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Accessing ServiceNow data

Employee Navigator For ServiceNow helps employees to perform key ServiceNow actions directly in Microsoft Teams by using natural language. Use these capabilities to stay productive by retrieving information and managing tasks without needing to switch between environments.

Retrieving and managing the ServiceNow pending approvals

Employees with appropriate permissions can request a real-time list of pending approvals in the ServiceNow environment through Microsoft Teams by using natural language. Employee Navigator For ServiceNow retrieves approvals that are in the Requested state and presents them as a list.

As a response to the query, the system returns the following details:

  • Approval ID
  • Short description
  • Created on
  • Due date
  • Last updated date
  • Comments
    You can do the following actions:
  • View pending approvals.
  • Approve or reject an approval with a comment.
  • Add comments to an approval.
  • Attach images as a comment to an approval. Consider the following points when uploading an image:
    • Supported image types: jpg, jpeg, gif, png, webp
    • Maximum file size: 2 MB per image
    • Maximum number of images: Up to 3 images at a time. However, the admin can reduce or increase this value in the skill configuration. For more information, see Creating and managing skills.
  • Filter the approvals by using the following filters:
    • Approval number
    • Creation date
    • Due date
    • Approval state

Results

Click here to view the list of pending approvals

Agent response for approval query

When you click the Approval For link, you are redirected to the approval details in the ServiceNow environment, as shown in the following screenshot:

Approval details in the ServiceNow environment

Click here to view the capability to approve the request with a comment

Agent response for approval with a comment

Click here to view the capability of attaching an image as a comment to an approval

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Click here to view the list of filtered approvals as a response to the filter query

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Viewing the assigned ServiceNow surveys

Employees with appropriate permissions can check for pending surveys in the ServiceNow environment through Microsoft Teams by sending a natural language query. Employee Navigator For ServiceNow retrieves surveys that are in Ready to take or In progress states and presents them as a list.

As a response to the query, the system returns the following details:

  • Survey ID
  • Description
  • Created on
  • Due date
  • State
    You can do the following actions:
  • View the list of assigned surveys
  • Filter the surveys by using the following filters:
    • Survey number
    • Creation date
    • Due date
    • Survey state
    • Metric type

Results

Click here to view the list of assigned surveys

Agent response for survey query

When you click the Survey link, you are redirected to the survey in the ServiceNow environment, as shown in the following screenshot:

Survey page in ServiceNow environment

Click here to view the list of filtered surveys as a response to the filter query

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Retrieving location details from ServiceNow

Employees with appropriate permissions can request ServiceNow location information in Microsoft Teams by using natural language. The Employee Navigator For ServiceNow retrieves the ServiceNow location details and presents them as a list.

As a response to the query, the system returns the following details:

  • Location name
  • ZIP code
  • Country
  • City
  • Street
  • Latitude
  • Longitude

Results

Click here to view the list of location details

Agent response for location query

When you click the Location link, you are redirected to the location record in the ServiceNow environment, as shown in the following screenshot:

Location details in the ServiceNow environment

Retrieving knowledge from multiple sources

Employees with appropriate permissions can search for knowledge articles across multiple sources in a defined order of priority. The retrieval order is as follows:

  1. ServiceNow: Primary source for internal knowledge articles.
  2. Helix Knowledge Base: Secondary source, used if configured.
  3. Web Search: Used when no relevant results are found in ServiceNow or BMC Helix.

Results

Click here to view the knowledge article

Agent response for knowledge query

The information includes a link that points to the knowledge article stored in the ServiceNow environment:

Knowledge Article page in the ServiceNow environment

Managing the self-service capabilities

Employees with appropriate permissions can view and manage their assigned hardware and software assets.

You can do the following actions:

  • Asset details:
    • Filter assets by using the following filters:
      • Creation date
      • Asset tag
      • Installation status
      • Display name
  • Catalog items:
    • View the catalog items.
  • Incidents:
    • Add comments to an incident.
    • Attach images as a comment to an incident. Consider the following points when uploading an image:
      • Supported image types: jpg, jpeg, gif, png, webp
      • Maximum file size: 2 MB per image
      • Maximum number of images: Up to 3 images at a time. However, the admin can reduce or increase this value in the skill configuration. For more information, see Creating and managing skills.
    • Filter incidents by using the following filters:
      • Incident number
      • Creation date
      • Last updated date
      • Incident state
      • Urgency
      • Priority
  • Service requests:
    • Add comments to a service request.
    • Attach images as a comment to a service request. Consider the following points when uploading an image:
      • Supported image types: jpg, jpeg, gif, png, webp
      • Maximum file size: 2 MB per image
      • Maximum number of images: Up to 3 images at a time. However, the admin can reduce or increase this value in the skill configuration. For more information, see Creating and managing skills.
    • Filter requests by using the following filters:
      • Request item number
      • Creation date
      • Last updated date
      • Request state
      • Catalog item

Results

Click here to view the asset details

Agent response for asset details

When you click the Asset link, you are redirected to the asset details in the ServiceNow environment, as shown in the following screenshot:

Asset details in the ServiceNow environment

Click here to view the list of filtered incidents as a response to the filter query

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Click here to view the capability of attaching an image as a comment to an incident

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Accessing the employee profile information

Employees with appropriate permissions can retrieve details about any individual in the organization by using identifiers such as name, user ID, or email address. You can access employee profile details without needing to switch between systems. To access profile information, type the employee's name or ID. The profile information page contains key details such as contact information, job role, and reporting manager. You can use this accurate data to resolve HR or support cases faster and also save time by avoiding manual searches across multiple systems.

As a response to the query, the system returns the following details:

  • Full name of the person
  • A URL to access their ServiceNow profile
  • Office location
  • Email address
  • Manager’s name
  • List of direct reportees

Results

Click here to view the details of the Demo user

Agent response for the user query

When you click Name, you are redirected to the user profile information in the ServiceNow environment, as shown in the following screenshot:

Employee profile details in the ServiceNow environment

Related topics

Employee Navigator For ServiceNow

 

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BMC HelixGPT 26.2