Amplify
Last updated
Last updated
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.
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.
Refer to the to install Amplify in one of the following supported browsers:
Google Chrome
Microsoft Edge
From the Nexthink web interface, go to Administration > 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 ) depending on the OS of the target device.
Refer to the 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.
The table below showcases what users with full and limited view domain access can do, assuming the necessary permissions are enabled.
From the Nexthink web interface:
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.
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:
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.
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.
Amplify assists support agents in:
Check the target device information and status.
Follow troubleshooting checklists depending on the case.
Execute remote actions directly from the Amplify extension.
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:
Highlight and right-click the field (device or username) from the configured web application page.
Select Lookup … on Amplify to launch the Amplify extension.
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.
Enter the device or user field value in the search bar for more details.
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.
The Actions tab displays the last 2 execution statuses of a workflow or remote action, including the option to copy the execution details.
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.
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.
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.
RELATED TASKS
Go to Administration > in the main menu.
You can also launch Amplify by right-clicking selected fields or items on the web application page, see the section on this page.
Refer to the to learn how to Integrate multiple Nexthink instances with one or multiple web applications.
of interest on the configured web application page, for example, an ITSM web-based tool.
Troubleshooting using :
Administrators can configure Amplify to .
and information.
the Amplify extension pop-up.
Refer to the documentation to create and edit checklists.
The Actions tab allows support agents to view and execute and , mapped to their user role, on the target device.
Refer to the section for an Actions tab use case.
After using the Nexthink web interface to set up a and a 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.
Refer to the to learn how to set up the ServiceNow case-specific webhook in the Nexthink web interface.
In addition, refer to the to set up Amplify for ServiceNow Agent Workspace and ServiceNow Operations Workspace.
Manage Amplify
View Amplify
View installed packages in Amplify
View checklists
Execute workflows
Execute remote actions
