Should Alerts be used for resolving an end-user device/application issue?

[Vandana Desai]

While end-user device monitoring can create events and alerts based on certain triggers, should alerts be used for identifying and resolving an end-user device specific issue (which does not impact any other users/devices)? Why or why not?

[PavanBV]

Hi @Vandana Desai  - you can make use of "Quick Response" UI action to remediate/fix the issues for the Alert that's generated. Remedial actions may include actions like creating an ticket, launching a remedial workflow, Run some scripts etc.

The advantage of using the remedial actions is we ensure that any defined process for operations management is aligned. For Ex: If we use "Create Incident" remedial action, we would abide by the Incident Management process, would also ensure proper reporting, any change management process(if needed).

[Vandana Desai]

Thanks for the response @PavanBV! Is it usually a norm or acceptable to use alerts to remediate issues which are specific to an end-user device?
E.g. An end-user might be experiencing low disk space which is applicable only to this end-user's device. Based on the alert generated (from a monitoring source like DEX) for this issue on the device, the end-user can be automatically engaged to get their permission to trigger a remedial action to remove temp files/cache etc. 
Please note that no other users may be impacted by this issue at that point. 

[Pratiksha]

If it's a business use case then yes you can do it. In cases when clients use agent based discovery tool in those cases you will get alerts and can be converted to incidents.