Introduction to Service Records
  • 21 Sep 2023
  • 2 Minutes to read
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Introduction to Service Records

  • Dark
  • PDF

Article Summary

Service Record Page


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.

Service Record Docs

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

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

Service Record Panel containing Service Record Form


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

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

Journey tab inside the Resolution Panel


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

Attachments tab in the Resolution Panel


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 in the Resolution Panel


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.

Toolbar Access
If a user doesn’t have Edit permissions for the Service Record, the Resolution Panel is visible without the Toolbar.

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

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