# 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 <a href="#amplify-howdoesamplifywork" id="amplify-howdoesamplifywork"></a>

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.

{% hint style="info" %}
This product expansion requires an Amplify license. Contact your Nexthink representative for more information.
{% endhint %}

## Amplify-supported browsers <a href="#amplify-amplify-supportedbrowsers" id="amplify-amplify-supportedbrowsers"></a>

Refer to the [Installation and configuration guide](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/amplify/installation-and-configuration) to install Amplify in one of the following supported browsers:

* Google Chrome
* Microsoft Edge

## Required permissions for Amplify <a href="#amplify-requiredpermissionsforamplifypermissions" id="amplify-requiredpermissionsforamplifypermissions"></a>

From the Nexthink web interface, go to **Administration >** [Roles](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/administration/account-management/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](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/device-view)) depending on the OS of the target device.
     * Refer to the [Checklists management](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/administration/content-management/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.

### View domain <a href="#amplify-dataprivacysettingsforamplify" id="amplify-dataprivacysettingsforamplify"></a>

The table below showcases what users with full and limited view domain access can do, assuming the necessary permissions are enabled.

| Permission                         | Full access                                                                                                                                                                                                                                               | Limited access                                                                                                                                                                                                                                            |
| ---------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Manage Amplify                     | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |                                                                                                                                                                                                                                                           |
| View Amplify                       | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |
| View installed packages in Amplify | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |
| View checklists                    | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |
| Execute workflows                  | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |                                                                                                                                                                                                                                                           |
| Execute remote actions             | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> | <img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fxe9qrauGrjOJZofKmIuR%2Fimage.png?alt=media&#x26;token=9d5e2cb5-213d-4ef7-a437-026ef7ef7bfc" alt="" data-size="original"> |

## Data privacy settings for Amplify <a href="#amplify-dataprivacysettingsforamplify" id="amplify-dataprivacysettingsforamplify"></a>

From the Nexthink web interface:

1. Go to **Administration >** [Roles](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/administration/account-management/roles) in the main menu.
2. Tick as visible **Device** and **User** under **Data privacy**.

{% hint style="info" %}
Limiting user profiles to only have **Device** visibility under the **Data privacy** configuration restricts them to search data based on the device identifier and not user attributes.
{% endhint %}

## Accessing Amplify <a href="#amplify-accessingamplifylaunch" id="amplify-accessingamplifylaunch"></a>

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:

<details>

<summary>Click the Amplify extension icon on the browser extension bar</summary>

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.

<img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-e9a034665158a4a7feed373c46e7a376b1393ffa%2Famp-1713265369.png?alt=media" alt="" data-size="original">

</details>

<details>

<summary>Click the Amplify button from the configured web application page</summary>

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

<img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-a7ac565d8cf3c624079a6bbfad1db5186fbcfc2b%2Famp-1713371437.png?alt=media" alt="" data-size="original">

</details>

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](#amplify-searchingwebpagefieldvaluesinamplifysearchfields) on this page.

### Accessing Amplify multiple instances <a href="#amplify-accessingamplifymultipleinstances" id="amplify-accessingamplifymultipleinstances"></a>

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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2FKpCz0ccUTMS5gzaQf2nr%2FAmplify_1.png?alt=media&#x26;token=4c681f29-86cf-4c1d-8596-325522cd6ce6" alt="Changing Nexthing Instances in Amplify. " width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
Refer to the [Installation and configuration guide](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/amplify/installation-and-configuration) to learn how to Integrate multiple Nexthink instances with one or multiple web applications.
{% endhint %}

## Customizing Amplify display settings <a href="#amplify-customizingamplifydisplaysettings" id="amplify-customizingamplifydisplaysettings"></a>

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 the reposition cursor appears. Then, drag the Amplify button to a custom location.

<div align="center"><figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-f5dacbd3193466625f535cf58e5a293c86aef1f2%2Fimage-20230626-110312.png?alt=media" alt="" width="358"><figcaption></figcaption></figure></div>

## Using Amplify <a href="#amplify-usingamplify" id="amplify-usingamplify"></a>

Amplify assists support agents in:

* [Searching field values](#amplify-searchingwebpagefieldvaluesinamplifysearchfields) of interest on the configured web application page, for example, an ITSM web-based tool.
* Troubleshooting using [Amplify tabs](#amplify-amplifytabsamplifytabs):
  * Check the target device information and status.
  * Follow troubleshooting checklists depending on the case.
  * Execute remote actions directly from the Amplify extension.
    * Administrators can configure Amplify to [automatically register executed actions in ServiceNow](#amplify-recordingremoteactionsinathird-partyitsupporttool-servicenowamplifyservicenow).
  * [Copying Amplify tab content](#amplify-manuallycopyingcontentfromamplifytabsamplifymanualcopy) and information.

