This video outlines the common reliability engineering workflow in SysTrack, detailing how users investigate issues, create and manage problems, take action, communicate with users, and validate results.
Video Transcript
Whether you're an EUC engineer investigating a prioritized sensor or a deck specialist following experience index impact, the investigation into the problem is the same.
Once you've identified a sensor, you'll move into the common reliability engineering workflow, analyze the issue, initiate a problem, take action, and validate the results.
The first step is to open sensor scope by selecting a sensor or sensor instance. Sensor scope provides a deeper view of the issue and helps you understand its overall impact across the environment. You can view affected systems over the last 24 hours, seven days, or 30 days.
While the sensor activation trend always displays 30 days of data, all other visualizations update based on the selected timeframe.
The problems list shows any existing problems associated with the sensor, making it easy to see whether someone is already investigating the issue.
The groups view highlights which groups contain the highest number of affected systems. Platform comparison breaks down the issue across desktops, laptops, physical devices, and virtual systems. The world map helps identify geographic patterns by showing where affected systems are located, and the operating systems view reveals whether the issue is concentrated within a specific operating system.
Together, these insights help you determine the scale, distribution, and potential impact of the problem before taking action.
Once you've gathered enough information, create a problem. Creating a problem establishes a formal investigation record and captures a snapshot of all affected systems within the selected time range. This snapshot becomes your baseline, allowing you to measure whether your remediation efforts are actually improving the situation over time.
With the problem created, you can begin documenting your investigation.
The activity stream records notes and associated actions to keep the investigation on track. Notes are added manually and have a 1,000 character limit.
All systems affected by this sensor are listed with information about hardware, data groups, and links to view more detail and resolve.
As you develop an understanding of the problem, you're ready to act.
Selecting take action opens a system selection dialog where you can choose which systems to target.
Many teams choose to begin with a smaller subset of systems, allowing them to validate a remediation before deploying it more broadly.
Once you've selected the desired systems, click continue to go to the action selection screen.
Choose the appropriate action and run it against the targeted devices.
In addition to taking action, you can also communicate directly with affected users. The notify users option provides two types of notifications. Alerts are targeted notifications sent only to the systems included in the problem scope. Like with Take Action, you can choose exactly which systems receive the alert. The alert will appear as a pop-up on the selected systems. Announcements are tenant-wide messages that can be displayed across all systems.
When creating an announcement, you simply provide the message and specify when it should expire. The message will appear in the IT announcements section of the self-help app.
Both actions and notifications are automatically recorded in the activity stream, providing visibility into what was done, when it occurred, and which systems were affected.
The final step is monitoring. After remediation has been performed, continue monitoring the problem to ensure the issue is resolved and that sensor activity returns to expected levels.
By following this workflow, reliability engineering provides a structured process for investigating issues, tracking remediation efforts, measuring results, and validating success.