SaaS Features and Functionalities which are not in on-premise 11.x

Learn what useful and valuable features you can get by migrating to the SaaS product today. Some of these capabilities will be part of on-premise 12.

This article covers the following sections:

Welcome to the new Aternity Service Desk Dashboard (Beta)

Aternity introduces a new tool for Service Desk support people. See what's going on with a malfunctioning device without connecting to it.

  • Access the new dashboard by going to the Main Menu > Troubleshoot > IT Service Desk.

  • Check the device of a user who contacted you for support and see the live data for that device.

  • Check recent events and updates to identify the problem.

  • Evaluate various scores of the device.

  • Initiate remediation actions remotely.

Troubleshoot customer's device

Aternity Account Settings

As administrator, you can manage your account settings and meet your organization's needs.

  • Upload your logo to replace the logo of Aternity.

  • Set your account time zone.

  • Customize the Main Menu by adding more categories for saving dashboards.

  • Secure your account by encrypting PII and/or limiting sharing dashboards.

Configure account settings

Analyze Multiple Data Sources

Create a dashboard using multiple data sources including Application, Business Activities, Device Health, Host Resources, Process Resources, Installed Software, and Remediation.

  • Instead of having several dashboards, you can now use one.

  • Create several widgets using different data sources and then create a new dashboard with a lot of great information.

  • Filter and correlate data across multiple data sources.

Enterprise Dashboards New Look and Feel

  • View all relevant dashboards related to your enterprise by moving between tabs in a unified dashboards view.

  • Benefit from at-a-glance content.

  • On the new Enterprise Map dashboard, view the geographical distribution of sites that report to Aternity and usage time in each location.

A combined view of enterprise dashboards

A Single Device/User New Look and Feel - A Unified Dashboards View for Data Investigation Optimization

  • View all relevant dashboards related to a single device or user by moving between tabs in a unified dashboards view.

  • At-a-glance content and ease of use in quickly locating data.

  • Get faster access to measurements from different dashboards that need your attention.

  • A simple view to visualize multiple attribute correlations from different dashboards.

Aternity Integrates with SteelCentral AppResponse™

Integrate Aternity with SteelCentral AppResponse™ for a more holistic approach to troubleshooting slow performance in your Citrix environment.

  • Investigate end-user experience and network performance by switching between Aternity and AppResponse.

  • In Aternity, investigate Citrix XenApp server resources' utilization and top processes. All typical device questions are laid out for you: OS, network connection, top processes, memory, CPU usage, health events, latency and so on. Isolate issues which are causing slowdowns in applications hosted on that server.

  • Drill down to AppResponse to see how data center network performance and the back-end Citrix XenApp servers influence what users experience

Data Retention Enhancements

Aternity provides longer data retention for its major dashboards allowing monitoring and viewing your historical trends for longer periods of time.

  • Set the timeframe further back, with new longer data retention times.

  • 90 days for Enterprise Summary, Monitor Application, Troubleshoot Application, Device Health, Commonalities Applications / Business Activities, and for Troubleshoot Activity.

Improvements in PII and Privacy

Aternity cares about and safeguards your end user privacy by focusing on performance measurements. It stores PII (personally identifiable information) for short periods only, solely for the purposes of troubleshooting problems in user experience.

You can remove some PII from Aternity by selecting user-specific PII fields you want to encrypt. With this setting, the server encrypts PII data that Agent transfers consistently over secured network (HTTPS) from Windows devices. You can still associate several performance problems with the same hostname or user, but you would not know the real-world name of the user who has those problems.

  • Administrators can configure what fields to encrypt and what to keep visible.

  • Only users with appropriate permissions can view the encrypted fields and search for the data by the real-world name.

  • Users can supply encryption key to apply encryption to their data.

New Attributes

Aternity enhances the data collected from the devices on a regular basis. This data helps troubleshoot issues and analyze trends.

  • New attributes include: Device Serial Number, MS Office language, OS Free Disk Space, Antivirus Vendor, and Machine Power Plan.

  • View all attributes in the Device Details dashboard.

Customize Your Data

Aternity introduces extensive customization capabilities for performance metrics.

  • Add to Aternity any performance metrics you want to collect.

  • See custom metrics in the new Analyze Custom Data (Advanced) dashboard.

Customize Health Events

Aternity introduces extensive customization capabilities for health events.

