Citrix Cloud

IT Service Management (ITSM) Adapter

Overview

ITSM Adapter is a Citrix Cloud service. With the ITSM connector installed in ServiceNow, ITSM Adapter provides an easy way to extend ServiceNow’s capabilities into your Citrix Virtual Apps and Desktops (CVAD) environments. It provides workflows for IT teams to automate and manage both cloud sites and on-premises sites that connect to Citrix Cloud, allowing them to focus on strategic projects.

ITSM Architecture

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

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 (CVAD) 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 CVAD 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.

Onboard the ITSM Adapter service

Onboarding the ITSM Adapter service involves the following five steps:

  1. Verify that you have subscribed to the Citrix Virtual Apps and Desktops service

  2. Configure the ITSM connector in ServiceNow

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

  4. Add a ServiceNow instance in Citrix Cloud

  5. Publish ITSM Adapter to the ServiceNow service portal for end user access

Note:

Before proceeding to the following steps, ensure that you have ServiceNow administrator and Citrix administrator privileges.

  • As a ServiceNow administrator, you can have permission to activate the ServiceNow Orchestration plug-in and to download and install the ITSM connector plug-in. You can also provide the x_cion_citrix_it_s.ctx_itsm_admin role to configure the ITSM Connector plug-in in ServiceNow.

  • As a Citrix administrator, you can have access to the Citrix Virtual Apps and Desktops service portal and perform required configurations as follows.

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

Sign on to Citrix Cloud using your Citrix credentials or sign up for a new account. If you have successfully signed up for a free trial or have subscribed to the Citrix Virtual Apps and Desktops service, you are able to see the ITSM Adapter service similar to the following screen capture. Otherwise, check with your Citrix representatives.

Citrix Cloud

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 in ServiceNow

  1. Go to Citrix Cloud and create a Secure Client for onboarding the ITSM adapter service in Citrix Cloud. Keep a record of the Secure Client ID and Secret. For more information, see Get started with Citrix Cloud APIs.

    Secure Client ID and Secret

  2. Ensure that you have a ServiceNow HI Portal account and have ServiceNow administrator privileges.

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

    If necessary dependencies are missing on your ServiceNow instance, you are prompted to install.

    Prompt for dependencies

  4. Download and install the Citrix ITSM connector from ServiceNow Store.

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

    ITSM ServiceNow authentication ITSM ServiceNow client ID

  6. Test the connection.

  7. 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. 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 Citrix Virtual Apps and Desktops sites that are connected to the current Citrix Cloud account.

    If you already subscribe to the Citrix Virtual Apps and Desktops service, the service site is automatically listed. You can click the dots menu next to the service site and choose Enable Integration or Disable Integration to enable or disable managing it, respectively.

    If the on-premises site you want to manage is not listed, you have to add it through site aggregation.

    The manage tab

  4. Add an on-premises site through site aggregation.

  5. For a newly added on-premises site, select Manage Credentials from the dots menu.

    Select Manage Credentials

  6. Provide the full administrator credentials for the site.

    Select Manage Credentials

  7. Click Test to check the connection.

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

  8. Click Save.

Step 4: Add a ServiceNow instance in Citrix Cloud

Note:

This step is required for adding Citrix Cloud as a ServiceNow endpoint so that Citrix Cloud can send messages such as alerts and notifications to ServiceNow.

  1. On the Manage tab of the ITSM Adapter service in Citrix Cloud, click Add a ServiceNow Instance. The Add a ServiceNow Instance in Citrix Cloud dialog appears. For information on how to access the Manage tab, see Step 3: Add on-premises sites to Citrix Cloud through site aggregation.

    Add a ServiceNow Instance

  2. Follow the instructions in the Add a ServiceNow Instance in Citrix Cloud dialog to create an OAuth endpoint in ServiceNow and then return to the dialog to fill in the instance URL, Client ID, and Client Secret.

    1. Open a new window or tab in your browser and sign in to ServiceNow.
    2. Search for the entry to create OAuth endpoints by keyword such as oauth. Click Application Registry in the left navigation and then New next to Application Registries.

