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.
A service record is considered to have changed every time you click OK/Apply.
You can configure which changes to an SR trigger automatic email notifications and push notifications (see below) to which admins. Click to expand the options for each type of admin.
For information about the different type of admins, see Edit Service Record.
The settings for the request user are a bit different. 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:
- The status changes. You might prefer that only certain statuses notify the end user, so we've given you the option to choose which statuses will generate automatic end user notifications.
- The assigned administrator changes.
- Notes are added to the notes field.
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.
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.
- 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.
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 .
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.
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.
The following settings affect the operation of a variety of helpdesk functions.
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 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.
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 selected, SysAid asks admins who close an SRs that they were not assigned to, if they want to reassign the SRs to themselves.
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.
By default, SysAid displays two levels of categories. Select this option to enable a third level of categories.
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.
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
If you would like chat sessions to automatically show up as activities on service records, enable this option.
Activities field from a service record
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.
Enable this option if you would prefer that only SysAid administrators can use the list actions to update fields on forms.
As of release 20.4.60, this option is only available in the Permissions tab for individual administrators and groups.
SR list actions
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.
When this is selected, the value of an SR's agreement field changes to match the SLA of the updated request user.
When this is selected, SysAid automatically assigns an owner to an asset based on the asset history. Any user who logs into an asset five times in a row is set as the new owner for that asset.
You can exclude an asset from being automatically assigned in the asset's form by selecting the Exclude asset from asset owner calculation in the asset form.
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.
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.
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.
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:
- The incident will be removed from the list of active incidents
- In reports, the incident will be reflected as a change, problem, or request