Ticketing & ITSM

SysAid

Manage SysAid service records — incidents, requests, changes, and problems — in plain language.

Dex connects to SysAid ITSM over the Connect REST API and lets admins and employees work with service records in natural language — opening incidents or requests with auto-matched categories, adding notes with share-with-requester control, resolving with a solution, and searching with SysAid's filters syntax — all while discovering customer-specific status, priority, and category values at runtime via the indexes endpoint.

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What Dex does with SysAid

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create service records of any type — incident (1), change (4), problem (6), or request (10)
Auto-match primary, secondary, and third-level categories using SysAid's nested category tree
Search service records with filters (srType eq 1, status eq "open") with limit/offset pagination
Update fields on any service record — title, priority, urgency, assignee, status
Resolve service records via /service-records/{id}/resolve with a solution narrative
Log time-tracked activities, send messages to recipients with CC, and post notes with notification control
Look up end users (requesters) and agents (IT staff) via /end-users and /agents by name or userName
Discover customer-specific field values (status, priority, urgency, closureInformation) at runtime via /indexes

For employees (self-service)

Open a SysAid service record for anything Dex can't resolve directly, with requestUser set to you
List your own open service records and see each one's priority and status
Check the status of a specific service record by ID
Add a note to an existing service record — optionally shared with you as the requester
Mark your service record resolved once the issue is confirmed fixed

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open a SysAid incident for alex@acme.com — cannot RDP into the finance app server, primary category Network, urgency High
>Show me every SysAid incident (srType 1) in status "open" or "assigned" that's older than 7 days
>Add a note to service record 12045 — "Confirmed with the vendor — patch is scheduled for tonight's maintenance window". Don't share with requester.
>Resolve SR 11987 with solution text explaining we restored the mailbox from the previous snapshot
>List the top 5 end users with the most open service records this month

Employee prompts

>Open a SysAid ticket — my work laptop won't pick up the new office Wi-Fi SSID
>What's the status of my service record 12001?
>Add a note to my open ticket: the problem started again this morning after rebooting
>Please resolve my printer ticket, IT swapped the toner and it's working now

Policy actions

Every action Dex can take on SysAid is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`create_ticket`	Create a new SysAid service record on behalf of the end user	self-only
`add_note`	Add a note to a service record with notification and share-with-requester controls	self-only
`resolve_ticket`	Resolve a service record via /service-records/{id}/resolve with a solution narrative	self-only
`list_tickets`	List and search the user's service records (filter by srType, status, requestUser)	self-only

How to configure SysAid

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to SysAid as an admin and go to Settings → Integration → App Keys.
2
Click Create App Key, name it (e.g. "Dex Autonomous IT"), and copy the Client ID and Client Secret — the secret is shown once.
3
Note your account ID — it's the subdomain in your SysAid URL (e.g. "mycompany" from https://mycompany.sysaidit.com).
4
In Dex, enable the SysAid integration and paste the Account ID, Client ID, and Client Secret. Dex validates with a live /service-records/search call using the returned OAuth2 bearer token.
5
Optional: scope the app key's permissions in SysAid to limit which service record types and actions Dex can perform.

Vendor documentation ↗

Credentials required

accountId: Your SysAid account ID (the subdomain in https://ACCOUNT_ID.sysaidit.com)
clientId: Client ID from Settings → Integration → App Keys
clientSecret: Client Secret from Settings → Integration → App Keys (shown only once)

Requirements

•SysAid Copilot account with admin rights to create App Keys in Settings → Integration
•App Key must have read/write access to service-records, end-users, agents, categories, and indexes
•Service record types are numeric in filters (srType eq 1) but string on create ("type":"incident") — Dex handles both
•Status, priority, urgency, and category values are customer-configurable — Dex always queries /indexes at runtime rather than hardcoding
•Dates in activity logs use epoch milliseconds (fromTime/toTime)

Related integrations

See Dex run SysAid

Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.

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