SR Edit

Service Desk

SR Form

Introduction to the SR form

The SR form is where you create new service records, update service records, record activities, and otherwise manage all facets of an individual service record. Each tab on the SR form has its own fields, each with its own purpose. Read below for an overview of each tab and the fields it contains. There is also a glossary of all available fields for the SR form at the very bottom of this page.

Any tab on the SR form can be customized using the cogwheel icon . By customizing tabs, you can choose which fields appear on each tab and in what order. It's highly recommended to put all of the fields you use most on the General Details tab, as this will save you time by having to switch tabs far less frequently.

Help for working on changes, problems, and requests: The process for working on changes, problems, and requests is different than for working on incidents, and you can read about the appropriate processes in the respective help files. However, almost all fields that appear on the SR form are also used by changes, problems, and requests. Therefore, it's recommended to refer to this help page when working on changes, problems, and requests, as well.

Click on the tab you would like information for:

Also on this page: Customized Printout, Customizing the Mobile SR form, and Available Fields for the SR form

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

The General Details tab includes the category of the service record; the title and description; the status, urgency, and priority of the service record; and much more. Some of these fields are explained in this section. The remainder are discussed in the list of available fields at the bottom of this help page.

When you are done making all necessary changes to your service record, click OK/Apply to save your work.

Default fields on the General Details tab

Here is a partial list of the default fields that appear on the General Details tab.

Sub Type (Enterprise Edition only)

In order to select another sub type, you must first create it under Service Desk --> Sub Types. Each sub type allows you to display a different set of fields on the form. Example: You have two departments using SysAid-- IT and Maintenance. Each of these two departments will need to record different types of information on the SR form, and you would therefore like to create a different form for each of them. By customizing the form using the cogwheel icon

, you can choose which fields appear on the form for each sub type. When IT is creating a new service record, they choose the IT sub type and the SR form shows only IT relevant fields. When Maintenance is creating a new service record, they choose the Maintenance sub type and the SR form shows only maintenance relevant fields.

Category

This allows you to categorize your service records. Categories are important for routing of service records, automatically calculating due dates, and reporting.

Title and Description

The title and description of the service record.

Notes

Allows you to log notes on the service record. Depending upon how you've configured SysAid under Customize --> Appearance, you may or may not be able to type directly into this field. If you can't type into the field, you may add a note using the Add a note button. Adding a note in this way adds your name and a timestamp of when the note was added.

By default, end users can view this field from the End User Portal, and can even add their own notes.

When an admin adds notes, the end user can be notified as specified under Service Desk --> Service Desk Settings --> General Settings.
When an end user adds notes, the status of the SR can be updated as specified under Preferences --> End User Portal.

Status

This allows you to record the progress of the service record from submission to resolution. You can change the status of a service record as many times as you like to reflect ongoing updates. Status changes can send out automatic notifications as specified under Service Desk --> Service Desk Settings --> General Settings. If you choose a closed status, the Closure Information field appears and you can select the appropriate closure information.

Example of the lifecycle of a service record:

A service record is submitted via e-mail integration and automatically is given status New.
The helpdesk dispatcher reads the service record and decides that it should be assigned to Tom. He assigns the SR to Tom and changes the status to Open.
Tom views the service record, realizes that he's missing some information, and sends the end user an e-mail. He then changes the status to Awaiting Response.
The end user receives the e-mail and responds with the desired information. SysAid E-mail Integration automatically adds the response to the service record and changes the status to Client Responded.
Tom sees that a response has arrived, reads the response, and realizes that he won't be able to resolve the issue for at least two days. He changes the status to Followup and puts a followup date on the service record.
In two days, the followup date arrives, and an escalation rule changes the status of the service record back to Open.
Tom sees that the service record has opened, and knows that he can resolve it now. Tom resolves the service record, changes its status to Closed, and enters the appropriate closure information.

Urgency, Impact, and Priority

These fields indicate how critical this service record is to the continued operation of your company.

