Scalefusion + JIRA for Troubleshooting Remote Working and Frontline Devices

Organizations across the globe have rapidly been adopting mobility in its operations be it frontline or otherwise. With the new push for remote working, the organizations that were on the fence about embracing mobility have to do it one way or the other. The organizations that want to thrive have to include mobility in the profile.

What this means for organizations that are starting out or have mobile technology used but within the secure networks of conventional offices, conventional methodologies for employee enablement and support are not going to work.

Remote working: The road long ahead

The remote working phenomenon is not interim. Although arising from crisis management, remote working is now going to be an essential part of any modern organization’s culture. Scalefusion MDM empowers organizations to facilitate remote working where the employees have access to everything they need to be productive while ensuring that the IT teams are not burdened with an overload of provisioning and configuration while they themselves are working remotely.

Read more: 6 Ways Scalefusion Makes Provisioning WFH Easier for IT Departments

Device Troubleshooting: A real challenge during remote work

Device troubleshooting is one of the biggest challenges for IT teams when working remotely. When the employees work outside of known network perimeters, often with slow internet connectivity, there are several instances when employees need troubleshooting for the devices. In order to ensure employee productivity and business continuity, providing rapid resolution is critical. When the employees in question are frontline, the troubleshooting is more critical since they may or may not have access to personal devices that can double up for work purposes in emergencies.

Here’s why the traditional troubleshooting process doesn’t work while remote working:

• Unlike in a conventional office setup, the IT support cannot physically administer the device issue quickly
• The troubleshooting is heavily dependent on the employees explaining the device issues on the support call
• When the device is called in for servicing at a physical service center, it has a slow turnaround time
• The time during which the device is under the troubleshooting cycle, the employee productivity is lost, unless quickly replaced by a device
• The costs involved in fetching the devices to a physical service center is high
• Provisioning a replacement device and shipping it to the employee adds to the inventory costs

Clearly, this is not the most feasible or economical solution to handle the troubleshooting queries that pour in on a day-to-day basis.

But there’s a better way. 

Scalefusion Remote Cast

Scalefusion offers extensive remote troubleshooting capabilities via Remote Cast. Scalefusion remote cast enables IT admins to remotely mirror the screens as they appear to the end-user on Android, iOS, and Windows 10 devices to get a better understanding of the issues. On select Android devices, the IT admins can also take control of the devices remotely and navigate screens. 

Several ways Scalefusion Remote Cast helps in troubleshooting remote devices:

• Remote screen mirroring on the dashboard
• Remote screen control for select Android devices
• Step-by-step troubleshooting guidelines offered to the end-user over VoIP call
• File sync to take control over the file manager on select Android devices, upload, download or delete files from the device in the troubleshooting process
• Take screenshots or screen recording of the troubleshooting session for issue resolution

Scalefusion and JIRA simply troubleshooting and support for remote working and frontline devices

After the IT team rectifies the device issues that are not resolved over the air, they have to raise a support ticket for the issue to streamline the process. In a conventional setup, the IT teams have to aggregate the device issue information and navigate to their chosen ITSM platform for creating appropriate support tickets.

Scalefusion simplifies and reinvents this latent process by offering ITSM integration right into the Scalefusion dashboard under the Remote Cast section. Organizations can send a request to integrate their chosen ITSM solutions or choose the already integrated ones- including JIRA. JIRA is a proprietary issue tracking system developed by Atlassian that is used by agile teams across the world.

Scalefusion brings the functionality of this popular tool to Scalefusion users. IT admins can leverage remote troubleshooting capabilities of Scalefusion and seamlessly create context-aware support tickets within the dashboard. With Scalefusion Remote Cast, the IT admins have access to organized device information that is critical for issue resolution and they can log a support ticket on the Scalefusion dashboard, without navigating to the JIRA integrations tool.

This saves critical IT hours spent manually logging every incident on JIRA and helps them to leverage the capabilities for JIRA for offering seamless support while working remotely. Once the support ticket is tagged to JIRA, the IT can track the status of the request and simplify troubleshooting further.

Scalefusion + JIRA is monumental in shortening the turnaround time for remotely working devices that need troubleshooting. Explore the power of Scalefusion + JIRA and see a boost in IT productivity while improving the employee experience.