[ITSM | How-to] Configuring Email-to-Ticket Creation in AssetSonar

Why It Matters

Allowing employees to email their issues directly to the helpdesk removes friction from the support process. It ensures every request is automatically captured as a ticket—complete with the original body and attachments—without requiring users to log into a separate portal, preventing lost requests in personal inboxes.

How to Set It Up

• Access the Settings: Navigate to AssetSonar ITAM → Settings → ITSM and locate the Email Forwarding section.
• Enable Forwarding: Select the option to enable it so the system knows to start accepting incoming messages, then save your settings.
• Generate the Address: Once saved, the system will display a unique, dedicated forwarding email address.
• Configure Your Mail Server: Take this generated address and set up a forwarding rule in your corporate mail server (like Exchange or Google Workspace). This ensures any emails sent to your standard internal support address (e.g., it-help@yourcompany.com) are instantly routed into your workspace as new tickets.

Next Steps

Send a test email to your standard support address to verify the forwarding rule successfully catches it and converts it into a new ticket in your workspace. Once confirmed, you can use the Workflow Automation Engine to route these email-generated tickets to specific teams based on subject line keywords.