---
title: "Managing Service Record Templates"
slug: "manage-templates"
description: "This document explains how to use the Template Designer to design Templates for recurring use in SysAid."
updated: 2025-09-21T07:18:10Z
published: 2025-09-21T07:18:10Z
canonical: "documentation.sysaid.com/manage-templates"
---

> ## 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.

# Managing Service Record Templates

Admins with the necessary permissions can create, manage, and use Templates that standardize their organization’s Service Record submission process, enabling faster and more efficient resolution results.

This document explains how to use the Template Designer to design Templates for recurring use in SysAid.

## Creating a Template

To create a new Template, go to the **Template List** (under Settings > Templates & Fields > Ticket Templates) and click the “New Template” button.

This will begin the Template creation process in the Template Designer, whose steps are mapped out in the text below.

### Choosing the Template Type

Before opening the Template Designer, you must choose which type of Service Record your Template will accommodate:

- Incident
- Request
- Problem
- Change

### Configure the Template Header

You can configure the following Template properties through the Template Header:

- Template Name
- Self-Service Portal Visibility

### Configure the Service Record Header

You can configure the following Template properties through the Service Record Header, which contains five fields that all Templates must include:

- Priority
- Category Set (Category, Subcategory, Third Level Category)
- Assignee and/or Assignee Groups

## Editing a Template

Admins with Edit permissions can create and edit existing Templates and save their changes.

If you edit a Template, the changes are

- Not applied to the OOTB Template it was created from
- Applied to Service Records using the Template (new and existing)
- Documented in the System Log

> [!WARNING]
> Template changes:
> 
> All changes made to a Template are applied to every Service Record using it

## Adding attachments to a Template

You can attach documents directly to your templates. This ensures all records created from the template have consistent, readily available reference materials.

This helps you centralize related files, ensure consistency, and save time by avoiding repeated manual uploads.

> [!NOTE]
> Please note:
> 
> - You can upload **up to 3 attachments** per template.
> - The total size limit for all uploaded files is **50 MB**.

To add a document to a template:

1. Go to **Settings** > **Templates & Fields** > **Ticket Templates & Workflows**.
2. Select the relevant template or create a new one.
3. Scroll down to the **Uploaded Attachments** section.
4. Click **Add Attachment**.
5. Select the document(s) you want to upload.
6. Click **Save Template** to apply your changes.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-IY31LGAC.png) Once added, these documents will be available in any service record created using the template.

## Deleting a Template

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Screenshot%202024-01-01%20115836.png)

Delete or Duplicate a Template (and save as a new Template)

Admins with Delete permissions can delete existing Templates from two locations:

- Template List
- Template Designer

Deleted Templates are:

- Not deleted from the database
- Flagged in the database as a deleted Template
- Documented as an action in the System Log

## Duplicating a Template

Admins with Edit permissions can duplicate (and save) existing Templates from two locations:

- Template List
- Template Designer

To duplicate or delete a Template, click on the three dots in the Template Designer header and select the relevant action.