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 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.
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:
*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:
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):