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Nexthink Library

Employee Self Service

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Employee Self Service

Latest Version: 2.2.3.0
|
Updated on February 28, 2024
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Description

IT support teams are often faced with ticket escalations, reactive firefighting, and growing incident backlogs, which quickly drain IT resources, create employee frustrations and impact business wellbeing. To avoid these kinds of situations, proactive IT strategies become invaluable.

Employee self-help is a key element in enabling IT teams to be more proactive by giving employees the means to resolve IT issues themselves before they reach the service desk.

The Nexthink self-help integration for the ServiceNow Service Portal enables employees to identify and resolve IT issues without interacting with IT. The Nexthink widget on the Service Portal automatically retrieves data about the logged-in user's device and applications and returns important fixes or suggestions that will best improve their digital employee experience.

The widget can return three different types of information:

  • Warnings: Informs an employee of a current issue that requires immediate attention and how to fix it with a single click or with step-by-step guidance.
  • Suggestions: Informs an employee of a current condition that could negatively impact them in the future and how to resolve it with instant fixes, awareness articles or guidance.
  • Green lights: Informs an employee of elements in their digital landscapes that are running smoothly or have successfully been fixed.

You will dramatically reduce incoming ticket count, help employees stay in control of their digital experience and allow support teams to focus on more important matters.

Note: This pack requires the ServiceNow Incident Management Connector, which can be downloaded on the ServiceNow store

Read more about the importance of self-help

Screenshots

Versions

  • 2.2.3.0 - 28 Feb 2024 - Added new "Disk cleanup" combined Remote Action
  • 2.2.2.0 - 02 Jun 2023 - Updated score logic for last restart, MS Teams crashes and freezes
  • 2.2.1.0 - 22 Jul 2022 - Updated OS requirements
  • 2.2.0.0 - 22 Jul 2022 - Added support for local users on domain joined computers for "Invoke Proactive Password Reset" Remote Action
  • 2.1.0.0 - 23 May 2022 - Deprecating Python in favour of OSAScript for "Kerberos Password Expiration Reminder" Remote Action
  • 2.0.2.2 - 04 May 2022 - Minor updates and enhancements
  • 2.0.2.1 - 19 Apr 2022 - Fixed system drive free space inaccuracy in "Disk Cleanup" Remote Action v5.1.1.1
  • 2.0.2.0 - 21 Dec 2021 - Fixed system drive free space inaccuracy in "Disk Cleanup" Remote Action
  • 2.0.1.0 - 29 Nov 2021 - Added support of urgent campaigns for "Restart Device" Remote Action
  • 2.0.0.0 - 26 Oct 2021 - Added "Kerberos password expiration reminder" Remote Action
  • 1.6.0.0 - 25 Oct 2021 - Updated campaign urgency and version for "Invoke Proactive Password Reset" Remote Action
  • 1.5.0.0 - 22 Oct 2021 - Improved error handling on "Clear Teams cache" Remote Action
  • 1.4.0.0 - 19 Aug 2021 - Reorganized folder structure for "Reinstall Microsoft Teams Windows" Remote Action Campaigns
  • 1.3.0.0 - 19 Aug 2021 - Renamed "Reinstall Microsoft Teams" to "Reinstall Microsoft Teams Windows" Remote Action
  • 1.2.0.1 - 30 Jul 2021 - Minor bugfix and enhancements to the proactive password reset Remote Action
  • 1.2.0.0 - 17 Jun 2021 - Minor bugfix and updated the proactive password reset Remote Action to now support macOS
  • 1.1.0.2 - 02 Jun 2021 - Updating the Normalization ranges of "Microsoft Teams Stability" and "Last Restart" composite scores
  • 1.1.0.1 - 01 Jun 2021 - Updating pack descriptions panel.
  • 1.1.0.0 - 14 Apr 2021 - Updated "Disk Cleanup", "Restart Device" and "Reinstall Microsoft Teams" Remote Actions description
  • 1.0.0.1 - 11 Mar 2021 - Added hyperlink to Nexthink Service Now solution
  • 1.0.0.0 - 11 Mar 2021 - Initial release

Required Products

Nexthink Act
Nexthink Engage

Platforms

Windows 10 and newer

Compatibility

V6.20 and later

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Disk cleanup

Script Description

This Remote Action is designed to help employees to maintain healthy levels of disk space. It can be used in 2 different formats, either with the Campaign which will provide some information to the employee with the option of a light or deep clean, which the employee can select. Without the campaign, administrators can use the Remote Action to automatically clean the disk according to the input parameter options they supply (Light or Deep).

