page_type	sample
description	CopilotX is a versatile declarative agent designed to support ticket management, user support and work tracking by providing efficient responses and practical assistance for various industry verticals including ITES, Manufacturing, Retail, and Healthcare. It can be adapted to the specific needs and workflows of each sector by changing data about units and assets in azure storage and changing knowledge base documents to provide customized response for the sector.
products	MS Teams Copilot Azure Sharepoint
languages	typescript python

CopilotX Agent (ITES | Manufacturing | Retail | Healthcare)

CopilotX (Manufacturing) | CopilotX (IT Services)

Overview

The CopilotX is a versatile declarative agent designed to be a user-friendly assistant for professionals in Manufacturing industry specializing in asset incidence management and resolution. It aims to streamline ticket management, user support and work tracking by providing efficient responses and practical assistance. Company specific knowledge base can also be uploaded to a sharepoint site so that copilot remains grounded in company data and assist the professionals with customized resolutions for incidents or any other company specific documentation including policies/ procedures to be complied by the professionals.

Features

1. Incident Reporting and Tracking

• Submit Incident Reports: Workers can report incidents directly via email, attaching text, audio, or image files.
• Automated Ticket Creation: Upon receiving an incident, CopilotX stores data in Azure Blob Storage, then triggers a Logic App to create a ticket in Microsoft Teams.
• Daily Incident Reports: Supervisors can request daily reports, with CopilotX generating adaptive cards in Teams that summarize incidents, priorities, and action status.
• Anomaly Detection Insights: Integrates with Azure ML and Custom Vision to analyze incident data and provide anomaly detection insights, highlighting unusual patterns or recurrent issues.

2. Asset and Unit Management

• Asset Tracking: Easily view, add, and assign assets to units, allowing factory managers to track equipment across locations.
• Unit Oversight: Retrieve details about specific units, including all associated assets, and update unit information as necessary.
• Asset Maintenance: Set up alerts or schedules for asset maintenance, and attach asset data to relevant tickets to ensure timely servicing.

3. User and Team Management

• User Role Assignment: Assign roles to users based on skills, certifications, or department, such as operator, technician, or quality inspector.
• Work Hours Logging: Log and track work hours for individual users against specific tickets, giving managers an overview of resource allocation.
• Skill-Based Task Assignment: Filter users by skill or certification (e.g., electrical, HVAC) to assign them the most relevant tickets and tasks.
• Shift and Availability Monitoring: Identify available hours and upcoming shifts, helping optimize scheduling and resource distribution.

4. Task and Ticket Management

• Automated Ticket Management: Create, update, and assign tickets to users for different tasks, such as machine maintenance, inventory checks, or safety audits.
• Real-Time Updates: Track ticket status and receive live updates on task progression, allowing team leads to prioritize critical tasks.
• Comments and Collaboration: Add comments or additional context to tickets, facilitating collaboration across teams and shifts.

5. SAP and SharePoint Integration

• SAP Data Access: For factories using SAP, CopilotX can pull SAP data related to inventory, asset history, or maintenance records, providing critical information at the time of ticket creation or incident reporting.
• Document Management: Access relevant documentation from SharePoint or other repositories, delivering guidelines, safety protocols, or maintenance manuals in real time.

6. Supervisor and Manager Insights

• Automated Reporting: Generate reports summarizing incident frequency, response times, and asset downtime, giving managers insights into operational efficiency.
• Root Cause Analysis Assistance: Leverage past incidents and anomaly detection to assist in root cause analysis, helping teams to implement preventive measures.
• Performance Metrics: Provide metrics on response times, hours worked on tickets, and task completion rates, supporting performance reviews and improvement initiatives.

7. Customizable Knowledge Base and Documentation

• Customized Responses: Modify responses and advice based on the specific factory’s workflows and sector requirements by updating knowledge base documents.
• Safety and Compliance Checks: Offer on-demand access to safety protocols and compliance requirements, helping factory workers to follow best practices.

