AI Service Desk (Microsoft Teams)
  • 21 Sep 2022
  • 11 Minutes to read
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AI Service Desk (Microsoft Teams)

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AI Service Desk allows users to submit SysAid tickets from within Teams and to send messages and notifications from a SysAid ticket to groups and individuals in Microsoft Teams. This allows for easier collaboration within organizations that use Microsoft Teams for internal communication.

Note

AI Service Desk is only available for SysAid cloud customers and is currently for single-tenant use only.

Licensing

You can contact your account manager to provision a ten-day trial license or to purchase an annual license.

Prerequisites

Before setting up AI Service Desk, please ensure that you have Microsoft Teams up and running and that the Azure integration is set up and enabled for your SysAid account.

Note

If you have users that were imported via LDAP integration, to avoid duplicate users make sure that:

  • The users have the same email addresses in the Azure and LDAP repositories
  • The Sync user based on email address check box is selected in the Azure integration settings
You can opt to continue using LDAP as your primary user depository integration, by selecting the option to set up Azure as your secondary user depository in SysAid. This feature is not yet available for all accounts. If you want to enable this feature, contact your SysAid Customer Care manager.

Set up AI Service Desk

  1. From the SysAid Marketplace, get AI Service Desk.
  2. On the main My Apps page, in the Microsoft Teams icon, click IntegrationsfilesGreenCog10.jpg.
  3. In the Tenant Name field, enter the tenant name that is displayed in your Azure account.
    TeamsSettingsfilesTenantName.jpg
  4. Register the application in Azure:
    1. In the Azure dashboard, click App registrations.
    2. Click View All applications.
    3. Click New registration.
      IntegrationOffice365NewRegistrationNewRegistration1.jpg
    4. In the Name field, enter a name for the application (for example "SysAid Microsoft Teams").
    5. Click Register.
      IntegrationOffice365RegisterApplication.jpg
  5. Get the Client ID:
    1. Hover over the Application (client) ID field and click biExtractSettingsfilesCopyButton.png.
    2. Back in SysAid, paste the copied text into the Client ID field.
  6. Get the Tenant ID:
    1. Hover over the Directory (Tenant) ID field and click biExtractSettingsfilesCopyButton1.png.
    2. Back in SysAid, paste the copied text into the Tenant ID field.
  7. Get the Secret Key:
    1. From the Left-menu, click Certificates & secrets.
    2. Click New client secret.
    3. Add a description (e.g. "SysAid Microsoft Teams").
    4. In the Expires area, select 24 Months.
    5. Click Add.
    6. In the entry you just created, click biExtractSettingsfilesCopyButton2.png
      next to the Value column.
      TeamsSettingsfilesSecretValue.jpg
    7. Back in SysAid, paste the copied text into the Secret Key field.
  8. Add redirect URL
    1. Click Add Platform.
    2. Click Web.
    3. In the Redirect URIs field, click Add a Redirect URI.
      TeamsSettingsfilesRedirectURI-4.jpg
    4. In the Web area, click Add URI.
      TeamsSettingsfilesRedirectURI2.jpg
    5. Enter "https://<SYSAID URL>/addonJspWrapper.jsp?a=msTeams&p=msTeamsGenerateToken.jsp" (make sure you add your specific SysAid URL).
    6. Click Configure.
  9. Get the Callback URL.
    1. In the MSTeams Callback URL field, enter "https://<SYSAID URL>/addonJspWrapper.jsp?a=msTeams&p=msTeamsGenerateToken.jsp" (make sure you add your specific SysAid URL).
    2. In SysAid, enter the callback URL in the Callback URL field.
  10. Configure API Permissions:
    1. In Azure, navigate to select API permissions.
    2. Click Add a permission.
    3. Click Select an API > Microsoft graph .
    4. Click Delegated.
    5. Select the following permissions:
      • ChannelMessage.Send
      • Channel.ReadBasic.All
      • Chat.Create
      • ChatMessage.Send
      • Presence.Read.All
      • Team.ReadBasic.All
      • User.ReadBasic.All
        You should have 7 permissions selected.
  11. Click Grant admin consent for <Domain> and then click Yes.
  12. In Azure, create a dedicated admin user for this integration. This is the displayed name for the sender of all automatic notifications from SysAid. Ensure that the user has sufficient permissions (at least Application Administrator level permissions) in the Azure portal to grant consent, so that you will be able to successfully generate a token later in this process.
    We recommend using the name of your help desk and using your help desk's logo as it's avatar.
    For example, if your help desk is named SysAid, you can use one of these logos as the user's avatar in Microsoft Teams:
    TeamsSettingsfilesBlackLogoBlackLogo.pngTeamsSettingsfilesWhiteLogo.png
  13. Back in SysAid, add the email for the user you just created to the Sender Email field.
  14. From the Template drop-down list, select which SysAid template will be the default for tickets that are opened by Microsoft Teams.
  15. Click Save Changes.
  16. Click Test Connection to ensure that everything has been configured correctly.
  17. Click the slider to activate AI Service Desk.
  18. Click Save Changes.
  19. Populate the Token field:
    1. Within the same browser that you are running SysAid in, login to Azure with the user you just created.
    2. Click Generate Token.
      Note:
      If you encounter an error at this point, copy the URL  below into your address bar. Make sure to replace "<TENANT_NAME>" and "<CLIENT_ID>" parameters with your specific Tenant ID and Client ID that you already entered in SysAid's Microsoft Teams Setup page, and  "<ACCOUNT_ID>" with the Account Name parameter that you can access by clicking About from your SysAid Profile menu.

