Service Desk

Help 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 design form 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
In order to select another sub type, you must first create it under Settings > Service Desk Templates > 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 design form 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.

If Automatic Suggestions from the Knowledge Base is enabled for admins, a list of related articles from the Knowledge Base appears as you type your title. This enables you to find articles that address your issue and resolve the SR faster. If a suggestion looks like it could be a good resource for resolving the issue, click the title to view the full article.

 


 
Notes
Allows you to log notes on the service record. Depending upon how you've configured SysAid under Settings > 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 by clicking Add a note. This adds your name and a timestamp indicating 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 Settings > Service Desk > General.
When an end user adds notes, the status of the SR can be updated as specified under Settings > End-User Portal > End-User Portal Settings.

If you are using email integration, you can configure email replies on the SR to automatically populate in the notes.
 
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 Settings > Service Desk > General. 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:
  1. A service record is submitted via email integration and automatically is given status New.
  2. 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.
  3. Tom views the service record, realizes that he's missing some information, and sends the end user an email. He then changes the status to Awaiting Response.
  4. The end user receives the email and responds with the desired information. SysAid Email Integration automatically adds the response to the service record and changes the status to Client Responded.
  5. 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.
  6. In two days, the followup date arrives, and an escalation rule changes the status of the service record back to Open.
  7. 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 email receive the urgency specified for that email address under email integration. Service records that are opened by end users receive the default service record impact specified under Settings > Service Desk > General and either the default service record priority specified under Settings > Service Desk > General 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 design form 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 Show Details to view details for the attached asset. This can be very helpful for troubleshooting hardware or software related issues.
Click Remote Control 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 drop-down lists, below). There are four action icons that appear next to the request user:
Click Show Details to view the user profile for the request user.
Click Send Message send an email to the request user (see below for further details).
Click Chat with end user 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 Remote Control 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 Settings > Service Desk > General.

You can set up automatic round-robin SR routing by assigning an SR to an admin group with automatic dispatching enabled and leaving the Assigned To field blank. SysAid then assigns the SR to the admin in the group who is assigned to the least amount of SRs.
Attachments

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


 Add attachments to a service record

 

Selecting an SR template

 

The tabs and fields that appear on the SR form depend upon the SR template selected. When creating incidents, templates can be used to prepopulate fields on the incident, which is useful when creating incidents for common problems. When creating changes, requests, and problems, the chosen template determines the workflow for the SR. You can choose the SR template manually from the Template drop-down list. The template is also changed automatically after a category is selected for the SR (new SRs only). Note that the Template field appears on the SR form when creating new SRs only.

 

To create templates, go to Service Desk > Service Desk Templates > Incident/Request/Change/Problem Templates.

To choose which template is associated with each category, go to Settings > Service Desk > Categories.

 

Use Incident templates to change which fields appear on the SR form, and to quickly fill out the SR form when logging common problems.

Use Request, Change, and Problem templates to select the correct workflow for the task at hand.

 

Sending an email from a service record

 

SysAid allows you to track all email correspondence with your end users from within a service record. Any time you send an email from a service record, the email is added to the message log for that service record. When the end user responds to the email, the answer is also added to the message log. In that way, all email 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 email from within a service record, the Subject line of the email is prepopulated. Do not change the Subject! When the user replies to your email, 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 email from a service record

 

Using advanced drop-down lists

 

Some of the drop-down lists on the SR form offer additional functionality. These drop-down 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 drop-down 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 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 displays these in a list. You may click on a problem name to view details for that problem. This can help you 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 check box 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:

 

Actions available from the icons above the SR form

 

There are several actions that you can perform on a service record using the icons in the top-right corner of the SR form:

 

Customize the SR form

Click to customize the SR form. This icon is only visible to SysAid Administrators. For more information, see Customize Forms.

 

Print to PDF

Click to print the SR form to PDF.

 

Convert an incident to a request

When this option is enabled in the Service Desk settings, you can convert an incident to a request and a request to an incident.

In the Incident form, click . SysAid converts the incident to a request, applies the associated workflow, and initiates the workflow as if the request had just been submitted.

If you want to revert the request back to an incident, click again. An alert appears, warning you of possible data loss. If you still want to revert the request back to an incident, click OK.

 

For instructions on how to simultaneously convert multiple service records in the list view, see Help Desk > All.

 

Duplicate a service record

Sometimes it is convenient to duplicate a service record, for example, when two different departments need to work on the same issue.

Click . An exact copy of the service record is created.

 

Notes:

 

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. After the new linked item is saved, it appears in the Related Items list.

  1. Click .
  2. Select the appropriate type of linked item.
  3. Select whether the current item caused the new linked item, was caused by the new linked item, or neither. If you have selected an incident, request, change, or problem, you must select the desired template.
    Note: When creating a new linked item from an incident, only request, change, or problem templates with the same category as the incident or without a category are available in the list.
  4. Click Create New to create the new linked item.

SysAid creates a new item of the selected type, and this item is linked to the service record from which you created it. You may view and edit the relationships between linked items from the Related Items tab.

 

Create a customized printout of your service record

Click to create a customized printout of your service record.For more information, see the Customized Printout tab.

 

Delete the service record

Click to delete the service record. You must have permission to purge service records for this icon to be visible.

 

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 service record, click 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 only appears in the Service Desk list if you are using a view that shows archived records (see Customize Lists). You can restore an archived record by clicking .

When the service record is restored, you can edit it normally.

Note: The archive icon is only available for service records 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 email 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:

  1. Enter the Start Time for the activity. The default start time is the current time.
  2. 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.
  3. Enter a Description for the activity.
  4. Click Add. Your activity appears in the table below. You can delete an activity at any time by clicking Delete.

