Service Desk

Help Desk

SR Form - Custom Printout


In addition to the default service record printout accessible from theby clicking Print in the SR Actions menu, you may find it helpful to customize your own SR printout. A custom SR printout is simply an Excel spreadsheet of your design that SysAid populates with all necessary fields from the service record.


 Example of a customized printout


To customize the printout of a service record, please do the following:


  1. Go to Service Desk > Help Desk > Incidents and click on any service record.
  2. Click Design Form on the top right of the form.
  3. In the Design Form window, select “Customized Printout” from the Tab drop-down list. Then, move any fields you want to show up in your printout from the Available Fields list to the Visible Fields list. Click on Save.
  4. Important: If a field does not show up in Visible Fields, it will not show up in your printout, even if you include that field on the Excel template.

  5. On the computer hosting your SysAid, go to ...\SysAidServer\root\WEB-INF\conf\templates. If you are using a Cloud account, contact your customer relations representative to request the Excel file described in the next step.
  6. You should see a file called <your_account_ID>_customized_printout.xls. Open it in Excel. (It's a good idea to make a backup of this file before you begin editing it.)
  7. The Excel you've opened has two tabs: SR Printout and Data.
  8. Therefore, if you would like to add the Solution field to the customized printout, on the SR Printout tab you would type "Solution:" in the desired cell and then type =$Data.B14 in the adjoining cell. If you would like to add the Resolution field to the SR Printout tab, you would type "Resolution:" in the desired place and then type =$Data.B15 in the adjoining cell.
  9. Save the document when you are finished making changes. All customized printouts will use this file as the template.


To print a service record using your custom template

  1. Open any SR.
  2. On the top right of the form, click Actions.
  3. From the drop-down list, click Customized Printout.



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SR Form

SR Fields

SR Fields Actions

SR Form Actions

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Insight Panel Customization

SR Related Items

SR Solution Tab

SR Chats

SR Business Impact