SysAI Chatbot Using Incorrect Template

## Why SysAI Is Picking “Wrong” Templates

SysAI doesn’t choose templates directly; it chooses a **Category** (and sometimes a Service Record Type), then SysAid applies the **default template for that category/type**. When Records Management and IT both have “catch‑all” templates that are similarly exposed to end users, ambiguous wording in the request (e.g., “request access”, “add group”, “records”) can push the classifier toward the wrong department/category.

You can’t yet bind “this exact chatbot intent → this exact template,” so the control you do have is:

- Clearer **template names and descriptions**
- Clearer **category structure and defaults**
- Tighter **visibility** per department

Below are concrete naming and configuration patterns other orgs use to reduce confusion.

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## 1. Template Naming Conventions That Work Well

Use **department‑first, purpose‑second** naming so that both humans and AI see an obvious domain:

- `IT – Access Request – AD Group / Application`
- `IT – Incident – General / Catch‑all`
- `BI – Report Request – New / Change`
- `BI – Data Access – Standard`
- `Records – Records Request – General`
- `Plan Admin – Benefit Plan – General Request`

Specific to your examples, you might rename:

- `Basic Request Process` → `IT – Request – General (Catch‑all)`
- `Default Incident` → `IT – Incident – General (Catch‑all)`
- `Records – Default Request` → `Records – Request – General`
- `BIS Reporting Request` → `BI – Reporting – New / Change Request`
- `Plan Administration – Default Request` → `Plan Admin – Request – General`

**Good practices for names:**

- Start with **Dept / Function** (`IT`, `BI`, `Records`, `Plan Admin`)
- Include **Type** (`Request`, `Incident`, `Change`, `Access`, etc.)
- Optionally end with **Scope** (`General`, `Catch‑all`, `AD`, `File Shares`, etc.)
- Avoid generic labels alone like `Default Request`, `Basic Request Process`, `IT`, or `General` with no dept prefix.

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## 2. Make Template Descriptions AI‑Friendly

Templates that appear in the Self‑Service Portal are also evaluated by the chatbot. Use short, keyword‑rich descriptions that match how end users actually phrase things:

Examples:

- **IT – Request – General (Catch‑all)**
- Description: “For IT support such as software, hardware, Active Directory, network access, email, and other tech issues.”

- **Records – Request – General**
- Description: “For records retrieval, retention schedules, file classification, archives, and record‑keeping questions.”

- **BI – Reporting – New / Change Request**
- Description: “For new reports, changes to existing reports, dashboards, KPIs, and analytics/data modeling requests.”

This helps the AI distinguish **IT access to AD groups** from **access to records** because “Active Directory, network, software” live in the IT template, and “archives, retention, records” live in the Records template.

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## 3. Align Categories and Defaults Per Department

Because the chatbot chooses primarily by **Category**, not template name:

1. Go to **Settings > Service Desk > Categories**
2. Ensure you have department‑specific **category trees**, for example:
- `IT > Access Management > AD Groups`
- `Records > Record Access > General`
- `BI > Reporting > New Request`
- `Plan Admin > Benefits > General Request`

3. Under **Settings > Service Desk > Categories > Defaults**, set:
- A **global default Incident template** (e.g., `IT – Incident – General (Catch‑all)` if your incidents are mainly IT), and
- Per‑category defaults where appropriate (e.g., `IT – Request – General (Catch‑all)` for `IT > Access Management`).

4. For each **Records** and **Plan Admin** category, set the matching departmental default template (`Records – Request – General`, `Plan Admin – Request – General`).

That way, when SysAI detects “AD group” and maps to an **IT > Access Management** category, it will pull the **IT template**, not the Records catch‑all.

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## 4. Control Which Templates the Chatbot Can Use

SysAI only considers templates that are:

- **Available to end users in the Self‑Service Portal**, and
- Match the chosen **Service Record Type**.

To reduce mis‑routing:

1. Open each template under
**Settings Portal > Customization > Templates & Fields > Service Record Templates**.
2. For **departmental catch‑alls**:
- Ensure they are visible only where needed (e.g., specific user groups or companies).
- Avoid making every department’s catch‑all **globally visible** to all users unless required.
3. Hide admin‑only or internal templates from end users so SysAI ignores them.

Many orgs limit, for example, `Records – Request – General` to only the **Records requesters / Records‑related groups**, so generic “IT support” queries never see it as a candidate.

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## 5. How Other Organizations Typically Approach This

Common patterns from multi‑department environments:

- **Single unified naming scheme** across all departments:
- `DEPT – Type – Scope` (e.g., `HR – Request – New Hire`, `IT – Incident – General`)
- **Separate “Access” vs. “Content” templates**:
- `IT – Access – Systems / AD / VPN`
- `Records – Access – Records & Archives`
- **Minimal number of end‑user‑visible catch‑alls**:
- One per major department at most, with strong descriptions and clear categories.
- **Regular review of misclassified tickets**:
- Search for IT tickets opened under Records templates, adjust:
- category keywords,
- template description text, or
- visibility / defaults.

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If you’d like, share a few example user requests (sanitized) that are being mis‑templated (like the AD groups case), plus the current category each ends up in, and I can suggest concrete naming/description text and category mappings tailored to your environment.