Access a shared folder

An end user request to get access on a Network folder. The Virtual Assistant then raises a pre-approved change request and provides the requested access permission on the required network folder.

What you need to enable the Access, a Shared Folder topic

The following 1E instructions must be added to your 1E system:

  • 1E-Explorer-ServiceNow-GrantAccessOnNetworkFolder

When this instruction is executed, it provides the end user with the requested access to the required shared folder.

This instruction takes the following three parameters:

Parameter

Description

User

It accepts either domain name/user name or email id as values.

FolderPath

It accepts path of network folder, to which end user wants access. The folder path can be in the format MachineName\\folder_path.

AccessType

It accepts Read/Change/Full as values. The end user access type is decided based on this value.

Assumptions:

  1. A pre-approved change request will be raised for a user to access a network folder.

  2. Virtual Agent identifies the end user by looking at the property 'x_1e_virtual_agent.user_identification_field'.

How your end users request to Access a Shared Folder

The Virtual Assistant is integrated into the ServiceNow Virtual Agent accessible from the ServiceNow Portal. Refer to Starting a conversation with 1E Virtual Assistant for more details on how to access the ServiceNow Virtual Agent and how to get to the Virtual Assistant topics.

Selecting the Access a Shared Folder topic using the search field

Your end user can type any of the following keywords to find the Access a Shared Folder topic:

  • Access a shared folder

  • Network folder access

  • Folder inaccessible

  • Access denied

  • Cannot access file

  • Read access

  • Write access

  • Full access

  • Shared drive

  • Shared folder.

The picture shows the end user has typed shared folder into the search field and Matching Requests shows the Access a Shared Folder topic that has been found.

The Access a Shared Folder actions and instructions

  1. Selecting the Access a Shared Folder option prompts the virtual assistant to start the process. The end user is requested to enter the network folder path they wants to access.

  2. Once the network folder path is provided, then the end user has to select which level of access i.e. Read, Write or Full is required.

  3. Provide a valid reason for why your end user wants the access permission on the requested network folder.

  4. After providing all the details, the Virtual Agent now grants the access on the network folder.

  5. A pre-approved change request is raised on behalf of the end user to log the incident. The details of the change request are given to end user.

  6. The requested access permission are now granted to the end user. It then asks whether the issue that the end user raised has been resolved.
  7. The end user gets to respond with Yes or No, as shown in the picture.

  8. Finally, the end user is asked to rate the service. For more details, refer to Rating the Virtual Assistant.