- 05 Feb 2024
- Updated on 05 Feb 2024
Take a deep dive into any Service Record’s history and context — filter through its Journey and perform resolution actions intuitively and collaboratively.
Request Users create and fill out Service Record Forms to record an Incident, Change, Problem or Request and submit it for Resolution.
Admins read and/or manage the submitted Service Records, and delve into their activity history and completed form.
Service Record Forms can be created based on Templates created in the Template Designer or based on out-of-the-box templates.
End users can create and submit Service Records
Admins with “Read” permissions can view Service Records
Admins with “Edit” permissions can manage Service Records
This document describes the basic anatomy of Service Records and the role they serve in the Resolution process.
Service Record Types
Unplanned event or malfunction that disrupts your work process or service capabilities, such as an application not responding or a problem with a laptop
Cause or potential cause of one or more Incidents
User asks something of the IT department – unrelated to a component failure or error, i.e permission to access a server
Service Record Layout
Service Records are composed of two main sections:
Service Record Details (Admins & End Users)
Resolution Panel (Admins only)
Service Record Details
Service Record Header
The Service Record Header contains all Service Record metadata Fields, which include:
Service Record Type
Service Record ID
Service Record Title
Share button (Service Record link)
Delete button (Trash icon)
The User Information section contains all Fields representing user-related information
[Service Record Type] Information
The Details section contains the “Description” Field; a free-form Field that can be filled out using its Rich Text Editor.
End User-facing Service Records
End users can submit Service Records (Incidents & Requests) from the following sources:
Email (including updating emails)
Password Services Notification
AI Chatbot (SysAid Copilot license only)
AI Emailbot (SysAid Copilot license only)
Admin-facing Service Records
Admins that read or manage Service Records have access to the Service Record Panel, the Journey, and the Resolution Panel (edit permissions only). The Service Record Panel contains all Service Record Form Fields that can be filled out by users or auto populated by the system.
Admins can create and submit Service Records from the Admin Portal.
The Resolution Panel holds the history and assets of the Service Record and serves as the starting point for initiating communications and actions.
The Resolution Panel is comprised of three main components:
The Journey tab is an actionable audit log of all Service Record Events.
The Journey can be searched, filtered, and displayed in a variety of preconfigured Modes:
Highlights (the Journey’s default view)
Each Event specifies who executed it and when it took place.
The Attachments tab shows a gallery view that displays each Attachment with its respective file details.
The Attachments tab can be searched, filtered, and sorted according to various values; further information on these values can be found here.
The Toolbar is a fixed element within the Resolution Panel ; only visible to Admins with Edit permissions.
The Toolbar contains the four key actions items that an Admin can perform:
Add a Note
Send a Message
Add an Attachment
Add a Resolution
Notes can also be added to the Journey using the Next action line (beneath the most recent Event in the Journey).