Citrix Cloud

IT Service Management (ITSM) Adapter

ITSM Adapter is a Citrix Cloud service that provides an easy way to extend ServiceNow’s capabilities into your Citrix Virtual Apps and Desktops environments. This service provides ITSM workflows in ServiceNow for IT teams to deliver and manage Citrix Virtual Apps and Desktops in the cloud and on-premises sites.

ITSM Architecture

This article shows you how to onboard, access, use, and administer the ITSM Adapter service.

What’s new

December 2021

  • New version of Citrix ITSM Connector now available: 21.12.0. You can download it from the ServiceNow Store. Note: version 2110.1.0 was renamed to version 21.10.0.

  • Support for role-based access control. Administrators can now assign IT members with different roles for access control over the Citrix ITSM Adapter service. For more information, see Assign your IT members with Citrix ITSM roles.

  • Support for two new services for managing Citrix Virtual Apps and Desktops. For more information, see the following:

  • Support for adding users to AD groups when processing Request a desktop tickets. For more information, see Assign a user with the requested desktop.

  • Support for assigning incidents triggered by Citrix alerts or notifications to Assignment Groups. When you assign an incident triggered by a Citrix alert or notification, you can now assign it to an Assignment Group in addition to an IT member. For more information, see Administer Citrix alerts and notifications.

  • Orchestration enhanced. More custom activities are provided, including Create MCS task, Retrieve MCS task status, Send message to session, and Update maintenance mode.

  • Table information published. Tables used in the Citrix ITSM plug-in are described in the developer documentation, enabling more customization.

To learn about features available in previous versions, see What’s new history

Onboard the ITSM Adapter service

Onboarding the ITSM Adapter service involves the following steps:

Step 1: Verify you have subscribed to the Citrix Virtual Apps and Desktops service

Step 2: Install and configure the Citrix ITSM connector in ServiceNow

(Optional) Step 3: Add on-premises sites to Citrix Cloud through site aggregation

Step 4: Add your ServiceNow instance to the ITSM Adapter service

Requirements

To onboard the ITSM Adapter service, make sure you have the following things ready:

  • An account with system administrator permission in your ServiceNow Service Management Portal.

  • An account with administrator permission in the Citrix Cloud console.

  • Connectivity between your ServiceNow instance and the IP address of the region where your Citrix Cloud account is located.

    Citrix Cloud region IP address
    US 52.158.218.132/30
    EU 20.54.214.12/30
    Asia Pacific 20.195.2.68/30

Step 1: Verify you have subscribed to the Citrix Virtual Apps and Desktops service

Sign in to Citrix Cloud using your Citrix credentials or sign up for a new account.

If you have an active subscription to the Citrix Virtual Apps and Desktops service or signed up for a free trial, the ITSM Adapter service appears in the My Services list. Otherwise, check with your Citrix representatives.

Citrix Cloud

Tip:

The Manage button is available only when your organization has the valid subscription to the Citrix Virtual Apps and Desktops Premium Edition. Before that, Request Demo is displayed.

Step 2: Install and configure the Citrix ITSM connector in ServiceNow

  1. Sign in to the Citrix Cloud console.

  2. Create a Secure Client for the Citrix ITSM connector you’ll install for your ServiceNow instance. Next, store the Secure Client ID and Secret in a safe place. For more information, see Get started with Citrix Cloud APIs.

    Secure Client ID and Secret

  3. Sign in to your ServiceNow Service Management Portal.

  4. Verify you’ve activated the ServiceNow Orchestration plug-in.

    If any dependency is missing on your ServiceNow instance, you’re prompted to install.

    Prompt for dependencies

  5. Install the Citrix IT Service Management Connector for your ServiceNow instance:

    1. In the left pane, type Applications in the Filter navigator field, and then click All Available Applications > All.

    2. On the All applications page, search for Citrix in the search bar.

      Install ITSM connector

    3. In the search results, locate Citrix IT Service Management Connector, and then click Install.

    4. Follow the onscreen instructions to complete the installation.

    Note:

    To verify you download the latest version of the Citrix ITSM connector plug-in, click Other App Versions.

