General Service Desk Customizations for SysAid Spaces

You can configure which changes to a service record trigger notifications to different types of users:

• Assigned Administrator

• Assigned group members

• Responsible agent

Click each admin type to expand and choose which changes should trigger notifications for that role (for example: added notes status change, etc.).

End users like to know the progress of their service records, so you can define when the Request user is automatically notified. You can choose to notify the request user when notes are added, the status changes, etc. This allows you to keep end users informed without overwhelming them with unnecessary updates.

You can also choose to attach a survey link to the automatic email notification sent when you close a ticket, so users can provide feedback on the support they received.

Tip!

To learn more about surveys, see Survey Introduction.

Use this check box to send all automatic request user notifications to both the request user and the submit user. Keep in mind that if the submitting user is an end user (e.g., the end user opened the service record from the Self-Service Portal), the notifications will go to them

You can also choose to send automatic notifications to email addresses not registered in SysAid. This allows SysAid to automatically notify email addresses that are not registered in User Management. This can be useful when users submit service records in Guest mode.

You can enforce notifications for all service records above a defined priority threshold, ensuring urgent issues always trigger alerts.

If no agent or group is assigned, you can define fallback email addresses. This field is limited to 8 entities (user and/or group).

Instant messages are pop-up messages that agents receive to alert them that a service record has been assigned to them or that another agent has sent them a message. To learn more about instant messaging, see Instant Message.

Please note:

The option to enable push notifications is no longer supported as the Mobile app has been discontinued. For more information on using SysAid on a mobile device, see SysAid Mobile Solution.

If an Agent attempts to close a service record they are not assigned to, SysAid prompts them to decide whether they should assign the record to themselves first.
This prevents confusion in reporting and ensures accountability for closed records.

Enables Agents to convert a service record between Incident and Request when the issue was misclassified. This helps maintain accurate categorization without requiring a new record.

Tip!

To learn more about what happens when converting an Incident to a Request and vice versa, see Convert Incident to Request in Spaces.

When the Request user is changed, this option automatically updates the SLA based on the new user’s assignment rules, department, or location. This ensures the correct SLA is applied throughout the record’s lifecycle.

Whenever an already-escalated service record is updated, SysAid prompts the agent to reset or de-escalate the escalation level. Helpful in keeping escalation history meaningful and avoiding “false” escalations.

Automatically re-evaluates and reapplies routing rules when key service record details, such as category, user, or location, are changed. This ensures the record is always assigned to the appropriate admin or group.

Limits the Assigned to dropdown to only show agents within the selected group.
This prevents agents from accidentally assigning records to the wrong team or unrelated agents.

Automatically recalculates the service record’s due date based on updated fields (priority, SLA, user, category, etc.). This ensures deadlines stay accurate whenever key service record attributes change.

Tip!

To learn more about setting up dynamic due dates, see Adding Dynamic Due Dates to Service Records.

SysAid automatically assigns an owner to an asset based on its asset history. Any user who logs in to an asset five times in a row is set as the new owner of that asset. This ability is now available under Asset Types.

You can exclude an asset from being automatically assigned in the asset's form by selecting the Exclude asset from asset owner calculation option in the Asset Form.

By default, SysAid displays two levels of categories. Select this option to enable a third level of categories: (Category → Subcategory → Sub-subcategory.

This is useful for organizations that need more granular classification of service records for routing, reporting, or SLA assignment.

Choose the visual format for presenting the assigned Group and individual user, making it easier for agents to quickly identify who is assigned.

• The Split format separates the Assigned group and Assigned user into two clear fields/columns, improving readability and reducing assignment mistakes.

• The Combine format will display a single Assignee field/column across the system that includes both the assigned user and the assigned group.