      https://login.microsoftonline.com/<TENANT_NAME>/oauth2/v2.0/authorize?client_id=<CLIENT_ID>&response_type=code&response_mode=query&scope=.default%20offline_access&redirect_uri=https%3A%2F%2F<ACCOUNT_ID>.sysaidit.com%2FaddonJspWrapper.jsp%3Fa%3DmsTeams%26p%3DmsTeamsGenerateToken.jsp
    3. A new browser tab opens. When a message appears indicating that the token was generated successfully, refresh the Microsoft Teams page in SysAid to populate the field.
    4. Click Save Changes.
      TeamsSettingsfilesMSTeamsSetup.png

SysAid Bot in Microsoft Teams

SysAid offers its own bot in Microsoft Teams that allows you to create SysAid tickets from Microsoft Teams. You can follow Microsoft's instructions for pinning this bot for your users in Teams so they won't need to set it up themselves. 

Once the bot is pinned, the users will receive a welcome message from the SysAid bot in their Teams account, inviting them to use the Bot to contact their IT departments. We recommend informing your users about the bot before pinning it, to ensure that they understand the welcome message.

Note

Only the first tenant configured on the Azure AD integration can access the Bot.

To set up the SysAid bot

  1. In Microsoft Teams, click Apps.
  2. Search for "SysAid."
  3. Select SysAid.
  4. Click Add.

Microsoft Teams adds the SysAid bot to the Chat channels.

Upgrade the SysAid Bot

As SysAid is continuously adding new capabilities to the SysAid Bot, we recommend periodically upgrading your SysAid Bot to the latest version. Ensure that your end users upgrade the SysAid Bot in their individual Microsoft Team accounts so they can access the latest capabilities.

To upgrade the SysAid bot

  1. In Microsoft Teams, click Apps.
  2. Search for "SysAid."
  3. Select SysAid.
    If there is a more current version available, the button will say 'Upgrade' instead of 'Open.'
  4. Click Upgrade.

Use AI Service Desk in SysAid

Using AI Service Desk - SalesForce License Scenario

Send Chat or Group Conversation From SysAid

Once AI Service Desk is set up, every ticket includes a Microsoft Teams tab. The tab allows you to send a message in Microsoft Teams to an individual user or group of users. Once you select a user, an icon appears that indicates the user's availability status.

TeamsSettingsfilesTeamsTab.jpg

For every chat and conversation initiated from a ticket, SysAid generates an activity record that contains a link to the chat or conversation in Microsoft Teams.

