Kaseya 2

Virtual System Administrator

User Guide
Version 6.2

January 3, 2012

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

Contents
Configuration 1
Configuring the Server................................................................................................................................... 3 System Security ............................................................................................................................................. 3 Minimum System Requirements ................................................................................................................... 3 Updating or Moving the VSA ......................................................................................................................... 3 Logon and Browser Settings ......................................................................................................................... 4 Creating Organizations Automatically During Update ................................................................................... 6

Getting Started

VSA Modules ............................................................................................................................................... 11 Page Layout ................................................................................................................................................ 11 Toolbox ........................................................................................................................................................ 13 Status Monitor ............................................................................................................................................. 13 Administrator Notes ..................................................................................................................................... 14 Bookmarks ................................................................................................................................................... 15 Logoff ........................................................................................................................................................... 15 Color Scheme .............................................................................................................................................. 16 Agents.......................................................................................................................................................... 16 Check-in Icons ............................................................................................................................................. 16 Live Connect ................................................................................................................................................ 17 Data Table Column Options ........................................................................................................................ 18 Learning More ............................................................................................................................................. 19

Agent

21

Agent Overview ........................................................................................................................................... 23 Agents ............................................................................................................................................... 24 Agent Icons ....................................................................................................................................... 25 Machine ID / Machine Group Filter ................................................................................................... 26 View Definitions ...................................................................................................................... 28 Filter Aggregate Table ............................................................................................................ 30 Advanced Filtering .................................................................................................................. 30 Agent Status ................................................................................................................................................ 32 Agent Status 2 ................................................................................................................................... 32 Agent Logs .................................................................................................................................................. 34 Log History .................................................................................................................................................. 36 Event Log Settings ...................................................................................................................................... 37 Deploy Agents ............................................................................................................................................. 39 Agent Install Command Line Switches ............................................................................................. 44 Install Issues and Failures ................................................................................................................. 45 Installing Multiple Agents .................................................................................................................. 46 Installing Linux Agents ...................................................................................................................... 48 Supported Linux Functions ............................................................................................................... 49 Supported Macintosh Functions........................................................................................................ 50 Create .......................................................................................................................................................... 50 Delete .......................................................................................................................................................... 53 Rename ....................................................................................................................................................... 55 Change Group ............................................................................................................................................. 56 i

LAN Watch .................................................................................................................................................. 57 Install Agents ............................................................................................................................................... 61 View LAN ..................................................................................................................................................... 64 View AD Computers .................................................................................................................................... 64 View AD Users ............................................................................................................................................ 66 View vPro..................................................................................................................................................... 69 Copy Settings .............................................................................................................................................. 70 Import / Export ............................................................................................................................................. 71 Suspend....................................................................................................................................................... 72 Agent Menu ................................................................................................................................................. 73 Check-In Control.......................................................................................................................................... 75 Working Directory ........................................................................................................................................ 78 Edit Profile ................................................................................................................................................... 79 Portal Access ............................................................................................................................................... 81 Enabling Ticketing for Portal Access Users on Unsupported Browsers ........................................... 82 Set Credential .............................................................................................................................................. 82 Update Agent ............................................................................................................................................... 84 File Access .................................................................................................................................................. 85 Network Access ........................................................................................................................................... 87 Application Blocker ...................................................................................................................................... 89

Agent Procedures

91

Agent Procedures Overview ........................................................................................................................ 93 Schedule / Create ........................................................................................................................................ 94 Agent Procedure Editor ..................................................................................................................... 96 IF-ELSE-STEP Commands ............................................................................................................... 97 64-Bit Commands............................................................................................................................ 114 Using Variables ............................................................................................................................... 115 Variable Manager ............................................................................................................................ 117 Manage Files Stored on Server ...................................................................................................... 118 Folder Rights ................................................................................................................................... 119 Distribution ................................................................................................................................................. 120 Agent Procedure Status ............................................................................................................................ 122 Patch Deploy ............................................................................................................................................. 123 Application Deploy ..................................................................................................................................... 124 Creating Silent Installs .................................................................................................................... 125 Packager.................................................................................................................................................... 127 Get File ...................................................................................................................................................... 127 Distribute File ............................................................................................................................................. 128

Audit

131

Audit Overview .......................................................................................................................................... 133 Run Audit ................................................................................................................................................... 134 Audit Summary .......................................................................................................................................... 135 Configure Column Sets ............................................................................................................................. 137 Machine Summary..................................................................................................................................... 137 System Info ................................................................................................................................................ 140 Installed Applications ................................................................................................................................. 141 Add/Remove .............................................................................................................................................. 142 Software Licenses ..................................................................................................................................... 143 Documents ................................................................................................................................................ 143

ii

Info Center

145

Inbox .......................................................................................................................................................... 147 Schedule .................................................................................................................................................... 147 Reports ...................................................................................................................................................... 149 Report Definitions ............................................................................................................................ 149 Report Folder Trees ........................................................................................................................ 150 Publishing a Report Immediately .................................................................................................... 151 Scheduling a Report ........................................................................................................................ 151 Viewing Published Reports and Reports Set .................................................................................. 152 Antivirus - Antivirus Installation Statistics ........................................................................................ 152 Anti-Malware - Anti-Malware Installation Statistics ......................................................................... 153 Audit - Aggregate Table .................................................................................................................. 153 Audit - Disk Utilization ..................................................................................................................... 153 Audit - Inventory .............................................................................................................................. 153 Audit - Machine Changes ................................................................................................................ 154 Audit - Machine Summary ............................................................................................................... 154 Audit - Network Statistics ................................................................................................................ 155 Backup - Backup ............................................................................................................................. 156 Desktop Policy - Desktop Policy ..................................................................................................... 156 Desktop Policy - Power Savings ..................................................................................................... 156 Executive - Executive Summary ..................................................................................................... 158 System Activity ...................................................................................................................... 159 Network Health Score ........................................................................................................... 159 KDS - Domain Activity ..................................................................................................................... 162 KOB - Online Backup Summary...................................................................................................... 163 KOB - Online Backup Usage Over Time ......................................................................................... 163 Logs - Admin Notes ......................................................................................................................... 163 Logs - Agent Log ............................................................................................................................. 164 Logs - Agent Procedure .................................................................................................................. 164 Logs - Alarm Log ............................................................................................................................. 164 Logs - Configuration Changes ........................................................................................................ 165 Logs - Event Logs ........................................................................................................................... 165 Logs - Event Logs Frequency ......................................................................................................... 165 Logs - Log Monitoring ..................................................................................................................... 166 Logs - Network Statistics Log.......................................................................................................... 166 Logs - Remote Control .................................................................................................................... 166 Monitoring - Logs............................................................................................................................. 167 Monitoring - Monitor 95th Percentile ............................................................................................... 167 Monitoring - Monitor Action Log ...................................................................................................... 167 Monitoring - Monitor Alarm Summary ............................................................................................. 168 Monitoring - Monitor Configuration .................................................................................................. 168 Monitoring - Monitor Log ................................................................................................................. 169 Monitoring - Monitor Set .................................................................................................................. 169 Monitoring - Monitor Trending ......................................................................................................... 169 Monitoring - Uptime History ............................................................................................................. 169 Patch - Patch Management............................................................................................................. 170 Policy Management - Agents Policy Status .................................................................................... 171 Policy Management - Policy Info & Association .............................................................................. 171 Security - KES Log .......................................................................................................................... 171 Security - Security ........................................................................................................................... 171 Service Billing - Past Billed Invoices ............................................................................................... 172 Service Billing - Sales Order Summary ........................................................................................... 172 Service Billing - Unbilled Revenue by Customer ............................................................................ 172 Service Billing - Unbilled Revenue by Item Type ............................................................................ 172 Service Billing - Work Order Summary ........................................................................................... 173

iii

Service Desk - Custom Tickets ....................................................................................................... 173 Service Desk - Service Goals ......................................................................................................... 174 Service Desk - Service Hours ......................................................................................................... 174 Service Desk - Service Times ......................................................................................................... 175 Service Desk - Service Volumes ..................................................................................................... 175 Service Desk - Tickets .................................................................................................................... 175 Software - Software Applications Changed .................................................................................... 176 Software - Software Applications Installed ...................................................................................... 176 Software - Software Licenses ......................................................................................................... 177 Software - Software Licenses Summary ......................................................................................... 177 Software - Software Operating Systems ......................................................................................... 177 Ticketing - Customizable Ticketing ................................................................................................. 178 Ticketing - Ticketing ........................................................................................................................ 179 Time Tracking - Timesheet Summary ............................................................................................. 179 Time Tracking - Timesheet Entries ................................................................................................. 180 Reports Sets .............................................................................................................................................. 180 Report Set Definitions ..................................................................................................................... 180 Report Set Folder Trees .................................................................................................................. 181 Scheduling a Report Set ................................................................................................................. 181 Customize .................................................................................................................................................. 183 View Dashboard ........................................................................................................................................ 183 Layout Dashboard ..................................................................................................................................... 184

Monitor

185

Monitor Overview ....................................................................................................................................... 187 Alarms........................................................................................................................................................ 189 Dashboard List .......................................................................................................................................... 191 Alarm List ........................................................................................................................................ 193 Alarm Network Status...................................................................................................................... 193 Alarm Summary Window ...................................................................................................... 194 Alarm Rotator .................................................................................................................................. 195 Alarm Ticker .................................................................................................................................... 196 Network Status ................................................................................................................................ 196 Group Alarm Status ......................................................................................................................... 196 Monitoring Set Status ...................................................................................................................... 197 Machine Status ..................................................................................................................... 198 Device Status ........................................................................................................................ 198 Monitor Status ................................................................................................................................. 199 Machines Online.............................................................................................................................. 199 Top N - Monitor Alarm Chart ........................................................................................................... 199 KES Status ...................................................................................................................................... 199 KES Threats .................................................................................................................................... 199 Dashboard Settings ................................................................................................................................... 200 Alarm Summary ......................................................................................................................................... 200 Suspend Alarms ........................................................................................................................................ 202 Live Counter .............................................................................................................................................. 203 Monitor Lists .............................................................................................................................................. 204 Update Lists By Scan ................................................................................................................................ 206 Monitor Sets .............................................................................................................................................. 207 Define Monitor Sets ......................................................................................................................... 209 Counter Thresholds ......................................................................................................................... 210 Services Check ............................................................................................................................... 212 Process Status ................................................................................................................................ 213 Monitor Icons ................................................................................................................................... 214 SNMP Sets ................................................................................................................................................ 214 iv

Define SNMP Set ............................................................................................................................ 216 SNMP Set Details............................................................................................................................ 218 Add SNMP Object ........................................................................................................................... 220 SNMP Icons .................................................................................................................................... 221 Alerts.......................................................................................................................................................... 222 Alerts - Summary............................................................................................................................. 223 Alerts - Agent Status ....................................................................................................................... 225 Alerts - Application Changes ........................................................................................................... 228 Alerts - Get Files.............................................................................................................................. 230 Alerts - Hardware Changes ............................................................................................................. 232 Alerts - Low Disk ............................................................................................................................. 235 Alerts - LAN Watch .......................................................................................................................... 237 Alerts - Agent Procedure Failure ..................................................................................................... 239 Alerts - Protection Violation ............................................................................................................. 241 Alerts - New Agent Installed ............................................................................................................ 244 Alerts - Patch Alert .......................................................................................................................... 245 Alerts - Backup Alert........................................................................................................................ 249 Alerts - System ................................................................................................................................ 252 Event Log Alerts ........................................................................................................................................ 254 Assign Event Set tab ....................................................................................................................... 256 Set Alert Actions tab ........................................................................................................................ 257 Edit Event Sets ................................................................................................................................ 258 Format Email Alerts for Event Sets ................................................................................................. 259 SNMP Traps Alert...................................................................................................................................... 260 Assign Monitoring ...................................................................................................................................... 264 Auto Learn - Monitor Sets ............................................................................................................... 268 Monitor Log ................................................................................................................................................ 270 System Check ........................................................................................................................................... 271 LAN Watch ................................................................................................................................................ 275 Assign SNMP ............................................................................................................................................ 279 SNMP Quick Sets............................................................................................................................ 284 Auto Learn - SNMP Sets ................................................................................................................. 286 SNMP Log ................................................................................................................................................. 287 Set SNMP Values ...................................................................................................................................... 289 Set SNMP Type ......................................................................................................................................... 290 Parser Summary........................................................................................................................................ 291 Log Parser ................................................................................................................................................. 295 Log File Parser Definition ................................................................................................................ 296 Assign Parser Sets .................................................................................................................................... 300 Log File Set Definition ..................................................................................................................... 304 Viewing Log Monitoring Entries ................................................................................................................. 305

Patch Management

307

Patch Management Overview ................................................................................................................... 309 Methods of Updating Patches ......................................................................................................... 310 Configuring Patch Management...................................................................................................... 310 Patch Processing ............................................................................................................................ 311 Superseded Patches ....................................................................................................................... 311 Update Classification....................................................................................................................... 312 Patch Failure ................................................................................................................................... 312 Scan Machine ............................................................................................................................................ 314 Patch Status .............................................................................................................................................. 316 Initial Update .............................................................................................................................................. 317 Pre/Post Procedure: Patch Management .................................................................................................. 319 Automatic Update ...................................................................................................................................... 321 v

Machine History ......................................................................................................................................... 322 Machine Update ........................................................................................................................................ 323 Patch Update ............................................................................................................................................. 325 Rollback ..................................................................................................................................................... 328 Cancel Updates ......................................................................................................................................... 329 Create/Delete: Patch Policy....................................................................................................................... 330 Membership: Patch Policy ......................................................................................................................... 331 Approval by Policy ..................................................................................................................................... 333 Approval by Patch ..................................................................................................................................... 335 KB Override ............................................................................................................................................... 337 Windows Auto Update ............................................................................................................................... 339 Reboot Action ............................................................................................................................................ 341 File Source ................................................................................................................................................ 344 Patch Alert ................................................................................................................................................. 346 Office Source ............................................................................................................................................. 350 Command Line .......................................................................................................................................... 352 Patch Location ........................................................................................................................................... 355

Remote Control

357

Remote Control Overview ......................................................................................................................... 359 Control Machine ........................................................................................................................................ 360 Video Streaming ........................................................................................................................................ 363 Reset Password ........................................................................................................................................ 364 Select Type ................................................................................................................................................ 366 Set Parameters .......................................................................................................................................... 368 Preinstall RC .............................................................................................................................................. 368 Uninstall RC ............................................................................................................................................... 370 User Role Policy ........................................................................................................................................ 371 Machine Policy .......................................................................................................................................... 372 FTP ............................................................................................................................................................ 374 Control Machine ........................................................................................................................................ 376 Task Manager ............................................................................................................................................ 377 Chat ........................................................................................................................................................... 377 Send Message ........................................................................................................................................... 379 Power Management .................................................................................................................................. 381 Remote ISO Boot ...................................................................................................................................... 382 Live Connect .............................................................................................................................................. 384 Customized New Ticket Link ........................................................................................................... 388 Quick View ................................................................................................................................................. 389

System

391

System Overview ....................................................................................................................................... 393 VSA Logon Policies ......................................................................................................................... 394 Embedding the VSA Logon Form in Web Pages ............................................................................ 395 User Settings ............................................................................................................................................. 397 Preferences ..................................................................................................................................... 397 Change Logon ................................................................................................................................. 398 System Preferences .................................................................................................................................. 399 Check-in Policy................................................................................................................................ 399 Naming Policy ................................................................................................................................. 401 User Security ............................................................................................................................................. 403 Users ............................................................................................................................................... 403 Master User vs. Standard Users ........................................................................................... 405

vi

Create a New Master User ................................................................................................... 406 If Your Account Is Disabled................................................................................................... 406 Changing Passwords Used by External Applications ........................................................... 407 User Roles....................................................................................................................................... 408 Machine Roles................................................................................................................................. 410 Scopes ............................................................................................................................................ 412 Sharing User-Owned Objects ......................................................................................................... 414 Logon Hours .................................................................................................................................... 415 User History..................................................................................................................................... 416 Orgs/Groups/Depts/Staff ........................................................................................................................... 416 Manage ........................................................................................................................................... 416 Set-up Types ................................................................................................................................... 419 Server Management .................................................................................................................................. 420 Request Support ............................................................................................................................. 420 Configure ......................................................................................................................................... 420 Processing Hotfixes Manually ............................................................................................... 425 Set URL to MS-SQL Reporting Services Engine .................................................................. 426 Indexing the Audit Results Table .......................................................................................... 428 Default Settings ............................................................................................................................... 429 License Manager ............................................................................................................................. 429 Import Center .................................................................................................................................. 431 System Log ..................................................................................................................................... 432 Statistics .......................................................................................................................................... 433 Logon Policy .................................................................................................................................... 434 Application Logging ......................................................................................................................... 435 Outbound Email............................................................................................................................... 436 Customize .................................................................................................................................................. 437 Color Scheme.................................................................................................................................. 437 Site Customization .......................................................................................................................... 437 Creating Custom Agent Icons ............................................................................................... 439 Local Settings .................................................................................................................................. 440 Customize: Live Connect ................................................................................................................ 441

Ticketing

443

Ticketing Overview .................................................................................................................................... 445 View Summary .......................................................................................................................................... 445 Create/View ............................................................................................................................................... 448 Delete/Archive ........................................................................................................................................... 450 Migrate Tickets .......................................................................................................................................... 453 Notify Policy ............................................................................................................................................... 453 Access Policy ............................................................................................................................................ 455 Assignee Policy ......................................................................................................................................... 456 Due Date Policy ......................................................................................................................................... 456 Edit Fields .................................................................................................................................................. 458 Email Reader ............................................................................................................................................. 459 Email Mapping ........................................................................................................................................... 461

Time Tracking

463

Time Tracking Overview ............................................................................................................................ 465 Configuring Time Tracking ........................................................................................................................ 465 My Timesheets .......................................................................................................................................... 467 Creating an Administrator Task Timesheet Entry ........................................................................... 468 Creating a Customer / Work Order Timesheet Entry ...................................................................... 468

vii

Creating a Service Desk Ticket Timesheet Entry ........................................................................... 468 Approve Timesheets.................................................................................................................................. 469 Timesheet Summary ................................................................................................................................. 470 Application Logging ................................................................................................................................... 470 Timesheet History (Summary) ................................................................................................................... 471 Timesheet History (Details) ....................................................................................................................... 471 Timers ........................................................................................................................................................ 472 Creating an Administrator Task Timer Entry ................................................................................... 473 Creating a Customer / Work Order Timer Entry .............................................................................. 473 Creating a Service Desk Ticket and Service Billing Timer Entry .................................................... 474 Creating a Service Desk Ticket or Ticket/Task Timer Entry ........................................................... 475 Settings ...................................................................................................................................................... 476 Periods....................................................................................................................................................... 477 Administrative Tasks ................................................................................................................................. 477 Approval Patterns ...................................................................................................................................... 478

