The message lands in the PAW IT Helpdesk Assistant mid-morning: "My VPN keeps disconnecting. I raised a support ticket yesterday. Can you check whether IT has updated it?" A plain chatbot can only apologize and list troubleshooting steps. Our assistant already does better, because it can search the approved PAW Labs VPN Troubleshooting Guide. But neither answer tells the employee what is happening to their ticket, because the ticket lives in a database the assistant cannot see. This chapter closes that gap and shows you exactly how to set it up. In the earlier Microsoft Copilot Studio Tutorial: Build an AI Agent That Troubleshoots Problems and Creates Support Tickets , we built the PAW Labs VPN assistant and its first ticket-creation action. Here we give it a SQL Server backend, teach the SQL as we go, and walk through the Copilot Studio setup for every tool: look up tickets, check one ticket, create a ticket after confirmation, and send an escalation request. Each SQL scri...