      Create an OAuth endpoint in ServiceNow

    3. Select Create an OAuth API endpoint for external clients.

      Create an OAuth API endpoint for external clients

    4. Name the OAuth endpoint to be created.

      Name the OAuth endpoint

    5. Click the lock icon next to Redirect URL and set Redirect URL to the value prompted in the preceding Add a ServiceNow Instance in Citrix Cloud dialog.

      Redirect URL

    6. Click Submit.
    7. Return to the Application Registries page. Find the OAuth endpoint you created.

      OAuth endpoint created

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

      OAuth endpoint details

    9. Keep a record of your ServiceNow instance URL and the Client ID and Client Secret of the OAuth endpoint.

    10. Return to the Add a ServiceNow Instance in Citrix Cloud dialog. Fill in the ServiceNow instance URL, Client ID, and Client Secret you recorded.

      Fill in the field values for your ServiceNow instance

  3. 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. You are taken back to the Add a ServiceNow Instance in Citrix Cloud dialog.

    The Add a ServiceNow Instance in Citrix Cloud dialog

  6. Click Save instance. The ITSM Adapter service starts testing the connections with the 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

  7. (Optional) To change a ServiceNow instance, click the dots menu next to it and select Unregister. After that, add a different ServiceNow instance as needed.

Step 5: Publish the ITSM Adapter service in ServiceNow

After you complete steps 1 through 4, you and your end uses are able to search by Citrix to locate the ITSM Adapter service in ServiceNow and to submit requests. For a better user experience, we recommend you publish chosen service items to a ServiceNow dashboard for easy access. For example:

Publishing chosen service items

Sample scenarios

Reset a session

End user actions

  1. Log in to your ServiceNow instance.
  2. Find the Reset a session entry. For example:

    Reset a session

  3. 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.

    Select a session to reset

Note:

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

Request a desktop

End user actions

  1. Log in to your ServiceNow instance.

  2. Find the Request a desktop entry. For example:

    Request a desktop

  3. 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

  4. Select a target operating system and set Quantity. Click Order Now.

    Order now

Administrator actions

  1. Log in to the ServiceNow instance, In the left pane, navigate to Citrix IT Service Management Connector and choose User Requests.

    The User Requests page displays the list of requests.

    List of requests

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

    Request details

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

    If the requested machine catalog is short on machines, you are prompted to add machines to the catalog through MCS. You can click the hyperlink to create a machine creation request immediately or initiate a machine creation request later after closing the current desktop request.

    Requested machine catalog is short on machines

  4. Click Update.

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

Request applications

End user actions

  1. Log in to the ServiceNow service portal.
  2. Find and click the Request applications entry. For example:

    Request applications entry

    On the Request applications page, the currently logged-in user is selected by default. You can remove the currently logged-in user from the selection list.

    Currently logged-in user is selected by default

  3. Click on the blank space of each text box to select or type one or more users and applications. After you finish selecting users and applications, click Order Now.

    Select users to request applications for

    Select applications to request

Tip:

ServiceNow maintains two views. One is for end users and the other is for administrators. In the ServiceNow administrator view, the Request applications page is similar to the following screen capture.

Application request administrator view

Administrator actions

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

    Tip:

    ServiceNow administrators can set which applications are available for user requests. For more information, see Studio dashboard in this article.

  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.

    Add users to Delivery Groups

    Note:

    • The ITSM connector periodically synchronizes configurations from Citrix Cloud. Currently, the synchronization cycle is one hour. The contents on each tab reflect 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 ensure that the Add users to Active Directory Group(s) tab works as expected, activate the Active Directory Automation solution in ServiceNow so that the Citrix ITSM connector can multiplex the AD automation channel to set users in AD or Azure AD.

Add MCS-created machines

You can 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.

  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:

    • Request applications
    • Request a desktop
    • Reset a session
    • Add MCS-created machines

    Add MCS-created machines

  4. Choose Add MCS-created machines.

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

  5. Set the fields and specify the number of machines you want to create.
  6. Click Order Now.
  7. Go to the Requests page.
  8. Open the record of the machine creation request.

