Configure Service Desk Alerts

AssetSonar Service Desk Alerts let you automatically create ITSM tickets when selected alerts are triggered in AssetSonar. This helps your IT team turn important events into actionable tickets without manually creating them in the service desk.

Why It Matters

AssetSonar can generate alerts for events that require attention from your IT team. By connecting these alerts with AssetSonar ITSM, you can automatically convert selected alerts into tickets and manage the resulting work through your service desk.

How to Set It Up

First, make sure AssetSonar ITSM is enabled for your account.

Navigate to Settings → ITSM and locate the Service Desk Alerts settings.

Enable Service Desk Alerts

Under Service Desk Alerts:

1. Select Enable.
2. Select a Service Desk Alert Requester. This is a required field and the selected requester will also be used as the creator of tickets generated through Service Desk Alerts.
3. If required, select a Service Desk Alert Assignee to automatically assign generated tickets to a particular user.
4. Save your settings.

The assignee does not have to be configured for a Service Desk Alert ticket to be created.

Select Alerts to Create ITSM Tickets

Once Service Desk Alerts are enabled, go to More → Alerts & Emails → ServiceDesk Alerts.

The page displays the available alerts grouped by module. Select the checkbox against each alert for which you want AssetSonar to automatically create an ITSM ticket.

You can select alerts across different modules depending on the events your IT team wants to manage through the service desk.

Once you have selected the required alerts, click Save Settings.

Whenever one of these selected alerts is triggered, AssetSonar will automatically create a corresponding ticket in ITSM.

Automated Ticket Generation in AssetSonar ITSM

When a selected ServiceDesk Alert is triggered, AssetSonar uses the alert information to create the ITSM ticket automatically:

• The alert Subject becomes the ticket Title.
• The alert Body becomes the ticket Description.
• The Service Desk Alert Requester configured in your ITSM settings becomes the requester and creator of the ticket.
• If you configured a Service Desk Alert Assignee, the ticket is assigned to that user automatically.

This enables events detected across AssetSonar to flow directly into your ITSM workflow, where your team can track, assign, and resolve them as tickets.

Need help configuring Service Desk Alerts for AssetSonar ITSM? Reach out to us at support@ezo.io.