Integrate SysTrack with your ServiceNow environment!
With Lakeside Assist for ITSM, IT service management users can:
· View useful real-time endpoint diagnostics
· Apply automated fixes to reduce troubleshooting time
· Process incidents quickly, reliably, and consistently
· Improve customers’ digital experience
The common approach to support ticket handling is disruptive, since it involves Level 1 helpdesk technicians calling the customer and often remotely connecting to their system. With Lakeside Assist for ITSM, ticket handlers can easily access the full diagnostic information needed to identify the root cause of an issue, and resolve it quickly and efficiently without involving the customer.
Lakeside Assist for ITSM combines the rich analytics of SysTrack, Lakeside’s digital experience management platform, including real-time issue detection and automated resolution, with the familiar ServiceNow ticketing interface. The product enables users to tackle large ticket volumes, improve customer experience, and avoid inefficient back-and-forth interactions.
Lakeside Assist for ITSM connects your ServiceNow instance with Lakeside’s Digital Experience Cloud platform to provide the following data:
- Real-time issue detection: See top problems currently impacting the customer with descriptive resolution steps.
- One-click automations: You have preset scripts for resolving the detected issues quickly.
- Key endpoint diagnostics: Data on trending digital experience scores and recent software changes provide visibility into system health.
- Full historical analysis: A snapshot of system performance at the time of the incident supports deeper investigations for resolving more complex issues.
New Features
Pulse-Triggered Automations in History
Automation History in Assist for ITSM now includes new values in the “Run from” column to identify automations initiated from SysTrack Pulse. These include automations selected manually from Tools and those tied to Detected Issues in Pulse.
On agents prior to version 11.6, Pulse-triggered automations will display as run from unknown.
Consistent Snapshot Retention and Cleanup for Assist for ITSM
Starting with SysTrack 11.7, Assist for ITSM implements consistent snapshot expiration and cleanup for both Cloud and On-Premises deployments. System snapshots taken at the time of ServiceNow Incident creation are automatically deleted 30 days after the associated Incident is closed or cancelled, using per-snapshot expiration. Additionally, administrators can disable snapshot creation for Assist for ITSM so that no snapshot is taken when an incident is created. This change only applies to incidents created after snapshot creation is disabled; existing incidents and previously created snapshots are not changed.
Improvements & Enhancements
UI Terminology Updates in Detected Issues and Automation History
To improve clarity and consistency, several UI elements in the Detected Issues and Automation History tabs have been updated.
Improved Dark Mode Support for Assist for ITSM in ServiceNow
Assist for ITSM now offers enhanced compatibility with ServiceNow’s dark mode theme.
Optimized Data Storage for Detected Issues
Assist for ITSM Detected Issues has been updated to significantly reduce data storage requirements.
Migration to SysTrackAPI’s Snapshot Endpoint
Assist for ITSM has been updated to use the SysTrackAPI’s Snapshot endpoint, replacing the legacy SysTrackSnapshotAPI. Support for the SysTrackSnapshotAPI for On-prem will end with the the SysTrack 11.7 On-prem release. For Cloud customers, support will continue for approximately six months after the general availability (GA) of Assist for ITSM 4.2, to allow time for upgrades. After this period, the SysTrackSnapshotAPI will be fully retired for Cloud environments. This update ensures continued compatibility and prepares customers for the deprecation of the legacy API.
Enhanced Script Protection for Assist for ITSM
To improve security and maintain application integrity, all scripts within Assist for ITSM are now protected and un-editable. This change prevents issues caused by unauthorized or accidental modifications to core scripts.
Simplified Domain Info Table Views
To streamline the user experience and reduce unnecessary configuration, the redundant “Assist for ITSM” view has been removed from the Assist for ITSM Domain Info table. Only the default view is now installed and maintained, as it provides all required functionality.
System Checklist Now Shows Only Evaluated Sensors
The Assist for ITSM System Checklist (formerly Compliance) has been updated so that it only displays sensors that have actually been evaluated on the system being viewed.
New Read-Only Role for Incident Data Retrieval
A new read-only role, x_laso_systrack_bl.ro_user , has been introduced to improve access control in Assist for ITSM. With this update, users assigned the new ro_user role can now create incidents and retrieve necessary snapshot data, but only have read access to the Domain Info table and cannot make edits.
Note: The x_laso_systrack_bl.ro_user role is recommended for any other self-service role where incident creation is allowed but management is not required, such as users who can create their own incidents through a self-service portal or similar means.
Bug Fixes
Duplicate Sensors on Multiple Refreshes in Detected Issues
Resolved an issue where repeatedly clicking the refresh button in the Detected Issues tab of a ServiceNow incident could cause duplicate sensor entries to appear in the UI.
Compliance Historical View Now Reflects Current Checklist Sensors
Previously, when a sensor was removed from the compliance checklist, it would still appear in the historical snapshot view on the Compliance page. This could cause confusion, as sensors no longer relevant to compliance continued to display in past records.
Improved Diagnostics Loading Message Display
Resolved an issue where the loading message “SysTrack Diagnostics is retrieving data on <FQDN> for user <user>.” appeared across all tabs when loading an incident in ServiceNow. With this fix, each tab now displays its own correct loading message, ensuring users see accurate and relevant status information while data is being retrieved.
A SysTrack server, either on-premises or hosted on SysTrack Cloud Edition, is required. The SysTrack version must be 11.7 or higher. For on-prem servers, a ServiceNow MID server must be installed to facilitate communication.