[ITSM How-to] Configuring Global ITSM Settings

Why It Matters

Establishing your global settings from the main ITAM interface creates a standardized baseline for how your integrations, ticket intake channels, and automated cleanups behave. This prevents inconsistent agent experiences and reduces manual administrative overhead across your helpdesk.

How to Set It Up

• Access Core Settings: Navigate to AssetSonar ITAM → Settings → ITSM to access your overarching ticketing configurations.
• Enable Modules & Roles: Use this screen to manage ITSM user roles and activate essential intake channels like Email Forwarding or the Microsoft Teams integration.
• Set Auto-Close Rules: Define your automated cleanup parameters by dictating exactly how many hours or days it takes for stagnant “Open” or “Solved” tickets to automatically close.
• Customize Outbound Emails: Update the default sender name for your outbound email notifications so users recognize alerts coming from your specific IT department.
• Save Universally: Save your preferences to apply these overarching rules across your ITSM workspace, ensuring every new ticket and automated routine inherits this framework from day one.

Next Steps

Review your newly configured default values by verifying your custom sender name on a test notification email. From there, you can log directly into the ITSM workspace to begin customizing specific SLA policies based on this solid foundation.