Working on the Resolution of an Incident

Goverlan allows you to work on the resolution of an incident via its remote support tools and features. While working on an incident, every action performed is recorded and a transcript of the work is automatically injected in the incident upon completion of a work session.

The automatic registration of actions executed to resolve an issue can be used to generate a knowledge base of resolution history, as well as maintain an audit of operator actions.

Starting a Work Session

The Incident Detail View is used both to manage incident information and to work on an incident via Goverlan. From the Incident Detail View, either click on Work on this case in the ribbon bar, or click on the top bar, to disclose the Incident Work Canvas:

Incident Work Session Start

The Work Canvas is the area in which you can perform resolution actions on remote computers, or users. All actions are performed within a Work Session. A work session keeps a transcript of the actions executed as well as the time elapsed while working on the incident.

To start working the incident, you must open a work session first. You do so by click on the Start Session button.

Once a work session is started, the time counter is started, and you can begin the resolution.

 

Work Canvas Controls

The Work Canvas

The work canvas is where you enter the work items that need to be changed. A work item can be a user, computer or group object from your corporate infrastructure, or any computer that needs to be managed over the public internet.

Once the work items that are relevant to the case have been added, they can be modified using Goverlan’s many features.

Multiple Goverlan operators can access the work canvas of the same incident simultaneously and collaborate on the resolution.

Adding Work Items

Several objects can be added to the Work Canvas from multiple Goverlan Reach sources.

Internal Active Directory objects such as Users, Computers or Groups.

External systems that are registered to your Reach Gateway or a current On-Demand Session.

If you need to perform actions on an object:

  1. Enter the name or the partial name of an Active Directory user, group, computer or On-Demand Code, see Starting On-Demand Sessions from the Work Canvas.
  2. Click the (+) button or press the ENTER key.
  3. Select the desired object from the search result list.
Work Canvas Search Bar
Work Canvas Search Bar for universal incident management objects

 

The Work Canvas will also suggest items to add from the case such as Users or Computers that may be attached to this issue. Simply click on the suggestion and Goverlan Reach will search Active Directory for a matching result.

Specifying a computer IP address or fully qualified DNS name will bypass the Active Directory search and directly insert the object in the work canvas.

Starting On-Demand sessions from the Work Canvas

If you need to access external endpoints over the public internet, use the right section to generate ON-DEMAND SESSION IDs link to help anyone, anywhere.

To initiate a remote assistance session:

  1. Click on Send a request and select
  2. Select Generate a client email to create an email with instructions on how to start the on-demand assistance session. Then send this email to the desired recipient.
  3. Select Copy Web-link to clipboard to copy the web address to the assistance landing page. Use this option if you wish to directly communicate this link via a chat window, or a personalized email.On Demand Session from Incident

Enable ‘Permanent Install Option’: Turn on or off this option to display or hide the option to enroll the remote computer for permanent unattended access.

  1. Upon receiving the link above, the recipient must download and start the assistance utility which will provide an Access ID. This ID must be communicated back to the Goverlan operator.
  2. Enter the Access ID in the object field and click on Connect.
  3. Once the connection established, the remote system is inserted as a computer Work Item in the Work Canvas area.

Working on Objects

Once the users, groups or computers relevant to the case are in the work canvas, they can be managed as you would in the Administration & Diagnostic feature of Goverlan Reach.

Simply double-click on a work item to expose the available actions that can be performed on the object. You an alternatively right click on the object to disclose the available options.

As you work on the canvas’ objects, Goverlan automatically registers executed actions in the session’s transcript.

To add personal comments to the transcript, click on the Add a Comment link.

Pausing a Work Session

In the event that you must postpone the resolution of an issue, you must pause the work session by clicking on the Pause Session button. Pausing a work session stops the timer and prevents work items from being worked on.

A work session must be paused (or closed) in order to be able to close the incident detail view. If you close an incident view while a work session is active, it is automatically paused.

Closing a Work Session

Upon completion of all support tasks, you must close the work session by clicking on the Close Session button.

Closing a work session results in the transfer of the session’s work transcript, including comments, into the native incident. A full summary of all actions performed during the session is inserted as a comment in the native service desk provider’s incident object.

Note: Closing a Goverlan work session doesn’t mark the incident as complete or resolved. The state change of an incident must be done separately. See Closing Incidents

Once a work session is closed, a new work session can be opened. Doing so restarts the time counter. The work items that were used in the previous session are preserved.

Updated on August 15, 2019

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