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Triage new SysAid tickets with AI

New tickets pile up in the SysAid queue overnight, and each morning an agent opens them one by one to read the description, pick a priority and a category, and hand each to someone.

Cotlet does it in your own SysAid account with search_service_records, get_service_record, list_service_record_notes, list_field_values, list_agents_and_groups, update_service_record, assign_service_record and add_note, 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 sorts tickets with rules you define in advance (checked 23 Oct 2026). Routing rules assign records to agents or groups by conditions, priority rules set priority from agreement, company, department, user or asset, and Category Suggest proposes a category from the title and description. None of them sets priority and assignee together from what the requester wrote, and the API has no MCP server for an agent to do it.

How you do it in SysAid today

  1. In SysAid Spaces, the agent narrows the queue with the Assignees and Statuses quick filters above it, or with Filters, for example Status is Open.
  2. The agent opens a record by clicking its ID and reads the description in the Journey.
  3. Priority, Status and other fields can be edited in the queue grid itself and save automatically; the Template Designer sets which fields an agent may edit.
  4. To hand a record over, the agent selects it and uses Assign in the action bar at the bottom of the queue, choosing a user, a group, or both.
  5. If your admin requires an audit trail for manual priority changes, every priority change asks for a reason, so triage is slow by design.

How to triage new SysAid tickets with AI

Prompt

Go through new SysAid tickets. Set priority and category from what the requester wrote, assign network problems to the Network group and access requests to IT Support, and leave an internal note with the reason. Leave unclear ones for me.
  1. 01

    Collect what is new

    search_service_records runs with the status your queue uses for new records and follows next_cursor until it comes back empty, so a Monday backlog is triaged as one batch and not only its first page.

  2. 02

    Read before judging

    get_service_record brings the full description, requester, company, department and current priority. list_service_record_notes shows whether an agent already wrote to the record, and such a record is left alone.

  3. 03

    Match your rules to real values

    list_field_values returns the priorities and categories your account has, and list_agents_and_groups its groups and agents. A rule that names a group or category that does not exist is reported to you, not guessed.

  4. 04

    Set priority and category

    update_service_record sets both on the clear cases and adds the reason when your SysAid requires one. It sends nothing to anybody, so it does not wait for your OK.

  5. 05

    Assign

    assign_service_record hands the record to the group or agent your rule names. The assignee gets an instant message, so each call waits for your OK until you switch confirmation off for it.

  6. 06

    Leave the reason, skip what moved

    add_note writes one internal line per record on why it got that priority and assignee. Before writing, the agent reads the record again; one that a colleague is editing is locked, so the write fails and is logged as already handled.

What you get back

Example data

New tickets read: 14
Triaged 11:
- 4 to IT Support, Priority 3 (access and mailbox requests)
- 3 to Network, Priority 2 (VPN and Wi-Fi errors)
- 4 to IT Support, Priority 4 (how-to questions)
Left for you 3:
- #48244 mentions a data leak
- #48251 is one line, "it does not work"

Other ways to ask

  • Every hour, find tickets where the requester wrote "down" or "everyone" and raise them to Priority 1, then list them for me.
  • Set the category of every uncategorized ticket from its description and change nothing else.
  • Show me how you would triage today's new tickets as a table and write nothing to SysAid.
  • Triage only unassigned tickets older than 2 hours.

What SysAid allows, and what to know first

  • SysAid runs routing rules by specificity: the more specific a rule is, the earlier it runs, so a rule you set by hand can be overridden by a more specific one.
  • When a Category Driven template is enabled, the template decides the assignee and not the routing rule.
  • SysAid applies priority rules in one of two ways, highest matching priority or first match holds, so a priority an agent sets can differ from what the rules would give.
  • A SysAid note is internal unless the author shares it with the request user, and it holds up to 5,000 characters without emojis.
  • Every field edit is recorded in the Journey, and status and assignee changes also show in the Highlights view.

assign_service_record and add_note ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: SysAid Documentation: Working with the Service Record Queue · SysAid Documentation: Routing Rules List · SysAid Documentation: Priorities · SysAid Documentation: Reading & Writing Notes · SysAid Documentation: Category Suggest

Call update_service_record from a script

curl

curl -X PATCH https://cotlet.dev/api/v1/sysaid/records/48230/service-record \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"priority":"Priority 2","category":"Access > VPN"}'

Example response

{
  "id": 48230,
  "title": "VPN drops every hour",
  "status": "Open",
  "priority": "Priority 2",
  "impact": "Medium",
  "category": "Access > VPN",
  "modified_at": "2026-10-23T08:41:00Z"
}

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

Schedule it in n8n, Make, Zapier or cron

SysAid tools this automation uses

Cotlet SysAid tools used to triage new SysAid tickets with AI
Tool Parameters
search_service_records query, type, status, priority, assignee, created_since, sort_by, sort_dir, cursor
get_service_record record_id
list_service_record_notes record_id, cursor
list_field_values field
list_agents_and_groups kind, query
update_service_record record_id, title, description, priority, impact, category, reason
assign_service_record record_id, assignee, group
add_note record_id, body, 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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