Understanding Service Request Priority Matrix in SysAid

The Service Request Priority Matrix is a powerful tool in SysAid that helps administrators manage and prioritize service requests efficiently. In this article, we'll delve into the details of how the priority matrix works and provide examples to illustrate its functionality.

When the option 'Require audit trail for manual priority changes' is checked, admins who manually change an SR's priority are required to provide a reason for their change. This ensures that all changes made to an SR's priority are tracked and documented.

The Service Request Priority Matrix evaluates service records based on their impact and urgency levels. For instance, if an SR has an Impact level of Medium and Urgency level of Urgent, the calculated priority will be High. The matrix also takes into account the request user's department, with Senior Management departments receiving Highest priority by default.

SysAid applies priority rules in descending order, with CI priority taking precedence over the Priority Matrix. This means that if a service record is attached to a CI with a Normal priority, the calculated priority will override any other priority settings.

The matrix also allows administrators to define custom priority rules based on specific conditions. These rules can be applied to all agreements or individual agreements using the agreement drop-down filter.

For example, an SR with an Impact level of Low and Urgency level of Normal would receive a Priority level of Low. On the other hand, an SR with an Impact level of High and Urgency level of Critical would receive a Priority level of Highest.

In addition to manual priority assignment, SysAid also allows administrators to use the priority of the SR's Main CI or the Priority Matrix to automatically calculate priority for a service record.

The priorities page in SysAid provides a range of options for customizing priority settings. Administrators can specify certain conditions under which a service request will receive a priority other than the helpdesk default priority. For instance, they can create a rule that assigns Highest priority to all requests from Senior Management departments or assign Normal priority to all requests related to a specific agreement.

By understanding how the Service Request Priority Matrix works in SysAid, administrators can streamline their workflow and ensure that service requests are prioritized effectively. Whether you're using the matrix for manual priority assignment or automatic calculation, it's essential to understand its capabilities and limitations to get the most out of your helpdesk software.

Service request priority matrix