Database Views

479

Database Views ......................................................................................................................................... 482 Excel Usage .............................................................................................................................................. 482 Crystal Reporting Usage ........................................................................................................................... 483 Views Provided .......................................................................................................................................... 486 fnMissingPatchCounts_UsePolicy / fnMissingPatchCounts_NoPolicy ..................................................... 488 fnOSCounts ............................................................................................................................................... 489 vAddRemoveList ....................................................................................................................................... 489 vAdminNotesLog ....................................................................................................................................... 489 vAgentConfiguration .................................................................................................................................. 490 vAgentLabel ............................................................................................................................................... 491 vAlertLog.................................................................................................................................................... 492 vBackupLog ............................................................................................................................................... 493 vBaseApplicationInfo / vCurrApplicationInfo ............................................................................................. 494 vBaseCpuInfo / vCurrCpuInfo ................................................................................................................... 494 vBaseDiskInfo / vCurrDiskInfo ................................................................................................................... 495 vBaseDriveManufacturer / vCurrDriveManufacturer ................................................................................. 495 vBasePciInfo / vCurrPciInfo ....................................................................................................................... 496 vBasePrinterInfo / vCurrPrinterInfo ........................................................................................................... 496 vCollectionMember .................................................................................................................................... 497 vConfigLog ................................................................................................................................................ 497 vkadComputers ......................................................................................................................................... 498 vkadUsers .................................................................................................................................................. 498 vLicenseInfo .............................................................................................................................................. 499 vMachine ................................................................................................................................................... 499 vMonitorAlarmAlert .................................................................................................................................... 501 vMonitorAlarmCounter............................................................................................................................... 502 vMonitorAlarmProcess .............................................................................................................................. 503 vMonitorAlarmService ............................................................................................................................... 504 vMonitorAlarmSNMP ................................................................................................................................. 505 vMonitorAlarmSystemCheck ..................................................................................................................... 506 vNetStatsLog ............................................................................................................................................. 506 vNtEventLog .............................................................................................................................................. 507 vOnBoardDeviceInfo ................................................................................................................................. 508 vPatchApprovalStatus ............................................................................................................................... 508 vPatchConfiguration .................................................................................................................................. 509 vPatchPolicy .............................................................................................................................................. 511 vPatchPolicyMember ................................................................................................................................. 512 vPatchStatus ............................................................................................................................................. 512 viii

vPortInfo .................................................................................................................................................... 514 vScriptLog .................................................................................................................................................. 515 vScriptStatus ............................................................................................................................................. 515 vSystemInfo ............................................................................................................................................... 516 vSystemInfoManual ................................................................................................................................... 517 vTicketField ............................................................................................................................................... 517 vTicketNote ................................................................................................................................................ 518 vTicketSummary ........................................................................................................................................ 518 vUptimeHistory .......................................................................................................................................... 519 vvProAssetDetails ..................................................................................................................................... 519

API Web Services

521

VSA API Web Service ............................................................................................................................... 523 VSA API Web Service - Overview................................................................................................... 523 Enabling VSA API Web Service............................................................................................ 524 Special Fields ........................................................................................................................ 524 Sample API C# Application ................................................................................................... 525 Sample API ASP Page ......................................................................................................... 526 VSA API Web Service Security............................................................................................. 529 Web Links - Inbound and Outbound ..................................................................................... 531 VSA API Web Service - Operations ................................................................................................ 532 AddMachGrouptoScope........................................................................................................ 532 AddOrg .................................................................................................................................. 533 AddOrgDeptStaff ................................................................................................................... 533 AddOrgToScope ................................................................................................................... 533 AddScope.............................................................................................................................. 533 AddScopeOrg........................................................................................................................ 534 AddTicRequest ..................................................................................................................... 534 AddUserToRole..................................................................................................................... 534 AddUserToScope .................................................................................................................. 534 AdminGroupAccess .............................................................................................................. 535 AssignRole ............................................................................................................................ 535 AssignScope ......................................................................................................................... 535 Authenticate .......................................................................................................................... 535 AuthenticateWithAppSessionID ............................................................................................ 537 CloseAlarm............................................................................................................................ 537 CreateAdmin ......................................................................................................................... 538 CreateAgentInstallPackage .................................................................................................. 538 CreateMachineGroup............................................................................................................ 538 CreateRole ............................................................................................................................ 538 DeleteAdmin.......................................................................................................................... 539 DeleteAgent .......................................................................................................................... 539 DeleteAgentInstallPackage ................................................................................................... 539 DeleteMachineGroup ............................................................................................................ 539 DeleteOrg .............................................................................................................................. 539 DeleteRole ............................................................................................................................ 540 DeleteScope.......................................................................................................................... 540 DisableAdmin ........................................................................................................................ 540 Echo ...................................................................................................................................... 540 EchoMt .................................................................................................................................. 540 EnableAdmin ......................................................................................................................... 541 GetAlarm ............................................................................................................................... 541 GetAlarmList ......................................................................................................................... 542 GetGroupLicenseInfo ............................................................................................................ 543 GetLogEntry .......................................................................................................................... 543 ix

GetMachine ........................................................................................................................... 543 GetMachineCollectionList ..................................................................................................... 546 GetMachineGroupList ........................................................................................................... 546 GetMachineList ..................................................................................................................... 547 GetMachineUptime ............................................................................................................... 547 GetNotesList ......................................................................................................................... 548 GetOrgLocation ..................................................................................................................... 548 GetOrgTypes......................................................................................................................... 548 GetOrgs................................................................................................................................. 549 GetOrgsByScopeID .............................................................................................................. 549 GetPackageURLs ................................................................................................................. 550 GetPartnerUserLocation ....................................................................................................... 550 GetPublishedViewColumns .................................................................................................. 550 GetPublishedViewRows........................................................................................................ 551 GetPublishedViews ............................................................................................................... 553 GetRoles ............................................................................................................................... 555 GetScopes ............................................................................................................................ 556 GetSessionDetails ................................................................................................................ 556 GetTicRequestTicket ............................................................................................................ 556 GetTicket ............................................................................................................................... 557 GetTicketList ......................................................................................................................... 557 GetTicketNotes ..................................................................................................................... 558 GetVerboseMachineGroupList.............................................................................................. 558 LockFunctionAccess ............................................................................................................. 558 MoveMachineToAnotherGroup ............................................................................................. 559 Primitives............................................................................................................................... 559 RemoveUserFromRole ......................................................................................................... 560 RenameMachine ................................................................................................................... 561 ResetPassword ..................................................................................................................... 561 RoleMembership ................................................................................................................... 561 SendAdminMessage ............................................................................................................. 561 SetAdminPassword ............................................................................................................... 561 SetGroupLicenseInfo ............................................................................................................ 562 SetLicenseByOrg .................................................................................................................. 562 SetPartnerUserLocation........................................................................................................ 562 UpdateOrg............................................................................................................................. 562 UpdateTicket ......................................................................................................................... 562 UpdateUser ........................................................................................................................... 564 Agent Procedure API Web Service ........................................................................................................... 565 Enabling the Agent Procedure API Web Service ............................................................................ 565 Agent Procedure API Web Service - Operations ............................................................................ 565 AddScriptAssignment............................................................................................................ 565 AddScriptPrompt ................................................................................................................... 565 Echo ...................................................................................................................................... 566 EchoMt .................................................................................................................................. 566 GetScriptAssignmentId ......................................................................................................... 566 GetScriptIdFromScriptName ................................................................................................. 566 Monitoring API Web Service...................................................................................................................... 566 Enabling the Monitoring API Web Service ...................................................................................... 567 Monitoring API Web Service - Operations ...................................................................................... 567 AssignEventAlertToMachine ................................................................................................. 567 AssignEventLogMachineSettings ......................................................................................... 567 CreateEventSet ..................................................................................................................... 567 CreateEventSetDefinition...................................................................................................... 568 DeleteAllEventAlertsFromMachine ....................................................................................... 568 DeleteAllEventLogMachineSettings ...................................................................................... 568 x

DeleteEventAlertFromMachine ............................................................................................. 568 DeleteEventLogMachineSettings .......................................................................................... 568 DeleteEventSet ..................................................................................................................... 569 DeleteEventSetDefinition ...................................................................................................... 569 GetEventAlertList .................................................................................................................. 569 GetEventLogMachineSettingsList ......................................................................................... 570 GetEventSetDefinitionList ..................................................................................................... 571 GetEventSetList .................................................................................................................... 571 KSD API Web Service ............................................................................................................................... 571 Enabling KSD API Web Service...................................................................................................... 572 KSD API Web Service Data Types ................................................................................................. 572 RefItem.................................................................................................................................. 572 CustomField .......................................................................................................................... 572 Note....................................................................................................................................... 572 Attachment ............................................................................................................................ 573 RelatedIncident ..................................................................................................................... 573 ServiceDeskDefinition ........................................................................................................... 573 Incident Summary ................................................................................................................. 576 Incident.................................................................................................................................. 576 KSD API Web Service - Operations ................................................................................................ 578 AddIncident ........................................................................................................................... 578 AddServDeskToScope.......................................................................................................... 579 GetIncident ............................................................................................................................ 579 GetIncidentList ...................................................................................................................... 579 GetServiceDesk .................................................................................................................... 580 GetServiceDesks .................................................................................................................. 581 Primitives............................................................................................................................... 581 UpdateIncident ...................................................................................................................... 581 Sample Messages ........................................................................................................................... 582 GetServiceDesks Request .................................................................................................... 582 GetServiceDesks Response ................................................................................................. 582 GetServiceDesk Request...................................................................................................... 582 GetServiceDesk Response ................................................................................................... 582 GetIncidentList Request........................................................................................................ 589 GetIncidentList Response ..................................................................................................... 589 GetIncident Request ............................................................................................................. 590 GetIncident Response .......................................................................................................... 590 AddIncident Request ............................................................................................................. 591 AddIncident Response .......................................................................................................... 592 UpdateIncident Request ....................................................................................................... 592 UpdateIncident Response..................................................................................................... 593

xi

Glossary of Terms

595

Active Directory .......................................................................................................... 595 Agent Menu ................................................................................................................ 595 Agent Settings ............................................................................................................ 595 Agent Time Scheduling .............................................................................................. 595 Agents ........................................................................................................................ 596 Agents - Linux............................................................................................................. 596 Agents - Macintosh ..................................................................................................... 597 Alarm .......................................................................................................................... 597 Alarm Condition .......................................................................................................... 597 Alarms - Suspending .................................................................................................. 597 Alert ............................................................................................................................ 598 Alert Types ................................................................................................................. 598 ATSE Response Code ............................................................................................... 599 Audit............................................................................................................................ 599 Auto Learn Monitor Sets ............................................................................................. 599 Backup Sets ............................................................................................................... 599 Canonical Name ......................................................................................................... 599 Chat ............................................................................................................................ 600 Check-in Status .......................................................................................................... 600 Check-in: Full vs. Quick .............................................................................................. 600 Collection .................................................................................................................... 600 Copy Settings and Templates .................................................................................... 600 Credential ................................................................................................................... 601 Current VSA Time ...................................................................................................... 601 Dashboard .................................................................................................................. 601 Dashboard List ........................................................................................................... 601 Distribute File.............................................................................................................. 601 Event Logs .................................................................................................................. 601 Events Sets ................................................................................................................ 602 File Transfer Protocol (FTP) ....................................................................................... 602 Flood Detection .......................................................................................................... 602 Global Event Log Black Lists ...................................................................................... 602 Group Alarms ............................................................................................................. 602 Host name .................................................................................................................. 603 Hotfix........................................................................................................................... 603 ISO Image .................................................................................................................. 603 LAN Watch ................................................................................................................. 603 Log Monitoring ............................................................................................................ 603 Logs ............................................................................................................................ 603 MAC address .............................................................................................................. 604 Machine ID / Group ID / Organization ID.................................................................... 604 Machine ID / Group ID filter ........................................................................................ 604 Machine ID Template ................................................................................................. 604 Machine IDs vs. Agents .............................................................................................. 605 Machine Roles ............................................................................................................ 605 Managed Machine ...................................................................................................... 605 Master User / Standard User ...................................................................................... 605 Migrating the KServer ................................................................................................. 605 Monitor Sets ............................................................................................................... 605 Monitor Types ............................................................................................................. 606 myOrg ......................................................................................................................... 606 On Premises ............................................................................................................... 606 Org .............................................................................................................................. 606 Packager .................................................................................................................... 607

xii

Parser Definitions and Parser Sets ............................................................................ 607 Patch Policy ................................................................................................................ 607 Patch Update Order.................................................................................................... 608 Performance Objects, Instances and Counters ......................................................... 608 Portal Access.............................................................................................................. 608 Primary Domain Controller ......................................................................................... 608 Private Folders ........................................................................................................... 609 Quick Status ............................................................................................................... 609 Quick View .................................................................................................................. 609 Silent Install ................................................................................................................ 609 SNMP Community ...................................................................................................... 609 SNMP Devices ........................................................................................................... 609 SNMP Quick Sets ....................................................................................................... 609 SNMP Sets ................................................................................................................. 610 SNMP Types .............................................................................................................. 610 Software as a Service (SaaS) .................................................................................... 611 syslog.......................................................................................................................... 611 System Agent Procedures .......................................................................................... 611 System Checks........................................................................................................... 612 System Tray ............................................................................................................... 612 User Account .............................................................................................................. 612 Users .......................................................................................................................... 612 View Definitions .......................................................................................................... 612 Virtual Machine ........................................................................................................... 612 Virtual Network Computing (VNC) .............................................................................. 612 vPro ............................................................................................................................ 612 Windows Automatic Update ....................................................................................... 613 Work Types ................................................................................................................ 613

Index

615

xiii

Chapter 1

Configuration
In This Chapter
Configuring the Server System Security Minimum System Requirements Updating or Moving the VSA Logon and Browser Settings Creating Organizations Automatically During Update 3 3 3 3 4 6

Configuration

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

Configuring the Server

The server is the heart of the system. Users access all functions through this server's web interface. The agents, on all managed machines, connect to this server to get any instructions/tasking orders. Your server must be accessible to both users and agents. For configuring the server, see the latest Installation Guide install at http://help.kaseya.com/WebHelp/en/VSA/6010000/EN_KServerInstallation61.pdf. The Kaseya SSRS Configuration guide is a companion document that provides additional guidance on integrating SQL Services Reporting Services with Kaseya, located at http://help.kaseya.com/WebHelp/en/VSA/6010000/EN_SSRSguide61.pdf.

System Security
We designed the system with comprehensive security throughout. Our design team brings over 50 years of experience designing secure systems for government and commercial applications. We applied this experience to uniquely combine ease of use with high security. The platforms architecture is central to providing maximum security. The agent initiates all communications back to the server. Since the agent will not accept any inbound connections, it is virtually impossible for a third party application to attack the agent from the network. The system does not need any input ports opened on the managed machines. This lets the agent do its job in virtually any network configuration without introducing any susceptibility to inbound port probes or new network attacks. The VSA protects against man-in-the-middle attacks by encrypting all communications between the agent and server with AES 256 using a key that rolls every time the server tasks the agent. Typically at least once per day. Since there are no plain-text data packets passing over the network, there is nothing available for an attacker to exploit. Users access the VSA through a web interface after a secure logon process. The system never sends passwords over the network and never stores them in the database. Only each user knows his or her password. The client side combines the password with a random challenge, issued by the VSA server for each session, and hashes it with SHA-256. The server side tests this result to grant access or not. The unique random challenge protects against a man-in-the-middle attack sniffing the network, capturing the random bits, and using them later to access the VSA. The web site itself is protected by running the Hotfix Checker tool on the VSA server every day. The VSA sends alerts to the Master role user when new IIS patches are available. This helps you keep the VSA web server up to the latest patch level with a minimum of effort. Finally, for maximum web security, the VSA web pages fully support operating as an SSL web site.

Minimum System Requirements

Up to date minimum system requirements are available at: http://help.kaseya.com/WebHelp/en/system-requirements.asp.

Updating or Moving the VSA

If you are updating from an earlier version of Kaseya to this version, or want to update or move your existing K2 server to the latest version, see the installation guide at http://help.kaseya.com/WebHelp/en/VSA/6010000/EN_KServerInstallation61.pdf. 3

Configuration

Logon and Browser Settings

To logon to Virtual System Administrator
1. Use your browser to display the logon page of your VSA server. 2. Enter your user name and password.
Note: For initial logon, use the master user account name and password entered during installation.

3. Check the Remember my username and domain (if any) on this computer checkbox to save the username and domain name to a cookie on the local computer so you don't have to re-enter each time you log in. The password is not stored.
Note: See System > Change Logon (page 398) for a description of how to set up a domain logon.

4.

Click the logon icon

Note: To prevent unauthorized access after making configuration changes, log off or close the session by terminating the browser application.

Enabling Browser Cookies, JavaScript and Popups

Your browser must have cookies and JavaScript enabled in order to proceed. Popups for the VSA website are recommended.

Internet Explorer To Enable Cookies in Internet Explorer 7 or 8

Click the Tools menu. Select Internet Options. Switch to the Privacy tab. Select a privacy setting no greater than Medium High (i.e. the setting must not be High nor Block All Cookies). 5. Click OK. 1. 2. 3. 4.

To Enable JavaScript in Internet Explorer 7 and 8

1. 2. 3. 4. 5. 6. 7. 8. Click on the Tools menu. Select Internet Options. Switch to the Security tab. Click on Internet in the Select a Web content zone. Press the Custom level... button. Scroll down to the Scripting section. In Scripting of Java applets, click the Enable option. Click OK.

To Enable Popups in Internet Explorer 7 or 8

1. 2. 3. 4. 4 Click the Tools menu. Select Internet Options. Switch to the Privacy tab. Click Settings. The Pop-up Blocker Settings dialog displays.

5. Enter the URL or IP address of your VSA in the Address of website to allow field. 6. Click Close, then OK.

Firefox To Enable Cookies in Firefox

Click the Tools menu. Select Options. Switch to Privacy settings. Set History to Remember History. (You can also Use custom settings for history and make sure Accept cookies from site is checked.) 5. Click OK. 1. 2. 3. 4.

To Enable JavaScript in Firefox

1. 2. 3. 4. 5. Click on the Tools menu. Select Options. Switch to the Content tab. Click the Enable Java checkbox. Click OK.

To Enable Popups in Firefox

1. 2. 3. 4. 5. 6. 7. Click on the Tools menu. Select Options. Switch to the Content tab. Click Exceptions... The Allowed Sights - Pop-ups dialog displays. Enter the URL or IP address of your VSA in the Address of web site field. Click Allow. Click Close, then OK.

Chrome To Enable Cookies in Chrome

1. 2. 3. 4. 5. 6. 7. Click the Tools icon. Select Options. Select the Under the Hood tab. Switch to Content settings... . Select the Cookies feature. Select the Allow local data to be set (recommended) option. Click OK.

To Enable JavaScript in Chrome

1. 2. 3. 4. 5. 6. Click the Tools icon. Select Options. Select the Under the Hood tab. Switch to Content settings... Select the JavaScript feature. Select the Allow all site sites to run JavaScript (recommended) option.

Configuration 7. Click OK.

To Enable Popups in Chrome

1. Click the Tools icon. 2. Select Options. 3. Select the Under the Hood tab. 4. Switch to Content settings... 5. Select the Pop-ups feature. 6. Select the Do not allow any site sites to show pop-ups (recommended) option. 7. Click Exceptions... The Pop-up Exceptions dialog displays. 8. Click Add... the New Exception dialog displays. 9. Enter the URL or IP address of your VSA. 10.Set Action to Allow. 11.Click OK, then Close for all the parent dialogs.

Creating Organizations Automatically During Update

Kaseya 2 introduces organizations to the machine group hierarchy that did not exist in earlier versions of the VSA. Each machine group must belong to an organization. During an update of Kaseya 2 from a 5.1 or earlier version, or during a restore of Kaseya 2, you are asked to decide how organizations should be created for machine groups. This question is asked when you are: You are upgrading from Kaseya 5.1 or earlier. You previously installed a new VSA and click the Restore button on the System > Configure page to restore a database from Kaseya version 5.1 or earlier. Create Multiple Organizations, One for Each Top-Level Machine Group Use this option if most of your existing machine groups represent external customers. Each top-level machine group is converted into its own organization. Machine group listings appear similar to the way they looked in earlier versions of the VSA. A special root machine group is created to take the place of a top-level machine group converted into an organization The root machine group contains any agents that belonged to the top-level machine group converted into an organization. Second-level machine groups now become top-level machine groups in the new organization.

