--- title: "Edit Problem Template" slug: "edit-problem-template" description: "Problem templates are designed to give you a standard procedure for problem solving.Not all problems are of the same type or size, so the same template may not be suitable for all problems." tags: ["SysAid Classic"] updated: 2026-10-20T07:54:44Z published: 2026-10-20T07:54:44Z canonical: "documentation.sysaid.com/edit-problem-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. # Edit Problem Template Problem templates are designed to give you a standard procedure for problem solving. Not all problems are of the same type or size, however, so the same template may not be suitable for all problems. SysAid provides two predefined problem templates, and you can create as many more as you like. A problem template has two parts: the form, which you design in the Template Designer, and a workflow of action items, which you build in the Workflow Designer. **Available for:** Customers using SysAid Spaces. If you're using SysAid Classic, see [Edit Problem Template](https://documentation.sysaid.com/classic/docs/edit-problem-template). ## How it works Problem templates are listed together with incident, request, and change templates under **Settings** > **Customization** > **Templates & Fields** > **Ticket Templates & Workflows**. The **Type** column shows which templates are problem templates. For request, change, and problem templates, the **Actions** column also has a workflow icon that opens the template's workflow in the Workflow Designer, in a new browser tab. For an overview of the whole problem management setup, see [Setting Up Change and Problem Management](https://documentation.sysaid.com/docs/change-management-and-problem-management-location-guide-and-faq). ### Permissions Only **Change Managers** can create or modify problem templates. To learn more, see [Managing Agent and Admin Permissions](https://documentation.sysaid.com/docs/managing-agent-permissions). ### Limitations **Important:** Editing an action item template immediately changes every action item in SysAid that is based upon that template. ## Create a problem template 1. Go to **Settings** > **Customization** > **Templates & Fields** > **Ticket Templates & Workflows**. 2. Click **New Template** and select **Problem**. The Template Designer opens. 3. Set up the template's form and click **Save Template**. To learn more about designing the form, see [Managing Service Record Templates](https://documentation.sysaid.com/docs/manage-templates) and [Service Record Template Designer](https://documentation.sysaid.com/docs/template-designer). If you would like to create a new template that is similar to an existing template, open the existing template, click the three dots in the header, and select **Duplicate**. Then make any changes you need to the duplicate. ## Build the problem workflow 1. Open the problem template and click **Add Workflow** in the header. If the template is new, save it first. The Workflow Designer opens in a new tab. 2. Click **Add another tab** to add a workflow tab. 3. Click the three dots on the left side of the Workflow Designer to open the list of action items. 4. Drag an action item into a workflow tab, or click **New Action Item** to create one. To move an action item to another tab or change its position, drag it. To learn more, see [Workflow Designer](https://documentation.sysaid.com/docs/workflow-designer). ## Configure an action item Hover over an action item and click its menu icon. The menu has these options: **Edit Action Item**, **Attributes**, **Dependencies**, **Data Population**, and **Remove**. ### Set action item attributes Select **Attributes** to set the following options, then click **DONE**: - **On activation change status to**: When this action item is activated, the status of the problem updates to the chosen status. - **On completion change status to**: When this action item is completed, the status of the problem updates to the chosen status. - **Notification ID**: The notification sent by the action item. Each action item can send one notification. Notifications are configured under **Settings** > **Customization** > **Notifications** > **Workflows**. To learn more, see [Setting Workflow Notifications](https://documentation.sysaid.com/docs/editcreate-new-notification). - **Notification method**: Choose whether the notification for this action item is sent when the action item is activated or when it is completed. - **Auto Complete**: If this is checked, the action item is automatically marked as complete at the moment it activates. This option is useful if you need to have a specific notification sent during the problem solving process, but that notification is not part of any of the other action items. ### Set action item dependencies Dependencies define which action items must be activated or completed before the current action item is activated (prerequisite action items). 1. Select **Dependencies**. 2. Select **AND** or **OR** to determine if all conditions in the table must be met or if only one of the conditions must be met before the action item is activated. 3. Click **+ ADD DEPENDENCY**. 4. In **Depends on workflow Tab**, choose the workflow tab with the prerequisite action item. 5. In **Depends on action item**, choose the prerequisite action item. 6. In **Method**, choose **On activation** or **On completion**. 7. Click **DONE**. If you are using one of the default templates that comes with SysAid, you will find that dependencies are already set between its action items. You may edit these dependencies if you like. ### Populate field values from other action items Select **Data Population** to fill fields on this action item automatically with values from other action items. To learn more, see [Configuring Action Items](https://documentation.sysaid.com/docs/configure-action-items).