Workflow: Outlook assisted troubleshooting
This workflow provides full Outlook troubleshooting on Windows devices and guided Outlook profile recreation on macOS devices.
It is only designed to work on "classic" Outlook installations, and not the new Outlook experience, which is online only.
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.
At each step of the process, a Service Desk ticket summarizes the steps taken and the device's status. L1 can trigger this manually or, in the future, from a self-service system.
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.
Provide an automated, guided process for recreating an Outlook profile on macOS devices.
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."
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