E a ch to p -le ve l m a ch in e g ro u p s is co n ve rte d in to a n o rg a n iza tio n . T h e list lo o ks sim ila r to p re vio u s ve rsio n s o f K a se ya .

S e co n d -le ve l m a ch in e g ro u p s n o w b e co m e to p -le ve l m a ch in e g ro u p s in th e ir o rg a n iza tio n s .

A ro o t m a ch in e g ro u p is cre a te d to ta ke th e p la ce o f a n y to p -le ve l m a ch in e g ro u p co n ve rte d in to a n o rg a n iza tio n . A g e n ts m ig h t b e lo n g to th is ro o t m a ch in e g ro u p .

Create a Single Organization

Use this option if most of your existing machine groups belong to the same organization. All machine groups are added to a single myOrg organization, representing your own organization. The myOrg organization can be renamed after the update.

A ll to p -le ve l m a ch in e g ro u p s re m a in to p -le ve l m a ch in e g ro u p s

T h e sa m e o rg a n iza tio n is a d d e d to e a ch e xistin g m a ch in e g ro u p

Chapter 2

Getting Started
In This Chapter
VSA Modules Page Layout Toolbox Status Monitor Administrator Notes Bookmarks Logoff Color Scheme Agents Check-in Icons Live Connect Data Table Column Options Learning More 11 11 13 13 14 15 15 16 16 16 17 18 19

Getting Started

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

10

VSA Modules
All VSA functions can be accessed through modules located along the left side of the user interface. Within each module are the core functions that allow users to perform a variety of tasks on remotely managed machines and the KServer.

Page Layout
The user interface of Kaseya 2 is designed to be flexible while streamlining the choices a user makes.
E x p a n d /C o lla p s e S ite H e a d e r S e le c to r P a n e l B u tto n s P a g e S e le c to r R o le /S c o p e S e le c to r Tool Bar M o d u le S e le c to r Logged O n U s e r / L o g o ff

U n re a d F o ld e r s a n d fu n c tio n s w ith in a m o d u le T im e r s M essages

N a v ig a tio n P a n e l

S e le c to r P a n e l

D a ta P a n e l

Navigation Panel - The module tabs and function panes are combined into a single expandible-collapsible explorer like navigation panel. Selector Panel - Many Kaseya 2 functions display a middle selector panel to select one or more records. The selector panel can be scrolled, filtered and sorted independently from any other pane.

Getting Started Data Panel - On the right hand side of the screen, is a data panel designed as a series of tabbed views, providing quick access to each property or data view no matter how complex a function might be. Many of the tabs have fields you can edit and buttons that provide additional functionality. Module Selector - At the top of the navigation panel is a module selector. Clicking the visible module displays all the installed modules in the VSA. Clicking any of the other modules selects that module and displays the folders and functions within that module the user has access rights to see. Toolbar - The toolbar, just above the module selector, provides instant access to the global functions Show Bookmarks, Add Bookmark, Help, Status, and Notes. Expand/Collapse - A << icon on the right side of the toolbar collapses the navigation panel. Once collapsed a >> icon expands the navigation panel. Selector Panel Buttons - At the top of the selector panel is a page-specific button bar. Typically these buttons include creating, editing and deleting records listed in the selector panel. Additional buttons display, depending on the page and your logon access rights. Page Selector - If the selector panel list is longer than one page, the page selector enables you to browse through multiple pages. You can set the number of rows displayed on each page. Site Header - A customizable site logo and header text displays in the upper left corner. Role/Scope Selector - Selects the combination of role and scope that is currently active for your logon. If you have more than one role or scope available to you, you can switch roles or scopes anytime during your logon. Logged On User / Logoff - Displays the username of the user currently logged on and a logoff link. Unread Messages - The number of unread messages displays in the upper right corner. You can click this counter at any time to display your VSA inbox immediately. Timers - Records time entries that can be applied to timesheets and other work type records.
M a c h in e I D / M a c h in e G r o u p F ilt e r O b je c t F ilt e r C o lla p s ib le R e g io n s

F o ld e r / O b je c t T r e e

A g e n t L is t s

T a b B u tto n s

Machine ID / Machine Group Filter - If a page displays an agent list, then the Machine ID / Machine Group filter displays at the top of the page. The filter enables you to limit the list of agents displayed on the machine, by individual machine, machine group, organization or by view definition. Folder / Object Trees - Certain functions display a folder tree in the selector panel instead of list of records. Typically two folder trees are provided, one Private and one Shared, but sometimes only the Shared folder tree displays. You can create new objects in these folder trees, and in the Shared folder tree, share them with other users. Tree Filter - All folder trees panels can be filtered by entering a string into the tree filter. Agent Lists - Agents lists display on many VSA pages. In the new user interface, agents frequently display in one of the tabs in the data panel on the right side of the page. Tab Specific Buttons - Any tab in the data panel on the right side of the page can display a tab specific set of buttons. Tab specific buttons affect the child record just below it. For example, 12

when you want to run an agent procedure immediately, you select the procedure in the folder tree in the middle panel, then select one or more of the agents in the tab, then click the "Run Now" tab button to execute the agent procedure. Collapsible Regions - Panels, tabs and dialogs are sometimes segmented into collapsible regions. Clicking the down arrow lets you hide that region of the user interface. A collapsed region displays an expand button, enabling you to expand that region again.

Toolbox
The Toolbox provides the user with a common area to access frequently used commands and functions. The Toolbox is accessible from any module, giving users convenient access to frequently used features of the VSA.

Notes
Click the Notes icon to display the User Notes (page 14) window. User Notes provides a place to record and retrieve what previous user actions were performed on each machine.

Status
Click the Status icon to display the Status Monitor (page 13) window. Status Monitor continuously monitors selected machines, notifying you when they go online or offline.

Help
Click the Help icon to display context-sensitive help for the currently selected function page.

Status Monitor
Toolbox > Status The status monitor continuously monitors selected machines, notifying you when they go online or offline. If someone is currently logged onto the machine, Status Monitor displays their user name in bold along with the IP address of the machine. Master role users can also display the list of logged on VSA users.

Turn off sound

A unique audible tone sounds each time a machine goes online, machine goes offline, a user logs in, or a user logs out. Turn these sounds off by checking this box.

Refresh Rate
Refreshes the browser every 30 sec, 1, 2, or 5 minutes. Each browser refresh gets the latest status from Virtual System Administrator. To get an immediate update, click the Refresh link.

List logged on users

Uncheck this box to hide the list of users.

Getting Started
Note: This option is available to master role users only.

Sort By
List machines in any of the following order: Connection Gateway - Numerically, left to right, by IP address. Best for grouping machines by how they are connected on the network. Group ID - Alphabetically by group ID. Machine ID - Alphabetically by machine ID.

Hide offline machines

Uncheck this box to list all machines. Offline machines have a grayed out icon.

Administrator Notes
Administrator Notes allows you to log what you did to a machine or group of machines into the system database. The next time you have a problem with any machine, check the notes and see what other VSA users have done on that machine. The system time-stamps each administrator note and associates the note with a VSA user name. Open the notes editor by clicking the Notes icon in the Toolbox (page 13).

Note: You can print Administrator Notes using Info Center > Reports > Logs - Admin Notes (page 163).

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Check the box in front of the machines you wish to apply the note to.

Time
Displays the time-stamp when the note was first entered. The time-stamp can be edited by clicking the edit icon next to the specific note whose time-stamp you wish to change.

Admin
Logon name of the user that entered the note. If a different user edits the note, this field is updated with the new user's name.

Delete the note

Delete the note by clicking the delete icon next to it. If more than one machine has the same note entered by the same user and has the same time-stamp, the system asks if you want to delete all occurrences of the note.

Edit the note

Change a note by clicking the edit icon next to it. Click the Apply button to commit the changes. Click Cancel to restore the original text. If more than one machine has the same note entered by the same user and has the same time-stamp, the system asks if you want to modify all occurrences of the note.

14

Note
Displays the user entered note for the selected machine.

Notes per Page

Number of notes to display at a time. Choices are 10, 30, and 100.

Bookmarks
You can bookmark any item on the navigation pane. Bookmarks are defined by user. If you work with the same set of navigation items each day, this can save you navigation clicks. - Click the Add Bookmark icon to add a navigation item to your list of bookmarks. - Click the Bookmark Show icon to display the list of bookmarks you have saved. - Click the Organize Bookmarks icon in the bookmark list to create bookmark folders and organize your bookmarks.

Logoff
Click the Log Off link to prevent unauthorized access to the server and return to the logon page. The Log Off link is located in the upper right-hand corner of the window and is accessible from any tab and function.
Note: For increased security, it is recommended that users log off and terminate all browser sessions when not administering the server.

Getting Started

Color Scheme
System > Color Scheme The Color Scheme page determines the set of colors displayed by the VSA environment. Color Scheme selection applies to all users within the same partition (page 611). To change color schemes: 1. Select a color scheme in the middle pane. 2. Click the Set Scheme button.

Agents
The VSA manages machines by installing a software client called an agent on a managed machine. The agent is a system service that does not require the user to be logged on for the agent to function and does not require a reboot for the agent to be installed. The agent is configurable and can be totally invisible to the user. The sole purpose of the agent is to carry out the tasks requested by the VSA user. Once installed: An agent iconfor example the agent icondisplays in the system tray of the managed machine. Agent icons (page 25) can be custom images or removed altogether. Each installed agent is assigned a unique VSA machine ID / group ID / organization ID (page 604). Machine IDs can be created automatically at agent install time or individually prior to agent installation. Each installed agent uses up one of the available agent licenses purchased by the service provider. Agents are typically installed using packages created using Agent > Deploy Agents (page 39) inside the VSA. Multiple agents (page 46) can be installed on the same machine, each pointing to a different server. A check-in icon (page 16) displays next to each machine ID in the VSA, displaying the overall status of the managed machine. For example, the check-in icon indicates an agent is online and the user is currently logged on. Clicking a check-in icon displays a single machine interface for the managed machine called Live Connect (page 17). Live Connect provides instant access to comprehensive data and tools you need to work on that one machine. Hovering the cursor over a check-in icon displays an agent quick view window (page 389) immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent quick view window.

Check-in Icons
Once a machine ID is created, an agent check-in icon displays next to each machine ID account in the VSA. These icons indicate the agent check-in status of each managed machine. Click a check-in icon to display Live Connect (page 17). Hovering the cursor over a check-in icon displays the agent quick view window (page 389). Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Icon displays a tool tip showing the logon name. Agent online and user currently logged on, but user not active for 10 minutes

16

Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Live Connect
The Live Connect page displays by clicking any check-in icon, for example , next to any machine ID in the VSA. Live Connect enables you to perform tasks and functions solely for one managed machine. A menu of tabbed property sheets provide access to various categories of information about the managed machine.
H om e Tab M a c h in e I D L o g O ff H e lp

D e s k to p T h u m b n a il P e rfo rm a n c e G ra p h s

F u n c t io n L is t F u n c t io n Tabs

Note: Additional menu items display, depending on the addon modules installed.

Home - The first view displayed when the Live Connect window opens. You can customize the Live Connect Home page using System > Customize: Live Connect (page 441). Agent Data - Displays agent data and initiates agent tasks on the managed machine. Audit Information - Displays the software and hardware configuration of the managed machine. File Manager - Provides two file managers, one for your local machine and one for the remote machine ID, enabling you to browse and transfer files between the two machines. Command Shell - Opens a command shell into the managed machine. Registry Editor - Displays the registry of the managed machine ID. You can create, rename, refresh or delete keys and values and set the data for values. Task Manager - Lists Task Manager data for the managed machine. Event Viewer - Displays event data stored on the managed machine. Ticketing - Displays and creates tickets for the managed machine. Chat - Initiates a chat session with the currently logged on user of the managed machine. Desktop Access - Initiates a remote desktop session with the managed machine. Video Chat - Initiates a audio/video chat session with a logged on machine user. VPN - Windows only. Clicking this option creates a VPN connection between your local machine and the Live Connect machine. Anti-Malware - Displays the Anti-Malware status of the managed machine, if installed. Antivirus - Displays the Antivirus status of the managed machine, if installed. Online Backup If enabled for the managed machine, run online backups immediately and restore online backups. Discovery - Displays the Network Discovery status of the machine, if installed.

Getting Started This same Live Connect window displays when a machine user clicks the agent icon in the system tray of the managed machine, with certain restrictions applied. This machine user view of Live Connect is called Portal Access.
Note: For more details, see Remote Control > Live Connect (page 384).

Data Table Column Options

Data tables in Kaseya 2 typically provide the following column options.

Column Selection - Click any column header drop-down arrow , then Columns to select which columns display in the table. Click the Sort Ascending or Sort Descending icons to sort the table by the selected column heading. Column Sorting - Click the Sort Ascending or Sort Descending icons to sort the table by the selected column heading. Column Filtering - Click the column drop-down arrow to enter a filter value for that column. For example enter NS to find all rows that start with NS in that column. Enter NS%2 to find all rows that start with NS and end with 2 in that column. You can filter by multiple column filters if you like. Flexible Column Widths - Expand or collapse the width of each column by dragging the column header boundaries left or right.

18

Learning More
PDFs are available to help you quickstart your implementation of Virtual System Administrator. They can be downloaded from the first topic in online help (http://help.kaseya.com/WebHelp/EN/VSA/6020000/index.htm?toc.htm?6939.htm). If you're new to Virtual System Administrator we recommend the following quickstart guides: 1. Getting Started 2. User Administration 3. Agent Configuration and Deployment 4. Live Connect, Portal Access and Quick View 5. Monitoring Configuration The following resources are also available.

Training
You can view VSA training videos at the Kaseya Portal (http://portal.kaseya.net). Click the Kaseya LMS link under the Education folder.

Chapter 3

Agent
In This Chapter
Agent Overview Agent Status Agent Logs Log History Event Log Settings Deploy Agents Create Delete Rename Change Group LAN Watch Install Agents View LAN View AD Computers View AD Users View vPro Copy Settings Import / Export Suspend Agent Menu Check-In Control Working Directory Edit Profile Portal Access Set Credential Update Agent File Access Network Access Application Blocker 23 32 34 36 37 39 50 53 55 56 57 61 64 64 66 69 70 71 72 73 75 78 79 81 82 84 85 87 89

21

Agent

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

22

Agent Overview
Agent Functions in the Agent module allow users to create, edit, and delete machine IDs, customize the appearance of the machine's agent icon in the system tray (on page 612), control agent check-in frequency, and update the version of agent software that resides on managed machines.
Note: You can download an Agent Configuration and Deployment PDF from the first topic of online help.

Functions
Agent Status (page 32) Agent Logs (page 34)

Description
Displays active user accounts, IP addresses and last check-in times. Displays logs of:

Agent system and error messages Execution of agent procedures, whether successful or failed. Configuration changes made by a user. Send/receive data for applications that access the network. Application, System, and Security event log data collected from managed machine. Alarm log Remote control log Log monitoring
Log History (page 36) Event Log Settings (page 36) Deploy Agents (page 39) Create (page 50) Delete (page 53) Rename (page 55) Change Group (page 56) LAN Watch (page 57) Specifies how long to store log data. Specifies event log types and categories included in event logs. Creates agent install packages for installing agents on multiple machines. Creates machine ID accounts and/or install packages for installing agents on single machines. Deletes machine ID accounts. Renames existing machine ID accounts. Reassigns machines to a different machine group or subgroup. Uses an existing agent on a managed machine to periodically scan the local area network for any and all new devices connected to that LAN since the last time LAN Watch ran. Installs the agent on a remote system and creates a new machine ID / group ID account for any new PC detected by LAN Watch. Displays the results of the latest LAN Watch scan.

Install Agents (page 61)

View LAN (page 64)

View AD Computers (page Lists all computers listed in an Active Directory when LAN 64) Watch runs on a system hosting Active Directory. Installs agents on AD machines. View AD Users (page 66) Lists all Active Directory users discovered by LAN Watch when LAN Watch runs on a system hosting Active Directory. Creates VSA users from AD users.

Agent
View vPro (page 69) Copy Settings (page 70) Import / Export (page 71) Displays hardware information about vPro-enabled machines discovered while running LAN Watch. Mass copies settings from one machine account to other machine accounts. Imports and exports agent settings, including scheduled agent procedures, assigned monitor sets, and event sets, as XML files. Suspends all agent operations, such as agent procedures, monitoring, and patching, without changing the agent's settings. Customizes the agent menu on managed machines. Controls agent check-in frequency on agent machines. Sets the path to a directory used by the agent to store working files. Edits machine account information. Sets up accounts to allow machine users remote control access to their own machines. Sets a logon credential for the agent to use in Patch Management, the Use Credential procedure command, Endpoint Security, and Desktop Policy and Migration. Updates the agent software on managed machines. Prevents unauthorized access to files on managed machines by rogue applications or users. Lets you approve or deny network access on a per application basis.

Suspend (page 72)

Agent Menu (page 73) Check-In Control (page 75) Working Directory (page 78) Edit Profile (page 79) Portal Access (page 81) Set Credential (page 82)

Update Agent (page 84) File Access (page 85) Network Access (page 87)

Application Blocker (page Application blocker prevents any application from running 89) on a managed machine.

Agents
The VSA manages machines by installing a software client called an agent on a managed machine. The agent is a system service that does not require the user to be logged on for the agent to function and does not require a reboot for the agent to be installed. The agent is configurable and can be totally invisible to the user. The sole purpose of the agent is to carry out the tasks requested by the VSA user. Once installed: An agent iconfor example the agent icondisplays in the system tray of the managed machine. Agent icons (page 25) can be custom images or removed altogether. Each installed agent is assigned a unique VSA machine ID / group ID / organization ID (page 604). Machine IDs can be created automatically at agent install time or individually prior to agent installation. Each installed agent uses up one of the available agent licenses purchased by the service provider. Agents are typically installed using packages created using Agent > Deploy Agents (page 39) inside the VSA. Multiple agents (page 46) can be installed on the same machine, each pointing to a different server. A check-in icon (page 16) displays next to each machine ID in the VSA, displaying the overall status of the managed machine. For example, the check-in icon indicates an agent is online and the user is currently logged on.

24

 Clicking a check-in icon displays a single machine interface for the managed machine called Live Connect (page 17). Live Connect provides instant access to comprehensive data and tools you need to work on that one machine. Hovering the cursor over a check-in icon displays an agent quick view window (page 389) immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent quick view window.

Agent Icons
Once installed on a machine, the agent displays an icon in the computer's system tray. This icon is the machine user's interface to the agent. The icon may be disabled at the discretion of the VSA user using the Agent > Agent Menu (page 73) page.
Note: You can fully customize agents icon using System > Site Customization. See Creating Custom Agent Icons (page 439). This includes unique icons for Macintosh and Linux machines.

Agent Icon Background is Blue

When the agent is running and successfully checking into the VSA, the agent icon's background is blue.

Note: Double clicking the agent icon displays the Portal Access Welcome Page (page 608).

Agent Icon Background is Grey

A running agent that can not check into the VSA displays a gray icon. This indicates that either the network connection is down or the agent is pointed at the wrong address for the VSA.