This will affect:

• The service record queue

• The service record view

• The workflow in the service record

• The template editor

• The service record creation form in the Service Desk Portal

Important:

If you change the setting, all agents currently active in the Service Desk will have their pages refreshed to apply the change. Additionally,agents that are logged in but aren’t active will need to log out and back in to have the change reflected in their view.
We recommend making this change when there’s low activity since it’ll take a while to appy the change across the system. Make sure to give your team a heads-up if you plan on changing the setting.

Specify the default values that new service records inherit. This is useful for standardizing service record quality and aligning with SLA expectations.

By default, the value is 168 - the number of hours in one week. When the number of hours you enter for triggering an escalation rule is lower than this, SysAid calculates the hours based on the operating times of the service record Request user. When the number of hours is higher, SysAid calculates the hours in absolute time, not business hours.

We recommend keeping the threshold at the default number (168). Raising the threshold too high can slow down the system for running escalation rules. The threshold range is between 1 and 1500.

Choose how to display assignees in the queue, service record view, and template designer. Combine group and user assignees into one column, or separate them into two distinct columns.

This setting allows Admins to define which service record types require mandatory fields when being closed, and which fields must be completed. It helps ensure important closure information is captured consistently where it matters, improving data quality, reporting, and compliance, without adding unnecessary friction to other service record types.

This option resets the statuses for action items in the duplicated service record workflow to their original status. If this option is not selected, the action items will inherit the status of the corresponding action items in the original service record workflow.

If these three checkboxes are checked, then Problems will take their priority, urgency, and/or impact from the linked Incident with the highest priority/urgency/impact.

If the priority/urgency/impact of a linked Incident is raised, the Problem's priority/urgency/impact is raised as well. This is true even if an escalation rule raised the priority/urgency/impact.

An incident is linked to a problem if it appears in the Related Items list for the Problem. SysAid only considers incidents in the open status class.

Example:

1. Problem A has priority Normal.

2. A new Incident with priority High is reported, and after investigation, it's determined that the Incident was caused by Problem A.

3. The Incident is linked to the Problem using the Related Items field, and the problem immediately receives priority High, taken from the Incident.

4. The Incident is subsequently escalated to priority Highest by an escalation rule, and so the Problem immediately receives priority Highest as well.

If this box is checked, the lists display your weighted service records with a red background. A button appears, allowing you to float all your weighted service records to the top of the list, sorted by weight in descending order.

If you enable this functionality, you can also select the service record list to load with the float button's last state, as it was selected by the agent with the Remember agent on/off preference for weighted service record indicator checkbox.

Please note:

If there are no weighted service records, the button will remain hidden regardless of this setting.

Choose the status the original Incident should move to after a Change record is created from it.
This helps ensure the incident reflects its correct phase (for example, Pending Change, Awaiting Implementation, etc.) while the Change process is underway.

Select the new status the Incident should take once a Problem record is generated.
This is commonly used to indicate that root-cause analysis is in progress (for example, Pending Problem Resolution).

Define the status the Incident should switch to when you convert or link it to a Request.
Useful when an issue is reclassified as a service request and should no longer follow incident workflow steps.

When enabled, any Action Items (tasks) linked to the service record are automatically closed when the main service record is closed.  This prevents lingering tasks and keeps your task lists clean.

Automatically logs chat interactions as activities inside the service record.
This ensures full communication history is captured for auditing, reporting, and transparency, without requiring agents to log activities manually.

When users create a new service record, SysAid offers links to Knowledge Base articles related to the words that they type in the Title field.

You can enable this feature for end users, agents, or both. You can also choose which Knowledge Base fields are searched and if you want to exclude any particular terms from the search.  This helps improve suggestion accuracy by removing filler words.

Prompts agents to turn their solution into a new Knowledge Base article when closing a service record. If they choose to turn the record into an article, the title, description, and solution are automatically copied into a new Knowledge Base entry, which they can edit to their liking.

This encourages continuous knowledge creation and keeps your KB up-to-date with real-world resolutions.

Restricts which articles users can see based on Knowledge Base category permissions. This ensures sensitive or internal-only content is only accessible to appropriate roles.