Amplify

Nexthink Amplify is a browser extension that brings Nexthink intelligence into any web-based solution, such as Information Technology Service Management (ITSM), to assist support agents in the faster handling and resolution of support tickets.

This page explains how to use the Amplify extension.

How does Amplify work

Following a quick web application integration, the Amplify extension connects to your Nexthink instance and provides insights through a pop-up window within the configured web application.

Amplify allows troubleshooting device issues directly from the Amplify extension.

This product expansion requires an Amplify license. Contact your Nexthink representative for more information.

Amplify-supported browsers

Refer to the Installation and configuration guide to install Amplify in one of the following supported browsers:

  • Google Chrome

  • Microsoft Edge

Required permissions for Amplify

From the Nexthink web interface, go to Administration > Roles in the main menu to configure the role permission settings required by the Amplify extension:

  1. Tick the following permissions under the Diagnostics drop-down:

    • View Amplify: Access the Amplify browser extension.

    • Manage Amplify: Configure Amplify integrations in the Nexthink web interface, or locally in the browser extension. This permission should only be granted to administrators.

    • View all checklists: See existing checklists in the Amplify extension.

      • Even with proper permissions, administrators can limit the number of checklists users see in the Amplify extension (and in the Device View) depending on the OS of the target device.

      • Refer to the Checklists management documentation to create and edit checklists.

    • View Device View: Access the Device View timeline and checklists in the Nexthink web interface for detailed troubleshooting and analysis of the target device.

    • View installed packages in Amplify: See the installed packages of the target device in the Amplify extension.

  2. Tick the following permissions under the Remote actions drop-down:

    • The execute all remote actions permission or the specific remote actions to their role permission using the granular permission option.

Data privacy settings for Amplify

From the Nexthink web interface:

  1. Go to Administration > Roles in the main menu.

  2. Select one of the following options from the Data privacy drop-down:

    • none (full access)

    • anonymous user

Nexthink user accounts with data privacy set to anonymous user in their role can only search data based on the device identifier and not user attributes.

Accessing Amplify

Once installed and configured, first-time users need to log in to Amplify:

  1. Open the web application URL configured to integrate with Amplify. For example, the ITSM tool.

  2. Open the drop-down in your browser extension bar (if not pinned yet) and select Nexthink Amplify.

  3. Log in following a successful authentication.

After logging in, access the Amplify extension by choosing one of these options:

Click the Amplify extension icon on the browser extension bar.
  1. Pin the Amplify extension to your browser extension manager.

  2. From the configured web page, click the Amplify extension icon to launch the Amplify pop-up.

Click the Amplify button from the configured web application page

Click the Amplify extension icon located in the bottom-right corner of the configured ITSM page.

You can also launch Amplify by right-clicking selected fields or items on the web application page, see the section Searching webpage field values in Amplify on this page.

Accessing Amplify multiple instances

If the administrator configured Amplify to work in multi-instance mode, users see a customer instance drop-down at the top of the Amplify pop-up window when launching the Amplify extension.

Refer to the Installation and configuration guide to learn how to Integrate multiple Nexthink instances with one or multiple web applications.

Customizing Amplify display settings

Modify the Amplify display settings that best adapt to your preferences.

On the configured web page, open the Amplify pop-up:

  1. Click the settings icon.

  2. Select the Light, Dark or Auto option under Appearance settings.

  3. Select Bottom left or Bottom right for the position of the Amplify launch button.

  4. Click Done.

In addition, hover over the Amplify launch button on the configure webpage until a reposition cursor appears. Then, drag the Amplify button to a custom location.

Using Amplify

Amplify assists support agents in:

Searching webpage field values in Amplify

Use the Amplify extension to look up information about fields of interest (device or username) on the configured web application pages.

Open the Amplify pop-up and choose one of the following options:

Right-click on the selected field values.

  1. Highlight and right-click the field (device or username) from the configured web application page.

  2. Select Lookup … on Amplify to launch the Amplify extension.

Use keyboard shortcuts to look up selected field values.

Configure the Amplify browser extension to look up selected text using keyboard shortcuts on a webpage.

  1. Right-click on the extension icon on your browser and select the Manage Extension option.

  2. Once on the extensions management page, select the keyboard shortcuts option.

  3. Find the Nexthink Amplify extension shortcut option.

  4. Set or update the shortcut key combination for the Look up device or user in Amplify option.

  5. From the configured webpage, select the desired user or device name and press the shortcut key to launch Amplify.

  1. Launch the Amplify extension pop-up.

  2. Enter the device or user field value in the search bar for more details.

Amplify tabs

Use the Amplify extension tabs for quick and effective troubleshooting.

  • The Properties tab provides information about device hardware, operating system and other key device attributes that help support agents save a significant amount of time.

  • The Checklist tab allows support agents to view custom checklists created by administrators in the Nexthink web interface to facilitate identifying issues in the target device, as well as executing a list of associated actions.

  • The Remote actions tab allows support agents to view and execute remote actions, mapped to their user profile, on the target device.

  • The Packages tab displays the list of installed applications and updates for the target device with an option to filter the package type: Updates or Programs.

Manually copying content from Amplify tabs

To copy device properties, user properties and checklist details from the Amplify pop-up:

  • Click the action menu on the top of the desired section within the open Amplify tab.

Recording remote actions in a third-party IT support tool: ServiceNow

After using the Nexthink web interface to set up a connector credential and a webhook for a third-party IT support tool, Amplify can automatically update the history of executed remote actions directly in the ServiceNow web interface. This includes ITSM ticket incidents and interactions.

The image below displays the sequence for executing and recording remote actions using Amplify in ServiceNow:

  1. Open the Remote Actions tab in Amplify for the device in question.

    • You can also see and select any associated action listed in the Checklist tab.

  2. Run a remote action from Amplify.

  3. Check that the remote action was received.

  4. Verify if ServiceNow lists the executed remote action under Activities.

Refer to the Updating ServiceNow from Amplify to learn how to set up the ServiceNow case-specific webhook in the Nexthink web interface.

In addition, refer to the Installation and configuration guide to set up Amplify for ServiceNow Agent Workspace and ServiceNow Operations Workspace.


RELATED TASKS

Last updated