--- title: "Service Record Queue" slug: "queue" tags: ["Spaces"] updated: 2026-08-06T08:28:55Z published: 2026-08-06T08:28:55Z canonical: "documentation.sysaid.com/queue" --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # Service Record Queue The queue is where your team's service records live. Every Incident, Request, Problem, and Change submitted to a space appears here as a row, and the queue is where Agents pick up work, see what is waiting, and act on records without opening them one at a time. > [!NOTE] > Available for: > > Customers using SysAid Spaces. If you're using SysAid Classic, see [Help Desk List](https://documentation.sysaid.com/classic/docs/all). Every space has its own queue. An IT space shows IT's service records, an HR space shows HR's, and the queue works the same way in each of them. The queue is designed for triage rather than deep work. It answers questions like what came in overnight, what is overdue, what is unassigned, and what needs to move today. When you need the full picture of a single record, you open it. When you need to move fifteen records at once, you stay here. ## Anatomy of the queue ### Queue view selector The name of the current view appears above the queue, and opening it lists the views available to you. Views are searchable, and private views are grouped separately from shared ones. ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-BR2EHNIR.png) Two views come with Spaces: **All Active Service Records**, which shows records whose status class is Open, and **Archive**, which shows archived records. Neither can be deleted. The menu beside the view name acts on the view itself rather than on records: - **View Details** renames the view, and lets a SysAid admin switch it between Private and Public - **Set As Default** makes it the view the queue opens with - **Delete** removes the view - **Export to CSV** exports the current view's records For how to build and save views, see [Creating and Managing Queue Views](https://documentation.sysaid.com/docs/queue-views). ### Service record type tabs **All**, **Incident**, **Problem**, **Request**, and **Change** sit above the queue with a count beside each one. Clicking a tab narrows the queue to that record type. The set of tabs is fixed. The counts reflect what is currently displayed, so they respond to the selected view, any filters applied, and anything typed in the queue search field. ### Filters **Assignees**, **Statuses**, and **Filters** narrow the queue without changing your view. **Clear All** removes everything currently applied. For the full set of filtering options, including the AI filter, see [Filtering and Sorting the Queue](https://documentation.sysaid.com/docs/queue-filters). ### Queue search The search field above the queue searches across ID, title, description, and notes. It appears only on the Service Desk, and it narrows the queue rather than navigating away from it. ### Columns Each column header carries its own controls. Hover a header to sort by it or to filter by its values. Columns can be resized by dragging the edge of the header. The **ID** column is pinned in first position. It cannot be moved, reordered, or unpinned, and no other column can be pinned. ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/2026-08-05_09-27-18 (1)(1).gif) Use the settings icon at the right of the header row to open **Column Configuration**, where columns can be added, removed, and reordered. A queue can display up to 30 columns, and the pinned ID column counts toward that total. See [Configuring Queue Columns](https://documentation.sysaid.com/docs/columns). ### Reading the queue grid Most columns show the field value as it appears on the record. A few behave differently. **Due Date** shows a countdown rather than a date, so you can see at a glance how long is left. The countdown changes color as the deadline approaches and goes negative once a record is overdue. **Assignees** appear either as one combined column or as two separate columns for group and user, depending on the assignee display format configured for your account. See [General Service Desk Customizations for SysAid Spaces](https://documentation.sysaid.com/docs/general-service-desk-customizations-for-sysaid-spaces). **Weight** appears as its own column when service record weight is enabled and the Weight filter is applied. Weighted records move to the top of the queue, and a record is highlighted in red when it has a weight above 0, is in an active status, and is assigned to you, to a group you belong to, or has you set as Responsible Admin. See [Setting Up Service Record Weight in Spaces](https://documentation.sysaid.com/docs/setting-up-service-record-weight-in-spaces). ### Required fields Some fields are required, and the queue indicates them in red until they are populated. Required fields are defined in the Template Designer, and Category, Title, Description, and Urgency are mandatory by default. ### AI in the queue Several of SysAid Copilot's Assistive AI features work directly from the queue. ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/2026-08-05_09-55-33 (1).gif) Click the **AI diamond icon** beside a record's ID to open an AI summary of the case without opening the record. The summary is generated from the record's notes, messages, solution, and resolution. It also shows **Requestor AI Emotion**, an indication of how the requesting user appears to be feeling, so you can prioritize records where sentiment is negative. You can rate whether the summary was helpful. See [AI Case Summarization](https://documentation.sysaid.com/docs/ai-summarization) and [AI Emotion](https://documentation.sysaid.com/docs/ai-emotion) for details on both. **Category** values marked with an AI indicator are suggestions generated from the record's title and description, so records can be categorized without classifying each one by hand. See [Category Suggest](https://documentation.sysaid.com/docs/ai-categorization). AI agents can also work across your queue data, analyzing backlog, finding unassigned or duplicate records, flagging SLA risk, and recommending assignments. AI agents run from the Agent Chatbot rather than from the queue. See [Prebuilt AI Agents Overview](https://documentation.sysaid.com/docs/prebuilt-ai-agents-overview). ### Editing from the queue Many fields can be edited directly in the queue without opening the record. Changes save automatically. A service record is locked while someone is editing it, so two Agents cannot make conflicting changes to the same record at the same time. ### Acting on several records at once Selecting records with the checkboxes at the left opens an action bar at the bottom of the queue. From there you can **Assign**, **Merge**, **Export**, or **Delete** the selected records. **Assign** can set an individual user, a group, or both, depending on how assignees are configured for your account. See [General Service Desk Customizations for SysAid Spaces](https://documentation.sysaid.com/docs/general-service-desk-customizations-for-sysaid-spaces). ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-R277V74S.png)You can select up to 50 records at a time. The action bar shows how many of those 50 you have selected. Which actions you can perform depends on your permissions. Deleting records requires purge permissions. See [Managing Agent Permissions](https://documentation.sysaid.com/docs/managing-agent-permissions#service-record-permissions) for a full picture of what each permission allows. ### Pagination The queue shows 25 records per page by default. Use **Page Size** to change it, and the arrows to move between pages. ### Queue updates The queue refreshes every ten seconds, so records submitted or changed by someone else appear without reloading the page. ## Next steps - [Working with the Service Record Queue](https://documentation.sysaid.com/docs/working-with-the-queue) - opening, creating, editing, and acting on service records - [Filtering and Sorting the Queue](https://documentation.sysaid.com/docs/queue-filters) - narrowing the queue and ordering it - [Configuring Queue Columns](https://documentation.sysaid.com/docs/columns) - choosing which fields the queue displays - [Creating and Managing Queue Views](https://documentation.sysaid.com/docs/queue-views) - saving a configured queue for reuse