Wednesday, September 28, 2016

System Tray Application Icon - Greatest thing since sliced bread!!


There are many features that can be deployed to your customer's devices by simply getting Advanced Monitoring Agent installed to start with.

There are now options such as antivirus, remote access, unobtrusive (background) management, web filtering and browsing protection, silent patch management, and even individual offsite backup.  All of which are simple to deploy, easy to monitor, and great ways to help you take care of your customers computer & network health.

But in my opinion, the feature that provides you with the most value is the System Tray Application icon. Of course, since it is your business, you may configure it any way you like but here are just a few examples of what you can accomplish with this feature.

So here's an example list of items in my tray menu.



Note that in between each item are TWO separators to make it look neater on the customer's desktop.  So don't be confused by the Menu Option numbers below.  This looks like this -

The menu options:

  1. Emergency IT Support Call - Emergency Support Phone # (Possibly a Service Desk Voice Phone # to promote another tool we offer (Locked out of their computer or Internet or Email isn’t working!!)
  2. #CLIENT# - #SITE# - #DEVICE# - #CURRENT_USER# - Set up Text that automatically pulls the client/site/device/current logged user information
    Great for when someone uses #1 and they are able to give their information to a technician for easy retrieval to quickly pinpoint their device
    Shows just some of the variables that are available to add to the menu options.  Please look at the Support Center User Manual (Help File) for all of them!
  3. Submit Help Request via a Web form
    -    If user registration is required, this will ensure trouble tickets are being requested by someone who is willing to pay.
    -    This cuts down on charity work or confusion
    -    Also, can keep sensitive data there designed only for registered users to access.
    -    FAQs and even specific to the client knowledge base articles
  4. Open a Helpdesk ticket via Email - Allows system tray application to automatically pull information about client/site/device/current logged user information and add it to the ticket using the Email variables. 
  5. Send the Helpdesk a Screenshot of your issue - Same as #4 but will allow for all screens to be attached to an email, as a screenshot, for review.
    Possibly a pop up window that will not go away would be the need for this scenario
  6. Save Screenshot - Could be involved in a site visit; to have "proof" of the problem when the person helping arrives.
  7. Avatar’s Helpdesk - Same as #3 except it is made for one particular client (Can be branded and also can require users to register to access the help request form.)
  8. ABORT AUTOMATIC REBOOT - Great location to post a command that can be executed by the end user (Maybe this is all a part of the story we want to communicate) Maybe run a program that is used in problem solving that the output can easily be retrieved to communicate back to the technician.
    Customized URL created once a customer's End User Portal has been re-branded in ServiceDesk
    Maybe we've written about this before?  Check out this article for more information:  OH NO! A REBOOT! ... Never fear - SysTray's here
  9. Can our Website answer your question? - Maybe you decide to post information on your website that your customer must go there first.
  10. Exit (Removes the System tray Icon)

This is just one way you can customize your system tray ... imagine the possibilities!

10 comments:

  1. Quick Question,
    Can the System Tray Icon be made to install in "Always Show Icon and Notifications" mode?
    Thanks!

    ReplyDelete
    Replies
    1. The System Tray always shows the icon - that's what it is: an icon. It is either running or it isn't, and it starts any time a user logs on to the computer. There aren't any "notifications" though, those are "push" activities which isn't part of the feature. If you think that it isn't running, we recommend adding a Process (Script) Check for the executable.

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  2. I don't think [ i may be wrong ] this is what Melvin means. I think he means if it is possible to have the System Tray icon can be set to always be displays in the system tray. Even if the user has the system tray icons "minimized". You know where you have to click the arrow to expand all the icons.

    ReplyDelete
    Replies
    1. Ah, yes, I follow you! Thanks. I believe the verbiage is a little different between Win7, 8, &/or 10, but that's what I get for writing so quickly!

      This setting in Windows *cannot be done pro-grammatically.* If it did, could you imagine what software applications with more malicious intent could end up doing to your system tray? It's unfortunate, but it's considered a "security setting" within Windows. It must be set manually.

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  3. I had a few minutes and wanted to add item 2 - the client, machine, etc.

    Going into settings, sys tray, settings, I have 16 menu items already configured from some time ago. I notice I already had that #client# line. It is the 13th line (as a text type). 13th through 16 are not shown on the client machine and are all text options if that matters. I think I remember somewhere hearing there's a limit of lines? But it was going to be increased? Is there something that I need to do to get past the 12 line limit I am seeing?

    ReplyDelete
    Replies
    1. The limit is indicated in the help file (now found under Support Center as User Manual) and is much more than you have there at 30 items. And note that any changes made to your policies will get pulled to the desktops on schedule, but they won't see them until the program is reloaded - typically by logging off and back on. (Stopping & starting)

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    2. Could the fact that I created the list of options months or a year ago (when there was a lower limit?) be keeping the additional entries from working? I think I entered the 16, didn't see all and found out there was a limit back then. Then you increased the limit but existing lists of options weren't grandfathered?

      Just delete all the options and start from scratch?

      Other than settings-systray-settings, is there some place I have to check that might be keeping the list short? Or blocking changes from being sent out? You mention changes to your policies. I am not using policies, just the settings-systray-settings area.

      have a good weekend!

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    3. Mike: The 30-item limit was back on Agent v8.17- sorry, I don't recollect when that was released! :) Quite a while ago!! :) But I would think as long as your devices are running newer agents, the limit won't be a problem.

      Pardon my use of the word "POLICY" - we're moving that way with all the features to have separate Settings dialogues and Policy dialogues, but SysTray isn't there yet. So the "policies" are configured in the Settings view. eep.

      You could simply DISABLE on a single Device (Edit Workstation: System Tray & change from "Use Policy (ON)" - there's that word again! - to OFF and it will remove it. Wait a couple check cycles, verify the SYSTRAY folder no longer exists under the local agent, then re-enable it. *Remember what I said above about stopping/starting or logging off/on to reload.

      Also note, this is a blog site :) not official support. So reach out to your rep in sales to talk to one of our engineers about configuration help & training, or contact Tech Support if you think the product is misbehaving.

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  4. Todd, you said:

    This setting in Windows *cannot be done pro-grammatically.* If it did, could you imagine what software applications with more malicious intent could end up doing to your system tray? It's unfortunate, but it's considered a "security setting" within Windows. It must be set manually.

    What about this page:

    http://www.fixitscripts.com/problems/show-system-tray-always-in-notification-area

    ReplyDelete
    Replies
    1. I tested it and all it does is "launch" the Systray.EXE program. It does not change the setting under Taskbar and Navigation options. (As the script doesn't test whether it's already running, it will launch a 2nd (or 3rd or 4th etc) instance of the icon.

      This is a good Automated Task to run Event-based & attached to the 24x7 Script check "Running Process" for Systray.EXE. :)

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