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.
An overview of 1E Virtual Assistant.
- 1E Virtual Assistant Fundamentals — An overview of the fundamental concepts and terminology needed to understand what 1E Virtual Assistant will do for you.
- 1E Virtual Assistant Features — An overview of all the 1E Virtual Assistant features and enhancements.
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 Considerations — Information that will help you design and plan the implementation of 1E Virtual Assistant in your organization.
- Requirements — Information 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.
- Preparation — What 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 upgrading — How to set up 1E Virtual Assistant , including a guide to upgrading.
- Verifying — Basic verification tests that cover the installation and basic use of 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 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:
- 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.
- 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
- 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.
A general methodology for investigating issues with 1E Virtual Assistant, as well as identifying key issues and their resolutions.
- Known issues — Lists of the current known issues for implementing, configuring and using 1E Virtual Assistant
- General Issues — Troubleshooting common issues that you may be having with 1E Virtual Assistant.
Information on how to extend 1E Virtual Assistant beyond its core features.
- Changing the behavior of a Virtual Assistant topic — Some considerations related to making changes to the behavior of 1E Virtual Assistant topics.
All the 1E Virtual Assistant related tables of information, such as supported platforms, communications ports etc.
- Topics and their associated Tachyon instructions — A table showing the Tachyon instructions required by each 1E Virtual Assistant topic.
- 1E Companion Products — A list of the feature dependencies between 1E Core and other 1E companion products.
- 1E Virtual Assistant release information — Details of the 1E Virtual Assistant release history, current release notes and details of third-party licenses.