AI Actions
MAIA Plus adds a set of AI actions to ServiceDesk Plus ticket pages through page scripts. Which actions you see depends on the rules your SDP administrator has installed and on the page you are viewing.
Technician Copilot
Section titled “Technician Copilot”The Copilot opens a conversation scoped to the ticket and can send messages, continue a run, show progress and the tools used, cancel a run, and present approval or rejection controls when an action is gated.
| Capability | Effect |
|---|---|
| Open or continue a conversation | Creates or resumes a conversation for this ticket |
| Send a message | Starts a run; the answer may cite knowledge and read the ticket |
| Show run progress and tools used | Read-only view of what the run is doing |
| Cancel a run | Stops the run; nothing further is written |
| Approve or reject a gated action | Decides whether the proposed write is performed |
Access requires a valid MAIA session with the technician role. Ticket and conversation scope are checked server-side, so the Copilot shows the portal the technician is working in.
Ticket summary
Section titled “Ticket summary”The summary action appears in a configured request view and produces a summary of the ticket, with a rating control for eligible output. It reads the ticket; it does not modify it.
Editor rewrite
Section titled “Editor rewrite”The rewrite action takes the current editor text and the request context, generates a replacement, and inserts it into the editor. It does not submit or save the request. Review and edit the inserted text; sending it remains a separate action you perform with ServiceDesk Plus controls.
Context search and Spotlight
Section titled “Context search and Spotlight”AI Context Search provides a question field and searches the MAIA knowledge context available to you. MAIA Spotlight is a keyboard-driven search over ticket context. Both return candidates for you to assess: a result is a lead, not a verified answer, and the underlying ticket or policy remains the authority.
Proactive similar-ticket hints
Section titled “Proactive similar-ticket hints”On request-detail pages, the hints script can search for similar tickets and surface root-cause or solution suggestions, either on a poll interval or on demand. Treat a hint as a prompt to look at the linked tickets, not as a diagnosis.
Approval and execution risk
Section titled “Approval and execution risk”A write the Copilot proposes appears as an approval card when the agent’s policy or the tool’s policy requires one. Approving performs the write; rejecting ends the run without it; cancelling stops the run.
Approval is a decision, not a preview. Before you approve:
- Read the action name and its full payload, not just the summary line.
- Confirm the ticket and portal in the card are the ones you are working in.
- Follow your organization’s approval policy for the change involved.
A control labelled as a dry run or a preview is not, by that label alone, without effect — check what the action will do before you decide.
Related topics
Section titled “Related topics”Reviewing results · Access from ServiceDesk Plus · Troubleshooting · Copilot roles