category: Case Management provider: SysAid Technologies sectionorder: - Connect - Collect commonfields: id: SysAid version: -1 configuration: - defaultvalue: https://example.com/ display: Server URL name: url required: true type: 0 section: Connect - display: Username name: credentials required: true type: 9 section: Connect - display: Trust any certificate (not secure) name: insecure type: 8 section: Connect advanced: true required: false - display: Use system proxy settings name: proxy type: 8 section: Connect advanced: true required: false - display: Incident type name: incidentType type: 13 section: Connect required: false - display: Incidents Fetch Interval name: incidentFetchInterval defaultvalue: '1' required: false type: 19 section: Collect advanced: true - additionalinfo: Maximum is limited to 200. defaultvalue: '50' display: Maximum number of incidents to fetch name: max_fetch type: 0 section: Collect required: false - display: Fetch incidents name: isFetch type: 8 section: Collect required: false - defaultvalue: 3 days display: First fetch time interval name: first_fetch type: 0 section: Collect required: false - additionalinfo: Choose what service record type to fetch - incidents, requests, problems, changes, or all. defaultvalue: all display: Fetch types name: fetch_types options: - incident - request - problem - change - all type: 16 section: Collect advanced: true required: false - additionalinfo: 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. defaultvalue: 1,2,5,6,8,18,19,22,23,24,25,26,27,30,31,32,33 display: Included statuses name: included_statuses type: 0 section: Collect advanced: true required: false - display: Include Archived name: include_archived type: 8 section: Collect advanced: true required: false - display: Use SysAid Classic Date Format additionalinfo: Select this option for SysAid Classic instances (older versions that do not return ISO 8601 format timestamps) to ensure correct timestamp parsing. name: use_classic_date_format type: 8 section: Collect advanced: true required: false defaultvalue: 'false' description: SysAid is a robust IT management system designed to meet all of the needs of an IT department. display: SysAid name: SysAid script: commands: - name: sysaid-table-list description: 'Retrieve all lists (tables) related to a specific entity, or a specific list from an entity.' arguments: - name: entity description: '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.' auto: PREDEFINED predefined: - sr - asset - user - ci - company - action_item - project - task - catalog - software - sr_activity - supplier - task_activity - user_groups - name: entity_id description: "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." - name: entity_type description: '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).' - name: list_id description: 'Desired list ID.' - name: key description: '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".' auto: PREDEFINED predefined: - id - name - name: fields description: 'A comma separated list of fields to return. Available fields are: id (always returned), caption, and values.' outputs: - type: String contextPath: SysAid.List.id description: 'The ID of the list.' - type: String contextPath: SysAid.List.caption description: 'The caption of the list.' - type: String contextPath: SysAid.List.values description: 'The values of the list.' - name: sysaid-asset-list description: 'List all assets or get a specific asset by ID. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: asset_id description: 'The ID of the asset to return.' - name: fields description: '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: true - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' - name: page_size description: 'The number of assets to return on a page. Default is 100.' outputs: - type: String contextPath: SysAid.Asset.id description: 'The ID of the asset.' - type: String contextPath: SysAid.Asset.name description: 'The name of the asset.' - type: String contextPath: SysAid.Asset.info description: 'The info of the asset.' - name: sysaid-asset-search description: 'Get information about a specific asset. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: query description: 'The search criteria.' required: true - name: fields description: '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: true - name: page_size description: 'The number of assets to return on a page. Default is 100.' - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' outputs: - type: String contextPath: SysAid.Asset.id description: 'The ID of the asset.' - type: String contextPath: SysAid.Asset.name description: 'The name of the asset.' - type: String contextPath: SysAid.Asset.info description: 'The info of the asset.' - name: sysaid-filter-list description: 'List all filters. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: fields description: 'Comma separated list of fields to return to context data. You can send "all" for debugging purposes.' required: true outputs: - type: String contextPath: SysAid.Filter.id description: 'The ID of the filter.' - type: String contextPath: SysAid.Filter.type description: 'The type of the filter.' - type: String contextPath: SysAid.Filter.caption description: 'The caption of the filter.' - type: String contextPath: SysAid.Filter.values description: 'The values of the filter.' - name: sysaid-user-list description: 'Get list of users in SysAid. