Remote Monitoring & Management Help

Introduction

This guide covers all aspects of the monitoring system from installing the Monitoring Agent on the supported computer Operating Systems, through enabling features and Dashboard management.

Dashboard

The web-based Dashboard acts as a single pane of glass providing an overview of the monitored devices, networks and services. From the Dashboard the staff user can download the Monitoring Agent for installation on the target devices, enable features, configure alerting, setup and view Reports etc.

Dashboard Layout

We use a hierarchical structure of Clients (Departments), Sites then Devices. The Dashboard contains three main panels:

  • The east navigation pane lists the Clients (Departments) and Sites
  • The north panel contains the monitored Servers, Workstations, Mixed (Servers and Workstations), Mobile Devices (Mobile Device Management), Services (App Control) and Networks (Network Discovery)
  • The south panel returns detailed information based on the north panel selection.

The Dashboard incorporates a Navigator bar so you can quickly switch between our supported product suite (this uses the Single Sign-On service for automatic authentication) as well as access support and LOGICcards information.

With Dashboard 6.46.2 we introduced the Filter Manager and Mixed tab. The Filter Manager allows you to configure and apply your own custom Dashboard views. For example, create a custom view that only shows those servers and workstations with Managed Antivirus and Web Protection installed.

In addition to the Dashboard menu, the Left Side Navigation Bar allows you to quickly and easily navigate between Dashboard sections and features.

At-a-Glance Dashboard

Graphical Dashboard accessed from the left navigation panel offers an overview of your Clients’ monitored workstations, servers, and integrated applications.

Dashboard Users

Staff Users

The Agent Key contained in the registration email is used to access the Dashboard and rather than have all employees login with the same credentials, individual staff users are added and subsequently managed via Settings, Users, User Accounts with their level of access defined through the default System Roles or the creation of custom Roles and Permissions

For confidentiality, and to focus their effort, the Staff User's Monitoring and Management Dashboard view can be restricted to specific Clients or Departments through the use of Client Groups.

The use of individual logins not only improves security but also increases accountability as all substantive actions performed by the staff users are logged in the User Audit Report with the action, date, time and username recorded.

We strongly recommend creating a separate Dashboard login for each user of the system, particularly as we roll out user level security enhancements. For example, Take Control and Remote Background Management (Windows) connections require the user to access the system using a Two-Factor Authentication enabled account.

Client or Department Users

Client or department level users may be granted access to their own portion of the Dashboard with a Client login. Setup Multiple Client users in Settings, Users, User Accounts with the option to assign either the default Client or a custom role, then allocated a Client Group (containing just their own Client) or simply add a single Client login - automatically assigned the Client (Classic) role - in the Edit Client, Dashboard Access dialog.

Single Sign-On

Through the Single Sign-On service users only require one login to access our supported product suite. Once signed in to the service, you can use the Navigator bar to easily switch between applications with the credentials automatically authenticated.

Dashboard Security

The Dashboard supports various security options: enable Two-Factor Authentication, require verification for logins from new IP addresses, only allow access from specific IP addresses, set the Dashboard Session Timeout and Disable or Enable Agent Key user Dashboard access

Custom Dashboard URL

With "Custom Domains", you have the ability to access the Dashboard via your own custom URL, in keeping with your company branding. The new feature will automatically apply and maintain an SSL certificate for your custom domain, so that access is secure and you won't encounter any browser certificate warnings.

Alerts

From the Dashboard the user can not only configure the failures that generate an Alert, but also enter the recipient, choose the format (email and / or SMS) setup Alert handling outside of office hours as well as change the Alert Mail Templates. The user may also suppress Alerting, for example to allow for the replacement of hardware or software installations, through Maintenance Windows.

Reports

The Dashboard contains a range of Reporting options, from the emailed Client or Department facing Reports (including Executive Summary Report, Daily, Weekly, Monthly Reports) to the Dashboard generated staff only Reports containing information on the performance of the monitored systems and features.

Wall Chart

The Wall Chart provides an at a glance overview of any server or workstation problems reported on the Dashboard using visual and audio indicators to highlight when a problem is detected.

Dashboard Apps

In addition to the Dashboard and Wall Chart, server and workstation information is available for Android and iOS via the dedicated apps available from the relevant app store.

Data Extraction API

The Data Extraction API provides a method to directly pull the data from the system with this utilized not only by MSP Manager and MAX Service Desk, but also by a number of our integration partners including password management with Passportal.

Monitoring Agent

The Monitoring Agent is available for the following computer Operating Systems and the following section

Agent Installation

Monitoring Checks

Monitoring Agent Communication URLs

Depending on the company's security policy a firewall or other web monitoring software may be deployed to filter internet connections to avoid any potential Agent communication issues, we would suggest whitelisting the URLs listed in the Agent Communication URLs section.

Monitoring Templates

Monitoring Templates are available for Windows and reduce the time taken to install the Agent as well as ensure each device matches the exact Check and threshold requirements with the option to apply a Monitoring Template when deploying the Windows Monitoring Agent either manually or through the Site Installation Package.

Monitoring Templates are not limited to Agent deployment and multiple Monitoring Templates may be stacked then used post-installation to update Checks, for example upgrade from an Asset Tracking Only installation, deploy Automated Tasks or perform a default check discovery without reinstalling the Agent at the Device, Client or Site level

Manage Checks

After installation, the Windows, Linux and Mac Agent Checks are managed (added, edited or deleted) from the Dashboard. For Windows the Checks may also be managed directly on the device itself.

