Workflow: System Volume Disk Space Alert for Workstation (in progress)

Workflow: System Volume Disk Space Alert for Workstation (in progress)

Ticket generated from Datto RMM. (Policy for Win devices is "Windows: Workstation". Monitor is "Disk Usage Monitor." SYSTEM_VOLUME drive has passed 90.0 % Used for 15 mins." Policy for Mac Devices is "Operating System: Mac OS". Monitor is a component called "Disk Space Monitor [WIN][MAC][LIN]".

NOTE: As of January 2025, there is a secondary disk space monitor specifically for Macbook Airs (which have small-capacity disks). This monitor has a drive space threshold of 95% rather than 90%. These devices are excluded from the primary monitor.)

RMM sets issue/sub-issue to "workstation - disk space low" and queue to "Deferred."

Disk space alert in Datto triggers Datto Size to run. (Result is put in device UDF field 2.) 

If condition lasts for 2 days, then this WF rule is triggered: [MONITORING] NYGG-41 Datto RMM Reports Disk Space Issue on WS - notify user. 
Ticket goes to "Notifications from Devices/Services We Monitor" queue and the user who is associated with the config item (workstation) gets an email notification offering help. 

If user replies, ticket goes into the general tech todo queue under high priority. status set to F/U needed. Due date set for 2 days from now via triggering of this WF rule:
[INTERNAL] Customer Requests F/U on Disk Space - Workstation (First Customer Reply)

Technicians will receive an email with subject, "[GGIT] Customer Disk Space Issue Needs Attention."  

If the customer replies more than once, technicians will receive an email each time with subject, "[GGIT] Customer Disk Space Issue Needs Attention - Multiple Requests!"

Info
This sub-issue ("workstation - disk space low") is excluded from the workflow rules that sends follow-up reminders to the user. 


Once tech adds his/her name as primary resource, they are emailed a notification with instructions. Instructions for tech to follow if user requests assistance are in this Autotask KB article. (The technician will also see a reference to this article in the checklist.) The workflow rule that sends out this email notification is:  [TECHNICIAN] Low Disk Space - Send instructions when resource added to ticket.

If user responds to the notification with information/questions other than requesting help on this issue, the tech is expected to take appropriate action based on the user response.  

If user doesn't reply to the original user notification, then ticket auto-closes in five days via trigger of this workflow rule: [CUSTOMER] D3 - Notify Client and GGIT - Disk Space Ticket Forced Complete. No action required. 


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