How to set up SysAid to send notifications for new service requests?

A Tip from Sarah Lahav, the Head of Ilient Support Team

There are a few elements that need to be set up before you compose and begin operating the automatic notification function provided in SysAid, and in particular, a notification of a new service request:

1. Setting up email integration.
2. Choosing the appropriate priority for the notifications
3. Arranging the routing rules for the notification
4. Assigning the notifications to certain administrators or administrator groups

Email Integration- Outgoing Email Notifications
The first step you need to take in order to activate the automatic notification of a new service request in SysAid  is to enable email integration.

Go to Preferences> Integration> Email Integration, and check the box next to 'Enable incoming (pop3) email integration'.
Fill out the email integration form, but take care to use a special email address for the integration.

SysAid can be set-up to send e-mail notifications to administrators or to administrator groups assigned to address specific service requests. Your user password is only needed if your SMTP requires authentication. If you do not provide SMTP information, SysAid will neither send any notification nor communicate with users concerning service requests; in effect, this mutes SysAid.

The E-mail Integration (incoming emails) page is a duplicate of part of the General Settings page, therefore if you have completed the incoming email settings on the General Settings page there is no need to re-enter data here

Choosing the appropriate priority for the new service request notifications
Go to Preferences> Help Desk Settings> General Settings.
You can enable the email integration here, if you did not do so already in the Email Integration page.

Next, notice the check box 'Email notification on new Service Request with priority -'  and the dropdown menu to its right.

It is advised to choose the lowest status (which is the highest number in your pre-set list of priorities), so that notifications will be sent for all the new service requests.

Arranging the routing rules for the new service request notification
Now you should set up a routing rule for the notification about a new service request. If you neglect to do so, SysAid will be unable to send a notification when a new service request arrives at your help desk.

If you have previous routing rules, make sure they do not contradict the routing of the automatic notifications of new service requests sent by SysAid.

Go to Preferences> Help Desk Settings> Routing

Set up at least one general routing rule for all categories and all the administrators, if you wish your notification for a new service request to be sent.

Assigning the new service request notification to certain administrators or administrator groups

If you return to the General Settings page, you can now check the appropriate boxes to make sure the notifications will be sent to the assigned administrators or administrator group