Automate your IT help desk and IT service management processes such that every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within your IT organization.
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.
Automatic Due Dates
SysAid Automation lets you specify a due date for ticket resolution, i.e. the timeframe within which the ticket should be resolved. You can define automatic due dates based on various criteria, such as category, urgency, priority, and SLA. Due dates can also be used to inform users of the expected resolution date for their submitted ticket, and to notify IT support people and managers when tickets are at risk of being, and then become, in breach of SLA targets.
Priority is an important attribute of incident and service request records and IT support. Thus, SysAid provides various methods for automatic ticket prioritization, such as using a Priority Matrix (based on urgency and impact), which is often the preferred option according to research and ITIL best practices. For additional flexibility and control, you can also choose for priority to be based on the requesting end user (for example, if you operate a VIP list) or by the associated IT service or IT asset (for example, based on business criticality).
Dynamic Timers and Operating Hours
Set up timers to measure the time your tickets spend in various states, based on your IT organization’s operating hours. Then set up, or redefine, your SLA and escalation rules based on analysis of real-world operations. SysAid’s built-in, best practice timers include: Time to Respond and Time to Resolve.
Dynamic Forms (Category-Driven Templates)
SysAid lets you create different forms to match your different types of end-user interactions (and resulting records). For example, the form used to request printer ink cartridges can be different to that used to report a problem with Microsoft Outlook. You can associate each service category with a matching form, which is loaded automatically during ticket creation.
Automatic Reminders and Notifications
Set up automatic reminders based on dates, such as software expiration dates, and set up automatic notifications based on various conditions. There is also an after-save trigger for more advanced automation and integration with other software in your organization. For example, after a certain ticket is created or closed, you can set up any internal process via the after-save triggers.