Use SysTrack Prevent's Current Issues page to identify and assess issues across your environment, review detailed sensor information, and determine appropriate actions based on severity and scope. Address widespread high‑severity issues with automations, guide users to self‑help for minor problems, and investigate isolated cases.
Video Transcript
To get a quick picture of the status of your environment, the Current Issues observation is a powerful tool for it. This page highlights issues in the environment as a whole or by predefined groups.
The matrix organizes activated sensors by how many systems are experiencing the problem and by how serious each problem is from a productivity perspective. Depending on those factors, there are different recommended solutions. But before we look at those solutions, let's examine what is visible about the problems themselves.
To the left of the matrix, we see a list of currently triggered sensors sorted by impact. We can choose to sort by number of devices as well. The most impactful issue in the environment will be listed at the top. We can see how many systems are affected and other instances if applicable. Clicking the other instances filters by similar or related sensor issues.
When a sensor is selected either by choosing it from the list or the matrix, the matrix is replaced with detailed information about that sensor. This includes a detailed description, a list of affected systems, a history over the last seven or 30 days, and locations of the affected systems.
Sensor notes can be added to inform other users of things like triage status or advice on how to proceed. These notes are set to expire after 24 hours by default, but that date can be extended using the calendar.
Feature issues can possibly be resolved by clicking Take Action. Automations, collection extensions, engagements, surveys, and alerts are explained in more detail in the various SysTrack Configure modules.
Let's take a quick look at automations, which are pre‑configured tasks such as running a script or launching a diagnostic tool. They can be used to solve an issue for a single system, a group of systems, or in this case, all of the users or systems that are experiencing this problem. Examples of simple automations are cleaning a disk or disabling Outlook's autocomplete feature. The automation can be run silently in the background without involving the user, or can display a prompt or notification.
Where an issue falls in the matrix can help determine which course of action to take. High‑severity issues that are affecting large numbers of users should generally be addressed first and are typically the perfect candidates for the manual mass‑healing automations that we just covered. Solving these issues will improve the digital experience most dramatically for the most users.
For a low‑severity issue affecting only a handful of the machines, such as a disabled plugin or a missing Windows update, the IT team might want to direct users to the self‑help feature, if enabled. For more information on this, refer to the documentation or the elective course in the Lakeside Academy. If many users are experiencing lower‑severity problems, IT can create a self‑healing automation to apply when the problem occurs. Creating self‑healing automations is discussed in modules related to the Configure tool.
The last quadrant, which covers high‑severity issues for smaller numbers of users, is where the IT team will potentially spend more of their time solving isolated issues that sprout up. These types of problems will likely be investigated individually using the Resolve tool.