  6. Set up the authentication connection with the ITSM Adapter service:

    1. In the left pane, click Citrix IT Service Management Connector > Home.

    2. On the Citrix IT Service Management Connector Guided Stepup page that appears, click Authenticate.

      ITSM ServiceNow authentication

    3. In the Citrix Cloud Authentication dialog that appears, type the Secure Client ID and the Secret that you created in Citrix Cloud.

    4. Click Test to test the connection to the ITSM Adapter.

    5. Save the configuration.

    An acknowledgment from ServiceNow appears, indicating that the connection is up and running.

    ITSM connector is up and running

(Optional) Step 3: Add on-premises sites to Citrix Cloud through site aggregation

  1. Sign in to the Citrix Cloud console.

  2. On the ITSM Adapter tile, click the Manage button. The IT Service Management Adapter page appears.

    ITSM overview tab

  3. Click the Manage tab. The Manage page appears with the following sites listed:

    • The Citrix Virtual Apps and Desktops service site that is connected to your Citrix Cloud account

    • The on-premises sites that you’ve added to Citrix Cloud

    The manage tab

  4. Click the dots sign next to the service site that you want the ITSM Adapter service to manage, and then select Enable Integration.

  5. To add an on-premises site to Citrix Cloud, follow the steps described in site aggregation.

  6. To set up the connection between the ITSM Adapter service and an on-premises site, follow these steps:

    1. On the Manage page, locate an on-premises site as needed, and then select Manage Credentials from the dots sign.

      Select Manage Credentials

    2. Type the credentials of the full administrator of the site.

    3. Click Test to check the connection.

      You’re prompted when the site is running and connected to the ITSM Adapter service.

    4. Click Save.

Step 4: Add your ServiceNow instance to the ITSM Adapter service

To enable the Citrix Cloud to send messages such as alerts and notifications to your ServiceNow instance, add your ServiceNow instance to the ITSM Adapter service.

Detailed steps are as follows:

  1. Sign in to the Citrix Cloud console.

  2. On the ITSM Adapter tile, click Manage. The IT Service Management Adapter page appears.

  3. Click the Manage tab. Next, click Add a ServiceNow Instance. The Add a ServiceNow Instance in Citrix Cloud dialog appears.

    Add a ServiceNow Instance

  4. Following the onscreen instructions, open a new tab in your browser to access your ServiceNow Service Management Portal to create an OAuth endpoint for the ITSM Adapter service. For more information, see Create an OAuth Endpoint for the ITSM Adapter service.

  5. After you create the OAuth endpoint for the ITSM Adapter service, return to the tab that has the Add a ServiceNow Instance in Citrix Cloud dialog open. Type the URL of your ServiceNow instance and the Client ID and Client Secret you generated for the ITSM Adapter service in step 4.

    Fill in the field values for your ServiceNow instance

  6. Click Connect. Your ServiceNow instance login page appears.

  7. Type the user name and password of your ServiceNow account, and then click Log in. A page appears, requesting your permission for the ITSM Adapter to connect to this ServiceNow account on your ServiceNow instance.

    Requesting a permission to connect to ServiceNow

  8. Click Allow. You’re taken back to the Add a ServiceNow Instance in Citrix Cloud dialog.

    The Add a ServiceNow Instance in Citrix Cloud dialog

  9. Click Save instance. The ITSM Adapter service starts testing the connections with the Citrix ITSM connector. If the test completes successfully, it starts saving your ServiceNow instance. After your ServiceNow instance is saved successfully, the Add a ServiceNow Instance in Citrix Cloud dialog closes automatically.

    A ServiceNow Instance added

After you complete the preceding steps successfully, your IT members and end users can now access the ITSM Adapter service.

Change to another ServiceNow Service instance

  1. On the Manage page of the ITSM Adapter service, click the dots sign next to the existing ServiceNow service Instance.
  2. Select Unregister.
  3. Add a different ServiceNow service instance by clicking Add a ServiceNow Instance.

