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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 07/09/2008 10:52:36
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ariel
Technical Writer
Joined: 28/05/2008
Messages: 7
Offline
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A Tip from Sarah Lahav, the Head of SysAid Customer Service and Support Team
Here are some useful tips for you, SysAiders who use SysAid for multiple departments in your organization:
Define different administrators for different admin group based on the different departments.
Use a first level category to define the different department/services supported in SysAid. For example: IT, Accounting, HR etc.
Use routing rules to forward the different tickets to the designated people.
If you would like administrators to be able to view only the ticket of their own departments, you will need to set administrator permissions under:
Preferences  User Management administrator tab open administrator account permission tab
Modify/view Service Requests that are assigned to the user and the group.
Our Customer Service and Support team will be happy to help you in configuring SysAid for multiple department uses, so you could maximize SysAid benefits for your company!
This message was edited 3 times. Last update was at 07/09/2008 11:15:03
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22/12/2010 09:13:00
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arjanc
SysAider
Joined: 11/11/2009
Messages: 5
Offline
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At this moment we do want to use SysAid for multiple departments, but changing the first level category isn't that easy. It is now configured for just one department and the categories as we have now up to 3 levels deep work so nicely.
Is there another way to organize this. Install with different databases may be?
Arjan
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23/12/2010 08:09:25
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 735
Offline
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Dear arjanc,
You can simply add as many Categories you want you do not need to change any thing:
You can configure SysAid so that multiple departments could handle their tickets in the same system, while locking each department to its records. To configure this, follow the below instructions.
1. You need to create a category for each department. Within that category, each department should have their own subcategories and third-level categories. This should be configured in Preferences > Help Desk Settings > Categories tab.
2. You should create Administrators groups for each department (Preferences > User Management > Groups).
3. You should create routing rules (Preferences > Help Desk Settings > Routing rules tab) to automatically route the service request to the admin group based on the category that the end user selected.
4. (optional) If you have a designated mailbox for each department, you can setup email integration with each mailbox to submit service requests in the corresponding category (this will route the service requests to the appropriate group by the rules created in step 3). This should be configured in Preferences > Integration > Email tab.
5. (optional) If you need to manage assets separately for each department, you should create an asset group for each department in Asset Management > My Network Assets.
6. The final step would be to limit the permission on the admins. If you go to Preferences > User Management and click on an administrator account (this should be configured for each admin), you should be able to limit the admin to view/modify service requests that are assigned to that admin and to a group they are members of. Also, you should configure the admin to view assets in the asset group (if created in step 5).
Thanks Inna
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23/12/2010 20:58:04
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pharlap
Super SysAider
Joined: 11/09/2009
Messages: 51
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Can I make a couple of suggestions for future development of SysAid and multiple departments...
1. Most departments have different requirements of how they want their helpdesk to operate. To this end, it would be useful to make most of the settings in Preferences -> Help Desk Settings -> General Settings .. per user group.
2. On the Admin Portal, it currently lists the total number of unnasigned service requests regardless of which user group you are restricted to. Would be good to restrict this number to SR's in the groups to which you are assigned.
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24/12/2010 02:27:12
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 735
Offline
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Dear pharlap,
Thank you very much for the suggestion, however the permissions of the Admin groups and the user groups is listed in Preferences > User management > groups > Permissions tab because this section is responsible regarding all the user's configurations and I think it will be a little confusing If this will be in the different sections.
Also if you routing all your categories to Admin groups which is associated with departments and you limit in the permissions to only their data(see section 6 in my previous post). So when an admin will access Help Desk List he will see only SRs that assigned to none which associated only with his department and his Admin group.
And if you have the main Admin who can see all the SRs in the Help Desk so you can just to make Department filter or Group filter that when he use it he will see all the SRs that assigned to none in every department or Admin group.
Inna
This message was edited 1 time. Last update was at 24/12/2010 02:29:16
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04/02/2011 06:32:52
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HostVentura
SysAider
Joined: 02/02/2011
Messages: 37
Offline
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Dear All,
I have replied to this threat since it is closely connected to what I want, I you guys feel it is not then please let me know and I will open a new threat.
I have created new categories, groups and network assets for a company with several departments. Is it possible to set the end user forum up in such a way that when a user logs in he/she can only select the assets that apply to the category/group or department that user is member of?
I tried to use company and department but that did not work (see threat http://www.ilient.com/Sysforums/posts/list/6157.page#26361).
Thanks!
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07/02/2011 02:44:32
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 735
Offline
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Dear HostVentura,
In the asset you have owner so when you choose the owner of the asset and go to and user portal with the end user who is the owner of the asset it should appear there.
If you want that the list of the assets will be not according to the owner but according to company or department you should raise a feature request and i will Also vote for it.
Thanks Inna
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12/05/2011 07:33:46
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HostVentura
SysAider
Joined: 02/02/2011
Messages: 37
Offline
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Dear Inna,
I just submitted a feature request for adding a department as an asset owner. Your vote would be most welcome.
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