> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/sysaid.md).

# SysAid Integration

SysAid is an AI-native ITSM platform built to automate the heavy lifting of modern IT. Unlike legacy tools, SysAid uses built-in AI to proactively prioritize tasks, summarize ticket histories, and provide instant resolutions to end users and IT admins alike. By centralizing assets and workflows into an intelligent ecosystem, SysAid moves IT teams away from manual ticket handling and toward high-speed, automated service delivery.

When you connect SysAid with ilert, tickets and ticket updates can automatically create, update, and resolve alerts in ilert – ensuring the right on-call engineers are notified with context, routed by priority or service, and escalated until acknowledged. This closes the gap between ITSM workflows and real-time incident response, helping teams shorten detection-to-response time and lower MTTR.

## In ilert: Create a SysAid alert source <a href="#create-alarm-source" id="create-alarm-source"></a>

1. Go to **Alert sources** -> **Alert sources** and click **Create new alert source**.

   <figure><img src="/files/rmL9OoRxcWnDwcJZQm4Y" alt=""><figcaption></figcaption></figure>
2. Search for **SysAid** in the search field, click the SysAid tile, and then **Next**.

   <figure><img src="/files/1WoRRYB5U40PbeMJ7Hit" alt=""><figcaption></figcaption></figure>
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Select an **escalation policy** by creating a new one or assigning an existing one.

   <figure><img src="/files/y4Bakf2apGhBN56U8ZPR" alt=""><figcaption></figcaption></figure>
5. Select your [Alert grouping](/alerting/configure-alerting/alert-sources.md#alert-grouping) preference and click **Continue setup**. You may click **Do not group alerts** for now and change it later.

   <figure><img src="/files/nTlB0ZCIW1SP3dj6P9nO" alt=""><figcaption></figcaption></figure>
6. The next page shows additional settings, such as customer alert templates or notification priority. Click **Finish setup** for now.
7. On the final page, an API key and/or webhook URL will be generated. You will need it later.

<figure><img src="/files/BOTliNQcnFxaf7P1atIr" alt=""><figcaption></figcaption></figure>

## In SysAid: Receive an access token

1. In SysAid, navigate to **Connect** **->** **Manage App Keys**.

<figure><img src="/files/xYdJarmZAq0IJeKuqSlP" alt=""><figcaption></figcaption></figure>

2. Click **Create new App Key**.

<figure><img src="/files/uaW7lfabaL3F3qlMCsUd" alt=""><figcaption></figcaption></figure>

3. Choose an **App Name** and click **Next**.

<figure><img src="/files/c0G68WDk1fmnsotZjUW5" alt=""><figcaption></figcaption></figure>

4. You will receive a \`clientId\` and a \`clientSecret\`.

<figure><img src="/files/qOykfN0tzBczB3BoOhz0" alt=""><figcaption></figcaption></figure>

5. Now modify and execute following curl to receive an access token using the newly created \`clientId\` and \`clientSecret\`.

```bash
curl -X POST "https://<account-name>.sysaidit.com/connect/v1/access-tokens" \
  -H "Content-Type: application/json" \
  -H "x-sysaid-accountid: <account-name>" \
  -d '{
        "clientId": "<clientId>",
        "clientSecret": "<clientSecret>"
      }'

```

## In SysAid: Create a webhook

1. Modify and execute following curl to create a webhook in SysAid:

```bash
curl -X POST "https://<account-name>.sysaidit.com/connect/v1/webhooks" \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer <access-token>" \
  -d '{
        "url": "<ilert-integration-url>",
        "description": "ilert webhook",
        "eventNames": ["sr.created", "sr.updated"]
      }'

```

## FAQ <a href="#faq" id="faq"></a>

**Will alerts in ilert be resolved automatically?**

Yes, as soon as the ticket status is set to one of the standardized “closed” statuses in SysAid, the corresponding alert in ilert will be resolved.\
\
**Will alerts in ilert be acknowledged automatically?**

Yes, as soon as the ticket status is set to one of the standardized “accept” statuses in SysAid, the corresponding alert in ilert will be resolved.


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