If the agent icon is gray check the following: 1. Verify this machine has internet access. 2. Check to see if there is a firewall blocking the outbound port used by the agent to connect to the VSA. The default is port 5721. 3. Verify this machine account's Check-in Control (page 75) settings are correct. 4. Manually set the VSA server address in the agent by right clicking the agent menu, selecting Set Account..., and filling in the form with the correct address.

Agent

Agent Icon Background is Red

The agent icon turns red when a machine user manually disables remote control. VSA users prevent anyone from remote controlling their machine by selecting Disable Remote Control when they right click the agent menu.

Agent Icon Background Flashes between White and Blue

The agent icon flashes between a white background and its normal background when a message is waiting to be read. Clicking the icon displays the message.

Note: See Remote Control > Send Message (page 379) for an explanation of how to set up the sending of messages.

Agent Menu Options

Right clicking the agent icon pops up a menu of options available to the machine user.

Note: See Agent > Agent Menu (page 73) for a description of how to turn these options on or off.

Disabling the Agent Menu

VSA users may completely disable the agent menu (page 73) and remove the icon from the machine's desktop.

Machine ID / Machine Group Filter

Machine ID / Machine Group Filter Each agent (page 596) installed on a managed machine is assigned a unique machine ID / group ID / organization ID. All machine IDs belong to a machine group ID and optionally a subgroup ID. All machine group IDs belong to an organization ID. An organization typically represents a single customer account. If an organization is small, it may have only one machine group containing all the machine IDs in that organization. A larger organization may have many machine groups and subgroups, usually organized by location or network. For example, the full identifier for an agent installed on a managed machine could be defined as jsmith.sales.chicago.acme. In this case sales is a subgroup ID 26

within the chicago group ID within the organization ID called acme. In some places in the VSA, this hierarchy is displayed in reverse order. Each organization ID has a single default machine group ID called root. Group IDs and subgroup IDs are created using the System > Orgs/Group/Depts/Staff > Manage > Machine Groups (page 417) page.

Filtering Views

The Machine ID / Machine Group filter is available on all tabs and functions. It allows you to limit the machines displayed on all function pages. The View Definitions window lets you further refine a machine ID / machine group filter based on attributes contained on each machinefor example, the operating system type. Once filter parameters are specified, click the Apply button to apply filter settings to all function pages. By default, the Machine ID / Group ID filter displays all machine IDs in <All Groups> managed by the currently logged on VSA user.
Note: Even if a VSA user selects <All Groups>, only groups the VSA user is granted access to using System > User Security > Scopes (page 412) are displayed.

Machine ID
Limits the display of data on all function pages by machine ID string. Include an asterisk (*) wildcard with the text you enter to match multiple records. For example, entering the string ABC* limits the display of machine IDs on all function pages to machine IDs that start with the letters ABC.

Apply
Click the Apply button to apply filter settings to all function pages.

Machine Group
Limits the display of data on all function pages by group ID or organization. An organization with only one machine group only displays the machine group in the Machine Group drop-down list, not the organization. Organizations with multiple machine groups display both the organization and all machine groups for that organization. This allows the organization to be optionally selected to include all the machine groups.

View
Change views by selecting a different view definition. The View Definitions window lets you further refine a machine ID / machine group filter based on attributes contained on each machinefor example, the operating system type.

Edit...
Click the Edit... button to display the View Definitions (page 28) page.

Reset
Clears all filtering.

Go to
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Agent

Show
Select the number of machines IDs displayed on each page.

(Machine Count)
Shows the machine count, based on filter settings.

View Definitions
Machine ID / Group ID Filter > Edit... The View Definitions window lets you further refine a machine ID / machine group filter based on attributes contained on each machinefor example, the operating system type. You can create and name multiple views. View filtering is applied to all function pages by selecting a View from the drop-down list on the machine ID / machine group filter (page 26) panel and clicking the Apply icon.

Header Options
Save - Save the selected view. Save As - Save the selected view view to a new name. Delete - Delete the selected view. Select View - Select a view. Edit Title - Edit the title of a view. Share... - You can share (page 414) a view with selected VSA users and user roles or make the view public for all VSA users and user roles.

To Create or Edit a New View

1. Click the Edit... button to the right of the View drop-down list in the machine ID / group ID filter panel to open the View Definitions editor. 2. Click the Save As button and enter a name for a new view. 3. Enter the desired filter specifications. 4. Click the Save button.

View by Machine ID
Set machine ID - Checking this box overrides any value set for the Machine ID field on the Machine ID / Group ID filter panel with the value entered here. The Machine ID field on the Machine ID / Group ID filter panel is disabled to prevent inadvertent changes while displaying a view with Set machine ID selected. Set group ID - Checking this box overrides the Group ID filter on the Machine ID / Group ID filter panel with the value entered here. The Group ID field on the Machine ID / Group ID filter panel is disabled to prevent inadvertent changes while displaying a view with Set group ID selected. Only show selected machine IDs - Save a view first before selecting machines IDs using this option. Once the view is saved, a <N> machines selected link displays to the right of this option. Click this link to display a Define Collection window, which allows you to create a view using an arbitrary collection (page 600) of machine IDs.

View by Network Status and Address

Show machines that have / have not / never been online in the last N periods - Check to list those machines whose agents have checked into the KServer, or not, within the specified period of time. Use the never option to filter machine ID template (page 604) accounts, because these accounts never check in. Show machines that are suspended / not suspended - Check to list machines that are suspended or are not suspended.

28

 Show machines that have/have not rebooted in the last N periods - Check to list machines that have not rebooted in the specified number of periods. Machines with Credential status - Check to list machines with the selected credential (page 601) status. Connection gateway filter - Check to only list machines that have a connection gateway matching the specified filter. Include an asterisk (*) wildcard with the text you enter to match multiple records. For example 66.221.11.* matches all connection gateway addresses from 66.221.11.1 through 66.221.11.254. IP address filter - Check to only list machines that have an IP address matching the specified filter. Include an asterisk (*) wildcard with the text you enter to match multiple records. For example 66.221.11.* matches all IP addresses from 66.221.11.1 through 66.221.11.254.

View by Operating System

OS Type - Check to only list machines that match the selected operating system as reported by a Latest Audit. OS Version - Check to only list machines that match the OS version string as reported by a Latest Audit. Use this filter to identify machines by service pack.

View Machines Based on Procedure History/Status

With agent procedure scheduled/not scheduled - Check to only list machines that have the specified agent procedure either scheduled to run or not.
Note: Click the select agent procedure link to specify the agent procedure by name.

Last execution status success/failed - Check to only list machines that have already executed the selected agent procedure. Select the appropriate radio button to list machines that successfully executed the agent procedure or failed to execute the agent procedure. Agent procedure has/has not executed in the last N days - Check to only list machines that have or have not executed the agent procedure in the specified period of time.

View Machines by Application

Contains/Missing application - Check to only list machines that have, or don't have, an application installed using the specified filter. Include an asterisk (*) wildcard with the text you enter to match multiple records. Version string is > < = N - Check to further refine the application filter with a version number greater than, less than or equal to a specified value. Show Machines with teh following module installed Anti-Malware Antivirus

View Machines by Patch Update

Show/Hide members of patch policy - Checking this box works together with the machine ID and group ID filters to only list specific machines belonging (Show) or not belonging (Hide) to a specific patch policy (page 607). Machines that have no patch scan results (unscanned) - Check to only list machines that have not been scanned for missing patches. Machines missing greater than or equal to N patches - Check to only list machines missing a specified number of Microsoft patches. Use Patch Policy - Check to only list machines missing a specified number of approved missing Microsoft patches. Patch scan schedule / not schedule - Check to only list machines with either a patch scheduled or not scheduled. Last execution status for patch scan success / failed - Check to only list machines whose patch scan succeeded or failed.

Agent Patch scan has / has not executed in the last <N> <periods> - Check to only list machines whose patch scan has or has not executed within a specified time period. Machines with Reboot Pending for patch installations - Check to only list machines with a reboot pending for patch installations. Machines with Patch Test Result - Check to only list machines with the selected patch test result. Machines with Patch Automatic Update configuration - Check to only list machines with the selected Automatic Update (page 321) configuration. Machines with Patch Reboot Action configuration - Check to only list machines with the selected Reboot Action (page 341) configuration. Machines with Patch File Source configuration - Check to only list machines with the selected patch File Source (page 344) configuration. Machines missing a specific patch (identified by the patch's 6 digit KB Article ID) - Check to only list machines missing a specific patch.

View Machines by Agent Data

Advanced Agent Data Filter - Check and click the Define Filter... button to further refine the view using the Filter Aggregate Table (page 30).
Warning: You must enter a space character to separate the operator from the data in a filter entry. For example, the filter entry >= 500 includes a space character just after the equal sign.

View Machines Monitoring Sets Assigned

Only show machines with monitorset assigned <Select a Monitorset> - Select to list all machines assigned this monitor set. Only show machines with monitorset assigned <Select a SNMPset> - Select to list all machines assigned this SNMP set.

Filter Aggregate Table

Machine ID / Group ID Filter > Edit... > Define Filter... The Filter Aggregate Table lists over 75 agent and managed machine attributes that can be used to further refine a view definition using advanced filtering (page 30).
Note: Collections (page 600) provide an alternate method of selecting machine IDs for a view definition (page 28), regardless of whether they share any attributes.

User Defined Attributes

You can add user defined attributes to the Filter Aggregate Table using the Audit > System Information (page 140) page, then create view definitions that select machine IDs based on these user defined attributes.

Advanced Filtering
Advanced filtering lets you design complex searches to isolate data to just those values you want. Enter filter strings into the same edit fields you enter filter text.
Warning: You must enter a space character to separate the operator from the data in a filter entry. For example, the filter entry >= 500 includes a space character just after the equal sign.

Advanced filtering supports the following operations:

White Space
To search for white space in a string, enclose the string in double quotes.

30

For example: "Microsoft Office*" OR "* Adobe *"

Nested operators
All equations are processed from left to right. Use parenthesis to override these defaults. For example: (("* adobe " OR *a*) AND *c*) OR NOT *d* AND < m

AND
Use the logical AND operator to search for data that must contain multiple values but can appear in different places in the string. For example: Microsoft* AND *Office* returns all items that contain both Microsoft and Office in any order.

OR
Use the logical OR operator to search for data that may contain multiple values but must contain at least one. For example: *Microsoft* OR *MS* returns all items that contain either Microsoft and MS in any order.

NOT
Search for a string not containing the match data. For example: NOT *Microsoft* returns all non-Microsoft applications. For example: NOT *hotfix* AND NOT *update* returns all items that do not contain either the strings hotfix or update.

<, <= (Less than or less than or equal to)

Returns all data whose value is numerically less than, if a number. If this is alphabetic data then it returns all strings appearing earlier in the alphabet. For example: < G* returns all applications starting with a letter less than "G". For example: < 3 returns all values numerically less than "3".

Note: Dates may also be tested for but must be in the following format: YYYYMMDD HH:MM:SS where YYYY is a four digit year, MM is a two digit month (01 to 12), DD is a two digit day (01 - 31), HH is a two digit hour (00 - 23), MM is a two digit minute (00 - 59), and SS is a two digit second (00 - 59). HH:MM:SS is optional. Date and time are separated with a space. For example: < 20040607 07:00:00 or < "20040607 07:00:00" returns all dates earlier than 7:00 on 7 June 2004. Ensure a space exists after the < operator.

>, >= (Greater than or greater than or equal to)

Returns all data whose value is numerically greater than, if a number. If this is alphabetic data then it returns all strings appearing after it in the alphabet. For example: > G* returns all applications starting with a letter greater than "G". For example: > 3 returns all values numerically greater than "3".

Agent

Agent Status
Agent > Agent Status
Agent status alerts can be defined using Monitoring > Alerts > Agent Status (page 225).

The Agent Status page provides a summary view of a wide variety of agent data. You may choose all the data columns yourself to fully customize the view. Column and filter selections apply to each VSA user individually. Paging rows can be sorted by clicking column heading links. User defined columns of information can be added using the Audit > System Information (page 140) page. Once added, you can display them on this page and in the Aggregate Table report. You can filter the display of machine IDs on any agent page using the Show machines that have / have not / never been online in the last N periods option in View Definitions (page 28).

Select Columns...
Specify which columns of data to display and the order to display them in.

Filter...
Click Filter... to display a Filter Aggregate Table. Enter strings to filter the display of rows in the paging area. For example, to search for the machine ID that "jsmith" is logged on to, enter jsmith in the edit box next to Current User. Include an asterisk (*) wildcard with the text you enter to match multiple records.

Reset Filter
Displays only if an advanced filter is set. Click Reset Filter to clear all filter strings.

Agent Status 2
Column Definitions
Columns are described in the default order they display on this page. Machine ID - Machine ID label used throughout the system. Current User - Logon name of the machine user currently logged into the machine (if any). Last Reboot Time - Time of the last known reboot of the machine. Last Checkin Time - Most recent time when a machine checked into the KServer. Group ID - The group ID portion of the machine ID. First Checkin Time - Time when a machine first checked into the KServer. Time Zone - The time zone used by the machine. Computer Name - Computer name assigned to the machine. Domain/Workgroup - The workgroup or domain the computer belongs to. Working Directory - The directory on the managed machine the agent uses to store temporary files. DNS Computer Name - The fully qualified DNS computer name for the machine, which comprises the computer name plus the domain name. For example: jsmithxp.acme.com. Displays only the computer name if the machine is a member of a workgroup. Agent GUID - A unique identifier for a machine ID.group ID account and its corresponding agent. Operating System - Operation system type the machine is running. OS Version - Operation system version string. IP Address - IP address assigned to the machine, in version 4 format.

32

 Subnet Mask - Networking subnet assigned to the machine. Default Gateway - Default gateway assigned to the machine. Connection Gateway - IP address seen by the KServer when this machine checks in. If the machine is behind a DHCP server, this is the public IP address of the subnet. Country - The country associated with the Connection Gateway. IPv6 Address - IP address assigned to the machine, in version 6 format. MAC Address - MAC address of the LAN card used to communicate with the KServer. DNS Server 1, 2 - IP address of the DNS servers assigned to the machine. DHCP Server - The IP address of the DHCP server used by this machine. Primary/Secondary WINS - WINS settings. CPU Type - Processor make and model. CPU Speed - Clock speed of the processor. CPU Count - The number of CPUs. RAM Size - MBytes of RAM on the machine. Agent Version - Version number of the Kaseya agent loaded on the machine. Last Logged In User - Logon name of the last person to log into the machine. Portal Access Logon - Logon name given to a machine user for logging into the KServer. Portal Access Remote Control - Enabled if this machine user can log in and get remote control access to their own machine from another machine. Disabled if access is denied. Portal Access Ticketing - Enabled if this machine user can log in and enter trouble tickets. Disabled if access is denied. Portal Access Chat - Enabled if this machine user can initiate chat sessions with a VSA user. Disabled if access is denied. Primary/Secondary KServer - IP address / name the machine uses to communicate with the KServer. Quick Checkin Period - Quick check in (page 600) time setting in seconds. Contact Name - Machine user name entered in Edit Profile (page 79). Contact Email - Email address entered in Edit Profile. Contact Phone - Phone number entered in Edit Profile. Contact Notes - Notes entered in Edit Profile. Manufacturer - System manufacturer. Product Name - System product name. System Version - Product version number. System Serial Number - System serial number. Chassis Serial Number - Serial number on the enclosure. Chassis Asset Tag - Asset tag number on the enclosure. External Bus Speed - Motherboard bus speed. Max Memory Size - Max memory size the motherboard can hold. Max Memory Slots - Total number of memory module slots available. Chassis Manufacturer - Manufacturer of the enclosure. Chassis Type - Enclosure type. Chassis Version - Enclosure version number. Motherboard Manufacturer - Motherboard manufacturer. Motherboard Product - Motherboard product ID. Motherboard Version - Motherboard version number. Motherboard Serial Num - Motherboard serial number. Processor Family - Processor type installed.

Agent Processor Manufacturer - Processor manufacturer. Processor Version - Processor version ID. CPU Max Speed - Max processor speed supported. CPU Current Speed - Speed processor is currently running at. vPro-Host Name - The name of the vPro-enabled machine set by vPro configuration. vPro-Computer Name - The name of the vPro-enabled machine set by the operating system. vPro-Model - The model of the vPro-enabled machine. vPro-Manufacturer - The manufacturer of the vPro-enabled machine. vPro-Version - The version of the vPro-enabled machine. vPro-Serial Number - The serial number of the vPro-enabled machine. vPro-Asset Number - An asset management identifier assigned to the vPro-enabled machine. vPro-Motherboard Manufacturer - The manufacturer of the motherboard of the vPro-enabled machine. vPro-Motherboard Product Name - The product name of the motherboard of the vPro-enabled machine. vPro-Motherboard Version - The version number of the motherboard of the vPro-enabled machine. vPro-Motherboard Serial Number - The serial number of the motherboard of the vPro-enabled machine. vPro-Motherboard Asset Tag - An asset management identifier assigned to the motherboard of the vPro-enabled machine. vPro-Bios Vendor - The vendor of the BIOS of the vPro-enabled machine. vPro-Bios Version - The version of the BIOS of the vPro-enabled machine. vPro-Bios Release Date - The BIOS release date of the vPro-enabled machine.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Agent Logs
Agent > Agent Logs The Agent Logs page displays log data related to managed machines. There are corresponding log reports (page 149) for each type of log provided.
Note: The system automatically limits the number of log entries per log type per machine to 1000. Once the limit has been reached, log entries exceeding the limit are archived, if archiving is enabled, and deleted from the system. The archive option is set in Log History (page 36).

34

Machine ID
Click the hyperlink of a machine ID to list all logs for that machine ID.

Select Log
Select a log from the Select Log drop-down list. The types of logs available include: Alarm Log - Lists all alarms triggered for the selected machine. Monitor Action Log - The log of alarm conditions (page 597) that have occurred and the corresponding actions, if any, that have been taken in response to them.
Note: A counter value of -998 in the monitor logs indicates the monitor set is returning no data. Check that the the Performance Logs & Alerts service in Windows is running. This is a pre-requisite for monitoring of performance counters.

Agent Log - Displays a log of agent, system, and error messages. Configuration Changes - Displays VSA settings changes for the selected machine Network Statistics - Displays a log of send/receive data for network applications.
Note: This log requires the Audit > Network Access (page 87) driver be enabled. This driver inserts itself into the TCP/IP stack to measure TCP/IP-protocol-based network traffic by application. The driver is disabled by default.

Event Logs - Displays event log data collected by Windows. Not available for Win9x. Only event logs that apply to the selected machine display in the event log drop-down list. A monitor wizard icon displays next to event log entries in the VSA and in Live Connect. Hovering the cursor over the monitor wizard icon of a log entry displays a wizard. The wizard enables you to create a new event set criteria based on that log entry. The new event set criteria can be added to any new or existing event set. The new or changed event set is immediately applied to the machine that served as the source of the log entry. Changing an existing event set affects all machines assigned to use that event set. See Event Log Alerts (page 254) for a description of each field shown in the wizard. The monitor wizard icon displays in Live Connect > Event Viewer, Live Connect > Agent Data > Event Log and Agent > Agent Logs (page 34). Agent Procedure Log - Displays a log of successful/failed agent procedures. Remote Control Log - Displays a log of successful/failed remote control sessions. Log Monitoring - Displays Log Monitoring (page 603) entries.

Events per Page

Select the number of rows displayed per page.

Start Date / End Date / Refresh

Select a range of dates to filter log data, then click the Refresh button.

