---
title: "Special Lists"
slug: "special-lists"
updated: 2024-05-16T06:35:57Z
published: 2024-05-16T06:35:57Z
canonical: "documentation.sysaid.com/special-lists"
---

> ## 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.

# Special Lists

## **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.

#### Example

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

> [!NOTE]
> 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** |
| --- | --- | --- |
| Urgent | --> | Highest |
| Very High | --> | Very High |
| High | --> | High |
| Normal | --> | Normal |
| Low | --> | Low |

> [!NOTE]
> Note
> 
> - 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](https://portal.document360.io/v1/docs/Translation) 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.

#### **Important**

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 ![CustomListsfilesStatuslistintranslationfileStatuslistintranslationfile.jpg](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/CustomListsfilesStatuslistintranslationfileStatuslistintranslationfile.jpg)