Special Lists
    • 16 May 2024
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    Special Lists

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    Article summary

    Status List

    The status list has two unique components: Class, and Incident/Request/Change/Problem checkboxes (ITIL module only).
    Status Class can be:

    “Open” Status

    Any Active Service Records; Open Statuses will appear in the Active List View and in Active SR Reports.

    “Closed” Status

    Any Closed Service Records; moving a Service Record to a “Closed” Status will update the Service Record “Close” Time.

    “Deleted/Ignore” Status

    Service Records with Deleted/Ignore Statuses won’t be included in Reporting.


    If you have a policy that you don't delete any Service Records, even spam.

    If you move these SRs to a Deleted/Ignore Status, they won’t distort your Reports

    ITIL Module (only)

    The Incident/Request/Change/Problem checkboxes determine whether a given Status appears in each Service Record Type’s Status List.

    Example: the "Problem Identified" Status is only relevant to Problems, so it doesn’t appear in the Status List of Requests, Changes, or Incidents.

    Priority and Urgency Lists

    The Priority and Urgency lists are linked; the values in each respective list correspond to each other:

    Entry in Urgency List

    Corresponds with

    Value in Priority List




    Very High


    Very High











    • If you add/remove a value to or from one List, make sure to add/remove a corresponding value to or from the linked List

    • When SysAid matches an Urgency with a Priority, it doesn’t use the key #.

      Instead, it simply counts down the Urgency List until it reaches the desired entry, then counts down the same number of places in the Priority List and chooses the entry there.

    Translating Lists

    Any Special List can be translated into the language of your choice.

    To translate a list:

    1. Go to Settings > Customize > Account Defaults.

    2. Check the box Use the translation file for customize lists.

    3. Go to Settings > Customize > Translation.

    4. Follow the instructions for editing the SysAid translation file for the language of your choice. Translation keys for custom lists are found at the very bottom of the translation file.
      Note : Lists only appear in the translation file if they have at least one entry.

    5. Translate the list into as many different languages as you need.


    If you would like to rename a list entry after translating it, you must do so from the translation file instead of from Settings > Customize > Lists. You may still add and delete list entries from Settings > Customize > Lists.

    Please take note

    If you have translated a list into another language, that list may appear differently under Settings > Customize > Lists than elsewhere in SysAid.

    The status list as seen in the translation file

    What's Next