---
title: "Service Record Templates in Spaces"
slug: "templates-docs"
updated: 2026-05-13T06:48:28Z
published: 2026-05-13T06:49:14Z
canonical: "documentation.sysaid.com/templates-docs"
---

> ## 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.

# Service Record Templates in Spaces

Pre-configured Service Record Forms built according to [Service Record Type](/spaces/docs/service-records); used by Admins to easily create forms built to their exact use cases and standardize their resolution processes.

> [!NOTE]
> 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](https://documentation.sysaid.com/docs/hybrid-features#service-record-template-syncing)

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

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-VQPU4A2V.png)

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

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-GZ2VHSAI.png)

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

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-H6WT67XR.png)

### 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.

> [!NOTE]
> Please note:
> 
> If the Major Incident template isn’t available in your environment, create a new template and name it Major Incident. You can then customize it to match your organization’s needs.

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-6Q17AKMA.png)

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]
> Tip!
> 
> To learn more about reports and dashboards see:
> 
> - [Organize Reports](https://documentation.sysaid.com/docs/organize-reports)
> - [Design Dashboard](https://documentation.sysaid.com/docs/design-dashboard)

### Details

The Details Section includes the following Fields:

| **Field** | **Property** |
| --- | --- |
| Description | Editable (Rich Text Editor) |