Self Help App

The Self Help app allows end users to view:

  • IT announcements

  • Detected issues on their system

  • Information about their system

  • Automations

NOTE: This is a Windows-only application.

Set Up

  1. Go to Configure > SysTrack Settings > Agent Installers.

  2. Select the Windows agent. A zip file is downloaded to the machine.

  3. Find the zip file in the Downloads folder.

  4. Right-click and select Extract All.

  5. Browse to a location to save the file and click Extract.

  6. Open the folder and double-click Setup. The Self Help app is installed on the machine.

NOTE: To configure branding, see Customize Agent Branding.

User Experience

After the Self Help app is installed on a user machine, what the user is able to see and use is dictated by the permissions set to the Role of their configuration. You can modify the default user experience to show only specific items.

Users can access the Self Help app in the following way.

  1. In the bottom right corner of the machine, click the up arrow (Show hidden icons).

  2. Click the Lakeside logo. The Self Help app opens.

NOTE: This may not be the Lakeside logo. The logo is customizable. See Customize Agent Branding.

IT Announcements

Configure IT Announcements in Prevent. For more information, see IT Announcements.

When the Windows Notification for IT Announcements checkbox is selected during configuration, the end user receives the following alert.

A red notification dot displays on the tray app icon to indicate that there is a new announcement. The red dot disappears once the user opens the app, which opens to the IT Announcements page.

NOTE: IT announcements are visible in the Self Help app until the expiration date of the announcement.

Detected Issues

Detected Issues displays a list of issues. This ranges from high (red) to low (yellow) on severity as well as if the issue is isolated or systemic in nature.

NOTE: Depending on user settings, users may have the option to resolve the issue themselves.

For more information about Detected Issues, see Detected Issues in Assist.

After a user clicks View, they will see a sensor description. If there is an automation tied to that sensor, they have the option to run the sensor. If the sensor continues to activate, there is an option to contact IT (if the ServiceNow integration is configured).

System Info

Shows basic information about the end user's machine.

NOTE: An administrator can choose whether or not the health score shows here.

Tools

Tools allows you to access any pre-authorized automations that administrators have made available to the end user.

NOTE: The Contact IT support option only appears if the ServiceNow integration is configured. See Configure the Integration to Submit a ServiceNow Incident.

Select a tool from the list and click Run.

Configure the Self Help App

You can customize the logo that displays on the Self Help App page. For more information, see Customize Agent Branding.

Engagements

Engagements (either manually triggered or sensor based) will appear to the end user in the Self Help app.

When the user clicks Begin, they will view a similar message to the following that includes the options they can click to address the cause of the message.

In this example, the first option will run an automation to clean the Teams cache and the second option will take them to an external web page with instructions. The engagement disappears after the user selects one of the options.

To set up engagements, see Configure Engagements.

Automations

Automations can be manually triggered or sensor based.

Automations with Prompt as run mode display as a pop up to the end user in the Self Help app.

Automations with Notify as run mode display as a pop up to the end user in the Self Help app.

For information about setting up automations, see Create Automations.

For information about associating automations to a sensor, see Schedule Automations .

Surveys

After an administrator creates a survey, the experience for the end user is similar to the following.

When the end user clicks Begin, they will view a survey similar to the following.

To configure surveys, see Use Survey Builder.

Alerts

The system(s) to which you send the alert will receive a similar message to the following on their desktop.

To configure alerts, see Tools.