Service Desk



Routing rules allow SysAid to automatically assign service records to administrators or admin groups without you having to even look at them. This is useful in cases where you know in advance who will work on a specific service record.


Routing can be based on:

Agreement (SLA/SLM module only): This is the request user's SLA.

Company: This is the company the request user of the service record belongs to.

User group: This is the user group the request user of the service record belongs to.

Category: This is the category of the service record.


You can route to administrators and/or administrator groups.


Note: Under Settings > Service Desk > General, there is an option to Reroute Service Records, based on routing rules, when the details of the request change. If this option is checked, then any time either the category or request user of a service record changes, routing rules will be applied again.



Creating and editing routing rules


To create a new routing rule:

  1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
  2. Select the trigger for the rule (refer to list above for your choices).
  3. Select the desired administrator and/or administrator group.
  4. Click Add at the end of the row.


To modify a rule:

1. Click the modify icon . The line you are modifying will become active allowing you to make changes, and the icons will change to Save and Cancel.

2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.


To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.


Order in which routing rules are applied


Routing rules are applied in the order they appear in this list, from bottom to top. A service record is only routed once, meaning that if two different routing rules in the list could apply, the one further down the list is used and the one further up the list is ignored.


Routing rules appear in this list alphabetically, and are sorted first by Agreement, then by Company, then by User Group, and finally by Category.