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 for standard users.

• Configuration guide: Connectivity assisted troubleshooting only accessible to users with an administrator role.