---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Citrix session pre-built topics for ITSM Virtual Agent

# Citrix session pre-built topics for ITSM Virtual Agent {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Users can reset any Citrix desktop or
application session using Virtual Agent conversation flows. Users can also
provision a Citrix desktop or application.
Natural Language Understanding (NLU) is used to identify and
trigger the Citrix action that a user wants to perform.

Requirement: [Citrix IT Service Management Connector](https://store.servicenow.com/sn_appstore_store.do#!/store/application/bb5ca9a2db9bd700677d3437b996190f/)
(x_cion_citrix_it_s)

<br />

## Provision Citrix Desktop/Apps {#manage-citrix-convo-flow__section_tf1_rw4_vrb}

Virtual Agent can provision a Citrix desktop or an
application directly from a conversation.​ The user selects the session type. When
requesting a desktop, Virtual Agent asks for the OS and returns the requested
item details.

When requesting an application, Virtual Agent sends a link to the Service Portal, where the user can submit the request.

Virtual Agent sends an actionable notification to the user to inform them
once the desktop or application has been provisioned, or if the provisioning was
unsuccessful.

This topic uses the Request Catalog Item [Service Catalog topic
block](https://www.servicenow.com/docs/access?context=request-topic-blocks-va&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Reset Citrix Sessions {#manage-citrix-convo-flow__section_a2r_w5l_gqb}

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.

If the user does not have any sessions available to reset, Virtual Agent can
open an Incident on behalf of the user.

This topic uses the Create Incident [topic
block](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.").