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    ITSM Virtual Agent

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    ITSM Virtual Agent

    Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent includes predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolve an incident, reset a password, and create an incident.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Understanding ITSM Virtual Agent

    ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents. ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

    Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application. These conversations run in the web chat client and also in supported ITSM Virtual Agent messaging integrations.

    Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

    Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

    For complete details about ITSM Virtual Agent, refer to Virtual Agent.

    Natural Language Understanding

    Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

    You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

    ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations are available from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    The ITSM NLU Model for Virtual Agent Conversations provides numerous base system, pre-built NLU model system entities, NLU intent entities, NLU utterance entities, NLU entities, NLU intents, NLU utterances, and NLU vocabulary. NLU utterances exist in the ITSM NLU Model to provide greater precision in identifying user intents. Some utterance examples include:
    • Escalate Ticket topic:
      • raise incident INC0010023 ticket priority to higher level
      • please can you raise the priority on my open ticket
    • Check Outages and Service Degradations topics:
      • are there currently any reported company wide issues
      • is there an outage
    • Email Setup topic
      • i want to setup email on my mobile device
      • how do i setup company email on my phone

    Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

    Refer to the following information for details regarding the NLU feature: Natural Language Understanding in Virtual Agent.

    Edge Encryption for ITSM Virtual Agent

    Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance. For details, refer to Edge Encryption for ITSM Virtual Agent within ITSM.

    ITSM Virtual Agent topic categories and conversations

    The ITSM Virtual Agent predefined topic conversations are contained in several topic categories, including:

    Topic category Description
    ITSM Fulfiller Topic conversations specifically for ITSM professionals with the itil role, such as resolving an incident, creating a problem, and updating data in the system
    ITSM IT Issues Topic conversations for common IT-related issues, such as email setup, VPN connectivity, and conference room problems.
    ITSM Self Service Topic conversations enabling users to easily access IT-related information, such as password reset, verify assigned equipment, and search the Knowledge Base.
    Setup Topics Topic conversations, such as a standard welcome greeting and a conversation closing, related to initiating an ITSM Virtual Agent experience for your users. This includes a greeting, feedback, survey, and live agent support.
    Small Talk Topics Topics that you build to enable your virtual agent to engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.

    The individual ITSM Virtual Agent predefined topic conversations include:

    ITSM Virtual Agent predefined Fulfiller category topic conversations
    • Identify Scheduled Changes
    • Create Change Request
    • Resolve Incident
    • Create Problem
    • Update Assigned Task
    • Identify Available Change Windows
    • Update Change Request
    ITSM Virtual Agent predefined IT Issues category topic conversations
    • Local Admin Access
    • RSA Token
    • Email Issues
    • Manage Distribution List
    • Manage Office 365 Group (Template)
      Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin.
    • Repository Access
    • Email Setup
    • Meeting Room Issues
    • Troubleshoot Slow Computer
    • Guest WiFi Access
    • Printer Issues
    • VPN Connectivity
    ITSM Virtual Agent predefined Self Service category topic conversations
    • Submit a request
    • Check IT Ticket Status
    • Process Approval
    • Get Password Reset Link
    • My Assigned Equipment
    • Service Disruptions
    • Search Knowledge Base
      Note: The Search Knowledge Base topic conversation uses the Contextual Search reusable topic block.
    • Open IT Ticket
      Note: The Open IT Ticket topic conversation uses the Create Incident reusable topic block.
    • Intelligent Open IT Ticket (Template)
    • Escalate IT Ticket
    • Walk-up Check-in
      Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.
    • Report IT Issue
    ITSM Virtual Agent predefined Setup Topics category conversations
    • Greetings
    • Anything Else Topic
    • Live Agent Support
    • Closing Conversation
    • Personalized Greeting Topic
    • Dynamic Greeting Topic
    • Error Handling Topic
    • Virtual Agent Feedback
      Note: The Virtual Agent Feedback topic conversation uses the Survey reusable topic block.
    • Fallback Topic
    • Search Fallback Topic
    • Virtual Agent Capabilities
    • Survey

