Settings

Service Desk

General

 

The general settings page in SysAid provides you with many different options that control how your SysAid behaves. The first part of the page is primarily related to automatic notifications, and the second part contains miscellaneous service desk settings.

 

Be sure to click Save after making any changes to this page.

 

Click on any portion of the image below to view an explanation of that section.

 

 

 

Automatic notifications

 

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 email to the administrator the service record is assigned to. This also includes push notifications (see below).

 

This will send an email to each member of the group the service record is assigned to.

 

This will send an email 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

 

New Service Record default impact
This determines the impact of all new service records submitted to the helpdesk, unless specified otherwise by an administrator.
New Service Record default urgency
This determines the urgency of all new service records submitted to the helpdesk, unless specified otherwise by an end user or administrator.
New Service Record default priority
Default priority for a service record is set under priority rules.

 

SMS Notifications

 

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.

 

 

Email notifications to administrators for new service records

 

Administrators or administrator groups can be notified by email about new service records. Choose which priorities will generate notifications using the drop-down box. Choosing low priority will ensure that all new service records generate emails. 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 pop-up 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.

 

Email 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 email 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 check box 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.

 

Automatic email notifications for guest users

 

This allows SysAid to send automatic notifications to emails not registered in User Management. This can be useful when users submit SRs in Guest mode.

 

Default closed status

This setting allows you to select a Closed status for situations where an SR is closed and a specific Close status is not specified. Currently, this is only relevant for the SysAid mobile apps.

 

Miscellaneous Service Desk settings

 

The following settings affect the operation of a variety of helpdesk functions.

 

Enable automatic suggestions from the Knowledge Base

 

When end users and/or admins submit a new service record, SysAid offers links to Knowledge Base items related to the words that they type in the Title field. You can enable this feature for end users, admins, or both. You can also choose which Knowledge Base fields are searched, and if you want to exclude any particular terms from the search.

 

When closing SR, ask whether to add to Knowledge Base/FAQ

 

When you close a service record, SysAid prompts you to add the details to the Knowledge Base. If you click yes, the title, description, and solution are automatically copied into a new Knowledge Base entry which you can then edit to your liking.

 

Limit access to Knowledge Base articles by category permissions

 

When this option is selected, admins and end users can only access Knowledge Base articles if the they have access to an article's category.




 

When an admin is not assigned to an SR and closes it, prompt the admin if to assign it to himself or not

 

When selected, SysAid asks admins who close an SRs that they were not assigned to, if they want to reassign the SRs to themselves.


 

Prompt to reset SR escalation level

When this option is enabled, SysAid asks the admins if they want to reset an SR's escalation level whenever they modify an escalated SR.

 

 

If you want to disable the message, clear this check box.

 

Enable third-level categories

 

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

 

Allow changing of SR type from Incidents to Requests and vice versa

 

This enables you to change a request to an incident and change an incident to a request. You can access this option in the list view, when you click More Actions, or within the service record, when you click in the top-right corner.

 

Change SLA when request user is updated

 

When this is selected, the value of an SR's agreement field changes to match the SLA of the updated request user.

 

When duplicating a Change/Problem/Request, reset the action item statuses

 

This option resets the statuses for action items in duplicated workflow SRs to their original status. If this option is not selected the action items inherit the status of the corresponding action items in the original workflow SR.

 

Updating problem priority, urgency, and impact from a linked incident

 

If these check boxes 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.

 

Enable visual indicators for weighted SRs

 

 

If this box is checked, your weighted SRs are displayed with a red background in their lists. A button appears, allowing you to float all your weighted SRs to the top of the list, sorted by weight in descending order.

If you enabled this functionality, you can also select for the SR list to load with the last state of the float button. For example, if the last time you were in the list, the float button was in the inactive state, the next time the list loads, it will remain in the inactive state with the weighted SRs sorted as a normal SR.

 

Note: If you do not have any weighted SRs this button does not appear, even if it has been enabled here.

 

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: