Skip to main content

ALVAO Service Desk MCP Server (Preview)

This module contains an MCP server that exposes ALVAO Service Desk to AI Agents such as Microsoft Copilot. The module is available starting with version 26.2.

Technical requirements and deployment​

This module is preview and is available to customers on request. Please contact ALVAO technical support for deployment instructions.

MS Copilot agent tools​

FindTickets tool​

  • Searches for tickets based on various criteria
  • Supported filters:
    • TicketId - The ID of a specific ticket to retrieve.
    • SearchTerm - The search term to use for finding tickets in name, description, etc.
    • State - The state/status of the ticket (e.g., 'Open', 'Resolved', 'Closed', etc.).
    • Priority - The priority level of the ticket (e.g., 'Low', 'Medium', 'High', 'Critical').
    • Requester - The name of the requester who created the ticket.
    • Solver - The name of the solver assigned to the ticket.
    • Service - The name of the service/section the ticket belongs to.
    • SlaName - The SLA name associated with the ticket.
    • Expand - Whether to include related entities (e.g., 'requester,service,coRequesters,objects,state').1
    • Limit - Maximum number of tickets to return (default: 50).
    • Skip - Number of tickets to skip for pagination.
    • OrderBy - Field to order results by (default: 'id').
    • OrderDirection - Order direction - 'asc' or 'desc' (default: 'desc').
    • SpecialBehavior
    • custom items

ChangeTicketState tool​

  • Change state of a ticket
  • Supported parameters:
    • TicketId - The ID of the ticket to change state for.
    • StateName - The new state to set for the ticket. Use either this OR stateId.
    • StateId - The ID of the new state to set for the ticket. Use either this OR stateName.
    • CommentHTML - Optional HTML comment to add when changing the state.
    • CommentForApprovers - Optional comment specifically for approvers (if the state requires approval).
    • CommentForRequesters - Optional comment specifically for requesters.
    • IncludeNextState - Whether to include next available states in the response (default: false).

FindObjects tool​

  • Searches for objects based on various criteria
  • Supported filters:
    • ObjectId - The ID of a specific object to retrieve.
    • Name - The name of the object to retrieve.
    • Path - The path to the object to retrieve or to a subtree of objects.
    • Type - The type of the object to retrieve. (e.g., 'Computer', 'Phone').
    • SearchInTemplates - Should include templates in the result.
    • PropertyName + PropertyValue
      • The name of the property to filter by.
      • The value of the property to filter by.
      • Both have to be filled in order to use the filter
    • SearchTerm - The search term to use for finding objects in name, description, etc.
    • Limit - Maximum number of objects to return (default: 50).
    • Skip - Number of objects to skip for pagination.
    • Order by - Field to order results by (default: 'id').
    • OrderDirection - 'asc' or 'desc' (default: 'desc').

MoveObject tool​

  • Move a specified object to a different destination.
  • Supported parameters:
    • ObjectId - The ID of the object to be moved.
    • NewParentObjectId - The ID of the new destination object.
    • PathToObject - The path to the object to be moved.
    • PathToDestination - The path to the new destination.
  • IDs are prioritized, paths are used only when IDs are not used. Empty destination and destination path lead to relocation to the tree root.

GetTicketCommunication tool​

  • Supported parameters:
    • TicketId - Id of the ticket to get communication for

AssignTicketToSolver​

  • Supported parameters:

    • TicketId
    • One of
      • SolverId
      • SolverName
      • SolverTeamId
      • SolverTeamName

  • If more than one solver or solver team is found, warning is returned with a list of available solvers / teams

GetRelationsOfTicket​

  • Supported parameters:
    • TicketId

CreateMessage​

  • Creates a note to a specified ticket.
  • Supported parameters:

    • TicketId

    • Subject

    • Message

    • MessageType

UpdateTicket​

  • Supported parameters:
    • TicketId
    • CustomItems

GetTicketCommunication​

  • Supported parameters:

    • TicketId

AssignObjectToUser​

  • Attempts to find Person, if more are found (by name), returns warn + list of people to choose from. If exactly one person was found, tries to assign the object (person responsible for), if the property is not available on the object, tries to find a person object and move the assigned object as his child.
  • Supported parameters:
    • One of
      • ObjectI
      • Path to object
    • One of

      • PersonId

      • Person Name

GetInstalledSwOnDevice​

  • Supported parameters:
    • One of
      • ObjectId
      • PathToObject

GetLinksToObjects​

  • Supported parameters:
    • One of
      • ObjectId
      • PathToObject

GetLinksToTickets​

  • Supported parameters:
    • One of

      • ObjectId

      • PathToObject

FindKnowledge​

  • Supported parameters:

    • Search term

ConfirmAction​

  • Supported parameters:
    • UUID of sensitive action