk shows “Solved, but the maintenance record wasn’t logged:” and the reason, and an internal note on the ticket says the same: “Couldn’t log the maintenance record in Snipe-IT for MacBook Pro 14 (MAC-00421): … The ticket is solved all the same; log it in Snipe-IT by hand if it’s needed.” The failure is in the audit log too.

The usual reason is a key that may read but not create maintenances: “The API key isn’t allowed to do that in Snipe-IT (403). Check the key’s permissions.” See Troubleshooting for the others.

Solving in other ways (bulk edit, the Claude connector, a major incident’s Solve all, an automation) never offers a maintenance record.

Requesters: picking a device in Get help

When someone raises a request in Get help, the form has an optional Device field: “Optional: the one with the problem, so the helpdesk can see its history.” It lists the devices Snipe-IT has checked out to them, and starts at Not about one of my devices.

The device they pick is linked to the new ticket, with the timeline line “The requester picked their device MacBook Pro 14 (MAC-00421) when raising the request.” and an entry in the audit log.

Devices are matched on a confirmed email address only. The field lists a person’s devices only when their account’s address:

• wasn’t typed in by them on their own profile (one that was shows as Unconfirmed in Settings → Users until an admin confirms it, see Users and roles), and
• isn’t also held by another account.

Otherwise the field doesn’t appear, Snipe-IT isn’t asked, and a request naming a device is refused (“Choose one of your own devices, or none.”). The field also stays away when Snipe-IT isn’t connected or nothing is checked out to them. The customer portal doesn’t offer it.

Who sees assets

Who	Sees
Agents	The assets of the people whose tickets they can work, and the assets linked to those tickets. While Agents can search all assets is on, any asset, by search.
Agents who work every team’s tickets	Every asset.
Requesters	Only their own devices, in Get help’s Device field. Never the Assets card.
CCs and customer portal customers	No assets.

A ticket’s person is matched on their account’s confirmed address (as for the Device field), or on the sender’s address when the ticket has no account behind it. An agent who works a ticket can always link the requester’s own devices.

Agents can search all assets

The Who sees assets card in Desk settings → Assets holds Agents can search all assets: “By tag, serial or name, to link any device to a ticket. Off: only the assets of people whose tickets they can work.” It is on by default.

• On: any agent can find any asset in the picker, the asset search and the Claude connector, link it to a ticket they work, and open its page.
• Off: search, asset pages and the Claude connector are limited to the assets of people whose tickets the agent can work, and assets already linked to those tickets.

Tickets and records on an asset’s page

Whatever the setting, an asset’s page names only the tickets you may open. A maintenance record whose title or notes name a ticket (“#1047”) is shown only when every ticket it names exists, isn’t anonymised, and is one you may open; the others are counted. Records that name no ticket, such as those added in Snipe-IT itself, are shown.

Who can do what

To	You need
Connect Snipe-IT, switch Intune on or off, test, sync, and change the settings	Helpdesk settings (Admins, out of the box)
See the Assets card, link and unlink assets	To work the ticket. No extra capability
Log a maintenance record when solving	Change status, as solving does
Open an asset’s page or the asset search	A desk role

See Desk roles.

In the Claude connector

For agents, the Claude connector covers assets, read only, with the same rules as the desk:

• hd_read_ticket lists the ticket’s linked assets: tag, name, serial, model, category, status, who has it, location, warranty end, source, its link in Snipe-IT, how many earlier tickets it is on, and whether it is no longer in Snipe-IT.
• hd_asset_lookup finds assets by tag, serial, name, model, the name of the person who has it, or their exact email address (query; limit 1 to 20, default 10). Each comes back with the same fields and the number of tickets it is linked to. Agents can search all assets applies. While Snipe-IT is disconnected it lists only assets linked to tickets, with a notice saying so.

From 1.19.4 both tools cover Intune too: devices from Intune, and for a device Intune manages its compliance and last check-in, with its link in its source.

Linking an asset to a ticket is done in the desk. hd_asset_lookup writes nothing, so it is offered at every workspace level, Read only included. Ask, for example: “Which tickets has ASSET-00421 been on, and is it still under warranty?”

Merging, anonymising and exports

• Merging: every asset linked to the merged ticket moves to the ticket you keep, each asset once, with who linked it and when. The kept ticket may then have more than 10: the limit is for linking by hand, so + Link stays greyed out until enough are unlinked, and a maintenance record on solve covers at most 10 of them.
• Anonymising a ticket, by retention or when an account is removed, removes its asset links and its maintenance claims, and takes the device (its id, tag and name, and any error or record id) out of the ticket’s asset entries in the audit log, keeping the action, who did it and when. Which device a person had is personal.
• Deleting a ticket removes its links with it.
• A person’s data export lists, for each request they raised, the assets linked to it: tag and name only.

