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 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. This Escalation Rule also allows SysAid Copilot to assign a Default Status to request service records 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 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 to check the AI Intelligent Categorization Rule 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 with Incident and Request (Types) enabled.

Categories restricted to Request-type 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 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 drop-down menus of Status options display the ‘Default Status’ options available for Incidents and Requests.

Statuses must meet the following criteria to appear in the drop-down 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 drop-down menu.

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

Note:

The Default Status currently override any Status originated by the Template