> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-workspace/analyzing-your-environment-and-troubleshooting-it-incidents.md). # Analyzing your environment and troubleshooting IT incidents Workspace helps you investigate IT incidents using natural language. It surfaces insights across devices, users, applications, locations, and more. ## What you can do * Request status checks. * Ask for breakdowns or lists of impacted users or devices. * Look up patterns in performance, connectivity, crashes, or application behavior. * Ground recommendations in ITSM ticket history and knowledge base fixes. * Drill down using follow-up questions. For example, if Workspace recommends checking Wi-Fi strength, you might ask, "Does Office A have a Wi-Fi strength issue?" Workspace then performs the assessment and surfaces the relevant investigation data.
You can then request: "Show me the list of affected employees." Workspace provides links to Investigations, allowing deeper analysis in the [Visual editor](/platform/user-guide/investigations/creating-investigations/visual-editor.md) or [NQL editor](/platform/user-guide/investigations/creating-investigations/nql-editor.md).
{% hint style="info" %} When Workspace searches for issues related to a specific device, it can package existing NQL data into a more digestible format. This helps Nexthink Assist interpret the data more easily. This results in a better assessment of single-device issues. {% endhint %} ## Grounding troubleshooting in your ticket history and knowledge base Workspace uses knowledge base (KB) articles and historical ticket resolutions to guide recommendations. This combines live Nexthink data with your organization's documented guidance and operational history. ### What grounded troubleshooting adds * Get troubleshooting steps grounded in your own KB content and past ticket resolutions. * Access KB articles referenced within the Workspace conversation using a direct link. * Combine environment-specific analysis with KB guidance for matching. * Ask Workspace to categorize or correlate historical tickets.
Use cases examples Workspace uses knowledge base (KB) articles and ITSM records to: * Troubleshoot a Zscaler connectivity issue. Workspace links to the step that verifies the connection to your organization's KB article on the authentication procedure. * Investigate slow VM sessions. Workspace combines performance analysis and graphs with the relevant KB articles and past ticket resolutions.
{% hint style="info" %} The system automatically references Nexthink's own `support.nexthink.com` KB when troubleshooting issues with Nexthink itself — no configuration is required for this source. {% endhint %} Refer to [Configuring Workspace](/platform/user-guide/search-and-workspace/configuring-workspace.md) to set up knowledge base and ticket data access. ## Acting on investigation findings Enable [Experimental mode](/platform/user-guide/search-and-workspace/using-workspace/enabling-experimental-mode.md) to let Workspace propose existing remote actions and workflows. This keeps investigation and remediation in the same conversation. For example, Workspace can identify a recurring connectivity issue, reference a prior resolution, and propose the approved remediation workflow. Review every proposal before it runs. Workspace executes it only after your confirmation. ### Choose the right execution * **Remote actions** run scripts on targeted devices. Use them to collect information or apply a fix. * **Workflows** orchestrate multi-step remediation. They can combine remote actions, integrations, and conditional logic. {% hint style="info" %} Workspace proposes only automations that already exist in your Infinity Platform. It does not create automations during a conversation. It follows your existing role-based permissions. Nothing runs without the required access and your explicit approval. {% endhint %} Refer to [Enabling Experimental mode](/platform/user-guide/search-and-workspace/using-workspace/enabling-experimental-mode.md) for setup and action execution details. ## Querying dynamic data with Workspace Workspace supports NQL query generation across both the standard NQL data model and dynamic data. To use it effectively, understand how Workspace interprets prompts that reference the [dynamic data model](/platform/understanding-key-data-platform-concepts/data-we-collect-and-store.md#dynamic-data-model).
Use exact field keywords Use terms that match the dynamic data field name. Do not rely on synonyms or paraphrased terms. For example, when querying data from the `get_battery_status` remote action: * This prompt works: "Show me battery status by device" * This prompt may not work: "Show me power health results"
Allow time for new dynamic data After you create a new dynamic field or when a new value appears for an existing field, wait up to **6 hours** (full refresh cycle) before asking Nexthink Assist to reference it in an NQL query.
Choose clear names for your content When creating content or extending the NQL data model with dynamic data for use with Workspace, consider the following: * Use descriptive names or NQL IDs that reflect the data they represent. If abbreviations or unclear names already exist in your environment, use the field's exact name in your prompt. * Avoid using similar names for campaigns or remote actions. For example, if you have two remote actions named "Get Browser Tabs" and "Get Browser Tabs Chrome", Nexthink Assist may select the first object that matches the keywords in your prompt. The same applies to campaigns with similar names.
Refer to [Understanding Nexthink Assist](/platform/user-guide/search-and-workspace/understanding-nexthink-assist.md)for more details on supported data scope. *** RELATED TOPICS * [Workspace](/platform/user-guide/search-and-workspace.md) * [Using Workspace](/platform/user-guide/search-and-workspace/using-workspace.md) * [Configuring Workspace](/platform/user-guide/search-and-workspace/configuring-workspace.md) * [Enabling Experimental mode](/platform/user-guide/search-and-workspace/using-workspace/enabling-experimental-mode.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.nexthink.com/platform/user-guide/search-and-workspace/using-workspace/analyzing-your-environment-and-troubleshooting-it-incidents.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.