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title: Sysaid Access Requirements
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## Why do we need access to your Sysaid instance?

The account we create in your Sysaid instance will directly perform actions to create, update, and query information about tickets & view users and knowledge.

(Optional) If you use Sysaid’s on-prem version, we’ll also need to setup the [Moveworks Agent](/docs/moveworks-agent) to be able to connect with your system. In this case, contact your Customer Support team to help.

## Production Access Permissions

In your Production Sysaid environment, the following accounts are needed:

* One **user account** (for testing & end-to-end validation) with the `End User` role.

* One dedicated **service account** as an Administrator to read/update tickets and read users/KB articles (only admins in Sysaid are allowed to call the Sysaid API).\
  ![](https://files.readme.io/b4b7c01-small-Untitled_-_2023-05-01T102606.104.png)

* Additionally we’ll need to confirm this admin service account has the following permissions:\
  ![](https://files.readme.io/e8d5bcb-small-SysaidAccess.png)

> 📘
>
> Please provide the username and password for both the service accounts to your Customer Success team.

## Sysaid Authentication

API access for Sysaid is done through cookie-based API sessions. Moveworks will generate these using the created service account credentials. 

## What is this account used for

The Moveworks service interacts with your Sysaid platform so that the bot can:

* monitor tickets for autonomous resolution
* reach out to an employee when a Sysaid ticket needs the employee's attention
* create tickets to log issues the bot has resolved autonomously
* create tickets for issues that require an agent's attention
* read the Sysaid user roster so that the bot can log and assign issues appropriately