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Resolve solved SysAid tickets with AI

Tickets sit in Pending after the fix because the requester answered with one line, and nobody goes back to write the solution and close them.

Cotlet does it in your own SysAid account with search_service_records, list_service_record_notes, get_service_record and resolve_service_record, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can SysAid do this on its own?

SysAid has escalation rules that perform actions on service records when predefined criteria are met, and the API has a resolve endpoint (checked 23 Oct 2026). A rule matches fields and times, not what the requester wrote, so nothing reads the reply to see that the fix worked or writes the solution from the notes.

How you do it in SysAid today

  1. The agent filters the queue to the waiting status, for example Status is Pending, and opens each record.
  2. In the Journey, the Highlights view lists notes, messages and status changes, so the agent can find the requester's last reply.
  3. To resolve, the agent adds a Resolution card from the toolbar and fills in Status, Closure Information and Solution, the last two required.
  4. Share with Request User is off by default, so the agent turns it on when the requester should read the solution, and can switch on Add to Knowledge Base.
  5. Alternatively the agent changes the status to a closed one from the Status chip and clicks Resolve.

How to resolve solved SysAid tickets with AI

Prompt

Find SysAid tickets in Pending where the requester wrote that it works now. Resolve each with a short solution from the notes and list the ones where the answer is unclear.
  1. 01

    List the waiting records

    search_service_records runs with the waiting status of your queue and sorts by oldest first, following next_cursor to the end. Records created today are skipped, because the requester has had no time to answer.

  2. 02

    Find the last word

    list_service_record_notes returns the notes oldest first. The agent resolves only when the last note is from the requester and says the issue is gone. A last note from an agent, or an unclear reply, puts the record on your list.

  3. 03

    Write the solution

    The solution is one or two sentences built from the agent's own notes, in the words of the fix, for example "Reinstalled the VPN client and reset the profile". get_service_record supplies the category for the closure information.

  4. 04

    Resolve

    resolve_service_record sets the solution, the closure information and a closed status. It waits for your OK by default, because closing can email the requester a survey link.

  5. 05

    Report what stayed open

    Records with no reply, a reply that says it still fails, or a status the agent cannot close are listed with a reason, so the queue does not hide them.

What you get back

Example data

Pending records read: 9
Resolved 5, e.g. #48417 VPN client reinstalled, requester confirmed
Left for you 4:
- #48402 requester wrote "better but still slow"
- #48390 no reply since 3 days

Other ways to ask

  • Every Friday, resolve Pending tickets where the requester has not answered in 7 days and say so in the solution.
  • Resolve confirmed tickets but keep Share with Request User off.
  • List the Pending tickets where the requester answered, with the answer, and resolve nothing.

What SysAid allows, and what to know first

  • The SysAid Resolution tab requires Solution and Closure Information.
  • Share with Request User is disabled by default on the Resolution tab, so a solution stays internal unless it is switched on.
  • SysAid separates Solution, a short summary usually shared with the request user, from Resolution, a detailed technical description for other agents.
  • When the survey is enabled under Settings > Service Desk > General, closing a record emails the request user a survey link.
  • Agents with Edit permission can resolve a record, and agents with View permission can only read the resolution.

resolve_service_record asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: SysAid Documentation: Resolving a Service Record · SysAid Documentation: Survey Introduction · SysAid Documentation: Escalation Rules · SysAid Documentation: Service Record Journey

Call resolve_service_record from a script

curl

curl -X POST https://cotlet.dev/api/v1/sysaid/records/48417/service-record/resolve \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"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

{
  "id": 48417,
  "status": "Closed",
  "closure_information": "Solved On-site",
  "shared_with_requester": true,
  "resolved_at": "2026-10-23T09:05:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is sysaid_write → resolve_service_record. Example data.

Schedule it in n8n, Make, Zapier or cron

SysAid tools this automation uses

Cotlet SysAid tools used to resolve solved SysAid tickets with AI
Tool Parameters
search_service_records query, type, status, priority, assignee, created_since, sort_by, sort_dir, cursor
list_service_record_notes record_id, cursor
get_service_record record_id
resolve_service_record record_id, solution, closure_information, status, share_with_requester
All 12 SysAid tools with descriptions

Frequently asked questions

Is it safe to connect SysAid to Cotlet?

Yes. You sign in to SysAid yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get SysAid once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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