To send a message

  1. In the Microsoft Teams tab start typing the name of a user or group and select the autocomplete option that you want. Continue adding names, until you have all the users and groups that you want.
  2. Enter your message in the Post Messages to Microsoft Teams field.
  3. Click Start Chat.
  4. In the Microsoft Teams screen that opens, click Send.


To initiate an Microsoft Teams chat with the ticket's request user

  1. Next to the Request User field click TeamsSettingsfileselipses.jpg.
  2. Click Start Microsoft Teams Chat.
    TeamsSettingsfilesMSTeams-requestuserMSTeams-requestuser.jpg

Microsoft Teams opens a chat with the request user.

To start a conversation

  1. In the Microsoft Teams tab select a team from the Team drop-down list.
  2. Select a channel on which to start the conversation from the Channel drop-down list.
  3. Enter your message in the Start conversation in Microsoft Teams field.
  4. Click Start Conversation.

Use the SysAid Bot in Microsoft Teams

Once the SysAid Bot is set up, you can create, access, close, reopen, and modify tickets in SysAid without ever leaving Microsoft Teams.

Note

Some of these features are currently being gradually rolled out and may not be available in your environment just yet.

Access the Menu

At any point, you can access the main menu for available actions you can perform in the SysAid Bot

To open SysAid Bot's main menu

  • Send the message "cancel" to the SysAid Bot.
    The SysAid bot responds by displaying its main menu of actions for you to select.

Create Tickets

To create a SysAid ticket from Microsoft Teams

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click Report and Issue.
  3. When asked, respond to the bot with the title of the ticket.
  4. Click Create ticket.
  5. (Optional) In the window that opens you can change your title, change the ticket's urgency, and/or add a description.
  6. Click Next.
  7. (Optional) You can select a category for your ticket and click Next or you can leave the category blank and click Skip.
  8. Click Submit.
    The SysAid bot responds with the ticket number and a direct link to the ticket in SysAid.

View Tickets

You can view active tickets or recently closed tickets via the SysAid Bot.

To view recently closed tickets

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click View Recently closed tickets or type 'view recently closed tickets' and click the Send button.
  3. (Optional) If you want to view details for one of the ticket's, click View ticket Details.
    1. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
    2. Click View Details.
  4. (Optional) If you want to update a ticket with a note or an attachment, click Update a ticket.


To view your active tickets

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click View Active tickets or type 'view active tickets' and click the Send button.
  3. (Optional) If you want to view details for one of the ticket's, click View ticket Details.
    1. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
    2. Click View Details.


To view a ticket's details

  1. Access the SysAid Bot in Microsoft Teams.
  2. Type 'view ticket details and click the Send button.
  3. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
  4. Click View Details.
  5. To access the ticket in SysAid, click the Click to open the ticket in SysAid link.

Update a Ticket

To add attachments to a ticket

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click Update a ticket or type 'Update a ticket' and click the Send button.
  3. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
  4. Click Update.
  5. Click Add Attachment or Screenshot.
  6. Click the Paperclip icon to upload a file from the computer or paste a screenshot directly into Microsoft Teams by pressing CTRL+V.
  7. Click the Send button.
    Your attachments are added to the ticket.


To add a note to a ticket

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click Update a ticket or type 'Update a ticket' and click the Send button.
  3. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
  4. Click Update.
  5. Click Add Note.
  6. Enter your note and click the Send button.
    Your note is added to the ticket.

To close a ticket

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click Update a ticket or type 'Update a ticket' and click the Send button.
  3. You can select the ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
  4. Click Update.
  5. Click Close the Ticket.
  6. When prompted, click Yes.

To Reopen a ticket

  1. Access the SysAid Bot in Microsoft Teams.
  2. Click Update a ticket or type 'Update a ticket' and click the Send button.
  3. You can select the closed ticket you want from the drop-down list of the ten most recently updated tickets, or enter the SysAid ticket ID in the text box.
  4. Click Update.
  5. Click Reopen the Ticket.
  6. Enter a short explanation for why you are reopening the ticket, and click the Send button.

Your explanation is added as a note in the ticket.

