Ghostbusting in Real Time for Remote Offices

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Ghostbusting in Real Time for Remote Offices

IT troubleshooting has gotten a lot harder with SaaS apps, cloud and remote locations complicating things. Ghost issues pop up often: A user has a problem, but it's impossible to recreate or fix. AppNeta's performance monitoring tool finds the root cause of issues so you can fix them faster. Here's a look at how an afternoon in IT is better with AppNeta installed.

12:50pm

Get a proactive email that Office 365 performance threshold has been exceeded at the San Francisco office.

Return from lunch to find a new ticket from a user who can't access an application from the San Francisco office.

12:58pm
>Try to access the application yourself

Try to access the application yourself.

1:00pm
Log in to AppNeta Performance Manage

Log in to AppNeta Performance Manager.

1:02pm

Check application Usage for the San Francisco office. Usage data all looks normal. No errant applications or recreational apps taking up bandwidth.

1:05pm

Check synthetic application tests. Intermittent problem shows up in the tests, but it's not the application.

App Working

SSO

OneDrive - move, copy, delete

Excel

Several functions work fine, move on to next step.

1:10pm
Check synthetic network tests. See synthetic network tests. See intermittent network issue with a Comcast Router along network delivery path.

Check synthetic network tests. See synthetic network tests. See intermittent network issue with a Comcast router along network delivery path.

1:15pm

Log ticket with Comcast.

Check Office 365 status page, which only reports on the status of the infrastructure

Check Office 365 status page, which only reports on the status of the infrastructure.

1:20pm

App Working

App Status Page

Status Page OK

No recent posts online

Verified working by another office/employee

According to the Office 365 infrastructure, all looks fine.

1:25pm
1:45pm
Comcast resolves ticket; application performance back to normal

Comcast resolves ticket; application performance back to normal

Check your own infrastructure. Log in to the firewall and see the ISP is up.

Check your own infrastructure. Log in to the firewall and see the ISP is up.

1:55pm
Problem solved. Get coffee.

Problem solved. Get coffee.

App Working

App Status Page

Infrasructure

No ISP - reported issues

No indication of upgrades in Progress

Firewall in San Francisco is up and working.

2:00pm
Start work on a proposed upgrade to SD-WAN across the organization.

Start work on a proposed upgrade to SD-WAN across the organization.

Check the status page for the ISP at the San Francisco office.

Check the status page for the ISP at the San Francisco office.

2:15pm

App Working

App Status Page

Infrasructure

ISP Status Page

ISP didn't report any outage that lines up with the timing of the reported outage.

2:20pm
Check webpagetest.org.

Check webpagetest.org.

2:22pm

App Working

App Status Page

Infrasructure

ISP Status Page

webpagetest.org

Service doesn’t show any downtime.

2:25pm
Set up remote desktop to a target machine in the San Francisco office and run bandwidth test.

Set up remote desktop to a target machine in the San Francisco office and run bandwidth test.

2:30pm

App Working

App Status Page

Infrasructure

ISP Status Page

Bandwith Test

Bandwidth looks normal.

2:35pm
2:45pm
Work on career development goals with a direct report.

Work on career development goals with a direct report.

Accessing the applications seems normal.

Accessing the applications seems normal.

2:50pm

Notice snide remark in company chat app about how "tickets never get closed."

2:55pm
Meet with CIO to discuss new mobile initiative.

Meet with CIO to discuss new mobile initiative.

Get some coffee.

Get some coffee.

3:00pm

Open ServiceNow to find three more tickets on the same issue.

3:15pm
Finally start research on a proposed upgrade to SD-WAN across the organization.

Finally start research on a proposed upgrade to SD-WAN across the organization.

3:30pm
Complete upgrade to core routers.

Complete upgrade to core routers.

Head home with OPEN TICKETS.

Head home with OPEN TICKETS.

5:30pm

Head home with NO OPEN TICKETS.

The IT user on the right solved a problem quickly using AppNeta performance monitoring. AppNeta saves a lot of time for IT, plus gets help desk tickets resolved quickly. Even better, IT can prevent user issues from happening with proactive monitoring and alerting.

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