Good Morning Michael,
well - I should have been more "precise"
There definitly was a setting within the SysAid Portal (I've discussed this with Sofia from the Service Team) which prevents the user to add notes without using the add notes button.
After disabling this setting (so that a user could enter notes directly into the notes field --> depends on your templates) and applying this I was able to remove the pre populated content within the notes field in the templates.
I was able to save the templates and the notes fields were empty (as wanted)
I've enabled this mysteriously option again - so that a user/admin can only enter notes by using the add notes button and my job was done.
I've had empty templates without pre populated content (even in the SR section and within Action Items).
@Phil - you could take a look at your table "service_req" - you can find all templates in this table as well. Just take a look on your template ID and search for it... for example:
Be aware to have a WORKING Backup in place! when messing directly with the database!
Be sure what to do, when you directly change thins within the database!
then you could just delete all notes from this template (for example ID = 10) with the statement
Subtabs can be found in the sr_sub_tab table, so if you want to change a "advanced service request template" with ID 11 then go ahead and find all adjacted subtabs with
change your description the same way...
Be aware that this is just an example and it is pretty dangerous messing directly with the database.
Do at your own risk
best regards - asapHO