---
title: "Changing a Service Record Template"
slug: "changing-a-service-record-template"
updated: 2026-04-20T09:10:33Z
published: 2026-04-20T09:10:33Z
canonical: "documentation.sysaid.com/changing-a-service-record-template"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

> [!NOTE]
> 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.

> [!NOTE]
> 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. ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/changing-a-service-record-template-image-w0mzmica.png)
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. ![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/changing-a-service-record-template-image-0nfkd4eb.png)