Rules Timers

SysAid Product Manager


Service Desk



Service record timers allow you to measure the amount of time a service record spends in a particular state. The two default timers, for example, measure the amount of time it takes to resolve a service record and the amount of time it takes to first respond to a service record.


This tab allows you to create the timers necessary for you to gather the performance metrics important to your help desk.


Note: SysAid Basic Edition allows five timers and SysAid Full Edition allows ten timers.



Creating and editing timers


To create a new timer:

  1. Enter a timer Caption.
  2. Click Expression Builder.
  3. Use the Expression Builder to specify the exact service record details that cause the timer to run and then create the filter.

    Note: You cannot set a timer to run on a status classified as Closed.
  4. Click Save to save the new timer.


Any service record that matches the criteria in your timer causes the timer to run. The timer continues to run until the service record changes so that it no longer matches the criteria.


To edit a timer:

  1. Overwrite an existing caption with your new caption.
  2. Use the Expression Builder button to open the existing filter for that timer.
  3. Make changes to the existing filter so that it matches your new criteria and then save it.
  4. Click Save to save the modifications.


Viewing timers


You may view timers from the service record list.

  1. Go to Service Desk > Help Desk > Incidents.
  2. Select the view to which you would like to add the timer and click Customize View.
  3. On the Customize List page, add your new timer from the list of available fields to the list of visible fields, and save the view. Full instructions for customizing lists can be found here.
  4. Your timer now appears as a column in the SR list.


Timers are also accessed in several other places from within SysAid, including SLA measurement lists and escalation rules.

Which expression should I use to find out for how long service request had specific status, for example Hold.
SysAid VP Product
As simple as : Status = Hold

As long as the Service Request is in your "Hold" status the timer will tick.... at the end you will have the accumulated number of time that the Service Request was in this status

Elite SysAider
In the screen shot above I see there are 10 timer lines but in my Pro+ Edition I only have 5 timer lines. Can I add more timers or Pro an Pro+ edition are limited to only 5 and only Enterprise can have up to 10?
SysAid Technical Writer
Enterprise Edition supports 10 timers.
Pro and Pro+ Editions support 5 timers.
After changing the definition of a timer how can I update the calculations for each service request?
Just echoing this question: is there a way to have timers recalculate after a rule definition is changed?


Elite SysAider
Do timers continue to increment outside of operating times?
Super SysAider
jerdman wrote:Do timers continue to increment outside of operating times?

Need an answer to this question too!
SysAid Customer Relations
Hi guys,
Sorry for the late response. Timers do not work outside of operating hours.

One more hint about timers: You can create a static filter on your list to show only SRs which have a condition on the timer. For example: "timer2 < 1000".

timer1 - timer10 represent accumulated timer value for the corresponding timer. For example, the default for timer2 is Time to Respond
Please note that this field measures in milliseconds.


This message was edited 1 time. Last update was at Oct. 22, 2013 12:49 PM


Any idea why this could be happening? my timer is not correctly counting for how long the ticket stays open (please check the attached image) and is giving me very high amount of time, like 3 years on a ticket that was open just for 2 or 3 hours, please help!!!!
This happen suddenly, the last week everything was working fine.

Do timers reset once an expression no longer evaluates to true?

If they don't any suggestions on how to achieve this?
SysAid Product Manager Community Manager

Timers are cumulative and do not reset. For the functionality you have describe you will need a special project performed by our Professional Services team, in which case you should contact your account manager for more information and a quote.

Another option is to open a feature request. Should you choose this, please create new topic in the Feature Requests forum with a detailed description of how you would expect this feature to function, and Avi will later update the thread with a feature request number.