[ITSM How-to] Associate Tickets with Assets in AssetSonar

Why It Matters

Linking a hardware or software asset directly to a ticket gives agents instant visibility into the device’s history, warranty, and specifications without needing to ask the requester for information that is already available in AssetSonar.

You can attach an item while creating the ticket or link it later from the ticket’s Items tab.

How to Do It

Attach an Item While Creating a Ticket

• Access the Queue: Go to Tickets from the Navigation Menu.
• Create the Ticket: Click + New Ticket, then select the relevant option from the dropdown menu.
• Fill the Details: Enter the ticket details and complete the required fields.
• Attach an Item: Use the Attach Items dropdown to select the relevant item from those available under Browse Items.
• Submit the Ticket: Save the ticket to create it with the selected item attached.

Link or Unlink an Item After Ticket Creation

• Access the Queue: Go to Tickets from the Navigation Menu and open the specific ticket you are working on.
• Access the Items Tab: Click the Items tab on the ticket details page. From here, you can switch between Linked Items and Requester Items.
• Link an Item: Under Requester Items, review the items assigned to the requester and click the Link icon next to the relevant item. To find another item, click Browse Item and select the item you want to associate with the ticket.
• Manage Linked Assets: Open the Linked Items sub-tab to view everything currently attached to the ticket. Click Unlink if you need to remove an item.

Next Steps

Open the linked item from the Linked Items tab to review its current status, details, and previous incident history before continuing your troubleshooting.