Since we announced the Citrix ITSM Adapter service, we’ve added even more capabilities that accelerate innovation, enhance our customers’ IT productivity, and address business-critical challenges. I’m excited to share the new features and functionality we introduced in our 22.12 release. Let’s take a closer look at the enhancements we’ve made.
Support for Delegated Session Reset
We’ve worked with ServiceNow to improve the experience for users requesting session resets. Previously, end users were required to log in to ServiceNow to reset their sessions. However, in some cases, users might not have access to ServiceNow. For example, third-party users might not have a ServiceNow license allocated to them or if a user’s hung session might be the only available workspace they have access to.
In these scenarios, Citrix provides a new self-service — Reset a session for other users — that allows authorized individuals within the organization to reset desktop or app sessions for users who do not have access to the ServiceNow portal. Additionally, role-based access control is available for this service. A new role — assistant — is also provided to enable admins to control who can use the service. The assistant role could be managers or assistants who work closely with the team.
See our documentation on resetting sessions for other users to learn more.
Troubleshooting Insights for Help Desks (Preview)
Usually, when end users want to report session failures and get help from IT, they need to log in to the ServiceNow portal to raise a ticket or call the helpdesk to create a ticket. Sometimes, the information within the ticket can be vague, making it hard to identify the target failure session. IT then has to contact the issue reporter to get more detail, which can delay issue resolution.
Citrix provides a feature, now in preview, to support both employees and IT in accelerating issue resolution. A ServiceNow service — Report Citrix Session Failures — is now available for end users to report desktop and app session issues. When employees raise a ticket, the workflow guides the user to choose their target session. After the ticket is created, the ITSM Adapter service can call APIs from Citrix DaaS components to provide troubleshooting information to IT through the User Requests page. The service can reach Citrix DaaS components that include the Delivery Controller, Citrix Health Check service, and more.
With this feature, IT now can get more specific details about the failures from within the ticket itself, saving time and helping to boost productivity. Learn more in our product documentation on reporting Citrix session failures and viewing details of user requests.
Sample Workflow for the “Run PowerShell Scripts on a Machine” Custom Activity
In our 22.6 release of the Citrix ITSM connector, we developed an out-of-box Citrix Remote PowerShell Custom Activity for your Workflow Editor environment that unlocked new opportunities for your Citrix workflow design. When designing your Citrix DaaS-related workflow, you could call the Custom Activity by simply providing authentication details, the target machine, and the script.
Now, in our 22.12 release, we are providing a sample workflow to help you visualize the use of the Run PowerShell Scripts on a Machine Custom Activity. Referencing this sample workflow will enable you to better understand and implement your own design in your Citrix environments.
See our product documentation on running PowerShell scripts on a machine to learn more.
Custom Activity to Assign Persistent Desktops to Users
Previously, when a user’s new VDI desktop request was approved, only the user permission was granted and the desktop assignment relied on the associated assignment rule. There was not a way to assign a specific desktop to the user from within the Citrix ITSM connector in ServiceNow. Now, we are excited to introduce a new custom activity — VDI assignment — that allows you to assign end users with dedicated desktops in a ServiceNow workflow rather than relying on Assignment Rules.
See our VDI assignment product documentation for more information.
Enhancements to the Citrix Alert and Notification Policies
We also have provided more options for Citrix Alert and Notification policies within the ITSM Adapter service, including filters, actions, and incident details. With these new options, you have greater flexibility in syncing and monitoring Citrix alerts and notifications. For example, you can configure policies so that incidents are created only for Critical Alerts to reduce the volume of incident tickets.
See our Citrix Alerts and Notifications product documentation for more information.
Get Started
Try these new features today! If you are a Citrix DaaS Premium or Premium Plus customer, you are automatically entitled to the Citrix ITSM Adapter service. If not, contact Citrix Sales to learn more about how you can upgrade or request a trial of the latest 22.12 release enhancements.
Disclaimer: The development, release and timing of any features or functionality described for our products remains at our sole discretion and are subject to change without notice or consultation. The information provided is for informational purposes only and is not a commitment, promise or legal obligation to deliver any material, code or functionality and should not be relied upon in making purchasing decisions or incorporated into any contract.
