When a user reports a problem with their own computer, DaemonLayer checks that device through your RMM, picks a fix from the scripts you allowed, and asks the user to confirm it worked.
Coverage
Device Troubleshooting is for problems local to the user's own device. Ticket Triage only offers it when it can actually help: the user's device was found, at least one script is allowed, and the problem is on the device, not with accounts, licences, Microsoft 365 or the network.
No reader installed, or files open with the wrong app. An install or a reset of file associations fixes it.
The software audit shows what's installed, so a missing application is a fact, not a guess.
A service the user depends on has stopped. An approved start-service script brings it back, without a remote session.
Diagnostics confirm it, and an approved cleanup script handles it, if you've allowed one.
How It Works
DaemonLayer looks up the devices linked to the reporter. If they have several and the ticket doesn't name one, it asks the user which computer they mean.
It searches the device's installed software (for "pdf", "acrobat", "reader"), may run up to two read-only diagnostic scripts you allowed, and checks how similar past tickets were resolved.
The AI only chooses from the scripts you set to Remediation, guided by the "When should the agent use it?" text you wrote. If nothing fits, the ticket goes to your service desk.
The approval card shows the device, script, parameters, diagnosis, rationale and confidence. After approval the script runs on that one device.
The user gets a single message, for example "We completed a reset of the default app for PDF files on your computer. Please try again and reply." DaemonLayer never claims something is done before the RMM reports it.
When the user replies that it works, the ticket is resolved. One attempt per ticket: if there's a second problem, it goes to a technician.
When DaemonLayer looks up devices for a ticket it returns the reporter's own devices, or nothing. It never lists or acts on a client's whole device fleet because a user asked, and servers are never linked to users automatically.
Automatic Device Matching
Devices sync from your RMM every hour. DaemonLayer links them to users from exact-match signals: login history (everyone seen on the device, not just the last user) and a hostname written in the ticket. With Microsoft 365 connected for the client it adds on-prem username translation, Entra device owner and 30 days of sign-in activity.
Admin and built-in accounts never link a device to anyone. Technicians can review links on the client's Devices tab and set an override, which always wins and never expires.
Related
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