Why It Matters
ITSM tickets often require action on related items such as assets, asset stock, inventory, software licenses, or software.
AssetSonar ITSM lets agents take supported item actions directly from the ticket workspace. This means you can check items in or out, update entitlements, remove stock, or manage software actions without switching back to the ITAM side of AssetSonar.
How to Set It Up
- Go to Assistance → Tickets and open the ticket you want to work on.
- Open the Items tab. From here, go to Linked Items or Requester’s Items, depending on the item you want to review.
- Click Browse Items to search for relevant items. You can search for an item directly or use the Item Type filter to narrow the list.
- To link an item to the ticket, click the link icon on the relevant item card.
- To take action on an item, click the More options icon (⋮) on the item card. AssetSonar shows the actions available for that item type.
- When you select an action, AssetSonar opens the relevant action form inside ITSM. These forms follow the same workflow used on the ITAM side, so agents can complete item actions without leaving the ticket.
- Browse and Link Additional Records: In addition to items, agents can browse and link Purchase Orders, Contracts, and Vendors directly from an ITSM ticket.
- Click Browse Items and select the relevant record type from the Item Type dropdown. You can then search or filter the available records and link the required record to the ticket.
- Available filters depend on the selected record type:
- Purchase Orders: Status, PO Type, Approver, and Vendor
- Contracts: State, Contract Type, Approver, and Vendor
- Vendors: Status
- Purchase Orders can also be searched by their PO number when Purchase Orders is selected as the Item Type.
| Item type | Action | What it does |
| Asset | Checkout | Checks out an asset to a user or location and updates custody from the ticket workspace. |
| Asset | Checkin | Checks the asset back in and updates its custody/availability. |
| Asset | Extend Checkout | Extends the active checkout period for an already checked-out asset. |
| Asset | Retire | Retires the asset when it should no longer remain in active circulation. |
| Asset | Start Service | Starts a service or maintenance event for the asset. |
| Asset | Extend Service | Extends an active service or maintenance event. |
| Asset | Schedule Service | Schedules a future service or maintenance event for the asset. |
| Asset | Complete Service | Marks an active service or maintenance event as complete. |
| Asset | Transfer Custody | Transfers custody of a checked-out asset to another user without requiring it to be checked in first. |
| Asset Stock | Checkout | Checks out asset stock and updates custody/availability. |
| Asset Stock | Checkin | Checks asset stock back in. |
| Asset Stock | Extend Checkout | Extends the active checkout period for checked-out asset stock. |
| Asset Stock | Retire | Retires asset stock that should no longer be used. |
| Inventory | Remove Stock | Removes quantity from inventory stock. |
| Software License | Update Entitlements | Updates license entitlements for user-based, machine-based, or user-machine-based licenses. |
| Software | Uninstall Software | Starts the software uninstall workflow for selected devices where the software is installed. |
| Software | Blacklist | Marks software as blocked or unauthorized according to your software governance workflow. |
| Software | Whitelist | Marks software as allowed or approved according to your software governance workflow. |
Review Item Actions in the Ticket Conversation
Whenever an item action is successfully completed from a ticket, AssetSonar automatically records the activity as an internal system note in the ticket’s Conversation tab.
These notes are created immediately, appear under System, include the time of the action, and cannot be edited or deleted.
This applies to supported actions across Assets, Asset Stock, Inventory, Software Licenses, and Software. AssetSonar also records when supported items are linked to or unlinked from the ticket.
This gives agents a centralized, auditable history of item-related activity without having to review the individual item record separately.
Customize Item Attributes Shown in ITSM
To choose which item details appear in ITSM, go to AssetSonar → Settings → ITSM → Customization.
From here, you can view and customize the attributes displayed for items in the ITSM ticket workspace.
You can also configure which attributes appear on ITSM cards for Purchase Orders, Contracts, and Vendors.
By default, AssetSonar displays:
Vendors: Available Assets, Address, Website
Purchase Orders: Vendor, Requested By, Created On
Contracts: Vendor, Start Date, End Date
