Glossary

A

Action Bar
Appears in the Queue when selecting multiple Service Records
Admin (SysAdmin)
Have all permissions to perform and execute system features, functions and data, including User Management and all customization options.
Admin Portal
Includes an overview of the state of affairs in your SysAid
Advanced Filters
Main Queue Filters fixed to the Filters Bar (Assignee & Status Fields)
AI Admin
SysAdmin whose account includes a Generative AI license
Assignee
Service Pro who a Service Record is officially assigned to
Attachments tab
Gallery view that displays each Attachment with its respective file details
Audit Log
Indication items in the Journey of any SR Field update or Events
Available Fields Panel
Lists the System OOTB Fields that users can add to a Template’s Service Record Form

B

Bulk Actions
Multiple actions that can be performed on up to 50 Service Records in the Queue simultaneously

C

Canned Response
Category
An entity attribute that enables admins to properly classify Service Records and configuration items
Category-Driven Template
Setting that causes a Service Record’s Template to be set or updated according to its defined Category
Change
Closure Information
Column Configuration
Allows you to reorder, remove, or add Columns displayed in the Queue Grid
Column Filters
Used to filter the Service Records by any column displayed in the Queue Grid
Contextual Attachments
Attachments uploaded or emailed within the context of a Note, Message, or action executed using a Rich Text Editor
Custom Fields
Custom Template

D

Default Queue View
Queue landing page that appears upon opening the Service Desk
Description
Description Attachments
Details (Section)
Due Date

E

Email Integration
Events

F

Field Groups
Field Properties
Field Properties Panel
Fields
Fields Panel
Filter Bar
Displays all Active Filters
Form Designer
Full Journey

G

General Attachments
Groups

H

Header
Hidden Section
Highlights Mode

I

ID
Impact
Incident
Unplanned event or malfunction that disrupts your work process or service capabilities

J

Journey
Actionable audit log of all Service Record Events
Journey Modes

M

Main Asset
Main CI
Manager
Message
Messages view
Metadata
Monitoring Rules

N

Next action line
Note
Written by Admins and Request Users to log Service Record activity and leave comments for other users
Notifications

O

Out of the Box Templates

P

Password Services Notification
Phone Call
Priority
Private Views
Problem
Public Views

Q

Queue
Where Admins view and manage Service Records
Queue Grid
List of all Incident Service Records and their data in grid format
Queue Views
Set of configured Columns and Filters that Admins can add, remove, reorder, and sort for recurring use

R

Read Only
Reply
Request
Request User
Required Field
Resolution
Resolution Card
The Journey Event form that lists the SR's Resolution Status, Closure Information, Solution content, and sharing toggles
Resolution Panel
Holds the history and assets of the Service Record and serves as the starting point for initiating communications and actions
Routing Rules
Automatically assign Service Records to Administrators or Admin Groups

S

Section Properties
Sections
Self-Service Portal
Service Level Agreement (SLA/SLM)
Service Record
Service Record Attachments (Attachments)
Service Record Description (Description)
Service Record Form
Created and filled out by Request Users to record an Incident and submit it for Resolution
Service Record Header
Contains all Service Record metadata Fields
Service Record ID
A unique reference number for each Service Record that is never reused
Service Record Panel
Contains all Service Record Form Fields that can be filled out by users or auto populated by the system
Solution
Status
Submit Time
Submit User
Super Admin
SysAid for Teams
SysAid Hotkey
System OOTB Fields

T

Template
Pre-configured Service Record Forms that are built according to Service Record Type
Template List
Where Admins view and manage Templates, displaying all Out of the Box Incident Templates as well as Templates you created and customized
Toolbar
Fixed element within the Resolution Panel and contains the four key actions that an Admin can perform

U

Uncertainties
User Groups
User Information (Section)

W

Workflow

Z

Zen Mode
Pauses Queue updates