Welcome to the IT Service Desk Dashboard

The IT Service Desk dashboard is an excellent starting point to investigate problems with malfunctioning devices that employees in the organization complain about. This tool has been developed for tier 1 support engineers for an initial troubleshooting without connecting to a device remotely. Save your time and accelerate troubleshooting using the dashboard that summaries all main and most important device's metrics.

For example, without asking many questions and browsing the remote device, immediately see its CPU speed and type, memory size, the model of a device, the disk free space, what antivirus and browsers it uses, and more.

Currently, this dashboard is available only for Windows desktop, laptop, and VDI devices.

Troubleshoot a problematic device
The IT Service Desk dashboard includes two main tabs:
  • The Overview tab presents static attributes of the device you are investigating. By default, the presented attributes are those Aternity decided to present. This screen is configurable, so you can personalize it to suit your needs exactly.

  • The default Device Checklist tab presents the list of items that Aternity recommends to check in the beginning of the troubleshooting process. This screen is configurable, so you can customize it to suit your needs exactly.

In this release, to customize the IT Service Desk dashboard to comply with your organization requirements, contact Aternity SaaS Administration. In near future, account administrators will be able to customize the screen by themselves.

The IT Service Desk dashboard displays the Device Score based on Health, Boot, and Performance of that device.
Field Description
Device Score

The Device Score is calculated using a proprietary algorithm developed by Aternity and provides a holistic score for the device based on its health, application performance, and boot statistics.

Boot

Aternity measures time it takes the device to boot and the user to login to it compared to other devices in the organization. The Boot score is calculated using a proprietary algorithm developed by Aternity that learns the boot times to establish a baseline.

Device Health

The Health of the device is based on the Stability Index which is a WIndows score (from 1 to 10) of a PC's overall stability.

Performance

Performance rates the performance of applications on the device compared to other devices in the organization.

The status of a score is a color associated with the value of the score: above 7 is good (green ), between 5.5 and 7 is Fair (yellow ), between 4 and 5.5 is Poor (orange ), and below 4 is Unacceptable (red ). The left limit is included and the right limit is excluded (for example, 5.5 is yellow and not orange).

The colors emphasize those items that require your immediate attention (mostly red and orange). This visual presentation promotes critical events and sets priorities for fixing issues.

Statuses of the Scores

This is the default scale Aternity provides. As Administrator of Aternity you can change the thresholds for statuses following your organizational policy of what means good or poor.

Important

A new device does not have a score. It takes between 24 hours to two weeks to collect data, learn it, and then calculate the scores.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Troubleshoot > IT Service Desk.

    Alternatively, type IT Service Desk in the search box in the top bar to quickly start the dashboard.

    Access IT Help Desk dashboard

    The screen where you search for the required device opens.

    Search for the problematic device
  3. Step 3 Enter the device or user name to locate the necessary device. You can enter a device hostname or IP address; username, full name or email address of a user.
    Analyze static attributes of that device

    In the Overview tab, you can see different scores of that device, the main static attributes, what software was removed or installed on the device lately, and what health events happened in the certain timeframe.

  4. Step 4 View and analyze the static attributes of the selected device.
  5. Step 5 Correlate between certain health event and software change. See if any of software updates caused the device to malfunction.
    If no recent health events/software updates shown on the screen, to see what health events occurred recently on that device and what software changes took place, select a different Timeframe.
    Analyze health events and software updates that took place on that device
  6. Step 6 In the Device Checklist tab, verify that you performed and checked all items listed in the checklist.

    Support engineers can easily troubleshoot the device remotely by viewing the most important support information, what enables a fast and effective remote troubleshooting. Having an overall picture of the device status in this screen, allows support engineers provide immediate solution. For example, suggest rebooting the device to lower CPU utilization, order more memory for the customer's device, upgrade antivirus to an advanced version, or suggest to use a supported in the company internet browser, and so on.

    Perform all items listed in the checklist
  7. Step 7 Perform Recommended Actions and quickly solve some of the issues with that device.
    Run the recommended actions to fix issues on that device
  8. Step 8 If there are remediation actions associated to some of the listed items, use them to fix issues fast.
    Free disk space by emptying a recycle bin
    Note
    In case there is a list of Recommended Actions, but it is grayed out and you cannot select any, see the tooltip for details:
    • Required permission is missing means that you need to ask your Administrator of Aternity to grant you a permission to run remediation actions.

    • Not supported by this device means that either your device is running an old Agent or executing remediation actions is forbidden on that device.