Create an OAuth Endpoint for the ITSM Adapter service

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, click System OAuth > Application Registry. To quickly locate the menu, type oauth in the Filter navigator field.

  3. On the Application Registries page, click New next to Application Registries.

    Create an OAuth endpoint in ServiceNow

  4. On the OAuth application page that appears, select Create an OAuth API endpoint for external clients.

  5. On the Application Registries New record page that appears, create an OAuth endpoint:

    1. Type a name for the OAuth endpoint.
    2. Click the lock icon next to the Redirect URL field, and then type the Redirect URL that was prompted in the Add a ServiceNow Instance in Citrix Cloud dialog in the Citrix Cloud console.
    3. Click Submit.
  6. On the Application Registries page that appears, locate the OAuth endpoint that you created.

  7. Click the OAuth endpoint name to open its detail page.

    OAuth endpoint details

  8. Store the Client ID and Client Secret of the OAuth endpoint.

  9. Return to the Citrix Cloud console to continue the remaining steps for adding your ServiceNow instance to the ITSM Adapter service.

Access the ITSM Adapter service

After your organization onboards the Citrix ITSM Adapter service, your IT members and end users can access the service by using the following user interfaces:

  • ServiceNow Service Management Portal for IT members

    The Citrix IT Service Management Connector menu is available in the left pane of the portal. IT members can use the menu items to do the following:

    • Process user requests for Citrix Virtual Apps and Desktops
    • Administer the Citrix ITSM Adapter service
    • Administer alerts and notifications from Citrix Cloud

    ServiceNow Service Management Portal

  • ServiceNow Service Portal for end users

    The Citrix IT self-service items are available in the portal. End users can use them to manage sessions, power manage Citrix Virtual Desktops, request Citrix Virtual Apps and Desktops, and more.

    To locate the Citrix ITSM Adapter service quickly, search for Citrix in the Search field at the upper-right corner.

    ServiceNow Service Management Portal

  • ServiceNow Virtual Agent integration

    The Citrix ITSM Adapter service is integrated with the ServiceNow Virtual Agent. The automated, AI-enabled Virtual Agent interacts with end users through predefined topic conversations, helping end users accomplish specific goals such as resetting a virtual desktop or application session. End-user services can be available in web chatbot, NowMobile, and collaboration tools such as Microsoft Teams and Slack.

    ServiceNow Service Management Portal

Assign your IT members with Citrix ITSM roles

To allow your IT members to access menus dedicated to the Citrix ITSM Adapter service, assign them with the corresponding roles in the ServiceNow Service Management Portal:

  • x_cion_citrix_it_s.ctx_itsm_admin role for Citrix ITSM administrators
  • x_cion_citrix_it_s.ctx_itsm_operator role for Citrix ITSM operators

The following table lists the menus of the ITSM Adapter service and their availability to the preceding roles.

Service menu x_cion_citrix_it_s.ctx_itsm_admin role x_cion_citrix_it_s.ctx_itsm_operator role
Home Yes No
User Requests Yes Yes
Deprovision List Yes Yes
Service Yes Yes
Alerts & Notifications Yes Yes
Studio Dashboard Yes Yes
Statistics Report Yes Yes
Configuration Yes No

For more information about how to assign roles to users, see the ServiceNow documentation.

Typical use cases

This section guides you through the typical use cases with the Citrix ITSM Adapter service:

Requirements

To access the ITSM Adapter service items in the Service Management Portal, you must be assigned at least the Citrix ITSM operator role (x_cion_citrix_it_s.ctx_itsm_operator).

In the ServiceNow Service Portal, Citrix ITSM service items are available to all end users.

Request a desktop

End users can request a desktop for themselves. As the Citrix ITSM operator, you can view the user requests and assign desktops based on user requests.

Tip:

Users with the Citrix ITSM administrator role can set which desktops are available for users to request. For more information, see Set application and desktop availability for user requests, later in this article.

