{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33311,"path":"it-service-management/proactive-engagement/use-cases.md","title":"Proactive Engagement use cases","bundle":null,"doc_type":null,"release":"australia","body":"\n# Proactive Engagement use cases\n\nThis section lists some of the most common use cases in Proactive Engagement that are designed for seamless implementation and quick results. You can deploy these use cases that are tailored to some of the common challenges seen as required by your organization to meet your specific needs.\n\n\n
\n\nUse case name\n\n\n\nDescription\n\n\n\nSymptom\n\n\n\nConfiguration details\n\n\n\nResolution\n\n
\n\n`Low disk space - Disk cleanup using windows disk clean-up`\n\n\n\nThe slow performance of the system is due to insufficient disk space. It can be resolved by freeing up disk space and restoring optimal system performance through **Windows Disk Cleanup** as a remedial action.\n\n\n\n- Low performance\n- Unable to install system updates\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Device disk space is greater than the set threshold.\n- **OS**: Windows\n\n\n\nClearing unwanted files/cache using windows disk cleanup- Internet cache files\n- System error memory dump files\n- System error mini-dump files\n- Temporary files\n- Windows error reporting\n\n
\n\n`Low disk space - self-help instructions to clean up disk space`\n\n\n\nThe slow performance of the system is due to insufficient disk space. It can be resolved by freeing up disk space and restoring optimal system performance through self-help instructions to clean up disk space\n\n\n\n- Low performance\n- Unable to install system updates\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Device disk space is greater than the set threshold.\n- **OS**: Mac\n\n\n\nProvide end users with self-help instructions to clean up disk space.\n\n
\n\n`Poor battery health - Catalog request for battery replacement`\n\n\n\nThe battery performance is low due to a deteriorated battery. This issue can be resolved by raising a battery replacement request with the user consent.\n\n\n\n- Fast discharge of the device battery and poor charging rate.\n- Overheating of the device\n\n\n\n- **Configuration Type**: Flow\n- **Threshold condition**: Battery health status is poor.\n- **OS**: Mac and Windows\n\n\n\nSubmit a catalog request to replace the deteriorated battery.\n\n
\n\n`System reboot - Notification to remind system reboot`\n\n\n\nNotify the user of a required system reboot which is pending over a time period.Device not being rebooted for a long time, causing pending installations to be stalled or applications to run improperly in the background.\n\n\n\n- Slow system performance\n- incomplete software updates\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: System up-time is greater than the set threshold.\n- **OS**: Mac and Windows\n\n\n\nNotify the end user to reboot their device.\n\n
\n\n`Disconnected Zscaler - Self-help instructions to connect to Zscaler`\n\n\n\nAlert users when the VPN connection remains disconnected for an extended period.To confirm secure access to organization resources and maintain security compliance.\n\nThese instructions work for any installed/cloud VPN application.\n\n- Windows - any installed VPN solution\n- Macintosh - any installed/ cloud VPN solution\n\n\n\nInability to access any application in a secure, private network.\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Zscaler is disabled.\n- **OS**: Mac and Windows\n\n\n\nProvide end users with self-help instructions to reconnect to Zscaler.\n\n
\n\n`Zoom freeze`\n\n\n\nAlert the users when the number of application freezes is greater than the set threshold. This can be resolved by clearing the application cache and reinstalling the application.\n\n\n\nApplication freeze\n\n\n\n- **Configuration Type**: Remedial action\n- **Threshold condition**:\n- **OS**: Mac/Windows\n\n\n\nClear app cache and restart the app.\n\n
\n\n`Google chrome freeze`\n\n\n\nAlert the users when the number of application freezes is greater than the set threshold. This can be resolved by clearing the application cache and reinstalling the application.\n\n\n\nApplication freeze\n\n\n\n- **Configuration Type**: Remedial action\n- **Threshold condition**:\n- **OS**: Mac\n\n\n\nClear app cache and restart the app.\n\n
\n\n`Microsoft classic Teams freeze`\n\n\n\nAlert the users when the number of application freezes is greater than the set threshold. This can be resolved by clearing the application cache and reinstalling the application.\n\n\n\nApplication freeze\n\n\n\n- **Configuration Type**: Remedial action\n- **Threshold condition**:\n- **OS**: Mac\n\n\n\nClear app cache and restart the app.\n\n
\n\n``Microsoft Teams freeze``\n\n\n\nAlert the users when the number of application freezes is greater than the set threshold. This can be resolved by clearing the application cache and reinstalling the application.\n\n\n\nApplication freeze\n\n\n\n- **Configuration Type**: Remedial action\n- **Threshold condition**:\n- **OS**: Windows\n\n\n\nClear app cache and restart the app.\n\n
\n\n`Microsoft Outlook freeze`\n\n\n\nAlert the users when the number of application freezes is greater than the set threshold. This can be resolved by clearing the application cache and reinstalling the application.\n\n\n\nApplication freeze\n\n\n\n- **Configuration Type**: Remedial action\n- **Threshold condition**:\n- **OS**: Windows\n\n\n\nClear app cache and restart the app.\n\n
\n\n`Microsoft Teams crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Microsoft Teams crashes multiple times.\n- **OS**: Mac\n\n\n\nReinstall/ update to the latest version of Microsoft Teams via the \"execute Jamf policy\" remedial action with corresponding policy id.\n\n
\n\n`Microsoft Outlook crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Microsoft Outlook crashes multiple times.\n- **OS**: Mac\n\n\n\nReinstall/ update to the latest version of Microsoft Outlook via the \"execute Jamf policy\" remedial action with corresponding policy id.\n\n
\n\n`Zoom crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Zoom crashes multiple times.\n- **OS**: Mac\n\n\n\nReinstall/ update to the latest version of Zoom via the \"execute Jamf policy\" remedial action with corresponding policy id.\n\n
\n\n`Microsoft Teams crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Microsoft Teams crashes multiple times.\n- **OS**: Mac\n\n\n\nProvide self-help instructions to the end user to reinstall/update to the latest version of Microsoft Teams.\n\n
\n\n`Microsoft Outlook crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Microsoft Outlook crashes multiple times.\n- **OS**: Mac\n\n\n\nProvide self-help instructions to the end user to reinstall/update to the latest version of Microsoft Outlook.\n\n
\n\n`Zoom crash`\n\n\n\nAlert the users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nApplication crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Zoom crashes multiple times.\n- **OS**: Mac\n\n\n\nProvide self-help instructions to the end user to reinstall/update to the latest version of Zoom\n\n
\n\n`Poor wifi connectivity`\n\n\n\nAlert the user if the Wi-Fi signal strength remains poor for an extended period.\n\n\n\n- Poor browsing experience.\n- Frequent buffering on web or SaaS applications.\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**:\n\n - Mac - WiFi RSSI value\n - Windows - WiFi signal strength\nInternet or wifi is slow for an extended period.\n\n- **OS**: Windows/Mac\n\n\n\nAlert user to move closer to the wifi router.\n\n
\n\n`Device Crash`\n\n\n\nAlert users when the number of application crashes is greater than the set threshold. This can be resolved by reinstalling/updating the application.\n\n\n\nDevice crash\n\n\n\n- **Configuration Type**: Metric rule\n- **Threshold condition**: Device crashes multiple times.\n- **OS**: Windows/Mac\n\n\n\nProvide self-help instructions to the end user to update their OS, device drivers, and uninstall unnecessary applications as proactive measures to prevent potential device crashes in the future.\n\n
**Parent Topic:**[Proactive Engagement reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/proactive-engagement/proactive-engagement-reference.md)\n\n"}}