Configuration guide: Outlook assisted troubleshooting
The configuration options on this page are only accessible to administrators.
Refer to the Usage guide: Outlook assisted troubleshooting to use library content as a standard user.
Prerequisites
This library pack contains content from the following required expansion products:
Some of these products offer default access to their respective content and can still be used without expansion products.
To learn more about default thresholds for expansion products, visit the extended documentation.
Included content and dependencies
This library pack contains the following content and dependencies:
Outlook assisted troubleshooting
Fully automated workflow to perform basic remediation steps on an Outlook installation.
Required to resolve common issues in your environment
Get Outlook online
Checks if Outlook is working online.
Required for the workflow to function
Set Outlook online
Checks if Outlook is working offline, and sets it to online if it is not already.
Required to resolve issues identified by the workflow
Set Outlook plugins
Enables or disables each Outlook COM add-in specified in the parameters.
Required for the workflow to function
Get Outlook add-in diagnostics
Gives organizations a deeper view into Outlook add-in performance and Outlook stability, to make it easy to understand where Outlook add-ins are experiencing poor startup performance or stability problems, which are causing add-ins to be set to disabled.
Required for the workflow to function
Repair Office 365
This Remote Action can be used in order to run an online repair of Microsoft M365 Apps for Business (also known as Microsoft Office 365).
Required for the workflow to function
Get Outlook storage info
Obtains the number of PST and OST files a user has connected to Outlook, and their overall size.
Required for the workflow to function
Get Outlook profile info
Retrieves Outlook profile information for the logged in user.
Required for the workflow to function
Invoke Outlook profile recreation
Removes the Microsoft Outlook profile and validates if the user has recreated the profile manually
Required for the workflow to function
Outlook troubleshooting intro
Introduces the guided Outlook troubleshooting process and asks for permission to continue.
Required for the workflow to function
Outlook troubleshooting check
Checks with the user to ask whether their Outlook issue has been resolved. This campaign is used several times in the workflow whenever a remediation step is performed.
Required for the workflow to function
Outlook troubleshooting - Office 365 repair
Asks for permission to perform a repair on the Office 365 installation
Required for the workflow to function
Outlook profile recreation intro
Asks for permission to recreate the Outlook profile
Required for the workflow to function
Outlook profile recreation walkthrough
Guides the user through the required steps to recreate an Outlook profile
Required for the workflow to function
Outlook profile recreation intro (macOS)
Asks for permission to recreate the Outlook profile
Required for the workflow to function
Outlook profile recreation walkthrough (macOS)
Guides the user through the required steps to recreate an Outlook profile
Required for the workflow to function
Configuring "Outlook assisted troubleshooting workflow"
Adapt these suggested configuration steps to edit and customize content according to your organizational needs.
Follow these steps to install and configure content:
Before configuration - Install library pack content from Nexthink Library
Step 1 - Configure remote actions
From the main menu, navigate to the Remote Actions > Manage Remote Action page.
Review and edit your remote actions.
Nexthink recommends the following configurations for these remote actions:
Get Outlook online
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
Set Outlook online
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
CampaignId Tick the checkbox for "Allow the user to enter a custom value" so that this can be de-selected in the workflow.
Set Outlook plugins
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
CampaignId Tick the checkbox for "Allow the user to enter a custom value" so that this can be de-selected in the workflow. PluginNames If this remote action is already used by the organization, this comma-separated list of add-ins will be populated. If not, this remote action could be removed from the workflow.
Get Outlook add-in diagnostics
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
add_in_name_1, add_in_name_2..etc At least one Outlook add-in must already be configured for this remote action to function.
Repair Office 365
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
OfficeRepairCampaignId + RepairCompletedCampaignId Tick the checkbox for "Allow the user to enter a custom value" for both campaigns so that they can be de-selected in the workflow.
Get Outlook storage info
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
OSTSizeThreshold This is the size in GB of the OST file to check. OST files exceeding the value are reported. This is required for the workflow to function.
Get Outlook profile info
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
No parameters
Invoke Outlook profile recreation
Triggered on demand by the workflow The "Worfklow" trigger method should be ticked in addition to any existing trigger methods.
ost_path, profile_name,
profile_email The checkbox for "Allow the user to enter a custom value" should be ticked by default. execution_mode This should be pre-configured with the options: '' remediation validation Note: These parameters are populated by data from the "Get Outlook profile info" remote action as part of the workflow. For macOS, the only parameter required is 'execution_mode'.
Step 2 - Edit campaigns
From the main menu, navigate to the Campaigns > Manage Campaigns page.
Review and edit your campaigns. For each installed campaign:
Customize the sender name and image.
Review and adjust questions.
Publish the campaign when you are ready to use it.
Nexthink recommends the following configurations for these campaigns:
Outlook troubleshooting intro
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook troubleshooting check
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook troubleshooting - Office 365 repair
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook profile recreation intro
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook profile recreation walkthrough
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook profile recreation intro (macOS)
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Outlook profile recreation walkthrough (macOS)
The trigger for this campaign should be set to "workflow"
The priority for this campaign should be "Urgent"
Step 3 - Configure ServiceNow API connector credentials
This workflow contains ServiceNow incident management connector thinklets that need configuring using the appropriate connector credentials.
For more information, see ServiceNow - Incident management.
Step 4 - Configure the workflow
Before customizing the 'Outlook-assisted troubleshooting' workflow, you should:
Configure the ServiceNow incident management connector thinklets.
Configure Outlook add-in remote actions.
ServiceNow
Before triggering this workflow, an ITSM ticket should be raised, and the ticket reference should be stored. The workflow contains one parameter: 'sys_id'. The ITSM ticket reference should be entered into this parameter when the workflow is triggered.
This ITSM ticket is updated with a status report at multiple workflow stages when action is taken. These updates include the ticket ID, default device name, and a free text description. These text descriptions should be reviewed and amended if required.
Outlook add-in remote actions
Set Outlook plugins
Get Outlook add-in diagnostics
These two remote actions contain Outlook add-in information as input parameters, as explained here. If your organization does not utilize them, they can be removed from the workflow.
If the thinklet for "Outlook add-in diagnostics" is removed, please be aware that the corresponding "Condition" and "ServiceNow - Incident Management" thinklets should also be removed.
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