Playbooks

Use Playbooks in Omnissa Workspace ONE Experience Management to troubleshoot with Investigations in Omnissa Intelligence. Create playbooks to help solve recurring issues at the single device, multiple device, and app level. With playbooks, you can immediately toggle between charts that identify issues at the single resource level and charts that visualize the issue across the entire organization. Improve playbooks with the various feedback mechanisms like star ratings, audit logs, notes and comments, and time to resolution reporting.

Creating a Playbook

To begin with playbooks, select Import Playbooks and select a playbook from a list of templates. You can also create your own playbooks. Create playbooks with various troubleshooting and remediation steps including the following list.

• Use widgets to check device resource consumption.
• Use reports to check for conflicting app versions on devices.
• Add an embedded video with helpful troubleshooting tips.
• Add a link to the status page of an app or service to see if the app or service is currently down.
• Use a quickflow to update a managed device's OS, and then send the device an email about the update.

Procedure

1. In Intelligence, go to Workspace > Experience Management > Playbooks.
   
2. Select Create Playbook and select the type.
   • You can select Single Device.
   • Other options include Multiple Device, Desktop Application, and Mobile Application.
3. Enter a name for the playbook so that users can identify it in the playbook list.
   • You can enter Troubleshoot desktop app hangs or Identify system crash causes on multiple devices.
4. Enter a description about the issue the playbook troubleshoots.
   • You can enter Use this playbook to find devices with old drivers and then update the drivers. or Use this playbook to find corrupted versions of installed, managed apps and then email device users to get the latest update.
5. Enter steps to help with troubleshooting issues. Some examples of steps you can add include the following suggestions.
   1. You can enter a link to an internal video that has tips on troubleshooting devices.
      1. Select the Video menu option.
      2. Enter a link to the video with the text you want to display for that link.
         • Playbooks can embed and display videos directly in the troubleshooting process.
         • Users do not have to leave the playbook to access videos.
   2. Create or select a widget that identifies system crashes.
      1. Enter the title information. For example, enter Check for device and system crashes.
      2. Enter a description. For example, enter Use this widget to check the device for crashes and compare that to the entire organization.
      3. Select Widget and create a custom widget or use the Explore Templates menu option and select a predefined widget.
         
         1. As an example, let's create a step with two substeps. The first substep creates a custom widget to check for system crashes. The second substep displays a similar report.
            1. Select the data source Employee Experience > Devices.
            2. For the Measure menu option, select Event ID.
            3. Add the filter Event Name Includes System Crash.
               
            4. Select to have the Datasource display Devices included in investigation.
         2. Add a substep by selecting the Report menu option.
            1. Enter the title information. For example, enter Check the system crash report.
            2. Enter descriptive information. For example, enter Check this report and compare crashes for the single device to the fleet.
            3. Select the data source Employee Experience > Devices.
            4. Add the filter Event Name Includes System Crash.
            5. Select to have the Datasource display All organization Devices.
   3. Add a link to the status of a service to see if it is currently down.
      1. Select the Web Link menu option.
      2. Enter the title information. For example, enter Check if ACME is down.
      3. Enter descriptive information. For example, enter Check the ACME service status page using the link to see if it is running or if it is down.
      4. Enter the URL.
      5. Enter text that identifies the link to the user.
      6. Enter descriptive information about the service status page. For example, enter The ACME service status page lists all the services and their locations and reports which services are running and which ones are experiencing downtime.
6. Select to Publish the playbook or save it as a draft if the playbook isn't ready for publication.

After you publish the playbook, it is available to everyone for use in investigations.

Troubleshooting with Playbooks

Use an existing playbook to troubleshoot an event.

When you create an investigation and select the playbook to help you troubleshoot, the system filters the components of the playbook (widgets, reports, quickflows, and so forth ) by the targets you are investigating.

