Overview

Summit AI is an IT Service Management tool that allows enterprises to manage incidents, service requests & catalog, changes etc. The Summit AI connector enables Leena AI Agents to integrate with Summit AI, facilitating automated service request management, catalog operations, and attachment handling workflows.

API Details

Leena AI integrates with Summit AI via REST APIs using API key-based authentication.

Setup

The Summit AI connector uses API key-based authentication.

Prerequisites

Before setting up the Summit AI connector, ensure you have:

• Administrator access to your Summit AI instance
• Ability to generate API keys in Summit AI
• Access to your Leena AI workspace with connector management permissions
• Knowledge of your Summit AI instance configuration details

Get credentials

Here is how to obtain the required credentials from Summit AI:

1. Log in to your Summit AI instance as an administrator
2. Navigate to the Integrations settings section
3. Generate an API key for use with Leena AI integrations
4. Note down the following details:
   • Base URL of your Summit AI instance
   • Instance name (default is "IT" unless customized)
   • API Key
   • Proxy ID (located under Integrations settings)
   • Org ID (found in organization settings or company profile section)

Add connection

Here is how to add a connection on Leena AI:

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "Summit AI" and select it from the list to add its new connector
4. Start configuring the connector
   • Base URL: The base URL for the API endpoints specific to your Summit AI instance (e.g., https://dev-itsm.leena-ai.com)
   • Instance: A name that identifies a business unit, entity, or department. The default instance name is "IT", but it can be changed to any word
   • API Key: The generated API key for API executions
   • Proxy ID: The unique identifier for a proxy, associated with integration proxies
   • Org ID: The organization ID tied to your organization's configuration in Summit AI
5. Save the connector configuration

Actions

The following actions are supported for the Summit AI connector:

Create Service Request

Creates a service request in Summit AI on behalf of the user. The Agent can leverage the skill (workflow), which has been designed to create a new service request in Summit AI, once the user raises a query to do so. This action is predominantly used by Leena AI Orchestrator (Autonomous Agents) to create a service request.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "Catalog ID": "New_desktop",
  "Logged by Email ID": "[email protected]",
  "Requester email ID": "[email protected]",
  "Request payload": {}
}

Response

Upon successful creation, the action returns the created service request details including service request ID and confirmation status.

Use Cases

An employee prompts Virtual Assistant about laptop slowness. After executing troubleshooting steps, Virtual Assistant orchestrator decides to raise a service request in Summit AI on behalf of the employee.

List Catalog Items

Retrieves eligible/applicable catalog items for an employee/user in Summit AI. This is an internal action primarily used by Leena AI Orchestrator to fetch catalog items available to a specific user. This action is required before raising a Service Request in order to identify the catalog items for an employee and corresponding IDs.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "User ID": "[email protected]",
  "Category ID": "Hardware_items"
}

Response

The action returns a list of catalog items available to the specified user, including catalog IDs and item details.

Use Cases

An employee prompts Virtual Assistant about laptop slowness. After executing troubleshooting steps, Virtual Assistant orchestrator decides to raise a service request in Summit AI on behalf of the employee. But before raising a service request, the Orchestrator leverages this action to identify whether employee is eligible for this catalog item or not.

Get form of a catalog item

Retrieves required details to raise a service request against a catalog item. This is an internal action primarily used by Leena AI Orchestrator to fetch the form fields and details needed to create a service request for a specific catalog item.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "Catalog ID": ""
}

Response

The action returns the form structure and required fields for the specified catalog item.

Use Cases

An employee prompts Virtual Assistant about laptop slowness. After executing troubleshooting steps, Virtual Assistant orchestrator decides to raise a service request in Summit AI on behalf of the employee. But before raising a service request, the Orchestrator leverages this action to identify fields/details which are required from the employee to raise service request.

Upload attachment for a service request

Adds an attachment to a raised service request. The Agent can leverage the skill (workflow), which has been designed to upload supporting documents or files to an existing service request in Summit AI.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "Service Request ID": "SR10023",
  "File Name": "",
  "File Data": ""
}

Response

Upon successful upload, the action returns confirmation of the attachment upload and associated details.

Use Cases

An employee prompts Virtual Assistant about laptop slowness. After executing troubleshooting steps, Virtual Assistant orchestrator decides to raise a service request in Summit AI on behalf of the employee. Virtual Assistant leverages this action to upload supporting attachments for the service request.