Setting Up Service Record Weight in Spaces

Service Record Weight is a flexible prioritization tool that helps IT teams manage their workload more effectively. Instead of relying only on predefined fields like Priority or SLA, weight allows your team to apply its own scoring logic to Service Records and use that logic to organize the queue.

With weight, your team can reflect real business impact, prioritize work based on internal rules, and push the most critical or complex Service Records to the top of the queue.

Available for:
Customers using SysAid Spaces. If you’re using SysAid Classic, see SR Weight.

How it works

Service Record Weight is fully defined by your team. SysAid does not calculate or enforce the logic behind the number.

For the Service Record Weight to be available in Spaces, the relevant account settings must be enabled:

Enable service record weight indicators and filtering: Displays the weight indication in Service Records and adds weight filtering capabilities to the Service Record queue.
Remember agents' service record weight filter preference: Keeps each Agent’s selected weight filter preference in the queue, so they do not need to reapply it every time they return to the page.

Your team decides:

What each weight value means
Which factors should affect the weight
When should the weight be assigned or updated
Who is responsible for assigning weight

Weight values can range from 0 to 32,767. Setting the value to 0 will remove any indication of weight.

For example, one team may use weight to reflect business impact, while another may use it to prioritize VIP users, escalated issues, affected departments, revenue risk, or operational urgency. The scale and assigning logic are completely up to your team’s own rules and guidelines.

Please note:
IT teams should define internal guidelines before using weight broadly. Inconsistent weight logic can lead to unclear queue prioritization.

Once weight is assigned to a Service Record, SysAid uses the value to help prioritize how Service Records appear in the queue. Service Records with assigned weight values move to the top of the queue, allowing IT team members to focus on the records your team has marked as most important.

Where can you view and update the weight

In the service record view

When service record weight is enabled for your account, the weight indication appears at the top of the service record view, next to the categories.

IT team members can click the weight value to update it, depending on their permissions. This allows them to adjust the weight when the service record context changes, such as when impact increases, urgency changes, or internal prioritization decisions are updated.

If the feature is enabled, the weight indication is always visible at the service record level.

In the Service Desk queue

The service record weight can also be adjusted from the queue. When Service Record Weight is enabled, the Service Desk queue includes:

A Weight filter that also adds and removes the Weight column
Queue behavior that moves weighted service records to the top

Additionally, weighted service records are highlighted in red in the queue only when they require the viewing Agent’s attention.

A weighted service record will be highlighted in red when all of the following criteria are met:

The service record has a weight greater than 0.
The service record is in an active status, not closed or archived.
The service record is assigned to the Agent currently viewing the queue in one of these ways:
- Assigned directly to the Agent
- Assigned to a group that the Agent belongs to
- The Agent is set as the Responsible Admin

This allows IT team members to view, sort, and filter service records based on weight, so they can work through the queue according to the team’s prioritization logic.

Limitations

Weight values must be between 0 and 32,767
SysAid does not define or enforce the logic for assigning weight
Weight does not replace Priority, Urgency, Impact, or SLA. It complements them.

Enabling service record weight

To enable the service record weight feature and make it available to team members: