NCSi’s Jerry Hall demonstrates how to configure email-driven service request creation by building a generic request offering, capturing the required Service Request and Fulfillment Plan values, creating custom fields and Quick Actions, configuring workflows, and setting up Advanced Email Monitoring to automate the entire process.

This step-by-step tutorial walks administrators through the complete configuration process, helping organizations streamline service intake, reduce manual effort, and improve response times by converting emails directly into actionable service requests.

Topics Covered:

• Creating a generic Service Request offering
• Publishing required business objects and fields
• Capturing Service Request template and fulfillment values
• Creating custom Service Request fields
• Building Quick Actions to create requests and populate parameters
• Configuring Service Request workflows
• Setting up Advanced Email Monitoring
• Testing and troubleshooting email-to-service-request automation
• Best practices for email-driven request creation

Whether you’re implementing automation for the first time or looking to enhance your existing Ivanti Neurons for ITSM environment, this tutorial provides a practical approach to turning incoming emails into fully functional Service Requests.

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Presented by:
Jerry Hall, NCSi Senior ITSM Consultant

Watch more Ivanti Neurons for ITSM tutorials on our YouTube channel!

In this Ivanti Neurons for ITSM tutorial, Thomas Adriaansen from Network Consulting Services, Inc. (NCSi) shows how to create a dropdown list of contacts based on a Contact Group, without needing custom attributes or complex workarounds.

This approach allows you to easily limit dropdown selections to a specific group of users (such as approvers or managers) by leveraging Contact Groups, which are typically used for notifications and approvals.

In this video, you’ll learn how to:

• Use Contact Groups to logically group employees

• Create a Pick List based on the Employee business object

• Apply a constraint to filter employees by Contact Group membership

• Preview and validate the filtered dropdown list

• Add the dropdown to forms or request offerings

• Reuse this method anywhere dropdowns are supported in Neurons for ITSM

This technique is ideal for scenarios like purchase approvals, manager selection, or any workflow where only a defined group of users should be selectable.

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Presented by:
Thomas Adriaansen, NCSi

Watch more Ivanti Neurons for ITSM tutorials on our YouTube channel!

In this video, NCSi Pre-Sales Engineer Jaren Bracken walks you through the newly announced Ivanti ITSM and Neurons Platform integration, including the move to a more secure OAuth 2.0 connection.

You’ll learn how to quickly configure the Neurons Platform Integration inside your Ivanti ITSM tenant, where to generate the required credentials in Neurons, and how to validate the connection—without needing to open a support ticket.

What you’ll see in this walkthrough:

Where to find Neurons Platform Integration settings in Ivanti ITSM
How to generate the Authorization URL, Client ID, and Client Secret in Neurons
How to test and confirm the integration is working
A key troubleshooting tip: enabling the Neurons Platform Integration global constant (if needed)
What stays the same (mappings, filters, schedules) — and what’s improved

Benefits of the updated integration:

Import not only devices, but also users and invoices
Enable bot integrations for automation
Access insights like Patch Intelligence
Support integrations like Trusted Agent + Active Directory sync
Improved security + simplified setup using OAuth 2.0

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Presented by:
Jaren Bracken, NCSi

Watch more Ivanti Neurons for ITSM tutorials on our YouTube channel!

In this Ivanti Neurons for ITSM tutorial, Thomas Adriaansen from Network Consulting Services, Inc. (NCSi) demonstrates how to automatically route incidents to the correct support team based on incident category.

This configuration-driven approach helps ensure incidents are assigned accurately and efficiently—reducing manual triage and speeding up resolution times.

In this video, you’ll learn how to:

• Add an Assignment Team field to the Category business object
• Update forms and lists to manage team assignments by category
• Use initialization rules to set default assignment teams
• Create quick actions to bulk-update existing categories
• Configure editing and calculation rules on the Incident object
• Control when team reassignment occurs based on incident status
• Prevent unintended reassignment by disabling conflicting out-of-the-box rules

By the end of this walkthrough, you’ll have a clean, scalable way to route incidents automatically—ensuring the right team gets the ticket at the right time.

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Presented by:
Thomas Adriaansen, NCSi

Watch more Ivanti Neurons for ITSM tutorials on our YouTube channel!

In this step-by-step tutorial, Thomas Adriaansen from Network Consulting Services, Inc. (NCSi) walks you through the process of creating a custom pick list in Ivanti Neurons for ITSM — from start to finish.

Whether you’re an IT administrator or system configurator, this video shows you how to build flexible dropdown lists (pick lists) for business objects that don’t already exist in your system. You’ll learn how to:

• Access the Administrator Console and navigate to the Pick Lists menu

• Create a new Business Object to store custom data (like eye color, in this example)

• Define and configure fields such as text and number for sort order

• Auto-generate forms for easy value entry

• Link your pick list to the appropriate Business Object fields

• Manage and update pick list values directly from the form

• Troubleshoot Unicode Text vs. Text field types for compatibility

By the end of this tutorial, you’ll know how to create and manage fully functional custom pick lists within Neurons for ITSM — allowing for more tailored workflows and improved data flexibility.

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Presented by:
Thomas Adriaansen, NCSi

Learn more from NCSi:
Network Consulting Services, Inc. (NCSi) helps organizations streamline IT service management and automation through Ivanti Neurons and other advanced IT solutions.

Watch more Ivanti Neurons for ITSM tutorials on our YouTube channel!

In this tutorial, Thomas Adriaansen, ITSM Consultant at NCSi walks you through the process of automatically linking an external authentication provider, such as Okta to employee records in Ivanti Neurons for ITSM. Whether you’re onboarding new users or retroactively applying SSO to existing records, this step-by-step guide covers:

Retrieving the Authentication Provider record ID

Creating automation triggers for new employee records

Setting the Is Imported flag

Inserting child objects for external login profiles

Using quick actions to update existing users

Bulk applying the link via list view searches

This setup requires administrator access in Ivanti Neurons.

Perfect for Ivanti admins looking to streamline identity management and improve SSO integration!

Need users to download and reattach a file during a request submission? In this NCSi how-to video, Thomas Adriaansen, NCSi ITSM Consultant, walks you through the steps to add a downloadable attachment, like a spreadsheet or form, to a Request Offering in Ivanti Neurons for ITSM. What you’ll learn: • How to upload and locate the attachment in the system • Where to find the required Req ID • How to insert a downloadable HTML link using form designer tools • How to set up a required file re-upload field for users Perfect for ITSM admins looking to streamline form workflows and collect structured input! Find the HTML code in the Ivanti Help article at
https://forums.ivanti.com/s/article/How-To-Place-an-Attachment-on-a-Request-Offering-such-that-users-can-access-it?language=en_US