When resolving an IT issue, the ticket you are working on may be connected to other incidents, an underlying problem, or a change being implemented to address it. AssetSonar ITSM lets you manage these relationships directly from the Associations tab of a ticket.
You can link existing Tickets, Problems, and Changes, create new Problems or Changes from the ticket, and review AI-suggested related tickets from one place.
How to Review Ticket Associations
Open the relevant ticket and click the Associations tab.
The page is divided into three tabs:
- Tickets
- Problems
- Changes
1. Link and Review Related Tickets
From Associations → Tickets, you can view tickets currently associated with the ticket.
Linked tickets display relevant information such as their priority, status, assignee, creation date, and relationship to the current ticket. Where applicable, relationships such as Parent Ticket and Child Ticket are also displayed.
To associate another ticket, click Add Ticket and select the ticket you want to link.
You can also click Unlink against an existing association to remove the relationship.
2. Review AI-Suggested Tickets
AssetSonar can also surface AI Suggested Tickets that may be related to the ticket you are currently reviewing.
These suggestions help technicians identify potentially relevant historical or ongoing tickets without manually searching through the ticket database.
Review the suggested tickets and use the available Link option when you want to associate one with the current ticket.
You can also use Summarize with AI to help review the suggested ticket information more quickly.
3. Link Problems and Changes
You can also link or unlink the ticket to related Problems and Changes through the Associations tab.
Next Steps
Use the Associations tab whenever a ticket is connected to another incident, an underlying Problem, or a related Change. Reviewing these relationships alongside AI-suggested tickets can give technicians a more complete picture of the issue and help them coordinate resolution across related ITSM records.
Need help managing tickets and their associations in AssetSonar ITSM? Reach out to us at support@ezo.io.