8. Real-Time Notifications and Alerts

• Critical Alerts: Notify managers of high-priority incidents or unusual activity (e.g., equipment malfunctions, safety risks).
• Shift Updates: Send reminders or updates at shift changes to ensure seamless handovers and awareness of ongoing tasks.

User Management: Find users based on their names, ticket assignments, skills, roles, and certifications. This feature helps in quickly locating team members, identifying their competencies, and assigning roles effectively.

Ticket Management: Access detailed information about tickets and assets, log work hours and manage ticket assignments. Users can add others to tickets and keep track of billed hours to ensure transparency and accountability.

Professional Interactions: Greet users professionally and provide support tailored to their queries. CopilotX provides relevant suggestions for ticket resolution while encouraging consultation with managers if needed for complex queries.

OneDrive and SharePoint Integration: Easily access documents from SharePoint, enabling a seamless flow of information for effective resolution of tickets.

Predefined Conversation Starters: To enhance user experience, CopilotX includes popular conversation starters such as:

• Retrieve Unit Details
• Access Asset Information
• List My Assigned Tickets
• Log Work Hours
• Locate Certified Users
• Add Users to Tickets
• Seek Incident Resolution Guidance

Suggested Integration Workflow

This workflow demonstrates how CopilotX can be leveraged for efficient incident reporting, tracking and resolution assistance. For factories utilizing SAP, the relevant repository information can be easily integrated for data accessibility. Suggested workflow steps are as follows -

1. Incident Reporting:

• Factory workers or agents report incidents by sending an email through Outlook, attaching necessary files (text, audio, images)
• Upon email reception, Logic Apps flow is triggered and incident data is securely stored in Azure Storage and an incident ticket is created. Factory supervisors, safety managers and relevant personnel are notified in Teams to review and address the incident promptly.
• Azure Machine Learning and Custom Vision can be leveraged to automatically detect type of incident based on incident data uploaded by the factory worker or agent. This might help in classifying the incidents and automate logging of incident tickets.

2. Insights and Assistance with CopilotX:

• Supervisors or factory managers can request daily incident reports through CopilotX. On receiving the prompt, CopilotX can show detailed incident information as adaptive cards within Teams.
• Supervisors or factory managers can ask for resolution guidance on a ticket. CopilotX can dynamically fetch relevant information from sharepoint site or web to assist the professional by providing incident resolution guidance in natural language.

3. Extended Integrations:

• This workflow is adaptable to integrate with SAP and other enterprise systems.
• For SAP-connected factories, incident metadata and status updates can be synced with SAP enriching the reporting framework and aligning with existing ERP systems.

This implementation offers a robust and adaptable AI assistant within the Microsoft 365 Copilot environment.

REST APIs

Copilot can leverage REST APIs to extend its functionality by integrating data and actions from external systems, services and applications directly into its interface, creating a seamless workflow for end-users. Below documentation summarizes the CopilotX API endpoints for managing units, assets, users, and tickets.

1. Units API

This API handles operations related to units within CopilotX.

• Retrieve All Units: Use GET /units to fetch a list of all available units.

• Get Unit by ID: Use GET /units/{id} with the unit's ID to obtain specific unit details.

• Find Unit by Name or Associated Asset:

  • Use GET /units/?unitName={unitName} to find a unit by name.
  • Use GET /units/?assetName={assetName} to find a unit based on an asset’s name.

• Add an Asset to a Unit: Use POST /units/addAsset to assign an asset to a unit. Provide the unit and asset names in the JSON body.

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2. Assets API

The Assets API allows you to manage assets in CopilotX.

• Retrieve All Assets: Use GET /assets to obtain a list of all assets.

• Get Asset by ID: Use GET /assets/{id} to fetch details about a specific asset by its ID.

• Find Asset by Name: Use GET /assets/?assetName={assetName} to locate an asset by its name.

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3. User API

This API is for retrieving information about CopilotX users and managing their work on tickets.

• Get Current User Information: Use GET /me to obtain information about the current user and their assigned tickets.

