Why It Matters
Resolved tickets often contain useful fixes that other employees may need later. Turning these resolutions into knowledge articles helps your team document repeat issues and reduce future ticket volume.
AssetSonar ITSM lets you create or update knowledge base content while adding a ticket solution or resolution note.
How to Set It Up
Go to Assistance → Tickets and open the ticket you want to resolve.
In the ticket timeline or response area, use the dropdown above the text input box to select Solution.
Add the solution details for the ticket. Include the issue, what was checked, what fixed the problem, and any steps the requester may need to follow later.
If the resolution should be added to the knowledge base, select Make changes to Knowledge base before posting the solution.
After you post the solution, AssetSonar opens an overlay with a Suggested by AI section. This section shows relevant knowledge base articles based on the ticket details and solution.
Review the suggested articles before creating anything new. If an existing article already covers the issue, use the action menu to choose one of the following actions:
- Link to Ticket: Links the suggested article to the current ticket.
- Edit Article: Opens the article in editable mode so you can update it with the latest resolution details.
If no existing article fits the ticket, click Create New Article. You will be redirected to the drafting page, where you can click Generate with AI to create a new article draft from the ticket details and solution or draft the article yourself.
Review the article draft before publishing. Confirm the title, steps, category, formatting, and visibility settings.
Note: Do not create a new article if a relevant article already exists. Link or edit the existing article instead to keep your knowledge base clean.
Next Steps
Go to Assistance → Tickets, resolve a test ticket, select Make changes to Knowledge base, review the AI-suggested articles, and either link an existing article, edit an existing article, or generate a new article draft.
