[ITSM How-to] Manually Creating Tickets in AssetSonar ITSM

Why It Matters

While end-users can automatically create tickets through the portal, email, or MS Teams, there are times when IT needs to step in. If a requester shows up in person, calls the helpdesk directly, or you need to document proactive maintenance, manual creation ensures every request gets tracked and routed smoothly.

How to Set It Up

• Access the Queue: Log into your ITSM workspace and click on Tickets from the Navigation Menu.
• Create the Ticket: Click the + New Ticket and then select the relevant option from the dropdown menu to open the manual entry form.
• Fill the Details: Enter the ticket details and complete the required fields.
• Assign and Save: If you are taking the ticket yourself, set yourself as the assigned Technician. Once submitted, the ticket will follow the exact same rule engines, SLA timers, and default routing as your automated channels.

Next Steps

Try logging a test ticket manually on behalf of a user to familiarize yourself with the interface and verify that your standard “New Ticket” email notifications still trigger correctly.