Service Desk

All

 

This is the Help Desk list (Pro Edition) or the Service Desk list (Enterprise Edition). This list allows you to filter and view the different service records that are registered in your helpdesk. You can also create new service records here. To open an existing service record, click on it's row.

 

In SysAid Enterprise Edition, this list shows Incidents, Changes, and Problems.

 

Note: You may change the width of any column by clicking and dragging at the right edge of that column's header.

 

 

For general instructions for using list pages in SysAid, please go here.

 

Creating a new service record

 

To create a new incident, click the Add New Incident icon. This will open a new incident in the SR form. For further instructions, please go here. If you would like to create a new change or problem, please go to Service Desk --> Changes or Service Desk --> Problems.

 

Unique reference number

Each SR, whether of type incident, change, problem, or request, includes a unique reference number. This number is never reused, even by a different SR type. For example, if you create new incident #15 and immediately afterwards create a new problem, the problem will receive #16.

 

List actions

 

There are a number of actions you can perform on your service records right from the list. To open the SR actions list, select one or more service records using the tickboxes at the left end of each row. This opens the SR actions list:

 

 

View
Click here to view the service records you've selected. The SR form will open to the first SR you've highlighted, and the Previous/Next SR buttons at the top of the form will allow you to cycle through the rest of the SRs you've selected. (By contrast, if you click on a single service record from the list, the previous/next buttons will move through all SRs in the list.)
Delete
Delete the selected service records. You must have the correct permissions in order to delete service records.
Print
Export the selected SRs to .pdf. You can then easily print them.
Export
Export the selected SRs to CSV. You can then print them, or use the data for further calculations.
Status, Assigned to, Priority
Select a Status, Assigned to administrator, or Priority from one or more of these dropdown lists, and then click Set. The appropriate field(s) will then be updated for all of the service records you've selected. For example, select three SRs, choose David from the Assigned to list, and then click Set. These three SRs are now assigned to David.
More Actions
Click on More Actions to open a window with three additional SR fields: Urgency, Archive*, SR Custom List 1, and SR Custom List 2. Select one of these fields, and then choose the desired value for that field from the adjoining dropdown list. Click Save to update each of the selected SRs with the new field value.

*Please go here for more information about archiving service records.

 

Adding hidden columns to the list

 

SysAid allows you to add hidden columns to the Help Desk list that you can easily view with the click of a button. This is useful if you have certain fields that you might need to see only occasionaly, such as Source or Reopen counter.

 

To add hidden columns to the list:

 

  1. Click Customize View. This opens the Customize list screen.
  2. Move the field === Hide/Show Divider ==== from Available Columns to Visible Columns.
  3. Position the divider in your desired location. All fields above the divider are hidden. All fields below are visible.
    For more information about customizing lists, go here.
     

     
  4. Click the Save button. This closes the Customize list screen and updates your view.

 

After adding the divider to the list, you can click the > button to show the hidden fields. You can click the < button to hide these fields again.

 

 Show/Hide hidden columns

 

Important: If you are filtering or sorting by hidden columns, the filters and sort are still in effect even when the columns are hidden.

 

Predefined list views

 

The SysAid Help Desk list (Incidents list in Enterprise Edition) includes several predefined views that correspond to lists in other SysAid locations (note that these views do not appear from Service Desk --> All):

 

Archived
This view shows only SRs that have been archived. Note that unlike the other predefined list views, this view doesn't correspond to any other SysAid lists.
Asset Dashboard
Controls the Incident, Request, Change, and Problem tabs in the asset details section of the Asset Management Dashboard.
Details
Not in use.
EndUser
Controls the Service History list on the End User Portal.
Mobile
Not in use.
SRSearch
Not in use.
Supervisor
Controls the Supervised Users' SRs list on the End User Portal.
SysAidMobile
Controls the Service Desk list and advanced SR filter for the SysAid Mobile App.
SysaidMobileFilter
Not in use.
SysAidMobileSearch
Not in use.
UserInfo
Not in use.