Category Escalation Rule

Gain full control over Service Record Categorization, including auto-categorization and recategorization — to reduce and minimize time spent categorizing Service Records

Requirements

• SysAdmin or AI Admin permissions

• Incident/Request enabled per Category

• AI Intelligent Categorization Escalation Rule enabled

SysAid Copilot’s AI Intelligent Categorization (Escalation Rule) can automatically change Categories for AI Chatbot-created Service Records. This categorization process relies on the Category’s enabled Service record Types (Incident or Request).

AI Intelligent Categorization is triggered automatically — once its Escalation Rule is enabled and its conditions are met. Thie Escalation Rule also allows SysAid Copilot to assign a Default Status to request service records that were converted from an Incident.

This document describes how to configure and enable the AI Intelligent Categorization feature, including:

• AI Intelligent Categorization Escalation Rule

• Incidents and/or Requests per Category

• Default Statuses for Incidents and/or Requests (optional)

AI Intelligent Categorization: Guidelines

Service Records modified by this rule will follow these guidelines:

• ‘Default Statuses’ values (configured in AI Chatbot General Settings) determine Incident & Request Service Records’ “Status” values

• Categories restricted to Request-type only can only generate Request-type Service Records (with relevant Template)

• Service Records’ Status Field will be auto-populated by the Template in use if no Default Status is configured

• Templates containing mandatory Custom Fields will auto-populate/transfer the values of the newly created Service Record

Enable AI Intelligent Categorization Escalation Rule

To enable the AI Intelligent Categorization Escalation Rule, follow these steps:

1. Go to Settings > Automations > Escalation Rules

2. Make sure the AI Intelligent Categorization Rule is enabled (checked in checkbox)

Once enabled, the Escalation Rule can automatically change Categories for AI Chatbot-created Service Records.

Enable Incidents and Requests per Category

AI Chatbot will only assign Categories that have Incident and Request (Types) enabled.

Categories restricted to Request-type only can only generate Request-type Service Records (with the relevant Template).

Status Field

The Status for Incidents/Requests is determined by the ‘Default Statuses’ for AI-Chatbot created Requests and Incidents (configured in AI Chatbot General Settings).

If no Default Status is configured, the created new Service Record’s Status Field will be auto-populated by the Template in use.

Custom Fields

Mandatory Custom Fields in the Template in use are automatically transferred into their respective Fields.

Disable User-triggered ticketing

The “Allow Service Record submission via Chatbot” checkbox is enabled by default when SysAid Copilot is enabled

To disable user-triggered ticketing, follow these steps:

• Navigate to Settings > General

• Uncheck the checkbox labeled “Allow Service Record submission via Chatbot”

• Click ‘Save’ 

Set Default Statuses for Requests & Incidents

Default Statuses can be set for Service Records that meet one of the following criteria:

• Created by AI Chatbot (Incidents or Requests)

• Converted from Incident to Request by AI Intelligent Categorization Escalation Rule

The two dropdown menus of Status options display the ‘Default Status’ options available for Incidents and Requests.

Statuses must meet the following criteria in order to appear in the dropdown menus:

1. Enabled for the Service Record type (Incident/Request)

2. Class set to “Open”

Once a Default Status is chosen per Service Record-type, Service Records created using the described methods are automatically assigned the Status selected in the dropdown menu.

To set a Default Status for relevant Service Records, go to AI Chatbot Settings > General and select a Status from the relevant dropdown menu.

Note

The Default Status currently override any Status originated by the Template