The Citrix ITSM adapter for ServiceNow breaks the silos between your IT management team and Citrix administration team. It helps you improve automation at your organization  in a number of ways. It provides self-service capabilities for Citrix resources, out-of-the-box Citrix VDI and DaaS workflows, centralized management of Citrix events and notifications, and custom activities in the ServiceNow automation platform.

We have introduced quite a few exciting features to the Citrix ITSM Adapter for ServiceNow in the latest release. Let me walk you through these new features in the following sections to see how you could benefit from them.

Support for ServiceNow Vancouver

Vancouver is the latest ServiceNow instance version. We are excited to announce that it is now supported by Citrix ITSM adapter for ServiceNow. To make it work, you need to upgrade your Citrix ITSM connector plugin to the latest version in the ServiceNow application store. Here are the product details in ServiceNow.

Register your ServiceNow instance using a ServiceNow service account

“Service account” is a ServiceNow identity type with limited permissions compared to “user account” identity. It is usually used for web service access in consideration of restricted security policy.

Previously, the ITSM Adapter only supported “user account” identity with administrator privileges when registering ServiceNow instances. However, this was not acceptable by some customers, and they weren’t able to leverage the Citrix service. Now, we have removed this impediment by supporting “service account” identity in the instance registration process. The screenshot below highlights the option to use ServiceNow service account. 

Support for ServiceNow Flow Designer

Citrix ITSM adapter for ServiceNow supports you to build customized workflows by providing custom activities as building blocks in ServiceNow. To build a workflow, you need to put Citrix custom activities along with other building blocks together in a no-code editor. The last generation of the no-code editor is the Workflow Editor in ServiceNow, and it is what Citrix has supported over the years. Now, we have an even better option.

With the release of Flow Designer, the next generation of no-code editor in ServiceNow, we’ve been asked to support it by many customers. We have taken your feedback and are now able to introduce our support for Flow Designer!. By upgrading to the latest version of Citrix ITSM adapter connector plugin in ServiceNow, you unlock the power of Flow Designer in creating workflows containing Citrix activities. The screenshot below shows Citrix’s integration into Flow Designer. 

Streamlined ServiceNow OAuth reauthentication

In the modern digital world, it’s a best practice in most organizations to re-authenticate credentials periodically to reduce the risk of credentials being compromised. Previously in the Citrix ITSM adapter for ServiceNow, once a ServiceNow instance is registered, there isn’t a way to do reauthentication directly – you have to unregister it and register again, which can be quite time consuming.

Starting from this release, customers can easily reauthenticate ServiceNow instances by simply hitting “Reauthenticate” in the expanded dropdown list as shown below. Please note that only the instance which is currently registered can be re-authenticated in this way.

Support for naming ServiceNow instances

All ServiceNow instances once registered, whether it’s currently registered or not, are displayed in the Citrix ITSM adapter home page. The only way to identify an instance is by the instance URL. However, instance URLs may not be meaningful so could not be easy to remember.

To avoid things getting messed up, we introduce this feature to allow your name instances. You can name it either when registering or anytime after registration, as long as the instance is still registered, and you can change the name when you need to. In this way, you can have all instances well organized and easy to identify. The screenshot below shows you how it looks like for a named instance.

Getting Started

I hope you have learnt a bit about what you could benefit from these new features. I strongly recommend you to learn more details via the Citrix ITSM adapter for ServiceNow documentation. And be sure to have a try with the latest Citrix ITSM adapter for ServiceNow yourself. As always, we look forward to your feedback.

Disclaimer: This publication may include references to the planned testing, release and/or availability of Cloud Software Group, Inc. products and services. The information provided in this publication is for informational purposes only, its contents are subject to change without notice, and it should not be relied on in making a purchasing decision. The information is not a commitment, promise or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for products remains at the sole discretion of Cloud Software Group, Inc.