SysAid Integration

SysAid is a full-featured IT service management (ITSM) platform used to run service desk operations. 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 Alert sources -> Alert sources and click Create new alert source.

   
2. Search for SysAid in the search field, click the SysAid tile, and then Next.

   
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.

   
5. Select your Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   
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.

In SysAid: Receive an access token

1. Modify and execute following curl to create an application key

curl -X POST "https://<account-name>.sysaidit.com/connect/v1/application-keys" \
  -H "Content-Type: application/json" \
  -H "x-sysaid-accountid: <account-name>" \
  -d '{
        "userName": "<user>",
        "password": "<password>",
        "applicationName": "ilert application key",
        "description": "optional description",
        "tokenLifetime": 2592000
      }'

1. You will receive a `clientId` and a `clientSecret`.

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

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:

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

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.