L1 checklist

Summary

Check for the most common L1 issues in a single device-specific checklist, accessible directly in Device View.

When L1 agents begin the troubleshooting process for a specific device, they often need to look through multiple different IT tools or, in the worst case, they need to actually contact the end user to perform a series of basic health checks for the most common potential issues. Performing those checks can be time-consuming for both the L1 agent and the end user, leading to a longer mean time to resolution.

Access a simple checklist for L1 in Device View or Amplify that lists out the most common IT issues that could be impacting the device, allowing an efficient way to perform all of the basic health checks before starting any sort of more advanced troubleshooting.

Content and Dependencies

For version 1.0.0.0, this library pack has the following dependencies:

Please note: All the following content must be installed together due to dependencies.

Checklists

  • Single L1 checklist of 17 properties with in-product documents for additional details.

Custom fields and ratings

The following NQL query-based custom fields are used to extend the Nexthink data model with additional fields. Ratings provide a classification or ranking of device properties that reduce the complexity of low-level analytics to a single enumerable value that has business relevance. Ratings depend on these custom and native NQL fields.

Custom fieldAssociated rating

Average CPU usage (past 24h)

Average CPU usage (past 24h)

Average GPU usage (past 24h)

N/A

Average Wi-Fi signal strength (past 24h)

Average Wi-Fi signal strength (past 24h)

Average boot duration (past 7 days)

Average boot duration (past 7 days)

Average memory usage (past 24h)

Average memory usage (past 24h)

Average time until desktop is ready (past 7 days)

Average time until desktop is ready (past 7 days)

Average time until desktop is visible (past 7 days)

Average time until desktop is visible (past 7 days)

Last time until desktop is ready

Last time until desktop is ready

Last time until desktop is visible

Last time until desktop is visible

Number of application crashes (past 24h)

N/A

Number of application freezes (past 24h)

N/A

Number of hard resets (past 7 days)

Number of hard resets (past 7 days)

Number of system crashes (past 7 days)

Number of system crashes (past 7 days)

System drive free space

System drive free space

Total traffic (past 24h)

N/A

[Native NQL field] Last full boot duration

Last full boot duration

[Native NQL field] Days since last full boot

Days since last full boot

Pack Structure

This library pack consists of a single 17-property checklist with in-product documents for additional details.

13 of these properties are dependent on ratings.

Details of these properties are provided below.

Please note: These custom fields are accessible through NQL by their NQL ID, which can be found in the table below. These custom fields can be used in your custom queries.

For more information about using custom fields in NQL queries, see the documentation.

LabelField typeNQL IDDescriptionRating

Average CPU usage (past 24h)

Custom field

average_cpu_usage_24h

Average CPU usage ratio in the past 24h, expressed as a percentage.

This indicates how much of the time the CPU was busy.

Details: a continued 80 to 90% or higher value indicates if the CPU is a bottleneck for the workload. It does not consider the clock speed itself and will show high utilization even if, in theory, the CPU could run at higher speeds, but it is, in fact, (thermally) throttled.

  • Good:< 30%

  • Average:>= 30% and < 50%

  • Poor: >= 50%

Average GPU usage (past 24h)

Custom field

average_gpu_usage_24h

Average GPU usage ratio in the past 24h, expressed as a percentage.

For devices with more than one GPU, this only refers to the first GPU.

N/A

Average Wi-Fi signal strength (past 24h)

Custom field

average_wifi_signal_strength_24h

Average Wi-Fi signal strength in the past 24h, expressed in dBm.

  • Good: >= -67db

  • Average: >= -75 to < -67db

  • Poor: < -75db

Average boot duration (past 7 days)

Custom field

average_boot_duration_7d

Average boot duration in the past 7 days, expressed in a measure of time.

This represents the time between powering on a device and the display of the sign-in screen.

  • Good: < 60s

  • Average: >= 60s and < 90s

  • Poor: >= 90s

Average memory usage (past 24h)

Custom field

average_memory_usage_24h

Average memory usage ratio in the past 24h, expressed as a percentage.

This represents the average amount of RAM used by applications and the operating system.

Details: If the operating system needs to free up some memory (for example, for other applications taking priority or getting in the foreground), the content is written to disk.

  • Good: < 70%

  • Average: >= 70% and < 85%

  • Poor: >= 85%

Average time until desktop is ready (past 7 days)

Custom field

average_time_until_desktop_is_ready_7d

Average duration of the time until the desktop is ready in the past 7 days, expressed in a measure of time.

This represents the time between the user login and the device is ready to use.

Details: Desktops and laptops are considered fully functional once the CPU usage drops below 15% and the disk usage drops below 80%, and servers once the CPU usage of all processes belonging to the corresponding user drops below 15%.

