[ITSM | How-to] Turning Resolved Tickets into Knowledge Base Articles in AssetSonar

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 solution to a ticket.

How to Set It Up

Add a Solution

• Access the Ticket: Go to Tickets from the Navigation Menu and open the ticket you want to resolve.
• Open the Conversation Tab: Go to the Conversation tab on the ticket details page.
• Select Solution: Click Solution at the bottom of the conversation.
• Enter the Solution: Add the resolution details to the editor, including the issue, troubleshooting performed, and steps that resolved it.
• Save to the Knowledge Base: Open the Submit dropdown and select Submit and Save to Knowledge Base.
• Configure the Article: AssetSonar opens the Add to Knowledge Base pane. Review or complete the following fields:
  • Knowledge Base Category: Select the category where the article should be stored.
  • Subject: Review or update the article title.
  • Description: Review or update the article content generated from the Solution.
  • Visibility: Select who can access the article. This is set to Draft by default.
  • Link with [Ticket]: Keep this selected if you want the new article linked to the ticket.
  • Attachment: Add any supporting files required for the article.
• Save the Article: Click Save & Add to Knowledge Base to create the article and link it to the ticket where selected.

Next Steps

Open a test ticket, add a Solution, and select Submit and Save to Knowledge Base. Review the article details in the Add to Knowledge Base pane before saving it as a Draft or changing its visibility.