---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# IT Issues pre-built topics for ITSM Virtual Agent

# IT Issues pre-built topics for ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
IT Issues topic conversations are designed to automate common IT-related issues, such
as email setup, VPN connectivity, and conference room problems.

## Collaboration Applications {#itsm-va-it-issues-generic__section_ajn_dsz_5vb}

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](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
* Troubleshoot Cisco Webex
* Troubleshoot Microsoft Teams
* Troubleshoot Zoom
{#itsm-va-it-issues-generic__ul_myg_5sz_5vb}

## Email Issues {#itsm-va-it-issues-generic__section_xhx_cbp_tvb}

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

## Email Setup {#itsm-va-it-issues-generic__section_fzh_1dp_tvb}

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.

## Guest WiFi Access {#itsm-va-it-issues-generic__section_arf_fdp_tvb}

Guests to your company can obtain WiFi access.

## Hardware Issues {#itsm-va-it-issues-generic__section_z3n_xtz_5vb}

Users can troubleshoot specific hardware issues.  
This topic uses the following [topic
blocks](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_bnb_pxz_5vb}

## Local Admin Access {#itsm-va-it-issues-generic__section_wkc_cz4_tvb}

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](https://www.servicenow.com/docs/access?context=acc-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) (com.sn.acc.spoke)
* Applies to macOS users only

  If the user selects another operating
  system, Virtual Agent provides relevant KB articles.
{#itsm-va-it-issues-generic__ul_qwv_j5z_5vb}

To set up and use the Local Admin Access topic, refer to [Set up the Local Admin Access topic](https://servicenow-prod.fluidtopics.net/8qJuTicFAsuwsU2xZimxXw "Administrators and users with the Virtual_agent_admin role can install and activate the Agent Client Collector Spoke plugin. Developers can update scripts and configure commands as needed for their organization.").

## Meeting Room Issues {#itsm-va-it-issues-generic__section_ig5_bdp_tvb}

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](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_v3r_xwz_5vb}

## Printer Issues {#itsm-va-it-issues-generic__section_fdw_gdp_tvb}

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](https://servicenow-prod.fluidtopics.net/HjSeVJbyZ2V0QKdSFa3w~A "Proactively deflect common ITSM incidents to ITSM Virtual Agent. Initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.").  
This topic uses the following [topic
blocks](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_thf_fxz_5vb}

## Repository Access {#itsm-va-it-issues-generic__section_wh4_ycp_tvb}

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](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.").

## RSA Token {#itsm-va-it-issues-generic__section_xjt_1bp_tvb}

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](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_n41_byz_5vb}

## Troubleshoot Slow Computer {#itsm-va-it-issues-generic__section_qfm_ddp_tvb}

Users can request help associated with a slow computer, such as low RAM.  
This topic uses the following [topic
blocks](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_k32_3yz_5vb}

## VPN Connectivity {#itsm-va-it-issues-generic__section_pqh_3dp_tvb}

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](https://servicenow-prod.fluidtopics.net/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Contextual Search
* Create Incident
{#itsm-va-it-issues-generic__ul_i4d_pyz_5vb}