Usage guide: OneDrive Compliance

This page outlines various ways to use the pack, including use case examples. Administrators can refer to the Configuration guide: OneDrive Compliance to set up and customize the installed content.

Microsoft OneDrive is essential for productivity, yet sync failures and configuration issues often lead to disruptions and L1 tickets. This pack enables you to:

• Automatically detect and remediate common OneDrive sync and configuration issues.

• Proactively identify devices with missing or misconfigured OneDrive installations.

• Reduce ticket volume through self-healing workflows and user-aware campaigns.

• Escalate critical cases to ITSM when remediation fails, with relevant context.

In addition, this library pack includes preconfigured remote actions, campaigns, and a fully automated workflow to streamline and accelerate OneDrive issue resolution.

Library pack uses

Jump to Use cases on this page to see relevant scenario applications.

Use the library pack content for the following purposes.

Ensuring OneDrive installation and configuration compliance

Use the Get OneDrive status remote action to validate that OneDrive is installed and properly configured on user devices. The automated workflow checks:

• Whether OneDrive is installed.

• Whether the OneDrive client is running.

• Whether the expected folders and environment variables are correctly set.

If problems are detected (e.g. OneDrive is not installed, not running, or key folders are missing), the workflow either remediates the issue or creates an ITSM incident with details captured via connector credentials.

The workflow uses campaigns to notify users before starting or restarting OneDrive, giving them a chance to postpone actions.

Troubleshooting OneDrive sync errors

Sync issues are among the most common OneDrive problems. The Get OneDrive sync status remote action identifies the current sync state, such as:

• Up to date

• Paused

• Not syncing

• Having syncing problems

• Unknown or fallback states

Depending on the issue, the workflow attempts to fix it using one or more of the following:

• Restart OneDrive

• Reset OneDrive

• Repair OneDrive

After remediation, the workflow rechecks status and escalates to ITSM if problems persist.

Automating OneDrive remediation across the organization

The workflow is designed to run on a scheduled trigger targeting Windows devices, but can also be run manually for on-demand remediation. Recommended trigger setup:

• NQL:

  devices during past 7d
  | where operating_system.platform == Windows
    and operating_system.name !in ["*server*"]

• Recurrence: Weekly (at least once a week)

This ensures timely detection and resolution of issues before users submit tickets.

Use cases

In addition to the relevant use cases covered below, you may uncover other troubleshooting scenarios specific to your environment.

Validating OneDrive installation on Windows devices

From the Workflows module:

1. Use the Get OneDrive status remote action to check for missing installations or misconfigurations.

2. If OneDrive is not found or misconfigured, the workflow initiates Repair OneDrive, or creates an incident if repair is not possible.

3. A campaign notifies the user that remediation is underway or informs them if a support ticket was created.

Resolving paused or broken OneDrive sync

The workflow detects devices where sync is paused or has failed.

1. The Get OneDrive sync status remote action identifies the sync state.

2. If paused, a campaign asks the user for permission to restart sync.

3. Upon approval, the workflow uses Restart OneDrive, waits, and checks sync again.

4. For unresolved sync issues, the workflow runs Reset OneDrive.

5. If problems persist, it creates an incident and notifies the user using the OneDrive-Sync-SupportTicketLogged campaign.

Automating incident creation for OneDrive issues

The workflow automatically generates ITSM incidents when:

• OneDrive is not installed or cannot be repaired.

• Sync errors persist after all remediation steps.

• Any step expires or fails unexpectedly.

This uses connector credentials, which must be configured in line with your ITSM platform. The workflow includes conditional logic to determine which incident template to use.

RELATED TOPICS

• Manage live dashboards

• Manage remote actions

• Manage campaigns

• Manage workflows

• Manage custom fields

• Manage ratings

• Manage custom trends

• Manage applications

• Manage software metering rules

• Configuration guide: OneDrive Compliance