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: fields description: '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: true - name: type description: 'The user type to retrieve. Defaults to all user types if not specified.' auto: PREDEFINED predefined: - admin - user - manager - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' - name: page_size description: 'The number of users to return on a page. Default is 100.' outputs: - type: String contextPath: SysAid.User.id description: 'The ID of the user.' - type: String contextPath: SysAid.User.name description: 'The name of the user.' - type: Boolean contextPath: SysAid.User.isAdmin description: 'Whether the SysAid user is an admin or not.' - type: Boolean contextPath: SysAid.User.isSysAidAdmin description: 'Whether the SysAid user is a SysAid admin or not.' - type: Boolean contextPath: SysAid.User.isManager description: 'Whether the SysAid user is a manager or not.' - type: Boolean contextPath: SysAid.User.isGuest description: 'Whether the SysAid user is a guest or not.' - name: sysaid-user-search description: 'Get information about a specific asset. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: query description: 'The search criteria.' required: true - name: fields description: '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: true - name: type description: 'The user types to retrieve. Defaults to all user types if not specified.' auto: PREDEFINED predefined: - admin - user - manager - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' - name: page_size description: 'The number of users to return on a page. Default is 100.' outputs: - type: String contextPath: SysAid.User.id description: 'The ID of the user.' - type: String contextPath: SysAid.User.name description: 'The name of the user.' - type: Boolean contextPath: SysAid.User.isAdmin description: 'Whether the SysAid user is an admin or not.' - type: Boolean contextPath: SysAid.User.isSysAidAdmin description: 'Whether the SysAid user is a SysAid admin or not.' - type: Boolean contextPath: SysAid.User.isManager description: 'Whether the SysAid user is a manager or not.' - type: Boolean contextPath: SysAid.User.isGuest description: 'Whether the SysAid user is a guest or not.' - name: sysaid-service-record-list description: 'List all service requests. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: type description: 'The requested service record type.' required: true auto: PREDEFINED predefined: - incident - request - problem - change - all - name: fields description: 'Comma separated list of fields to return to context data. You can send "all" for debugging purposes.' required: true - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' - name: page_size description: 'The number of service records to return on a page. Default is 100.' - name: ids description: 'The list of service records IDs to return, comma separated.' - name: archive description: 'Whether to return archived service records.' auto: PREDEFINED predefined: - '0' - '1' - name: custom_fields_keys description: "Comma separated list of filters' IDs." isArray: true - name: custom_fields_values description: "Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2." isArray: true outputs: - type: String contextPath: SysAid.ServiceRecord.id description: 'The ID of the service record.' - type: String contextPath: SysAid.ServiceRecord.title description: 'The title of the service record.' - type: String contextPath: SysAid.ServiceRecord.status description: 'The status of the service record.' - type: Date contextPath: SysAid.ServiceRecord.update_time description: 'The modify time of the service record.' - type: String contextPath: SysAid.ServiceRecord.sr_type description: 'The type of the service record.' - type: String contextPath: SysAid.ServiceRecord.notes description: 'The notes of the service record.' - name: sysaid-service-record-search description: 'Search by a query through all service records. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: type description: 'The requested service record type.' required: true auto: PREDEFINED predefined: - incident - request - problem - change - all - name: fields description: 'Comma separated list of fields to return to context data. You can send "all" for debugging purposes.' required: true - name: page_number description: 'Index of the page of results to retrieve. Default is 1.' - name: page_size description: 'The number of service records to return on a page. Default is 100.' - name: query description: 'The search criteria.' required: true - name: archive description: 'Whether to return archived service records.' auto: PREDEFINED predefined: - '0' - '1' - name: custom_fields_keys description: "Comma separated list of filters' IDs." isArray: true - name: custom_fields_values description: "Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2." isArray: true outputs: - type: String contextPath: SysAid.ServiceRecord.id description: 'The ID of the service record.' - type: String contextPath: SysAid.ServiceRecord.title description: 'The title of the service record.' - type: String contextPath: SysAid.ServiceRecord.status description: 'The status of the service record.' - type: Date contextPath: SysAid.ServiceRecord.update_time description: 'The modify time of the service record.' - type: String contextPath: SysAid.ServiceRecord.sr_type description: 'The type of the service record.' - type: String contextPath: SysAid.ServiceRecord.notes description: 'The notes of the service record.' - name: sysaid-service-record-update description: 'The valid statuses can be retrieved using the "sysaid-table-list" command.' arguments: - name: id description: 'The