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ServiceNow

Add a Printer

An end-user reports that they want to connect to a networked printer or scanner using the ServiceNow Virtual Agent. This response by matching them with the Virtual Assistant Add Printer topic, which uses 1E to open either the Printers and Scanners or the Devices and Printers control panel for their device - depending on the OS they are running on. The Virtual Assistant then provides instructions that guide them through the process of adding the printer or scanner.

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What you need to enable the Add Printer topic

The following 1E instructions must be added to your 1E system:

  • 1E-Explorer-ServiceNow-OpenAddPrinterWindow

When this instruction is executed, it opens the Add Printer and Scanner control panel on the requested device.

How your end-users request to add a printer

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 Add Printer topic using the search field

Your end-user can type any of the following keywords to find the Add Printer topic:

  • Printer

  • Print

  • Scanner

  • Scan

  • Printer

  • Copy.

The picture shows the end-user has typed add printer into the search field and Matching Requests shows the Add Printer topic that has been found.

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Selecting the Add Printer option prompts the virtual assistant to start the process of adding a printer.

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The Add Printer actions and instructions

At this point, the Virtual Assistant opens the Devices and Printers control panel on the end-user's device and displays some instructions in the Virtual Agent window. It then asks whether after following the instructions, the issue that the end-user raised has been resolved. The end-user can respond with either Yes or No, as shown in the picture.

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Rating the Virtual Assistant

After responding Yes, the end-user is asked for a rating:Poor, Good or Excellent.

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In our example, the end-user selects the Excellent option and the Virtual Assistant completes the conversation.

The rating is a default part of every Virtual Assistant topic and 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.

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