Service Desk
Service Desk Settings
General Settings
The general settings page in SysAid provides you with many different options that control how your SysAid will behave. The first part of the page is primarily related to automatic notifications, and the second part contains miscellaneous service desk settings.
Be sure to hit Save after making any changes to this page.
Click on any portion of the picture to go to an explanation of that section.
Notifications sent when a service record changes
A service record is considered to have changed every time you click OK/Apply.
This will send an e-mail to the administrator the service record is assigned to. This also includes push notifications (see below).
This will send an e-mail to each member of the group the service record is assigned to.
This will send an e-mail to the responsible administrator designated on the service record. A service record does not have a responsible administrator by default. Go here for more information about responsible administrators.
Default impact, urgency, and priority of new service records
Enabling this option will send an SMS to the administrator assigned to a new service record if the priority of the new service record is greater than or equal to the priority you choose here. In the event that the service record has no assigned administrator, you can select one or more administrators to receive the SMS instead using the ellipses button 
.
Note: To use SMS notifications, you must first configure SMS integration, and then put in your administrators' Text Message number.
E-mail notifications to administrators for new service records
Administrators or administrator groups can be notified by e-mail about new service records. Choose which priorities will generate notifications using the dropdown box. Choosing low priority will ensure that all new service records generate e-mails. You can also select one or more administrators who will receive the notification in the event that a service record has no assigned administrator or admin group.
Instant messages are popup messages that administrators receive the next time they change pages in SysAid. Click here for a more in-depth explanation of instant messages.
Push notifications send a notification to your iPhone any time one of the other notifications is triggered. In order to receive push notifications, you must both enable this option and sign into the SysAid Mobile App at least once from your iPhone.
E-mail notifications to end users
Your end users like to know the progress of their service records, which is why you have the option to have automatic notifications sent to them when certain types of changes are made to their service records. Your end users can be notified when:
Note that you also have the option to attach a link to your survey to the automatic e-mail notification sent when you close a ticket.
Notifying the submit user in addition to the request user
Depending upon the way your helpdesk operates, you might want the person who submitted the service record to receive the end user notifications in addition to the person on whose behalf the service record was opened. Using SysAid terminology, this means that the submit user will receive request user notifications in addition to the request user (go here for explanations of submit and request users).
Use this checkbox to send all automatic request user notifications to both the request user and the submit user. Keep in mind that if the submit user was an end user (e.g. the end user opened the service record from the End User Portal), the notifications will go to him/her.
Miscellaneous service desk settings
The following settings affect the operation of a variety of helpdesk functions.
When closing SR, ask whether to add to Knowledge Base/FAQ
When you close a service record, SysAid will prompt you to add the details to the Knowledge Base. If you click yes, the title, description, and solution will automatically be copied into a new Knowledge Base entry which you can then edit to your liking.
By default, SysAid displays two levels of categories. Select this option to enable a third level of categories.
Reroute Service Records based on routing rules when the details of the request change
With this option enabled, routing rules will be reapplied any time the request user or category of a service record changes. The routing rules are reapplied at the time you select the new request user or category, not at the time you save the service record, so if the ticket you are working on needs to be assigned to somebody not specified in the routing rules, you can always manually change the assigned administrator or admin group and then save the service record.
Display the automatic notifications in messages
This determines whether you will by default see automatic messages in service records. If you have this option disabled, you can still see automatic messages by clicking Show automatic messages above the messages field.
Messages field from a service record
Automatically add chat sessions as activities within the Service Record
If you would like chat sessions to automatically show up as activities on service records, enable this option.
Activities field from a service record
In the SR form, show only the Assigned To users, according to the selected admin group
With this option enabled, the Assigned To field on the SR form will be linked to the Admin Group field. When you are looking at a service record, only administrators who are part of the currently selected Admin Group will show up as choices in the Assigned To list.
Only SysAid Administrators can update SR fields from list actions
Enable this option if you would prefer that only SysAid administrators can use the list actions to update fields on forms.
SR list actions
Updating problem priority, urgency, and impact from a linked incident
If these checkboxes are checked, then problems will take their priority, urgency, and/or impact from the linked incident with the highest priority/urgency/impact. If the priority/urgency/impact of a linked incident is raised, the priority/urgency/impact of the problem is raised as well. This is true even if the priority/urgency/impact was raised by an escalation rule. An incident is linked to a problem if it appears in the Related Items list for the problem. SysAid only looks at incidents in an open status class.
Example: Problem A has priority Normal. A new incident with priority High is reported, and after investigation, it's determined that the incident was caused by Problem A. The incident is linked to the problem using the Related Items field, and the problem immediately receives priority High, taken from the incident. The incident is subsequently escalated to priority Highest by an escalation rule, and so the problem immediately receives priority Highest as well.
Statuses of incidents linked to changes, problems, and requests
When an administrator creates a linked change, problem, or request from within an incident, it usually means that the incident will not be worked on directly anymore. Rather, the work will be done on the linked SR. These options tell SysAid to automatically change an incident's status when a linked change, problem, or request is created. Automatically changing the incident status has several benefits, including: