Pre-configured Service Record Forms built according to Service Record Type; used by Admins to easily create forms built to their exact use cases and standardize their resolution processes.
Available for:
Admins with “Change Manager” and/or “Create/modify Incident Template” permissions
If you’re using the hybrid view, you can sync templates from Classic to Spaces. Learn more
This document describes the basic anatomy of Templates and how to use them in your Service Desk.
Default Templates (Out-of-the-Box Templates) are located in the Template List. Every time a new template is created, it uses the default OOTB Template unless the user selects one of their configured Templates to apply to the Service Record.
To navigate to the Template List, go to Settings (cog icon) > Customization > Templates & Fields > Service Record Templates.
Template Structure
The (OOTB) Template structure is composed of four sections:
Template Header
User Information
Incident Information
Details
When you create a Template in the Template Designer, you can modify these sections (except the Header) and add additional Sections as you see fit.
Template Header
The Template metadata is contained in the Template Header, a fixed section that contains five required fields for any Template:
Title
Priority
Categories
Assignee
Status
Template Header Calls to Action:
“Preview” button
“Save Template” button
“Settings” button
General Details
The Form’s User Details Section includes the Following Fields:
Field | Property |
Submit User | Read Only |
Submit Time | Read Only |
Request User | Editable; Required |
Department | Read Only |
Request User Manager | Read Only |
Main Asset | Editable |
Main CI | Editable |
Incident Information
The Form’s Incident Information Section includes the Following Fields:
Field | Property |
Impact | Editable |
Urgency | Editable |
Due Date | Editable |
Agreement | Read Only |
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:
Details
The Details Section includes the following Fields:
Field | Property |
Description | Editable (Rich Text Editor) |