Service Record Fields

Published on Jul 17, 2024

The Service Record Fields in this list can be added to Spaces Service Records (including Templates) and to the Spaces Queue.

A

Activity	Recorded Service Record Activity
Agreement	Name of the SLA attached to the Incident
Assigned Counter	Number of times the SR has been assigned or reassigned
Assignee	Admin who the SR is assigned to
Attachments	Attachments uploaded to a SR

C

CC	Users automatically added to CC field when sending an email from the SR
Classification	Specified scope of the SR (Minor, Significant, Major)
Close Time	Time and date the SR was closed
Closure Information	Additional information about the SR closure
Company	Company of the Request User
Current Support Level	Current support level based on the assigned Group

D

Department	Department of the Request User
Description	Description of the Service Record
Due Date	Date automatically assigned based on predefined rules and the operating times of the relevant Agreement or Company

E

Email Account	Email address used for Automatic Emails related to the SR
Escalation Level	The priority level (between 0 and 5) of a Service Record; 0 means not escalated

F

Follow-up Actual Date	Date an administrator actually followed up on SR
Follow-up Planned Date	Date an administrator intends to follow up on SR
Follow-up Text	Notes related to the desired follow-up for this SR
Follow-up User	Administrator to follow up on the service record
Full Name	Request User’s Full Name

I - L

Impact	Effect the SR will have on organization
Is Escalated	Whether or not an SR is escalated
Location	Location chosen for the service record

M

Main Asset	Primary Asset affected by the SR
Main CI	Primary CI affected by the SR
Main Project	Project connected to the SR
Main Task	Task connected to the SR
Max Support Level	Highest Support Level assigned to the SR since it was created
Message	All incoming and outgoing emails for a service record
Modify Time	Time the SR was last modified
Modify User	User that last modified the SR

N - P

Note	Written by Request Users and Admins to log SR activity and leave comments for other users

R

Reopen Counter	Number of times a SR has been reopened
Request User	User who requested the service described in the SR
Request User Manager	Manager of the Request User
Resolution	Steps taken to resolve the SR
Responsible Admin	Admin in charge of resolving the SR

S

Solution	Recorded solution of how SR was resolved
Source	SR Submission method (e.g. Email, AI Chatbot, SSP)
SR Custom Date 1	Additional dates relevant to the SR
SR Custom Date 2	Additional dates relevant to the SR
SR Custom Int 1	Additional integer values relevant to the SR
SR Custom Int 2	Additional integer values relevant to the SR
SR Custom List 1	Additional information (in list format) relevant to the SR
SR Custom List 2	Additional information (in list format) relevant to the SR
SR Custom Notes	Additional text relevant to the SR (for Admin and/or Request User to read)
SR Custom Text 1	Additional text relevant to the SR
SR Custom Text 2	Additional text relevant to the SR
SR Type	Type of Service Record — Incident/Request/Change/Problem
Status	Stage of progress towards SR resolution
Submit Time	Time of SR submission
Submit User	User who submitted the SR
Success Rating	Rate the level of success in resolving the SR
Survey Status	Whether survey was sent or answered

T - W

Title	Title created and given to the Service Record
Urgency	How soon the SR will have a negative effect on the organization
Urgent	Indicates high priority Status
Workaround	Temporary solution to mitigate the issue