Notifications

Once the integration is set up, users receive SysAid ticket notifications in their Microsoft Teams when their ticket's status is updated. Notifications are sent from the user associated with the sender email you configured in the set up process.

TeamsSettingsfilesTicketNotification.png

In addition, SysAid sends workflow approval messages to Microsoft Teams, where a user can approve or deny an action item directly from Microsoft Teams.
TeamsSettingsfilesWorkflowNotification.png

Important
Some of the the tags available for AI Service Desk notifications are different from the other SysAid notifications. For the full list of tags, please see the Tags for SysAid Notifications in Microsoft Teams section below.

Automatically Manage Your Incoming Tickets With Escalation Rules

To get the most out of the SysAid Bot in Microsoft Teams, you can configure escalation rules to automatically perform actions on tickets that your users submit in Teams. The escalation rule can run immediately once the ticket is generated.

To set up escalation rules to train the SysAid Bot to handle tickets submitted from Microsoft Teams, see the instructions below or this video:

Training the SysAid Bot video

To set escalation rules to manage tickets submitted from Microsoft Teams

  1. In SysAid settings, navigate to Service Desk > Escalation Rules.
  2. Click Create New Rule.
  3. Click Query Builder.
  4. For the Source field, select MS Teams.
  5. Select the AND operator.
  6. Select the Title field and enter a keyword for identifying the ticket issue (For example, "Salesforce"). It's recommended to set a few versions of the keyword to cover various ways users might type it.
    TeamsSettingsfilesEscalationRuleQuery.png
  7. Click Create Filter.
  8. From the Mode drop-down, select On initial ticket submission.
  9. Click Action Builder .Set the ticket fields you want to be automatically populated (for example: Category, Group, Priority, etc.).
  10. Click Add Rule.
  11. Repeat this process to add rules for as many use cases as you want.
    TeamsSettingsfilesEscalationModeTrainingTheBot.png


Tags for SysAid Notifications in Microsoft Teams

In the tables below is the full list of tags for ticket notifications in Microsoft Teams and their meaning in SysAid. 

Note
Tags are case-sensitive. 

Tags for use in AI Service Desk notifications

Tag IDDescription
${sr.getAssignedTo()}This is the administrator who the SR is assigned to. Displays the contents of the First Name and Last Name fields
${sr.getTitle()}This is the title of the service record
${sr.getAsset().getComputerName()}This is the name of the asset attached to the service record
${sr.getCategory()}This is the top level category of the service record
${sr.getSubCategory()}This is the sub category of the service record
${sr.getThirdLevelCategory()}This is the third level category of the service record
${sr.getCloseTime()}This is the time the service record was closed
${sr.getCustDate1()}Displays the contents of custom date field 1
${sr.getCustDate2()}Displays the contents of custom date field 2

${sr.getDescription()}

This is the service record's description
${sr.getId()}This is the service record number
${sr.getInsertTime()}Time the service record was submitted
${sr.getNotes()}Displays the contents of the notes field
${sr.getPriority()}Shows the priority of the service record
${sr.getUrgency()}Shows the urgency of the service record
${sr.getStatus()}Shows the status of the service record

${sr.getSrSubType()}

This is the sub type of the service record
${sr.getResolution()}Displays the contents of the resolution field
${sr.getSolution()}Displays the contents of the solution field
${sr.getSubmitUser()}This is the user who submitted the service record

${sr.getAssignedGroup()}

This is the group the service record has been assigned to
${sr.getUpdateTime()}This is the time the service record was last modified
${sr.getLocation()}Shows the contents of the location field
${sr.getRequestUser()}Shows the request user's username
${sr.getAssignedTo()}This is the administrator the service record is assigned to
${sr.getResponsibleManager()}This is the service record's responsible admin
${sr.getCustList1()}Shows the contents of custom list 1 for this service record
${sr.getCustList2()}Shows the contents of custom list 2 for this service record
${sr.getCustNotes()}SR Custom Notes
${sr.getCustInt1()}SR Custom Int 1
${sr.getCustInt2()}SR Custom Int 2

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