I'd like to hear what sysaid take on this before I go all out on it.
Both options are working but not perfect. We can list the pros and cons of each method and its up to you to decide which to use.
Option 1 - One SysAid instance that supports IT, maintenance, HR etc..
In this option you have administrator from multiple departments in one SysAid instance. You need to create admin groups and assign administrators to admin groups. You need also to change permissions so administrator can view/change only SRs assigned to their admin group (e.g. you do not wish that IT will view SRs from HR that might have sensitive information about employees). Then you need to setup the categories usually that the first level will be the target department. The next step is to configure routing rules from each main category to the admin group. You can also configure multiple incoming email account so email sent to HR@mycompany.com will have the correct category.
• One instance of SysAid – less maintenance.
• One end user portal for users.
• Less flexibility as some of the rules cannot be configure for admin group. E.g. you cannot have different working hours for HR and IT.
• You will have only two levels of categories because the main level is taken for the admin group.
• The end user portal is not only for IT now.
• Hard to have special form / fields for each service department.
Option 2 – Multiple Sysaid instances
In this option you install SysAid instance for each service department. E.g. one SysAid for IT and one separate for HR.
• Much more flexibility – each service department can have a totally different configuration.
• Each department will have separate end user portal.
• You can define special fields and form for each service department.
• More maintenance. However SysAid do not require intensive maintenance so its not too hard to support t multiple systems.
• The SysAid agent can work only with one SysAid and you can install only one SysAid agent per machine. That means that the SysAid agent will work with SysAid IT and other system will access the end user portal with direct link. Workarounds for that are to enable Single Sign on (so users will not have to login for each instance) and customize the end user portal so it will have links (and icons..) to the other SysAid instances.
I did not add cost to considerations because actually the extra cost will be very similar between the options.
I mentioned before that both options are not perfect however I think that the benefits to have SysAid for all the service departments are much larger then to wait that we will have better solution. Currently we have many success stories of SysAides who extend SysAid to all departments some of them use option 1 and some option 2.
Some suggestion to improvements we plan:
• Option 1 - Have more flexibility to define rules for each admin group.
• Option 1 – Create separate form for each SR type.
• Option 2 - Better integration with multiple SysAid instances.