Resolver properties for ServiceNow integration

This article includes examples to help you configure the properties of Citrix Assistant resolver for each intent in ServiceNow integration.

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.

For more information, see Configure Citrix Assistant resolvers

Use the following examples to edit or add resolvers for ServiceNow integration.

Intent ServiceDesk.Lookup

The source table selected for this resolver is Incident.

Sample queries:

  • show tickets
  • show tickets with high/low priority
  • show tickets assigned to Rachel Knight (show tickets assigned to me)
  • show tickets submitted by Rachel Knight (show all my submitted tickets)
  • show tickets for ACME (customer name does not exist in Lookup response fields)
  • show all high priority tickets for ACME
  • show tickets with status in progress
  • show all new tickets

Data filter servicedesk lookup

Data order servicedesk lookup

Response values servicedesk lookup

Note

You can use the preceding resolver properties for the intent ServiceDesk.Lookup.Incident.

Intent ServiceDesk.Lookup.ChangeRequest

The source table selected for this resolver is Change Request.

Sample query:

  • show my change requests

Data filter servicedesk lookup change request

Data order servicedesk lookup change request

Response values servicedesk lookup change request

Intent ServiceDesk.Lookup.Problem

The source table selected for this resolver is Problem.

Sample query:

  • show my problems

Data filter servicedesk lookup problem

Data order servicedesk lookup problem

Response values servicedesk lookup problem

Intent ServiceDesk.Details

The source table selected for this resolver is Incident.

Data filter servicedesk details

Response values servicedesk details

Note

You can use the preceding resolver properties for the intent ServiceDesk.Details.Incident.

Intent ServiceDesk.Details.ChangeRequest

The source table selected for this resolver is Change Request.

Data filter servicedesk details change request

Response values servicedesk details change request

Intent ServiceDesk.Details.Problem

The source table selected for this resolver is Problem.

Data filter servicedesk details problem

Response values servicedesk details change request