Usage guide: Microsoft Teams assisted troubleshooting

This page outlines various ways to use the pack, including use case examples.

Administrators can refer to the Configuration guide to set up and customize the installed content.

The Microsoft Teams assisted troubleshooting library pack enables EUC teams to:

• Improve employee experience by removing the need for scheduled remote sessions with IT support.

• Save service desk time by reducing manual troubleshooting and automating ticket management.

Library pack uses

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

Use the library pack content for the following purposes.

Visibility

This library pack focuses on the Teams assisted troubleshooting workflow. It gathers information on the local Teams installation and provides remediation where required, then asks for user confirmation whether the issue is resolved or not before proceeding.

An ITSM ticket is updated at each step of this process.

Workflow triggering

This workflow is intended to be launched on a specific device during a call with an employee or in response to an issue raised by an employee experiencing Teams stability issues. This can be achieved using Device View (as shown below) or from Amplify.

An ITSM ticket should be raised before launching the workflow, as it will be updated during its operation.

Workflow parameter: This workflow has one parameter, sys_id. This ITSM ticket reference will be used throughout the workflow as information is added. It should be entered manually when the workflow is executed.

Collecting the incident sys_id from ServiceNow

To retrieve the sys_id reference from ServiceNow:

1. Open the ticket.

2. Click on the menu button in the top left of the screen.

3. Select Copy sys_id from the drop-down list.

1. The sys_id can now be pasted directly into the workflow parameter.

Predefined workflow structure and steps

The Microsoft Teams assisted troubleshooting workflow is structured in these main steps:

1. The workflow confirms employees' availability via Nexthink Campaigns to start the troubleshooting process, as the Teams client may not be operational.

2. The workflow updates ITSM ticket to trigger Teams client troubleshooting.

   • The ITSM ticket sys_id parameter must be passed to this workflow to track the progress and results of the workflow.

3. Finally, the workflow informs employees that the troubleshooting procedure is complete and asks for resolution confirmation.

Workflow confirms employee availability via Nexthink Campaings

First, the workflow informs employees that an automated Microsoft Teams client troubleshooting workflow is available and informs them of the duration of the workflow and that the client may restart several times during its progress.

The workflow checks with employees to determine whether it is appropriate to perform a quick troubleshooting of the Teams client.

Inform the user that the assisted troubleshooting workflow is available and ask if it is the right time to start

If the employee agrees, the workflow performs several checks on the presence and health of the Teams client and, if necessary, reinstalls it or applies remediation actions.

Check the presence of the Microsoft Teams client and how long ago it was updated

Workflow updates ITSM ticket to trigger Teams troubleshooting

The workflow considers several factors that can affect the Microsoft Teams experience: the presence of the client and how long ago it was updated, device uptime, and the results of network diagnostics.

If problems are detected in any of these areas, the workflow communicates this to a user via campaigns, as the Teams client may not be working, and updates the ITSM ticket used to trigger the Teams client troubleshooting workflow.

Workflow informs troubleshooting is complete

Finally, it informs employees that the troubleshooting is over and asks them to check that the problem has been solved.

Confirm with the user whether the issue has been resolved or is still present

The employee's response is recorded in the ITSM ticket.

Update the ticket with the user's feedback

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RELATED TOPICS

• Manage Workflows

• Manage Campaigns

• Manage Remote Actions