Create a distribution list

An end-user makes a request to create a distribution list. The Virtual Assistant then provides instructions to create the list.

What you need to enable the Create a distribution list topic

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

  • 1E-Explorer-ServiceNow-AddDistributionGroupToOnPremExchangeServer

When this instruction is executed, it adds a distribution group (list) to an on premises Exchange server and Active Directory.

This instruction contains these parameters:

Parameter

Description

ConnectionURI

This parameter expects the URI to the exchange server. Generally it is FQDN of the device where Exchange server is hosted.

SourceFolderPath

This contains the file path.

DistributionGroupName

The name of the distribution list you want to add.

This topic is based on the following considerations:

  • It's tested on an on-premises Exchange 2019 server setup

  • When Distribution Group is added, it will not contain any members

  • This topic will open a pre-approved (standard) change request

  • This topic will open a change task in the above opened change request

  • The status of the change task will be closed if the user reports the issue as resolved.

The properties of the change request will be:

  • State - implement

  • Category - Business Service

  • Assignment group - LDAP Admins

  • Planned start date - current date time

  • Planned end date - current date time plus 5 minutes.

Please ensure the Exchange Server credentials are saved in Windows credential manager with the MyExchangeCred name on the device where the 1E instruction is executed.

The following settings must be completed on the 1E Virtual Application App Settings page. Please refer to 1E Virtual Assistant post-installation tasks for more details.

How your end-users request to Create a distribution list

The Virtual Assistant is integrated into the ServiceNow Virtual Agent, accessible from the ServiceNow Portal. Please 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 Create a distribution list topic using the search field

Your end-user can type any of the following keywords to find the Create a distribution list topic:

  • Create a distribution list

  • Distribution group

  • Exchange server

  • Create a DL.

The picture opposite shows the end-user has typed create a distribution list into the search field and Matching Requests shows the Create a distribution list topic that has been found.

The Create a distribution list actions and instructions

Selecting the Create a distribution list option prompts virtual assistant to start the process of creating a distribution list. The virtual assistant then prompts to enter the name of the Distribution list.

At this point, the Virtual Assistant will create a pre-approved change request on behalf of the end-user to log the request. The details of the change request along with the change request ID is provided to the end-user.

The virtual agent processes the change request as it's a pre-approved one. The distribution list is now created successfully.

It then asks whether the issue raised by the end-user has been resolved. The end-user gets to respond with Yes or No, as shown in the picture.

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