managing-sysaid

name	managing-sysaid
description	Use when working with Sysaid — sysAid ITSM platform management covering ticket management, asset discovery and inventory, self-service portal administration, and reporting. Use when creating and routing helpdesk tickets, reviewing discovered IT assets and their configurations, managing the self-service portal catalog, or generating operational reports on ticket volume and resolution times.
connection_type	sysaid
preload	false

SysAid ITSM Management Skill

Manage and analyze SysAid tickets, assets, self-service portal, and reports.

API Conventions

Authentication

All API calls use session-based auth or API token — injected automatically.

Base URL

https://{{account}}.sysaidit.com/api/v1

Core Helper Function

#!/bin/bash

sysaid_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "Authorization: Bearer $SYSAID_TOKEN" \
            -H "Content-Type: application/json" \
            "${SYSAID_URL}/api/v1${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "Authorization: Bearer $SYSAID_TOKEN" \
            -H "Content-Type: application/json" \
            "${SYSAID_URL}/api/v1${endpoint}"
    fi
}

Common Operations

Ticket Management

#!/bin/bash
echo "=== Open Service Records ==="
sysaid_api GET "/sr?type=incident&archive=0&fields=id,title,priority,status,assignedTo,insertTime&limit=25&sort=priority&dir=asc" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.status)\t\(.title[0:60])"' \
    | column -t

echo ""
echo "=== Unassigned Tickets ==="
sysaid_api GET "/sr?type=incident&archive=0&assignedTo=&limit=15" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.insertTime[0:16])\t\(.title[0:50])"' \
    | column -t

echo ""
echo "=== Overdue Tickets ==="
sysaid_api GET "/sr?type=incident&archive=0&overdue=true&limit=15" \
    | jq -r '.[] | "\(.id)\tP\(.priority)\t\(.dueDate)\t\(.title[0:50])"' \
    | column -t

Asset Discovery & Inventory

#!/bin/bash
echo "=== Asset Summary by Type ==="
sysaid_api GET "/asset?limit=200&fields=id,name,assetType,status" \
    | jq -r '[.[].assetType] | group_by(.) | map({type: .[0], count: length}) | sort_by(.count) | reverse | .[] | "\(.type): \(.count)"'

echo ""
echo "=== Recently Discovered Assets ==="
sysaid_api GET "/asset?sort=lastScanDate&dir=desc&limit=15&fields=id,name,assetType,lastScanDate,ipAddress" \
    | jq -r '.[] | "\(.id)\t\(.name)\t\(.assetType)\t\(.ipAddress // "-")\t\(.lastScanDate[0:10])"' \
    | column -t

Self-Service Portal

#!/bin/bash
echo "=== Service Catalog Items ==="
sysaid_api GET "/catalog?limit=25" \
    | jq -r '.[] | "\(.id)\t\(.name)\t\(.category // "-")"' \
    | column -t

echo ""
echo "=== Most Used Catalog Items ==="
sysaid_api GET "/catalog?sort=usageCount&dir=desc&limit=10" \
    | jq -r '.[] | "\(.usageCount) uses\t\(.name)"' \
    | column -t

Output Format

Present results as a structured report:

Managing Sysaid Report
══════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]

Target ≤50 lines of output. Use tables for multi-resource comparisons.

Anti-Hallucination Rules

1. NEVER assume resource names — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. NEVER fabricate metric names or dimensions — verify against the service documentation or --help output.
3. NEVER mix CLI commands between service versions — confirm which version/API you are targeting.
4. ALWAYS use the discovery → verify → analyze chain — every resource referenced must have been discovered first.
5. ALWAYS handle empty results gracefully — an empty response is valid data, not an error to retry.

Counter-Rationalizations

Shortcut	Counter	Why
"I'll skip discovery and check known resources"	Always run Phase 1 discovery first	Resource names change, new resources appear — assumed names cause errors
"The user only asked for a quick check"	Follow the full discovery → analysis flow	Quick checks miss critical issues; structured analysis catches silent failures
"Default configuration is probably fine"	Audit configuration explicitly	Defaults often leave logging, security, and optimization features disabled
"Metrics aren't needed for this"	Always check relevant metrics when available	API/CLI responses show current state; metrics reveal trends and intermittent issues
"I don't have access to that"	Try the command and report the actual error	Assumed permission failures prevent useful investigation; actual errors are informative

Common Pitfalls

• Service Record types: Use type=incident, type=request, type=problem, type=change for filtering
• Archive flag: Set archive=0 to exclude archived records from queries
• Session management: Session tokens may expire — handle 401 with re-authentication
• Rate limits: Vary by deployment — check with your SysAid admin
• Pagination: Use limit and offset parameters — default limit may be 100
• Custom fields: Custom list values use numeric IDs — check field configuration for mappings
• Date format: Dates are typically in milliseconds since epoch — convert for display