From 1.19.4, a device that is gone from its source, or came from a replaced source, keeps no person: the asset sweep blanks who it was assigned to. Devices of a replaced or switched-off source are deleted once no ticket links them, and anonymising the last ticket that linked a gone or replaced device deletes it too.

Anonymising doesn’t reach Snipe-IT. Maintenance records already there keep their title and note, which carry the ticket number and the agent’s note but never the subject. Once the ticket is anonymised, its records are counted on the asset’s page, not shown.

In the audit log

Action	Shown as
helpdesk.assets.settings_changed	Changed the asset settings (the names of what changed; a new address also records how many linked assets were kept from the old one)
helpdesk.assets.disconnected	Disconnected Snipe-IT
helpdesk.assets.synced	Synced assets from Snipe-IT (Sync now, with the result)
helpdesk.asset.linked / .unlinked	Linked an asset to a ticket / Unlinked an asset from a ticket (a requester’s pick in Get help is marked via: "get_help")
helpdesk.asset.maintenance_logged	Logged a maintenance record in Snipe-IT
helpdesk.asset.maintenance_failed	Failed to log a maintenance record in Snipe-IT (with the reason)
helpdesk.assets.intune_on / .intune_off	Turned on / Turned off Intune as an asset source (1.19.4)
helpdesk.assets.intune_synced	Synced devices from Intune (Sync now, 1.19.4)
helpdesk.assets.intune_source_changed	Retired Intune devices from a previous tenant (1.19.4; done by the system)

The 30-minute syncs and the live lookups aren’t audited.

Troubleshooting

Connecting

Message	What to do
“Use an https:// address. Snipe-IT’s API key would otherwise travel unencrypted.”	Use Snipe-IT’s https:// address. Plain http:// is never allowed.
“Enter the full host name, like assets.example.com.”	Type the whole host name, not just its first part.
“Paste the API key again: a saved key is only ever sent to the address it was saved for.”	You changed the address. Paste the key for the new one.
“Paste the API key to test a new address: a saved key is only ever sent to the address it was saved for.”	The same, for Test connection.
“That doesn’t look like a Snipe-IT API key. Paste the whole key on one line.”	Copy the key again from Snipe-IT, with no spaces or line breaks.
“Couldn’t reach Snipe-IT at assets.example.com, or it didn’t answer in time. Check the address, and that this server can reach it (an address on a private network also needs COMPASSDOCS_FETCH_ALLOW_PRIVATE=1 on the server).”	Check the address, DNS, the firewall and the certificate. For a server on a private network, see above. The same sentence covers every cause, on purpose.
“Snipe-IT refused the API key (401). Check that it hasn’t expired or been revoked.”	Create a new key in Snipe-IT and paste it with Replace.
“The API key isn’t allowed to do that in Snipe-IT (403). Check the key’s permissions.”	Give the key’s Snipe-IT user the permissions above.
“Snipe-IT answered “not found” (404). Check the address points at Snipe-IT.“	Use the address you open Snipe-IT at, not a page inside it.
“That address didn’t answer like the Snipe-IT API. Check it’s the address you open Snipe-IT at.”	The address reached something else, such as a sign-in page in front of Snipe-IT.
“Snipe-IT redirected to https://… Use that address instead, if it’s right.”	Snipe-IT moved. Only redirects on the same host are followed.
“Snipe-IT kept redirecting. Check the address.”	Check the address, and Snipe-IT’s own address setting.
“Snipe-IT is limiting requests right now (429). Try again in a minute.”	Wait, then try again. The sync waits and retries on its own.
“Snipe-IT had a problem (error 500). Try again shortly.”	Snipe-IT’s own error. Check Snipe-IT.
“Snipe-IT didn’t answer within 10 seconds.” / “Snipe-IT’s answer was too large to read.”	Snipe-IT is slow or answered with something unexpected. Try again, and check Snipe-IT.

Syncing

Message	What to do
“Save your changes first, then sync.”	Save the page, then Sync now.
“Connect Snipe-IT first: its address and API key.”	Add both, and save.
“A sync is already running. It finishes on its own.”	Wait for it. The page updates when it’s done.
“The sync stopped after 1,000 of 1,204 assets, so nothing was removed. It tries again in 30 minutes.”	Usually harmless. If it repeats, check Snipe-IT’s logs while Sync now runs.

