Changing a Service Record Template

Changing a Service Record Template

You can change the template of a service record at any point in its lifecycle. This gives you the flexibility to adjust the structure of a record as requirements evolve, without losing previously entered data or activity history.

Whether a record was created with the wrong template or simply needs to follow a different process, you can switch templates seamlessly and continue working without starting from scratch.

Available for:

Customers using SysAid Spaces.

How it works

Any IT team member can change the template of a service record. When a template is changed, SysAid updates the record's structure to match the newly selected template, while preserving existing data wherever possible.

Field value changes

• Existing field values are preserved
  Any field that already contains data will keep its value, even after switching templates, as long as that field exists in the new template.

• New fields are added with default or empty values
  Fields that exist in the new template but were not part of the previous one are added to the service record. These fields will either be:

  • pre-filled with their defined default values
    or

  • Left empty if no default is set

• Fields that are not part of the new template are removed
  If a field does not exist in the newly selected template, it will no longer appear in the service record view.

• Workflows are altered or removed
  If the new template doesn’t include a workflow, it will be completely removed.
  If the new template has a different workflow, it will change entirely and start from the beginning of the workflow.

• No data is permanently lost when switching templates
  If you switch back to a previous template, any data that was originally entered into its fields will be restored.
  This applies regardless of how much time has passed since the change.

What remains unchanged

Changing the template does not affect the following:

• Non-field data
  Messages, notes, and Journey logs remain unchanged. All activity related to the service record is preserved and remains visible.

• Request User visibility
  The Request User is not notified of the template change, and there is no indication of it in the Self-Service Portal.

• Due date and SLA
  The due date and SLA remain unchanged when switching templates.

please note:

If there are automations configured in your account that apply to the newly selected template, they may update the due date, SLA, messages, etc.

Automations and behavior

Changing the template may affect how automations apply to the service record:

• Automations configured for the new template may now be triggered

• Automations tied to the previous template may no longer apply

This behavior depends entirely on how automations are configured in your account. To avoid unexpected results, review any relevant automations when working with multiple templates.

Tracking template changes

Every template change is recorded in the Journey tab > Full Journey view of the service record. This ensures full visibility into when the change occurred and who performed it.

Changing the service record template

To change the service record template:

1. Go to the relevant service record.

2. Click the 3-dot menu at the top right corner and select Change template.

3. You will see a pop-up where you can select a template or search for the template you’d like to switch to.
   

4. Click Change.

The template view will change to match that of the selected template. You can see the change logged into the Full Journey view.