> 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
Connect SysAid with ilert to turn tickets into actionable alerts, route on-call, and auto-update incidents from ticket changes.
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
1. Go to **Alerting** → **Alert sources** and click **Create new alert source**.
2. Search for **SysAid**, click its tile, and click **Next**.
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Choose who gets notified: select **Use existing escalation policy** and pick a policy, or **Generate new escalation policy** to start with a basic one that notifies you first. Click **Next**.
Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select **Default grouping** and click **Continue setup**. It groups events by the alert key the integration sets; the other [grouping options](/alerting/configure-alerting/alert-sources.md#event-grouping) are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click **Finish setup** for now; you can change them later.
7. On the final page, ilert shows the integration key and URL for this alert source. You will need them later in this guide.
## In SysAid: Receive an access token
1. In SysAid, navigate to **Connect** **->** **Manage App Keys**.
2. Click **Create new App Key**.
3. Choose an **App Name** and click **Next**.
4. You will receive a \`clientId\` and a \`clientSecret\`.
5. Now modify and execute following curl to receive an access token using the newly created \`clientId\` and \`clientSecret\`.
```bash
curl -X POST "https://.sysaidit.com/connect/v1/access-tokens" \
-H "Content-Type: application/json" \
-H "x-sysaid-accountid: " \
-d '{
"clientId": "",
"clientSecret": ""
}'
```
## In SysAid: Create a webhook
1. Modify and execute following curl to create a webhook in SysAid:
```bash
curl -X POST "https://.sysaidit.com/connect/v1/webhooks" \
-H "Content-Type: application/json" \
-H "Authorization: Bearer " \
-d '{
"url": "",
"description": "ilert webhook",
"eventNames": ["sr.created", "sr.updated"]
}'
```
## FAQ
**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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