End users request a desktop

  1. Sign in to the ServiceNow Service Portal.

  2. Locate and click Request a desktop. The Request a desktop page appears.

  3. From the Configuration drop-down menu, select a delivery group where you want to request the desktop.

    Looking for available machine catalogs

  4. Click Request.

    Citrix ITSM operators can view the request in the ServiceNow Service Management Portal.

Assign a user with the requested desktop

As the Citrix ITSM operator, you can assign users with desktops they requested. Or, you can add users to Active Directory (AD) groups associated with the requested desktops.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > User Requests.

  3. On the User Requests page that appears, locate a Request a Desktop record whose State is Open.

    Request details

  4. Click the information icon next to the request ID, and then click Open Record. The request page appears.

    If you are prompted the machine catalog is short on machines, you can click the hyperlink provided in the message to create a machine creation request immediately. Or you can start a machine creation request later after completing the current desktop request. For more information, see Add MCS-created machines.

  5. To assign the user with the delivery group that contains the requested desktop, click Update.

  6. To add the user to an AD group associated with the delivery group that contains the requested desktop, follow these steps:

    1. Select the AD group from the AD group to be added to drop-down menu. The drop-down list displays all AD groups that are associated with the requested desktop.

      Note:

      • The ITSM connector periodically synchronizes configurations from Citrix Cloud. Currently, the synchronization cycle is one hour. The Citrix ITSM administrator can start an immediate sync from the Home menu.
      • To enable the Citrix ITSM connector to add users to AD or Azure AD groups, activate the Active Directory Automation solution in ServiceNow.
    2. Click Update.

    The Citrix Virtual Apps and Desktops service starts to assign the desktop to the user. After the task completes, you can see the result (succeed or fail) in the Comments field.

Request applications

Both end users and Citrix ITSM operators can request applications for all users in your organization. Citrix ITSM operators can view the users requests and assign applications to users by adding them to relative groups.

Tip:

IT members with the Citrix ITSM administrator role can set which applications are available for users to request. For more information, see Set application and desktop availability for user requests, later in this article.

End users request applications

End users can request applications for themselves and for other users.

  1. Sign in to the ServiceNow Service Portal.

  2. Locate and click Request applications. The Request applications page appears.

    Currently logged-in user is selected by default

  3. Click the blank space of each field to select or type one or more users and applications.

  4. Click Request.

    Citrix ITSM operators can view the request in the ServiceNow Service Management Portal.

Request applications for users

As the Citrix ITSM operator, you can request applications for users in your organization.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops.

  3. Click Request applications. The Request applications page appears.

    Application request administrator view

  4. Select one or more users:

    1. Click the lock icon to unlock the field.
    2. In the blank space of the field, type a user name, and then click the target user. The user appears in the user list.
    3. To remove a user from the user list, click the delete icon.
    4. Click the lock icon to confirm the selection.
  5. Select one or more applications in the same way as you select users.

  6. Click Order Now.

    Citrix ITSM operators can see the request in the ServiceNow Service Management Portal.

Assign users with the requested applications

As the Citrix ITSM operator, you can view a user’s request for applications. If needed, assign users in the request with the requested applications.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > User Requests.

  3. On the User Requests page that appears, locate a Request Applications record whose State is Open.

  4. Click the information icon next to the application request ID, and then click Open Record. The details of the request appear.

    Add users to Delivery Groups

  5. Assign the applications to the users by adding them to the following groups:

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

    Note:

    • The ITSM connector periodically synchronizes configurations from Citrix Cloud. Currently, the synchronization cycle is one hour. The contents on each tab shows the requested application’s relevant settings in Citrix Virtual Apps and Desktops. For example, the Add users to Active Directory Group(s) tab displays all AD groups related to the requested application.
    • To enable the Citrix ITSM connector to add users to AD or Azure AD groups, activate the Active Directory Automation solution in ServiceNow.
  6. Click Update.

    The Citrix Virtual Apps and Desktops service starts to assign users with the requested applications. After the task completes, you can see the result (succeed or fail) in the Comments field.

Reset a session

End users can reset their desktop or app sessions on their own. After end users submit their requests, the target desktops or apps reset immediately.

