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latestOpenAPI 3.1.02026-07-2489171167.4 KB
Service Records

Create a Service Record

Create a new service record (ticket) in your SysAid account.

post/service-records

Request body

templateIdinteger
type'incident' | 'problem' | 'request' | 'change' required

Response

Service record is successfully created

changeCategoryinteger nullable

The classification or severity level id of the service record (relevant only for service requests of Change type and depends on the account).

descriptionstring nullable

A detailed description of the service record.

dueDatestring date-time nullable

The date by which the service record is expected to be resolved.

impactinteger nullable

The impact level of the service record, indicating its effect on operations.

assetIdstring nullable

The primary asset id associated with the service record.

ciIdinteger nullable

The main configuration item (CI) id related to the service record.

priorityinteger nullable

The priority id level of the service record.

statusinteger nullable

The current status id of the service record (e.g., Open, Closed, Pending). Depends on an account.

titlestring

The title or subject of the service record.

urgencyinteger nullable

The urgency level of the service record, indicating how quickly it should be addressed.

weightinteger nullable

A numerical value that may indicate the relative importance or complexity of the service record.

srSubTypeinteger nullable

Service record subtype.

locationinteger nullable

Unique id of the location associated with the service record.

custInt1integer nullable

Custom value 1.

custInt2integer nullable

Custom value 1.

custDate1string date-time nullable

Custom date 1.

custDate2string date-time nullable

Custom date 1.

custNotesstring nullable

Custom notes.

custText1string nullable

Custom text 1.

custText2string nullable

Custom text 2.

custList1integer nullable

Custom list 1 integer identifier.

custList2integer nullable

Custom list 1 integer identifier.

parentLinkinteger nullable
workaroundstring nullable
taskIdinteger nullable
projectIdinteger nullable
versioninteger nullable
successRatinginteger nullable
followupTextstring nullable
followupActualDatestring date-time nullable
followupPlannedDatestring date-time nullable
ccstring nullable
idnumber nullable

Service record identifier.

srTypeinteger nullable

Type id of the service record: 1 - incident; 4 - change; 6 - problem; 10 - request;

agreementinteger nullable

The agreement or contract associated with the service record.

categoryIdinteger nullable

The category id of the service record (e.g., Hardware, Software, Network).

insertTimestring date-time nullable

The time indicating when the service record was created.

updateTimestring date-time nullable

The timestamp indicating when the service record was updated.

closeTimestring date-time nullable

The timestamp indicating when the service record was closed.

currentSupportLevelinteger nullable

The current support level assigned to the service record.

maxSupportLevelinteger nullable

Maximum support level that can be assigned to the service record.

departmentinteger nullable

The department id responsible for handling the service record.

solutionstring nullable

Details of the solution applied to the service record.

resolutionstring nullable

Details of the resolution applied to the service record.

templateIdnumber nullable

The ticket template applied to the service record.

closureInformationinteger nullable

Closure status of the service record.

emailAccountstring nullable

Account email.

surveyStatusinteger nullable
reopenCounterinteger nullable
escalationinteger nullable
sourceinteger nullable
timer1integer nullable
timer2integer nullable
timer3integer nullable
timer4integer nullable
timer5integer nullable
timer6integer nullable
timer7integer nullable
timer8integer nullable
timer9integer nullable
timer10integer nullable
primaryCategorystring nullable

First level service record category name.

secondaryCategorystring nullable

Second level service record category name.

thirdLevelCategorystring nullable

Third level service record category name.

assignedGroupstring nullable

Name of the administrative group responsible for managing the service record.

assigneestring nullable

Username of the user to whom the service record is assigned.

requestUserstring nullable

Username of the user who originally requested the service record.

followupUserstring nullable

Username of the user who follows up the service record's changes.

responsibleManagerstring nullable

Admin username who manages the service record.

submitUserstring nullable

Username of the user who submitted the service record.

updateUserstring nullable

Username of the user who updated the service record.

requestUserManagerstring nullable

Username of the user who is a manager of the user requested the service record.

Example response

{
  "id": 1779,
  "srType": 10,
  "agreement": 5,
  "categoryId": 5,
  "insertTime": "2025-01-31T12:34:56.000Z",
  "updateTime": "2025-01-31T12:34:56.000Z",
  "closeTime": "2025-01-31T12:34:56.000Z",
  "company": {
    "name": "Alpha",
    "address": "123 Main Street",
    "address2": "Apt. 4B",
    "city": "Washington",
    "state": "Virginia",
    "country": "USA",
    "fax": "555-555-1234",
    "notes": "Some notes about the company.",
    "emailAccount": "company@mail.com",
    "expirationDate": "30-12-2120",
    "agreementId": 5,
    "agreementStartDate": "22-10-2025",
    "agreementEndDate": "01-08-2024",
    "customFields": {
      "company_cust_int_field": 5
    },
    "version": 5,
    "id": 1
  },
  "maxSupportLevel": 5,
  "department": 1,
  "solution": "Network error was fixed",
  "resolution": "The problem occurred due to network error",
  "templateId": 5,
  "closureInformation": 1,
  "emailAccount": "org.name@gmail.com",
  "ci": {
    "id": 1,
    "name": "DE-WXP-64-QA05"
  },
  "asset": {
    "name": "KATANA-GF66",
    "type": "laptop",
    "source": "agent",
    "manufacturer": "MSI",
    "model": "GF66 11UG-871",
    "serial": "SN1A2B3C4",
    "description": "Very cool asset!",
    "ownerId": 10293,
    "ownership": "personal",
    "companyId": 7,
    "locationId": 14,
    "departmentId": 3,
    "warrantyExpiration": "2026-05-13",
    "patchManagementEnabled": true,
    "os": {
      "name": "Windows",
      "version": "11 Pro 24H2"
    },
    "network": {
      "macAddresses": [
        "18:3D:A2:55:67:10",
        "18:3D:A2:55:67:11"
      ],
      "ipAddresses": [
        "10.178.3.44",
        "10.178.3.45"
      ]
    },
    "customFields": {
      "cust_col1": "val1",
      "cust_col21": "val2"
    },
    "additionalData": "Uptime (in seconds): 23945770\nUser domain: EXAMPLE",
    "id": "MSI-123",
    "updateTime": "2025-07-27T18:09:55Z",
    "version": 1
  }
}