    MCS machine creation request

  9. Type your domain credentials and then click Update. Machine creation runs in the background. Wait before machine creation completes.

    The domain credentials you provide are for one-time use only. They are not going to be stored or cached.

    MCS machine creation task running in the background

Deprovisioning list

Starting with the 2108.1.0 release, you can reclaim idle resources from VDI desktops that are hosted on the Citrix Virtual Apps and Desktops service. For more information, see the following Studio dashboard section.

Studio dashboard

The Studio dashboard provides a centralized view of your Citrix Virtual Apps and Desktops (CVAD) delivery, including published applications and desktops, machine catalogs, delivery groups, and application groups.

Studio dashboard view

You can also use this dashboard to set application availability for user requests and reclaim idle resources from VDI desktops.

To set application availability for user requests, complete the following steps:

  1. Select the Published Applications tab.

    The Published Applications tab on the Studio dashboard

  2. Select one or more target applications.

  3. From the Actions on selected rows drop-down list, select Disable availability for requests or Enable availability for requests to hide the selected applications from the request list or show them back on.

    Disable or enable availability for requests

To reclaim idle resources from VDI desktops, complete the following steps:

  1. Select the Delivery Groups tab.

    The Delivery Groups tab on the Studio dashboard

  2. Click the name of the target delivery group whose allocation type shows Static.

    Clicking the name of a delivery group

  3. On the page of the selected delivery group, select Enable Deprovisioning, and then set the numbers of idling days before alerts and deprovisioning.

    Enable deprovisioning

    When the idle time of a desktop in the delivery group exceeds the alert threshold, an incident is created in ServiceNow as an alert. For example:

    Deprovisioning incident

    To avoid receiving such incidents, set days of idling before alerts to 0.

    When the idle time of a desktop in the delivery group exceeds the deprovisioning threshold, the desktop appears on the deprovisioning list for you to decide on deprovisioning. For example:

    Deprovisioning list

    To deprovision a desktop, select it and choose Deprovision from Actions on selected rows. Alternatively, you can click the machine name to open a separate page and click Deprovision on that page.

    Option 1: Choose Deprovision from Actions on selected rows.

    Choose the deprovisioning action

    Option 2: Click Deprovision on the delivery group’s details page.

    Click the deprovision button

Access CVAD alerts from within ServiceNow

You can set alert policies both in Citrix Director and in Monitor of the Citrix Virtual Apps and Desktops service portal. For more information, see the Citrix Virtual Apps and Desktops documentation and the Citrix Virtual Apps and Desktops service documentation.

Alert policies you set are periodically synchronized to ServiceNow, under Citrix IT Service Management Connector > Configurations > CVAD Alert Policies. Currently, the synchronization cycle is one hour. To synchronize alert policies immediately, click Refresh.

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 and Notifications.

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.

Access Citrix Cloud notifications from within ServiceNow

Notifications provide information about issues or events that might be of interest to administrators, such as new Citrix Cloud features or problems with a machine in a resource location. Notifications can come from any service within Citrix Cloud. For more information, see Citrix Cloud documentation.

Citrix Cloud notifications

You can create policies in ServiceNow to synchronize from Citrix Cloud notifications of your interest. To create a notification policy, complete the following steps:

  1. Select Citrix IT Service Management Connector > Configurations > Citrix Cloud Notification Policies from the left navigation.

    Citrix Cloud Notification Policies

  2. Click New. Name your policy and set notification filtering conditions including severity and priority.

    New notification policy with empty settings

    New notification policy with the severity setting

    New notification policy with the priority setting

  3. Choose to create an incident in ServiceNow in response to a notification that meets your conditions and assign those incidents to a specific assignee.

    New notification policy with incidents enabled

  4. Click Create. The policy you created is now updated to the Citrix Cloud Notification Policies page.

    New notification policy updated to the list

With policies set, notifications meeting your policy settings are synchronized from Citrix Cloud to ServiceNow under Citrix IT Service Management Connector > Alerts and Notifications. You can select multiple notifications at a time and choose Dismiss Notification from Actions on selected rows.

Citrix Cloud notifications synchronized to ServiceNow

IT Service Management (ITSM) Adapter