Troubleshooting Workflows

The ET Ducky Diagnostic Method

  1. Identify: What system? What problem? When?
  2. Prepare: Enable relevant ETW providers via Remote Configuration
  3. Capture: Start a Live Session (ETW starts automatically)
  4. Reproduce: Trigger the issue while ETW is collecting
  5. Query: Ask AI specific, targeted questions
  6. Analyze: Review root cause and recommendations
  7. Remediate: Apply fixes via Shell tab or manually
  8. Verify: Confirm resolution
  9. Monitor: Set up alert rules to detect recurrence

Common Scenarios

Application Not Starting

Live Session → Attempt to start app → Ask “Why did [app] fail to start?” → AI analyzes Process, File I/O, Registry events.

Performance Degradation

Check health metrics → Live Session → “What is causing high CPU?” → Use Shell tab to terminate problematic processes.

Service Start Failures

Live Session → Start service → “Why did [service] fail to start?” → AI analyzes dependencies and errors.

Multi-System Issues

Multi-Agent Session → Select all affected agents → “Trace this request through all tiers” → Run Correlation.

Guided Troubleshooting (Automated)

For ticket-driven or described-issue workflows, use the Guided Troubleshooting tab instead of opening a live session manually. ETW collection starts and stops automatically with the session.

  1. Start from the Agents page — Click an agent to open its details modal, then click Run Troubleshooting. The live session opens to the Guided Troubleshooting tab.
    Or start from the Tickets page — Click Start live session next to any ticket. The session opens directly to Guided Troubleshooting with that ticket already selected.
  2. Optionally select a ticket from the dropdown. When a ticket is selected, a preview panel shows the title, status, assignee, and full description. You can also create a new native ET Ducky ticket using Open support ticket, or leave “No ticket” and describe the issue in the text area.
  3. Click Analyze & Suggest Actions. The AI proposes one diagnostic action at a time; approve (optionally editing the command), skip, or stop at each step. Nothing runs on the agent until you approve it.
  4. When the job completes, review the summary. If the run was linked to a ticket (integration or native ET Ducky), the result panel shows a ticket selector (pre-set to the linked ticket) and a status dropdown. Select a new status if appropriate, then click Apply to ticket to push the summary as a note and update the status in one action.

A configured Jira or ServiceNow integration is required only for selecting and pushing to integration tickets. Native ET Ducky tickets and “Describe issue” work without any ticketing integration.