Workflow: Outlook-assisted troubleshooting

This workflow only works on Windows devices.

Microsoft Outlook is essential for communication and collaboration between employees and third parties.

Problem

As Outlook is one of the most commonly used applications, any significant stability, compliance, or synchronization issues can severely impact employee productivity and experience.

Outlook tickets are extremely common for IT and the service desk. While the solution to an issue can often be very simple, a ticket still needs to be opened, with time spent reaching out to the employee, performing the fix, and closing the ticket. When accumulated, these (often repetitive) tasks can take significant time.

Solution

Offer L1 teams the ability to trigger a fully automated workflow that will perform the basic remediation steps that fix Outlook in most cases.

A Service Desk ticket is updated at each step of the process to summarize the steps taken and the device's status. This can be triggered by L1 manually or, in the future, from a self-service system.

Refer to the Configuration guide for details on the content included in this solution.

Benefits and outcome

By implementing the "Outlook assisted troubleshooting workflow", you:

• Simplify and accelerate the Outlook troubleshooting process for the Service Desk agent by reducing the steps they need to perform to investigate and/or resolve the issue.

• Speed up Service Desk ticket resolution by automating common repetitive remediation steps.

Getting started with the "Outlook assisted troubleshooting workflow"

Configure and start using your packs by following these links:

• Usage guide: Outlook assisted troubleshooting for standard users.

• Configuration guide: Outlook assisted troubleshooting only accessible to users with an administrator role."