  • Add custom health events to Aternity to easily and quickly troubleshoot any issue with devices in your organization.

  • You can detect anything with PowerShell scripts. For example, whether the recycle bin or any other folder on the PC exceeds its allowed size, if there are too many very large messages in Outlook, or anything else you want to detect.

  • See custom health events in the existing dashboards or with REST API.

Monitor Business Location

Get an Enterprise Summary per Location. The Monitor Business Location dashboard allows an easy and quick view of data from a required business location.

Monitor all applications in your organization in a certain business location
  • The filtered dashboard shows data by location.

  • Easily get metrics from a specific business location.

  • Drill down to other related dashboards and immediately get the filtered data, with no need to search for the required location again and again in each dashboard.

  • Search for location name and get Enterprise Summary for that business location.

  • Filter dashboards by business location and save them.

Search Options Enhancements

Aternity provides an extensive search engine. Powerful search options save your time and help you find the relevant dashboard fast.

  • The search supports @.

  • Search for a device using its IP address.

  • Search for an application using its process name.

  • Search for business locations.

  • Search for a user with email address or a full name.

Anomaly Detection

Aternity provides anomaly detection alerts using a machine learning engine. By monitoring the normal patterns of applications behavior, Aternity is able to detect and alert on deviations.

As administrator, you can enable anomaly detection and set up email notifications for anomaly alerts.

Alerting scenarios are:

  • Identify a significant change in application behavior, such as drops in the application overall usage.

  • Identify a significant change in application behavior, such as increase of application crash rate.

  • Detect browser's anomalies. You can be notified about low usage or increase in crashes of a browser and of the applications that used this specific browser.

New Location Mapping Method

The new Location Mapping configuration screen allows administrators to override the default location mapping.

  • Choose the appropriate site mapping method for your organization.

  • Assign site locations either using Active Directory (default) or from subnet ranges.

  • Use subnet range to assign location names for mobile and MAC devices.

  • View warning messages about unmapped sites and sites without geographic locations.

Service Desk Alerts Enhancements

Enhance Device Health Monitoring by creating and customizing new Service Desk Alerts.

  • Aternity sends alerts when health event occurs according to the rules you configure.

  • Proactively add more alerts.

  • Configure rules in the Service Desk Alerts screen which trigger an SDA.

  • Create as many rules as you need in the Service Desk Alerts screen to automatically trigger actions, based on your criteria (for example, sending emails or executing different remediation actions for different locations).

Time Zone Support

Changing account time zone allows you to view dashboards, summaries, and queries in the time zone of your account, and not of the Aternity server.

With Time Zone Support, if applies:

  • Dashboards will present an aggregated data in the local time zone of the account.

  • The accounts will automatically adjust for daylight saving time.

  • Historical data will be converted and displayed in the account time zone.

  • REST API queries will return results in the account time zone.

  • Timeframe will display data in the time zone of the user account (and not of the Aternity server).

User Feedback

Use the Feedback button at the side of the screen to send your feedback on that dashboard and functions, performance and workflow. Alternatively, go to the Help menu at the right upper corner of the screen and select User Feedback.

  • Rate your experience with Aternity.

  • Answer questions and help us improve your experience.

  • Enter your comments or ideas in the text box.

  • Submit feedback.

Select Do not show again to remove the icon from the screen.

To remove the Feedback button, click Close (X).

To show or to remove the feedback icon from the screen, you can always go to the Help menu at the right upper corner, click Give us Feedback and then select or deselect the Do not show again check box.

Remedy End User Devices Remotely - Remediation Actions

Remediation allows IT help desk personnel to identify issues that cause problems and remotely fix them before they are escalated.

In order to reduce the number of IT tickets and improve user experience, Aternity developed the Remediation feature. Remediation allows IT help desk personnel to identify issues that can cause problems and remotely fix them before they are escalated. Running remediation actions remotely resolves performance issues on end user Windows devices by one-click reducing the problem-solving time and the risk of human errors. Remediation actions can be triggered automatically based on Service Desk Alerts, manually by IT help desk personnel or from external systems using REST API. For example, identify that a user has low disk space and trigger the Empty Recycle Bin action before end user is out of disk space, or stop Windows service that should not run on the device.

  • The Remediation functionality is now released for general availability.

