Service Record Related Items in Spaces

Create and manage relationships between Service Records and other entities that address a common or connected issue.

You can quickly switch between these related items for a more comprehensive view of the service record's scope and impact.

Please note:
This is for customers using SysAid Spaces. If you’re using SysAid Classic, please go to this article.

How it works

The Service Record view has a Related Items tab where you can link different entities to this specific ticket. You can link an existing item or create a new service record and link it in one flow. The entities you can link include:

Another service record
A CI
An asset
A knowledge base article

When selecting an item and linking it to the service record, each linked entity will be shown in a table. The table columns change according to the linked entity type:

Entity type	Table column	Relationship types
Service Record	Title	‘Parent of’
	ID	‘Child of’
	Type	‘Caused by’
		‘Causes’
		‘Merged from’
		‘Merged to’
		‘Blocked by’
		‘Blocks’
		‘Relates to’
Asset	Name	‘Causes’
	Serial number	‘Related to’
	Type
	Owner
	Location
CI	Name	‘Causes’
	ID	‘Related to’
	Type
	Owner
	Location
Knowledge Base Article	ID	‘Relates to’
	Title
	Category

Relationship types

Once you choose the entity you want to link to the ticket, you can choose how the two relate to each other. You can select one of the following relationships:

Relationship type	Description
‘Parent of’	This service record is the primary or overarching item that groups related Child items
‘Child of’	This service record is a subset or component of a Parent item. This child item is part of a larger entity or process that the Parent represents.
‘Caused by’	This service record is triggered or influenced by another item
‘Causes’	This service record is responsible for causing or contributing to another issue or event with the selected item
‘Blocked by’ (New - Spaces only)	This service record is hindered or prevented from proceeding due to another item
‘Blocks’ (New - Spaces only)	This service record is obstructing or delaying another item
‘Relates to’ (New - Spaces only)	A general association between two items without a strict dependency, cause, or hierarchical relationship. It’s used for items that share some context or connection but are not directly dependent on one another.
‘Merged from’ (coming soon)	Indicates that the details of other service records have been incorporated into the viewed service record. For example, if Ticket B and Ticket C were merged into Ticket A, then Ticket A would show that it was merged from Ticket B and Ticket C. Merging tickets results in one service record entity and one ID. You can also choose to transfer notes and messages from the merged tickets.
‘Merged to’ (coming soon)	Indicates that this service record has been incorporated into another item, effectively losing its individual identity within that new, combined item. For example, if Ticket B is merged to Ticket A, Ticket B would show that it was merged to Ticket A. Merging tickets results in one service record entity and one ID. You can also choose to transfer notes and messages from the merged tickets.

Parent-Child Relationship

There are two things you should keep in mind regarding the Parent-Child relationship:

The status of the Child Service Record is locked and can only be changed by changing the Parent status.
All the Child Service Records will inherit the Parent's status. Once the Parent is in the “Closed” class, the Solution Resolution will apply across all the Child Service Records, and they will also be resolved.

Status Settings

You can set specific status change rules for Incidents linked to Requests, Problems, or Changes in the Status Settings section of your SysAid account.

However, if a service record is linked to a Request, Problem, or Change AND is the Child of another Parent service record, the Parent-Child relationship overrides any other status settings.

Tip!
To learn more about status settings, see the Automatically Updating Linked Incident Statuses (Status Settings) article.

Linking an item to a service record

To link an item to a service record:

Select the service record to which you’d like to link an item.
When in the Service Record view, go to the Related Items tab.
Click Link.
Select the entity type.
From the Relationship drop-down, select the relationship type between the service record and the chosen entity.
From the Item drop-down, select up to 50 items that relate to the Service Record.
Please note:
A service record can have 50 related items, except the Parent-Child relationship—in this case, up to 100 related items can be included.
Click Link.

You will now see a table that shows the related items ordered by link creation date. Simply click on an item, and a window with all its details will open in a new tab.

You can also see the linking action in the Journey tab of the service record.

Creating a new item and linking it

In addition to linking existing items, you can create a new service record directly from the Related Items tab and link it to the service record you’re viewing. This option is only available for service records. Other entity types can only be linked as existing items.

To create and link a new service record:

Select the service record to which you’d like to link a new item.
When in the Service Record view, go to the Related Items tab.
Click Create and link.
Fill out the new service record form. This is the same form that opens when you create a new service record from the queue.
Click Create. You return to the Related Items tab of the original service record.
From the Relationship drop-down, select the relationship type between the two service records.
Click Link.
Please note:
The process is not complete until you click Link. If you leave the page before selecting a relationship type and clicking Link, the new service record is created, but it is not linked to the original service record.

The new service record now appears in the Related Items table.

To unlink a related item:

Select the service record to which you’d like to link an item.
Go to the Related Items tab.
Hover over the entity you’d like to unlink and click the unlink icon on the right end of the item row.

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