  1. Sign in to the ServiceNow Service Portal.

  2. Locate and click Reset a session. The Reset a session page displays all your desktop and application sessions.

    Select a session to reset

  3. Select a desktop or app session, and then click Request.

    The target desktop or app session ends immediately. Citrix ITSM operators can see the request and its status in the ServiceNow Service Management Portal.

Add MCS-created machines

As the Citrix ITSM operator, when you’re handling user requests for desktops, you might be prompted the requested machine catalog is short on machines. If that happens, you can submit a request for provisioning new machines. After a Citrix ITSM operator or administrator who has the domain credentials approves this request, Machine Catalog Services (MCS) starts to provision the machines.

Note:

You can add machines only to the machine catalogs that are hosted on the Citrix Virtual Apps and Desktops service.

Submit a request for provisioning machines

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops.

  3. Click Add MCS-created machines.

    Add a custom number of machines to a catalog by using MCS

  4. Select where you want to add the machines:
    • In the Machine Catalog field, type the name of the machine catalog you want to add the machines to. Next, click the search icon to search and select it.
    • (Optional) In the Delivery Group field, type the name of the delivery group you want to add the machines to. Next, click the search icon to search and select the group.
  5. (Optional) From the Power On drop-down menu, select the power status of the new machines. By default, the newly created machines are in power-off state.

  6. In the Quantity field, type the number of machines you want to add, and then click Order Now.

    Citrix ITSM operators can see the request in the ServiceNow Service Management Portal.

Approve the requests

Before approving a request, get the credentials of the domain where the requested machines are located.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > User Requests.

  3. Open the record of a machine creation request. The Requested Item page appears.

    MCS machine creation request

  4. Type your domain credentials, and then click Update at the upper-right corner.

    Machine creation starts to run in the background. After it completes, you can see the result (succeed or fail) in the Comments field.

    MCS machine creation task running in the background

Note:

The domain credentials you provide are for one-time use only. Your ServiceNow instance doesn’t store or cache them.

Power manage VDI desktops

Both end users and Citrix ITSM operators can power manage VDI desktops:

  • End users can power manage their own VDI desktops.
  • Citrix ITSM operators can power manage all VDI desktops in the deployment.

After a request is submitted, the requested power action is applied on the virtual desktop immediately.

End users power manage their own VDI desktops

End users can power manage their own VDI desktops.

  1. Sign in to the ServiceNow Service Portal.

  2. Locate and click Power manage VDI desktops.

  3. On the page that appears, select the target VDI desktop, and then select a power action to apply on the target VDI desktop.

    Tip:

    Only VDI desktops are available for selection.

  4. Click Submit. The selected power action is applied to the target desktop immediately.

Power manage VDI desktops

As the Citrix ITSM operator, you can power manage a VDI desktop in your deployment.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops.

  3. Locate and click Power manage VDI desktops.

  4. User the filters to target the VDI desktops.

    Fields for filtering VDI desktops

    For example, after you select a user from the drop-down menu, all machines of the user are listed. You can also select all users by setting the User field to All, and then set the other fields to filter VDI desktops.

  5. Select a target VDI desktop, and then select a power action to apply on the target VDI desktop.

  6. Click Order Now.

    The selected power action is applied on the target desktop immediately. Administrator approval or intervention is not needed.

View the status of a power management action

  1. In the left pane, go to Citrix IT Service Management Connector > User requests.

  2. On the User Requests page that appears, locate a Power manage VDI desktops request as needed. You can view its status in the State field.

Deprovision static desktops

As the Citrix ITSM operator, you can deprovision static desktops to take back resources by using one of the following ways:

Deprovision an idle static desktop

The Deprovisioning List menu displays idle static desktops that you can deprovision to take back resources.

Citrix ITSM operators can specify idle days before desktops can be deprovisioned. For more information, see enable deprovisioning for idle static desktops.

To deprovision static desktops to take back idle resources, follow these steps:

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Deprovisioning List. The Deprovisioning List page appears.

