Resolve a service record
Resolve a record with a solution and closure information.
MCP tool sysaid_write → resolve_service_record
write Confirm
Returns the closed record. Solution and closure information are required, as on the Resolution tab. Closing a record sends the request user a satisfaction survey link when you enabled the survey in SysAid, and a shared solution reaches them too. You need edit permission on the record. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| record_id integer required | integer | Service record ID from search_service_records. IDs are unique across incidents, requests, problems and changes. |
| solution string required | string | Short summary of what fixed it. Usually shared with the request user. |
| closure_information string required | string | How the record was closed, for example Solved On-site. |
| status string | string | A closed status from list_field_values. Your default resolved status when left out. |
| share_with_requester boolean | boolean | true tells the request user the solution. Default false. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "sysaid_write",
"arguments": {
"operation": "resolve_service_record",
"arguments": {
"record_id": 48417,
"solution": "Reinstalled the VPN client and reset the profile. The requester confirmed the connection holds.",
"closure_information": "Solved On-site",
"share_with_requester": true
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"id": 48417,
"status": "Closed",
"closure_information": "Solved On-site",
"shared_with_requester": true,
"resolved_at": "2026-10-23T09:05:00Z"
},
"isError": false
}