 

The activity is logged against whichever user appears in the User field. If you click Change 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 emails sent from a service record and all emails received by SysAid that are connected to a service record.

 

SysAid identifies an email as being relevant to a service record if it finds "#XXXX" in the subject of an email 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 emails 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 emails automatically from a service record. Automatic emails sent by a service record are also shown in the message log.

 

Click show automatic messages if you would like to see these messages, and click hide automatic messages 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 Settings > Service Desk > General using the option "Display the automatic notifications in messages." Regardless of what you select there, you can always click show/hide 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:

  1. 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

     
  2. Search for the desired CI, and click on it to attach it to the task.
  3. 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 drop-down 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 email 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 design form 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:

 

To manually add linked items:

  1. Select the type of item you would like to add using the Add a new link, of type drop-down list.
  2. Choose whether the linked item caused the current SR, was caused by the current SR, or neither.
  3. Click Add. This opens a list of items of the selected type.
  4. From the list, select one or more items using the tickboxes at the left end of the rows.
  5. Click Select 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:

  1. Select one or more linked items using the check boxes.
  2. Click Delete from the list actions.

 

 

 

 

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:

 

  1. Go to Service Desk > Help Desk > Incidents and click on any service record.
  2. Click on the top right of the form.
  3. In the Design Form window, select “Customized Printout” from the Tab drop-down 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.
  4. 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.

  5. On the computer hosting your SysAid, go to ...\SysAidServer\root\WEB-INF\conf\templates. If you are using a Cloud account, contact your customer relations representative to request the Excel file described in the next step.
  6. 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.)
  7. The Excel you've opened has two tabs: SR Printout and Data.
  8. 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.
  9. Save the document when you are finished making changes. All customized printouts will use this file as the template.
  10. To print a service record using the template you've just customized, open any service record and click on the top right of the form.

 

 

 

Customize 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).

 

To customize the Mobile Administrator SR form

  1. From the Incident list, click .
  2. Click on the top-right of the form.
  3. From the Tab list, select the Mobile tab.
  4. To choose which fields appear on the Mobile, follow the instructions in the Customize Forms page.

 

To customize the Mobile End-User SR form

  1. Navigate to Settings > End User Portal> Incident Submission Form.
  2. Click on the top-right of the form.
  3. From the Tab list, select the MobileEndUser tab.
  4. To choose which fields appear on the MobileEndUser tab, follow the instructions in the Customize Forms page.

 

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.

 

Note:You may see fields not listed below. They may be custom fields that were added to your system, or fields added by a third-party integration.

 

 

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 emails when the service record is updated.

Agreement

(Full Edition 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 Settings > Service Desk > Categories.

CC

Any users in the CC list are automatically added to the CC field when you send an email 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 email you send from the parent SR can be sent to the children as well (by means of a checkbox on the send email 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 Settings > Customize > Lists.

Company

This is the company of the SR's request user. You can assign users to companies under Tools > 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 Tools > User Management > Groups.

Department

This is the department of the SR's request user. You can assign users to departments under Tools > User Management > End Users. You can create departments under Settings > Customize > Lists (choose the Department list).

Description

This is the description of the service record. When a service record is created from an email, the body of the email 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 email address if the service record was created from an email. It shows the email address that the end user originally emailed to create the service record. This email account is used for sending automatic emails for this service record. If this field is blank, the default help desk email account is used for sending notifications.

Email Address The email address of an end user who submits the SR as a guest. The field is not visible in the Admin Portal, it is only visible in the End-User Portal in Guest mode. SysAid copies the contents of this field to the Submit User and Request User fields for that SR.

Escalation Level

Displays the escalation level of a service record. A 0 means the SR is not escalated.

Follow-up Actual Date

The date that an administrator actually followed up on a service record. Can be used to trigger escalation rules.

Follow-up Planned Date

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 Settings > 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 Settings > 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

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 Tools > User Management > Groups.

Messages

Records all incoming and outgoing emails for a service record. This includes automatic emails. 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 becomes a child SR, and SysAid adds 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 and known issues 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 on the Priority Matrix. You may edit the Priority list under Settings > Customize > Lists.

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 in Tools > 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.

Solution Model

This field displays links to all Knowledge Base articles that are linked to the SR or the SR template, the SR's main CI, main asset, request user, company, SLA, main project, or Main task. Clicking on the link, opens the article in a new window.

 

Note: If there are no relevant Knowledge Base articles, this field is not displayed.

Source

This shows how the service record was submitted (End-User Portal, email, 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 Settings > Customize > Translation.

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 Settings > Customize > Translation.

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 Settings > Customize > Translation. You can edit the lists from Settings > 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 Settings > Customize > Translation.

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 Settings > Customize > Translation.

SR Source Email

If the SR was generated from an incoming email, this field will display the original email in its HTML format.

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 design form 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 Settings > Service Desk Templates> 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 email 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 Settings> Service Desk > General.

Template

This field is only visible on new service records. It allows you to select a template for the service record. By choosing a template, all fields on the service record are automatically populated. This helps you save time when creating service records for recurring issues. For requests, changes, and problems, the correct workflow is also selected. Read more about incident, request, change, and problem templates.

Title

This is the title of the service record. For service records submitted by email, the email 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 Settings > Customize > Lists.

Weight

This field allows IT Management to determine the order in which SRs are handled based on true business priority by assigning a weight value for a given SR. An SR's weight can be between 1-1000.

 

When the functionality is enabled, weighted SRs with the following criteria are displayed with a red background in their lists:

  • The SR is active
  • The SR is assigned to you, a group you belong to, or you are designated as the Responisble Admin for the SR.

 

A button appears, allowing you to push all weighted SRs to the top of the list, sorted by weight in descending order.