IT Issues pre-built topics for ITSM Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 ITSM Virtual Agent in the Yokohama release offer automated support for common IT-related problems. These topics enable end users to resolve issues such as email setup, VPN connectivity, hardware and software troubleshooting, and access requests through an interactive Virtual Agent. The solution supports AI and contextual search fallback options to enhance user assistance beyond static help content.

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    Key Features

    • Collaboration Applications: Troubleshoot common issues with Cisco Webex, Zoom, and Microsoft Teams using customizable topic blocks.
    • Email Issues and Setup: Help users with sending/receiving email problems, configuring email clients, and setting up email accounts on various devices.
    • Guest WiFi Access: Facilitate guest users in obtaining WiFi access within the company network.
    • Hardware Issues: Provide troubleshooting for hardware-related problems.
    • Local Admin Access: Allow users to request temporary admin rights for software installation or system access, primarily for macOS users, with automatic removal of rights after a set period.
    • Meeting Room Issues: Support troubleshooting for conferencing, sound, display, connectivity, and content sharing problems in meeting rooms.
    • Printer Issues: Address printer-related problems including connectivity and supplies, with integration options for Issue Auto Resolution.
    • Repository Access: Enable users to request access to data repositories, either manually or via preloaded options.
    • RSA Token: Assist users in requesting, troubleshooting, and setting up RSA tokens for secure authentication.
    • Troubleshoot Slow Computer: Help users diagnose and resolve performance issues like low RAM.
    • VPN Connectivity: Support users in connecting to or setting up VPN access for remote business system connectivity.

    Most topics use common topic blocks such as Contextual Search and Create Incident to escalate unresolved issues efficiently.

    Practical Benefits for ServiceNow Customers

    • Automates resolution of frequent IT issues, reducing support workload and improving user satisfaction.
    • Customizable topic blocks allow tailoring of conversations to your specific environment and tools.
    • Integrated fallback searches (AI or contextual) provide advanced assistance when static help is insufficient.
    • Temporary admin access management enhances security while empowering users to perform necessary tasks.
    • Supports a wide range of common IT service requests, facilitating faster issue resolution and streamlined incident creation.

    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.