service record ID.' required: true - name: impact description: 'The new impact of the service record.' - name: priority description: 'The new priority of the service record.' - name: status description: 'The new status of the service record.' - name: description description: 'The new description of the service record.' - name: solution description: 'The new solution of the service record.' - name: problem_type description: 'The new problem type of the service record.' - name: problem_sub_type description: 'The new problem sub-type of the service record.' - name: third_level_category description: 'The new third level category of the service record.' - name: sr_type description: 'The new service record type of the service record.' - name: sub_type description: 'The new sub-type of the service record.' - name: agreement description: 'The new agreement of the service record.' - name: title description: 'The new title of the service record.' - name: followup_user description: 'The new follow up user of the service record.' - name: followup_text description: 'The new follow up text of the service record.' - name: cust_notes description: 'The new custom notes of the service record.' - name: email_account description: 'The new email account of the service record.' - name: responsibility description: 'The new responsibility of the service record.' - name: urgency description: 'The new urgency of the service record.' - name: company description: 'The new company of the service record.' - name: department description: 'The new department of the service record.' - name: computer_id description: 'The new computer ID of the service record.' - name: due_date description: 'The new due date of the service record.' - name: escalation description: 'The new escalation of the service record.' - name: change_category description: 'The new change category of the service record.' - name: assigned_group description: 'The new assigned group of the service record.' - name: location description: 'The new location of the service record.' - name: custom_fields_keys description: "Comma separated list of filters' IDs." isArray: true - name: custom_fields_values description: "Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2." isArray: true - name: sysaid-service-record-close description: 'Close a service record. Sets the service record status to the default Close status, as defined in the Help Desk settings.' arguments: - name: id description: 'The service record ID.' required: true - name: solution description: 'The solution for closing the service record.' - name: sysaid-service-record-template-get description: 'Gets the template of a service record. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: fields description: '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=sr" argument. You can send "all" for debugging purposes.' required: true - name: type description: 'The requested service record type.' required: true auto: PREDEFINED predefined: - incident - request - problem - change - name: template_id description: 'The service record template ID, according to service record type. Defaults to the first/default template.' outputs: - type: String contextPath: SysAid.ServiceRecordTemplate.key description: 'The key of the service record template entry.' - type: String contextPath: SysAid.ServiceRecordTemplate.value description: 'The value of the service record template entry.' - type: String contextPath: SysAid.ServiceRecordTemplate.mandatory description: 'Whether the template entry is mandatory or not.' - type: Boolean contextPath: SysAid.ServiceRecordTemplate.editable description: 'Whether the template entry is editable or not.' - type: Boolean contextPath: SysAid.ServiceRecordTemplate.type description: 'The type of the service record template entry.' - type: String contextPath: SysAid.ServiceRecordTemplate.defaultValue description: 'The default value of the service record template entry.' - type: String contextPath: SysAid.ServiceRecordTemplate.keyCaption description: 'The key caption of the service record template entry.' - name: sysaid-service-record-create description: 'Create a new service record and return the newly created service record. The valid statuses can be retrieved using the "sysaid-table-list" command. Cortex XSOAR recommends filtering the results by the desired fields.' arguments: - name: fields description: '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=sr" argument. You can send "all" for debugging purposes.' required: true - name: type description: 'The requested service record type.' required: true auto: PREDEFINED predefined: - incident - request - problem - change - name: template_id description: 'The service record template ID, according to service record type. Defaults to the first/default template.' - name: description description: 'The new description of the service record.' required: true - name: title description: 'The new title of the service record.' required: true - name: impact description: 'The new impact of the service record.' - name: priority description: 'The new priority of the service record.' - name: status description: 'The new status of the service record.' - name: solution description: 'The new solution of the service record.' - name: problem_type description: 'The new problem type of the service record.' - name: problem_sub_type description: 'The new problem sub-type of the service record.' - name: third_level_category description: 'The new third level category of the service record.' - name: sr_type description: 'The new