Configure SysAid Copilot
  • 21 Feb 2024
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Configure SysAid Copilot

  • PDF

Article Summary

Comprehensive AI suite designed and built to enhance the ITSM experience.

SysAid Copilot bakes generative AI into every aspect of service management -- offering various modules that work together to improve efficiency, empower employees, and provide valuable insights.


  • SysAid Copilot License

  • SysAdmin or AI Admin permissions

Enable SysAid Copilot

AI Admins can enable SysAid Copilot in the Admin Portal, by going to Settings > Self-Service Desk > General Settings > General Service Desk Customizations and checking off the "Enable SysAid Copilot" checkbox — to enable the following features:

AI Admins can also enable AI Emailbot under these Settings (below the “Enable SysAid Copilot” checkbox), whose features and setup are described here.

Grant AI Admin Permissions

SysAdmins can grant full control over SysAid Copilot features to Admins (who are not SysAdmins) by going to Settings > Administration > User Management > Service Pros (Admins) and checking off the “AI Admin” checkbox.

This permission grants the selected Admin with “AI Admin” permissions; allowing them to assist with the SysAid Copilot AI configurations available under the AI Chatbot Settings; General, Data Pool, and Monitor & Fine-tune and AI Usage Dashboard.

Configure Automatic AI Intelligent Categorization

SysAid Copilot’s AI Intelligent Categorization can automatically change Categories for Service Records created using 1-Click Submission.

This automatic categorization relies on the Category’s enabled Service Record Types (Incident and Request).

The “AI Intelligent Categorization” (out-of-the-box, but configurable) Escalation Rule must be enabled in order for automatic categorization to be triggered.

Enable the AI Intelligent Categorization Escalation Rule

When this Escalation Rule is enabled and its conditions met, AI Intelligent Categorization is triggered automatically and the AI Chatbot creates a Service Record with an empty Category.

Service Records created in this use-case will also follow these guidelines:

  • “Status” for Incidents/Requests is determined by the ‘Default Statuses’ — as configured in the AI Chatbot General Settings page

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

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

To configure the “AI Intelligent Categorization” Escalation Rule, go to: Settings > Automations > Escalation Rules.