Copilot
Copilot provides a conversational assistant inside ServiceDesk Plus (SDP). MAIA Plus 1.1.1 has separate technician and requester experiences; they use different launchers, authenticated roles, and access boundaries. They are not interchangeable.
Where to find it
Section titled “Where to find it”When the corresponding SDP Page Script has been installed and enabled for the relevant SDP pages, technicians see MAIA Copilot and requesters see MAIA Assistant. The technician script is intended for request details and can also be configured for a global technician experience. The requester script is intended for the requester portal or request view; a global requester mode depends on the Page Script configuration.
The scripts are installed and enabled by an SDP administrator through Developer Space → Page Scripts. The exact page rules and eligible user cohorts are installation-specific, so the launcher is not guaranteed to appear in every SDP deployment.
Who can use each experience
Section titled “Who can use each experience”- Technician Copilot requires an active MAIA session associated with an SDP technician. Server-side checks enforce the technician role and the permitted conversation and ticket scope.
- Requester Copilot requires an active MAIA session associated with an SDP requester. Its server-side checks bind access to the authenticated requester and their own request context.
Signing in to SDP is a prerequisite for the session used by these integrations. The requester and technician endpoints are role-specific; changing the launcher or page rule does not grant the other role’s access.
What the interfaces provide
Section titled “What the interfaces provide”The technician interface supports conversations, messages, conversation history, run progress, activity and tool information. When an action requires approval, an approval card presents the decision, and a run can be cancelled at any point. Which of these a given agent can reach depends on the tools, procedures and approval policy it was granted.
The requester interface supports conversations, messages, reading assistant replies, run status, and eligible response ratings. Its source implementation describes ticket-focused and general assistant contexts. Whether a global requester launcher is configured is installation-dependent.
Safe use
Section titled “Safe use”A Copilot conversation may invoke tools when the selected agent and policy permit them. Tool calls and approval requirements depend on the configured agent and runtime policy; do not assume that a message only produces text or that every action is approval-gated. Review an action before approving it, and use only the role and request context intended for you.
Because a conversation may write to a ticket, treat the first message in an unfamiliar agent as a test: read the proposed action, confirm which tools the agent can reach, and verify the outcome in the ticket before relying on the agent in routine work.