    Deprovisioning list

  3. Select an idle desktop record as needed. An idle desktop has the State field shown Deprovision Notify.

  4. From the Actions on selected rows drop-down menu in the lower left of the list, choose a deprovisioning type as needed:

    • Deprovision Desktop. To remove the desktop from your cloud deployment.
    • Deprovision User Access. To keep the desktop but remove the current user’s access rights.

    Alternatively, you can click the Associated User field to open the desktop details page, and then click Deprovision Desktop or Deprovision User Access at the bottom of that page.

  5. Click Update.

    The deprovisioning task starts to run in the background. When the task completes, the State field of this record shows Resolved.

Deprovision a static desktop

As the Citrix ITSM operator, you can deprovision static virtual desktops, depending on your needs.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops.

  3. Locate and click Deprovision a static desktop.

  4. Use the following filters to locate the target desktop:
    • User: select the user who is using the desktop. To ignore this filter, select All.
    • Delivery Group: (optional) select the delivery group where the desktop belongs.
    • Machine Catalog: (optional) select the machine catalog where the desktop belongs.

    The Search Results field shows the static desktops that meet the search criteria you selected.

  5. In the Search Results field, select the target desktop.

  6. From the Deprovision Type drop-down menu, select the type you want:

    • Deprovision Desktop. To remove the desktop from your cloud deployment.
    • Deprovision User Access. To keep the desktop but remove the current user’s access rights.
  7. Click Update.

    The deprovisioning task starts to run in the background. To see the task progress, go to the User Requests menu. When the task completes, the State field of this request shows Closed Complete.

Reset user profiles

Both end users and Citrix ITSM operators can reset user profiles:

  • End users can reset their own user profiles.
  • Citrix ITSM operators can reset user profiles for users in the Citrix Virtual Apps and Desktops deployment.

End users reset their own user profiles

  1. Sign in to the ServiceNow Service Portal.

  2. Locate and click Reset User Profiles.

  3. On the page that appears, click Request.

    The user’s profile resets immediately.

Reset user profiles for users

As the Citrix ITSM operator, you can reset user profiles for users of your Citrix Virtual Apps and Desktops deployment.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Services > Citrix Virtual Apps and Desktops.

  3. Locate and click Reset user profiles.

  4. In the Users field, click the lock icon to unlock the field.

  5. Search for a user by user name, and then click the add icon to add the user to the Users list. If needed, repeat this step to add more users.

  6. To delete a user from the Users list, select the user and click the delete icon.

  7. Click the lock icon to confirm your selection.

  8. Click Order Now.

    To see the progress of this reset task, go to the User Requests menu. When the reset task completes, its State field shows Closed Complete.

Administer the ITSM Adapter service

The Studio Dashboard menu provides a central view of your Citrix Virtual Apps and Desktops delivery. If you’re assigned the Citrix ITSM operator role or higher, you can view the following information of your delivery:

  • Published applications
  • Published desktops
  • Machine catalogs
  • Delivery groups
  • Application groups

Studio dashboard view

With the Studio Dashboard menu, you can also administer the Citrix ITSM services in the following ways:

Requirements

You must be assigned at least the Citrix ITSM operator role (x_cion_citrix_it_s.ctx_itsm_operator).

Sync delivery data immediately

The Citrix ITSM connector synchronizes delivery data from connected Citrix Virtual Apps and Desktops sites to the Studio Dashboard menu. The synchronization occurs every hour. Citrix ITSM administrators can sync the data immediately by using the following steps:

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Home.

  3. On the Data Synchronization tile, click Refresh Data.

Set application and desktop availability for user requests

By default, all applications and desktops are available for user requests. You can disable or enable their availability as needed.

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Studio dashboard.

  3. Click the Published Applications or the Published Desktops tab as needed.

  4. Select one or more target applications or desktops.

  5. From the Actions on selected rows drop-down menu, select an action as need:

    • To hide the selected applications or desktops from the request list, select Disable availability for requests.

    • To make the selected applications or desktops available for user requests, select Enable availability for requests.

