Actionable notifications for Service Catalog requests in ITSM Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Actionable notifications for Service Catalog requests in ITSM Virtual Agent

    Actionable notifications enable employees to receive updates about Service Catalog tasks and alerts through the ITSM Virtual Agent. To utilize these notifications, they must be activated in Flow Designer. This functionality enhances communication around Service Catalog requests, ensuring users are informed of important changes and actions.

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    Key Features

    • Citrix Provision Notification: Users are informed of changes to their Citrix sessions or applications.
    • Request Approved or Rejected: Requesters receive notifications about the status of their Service Catalog requests, with options to view details or skip notifications.
    • Approval Reminder: Approvers are notified of pending requests and can approve or reject directly in the chat, including adding comments to rejected requests.
    • Comment Notifications: Users receive alerts when new comments are added to their requests, with options to view and respond directly in the chat.
    • On Behalf Notifications: Users are notified when a request is submitted on their behalf, allowing them to view details or comment through the chat.
    • State Change Notifications: Requesters are updated whenever the state of their request changes, with options to view or skip the notification.
    • Software Installation Notifications: Users can request software and receive notifications upon approval, including options to view details or relevant Knowledge Base articles.

    Key Outcomes

    By implementing actionable notifications, ServiceNow customers can improve user engagement, streamline request management, and enhance the overall efficiency of Service Catalog processes. Users can stay informed and take necessary actions quickly, all within the chat interface. This leads to a more responsive and user-friendly experience when managing IT services.

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

    You must activate these notifications in Flow Designer. 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.