Citrix Cloud

IT Service Management (ITSM) Adapter

Overview

ITSM Adapter is a Citrix Cloud service that provides an easy way to extend ServiceNow’s capabilities into your Citrix environments. Citrix Virtual Apps and Desktops allows organizations to be more flexible and end users to be more productive with anywhere, any device access. The ITSM Adapter service further provides workflows for IT teams to easily automate and manage their Citrix environments, allowing them to focus on strategic projects.

To ensure that ITSM Adapter can interact with ServiceNow, add one of the following IP addresses to the Allow list of your ServiceNow instance:

ITSM Adapter region IP address
US 52.158.218.132/30
EU 20.54.214.12/30
Asia Pacific 20.195.2.68/30

What’s new

  • April 2021: We have made an enhancement to automatically generate a refresh token and an access token when you register a ServiceNow instance in Citrix Cloud. This enhancement frees you from using a separate tool to generate the tokens. For more information, see Step 4: Register a ServiceNow instance with Citrix Cloud.

  • April 2021: We have synchronized the Citrix alert policies that you set in the Citrix Virtual Apps and Desktops service to ServiceNow under Citrix IT Service Management Connector > Settings > Alert Policies. With the webhook monitor enabled for an alert policy, alerts meeting the policy are listed in ServiceNow under Citrix IT Service Management Connector > Alerts. You can also create incidents and assign them to specific assignees. To disable an alert policy in ServiceNow, click Disable Monitor. For more information, see Access Citrix alerts from within ServiceNow.

  • November 2020: We have simplified the deployment of the ITSM Adapter service.

  • November 2020: The ITSM Adapter service adds the Reporting dashboard for presenting request statistics.

  • November 2020: The ITSM Adapter service adds the Add users to Application Group(s) tab for ServiceNow administrators to select when processing application access requests.

  • November 2020: Access to a specific application can be limited to certain users in an Active Directory group. To facilitate the need, the ITSM Adapter service lists all Active Directory groups that can access a specific application on the Add users to Active Directory Group(s) tab. ServiceNow administrators can add a user to such an Active Directory group when processing application access requests.

  • June 2020: The ITSM Adapter service supports ServiceNow New York.

  • June 2020: The ITSM Adapter service implements the User Principal Name (UPN) to give Active Directory (AD) users an email address-like format to sign on with.

How the ITSM Adapter service works

The following diagram shows the ITSM Adapter service connecting ServiceNow and the Citrix Virtual Apps and Desktops environments.

ITSM Architecture

The ITSM connector is a plug-in installed in ServiceNow. It enables communication between ServiceNow and Citrix Cloud. The ITSM Adapter service, hosted on Citrix Cloud, processes requests from ServiceNow. The requests are routed to Delivery Controllers, which provision and manage resources in both on-premises and cloud sites. To enable resource management for your on-premises Citrix Virtual Apps and Desktops sites, go to Citrix Cloud and add your on-premises sites through site aggregation. Before adding on-premises sites, ensure that Citrix Gateway service is available for your Citrix Cloud account. For users that already subscribe to the Citrix Virtual Apps and Desktops service, the service instance is automatically listed on the Manage tab of the ITSM Adapter service on Citrix Cloud. The ITSM Adapter service accesses your sites through the Citrix Cloud Connector.

Roles and permissions

User

  • Requests apps and desktops

  • Resets sessions

ServiceNow administrator

  • Downloads and installs the Citrix ITSM connector from the ServiceNow store.

  • Provides the x_cion_citrix_it_s.ctx_itsm_admin role for users to configure the ITSM connector in ServiceNow.

Citrix administrator

  • Uses the administrator functions in the ITSM connector to set up the connection between ServiceNow and Citrix Cloud.

  • Adds on-premises Citrix Virtual Apps and Desktops sites through site aggregation.

  • Provides full administrator privileges on user domains and Delivery Controllers of the Citrix Virtual Apps and Desktops sites.

  • Provisions apps and desktops for users.

  • Resets user sessions.

Configuring ITSM Adapter for ServiceNow

Configuring the ITSM Adapter service for ServiceNow involves the following three steps:

  1. Subscribe to the Citrix Cloud service
  2. Configure the ITSM Connector for ServiceNow
  3. Add on-premises sites to Citrix Workspace through site aggregation
  4. Register a ServiceNow instance with Citrix Cloud

Step 1: Subscribe to the Citrix Cloud service

Sign on to Citrix Cloud using your Citrix credentials or sign up for a new account. For more information about signing up for Citrix Cloud, see Sign up for Citrix Cloud.

Citrix Cloud

The ITSM Adapter service is hosted on Citrix Cloud. Click Manage to proceed.

Tip:

The Manage button is available after user accounts are assigned the entitlement. Before that, Request Demo shows.

Step 2: Configure the Citrix ITSM connector for ServiceNow

You must have a ServiceNow HI Portal account and be a ServiceNow administrator to perform the steps in this section.

  1. Ensure that you have activated the ServiceNow Orchestration plug-in.

  2. Download and install the Citrix ITSM connector from the ServiceNow store.

  3. On the Citrix IT Service Management Connector pane, select Home and then click Authenticate. Type your Client ID and Secret (proxy credentials generated from the Citrix Cloud).

    ITSM ServiceNow authentication ITSM ServiceNow client ID

  4. Test the connection.

  5. Save the configuration. An acknowledgment from ServiceNow appears indicating that the connection is up and running.

Step 3: Add on-premises sites to Citrix Workspace through site aggregation

Note:

If you already subscribe to the Citrix Virtual Apps and Desktops service, the service instance is automatically listed on the Manage tab of the ITSM Adapter service on Citrix Cloud. Only on-premises sites require manual manipulation. You can add on-premises sites to Citrix Workspace through site aggregation.

