By selecting a template when creating a new incident, all fields on the incident will be automatically filled out as they appear in the template. This can be very helpful if your help desk receives many incidents of the same type (e.g., printer paper jam). Each template can also display its own fields (according to the selected subtype), so use templates to add or remove fields from the incident form as needed.
It's recommended to create templates for all of your most common problems.
For general instructions for using list pages in SysAid, please go here.
Creating and modifying incident templates
Click 
to create a new incident template. Click on the row of an existing incident template to edit it. For more information about creating and editing incident templates, please go here.
List Actions
There are a number of actions you can perform on your list using the actions list. To open the actions list, select one or more list entries using the tickboxes at the left end of each row. This opens the actions list:
Major Incident Template
To help you manage critical service disruptions quickly and consistently, SysAid includes a predefined Major Incident template. This template supports a structured, high-priority response while remaining flexible enough to fit your organization’s processes.
When a high-impact issue occurs, use the Major Incident template as your central workspace for managing the incident lifecycle. It serves as a single source of truth for coordination, communication, and resolution.
Standardized structure: Ensures all Major Incidents follow a consistent format, making it easier for teams to collaborate and respond quickly and effectively.
Fully customizable: You can adapt the template to match your internal SOPs (Standard Operating Procedures), including fields, workflows, and default values.
Use this template for any incident that meets your organization’s “Major” criteria, as defined in your SLAs.
Reporting and visibility
Because Major Incidents are defined as a dedicated Sub-Type (Template), you can easily track and analyze them across the system.
Filter reports and dashboards: Use the Template (Sub-Type) filter and select Major Incident to isolate relevant records.
Monitor performance: Create a dedicated dashboard (for example, Major Incident Oversight) to track key metrics such as MTTR (Mean Time to Resolution) and identify trends over time.
Tip!
To learn more about reports and dashboards, see:
View
View details of the selected incident templates. You can use the left/right arrows next to the form title to cycle between the selected incident templates.
Delete
Delete the selected incident templates.
Export to Excel
Click 
and click Export to Excel to export the list to a .csv file in Excel.
Print to PDF
Click and click Export to PDF to export the list to a .pdf file.