General Settings
  • 27 Sep 2023
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General Settings

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Article Summary

general settings in core

The General Settings page is where Admins can configure multiple behaviors in the Service Desk. 

These capabilities pertain to:

Be sure to click Save after making any changes to this page.

Automatic Notifications

Service Desk Automatic Email & Push Notifications 

You can configure which SR Changes trigger automatic email notifications and push notifications sent to Admins.

Service Record ActivityNotification Recipient Options (one or more)
Status Change*
  • Assigned Admin
  • Assigned Group Members
  • Responsible Administrator
  • Submit User
  • Non-registered Users
  • Request User
"Assign to" Change
  • Assigned Admin
  • Assigned Group Members
  • Responsible Administrator
  • Submit User
  • Non-registered Users
  • Request User
Notes Changes ("Notes added" in Classic)
  • Assigned Admin
  • Assigned Group
  • Responsible Administrator
  • Submit User
  • Non-registered Users
  • Request User
Other changes
  • Assigned Admin
  • Assigned Group
  • Responsible Administrator
  • Submit User
  • Users not registered in User Management
New Service Record
  • Submit User
  • Admin (Instant Message)
New Service Record with selected Priority (Low/Normal/High/Very High/Highest)
  • Assigned Group
  • Assigned Admin
  • Assigned Admin (SMS)
  • Custom phone number (SMS)
New Service Record with selected Impact (Low/Normal/High/Very High/Highest) 

* Admins can define (through multi-select) which Status Change values trigger Notifications:

Select one or more Status values to include in the Notification trigger


  • You can choose to attach a link to your survey to the automatic email notification sent when you close a Service Record
  • If the Submit user was an end user (e.g. the end user opened the service record from the End-User Portal),  both them and the Request User will receive the Notification
  • To use SMS notifications, you must first configure SMS integration, and then put in your administrators' Text Message number
  • If a SR has no assigned Admin, you can select one or more Admins to receive the SMS or Email Notification using the three dots icons
  • If the "Low" Priority level is set as a Notification trigger, the recipient will receive a Notification for every SR that is opened

Default Values

Example of default Field value for Impact and Urgency Fields


Default Value for Impact and Urgency Fields

You can define default values for a Service Record's Impact and Urgency Fields (Low/Normal/High/Very High/Highest)  which will impact all new Service Records submitted to the Service Desk (unless otherwise specified by the Admin).

Default Value for Closed Status Field

You can set a default Closed Status to populate the Close Status field when it hasn't been populated.

Currently, this is only relevant for the SysAid mobile apps.

Knowledge Base

Configurations for Knowledge Base behaviors


Title Field Suggestions 

You can enable auto suggestions from the Knowledge Base for when users (End Users, Admins, or both) are populating the Title Field. 

You can configure one or more Knowledge Base Fields to derive the suggestions from (Title, Question, and Answer).

You can also specify words for the Search to exclude from its results.

Limit Knowledge Base Article Access

You can limit Knowledge Base article access to be defined by Category access so that Admins and end users can only access each article if they have access to its associated Category.

Automatic Service Record Behaviors

Enable Automatic Service Record Behaviors


 You can activate a number of Service Record behaviors by enabling the triggers listed in the table below.

User ActionAutomatic Result
Admin closes a Service Record that they're not assignedAsk Admin if they want to assign it to themselves
Admin re-assigns Service Record to themselvesAsk Admin if they want to reset the Service Record's Escalation Level
Request User or Category Fields updatedRouting Rules reapplied
Request User updatedChange SLA
Change/Problem/Request Service Record (ITSM only) duplicatedReset Action Item Status
Change created linked to an Incident (ITSM only)Change Incident Status
Service Record closedAll Action Items automatically closed
Chat SessionLog as a Service Record Activity
Automatic Incident Status Changes (ITSM only)
You can enable an automatic Status change for Incident Service Records for whenever Changes, Problems, or Requests are linked to that SR

For each of these three Service Record Types, one Status value can be chosen as the resulting Status:

  • New
  • Open
  • Closed
  • Verified Closed
  • Pending
  • Postponed
  • Deleted
  • Reopened by End User
  • User Responded
  • Pending Problem Resolution
  • Closed - AI
  • New - AI-driven Service
  • Pending User Response

Generative AI

Enable Generative AI features

 SysAdmins with a valid AI license (“AI Admins”) can enable Generative AI Features in General Settings page.

Category Rules



Enable Third Level Categories

By default, SysAid displays two levels of categories. Select this option to enable a third level of categories.


Display the automatic notifications in messages

This determines whether you will by default see automatic messages in service records. If you have this option disabled, you can still see automatic messages by clicking Show automatic messages above the messages field.

Messages field from a service record

Allow changing of SR type from Incidents to Requests and vice versa

This enables you to change a request to an Incident and Change an Incident to a Request. You can access this option in the list view, when you click More Actions, or within the Service Record, when you click HelpDeskSettingsfilesConvert2.jpg in the top-right corner.

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