Analyzing your environment and troubleshooting IT incidents

Workspace can investigate conditions across your environment and troubleshoot IT incidents using natural language, surfacing insights from 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.
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 or NQL editor.

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.

Grounding troubleshooting in your knowledge base

Workspace can use your organization's knowledge base (KB) articles and historical ticket resolutions to guide its recommendations, rather than generic IT guidance.

What KB grounding 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.

The system automatically references Nexthink's own support.nexthink.com KB when troubleshooting issues with Nexthink itself — no configuration is required for this source.

Refer to Configuring Workspace to set up knowledge base and ticket data access.

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.

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 Assistfor more details on supported data scope.