Overview introduction

Citrix IT Service Management (ITSM) Adapter is a cloud service that integrates with ServiceNow solutions to automate provisioning and managing of Citrix resources. It helps reduce the time IT help desks spend on manual and one-off processes and helps organizations enhance end-user productivity and focus on business strategies.

For more information, see the ITSM Adapter service documentation.

The Citrix ITSM connector plugin is developed on the ITSM SaaS environment provided by ServiceNow. Currently, Citrix provides several native flows, such as reset a session, request a desktop, request applications, add MCS-created machines, power manage VDI desktops, and more. Citrix keeps developing new flows and improving existing flows to provide more benefits for customers. However, Citrix understands the IT Service Management flows in each organization might be different, native flows can’t meet the needs of all customers, and some customers want to customize their own flows.

Based on these facts, Citrix develops custom actions and tables for customers to create or customize flows on their own.

This developer guide explains the custom actions and tables provided by the Citrix ITSM Connector plugin to help developers extend and integrate ITSM workflows.

Note: The actions and tables provided by the plugin are subject to change. If there is any discrepancy between this document and the plugin, the implementation in the plugin takes precedence.

Introduction to custom actions in Citrix ITSM connector

ServiceNow provides the infrastructure that performs data collection, storage, and application development on a single platform. The Flow Designer is the interface for creating and modifying flows by arranging and connecting actions to drive processes.

If the Citrix ITSM connector plugin in ServiceNow is installed, the custom actions are natively included. Customers can reuse those custom actions, which save development time and costs. For more information, see ServiceNow Workflow Studio actions.

Who can use the custom actions

To use the custom actions, you must have a ServiceNow account that is granted at least both of the following roles:

• x_cion_citrix_it_s.ctx_itsm_admin role
• workflow_creator or workflow_admin role

You can use the custom actions to create flows for the following purposes:

• Accessing the Citrix DaaS (formerly Citrix Virtual Apps and Desktops service)
• Handling user requests
• Automatically manage the alerts and notifications from Citrix Cloud

Rate limits

To reduce the performance risk to the Citrix DaaS, the ITSM Adapter service limits the number of concurrent actions it can run to 10. We recommend you not frequently retrieve data from your Citrix DaaS environments to ServiceNow by using the actions.

Introduction to custom tables in Citrix ITSM connector

The x_cion_citrix_*** tables are a set of ServiceNow scoped application tables provided by the Citrix ITSM Adapter. These tables store Citrix‑related configuration, metadata, and operational state required to support automated ITSM workflows and integrations with Citrix Cloud and Citrix Virtual Apps and Desktops.

Each table is designed to represent a specific Citrix concept—such as resources, assignments, requests, or workflow context—and is consumed by the adapter’s custom actions and background logic. Together, these tables enable standardized data exchange, auditing, and extensibility for Citrix‑driven ITSM use cases.

Note: These tables are primarily intended for solution extension and integration. Direct modifications should be performed with caution.