  • Remediation actions can be triggered automatically (by Service Desk Alerts), manually (by IT help desk) or from external systems (by REST API).

  • Access our public repository for the most common remediation scripts.

  • Secure scripts with a digital signature.

  • Initiate remediation actions silently, without user confirmation.

  • Define variables when creating remediation actions (optional)

    An optional usage of input parameter enhances remediation action capabilities. It raises the number of possible remediation actions while minimizing the amount of required scripts. You can use a variable as your input parameter to perform a single action in multiple cases. For example, you can now create a script for restarting services and define that the name of the service is your input parameter (variable). So that you can modify the name of the service every time you want to restart some service. Another example, if you have a remediation action that uninstalls malicious apps, you might have the name of an application as a variable.

Edit Activity to set a Manual Threshold for Detection

Users with privilege to edit activity can determine which detection method to select per activity.

Choose detection method to affect the activity score in the dashboards. You can choose the following methods:
  • Manual Threshold: You can set your performance targets for activity response by selecting Major and Minor threshold values. This method allows an absolute (not relative) measurement, as it does not refer to trends or baselines.
  • Automatic Baseline: Aternity default detection method (baselines) that defines thresholds automatically by the system. This method relies on a normal distribution curve, discarding any data which is too erratic. When this method is selected, you can see the current baseline global values in brackets (read-only).
  • Automatic Detection AND Manual Threshold: Select this method when the baseline is not yet measured or when you need to protect the baseline (values are very small).
    Set detection method to an activity to monitor its performance score

Apply detection method to several activities using Bulk Actions.

New Favorites Menu

You can now save your frequently used dashboards under Favorites and quickly get it by one click.

  • To keep dashboards under Favorites, bookmark them in the Main Menu or when saving.

    Two ways to save dashboards under Favorites
  • Easily access your dashboards from the Favorites menu.

  • Decide where to save dashboards and how to open them, from the Main Menu or from Favorites.

  • To remove a dashboard from Favorites, click on the icon next to the dashboard name.
Two ways to remove dashboards from the Favorites menu

Product Tours and Videos

The Product Tour panel has now a new look and feel. It allows adding more tours per category (tab), supplies an easy way to navigate to the relevant tour, and makes it easy to distinguish between tours and video clips.

  • Browse between tabs to select the tour and explore Aternity's value.

  • Watch videos from the Riverbed YouTube channel about Aternity and the value it brings directly from Aternity.

  • Hover over the thumbnail to see the tour description or to start playing video.

Select Product Tour or Video Clip to watch

Dashboard Library

The Aternity dashboard Library presents a vast variety of new categories and dashboards accessible from the Main Menu.

There are endless ways you can use the shared dashboards to check almost anything you want to investigate. The library share data on the following things and more:
  • What device models you need to replace due to their bad performance

  • Who in the organization uses a forbidden software

  • A weekly performance pattern of applications

  • What user activities use the most of network resources

  • and so on

Browse between dashboards in the library and select the one that you need

Aternity provides an extensive and ever-growing library with dashboards which cover multiple categories and use cases.

  • Use dashboards from the library to monitor and measure performance of your organization to make smarter data-driven decisions.

  • Recent additions to the library include: Licensed Component Inventory, Troubleshoot Application Crashes, BSOD causes, Application Baseline Overview and more.

  • Suggest your own dashboards to the library.

  • Subscribe to a library category to get instant access to new dashboards in that category or sort by “Last modified” to see new dashboards.

User Interface Enhancements - Save Dashboard

  • Dashboards can now be saved into any of the existing categories in the Main Menu.

  • A new look for the Main Menu introduces multiple dashboard categories.

    • First in the list you see the default out of the box (OOTB) Aternity dashboards.

    • Under Aternity dashboards, you find Categories, which include My Private Dashboards, Shared Dashboards, and other categories to which you saved your customized dashboards.

    • Under My Private Dashboards, see the dashboards you saved for yourself, which cannot be shared with other people and reside separately from the dashboards created by others.

    • Under Shared Dashboards, see only those dashboards that were not saved to a specific category (mostly old dashboards, since in the new release you save dashboards to a category).
    • It is possible to save a customized dashboard under any category, including the default out of the box (OOTB) Aternity dashboards. In this case, it appears under the line in the bottom of the default Aternity dashboards list. (See Troubleshoot > My Team Devices in the above screen.)
    • If you save a dashboard under a new category, this category immediately appears under Categories. (See Categories > Productivity in the above screen.)
  • A new Save Dashboard menu replaces the previous one and allows you to select in what category to save and with whom to share your dashboards.

