Service Desk

Service Desk Settings

Categories

Here you can edit and create categories for service requests. Each service request in SysAid has a category, and can also have a subcategory and a third-level category. Click the Save button at the bottom of the page (you will have to scroll down) after making changes to this page.

Categories help you to correctly queue and assign service requests to the appropriate administrator or administrator group. Categories are functional in many other respects is SysAid: for sorting, searching, reporting, and all other activities in your helpdesk. You can select the categories you set here in dropdown menus throughout SysAid.

Creating categories

When creating categories, you can create 1, 2, or 3 levels of categories at once. In the text fields below the category dropdown lists, type in the category, and if applicable, sub category and third level category. Then click Add.

Scenarios

• If you type in only a category, this category will be created.
• If you type in a category and sub category and neither exist, SysAid will create both. The same goes for third level category.
• If you would like to add a sub category to an existing category, you may select the category from the category dropdown list. Then type in the name of the sub category. The same goes for third level categories.

Click the checkbox next to Visible in End User Portal if you would like end users to be able to choose this category when submitting a new service request. If this is unchecked, only administrators will be able to select this category.

Modifying categories

To update a category, choose the category from the category dropdown list and click Edit. Make sure to leave the sub category and third level category fields empty. In the popup window that opens, enter the new category name and click OK. This will change the category name everywhere it appears throughout SysAid.

To update a sub category, choose the category and then sub category, and then click Edit. To update a third level category, choose the category, sub category, and third level category, and then click Edit.

If you check or uncheck the Visible in End User Portal checkbox next to a category, be sure to click the Save button at the bottom of the page to save this change.

Deleting categories

To delete a category/sub category/third level category, select it using the dropdown lists. Then click Delete. If there are any service request in that category or any categories below it, SysAid will prompt you to reassign them to another category.

Note: If you intend to delete a category with multiple sub categories, it is recommended to first delete all sub categories one at a time so that you can individually reassign the service requests in each sub category. If you delete the category first, all service requests in all sub categories will be lumped together into the category you move them to, and it could be difficult to sort through them later.

 Reassigning service requests when deleting a category

Description templates

For each category/sub category/third level category, it's possible to create a template that will appear in the description field whenever an administrator or end user chooses the category. To do this, choose the desired category using the dropdown lists and click the Description Template button.

A description template applies to a category and all sub categories under it, unless one of those sub categories has its own description template. In such a case, that specific sub category alone (and any third level categories under it) will have its own description template. A description template applied to a sub category or third level category will not apply to the category above it, nor to any categories on the same level. Only categories below are affected.

 Creating a description template

 Results of a description template