service record type of the service record.' - name: sub_type description: 'The new sub-type of the service record.' - name: agreement description: 'The new agreement of the service record.' - name: followup_user description: 'The new follow up user of the service record.' - name: followup_text description: 'The new follow up text of the service record.' - name: cust_notes description: 'The new custom notes of the service record.' - name: email_account description: 'The new email account of the service record.' - name: responsibility description: 'The new responsibility of the service record.' - name: urgency description: 'The new urgency of the service record.' - name: company description: 'The new company of the service record.' - name: department description: 'The new department of the service record.' - name: computer_id description: 'The new computer ID of the service record.' - name: due_date description: 'The new due date of the service record.' - name: escalation description: 'The new escalation of the service record.' - name: change_category description: 'The new change category of the service record.' - name: assigned_group description: 'The new assigned group of the service record.' - name: location description: 'The new location of the service record.' - name: custom_fields_keys description: "Comma separated list of filters' IDs." isArray: true - name: custom_fields_values description: "Comma separated list of the values of the filters' IDs. For example, custom_fields_keys:key1,key2, custom_fields_values:value1,value2." isArray: true outputs: - type: String contextPath: SysAid.ServiceRecord.id description: 'The ID of the service record.' - type: String contextPath: SysAid.ServiceRecord.title description: 'The title of the service record.' - type: String contextPath: SysAid.ServiceRecord.status description: 'The status of the service record.' - type: Date contextPath: SysAid.ServiceRecord.update_time description: 'The modify time of the service record.' - type: String contextPath: SysAid.ServiceRecord.sr_type description: 'The type of the service record.' - type: String contextPath: SysAid.ServiceRecord.notes description: 'The notes of the service record.' - name: sysaid-service-record-delete description: 'Delete one or more service records.' arguments: - name: ids description: 'The service record ID.' required: true - name: solution description: 'The solution for deleting the service record.' - name: sysaid-service-record-attach-file description: Add an attachment to a service record. arguments: - name: id description: The service record ID. required: true - name: file_id description: File ID to upload. required: true - name: sysaid-service-record-delete-file description: Delete an attachment from a service record. arguments: - name: id description: The service record ID. required: true - name: file_id description: The attachment file ID to delete. required: true - name: sysaid-service-record-get description: Returns the information for the specified service record. arguments: - name: id description: The service record ID. required: true - name: fields description: List of fields to return, comma separated. If sent together with view parameter, returns both view’s fields and the requested fields. required: true outputs: - type: String contextPath: SysAid.ServiceRecord.id description: 'The ID of the service record.' - type: String contextPath: SysAid.ServiceRecord.title description: 'The title of the service record.' - type: String contextPath: SysAid.ServiceRecord.status description: 'The status of the service record.' - type: Date contextPath: SysAid.ServiceRecord.update_time description: 'The modify time of the service record.' - type: String contextPath: SysAid.ServiceRecord.sr_type description: 'The type of the service record.' - type: String contextPath: SysAid.ServiceRecord.notes description: 'The notes of the service record.' - name: sysaid-service-record-add-note description: Add a note to a service record. arguments: - name: id description: The service record ID. required: true - name: note description: The note to be added to the Service Record. required: true - name: sysaid-service-record-get-file description: Download an attachment to a service record. arguments: - name: id required: true description: The service record ID. - name: file_id required: true description: The ID of the file to download. - name: file_name required: true description: The name of the file to download. outputs: - contextPath: File.Size description: The size of the file. type: number - contextPath: File.SHA1 description: The SHA1 of the file. type: string - contextPath: File.SHA256 description: The SHA512 of the file. type: string - contextPath: File.Name description: The full name with extension of the file. type: string - contextPath: File.SSDeep description: The SSDeep of the file. type: string - contextPath: File.EntryID description: The entryId of the file. type: string - contextPath: File.Info description: The info of the file. type: string - contextPath: File.Type description: The type of the file. type: string - contextPath: File.MD5 description: The MD5 of the file. type: string - contextPath: File.Extension description: The extension of the file. type: String - contextPath: File.SHA512 description: The SHA512 hash of the file. type: String isfetch: true script: '-' type: python subtype: python3 dockerimage: demisto/python3:3.12.13.10116658 fromversion: 6.0.0 defaultclassifier: SysAid Classifier defaultmapperin: SysAid Mapper tests: - No tests (auto formatted)