Filter...
Applies to Event Logs only. Click Filter... to restrict the amount of data displayed. You can specify a different advanced filter for each event category and column of data displayed.

Apply event log filter

Applies to Event Logs only. The event log filter includes options defined using the Filter... button. If Applied event log filter is checked, filtering is applied.

Agent

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Log History
Agent > Log History The Log History page determines the number of days to store log data in the database on a per log basis for each machine ID. Log data is displayed using Agent Logs (page 34) or printed to a report using Info Center > Reporting > Logs. This page also determines whether agent log data is subsequently archived to text files located on a network directory. The directory is specified using System > Configure (page 420). Changes made using this page take effect at the next agent check-in and display in red text until then. Log Settings can also be maintained using the Agent Settings tab of Live Connect (page 384) > Agent Data or the Machine Summary (page 137) page. System > Check-in Policy (page 399) can restrict the number of days users can keep log entries, to avoid placing undue stress on servers running the KServer service. These settings default from the agent install package. Agent install packages are created using Agent > Deploy Agent (page 39).

Estimating Database Sizing Requirements

The more data you log, the larger your database grows. Database sizing requirements can vary, depending on the number of agents deployed and the level of logging enabled. To estimate database sizing requirements for log data, create a dump of your database's nteventlog table. Determine how much data is being logged per day, then use that to predict the amount of extra space required to extend the log retention period.

Set days to keep log entries, check to archive to file

Set the number of days to keep log data for each type of log. Check the checkbox for each log to archive log files past their cutoff date. Configuration Changes - The log of configuration changes made by each user. Network Statistics - The log of incoming and outgoing packet count information and the application or process transmitting and/or receiving such packets. This information can be viewed in detail using Agent > Agent Logs (page 34) > Network Statistics. Agent Procedure Log - Displays a log of successful/failed agent procedures. Remote Control Log - Displays a log of remote control events. Alarm Log - The log of all alarms issued. Monitor Action - The log of alarm conditions that have occurred and the corresponding actions, if any, that have been taken in response to them. SYS log - The log of all System Check (page 271) external systems.
Note: All agent log archives listed above are stored in the directory specified by the System > Configure (page 420) > Log file archive path field.

Set days to keep monitoring logs for all machines

The following monitoring log settings are applied system-wide.

36

 Event Log - The log of all events. The events collected are specified in more detail using Agent > Event Log Settings (page 37). Monitor Log - The log of data collected by monitoring sets. SNMP Log - The log of all data collected by SNMP sets. Agent Log - The log of agent, system, and error messages
Note: Monitoring data log archivesidentified on the Agent > Log History (page 36) pageare stored in the <KaseyaRoot>\UserProfiles\@dbBackup directory. This is to improve performance on systems where the database is on a different server. All other agent log archives are stored in the directory specified by the System > Configure (page 420) > Log file archive path field.

Set All Days

Click Set All Days to set all "day" fields to the same setting.

Select All Archive / Unselect All Archive

Click the Select All Archive link to check all archive checkboxes on the page. Click the Unselect All Archive link to uncheck all archive checkboxes on the page.

Update
Click Update to update selected machine IDs with agent log settings.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Event Log Settings

Agent > Event Log Settings The Event Log Settings page specifies the event log (page 601) types and categories included in the Log History (page 36). Event logs must be enabled for a machine ID before event log alerts can be configured for that machine ID using Monitoring > Event Log Alerts (page 254). The list of event log types available on this page can be updated using Monitor > Update Lists by Scan (page 206).

Agent To specify Event Log Settings: 1. Click an event log type in the Event Log Types list box. Hold down the [Ctrl] key to click multiple event log types. 2. Click Add > to add event log types to the Assigned Event Types list box. Click << Remove or << Remove all to remove event log types from the Assigned Event Types list box. 3. Check one or more event categories: Error, Warning, Information, Success Audit, Failure Audit, Critical, Verbose. 4. Select one or more machine IDs. 5. Click Update or Replace to apply these settings to selected machine IDs.

Global Event Log Black Lists

Each agent processes all events, however events listed on a "black list" are not uploaded to the VSA server. There are two black lists. One is updated periodically by Kaseya and is named EvLogBlkList.xml. The second one, named EvLogBlkListEx.xml, can be maintained by the service provider and is not updated by Kaseya. Both are located in the \Kaseya\WebPages\ManagedFiles\VSAHiddenFiles directory. Alarm detection and processing operates regardless of whether entries are on the collection blacklist.

Flood Detection
If 1000 eventsnot counting black list events (page 602)are uploaded to the KServer by an agent within one hour, further collection of events of that log type are stopped for the remainder of that hour. A new event is inserted into the event log to record that collection was suspended. At the end of the hour, collection automatically resumes. This prevents short term heavy loads from swamping your KServer. Alarm detection and processing operates regardless of whether collection is suspended.

Update
Adds event log types listed in the Assigned Event Types list box to the set of event log types already assigned to selected machine IDs.

Replace
Replaces all event log types assigned to selected machine IDs with the event log types listed in the Assigned Event Types list.

Clear All
Clears all event log types assigned to selected machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled 38

The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Delete Icon
Click the delete icon to delete this record.

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Assigned Categories
The event categories stored by the VSA for this machine ID and event log: Error Warning Information Success Audit Failure Audit Critical - Applies only to Vista, Windows 7 and Windows Server 2008 Verbose - Applies only to Vista, Windows 7 and Windows Server 2008

Deploy Agents
Agent > Deploy Agents The Deploy Agent page creates and distributes an agent install package to multiple machines. Use Agent > Create (page 50) to create a machine ID account and agent install package in two separate steps and apply them to a single machine. You can also use Create to create machine ID templates (page 604) or re-install an agent for an existing machine ID. Use Install Agents (page 61) to install agents on remote systems.
Note: See System Requirements for a list of operating systems agents can be installed on. Note: See the PDF quick start guide, Agent Configuration and Deployment. This and other resources are listed in the first topic of online help. Note: An agent is automatically installed on the Kserver. You can click the check-in icon for this agent to initiate a Live Connect (page 384) session with the Kserver.

Machine IDs vs. Agents

When discussing agents it is helpful to distinguish between the machine ID / group ID / organization ID (page 604) and the agent (page 596). The machine ID / group ID / organization ID is the account name for a managed machine in the VSA database. The agent is the client software installed on the managed machine. A one-to-one relationship exists between the agent on a managed machine and its account name on the VSA. Tasks assigned to a machine ID by VSA users direct the agent's actions on the managed machine.

Machine ID Templates
Machine ID template is a machine ID record without an agent. Since an agent never checks into a

Agent machine ID template account, it is not counted against your total license count. You can create as many machine ID templates as you want without additional cost. When an agent install package is created, the package's settings are typically copied from a selected machine ID template. Machine ID templates are usually created and configured for certain types of machine. Machine type examples include desktops, Autocad, QuickBooks, small business servers, Exchange servers, SQL Servers, etc. A corresponding install package can be created based on each machine ID template you define. Create machine ID templates using Agent > Create (page 50). Import a machine ID template using Agent > Import/Export (page 71). Base an agent install package on a machine ID template using Agent > Deploy Agents (page 39). Copy selected settings from machine ID templates to existing machine ID accounts using Agent > Copy Settings (page 70). Identify the total number of machine ID template accounts in your VSA using System > Statistics (page 433). Configure settings for the machine ID template using the standard VSA functions, just as you would a machine ID account with an agent. Separate machine ID templates are recommended for Windows, Macintosh and Linux machines. Alternatively you can create a package that selects the appropriate OS automatically and copy settings from a template that includes an agent procedure that uses OS specific steps.

Install Filenames
The full filename for a Windows agent install package is KcsSetup.exe. The full filename for a Macintosh agent install package is KcsSetup.app. KcsSetup.app is downloaded as a KcsSetup.zip which contains KcsSetup.app inside a folder titled Agent. Click the KcsSetup.zip file to expand it, click the Agent folder, then click the KcsSetup.app file to execute it.

Using the Wizard

The Deploy Agents install package is created using a Configure Automatic Account Creation wizard. The wizard copies agent settings from an existing machine ID or machine ID template and generates an install package called KcsSetup. All settings and pending agent procedures from the machine ID you copy fromexcept the machine ID, group ID, and organization IDare applied to every new machine ID created with the package.

Including Credentials in Agent Install Packages

If necessary, an agent install package can be created that includes an administrator credential (page 601) to access a customer network. Credentials are only necessary if users are installing packages on machines and do not have administrator access to their network. The administrator credential is encrypted, never available in clear text form, and bound to the install package.

Editing Existing Install Packages

Typically an existing Deploy Agents install package is edited just before re-distribution. The most common changes made to an install package are: Pre-selecting an organization ID, group ID or sub-group ID. Assigning a credential, if necessary. Once edited, the install package can be re-created and distributed to the specific customer and location it is intended for.

Distribution Methods
Once created, you can use the following methods to distribute an agent install package: Logon Windows - Set up an NT logon procedure to run the install package every time a user logs into the network. See ystem requirements.

40

 Macintosh - Set up an Mac OS X Login Hook Procedure to run the install package every time a user logs into the network. See Apple KB Article HT2420 (http://support.apple.com/kb/HT2420). Procedure 1. Create the deployment package using the Agent > Deploy Agents wizard. The KcsSetup installer skips installation if it detects an agent is already on a machine if the /e switch is present in the installer package. You will probably want to select the silent install option. It may be necessary to bind a administrator credential if users running the logon procedure don't have user rights. 2. Download the appropriate KcsSetup installer package using the dl.asp page and copy it to a network share which users can execute programs from. 3. Add KcsSetup with its network path to the logon procedure. Email - Email KcsSetup to all users on the network. Download the appropriate install package from the Deploy Agents page, then attach it to an email on your local machine. You can also copy and paste the link of the default install package into an email message. Include instructions for launching the package, as described in the Manual bullet below. LAN Watch - Users can discover newly added machines during a LAN Watch (page 57) and subsequently install agents remotely using the Agent > Install Agents (page 61) page. Active Directory - Run LAN Watch on an Active Directory machine. From then on, Windows agents can be installed automatically on Windows machines as soon as users logon using Active Directory. See View AD Computers (page 64) and View AD Users (page 66). Macintosh and Linux are not supported. Manual - You can instruct users to download an install package agent from the http://<VSA_Address>/dl.asp website to their target machines. If more than one install package is displayed on the website, instruct users which package should be selected. Users can execute the KcsSetup installer using any of the following methods: Windows Double click KcsSetup to launch it. Open a command line window and type KcsSetup followed by any desired command line switches (page 44). Select Run... from the Windows Start menu and type KcsSetup followed by any desired command line switches. Macintosh and Linux Double click KcsSetup to launch it. Open a terminal process, navigate to where KcsSetup is located and launch KcsSetup.
Note: For Macintosh, command line switches (page 44) can only be used when creating the agent install package. Note: For Linux, see Installing Linux Agents (page 48) for more detailed instructions.

Default User Install Packages

Each user can specify their own default install package by selecting the Set Default radio button to the left of the package name. Users can download their own default agent immediately by selecting the Click to download default Agent link on the Deploy Agents page.

Unique ID Number
You can tell users which install package to download by referencing the install package's unique ID number. Example: http://<VSA_Address>/dl.asp?id=123. The default install package is

Agent displayed with its unique ID number in the header of the Deploy Agents page.

Assigning New Machine IDs to Machine Group by IP Address

Maintaining multiple agent install packages in Agent > Deploy Agents (page 39), one for each organization, can be time consuming. Instead some server providers use a single agent package for the unnamed organization and perform all installs using this package. System > Naming Policy (page 401) can reassign new agents to the correct organization.group ID automaticallythe first time the agents check inbased on each managed machines IP or connection gateway. Agent > Copy Settings (page 70) may be used afterwards, to manually copy specific kinds of agent settings by machine ID template (page 604) to the type of machine revealed by the initial audit.

Automatic Account Creation

You must have automatic account creation enabled using System > Check-in Policy (page 399) to automatically create a machine ID account when a Deploy Agents package is installed.

Operating System Selection

Agent packages can be created to install agents on machines running either Windows, Macintosh, or Linux operating systems, or to automatically choose the type of operating system of the downloading computer.

Create Package
Click Create Package to start a Configure Automatic Account Creation wizard where you can specify all configuration parameters for the install package. The wizard is a 7 step process. 1. Define rules for naming the machine ID. Prompt the user to enter a machine ID. Use the computer name as the machine ID. Set the user name of the currently logged on user as the machine ID. Specify a fixed machine ID for this install package. 2. Define rules for naming the group ID. Existing Group - Select an existing group ID from a drop-down list. Domain Name - Uses the user's domain name. New Group - Specify a new group ID. This option only displays for master role users (page 612). Prompt User - Asks user to enter a group ID. This option only displays for master role users (page 612). 3. Specify agent install package command line switches (page 44) including the ability to install silently without any task bars or dialog boxes (page 609). 4. Specify the machine ID to copy settings and pending agent procedures from. All copied settings and pending agent proceduresexcept the organization ID, machine ID, and group IDare applied to every new machine ID created with the package.
Note: The statement Copy settings from unknown.root.unnamed if nothing selected is based on the machine ID or template selected by the Default Install package. See Editing the Default Install Package below.

5. Select the operating system you are creating the install package for: Automatically choose OS of downloading computer: Windows, Macintosh, or Linux. 6. Optionally bind a user logon credential to the install package. Fill in the Administrator Credential form to securely bind user rights to the install package. Users without administrator rights can install the package successfully without having to enter an administrator credential. If the administrator credential is left blank and the user does not have administrator rights to install software, the install package prompts the user to enter an administrator credential 42

during the install. If the package is also silent KcsSetup will fail without any dialog messages explaining this.
Note: Credentials are only necessary if users are installing packages on machines and do not have administrator access to their network.

7. Name the install package for easy reference later. This name displays on the Deploy Agents page and the dl.asp download page.

Updating the Agent Software

An agent install package always downloads a KcsSetup.exe that uses the latest version of the agent software available. Once the KcsSetup.exe file is created, its version of the agent software remains fixed within the exe. Consider replacing KcsSetup.exe files that were created a while ago, then stored in network locations or added to CDs for ease of distribution. Similarly, the version of agent software installed on machines always remains fixed, until you update them using the Update Agent (page 84) page.

Install Issues and Failures

See Install Issues and Failures (page 45) if an agent fails to install.

Editing the Default Install Package

The Default Install package sets the default values displayed when you create a new package. Normally the Default Install package cannot be modified. The Save button is disabled. To enable the Save button for the Default Install package, do the following as a master role user: 1. 2. 3. 4. 5. Click the Share button next to the Default Install package in Agent > Deploy Agents. Click Take Ownership. Check Allow other users to modify. Click Save. Click the edit icon next to the Default Install package.

The Save button will be enabled when you edit the Default Install package.
Note: If you delete the Default Install package, it is re-created immediately.

Click to download default Agent

Click this link to download the current VSA user's default package directly from this page.

Users can download agents from

Paste this hyperlink into an email message. The unique ID number ensures that when the link is clicked in the email message, the default install package is selected and downloaded. Set a different install package as the default to display the link for that install package.

Manage packages from all administrator

Check to display all packages created by all VSA users. Once a hidden package is displayed, you can use the package, make the package public or take ownership. This option only displays for master role users (page 612).

Set Default
Specify your own default install package by selecting the radio button to the left of the package name in the Set Default column.

Agent

Delete Icon
Click the delete icon to remove a package from the paging area. If you created the package, then this also deletes the package from the system and removes it for all VSA users.

Edit Icon
Click the edit icon next to a package to change parameters for that package using the Configure Automatic Account Creation wizard.

Package Name
Lists the name of the package.

Public Package
Public package rows display with a brown background. Private package rows display with a gray background.

Share
Click Share to share (page 414) a private package with other users, user roles or to make the package public.

List on dl.asp
Click the dl.asp link in the column header to display the web page machine users see when they install an agent on their machine. Check a box in this column to include its package in the list of available download packages on the dl.asp page.

Description
Displays the description of the package.

Agent Install Command Line Switches

Agent install command line switches for KcsSetup are case insensitive and order independent. Separate switches with an empty space. For example: KcsSetup /e /g=root.unnamed /c
Note: For Macintosh agents, command line switches can only be used when creating the agent install package.

/b - Reboot the system after installation completes. Agent installation requires a reboot in order to load its drivers. Use this switch on packages given to users that do not have rights to shut down the computer. /c - Use the computer name as the machine ID for the new account. If the computer name cannot be determined programmatically, the machine user is prompted to enter a machine ID. The exception is silent mode, /s, in which case the installation stops and an error is logged to the installation log. /d - Use the current domain name as the group ID for the new account. If the domain name cannot be determined programmatically, the machine user is prompted to enter the group ID. The exception is silent mode, /s, in which case the installation stops and an error is logged to the installation log. /e - Exit immediately if the installer detects that an agent is already installed. Use /e at the end of logon procedures. /k or /r overrides /e. /f "Publisher" - Specifies the full name of the service provider or tenant. Windows only. /g=xxx - Specifies the group ID to use for the new account. xxx must be an alpha-numeric string and can not contain spaces or punctuation marks. 44

/h - Display the help dialog box listing all the command line switches, unless the /s switch is set, in which case the application exits. /i - Ignore non-critical errors such as incorrect or indeterminate versions of WinSock2, or indeterminate versions of the OS, and force the installation to proceed. /j - Does not install an agent shortcut to the Start > All Programs menu. Windows only. /k - Displays a dialog box asking the user if it is OK to re-install when the agent is already detected on the machine. Without this switch, the installer exits if an agent is already present. /m=xxx - Specifies the machine ID to use for the new account. xxx must be an alpha-numeric string and can not contain spaces or any punctuation marks except period(.). /n = partitionId - Specifies the partition ID of the tenant partition (page 611) the installed agent/machine ID account is a member of. /o "Company Title" - Specifies the company title of the service provider or tenant. Windows only. /p "install_path" - Overrides the default installation path by specifying the full directory path, including drive letter, in which to install the agent. By default, the agent installation creates a directory named Program Files\Kaseya\Agent off the root of the drive on which Windows is installed. /r - Executes the installation program and re-installs the agent even if an agent is already on the machine. /s - Runs in silent mode. Suppresses all dialog boxes. /t "Title" - Specifies the title of any dialog windows shown to the machine user during installation. The default title is: "Kaseya Agent". /u - Uses the current machine user name as the machine ID for the new account. If the machine user name cannot be determined programmatically, the user is prompted to enter a machine ID. The exception is silent mode, /s, in which case the installation stops and an error is logged to the installation log. /w - Overwrites the existing configuration file with a configuration file included in the agent installation. Use with the /r switch to re-install an agent with new server settings. Intended for an existing agent that is attempting to connect to a server that no longer exists. /x - Disables remote control after successfully installing the agent. This option is ignored when updating or re-installing. Remote control of this machine can only occur after the user selects Enable Remote Control by right clicking the K icon on the system tray. /z Message - Specifies the message shown to the user when installation completes. The exception is silent mode, /s, in which case the installation completes and the status message is written to the installation log. The default message is: "The Agent has been installed successfully on your computer. /? = Display the help dialog box listing all the command line switches, unless the /s switch is set, in which case the application exits. Windows only.

Linux Only Install Switches

See Installing Linux Agents (page 48).

