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Integrations for Service Desk & Digital Workplace Place (DWP) Automation

Introduction​

You can integrate enterprise systems such as ITSM, IAM, DEX, and endpoint-management tools to our Agent AI using APIs in the AI Agent Builder.

These integrations allow the AI Agent to:

  • Perform operational tasks (for example, reset a device, create a ticket)
  • Retrieve contextual data from connected systems
  • Trigger automated actions across Service Desk and Digital Workplace (DWP) environments

Each integration setup is modular, API-driven, and can work seamlessly within enterprise ecosystems.

For systems requiring endpoint-level operations, a Workplace Self-Service Agent is installed on user devices or environments. This agent acts as the execution layer, enabling remote troubleshooting, script-based actions (e.g., PowerShell), and device management while APIs handle orchestration and control.

How to Use This Guide​

Each API reference in this guide follows a consistent structure to help you easily configure and test APIs within the Automation → API section of your platform.

You can use this documentation to:

  • Understand the request type and endpoint required for each integration.
  • Identify parameters, headers, and body components to configure the API in the platform.
  • Test the API and verify the response directly within the platform’s interface.

Steps to Configure and Test an API​

  1. Go to Automation > Build > API and click + Add new API.
  2. In the configuration screen:
    1. Select the HTTP method (GET, POST, PUT, or DELETE).
    2. Enter the API endpoint as shown in this document.
  3. Switch to the respective tabs to add the necessary details:
    • Params tab — Add query or path parameters.
    • Header tab — Add authorization or content-type headers.
    • Body tab — Include request body (for POST or PUT APIs).
  4. Click Send to test the API.
    • The system displays an input screen where you can enter dynamic values (e.g., tokens, device IDs) for real-time testing.
    • Review the response in the output panel to validate success.
    • Once verified, Save the configuration. You can now use this API in Agent AI flows or workflows.

For a detailed guide on how to add APIs, refer to the Add API Manually guide.

note

Ensure you test your API configuration using the built-in API Test Console before linking it with any automation or Agent AI flow.