v1

latestOpenAPI 3.1.02026-07-2489171167.4 KB

Service Records

Get a Service Record by ID

Retrieve the full details of a specific service record using its unique SysAid ID.

get/service-records/{recordId}

Query parameters

fieldsstring[]

A comma-separated list of service record fields to return in response.

expandstring[]

Names of service record property to expand

Response

The service record entity

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.

assignedGroupinteger nullable

The id of the administrative group responsible for managing the service record.

assigneeinteger nullable

The user's id to whom the service record is assigned.

followupUserinteger nullable

A user's id who follows up the service record's changes.

responsibleManagerinteger nullable

Admin who manages the service record.

submitUserinteger nullable

The user's id who submitted the service record.

updateUserinteger nullable

The user's id who updated the service record.

requestUserManagerinteger nullable

The user's id 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
  },
  "requestUser": {
    "firstName": "John",
    "lastName": "Doe",
    "displayName": "John Doe",
    "userEmail": "johndoe@sysaid.com",
    "companyId": 342,
    "departmentId": 342,
    "locationId": 342,
    "timezone": "Asia/Jerusalem",
    "language": "en",
    "managerId": 234,
    "supervisorLevel": "department",
    "jobTitle": "Engineering Director",
    "customColumnsFields": {
      "cust_col1": "val1",
      "cust_col21": "val2"
    },
    "userName": "johndoe",
    "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
    },
    "groups": [
      {
        "name": "IT Support",
        "supportLevel": 3,
        "companyId": 1001,
        "email": "support@example.com",
        "receiveAutomaticSrEmailNotifications": true,
        "canBeAssignedToServiceRecord": true,
        "id": 123
      }
    ],
    "version": 13,
    "id": 342
  },
  "attachments": [
    {
      "id": 1370,
      "fileName": "image.jpeg",
      "url": "https://attachments/url"
    }
  ]
}