Light clean only cleans the recycle bin.

Deep clean on macOS cleans the bin and user cache folder (/Users/$USER/Library/Caches/).

Deep clean on Windows cleans the recycle bin and user temporary files.

It is possible to run a silent execution without user interaction via the Campaign, in this case, the Campaign can be skipped by providing an empty GUID as input disk_cleanup_campaign_id. When using this silent method the “cleanup_level” determines how cleanup will be processed.

Execution context and suggested scheduling

Run the script as 'interactive user'. The script should be executed manually.

A timeout of 720 seconds is recommended.

Parameters

Label Description
disk cleanup campaign id ID of the campaign to allow the user select which cleanup process will be done. Provide an empty ID to avoid executing this campaign
cleanup completed campaign id ID of the campaign to notify the user about the finish of the cleanup process. Provide an empty ID to avoid executing this campaign
remove files not modified in days Files modified less recently than this threshold will be deleted. Provide number of days
maximum delay in seconds Maximum random delay set to avoid overloading server hosting virtual machines. Provide number of seconds less than 600
cleanup level Cleanup level to support Chatbot solution. Relevant only in case empty guid is provided in disk_cleanup_campaign_id parameter. Accepted values are (Light/Deep), by default Light is applied

Outputs

Label Type Description
cleanup space Size Space freed

Further Information

A Campaign is triggered to perform a Light (Recycle bin) or a Deep (Recycle Bin and Caches folder) clean.

cleanup_space output is based on the difference between the size of the profile before and after the cleaning process.

-macOS-

In order to execute this Remote Action, nxtcod must have full disk permission granted in Security & Privacy > Privacy > Full Disk Access. The configuration steps are documented here.

-Windows-

All files inside user temporary folder (%TEMP%) whose last write time is older than 'remove_files_not_modified_in_days' input parameter, will be removed if deep cleanup option is selected in the campaign. Parameter 'maximum_delay_in_seconds' can be used to add random script execution delay. It should be used in virtualized environments to spread over time number of I/O requests on server hosting virtual machines.

The space freed is calculated by using the 'Free' property of the command Get-PSDrive before and after the execution.

It may be unaccurate or even report 0 in certain situations due to the fact that external applications or services could be occupying the free space by downloading, creating or unzipping files. In those cases, the remaining space after the Remote Action execution could be lower than the total space freed by it.

Test Scenarios

LightWithoutCampaigns
Test Case Both campaigns IDs are an empty GUID.
Cleanup Level is 'Light'.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin are deleted silently.
LightWithCampaigns
Test Case Both campaigns IDs are the default value.
The end user select Light cleanup on the first campaign.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin are deleted.
All campaign are called.
LightWithoutFirstCampaign
Test Case First campaign GUID is empty.
Second campaign GUID has default value.
Cleanup Level is 'Light'.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin are deleted.
Only the second campaign is called.
DeepWithoutCampaigns
Test Case Both campaigns IDs are an empty GUID.
Cleanup Level is 'Deep'.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin and the temp folder are deleted silently.
DeepWithCampaigns
Test Case Both campaigns IDs are the default value.
The end user select Deep cleanup on the first campaign.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin and the temp folder are deleted.
All campaigns are called.
DeepWithoutFirstCampaign
Test Case First campaign GUID is empty.
Second campaign GUID has default value.
Cleanup Level is 'Deep'.
remove_files_not_modified_in_days is 0.
Environment Windows 10 x86/x64 - Windows 7 x86/x64
Results Success - All files in the recycle bin and the temp folder are deleted.
Only the second campaign is called.
DeepCleanupWithCampaign
Test Case User answer is Deep cleanup.
Environment VM macOS 10.14, 10.15, 11, 12
Results Success - Trash Bin and Caches are deleted.
LightCleanupWithCampaign
Test Case User answer is Light cleanup.
Environment VM macOS 10.14, 10.15, 11, 12
Results Success - Trash Bin is deleted.
DeepCleanupWithInput
Test Case Campaign is empty and input is Deep.
Environment VM macOS 10.14, 10.15, 11, 12
Results Success - Trash Bin and Caches are deleted.
LightCleanupWithInput
Test Case Campaign is empty and input is Light.
Environment VM macOS 10.14, 10.15, 11, 12
Results Success - Trash Bin is deleted.

