Remote Monitoring & Management Help

Permissions: Client

Client level users may be added to the Dashboard in one of two ways, either from Edit Client (then Dashboard Access) of from User Accounts (accessed from Settings, Users).

Multiple Client logins can be created in the User Accounts dialog and their role assigned: Client or Custom then their Client Group allocated.

The Edit Client dialog supports one user who is automatically assigned what we have termed the Classic level of access and includes the option to enable additional Asset Tracking, Take Control, Backup Manager and Mobile Devices functionality.

The table below covers the various Dashboard Permissions in the Roles and Permissions dialog and how they apply to the different type of User Role.

IMPORTANT: to avoid the accidental exposure of customer's details to other clients, it is imperative that Client Dashboard logins are used in conjunction to Client Groups to ensure that the customer will only see their own devices and information, rather than someone else's!

To avoid inadvertently revealing customer information, we would suggest logging into the Client Dashboard with their login before distributing these credentials to the customer to check they can only view their own details.

As a Custom role based on the Client role may be configured with a selection of permissions it is included below.

Edit Client

User Accounts

Permission

Summary

Classic

Client

Custom

General

General Settings

View and edit the general account settings

Users

User Accounts

Add, edit and delete user accounts

Roles & Permissions

Add, edit and delete user roles

Client Groups

Add, edit and delete client groups

Clients

Add, edit and delete  clients

Sites

Add, edit and delete sites

Devices

Add, edit and delete devices (Add not available for Clients)

Agents

Download & Install

Download and install agents and add devices

Site Installation Package

Configure and download a site installation package

Agent Auto-update Settings

View and update the Advanced Monitoring Agent versions on servers and workstations

  To log into an Agent the user must be based on a Administrator or Superuser role.      

External Links

Settings

Edit the external links settings

Usage

Show the external links drop-down menu

Help

System Help

Show the link to the helpfile section

Support Tickets

Submit help tickets to customer support via the Help drop-down menu

Release Notes

Show link to the release notes section

Billing

Payment

Show the payment configuration option in the General Settings dialog

Report

View the price breakdown report and invoices

PSA Integration

Settings

Set up and configure a PSA integration

Usage

Create, edit and view PSA tickets and information

Asset Tracking**

View and use the Asset Tracking section

Product Keys

Display the Windows and Microsoft Office Keys in the device Summary tab

Wall Chart

View Wall Chart

Alerting

Alert Routing & Policies

Set server and workstation alert routing and alert policy settings

Email Templates

View and edit email templates

Email & SMS Alerts

Devices

Show the email and SMS alert columns for Servers and Workstations in the north pane

Checks

Show the email and SMS alert columns for checks in the South Pane

Reporting

Original

Client

Custom

System Reports

Dashboard Reports

User Audit

View the User Audit Report

Device Inventory

View the Device Inventory Report

Feature Policy Report

View the Feature Policy Report

Critical Events

View the Critical Events Report

Check Clearing

View the Check Clearing Report

Fault History

View the Fault History Report

Bandwidth and Performance History

View the Bandwidth History Report

Active Directory Users

View the Active Directory Report

Automated Tasks

View the Automated Task Report

Remote Support

View the Remote Support Report

Take Control

View the Take Control report

Patch Management Overview

View the Patch Management report

Managed Antivirus - Threat Report, Antivirus Protection Report, Quarantine Report

View the Managed Antivirus reports

Web Protection - Web Protection Overview Report, Web Protection Report Builder

View the Web Protection reports

Backup & Recovery - Backup Integrity Report, Session History Report, Restorable Selection Report

View the Backup & Recovery reports

Mobile Device Management

View the Mobile Device Management reports

Client Reports

Servers

Settings

Configure the settings and monthly content for the client server monitoring reports

