Customize the values available in List Fields so your teams can classify, filter, and manage service records using values that fit your organization’s workflows.
In SysAid Spaces, Admins can customize Field Value Lists by adding new values, renaming values, changing their order, limiting value access by User Group, changing Priority colors, and deleting values that are no longer in use.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Customize a List.
Users with SysAdmin permissions. To learn more about permissions, see Edit Administrator.
How it works
Field Value Lists control the values that appear in dropdown fields, such as Status, Urgency, Impact, Priority, and other List Fields across your account. These include pre-existing lists and your custom fields list.
Tip!
To learn more about custom field lists and how to create them, see Custom Fields in Spaces.
Depending on the selected field, you may be able to customize:
Key: The numeric value that helps determine the value’s order in the dropdown when the list is sorted by Key.
Caption: The list value name displayed in the service desk.
Priority color: The color displayed for Priority values.
User Group permissions: The User Groups that can access or select the value.
Please note:
Available customization options vary by field. For example, some fields support User Group permissions, while others do not.
Pre-existing values
SysAid includes the following pre-existing Field Value Lists:
Urgency (5): Urgent, Very High, High, Normal, Low
Priority (5): Highest, Very High, High, Normal, Low
Status (7): New, Open, Closed, Verified closed, Pending, Postponed, Deleted
You can edit these values, including renaming them, changing their order, and updating supported permissions or display settings.
However, these values can only be deleted if they are not currently used by any service records.
A value is considered in use when it appears in any service record, including service records that are closed or archived. This means that even if the value is only used by closed or archived records, SysAid will not allow you to delete it.
To delete a pre-existing value that is currently in use, you must first find all service records that use the value, change those service records to use a different value, and then delete the value from the Field Value List.
Managing values
Adding a value
Add values to a Field Value List when you want your team to classify records using an additional option.
To add a value:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
In the first row, enter a Caption.
Enter a Key.
If the field supports User Group permissions, define which User Groups can access the value.
Click Add.
Click Save.
Tip!
Use Key values with gaps between them, such as 100, 200, and 300. This gives you room to add new values later without having to reorder the full list.
If you want to add a new custom list with values of your choice, see Custom Fields in Spaces.
Renaming a value
Rename a value when you want to change the display name that your team sees in the field dropdown.
To rename a value:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
Locate the value you want to rename.
Edit the value’s Caption.
Click Save.
Reordering values
You can control how values appear in a field dropdown by sorting the list by Key or Caption.
To reorder values:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
From the Sort by dropdown, select one of the following options:
Key: Sorts values by their numeric Key.
Caption: Sorts values alphabetically by Caption.
Click Save.
Limiting value access by User Group
By default, Field Values are available to all User Groups. For fields that support User Group permissions, you can limit a value so that only selected User Groups can access or select it. The following fields support the User Group limitation out of the box:
Status
Urgency
Priority
Location
stList1 (SR custom list 1)
srList2 (SR custom list 2)
escStatus (escalation status)
To limit value access:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
In the Valid for User Groups column, click the three-dot button for the relevant value.
Select one or more User Groups.
Click OK.
Click Save.
Changing Priority colors
You can change the color assigned to Priority values so that priority levels are easier to identify across the service desk.
To change a Priority color:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
Click the color square for the relevant Priority value.
Select a new color.
Click Save.
Deleting a value
Delete a value when it should no longer be available in the field dropdown.
Before deleting a value, make sure no service records are currently using it. Values used by active, closed, or archived service records cannot be deleted.
To delete a value that is not in use:
Go to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
Select the Delete checkbox next to the value you want to delete.
Click Save.
Deleting a pre-existing value that is currently in use
If you try to delete an OOTB value and SysAid does not allow it, the value is probably being used by one or more service records.
To remove the value:
Navigate to Service Desk.
Filter the queue by the field that contains the value you want to delete. Adjust the queue filter as needed to make sure you also find closed or archived service records that use the value.
Select the value you want to remove from the field filter.
Review all matching service records.
Change the field value on each matching service record to a different value.
After all matching service records have been updated, return to Settings > Templates & Fields > Field Value Lists.
From the List dropdown, select the list you want to customize.
Select the Delete checkbox next to the OOTB value.
Click Save.
Important:
Closed and archived service records still count as records that use the value. You must update all service records that use the value before SysAid allows you to delete it.
Customizing queue columns
Field Value Lists control the values available inside List Fields. Queue columns control which service record fields appear in the Queue Grid.
To add, remove, or reorder columns in the Service Record Queue, use the Column Configuration panel in the Queue. You can add columns, drag columns into your preferred order, and remove columns that you do not need in the current view.
Changes to Queue columns can be saved as part of a Queue View when you want to reuse the same column layout, filters, and sorting.
Related articles
Service Record Queue in Spaces
Column Configuration
Queue Views
Custom Fields in Spaces