Usage guide: System crash troubleshooting

Introduction

This workflow will help you orchestrate the notification, troubleshooting, and incident management of system crashes across your landscape.

Please keep in mind this is a guide and represents just some of the potential insight and actions you can take. This workflow can be used out-of-the-box or used as a template to build and handle other use cases tailored to your environment.

Ensure your library pack is properly configured by following the steps highlighted in its configuration guide:

Configuration guide: System crash troubleshooting

Workflow structure

This workflow is primarily designed to run automatically using an event trigger.

This section describes the key steps in this workflow:

The workflow detects a system crash event and is initiated in real-time, and a notification is sent to the employee informing them that a system crash was detected and is being investigated.

The Get BSOD crash minidump analysis remote action is triggered to retrieve the system crash details from the affected device. This information is parsed by Chatgpt to understand what the error code refers to, which is then added to an automatically created ticket. This information can save IT support crucial time by providing context directly in the ticket, avoiding having to manually research the error code’s significance.

The workflow then performs a disk cleanup because low disk space is considered a common cause of system crashes and the driver update procedure will require additional disk space. This cleanup is performed by the Disk cleanup remote action and the results are populated in the ITSM ticket created in the previous steps.

The workflow then performs a key driver compliance check, as it is a very common root cause for system crashes. This is done by verifying the manufacturer to retrieve pending driver information and, if required, performing a driver update. This check is performed on Dell, Lenovo, and HP devices.

All information about any performed action is added to the final ticket, which is automatically resolved and closed.