---
title: "Configure AI Statuses"
slug: "ai-statuses"
updated: 2026-08-05T06:50:15Z
published: 2026-08-05T06:50:15Z
canonical: "documentation.sysaid.com/ai-statuses"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Statuses

AI Admins can modify Service Record Statuses that impact SysAid Copilot-related Service Records so that the AI Statuses used in their organization meet the precise needs of their Service Record resolution processes.

This document describes how AI Admins can:

- Modify [User Group](/classic/docs/user-groups) permissions for AI Statuses
- Set [Default Statuses](/classic/docs/ai-intelligent-categorization-rule-1) for Service Records impacted by the AI Intelligent Categorization Escalation Rule

## Edit

The three AI-related Service Record Statuses that automatically appear in Service Desk Settings are:

- AI - Contained
- Closed - AI
- New - AI-driven Service

AI Admins can choose which User Groups can use each AI Status ([Service Record Status](/classic/docs/sr-status-settings) field), as found in their Service Desk’s Status List.

### In Spaces

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/custom statuses.gif)

To modify User Group permissions for AI Statuses, follow these steps (as shown above):

1. Go to **Settings** > **Templates & Fields** > **Fields Value Lists**.
2. From the **List** dropdown menu, select **Status**.
3. Click the 3-dot menu in the relevant Status row and check off the User Groups to enable the Status.
4. Click **Save** below the table.

> [!NOTE]
> AI Statuses:
> 
> AI Statuses can be modified but not deleted.

## Set Default Statuses

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image(217).png)

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 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.