Welcome to the 1E Virtual Assistant 2.0 documentation space. Here we describe all aspects of configuring and using 1E Virtual Assistant. Here's a quick overview of what the 1E Virtual Assistant documentation pages will tell you.

Introducing 1E Virtual Assistant

An overview of 1E Virtual Assistant. 

Implementing 1E Virtual Assistant

Everything you need to know about getting 1E Virtual Assistant installed and running in your environment. This section is structured in a way that leads you through the three phases of a typical implementation project.

  • Design ConsiderationsInformation that will help you design and plan the implementation of 1E Virtual Assistant in your organization.
  • RequirementsInformation that will help you design and plan the implementation of the 1E ITSM Connect app in your organization. This includes all the prerequisites and dependencies that are necessary to install the 1E ITSM Connect app.
  • PreparationWhat you will need to prepare in advance of implementing 1E Virtual Assistant in your environment. Typically, these are tasks that may take some time to organize, depending on how your organization works. A comprehensive list of installation and software requirements is provided in Requirements.
  • Installing and upgradingHow to set up 1E Virtual Assistant , including a guide to upgrading.
  • VerifyingBasic verification tests that cover the installation and basic use of 1E Virtual Assistant.
Using 1E Virtual Assistant

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.

  • Starting a conversation with 1E Virtual AssistantThe 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 PrinterAn 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 ConnectionAn 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 accessAn 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 shortcutsAn 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 passwordAn 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 folderAn 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 listAn end-user makes a request to create a distribution list. The Virtual Assistant then provides instructions to create the list.
  • Delete a distribution listAn end-user makes a request to delete a distribution list. The Virtual Assistant then provides instructions to delete the list.
  • Add user to distribution listAn 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 folderAn 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 AccessAn 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 ShoppingAn 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 listAn 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 SlowAn 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:
  • Enable Remote ConnectionAn 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. 
  • Low Disk SpaceAn 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 AssistantAn 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 IssueAn 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 
  • Upgrade Operating SystemAn 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.
Troubleshooting

A general methodology for investigating issues with 1E Virtual Assistant, as well as identifying key issues and their resolutions.

  • Known issuesLists of the current known issues for implementing, configuring and using 1E Virtual Assistant
  • General IssuesTroubleshooting common issues that you may be having with 1E Virtual Assistant.
Extending 1E Virtual Assistant

Information on how to extend 1E Virtual Assistant beyond its core features.

Reference

All the 1E Virtual Assistant related tables of information, such as supported platforms, communications ports etc.


 

Copyright and trademark notices

All rights reserved. No part of this document or of the software (“the software”) to which it relates shall be reproduced, adapted, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without permission from 1E Ltd. It is the responsibility of the user to use the software in accordance with this document and 1E Ltd shall not be responsible if the user fails to do so. Although every precaution has been taken in the preparation of this document, 1E Ltd and the authors assume no responsibility for errors or omissions, nor shall they be liable for damages resulting from any information in it.

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1E, the 1E device, TACHYON, APPCLARITY, ACTIVEEFFICIENCY, NIGHTWATCHMAN, NOMAD BRANCH, NOMAD ENTERPRISE, PXE EVERYWHERE, DROWSY and DROWSY SERVER are trademarks belonging to 1E Ltd. 1E is registered in the UK, EU and the US. The 1E device is registered in the UK, EU, Australia and the US. NIGHTWATCHMAN is registered in the EU and the US. Nomad is registered in the EU and the US. DROWSY is registered in the UK. DROWSY SERVER is registered in the US.

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