Efficient Troubleshooting with Glean Agents

In this document, we will guide you through a streamlined process of using Glean Agents for effective troubleshooting during on-call situations. With Glean Agents, you can quickly debug issues by leveraging automated searches and expert recommendations, saving you valuable time and effort.

Step 1

Imagine receiving a notification in the middle of the night. With Glean Agents at your disposal, you're equipped to promptly address the problem. The agent is ready to assist in identifying and solving issues efficiently.

Step 2

Begin by inputting your issue into the system. While the agent runs its analysis, it searches across various applications to check if the issue has been documented previously.

Step 3

The agent doesn't limit its search to Jira and Zendesk tickets. It also scans through Slack to identify any past conversations regarding the issue. This search is completed in seconds, far quicker than manually performing each search. The agent will then provide a response.

Step 4

Define the agent's role as a helper for on-call software engineers, offering assistance with debugging tasks. Provide the agent with guidelines on addressing the issue, such as describing the context and highlighting action items. Now, observe the agent's response.

Step 5

The agent presents the relevant context to comprehend the situation, including the impact and affected systems. It supplies a list of action items to try, along with a summary of similar past issues in a concise table for easy review.

Step 6

Additionally, the agent offers the contact information of three internal experts, including names and phone numbers, for escalation if needed. Before Glean, this would have been a manual task.

Step 7

With Glean Agents, you now have a resource that enables faster troubleshooting, enhancing your efficiency and effectiveness in resolving issues.