Ticket Collaboration, Resolution & Asset Context
Resolve tickets using comments, notes, mentions, watchers, linked assets, requester details, and device context.
Adding Attachments & Inline Images in AssetSonar Tickets
Why It Matters Visual context like error screenshots or log files drastically reduces the time it takes an agent to…
Adding Internal Notes in Tickets
Why It Matters Separating internal IT communication from requester-facing updates ensures that end-users only see relevant responses while technicians can…
Adding Observers to Tickets
Why It Matters Managers or specialized agents often need to monitor critical issues without officially taking ownership of the ticket.…
Associate Tickets with Assets
Why It Matters Linking a hardware or software asset directly to a ticket gives agents instant visibility into the device’s…
Configuring Followup & Solution Templates
Why It Matters Pre-written templates save agents time on repetitive questions and ensure the IT team maintains a consistent, professional…
Create and Manage IT Releases
Deploying approved changes often requires teams to coordinate affected assets, deployment tasks, tests, risks, and rollback plans. A release brings…
Creating Parent & Child Tickets
Why It Matters Splitting a massive request—like onboarding a new employee—into smaller child tickets allows different IT teams to work…
Fulfilling Service Requests as a Technician
Why It Matters Standardizing how technicians fulfill requests ensures that employees get their hardware or software promptly, and guarantees all…
Manage Problems and Known Errors
AssetSonar’s Problem Management module helps IT teams investigate recurring issues, document root causes and solutions, and turn confirmed problems into…
Merging Duplicate Tickets
Why It Matters Merging duplicate submissions prevents multiple agents from unknowingly working on the exact same issue, keeping your queue…
Review and Link Related Tickets, Problems, and Changes
When resolving an IT issue, the ticket you are working on may be connected to other incidents, an underlying problem,…
Take Actions on Items from Tickets
Why It Matters ITSM tickets often require action on related items such as assets, asset stock, inventory, software licenses, or…
