Service Desk

Help Desk

SR Form - Actions

Actions available from the icons above the SR form


There are several actions that you can perform on a service record using the icons in the top-right corner of the SR form:


Customize the SR form

Click Design Form on the top of the page to customize the SR form. This option is only visible to SysAid Administrators. For more information, see Customize Forms.


Print to PDF

Click Print the SR form to PDF.


Convert an incident to a request

When this option is enabled in the Service Desk settings, you can convert an incident to a request and a request to an incident.

In the Incident form, click Convert to Request/Convert to Incident. SysAid converts the incident to a request, applies the associated workflow, and initiates the workflow as if the request had just been submitted.

If you want to revert the request back to an incident, click the option again. An alert appears, warning you of possible data loss. If you still want to revert the request back to an incident, click OK.


For instructions on how to simultaneously convert multiple service records in the list view, see Help Desk > All.


Duplicate a service record

Sometimes it is convenient to duplicate a service record, for example, when two different departments need to work on the same issue.

Click Duplicate SR. An exact copy of the service record is created.




Create a new linked item

Service records are frequently related to other components of the helpdesk. These other components could include tasks, projects, Knowledge Base items, and more. From within a service record, SysAid allows you to create a new item which is linked to the SR you are looking at. After the new linked item is saved, it appears in the Related Items list.

  1. Click Create a New Linked Item.
  2. Select the appropriate type of linked item.
  3. Select whether the current item caused the new linked item, was caused by the new linked item, or neither. If you have selected an incident, request, change, or problem, you must select the desired template.

    : When creating a new linked item from an incident, only request, change, or problem templates with the same category as the incident or without a category are available in the list.
  4. Click Create New to create the new linked item.

SysAid creates a new item of the selected type, and this item is linked to the service record from which you created it. You may view and edit the relationships between linked items from the Related Items tab.


Create a customized printout of your service record

Click Customized Printout to create a customized printout of your service record.For more information, see the Customized Printout tab.


Delete the service record

Click Delete to delete the service record. You must have permission to purge service records for this icon to be visible.


Archive a service record

It can be helpful to archive old service records so that they no longer appear in your Service Desk work queues. On any closed service record, click Archive to archive that service record. Once archived, a service record may no longer be modified by anybody in any way. Additionally, an archived service record only appears in the Service Desk list if you are using a view that shows archived records (see Customize Lists). You can restore an archived record by clicking Archive

When the service record is restored, you can edit it normally.

Note: The archive icon is only available for service records with a closed status class.


Related Content:

SR Form

SR Fields

SR Fields Actions

Customize Forms
Insight Panel Customization

SR History

SR Related Items

SR Solution Tab

SR Chats

SR Business Impact

Customized SR Printout