### Searching webpage field values in Amplify <a href="#amplify-searchingwebpagefieldvaluesinamplifysearchfields" id="amplify-searchingwebpagefieldvaluesinamplifysearchfields"></a>

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.&#x20;
2. Select **Lookup … on Amplify** to launch the Amplify extension.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-c57f96b2b2835124b91242886604edfac6022d8f%2Famp-1713266186.png?alt=media" alt=""><figcaption></figcaption></figure>

#### 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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-2d3f9782bafacb1e92f6a02485d2bd4cfb13405d%2Famp-1713354170.png?alt=media" alt=""><figcaption></figcaption></figure>

#### Look up field values in the Amplify extension search bar.

1. [Launch](#amplify-accessingamplifylaunch) the Amplify extension pop-up.
2. Enter the device or user field value in the search bar for more details.

<div align="left"><figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-732c4b1054cb352212dfa66a1ea1ebb698402f28%2Famp-1713354549.png?alt=media" alt="" width="284"><figcaption></figcaption></figure></div>

### Amplify tabs <a href="#amplify-amplifytabsamplifytabs" id="amplify-amplifytabsamplifytabs"></a>

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. These checklists facilitate identifying issues in the target device and executing a list of associated actions.
  * Refer to the [Checklists management](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/administration/content-management/checklists-management) documentation to create and edit checklists.
* The **Actions** tab allows support agents to view and execute [remote actions](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/remote-actions) and [workflows](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/user-guide/workflows), mapped to their user role, on the target device.
  * The **Actions** tab displays the last 2 execution statuses of a workflow or remote action, including the option to copy the execution details.&#x20;
  * Refer to the [Recording remote actions in the third-party IT support tool: ServiceNow](#amplify-recordingremoteactionsinathird-partyitsupporttool-servicenowamplifyservicenow) section for an **Actions** tab use case.
* 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**.

The image below shows an example of a workflow status update after running the workflow from the **Actions** tab. This means support agents can check the outcome of a workflow or remote action in real-time from Amplify.&#x20;

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fu1idOyABZE4g78hzQZLn%2FAmplify_5.png?alt=media&#x26;token=57f291c3-a842-43ec-94e7-f0a87593c6cd" alt="Workflow status update from the Actions tab in Amplify."><figcaption></figcaption></figure>

### Manually copying content from Amplify tabs <a href="#amplify-manuallycopyingcontentfromamplifytabsamplifymanualcopy" id="amplify-manuallycopyingcontentfromamplifytabsamplifymanualcopy"></a>

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.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2F6Kx8UqvrfJJq4KSFQ6U3%2FAmplify_2.png?alt=media&#x26;token=d955cc52-b401-4745-878f-0d79f219f8e1" alt="Manually copying content from Amplify tabs."><figcaption></figcaption></figure>

### Recording remote actions and workflows in a third-party IT support tool: ServiceNow <a href="#amplify-recordingremoteactionsinathird-partyitsupporttool-servicenowamplifyservicenow" id="amplify-recordingremoteactionsinathird-partyitsupporttool-servicenowamplifyservicenow"></a>

After using the Nexthink web interface to set up a [connector credential](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/outbound-connectors/connector-credentials) and a [webhook ](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/outbound-connectors/webhooks/webhook-use-cases-setup/updating-servicenow-from-amplify)for a third-party IT support tool, Amplify can automatically update the history of executed remote actions and workflows 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. The same steps apply to workflows.

1. Open the **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 or workflow from Amplify.
3. Check that the remote action or workflow was **received**.
4. Verify if ServiceNow lists the executed remote action or workflows under **Activities**.

Refer to the [Updating ServiceNow from Amplify](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/outbound-connectors/webhooks/webhook-use-cases-setup/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 [Amplify installation and configuration guide](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/amplify/installation-and-configuration) to set up Amplify for ServiceNow Agent Workspace and ServiceNow Operations Workspace.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2FhdEpsTXkZwZuxuxphdo4%2FAmplify_4.png?alt=media&#x26;token=184b1dd9-30d8-43db-a6e2-2b26535499ad" alt="Running and recording remote actions in a third-party IT support tool: ServiceNow"><figcaption></figcaption></figure>

***

RELATED TASKS

* [Extension deployment](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/amplify/extension-deployment)
* [Amplify installation and configuration](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/amplify/installation-and-configuration)
* [Updating ServiceNow from Amplify](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/outbound-connectors/webhooks/webhook-use-cases-setup/updating-servicenow-from-amplify)