Automatic Routing Rules
Beyond the ITIL process workflows, SysAid products allow you to automatically assign tickets, and the associated records, to the most appropriate support people (or resolution groups) based upon the incident or service request record’s properties, such as classification, SLA, organization, user group, and category.
Automatic Escalation Rules
SysAid provides a powerful, native, automated escalation, and notification, mechanism that allows you to set up rules related to tickets (and the associated records) according to a number of criteria. For example, you may wish to escalate a new ticket, if it hasn’t been classified and assigned within one hour of receipt, by changing its priority and notifying the relevant manager.