Why It Matters
Relevant tickets help technicians identify whether a request is connected to previous issues, similar hardware problems, or other tickets from the same requester.
AssetSonar also lets you connect the ticket to related Problems and Changes, helping you keep related service-management activity together and understand the wider context behind an issue.
How to Set It Up
Review Similar Tickets
- Access the Ticket: Go to Tickets from the Navigation Menu and open the ticket you want to review.
- Open Relevant Tickets: Click the Relevant Tickets tab on the ticket details page.
- Review Similar Tickets: Open Similar Tickets (Suggested by AI) to view tickets that AssetSonar identifies as potentially related to the current issue.
- AssetSonar may suggest tickets based on factors such as:
- Tickets with the same or similar issues
- Tickets involving similar hardware
- Other tickets reported by the same user
- AssetSonar may suggest tickets based on factors such as:
- Review the suggested tickets to identify recurring problems, affected items, or previous troubleshooting steps.
- Summarize Similar Tickets: Click Summarize with AI to generate a summary of patterns and, where available, resolutions from similar tickets.
- Use the available dropdown to narrow down the tickets included when reviewing suggested results.
- Note: AI-suggested tickets should be reviewed before acting on them. Link only tickets that are genuinely relevant to the current request.
Link Tickets
- Open Linked Tickets: From Relevant Tickets, switch to the Linked Tickets sub-tab.
- Link an Existing Ticket: Click Link an Existing Ticket, select the ticket you want to associate, and complete the linking process.
- Create and Link a New Ticket: If the related ticket does not exist yet, click + Link a New Ticket and complete the ticket creation form. The new ticket is linked to the current ticket.
Link or Create a Problem
If the ticket is associated with an underlying Problem:
- Open Problems: Click the Problems tab on the ticket details page.
- Link an Existing Problem: Click Link Problem and select the relevant existing Problem.
- Create a Problem: If one does not already exist, click + Create Problem and complete the Problem creation form.
Link or Create a Change
If resolving the ticket requires or relates to a Change:
- Open Changes: Click the Changes tab on the ticket details page.
- Link an Existing Change: Click Link Change and select the relevant existing Change.
- Create a Change: If one does not already exist, click + Create Change and complete the Change creation form.
Next Steps
Open a test ticket and review its Similar Tickets (Suggested by AI) results. Link a relevant existing ticket where appropriate, and use the Problems and Changes tabs when the ticket needs to be connected to broader problem or change-management activity.
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