Why It Matters
Relevant tickets help agents understand whether a request is connected to previous issues, similar hardware problems, or other tickets from the same requester.
In AssetSonar ITSM, agents can review AI-suggested similar tickets and manually linked tickets from one place.
How to Set It Up
Go to Assistance → Tickets and open the ticket you want to review.
Open the Relevant Tickets tab. This tab includes two sub-tabs:
- Similar Tickets
- Linked Tickets
Use Similar Tickets to review tickets that may be related to the current issue. AssetSonar can recommend similar tickets based on:
- Tickets with the same issue
- Tickets with similar issues
- Other tickets reported for the same or similar hardware
- Other tickets reported by the same user
Review the suggested tickets to identify repeated problems, affected assets, or previous troubleshooting steps.
To summarize patterns across similar tickets, click Summarize with AI from the Similar Tickets tab. AssetSonar generates a summary of patterns and, where available, resolutions from similar tickets.
Use this summary to understand whether the issue has appeared before and how similar tickets were handled.
Use the Linked Tickets tab to view tickets that have already been manually linked to the current ticket.
To manually link tickets from the ticket listing page, go to Assistance → Tickets, select the checkboxes next to the tickets you want to link, click More, and select Link ITIL Objects. In the configuration popup, choose Tickets as the ITIL object, search for the target ticket, define the relationship type, and click Post.
Note: AI-suggested similar tickets should be reviewed before acting on them. Link only the tickets that are genuinely relevant to the current request.
Next Steps
Go to Assistance → Tickets, open a test ticket, review the Similar Tickets tab, generate an AI summary, and check whether any suggested tickets should be linked from the Linked Tickets tab.
