Actionable notifications for Service Catalog requests in ITSM Virtual Agent

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

    ServiceNow's ITSM Virtual Agent enables actionable notifications for Service Catalog requests, enhancing communication with employees about task statuses and alerts. These notifications are designed to keep requesters and approvers informed and engaged through interactive chat-based updates. Activation of these notifications requires configuration in Workflow Studio.

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    Key Features

    • Citrix Provision Notification: Notifies end users about changes to Citrix sessions or applications, integrating with pre-built Citrix topics.
    • Request Approved or Rejected: Sends notifications to requesters when their generic Service Catalog requests are approved or rejected, allowing them to view details or dismiss the notification.
    • Requested Item Approval Reminder: Alerts approvers of pending approvals with options to view details, approve or reject directly in chat, and add comments on rejections.
    • Requested Item Commented: Notifies requesters when new comments are added to their requests, enabling them to view recent comments and add their own through the chat interface.
    • Requested Item On Behalf of Requester: Informs end users when requests are made on their behalf, with options to view details, add comments, or skip notifications.
    • Requested Item Update: Updates requesters of any state changes to their Service Catalog requests, allowing quick access to details.
    • Software Installation Notifications: Enables end users to request software via the Software Catalog and receive actionable notifications upon approval about software assignment and availability. Users can access the software center directly and review related Knowledge Base articles.

    Practical Benefits for ServiceNow Customers

    • Improves user engagement and transparency by delivering timely, interactive notifications about Service Catalog requests.
    • Empowers approvers to take immediate action within the Virtual Agent chat, streamlining approval workflows.
    • Facilitates communication and collaboration by enabling comment exchanges directly through chat notifications.
    • Supports software request fulfillment with integrated notifications that guide users to software resources and related knowledge articles.
    • Customization options through system properties allow administrators to tailor related Knowledge Base content presented to end users.

    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.