A Service Record is a structured digital entry used to track and manage IT-related issues, changes, and service requests. It serves as the foundation for effectively managing IT support and operations.
Types of Service Records
Our system supports the following types of service records:
Incident: Represents an unplanned interruption or reduction in the quality of an IT service.
Request: Covers routine requests such as access to a system, software installation, or information inquiries.
Problem: Identifies and manages the root causes of recurring incidents to prevent future issues.
Change: Tracks modifications to IT infrastructure, including updates, upgrades, and configuration changes.
Service Record Attributes
Service records in the system typically contain the following key attributes:
Identification
Name
Type
Description
id
number
Unique identifier for the service record
accountId
string
Account associated with the service record
projectId
number
Identifier of the main project the service record relates to
taskId
number
Identifier of the main task related to the record
srType
string
Type identifier for the service record. Specifies whether it is an Incident, Request, Problem, or Change
srSubType
number
Subtype identifier for more granular classification
templateId
number
Unique identifier of the service record template
Categorization
Name
Type
Description
primaryCategory
category
The primary category of the service record.
secondaryCategory
category
Secondary category providing further classification.
thirdLevelCategory
category
Tertiary classification of the record.
changeCategory
number *
srClass
string
Class type of the service record
Service Record Details
Name
Type
Description
title
string
Short title summarizing the service record
description
string
Detailed information regarding the issue, request, or change
status
List
Current state (e.g., Open, In Progress, Resolved, Closed)
source
number
The source of the service record creation, indicating where the record originated from, such as the Self-Service Portal, Service Desk, API, or other channels
insertTime
date
The Timestamp for when the service record was created in UNIX format
updateTime
date
The time when the service record was last updated in UNIX format
assetId
string
The main asset associated with the service record
ciId
number
The main CI associated with the service record
version
number
The service record object version
dueDate
date
The deadline by which the service record is expected to be resolved or completed in UNIX format
followupPlannedDate
date
The planned date for follow-up actions in UNIX format
