Integrate SysTrack Assist for ITSM with ServiceNow by installing UI components, ensuring correct device and user matching, configuring diagnostics, sensors, and tools, and validating cloud, permissions, and troubleshooting settings for reliable ticket‑driven diagnostics and remediation.
Video Transcript
Assist for ITSM is more involved than asset optimization. Asset optimization runs quietly in the background once configured, but Assist for ITSM requires additional setup because it installs UI components that integrate SysTrack directly into ServiceNow. The goal is to bring best‑in‑class diagnostic information from SysTrack into the natural workflow of an IT service desk agent.
When a ticket is opened in ServiceNow, the agent enters a computer name. ServiceNow then queries SysTrack for device and user information. The most important requirement is that the computer record—stored as a CI—must include an FQDN. SysTrack uses that FQDN to match a ServiceNow device to a corresponding SysTrack device.
Assist includes several tabs in the UI: Diagnostics, Detected Issues, and Tools.
Diagnostics Tab
The Diagnostics tab gives the service desk a quick view of what’s happening on the device, as well as useful inventory details they might otherwise have to ask the user. In the top-left, the average digital experience (DX) health score for the last seven days is shown. For example, a device with a score of 13.49 is performing very poorly; most organizations consider anything below 80 to be poor.
The top-right section shows inventory information such as OS, manufacturer, serial number, IP address, and the last reboot and patch times. This is valuable because reboot history often explains user frustration—if a user already rebooted recently, asking them to reboot again may not be helpful.
The bottom-left shows recent changes, such as application updates. If a user reports an issue that began after Chrome updated, for example, the service desk can immediately see the correlation and decide whether to reinstall the app or escalate it.
The bottom-right shows the user’s critical applications. SysTrack tracks which applications are in focus most often so the service desk can understand the potential impact. If the user mainly uses Outlook and Chrome, issues with those apps should be treated as higher priority.
Three links also appear on this tab: Resolve, Resolve Live, and Prevent. Resolve and Resolve Live open real-time tools to investigate the device or environment. Resolve Snapshot is triggered automatically when a ticket is created; ServiceNow requests a database snapshot from SysTrack so even if the device later goes offline, the team can review the state of the device at ticket creation.
Detected Issues Tab
Detected Issues shows the currently triggered sensors on the device. Assist does not always show all sensors; admins can curate which sensors appear, since Assist is aimed at Level 1 service desk agents. Sensors are labeled by severity (high or warning). Expanding a sensor reveals information explaining what the sensor means, why it impacts the device, and how to fix it. This helps newer agents quickly understand issues and take appropriate action.
Some sensors may also have auto‑fix actions tied to them. For example, Teams or Zoom‑related issues should not fix automatically during a user’s meeting, but the agent can press a button to trigger the automation later or send an engagement asking the user for permission.
Assist also shows how many coworkers are affected by the same sensor. This allows the service desk to proactively resolve issues across multiple users before additional tickets are submitted.
Tools Tab
The Tools tab displays a customizable toolkit of remediations the service desk can run. Many Level 1 teams perform the same 10–12 tasks repeatedly—reinstall Office, clear browser cache, reset application settings, etc. The toolkit allows admins to configure these actions so the service desk can run them without taking over a user’s desktop. Actions can be run as the user or as the system and can optionally prompt the user before executing.
Domain Separation
Assist supports domain separation, commonly used by GSIs or customers with multi‑department environments. Each domain can point to a different SysTrack instance if required. Configuration details are stored in a table similar to other setup components.
Permissions
Installing the ServiceNow applications adds roles that control which tabs a service desk user can see: Auto Fixes, Tools, and User Diagnostics. Admins may give access to only the tools, for example, or hide Diagnostics entirely. Another role enables configuring SysTrack Asset Optimization. Without proper roles, users will not see the SysTrack panels in ServiceNow.
ServiceNow Prerequisites
The ServiceNow Store listing details all prerequisites for the SysTrack apps. Requirements vary slightly between organizations and environments.
Troubleshooting
If a ticket cannot be created because the device cannot be matched, the diagnostics tab will show a red error box. The first thing to check is the FQDN on the device and its CI record in ServiceNow. These must match.
Assist requires the device to be online to retrieve all information. Some API calls go directly to SysTrack cloud, but others proxy through the device to pull real-time data. If the device is offline, only partial data will appear.
If the username is not provided in the ticket, all data except the critical applications will populate. Critical apps require the ServiceNow username to match the SysTrack username.
For cloud environments, ensure the correct client identifier is used for the specific SysTrack cloud region (e.g., Canada, North America, Germany, France, UK, UAE, Australia, Japan, or Insider regions). Each cloud has unique identifiers and Azure routing. Credentials must also be correct.
For on‑premise deployments, check that the MID server name is accurate and the MID server is running.
Snapshots
Service desk users need SysTrack permissions to access snapshots. A dashboard—available via support—shows which snapshots are stored and whether any are pending. Snapshots may be incomplete if the device disconnects during capture.
Debug Logging
If troubleshooting fails, debug logging can be enabled in configuration. It should be used sparingly because it is very verbose and fills ServiceNow logs quickly. Enable it briefly, perform the test actions, then disable it. These logs are extremely helpful to SysTrack engineers.