Overview

The ServiceDesk Plus Agent in Microsoft Copilot helps you manage and track ServiceDesk Plus requests and solutions. 

You can search, view, and update requests, and access knowledge base solutions and announcements within any Microsoft 365 app that supports Copilot.

This article provides easy-to-follow, step-by-step instructions to set up the Copilot agent. 

Demo 

Step 1: Generate auth token in ServiceDesk Plus  

In ServiceDesk Plus, 

1. Click the User profile icon on the top-right.
2. Click Generate AuthToken.
3. Copy the generated auth token.

 Step 2: Register the API key in the developer portal 

1. Go to the API key registration portal. 
2. Click Create an API key.
3. Click +Add secret.
4. Paste the ServiceDesk Plus AuthToken.
5. Click Save. 

1. Name the API key.
2. Fill out the Base URL field with the ServiceDesk Plus hosted domain. For example, https://demo.servicedeskplus.com .
3. Set the Target tenant as Any tenant, and the Target Teams app as Any app. 
4. Click Save.

1. Copy the registration ID of the API key and make a note of it.

 Step 3: Install the agent 

1. To add the ServiceDesk Plus Agent to your Copilot, download the copilot package from here.
2. Extract the downloaded package and open all the JSON files in a text editor.
3. Go to the manifest.json file.
4. Replace the <servicedeskplus-website-url> placeholders in lines 8, 9, and 10 with your ServiceDesk Plus hosted domain as shown:

1. Open sdp-api.json under the apiSpecificationFile directory.
2. Replace the <server_url> placeholders in line 10 with your ServiceDesk Plus domain as shown: 

1. Go to the ai-plugin.json file.
2. Replace the <server_url> placeholders with your ServiceDesk Plus hosted domain. 
3. Replace the <apikey-reg-id> placeholder for reference_id attribute in line 423 with the copied API key registration ID from the developer portal.

1. Save all the files again and zip them. 

 Step 4: Upload the agent in the Microsoft Copilot 

1. Go to teams.microsoft.com.
2. Go to Apps in the left pane. 
3. Click Manage your apps at the bottom.
4. Choose Upload an app.

1. Choose the Upload a customised app option, and upload the zipped package.
2. Click Add in the pop-up.

The agent will now get uploaded to your environment. 

Agent Capabilities  

Using the Microsoft Copilot agent, you can create and manage requests in ServiceDesk Plus through simple prompts.

You can prompt the Microsoft Copilot agent to:

View and track your requests

Create new requests

Update existing requests

Access knowledge base

Add request notes

 View and Track requests
 

The agent can help you view your requests and track them. 

• View all requests: "Show me all my requests"
• Filter by Status: "What are my open requests?"
• View high priority request: "Show me my high-priority requests"
• Find specific requests: "Can you find my VPN access request?"
• Track by ID: "What's the status of request #12345?"

 Create New Requests

In case you need to report an issue, you can prompt the agent to:

• Help you create a request
• Show you relevant templates
• Ask for necessary details
• Create a properly formatted request
• Get status update

 Update Existing Requests

In Microsoft Copilot agent, you can prompt it to modify your existing requests:

• Status Updates: "Please mark ticket #4 as resolved"
• Change Priority: "This is urgent - can you make ticket #4 a high priority?"

Access  Knowledge Base

Before you create a new request, you can prompt the agent to help you:

• Search Solutions: "How do I fix VPN connection issues?"
• View Announcements: "Are there any announcements about the email system?"

 Add  Request Notes

You can add notes to your requests by prompting the Microsoft Copilot agent.

• Add Public Notes: "Please add a resolved note to this request"
• Internal Notes: "Add a private note asking for an update"

Customizing the Agent Flow

The instructions parameter in the sdpDeclarativeAgent.json within the zip package, defines the flow that the Copilot agent must follow. 

Below is the sample flow of the instructions that can be defined in the ServiceDesk Plus Copilot agent. 

This flow can be tailored to suit your needs by modifying the instructions. Ensure that the instructions you provide are as detailed as possible to mitigate any potential issues by the agent.

Key points to note

• ServiceDesk Plus should be publicly hosted for the agent to access the APIs.
• Copilot agents can make mistakes, like using different requester details or a template. To mitigate these, we recommend hard coding your ServiceDesk Plus name or templates in the sdp-api.json so that the agent knows the exact data to use.
• By default, the request templates will be displayed to ServiceDesk Plus technicians who have API access. 
• Because the API endpoint is restricted to end-users, you can modify the instructions in the agent to suggest pre-defined templates for users.
  • To do this, open the sdp-api.json file and specify the instructions with the set of templates to be suggested. This can make the copilot find a relevant template based on the user's query.
  • After you modify the instructions, ensure to zip all the files again and upload them in the requester's Teams for the changes to take effect.
• You can also include additional fields in the instructions so that the Copilot can collect those information from users to create requests.

Video Resource

Check out the following video to see the ServiceDesk Plus Agent for MS Copilot in action.