1. Find the device or app with an issue using various avenues so you can create an investigation.
   • Find devices.
     • Example: A colleague entered a support ticket about the issue. This example identifies a specific device.
       1. In Intelligence, click the cursor in the search text box at the top of the UI.
       2. Select the Devices tab.
       3. Type the name of the device and select it from the displayed list.
       4. Select Create Investigation within that device record.
     • Example: Find the device using Experience Management. This example identifies a device with a poor experience score.
       1. In Intelligence, go to Workspace > Experience Management > Experience Score.
       2. Scroll down to the device list and filter the Count of Poor Score column so the arrow points down.
       3. Select the first device in the list.
       4. Select Create Investigation.
     • Example: Find the app using Experience Management. This example searches for a Desktop App with a poor experience score, and you can search for Mobile Apps using the same method.
       1. In Intelligence, go to Workspace > Experience Management > Experience Score.
       2. Select the Physical tab and then select Desktop Apps.
       3. In the All Desktop Apps list, select the Poor tag to filter the app list.
       4. Select the + Investigation menu option and then select the apps you want to target.
          
2. Title the investigation so that you can identify it in the investigation list or so you can search for it.
   • You can title the investigation Troubleshoot OS Crash XYZ Device.
   • You can add a description to help remind you and other users why you opened the investigation.
3. If you know the playbook you want to use, use the search textbox to find it.
   • You can search for Crash.
4. Select the playbook from the list to help troubleshoot the event and select Create Investigation.
   
   The system opens the Investigation View for the newly created object.
5. Select the target (the devices) you want to troubleshoot.
   • This target is identified in the investigation at the top of the UI.
   • You can check the target's UEM Device GUID using the target link.
6. Go through the steps in the playbook.
   • You can use the Devices included in investigation and the All organization Devices radial buttons to reformat the investigation chart to display just the device containing the event or the entire device fleet.
     • This feature is helpful to discover if an issue is isolated to a device or app, or if this issues is happening across your entire fleet.
     • In this screenshot, a device is experiencing 94 system crashes on 03-FEB-2025.
       
     • In this screenshot, the entire fleet is experiencing 11.33K system crashes on 03-FEB-2025.
       
     • The crash issue is not isolated to a device but is happening across the device fleet.
   • You can add comments when you find a step helpful or confusing.
     • For example, if you find an exception code, you can add that code as a comment for others to see.
     • The comments act as notes to help you and your colleagues solve issues faster.
     • The comments help the playbook author improve the playbook.
7. After the issue is resolved, select Close Investigation and complete the feedback mechanism.
   • You can agree or disagree that the playbook was helpful.
   • Use the star system to rank the helpfulness of the playbook.
   • Select which steps were helpful.
   • Enter suggestions to improve the playbook.

Editing a Playbook

Edit a playbook using feedback and publish an updated playbook version.

1. In Intelligence, go to Workspace > Experience Management > Playbooks.
2. Find the playbook from the list and select it.
3. View data collected from the feedback mechanism. You can see how many incidents were resolved using the playbook, view the Feedback left by users, or check the Usefulness Rating for a step. If you see a comment that can improve the playbook or notice that a certain step is useful to users, make an improvement using the Edit Playbook button.
   
4. Edit the applicable step and add helpful steps to improve troubleshooting.
5. Select Preview to ensure the step displays as desired and then close the preview using the X.
6. Publish the updated playbook or save it as a draft if you aren't ready to publish.

Analyzing a Playbook for improvement

Check your playbooks to see what you can improve for a better user experience and faster times to resolution.

1. In Intelligence, go to Workspace > Experience Management > Playbooks.
2. Find playbooks that need improving by looking at the Avg. Time to Resolution column and sorting the column with the longest times at the top (arrow pointing down).
   
3. Select the playbook from the playbooks list that has the longest time to resolution.
   • You want to identify improvements that could reduce the time to resolution.
4. Read the feedback left by users, and implement suggestions that improve the playbook.
5. Look for indicators of poor user experience and uselessness. Some examples include the following suggestions.
   • Are there low or no star reviews in the Feedback list?
   • In the Step list, are there steps that have low or no Usefulness Rating?
   • In the Step list, are there steps that have long Avg. Time on Step?
6. Select a step that has a long Avg. Time on Step and see what you can improve.
   • Is the step necessary?
   • If the step is necessary, has any process changed since the playbook was published that you can update?
   • Is there a quick video that covers the step to which you can point users?
   • Is the step out of order?
   • Does the step need more explanation or a different playbook component?
7. Look at versions of the playbook by selecting prior versions in the Version selector and see if ratings are getting better or worse.
   • If ratings are getting worse, bring forward the steps that succeeded in prior versions.
8. Edit the playbook to make your improvements.
9. Publish the updated playbook or save it as a draft if you aren't ready to publish.