[ITSM | How-to] Fulfilling Service Requests as a Technician in AssetSonar

Why It Matters

Standardizing how technicians fulfill requests ensures that employees get their hardware or software promptly, and guarantees all actions are properly logged against the company’s inventory and audit trails.

How to Do It

• Access the Queue: Navigate to Assistance → Tickets from the main navigation bar to view a list of all pending tickets.
• Review the Request: Click on your assigned service request and review the specific custom fields and answers the user provided via the service catalog form to understand exactly what asset or access they need.
• Fulfill the Need: Perform the required action—like provisioning a software license or assigning a laptop from your hardware inventory.
• Document and Close: Document your steps by adding a note in the Followups tab, and then change the ticket’s overall status to Solved.

Next Steps

Resolve a test service request and then check the associated hardware or software asset record to confirm that the checkout or assignment was successfully logged in the system.