Install Issues and Failures

The following issues and failures can occur when installing agents: Invalid Credential - The credential (page 601) bound to the package must have administrator rights on the local machine. The agent installs as a system service requiring full administrator privileges to install successfully. The administrator name may be a domain user of the form

Agent domain\administrator or administrator@domain. On Vista, 7, and 2008 machines, ensure User Account Control (UAC) is disabled for the administrator rights credential being used. Domain Specified for a Machine Not in the Domain - If, in step 2 of package creation in Deploy Agent, the Domain Name option is selected and the computer is not part of a domain, an installation package will peg the CPU at 100% during install, but eventually install. Blocked by Anti-Virus Program - Some anti-virus programs may classify the agent installation as a security threat and block its execution. Blocked by Security Policy - Local or domain security policies may prevent access to the installation directory, typically by default the Program Files directory. Insufficient Licenses - The agent may be prevented from checking in the first time and creating an account if there are insufficient VSA licenses available. When this happens a gray K icon appears in the system tray just after the agent is installed on the machine and never turns blue. A tooltip displays when the cursor is placed over the gray agent icon and reports "'Machine ID.Group ID' not recognized by the KServer".

Macintosh
Macintosh agents cannot be deployed silently without a valid username and password.

Using Active Directory

These types of failures apply when an agent is installed using View AD Computers (page 64) or View AD Users (page 64): Port Blocked - Active Directory agent deployment will fail if the KServer assigned port is blocked by a firewall. Authentication Requirement for AD Imported Users - The domain controller that performs the authentication must have Authenticated users set as a member of Local Security policy - Access this computer from the network.

Installing Multiple Agents

Multiple agents can be installed on the same managed machine, each checking in to different KServers. Run the v6 agent installer from a different KServer and you will get an additional agent. Applies to Windows and Linux agents. Installing multiple Macintosh agents is not supported. A v6 agent can co-exist with other v6 agents. For Windows only: A v6 agent can co-exist with v5.1 or older agents. Any managed machine with a domain controller login procedure that runs the agent installer automatically must update the v5.1 or older KcsSetup file with the v6 agent. The v5.1 or older installer does not know about the newer v6 agent and will re-install even if the v6 agent is present.

Driver Usage - Windows Agents Only

If multiple agents are installed on a machine, only one agent at a time controls the drivers required to use File Access (page 85), Network Access (page 87), Application Blocker (page 89). These functions can only be performed by the agent controlling these drivers. Originally the first agent installed controls the drivers. If the first agent controlling the drivers is uninstalled, then these drivers are uninstalled as well and these three functions cannot be performed by any agent. These drivers are re-installed by either of the following events: Any of the existing agents on the machine are updated. The updated agent takes control of the drivers and can perform these three functions.

46

 A new agent is installed. The newly installed agent takes control of these drivers and can perform these three functions. To determine which agent has control of the drivers, see Registry below.

Identifying Agents on Managed Machines

When a Kaseya agent is installed, a unique identifier is created for the agent comprising the KServers 6 character customer ID and a randomly generated 14 digit number. This unique agent identifier, called the agent GUID, is used to create separate sub-folders to store agent program files, and as a sub-key for agent registry values. In the examples below, agents display specific information for the following placeholders: <GUID> - The agent instance GUID. <company> - The agent's install directory. <serveraddress> - The KServer address the agent checks into. <machineID.groupID.orgID> - The machine ID, group ID, and organization ID of the agent on the KServer. <shortcutname> - The name of the shortcut. Example: Kaseya Agent #2.

Shortcuts
When you move the mouse cursor over a Kaseya Agent shortcutfor example, a shortcut on the Windows Start Menua tool tip displays as: Start Agent service. (machine.GroupID:<machineID.groupID.orgID> Address:<serveraddress>) If you right click a shortcut, you'll also see this text in the comment field of the shortcut property page.

About Agent
Right click the K icon in the system tray of a managed machine and select the About Agent option to display the following information: Agent Version Server Address - <serveraddress> Product ID - <GUID> Program Title - <shortcutname>

Windows Agents Add/Remove

Agents display as follows: Kaseya Agent (<machineID.groupID.orgID> - <serveraddress>) Kaseya Agent #2 (<machineID.groupID.orgID> - <serveraddress>) Kaseya Agent #3 (<machineID.groupID.orgID> - <serveraddress>)

Services
The description field of the service displays the same text shown above in the agent shortcut.

Registry

Agent Agent registry settings displays as follows: HKLM\Software\Kaseya\Agent DriverControl - The agent that controls driver usage. KES_Owned_By - The agent that manages the KES client. HKLM\Software\Kaseya\Agent\<GUID> Title - <shortcutname> Path - C:\Program Files\<company>\<GUID> ServAddr - <serveraddress> machineID - <machineID.groupID.orgID> DriverControl - The agent that controls driver usage. KES_Owned - The agent that manages the KES client.

Default Agent Installation Folders

Windows - %ProgramFiles%\<company>\<Agent-Instance-Guid> Linux - /opt/Kaseya/<Agent-Instance-Guid> Mac - /Library/Kaseya. The Kaseya User Task application is located in [OSInstallPartition]/Applications.

Installing Linux Agents

Note: See System Requirements for supported Linux operating systems and browsers.

Installing Linux Agents Manually

1. From a Linux machine open a Firefox or Chrome browser in a Gnome session and log into the VSA. 2. Display the Agent > Install Agents > Deploy Agents (page 39) page. 3. Click the Click to download default Agent hyperlink to begin downloading the the default agent install package. A Linux agent install package will download.
Note: Alternately, you can create your own Linux package by pressing Create Package and stepping through the wizard.

4. Once the download is complete, locate the KcsSetup.sh file in the download directory of the Linux machine.
Note: If you have downloaded KcsSetup.exe or KcsSetup.zip, you have downloaded the wrong install file because the selected install package is dedicated to Windows or Macintosh installs.

5. Issue the following commands as root: # chmod +x KcsSetup.sh # ./KcsSetup.sh The agent installs and starts. Log into your VSA and view the status of the agent. For further information see the install log file, located at: /tmp/KASetup_<pid>.log where <pid> is the process id of the ./KcsSetup.sh execution.
Note: Run KcsSetup.sh -V -D for verbose terminal output. Note: Run KcsSetup.sh -X to save the temp files created in the /tmp file. Saving these files is useful when troubleshooting a failed install.

6. After the Linux agent is installed, log in and log out to see the Kaseya agent icon in a Gnome panel.

48

Installing Linux Agents Using LAN Watch and Install Agents

1. Schedule a LAN Watch (page 57) scan using an existing Linux agent as the discovery machine. 2. Install a Linux agent on a discovered Linux machine, using the Install Agents (page 61) page. Enter root in the Admin Logon field. Enter the password for the root user of the targeted Linux machines in the Password field. Select an agent install package in the Select an Agent Package to install field. Check the checkboxes next to one or more targeted Linux machines, or enter the IP address or name of a targeted Linux machine in the undiscovered machine field. Click the Submit button.
Note: The Install Agents page does not currently distinguish between Linux and other systems. It is the installer's responsibility to select only Linux systems.

Uninstalling a Linux Agent Manually

A <install-dir>/bin/KcsUninstaller always gets installed with the agent and will remove the agent. Agents are typically installed to the /opt directory. 1. Issue the following commands as root: # ./KcsUninstaller
Note: Run the command ./KcsUninstaller -D -V to uninstall the agent with verbose terminal output.

Troubleshooting Linux Agents Installs

See the Troubleshooting Linux Agent Installs (http://community.kaseya.com/kb/w/wiki/troubleshooting-linux-agent-installs.aspx) community page.

Supported Linux Functions

Linux agents support the following functions: Agent procedures Latest audits, baselines audits and system audits Remote control and FTP with VNC Reset Password LAN Watch and Install Agents - See Installing Linux Agents (page 48). Site Customization - The Agent Icons tab now includes a set of icons for Linux agents you can customize. Only non-plug-in specific items are accessible via a Linux-based Browser or when browsing to Linux agent machine. This is the following: Live Connect - Only non-plug-in specific items are accessible via a Linux-based browser or when browsing to a Linux agent machine. Supported menu options include: Home Agent Data Audit Information Ticketing (or Service Desk Ticketing) Chat Video Chat See System Requirements.

Agent

Supported Macintosh Functions

Macintosh agents support the following functions: Audits - selected hardware and software attributes Agent procedures Remote Control FTP Reset Password Task Manager Live Connect including Desktop Access. On Mac Leopard (Intel), you can use Desktop Access in Live Connect to remote control a Windows system using Firefox or Safari. On Windows using any of our supported browsers you can use Desktop Access to remote control a Mac Leopard (Intel) system. Does not include a thumbnail preview image of the desktop in Live Connect. LAN Watch / Install Agents Supported monitoring: SNMP monitoring Process monitoring in monitor sets See System Requirements.

Create
Agent > Create The Create page creates a machine ID account and agent install package for a single machine. You create the machine ID account first, then create an install package for this single machine. Typically the Create page applies to: Machine ID templates - In this case, no install package need be created, since machine ID templates (page 604) are not intended for installation to a machine. Secured environments - Secured environments may require each machine be setup manually. For example, you might be required to name a new machine ID account manually and/or create an agent install package with a unique credential for a single machine. A user must be logged into a target machine locally to install the package.
Note: Use Agent > Deploy Agents (page 39) to create and distribute agent install packages to multiple machines. The Deploy Agents install package automatically creates a machine ID account when it is installed provided automatic account creation is enabled using System > Check-in Policy (page 399). Note: Use Install Agent (page 61) to install agents on remote systems.

Re-Installing Agents
Because the Create install packages does not automatically create a new machine ID account, you can use the Create page to re-install agents on managed machines for existing accounts.

Machine IDs vs. Agents

When discussing agents it is helpful to distinguish between the machine ID / group ID / organization ID (page 604) and the agent (page 596). The machine ID / group ID / organization ID is the account name for a managed machine in the VSA database. The agent is the client software installed on the managed machine. A one-to-one relationship exists between the agent on a managed machine and its account name on the VSA. Tasks assigned to a machine ID by VSA users direct the agent's actions on the 50

managed machine.

Agent License Counts

The following events affect agent license counts: An "unused" agent license is changed to "used" if a machine ID account is created and the agent installed. If the agent is deleted but not the account, the agent license is still considered "used". If the account is deleted, regardless of what happens to the agent, the agent license goes back to "unused". If an account is created, but the agent is not yet installed the first time, the account is called a machine ID template (page 604). Machine ID template accounts are not counted as "used" until you install the agent.

Including Credentials in Agent Install Packages

If necessary, an agent install package can be created that includes an administrator credential (page 601) to access a customer network. Credentials are only necessary if users are installing packages on machines and do not have administrator access to their network. The administrator credential is encrypted, never available in clear text form, and bound to the install package.

Operating System Selection

Agent packages can be created to install agents on machines running either Windows, Macintosh, or Linux operating systems, or to automatically choose the type of operating system of the downloading computer.

Machine ID Templates
Machine ID template is a machine ID record without an agent. Since an agent never checks into a machine ID template account, it is not counted against your total license count. You can create as many machine ID templates as you want without additional cost. When an agent install package is created, the package's settings are typically copied from a selected machine ID template. Machine ID templates are usually created and configured for certain types of machine. Machine type examples include desktops, Autocad, QuickBooks, small business servers, Exchange servers, SQL Servers, etc. A corresponding install package can be created based on each machine ID template you define. Create machine ID templates using Agent > Create (page 50). Import a machine ID template using Agent > Import/Export (page 71). Base an agent install package on a machine ID template using Agent > Deploy Agents (page 39). Copy selected settings from machine ID templates to existing machine ID accounts using Agent > Copy Settings (page 70). Identify the total number of machine ID template accounts in your VSA using System > Statistics (page 433). Configure settings for the machine ID template using the standard VSA functions, just as you would a machine ID account with an agent. Separate machine ID templates are recommended for Windows, Macintosh and Linux machines. Alternatively you can create a package that selects the appropriate OS automatically and copy settings from a template that includes an agent procedure that uses OS specific steps.

Predefined Alerts
If you create a machine ID account using Agent > Create and do not copy settings from any other machine, then several typical alerts are created for the machine ID account by default.

Copy new account settings from

Click a radio button next to any machine ID listed in the paging area. Agent settings are copied from this machine ID.

Agent
Note: If you don't include a machine ID to copy from and click Create, a new, usable machine ID account is created using KServer defaults.

New Machine ID
Enter a unique name for the new machine ID you are creating.

Group ID
Select an existing group ID for the new machine ID you are creating. The default is root.unnamed. Group IDs are created by a VSA user using System > Orgs / Groups / Depts > Manage (page 416).

Create
Click Create to create the new machine ID for the selected group ID.

Set/Clear New accounts created in group ID <Group ID> copy settings from <Machine ID>
For each group ID you can specify a different default machine ID to copy settings from. 1. Select a machine ID to copy settings from by clicking the radio button next to any machine ID listed in the paging area. 2. Select a group ID from the group ID drop-down list. 3. Click the Set to ensure that new machine IDs you create for the selected group ID will copy settings from the selected default machine ID. 4. Click the Clear link to remove this assignment.

Set/Clear Accounts created in unassigned group IDs copy settings from <Machine ID>
This option specifies the default machine ID to copy settings from if no default machine ID is set for a group ID. This option only displays for master role users (page 612). 1. Select a machine ID to copy settings from by clicking the radio button next to any machine ID listed in the paging area. Initially this value is set to unassigned. 2. Click the Set to ensure that new machine IDs created without a group default machine ID copy settings from the master role user's default machine ID. Initially this value is set to unassigned. 3. Click the Clear link to remove this assignment.

Entering Contact Information

When you enter contact information on this page for a new machine ID account, then create the new machine ID account by clicking the Create button, these same contact information fields populate the Agent > Edit Profile (page 79) page. Contact information includes: Contact Email - Enter the email address of the individual using the managed machine. Auto - Check Auto to automatically populate the Contact Email field with an email address that uses the following format: machineid@groupid.com. This feature assumes you are creating machine IDs and group IDs that conform to user email addresses. Contact Name - Enter the name of the individual using the managed machine. Contact Phone - Enter the phone number of the individual using the managed machine. Admin Email - Enter the email address of the individual responsible for providing IT support for the managed machine.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. 52

Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Copy Settings
Click a radio button next to any machine ID listed in the paging area. Machine ID settings are copied from this machine ID.

Download / Email Agent Installation

Click a machine ID link to create and distribute an install package for an existing machine ID account using the Download Agent wizard.
Note: An install package created using this page is for a specific machine ID account. Use Deploy Agent (page 39) to create install packages for multiple machines.

1. Select the operating system you are creating the install package for: Windows, Macintosh, or Linux. 2. Optionally bind a user logon credential to the install package. Fill in the Administrator Credential form to securely bind user rights to the install package. Users without user rights can install the package successfully without having to enter an administrator credential. If the administrator credential is left blank and the user does not have user rights to install software, the install package prompts the user to enter a administrator credential during the install. 3. Select the method of distribution. Download - Download the install package immediately to the machine you are currently using. The install package is always called KcsSetup. Email - Email a text message that contains a link to download the install package.

Type
The type of operating system used by the managed machine: Windows Macintosh Linux

First Checkin
Lists the time that each agent checked into the KServer for the first time.

Delete
Agent > Delete The Delete page deletes three different combinations of machine ID accounts and agents.

Agent

Machine IDs vs. Agents

When discussing agents it is helpful to distinguish between the machine ID / group ID / organization ID (page 604) and the agent (page 596). The machine ID / group ID / organization ID is the account name for a managed machine in the VSA database. The agent is the client software installed on the managed machine. A one-to-one relationship exists between the agent on a managed machine and its account name on the VSA. Tasks assigned to a machine ID by VSA users direct the agent's actions on the managed machine.

Agent License Counts

The following events affect agent license counts: An "unused" agent license is changed to "used" if a machine ID account is created and the agent installed. If the agent is deleted but not the account, the agent license is still considered "used". If the account is deleted, regardless of what happens to the agent, the agent license goes back to "unused". If an account is created, but the agent is not yet installed the first time, the account is called a machine ID template (page 604). Machine ID template accounts are not counted as "used" until you install the agent.

Procedure
1. Select one or more machine IDs in the paging area. 2. Click one of the following radio buttons: Uninstall agent first at next check-in - Uninstall the agent from the machine and remove the machine ID account from the KServer. The account is not deleted until the next time the agent successfully checks in. Delete account now without uninstalling the agent - Leave the agent installed and remove the machine ID account from the KServer. Uninstall the agent and keep the account - Uninstall the agent from the machine without removing the machine ID account from the KServer. 3. Click the Delete Accounts button.
Note: Uninstalling an agent does not remove the installed Remote Control package, KBU client, KES client, or KDPM client. Before you delete the agent, use Remote Control > Uninstall RC (page 370) to uninstall remote control on the managed machine. Uninstall all add-on module clients as well.

Select old accounts that have not checked in since <date>.

Click the Select old hyperlink to check all machine IDs in the paging area that have not checked in since the specified date. This is an easy way to identify and remove obsolete machine IDs.

Clean Database
Removing a machine account using this Delete page marks the machine account for deletion. Actual deletion usually occurs during off hours to reserve resources during working hours. There are some cases where it is useful to purge machine accounts immediately. For example, your KServer may exceed the agent license count. Click Clean Database to immediately purge machine accounts that are already marked for deletion.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

54

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Last Check-In
Displays the time the machine's agent last checked in to the KServer. Agents that have not checked-in recently display this information in red text.

Rename
Agent > Rename The Rename page renames any existing machine ID account. You can change the machine ID and/or re-assign it to a different group ID. Agents are identified by a unique GUID number. Renaming the agent only changes the name the agent displays, both on the KServer and in the Set Account... option on the agent menu of the managed machine.
Note: See Agent > Change Group (page 56) to assign multiple machines to a different group ID.

Procedure
1. Select a machine ID in the paging area. 2. Click one of the following radio buttons: Rename account - Select this option to rename a selected machine ID account. Merge offline account <Offline Machine ID> into <Select Machine ID> Delete <Offline Machine ID> after merge - Use merge to combine log data from two different accounts into the same machine. This could be necessary if an agent was uninstalled and then re-installed with a different account name. Merge combines the accounts as follows: Log data from both accounts are combined. Baseline Audit (page 599) data from the old offline account replaces any baseline data in the selected account. Alert settings from the selected account are kept. Pending agent procedures from the selected account are kept. Pending agent procedures from the old offline account are discarded. The old account is deleted after the merge.

Agent
Note: Since the machine can only be active on a single account, only offline accounts are provided in the drop-down list to merge with.

3. Optionally enter in a New Name for the machine ID account. 4. Optionally select a different Group ID for the machine ID account. 5. Click the Rename button.

Rename
Click Rename to change the name of a selected machine ID account, using the options previously selected.

New Name
Enter the New Name for the selected machine ID.

Group ID
Select the Group ID to assign to the selected machine ID account. The default leaves the group ID unchanged.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Click the radio button to the left of the machine account you wish to rename.

New Name at Next Check-in

Lists the new name the account will be renamed to the next time that agent checks in. Only pending renames are displayed here.

Change Group
Agent > Change Group The Change Group page assigns multiple machines IDs to a different group ID. Machines currently offline are assigned the next time they check in.

Moving a Machine ID to a Different Group

1. Select one or more machine IDs in the paging area.

56

2. Select a group ID from the Select new group ID drop-down menu. 3. Click the Move button.

Move
Assigns selected machine IDs to the selected group ID.