  1. Go to Citrix Cloud and access the ITSM Adapter service.

    ITSM on Citrix Cloud

  2. Click the blue Manage button. The Overview tab appears.

    ITSM overview tab

  3. Click the Manage tab. The Manage tab presents the ServiceNow instances and the Citrix Virtual Apps and Desktops sites that are connected to the current Citrix Cloud account. If the on-premises site you want is not listed, add it through site aggregation.

    The manage tab

    For information on how to register a ServiceNow instance with Citrix Cloud, see Step 4: Register a ServiceNow instance with Citrix Cloud.

  4. To access and modify a Citrix Virtual Apps and Desktops site, select Manage Credentials from the dots menu.

    Select Manage Credentials

  5. On the Manage Credentials page, provide the full administrator credentials for the site.

    Select Manage Credentials

  6. Click Test to check the connection.

    The site is now running and connected to the ITSM Adapter service.

  7. Click Save.

Step 4: Register a ServiceNow instance with Citrix Cloud

This step is optional.

  1. Click Register ServiceNow Instance.

    Register a ServiceNow Instance

  2. Fill in the field values.

    The ServiceNow instance registration dialog

    Note:

    When you create an OAuth endpoint for external clients to access your instance, set Redirect URL to the value prompted in the note message. In this example, https://us-stage.itsm.cloudburrito.com/.

  3. In the Register a ServiceNow instance with Citrix Cloud dialog, click Connect. The instance login page appears.

    The ServiceNow instance login page

  4. Type credentials for your ServiceNow instance and click Log in. A page appears, requesting a permission for the OAuth endpoint to connect to your ServiceNow account on the specified ServiceNow instance.

    Requesting a permission to connect to ServiceNow

  5. Click Allow.

  6. Click Register ServiceNow Instance again. The refresh token and access token fields are automatically filled.

  7. Click Test to verify that you have installed the ITSM connector successfully. The Save button is available after the test completes successfully.

    Test completing successfully

  8. Click Save to save the instance.

    Your ServiceNow instance is saved

  • To enable or disable managing a Citrix Virtual Apps and Desktops service site, click the dots menu next to the service site and choose Enable Integration or Disable Integration, respectively.

  • One site can use multiple Cloud Connectors to connect to Citrix Cloud.

  • The ITSM Adapter service can connect to multiple ServiceNow instances.

  • An ITSM Connector can connect to only one ServiceNow instance.

Sample scenarios

Request for a desktop

User actions

  1. Log in to your ServiceNow instance.
  2. In the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:

    • Provisioning applications
    • Request a desktop
    • Reset a session
  4. Choose Request a desktop.

    Request a desktop

  5. On the Request a desktop page, use the search tool in the Configuration area to look for available machine catalogs.

    Looking for available machine catalogs

  6. Select a target operating system. Click Order Now.

    Order now

Administrator actions

The Requests page displays the list of requests by users.

List of requests

  1. Click the icon next to the request ID and then Open Record. The details of the request appear.

    Request details

  2. Choose the machine catalog first and then the delivery group from the list.

  3. Click Update.

The requested desktop is now provisioned and assigned to the user.

Request for apps

User actions

  1. Log in to your ServiceNow instance.
  2. On the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:
    • Provision applications
    • Request a desktop
    • Reset a session
  4. Choose Provision applications.
  5. On the Provision applications page, available users and applications are listed. Choose users and the applications you want to assign to them. Click Order Now.

    Application provisioning

Administrator actions

  1. The Requests page displays the list of requests by users. Click the icon next to the application request ID and then Open Record. The details of the request appear.

  2. There are three options to complete app provisioning:

    • Add users to Delivery Group(s): Click the lock icon to add users to a specific delivery group and then click Update.
    • Add users to Application Group(s): Click the lock icon to add users to a specific application group and then click Update.
    • Add users to Active Directory Group(s): Click the lock icon to add users to a specific Active Directory group and then click Update.

    Application provisioning

The selected apps are now provisioned and assigned to the user.

Reset a session

User actions

  1. Log in to your ServiceNow instance.
  2. In the left pane, navigate to Citrix IT Service Management Connector and choose Services.
  3. On the Citrix IT Service Management Connector Services page, click Citrix Virtual Apps and Desktops. The following services appear:
    • Provision applications
    • Request a desktop
    • Reset a session
  4. Choose Reset a session.
  5. On the Reset a session page, select a desktop or app session of the current user and click Order Now to log off from the session.

Note:

Regardless of whether provisioned by an administrator or a user, all applications running in the session are reset.

Access Citrix alerts from within ServiceNow

On the Monitor tab of the Citrix Virtual Apps and Desktops service, you can set alert policies to monitor the running status of your environment.

Citrix alert policies in the Citrix Virtual Apps and Desktops service

The alert policies are also available in ServiceNow under Citrix IT Service Management Connector > Settings > Alert Policies.

Citrix alert policies in ServiceNow

You can open an alert policy of your choice and click Enable Monitor. After that, alerts meeting the policy can be listed in ServiceNow under Citrix IT Service Management Connector > Alerts.

Enabling the monitor for an alert policy

The following screen capture shows alerts presented in ServiceNow.

Alerts presented in ServiceNow

You can also create incidents and assign them to specific assignees for alert handling.

Creating incidents and selecting assignees

If the monitor is disabled, alerts meeting the specific policy are not synchronized to ServiceNow.

IT Service Management (ITSM) Adapter