Clear Microsoft Teams Cache

Script Description

Please note that this Remote Action is only supported on the Teams version 'Microsoft Teams Classic'.

Closes Microsoft Teams if it is open and deletes the cache files. Can be used for troubleshooting purposes on devices facing issues with Microsoft Teams.

Execution context and suggested scheduling

Run the script as 'interactive user'. The script should be executed manually.

A timeout of 120 seconds is recommended.

Parameters

Label Description
Campaign Id ID of the campaign to notify user that Microsoft Teams must be closed for the cache cleaning. Provide an empty value to avoid executing this campaign
Operation Completed Campaign Id ID of the campaign to notify the user about the finish of the Microsoft Teams cache cleaning. Provide an empty value to avoid executing this campaign

Outputs

None.

Test Scenarios

NoLocationIsPresent
Test Case Microsoft Teams locations are not present on the device
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Failure - Message about no location has been found
UserRejectedToCloseTeams
Test Case User answered "Close later" in the campaign
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Failure - Is was impossible to close Microsoft Teams so the cleaning cannot be performed
CleaningPerformedWhenUsingCampaigns
Test Case Teams is opened and the user answered "Close now" in the campaign
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Teams is closed automatically and the cache is cleaned
CleaningPerformedWhenTeamsOpenedAndNoCampaigns
Test Case Teams is opened and no campaigns are configured
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Teams is closed automatically without any notice and the cache is cleaned. No campaign is shown
NoTeamsInstallIsPresent
Test Case Microsoft Teams is not installed on the device
Environment OSX Mojave 10.14.6 EN
Results Failure - Message Microsoft Teams is not installed
UserRejectedToCloseTeams
Test Case User answered "Close later" in the campaign
Environment OSX Mojave 10.14.6 EN
Results Failure - Is was impossible to close Microsoft Teams so the cleaning cannot be performed
CleaningPerformedWhenUsingCampaigns
Test Case Teams is opened and the user answered "Close now" in the campaign
Environment OSX Mojave 10.14.6 EN
Results Success - Teams is closed automatically and the cache is cleaned
CleaningPerformedWhenTeamsOpenedAndNoCampaigns
Test Case Teams is opened and no campaigns are configured
Environment OSX Mojave 10.14.6 EN
Results Success - Teams is closed automatically without any notice and the cache is cleaned

Reinstall Microsoft Teams Windows

Script Description

Please note that this Remote Action is only supported on the Teams version 'Microsoft Teams Classic'.

Reinstalls Microsoft Teams to avoid version disparity, broken installed versions or simply because you want the new features offered in new versions.Warning: This Remote Action simultaneously downloads and installs the latest version of Microsoft Teams on all targeted devices. Please ensure that the available network capacity is appropriate for the number of targeted devices.

Execution context and suggested scheduling

Run the script as 'interactive user'. The script should be executed manually.

A timeout of 900 seconds is recommended.

Parameters

Label Description
Campaign Id ID of the campaign to notify user that Microsoft Teams must be closed for the reinstallation
Operation Completed Campaign Id ID of the campaign to notify the user about the finish of the Microsoft Teams reinstallation process
Maximum Delay In Seconds Maximum random delay set to avoid overloading the network. Provide number of seconds less than 600

Outputs

None.