Urgency is how soon the issue will affect normal company operations.
Impact is how big the effects of the problem will be.
Priority is calculated based upon urgency and impact, as seen in the Priority Matrix.

Service records opened by e-mail receive the urgency specified for that e-mail address under e-mail integration. Service records that are opened by end users receive the default service record impact specified under Service Desk Settings --> General Settings and either the default service record priority specified under Service Desk Settings --> General Settings or the priority specified by any applicable priority rule or the Priority Matrix.

Due Date

The due date indicates by what date this service record must be resolved. Due dates can be calculated automatically using due date rules. If you don't want due dates changed after they've been set by the system, you can make them read-only by customizing the form using the cogwheel icon

. Go here for more information for making form fields read-only.

Main Asset

Allows you to connect an asset to the service record. Any asset attached to a service record in this fashion will include the service record under the Service Desk tab on the asset form. This allows you to easily track all service records that have been logged against an asset.

You can click Change to attach a different asset, or click Detach to remove the asset.
Click

to view details for the attached asset. This can be very helpful for troubleshooting hardware or software related issues.
Click

to initiate a remote control session with the attached asset and instantly connect to the computer with the problem. Note that the remote control icon only appears if the attached asset is a computer.

Request User

This is the user who's requested the service. If an administrator opens a service record on behalf of somebody else, he or she can select the request user from the adjoining list (see Using advanced dropdown lists, below). There are four action icons that appear next to the request user:
Click

to view the user profile for the request user.
Click

send an e-mail to the request user (see below for further details).
Click

to send a a chat request to the end user's computer. After confirmation, a chat session will begin. (When an admin clicks here, SysAid checks the list of Online Users to see if the user is currently logged in to the network. If the user is logged in, SysAid send the chat request to the machine he or she is logged into.)
Click

to initiate a remote control session with the computer the end user is logged into. (When an admin clicks here, SysAid checks the list of Online Users to see if the user is currently logged in to the network. If the user is logged in, SysAid send the remote control request to the machine he or she is logged into.)

Submit User

The submit user is the user who submitted the service record. The functionality here is the same as for request user, but with one major difference: the submit user can't be changed.

Assigned To and Admin Group

Assigned to is the administrator who is working on the service record, and Admin Group is the group of administrators who is responsible for the service record. Depending upon how you assign work in your service desk, you may assign a service record to an admin, an admin and an admin group, or just an admin group.

Assigned to and Admin Groups can receive automated notifications when a service record changes as specified under Service Desk Settings --> General Settings.

Attachments

You can add relevant attachments to this request by clicking the Add button next to Attachments. A popup screen will allow you to browse your computer for the files you wish to attach.

Add attachments to a service record

Sending an e-mail from a service record

SysAid allows you to track all e-mail correspondence with your end users from within a service record. Any time you send an e-mail from a service record, the e-mail is added to the message log for that service record. When the end user responds to the e-mail, the answer is also added to the message log. In that way, all e-mail correspondence is readily available to any administrator that looks at the SR. Please read more about the message log below.

Click the icon next to any user name on the SR form to send a message from within a service record. This opens the Send Message page. You can read more about this page here.

Important: When you send an e-mail from within a service record, the Subject line of the e-mail is prepopulated. Do not change the Subject! When the user replies to your e-mail, SysAid sees the service record number in the subject line and knows which service record to update. If you change the subject, SysAid will create a new service record instead of adding the response to the existing SR.

Sending an e-mail from a service record

Using advanced dropdown lists

Some of the dropdown lists on the SR form offer additional functionality. These dropdown lists allow you to type the list item you are looking for so that it is easier to find. You can also choose advanced search to open a dedicated search page.

Searching through an advanced dropdown list

Matching incidents to problems (ITIL only)

There are frequently instances where an incident is caused by a larger problem. When you are viewing an active SR of type incident, SysAid suggests open problems that may be the cause for the incident. By locating the correct problem, you can find out information that could help you to more easily resolve the incident, such as a workaround. You can also easily attach the incident to the problem, which will ensure that the incident is properly resolved when the problem is resolved.

