---
title: "Service Record Fields"
slug: "service-record-fields"
tags: ["SysAid Spaces"]
updated: 2024-07-17T10:42:29Z
published: 2024-07-17T10:42:29Z
canonical: "documentation.sysaid.com/service-record-fields"
---

> ## 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 Fields

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 |