SysTrack Pulse Guide

Introduction

What is Pulse?
Pulse is a browser plugin designed to integrate SysTrack diagnostics directly into ITSM workflows. By embedding system health insights and contextual reasoning into your ticket management process, Pulse helps IT teams work smarter and faster.

Compatibility
Pulse works with Chromium-based browsers (e.g., Google Chrome, Microsoft Edge) and is ITSM agnostic, meaning it can be configured to work with multiple ITSM platforms such as ServiceNow, Freshservice, and others.

Access Model

• Basic Pulse functionality is available to all SysTrack cloud customers.

• Access to SysTrack AI features within Pulse is part of the SysTrack Intelligence Package.

• Contact your account representative to learn more about enabling SysTrack AI.

Prerequisites

Before you begin using Pulse, ensure the following requirements are met:

User Requirements

• SysTrack Account:
  Each IT support agent must have an active SysTrack user account to log in and access Pulse functionality.

Administrative Requirements

• Initial Configuration:
  A SysTrack Administrator is required to complete the initial ITSM configuration in Pulse. This setup ensures that field mappings are correctly applied and saved to the tenant for all users. Note: This ITSM configuration is optional but strongly encouraged for the best user experience.

Access Control

Access to Pulse functionality is managed through Group Features:

• Administrators must grant access to Pulse under the Service Desk section.

• Under App Features > Pulse, admins can enable or disable specific capabilities:

  • Detected Issues

  • ITSM Mapping Configuration

  • Pulse AI (only available to customers with the SysTrack Intelligence Package)

  • System Checklist

  • Tools

ITSM Configuration Requirement

• To use the ITSM configuration mapping workflow, the ticket must include a field in the ticket that contains the FQDN (Fully Qualified Domain Name) (or the short-name) of the affected machine.

• This is essential for Pulse to identify the correct system in SysTrack.

• Pulse supports multiple ITSM domains. If you complete the ITSM configuration on one domain (for example, domain1.company.com) and then repeat the configuration on another domain (for example, domain2.company.com), a separate configuration is stored for each domain. When an agent opens Pulse, the extension automatically selects the configuration that matches the current domain.

Installation and Access

Follow these steps to install and access Pulse:

Step 1: Install Pulse

• Chrome Web Store:
  Pulse is available in the Chrome Web Store.

• Enterprise Deployment:
  For organizations managing multiple users, Pulse can be deployed centrally using your enterprise browser management solution (such as Google Admin Console for Chrome or Microsoft Edge’s Group Policy/Intune for Edge). This allows IT administrators to automatically install and pin the Pulse extension for all relevant users, ensuring consistent access and reducing manual installation steps.

  • For Chrome:

    • Use the Google Admin Console to force-install extensions for users in your domain.

    • Add the Pulse extension by its Chrome Web Store ID: fedeehibolcnclcoeaicmpkfnnifcanf.

  • For Edge:

    • Use Group Policy or Microsoft Intune to deploy extensions.

    • Use the same extension ID as above.

Step 2: Launch Pulse

• After installation, locate the Pulse icon in your browser’s extensions toolbar.

• Click the icon to open Pulse.
  Note: Pulse opens as a side panel, not a floating window, allowing for a side-by-side view when investigating an IT incident.

Step 3: Sign In

• Enter your domain when prompted:

  • The common cloud domains are pre-populated for selection.

  • e.g. US cloud customers: cloud.lakesidesoftware.com.

  • For custom domains: e.g., customdomain.lakesidesoftware.com.

• Click Continue. You will be redirected briefly for authentication.

• Complete the authentication process using the method configured for your environment (if you have access to more than one tenant, you will also need to select the required one).

Step 4: Confirm Access

• Once signed in, Pulse will display its main interface in the side panel.

• If you have the correct permissions, you will see options for:

  • Go to Configuration (Admin only)

  • System Search

  • Gather Ticket Info

Admin Configuration Workflow

Pre-configure Pulse for consistent use across agents.

Important

Only a SysTrack Administrator can complete this setup. Once configured, the settings are saved to the tenant and applied for all users.

To ensure a reliable configuration across different ITSM layouts and domains, keep the following guidelines in mind when setting up Pulse.

Steps to Configure ITSM Integration

1. Open an ticket in Your ITSM

   • Navigate to your ITSM platform (e.g., ServiceNow).

   • Ensure that the “default view” used by your IT/L1 teams is used during the configuration.

• Supported views: Pulse only supports ITSM views where the fields and buttons you map remain persistently visible on the page. If a mapped element moves into a collapsible menu, changes position, or disappears when the window is resized, Pulse cannot reliably interact with it.

• ServiceNow SoW requirement: For the ServiceNow Service Operations Workspace, the incident view must be in “Stacked” mode. Other layout modes (for example, with fields nested under dynamic menus) are not supported for Pulse configuration.

3. Map Required Fields

   • In the configuration screen, select each required field and map it to the corresponding element on the ITSM page:

     • Ticket or Incident Number

     • FQDN (Fully Qualified Domain Name)

     • Description

     • Notify Flow

     • Escalate Flow

   • Click on the field in the ITSM interface to capture its location.

   • Use the Test option to validate the mapping.

   • After mapping a field or button, verify that the captured content appears correctly in the Pulse notification when you use the Test option. If the expected value is missing or empty:

     • Check whether the element is nested inside a dynamic or collapsible menu (for example, an “Additional Comments” field hidden under a menu).