Further Information

This Remote Action ensures secure HTTPS connections through TLS by leveraging ::CheckCertificateRevocationList while using System.Net.WebClient .NET Framework Class, which by default allows connections to sites with their certificate revoked.

Test Scenarios

TeamsIsNotInstalled
Test Case No version of Microsoft Teams is installed.
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Last version of Teams is installed silently.
TeamsIsInstalledSilently
Test Case Microsoft Teams is installed and not running.
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Last version of Teams is installed silently.
AllCampaignsAreCalled
Test Case Microsoft Teams is installed and running.
First campaign GUID has the default value.
Second campaign GUID has the default value.
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Last version of Teams is installed and all campaigns are called correctly.
OnlyFirstCampaignIsCalled
Test Case Microsoft Teams is installed and running.
First campaign GUID has the default value.
Second campaign GUID is empty.
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Last version of Teams is installed and the first campaign is called correctly.
OnlySecondCampaignIsCalled
Test Case Microsoft Teams is installed and running.
First campaign GUID is empty.
Second campaign GUID has the default value.
Environment VM Windows 7 x64 (Multi-language) - VM Windows 10 x86/x64 (Multi-language) (1803/1809/1903)
Results Success - Last version of Teams is installed and the second campaign is called correctly.

Kerberos password expiration reminder

Script Description

Checks password expiration date and if it is within the time frame provided by the input parameter, runs a campaign to warn the user (providing a link to reset the password).This script is compatible with devices running Kerberos user management.

Execution context and suggested scheduling

Run the script as 'interactive user'. The script should be executed every 1 day.

A timeout of 120 seconds is recommended.

Parameters

Label Description
Campaign Id ID of the campaign to notify the user that the password is about to expire. This input can be set to empty (-) to avoid notifying the user
Days Until Expiration Number of days left for the password to expire. If expiration date is inside this time frame, the campaign is triggered

Outputs

Label Type Description
Days Until Expiration Int DaysUntilExpiration

Test Scenarios

DeviceIsUsingKerberos
Test Case The target device is using Kerberos and password is about to expire
Environment VM macOS 10.16
Results Success - The user was notified that the password is about to expire
DeviceIsNotUsingKerberos
Test Case The target device is not using Kerberos
Environment VM macOS 10.16
Results Success - The IT admin was informed that the user is not joined to any Kerberos domain/realm

Invoke Proactive Password Reset

Script Description

Checks password expiration date and if it is within the time frame provided by the input parameter, runs a campaign to warn the user (providing link to reset the password).

Execution context and suggested scheduling

Run the script as 'interactive user'. The script should be executed manually.

A timeout of 720 seconds is recommended.

Parameters

Label Description
Campaign Id ID of the campaign to notify the user that the password is about to expire and to provide the URL to reset it
Days Until Expiration Number of days left for the password to expire. If expiration date is inside this time frame, the campaign is run
Maximum Delay In Seconds Maximum random delay set to avoid domain controller overload. Provide number of seconds less than 600
Password Expiration Policy In Days Number of days for the password to expire since it is set

Outputs

Label Type Description
Days Until Expiration Int Number of days left until password expiry
Password Never Expires Bool Returns if the user password never expires

Test Scenarios

PasswordIsValid
Test Case Account password is within time range
Environment Windows 7 x86/x64 multiple languages, Windows 10 x64 (1809, 1903)
Results Password verified, no action taken and outputs updated.
PasswordExpiresSoon
Test Case Account password is about to expire
Environment Windows 7 x86/x64 multiple languages, Windows 10 x64 (1809, 1903)
Results Campaign is displayed and outputs updated.
PasswordIsExpired
Test Case Account password is expired
Environment Windows 7 x86/x64 multiple languages, Windows 10 x64 (1809, 1903)
Results Notification sent via execution status and no action taken for the user.
PasswordAboutToExpire
Test Case User password is about to expire
Environment macOS 10.14 EN
Results Success - The user receives a campaign asking to renew their password because it is about to expire
PasswordNotExpiring
Test Case User password age is recent
Environment macOS 10.14 EN
Results Success - No campaign sent to the user because the password is not expiring before the expected number of days