Email Template

Configure the email template settings for the server monitoring reports

Monthly Content

Configure the daily, weekly and monthly reports and their email settings

Monthly Report

View and (re)send the monthly client server reports

Resend Daily

View and (re)send the daily client server reports

Resend Weekly

View and (re)send the weekly client server reports

Workstations

Settings

Configure the settings for the client workstation reports

Email Template

Configure the email template settings for the workstation monitoring reports

Resend Daily

View and (re)send the client daily workstation reports

Resend Weekly

View and (re)send the client weekly workstation reports

Notes

Settings

Configure the settings for the notes report

Email Template

Configure the email template settings for notes report

Notes Report

View the notes report

Mobile Apps

Original

Client

Custom

Mobile Apps

Access the mobile apps

Private Notes

View and add private check notes

Monitoring & Management

Original

Client

Custom

24x7 & Daily Safety Checks

Settings

Add, edit and delete checks

Predefined SNMP Checks

View, add, edit and delete predefined SNMP checks

Usage

Run and clear checks

Automated Tasks

Settings

Add, edit and delete tasks for devices and sites

Usage

Run automated tasks

View

View automated tasks on the Tasks tab

Outages

View

Show the outages tab

Details

Show the details of the outage

Monitoring Templates

Settings

Add, edit and delete monitoring templates. Set default monitoring templates for new devices

Usage

Add and replace checks on devices using the monitoring templates

Custom Scripts

View, add, edit and delete custom scripts for checks and tasks

Maintenance Mode (Maintenance Windows)

Schedule maintenance mode and turn maintenance mode on and off

Critical Events

Add, edit, delete and apply critical events settings

Notes

Usage

Add, edit and delete device notes and check notes

View

View client facing notes

Pending Actions

Clients

View and cancel pending actions across clients

Devices

View and cancel pending actions for a device

Reboot

Reboot devices

Backup Device Configuration

Download a copy of the 24x7 and Daily Safety Check configuration on a device

Features

Original

Client

Custom

Managed Security

Managed Antivirus

Settings & Policies

Add, edit and delete Managed Antivirus policies and apply to devices. Use the CART tool

Usage

Run and cancel MAV scans, quarantine and release items from quarantine, update threat definitions, detect installed products

View

View MAV scan results

Web Protection

Settings & Policies

Add, edit and delete Web Protection policies and apply to devices

Usage

Refresh Web Protection data and use the website lookup tool

View

View Web Protection browsing data

Patch Management

Settings & Policies

Add, edit and delete Patch Management policies and apply to devices

Usage

Install, approve, reprocess and ignore patches. Run the vulnerability check

View

View patches on the Patches tab

Backup & Restore

Backup & Recovery

Settings & Policies

Add, edit and delete Backup & Recovery policies and apply to devices

Usage

Download the Backup Manager, run backups, restore backups, view changed and removed files

View

View backup files on the Backup tab, view changed and removed files

Networks

Network Discovery

Settings

Enable or disable Network Discovery at the policy or device level.

Usage

Access the Networks tab, manage a network and use the Network Discovery feature.

View

Show Networks tab on the north panel

NetPath

Usage

Access the NetPath section, manage and view Network Paths

View

Show NetPath in the View menu

Mobile Devices

Mobile Device Management

Settings & Policies

Add, edit and delete mobile devices; view mobile device reports

Usage

Issue updates and commands for mobile devices under management

View

Show Mobile Devices tab on the north pane

MAX Mail, O365, Google Drive

Services (App Control)

Access the Services tab. Add, edit and delete services, and use the Services functions

Remote Access

Take Control

Settings

Configure and install Take Control and Remote Access. Customize the remote support mail templates

Usage

Use Take Control to remote on to end-point devices that have Take Control installed

View

Show Take Control column on the north pane

Remote Background Management

Settings

Enable the Remote Background Management feature for clients, sites and devices

Usage

Start and use Remote Background Management sessions on devices

View

Show RBM column on the north pane

Remote Support (Legacy tool)

Email Template

Edit the Remote Support email template

Usage

Send the Remote Support agent

Remote Desktop

System Tray

Settings

Manage the system tray settings including icon

View

Show System Tray column on the north pane

Risk Intelligence

Settings & Policies

Configure and install Risk Intelligence. Customize and apply policies

Usage

Run Risk Intelligence scans

View

View the Risk Intelligence results and reports

Filter Manager

Settings

Manage and use custom filters

Key

Allow

Deny  / Client Dashboard - option unavailable

Group option unavailable - group contains mixed permissions

Client Dashboard - option available

** Please be aware that the Asset Tracking section and all Dashboard Reports (apart from the account wide User Audit Report and Remote Support Report) are Client Group aware. And where setup, users will only see Assets and Dashboard Reports that are specific to their assigned Clients; for example when selecting All Clients from a Report drop-down, this will only return the Reports for their Client Group. In line with best practice we would suggest taking a moment to login as the Client and check the returned information to ensure the expected information is returned.