Create a Template
  • 30 Jan 2024
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Create a Template

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Article Summary

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, providing an overview and guide for how to:

Create a Template

Template Changes

All changes made to a Template are applied to every Service Record using it

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.

Choose 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

Customize Sections

  • Add Sections

  • Relocate Sections

  • Rename Sections

  • Define Section Properties

  • Delete Sections

Add Sections to the Template Form

Add up to 20 Sections to a Template and define its Fields and Properties

You can add Sections to a Template (Templates can include up to 20 Sections).  

To add a Section to the Template Form, click the +New Section above the first Form Section. 

Define Section Properties

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Define Properties for any Section

You can define Section Properties in the Section Properties Panel.

To open the Section Properties panel, click on the relevant Section.

This panel includes the "Hidden Section" Property; selecting Groups that “Can still View” the Section and are essentially excluded from this configuration.

When you select this property, you can select which Groups that can still view the Section (via the multi select menu).

Relocate Sections

Added Sections are automatically added as the form’s top section and can be dragged to any other location in the Form via drag and drop.

Rename Sections

New Sections’ Name Fields are blank by default. To name a new Section, click on its Name Field and enter your desired Name.

Delete Sections

To delete a Section, hover over it and click "Delete Action". Any Fields included in a Section you delete will return to the Available Fields Panel.

If you delete a Section from the Template, it will be removed from all Service Records using that Template.

Customize Fields

  • Add Fields

  • Define Field Properties

  • Delete Fields

Add Fields

You can add Fields to a Template by using the Available Fields panel, which includes all Fields that can be added to the Template. 

The Available Fields panel displays its first 50 Fields, and the rest will load as you scroll down. You can also use the panel’s search bar to find your desired Field.

Form Fields each fall into one of the following Field Types:

Field Types can be searched by name in the Available Fields panel and are indicated by unique icons:

Field Type


Text Area

Text Field



Date and Time

Single Select

Multi Select


To add a Field from the Available Fields Panel to your Section and location of choice, hover over it and drag it to your desired location in the desired (Form) Section. Each Field can be used once per Template.

Set Default Field Values

You can set a Field to be auto populated with a default value. 

Define Field Properties

You can define Field Properties in the Field Properties Panel.

To open the Field Properties Panel, click on the relevant Field.

This panel includes the following Property configurations:

  • Required for Status

You can specify that a Field is required when the Service Record is set to a certain Status.

The default value for this Field is ‘all Statuses’, but can be specified on an individual basis

  • Hidden Caption

The Hidden Caption property shows the input field without a field label

  • Hint

Adding a Hint property to a Field that may need further explanation adds a text area field where the user will be able to insert a Hint text, shown in the Service Record as a tooltip, indicated by a [show icon] above that Field

  • View Only

Form Fields are editable by default, but users can choose to set them as “View Only” to prevent specific Groups and/or Users from being able to edit them.

You can choose to exclude specific Groups from the “View Only” setting so that the specified Groups’ users can edit the Field

Delete Fields

You can delete a Field from a Template, and it will automatically return to the Available Fields Panel. Deleted Fields with default values will be reset. To delete a Field from the Template, hover over it and click the trash can icon that appears to the right of the Field.

Edit 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

Delete a Template

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

Duplicate 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.

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