Hello, I am new to Sysaid and have inherited a system that was setup by another admin. We are currently only using it for the helpdesk but I would like to dig deeper into the other aspects, remote access, asset management, etc. But right now I am looking to clean up ticketing. Is there a way to auto assign a ticket once an admin has replied to it?
+4Hi there,
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SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
## Auto-Assign Tickets After Admin Reply in SysAid
Yes, SysAid allows you to configure rules to automatically assign tickets to an admin after they reply. This can be achieved by setting up **Escalation Rules** or **Workflow Rules**. Below is a step-by-step guide to help you configure this:
---
### Step 1: Access Escalation Rules
1. Log in to your SysAid Administrator account.
2. Navigate to **Settings** > **Service Desk** > **Escalation Rules**.
---
### Step 2: Create a New Escalation Rule
1. Click on **New** to create a new rule.
2. **Define the Trigger Condition**:
- Set the condition to trigger when an admin replies to a ticket. For example:
- **Field**: "Last Updated By"
- **Condition**: "Equals"
- **Value**: "Admin"
3. **Set the Action**:
- Configure the action to assign the ticket to the admin who replied. For example:
- **Action**: "Assign to"
- **Value**: "Last Updated By"
---
### Step 3: Save and Test the Rule
1. Save the escalation rule.
2. Test the rule by replying to a ticket as an admin and verifying that the ticket is automatically assigned to the admin who replied.
---
### Additional Notes
- If you want to ensure this rule applies only to specific ticket categories or priorities, you can add additional conditions in the escalation rule.
- You can also use **Workflow Rules** for more complex scenarios, such as triggering additional actions or notifications.
---
### Need More Help?
If you encounter any issues or need further assistance with setting up these rules, feel free to ask for help. We're here to guide you through the process!
Yes, SysAid allows you to configure rules to automatically assign tickets to an admin after they reply. This can be achieved by setting up **Escalation Rules** or **Workflow Rules**. Below is a step-by-step guide to help you configure this:
---
### Step 1: Access Escalation Rules
1. Log in to your SysAid Administrator account.
2. Navigate to **Settings** > **Service Desk** > **Escalation Rules**.
---
### Step 2: Create a New Escalation Rule
1. Click on **New** to create a new rule.
2. **Define the Trigger Condition**:
- Set the condition to trigger when an admin replies to a ticket. For example:
- **Field**: "Last Updated By"
- **Condition**: "Equals"
- **Value**: "Admin"
3. **Set the Action**:
- Configure the action to assign the ticket to the admin who replied. For example:
- **Action**: "Assign to"
- **Value**: "Last Updated By"
---
### Step 3: Save and Test the Rule
1. Save the escalation rule.
2. Test the rule by replying to a ticket as an admin and verifying that the ticket is automatically assigned to the admin who replied.
---
### Additional Notes
- If you want to ensure this rule applies only to specific ticket categories or priorities, you can add additional conditions in the escalation rule.
- You can also use **Workflow Rules** for more complex scenarios, such as triggering additional actions or notifications.
---
### Need More Help?
If you encounter any issues or need further assistance with setting up these rules, feel free to ask for help. We're here to guide you through the process!
I do not see any of these settings:
2. **Define the Trigger Condition**:
- Set the condition to trigger when an admin replies to a ticket. For example:
- **Field**: "Last Updated By"
- **Condition**: "Equals"
- **Value**: "Admin"
3. **Set the Action**:
- Configure the action to assign the ticket to the admin who replied. For example:
- **Action**: "Assign to"
- **Value**: "Last Updated By"
This is what I see:
Hi
I would first like to make sure that I understood you query correctly.
When an admin send out an email on a ticket, which is currently unassigned, you want the admin to be automatically assigned to it?
If yes, then unfortunately this is not possible with the current SysAid functionality.
An alternative, if you are also using admin groups, would be to enable the ‘Enable automatic dispatch of service records’ option on the admin groups from Tools > Groups.
This will enable workload-based assignment to admins in this group. This means that when an SR is created and assigned to this group without a specific "Assigned To" admin, SysAid assigns the SR to the admin in this group who is assigned to the least amount of SRs. If there are multiple admins with the fewest number of SRs, then the system assigns new SRs alphabetically.
Details can also be found here:
Please let me know if this would be an acceptable alternative to what you are looking for or if I have misunderstood your query.
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