     • If the element is not always visible on the screen or moves when you resize the window, Pulse may not be able to interact with it reliably. In that case, choose a different field or adjust the ITSM layout so the element remains visible.

   • If incorrect, use Reset to redo the mapping.

4. Save Configuration

   • After mapping all required fields, click Save.

   • Close the Pulse panel and reload the ITSM page to apply changes.

5. Reset Configuration

   • Allows you to reset the entire configuration and start over.

Additional Notes

• ITSM configuration is performed by a SysTrack Administrator and is applied tenant-wide.

• Reconfiguration is only required if the ITSM layout changes (for example, if relevant fields are moved, renamed, or otherwise modified within your ITSM platform).

Using Pulse as an IT Agent

Once Pulse is installed and configured by an administrator, agents can use it to access system insights and leverage SysTrack AI for troubleshooting.

There are two ways to use Pulse when working with tickets:

• • Gather Ticket Information
    When the ITSM configuration has been completed by an administrator, Pulse can automatically detect system and ticket information from the ticket page. This allows Pulse to link the ticket to the corresponding system without manual input.

  • System Search
    If automatic detection is not available or the system cannot be identified from the ticket, agents can use the manual System Search option within Pulse to locate and select the relevant system.

    How to use System Search:

    1. Open the Pulse panel in your browser by clicking the Pulse icon in the extensions toolbar.

    2. Click on System Search in the Pulse side panel.

    3. You will see a search interface with two options at the top:

       • User Name

       • System

    4. In the Search... input field, start typing the name of the system (or user, if that option is selected) you want to find.

    5. As you type, Pulse will perform a fast search and display matching results.

    6. Click on the desired system or user from the search results to select it and proceed with troubleshooting or viewing details.

    7. Use the Back arrow to return to the previous screen.

Navigating to a ticket

• Open the ticket in your ITSM platform.

• Ensure Pulse is open in the browser so it can detect the ticket details and link the ticket to the corresponding system.

• When Pulse detects the required fields, you’ll see a toast notification prompting you to switch to that ticket.

  • You can also click “Gather Ticket Information” from the main screen if you have missed the notification.

• Click the notification to load system data in Pulse.

Header Overview

At the top of the Pulse panel, you’ll see key status indicators:

• Person Icon

  • Indicates whether the user is logged in.

  • Green = Logged In, Gray = Logged Out.

• Computer Icon

  • Indicates whether the system is online.

  • Green = Online, Gray = Offline.

This header provides quick visibility into user and device connectivity before you begin troubleshooting.

To switch to another system and return to the main screen, click the X on the header.

Pulse Tabs Overview

Pulse provides multiple tabs for system insights and troubleshooting. Here’s what each tab does:

1. System Checklist

   • The default landing page after selecting an incident with two tabs: Needs Attention and Detected Issues.

     • Needs Attention: Displays System Checklist sensors configured by your SysTrack Administrator to provide quick visibility into key system conditions.

     

     • Detected Issues: Displays a list of sensors that have been triggered on the machine and are currently active on the selected system.

   

   • These sensors can include metrics such as CPU utilization, memory usage, disk health, and other performance indicators, depending on your organization's configuration.

1. Tools

   Displays automations and engagements that can be triggered from Pulse to assist with troubleshooting or user communication. Only those automations and engagements enabled for Assist will show here.

   Important

   All automations and engagements shown here must be pre-approved by an administrator in SysTrack.

   For details on how to configure and approve these actions, refer to the Automations and Engagements documentation.

1. System Info

   • Displays detailed device information, including:

     • FQDN (Fully Qualified Domain Name)

     • Health trend for the device

     • Operating system version

     • Hardware specifications

   • Helps confirm system identity and environment details.

SysTrack AI

SysTrack AI is the intelligence engine within Pulse that enables automated diagnostics and guided troubleshooting. These features help L1 agents quickly identify issues and provide a first response before escalating a ticket.

Important Notes

• SysTrack AI is part of the SysTrack Intelligence Package add-on.

• SysTrack AI will not work for cached devices.

Core Functions

1. Diagnose

• After selecting an ticket, Pulse will display a toast notification prompting you to switch to that ticket.

• Click the notification to load system data.

• In the Pulse panel, click Start to initiate SysTrack AI diagnostics.

• The diagnostic process analyzes SysTrack data to identify potential issues. It will use this data to provide contextual guidance to troubleshoot and potentially resolve the problem.

• Users can ask follow-up questions to the AI after diagnostics to clarify results or get additional guidance.

2. Generate Instructions

• Once diagnostics are complete, click Generate Instructions.

• SysTrack AI will create a set of troubleshooting steps based on the detected issues.

3. Run Automation

• When SysTrack AI analyzes an issue, it may recommend existing, approved automations that can help resolve or further investigate the problem.

• Only automations that are approved, enabled, and available for your role are shown; if you don’t have permission to run an automation, it will not be listed.

• Running an automation from Pulse lets you take immediate, pre-approved action without leaving the ticket context.

4. Notify and Escalate

• Use Send Message to automatically insert the instructions into the ITSM ticket.

• Use the generated instructions to communicate with the end user or other support teams.

• Escalate: If the issue cannot be resolved at the current support level, use the Escalate option to forward the ticket and all relevant diagnostic information to the appropriate team or higher support tier. This ensures that escalations are accompanied by detailed context and troubleshooting steps already performed.