# Workflow: Connectivity assisted troubleshooting

A **workflow** to provide information gathering, ITSM ticket updates for L1 agents, and guided troubleshooting for the employee.

## **Problem**

When a support agent detects a device with network connectivity issues, they must perform various checks and verifications to identify the problem. This takes time, especially when end-user interaction is required to get context for troubleshooting.

## **Solution**

Offer an out-of-the-box workflow that can be triggered manually through Amplify and/or device view to perform basic connectivity checks on a device and facilitate connectivity troubleshooting for an L1 agent.

Quickly identify ethernet and Wi-Fi connectivity issues to diagnose poor connections, and communicate directly with the employee in real time via MS Teams messages on how to improve their situation.

## Benefits and outcome

By implementing the **"Connectivity assisted troubleshooting** library pack" you:

* Improve the resolution of L1 tickets related to common network connectivity issues.
* Facilitate L1 troubleshooting with ITSM ticket updates at each stage of the workflow.
* Keep employees in the loop with targeted MS teams messages.

## **Getting started with "Connectivity assisted troubleshooting"**

Configure and start using your packs by following these links:

* [Usage guide: Connectivity assisted troubleshooting](https://docs.nexthink.com/platform/library-packs/network-and-connectivity/workflow-connectivity-assisted-troubleshooting/usage-guide-connectivity-assisted-troubleshooting) for standard users.
* [Configuration guide: Connectivity assisted troubleshooting](https://docs.nexthink.com/platform/library-packs/network-and-connectivity/workflow-connectivity-assisted-troubleshooting/configuration-guide-connectivity-assisted-troubleshooting) only accessible to users with an [administrator](https://docs.nexthink.com/platform/user-guide/administration/account-management/roles#roles-administration) role.