Select new group ID

Specify the new group ID to assign to each selected machine ID.
Note: Create a new machine group ID or sub group ID using System > User Security > Scopes (page 412).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

LAN Watch
Monitor > LAN Watch Agent > LAN Watch LAN Watch uses an existing VSA agent (page 596) on a managed machine to periodically scan the local area network for any and all new devices connected to that LAN since the last time LAN Watch ran. These new devices can be workstations and servers without agents or SNMP devices (page 609). Optionally, the VSA can send an alert (page 597) when a LAN Watch discovers any new device. LAN Watch effectively uses the agent as a proxy to scan a LAN behind a firewall that might not be accessible from a remote server.

Using Multiple Machines on the Same LAN

Typically, you do not have to run a LAN Watch on more than one machine in a scan range. Some reasons to do a LAN Watch on multiple machines within the same scan range include: There are multiple SNMP Communities within the same scan range and therefore there are multiple machines with different SNMP Community Read values. There are multiple vPro-enabled credentials required.

Agent There are different alert configurations required. The user wishes to have redundant SNMP monitoring.

Using the Same Operating System for Discovery and Agent Installs
Windows, Macintosh, and Linux agents can discover Windows, Macintosh, and Linux machines on the same LAN using LAN Watch (page 57). Agent > Install Agents (page 61) can only install agents on: Windows machines if the LAN Watch discovery machine was a Windows machine. Macintosh machines if the LAN Watch discovery machine was a Macintosh machine. Linux machines if the LAN Watch discovery machine was a Linux machine.
Note: Macintosh agent install packages require a credential when using Agent > Install Agent, or when installing agents using the /s "silent install" switch. Note: For Linux machines, the root username alonewithout a hostname or domainmust be used.

LAN Watch and SNMP

The LAN Watch discovery machine issues the SNMP requests to the SNMP devices it discovers on the same LAN. So you must run LAN Watch first to have access to SNMP-enabled devices using the VSA. To include SNMP devices in the discovery scan performed by LAN Watch: 1. Select a machine ID on the same LAN as the SNMP devices you want to discover. 2. Specify the IP range to scan using the Scan IP Range fields. The fields default to the first 1024 IP addresses your selected machine ID belongs to. 3. Check the Enable SNMP checkbox. 4. Enter a community name in the Read Community Name and Confirm fields. A community name is a credential for gaining access to an SNMP-enabled device. The default "read" community name is typically public, in all lower case, but each device may be configured differently. You may have to identify or reset the community name on the device directly if you're not sure what community name to use. 5. Click the Schedule button, select scheduling parameters, then click the Submit button. The Schedule dialog closes. The Last Scan Started displays the time the LAN Watch started scanning, once it has begun. The SNMP Active column confirms that SNMP-enabled devices are being scanned as part of the LAN Watch. 6. Review discovered SNMP-enabled devices using the Monitor > Assign SNMP page.

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN.

58

 Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to stop the scheduled scan. Cancel also deletes all records of the devices identified on a LAN from the VSA. If you re-schedule LAN Watch after clicking Cancel, each device on the LAN is re-identified as though for the first time.

Scan IP Range
Set the minimum and maximum IP addresses to scan here. Selecting a machine ID to scan, by checking the box next to that machine's name, automatically fills in the minimum and maximum IP range based on that machine's IP address and subnet mask.
Note: LAN Watch does not scan more than 2048 IP addresses. If the subnet mask of the machine running LAN Watch specifies a larger IP range, LAN Watch limits it to 2048 addresses. LAN Watch only detects addresses on the local subnet to the machine you run LAN Watch from. For example, with a subnet mask of 255.255.255.0, there can be no more that 253 other devices on the local subnet.

Enable SNMP
If checked, scan for SNMP devices (page 609) within the specified Scan IP Range.

Read Community Name / Confirm

LAN Watch can only identify SNMP devices that share the same SNMP Community (page 609) Read value as the managed machine performing the LAN Watch. Enter the value in the Read Community Name and Confirm text boxes.
Note: Community names are case sensitive. Typically the default read community name value is public, but may be reset by an administrator to Public, PUBLIC, etc.

Enable vPro
Windows only. If checked, identify vPro (page 612)-enabled machines within the specified Scan IP Range. A machine does not need to be a vPro machine to discover vPro machines using LAN Watch. If a vPro machine is used as the LAN Watch discovery machine, it cannot discover itself.
Note: vPro configuration is a prerequisite to using this feature. Refer to the latest Intel documentation for information on how to configure vPro. At the time of this writing, the following link leads to the Intel documentation: http://communities.intel.com/community/openportit/vproexpert (http://communities.intel.com/community/openportit/vproexpert).

Username / Password / Confirm

Enter the appropriate vPro credentials to return hardware asset details about vPro machines discovered during the LAN Watch. Typically the same credentials are defined for all vPro machines on the same LAN. The results are displayed using Agent > View vPro (page 69).
Note: vPro-enabled machines with a vPro credential can be powered up, powered-down or rebooted using Remote Control > Power Management (page 381).

Agent

Enable Alerts
If Enable Alerts is checked and a new device is discovered by LAN Watch, an alert is sent to all email addresses listed in Email Recipients. LAN Watch alerts and email recipients can also be specified using the Monitor > Alerts (page 222) page.
Note: Machines that have not been connected to the LAN for more than 7 days and then connect are flagged as new devices and will generate an alert.

Email Recipients
If alerts are enabled, enter the email addresses where alert notifications are sent. You can specify a different email address for each managed machine, even if it is for the same event. The From email address is specified using System > Outbound Email (page 436).

Ignore devices seen in the last <N> days

Enter the number of days to suppress alerts for new devices. This prevents creating alerts for devices that are connected to the network temporarily.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Skip alert if MAC address matches existing agent

Checking this box suppresses alerts if the scan identifies that the MAC address of a network device belongs to an existing managed machine with an agent on it. Otherwise a managed machine that was offline for several days and comes back online triggers an unnecessary alert during a LAN Watch.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

IP Range Scanned
The IP addresses that are scanned by the selected machine ID when LAN Watch runs.

60

Last Scan
This timestamp shows when the last scan occurred. When this date changes, new scan data is available to view.

Primary DC
Windows only. If a primary domain controller icon displays, this machine ID is a primary domain controller (page 608). If checked, performing a scan on a primary domain controller running Active Directory enables you to "harvest" the users and computers throughout a domain. You can subsequently install VSA agents automatically on computers listed in Active Directory and create VSA users and VSA users based on Active Directory administrator credentials. See View AD Computers (page 64) and View AD Users (page 66).

SNMP Active
If the SNMP icon displays, SNMP devices are included in the scheduled scan.

vPro Active
Windows only. If the vPro icon displays, vPro machines are included in the schedule scan.

Alert Active
If checked LAN Watch alerts are enabled for this scan.

Install Agents
Agent > Install Agents The Install Agents page installs the agent on a remote system and creates a new machine ID / group ID account. Install Agents remotely installs the packages created using Deploy Agents (page 39). There are two methods of selecting machines to install agents on: 1. Machines discovered using LAN Watch - Clicking any LAN Watch (page 57) machinesometimes called the "discovery machine"displays a listing of all discovered machines on the same network. Machines without an agent display in red text. 2. IP Address - You can also install an agent by entering an IP address or host name that you know the discovery machine has network access to, even if it is not listed on the page.

Remote Install Prerequisites

An administrator accounta member of the local administrators groupis required on the remote machine. Account must have a password. A blank password is not valid for remote access. The administrator account must have been used at least once to log in locally on the machine.

Installing Agents on Selected Machines

1. Select remote machines, by either: Checking multiple machines listed on the page in red text, or by Entering the IP address of a single machine at the top of the page. 2. Enter an administrator credential for the machines you've selected. If the target machine is on a domain, the administrator credential must include the domain. The username field must be in the form domain\administrator or administrator@domain. If the target machine is not on a domain, then the administrator

Agent credential must include the hostname in the form hostname\administrator. For Linux machines, the root username alonewithout a hostname or domainmust be used. 3. Select an agent install package. The OS of the selected agent install package must match the OS of the remote machine. Windows machines if the LAN Watch discovery machine was a Windows machine. Macintosh machines if the LAN Watch discovery machine was a Macintosh machine.
Note: Macintosh agent install packages require a credential when using Agent > Install Agent, or when installing agents using the /s "silent install" switch.

Linux machines if the LAN Watch discovery machine was a Linux machine.
Note: For Linux machines, the root username alonewithout a hostname or domainmust be used.

4. Click Install.

Kconnect and SSH

The following technologies are used by Agent > Install Agents (page 61) to install agents on remote systems after a LAN Watch (page 57) scan is run on the discovery machine. Kconnect enables the installation of agent packages on remote target systems running a Windows operating system SSH (aka Secure Shell) is a network protocol that allows data to be exchanged using a secure channel between two networked devices. This protocol is primarily used on Unix-based systems, including Mac OS X and Linux. Mac OS X 10.3.9 and above machines must have SSH Remote Login in System Preferences > Sharing > Remote Login enabled to support the remote install of Macintosh agents using Install Agents. On Linux sshd must be installed and enabled. This is not enabled by default in some Linux distributions. A valid credential set with administrator rights is required to successfully install an agent remotely.
Note:The KcsSetup installer skips installation if it detects an agent is already on a machine if the /e switch is present in the installer package. The installer overwrites installation if it detects an agent is already installed on a machine if the /r switch is present in the installer package. The /r switch overrides the /e switch if both switches are included in the agent package.

Running Kconnect
When Install Agent is run, Kconnect.exe is downloaded from the KServer into the c:\kworking directory and run using the following command line. You don't have to create this command line. Install Agent does it for you. c:\kworking\kconnect \\hostname -u "adminname" -p "password" -c -f -d "c:\kworking\kcssetup.exe" > c:\kworking\LANInsAipAddr.txt The terms hostname and ipAddr refer to the remote machine. If the agent is on a drive other than C: then the working files are referenced to the same drive the agent is installed on.

Kconnect Error Messages

If a remote Windows agent installation fails for any reason, the KServer passes back the results reported by Kconnect.exe. Typically, Kconnect.exe is simply reporting OS errors that it received trying to execute a call.

62

Troubleshooting
See Install Issues and Failures (page 45) for a general agent install issues and failures. See the Kaseya knowledge base (http://community.kaseya.com/kb/w/wiki/how-can-i-troubleshoot-lan-watch-issues.aspx) for troubleshooting issues and failures specific to LAN Watch and Install Agents.

Admin Logon Name

The administrator name used to remotely access the selected machine. The Admin Logon Name must have administrator rights on the remote selected machine. Multiple accounts may have administrator rights on the same machine. Your domain administrator account may be different than the local administrator account. To ensure you are using the domain account enter the logon name using the domain\administrator or or administrator@domain format. If the target machine is on a domain, the administrator credential must include the domain. For Linux machines, the root username alonewithout a hostname or domainmust be used.

Password
The password associated with the Admin Logon Name.

Install
Click Install to schedule an installation of the selected install package on all selected machines.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.

Select an Agent Package to Install

Select the agent package to remotely install on selected machines. These packages are created using Deploy Agents (page 39).

Show all devices

Check this to see possible machines that did not report a host name. such as Mac machines that do not have a DNS.

Hide devices that match the MAC address of existing machine IDs
Check this box to hide all machines on a LAN with a MAC address (on page 604) matching the MAC address of an existing machine ID / group ID account.

Hide devices that match the computer names of existing machine in <machine ID>
Check this box to hide machines that have a common computer name in this same group ID. A LAN Watch may discover an managed machine with a second device using a different MAC ID then the one used to report to the KServer. For example, the same managed machine may connect to the internet using direct connection and have a second wireless connection with a different MAC ID. Checking this box hides the second device from this list so that you don't assume you've found a new unmanaged machine.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Host Name
The host name of each device on the LAN discovered by the latest LAN Watch scan.

Agent

IP Address
The private IP address of each device discovered by the latest LAN Watch scan.

MAC Address
The MAC address (on page 604) of each device discovered by the latest LAN Watch scan.

Vendor
The system manufacturer.

Last Seen
The time each device was last detected by the latest LAN Watch scan.

View LAN
Client > View LAN The View LAN page displays the results of the latest LAN Watch (page 57) scan run on a machine ID. Only machine IDs with returned scan data are available to select. Click any machine ID to display a table listing all machines and devices found by LAN Watch run on that machine ID. Data only displays in the host name (on page 602) column for machines, not devices. Paging rows can be sorted by clicking column heading links.

Host Name
The host name of each device on the LAN discovered by the latest LAN Watch scan. A host name only displays for computers. Hubs, switches, routers, or other network appliances do not return a host name.

IP Address
The private IP address of each device discovered by the latest LAN Watch scan.

MAC Address
The MAC address (on page 604) of each device discovered by the latest LAN Watch scan.

Vendor
The system manufacturer.

Last Seen
The time each device was last detected by the latest LAN Watch scan.

SNMP Info
SNMP identifying information.

View AD Computers
Agent > View AD Computers The View AD Computers page shows all computers listed in an Active Directory (page 595) when LAN Watch (page 57) runs on a system hosting Active Directory. Use View AD Computers to install agents

64

automatically on computers listed in the Active Directory by policy at computer startup. Using this method has the following benefits: This policy ensures an agent is always present on a machine at every reboot, even if the agent is subsequently removed by a user. Agents can be deployed to an entire AD network even if the VSA user does not know the local credentials for each computer. A LAN Watch scan performed by an AD machine discovers all computers that are members of a domain, whether the machines are online or not.
Note: You must select a Detail View to see AD computers listed on this page.

Switching From Summary View to Detail View

1. Select <All Groups> from the Select Machine Group drop-down to list all domain controllers that have run LAN Watch for all machine groups you're authorized to access. 2. Identify the machine groups and subgroups listed in the Discovered By column. 3. Select one of the machine groups or subgroups in Step 2 above from the Select Machine Group drop-down list to display a details view of domain controllers that are members of that machine group.

Summary View
The summary view of View AD Computers lists all domain controllers that have run LAN Watch for all machine groups you're authorized to access.

Discovered By
Lists the machine ID.group ID names of domain controllers that have performed a LAN Watch scan.

Computers Found
Lists the number of computers, with or without agents, listed in the domain controller directory.

Agent Installed
Lists the number of computers with agents that are also listed in the domain controller's directory.

Details View
The details view of View AD Computers displays computers listed in Active Directory services hosted on computers that have run LAN Watch within a specified machine group.

Installing Agents on Active Directory Computers

You can associate an install package with an AD computer. This installs an agent package when the AD computer reboots, unless the agent is already installed. You can specify the agent package installed for each AD computer.
Note: See Install Issues and Failures (page 45) if an agent fails to install.

To associate an install package with an AD computer: 1. Check Show Details to display the Canonical Name (page 599) of discovered computers in the paging area. 2. Select an agent package from the Select an Agent Package to install drop-down list. 3. Click Install Agent Policy. 4. Optionally click Update Agent Policies to copy a changed agent install package to the AD

Agent computer. The updated install package replaces the copy on the AD computer. 5. Optionally select an AD computer and click Cancel to un-associate an install package with an AD computer.

View AD Users
Agent > View AD Users The View AD Users page lists all Active Directory (page 595) users discovered by LAN Watch (page 57) when LAN Watch runs on a system hosting Active Directory. Using View AD Users: Agents can be automatically installed on each machine an Active Directory user logs onto. VSA users logons can be created based on Active Directory user logons. Portal Access logons can be created based on Active Directory user logons. Contact information can be extracted from Active Directory users and applied to the contact information for machine IDs.
Note: You must select a Detail View to see AD users listed on this page.

Switching From Summary View to Detail View

1. Select <All Groups> from the Select Machine Group drop-down to list all domain controllers that have run LAN Watch for all machine groups you're authorized to access. 2. Identify the machine groups and subgroups listed in the Discovered By column. 3. Select one of the machine groups or subgroups in Step 2 above from the Select Machine Group drop-down list to display a details view of domain controllers that are members of that machine group.

Summary View
The summary view of the View AD Users page lists all domain controllers that ran LAN Watch for all machine groups you're authorized to access.

Discovered By
Lists the machine ID.group ID names of domain controllers that have performed a LAN Watch scan.

Users Found
Lists the number of users contained in Active Directory found on a domain controller that ran LAN Watch.

Assigned
Lists the number of Users Found whose contact information has been extracted from the Active Directory and assigned to a machine ID.

Details View
The details view of View AD Users displays a list of Active Directory users on domain controllers that ran LAN Watch within a specified machine group.

Installing Agents on Any Machine an AD User Logs Onto

You can associate an install package with an AD user. This installs an agent package on any machine a AD user logs onto, unless the agent is already installed. Even if the agent is subsequently removed from a machine, the agent will be re-installed the next time the AD user logs on. You can specify the 66

agent package installed for each AD user.

Note: See Install Issues and Failures (page 45) if an agent fails to install.

To associate an install package with an AD user: 1. Select AD users listed in the Logon Name column of the paging area. 2. Select an agent package from the Select an Agent Package to Install drop-down list. 3. Click Install Agent Policy. 4. Optionally click Update Agent Policies to copy a changed agent install package to the AD user's computer. The updated install package replaces the copy on the AD user's computer. 5. Select an AD user and click Cancel to un-associate an install package with an AD user.

Creating VSA Users Based on AD Users

Create VSA users based on AD users. VSA users created using this method log onto the VSA using their AD domain, user name, and password. This means users only have to maintain credentials in a single location, the Active Directory.
Note: If a VSA user logon is based on an AD user, the VSA user's username and password cannot be changed within the VSA, only in Active Directory. Once usernames and passwords are changed in Active Directory LAN Watch must scan the AD machine again to update the VSA. Ideally LAN Watch should be run periodically on the Active Directory machine to keep VSA logons updated with the latest changes to AD logons. Note: An AD user can only be associated with either a VSA user logon or a machine user logon but not both.

To create a new VSA user based on an AD user: 1. Select an AD users listed in the Logon Name column of the paging area. 2. Select a user role from the Select User Role drop-down list. 3. Select a scope from the Select Scope drop-down list. 4. Click Create User. You can confirm the creation of the new VSA user using System > Users (page 403). VSA user names based on AD users are formatted as follows: <domainname>|<username>.

Creating Portal Access Logons Based on AD Users

Create Portal Access logons based on an AD users. VSA users created using this method can log onto the VSA Portal Access menu using their AD domain, user name, and password. This means credentials only have to be maintained in a single location, the Active Directory.
Note: If a Portal Access logon is based on an AD user logon, the Portal Access username and password cannot be changed within the VSA, only in Active Directory. Once usernames and passwords are changed in Active Directory LAN Watch must scan the AD machine again to update the VSA. Ideally LAN Watch should be run periodically on the Active Directory machine to keep Portal Access logons updated with the latest changes to AD logons. Note: An AD user can only be associated with either a VSA user logon or a Portal Access machine but not both.

To create a new Portal Access logon based on an AD user: 1. Click the unassigned link for an AD user listed in the Assigned To column of the paging area. 2. Select a machine ID.group ID account in the popup window. The popup window closes. 3. Select the checkbox for this same AD user in the left most column.

Agent 4. Click Create Machine Logon. You can confirm the creation of the new VSA user using Agent > Portal Access (page 81).

Creating Staff Members Based on AD Users

Create staff member records based on AD users. If AD user information is changed, then the VSA updates the corresponding staff member record with the AD user information. This means user information only has to be maintained in one place, the Active Directory.
Note: If a VSA staff record is based on an AD user, the VSA staff record cannot be changed within the VSA, only in Active Directory. Once user information is changed in Active Directory LAN Watch must scan the AD machine again to update the VSA. Ideally LAN Watch should be run periodically on the Active Directory machine to keep staff member records in the VSA updated with the latest changes in Active Directory.

