End users - Self-service through portal

As an end user, you can request and manage apps and desktops for yourself and your colleagues through the ServiceNow Service Portal.

Note:

If you access the self-service portal using an account assigned a Citrix ITSM role, ITSM services available to that role appear.

Troubleshoot and report app and desktop failures

The Troubleshoot and report app and desktop failures service provides a central place for end users to troubleshoot, resolve, and report issues with Citrix virtual apps and desktops. With this service, end users can trigger different troubleshooting actions and report the issues to IT help for further assistance.

To use this service, follow these steps:

  1. Sign in to the ServiceNow Service Portal.
  2. Click Troubleshoot and report app and desktop failures. All desktops and apps assigned to you appear.
  3. Select the desktop or app where you experienced issues.
  4. From the Action field, select an action to perform. The options include: Reset sessions, Power manage VDA machines, and Report issues.
  5. Click Submit.

Reset sessions

As an end user, you can reset your desktop or app sessions on your own.

Select a session to reset

  1. Sign in to the ServiceNow Service Portal.
  2. Click Reset a session. The Reset a session page displays all your desktop and application sessions.
  3. Select a desktop or app session, and then click Request. The target desktop or app session resets immediately, and you’re logged out of the session.

Reset sessions for other users

As an end-user assigned the ServiceNow assistant role, you can reset desktop or app sessions for other users in your organization. For example, if you’re a manager and have team members who don’t have ServiceNow licenses. You can reset sessions for them.

  1. Sign in to the ServiceNow Service Portal.
  2. Click Reset a session for other users.
  3. In the User field, enter the user’s ID (email address format), and then click Search. All active sessions of that user appear.
  4. Select the target session.
  5. Click Submit.

Power manage VDI desktops

As an end user, you can power manage your VDI desktops.

  1. Sign in to the ServiceNow Service Portal.
  2. Click Power manage VDI desktops.
  3. On the page that appears, select the target VDI desktop, and then select a power action to apply on the target VDI desktop.

Tip: Only VDI desktops are available for selection.

Reset user profiles

Note:

This feature applies only to Citrix Profile Management deployments. For more information, see this Citrix DaaS article.

As an end user, you can reset your user profile.

  1. Sign in to the ServiceNow Service Portal.
  2. Click Reset User Profiles.
  3. On the page that appears, click Request. The user’s profile resets immediately.

Request desktops

As an end user, you can request a desktop for yourself.

Looking for available machine catalogs

  1. Sign in to the ServiceNow Service Portal.
  2. Click Request a desktop. The Request a desktop page appears.
  3. From the Configuration list, select a published desktop group as needed.
  4. Click Request. Citrix ITSM resource managers can view and approve the request in the User Requests menu.

Request applications

As an end user, you can request applications for yourself and for your colleagues.

Currently logged-in user is selected by default

  1. Sign in to the ServiceNow Service Portal.
  2. Click Request applications. The Request applications page appears.
  3. Click the blank space of each field to select or type one or more users and applications.
  4. Click Request. Citrix ITSM resource managers can view and approve the request in the User Requests menu.

The official version of this content is in English. Some of the Cloud Software Group documentation content is machine translated for your convenience only. Cloud Software Group has no control over machine-translated content, which may contain errors, inaccuracies or unsuitable language. No warranty of any kind, either expressed or implied, is made as to the accuracy, reliability, suitability, or correctness of any translations made from the English original into any other language, or that your Cloud Software Group product or service conforms to any machine translated content, and any warranty provided under the applicable end user license agreement or terms of service, or any other agreement with Cloud Software Group, that the product or service conforms with any documentation shall not apply to the extent that such documentation has been machine translated. Cloud Software Group will not be held responsible for any damage or issues that may arise from using machine-translated content.

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CE SERVICE PEUT CONTENIR DES TRADUCTIONS FOURNIES PAR GOOGLE. GOOGLE EXCLUT TOUTE GARANTIE RELATIVE AUX TRADUCTIONS, EXPRESSE OU IMPLICITE, Y COMPRIS TOUTE GARANTIE D'EXACTITUDE, DE FIABILITÉ ET TOUTE GARANTIE IMPLICITE DE QUALITÉ MARCHANDE, D'ADÉQUATION À UN USAGE PARTICULIER ET D'ABSENCE DE CONTREFAÇON.

ESTE SERVICIO PUEDE CONTENER TRADUCCIONES CON TECNOLOGÍA DE GOOGLE. GOOGLE RENUNCIA A TODAS LAS GARANTÍAS RELACIONADAS CON LAS TRADUCCIONES, TANTO IMPLÍCITAS COMO EXPLÍCITAS, INCLUIDAS LAS GARANTÍAS DE EXACTITUD, FIABILIDAD Y OTRAS GARANTÍAS IMPLÍCITAS DE COMERCIABILIDAD, IDONEIDAD PARA UN FIN EN PARTICULAR Y AUSENCIA DE INFRACCIÓN DE DERECHOS.

本服务可能包含由 Google 提供技术支持的翻译。Google 对这些翻译内容不做任何明示或暗示的保证，包括对准确性、可靠性的任何保证以及对适销性、特定用途的适用性和非侵权性的任何暗示保证。

このサービスには、Google が提供する翻訳が含まれている可能性があります。Google は翻訳について、明示的か黙示的かを問わず、精度と信頼性に関するあらゆる保証、および商品性、特定目的への適合性、第三者の権利を侵害しないことに関するあらゆる黙示的保証を含め、一切保証しません。

ESTE SERVIÇO PODE CONTER TRADUÇÕES FORNECIDAS PELO GOOGLE. O GOOGLE SE EXIME DE TODAS AS GARANTIAS RELACIONADAS COM AS TRADUÇÕES, EXPRESSAS OU IMPLÍCITAS, INCLUINDO QUALQUER GARANTIA DE PRECISÃO, CONFIABILIDADE E QUALQUER GARANTIA IMPLÍCITA DE COMERCIALIZAÇÃO, ADEQUAÇÃO A UM PROPÓSITO ESPECÍFICO E NÃO INFRAÇÃO.