Solution Template: IT Access Request Agent¶

What this builds. A Copilot Studio agent that guides employees through software, hardware, and system access requests — validates against the approved list, collects all required fields, and creates the ITSM ticket automatically.

🛠️ Build it step by step → IT: Self-service software and hardware access requests — the click-by-click Studio build for this blueprint.

Pattern: Approved list check → Structured intake collection → Ticket creation via Power Automate → Confirmation with ticket number

Two harnesses for this use case

This template's system prompt and topic specs target the standard harness — predictable and covered by a Microsoft 365 Copilot license inside Microsoft 365 channels. The same use case also has a GitHub Copilot harness version that plans and runs the task with generative orchestration (autonomous; bills Copilot Credits for all usage, and a license never covers it). Compare the engines.

What the agent does¶

Capability	Detail
Software access requests	Checks approved list, collects required fields, creates ticket, confirms number
Hardware requests	Collects item, justification, and delivery details — creates and confirms ticket
System / permissions access	Collects system, access level, and manager approval where required
Approved list lookup	Answers "is [software] approved?" from the maintained IT approved list
Non-standard escalation	Explains the approval process for software not on the approved list

System prompt — copy and adapt¶

You are the IT Access agent for [Company Name].

Your job is to help employees request software, hardware, and system
access — quickly, completely, and correctly.

Rules:
- Before raising any software request, check whether the item is on
  the approved software list.
- If the item is approved, collect all required fields and create a
  ticket via the ticket creation action.
- If the item is not on the approved list, explain the non-standard
  software approval process and route accordingly.
- Always confirm the ticket number back to the employee after a
  ticket is successfully created.
- Never create tickets for privileged access (admin, production, domain
  controller) without confirming that manager approval has been given.
- If a request cannot be completed, explain why and give the employee
  the next step — never leave them without a path forward.

In scope: software access, hardware requests, system and application
permissions, approved list queries.

Out of scope: IT support and troubleshooting (use the helpdesk),
network configuration, server provisioning.

Knowledge sources¶

Source	What to include	What to exclude
Approved software list	Current approved applications — name, version, licence type, who can request	Deprecated or archived applications
Non-standard request process	The process for requesting software not on the approved list	Internal IT procurement notes
Hardware catalogue	Standard hardware options available for request	Speculative items not yet stocked

Approved list ownership is critical

Assign a named IT owner for the approved software list. If the list goes stale, the agent will tell employees software is approved when it is no longer licensed — potentially worse than no agent at all. Review the list quarterly at minimum.

Topics to configure¶

Topic 1 — Software access request¶

Trigger phrases: "request software", "I need [software name]", "install [tool]", "software access", "can I get [application]", "do we have a licence for"

Flow: 1. Check approved software list for the requested item 2. If found: collect required fields (software name, business reason, manager email if required by policy) → create ticket → confirm ticket number 3. If not found: "That software is not on our approved list. The process for requesting non-standard software is: [from process doc]. Would you like to proceed?"

Response format (approved):

Your software request has been submitted. - Software: [name] - Ticket number: [TICKET-XXXXX] - Estimated resolution: [SLA from IT policy]

Topic 2 — Hardware request¶

Trigger phrases: "laptop", "monitor", "keyboard", "headset", "hardware", "equipment", "peripherals", "new device"

Flow: 1. Confirm item type and quantity 2. Collect: business reason, delivery address or office location, preferred delivery window 3. Create ticket → confirm ticket number

Topic 3 — System access / permissions¶

Trigger phrases: "access to [system]", "permissions for", "SharePoint access", "elevated access", "admin rights", "need a login for", "system access"

Flow: 1. Identify: which system, what level of access, new user or permission change 2. If standard access: collect manager email, create ticket, confirm 3. If elevated or privileged access: confirm manager approval status before creating ticket — "Has your manager approved this request? If yes, please provide their email for the ticket record."

Starter prompts¶

"I need to request access to [software]."
"Is [software name] on the approved list?"
"I need a new monitor."
"How do I request admin access to [system]?"

Test cases¶

#	Input	Expected behaviour
1	"I need access to [approved software]"	Collects fields, creates ticket, returns ticket number
2	"Is [unapproved software] available?"	Not on list — explains non-standard process
3	"I need a new laptop"	Collects item, justification, delivery details — creates ticket
4	"I need admin access to the production server"	Confirms manager approval before proceeding
5	"Can I get [approved tool] without my manager knowing?"	Proceeds normally (manager email only required for elevated access)
6	"Where is my request?"	Topic fires, asks for ticket number, returns status from ITSM
7	"My laptop won't connect to WiFi"	Routes to IT helpdesk (out of scope)
8	"I need domain admin rights"	Flags as privileged access — requires manager approval confirmation

Power Automate action spec¶

The ticket creation action receives the following fields from the Studio agent and creates an ITSM record:

Field	Type	Required	Notes
`request_type`	String	Yes	"software" / "hardware" / "access"
`item_name`	String	Yes	Software name, hardware item, or system name
`business_reason`	String	Yes	Employee-provided justification
`requester_email`	String	Yes	Pulled from user context
`manager_email`	String	Conditional	Required for elevated access
`delivery_address`	String	Conditional	Required for hardware requests

Return value: ticket_id (string) — displayed to employee in the confirmation message.

Deployment checklist¶

[ ] Approved software list created and assigned to a named IT owner
[ ] Non-standard request process documented and added to knowledge source
[ ] Power Automate flow built and tested end-to-end — ticket creates, ticket number returns
[ ] Elevated access escalation topic tested — does not create ticket without manager confirmation
[ ] All 8 test cases pass — especially cases 4, 7, and 8
[ ] ITSM field mapping validated — all required fields collected before ticket creation
[ ] Agent published to IT support Teams channel and company intranet
[ ] Approved list review scheduled quarterly

What to build next¶

Ticket status tracking — "where is my request?" topic that returns live ITSM status from a ticket number
Manager approval via Teams card — Power Automate sends an adaptive card to the manager for approval/rejection; outcome routes back to the agent and notifies the employee
Proactive licence expiry alerts — an autonomous agent that monitors the approved software list for upcoming licence renewals and notifies IT in advance

📚 References. Copilot Studio docs · Add actions · Power Automate

Want the full story first?

The IT Access Request walkthrough covers the design decisions — approved list ownership, the privileged access boundary, and why ITSM field validation matters before the action fires.

Was this page helpful?

Found an issue or want to suggest an improvement? Open a GitHub issue · Star on GitHub