IT Issues pre-built topics for ITSM Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of IT Issues pre-built topics for ITSM Virtual Agent

    The IT Issues topic for the ITSM Virtual Agent automates support for common IT-related problems, including email setup, VPN connectivity, and collaboration tool issues. It enables users to troubleshoot efficiently and access help resources through customizable topic blocks.

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    Key Features

    • Collaboration Applications: Troubleshoot issues with applications like Cisco Webex, Zoom, and Microsoft Teams.
    • Email Issues: Assistance with sending/receiving emails and email client setup.
    • Guest WiFi Access: Facilitation of WiFi access for guests.
    • Hardware Issues: Troubleshooting of specific hardware problems.
    • Local Admin Access: Requests for temporary admin rights on devices, applicable only to macOS users.
    • Meeting Room Issues: Support for conferencing, sound, display, and connectivity problems in meeting rooms.
    • Printer Issues: Help with printer malfunctions, including connectivity and ink problems.
    • Repository Access: Requests for access to data repositories.
    • RSA Token: Help with requesting or troubleshooting RSA tokens.
    • Troubleshoot Slow Computer: Assistance with performance issues related to slow computers.
    • VPN Connectivity: Support for VPN connection and setup.

    Key Outcomes

    By utilizing these pre-built topics, ServiceNow customers can improve response times for IT support requests, enhance user satisfaction, and reduce the need for direct IT intervention. This allows IT teams to focus on more complex issues while providing immediate assistance for common problems.

    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.