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:

Content type	Name	Description	Dependencies
Workflows	Outlook assisted troubleshooting	Fully automated workflow to perform basic remediation steps on an Outlook installation.	Required to resolve common issues in your environment
Remote actions	Get Outlook online	Checks if Outlook is working online.	Required for the workflow to function
Remote actions	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
Remote actions	Set Outlook plugins	Enables or disables each Outlook COM add-in specified in the parameters.	Required for the workflow to function
Remote actions	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
Remote actions	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
Remote actions	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
Remote actions	Get Outlook profile info	Retrieves Outlook profile information for the logged in user.	Required for the workflow to function
Remote actions	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
Campaigns	Outlook troubleshooting intro	Introduces the guided Outlook troubleshooting process and asks for permission to continue.	Required for the workflow to function
Campaigns	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
Campaigns	Outlook troubleshooting - Office 365 repair	Asks for permission to perform a repair on the Office 365 installation	Required for the workflow to function
Campaigns	Outlook profile recreation intro	Asks for permission to recreate the Outlook profile	Required for the workflow to function
Campaigns	Outlook profile recreation walkthrough	Guides the user through the required steps to recreate an Outlook profile	Required for the workflow to function

Content type

Name

Description

Dependencies

Workflows

Outlook assisted troubleshooting

Fully automated workflow to perform basic remediation steps on an Outlook installation.

Required to resolve common issues in your environment

Remote actions

Get Outlook online

Checks if Outlook is working online.

Required for the workflow to function

Remote actions

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

Remote actions

Set Outlook plugins

Enables or disables each Outlook COM add-in specified in the parameters.

Required for the workflow to function

Remote actions

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

Remote actions

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

Remote actions

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

Remote actions

Get Outlook profile info

Retrieves Outlook profile information for the logged in user.

Required for the workflow to function

Remote actions

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

Campaigns

Outlook troubleshooting intro

Introduces the guided Outlook troubleshooting process and asks for permission to continue.

Required for the workflow to function

Campaigns

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

Campaigns

Outlook troubleshooting - Office 365 repair

Asks for permission to perform a repair on the Office 365 installation

Required for the workflow to function

Campaigns

Outlook profile recreation intro

Asks for permission to recreate the Outlook profile

Required for the workflow to function

Campaigns

Outlook profile recreation walkthrough

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
Step 2 - Edit campaigns
Step 3 - Configure ITSM API connector credentials
Step 4 - Configure the workflow

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:

Name	Trigger schedule	Parameters to edit
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.

Name

Trigger schedule

Parameters to edit

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.

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:

Name	Trigger	Priority
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"

Name

Trigger

Priority

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"

Step 3 - Configure ITSM 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.