    Reusable ITSM Virtual Agent topic blocks

    Create and reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search. ITSM Virtual Agent provides the following predefined, reusable topic blocks and templates:
    • Contextual Search: This topic block provides standardized contextual search functionality for your ITSM related topics, as well as your other business unit related topics, such as human resources and service management.​
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
    • Contextual Search (Template)
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
    • Create Zoom Meeting Link (Template)
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
    • Request Catalog Item
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
    • Request Catalog Item (Template)
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
    • Search Catalog Item
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
    • Search Catalog Item (Template)
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
    • Troubleshoot Cisco Webex (Template)

      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
    • Troubleshoot Microsoft Teams (Template)
      Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
    • Transfer to Live Agent
    • Create Incident
    • Create Incident (Template)
    • Survey
    • Add Comments - Similar Incident: ITSM Virtual Agent uses the similarity analysis framework to prevent users from opening duplicate incidents. This topic block finds similar incidents and asks if the user wants to add comments to the similar incident.

    Some topic blocks require input and output parameters:

    Table 1. Contextual Search topic block parameters
    Name Description
    Input parameter:

    context

    The sys_id of a Search Context (cxs_context_config) record. Defines what sources are included in the search, for example, knowledge base or community.
    Input parameter:

    query

    The search keyword entered by a user during a virtual agent conversation.
    Input parameter:

    portal

    The portal from which the conversation initiated. For example, a service portal or human resources portal.

    This is the URL suffix, for example, sp, esc, csm, and hr, from which the search result will open.

    Input parameter:

    kb_knowledge_base

    The sys_id of a Knowledge Base (kb_knowledge_base) record.

    Within context, search only these knowledge base articles.

    Output parameter:

    results_returned

    True if search results are found, otherwise false​.
    Output parameter:

    results_helpful

    True if user responds that search results are helpful, otherwise false​.
    Table 2. Create Incident topic block parameters
    Name Description
    Input parameter:

    caller

    The name of the user creating an Incident (incident) record.
    Input parameter:

    short_description

    The short description entered in the Incident (incident) record.
    Input parameter:

    urgency

    The urgency level indicated in the Incident (incident) record.
    Input parameter:

    description

    The description entered in the Incident (incident) record.
    Output parameter:

    created_incident_sys_id

    The return sys_id of a newly created incident​.

    The Topics page in Virtual Agent Designer features a sort tab called Topic Blocks for viewing just the reusable topic functions. For detailed information about ITSM Virtual Agent reusable topic blocks, refer to Virtual Agent Designer, Reusable topic blocks, and Predefined Virtual Agent topics, topic blocks, and NLU models.

    Pre-built clustering solution definition

    ITSM Virtual Agent delivers a pre-built clustering solution definition using the ServiceNow platform Predictive Intelligence clustering capability. Clustering solution definitions provide data that, over time, help you identify automation and topic conversation candidates for Virtual Agent.

    For complete information regarding Predictive Intelligence and clustering solution definitions, refer to Predictive Intelligence and Create and train a clustering solution.

    ITSM Virtual Agent automatic notifications

    The virtual agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.

    ITSM Virtual Agent notification defined on the Task [task] table
    The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a virtual agent message is sent to the user.
    ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table
    When an approval is submitted, an automatic virtual agent message is sent to the approver alerting them of the approval request.
    • Set up ITSM Virtual Agent

      Administrators and users with the virtual_agent_admin role can create and publish conversation topics in Virtual Agent Designer.

    • ITSM Virtual Agent conversation flows

      ITSM Virtual Agent includes several predefined topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.

    • Manage Office 365 Group conversation flow

      ITSM Virtual Agent enables you to manage a Microsoft Office 365 Group using a prebuilt set of topics. With this conversation flow, you can add or remove users from an existing Microsoft Office 365 Group, create a Microsoft Office 365 Group, and more.

    • Manage Microsoft Active Directory Distribution List conversation flow

      ITSM Virtual Agent helps admin users manage an On-premise Microsoft Active Directory Distribution List using a prebuilt set of topics. With this conversation flow, you can add and remove users from a Distribution List, create Distribution Lists, and show Distribution List details.

    Tags:

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      ITSM Virtual Agent

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      ITSM Virtual Agent

      Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent includes predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolve an incident, reset a password, and create an incident.

      Request apps on the Store

      Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

      Understanding ITSM Virtual Agent

      ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents. ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

      Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application. These conversations run in the web chat client and also in supported ITSM Virtual Agent messaging integrations.

      Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

      Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

      For complete details about ITSM Virtual Agent, refer to Virtual Agent.

      Natural Language Understanding

      Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

      You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

      ITSM Virtual Agent and the ITSM NLU Model for Virtual Agent Conversations are available from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

      The ITSM NLU Model for Virtual Agent Conversations provides numerous base system, pre-built NLU model system entities, NLU intent entities, NLU utterance entities, NLU entities, NLU intents, NLU utterances, and NLU vocabulary. NLU utterances exist in the ITSM NLU Model to provide greater precision in identifying user intents. Some utterance examples include:
      • Escalate Ticket topic:
        • raise incident INC0010023 ticket priority to higher level
        • please can you raise the priority on my open ticket
      • Check Outages and Service Degradations topics:
        • are there currently any reported company wide issues
        • is there an outage
      • Email Setup topic
        • i want to setup email on my mobile device
        • how do i setup company email on my phone

      Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

      Refer to the following information for details regarding the NLU feature: Natural Language Understanding in Virtual Agent.

      Edge Encryption for ITSM Virtual Agent

      Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance. For details, refer to Edge Encryption for ITSM Virtual Agent within ITSM.

      ITSM Virtual Agent topic categories and conversations

      The ITSM Virtual Agent predefined topic conversations are contained in several topic categories, including:

      Topic category Description
      ITSM Fulfiller Topic conversations specifically for ITSM professionals with the itil role, such as resolving an incident, creating a problem, and updating data in the system
      ITSM IT Issues Topic conversations for common IT-related issues, such as email setup, VPN connectivity, and conference room problems.
      ITSM Self Service Topic conversations enabling users to easily access IT-related information, such as password reset, verify assigned equipment, and search the Knowledge Base.
      Setup Topics Topic conversations, such as a standard welcome greeting and a conversation closing, related to initiating an ITSM Virtual Agent experience for your users. This includes a greeting, feedback, survey, and live agent support.
      Small Talk Topics Topics that you build to enable your virtual agent to engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.

      The individual ITSM Virtual Agent predefined topic conversations include:

      ITSM Virtual Agent predefined Fulfiller category topic conversations
      • Identify Scheduled Changes
      • Create Change Request
      • Resolve Incident
      • Create Problem
      • Update Assigned Task
      • Identify Available Change Windows
      • Update Change Request
      ITSM Virtual Agent predefined IT Issues category topic conversations
      • Local Admin Access
      • RSA Token
      • Email Issues
      • Manage Distribution List
      • Manage Office 365 Group (Template)
        Note: This topic is only available with the activation of the Microsoft Azure AD for IntegrationHub (com.sn.azure_ad.spoke) plugin.
      • Repository Access
      • Email Setup
      • Meeting Room Issues
      • Troubleshoot Slow Computer
      • Guest WiFi Access
      • Printer Issues
      • VPN Connectivity
      ITSM Virtual Agent predefined Self Service category topic conversations
      • Submit a request
      • Check IT Ticket Status
      • Process Approval
      • Get Password Reset Link
      • My Assigned Equipment
      • Service Disruptions
      • Search Knowledge Base
        Note: The Search Knowledge Base topic conversation uses the Contextual Search reusable topic block.
      • Open IT Ticket
        Note: The Open IT Ticket topic conversation uses the Create Incident reusable topic block.
      • Intelligent Open IT Ticket (Template)
      • Escalate IT Ticket
      • Walk-up Check-in
        Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.
      • Report IT Issue
      ITSM Virtual Agent predefined Setup Topics category conversations
      • Greetings
      • Anything Else Topic
      • Live Agent Support
      • Closing Conversation
      • Personalized Greeting Topic
      • Dynamic Greeting Topic
      • Error Handling Topic
      • Virtual Agent Feedback
        Note: The Virtual Agent Feedback topic conversation uses the Survey reusable topic block.
      • Fallback Topic
      • Search Fallback Topic
      • Virtual Agent Capabilities
      • Survey

