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# Update a service record

> Change the title, description, priority, impact or category of a record. Input schema, a tools/call example and an example result.

Source: https://cotlet.dev/docs/mcp/sysaid/update_service_record

Docs sections: [Get started](https://cotlet.dev/docs.md) · [REST API](https://cotlet.dev/docs/api.md) · [MCP](https://cotlet.dev/docs/mcp.md) · [SDKs & CLI](https://cotlet.dev/docs/sdks.md) · [Integrations](https://cotlet.dev/docs/integrations.md)

Change the title, description, priority, impact or category of a record.

SysAid MCP tools: https://cotlet.dev/docs/mcp/sysaid.md

MCP tool: `sysaid_write → update_service_record`

Access: 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 | Required | Description |
|---|---|---|---|
| `record_id` | integer | yes | Service record ID from search_service_records. IDs are unique across incidents, requests, problems and changes. |
| `title` | string | no | New title. |
| `description` | string | no | New description. Replaces the old one. |
| `priority` | string | no | Priority name from list_field_values. |
| `impact` | string | no | Impact name from list_field_values. |
| `category` | string | no | Category from list_field_values, "Primary > Secondary" for a sub-category. |
| `reason` | string | no | Why the priority changes. Needed when your SysAid requires an audit trail for manual priority changes. |

## tools/call

```json
{
  "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

```json
{
  "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
}
```

Previous: [Create a service record](https://cotlet.dev/docs/mcp/sysaid/create_service_record.md)
Next: [Assign a service record](https://cotlet.dev/docs/mcp/sysaid/assign_service_record.md)

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