Matching an incident to a problem

If there are one or more problems that could be related to the incident you are currently viewing, SysAid will display these in a list. You may click on a problem name to view details for that problem. This can help you to understand if a problem has caused the incident. If you find that a problem has indeed caused the incident, return to the SR form and click the checkbox next to that problem's name. When you save the SR form, the problem is attached to the incident under related items.

Note: SysAid only displays suggestions if the current incident is in an active status and if there are no problems already linked to the incident.

Which problems does SysAid display?

SysAid displays problems in two instances:

There is an active problem with the same category as the current incident.
There is an active problem attached to an active incident that has the same category as the current incident.

Actions available from the upper menu bar icons

There are several actions that you can perform on a service record using the icons in the upper menu bar:

Duplicate a service record

There are times when it's convenient to duplicate a service record, such as when two different departments need to work on the same issue. Click the Duplicate icon to duplicate a service record. An exact copy of the service record is created, which you can then save.

Notes:

Be sure to save your service record before you duplicate it.
The message log is not duplicated, so be sure to copy any important correspondence into one of the notes fields before duplicating the SR.
Activities are not duplicated, so be sure to copy any important notes into one of the notes fields before duplicating the SR.

Create a new linked item

Service records are frequently related to other components of the helpdesk. These other components could include tasks, projects, Knowledge Base items, and more. From within a service record, SysAid allows you to create a new item which is linked to the SR you are looking at.

Click the Create a new linked item icon .
Select the type of item you would like to link to. You may link to projects, tasks, FAQs, CIs, and assets.
Select whether the current item caused the new linked item, was caused by the new linked item, or neither.
Click Create New.

SysAid will now create a new item of the selected type, and this item will be linked to the service record you were just looking at. You may view and edit the relationships between linked items from the Related Items tab.

Create a new linked item

SysAid allows you to easily create a new linked item from any service record. You can create a problem from an incident, create a change from a problem, create a KB article from an incident, etc. After the new linked item is saved, it will appear in the Related Items list.

Click on the Create a new linked item icon .
Select the appropriate type of linked item.
If you have selected a request, change, or problem, you must select the desired template. Note that only request, change, or problem templates with the same category as the SR or without a category will be available in the list.
Click Create New to create the new linked item.

Create a customized printout of your service record

You can create a customized printout of your service record using the Customized Printout icon . Read more about customized printouts here.

Delete the service record

Click the Delete icon to delete the service record. You must have permission to purge SRs for this icon to appear.

Print to PDF

You can print the SR form to PDF using the PDF icon .

Customize the SR form

Click the Cogwheel icon to customize the SR form. This icon only appears to SysAid Administrators. Read more about customizing forms here.

Archive a service record

It can be helpful to archive old service records so that they no longer appear in your Service Desk work queues. On any closed SR, click the Archive icon to archive that service record. Once archived, a service record may no longer be modified by anybody in any way. Additionally, an archived service record will only appear in the Service Desk list if you are using a view that shows archived records (see customizing list views). An archived record may be restored using the Restore icon . Once restored, the service record may be edited normally.

Note: The archive icon is only available for SRs with a closed status class.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

Typically, you will use the Solution tab after you've finished working on a service record. It allows you to record the steps you've taken to resolve the SR.

After making any changes on this page, click OK/Apply to save your work.

The Resolution and Solution fields give you two different places to record the steps you've taken to resolve a service record. Note that the solution field appears by default to end users on the End User Portal while the resolution field does not.

The Actions list gives you several options:

Icon	Function
	Initiate a remote control session with the SR's Main Asset. Note that the remote control will only work if the attached asset is a computer.
	Send an e-mail to the SR's request user.
	Add the contents of the solution field to a new Knowledge Base article. The category, title, and description of the service record are copied as well. For more information about creating Knowledge Base articles, please go here.
	Click here to view all Knowledge Base articles with the same category of the service record. This helps you to quickly find a relevant KB article that can help you resolve the service record.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

This tab allows you to record activities for your service records. Activities represent the time an administrator spent working on a service record, and can include any relevant notes or telephone conversations with the end user. Activities logged here appear in SR activities reports.

