IT Issues pre-built topics for ITSM Virtual Agent

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

    The IT Issues pre-built topics for the ITSM Virtual Agent are designed to streamline and automate resolution of common IT-related problems encountered by users. These cover a wide range of typical issues such as email setup, VPN connectivity, hardware problems, and collaboration tool troubleshooting. The topics are customizable to fit your specific environment and include fallback options like AI or contextual search if static help content is insufficient.

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    Key Features

    • Collaboration Applications: Troubleshoot issues with tools like Cisco Webex, Zoom, and Microsoft Teams using dedicated topic blocks.
    • Email Issues and Setup: Help users with email sending/receiving problems, client issues, account setup on various devices, and webmail configuration.
    • Guest WiFi Access: Allow guests to request and obtain WiFi access easily.
    • Hardware Issues: Assist users in diagnosing and resolving hardware-related problems.
    • Local Admin Access: Enable users to request temporary admin rights for software installation or access, with automatic revocation after a set period. This feature applies to macOS users and requires the Agent Client Collector spoke.
    • Meeting Room Issues: Support troubleshooting of conferencing, audio, display, connectivity, and sharing problems in meeting rooms.
    • Printer Issues: Provide assistance with printer errors, ink shortages, and connectivity, with integration possible for Issue Auto Resolution.
    • Repository Access: Facilitate user requests for access to data repositories, either manually or from predefined options.
    • RSA Token: Support token requests, problem reports, and setup assistance.
    • Troubleshoot Slow Computer: Help users address performance issues such as low RAM.
    • VPN Connectivity: Assist with VPN connection problems and setup for remote access to business systems.

    Key Outcomes

    • Users receive immediate, guided support for frequent IT challenges, reducing manual help desk workload.
    • Customization and fallback search options ensure users can find relevant help or escalate issues as needed.
    • Automated admin access management enhances security by granting temporary permissions only when necessary.
    • Integration with incident creation allows seamless escalation to IT support when self-service is insufficient.
    • Support for multiple IT domains ensures comprehensive coverage of user needs within the Virtual Agent framework.

    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.