Optional self-healing integration
The Self-Healing Integration is an optional feature that enhances the ticket creation process in the USU Self-Service Portal by automatically collecting and attaching diagnostic information from the user's local system or by executing predefined actions on it. This functionality is designed to support faster and more accurate issue resolution by providing support teams with relevant technical context.
Note
This integration is optional and must be explicitly enabled based on customer requirements. Additionally, the self-healing browser extension and self-healing host must be installed on every local system where the feature is intended to be used.
Preconditions:
To enable and use the self-healing functionality, the following components must be installed and active:
USU Self-Healing Browser Plugin
USU Self-Healing Host
Both components are developed and maintained separately by the Knowledge Management team.
The integration must be enabled by the customer, as it is not activated by default.
How it works
When the Self-Healing Integration is active and configured for a specific form:
Upon form submission, system-related information is collected from the user's local environment.
This information is automatically made available within the USU Self-Service Portal.
During ticket creation, the collected data is attached to the ticket as a file.
The file name and file type depend on the configuration defined in the form's administration settings.
The attachment is added in the background - no additional user interaction is required beyond submitting the ticket.
Key benefits are:
No manual steps are required from the user to collect or attach system data.
Ensures that support teams receive relevant technical context for faster and more accurate troubleshooting.
The process is fully transparent to the end user and does not interrupt the ticket creation flow.