To record an activity:

Enter the Start Time for the activity. The default start time is the current time.
Enter the End Time for the activity. This manually calculates the total time. Alternatively, you may manually enter the Total time in the format XX:XX.
Enter a Description for the activity.
Click Add. Your activity appears in the table below the Add button. You can delete an activity at any time using the Delete button.

The activity is logged against whichever user appears in the User field. If you use the Change button to change the user, you can log an activity for a different user.

Note: When a chat has an attached service record, the chat is logged as an activity in that service record. The activity start time is when the chat was accepted, and the activity end time is when the chat was closed.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

The message log records all e-mails sent from a service record and all e-mails received by SysAid that are connected to a service record.

SysAid identifies an e-mail as being relevant to a service record if it finds "#XXXX" in the subject of an e-mail and "XXXX" corresponds to an existing service record ID. (Example subject line: "Regarding Service Record #106 Software X keeps crashing")

Click Open all messages to open a new window that attaches all e-mails into one page for easy viewing.

Click on the Body of a message to view the full message in a new window.

Viewing automatic messages in service records

Under specific circumstances, such as when a status changes, SysAid may send e-mails automatically from a service record. Automatic e-mails sent by a service record are also shown in the message log.

Click the show automatic messages button if you would like to see these messages Click the hide automatic messages button if you would like to hide them (only one of these buttons shows at once, depending upon whether you are viewing automatic messages or not).

You may also choose whether automatic messages are shown or hidden by default under Service Desk --> Service Desk Settings --> General Settings using the option "Display the automatic notifications in messages." Regardless of what you select there, you can always use the show/hide buttons to show or hide automatic messages.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

This tab shows a list of all chats that are attached to the service record. Click on a chat for more details about it.

For full instructions for using the chat list, please go here.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

The Business Impact tab shows you which CI this service record is connected to (referred to as the Main CI). This allows you to predict other IT problems that might arise because of the open service record.

Example: As you can see in the screenshot below, Adobe Dreamweaver is installed on MKT026, and Dreamweaver is connected to the Technical Writing business process (only the word "Technical" appears in the screenshot). Therefore, if MKT026 has a problem that prevents it from being used, you know that there won't be any further updates to the technical documentation until the problem is fixed.

By always viewing the business impact of a service record, you can better prioritize your time, and you can make sure to always respond to the most important service records first.

Note: In the CI Relations Graph, CIs with active service records are highlighted in orange, and CIs with monitoring warnings or errors are highlighted in red.

Attaching a CI to a service record

If a service record has a Main Asset, and if that Main Asset has been imported to the CMDB, then a Main CI is automatically attached to the service record. In other cases, you need to manually attach a CI to the service record.

To attach a CI to a service record:

Click Change to open a list of CIs in the CMDB. Note that the default category filter for this list is the category of the service record, and you will only see CIs that have this category. If you would like to view CIs in other categories, you must update the category filter.

Viewing CIs in the Server category
Search for the desired CI, and click on it to attach it to the task.
Click OK/Apply after attaching the CI.

You can now see the Business Impact of this task on your network.

Filtering the CI Relations Graph

Using the dropdown list, you can choose to view CI relationships affecting the CI, affected by the CI, or in both directions. You may also use the Relation Type Filter to show only certain types of relationships in the graph. For example, if you want to see only software installed on a workstation, you would create a filter that shows only CIs connected by the Installed on/Contains SW relationship.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

Under this tab you can see a list of all changes that have been made to this SR. Click on Incident changed (or the appropriate link, depending upon SR type) to open a new screen with a snapshot of the SR at that revision.

Note: The activities field is not logged in the SR history.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

This tab allows you to manage the relationships between the service record and other entities within SysAid. Creating relationships allows you to easily see what this service record is connected to, and it also creates links to the related items so that you can easily navigate back and forth between them.

When you are done making all necessary changes to your service record, click OK/Apply to save your work.

