Delete a user from a distribution list
An end-user requests to delete a user from a distribution list. The Virtual Assistant then allows users to remove a user from a distribution group in an on-premises Microsoft Exchange server environment.
What you need to enable the Delete a user from a distribution list topic
The following Tachyon instructions must be added to your Tachyon system:
1E-Explorer-ServiceNow-RemoveUserFromExchangeServerDistributionGroup
When this instruction is executed it removes a specified user from a specified distribution group from an on premises Microsoft Exchange server.
This topic has the following considerations:
It's developed and tested on an on-premises Microsoft Exchange 2019 server setup
If distribution group doesn't exist when this topic is executed, it will throw an exception message
A pre-approved (standard) change request will be opened
Will open a change request
Status of change request will be set to closed if a user says the issue is resolved.
The properties of the raised change request will be:
State - Implement
Category - Business Service
Assignment group - LDAP Admins
Planned start date - current date time
Planned end date - current date time plus five minutes.
How your end-users request to Delete a user from a distribution list
The Virtual Assistant is integrated into the ServiceNow Virtual Agent accessible from the ServiceNow Portal. Please refer to Starting a conversation with 1E Virtual Assistant for more details on how to access the ServiceNow Virtual Agent and how to get to the Virtual Assistant topics.
Selecting the Delete a user from a distribution list topic using the search field
Your end-user can type any of the following keywords to find the Delete a user from a distribution list topic:
Delete a user from a distribution list
Distribution group
Exchange server
Distribution list.
The picture opposite shows the end-user has typed delete a user into the search field and Matching Requests shows the Delete a user from a distribution list topic that has been found.
Selecting the Delete a user from a distribution list option prompts the virtual assistant to start the process of deleting a user from a distribution list. The Virtual Assistant will ask the user to confirm the user name\email they want to remove from a distribution list.
The Delete a user from a distribution list actions and instructions
After entering the user name the Virtual Assistant asks end-user to type the distribution list from which the specified user has to be removed.
The Virtual Agent automatically raises a pre-approved change request on behalf of the end-user to log the request and displays the request details in the chat window.
Now the user request has been resolved and the user is successfully removed from the distribution list. The end-user gets to respond with Yes or No, as shown in the picture opposite.
Rating the Virtual Assistant
After respondingYesthe end-user is then asked for a rating:Poor,GoodorExcellent.
In our example the end-user selects the Excellent option and the Virtual Assistant completes the conversation.
The rating is a default part of all the Virtual Assistant topics this can be changed if you don't want your end-users to be prompted whenever they select an action. Please refer to Changing the behavior of a Virtual Assistant topic for more details.
