New in July Store release:
Solutions
IntegrationHub solutions are out-of-the-box collections of ServiceNow or partner apps combined with spokes and plugins that once assembled (install and configure only - no coding, customization, or custom integration required) provide a complete, end-to-end solution for common use cases across IT, Employee, and Customer workflows.
Virtual Agent for Citrix ITSM Connector
Identified by clustering analytics business value assessments (BVA) at over 600 accounts as one of the top 5 automation opportunities - as measured by the potential time and cost savings of automating an existing manual incident or request process - Citrix Virtual Apps and Desktops session reset incidents require manual IT Admin intervention which can result in resolution delays and higher IT support costs. By automating the ability to reset sessions, organizations can improve productivity and end user experiences
For an idea of how much time and money this can cost customers, at one financial services customer with about 10K employees, having IT service desk agents manually reset stuck Citrix sessions is costing them $95K in lost productivity for IT agents alone to manually resolve 12K incidents per year, with an average MTTR of 17 hours! Not to mention the lost employee productivity that also results from this slow, manual process. This solution completely automates this away and drives benefits across the board, deflecting the incident away from IT, freeing up IT support for higher value work, and delivering fast, 24x7 self-service resolution wherever employees are.
This major enhancement to the Citrix ITSM Connector app adds support for Virtual Agent in Service Portal, Now Mobile, Teams, and Slack - on top of the existing Now Platform UI and Service Portal/service catalog request item that comes out of the box with the Citrix ITSM Connector.
Virtual Agent provides a list of possible sessions to reset, and the user can choose to reset an individual session or all sessions at once.
The solution is available as part of Virtual Agent ITSM Conversations and requires the Citrix ITSM Connector.
Flow Templates
Flow Templates are complete flows that can be added to apps in App Engine Studio
Flow Templates for CRM (Microsoft Dynamics CRM spoke)
- Create a Microsoft Dynamics Case when a case is created
- Update a Microsoft Dynamics Case when a case is updated
- Create a Microsoft Dynamics Case from the Service Catalog
- Create a Microsoft Dynamics Opportunity from the Service Catalog
Flow Templates for DevOps (Jira, Jenkins, Ansible spokes)
- Update a Jira Ticket when a record is updated
- Add a Jira Comment when a Work Note is added to a record
- Execute a Jenkins Job from the Service Catalog
- Launch Ansible Template from the Service Catalog
