Send a message from a record
Email an agent, a user or a group from inside a service record.
MCP tool sysaid_write → send_message
write Confirm
Sends an email notification from the record and returns the recipients. The message is logged on the record. An email cannot be recalled once sent. 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. |
| to string[] required | string[] | IDs of users and groups, "u" before a user ID and "g" before a group ID, for example u2342 or g332. |
| subject string required | string | Subject line. |
| body string required | string | Message text. |
| cc string[] | string[] | IDs to copy, in the same format as to. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "sysaid_write",
"arguments": {
"operation": "send_message",
"arguments": {
"record_id": 1,
"to": [
"to"
],
"subject": "subject",
"body": "body"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"record_id": 48230,
"sent_to": [
"u2342"
],
"cc": [],
"subject": "Update on your VPN ticket",
"sent_at": "2026-10-23T08:45:00Z"
},
"isError": false
}