An Option that i use (since v6)
I have created a status called information
then i create a information SR , I can add this information to the SR and any attachments
the SR can be added to an asset and/or a Submit user
I have added drivers and installation instructions this way, made it very easy for submit users to see the information quickly also
It gave it a more direct correlation to the asset or user than the Help Desk
Wow this is the kind of stuff I like because I get to showoff what SysAid can do.
In our enterprise edition you could show information from within any entity such as user or company on the SR itself.
Meaning you enter the information on the entity level but we pull it to the SR without having to drill down.
Look at the screenshot especially at the link to a different SR, we do something similar we have a SR where we document key events in a customer/account manager relationship things that will help us when specking to the customer or if he has anything unique in his configuration or implementation.
On every SR the customer will open regardless of the user (as we connected it to company) this SR will show and the information there will help us troubleshoot and assist the customer.
If you would have asked me what would be the best way to document information on user or asset level my answer will be CI, translate all your asset information and user information to CI.
And you could connect any SR to CI.
The benefits are: CI is a customizable form with 256 free custom fields which you could enjoy and design the form and the information you need if you use a SR its customization abilities are limited even though we I just said we use it but we wanted to use the activity function with is available for SR only.