• Log Work Hours on a Ticket: Use POST /me/workonticket to record hours worked on a specific ticket. Provide the ticket name and the number of hours in the JSON body.

• Retrieve All Users: Use GET /users to get a list of all registered users.

• Get User by ID: Use GET /users/{id} to get details of a user by their ID.

• Filter Users by Attributes:

  • By name: GET /users/?userName={userName}
  • By ticket assignment: GET /users/?ticketName={ticketName}
  • By skill: GET /users/?skill={skill}
  • By certification: GET /users/?certification={certification}
  • By role: GET /users/?role={role}
  • By available hours this month: GET /users/?hoursAvailable={hoursAvailable}

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4. Tickets API

The Tickets API supports operations for managing and updating tickets.

• Retrieve All Tickets: Use GET /tickets to list all available tickets.

• Get Ticket by ID: Use GET /tickets/{id} to retrieve a specific ticket by its ID.

• Find Tickets by Ticket Name or User:

  • By ticket name: GET /tickets/?ticketName={ticketName}
  • By user name: GET /tickets/?userName={userName}
  • By ticket owner’s name: GET /tickets/?ownerName={ownerName}

• Create a New Ticket: Use POST /tickets/create to create a ticket. The ticket name, description, owner’s name, asset, and priority should be specified in the JSON body.

• Update an Existing Ticket: Use POST /tickets/update to update a ticket's information, such as its description or priority.

• Assign a User to a Ticket: Use POST /tickets/assignUser to add a user to a ticket. The user’s role and forecasted hours can also be specified.

• Add a Comment to a Ticket: Use POST /tickets/comment to leave a comment on a specific ticket. Include the ticket name, username, and comment text.

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This guide provides a high-level overview of each endpoint. For implementation, ensure requests align with the endpoint’s method (GET or POST) and that the required JSON body or parameters are provided as specified.

Pre-requisites & Setup Instructions

Prerequisites

• Visual Studio Code
• NodeJS 18.x
• Teams Toolkit extension for VS Code NOTE: If you want to build new projects of this nature, you'll need Teams Toolkit v5.6.1-alpha.039039fab.0 or newer
• Teams Toolkit CLI (npm install -g @microsoft/teamsapp-cli)
• (optional) Postman

• [Azure Subscription]

Setup instructions

1. Log into Teams Toolkit using the tenant where you will run the sample.

2. If your project doesn't yet have a file env/.env.local.user, then create one by copying env/.env.local.user.sample. If you do have such a file, ensure it includes these lines.

SECRET_STORAGE_ACCOUNT_CONNECTION_STRING=UseDevelopmentStorage=true

1. OPTIONAL: Copy the files from the /sampleDocs folder to OneDrive or SharePoint. Add the location of these files in the OneDriveAndSharePoint capability in the declarative copilot (/appPackage/).

Adaptive Cards and Prompts to try

Prompts to try: 'Ticket Creation and Fetch the details of the ticket logged': can you help me with creation of ticket by name Ticket 1 with Peter as owner. Make it a high priority ticket and tag it to Asset 3. Log ticket description as "chemical gas leak from asset 3"

Prompts to try: 1.Conversation Starters 2.Can you retrieve the details of Unit 18

Prompts to try:What tickets are assigned to User

Ticket Management

Prompts to try: Add 5 hours on Overheating in conveyor ticket

Prompts to try: Add Jane Smith as technician on Welding Machine Fault ticket

Prompts to try: Can you tell me what all users are assigned to welding machine fault ticket

Prompts to try: Can you translate this into Hindi, Can you translate this into Bengali

Prompts to try: Sharepoint Document in Resolution: Can you retrieve the details conveyor belt maintenance

Prompts to try: Can you give me the list of all units under management

Version History

Version	Manifest version	Date	Author	Comments
1.0	1.xx	November, 2024	Swati Arora	Initial release for Internal Repeatable IP

Next Releases

• SAP Connector, Custom Vision to be added in next version
• Tailoring for Retail and Healthcare verticals