    • You can share it with a certain person only or with groups of people if the groups are defined in Active Directory.

    • You can now schedule to send regular email updates of your customized dashboard from the same Save Dashboard window.

    • To save, share and subscribe, you first view a dashboard, customize it, then share with people and subscribe someone to regular email updates, and finally you save it.
      Save, Share, and Subscribe Dashboard

Enhancements for Dashboards

Benefit from an improved dashboards performance and use new dashboards, such as Analyze Software Changes and Troubleshoot Device Events.

  • Analyze Software Changes (Advanced) Dashboard
    • Aternity has a new dashboard to analyze the changes done to the installed software across the organization.

      Use Analyze Software Changes (Advanced) to check and analyze the installed software related changes on each Windows physical monitored device, along with its version and deployment date.

      For example, when several employees have a similar complaint of performance degradation, you can see if all of them modified the same software approximately at the same time. You can also get a list of uninstalled security updates across different devices.

      Analyze the changes made to installed software
  • Device Events Dashboard (Beta)

    The Device Events dashboard offers a detailed overview of all events occurred on the selected device, including health events, Boots, Service Desk Alerts (SDA), software changes, executed remediation actions, and more. Each row in the Trends section represents a certain event, you can see all types of health events for this device on one row, all Boot events on another row, and so on. With the Device Events dashboard, you can find correlations between the problems with a device and their reasons, such as between health events and software changes. For example, you can investigate problems with the device that could be due to operating system update.

    Currently, the Device Events dashboard is only supported for Windows devices.

    View all events occurred on this device
  • As part of company's ongoing efforts to improve the overall system performance and usability, Aternity significantly improved the dashboard performance during the past few months.

Analyze Installed Software New Dashboard and Change API

Analyze Installed Software (Advanced) dashboard allows you to check the current software installed on each Windows monitored device, along with its version and deployment date.

  • Use the Installed Software Analyze dashboard or REST API to analyze the current status of software deployment across your entire organization. The dashboard will assist you to answer questions, such as “who still has an old Office version” or “when was version X installed in my organization.

    Installed Software (Advanced) dashboard
  • Use the INSTALLED_SOFTWARE_CHANGE_LOG API to monitor and analyze the history of installed software changes across the organization.

Use Multi-widget in Advanced Analyze Dashboards

Advanced Analyze dashboards allow you to create and save your own custom dashboards. Starting this release, the Advanced Analyze dashboards allow you to design and create multiple sections (a.k.a. widgets) inside the same dashboard, leading to more robust and useful dashboards. Instead of having many custom dashboards with a single section each, you can now create a single dashboard with all sections you need. This allows more information to be provided within one dashboard displaying much more holistic view, as well as much stronger analytics by cross filtering between the sheets.

For more information on how to open multiple dashboard sheets in Tableau, see the Tableau tutorial.

  • Create and save your own custom dashboards.

  • Design and create multiple sections inside the same dashboard.

  • Benefit from more robust and valuable dashboards.

Additional Enhancements

  • Agent for Mac 3.3 (Beta) is now released and supports MacOS Catalina 10.15. Learn more in release notes.

  • Citrix XenApp and XenDesktop 7.18 and 7.19 are now certified.

  • Added support for new attributes, including Battery Capacity Health, BIOS, SCCM.

  • Added support to display the metrics of enterprise applications (usage time, hang time, wait time, activity score, and response time) as locations on the map dashboard.

  • New advanced dashboard for analyzing boot processes (Boot (Advanced)). Learn more.

  • New advanced dashboard for analyzing boot components (Boot Components (Advanced)). Learn more.

  • New REST API for Boot components (MACHINE_BOOT_COMPONENTS).

  • Integration Settings screen has undergone design changes and has a new look and feel. It is now split into separate tabs.

  • Troubleshoot Remote Display dashboard provides longer retention times and a histogram of a weighted average latency of activity response times in different locations. You can access data in this dashboard (retention) going back up to 30 days.

  • This version adds a new REST API that enables you to see the baseline and detection threshold values for the selected activities (BUSINESS_ACTIVITIES_BASELINES).

