Delete a user from a distribution list

An end-user requests to delete a user from a distribution list. The Virtual Assistant then allows users to remove a user from a distribution group in an on-premises Microsoft Exchange server environment.

What you need to enable the Delete a user from a distribution list topic

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

  • 1E-Explorer-ServiceNow-RemoveUserFromExchangeServerDistributionGroup

When this instruction is executed, it removes a specified user from a specified distribution group from an on premises Microsoft Exchange Server.

This topic has the following considerations:

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

  • If distribution group doesn't exist when this topic is executed, it will throw an exception message

  • A pre-approved (standard) change request will be opened

  • Will open a change request

  • Status of change request will be set to closed if a user says the issue is resolved.

The properties of the raised 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 five minutes.

How your end-users request to Delete a user from 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 Delete a user from a distribution list topic using the search field

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

  • Delete a user from a distribution list

  • Distribution group

  • Exchange server

  • Distribution list.

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

Selecting the Delete a user from a distribution list option prompts the virtual assistant to start the process of deleting a user from a distribution list. The Virtual Assistant will ask the user to confirm the user name\email they want to remove from a distribution list.

The Delete a user from a distribution list actions and instructions

After entering the user name the Virtual Assistant asks the end-user to type the distribution list from which the specified user has to be removed.

The Virtual Agent automatically raises a pre-approved change request on behalf of the end-user to log the request and displays the request details in the chat window.

Now the user request has been resolved, and the user is successfully removed from the distribution list. The end-user gets to respond with Yes or No, as shown in the picture below.

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