Managing Sysaid

SysAid ITSM Management Skill

Manage and analyze SysAid tickets, assets, self-service portal, and reports.

API Conventions

Authentication

All API calls use session-based auth or API token — injected automatically.

Base URL

https://{{account}}.sysaidit.com/api/v1

Core Helper Function

#!/bin/bash

sysaid_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: Bearer $SYSAID_TOKEN" \
            -H "Content-Type: application/json" \
            "${SYSAID_URL}/api/v1${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: Bearer $SYSAID_TOKEN" \
            -H "Content-Type: application/json" \
            "${SYSAID_URL}/api/v1${endpoint}"
    fi
}

Common Operations

Ticket Management

#!/bin/bash
echo "=== Open Service Records ==="
sysaid_api GET "/sr?type=incident&archive=0&fields=id,title,priority,status,assignedTo,insertTime&limit=25&sort=priority&dir=asc" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.status)\t\(.title[0:60])"' \
    | column -t

echo ""
echo "=== Unassigned Tickets ==="
sysaid_api GET "/sr?type=incident&archive=0&assignedTo=&limit=15" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.insertTime[0:16])\t\(.title[0:50])"' \
    | column -t

echo ""
echo "=== Overdue Tickets ==="
sysaid_api GET "/sr?type=incident&archive=0&overdue=true&limit=15" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.dueDate)\t\(.title[0:50])"' \
    | column -t

Asset Discovery & Inventory

#!/bin/bash
echo "=== Asset Summary by Type ==="
sysaid_api GET "/asset?limit=200&fields=id,name,assetType,status" \
    | jq -r '[.[].assetType] | group_by(.) | map({type: .[0], count: length}) | sort_by(.count) | reverse | .[] | "\(.type): \(.count)"'

echo ""
echo "=== Recently Discovered Assets ==="
sysaid_api GET "/asset?sort=lastScanDate&dir=desc&limit=15&fields=id,name,assetType,lastScanDate,ipAddress" \
    | jq -r '.[] | "\(.id)\t\(.name)\t\(.assetType)\t\(.ipAddress // "-")\t\(.lastScanDate[0:10])"' \
    | column -t

Self-Service Portal

#!/bin/bash
echo "=== Service Catalog Items ==="
sysaid_api GET "/catalog?limit=25" \
    | jq -r '.[] | "\(.id)\t\(.name)\t\(.category // "-")"' \
    | column -t

echo ""
echo "=== Most Used Catalog Items ==="
sysaid_api GET "/catalog?sort=usageCount&dir=desc&limit=10" \
    | jq -r '.[] | "\(.usageCount) uses\t\(.name)"' \
    | column -t

Output Format

Present results as a structured report:

Managing Sysaid Report
══════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]

Target ≤50 lines of output. Use tables for multi-resource comparisons.

Anti-Hallucination Rules

1. NEVER assume resource names — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. NEVER fabricate metric names or dimensions — verify against the service documentation or --help output.
3. NEVER mix CLI commands between service versions — confirm which version/API you are targeting.
4. ALWAYS use the discovery → verify → analyze chain — every resource referenced must have been discovered first.
5. ALWAYS handle empty results gracefully — an empty response is valid data, not an error to retry.

Counter-Rationalizations

Common Pitfalls

• Service Record types: Use type=incident, type=request, type=problem, type=change for filtering
• Archive flag: Set archive=0 to exclude archived records from queries
• Session management: Session tokens may expire — handle 401 with re-authentication
• Rate limits: Vary by deployment — check with your SysAid admin
• Pagination: Use limit and offset parameters — default limit may be 100
• Custom fields: Custom list values use numeric IDs — check field configuration for mappings
• Date format: Dates are typically in milliseconds since epoch — convert for display