SysAid
This Integration is part of the SysAid Pack.#
Supported versions
Supported Cortex XSOAR versions: 6.0.0 and later.
SysAid is a robust IT management system designed to meet all of the needs of an IT department. This integration was integrated and tested with version 21.4.44 of SysAid.
Configure SysAid in Cortex#
Parameter | Description | Required |
---|---|---|
Server URL | True | |
Username | True | |
Password | True | |
Trust any certificate (not secure) | False | |
Use system proxy settings | False | |
Incident type | False | |
Maximum number of incidents to fetch | Maximum is limited to 200. | False |
Fetch incidents | False | |
First fetch time interval | False | |
Fetch types | Choose which service record type to fetch - incidents, requests, problems, changes, or all. | False |
Included statuses | A comma separated list of statuses to return. Default value includes "open classes". You may add/remove statuses according to your needs. The list of status numbers and their values can be retrieved by running the "sysaid-table-list" command with the "list_id=status" argument. | False |
Include Archived | False |
Commands#
You can execute these commands from the CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.
sysaid-table-list#
Retrieve all lists (tables) related to a specific entity, or a specific list from an entity.
Base Command#
sysaid-table-list
Input#
Argument Name | Description | Required |
---|---|---|
entity | A SysAid entity by which to retrieve the available lists. Defaults to service record. Options are: sr - Service record related lists, asset - Asset related lists, user - User related lists, ci - CI related lists, company - Company related lists, action_item - Action item related lists, project - Service record Sub Tabs lists, task - Task related lists, catalog - Catalog related lists, software - Software related lists, sr_activity - Service Record activity related lists, supplier - Supplier related lists, task_activity - Task activity related lists, user_groups - User Group related lists. Possible values are: sr, asset, user, ci, company, action_item, project, task, catalog, software, sr_activity, supplier, task_activity, user_groups. | Optional |
entity_id | The entity's ID. For example, in service record Form lists, send the service record ID to populate additional filters on the lists. For example, the responsibility list may be filtered by the admin group of the service record. | Optional |
entity_type | Numeric. For example, in sr entity, send the sr_type ID, for ci entity, send the ci type ID (for retrieving the list of CI sub-types). | Optional |
list_id | Desired list ID. | Optional |
key | Relevant for users/groups related fields. Defines whether to use the ID or the name as the key for each value in the result. Available values are "name" or "id". Defaults to "id". Possible values are: id, name. | Optional |
fields | A comma separated list of fields to return. Available fields are: id (always returned), caption, and values. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.List.id | String | The ID of the list. |
SysAid.List.caption | String | The caption of the list. |
SysAid.List.values | String | The values of the list. |
Command example#
!sysaid-table-list list_id=known_error
Context Example#
Human Readable Output#
List ID known_error Results:#
Id Caption Values known_error Known Error {'id': 'P', 'caption': 'Production'},
{'id': 'D', 'caption': 'Development'},
{'id': 'N', 'caption': 'No'}
sysaid-asset-list#
List all assets or get a specific asset by ID. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-asset-list
Input#
Argument Name | Description | Required |
---|---|---|
asset_id | The ID of the asset to return. | Optional |
fields | Comma separated list of fields to return to context data. The valid fields can be retrieved using the "sysaid-table-list" command with the "entity=asset" argument. You can send "all" for debugging purposes. | Required |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
page_size | The number of assets to return on a page. Default is 100. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.Asset.id | String | The ID of the asset. |
SysAid.Asset.name | String | The name of the asset. |
SysAid.Asset.info | String | The info of the asset. |
Command example#
!sysaid-asset-list fields=all
Context Example#
Human Readable Output#
Showing 100 results from page 1:
Asset Results:#
Id Name Info 0A-3E-E9-13-2B-E4 EC2AMAZ-S0GM752 Model: t3.large 5171019c-fa80-4905-a577-c95eb518de90 Test Phone Model: Galaxy S22,
Description: Test smartphone93c18412-a672-4a3d-8b02-6f91ee963918 Test LP Model: Dell Inspirion 3556,
Description: Test LP
sysaid-asset-search#
Get information about a specific asset. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-asset-search