  • Timeframe support in the web link that directs you to the Troubleshoot Device or User Experience dashboard.

  • The default session timeout has been changed to 30 minutes, while keeping 3.5 hours in advanced dashboards.

  • New look and feel of the Page Load Activities screen.

  • Analyze Custom Data (Advanced) dashboard can now present an aggregated data as hourly or daily sums.

  • Analyze Remediation (Advanced) dashboard provides new dimensions for analysis.

  • Add your organization logo when sending remediation requests.

  • You can run remediation actions using REST API while connected from ticketing systems or for mass healing.

  • New REST API (REMEDIATION_ACTIONS_RUN_RAW) provides the list of all executed remediation actions and their statuses.

  • You can view Aternity Agent processes in the Process Resources (Advanced) dashboard and with REST API.

  • Explore many new tours and videos in the Product Tours panel.

  • New look and feel allows intuitive and easy access to the enterprise dashboards, such as Enterprise Summary, Device Health, Boot, and others.

  • Agent 3.2 for Mac is now available.

  • Explore new dashboards in the library with solutions for your key use cases.

  • New screen for configuring Service Desk Alerts available: Alerts screen.

  • Skype for Business Calls dashboard displays calls and streams, where one call can consist of one or more streams

  • In Advanced dashboards, the Timeframe drop-down menu is now at the top right corner of the screen and serves all multiple widgets in the dashboard. Use it to change the start time of the data displayed for each widget in advanced dashboards if necessary.

    If you previously defined the timeframe filter manually by dragging the Timeframe measure to the Columns and Rows bar, delete it to prevent duplications (right-click on the filter and select Remove).

  • Licenses are now automatically updated in the system every 24 hours. You can see all your deployment licenses in the License Provisioning screen.

    As account administrator you can now update licenses by yourself without waiting for Aternity SaaS Administrator.

  • There are new attributes like SLA, Last Reboot Time, and Last Boot Duration in the advanced dashboards.

  • A new version of Aternity Android Mobile SDK supports Android 9. It allows an enhanced monitoring with the API and investigating a mobile's slow WiFi connection.

  • A new version of Aternity iOS Mobile SDK supports iOS 12. It allows an enhanced monitoring with the API and investigating a mobile's slow WiFi connection.

  • While establishing a connection to ServiceNow, you can verify if the login credentials you entered were correct and whether the connection can be established. To perform verification, select Verify after entering credentials.

  • Stability index is now enabled for virtual desktops (VDIs), so you can monitor the stability of VDIs, and not only physical desktops.

  • You can now investigate a mobile slow WiFi connection to Xirrus WiFi access points.

  • In the Troubleshoot Incidents > Incident Details dashboard, in the Breakdown section, you can now chose a new attribute to display - Data-Center Location.

    • This release introduces two new direct links that allow you to embed a web link to jump from your system to Troubleshoot Device dashboard and/or User Experience dashboard.

      • You can easily embed a web link from your system to Aternity and get directly to the User Experience dashboard of a specific user.

      • You can easily embed a web link from your system to Aternity and get directly to the Troubleshoot Device Dashboard of a specific device.

    • For example, when handling a support ticket, you need to use the Troubleshoot Device dashboard. Instead of opening the Aternity and navigating to the Troubleshoot Device details, you can create a reference link to Aternity and get theTroubleshoot Device dashboard of a specific device just by one click.

      To embed links from an external system into Aternity, you need the latest SaaS version. You can access the Troubleshoot Device or User Experience dashboards by entering the following links in the URL address line, respectively:

      To troubleshoot a device, use the external URL of the form {system base url}/api/ui-link/account/{account id}/device/name/{device name}/troubleshoot. To create your direct link, enter to the given form the parameters explained in the below table.

      For example,

      To troubleshoot user experience, use the external URL of the form {system based url}/api/ui-link/account/{account id}/user/{user name}/experience. To create your direct link, enter to the given form the parameters explained in the below table.

      For example,

      Enter the below parameters to create your direct link.

      Parameter Description
      System Base URL

      Add your Aternity URL.

      Account ID

      Enter the account ID for your Aternity. You can find this in the URL when you access Aternity, where the last few characters are ?BACCT=21, where the value (in this example 21) is your account ID.

      Device Name/User Name

      Enter the device or the user name to whom you want to connect.