• 27 Sep 2023
  • 3 Minutes to read
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Article Summary

Configure Categories for Service Records


Categories are entity attributes that enable Admins to classify Service Records and Configuration Items and determine the most relevant Assignee. Such classifications allow admins to organize records and assign them appropriately. 

Categories also support Admins' needs for sorting, searching, reporting, and other operations. 

Categories are listed in the Categories list, where you can view, edit, and create Categories.

SysAid Lists
All List pages in SysAid can be customized

This document provides an overview of how to:

Create or modify categories

To create a new category, click image.png .
To modify an existing category, click the category you want to modify.

For more information, see Category Form.

Rename Categories

Choose a new name for a Category

You can rename Categories and Subcategories in selected Category sets and apply the new name to several or all of the SRs using that Category. Third Level Categories can only be renamed individually in their Category Forms.

To rename Categories or Subcategories: 

  1. Select the Category Sets you want to rename
  2. Click HelpDeskfiles3Dots40.png in the List Actions Toolbar
  3. Click More Actions.
  4. Select Rename Category or Rename Sub Category in the first dropdown menu
  5. Enter the new name in the input field
  6. Click Save.

    If there are any service records using that category, the following prompt appears:

    1. Select if your renamed category should apply to active, closed, and/or archived SRs. SysAid maintains the previous category name for any SR classes not selected, but that version of the category set is no longer available for generating new SRs.
    2. If you want the same preferences to apply to upcoming conflicts with the other selected categories, select the Do this for all remaining conflicts check box.
    3. Click Continue.

You can continue working while SysAid updates the category for the affected SRs in the background. This process may take a few minutes.

Delete Categories

Delete an existing Category


Delete the selected Categories, and the following popup appears (on condition that the Category exists), prompting you to choose an alternative Category for Service Records that use the one you're deleting.

To proceed:

Choose a relevant Category on the dropdown > Choose which Service Record-types to apply replacement to > Choose whether to apply this to "all remaining conflicts"


You can continue working while SysAid updates the affected SRs' Categories in the background.

This process may take a few minutes.

Perform General List Actions

Perform List actions directly from the Category List

Export Category Lists 

Export Category Lists as Excel or PDF files


There are a number of Category-related actions you can perform inside the list. 

To open the Category list actions, select one or more categories using their corresponding check boxes at the left end of each row.

Export to Excel

Click HelpDeskfiles3Dots41.png and click Export to Excel to export the list to a .csv file.

Print to PDF

Click HelpDeskfiles3Dots42.png and click Export to PDF to export the list to a .pdf file.

Define Category Visibility

Define Category Visibility


You can define whether one or more Categories are visible in the Self-Service Portal and to Admin Groups. 

You can also decide if the groups you select override existing Group Permissions for the marked Categories or if the groups are granted access in addition to groups with existing visibility permissions.

Enable Category visibility per Group(s)


To set a field as visible in the Self-Service Portal or Admin portal for all groups, select a value for the Visible for admin groups field and/or the Visible in EUP field then click Set

The field is updated for all of the selected Categories.

To update Categories visibility for specific groups only:

  1. Select the categories whose accessibility you want to update.
  2. In the List Actions toolbar, click HelpDeskfiles3Dots43.png
  3. Click More Actions.
  4. From the first drop-down, select one of the following fields.
    • Set group accessibility in SSP - Overrides the existing Groups that can access the Categories from the Self-Service Portal with the selected groups
    • Add group accessibility in SSP - Adds to the existing list of Groups that can access the Categories from the Self-Service Portal
    • Set group accessibility for admins - Overrides the existing Admin Groups that can access the Categories with the selected Groups
    • Add group accessibility for admins - Adds to the existing list of Admin Groups that can access the Categories
  5. Click within the field
  6. Select a group from the dropdown
  7. Repeat to add desired groups as you want
  8. To remove a group, click on its corresponding X
  9. Click Save.

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