Service Record Related Items in Spaces
- 15 Dec 2024
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Service Record Related Items in Spaces
- Updated on 15 Dec 2024
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Article summary
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Create and manage relationships between Service Records and other entities that address a common or connected issue.
You can quickly switch between these related items for a more comprehensive view of the service record's scope and impact.
Please note:
If you’re using SysAid Classic edition, please go to this article.
How it works
The Service Record view has a Related Items tab where you can link different entities to this specific ticket. The entities include:
Another Service Record
A CI
An Asset
When selecting an item and linking it to the service record, each linked entity will be shown in a table. The table columns change according to the linked entity type:
Entity type | Table column | Relationship types |
|---|---|---|
Service Record | Title | ‘Parent of’ |
ID | ‘Child of’ | |
Type | ‘Caused by’ | |
‘Causes’ | ||
‘Merged from’ | ||
‘Merged to’ | ||
‘Blocked by’ | ||
‘Blocks’ | ||
‘Relates to’ | ||
Asset | Name | ‘Causes’ |
Serial number | ‘Related to | |
Type | ||
Owner | ||
Location | ||
CI | Name | Causes’ |
ID | ‘Related to | |
Type | ||
Owner | ||
Location |
Relationship types
Once you choose the entity you want to link to the ticket, you can choose how the two relate to each other. You can select one of the following relationships:
Relationship type | Description |
|---|---|
‘Parent of’ | This service record is the primary or overarching item that groups related to Child items |
‘Child of’ | This service record is a subset or component of a Parent item. This child item is part of a larger entity or process the Parent represents. |
‘Caused by’ | This service record is triggered or influenced by another item |
‘Causes’ | This service record is responsible for causing or contributing to another issue or event with the selected item |
‘Blocked by’ (New - Spaces only) | This service record is hindered or prevented from proceeding due to another item |
‘Blocks’ (New - Spaces only) | This service record is obstructing or delaying another item |
‘Relates to’ (New - Spaces only) | A general association between two items without a strict dependency, cause, or hierarchical relationship. It’s used for items that share some context or connection but are not directly dependent on one another. |
‘Merged from’ (coming soon) | Indicate that the details of other service records have been incorporated into the viewed service record. For example, if Ticket B and Ticket C were merged into Ticket A, then Ticket A would show that it was merged from Ticket B and Ticket C. Merging tickets results in one service record entity and one ID. You can also choose to transfer notes and messages from the merged tickets. |
‘Merged to’ (coming soon) | Indicates that this service record has been incorporated into another item, effectively losing its individual identity within that new, combined item. For example, if Ticket B is merged to Ticket A, Ticket B would show that it was merged to Ticket A. Merging tickets results in one service record entity and one ID. You can also choose to transfer notes and messages from the merged tickets. |
Parent-Child Relationship
There are two things you should keep in mind regarding the Parent-Child relationship:
The status of the Child Service Record is locked and can only be changed by changing the Parent status.
All the Child Service Records will inherit the Parent's status. Once the Parent is in “Closed” class, the Solution Resolution will apply across all the Child Service Records, and they will also be resolved.
Status Settings
You can set specific status change rules for Incidents linked to Requests, Problems, or Changes in the Status Settings section of your SysAid account.
However, if a service record is linked to a Request, Problem, or Change AND is the Child of another Parent service record, the Parent-Child relationship overrides any other status settings.
To learn more about status settings, see the Status Settings article.
Linking an Item to a service record
To link an item to a service record:
Select the service record to which you’d like to link an item.
When in the Service Record view, go to the Related Items tab.
Click Link.
Select the entity type.
From the Relationship drop-down, select the relationship type between the service record and the chosen entity.
From the Item drop-down, select up to 50 items that relate to the Service Record.
Please note:
A service record can have 50 related items, except the Parent-Child relationship—in this case, up to 100 related items can be included.
Click Link.
You will now see a table that shows the related items ordered by link creation date. Simply click on an item, and a window with all its details will open in a new tab.
You can also see the linking action in the Journey tab of the service record.
Unlinking a related item
To unlink a related item:
Select the service record to which you’d like to link an item.
Go to the Related Items tab.
Hover over the entity you’d like to unlink and click the unlink icon on the right end of the item row.
Related Items configured in SysAid Classic edition
If you’ve updated your SysAid edition from Classic to Spaces and have the hybrid view available, Related Items will exhibit the following behavior:
Order of related entities within a service record
Entities linked to a specific service record in the Classic edition will appear in the same order as in Classic.
Number of related items
In Classic, you can link over 50 items to a service record. If you look at a service record with more than 50 related items, you will see only the 50 most recent items in Spaces or 100 items if it’s a Child-Parent relationship.
You can see the full list of items by clicking the 3-dot menu on the top right corner of the ticket and clicking Open in Classic.
Relationship types that do not exist in Classic
If an entity was related to a service record by a relationship type that exists in Spaces but not in Classic, the relationship type will be shown in Classic but will not be editable. In this case, the relationship type can only be changed in Spaces.
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