Create Service Records
    • 11 Apr 2024
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    Create Service Records

    • PDF

    Article summary

    Create and submit Service Records to your organization’s help desk to make sure any IT-related issue you’ve come across gets resolved quickly and efficiently. Service Records create a clear record of your issue, ensuring it gets routed to the right person, and that you can track its progress.

    Service Records’ efficiency lies in their ability to eliminate excess communication channels between you and your IT Help Desk. Instead of combining phone calls, emails, and internal company communications, Service Records streamline all information and stakeholders into one medium.

    Compile all relevant information and submit in the most comfortable way; with the option to integrate this ‘one source of truth’ with parallel communication channel that suit your preferences and circumstances best.

    Even if you encounter a situation that requires multiple channels around one specific issues, all correspondence and progress is documented in your original Service Record.


    Admins & End Users can create and submit Service Records

    This document describes the various methods of Service Record submission, including:

    • Service Desk

    • Self-Service Portal

    • Email

    • AI Chatbot (SysAid Copilot only)

    Incidents vs. Requests

    You can choose between two types of Service Records to create and submit from the Self-Service Portal: Incidents and Requests.

    The role of Incident Service Records is to approach the IT department when you need help resolving a problem, so that you can use the Service Record to explain to the IT department the nature of the problem, the relevant asset(s), the level of urgency, and any other supporting information.

    The role of Request Service Records is to request support from the IT department when you need help that’s not related to an IT problem (such as help installing software on a computer, or a license for a specific subscription). Submitting Request Service Records ensures that your need for support is documented and can be tracked for follow-up.

    Through the Service Desk

    To create a Service Record from the Queue (Service Desk), click on the “+ New” button in the Sidebar, and select the relevant Service Record-type from the dropdown menu.

    A new (minimized version) of the Service Record will open in the Queue, which can either be populated in its current state or expanded to view (and populate) in full.

    Create multiple Service Records

    Multiple Service Record forms can be opened at once (shown in minimized state)

    Through the Self-Service Portal

    What is the Self-Service Portal?

    The Self-Service Portal (SSP) is the Help Desk user’s home base for managing and submitting their correspondence with their organization’s IT team.

    Learn more about the SSP here.

    To create and submit a Service Record through the SSP, follow these steps:

    1. Select one of the submission buttons under the Header, or select one of the Service Catalog tiles (“Submit an Incident” or “Submit a Request”)

    2. Fill out the submission form fields, which include

    • Category (Required)

    • Subcategory

    • Third Level Category

    • Title (Required)

    • Description (Required)

    • Urgency (Incidents only)

    • Main Asset

    • Attachments

    You’ll then receive a confirmation popup that your Service Record has been assigned to a Help Desk Admin.

    Track Service Record progress

    You can track your Service Record’s progress in the Self-Service Portal’s “My Tickets” list. This is where you can track the Service Record’s progress and monitor relevant activity, such as Admin Notes, Attachments, Messages, and Assignee.

    You can also add a Note to the Service Record for the Assignee to read.

    Email Updates

    If your IT Admin has enabled the setting, you can receive email updates about any progress with your Service Record resolution

    Submit through Email

    If your IT Admin has enabled the Email Integration, your organization will be given one (or several) outgoing email address (e.g. that can receive emails and automatically create a Service Record from their content.

    Based on the email rules configured by your IT Admin, email-generated Service Records are automatically routed to relevant IT Admins or IT Admin Groups.

    To create a Service Record via email, send an email to your organization’s designated IT Help Desk email and provide any information that will support and clarify the issue you need help with.

    Submit through AI Chatbot

    Who can submit using AI Chatbot

    SysAid Copilot users can submit Service Records using the AI Chatbot

    You can choose to directly create a Service Record during any chat with the AI Chatbot (1-Click Submission).

    To create and submit a Service Record using the AI Chatbot, follow the steps described here.

    AI Emailbot

    If you organization has enabled SysAid Copilot and AI Emailbot, you can send an email to your Help Desk’s configured email address for Service Record Email Submission and receive responses from the AI Chatbot as an email reply