Update a service record
Change the title, description, priority, impact or category of a record.
MCP tool sysaid_write → update_service_record
write
Returns the record after the change. Only the fields you pass change, and only fields your role may edit; which fields an agent can edit is set in the Template Designer. SysAid locks a record while someone edits it, so the call can fail and be retried. Every change is recorded in the record's Journey. The call sends no message itself and a second call with the old value undoes it, so it does not wait for your OK. Status and assignee have their own tools because they reach other people.
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. |
| title string | string | New title. |
| description string | string | New description. Replaces the old one. |
| priority string | string | Priority name from list_field_values. |
| impact string | string | Impact name from list_field_values. |
| category string | string | Category from list_field_values, "Primary > Secondary" for a sub-category. |
| reason string | string | Why the priority changes. Needed when your SysAid requires an audit trail for manual priority changes. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "sysaid_write",
"arguments": {
"operation": "update_service_record",
"arguments": {
"record_id": 48230,
"priority": "Priority 2",
"category": "Access > VPN"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"id": 48230,
"title": "VPN drops every hour",
"status": "Open",
"priority": "Priority 2",
"impact": "Medium",
"category": "Access > VPN",
"modified_at": "2026-10-23T08:41:00Z"
},
"isError": false
}