---
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


---

# Actionable notifications for Service Catalog requests in ITSM Virtual Agent

# Actionable notifications for Service Catalog requests in 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  
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](https://servicenow-prod.fluidtopics.net/w0ZxOE328f_vp1NGZ2c0hA "Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.").

## Citrix provision notification {#va-itsm-notifications-service-catalog__section_u33_gqf_xvb}

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](https://servicenow-prod.fluidtopics.net/tdoZprh2DJ_hNCNI21GY_w "Users can reset any Citrix desktop or application session using Virtual Agent conversation flows. Users can also provision a Citrix desktop or application.").

## Request approved or rejected {#va-itsm-notifications-service-catalog__section_cry_bpv_cwb}

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 {#va-itsm-notifications-service-catalog__section_njs_vzq_tvb}

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 commented {#va-itsm-notifications-service-catalog__section_ak5_c1r_tvb}

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.

The requester enters a comment and Virtual Agent adds the new comment
directly from the chat.

## Requested item on behalf of requester {#va-itsm-notifications-service-catalog__section_iy2_rwq_tvb}

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 Update {#va-itsm-notifications-service-catalog__section_bjs_4gy_wvb}

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 {#va-itsm-notifications-service-catalog__section_y4j_l1r_tvb}

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.

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](https://www.servicenow.com/docs/access?context=c_ClientSoftwareDistribution&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

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.
{#va-itsm-notifications-service-catalog__ul_gnw_4wv_hsb}