SR Form Actions
    • 01 May 2024
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    SR Form Actions

    • PDF

    Article summary

    There are several actions that you can perform on a service record using the “Actions” dropdown menu in the top right of the Service Record Header:


    Service Record Form Customization

    SysAdmins can customize Service Record Forms by clicking “Design Form”
    Learn more

    Print to PDF

    Click 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 Convert to Request /Convert to Incident. 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 the option 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.


    Sometimes it is convenient to duplicate a service record, for example, when two different departments need to work on the same issue.
    Click Duplicate SR. An exact copy of the service record is created.


    • Save your service record before you duplicate it.

    • The message log is not duplicated, so copy any important correspondences into one of the Notes fields before duplicating the service records.

    • Activities are not duplicated, so copy any important notes into one of the Notes fields before duplicating the service record.


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


    It can be helpful to archive old tickets so that they no longer appear in your Service Desk work queues. Once archived, a ticket 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 ).

    SysAid automatically archives tickets that have not been updated for 12 months or more. This applies to all closed, and deleted tickets of all types, as well as open Incident tickets.

    To archive a ticket

    1. In a closed ticket, click Actions.

    2. Select Archive.

    To restore an archived ticket

    1. In an archived ticket, click Actions.

    2. Select Restore.

    To bulk archive multiple tickets in a ticket list

    1. In a ticket list view for unarchived tickets, select the closed tickets you want to archive.

    2. Click  image.png and select More Actions.

    3. Click Archive.

    4. Select Yes.

    To bulk restore multiple archived tickets in a ticket list

    1. In an archived tickets list view, select the tickets you want to restore.

    2. Click  image.png and select More Actions.

    3. Click Archive.

    4. Select No.


    The Archive button is only available for Service Records whose Status Class = “Closed”

    Create a Related 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 Create a New Linked Item.

    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

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