Following is a description of the default fields that appear on this page:

Main Asset: Please read the description found on the General Details tab, above. A service record's Main Asset is added to the Linked Items table that appears on this tab.
Main CI: Similar to the Main Asset. Once a service record has a Main CI, the service record will appear on the Help Desk tab for that CI in the CMDB. For more information about the functionality of the Main CI, please read the Business Impact tab, above. A service record's Main CI is added to the Linked Items table that appears on this tab.
Main Project: If this service record is part of a project, you can select the relevant project here. This adds a link to the project so you can easily access it from the service record. A service record's Main Project is added to the Linked Items table that appears on this tab.
Main Task: Selecting a Main Task adds a link to the task so that you can easily access it from the service record. If you have selected a Main Project for this SR, only tasks that are part of that project will appear in this list. If no project is selected, all tasks for all of your projects appear in this list. A service record's Main Task is added to the Linked Items table that appears on this tab.
Parent ID: Sometimes, multiple service records are submitted for the same problem. A good example is when the internet goes down, and you get 30 service records informing you of this. In order to effectively manage all of these service records together, SysAid allows you to make one service record the parent and all other service records the children. Any status changes that affect the parent SR affect all the children (such as closing the SR), and any e-mail sent to the parent SR can also be sent out to all of the child SRs. In this way, you can manage all of the service records as one.

Parent SRs
A service record is automatically considered a parent service record as soon as it has child service records. This means that all you need to do is assign the child SRs. If you would like to see all child SRs for a given parent, open the parent SR and add the field Child Service Records to the form using the Cogwheel icon .

Child SRs
To make a service record a child service record, enter the SR# of the parent SR into the Parent ID field and click OK/Apply. This adds a link to the parent SR. Once a service record is marked as a child, you don't generally need to look at it again. Note that the only way to change the status of a child SR is by changing the status of the parent.

Using the Linked Items table

The Linked Items table shows you a list of all items related to the service record. Click on any item to open a new window with details for that item.

Items added to this table also appear in the Linked Items table for the related item. For example, if you add a task to the Linked Items table on a service record, you will see the service record in the Linked Items table for that task.

Adding linked items

The following four items are added to this list automatically, as detailed immediately above:

Main Asset
Main CI
Main Project
Main Task

You can also manually add linked items:

Select the type of item you would like to add using the Add a new link, of type dropdown list.
Choose whether the linked item caused the current SR, was caused by the current SR, or neither.
Click the Add button. This opens a list of items of the selected type.
From the list, select one or more items using the tickboxes at the left end of the rows.
Click the Select button to save the selected items. This closes the list and attaches the items.

Removing linked items

To remove linked items that were added automatically (such as Main Asset), remove the connection (e.g. Detach the asset,) and the item will be removed from the table.

To remove linked items that you added manually:

Select one or more linked items using the tickboxes.
Click the Delete icon that appears above the list.

General					Business		Related	Customized
Details	Solution	Activities	Messages	Chats	Impact	History	Items	Printout

In addition to the default service record printout accessible from the print icon , you may find it helpful to customize your own SR printout. A custom SR printout is very simply an Excel spreadsheet of your design that SysAid will populate with all necessary fields from the service record.

Example of a customized printout

In order to customize the printout of a service record, please do the following:

Go to Help Desk --> List (Service Desk --> Incidents in Enterprise) and click on any service record.
Click on the Cogwheel icon on the upper menu bar.
In the Design Form window, select “Customized Printout” from the Tab dropdown list. Then, move any fields you want to show up in your printout from the Available Fields list to the Visible Fields list. Click on Save.

Important: If a field does not show up in Visible Fields, it will not show up in your printout, even if you include that field on the Excel template.

On the computer hosting your SysAid, go to ...\SysAidServer\root\WEB-INF\conf\templates.
You should see a file called <your_account_ID>_customized_printout.xls. Open it in Excel. (It's a good idea to make a backup of this file before you begin editing it.)
The Excel you've opened has two tabs: SR Printout and Data.

