ControlUp Connect

Licensed Users

This feature is available only to users with a license for it.

ControlUp Connect empowers your end users and reduces IT workload with our AI chat right on their own devices, including:

• Self‑Service: End users can open the self-service chat to ask AI a question and get issues resolved quickly before turning to their IT team.

• Proactive Detection: End users can get alerted right on their desktop with our proactive IT detection service if any thresholds are breached even before they notice.

These features bring help and proactive IT detection directly to the desktop so end users can address common issues independently or escalate them with full technical context before a support ticket is even created.

Prerequisites

To enable the option on your end-users devices, those devices must have the ControlUp for Desktops agent version 2.17.8 installed.

What It Does

Connect runs on endpoints and can proactively engage users when it detects sustained performance conditions. It alerts users in a controlled way using governance settings that prevent notification fatigue. End users can also use the self-service option to open their own chats to resolve issues themselves before opening an IT ticket.

Connect offers users two guided resolution paths:

• Create a pre‑filled ServiceNow ticket

  or

• Fix with Pulse AI

Play the following video to see an example of ControlUp Connect resolving a user’s problem - “Why is my sound not working?”

Proactive Issue Detection

Connect offers high‑resolution proactive detection that evaluates endpoint health at 10‑second intervals across:

• CPU

• Memory

• Disk

• Event Logs

• File/Registry operations

This detection reveals “invisible” performance issues that users might not realize are occurring—such as background memory leaks or silent disk exhaustion.

Resolution Path Options

When Connect is opened either by an end user opening a chat or if it proactively detects an issue, users can choose to:

Create ServiceNow Ticket

This option automatically generates a ServiceNow ticket pre-populated with all relevant technical details gathered during detection. This ensures IT receives high‑quality, context-rich information that speeds investigation and resolution. Note that this requires ServiceNow integration with ControlUp.

Fix with Pulse AI

This option launches an AI‑guided investigation session. Pulse analyzes the collected system data, identifies probable root causes, and provides a clear explanation of its findings. Before taking corrective action, the AI presents its recommended remediation steps and requires the user’s approval to proceed. This maintains transparency and ensures users remain in control with:

• Autonomous investigation: AI analyzes Registry, Event Logs, File System, system performance, and process data to find the root cause.

• Human‑in‑the‑loop (HITL): AI explains the diagnosis and requests approval before executing any remediation.

Both of these options enable users to solve routine issues independently while providing IT teams accurate, actionable data when escalation is needed.

Configure Detection Thresholds

Optionally, you can configure the proactive issue detection thresholds on the Devices > Configuration > Settings >  Agent > Custom Settings page.

Warning: As best practice, we recommend not to change the default threshold settings unless required for your organization.

The following table describes the available threshold settings:

Disk Logic

Proactive issue detection calculates both the percentage‑based and fixed‑value threshold values, and selects the most restrictive trigger so that user devices with different drive sizes (e.g., 128 GB vs. 1 TB) are properly notified.

Example Configuration for Self-Service thresholds

"SelfService": {
        "CpuConfig": {
        "CpuUtilizationThresholdPercent": 85,
        "CpuSustainedDurationThresholdSecs": 300,
        "CpuCriticalSpikeThresholdPercent": 95,
        "CpuCriticalSpikeDurationSecs": 60
        },
        "MemoryConfig": {
        "MemoryUtilizationThresholdPercent": 85,
        "MemorySustainedDurationSecs": 300,
        "MemoryCriticalSpikeThresholdPercent" : 95,
        "MemoryCriticalSpikeDurationSecs" : 60
        },
        "DiskConfig": {
        "DiskUtilizationThresholdPercent": 97,
        "DiskFreeSpaceThresholdGb": 3.0,
        "DiskSustainedDurationSecs": 120,
        "MonitorOsVolumeOnly": true
        }
        }

Configure Notification Settings

Connect includes a set of notification governance controls that help you manage how and when users are alerted about detected issues. These settings ensure proactive support remains helpful rather than disruptive, and that users receive notifications only when they are meaningful and actionable.

Optionally, you can configure the notification settings on the Devices > Configuration > Settings >  Agent > Custom Settings page.

Warning: As best practice, we recommend not to change the default notification settings unless required for your organization.

The following table describes the available settings:

These settings provide the governance of Connect:

• The startup shield prevents the system from alarming users about expected high activity during boot, such as security agent initialization or application loading.

• The hourly and daily caps prevent users from being overwhelmed by too many notifications during periods of sustained system strain.

• The interaction‑based cooldown acknowledges that once a user has taken action, they don’t need repeated reminders about the same condition.

Together, these rules help maintain a clean and meaningful notification experience, not a constant stream of pop‑ups.

Example Configuration for Notification Settings

"NotificationConfig": {
        "ShowNotifications": true,
        "StartupNotificationDelaySeconds": 300,
        "MaxHourlyNotifications": 3,
        "MaxDailyNotifications": 25,
        "SameTypeNotificationCooldownMinutes": 180,
        "SameTypeNotificationCooldownAfterInteractionMinutes": 1440
        }

Data Collection Scope

Pulse performs root cause analysis using a targeted, time‑bounded set of diagnostic data collected directly from the device. It gathers enough context for accurate analysis, while respecting user privacy and excluding personal or unnecessary data.

Pulse collects the following data:

These rules ensure that Pulse collects only what is required for accurate AI-driven diagnosis and remediation approval, with clear boundaries that protect user privacy.