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:
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.
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
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 | ||
View Amplify | ||
View installed packages in Amplify | ||
View checklists | ||
Execute workflows | ||
Execute remote actions |
Data privacy settings for Amplify
From the Nexthink web interface:
Go to Administration > Roles in the main menu.
Tick as visible Device and User under Data privacy.
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.
Accessing Amplify
Once installed and configured, first-time users need to log in to Amplify:
Open the web application URL configured to integrate with Amplify. For example, the ITSM tool.
Open the drop-down in your browser extension bar (if not pinned yet) and select Nexthink Amplify.
Log in following a successful authentication.
After logging in, access the Amplify extension by choosing one of these options:
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:
Click the settings icon.
Select the Light, Dark or Auto option under Appearance settings.
Select Bottom left or Bottom right for the position of the Amplify launch button.
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.
Using Amplify
Amplify assists support agents in:
Searching field values of interest on the configured web application page, for example, an ITSM web-based tool.
Troubleshooting using Amplify tabs:
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.
Copying Amplify tab content and information.
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.
Highlight and right-click the field (device or username) from the configured web application page.
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.
Right-click on the extension icon on your browser and select the Manage Extension option.
Once on the extensions management page, select the keyboard shortcuts option.
Find the Nexthink Amplify extension shortcut option.
Set or update the shortcut key combination for the Look up device or user in Amplify option.
From the configured webpage, select the desired user or device name and press the shortcut key to launch Amplify.
Look up field values in the Amplify extension search bar.
Launch the Amplify extension pop-up.
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. These checklists facilitate identifying issues in the target device and executing a list of associated actions.
Refer to the Checklists management documentation to create and edit checklists.
The Actions tab allows support agents to view and execute remote actions and 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.
Refer to the Recording remote actions in the third-party IT support tool: ServiceNow 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.
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 and workflows 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 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.
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.
Run a remote action or workflow from Amplify.
Check that the remote action or workflow was received.
Verify if ServiceNow lists the executed remote action or workflows 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 Amplify installation and configuration guide to set up Amplify for ServiceNow Agent Workspace and ServiceNow Operations Workspace.
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