Input#
Argument Name | Description | Required |
---|---|---|
query | The search criteria. | Required |
fields | Comma separated list of fields to return to context data. The valid fields can be retrieved using the "sysaid-table-list" command with the "entity=asset" argument. You can send "all" for debugging purposes. | Required |
page_size | The number of assets to return on a page. Default is 100. | Optional |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.Asset.id | String | The ID of the asset. |
SysAid.Asset.name | String | The name of the asset. |
SysAid.Asset.info | String | The info of the asset. |
Command example#
!sysaid-asset-search query=Test fields=all
Context Example#
Human Readable Output#
Showing 100 results from page 1:
Asset Results:#
Id Name Info 5171019c-fa80-4905-a577-c95eb518de90 Test Phone Model: Galaxy S22,
Description: Test smartphone93c18412-a672-4a3d-8b02-6f91ee963918 Test LP Model: Dell Inspirion 3556,
Description: Test LP
sysaid-filter-list#
List all filters. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-filter-list
Input#
Argument Name | Description | Required |
---|---|---|
fields | Comma separated list of fields to return to context data. You can send "all" for debugging purposes. | Required |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.Filter.id | String | The ID of the filter. |
SysAid.Filter.type | String | The type of the filter. |
SysAid.Filter.caption | String | The caption of the filter. |
SysAid.Filter.values | String | The values of the filter. |
Command example#
!sysaid-filter-list fields=all
Context Example#
Human Readable Output#
Filter Results:#
Id Caption Type Values priority Priority list ${list.all}: All,
1: Highest,
2: Very High,
3: High,
4: Normal,
5: Lowresponsibility Assigned to list 1: sysaid-dmst status Status list ${list.active}: Active,
${list.all}: All,
${list.close}: Closed Class,
1: New,
2: Open,
3: Closed,
4: Verified closed,
5: Pending,
6: Postponed,
7: Deleted,
8: Reopened by End User,
18: Change opened and being analyzed,
19: Change Approved,
20: Change Rejected,
21: Change Completed,
22: Being Analyzed,
23: In Approval Process,
24: In Implementation,
25: In Release,
26: Waiting to be closed,
27: Problem Identified,
28: Problem Solved,
29: Closed unresolved problem,
30: Analyzing the solution for the problem,
31: User Responded,
32: Pending Problem resolution,
33: Request opened and being analyzed,
34: Request Completed,
35: Request Rejected,
36: Request Cancelled,
39: Merge Deleted,
40: Merge Closedurgency Urgency list ${list.all}: All,
1: Urgent,
2: Very High,
3: High,
4: Normal,
5: Lowrequest_user Request user list 3: Adi Dmst,
1: sysaid-dmst,
2: Test Userproblem_type Category nested problem_type: problem_type archive Archive boolean assigned_group Admin Group list ${list.group.all}: All Groups,
${list.group.none}: none,
1: Support
sysaid-user-list#
Get list of users in SysAid. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-user-list
Input#
Argument Name | Description | Required |
---|---|---|
fields | Comma separated list of fields to return to context data. The valid fields can be retrieved using the "sysaid-table-list" command with the "entity=user" argument. You can send "all" for debugging purposes. | Required |
type | The user type to retrieve. Defaults to all user types if not specified. Possible values are: admin, user, manager. | Optional |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
page_size | The number of users to return on a page. Default is 100. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.User.id | String | The ID of the user. |
SysAid.User.name | String | The name of the user. |
SysAid.User.isAdmin | Boolean | Whether the SysAid user is an admin or not. |
SysAid.User.isSysAidAdmin | Boolean | Whether the SysAid user is a SysAid admin or not. |
SysAid.User.isManager | Boolean | Whether the SysAid user is a manager or not. |
SysAid.User.isGuest | Boolean | Whether the SysAid user is a guest or not. |
Command example#
!sysaid-user-list fields=all
Context Example#
Human Readable Output#
Showing 100 results from page 1:
Filter Results:#
id name isAdmin isManager isSysAidAdmin isGuest 3 sysaid-adi-dmst false false false false 1 sysaid-dmst true true true false 2 Test-User false false false false
sysaid-user-search#
Get information about a specific asset. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-user-search
Input#
Argument Name | Description | Required |
---|---|---|
query | The search criteria. | Required |
fields | Comma separated list of fields to return to context data. The valid fields can be retrieved using the "sysaid-table-list" command with the "entity=user" argument. You can send "all" for debugging purposes. | Required |
