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Question

Marking users as VIPs

  • 4 June 2024
  • 4 replies
  • 56 views

I am looking for a way to be able to highlight when a user logging a ticket either via portal of telephone is a VIP level user.

So when an analyst start filling out an incident ticket for example and select the user as User X, the ticket somehow displays a tag or marker or something to say they are a VIP.

Is this possible?

4 replies

SysAid Copilot
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Userlevel 1
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Hi there,

SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:

**AI magic at your service!**

To highlight VIP users in SysAid when they log a ticket, you can follow these steps to create a custom field and set up a visual indicator for VIP users:

**Step 1: Create a Custom Field for VIP Users**
1. Go to `Settings` > `Customize` > `Fields`.
2. Click on `Add Field` and create a new custom field called `VIP`.
3. Set the field type to `Checkbox` or `Dropdown` with options `Yes` and `No`.
4. Save the custom field.

**Step 2: Assign VIP Status to Users**
1. Go to `User Management` > `End Users`.
2. Edit the profiles of users who should be marked as VIP.
3. Set the `VIP` custom field to `Yes` for these users.
4. Save the changes.

**Step 3: Display VIP Status in Tickets**
1. Go to `Settings` > `Service Desk` > `Forms`.
2. Edit the form used for incident tickets.
3. Add the `VIP` custom field to the form layout.
4. Save the form.

**Step 4: Create a Visual Indicator for VIP Users**
1. Go to `Settings` > `Service Desk` > `Views`.
2. Create a new view or edit an existing view.
3. Add a filter to highlight tickets where the `VIP` field is set to `Yes`.
4. Use color coding or icons to visually distinguish VIP tickets.
5. Save the view.

By following these steps, you can ensure that tickets logged by VIP users are easily identifiable by analysts. If you need further assistance, please don't hesitate to open a Service Record for more detailed support.
BiancaVatrici
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Userlevel 1
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Hi Adam, please have the steps provided by the bot tested as they will be the ones that allow you to see the title you can provide an end-user with.

Let us know if you encounter any issues following the steps. 

A
Rank
Badge +1

Hi, I have tried the steps provided by the bot but the steps are not the same as what I see in my options so I cannot test. 

BiancaVatrici
Rank
Userlevel 1
Badge

Hello Adam, 

 

Thank you for bringing this to our attention. As this is matter that requires further information please submit a Service Record by clicking the 'Create a Service Record'  located in our Support Section from our Page dedicated to our customers:

https://www.sysaid.com/supports

The options for support can be to raise a ticket or reaching us via Support Chat and have the ticket raised along with us. 

Have a great day!

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