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Best Practices for Working with Windows Intune Alerts, Monitoring, and Remote Assistance

Updated: November 1, 2013

Applies To: Windows Intune

Use the following best practices for Windows Intune Alerts and Monitoring.

You can customize alert type severity levels so that issues with a higher priority for your organization are displayed prominently on the System Overview page, and issues with a lower priority do not clutter the alert list. For more information on customizing severity levels, see Configuring Windows Intune Alert Types.

When viewing the list of alerts on the Alerts Overview page, use the filters to view just the alerts that you are interested in, for example, view only Critical alerts, or view only alerts from today. For more information, see Reviewing Windows Intune Alerts.

Be aware that changing the configuration of an alert type does not affect any active alerts of that type that are already in the system, but will only affect new alerts that meet the new configuration limits. This applies to all configuration changes, including threshold changes, disabling the alert, and changing the severity level.

Important service announcements such as an upcoming service upgrades, maintenance, or outages can be viewed quickly on the System Overview page or the Alerts workspace in the Windows Intune administrator console.

Configure the threshold settings for alert types to prioritize the alerts that appear in the Windows Intune administrator console. For example, you know that a user’s productivity is affected when Outlook is unavailable. Consequently, you can lower the threshold of the alert type that monitors Outlook so that an alert is raised whenever 1% of the computers report an issue with Outlook. For less urgent issues, such as computers running low on disk space, you may want to set the threshold of that alert type so that an alert is not raised until 20% of computers report low disk space. For more information, see Setting Windows Intune Alert Type Thresholds.

To ensure that the appropriate people are notified about alerts, you can configure alerts notification rules to have Windows Intune send email notifications about new alerts of a specified severity level, all alerts, or remote assistance alerts, to recipients that you specify. For more information, see Configure Windows Intune Alert Notification Rules.

A recipient can receive notifications in different languages by creating another recipient with the same name and email address and a different language. For more information, see Configure Windows Intune Alert Notification Rules.

Occasionally, alert notification emails can be delivered to recipients’ spam or Junk Email folders. To prevent alert notification emails from being classified as junk email, inform recipients that they should add Windows Intune (Windows.Intune@Microsoft.com) to their lists of safe or trusted senders in their email programs.

Remote Assistance via Microsoft Easy Assist is not supported on computers running Windows 8. User cannot request assistance from computers running Windows 8, nor can administrators respond to a Remote Assistance Session Request on a computer running Windows 8.

To ensure that you can accept or reject Remote Assistance requests, if you are viewing the Windows Intune administrator console with a web browser that has a pop-up blocker enabled, the pop-up blocker must be configured to allow pop-up windows from Windows Intune. If this is not done, you may be unable to accept or reject Remote Assistance requests or perform other tasks such as viewing reports in the Windows Intune administrator console.

If the administrator does not respond to a Remote Assistance within one hour, the Remote Assistance request times out. Users who still want support must start a new Remote Assistance request. To help avoid these requests from timing out, configure an Alert Notification Rule to send an email notification whenever a Remote Assistance request is submitted. For more information, see Configure Windows Intune Alert Notification Rules.

If the administrator accepts the Remote Assistance request from a user, but closes the Remote Assistance alert before the Remote Assistance via Microsoft Easy Assist session starts on the client user’s computer, the session does not start on the client computer, and the user is notified that you declined the request. This occurs even if the session is already open on your computer. To avoid declining the support request by accident, keep the Remote Assistance alert open until after you are sure that the Remote Assistance via Microsoft Easy Assist session has started on the user’s computer.

See Also

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