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Delete a distribution list

An end-user makes a request to delete a distribution list. The Virtual Assistant then provides instructions to delete the list.

What you need to enable to delete a distribution list topic

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

  • 1E-Explorer-ServiceNow-DeleteDistributionGroupFromOnPremExchangeServer

When this instruction is executed, it deletes a specified distribution group (list) from an on premises Exchange server.

This instruction contains these parameters:




This parameter expects the URI to the exchange server. Generally it is FQDN of the device where Exchange server is hosted.


This contains the path of the file on the device.


The name of the distribution list you want to delete.

This topic is based on the following considerations:

  • It's tested on an on-premises Exchange 2019 server setup

  • If user (being added to DL) doesn't exist in AD then it will throw an exception.

  • This topic will open a pre-approved (standard) change request

  • This topic will open a change task in the above opened change request

  • The status of change task will be closed if the user reports the issue as resolved.

The properties of the 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 5 minutes.

How your end-users request to delete 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 distribution list topic using the search field

Your end-user can type any of the following keywords to find the delete a distribution list topic:

  • Delete a distribution list

  • Distribution group

  • Exchange server

  • Distribution list

  • Remove distribution list.

The picture below shows the end-user Angela Freeman has typed delete distribution list into the search field and Matching Requests shows the Delete a distribution list topic that has been found.

The delete a distribution list actions and instructions

Selecting the delete a distribution list option prompts the virtual assistant to start the process of deleting a distribution list. The virtual assistant then prompts to enter the name of Distribution list.


At this point, the Virtual Assistant will create a pre-approved change request on behalf of the end-user to log the request. The details of the change request along with the change request ID is provided to the end-user.


The virtual agent processes the change request as it's a pre-approved one. The distribution list is now deleted successfully.

It then asks whether the issue raised by the end-user has been resolved. The end-user gets to respond with Yes or No, as shown in the picture.

Rating the Virtual Assistant

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


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.