type | The user types to retrieve. Defaults to all user types if not specified. Possible values are: admin, user, manager. | Optional |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
page_size | The number of users to return on a page. Default is 100. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.User.id | String | The ID of the user. |
SysAid.User.name | String | The name of the user. |
SysAid.User.isAdmin | Boolean | Whether the SysAid user is an admin or not. |
SysAid.User.isSysAidAdmin | Boolean | Whether the SysAid user is a SysAid admin or not. |
SysAid.User.isManager | Boolean | Whether the SysAid user is a manager or not. |
SysAid.User.isGuest | Boolean | Whether the SysAid user is a guest or not. |
Command example#
!sysaid-user-search query=dmst fields=all
Context Example#
Human Readable Output#
Showing 100 results from page 1:
User Results:#
id name isAdmin isManager isSysAidAdmin isGuest 3 sysaid-adi-dmst false false false false 1 sysaid-dmst true true true false
sysaid-service-record-list#
List all service requests. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-service-record-list
Input#
Argument Name | Description | Required |
---|---|---|
type | The requested service record type. Possible values are: incident, request, problem, change, all. | Required |
fields | Comma separated list of fields to return to context data. You can send "all" for debugging purposes. | Required |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
page_size | The number of service records to return on a page. Default is 100. | Optional |
ids | The list of service records IDs to return, comma separated. | Optional |
archive | Whether to return archived service records. Possible values are: 0, 1. | Optional |
custom_fields_keys | Comma separated list of filters' IDs. | Optional |
custom_fields_values | Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.ServiceRecord.id | String | The ID of the service record. |
SysAid.ServiceRecord.title | String | The title of the service record. |
SysAid.ServiceRecord.status | String | The status of the service record. |
SysAid.ServiceRecord.update_time | Date | The modify time of the service record. |
SysAid.ServiceRecord.sr_type | String | The type of the service record. |
SysAid.ServiceRecord.notes | String | The notes of the service record. |
Command example#
!sysaid-service-record-list type=all fields=all
Context Example#
Human Readable Output#
Showing 100 results from page 1:
Service Record Results:#
Id Title Status Modify Time Service Record Type 25 Cannot access email - Test New 03/15/2022 04:53:20 AM Incident 28 Cannot connect to a Wi-Fi network New 03/07/2022 09:08:01 AM Incident 33 Try Test New 03/20/2022 11:08:56 AM Incident 34 try arc New 03/22/2022 05:05:28 AM Incident 26 Paper jam - Test Open 03/20/2022 07:56:41 AM Incident 6 Welcome to SysAid! Closed 03/31/2022 10:16:10 AM Incident 30 Standard Change Process New 03/07/2022 09:12:25 AM Change 36 Minor Problem try New 03/27/2022 09:24:29 AM Problem 27 Install Adobe Acrobat Reader - Test New 03/07/2022 08:59:23 AM Request 29 Permissions to use printer New 03/07/2022 09:08:36 AM Request 31 Reset my password New 03/07/2022 09:13:39 AM Request 35 Advanced Request Process try New 03/27/2022 09:23:57 AM Request 37 Basic Request Process2 New 03/30/2022 01:56:47 AM Request
sysaid-service-record-search#
Search by a query through all service records. Cortex XSOAR recommends filtering the results by the desired fields.
Base Command#
sysaid-service-record-search
Input#
Argument Name | Description | Required |
---|---|---|
type | The requested service record type. Possible values are: incident, request, problem, change, all. | Required |
fields | Comma separated list of fields to return to context data. You can send "all" for debugging purposes. | Required |
page_number | Index of the page of results to retrieve. Default is 1. | Optional |
page_size | The number of service records to return on a page. Default is 100. | Optional |
query | The search criteria. | Required |
archive | Whether to return archived service records. Possible values are: 0, 1. | Optional |
custom_fields_keys | Comma separated list of filters' IDs. | Optional |
custom_fields_values | Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2. | Optional |
Context Output#
Path | Type | Description |
---|---|---|
SysAid.ServiceRecord.id | String | The ID of the service record. |
SysAid.ServiceRecord.title | String | The title of the service record. |
SysAid.ServiceRecord.status | String | The status of the service record. |
SysAid.ServiceRecord.update_time | Date | The modify time of the service record. |
SysAid.ServiceRecord.sr_type | String | The type of the service record. |
SysAid.ServiceRecord.notes | String | The notes of the service record. |
Command example#
!sysaid-service-record-search type=all query=test fields=all