[ITSM | How-to] Searching the Knowledge Base for IT Solutions in AssetSonar

Why It Matters

Finding your own answers through the Knowledge Base saves you from waiting in the IT support queue, allowing you to instantly fix common issues—like a password reset—on your own schedule.

How to Do It

• Access the Portal: Navigate to your company’s Help Desk by visiting your specific URL (for example, if your company is ABC, you would go to abc-itsm.assetsonar.com) and log in using your standard credentials.
• Open the Knowledge Base: Click on the Knowledge Base option located in the top menu of your portal dashboard (right alongside Tickets and Create Ticket).
• Search for a Fix: Once the section opens, simply type your issue or keywords into the main search bar to instantly query all published help articles.
• Apply the Solution: Click on the most relevant article to read the step-by-step solution. If the article solves your problem, you can apply the fix yourself without ever needing to submit a request to the IT team.

Next Steps

Log into the Employee Portal, click the Knowledge Base menu option, and try searching for a common issue like “Password Reset” to see how quickly you can find a solution.