[ITSM How-to] Updating Ticket Statuses in AssetSonar

Why It Matters

Keeping a ticket’s status accurate lets the requester know where their issue stands and ensures that SLA timers respond correctly as the ticket moves through its lifecycle.

How to Set It Up

• Access the Queue: Go to Tickets from the Navigation Menu.
• Update a Single Ticket: Open the relevant ticket, locate the Status dropdown in Ticket Details, and select the appropriate status, such as New, Processing, Pending, or Solved.
• Bulk Update Statuses: To update multiple tickets at once, select the relevant tickets from the listing, click Update, select the Status field, and choose the new status.
• Account for SLA Timers: Keep in mind that changing a ticket’s status can affect its SLA timers. For example, moving a ticket to Pending can pause the applicable SLA timer while you wait for a response.
• Close the Ticket: When a ticket is closed, AssetSonar records a closing timestamp for the ticket.

Next Steps

Update a test ticket through its normal status lifecycle and confirm that the appropriate SLA behavior is applied as the ticket moves between active, pending, and resolved states.