Intune

Symptom or message	What to check
The Microsoft Intune switch is greyed out	The Microsoft 365 directory sync isn’t set up with its credentials, or the licence doesn’t include it. The card says which.
“Microsoft Graph won’t list managed devices (403). …”	In Entra, give the directory sync’s app registration the DeviceManagementManagedDevices.Read.All application permission and grant admin consent, then switch Intune on again.
“Microsoft 365 refused the directory sync app’s sign-in. …”	Check the tenant, client ID and secret in Settings → Directory → Microsoft 365 sync, and that the secret hasn’t expired.
“The directory sync app now signs in to a different Microsoft 365 tenant. …”	The directory credentials were changed to another tenant. The old tenant’s devices are retired at the next check. See Which tenant.
A device shows twice	It doesn’t match by serial: one of the serials is missing, a placeholder or too short.
A matched Snipe-IT asset has no Intune line	Intune is off, or hasn’t synced that device yet.

On tickets

Symptom or message	What to check
No Assets card	No asset source is connected and nothing is linked, or you can read the ticket but not work it.
No + Link	Snipe-IT is disconnected, or the ticket is closed or merged (“This ticket is closed.” / “This ticket was merged. Link the asset on the ticket it joined.”).
+ Link greyed out: “A ticket can have up to 10 assets.”	The ticket has 10 or more assets, perhaps after a merge. Unlink one or more first.
“Snipe-IT isn’t connected. An admin can connect it in Desk settings, Assets.”	Snipe-IT was disconnected, so nothing can be linked. Unlinking still works. See While Snipe-IT is disconnected.
Search says “Snipe-IT isn’t connected, so only assets linked to tickets are listed.”	The same: only assets already on tickets can be found until Snipe-IT is connected again.
No Assigned to group in the picker	The requester’s account address isn’t confirmed, or the ticket has no address. Search by tag or serial instead.
Assigned to says “Nothing assigned to them in the asset list.”	Snipe-IT has nothing checked out to the requester’s address.
The picker’s footer says “Snipe-IT: …”	A live lookup failed, and the picker shows what was synced last. “The asset source didn’t answer in time.” means Snipe-IT took more than six seconds.
“That asset isn’t in the list any more. Search again.”	It left the copy since you searched, or it isn’t one you may see.
“A ticket can have up to 10 assets.”	A link was sent to a ticket that already has 10 or more. Unlink some first.
“… is no longer in Snipe-IT, so it can’t be linked. …” / “… came from a … source that has since been replaced …” / “… isn’t connected now, so … can’t be linked. …”	(1.19.4) The asset is gone from its source, its source was replaced, or its source is switched off. Search for the device again. See Linking an asset.
An asset says no longer in the source	Snipe-IT no longer has it, or the Snipe-IT address was changed. It stays on its tickets.
“Asset not found” on an asset’s page	It isn’t in the copy any more, it isn’t one you can see (Who sees assets), or Snipe-IT is disconnected and no ticket links it.
“Snipe-IT isn’t connected now, so this is what was synced last.”	Snipe-IT was disconnected.

Solving

Symptom or message	What to check
No Log a maintenance record dialog	The setting is Do nothing in Snipe-IT; Snipe-IT is disconnected; the ticket has no linked asset still in Snipe-IT; or it was solved in a way that doesn’t offer it (above).
“Choose up to 10 assets.”	A record can go to at most 10 assets at once. Untick some, and log the rest in Snipe-IT by hand.
“Solved, but the maintenance record wasn’t logged: Snipe-IT isn’t connected. An admin can connect it in Desk settings, Assets.”	Snipe-IT was disconnected after the dialog opened. The ticket is solved.
The Supplier list only has In house	Snipe-IT has no suppliers, or they couldn’t be read. Check the key may read suppliers.
“Solved, but the maintenance record wasn’t logged: …”	The ticket is solved. Read the reason, fix it, and log that record in Snipe-IT by hand.
“Snipe-IT didn’t save the maintenance record. It said: …”	Snipe-IT refused it, and says why.
“A maintenance record is logged from the solve dialog, right after you solve the ticket. Log this one in Snipe-IT itself.”	More than 15 minutes passed since your solve, or someone else solved it.
“Logging maintenance on solve is switched off in Desk settings, Assets.”	An admin changed the setting after the dialog opened.

Get help

Symptom or message	What to check
No Device field	Snipe-IT isn’t connected, nothing is checked out to the person’s address in Snipe-IT, or the address isn’t confirmed.
The request went in, but no device was linked	Snipe-IT was disconnected after the form opened, so the device was dropped. An agent can link it once Snipe-IT is connected again.
“Choose one of your own devices, or none.”	The device isn’t checked out to the person any more. Reload the form.