IT Issues pre-built topics for ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of IT Issues Pre-built Topics for ITSM Virtual Agent

    IT Issues pre-built topics for the ITSM Virtual Agent are designed to automate responses for common IT-related problems, enhancing user experience and efficiency in troubleshooting. These topics cover a range of issues, including email setup, VPN connectivity, and hardware problems.

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    Key Features

    • Collaboration Applications: Users can troubleshoot issues with collaboration software like Cisco Webex, Zoom, and Microsoft Teams. If static help content is insufficient, users can perform AI or contextual searches based on system settings.
    • Email Issues: Users can seek assistance for sending/receiving email problems and email client configurations.
    • Guest WiFi Access: Guests can request WiFi access easily.
    • Hardware Issues: Users can troubleshoot specific hardware problems with the help of contextual searches and incident creation.
    • Local Admin Access: Users can request temporary admin rights on specific devices, with automatic revocation after a set time.
    • Meeting Room Issues: Assistance is available for conferencing, sound, display, and connectivity issues in meeting rooms.
    • Printer Issues: Users can report printer problems like ink issues and connectivity, and leverage Issue Auto Resolution.
    • Repository Access: Users can request access to data repositories or create incidents for access issues.
    • RSA Token: Users can request new RSA tokens or report issues with existing tokens.
    • Slow Computer Troubleshooting: Assistance for performance issues related to low RAM or slow computers is available.
    • VPN Connectivity: Users can get help with VPN connections to access business systems remotely.

    Key Outcomes

    By utilizing these pre-built topics, ServiceNow customers can streamline IT support processes, reduce resolution times, and enhance user satisfaction. The Virtual Agent's ability to customize responses and perform searches ensures users receive relevant assistance tailored to their specific needs.

    IT Issues topic conversations are designed to automate common IT-related issues, such as email setup, VPN connectivity, and conference room problems.

    Collaboration Applications

    Users can use Virtual Agent to troubleshoot common issues with collaboration software, such as Cisco Webex, Zoom, and Microsoft Teams. This topic uses topic blocks that can be customized for your environment. If the user isn't satisfied with the static help content for the issue they're facing, they can perform an AI search or Contextual search. The type of search is dictated by the system property sn_itsm_va.fallback_search_option.​

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident
    • Troubleshoot Cisco Webex
    • Troubleshoot Microsoft Teams
    • Troubleshoot Zoom

    Collaboration Application topic.

    Email Issues

    Users can request help with email problems, such as issues sending and receiving email or problems with the email client.

    Email Issues topic.

    Email Setup

    Users can request help with email access or setting up an email account accessible by computer or phone. Users can also request help with configuring email or setting up web mail.

    Email Setup topic.

    Guest WiFi Access

    Guests to your company can obtain WiFi access.

    Guest WiFi Access topic.

    Hardware Issues

    Users can troubleshoot specific hardware issues.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    Local Admin Access

    Users can request and gain admin rights and permission to install or access software and other admin-related items within your system.

    Virtual Agent grants admin access and removes the access for all users on the device after the designated time period (except users listed in DEFAULT_ADMIN_USERS).

    When the user requests help with admin access, Virtual Agent asks the user to select the device they would like admin privileges for.

    Requirements:
    • Agent Client Collector spoke (com.sn.acc.spoke)
    • Applies to macOS users only

      If the user selects another operating system, Virtual Agent provides relevant KB articles.

    Local Admin Access topic.

    To set up and use the Local Admin Access topic, refer to Set up the Local Admin Access topic.

    Meeting Room Issues

    Users can request help with meeting room issues, such as conferencing problems, sound issues, display, connectivity, sharing, and more.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    Meeting Room Issues topic.

    Printer Issues

    Users can request help with issues associated with a printer, such as no ink, printer not working, or connectivity problems. This topic can be used with Issue Auto Resolution.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    Printer Issues topic.

    Repository Access

    Users can request and gain access to a data repository manually, or choose from preloaded available repositories.

    This topic uses the Create Incident topic block.

    Repository Access topic.

    RSA Token

    Users can request an RSA token or report a problem with an RSA token. Users can also request help with the setup of an RSA token.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    RSA Token topic.

    Troubleshoot Slow Computer

    Users can request help associated with a slow computer, such as low RAM.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    Troubleshoot Slow Computer topic.

    VPN Connectivity

    Users can request help with connecting to VPN or setting up VPN to access business systems from remote locations.

    This topic uses the following topic blocks:
    • Contextual Search
    • Create Incident

    VPN Connectivity topic.