[ITSM | How-to] Automate and Use Smart Ticket Assignments in AssetSonar

Why It Matters

Smart Assignments help route tickets to the right technicians by using ticket context, technician history, workload, and past assignment patterns.

This helps teams reduce manual assignment work while still allowing agents to review or update the assigned technician when needed.

How to Set It Up

Go to Assistance → Tickets and open the ticket you want to review.

When Smart Assignments are enabled, AssetSonar can auto-populate the Assignee field using AI. The Assignee field is highlighted with a blue/purple border when the value is filled by AI.

AssetSonar can recommend assignees based on:

• Agents who worked on similar issues in the past
• Agents who frequently handle tickets in the same category
• Agents who worked on similar assets
• Agent ticket success rates
• Current SLA breach patterns
• Current workload and ticket priority
• Ticket impact

Open the Assignee dropdown to review available assignees. AI-suggested assignees appear with the AI icon so you can identify recommended technicians.

The suggested assignees also appear in the suggestions tab in the right overlay. The order of assignees follows the AI recommendation order.

If the suggested technician is correct, keep the AI-filled Assignee value and continue working on the ticket.

If the ticket should go to someone else, update the Assignee field manually. When you replace the AI-assigned technician, AssetSonar uses that change as feedback for future assignment recommendations.

Note: Review AI-assigned technicians before proceeding, especially for high-impact tickets, SLA-sensitive requests, or tickets already close to breach.

Next Steps

Go to Assistance → Tickets, open a test ticket, review the AI-filled Assignee field, check the AI-suggested assignees in the dropdown, and update the assignee if needed.