Self-Heal Pivot Observations

Observation: A solution has a high number of failures compared to successes. 

Assumptions: This indicates that the solution mostly fails to resolve issues due to various reasons. For example, a solution configured to silently clear Chrome cache/cookies fails because users keep Chrome open during their entire work time or a solution configured to silently update a software version to the latest version is failing because the application is kept open by users all the time. 

Resolution/Possible Actions: In such scenarios, the solution design can be adjusted to ensure that the user receives a pop-up message after a fixed number of failed actions, requesting that they close the browser/application to resolve the underlying issue. 

For example, if a group policy update is failing because users are not restarting their machines and keeping them switched on for weeks, they can be prompted with a pop-up message (similar to campaigns) saying that “You haven’t restarted your machine in the last 10 days. Please restart today to avoid any related issues.” 

There can be numerous examples of failure reasons and ideas to tackle them. However, it is recommended to have a thorough discussion with IT help desk leads, solution teams, Anakage team, etc., to arrive at any specific conclusions.