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Building Service Desk(Manage Engine) Copilot Agent ?
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(89.60000000000001, 39%, 18%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EDO%3C/text%3E%3C/svg%3E)
Dag, Orhan
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Reputation points
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?
Microsoft Copilot | Microsoft 365 Copilot | Development
Microsoft Copilot | Other
959 questions
{count} votes
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Prasad-MSFT 9,061 Reputation points Microsoft External Staff Moderator2025-01-31T07:01:26.3933333+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.
- Enable API Access:
-
Prasad-MSFT 9,061 Reputation points Microsoft External Staff Moderator
2025-02-03T14:18:10.4266667+00:00 Dag, Orhan, did you get any chance to verify these steps?
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