Copilot for Requesters
Requester Copilot is a conversational assistant for ServiceDesk Plus requesters. It is a separate surface from Technician Copilot: it has its own session requirements, its own scope, and it does not expose technician tools or approval decisions.
The launcher is the entry point for requesters. Opening it starts a new conversation or restores an existing one.
Where it appears
Section titled “Where it appears”The MAIA Copilot launcher appears in the bottom-right corner of the requester portal once the applicable Page Script rule is installed, enabled and matched to the current page. Installation and page rules live in Developer Space → Page Scripts; see Page scripts.
There is no separate MAIA sign-in page for requesters. Access depends on:
| Requirement | Detail |
|---|---|
| SDP session | The requester must be signed in to the portal |
| Requester role | The verified SDP user type must be Requester |
| Page Script rule | The rule must be enabled and match the pages requesters use |
| Agent availability | An agent must be configured to serve the requester surface |
A visible launcher proves that the script ran. It does not prove that an agent is configured to answer.
What a requester can do
Section titled “What a requester can do”- Ask about their own request in their own words.
- Receive an answer that may cite approved knowledge articles.
- Ask for a next step to try before escalating to a technician.
- Rate a delivered public reply, where rating is offered for that message.
The portal and the ticket come from the verified session, never from text typed into the conversation. A requester cannot address another portal or another person’s ticket by naming it.
What it does not expose
Section titled “What it does not expose”Requester Copilot does not give access to technician tools, internal notes, other requesters’ tickets, or approval decisions. Changes to a request are made by people: the requester, or a technician acting in the ticket.
Availability
Section titled “Availability”Availability is configuration, not a feature toggle on the requester side. If the launcher is missing, the cause is one of the four requirements above and the fix belongs to an administrator. See Troubleshooting for the error codes the server returns when a session or role does not match.
Panel language
Section titled “Panel language”The requester panel ships with English and Polish label sets and selects one from the language of the page it is embedded in, falling back to English. The panel labels, the greeting and the suggested prompts therefore follow the portal language, while the answers themselves follow the agent’s language policy configured in MAIA Plus.
If the panel appears in a language that does not match the portal, check the lang attribute of the ServiceDesk Plus page — that attribute, not the account’s language preference, is what the panel reads.