Working with the Service Record Queue

The queue is where most day-to-day work starts. This article covers what you can do from it: opening records, creating new ones, editing without leaving the grid, and acting on several records at once.

Available for:

Customers using SysAid Spaces. If you're using SysAid Classic, see Help Desk List.

For what the queue is and how it's laid out, see Service Record Queue.

Opening a service record

To open a service record, click its ID. The ID column is pinned in first position and is never editable, so clicking it always opens the record.

Take care when clicking elsewhere on the row. Most other fields can be edited directly in the queue, and clicking one of those starts an inline edit rather than opening the record. See Editing from the queue below.

If you already know the record's ID, use Jump to ID at the top of the screen instead. It works from anywhere in Spaces, not just the queue.

To find a record when you don't know its ID, use the search field above the queue, which searches across ID, title, description, and notes. To narrow by field values instead, see Filtering and Sorting the Service Record Queue.

Creating a service record

Use Create at the top of the screen, and the arrow beside it to choose which type of record to create.

How service record IDs are assigned

Every service record gets a unique ID, and IDs are never reused across record types. An Incident and a Request will never share the same number.

On cloud accounts, IDs are sometimes skipped, so a gap in the sequence does not mean a record was deleted.

Editing from the queue

Many fields can be edited directly in the grid without opening the record, which is usually faster when you're updating several records in a row.

Hover over a field to see whether it's editable. A border appears around the cell's contents when the field can be edited, and nothing appears when it can't.

What you get when you click depends on the field's type. A text field such as Title becomes an editable text box, while Status and Priority open a dropdown of the available values.

Changes save automatically. There is no Save button to click.

Most fields are editable by default. Which fields an Agent can edit is controlled in the Template Designer.

A service record is locked while someone is editing it, so two Agents cannot make conflicting changes to the same record at the same time.

What gets tracked

Every field edit is recorded in the record's Journey, and appears in both Full Journey and Audit Log modes.

Status and Assignee changes also appear in Highlights mode, whether they were made in the queue or on the record itself.

Acting on multiple records

There are three routes to these actions, and which is quickest depends on what you're doing:

• The 3-dot menu on a row, for acting on that one record

• The action bar, for acting on a selection of one or more records

• The record itself, once you've opened it

The row menu

Each row has a 3-dot menu at its left edge:

• Open in new tab opens the record without leaving the queue

• Convert to Request changes the record's type

• Delete removes the record

Please note:

Accounts using hybrid mode also see an Open in Classic option in this menu.

The action bar

Selecting records with the checkboxes on the left opens the action bar at the bottom of the queue. It works for a single record as well as for a selection.

From the action bar you can:

• Assign the selected records to a user, a group, or both, depending on how assignees are configured for your account. See General Service Desk Customizations.

• Merge the selected records into one. See Merging Service Records for what happens to fields, notes, and attachments.

• Export the selected records to CSV. See Exporting Service Records.

• Delete the selected records permanently.

Merge appears only when two or more records are selected, since a single record has nothing to merge into.

Archiving is not one of the action bar options. You archive a record from the record itself, and archived records then appear in the Archive queue view. See Archiving a Service Record.

Selecting and deselecting

The checkbox in the header row selects records in bulk, up to a maximum of 50 at a time. The action bar shows how many of those 50 you currently have selected.

To back out of a selection:

• Click a record's checkbox to remove just that record

• Clear the header checkbox to deselect everything

• Click the X on the action bar to cancel the whole thing

Deletions

Bulk deletions are written to the System Log, including every record removed as part of a single bulk action.

Working the queue with AI

Everything above describes working the queue by hand. You can also just ask. The Agent Chatbot can find records, create and update them, tell you what to work on next, and look for patterns across your whole queue.

You don't need to learn any commands or know what anything is called. Describe what you want in ordinary language and the chatbot works out how to do it.

Deciding what to work on next

Ask what to work on next and Task Advisor ranks the records in your queue on Priority, Due Date, and AI Emotion, then recommends one. Ask it to open that record and it will.

Two things are worth knowing about the answer. It ranks within the queue's currently active filters, so what you have filtered to changes what you're told to work on. And the ranking formula is configured by an AI Admin rather than fixed, so it can be tuned to how your team actually prioritizes. See Task Advisor.

Seeing what's available to you

If you would rather browse than ask, type / in the chatbot to list the AI agents you can use. You can also ask the chatbot what any given agent does.

The list reflects your permissions, so two Agents won't necessarily see the same options, and the same question can return different results depending on which data each Agent can reach. See Prebuilt AI Agents Overview for everything available.

Which permissions you need

What you can do from the queue depends on your permissions. The table below maps each action to the permission that controls it.

See Managing Agent and Admin Permissions for the full list.

Export has no permission of its own, so it's available to anyone who can use the action bar.

Next steps

• Service Record Queue - what the queue is and how it's laid out

• Filtering and Sorting the Service Record Queue - narrowing the queue and ordering it

• Configuring Queue Columns - choosing which fields the queue displays

• Creating and Managing Queue Views - saving a configured queue for reuse