Development of automated collection method of initial diagnostic information for the technical support service of organization network users

Authors

DOI:

https://doi.org/10.15587/2706-5448.2025.328856

Keywords:

automation, support, networks, diagnostics, API, Celery, Zammad, FastAPI, incident management

Abstract

The object of the study is the process of collecting initial diagnostic information by the technical support service (Service Desk/Help Desk) in organizations where IT infrastructure is a key element of business processes.

One of the most problematic areas is the manual and inefficient collection of accurate diagnostic data from users who often lack sufficient technical knowledge. This leads to significant delays at the primary diagnostics stage, increases overall system downtime, and directly impacts employee productivity, especially when network infrastructure problems arise.

In the course of the study, an approach is proposed that involves optimizing and automating the collection of primary network diagnostic information directly from the user's side. This method includes automatically checking the physical connection, obtaining correct network settings (IP address, DNS, etc.), and verifying resource accessibility over the network.

The expected result is a significant increase in the speed and quality of the technical support service's work. This is due to the fact that the proposed automated method minimizes the need for lengthy user questioning and sequential manual checks of settings. It has a number of features, in particular, a focus on automating data collection specifically from the network infrastructure, which is the foundation for the vast majority of IT services.

This approach allows to automate the collection of diagnostic data in an infrastructure built using equipment from different vendors and does not depend on the specific software implementation of network services, monitoring and logging services. Compared to similar known traditional methods, this approach provides such advantages as reduced downtime, a lower risk of significant financial losses for the company, and an increase in overall user satisfaction with the quality of IT services.

Author Biographies

Bohdan Hinko, Taras Shevchenko National University of Kyiv

Department of Computer Engineering

Oleksandr Boretskyi, Taras Shevchenko National University of Kyiv

PhD, Assistant

Department of Computer Engineering

Vitalii Marianovskyi, Taras Shevchenko National University of Kyiv

PhD, Assistant

Department of Computer Engineering

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Development of automated collection method of initial diagnostic information for the technical support service of organization network users

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Published

2025-08-29

How to Cite

Hinko, B., Boretskyi, O., & Marianovskyi, V. (2025). Development of automated collection method of initial diagnostic information for the technical support service of organization network users. Technology Audit and Production Reserves, 4(2(84), 29–36. https://doi.org/10.15587/2706-5448.2025.328856

Issue

Vol. 4 No. 2(84) (2025): Information and control systems

Section

Information Technologies

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Copyright (c) 2025 Bohdan Hinko, Oleksandr Boretskyi, Vitalii Marianovskyi

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