The SR Printout tab contains the visual template for your customized report. You may edit this as you see fit. Please note that only text contained within the defined borders will actually be printed.
The Data tab contains a list of available SR fields that you may add to your printout. The field name is contained in column A, and the field content is contained in column B. For example, cell A14 has the field name Solution, so you know that the content of the solution field is in cell B14. (Note that in the Excel template, the entire B column is blank. The data is only populated when you do a customized printout. Do not edit the Data tab.)

Therefore, if you would like to add the Solution field to the customized printout, on the SR Printout tab you would type "Solution:" in the desired cell and then type =$Data.B14 in the adjoining cell. If you would like to add the Resolution field to the SR Printout tab, you would type "Resolution:" in the desired place and then type =$Data.B15 in the adjoining cell.
Save the document when you are finished making changes. All customized printouts will use this file as the template.
To print a service record using the template you've just customized, open any service record and click on the Customized Printout icon in the upper menu bar.

Customizing the Mobile SR form

You can choose which fields appear on the SR form in the Mobile App, both for administrators editing incidents and for end users viewing their existing incidents (and requests).

Click the cogwheel icon on the upper menu bar. This opens the Design Form page.
From the Tab list, select the Mobile tab to customize the administrator SR form.
From the Tab list, select the MobileEndUser tab to customize the end user SR form.
To choose which fields appear on the Mobile or MobileEndUser tab, follow the instructions found here.

The changes you've made are now reflected in the SysAid Mobile App.

Available Fields for the SR form

The fields listed here are also available on non-workflow tabs on the Request, Change, and Problem forms.