On-Check Failure Automated Task

We have included the ability to run an Automated Tasks when a Check fails (Windows and Mac), for example automatically dealing with cause of the failure, and with Dashboard 6.21 we have simplified its configuration process by incorporating the option to assign an On-Check Failure Automated Task when adding or editing a Check in the Checks tab for the Dashboard. Further information on this process is available in the section: Link Check to On-Check Failure Automated Task

Dashboard and Agent Timezones

The Remote Monitoring and Management system contains two components, the web-based interface (Dashboard) and the endpoint monitoring module (Agent).

When configuring a feature or function (element) you may be prompted to select a schedule for the element to run under. How and when this takes place depends on the component the element applies to.

If setting up a Dashboard level function this is based on your Dashboard's timezone (for example Reports including the Server Client Weekly Report).

For any Agent level actions the run-time is based on the device’s local time (for example the Daily Safety Check).

Please take this into account where your Dashboard contains Clients, Sites or Devices in different timezones, to ensure features or functions do not run at an inappropriate time. One suggestion to alleviate this is to set a custom schedule at the Client, Site or Device level based on their timezone.

For your consideration, those elements that run based on the local Agent timezone include:

Features

Managed Antivirus

Managed Antivirus for Windows and Mac provides best-in-class protection against Malware and viruses with excellent performance in minimizing false positives and low system overhead to deliver robust, reliable protection with the lowest possible management effort.

Backup & Recovery

Backup & Recovery (previously known as Managed Online Backup) is a hybrid cloud backup & recovery backup solution managed that supports backup and recovery at the file, application or machine level; protecting both physical and virtual machines. In addition to the Windows-only Professional edition, we also offer Backup & Recovery Documents for Windows and Mac workstations and laptops.

Take Control

Available for Windows and Mac computers, Take Control allows secure direct connection to any Windows or Mac computer from the Dashboard without the need for VPNs or changes to firewall settings. With Take Control(SolarWinds) you can connect to Windows or Mac devices from Windows, Mac or Linux computers. In Take Control (TeamViewer) you can connect to Windows or Mac devices from Windows computers.

Web Protection

Web Protection for Windows ensures full visibility of the end-user’s online activity regardless of their location, including the websites they have visited, the website's category (Adult and Pornography, Hate and Racism, Illegal etc.) and reputation (Trustworthy, Suspicious, High risk etc.) along with the web bandwidth consumed.

NetPath

NetPath uses advanced probing to detect the network path from a source computer to a destination service.  This provides the deep visibility into critical network paths regardless of location:

on premises, off premises, or in a hybrid IT environment.  With NetPath you can quickly troubleshoot hot spots across the entire delivery chain.

Remote Background Management

Remote Background Management for Windows provides a seamless maintenance experience on the end device by allowing the Dashboard user to perform Remote Command Line, Remote Process Control and Remote Service Control actions directly on the target device without interrupting the end-user's work.

Scripting

In addition to our system scripts; custom scripts can be authored, uploaded then deployed from the Dashboard as Script Checks for Windows, Linux and Mac computers or as Automated Tasks for Windows and Mac computers.

As not everyone has experience of scripting or programming, we have introduced the Automation Manager (previously known as the Script Builder) which (through its intuitive interface) allows you to quickly and easily create and test your own custom scripts before deploying to Windows devices.

Patch Management

Patch Management for Windows is an effective and efficient solution not only for Microsoft Windows and Office applications security patches, but also non-Microsoft applications such as Adobe Reader, Adobe Flash Player, Mozilla Firefox, Mozilla Thunderbird, Java and more.

For Macs running Mac Monitoring Agent 3 or later you can utilize the Managed Patch Automated Task to deploys verified Apple OS and third-party updates for supported products (not including Mac App Store purchases).

Risk Intelligence

Risk Intelligence enables companies to quickly and easily perform ongoing risk assessments within their IT environment through PCI DSS, Data Breach and Security Scans; calculating the real-time risk of a data breach and assigning a monetary value to it. Risk Intelligence is available for both Windows (including the option to create your own Custom Scans) and Mac computers.

Windows System Tray Application

Windows System Tray Application once enabled end-users can simply click within the application to send an email - including a screenshot of their current screen(s) - take a screenshot of their current screen(s) and save this on their machine, run a local file as well as open a preset webpage, for example to log cases, upload files or initiate remote support sessions etc.

Network Discovery

Network Discovery provides complete visibility of all devices attached to the selected network, including when they were first and last seen along with the ability to Push Install the Windows Monitoring Agent directly from the Dashboard. Network Discovery was previously known as Active Discovery.

Network Device Monitoring

Through Network Device Monitoring you can run Checks against SNMP enabled devices attached to the selected network (including routers, switches, firewalls and printers) that do not support a Monitoring Agent or App.

Mobile Device Management

Mobile Operating Systems are monitored via Mobile Device Management with Apple iOS (version 5+), Google Android (4.0+) and Microsoft Windows Phone 8.1 (excludes Windows 10) currently supported.

App Control (Backbone Services)

Backbone services such as Microsoft Office 365 and Google Apps for Business are monitored and managed directly from the Dashboard through App Control.

Asset Tracking

Once installed on the device the Monitoring Agent runs a local asset scan uploading this hardware and software information to a dedicated Asset Tracking Dashboard.

Visit Feature and Functionality Settings Iconography for information on Settings dialog icons and dots.

Notes

To avoid the generation of invoices for Dashboard devices that are no longer in use, we would suggest using the Dashboard's device deletion options or manually uninstall the Agent to remove them.

Unless otherwise stated the features and functions referenced in this Help system relate to the latest Agent and Dashboard release.

Client or Department: Department may replace Client depending on the type of account the Dashboard is registered under.