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.
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 records in the system typically contain the following key attributes:
| 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 |
| 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 |
| 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 |
followupActualDate | date | Actual date of follow-up actions in UNIX format |
knownError | string | Documented known error details |
| Name | Type | Description |
|---|
priority | list | Priority level assigned to the service record - Low, Medium, High, Critical, etc. |
urgency | list | Urgency level of the service record |
impact | list | Impact assessment of the service record |
srWeight | number | Weight assigned to the service record |
Requester and submitter information.
| Name | Type | Description |
|---|
requestUser | user | The user or department that reported the issue or request |
requestUserName | string | Name of the requestor |
requestUserType * | number | |
submitUser | user | The user who submitted the service record |
submitUserName | string | The Timestamp for when the service record was created |
submitUserType * | number | |
emailAccount * | string | |
location | list | |
agreement | number | Agreement ID related to the service record |
contact * | string | The user's contact information |
updateUser * | string | |
The user or Group responsible for handling the service record.
| Name | Type | Description |
|---|
assignee | user | The user assigned to handle the service record |
assigneeName | string | Name of the assigned user |
assignedGroup | string | The group responsible for the service record |
responsibleManager | string | Manager overseeing the service record |
escalation | number | Escalation level of the service record |
maxSupportLevel | number | The maximum support level this service record reached |
currentSupportLevel | number | The current support level of the service record |
Information about resolution and post-closure actions.
| Name | Type | Description |
|---|
workaround | string | The temporary solution for an ongoing problem or known problem |
closeTime | date | The timestamp for when the service record was closed in UNIX format |
solution | string | The solution applied to resolve the service record |
resolution | string | Final resolution details for the service record |
closureInformation | number | Additional closure-related information |
archive | number * | Indicates whether the record is archived |
surveyStatus | number | Status of the post-resolution survey |
| Name | Type | Description |
|---|
notes | string | Notes added to the service record |
knowledgeBase * | string | |
