---
title: "Edit Request Template"
slug: "edit-request-template"
description: "Each request template is based upon a sub type.A sub type determines two things: 1) which fields appear on the non-workflow tabs, and 2) how many workflow tabs there are."
tags: ["SysAid Classic"]
updated: 2026-10-20T07:52:11Z
published: 2026-10-20T07:52:11Z
canonical: "documentation.sysaid.com/edit-request-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 Request Template

Because requests are standard procedures that occur on a regular basis, there should be a predefined process for handling each request of a given type. In SysAid, each request is based upon a request template. By choosing the appropriate template for each request, administrators ensure that the correct procedure is followed for every request.

A request template has two parts: the form, which you design in the Template Designer, and an optional 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 Request Template](https://documentation.sysaid.com/classic/docs/edit-request-template).

## How it works

Request templates are listed together with incident, change, and problem templates under **Settings** > **Customization** > **Templates & Fields** > **Ticket Templates & Workflows**. The **Type** column shows which templates are request 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.

**Please note:**

In SysAid, Request, Change, and Problem templates are all created in the same way. While changes and problems typically have advanced workflows, requests are usually much simpler. Therefore, while the instructions provided below document all functionality available to you for designing request templates, you will not necessarily need to perform all of the steps described.

### Permissions

Only **Change Managers** can create or modify request 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 action item template.

## Create a request template

1. Go to **Settings** > **Customization** > **Templates & Fields** > **Ticket Templates & Workflows**.
2. Click **New Template** and select **Request**. 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).

To create a new template based on an existing template, open the existing template, click the three dots in the header, and select **Duplicate**. Then edit the duplicate as needed.

## Build the request workflow

1. Open the request 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 request updates to the chosen status.
- **On completion change status to**: When this action item is completed, the status of the request 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 request fulfillment 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**.

### 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).