Field Name	Description
Actions	Displays three links that allow you to 1) send a message to the user who opened the service record, 2) add the SR as an article in the Knowledge Base, and 3) search the Knowledge Base for articles related to the category of the current SR.
Activities	Allows you to record service record activities. See the activities tab above for more information.
Admin Group	Allows you to assign the service record to a group of administrators. Depending upon your Service Desk settings, administrators in this group may receive automatic e-mails when the service record is updated.
Agreement	(Enterprise only, SLA only) Shows the name of the service level agreement (SLA) attached to the incident. Read more about SLAs here.
Asset ID (list only)	Shows the Asset ID of the asset that the request is attached to.
Assigned Counter	Shows the number of times the SR has been assigned or reassigned since it was opened.
Assigned to	Allows you to assign the service record to an administrator. Please read more about this field on the General Details tab, above.
Attachments	Allows you to add attachments to a service record. Please read more about this field on the General Details tab, above.
Category	Allows you to categorize your service records. Categories are important for routing of service records, automatically calculating due dates, and reporting. You may configure categories under Service Desk --> Service Desk Settings --> Categories.
CC	Any users in the CC list are automatically added to the CC field when you send an e-mail from the SR.
Chats	Displays a list of all chats attached to this service record. For more information, see the Chats tab, above.
Child Service Record	If this service record is the parent of other requests, the list of the child service records will be presented in this field, as links to these child requests. Updating the status of the parent SR will update the status of any children. Also, any e-mail you send from the parent SR can be sent to the children as well (by means of a checkbox on the send e-mail form). When closing a service record that has child service records, the solution field will be copied from the parent to its child service records.
CI Relations	Shows you which CIs are related to the service record's Main CI, and shows you whether they're directly connected or connected through other CIs.
CI Relations Graph	Shows a graphical display of which CIs are related to the Main CI of the current service record.
Classification	Allows you to specify the relative scope of the service record, whether minor, significant, or major. Classification is typically used for changes, but can also be used for incidents and problems.
Close Time	Displays the time and date that the service record was closed. Only shows a time and date if the service record is in a status with a closed status class.
Closure Information	Allows you to specify additional information about the way the SR was closed. This field only appears if the SR is in a status with class "Closed". This field always appears next to the Status field, regardless of where it is in the list of visible fields on the Design Form page; likewise, if the Status field is not in the list of visible fields, then Closure Information will never be visible. This list can be edited under Customize --> Lists.
Company	This is the company of the SR's request user. You can assign users to companies under User Management --> End Users. If you select a company before selecting a request user, the list of request users will show only users from the chosen company.
Current Support Level	This is determined by the group that the SR is currently assigned to. By looking at this field for all of your service records, you can see the distribution of your SRs throughout your various levels of support. You assign support levels to groups under User Management --> Groups.
Department	This is the department of the SR's request user. You can assign users to departments under User Management --> End Users. You can create departments under Customize --> Lists (choose the Department list).
Description	This is the description of the service record. When a service record is created from an e-mail, the body of the e-mail is added to this field.
Disable End User Notifications	If this checkbox is checked when the SR form is saved, end user notifications are not sent. Notes about this checkbox: Every time you save the form, this checkbox resets to unchecked. If this checkbox is checked when you save the SR form, the message to the end user is saved in the message log with the subject "Not sent." (Note that this only applies in cases where the notification would have otherwise been sent. If there is another reason the notification would not have been sent, nothing appears in the message log.)
Due Date	Presents an empty pane and a calendar icon. An administrator can fill in the due date for the request either by clicking the calendar icon and selecting the date or by typing it into the pane.
Email Account	This field only contains an e-mail address if the service record was created from an e-mail. It shows the e-mail address that the end user originally e-mailed to create the service record. This e-mail account is used for sending automatic e-mails for this service record. If this field is blank, the default help desk e-mail account is used for sending notifications.
Escalation Level	Displays the escalation level of a service record. A 0 means the SR is not escalated.
Follow-up Actual Date	This is the date that an administrator actually followed up on a service record. Can be used to trigger escalation rules.
Follow-up Planned Date	This is the date that an administrator intends to follow up on a service record. Can be used to trigger escalation rules.
Follow-up Text	This is a notes field that allows you to write any notes related to the desired follow up for this service record.
Follow-up User	This list allows you to choose which administrator will be following up on this service record.
History	Shows a history of the changes made to the service record. For more information, please see the History tab above.
Impact	Impact is how big an effect the SR will have on your organization. Impact is chosen by administrators. This is in contrast to Urgency, which is how soon the SR will have a negative effect on your organization. You may edit the Impact list under Customize --> Lists.
Is Escalated (list only)	This field shows whether or not an SR is escalated. Is either "yes" or "no".
Links	Allows you to add links to websites, FTP, local/network storage, and Lotus Notes items.
Links to Other Items	This field easily allows you to see if an incident is linked to a change, problem, task, etc. For more information, please see the Related Items tab above.
Location	Allows you to choose a location for the service record. The location list may be edited under Customize --> Lists.
Main Asset	This is the primary asset affected by the service record. Read more about this field on the General Details tab, above.
Main CI	This is the primary CI affected by the service record. Read more about this field on the Related Items tab, above.
