Create Linked (Related) Items
    • 18 Jul 2024
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    Create Linked (Related) Items

    • PDF

    Article summary

    Create Linked (Related) Items


    Create relationships between Service Records and other entities in SysAid that address a common or connected issue.

    Requirements

    • Spaces enabled and activated

    Service Records are frequently related to other Service Desk components (e.g. Tasks, Projects, Knowledge Base items, etc.).

    For these use cases, Admins can created a Related Item for the active Service Record.

    Linked Items can belong to the following Entity types:

    • Template

    • Service Record (of the same Category)

    • Service Record Templates

    • Projects

    • Tasks

    • FAQs

    • CIs

    • Assets

    Step 1

    Open the Classic Service Record overlay

    To create a Linked Item, open the Classic SR overlay over your Spaces Service Record (shown below):

    Step 2

    Create a Related Item

    Select Create a New Linked Item from the dropdown, and choose:

    1. Its Type

    2. Whether or not the active Service Record caused or was ‘caused' by the new Related Item – or neither

    3. Click Create New

    Linked Items

    • If the selected Related Item is a Service Record, only those with the same Category of the active Service Record will appear on the dropdown list

    • Admins can view Related Items linked to a Service Record from its Related Items tab

    Assign Parent & Child Fields

    The Parent and Child Fields can be assigned to individual Service Records that address a common issue.

    Example

    30 Service Records are created and submitted to the Help Desk when the internet stops working

    Instead of managing these Service Records in silos, Admins can assign a Parent ID to one Service Record by copying and pasting its SR ID# into a separate Service Record’s Parent ID Field.

    All Service Records whose Parent ID Field is populated then becomes the Parent Service Record’s Child Service Record.

    Child Service Records

    Adding a Parent ID value to what then becomes a Child Service Record will have the following impacts:

    • Changing the Parent Service Record’s Status will automatically change those of its Child Service Records

    • Any email sent to the Parent Service Record will automatically be sent to its Child Service Records

    To assign a Parent ID to a Service Record (thereby making it a Child Service Record):

    1. Find the Parent ID Field (either in General Details tab or in the Related Items

    2. Paste the Parent ID’s Service Record ID into the Parent ID Field.