  • Good: < 30s

  • Average: >= 30s and < 60s

  • Poor: >= 60s

Average time until desktop is visible (past 7 days)

Custom field

average_time_until_desktop_is_visible_7d

Average duration of the time until the desktop is visible in the past 7 days, expressed in a measure of time.

This represents the time between the last user login and the time the desktop appears.

  • Good: < 15s

  • Average: >= 15s and < 30s

  • Poor: >= 30s

Last time until desktop is ready

Custom field

last_time_until_desktop_is_ready

Last recorded duration of the time until the desktop is ready, expressed in a measure of time.

This represents the time between the user login and the device is ready to use.

Details: Desktops and laptops are considered fully functional once the CPU usage drops below 15% and the disk usage drops below 80%, and servers once the CPU usage of all processes belonging to the corresponding user drops below 15%.

  • Good: < 30s

  • Average: >= 30s and < 60s

  • Poor: >= 60s

Last time until desktop is visible

Custom field

last_time_until_desktop_is_visible

Last recorded duration of the time until the desktop is visible, expressed in a measure of time.

This represents the time between the last user login and the time the desktop appears.

  • Good: < 15s

  • Average: >= 15s and < 30s

  • Poor: >= 30s

Number of application crashes (past 24h)

Custom field

number_of_application_crashes_24h

Total number of application crashes in the past 24h.

N/A

Number of application freezes (past 24h)

Custom field

number_of_application_freezes_24h

Total number of application freezes in the past 24h.

N/A

Number of hard resets (past 7 days)

Custom field

number_of_hard_resets_7d

Total number of hard resets in the past 7 days.

This represents abrupt stops of a device caused by pressing the reset button, power failures, or crashes

  • Good: 0 hard resets

  • Average: 1 hard reset

  • Poor: > 1 hard resets

Number of system crashes (past 7 days)

Custom field

number_of_system_crashes_7d

The total number of device system crashes in the past 7 days.

This represents abrupt crashes of a device, such as Blue Screens of Deaths (BSODs).

  • Good: 0 system crashes

  • Average: 1 system crash

  • Poor: > 1 system crashes

System drive free space

Custom field

last_system_drive_free_space

Amount of free space currently on the system drive.

  • Good: >= 30GB

  • Average: > 23GB and < 30GB

  • Poor: <= 23GB

Total traffic (past 24h)

Custom field

total_traffic_24h

The combined total of both incoming and outgoing traffic in the past 24h, expressed in bytes.

This represents the amount of bytes sent and received by applications.

N/A

Last full boot duration

Native NQL property

N/A

The duration of the device last boot following a restart or a complete shutdown.

  • Good: < 60s

  • Average: >= 60s and < 90s

  • Poor: >= 90s

Days since last full boot

Native NQL property

N/A

The number of days since the device last boot following a restart or a complete shutdown.

  • Good: < 2d

  • Average: >= 2d to < 5d

  • Poor: >= 5d

Please note: This pack contains references to the following remote actions in the internal product documents of the corresponding properties. These remote actions will only be visible in embedded documents if they are installed and the execution trigger is activated.

Disk clean-up

Invoke Recycle Bin cleanup

System cleanup

Get fast start status

Get boot information

Restart Windows devices

Restart macOS devices

Get GPO impact

Disable application from startup menu

Get login information

Get application crash details

Get BSOD crash driver minidump analysis

Checklist

The L1 checklist is accessible in Device View and Amplify.

Checklist structure

The following image shows an example of a checklist in the Nexthink Device View.

  1. Item #1 indicates the device name in the Device view.

  2. Item #2 points to the L1 checklist in the Device view. For more information about using checklists in Device view, see the documentation.

  3. Item #3 corresponds to the 16 properties of the L1 checklist. These properties are custom fields and native NQL properties. More information about custom fields can be found in the documentation.

  4. Item #4 specifies the values ​​of the checklist properties. These values ​​have different units of measurement, which are indicated directly in the values.

  5. Item #5 indicates ratings, which provide classification or ranking of device properties. These ratings are designed to reduce the complexity of low-level analytics by implementing a red-amber-green (poor-moderate-good) approach using predefined criteria. More information about ratings can be found in the documentation.

  6. Item #6 refers to in-product documentation describing each of the checklist properties, its associated rating, and suggested actions to improve the experience associated with that specific property.

Device view

Device View is a dedicated section of the product designed to help IT support teams gain deeper insight into device-level troubleshooting scenarios.

The L1 checklist is accessible through the checklists section of the Device view.

For more information about using checklists in Device view, see the documentation.

Amplify

Nexthink Amplify is a browser extension that brings Nexthink intelligence into any web-based solution, such as ITSM, to assist support agents in the faster handling and resolution of support tickets.

The L1 checklist is available in the checklists tab in Amplify.

For more information about using checklists in Amplify, see the documentation.


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