Help Desk

SysAid Product Manager

Service Desk

Help Desk



This is the Help Desk list. This list allows you to filter and view the different service records that are registered in your helpdesk. You can also create new service records here. You an change the width of any column by clicking and dragging at the right edge of that column's header. To open an existing service record, click on it's row.


In SysAid Full Edition, this list shows Incidents, Changes, Problems, and requests.




For general instructions for using list pages in SysAid, see Using SysAid Lists.


Service Desk list options

The following list options are specific to the Service Desk lists:

Date Search
Click to further filter by date range, either for the Request time or for the Modify time. After you select the time type and date range, click in the search box.

Click to show a Gantt chart with due dates of your service records.
SR Weight
When this functionality is enabled, and a button appears on the top of the SR list, allowing you to push all of your weighted SRs to the top of the list, sorted in descending order. The button toggles between the Active and Inactive positions, indicating whether the weighted SRs are sorted separately or not.

Note: If you do not have any weighted SRs this button does not appear, even if it has been enabled in Service Desk settings.

To push all weighted SRs to the top of your list, click . The button changes to the On position.

To sort the weighted SRs according to the same sorting criteria as the other SRs in your list, click . The button changes to the Off position.


Note: If you activate the float weighted SR function, all weighted SRs are displayed irrespective of any filters you may have applied.

For more information on Weighted SRs, see SR Weight.

Create a new service record


To create a new service record, click . This opens a new incident in the SR form. For further instructions, see SR Form. If you would like to create a new change, problem, or request, go to Service Desk > Help Desk > Changes, or Service Desk > Help Desk > Problems, or Service Desk > Help Desk > Requests.


Unique reference number

Each SR, whether of type incident, change, problem, or request, includes a unique reference number. This number is never reused, even by a different SR type. For example, if you create new incident #15 and immediately afterwards create a new problem, the problem receives #16.


Note: In Cloud accounts, the reference numbers skip from one SR to the next. For example, if you submit an SR and SysAid assigns it the ID #6, the next SR opened in the account may be #9 instead of #7. This is due to the configuration of SysAid's cloud databases.


List actions

There are a number of actions you can perform on your service records right from the list. To open the SR actions list, select one or more service records using their corresponding check boxes at the left end of each row. This opens the SR actions list:



Click here to view the service records you've selected. The SR form will open to the first SR you've highlighted, and the Previous/Next SR arrow buttons at the top of the form will allow you to cycle through the rest of the SRs you've selected. (By contrast, if you click on a single service record from the list, the previous/next arrow buttons will move through all SRs in the list.)
Delete the selected service records. You must have the correct permissions in order to delete service records.
Export the selected SRs to .pdf. You can then easily print them.
Export the selected SRs to .csv. You can then print them, or use the data for further calculations.
Status, Assigned to, Priority
Select a Status, Assigned to administrator, or Priority from one or more of these drop-down lists, and then click Set. The appropriate field(s) will then be updated for all of the service records you've selected. For example, select three SRs, choose David from the Assigned to list, and then click Set. These three SRs are now assigned to David.
More Actions
Click More Actions to open a window with the following SR options: Urgency, Archive, Convert*, SR Custom List 1, SR Custom List 2, and Weight. Select one of these options, and then choose the desired value from the adjoining drop-down list. Click Save to update each of the selected SRs with the new value.

* The option to convert service records from incidents to requests and from requests to incidents is only visible if it is enabled in the Service Desk settings.


Adding hidden columns to the list


SysAid allows you to add hidden columns to the Help Desk list that you can easily view with the click of a button. This is useful if you have certain fields that you might need to see only occasionally, such as Source or Reopen counter.


To add hidden columns to the list:


  1. Click Customize View. This opens the Customize list screen.
  2. Move the field === Hide/Show Divider ==== from Available Columns to Visible Columns.
  3. Position the divider in your desired location. All fields above the divider are hidden. All fields below are visible.
    For more information about customizing lists, go here.

  4. Click Save. This closes the Customize list screen and updates your view.


After adding the divider to the list, you can click the > button to show the hidden fields. You can click the < button to hide these fields again.


 Show/Hide hidden columns


Important: If you are filtering or sorting by hidden columns, the filters and sort are still in effect even when the columns are hidden.


Predefined list views


The SysAid Help Desk Incident list includes several predefined views that correspond to lists in other SysAid locations (note that these views do not appear from Service Desk > Help Desk > All):


This view shows only SRs that have been archived. Note that unlike the other predefined list views, this view doesn't correspond to any other SysAid lists.
Asset Dashboard
Controls the Incident, Request, Change, and Problem tabs in the asset details section of the Asset Management Dashboard.
Controls the Service History list on the End-User Portal.
Controls the Supervised Users' SRs list on the End-User Portal.
Controls the Service Desk list and advanced SR filter for the SysAid Mobile App.
Good day.

I have added another field and for some reason I'm not able to see any fields at all as per screenshot. I have restarted my browser, the server and also logged on as another user but without any luck.

Any suggestions?

Kind regards
JP Burger
SysAid Customer Relations
Dear PM8,

Please try to restart the SysAid Server Service and if you still see the blank screen please contact us by and send us the updated logs folders and files:
...\SysAidServer\root\WEB-INF\logs folder (zipped)

We are looking forward to hear from you.
Super SysAider
Experiencing same issue while working with filters, so usualy i do that with help other colegue which resets my named view to default. While you have other admin user
Manualy, if you can, in database you can delete users settings which is then after logon created again, that is xml collum in user table, thats helps me. But first solution is more comfort.
I had the same problem with PM8. I accidentally set the static filter for the default view - then killed the screen. In version 8, it is nearly impossible to fix this!

However, I eventually worked out to manually browse to /CustomizeListView.jsp?listName=Service Requests All&srType=1&listViewName=DEFAULT and remove the filter from that screen.

Please look at this bug SysAid, I wasted a good hour on this.
How do you change your default view to have more tickets per page? There is a button to "show all" but it doesn't keep the setting once you navigate away from the page. I would like to be able to put 40 tickets per page.
SysAid Technical Writer
Hi thecb,

You can make this change from Customize --> Appearance. The setting is Grid Records per Page.
I would like to have the ability to "Assign To" an Admin Group. Does that exist as an option I can enable?
SysAid Product Manager Community Manager
Hi Michael,

This is currently a feature request #16780 and a thread for it exists here.