Main Project	If the service record is connected to a project, you may select the project here. Read more about this field on the Related Items tab, above.
Main Task	If the service record is connected to a task, you may select the task here. Read more about this field on the Related Items tab, above.
Max Support Level	This is the highest support level of any group the service record has been assigned to since it was opened. By looking at this field for all of your service records, you can analyze the average support level an SR reaches before it is resolved. You assign support levels to groups under User Management --> Groups.
Messages	Records all incoming and outgoing e-mails for a service record. This includes automatic e-mails. For more information about messages, please see the Messages tab above.
Modify Time	This is the time the service record was last modified. A service record is considered to have been modified any time an administrator clicks OK/Apply. Adding activities does not update the Modify Time.
Modify User	This is the user that last mofidified the service record. A service record is considered to have been modified any time an administrator clicks OK/Apply. Adding activities does not update the Modify Time.
Notes	This field allows you to add notes to a service record. For more information about this field, please see the General Details tab, above.
Parent ID	In this field, an administrator can enter the ID number of the service record that he would like to select as the parent of the current incident. The current SR will become a child SR, and SysAid will add a link to the parent SR. You can't directly change the status of a child SR. The status is changed automatically when the status of the parent SR changes.
Potential Related problems	Shows any problems that could have potentially caused the incident, and allows you to attach the incident to any of those problems. For more information, see Matching incidents to problems, above.
Priority	Priority indicates how important the resolution of this service record is to the continued normal operation of the company. A server down issue could have a priority of "Very High," while a toner low message could have a priority of "Low." Priority can be defined directly by a priority rule, or calculated from Impact and Urgency based upon the Priority Matrix. You may edit the Priority list under Customize --> Lists.
Quick List Description	This field is only visible on new service records. It allows you to select a Quick list template for the service record. By choosing a Quick list, all fields on the service record are automatically populated. This helps you save time when creating service records for recurring problems. You can read more about Quick lists here.
Reopen Counter	The number of times a service record has been reopened, i.e. moved from a closed status to an open status. This field is automatically populated.
Request Time	Displays the time at which the service record was submitted. This field is automatically populated.
Request User	This is the user who asked for the service described in the service record. If you are submitting a service record on behalf of somebody else, make sure to choose that person as the Request User. The person who actually submits the service record is recorded in the Submit User field.
Request User Manager	This field is populated automatically based upon the request user. Each user can have a Manager, who may be selected under User Management --> Administrators/End Users.
Resolution	This field allows you to record the steps you've taken to resolve a service record. Unlike the solution field, this field is not visible by default to the end user on the End User Portal.
Responsible Admin	While the Assigned to administrator works to resolve a service record, the Responsible Admin is ultimately in charge of making sure that the request is resolved. This field is useful for oversight purposes if the Assigned to admin changes as work on the SR progresses.
Screen Capture	Adding this field displays the screenshot taken when the end user pressed the SysAid hotkey (F11 by default) to open the End User Portal. If no screenshot is attached to the SR, this field does not appear.
Solution	This field allows you to record the solution to a service record. This field is visible by default to the end user on the End User Portal.
Source	This shows how the service record was submitted (End User Portal, e-mail, admin, etc.).
SR Custom Date 1, 2	These two date fields can be used to record any additional dates relevant to the service record. You can rename these fields from Customize --> Translate.
SR Custom Integer 1, 2	These two integer fields can be used to record any additional integer values relevant to the service record. You can rename these fields from Customize --> Translate.
SR Custom List 1, 2	These two list fields can be used to record additional information relevant to the service record. You can rename these fields from Customize --> Translate. You can edit the lists from Customize --> Lists.
SR Custom Notes	This field can be used to record any additional notes relevant to the service record. You can rename this field from Customize --> Translate.
SR Custom Text 1, 2	These two short text fields can be used to record any text relevant to the service record. You can rename these fields from Customize --> Translate.
Status	The Status field is used to record progress of the service record through the resolution process. For more information about this field, please see the General Details tab, above.
Sub Type	This allows you to select the sub type of an incident. You can customize the layout of each sub type using the Cogwheel icon . Each sub type can have its own layout, so changing the sub type will change the layout of the incident. To add new subtypes, go to Service Desk --> Sub Types. For more information about this field, please see the General Details tab, above.
Submit User	This shows the individual who submitted the service record. Unlike the Request User field, you can't change the Submit User. If you submit a service record on behalf of somebody else, please be sure to choose that person as the service record's Request User.
Success Rating	This field allows you to rate the level of success you feel you've had in resolving the service record. Before you begin using this field, you should develop a standard Service Desk policy for grading success.
Survey Status	When a service record is closed, the automatic e-mail sent to the end user includes a link to your survey. This field shows you that either a) the survey was not yet sent, b) the survey was sent, or c) the survey was answered. You may enable/disable the survey from Service Desk --> Service Desk Settings --> General Settings.
Title	This is the title of the service record. For service records submitted by e-mail, the e-mail subject is used as the service record title.
Urgency	Urgency is how soon the SR will have a negative effect on your organization. End users select an urgency when they submit a service record from the End User Portal. This is in contrast to Impact, which is how big an effect the SR will have on your organization. You may edit the Urgency list under Customize --> Lists.