      Reusable ITSM Virtual Agent topic blocks

      Create and reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search. ITSM Virtual Agent provides the following predefined, reusable topic blocks and templates:
      • Contextual Search: This topic block provides standardized contextual search functionality for your ITSM related topics, as well as your other business unit related topics, such as human resources and service management.​
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
      • Contextual Search (Template)
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
      • Create Zoom Meeting Link (Template)
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
      • Request Catalog Item
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
      • Request Catalog Item (Template)
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
      • Search Catalog Item
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
      • Search Catalog Item (Template)
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). For detailed information about this topic block, including input and output parameters and descriptions, refer to Service Catalog topic blocks in Virtual Agent .
      • Troubleshoot Cisco Webex (Template)

        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
      • Troubleshoot Microsoft Teams (Template)
        Note: This topic block is available with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).
      • Transfer to Live Agent
      • Create Incident
      • Create Incident (Template)
      • Survey
      • Add Comments - Similar Incident: ITSM Virtual Agent uses the similarity analysis framework to prevent users from opening duplicate incidents. This topic block finds similar incidents and asks if the user wants to add comments to the similar incident.

      Some topic blocks require input and output parameters:

      Table 1. Contextual Search topic block parameters
      Name Description
      Input parameter:

      context

      The sys_id of a Search Context (cxs_context_config) record. Defines what sources are included in the search, for example, knowledge base or community.
      Input parameter:

      query

      The search keyword entered by a user during a virtual agent conversation.
      Input parameter:

      portal

      The portal from which the conversation initiated. For example, a service portal or human resources portal.

      This is the URL suffix, for example, sp, esc, csm, and hr, from which the search result will open.

      Input parameter:

      kb_knowledge_base

      The sys_id of a Knowledge Base (kb_knowledge_base) record.

      Within context, search only these knowledge base articles.

      Output parameter:

      results_returned

      True if search results are found, otherwise false​.
      Output parameter:

      results_helpful

      True if user responds that search results are helpful, otherwise false​.
      Table 2. Create Incident topic block parameters
      Name Description
      Input parameter:

      caller

      The name of the user creating an Incident (incident) record.
      Input parameter:

      short_description

      The short description entered in the Incident (incident) record.
      Input parameter:

      urgency

      The urgency level indicated in the Incident (incident) record.
      Input parameter:

      description

      The description entered in the Incident (incident) record.
      Output parameter:

      created_incident_sys_id

      The return sys_id of a newly created incident​.

      The Topics page in Virtual Agent Designer features a sort tab called Topic Blocks for viewing just the reusable topic functions. For detailed information about ITSM Virtual Agent reusable topic blocks, refer to Virtual Agent Designer, Reusable topic blocks, and Predefined Virtual Agent topics, topic blocks, and NLU models.

      Pre-built clustering solution definition

      ITSM Virtual Agent delivers a pre-built clustering solution definition using the ServiceNow platform Predictive Intelligence clustering capability. Clustering solution definitions provide data that, over time, help you identify automation and topic conversation candidates for Virtual Agent.

      For complete information regarding Predictive Intelligence and clustering solution definitions, refer to Predictive Intelligence and Create and train a clustering solution.

      ITSM Virtual Agent automatic notifications

      The virtual agent proactively informs you about the status of your incidents and requests. Managers are alerted when they have approvals.

      ITSM Virtual Agent notification defined on the Task [task] table
      The Task type filter on the Task table enables automatic status notification when the value is Incident or Requested item. When the state of the incident or requested item task changes, a virtual agent message is sent to the user.
      ITSM Virtual Agent notification defined on the Approval [sysapproval_approver] table
      When an approval is submitted, an automatic virtual agent message is sent to the approver alerting them of the approval request.
      • Set up ITSM Virtual Agent

        Administrators and users with the virtual_agent_admin role can create and publish conversation topics in Virtual Agent Designer.

      • ITSM Virtual Agent conversation flows

        ITSM Virtual Agent includes several predefined topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.

      • Manage Office 365 Group conversation flow

        ITSM Virtual Agent enables you to manage a Microsoft Office 365 Group using a prebuilt set of topics. With this conversation flow, you can add or remove users from an existing Microsoft Office 365 Group, create a Microsoft Office 365 Group, and more.

      • Manage Microsoft Active Directory Distribution List conversation flow

        ITSM Virtual Agent helps admin users manage an On-premise Microsoft Active Directory Distribution List using a prebuilt set of topics. With this conversation flow, you can add and remove users from a Distribution List, create Distribution Lists, and show Distribution List details.

      Tags:

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