- 21 Sep 2023
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Introduction to Service Records
- Updated on 21 Sep 2023
- 2 Minutes to read
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- PDF

Request Users create and fill out Service Record Forms to record an Incident and submit it for Resolution.
An Incident is an unplanned event or malfunction that disrupts your work process or service capabilities, such as an application not responding or a problem with a laptop.
This article describes the basic anatomy of Service Records and the role they serve in the Resolution process.
Service Record Reference Numbers (SR#)
Every Service Record is assigned a unique Service Record ID; a unique reference number that is never reused.
Service Record Templates
Service Record Templates come in two variations: Out of the Box (OOTB) Templates or (reusable) Custom Templates.
Service Record Layout
Service Records are composed of two main sections:
Service Record Form
The Service Record Form contains:
Service Record Header

The Service Record Header contains all Service Record metadata Fields.
These include:
- Service Record Type
- Service Record ID
- Service Record Title
- Priority
- Categories
- Status
- Assignee
The Service Record Header also contains:
- Share button for sharing the Service Record link
- Trash icon to delete the Service Record
Service Record Panel

The Service Record Panel contains all Service Record Form Fields that can be filled out by users or auto populated by the system.
Resolution Panel

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:
- Journey tab
- Attachments tab
- Toolbar
Journey tab
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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)
- Full Journey
- Audit Log
- Activities
Each Event specifies who executed it and when it took place.
Attachments tab
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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.
Toolbar

The Toolbar is a fixed element within the Resolution Panel and contains the four key actions that an Admin can perform:
- Add a Note
- Send a Message
- Add an Attachment
- Add a Resolution
You can add Notes from either the Toolbar or the Next action line beneath the most recent Event in the Journey.
Service Record Submission Sources
Service Records can be created and submitted from the following places:
- Admin Portal
- Self-Service Portal
- Email (including updating emails)
- Agent Hotkey
- Reminders
- Monitoring Notifications
- Password Services Notification
- SysAid for Teams