Building Service Desk(Manage Engine) Copilot Agent ?

Dag, Orhan 0

We want to integrate our on-premise IT HelpDesk system with a Copilot agent. Our HelpDesk system is based on the ManageEngine HelpDesk infrastructure. In other words, our IT department employees would like to retrieve and review daily HelpDesk tickets in real-time via Copilot, and if possible, make modifications to them.

How can we achieve this, and what would you recommend?

Prasad-MSFT 8,416 Reputation points Microsoft Vendor

2025-01-31T07:01:26.3933333+00:00
Steps to Integrate ManageEngine HelpDesk with Copilot Agent

Step 1: Set Up API Access for ManageEngine HelpDesk

Enable API Access:

Ensure that the ManageEngine HelpDesk system has API access enabled. Refer to the ManageEngine API documentation for details on how to enable and configure API access.

Generate API Keys:

Generate API keys or tokens required to authenticate API requests.

Step 2: Create a Copilot Agent

Install the Teams Toolkit extension in Visual Studio Code.

Use the Teams Toolkit to create a new Teams app project.

Add a bot to the Teams app project that will act as the Copilot agent

Step 3: Implement API Integration

Set Up Bot Framework:

Set up the Bot Framework SDK in your Teams app project.

Implement API Calls:

Implement the necessary API calls to interact with the ManageEngine HelpDesk system. This includes retrieving tickets, reviewing ticket details, and modifying tickets.

Step 4: Deploy and Test

Deploy the bot to a hosting service such as Azure App Service.

Test the integration by interacting with the bot in Microsoft Teams and verifying that it can retrieve and display HelpDesk tickets.
Prasad-MSFT 8,416 Reputation points Microsoft Vendor

2025-02-03T14:18:10.4266667+00:00

Dag, Orhan, did you get any chance to verify these steps?

1 answer

Dag, Orhan 0 Reputation points

2025-02-04T07:05:21.5066667+00:00

No, not yet.
Please sign in to rate this answer.

0 comments No comments
Sign in to comment

Use comments to ask for clarification, additional information, or improvements to the question.

Share via

Building Service Desk(Manage Engine) Copilot Agent ?

1 answer

Your answer