Support: Level 1

Level 1: Checklist

Overview

The Level 1 Checklist contains several critical checks that can be used by Level 1 ServiceDesk staff to get insights into a device quickly. Each L1 checklist item is scored according to a value, and as such, when the score is too low, it will be shown as red, a green visual indicating a score that is an acceptable level.

Problem

A technical issue may arise that affects many end-users and stops them from being productive. As a result, these end-users will create many support tickets. Often, these issues can be tricky to troubleshoot.

Consequences

Some issues can be challenging to resolve, and users’ productivity will continue to suffer. As a result, the backlog of support tickets grows.

Solution

This library pack provides L1 and L2 support staff with a checklist that can be used to diagnose issues affecting a particular device. This quick and easy checklist helps build context around a particular issue and allows L1 support teams to resolve issues before users potentially create tickets.

Contents

Categories

• This pack contains five categories, each of which should be customized to meet your needs and requirements.

  • Compliance:

    • The auto-tagging conditions of the ‘corporate browser’ keyword should tag devices running only corporate-approved browsers. The ‘forbidden binaries' keyword should be populated with binaries you do not want running on end-user devices.

  • Corporate AV:

    • The auto-tagging conditions of the ‘yes' or 'no’ keywords should be populated with the display name of the anti-virus solution that is corporate-approved or rejected.

  • Corporate FW:

    • The auto-tagging conditions of the ‘yes' or 'no’ keywords should be populated with the display name of the Firewall solution that is corporate-approved or rejected.

  • Collaboration packages:

    • The auto-tagging conditions of the keyword(s) should be populated with the collaboration software's matching display name(s) that is corporate-approved.

  • VPN packages:

    • The keyword(s) auto-tagging conditions should be populated with the corporate-approved VPN solution’s display name(s).

Remote Actions

• Repair WMI ( Windows only )

  • This remote action checks if the ‘Winmgmt service’ is set to start automatically. If not, it sets the start type to ‘automatic.’ It also checks if the service is running; if not, it tries to start it. Lastly, it also tries to repair the WMI repository if it is on a non-consistent status.

Scores

The pack contains one pre-defined score. The score is essential and lies at the pack's core. It attaches a score rating to a particular checklist item. The score criteria have been pre-defined; however, it is recommended that you adjust them to satisfy your needs and requirements. The screenshot below shows an overview of the various composite scores. To edit the scores, export the XML score file from your finder and upload it to the scores-creator tool.

Level 1: Checklist Advanced

Overview

The L1 Checklist Advanced takes the L1 Checklist and extends it to include various checks performed by Remote Actions. For added security, the library pack, by default, imports Remote Actions with manual execution disabled. To enable manual executions, edit each remote action, and check "Allow manual triggering of the remote action on these devices.” Optionally, select a category & keyword to limit the execution to a set of devices only.

Contents

This extension of the Level 1: Checklist pack contains eight campaigns, five categories, and fifteen Remote Actions. Some of these RA’s create and reference the aforementioned campaigns.

• Campaigns:

  • These campaigns are used to engage the user of a device either to notify them of an action that has been taken or otherwise educate the user about a related subject.

• Remote actions

  • This large suite of Remote actions is used to resolve issues identified by L1 ServiceDesk staff after discovering the problematic devices by looking at their L1 Checklist panel.