Assist

SysTrack Assist is a powerful tool for IT Help Desk agents to remotely diagnose and resolve many user issues. Assist uses intelligent analytics and automations to bypass basic troubleshooting and reveal pertinent user information.

Key Benefits of Using Assist

Assist aids IT Help Desk agents by:

Bypassing basic troubleshooting.
Easily accessing information.
Reducing escalations.
Improving Help Desk efficiency by increasing the number of tickets processed.
Reducing repetitive service calls.
Accelerating time to resolution or triage.
Decreasing time spent troubleshooting tickets.
Reducing cost and frustration.

Ways to Connect

You can connect by looking at a specific user or system. In Users, search for a system by the user name or User Principal Name (UPN). In Systems, search for a system by name. For more information about searching by UPN, see Understand UPN Behavior in SysTrack While Searching.

Assist functions similarly to Resolve on a technical level: you can view any system that is connected or has a snapshot available.

If the system is online, you can connect to it. The icon with the check mark shows the system is connected.
If the system is offline, you can view a snapshot of it and you can connect to that snapshot on the database to interact with the system. You can view data but you cannot push automations or other actions. The icon shows a cached version of the system.

Understand UPN Behavior in SysTrack While Searching

The UPN (User Principal Name) field behavior in SysTrack depends on system configuration. The following sections explain when the UPN may not display or may display as Not Collected, along with steps to ensure proper UPN collection.

When the UPN does not Display

The UPN field may not display in the following scenarios:

Local Active Directory: The Local Active Directory record does not contain a UPN.

No Integration: The system is not integrated with Entra ID and/or JAMF integration.

Mobile Agents: Currently, UPN collection is not supported for mobile agents.

When the UPN Shows as Not Collected

The UPN field displays as Not Collected in the following conditions:

Anonymization Enabled: The agent is configured to anonymize user data.

Partial User Info Collection: The agent is not configured to Collect All User Info.

Ensure the UPN is Collected and Displays Correctly

To ensure the UPN field is collected and displays:

In Policies > Inventory Management, enable the following:
- Collect All User Info
- Collect Azure AD User Info From Master
  
  For more information, see Collect User Information Through Microsoft Entra ID.

Set Up Entra ID and/or JAMF Integration correctly. For more details on configuring Entra ID integration and required permissions, see Collect User Information Through Microsoft Entra ID.

In the Azure portal app, ensure the User.Read.All permission is granted for Entra ID integration.