There is no automation available to efficiently manage and resolve device issues for large groups of devices at once.

Enables remediation actions to be applied to large groups of devices in a single step, reducing manual intervention.

User Personas

IT Admins (Level 3 & 4)

• Tasked with grouping devices and executing remediation actions.
• Create and monitor remediation actions.
• Create scripts

Role-based Access Control (RBAC)

• Creating scripts, viewing data
• Executing remediation actions.

Settings Page

Remediation Scripts Settings:

• This page allows IT admins to create, edit, and manage remediation scripts.
• The page features a table layout that lists all created scripts.
• The Options: Create New Scripts: Adding new scripts to handle various device issues.
• Edit/Run/Enable/Disable/Delete Scripts: Each script has these options to allow quick changes based on the needs of the admin.

Complexity:

The interface is designed for ease of use but offers depth in functionality, allowing fine-grained control over the remediation actions.

For example, admins can disable a script until further notice or update an existing one to fix a new issue that has emerged.

There are Out-Of-The-Box Aternity Default Scrips have the lock icon.

• The KPI metrics include: the number of scripts in the library, actions successfully applied to devices, and rejected devices. Administrators can drill down to view the relevant dashboard.
• The bulk action includes options such as Delete, Disable/Enable, Run, and Export.
• The lock icon represents the out-of-the-box remediation scripts provided by Aternity.
• A “Requires User Confirmation” column displays “Yes” or “No,” indicating whether the user will see the remediation popup.
• To help users stay focused on the task, we decided to separate the actions by placing “Run on Single Device” and “Run on Multiple Devices” in different modal popups.

UX Solution for the “Run” Action in the Remediation Table

The old version of “Run” action opens a modal where users must choose between “Run on Single Device” or “Run on Multiple Devices,” which then opens another modal based on the selection, creating a confusing and redundant workflow. To help users stay focused on the task, we decided to separate the actions by placing “Run on Single Device” and “Run on Multiple Devices” in different modal popups.

When selecting “Run,” a clear dropdown menu appears, offering two options:

• Run on single device
• Run on multiple devices

When the user starts typing in the “device name” in the field, an auto-complete dropdown will appear, showing a list of devices that match the entered letters. The second field automatically creates a ticket in ServiceNow when typing a description, or the Admin can manually enter an existing ticket number.

Integration with ServiceNow

• Automatically creates a ticket in ServiceNow when a remediation script is run.
• Tracks each remediation action for accountability.
• Eliminates the need for manual ticket creation.

Cross-Platform Custom Groups feature

IT admins can create by using operators and apply remediation scripts to multiple devices in one action.

Challenges & Solution – Improving the User Experience of the Remediation Action Modal

Across Aternity, all editing/creating actions are handled within popup modals to maintain consistency. However, the modal for editing/creating remediation actions has several issues, such as validation errors you need to fix before reaching the next tab is frustrating, the need to navigate through multiple tabs before reaching the last one, and the preview alert popup overlapping the modal, creating a cluttered appearance.

I decided to place all the tabs directly on the page instead of within a modal. This approach helps users stay focused on their task, is more user-friendly, and enhances the appearance of the preview popup.

The first step of the “Add Action” modal displays the actions setting with uploading script field. The “Download” button will become enabled only after a script has been successfully uploaded.

The third step of the “Add Action” modal displays the user confirmation message. If the action does not require user confirmation, the admin can turn off the switch, which automatically disables the corresponding fields.

The Solution – One Page

Other Configurations

Branding Settings: IT admins can customize the platform by uploading their company logos and selecting brand colors, ensuring the software fits seamlessly within their company’s branding guidelines.

Cooling Options: A critical configuration: when a device is closed, the script will automatically halt to prevent issues. This cooling option protects both the user experience and the integrity of the remediation process. Complex Configuration Layer: Admins can configure how these scripts behave based on different conditions, providing flexibility across various device setups.

The cooling period is defined on the backend, with a minimum duration of 1 hour and a maximum of 24 hours.

This is the first old version of the dialog, which was developed with several technical limitations. Developers faced constraints, such as the dropdown for reminder time, an empty top area, and a lack of color customization options. Based on feedback from customers and my own suggestions, we recommended adding branding elements to enhance the visual appeal and user experience.

Cross -Platform engine

Admins can execute remediation scripts from multiple screens in Aternity, such as “Agents”, “Alerts”, “User Experience” etc. In addition to the three-dot menu, remediation actions are available through other options, providing flexibility in how and where scripts are applied.

Check list of IT admin Level One screen with remediation actions.

User Management

Managing User Roles and Permissions:

The system supports multiple user roles (e.g., IT admins, support staff), each with different levels of access to the platform’s features.

Role-based Access Control (RBAC): Define what actions each user role can perform—whether it’s creating scripts, viewing data, or executing remediation actions.

User Activity Logs:

Admins can track user activity to see who made changes to scripts or initiated actions, ensuring accountability within the platform.

The support staff role can run scripts but cannot create them. The action buttons and relevant menu items are hidden for this user.

The confirmation modal dialog features a yellow top border to draw attention to the action, indicating that it cannot be undone. The color scheme for the modal alerts was based on my suggestion, showed in Aternity Design System. For error alerts, I recommended a red border to signify urgency and attention. Confirmation alerts are highlighted with a green border, indicating success and reassurance. Regular modal alerts are styled with a branded blue to maintain consistency with the overall design and brand identity.

Remediation Script Library Introduction

Aternity offers a handful of remediation use cases without the need to develop the scripts by yourselves.

• Provides IT admins with a collection of pre-configured scripts.
• IT admins can add their own scripts and Import new ones.
• IT admins can download scripts for various device issues.
• Simplifies the process of finding and applying the right scripts.

Aternity provides the Remediation repository to find the shared scripts. The scripts in this repository are signed, tested, and ready for use. The repository contains scripts for both Windows and Mac devices. The interface includes an auto-complete search field, a categories dropdown, and sorting options. The “Add Script” button opens a modal with the following fields: Upload Script, Name, Select Category, and a Description text area.

Competitive Analysis

When comparing Riverbed Aternity and Nexthink in terms of remediation actions in a competitive analysis, several factors should be considered to evaluate their effectiveness and suitability for different organizational needs:

Remediation Automation:

Aternity: Offers automated remediation workflows that can help in resolving performance issues detected through its monitoring capabilities. It integrates with IT service management (ITSM) tools to automate ticket creation and resolution.

Nexthink: Excels in real-time remediation by providing actionable insights that enable IT teams to address issues promptly. It uses automation to fix common problems automatically or to guide IT support teams through resolution steps.

Takeaways from the Remediation Actions Project

Effective Collaboration
Working closely with cross-functional teams, including developers and product managers, is essential for delivering impactful solutions.

Deeper Understanding of IT Administrator Needs
Gained valuable insights into the specific requirements and challenges faced by IT administrators in managing devices.

Increased Knowledge of Device Problem Types
Expanded understanding of various device issues and how they affect system performance.

Optimizing Automated Processes
Gained experience in designing and refining automatic process flows for efficient issue resolution.

Impact of Simple Remediation Actions
Learned how simple remediation actions can significantly improve the overall device performance and efficiency across an organization.

Strategic Placement Actions Button
Identified key locations within the Aternity platform for the placement of remediation action “Fix” buttons to enhance user experience and IT customer satisfaction.