    Disable or enable availability for requests

Enable deprovisioning for idle static desktops

To enable Citrix ITSM operators to take back resources from idle static desktops, you can enable deprovisioning based on delivery groups. If needed, you can also change the default idle days for notification and for deprovisioning. Enabling deprovisioning is available only for delivery groups allocated to static desktops.

To enable deprovisioning for idle desktops in a static delivery group, follow these steps:

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Studio dashboard.

  3. Click the Delivery Groups tab.

  4. Click the name of the target delivery group whose Allocation Type field shows Static.

    Clicking the name of a delivery group

  5. On the page of the selected delivery group that appears, select Enable Deprovisioning.

  6. In the Days of Idling Before Alerts field that appears, change the value if needed. When the idle days of a desktop in the delivery group exceed this value, an incident is created in ServiceNow as an alert. To avoid generating such incidents, set Days of Idling before Alerts to 0.

  7. In the Days of Idling Before Provisioning field that appears, change the default value, if needed. When the idle days of a desktop in the delivery group exceed this value, the desktop appears on the Deprovisioning List for Citrix ITSM operators to decide to deprovision.

  8. Click Update.

Administer Citrix alerts and notifications

As the Citrix ITSM administrator, you can synchronize alerts and notifications from the Citrix Cloud to your ServiceNow instance. After that, Citrix ITSM operators can monitor them directly in the ServiceNow Service Management Portal.

In details, you can do the following:

Requirements

You must be assigned the Citrix ITSM administrator role (x_cion_citrix_it_s.ctx_itsm_admin).

Sync alerts from the Citrix Apps and Desktop service

In the Citrix Apps and Desktops service portal, alerts are generated based on the alert policies administrators create. The ITSM Adapter service automatically synchronizes all alert policies to your ServiceNow instance every one hour. Based on alert policies, you can sync alerts of your choice to your ServiceNow instance for monitoring.

For more information about alert policies, see the Citrix Virtual Apps and Desktops documentation – Director and the Citrix Virtual Apps and Desktops service documentation – Monitor.

To sync alerts corresponding to an alert policy and create the ServiceNow incidents for the alerts, follow these steps:

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, select Citrix IT Service Management Connector > Configurations > CVAD Alert Policies. The CVAD Alert Policies page appears.

    Citrix alert policies in ServiceNow

  3. To synchronize alert policies from the Citrix Virtual Apps and Desktops service immediately, click Refresh.

  4. Click a policy name as needed. The target alert policy window appears.

  5. Click Enable Monitor at the bottom of the page.

  6. To create incidents for the alerts, do the following:

    1. Select Create incident.

    2. (Optional) In the Assignment group field, type the name of the assignment group you want to assign the incident to. Next, click the search icon to search and select the group.

    3. (Optional) In the Assign to field, type the name of the IT member who is responsible for the incident. Next, click the search icon to search and select the member.

  7. Click Update.

    Alerts corresponding to the selected policy are synchronized to your ServiceNow instance. Citrix ITSM operators can see them on the Citrix IT Service Management Connector > Alerts and Notifications page.

To stop monitoring alerts corresponding to an alert policy, open the policy and then click Disable Monitor.

Sync notifications from Citrix Cloud

Citrix Cloud notifications provide information about issues or events that need administrators’ attention, such as new Citrix Cloud features or problems with a machine. Citrix Cloud notifications can originate from any service within Citrix Cloud. To monitor the notifications in the ServiceNow Service Management Portal, you can create policies to synchronize notifications of your choice to your ServiceNow instance.

For more information about Citrix Cloud notifications, see Citrix Cloud documentation.

To create a policy for synchronizing the Citrix Cloud notifications, follow these steps:

  1. Sign in to your ServiceNow Service Management Portal.

  2. In the left pane, go to Citrix IT Service Management Connector > Configurations > Citrix Cloud Notification Policies.

    Citrix Cloud Notification Policies

  3. On the Citrix Cloud Notification Policies page, click New.

  4. On the new record page that appears, type a policy name, and then select the Severity and Priority filtering conditions.

