System Architecture

End-to-end flow from employee message to resolved ticket, across Microsoft 365 and the internal ITSM platform.

EMPLOYEE CHANNEL AI AGENT AUTOMATION SYSTEMS 👤 Employee James Smith 💬 MS Teams IT Support Channel 🌐 Web Chat (alt channel) 🧠 Copilot Studio Dialog Engine NLU + Slots ⚡ Power Automate Cloud Flow 🗄️ Dataverse Ticket Storage 🎫 ITSM System Ticket Created ✉️ Email / Outlook Confirmation sends message Bot Framework HTTP trigger REST API write record Ticket ID returned entity lookup Primary flow Alternate / async path Return / confirmation path Copilot Studio (core logic) Power Automate (backend)

Component Breakdown

🧠 Copilot Studio — Dialog Engine

What it does: Hosts the conversational AI agent. Manages dialog topics, slot filling, and fallback handling.

  • Custom topics for IT categories (Hardware, Software, Network, Access)
  • Entity extraction for email, urgency, and system name
  • Escalation to human agent if confidence < 0.6
  • Adaptive card responses for quick-reply buttons (urgency selection)

⚡ Power Automate — Cloud Flow

What it does: Backend orchestration layer triggered by Copilot Studio via HTTP action.

  • Input validation (email format, required fields)
  • Category classifier using a lookup table in SharePoint
  • Creates ticket record in Dataverse with all structured fields
  • Calls ITSM REST API to register ticket externally
  • Sends Outlook confirmation email with ticket details + SLA
  • Returns ticket ID and team assignment to Copilot Studio

🗄️ Dataverse — Data Layer

What it does: Stores every ticket record created by the agent in a structured table.

  • Custom "IT Support Ticket" table with 12 columns
  • Lookup tables for Categories, Teams, SLA tiers
  • Audit fields (created by, modified date, resolution timestamp)
  • Power BI report connects directly for weekly dashboarding

🎫 ITSM Integration

What it does: Writes the ticket to the organisation's existing IT service management system.

  • HTTP connector in Power Automate posts to ITSM REST endpoint
  • Maps Dataverse fields to ITSM schema (INC number returned)
  • Bi-directional: status updates from ITSM flow back to Dataverse

💬 Microsoft Teams — Channel

What it does: Primary user-facing channel where employees interact with the agent.

  • Agent published as a Teams app via Copilot Studio publish flow
  • Available in personal chat and IT Support team channel
  • Adaptive cards rendered natively within Teams
  • Proactive message sent when ticket is updated

✉️ Outlook / Exchange

What it does: Sends email confirmations and SLA breach alerts.

  • Office 365 Outlook connector in Power Automate
  • Templated HTML email with ticket summary and tracking link
  • Escalation email to IT manager if SLA exceeded

Data Flow — Field Mapping

How each piece of user input maps through the system from conversation to ITSM record.

User Says / Selects Copilot Studio Entity Dataverse Field ITSM Field Validation
Free-text issue descriptionissue_description (string)Descriptionshort_descriptionMax 500 chars
Work email addressuser_email (email entity)RequestorEmailcaller_id (lookup)Regex + domain whitelist
"High / Medium / Low"urgency_level (enum)Prioritypriority (1/2/3)Must be one of 3 values
Affected system (optional)affected_system (string)AffectedSystemcmdb_ciFuzzy-matched to CI list
(derived)category (classifier)CategorycategorySharePoint lookup table
(derived)assigned_teamAssignedTeamassignment_groupMapped from category
(system)ticket_created_atCreatedOnopened_atUTC timestamp