Remediation plans: fix tickets in a few clicks
Every ticket a person sends in arrives with a step-by-step plan your engineer runs one click at a time, through the tools you already connected.
On this page · 11 sections
When a person sends in a ticket, Current reads it, works out what is going on and lays out a plan to fix it: the checks to run, the actions to take in your connected tools, and anything a person still has to do by hand. Your engineer runs each step with one click and sees the result from the tool itself, so a password lockout or a stuck print queue is handled from the ticket without opening five consoles.
Nothing runs on its own. Current proposes the plan, and every action waits for a person to press it.
What a plan shows
- One line that names the situation in plain words, for example "Sign-in trouble for Dana Ruiz", with how sure Current is and the evidence it used: the words in the ticket and the facts your tools reported.
- The steps in order. Each row says what it does, which tool does it, what it acts on (a computer, a person or a switch port), how risky it is (Low, Medium or High) and how to undo it.
- One control per step: Run, a Check, a "Do this in <tool>" link, or Tick when done.
- At the foot: Run all low-risk steps, Edit plan, Not this time, and the time the plan has saved so far.
Which tickets get a plan
In this first release, a plan is made only for tickets a person sent in: by email, through your portal, in a Teams chat, or as a phone call your team logged, from one of the customer's contacts. A ticket a monitoring tool raised on its own, such as an RMM alert, a backup failure notice or a security detection, does not get a plan yet, and neither does a ticket created through the API.
A plan still appears when none of your tools can act for that customer. It then holds checks, links and steps for a person, so your engineer has the same checklist either way.
The kinds of step
| Step | What you see | What happens |
|---|---|---|
| Action | Run | Current sends the one action to the tool, then reads the tool back to confirm it worked. |
| Check | Check | Current reads a fact from a tool, such as whether the person's account is locked, and shows the answer. |
| Link | Do this in <tool> | Opens the tool's own page for something Current does not do, such as a temporary password or a mailbox permission. |
| Person step | Tick when done | Something only a person can do, such as calling the customer back. Tick it when it is done. |
| Verify | Check it worked | Follows an action whose tool cannot report the result. You confirm it worked and tick it. |
Run a step
- 1Press RunThe row shows its progress while the tool works.
- 2Read the resultThe row says what the tool reported, for example that Dana Ruiz is now signed out everywhere. A step counts as done only once the tool confirms it.
- 3Go to the next stepThe next step's Run becomes the main button, so you can work down the plan.
Run all low-risk steps
Run all low-risk steps presses every remaining Low step that your customer will not notice, such as a check or clearing temporary files, one after another. It stops at the first one that fails. Medium and High steps, and anything your customer would see, still wait for their own press.
High-risk steps ask you to type the name
A High step, such as blocking someone's sign-in or taking a computer off the network, opens a short confirmation first. Type the exact name of the computer or person it acts on, and pick a reason:
- Requested by the customer
- Security incident
- Fixing this ticket
- Other, with a short note
The name you typed and the reason are recorded in the ticket's Activity and in your workspace's audit log. The note stays in Current and is never sent to the tool.
Change the plan or set it aside
Edit plan lets you remove a step, change its order or add one from the actions your tools offer. Every choice is picked from a list, never typed, so a step can only ever do what its action says. Not this time sets the plan aside and asks for a reason, which helps Current propose better plans for similar tickets.
Which tools can act from a plan
| Tool | What a plan can do | What a tenant admin sets up |
|---|---|---|
| Microsoft 365 (your customers' organizations) | Sign out everywhere, require a new password at next sign-in, block sign-in, allow sign-in again, reset sign-in methods, assign a license, add to a group, read sign-in state | A Microsoft admin at each customer approves Current's app for their organization once. Until they do, that customer's Microsoft 365 steps show as links. |
| Datto RMM | Run the components you bound, such as restarting a service or clearing temporary files, and restart a computer | The write setup on the Datto RMM card, and each component bound in Settings › Service desk › Actions. |
| NinjaOne | Restart an approved service, clean temporary files, flush DNS and renew the IP address, clear print jobs, collect diagnostics, scan for threats, and restart the computer with NinjaOne's own restart | Create Current's scripts in your NinjaOne library and bind them in Settings › Service desk › Actions › NinjaOne. Add an API Services client with the Management scope, or use the connected client if it already has it. |
| N-able N-central | The same scripts as NinjaOne, and a restart through a script | Add each of Current's scripts to your Script/Software Repository with Enable API switched on, then enter its Repository ID in Settings › Service desk › Actions › N-central. Create a separate API user for Current's actions and paste its token. |
| ConnectWise RMM | Nothing yet: its steps show as "Do this in ConnectWise RMM" links | Nothing. |
| SentinelOne | Disconnect from the network, reconnect, run a full scan, and quarantine, kill or remediate a threat | A token from a SentinelOne user allowed to take those actions, or tick Use the connected key for actions when the connected token already has them. |
| Huntress | Isolate a host, release it, and approve an incident's remediations | A separate user API key from a Huntress user allowed to isolate and approve. The account key you connected can only read. |
| Duo | Unlock a user, and remove a phone so the person enrols again | Give the Admin API application Grant resource - Write, then tick Use the connected key for actions. |
| Veeam | Retry a failed or warning backup job | A separate write key. The connected key stays read-only. |
| Cisco Meraki | Cycle one switch port and reboot a device | Tick Use the connected key for actions, or add a separate key. |
| AutoElevate | Approve one admin rights request | The write setup on the AutoElevate card. |
| Acronis | Run a backup now and dismiss an alert | A client created by an administrator with full access. |
| MSP360, Domotz, Avanan, Kaseya MDR and SuperOps | The actions each one already offers on tickets: run a backup, power cycle an outlet or device, quarantine or restore an email, block sign-in and sign out everywhere, approve or reject an automatic response, run a bound script, resolve an alert | The tool's own actions switch, which stays exactly where it was. Both that switch and the tool's writes switch in Settings › Service desk › Actions must be on. |
Datto EDR, Cove, Axcient, UniFi and Auvik do not act from a plan. What they report still shapes the plan, as checks and as links to the tool.
Turn on a tool's actions
- 1Connect the toolConnect it in Settings › Integrations as usual. Its facts start shaping plans right away.
- 2Add write accessIn Settings › Service desk › Actions, give the tool its write access from the table above.
- 3Run the setup testCurrent runs a harmless test against the tool and shows what it answered.
- 4Turn its writes onOnce the test has passed, a tenant admin turns the tool's writes on. Its Run buttons appear on plans from then on.
Until a tool's writes are on, its steps say "Connect <tool> to run this from Current". A tenant admin's link goes to the setup; everyone else gets the tool's own page.
What Current never does
- Run anything without a person pressing it.
- Show, create or store a password, a temporary access pass or a bypass code. Password help is "Require a new password at next sign-in" and "Sign out everywhere"; for a temporary password the plan links to the tool's own page.
- Change mailbox permissions such as Full Access or Send As. Those are a "Do this in Exchange admin" link.
- Create Duo bypass codes.
- Write or edit a script. It runs only scripts and components your team created in its own tool and bound in Current.
- Act on a computer, person or account outside the ticket's own customer.
Undo
Every step says how to undo it before you press it. Most actions have a matching step: Block sign-in is undone by Allow sign-in again, Disconnect from the network by Reconnect, and Isolate host by Release host. Some cannot be taken back, such as a restart, a killed threat or a session that was signed out, and their undo line says so.