A due date rule assigns a due date to any service record that matches its conditions. You build the conditions, set a due period, and SysAid applies it from then on.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Due Date Form Classic.
For how due dates are calculated and what the limits are, see Due Dates.
Creating a due date rule
Go to Settings > SLA/SLM > Due Dates.
Click Create New.
Set the conditions that decide which service records the rule applies to. See the field reference below.
Enter a Due period in HH:MM. This field is required.
Click Apply to save and stay on the rule, or OK to save and close.
A service record has to match every condition you set. Leave a condition at its All option to ignore it.
Rule fields
Field | What it does |
|---|---|
Enabled | Set to Yes for the rule to apply. A rule set to No is kept but has no effect. |
Agreement | Limits the rule to service records whose request user has that agreement. Left at All Agreements, the rule applies regardless of agreement. |
Category | Category, sub-category, and third-level category, each selectable separately. |
SR Type | Limits the rule to one type of service record, such as Incident, Request, Problem, or Change. |
Urgency | Limits the rule to service records at a given urgency. |
Priority | Limits the rule to service records at a given priority. |
Company | Limits the rule to service records whose request user belongs to that company. |
Due period | How long the service record has until it’s due, in HH:MM. Required. Counted in operating time, not clock time. |
Please note:
Modify Date and Modified by are filled in by SysAid and can't be edited.
Scoping a rule to an agreement
Leave Agreement at All Agreements, and the rule applies generally. Select an agreement instead, and the rule applies only when that agreement is the one on the Request User's profile.
This is how you give different groups of users different response times for the same kind of request. See Setting Up a Service Agreement (SLA/SLM).
Managing due date rules
Execution order
SysAid orders due date rules by how specific they are. The more conditions a rule sets, the earlier it runs, and the more general a rule is, the later. The Execution Order column shows the result. SysAid works this order out for you and recalculates it whenever you add a rule, so you can't set the number yourself.
This matters when a service record matches more than one rule, which is common if you keep a catch-all rule alongside narrower ones. Because the narrower rule runs first, it's the one that sets the due date. A rule that applies to all service records won't override a rule scoped to a single priority.
Sorting the list by a different column changes what you see, not the order the rules run in.
Filtering the list
Agreement is the only column you can filter on. The other columns sort but don't filter, so this is the one way to narrow the list to the rules attached to a single agreement. It's the quickest way to see what a given agreement actually promises.
Hover over the Agreement column header.
Click the funnel icon.
Choose the agreement you want to see the rules for.
The funnel icon stays visible in the column header while a filter is active.
The filter button above the list doesn't set filters. It opens a Filters panel showing how many are currently applied, with Reset to clear them.
Editing a rule
Click the row of the rule you want to change, adjust it, and click OK or Apply.
Deleting rules
Select the checkboxes next to the rules you want to delete.
Click Delete.
Restricting rules to new incidents
The Calculate due dates only on new incidents checkbox sits above the list, on the same screen as your rules.
When checked, rules apply only to Incident-type service records, and only to those created after you turn the setting on. Cleared, rules apply whenever a service record changes in a way that makes it match a rule.
Click Save next to the checkbox after selecting or clearing it.
Next steps
Adding Dynamic Due Dates to Service Records, to pause the countdown while a service record is waiting on the end user or a third party.
Modify Operating Times, to set the hours your due periods are counted against.