Tip for users- Supporting a few companies in SysAid

Many of you, the IT professionals who use SysAid, provide help desk services to more than a single company.
Therefore, it is especially valuable for you to know that you can customize SysAid to support different companies!
SysAid allows you to provide a multitude of options or details for service requests to clients from different companies, to route the service requests of various companies to particular IT administrators, to create hierarchies between the priorities attributed to service requests arriving from different companies according to their SLA, and more.

Here is how to configure SysAid to support the different companies you work with:

Defining a new company for SysAid

1. In the SysAid main menu, on the left of your screen, go to

 Preferences => User Management => Companies

2. To define a new company for SysAid, click the New icon
3. Fill out the company details as defined in the form.
4. In the 'Categories' tab, you may choose to configure which categories will be visible for the new company you are defining for SysAid. Choose the radio button 'Please Select a category', and check only the categories you wish the users from that company to see. Note that if you do not check any category, the users from that company will be able to see all the categories that exist in your SysAid help desk management tool.

LDAP integration for different companies  

1. Please note that this option is available only in the full version of SysAid.
2. After you have defined for SysAid the different companies you work with, please go to:

Preferences => Integration => LDAP

3. Check the 'Enable LDAP integration' box at the top of the page.
4. Fill out the LDAP integration form for a specific company.
5. Click the Add button at the bottom of the page, next to the 'Additional LDAP Servers'.
6. Repeat steps 1-4 above with the appropriate integration details to integrate SysAid with LDAP for another company.

Customizing different routing rules according to companies.

1. In the SysAid main menu on the left of your screen, go to:

Preferences => Help Desk Settings => Routing

2. Notice that you can select from the dropdown menu a company to set a routing rule for. This option will be available only after you have defined your different companies for SysAid as explained in section A. above.
3. You may choose to route the service requests coming from a certain company to a particular administrator or admin group responsible for that company. Choose the relevant administrator/s from the dropdown menus.
4. Click the 'Add' button to add a routing rule, or 'Delete' to cancel your routing rule.

 
Customizing different escalation rules according to companies.

1. In the SysAid main menu on the left of your screen, go to:

Preferences => Help Desk Settings => Escalation Rules

2. Click the 'Create a New Rule' button.
3. Notice that when you fill out the escalation rule form according to your preferences, you can choose the company for which the rule will apply. This option will be available only after you have defined your different companies for SysAid as explained in section A. above.
4. Click the 'Add rule' button at the bottom of the page to save your new rule.

Ordering the service requests of different companies according to hierarchical priority.

1. In the SysAid main menu on the left of your screen, go to:

Preferences => Help Desk Settings => Priorities

2. From the dropdown menu you may choose a company to define the priority for. This option will be available only after you have defined your different companies for SysAid as explained in section A. above.
3. You may also choose other values such as user or department to define the priority for. From the dropdown menu, choose a priority to suite your preferences for this company.
4. Click the 'Add' button to save the priority.

Creating company supervisors

1. Note that this option is available only for SysAid full version users.
2. Before creating supervisors, you should define at least one company with some end users who belong to it in SysAid, as explained in section A. above.
3. Go to: Preferences => User Management => End User Manager, and click the entry of a user you wish to define as his/her company supervisor.
4. In that end user's General Details tab, click the customize icon.
5. A popup screen opens, to allow you to customize the form. Using the arrow button, move the field 'Is Supervisor' from the available fields box to the visible fields box, and click save.
6. Now you will be able to see this field in your form. Choose from the dropdown menu "company supervisor" option.
7. Click 'OK'.

Thank-you for using SysAid