Create Linked (Related) Items

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.