  5. To create incidents for notifications that meet the policy, do the following:

    1. Select Create incident.

    2. (Optional) In the Assignment group field, type the name of the assignment group you want to assign the incident to. Next, click the search icon to search and select the group.

    3. (Optional) In the Assign to field, type the name of the IT member who is primarily responsible for the incident. Next, click the search icon to search and select the member.

  6. Click Create. The policy you created is now displayed on the Citrix Cloud Notification Policies page.

    Notifications that meet the policy are synchronized from Citrix Cloud to your ServiceNow instance. Citrix ITSM operators can see them on the Citrix IT Service Management Connector > Alerts and Notifications page.

What’s new history

October 2021

  • We have updated the ITSM connector version from 2108.1.0 to 2110.1.0.

  • As an experimental feature, the Citrix ITSM connector plug-in now includes custom activities that you can use to create or customize workflows. For more information, see the developer documentation.

  • ServiceNow administrators and end users can now apply the following power actions on a Virtual Desktop Infrastructure (VDI) desktop:

    • Start
    • Shut down
    • Force shutdown
    • Reboot
    • Force reboot

    For more information, see the Power manage VDI desktops section in this article.

  • Starting with Version 2108.1.0, you can remove a VDI desktop from your cloud deployment when its idle time exceeds the configured deprovisioning threshold. This release enhances the VDI desktop deprovisioning feature by offering an extra option to retain such a VDI desktop but remove the current user’s access rights. For more information, see Studio dashboard in this article.

  • You can now configure which desktops are available for user requests. If you want to hide a desktop from the request list, find the application on the Published Desktops tab of Studio Dashboard, select it, and then choose the Disable availability for requests action. To unhide the application on the request list, select it and choose Enable availability for requests.

  • We have added the following pieces of information to the home menu of the Citrix ITSM connector in ServiceNow:

    • Version of the Citrix ITSM connector plug-in
    • Synchronization of Citrix Virtual Apps and Desktops delivery data and alert policies to ServiceNow
    • Custom activities that help to build workflows
    • A learn more link to this article from within ServiceNow

    The home menu of the Citrix ITSM connector in ServiceNow

August 2021

  • We have updated the ITSM connector version from 2106.1.1 to 2108.1.0.
  • The ITSM Adapter service supports ServiceNow Rome.
  • We have restructured the global navigation of the Citrix ITSM connector in ServiceNow. For example, we have aggregated your Citrix Virtual Apps and Desktops delivery on a single Studio Dashboard and renamed some of the former navigation menus. The former Requests, Reporting, Alerts, Settings, and Alert Policies menus are now called User Requests, Statistics Report, Alerts and Notifications, Configurations, and CVAD Alert Policies, respectively. We have also added a navigation menu - Citrix Cloud Notification Policies.
  • We have simplified the process of adding a ServiceNow instance in Citrix Cloud. For more information, see Step 4: Add a ServiceNow instance in Citrix Cloud in this article.
  • You can now set which applications are available for user requests. If you want to hide an application from the request list, find the application on the Published Applications tab of Studio Dashboard, select it, and then choose the Disable availability for requests action. To show back the application on the request list, select it and choose Enable availability for requests. For more information, see Studio dashboard in this article.
  • You can now subscribe to Citrix Cloud notifications of your interest. For more information, see Access Citrix Cloud notifications from within ServiceNow in this article.
  • You can now reclaim idle resources from VDI desktops that are hosted on the Citrix Virtual Apps and Desktops service. For more information, see Studio dashboard in this article.

June 2021

  • We have updated the ITSM connector version from 1.8.0 to 2106.1.1.

  • We have extended our service options to let you add MCS-created machines when a requested machine catalog is short on machines. The machine catalog you are scaling out must be hosted on the Citrix Virtual Apps and Desktops service. For more information, see Add MCS-created machines.

April 2021

  • The ITSM Adapter service supports ServiceNow Quebec.

  • We have made an enhancement to automatically generate a refresh token and an access token when you add 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: Add a ServiceNow instance in Citrix Cloud.

  • 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.

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

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

  • 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.

  • 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.

IT Service Management (ITSM) Adapter