Summary

The 1E Virtual Assistant provides ServiceNow end-users with access to a number of pre-defined actions.  Here we describe what those actions are, the keywords that the Virtual Assistant uses to select those actions and the workflow for each.

In this section...

Starting a conversation with 1E Virtual Assistant
The Virtual Assistant is integrated into the ServiceNow Virtual Agent accessible from the ServiceNow Portal. ServiceNow Portal users can access the ServiceNow Virtual Agent by clicking on the Virtual Agent icon, as shown in the picture opposite, displayed in the ServiceNow Portal. 

Add a Printer

An end-user reports that they want to connect to a networked printer or scanner using the ServiceNow Virtual Agent. This responds by matching them with the Virtual Assistant Add Printer topic, which uses Tachyon 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.

Add a VPN Connection

An end-user reports that they want to connect to a VPN using the ServiceNow Virtual Agent. The Virtual Agent responds by matching them with the Virtual Assistant Add a VPN topic, which uses Tachyon to  trigger an automated set-up and configuration of Microsoft VPN client on their device following a step-by-step guided process.


Local admin access

An end-user requests for a Local Admin Access on the assigned device. The Virtual Agent responds back with the matching requests, which then triggers Tachyon instruction to elevate the local admin access for end-user on an assigned device. The local admin access is given to the end-user for the specified time and upon completing of the set duration another Tachyon instruction is executed in order to remove the local admin access given.

Remove invalid desktop shortcuts

An end-user requests to remove invalid desktop shortcuts from the device. The Virtual Assistant triggers a Tachyon instruction that removes all the invalid desktop shortcuts from the logged-in device of the end-user.  

Reset my Windows password

An end-user requests to reset the Windows password. The Virtual Assistant then provides a link which assists end-user to change/reset the password. Else it asks end-user whether he/she wants to raise an incident ticket.

Access a shared folder

An end-user requests to get an access on a Network folder. The Virtual Assistant then raises a pre-approved change request and provides the requested access permission on the required network folder.

Create a distribution list

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


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.


Add user to distribution list

An end-user wants to add a user to distribution list using the ServiceNow Virtual Assistant. The Virtual Assistant then provides assistance on how to do this.


Share folder

An end-user wants to Share folder on their assigned device. The Virtual Assistant then provides instructions to guide them through sharing the folder on their device.


Revoke Folder Access

An end-user can revoke access to a shared folder. The Virtual Assistant then provides support to revoke access to a shared folder.


Install Software using Shopping

An end-user requests software. The Virtual Assistant then provides users with a list of configured software to choose from. This use case opens a Change Request in case of failure.

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.


Computer Slow

An end-user requests to resolve the performance issue on the device. The Virtual Assistant provide options to quick fix the reported performance issue on end-user's device. The available options for end-user are:

  • Reboot device
  • Free up disk space
  • Show resource intensive applications
  • Change power plan - High Performance
  • Disable start up applications.
  • Open an Incident
Enable Remote Connection

An end-user requests to enable remote connection on the selected device. The Virtual Assistant helps to enable the remote desktop connection and start the Remote Desktop service on the selected device for the end-user. 

It is possible that the end-user has specific rights to access RDP on a selected device but either the RDP client is disabled or Remote Desktop service is not running on the device.

Low Disk Space

An end-user requests to free up some of the disk space on the selected device using the deskclean-up utility. The issue of low disk space can be resolved by deleting unwanted files and emptying recycle bin.

Microsoft Recovery Assistant

An end-user requests to resolve the issues facing with the Microsoft products. Microsoft Recovery Assistant is launched to diagnose and remediate the issues with the Microsoft products.

Outlook Issue

An end-user requests to resolve the issue identified with Outlook. Some of the problems faced with Outlook can be resolved using the tools provided by Microsoft. Using Virtual Assistant workflow we can 

  • Scan PST - This tool repairs corrupted PST (user data) files.
  • Microsoft Recovery Assistant - Provides a user friendly wizard to resolve issues faced.


User data is stored on both server and OST as offline data files. If found corrupted, these OST files can be deleted. The data gets synced from the server as and when Outlook is launched again. 

Upgrade Operating System

An end-user requests to upgrade the Operating system on the selected device. The Virtual Assistant launches the Windows Servicing Assistant (WSA) wizard to perform the required upgrade.