As an IT Admin, a major chunk of your working day is spent managing various IT incidents that swarm in the form of issues to your ServiceDesk. On the other hand, you also need visibility into your IT infrastructure so you can instantly know which devices need maintenance, checkouts, return, or disposal.
AssetSonar ServiceDesk Alerts feature facilitates your work as an IT Admin. It streamlines your problem identification and incident management processes.
You can now automatically create tickets within Jira Cloud against the AssetSonar alerts of your preference. Get more visibility into pending tasks and issues, set Assignees and Priority Level for alerts within Jira, and resolve your issues in a proactive manner.
Delegate IT service management issues as they crop up to individuals in your IT team, expedite issues, follow up on them, and monitor their progress as you go.
Contents
- Enable the Jira integration
- Select the ServiceDesk Alerts of your preference
- Automated issue creation in Jira Cloud
1. Enable the Jira integration
Before you implement the ServiceDesk Alerts and create issues in Jira, make sure that your AssetSonar account is integrated with your Jira ServiceDesk account.
To do so, go to Settings → Add Ons → Jira Integration → Jira Cloud → Connect to Jira Cloud.
To learn more about how to enable the Jira Cloud integration in AssetSonar, click here.
Select your preferred email as the ‘Jira Alert Requester’ and save settings.
This email indicates the Requester for issues created in response to ServiceDesk Alerts.
Note: All the users in your AssetSonar account must be integrated with and added to the Atlassian account.
2. Select the ServiceDesk Alerts of your preference
Once you’ve enabled the integration, a tab labeled ‘ServiceDesk Alerts’ will appear on your Alerts page. Go to More → Alerts to see.
On this page, you can select all the alerts against which you want to create issues in your Jira Helpdesk.
Let’s say, as an IT Admin, you want to oversee and automate the IT service management process of your IT Assets. You can select the alerts highlighted below, and hit ‘Save Settings’.
This means that whenever you’ll receive an AssetSonar alert for the following actions:
- Service started on an Asset
- Service completion due on an Asset
- Recurring Service pending
- Service pending in ____ days
AssetSonar will automatically create an issue in Jira for the alerts corresponding to these actions.
You can also select alerts related to other modules so Jira issues can be created against them.
3. Automated issue creation in Jira Cloud
Let’s see how this plays out in your Jira Helpdesk.
Suppose a Mobile Asset in the custody of Edward Sean is faulty and requires servicing. You start service on it from the Asset Details Page.
Add details to the ‘Service Assets’ dialog box and hit ‘Create Service. This creates a ServiceDesk Alert in Jira as shown and notifies the Jira Admin so they can take action on it.
From here, you can set an Assignee and a Priority level to the issue. You can also add internal notes or reply to the reporter. Hit Waiting for Support → Escalate when you’re done.
AssetSonar also gives you the option to create ServiceDesk Alerts against the following action items/modules:
Note: Only the Account Owner can configure the ability to prompt issue creation in Jira from ServiceDesk Alerts in AssetSonar.
Read more: AssetSonar Integrates With Jira Server To Enable Seamless Issue Tracking
About AssetSonar
AssetSonar is the leading ITSM tool used by IT-intensive organizations and businesses all over the globe. Sign up today for a free 15-day trial.
For more assistance, drop us an email at support@ezo.io. You can also visit our blog for detailed support posts.
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