Service Record Fields
- 17 Jul 2024
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Service Record Fields
- Updated on 17 Jul 2024
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The Service Record Fields in this list can be added to Spaces Service Records (including Templates) and to the Spaces Queue.
A
Recorded Service Record Activity |
Name of the SLA attached to the Incident |
Number of times the SR has been assigned or reassigned |
Admin who the SR is assigned to |
Attachments uploaded to a SR |
C
Users automatically added to CC field when sending an email from the SR |
Specified scope of the SR (Minor, Significant, Major) |
Time and date the SR was closed |
Additional information about the SR closure |
Company of the Request User |
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 |
Notes related to the desired follow-up for this SR | |
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
Primary Asset affected by the SR | |
Primary CI affected by the SR | |
Project connected to the SR | |
Task connected to the SR | |
Highest Support Level assigned to the SR since it was created | |
Message | All incoming and outgoing emails for a service record |
Time the SR was last modified | |
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
Recorded solution of how SR was resolved |
SR Submission method (e.g. Email, AI Chatbot, SSP) |
Additional dates relevant to the SR |
Additional dates relevant to the SR |
Additional integer values relevant to the SR |
Additional integer values relevant to the SR |
Additional information (in list format) relevant to the SR |
Additional information (in list format) relevant to the SR |
Additional text relevant to the SR (for Admin and/or Request User to read) |
Additional text relevant to the SR |
Additional text relevant to the SR |
Type of Service Record — Incident/Request/Change/Problem |
Stage of progress towards SR resolution |
Time of SR submission |
User who submitted the SR |
Rate the level of success in resolving the SR |
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 |
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