Configure Citrix Assistant resolvers

Contributors

Special Thanks: Dimitrios Xanthopoulos, Konstantinos Voulgaris, Lampros Dounis, Nikos Takoulis, and Tomas Werner

What is Citrix Assistant?

Citrix Assistant is a virtual assistant available with Citrix Workspace. It provides an easy medium to accomplish tasks such as viewing employee information, finding expense reports, and finding tickets.

The virtual assistant pulls data from connected applications and helps you quickly find the information you need. It uses the configured resolvers in the Microapps service to process the queries.

Note:

For information about the virtual assistant architecture, workflow, terminology, and its workings, see Citrix Assistant documentation.

What are Citrix Assistant resolvers?

Citrix Assistant resolvers are configured on the Microapps service for each integration. The resolvers process the queries sent from the virtual assistant to the Microapps service. A resolver includes the configuration of the mapping between the assistant’s natural language understanding and the API calls to Microapps service. The resolver retains specific data sent from the Microapps service database to the virtual assistant.

The following image shows the steps that the virtual assistant takes to get information to end users.

How assistant works

As shown in the preceding image,

  1. The user sends a request to the virtual assistant in natural language. For example, “show my time-off requests.”

  2. The virtual assistant then sends the request to a service to parse it into intent and entities.

  3. Next, the virtual assistant sends the parsed text to another service to resolve the context, for example, what does “my” mean.

  4. The virtual assistant communicates with the Microapps service to retrieve intent-specific information.

  5. The Microapps service queries the cache database to retrieve the requested information.

  6. Citrix Assistant resolvers, pre-configured on the Microapps service for each integration, process the queries sent from the virtual assistant to the Microapps service.

When you create an integration in the Microapps service, the Citrix Assistant resolvers are configured by default. You can modify these resolvers and you can also add new resolvers.

Note

Pre-configured resolver configurations are available for the following integrations: Salesforce, ServiceNow, SAP Ariba, Workday, JIRA, SAP Concur, and MS Dynamics.

Supported apps

Citrix Assistant supports the following apps:

  • Concur
  • JIRA
  • MS Dynamics
  • Salesforce
  • SAP Ariba
  • SAP SuccessFactors
  • ServiceNow
  • Workday
  • Zendesk

View and edit resolvers

When you create an integration in the Microapps service, by default, the Citrix Assistant resolvers are configured.

To view the resolvers, perform the following steps:

  1. Log on to the Microapps service and click Manage.
  2. Navigate to a configured integration, for example, Workday integration, click the menu next to the integration, and then select Edit.

    Edit integration

  3. In the left pane, click Citrix Assistant Resolvers.

    You can view the list of default resolvers configured for that integration. You can view the following details for each resolver:

    • The name of the resolver, for example, Directory Lookup.

    • The intent of the resolver. An intent is a pre-defined set of questions that users might ask the virtual assistant. Each intent is a use case or workflow that a natural language request translates into. For example, “who is Billy Taylor” would translate into the intent Directory.Lookup.

    • The source table associated with the intent. The source table is a database table that stores data for the specified intent.

    Default resolvers

  4. To view or edit the details of a resolver, click the menu next to it, and then click Edit.

    Edit resolver

    On the Edit Resolver page, you can see the following resolver properties configured:

    • Data filter: Rule with values that match the request sent in the assistant query with values in the database tables.

    • Data order: Rule to define the order in which the results must be sent to the assistant.

    • Response values: Rule with values that must be included in the response to the user.

  5. To edit, modify the values as required, and then click Save.

Note

Before you begin editing the resolver properties, have a look at the following articles:

Add new resolvers

Citrix Assistant resolvers are pre-configured for each integration. Pre-configured resolver configurations are available for the following integrations: Salesforce, ServiceNow, SAP Ariba, Workday, JIRA, SAP Concur, and MS Dynamics.

However, you can add new resolvers based on your requirements. Before configuring the resolvers, ensure that the required integration is created on your Microapps service.

To add new resolvers, perform the following steps:

  1. Log on to the Microapps service and click Manage.

  2. Navigate to a configured integration, for example Workday integration, click the menu next to the integration, and then select Edit.

    Edit integration

  3. In the left pane, click Citrix Assistant Resolvers, and then click Add New Resolver.

    Add new resolver

  4. On the Add a new resolver page, do the following, and then click Create:

    • Provide a name for the resolver.

    • Choose the appropriate Citrix Assistant intent.

      • An intent is a pre-defined set of questions that users might ask the Citrix Assistant.

      • Each intent is a use case or workflow that a natural language request translates into. For example, “who is Billy Taylor” would translate to the intent Directory.Lookup.

    • Select a value from the source table that is associated with the intent. The source table is a database table that stores data for the specified intent.

    Add resolver

  5. After the resolver is created, configure the resolver properties by clicking the menu next to it, and then clicking Edit.

    Edit resolver

  6. On the Edit Resolver page, configure the required filters, order, and responses, and then click Save. If a filter matches the request received from the virtual assistant platform, the configured responses are retrieved from the database and sent back in the specified order.

    • Data filter: Create filters with values that match the request sent in the virtual assistant query with values in the database tables.

      Data filter

    • Data order: Create a rule to define the order in which the results must be sent to the virtual assistant.

      Data order

    • Response values: Define the values that must be included in the response to the user. Match the database column to a field that the virtual assistant requires.

      Response value

    For example, for the intent Directory.Lookup,

    • define a filter that matches the person name sent in the virtual assistant query.

    • define the response values for the columns that the virtual assistant must know to present the information to the user.

Note

The following articles include examples to help you configure the resolver properties for each intent in an integration:

Export and import resolver configurations

Citrix Assistant resolver configurations are exported only with the integration configuration. When you export your integration configurations, the existing resolver configuration also gets exported.

When you add an integration by importing a previously configured integration, the resolver configuration gets imported.

For information about exporting and importing integration configuration, see Export and import integrations and microapps.