Service Desk Action Items

Updated on 26 May 2022

Article summary

Did you find this summary helpful?

Thank you for your feedback!

SysAid provides a variety of out-of-the-box action items that you can use for your Request, Change, and Problem workflows.

Action Items	Description
Basic - Analyze - Resource Assessment	Allows you to analyze the resources required for any change.
Basic - Workflow main tab instructions with notes	Allows you to provide instructions for a basic workflow and a place for admins to update the workflow with notes.
Basic - Analyze - Risk Assessment	Allows you to asses the risks that would be involved in resolving the SR.
Basic - Review - User acceptance and actual costs	Allows you to properly close a short change process by getting user acceptance of the costs actually spent.
Basic - Approval - Assigned to	Allows you to assign the decision to approve or reject the action item or SR to a specific user or admin.
ITIL - Workflow main tab with notes	Allows you to provide instructions for an ITIL workflow and a place for admins to update the workflow with notes.
ITIL - Analyze/Review - CMDB	Allows you to mark the CI Item relevant to the SR. This can fuel the analysis and cost assessment stages.
ITIL - Analyze/Review - Resource Assessment	Allows you to asses the resources that would be needed to resolve the SR.
ITIL - Analyze - Risk Assessment	Allows you to asses the risks that would be involved in resolving the SR.
ITIL - Analyze - Proposed Dates	Allows you to propose a date for the delivery of the SRs resolution.
ITIL - Analyze - Budget Data	Allows you to define aspects of the SR that relate to its budget.
ITIL - CAB Approval - Assigned to	Allows you to appoint a CAB member to approve a change.
ITIL - Implement - Tasks	Allows you yo select tasks and projects associeated with the implementation of the change.
ITIL - Review - User Acceptance	Allows stakeholder to confirm that the SR has been properly resolved.
ITIL - CAB Approval - CAB Decision	Allows a representative of the Change Advisory Board to approve or reject the change.
Problem - Analyze - ROI	Allows you to provide input regarding the ROI of the problem resolution.
Problem - Approve	Allows you to assign the decision to approve or reject the problem to a specific user or admin.
Problem - Identify	Supports the problem identification process.
Problem - Major Problem Review	Allows you to review all the relevant details of a standard problem and confirm that the problem solution was correctly implemented.
Patch Management - Coordinate	Supports the Patch Management coordination process.
Patch Management - Test	Supports the patch testing process.
Patch Management - Backup	Supports the Patch Management backup process.
Patch Management - Approve Patch	Allows for the approval of a particular patch installation.
Patch Management - Deploy	Supports the patch deployment process.
Patch Management - Auto Reject	Supports the Patch Management auto rejection process.
Patch Management - Auto Approve	Supports the Patch Management auto approval process.

What's Next

Action Item Fields