[ITSM | How-to] Configure AI Features in AssetSonar Tickets

Why It Matters

AssetSonar ITSM includes AI-powered features that help teams triage tickets, diagnose issues, summarize ticket context, and create knowledge base content faster.

Admins can manage these features from one place using AI Configurations.

How to Set It Up

First, go to Settings → ITSM → AI Configurations.

From here, enable or disable the AI features you want to use in your ITSM workflows.

Smart Field Suggestions

Enable Smart Field Suggestions to let AssetSonar auto-populate key ticket fields and reduce manual triage work.

This includes:

• Category
• Tonality
• Urgency
• Priority

When enabled, these suggestions appear on tickets and can be reviewed or updated by agents before they continue working on the request.

Smart Diagnosis

Enable Smart Diagnosis to generate a preliminary diagnostic checklist based on ticket context and description.

You can configure Smart Diagnosis for:

• Employees: Sends diagnostic guidance to employees from the Employee Portal.
• Technicians: Generates diagnostic details, potential root causes, and troubleshooting context for agents.

Use this when you want requesters to try basic troubleshooting steps and give technicians more context before they respond.

Smart Summaries

Enable Smart Summaries to generate summaries from ticket information.

This includes:

• Ticket detail summaries
• Similar ticket summaries

Use ticket summaries to quickly understand the current issue. Use similar ticket summaries to review patterns or resolutions from related tickets.

Smart KB Creation

Enable Smart KB Creation to create knowledge base articles using AI.

This helps your team quickly draft articles from prompts, ticket resolutions, or recurring support issues. Review AI-generated articles before publishing them to make sure the content is accurate and useful.

Note: AI features are designed to support agents, not replace review. Always verify suggested fields, diagnostic steps, summaries, and knowledge base drafts before using them in your workflow.

Next Steps

Enable the AI features you want to test first. Then create a test ticket and confirm that field suggestions, diagnosis, summaries, and knowledge base creation work as expected.

Once tested, roll out the relevant AI features to your service desk workflow.