Nexthink Amplify is a browser extension that brings Nexthink intelligence into any web-based solution, such as ITSM, to assist support agents in the faster handling and resolution of support tickets. Your organization can easily configure the extension to provide contextual information and actionable insights to troubleshoot devices with logged support tickets.
This product expansion requires an Amplify license. Contact your Nexthink representative for more information.
How does it work
Amplify connects to your Nexthink instance and provides insights within the configured web application following a quick and easy integration configuration.
The Amplify pop-up window has the following tabs:
Device properties: provides information about device hardware, operating system and other key device attributes that help users save a significant amount of time in gathering required information.
Checklists: allows you to view custom checklists created by administrators in the Nexthink web interface to facilitate the identification of issues with the device. See the Permissions and privacy settings section on this page.
Remote actions: gives support agents the ability to view and execute remote actions mapped to their profile on the target device.
Permissions and privacy settings
To access Amplify, you need an account in the Nexthink web interface, either local or provisioned via AD. Your user account must be associated with a profile with appropriate permissions and privacy settings.
View Amplify enables users to access the Amplify browser extension. Find this permission in the Diagnostics section.
Manage Amplify enables users to configure the Amplify integration in the Nexthink web interface and locally in the browser extension. Find this permission in the Diagnostics section.
View all checklists enables users to view all checklists in Amplify that were created in the Nexthink web interface. Nexthink recommends that users have specific checklists mapped to their profiles via the content-sharing feature. Find this permission in the Diagnostics section.
View Device View enables users to access the Device View timeline and checklists for detailed troubleshooting and analysis of the device. Apply this permission to a user profile only if the user needs to use the Device View feature in the Nexthink web interface. Find this permission in the Diagnostics section.
Execute all remote actions enables users to view and execute all remote actions from Amplify. Nexthink recommends that users have specific remote actions mapped to their profiles via the content-sharing feature. Find this permission in the Remote Actions section.
Run investigations enables users to create, edit and execute investigations using NQL. Apply this permission to a user profile only if the user needs to have access to the Investigations drill-down capabilities, or to run investigations in the Nexthink web interface.
Checklist visibility according to the device OS
Even if users have proper permissions, administrators can limit the number of checklists users see in Amplify and Device View depending on the OS of the device investigated by the user.
Refer to the Checklists management documentation for more information on creating and editing checklists.
Set the data privacy to either none (full access) or anonymous user for the profile.
Users with their data privacy set to anonymous user in the profile, can only search or look up data based on the device identifier and not user attributes.
There are three ways to launch the Amplify browser extension once you have configured it according to the Installation and configuration guide. These various methods help you make the extension compatible with a wide range of web applications.
Right-click context menu
Launch Amplify using the right-click context menu of the browser:
Highlight the device or user name from the configured web page.
Select Lookup … on Amplify.
The Amplify extension in the browser
Once you have installed the Amplify extension, Nexthink recommends pinning it to the browser extensions manager. Click on the browser extension icon to launch the Amplify pop-up on the configured web page.
The Amplify button
To launch Amplify:
Click on the Amplify extension icon located in the bottom-right corner of the configured ITSM page.
Amplify launches and loads the details of the device or user relevant to the data available on the web page, and based on the configuration.
After installing the Amplify extension and deploying the necessary configurations, Amplify is enabled on the configured web page.
Launching Amplify for the first time
Once the Amplify extension is deployed with the Nexthink URL configuration pushed to support agent devices, you will have to activate the extension for the first time using the following steps:
Open the configured web application URL.
Click on the Amplify extension button in the extension menu.
The system prompts you to log in to Nexthink to pull the central configuration from the Nexthink web interface.
After a successful login, the system prompts you to refresh the web page on which Amplify is enabled.
Using Amplify after the first login
Once you have logged in to Amplify for the first time, the Amplify extension reads the central configuration from the Nexthink platform. You will then see the Amplify button in the bottom-right corner of the web page. The Amplify menu item appears in the contextual menu of the browser which you can trigger with a right-click.
Click on the Amplify button on the web page.
If you are not logged in, the system will prompt you to log in to the Nexthink web interface to use Amplify.
Changing the default position of the Amplify button
Change the default location of the Amplify button on the web page to unblock the underlying content on the web page.
Open the Amplify pop-up on the web page.
Click on the settings option.
Select the position (either bottom left or bottom right).
Using a custom position for the Amplify button
On the web page, hover the pointer over the top edge of the button. When the pointer changes to a re-position cursor, click and drag the button to any location and release it where you want.
When you click on the newly positioned button, a pop-up appears by default at the bottom right, with an option to move the button to a custom location and resize it.
Resizing and moving the pop-up to a custom location
Resizing the pop-up
Increase the size of the pop-up by pulling it from any one of the edges or corners. Refresh or reload the browser to reset the pop-up to its original size.
Moving the pop-up to a custom location
To move the pop-up to a custom location on the screen, click on the Nexthink icon in the top-left corner and drag it. Reset the pop-up to the original position by refreshing or reloading the web page.
Recording remote actions in the 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:
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.
Run a remote action from Amplify.
Check that the remote action was received.
Verify if ServiceNow lists under Activities the executed remote action.
Refer to the Updating ServiceNow from Amplify documentation to learn how to set up the case-specific webhook.
Install and configure Amplify
Nexthink Professional Services consultants will guide you through the installation procedure. Please reach out to your Nexthink account representative for assistance.
Refer to the Installation and configuration guide for more information.