Actionable notifications for Service Catalog requests in ITSM Virtual Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Actionable notifications for Service Catalog requests in ITSM Virtual Agent

    This functionality enables ServiceNow customers to notify employees about updates and tasks related to Service Catalog requests through actionable notifications delivered by the ITSM Virtual Agent. These notifications help keep requesters and approvers informed and engaged directly within the Virtual Agent chat interface, streamlining communication and task resolution.

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    To enable these notifications, activation within Workflow Studio is required.

    Key Features

    • Citrix Provision Notification: Notifies end users about changes to Citrix sessions or applications with pre-built topics available.
    • Request Approved or Rejected: Sends notifications to requesters about generic Service Catalog request status changes, allowing them to view details or dismiss.
    • Requested Item Approval Reminder: Notifies approvers of pending Service Catalog requests with options to approve, reject, or add comments directly in chat.
    • Requested Item Commented: Alerts requesters when new comments are added to their requests, showing recent comments and enabling them to add their own inline.
    • Requested Item On Behalf of Requester: Informs end users when a request is made on their behalf, with options to view details, comment, or skip.
    • Requested Item Update: Notifies requesters whenever the state of their Service Catalog request changes, with options to review or skip.
    • Software Installation Requests: Allows users to submit software requests via a Software Catalog link. Upon approval, actionable notifications inform users that the software is assigned and will be available soon. Users can access the Software Center and view related Knowledge Base articles directly from the Virtual Agent chat.

    Practical Considerations

    • Activation of actionable notifications must be done through Workflow Studio.
    • For software installation notifications, end users must utilize Client Software Distribution.
    • Administrators can configure which Knowledge Base articles appear by modifying the snitsmva.catitemrelatedkb system property that defines the table source.

    Benefits for ServiceNow Customers

    By leveraging actionable notifications in ITSM Virtual Agent, customers can enhance user engagement and efficiency by enabling requesters and approvers to receive timely, interactive updates directly within their chat interface. This reduces delays in approvals, improves communication around request changes, and provides quick access to relevant information and actions without navigating away from Virtual Agent.

    Notify employees of Service Catalog tasks and alerts with notifications from ITSM Virtual Agent.

    You must activate these notifications in Workflow Studio. For details, see Set up actionable notifications for ITSM Virtual Agent.

    Citrix provision notification

    End users are notified whenever a change occurs to a Citrix session or application. For information about pre-built topics for Citrix, see Citrix session pre-built topics for ITSM Virtual Agent.

    Request approved or rejected

    Virtual Agent sends a notification to the requester of a generic Service Catalog request. The requester can choose to view the details or skip the notification.

    Requested Item approval reminder

    Virtual Agent sends a notification to the approver of a Service Catalog request. The approver can choose to view the request details or skip the notification.

    Approvers can approve or reject the request directly in the chat. Approvers can also add comments to rejected requests directly in the chat.

    Requested item approval reminder.

    Requested item commented

    Virtual Agent sends a notification to employees who have requested Service Catalog items when a new comment is added to the request. Requesters can choose to view the comment or skip the notification.

    If the requester selects View Comment, Virtual Agent displays the three most recent comments and the requester can choose to add their own comment.

    Notification for Requested item commented.

    The requester enters a comment and Virtual Agent adds the new comment directly from the chat.

    Requested item on behalf of requester

    Virtual Agent sends a notification to an end user when a Service Catalog request is opened on the end user's behalf. The requester can choose to view request details, add comments directly in the chat, or skip the notification.

    Requested item on behalf of requester notification.

    Requested Item Update

    Virtual Agent sends a notification to the requester of a Service Catalog request any time the state changes. The requester can choose to view the details or skip the notification.

    Software Installation

    End users (requesters) can submit a request for software from the Software Catalog by selecting the link displayed under Use the link below to submit your request.

    Submitting a software request.

    When the submitted request is approved, Virtual Agent sends an actionable notification to the end user letting them know that the software has been assigned and will be available soon.

    Note:
    End users must be using Client Software Distribution.

    Software assigned.

    The requester can do the following:
    • See details about the software request by selecting Take me to the software center.
    • See a list of relevant Knowledge Base (KB) articles, if any, by selecting OK, I'm done.

      By default, Virtual Agent displays the articles included in the sc_2_kb table. An admin can define which table is used by changing the value of the sn_itsm_va.cat_item_related_kb system property.