The Workato On-Prem Agent (OPA) is a secure bridge between SysAid Spaces and your on-premise systems.
It allows you to extend SysAid workflows beyond the cloud and interact with systems that live inside your organization’s network, such as internal databases, legacy tools, or services that are not exposed to the internet.
In practical terms, OPA lets SysAid trigger actions inside your environment without requiring you to open inbound firewall ports or expose sensitive systems externally.
Please note:
This is a paid add-on that requires SysAid involvement for setup. Please coordinate with your primary SysAid contact to begin the process.
Upon purchase of the add-on, the following Statement of Work (SOW) will apply to the Workato On-Prem Agent installation.
How it works
The connection flow is a three-part relay:
SysAid Spaces triggers an action (for example, a workflow or automation).
Workato receives the trigger and executes a recipe.
The On-Prem Agent (OPA), installed within your network, securely communicates with Workato and performs the action locally.
The OPA acts like a courier that only makes outbound calls:
The agent initiates a secure outbound connection to Workato.
Workato sends instructions back through that connection.
The agent executes those instructions on your internal systems.
This architecture ensures:
No inbound connections are required
Your firewall remains closed to external access
Data is transferred securely between environments
Because of this setup, actions in SysAid can seamlessly:
Update on-prem databases
Trigger scripts or services
Interact with internal APIs
Sync data between cloud and local systems
Why use the On-Prem Agent?
The OPA unlocks hybrid automation scenarios by letting you:
Connect cloud workflows to internal systems
Automate processes that depend on on-prem infrastructure
Maintain security without exposing internal services
Bridge legacy systems with modern automation
Setting up the On-Prem Agent
Setting up the On-Prem Agent is done directly through Workato. This is the official Workato guide for your reference. It will be initiated by SysAid once the add-on has been purchased:
At a high level, the process includes:
Installing the agent on a machine within your network.
Registering the agent with your Workato account.
Configuring connections to your local systems (databases, apps, etc.).
Testing connectivity between Workato and your environment.
Please note:
The agent must run on a machine that has access to the systems you want to integrate with
It communicates outbound over HTTPS, so no special firewall configuration is typically required
You can deploy multiple agents for scalability or redundancy
Configuration within your SysAid account
Once the agent is set up and connected via Workato, you can start using it within SysAid.
In SysAid Integrations
Go to Connect > Integrations, click Manage, and create recipes that:
Use SysAid triggers (for example, service record updates)
Perform actions via the On-Prem Agent
These recipes define what happens when SysAid events occur. To learn how to create a recipe, see Creating Your First Recipe in Workato.
In Workflows
You can integrate these recipes into your workflows:
Go to Settings > Templates & Fields > Ticket Templates & Workflows.
Create or select a Request type template.
Click Add Workflow at the top.
You can:
Use the Workflow Designer to trigger Workato recipes as part of your automation logic
Combine cloud actions (in SysAid) with on-prem actions (via OPA) in a single workflow
This allows you to orchestrate end-to-end processes such as:
Creating a service record → updating an internal system
Changing a status → triggering an on-prem script
Resolving a service record → syncing data with a local database
To learn how to set up a workflow with a recipe, see Workflow Designer.
To learn how to trigger a recipe from an action item in a workflow, see Configuring Action Items.