To create new VSA Portal Access logon based on an AD user: 1. Select a department from the Select Department drop-down list. 2. Select the checkbox for an AD user in the left most column. 3. Click Create Staff Member. You can confirm the creation of the new VSA user using System > Manage.

Updating Contact Information for Machine IDs based on AD Users

If a machine ID is assigned to an AD user, then the VSA updates its own contact information for that machine ID with the latest contact information for that user in the Active Directory each time the user logs onto the machine ID. This enables users to update contact information once in the Active Directory and know the contact information for machine IDs in the VSA will be updated automatically.
Note: If a contact information is based on an AD user, the VSA staff record cannot be changed within the VSA, only in Active Directory. Once contact information is changed in Active Directory LAN Watch must scan the AD machine again to update the VSA. Ideally LAN Watch should be run periodically on the Active Directory machine to keep contact information in the VSA updated with the latest changes in Active Directory.

To assign an AD user to a machine ID: 1. Click the unassigned link for an Active Directory user listed in the Canonical Name column of the paging area. 2. Select a machine ID.group ID account in the popup window. The popup window closes.

Converting Your Existing VSA Logon to use your Domain Logon

You can convert your own VSA logon to use your domain logon as follows: 1. Open the System > Change Logon page in the VSA. 2. Enter your current VSA password in the Old Password field. 3. Enter you domain and domain logon name, formatted all in lowercase using the format domain/username or username@domain, in the Username field. 4. Enter your domain password in the New Password / Confirm Password fields. This enables you to logon to the VSA using your domain logon and have your VSA logon name and password managed using Active Directory. At the same time, you can continue to use all your previous VSA share rights, procedures and other user settings.

68

Note: If a VSA user logon is based on an AD user, the VSA user's username and password cannot be changed within the VSA, only in Active Directory. Once usernames and passwords are changed in Active Directory LAN Watch must scan the AD machine again to update the VSA. Ideally LAN Watch should be run periodically on the Active Directory machine to keep VSA logons updated with the latest changes to AD logons.

Supported View AD Users Domain Logon Formats

Note: Do not confuse these View AD Users domain logon formats with Directory Services domain logon formats, which include both the Full DNS domain name and the email style address logon format.

The following domain logon formats are supported for logons created using View AD Users, for both VSA users and Portal Access (page 81) users. Format
Domain Back Slash

Field
Username Password Domain

Domain Logons*
ITservices\william ********

Domain Forward Slash

Username Password Domain

ITservices/william ********

Separate Domain

Username Password Domain

william ******** ITservices

*Domain names must be entered using the Pre-Windows 2000 domain name also known as the NetBIOS domain name. In the example above, the Pre-Windows 2000 domain name ITservices may refer to a domain with a Full DNS domain name of ITservices.acme.com. However, only ITservices can be used as the domain name during logon.

View vPro
Agent > View vPro The View vPro page displays hardware information about vPro-enabled machines discovered while running LAN Watch (page 57). This information is only available if a machine's vPro credential is specified by the LAN Watch. Types of hardware information returned by the vPro machine include: Agent check-in status, if the vPro machine has an agent installed Computer Information Motherboard Asset Information BIOS Information Processor Information RAM Information Hard Drive Information

Agent
Note: vPro-enabled machines with a vPro credential can be powered up, powered-down or rebooted using Remote Control > Power Management (page 381). Note: A vPro-enabled machine can be booted up using an ISO file using Remote Control > Remote ISO Boot (page 382). Intel vPro Rebate - Kaseya is participating in a vPro rebate program offered by Intel. If you have installed vPro enabled machines and perform a LAN Watchand the vPro machine qualifies for the rebateyou can quickly generate the information you need by clicking the Generate Intel vPro rebate file button. This generates a .CVS file containing the information you to need document your rebate claim with Intel. An Intel vPro Technology Activation Rebate Rules link is also provided.

Copy Settings
Agent > Copy Settings The Copy Settings page copies selected settings from a single source machine ID to multiple machine IDs. You can copy settings from only one source machine ID or template at a time. But you can copy different types of settings from different source machine IDs or templates in succession.

Copy Settings and Templates

Machine ID templates (page 604) are initially used to create an agent install package using the template as the source to copy settings from. But even after agents are installed on managed machines, you'll need to update settings on existing machine ID accounts as your customer requirements change and your knowledge of the VSA grows. In this case use Agent > Copy Settings to copy these changes to any number of machines IDs you are authorized to access. Be sure to select Do Not Copy for any settings you do not want to overwrite. Use Add to copy settings without removing existing settings. Kaseya recommends making changes to a selected template first, then using that template as the source machine ID to copy changes from. This ensures that your machine ID templates remain the "master repositories" of all your agent settings and are ready to serve as the source of agent install packages and existing machine ID accounts.

Copy
Click Copy to select a source machine. Once you select the source machine a second window displays the types of settings you can copy. By selecting only certain types of settings to copy, you can avoid overwriting customer specific settings you want to keep, such as the Patch File Source, which is different for each customer. Select the Add option to add settings to target machines without replacing existing settings. The types of agent settings you can copy include: Credential Agent Menu Checkin Control Working Directory Logs Machine Profile - Refers to settings in Audit > Edit Profile (page 79). View Collections Portal Access Remote Control Policy

70

Patch Settings Patch File Source Patch Policy Memberships Fixed Alerts - These all the alert types on the Monitor > Alerts (page 222) page except for Event Log alerts and System alerts. Event Log Alerts - Includes copying Event Log Settings (page 37). Monitor Sets Distribute Files Protection Agent Procedure Schedules

Select Machine ID
Click the Select Machine ID link to specify which machine ID to copy settings from.

Spread agent procedure schedules when copying to multiple machines

You can distribute the load on your network by staggering this task. If you set this parameter to 5 minutes, then the scan on each machine ID is staggered by 5 minutes. For example, machine 1 runs at 10:00, machine 2 runs at 10:05, machine 3 runs at 10:10,

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Status
Shows the machine name that settings were copied from and the time they were copied.

Import / Export
Agent > Import / Export The Import / Export page imports and exports machine ID account settings as XML files, including scheduled agent procedures, assigned monitor sets and event sets. Log data is not included in the

Agent import or export. You can use Import / Export to migrate machine ID account settings, including machine ID templates (page 604), from one KServer to the next.
Note: See Copy Settings (page 70) for a list of the types of settings associated with a machine ID account. Note: For the latest instructions on migrating an existing KServer to a new machine see Moving the Kserver section in the latest Kserver installation and upgrade user guide (help.kaseya.com/WebHelp/EN/KServer-Install-Guide.asp). Note: Sample templates for specific types of machines can be imported and are available on the Kaseya forum in our Kaseya Connections website at http://community.kaseya.com (http://community.kaseya.com).

To Export Machine ID Settings

1. Click the select the machine link. A machine selection dialog box displays. 2. Optionally filter the display of the machine IDs listed using the machine ID / group ID filter (page 604). 3. Click a machine ID link to export. The machine ID you selected now displays on the Import / Export page. 4. Click Export. The page displays an XML statement of the agent settings being exported. 5. Export the XML statement by: Copying the XML text to the clipboard. Right-clicking the Download link and selecting the Save Target As option to save the XML text as an XML file on your local computer.

To Import Machine ID Settings

1. Click Browse to select an XML file representing the settings of a machine ID account. Typically these XML files are created by exporting them from another KServer. 2. Click Import. A set of additional options displays. 3. Accept or specify the name of the machine ID. A new one is created if this name doesn't already exist in the KServer. 4. Accept or select a different group ID. 5. Optionally check the box next to Replace existing data if this machine ID already exists. 6. Optionally change the email notification address for all alerts defined for this machine ID account. 7. Click Finish to complete the import.

Suspend
Agent > Suspend The Suspend page suspends all agent operations, such as agent procedures, monitoring, and patching, without changing the agent's settings. When suspended, a machine ID displays a suspended icon next to it. While a machine ID account is suspended the managed machine displays a gray agent icon in the system tray (on page 612). You can filter the display of machine IDs on any agent page using the Show machines that are suspended/not suspended option in View Definitions (page 28).

Suspend
Click Suspend to suspend agent operations on selected machine IDs.

Resume
Click Resume to resume agent operations on selected machine IDs. 72

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Suspended
Displays Suspended if the machine ID is suspended.

Agent Menu
Agent > Agent Menu The Agent Menu page specifies the options that display in the agent menu of a user's machine. The user displays the agent menu by right-clicking the agent icon in the system tray (on page 612) of the managed machine. This page can also prevent the agent icon from displaying on the user's machine. Changes made using this page take effect at the next agent check-in and display in red text until then.
Note: See Agent Icons (page 25) for a general explanation of how agent icons display on the user's machine.

Hiding the Agent Icon on the User's Machine

To hide the agent icon altogether: 1. Select one or more machine IDs. 2. Uncheck the Enable Agent Icon checkbox. 3. Click Update. All of the other checkbox settings will become dimmed, indicating that all agent menu options have been disabled.

Preventing the User from Terminating the Agent Service on the User's Machine
If the Exit option is enabled on a user's managed machine, the user can terminate the agent service on the managed machine by selecting this option. When the agent service is stopped, the managed machine becomes invisible to VSA users and can no longer receive commands from the KServer. To remove the Exit option from agent menus on managed machines:

Agent 1. Select one or more machine IDs. 2. Uncheck the Exit checkbox. 3. Click Update.

Checkboxes
Enable Agent Icon - Check to display the agent icon in the system tray of the managed machine. Uncheck to hide the agent icon and prevent the use of agent menu options. About <Agent> - Check to enable the machine user to click this option to display the About box for the installed agent. The default option label Agent can be customized. <Contact Administrator...> - Check to enable the machine user to click this option to display either the user's Portal Access (page 608) page or a different contact URL. The default option label Contact Adminitrator... can be customized. <Your Company URL...> - Check to enable the machine user to click this option to display the URL specified in the corresponding URL field. Disable Remote Control - Check to enable the machine user click this option to disable remote control on the user's managed machine. Set Account... - Check to enable the machine user to click this option to display their machine ID.group ID.organization ID and change the KServer address the agent checks into. Refresh - Check to enable the machine user to initiate an immediate full check-in (page 600). Exit - Check to enable the machine user to terminate the agent service on the managed machine.

Update
Click Update to apply agent menu settings to selected machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ACObSRx
This column summarizes the agent menu options enabled for a machine ID. ACObSRx applies to the keyboard shortcuts that are used to access each option in the agent menu. A letter indicates that option displays in the agent menu. A "-" indicates that menu option does not display in the agent menu. 74

A = About Agent C = Contact User O = Launches the URL specified in the URL field. The agent displays the text listed in the field to the left of the URL field. b = Disable Remote Control S = Set Account... R = Refresh x = Exit

About Title
The text appended to the label for the About option on the agent menu. For example, if the About Title is Agent then the label of the About option displays as About Agent.

Contact Title
The text displayed on the agent menu for contacting a VSA user.

Custom Title
The text displayed on the agent menu for contacting a custom URL.

Contact URL
The URL to display when the Contact Administrator... option is selected by the machine user. The default URL is the Portal Access (page 81) page. A different URL can be entered.

Custom URL
The URL to display when this agent menu option is selected by the user.

Check-In Control
Agent > Check-In Control The Check-In Control page specifies when and where each agent should check in with a KServer. Changes made using this page take effect at the next agent check-in and display in red text until then. You can specify the primary and secondary KServer names/IP addresses used by the agent to check in, the bandwidth consumed by an agent to perform tasks and the check-in period.
Note: The primary and secondary KServer values and the minimum and maximum check-in periods are subject to the policies set using System > Check-in Policy (page 399). This prevents users from selecting settings that place undue stress on servers running the KServer service. Note: Check-in Control information can also be maintained using the Agent Settings tab of the Live Connect (page 55) and Machine Summary (page 137) pages.

Migrating Agents from one KServer to Another

You may decide for performance or logistical reasons to migrate managed machines to a new KServer. This can be done at any time, whether or not the agents are currently checking in. 1. At the original KServer, set the primary KServer setting to point to the new KServer address. 2. At the original KServer, point the secondary KServer setting to the original KServer. 3. At the new KServer, set both the primary and secondary KServer to point to the new KServer.

Agent 4. Wait for all the agents to successfully check into the new KServer. At that time, the original KServer can be taken off-line.
Note: For the latest instructions on migrating an existing KServer to a new machine see Moving the Kserver section in the latest Kserver installation and upgrade user guide (help.kaseya.com/WebHelp/EN/KServer-Install-Guide.asp).

Changing the Port used by Agents to Check into the KServer

1. 2. 3. 4. Set the Primary Port to the new port. Set the Secondary Port to the old port. Wait for the new settings to take effect on all the agents. Display the System > Configure (page 420) page. Enter the new port number in the Specify port Agents check into server with edit box and click the Change Port button.

Note: If any agents have not migrated to the new port before you switch the KServer, you will have to manually change the port at the managed machine. Right click the agent icon in the system tray to display the agent menu on the managed machine and select the Set Account... option. Enter the server address and port. For example, 192.168.1.7:1234.

Primary KServer
Enter the IP address or fully qualified host name (on page 602) of the machine ID's primary KServer. This setting is displayed in the Primary KServer column. Kaseya agents initiate all communication with the KServer. For this reason the agents must always be able to reach the domain name or IP (Internet Protocol) address assigned to the KServer. Choose an IP address or domain name which can be resolved from all desired network(s), both on the local LAN and across the internet.
Best Practices: Although a public IP address may be used, Kaseya recommends using a domain name server (DNS) name for the KServer. This practice is recommended as a precaution should the IP address need to change. It is easier to modify the DNS entry than redirecting orphaned agents.

Primary Port
Enter the port number of either the primary KServer or a virtual system server. This setting is displayed in the Primary KServer column.
Warning: Do NOT use a computer name for your server. The agent uses standard WinSock calls to resolve a fully qualified host name (on page 602) into an IP address, which is used for all agent connections. Resolving a computer name into an IP address is done by NETBIOS, which may or may not be enabled on each computer. NETBIOS is an optional last choice that the Windows will attempt to use to resolve a name. Therefore, only fully qualified names or IP addresses are supported.

Secondary KServer
Enter the IP address or fully qualified host name of the machine ID's secondary KServer. This setting is displayed in the Secondary KServer column.

Secondary Port
Enter the port number of either the secondary KServer or a virtual system server. This setting is displayed in the Secondary KServer column.

76

Check-In Period
Enter the time interval for an agent to wait before performing a quick check-in (page 600) with the KServer. A check-in consists of a check for a recent update to the machine ID account. If a recent update has been set by a VSA user, the agent starts working on the task at the next check-in. This setting is displayed in the Check-In Period column. The minimum and maximum check-in periods allowed are set using System > Check-in Policy (page 399).
Best Practices: The agent maintains a persistent connection to the KServer. As a result, quick check-in times do not effect response times from the agent. The quick check-in time sets the maximum time to wait before re-establishing a dropped connection. Setting all your machine's quick check-in time to 30 seconds guarantees each agent recovers from a dropped connection within 30 seconds, assuming connectivity is successful.

Bind to Kserver
If checked, the agent is bound to a unique Kserver ID. Bound agents cannot check-in successfully unless the unique Kserver ID they are bound to using the Agent > Check-in Control (page 75) page matches the unique ID assigned to the KServer using the System > Configure (page 420) page. A lock icon in the paging areas shows the agent is bound. To unbind agents, select machines IDs, ensure Bind to Kserver is unchecked and click Update. The lock icon no longer displays for selected machines.

Bandwidth Throttle
Limit the agent to consuming a maximum amount of bandwidth on the system with this control. By default the agent shares bandwidth with all other running applications so you typically do not need bandwidth throttle enabled. Disable bandwidth throttle by entering a 0.

Warn if multiple agents use same account

The KServer can detect if more than one agent is connecting to the KServer and using the same machine ID.group ID.Organization ID. This problem could be caused by installing an agent install package pre-configured with the machine ID on more than one machine. Check this box to receive notifications of more than one agent using the same account each time you log into the KServer as a user.

Warn if agent on same LAN as KServer connects through gateway

If you are managing machines that share the same LAN as your KServer then you may get this alert. By default all agents connect back to the KServer using the external name/IP address (page 420). TCP/IP messages from these agents travel through your internal LAN to your router, and then back to the KServer. Some routers do a poor job of routing internal traffic back through themselves. Check this box to receive a notification when the KServer detects an agent may be on the same LAN but connecting through the router.
Note: Agents on the same LAN as the KServer should specify the internal IP address shared by both the agent and the KServer on the Check-In Control (page 75) page.

Update
Click Update to update all selected machine IDs with the options previously selected.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online

Agent Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Working Directory
Agent > Working Directory The Working Directory page sets the path to a directory on the managed machine used by the agent to store working files. Depending on the task at hand, the agent uses several additional files. The server transfers these files to a working directory used by the agent on the managed machine. For selected machine IDs you can change the default working directory from C:\kworking to any other location.
Warning: Do not delete files and folders in the working directory. The agent uses the data stored in the working directory to perform various tasks.

You can approve this directory in security programs, such as virus checkers, to allow operations such as remote control from being blocked.
Note: A working directory can also be maintained using the Agent Settings tab of the Live Connect (page 384) and Machine Summary (page 137) pages. A working directory can be written to using a Get Variable command in agent procedures.

Set
Click Set to set selected machine IDs use the working directory previously entered.

Set a path to a directory used by the agent to store working files

Enter the path of the working directory used by the agent on the managed machine.

Set as System Default

Click Set as System Default to set a system-wide default for the agent working directory. This option only displays for master role users (page 612).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

78

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Working Path
The path of the working directory assigned to this machine ID. On a Mac OS X system, if the path name contains a space, then it must be preceded with a backslash. For example: /tmp/name\ with\ three\ spaces

Edit Profile
Agent > Edit Profile The Edit Profile page maintains contact information, the language preference for the agent menu on the user's machine and notes about each machine ID/group ID account. Profile information can be maintained in three other places: The contact information in the Edit Profile page can be automatically populated when a new account is created using the Agent > Create (page 50) page. VSA users and machine users can both maintain contact information using the Home > Change Profile tab in the Live Connect (page 384) or Portal Access (page 81) window. VSA users only can maintain notes and contact information using the Agent Settings tab of the Live Connect (page 384) and Machine Summary (page 137) pages. To change user accounts settings: 1. Select a machine ID in the paging area. 2. Enter Notes, Admin Email, Contact Name, Contact Email and Contact Phone information. 3. Press Update.

Notes
Enter any notes about a machine ID account. Helpful information can include the machine's location, the type of machine, the company, or any other identifying information about the managed machine.

Show notes as tooltip

If checked, Edit Proflle notes are included as part of the tooltip that displays whenever the cursor hovers over a machine ID's check-in status icon (see "Check-in Status" on page 600).

Agent

Auto assign tickets

Auto assign a ticket to this machine ID if the Ticketing email reader (page 459) receives an email from the same email address as the Contact Email. Applies when new emails come into the ticketing email reader that do not map into any of the email mappings (page 461).
Note: if multiple machine IDs have the same contact email, then only one machine ID can have this checkbox checked.

Contact Name
Enter the name of the individual using the managed machine. This setting is displayed in the Contact Name column.

Contact Email
Enter the email address of the individual using the managed machine. This setting is displayed in the Contact Email column.

Contact Phone
Enter the phone number of the individual using the managed machine. This setting is displayed in the Contact Phone column.

Admin Email
Enter the email address providing administrator support for this managed machine.This setting is displayed in the Admin Email column.

Language Preference
The language selected in the Language Preference drop-down list determines the language displayed by an agent menu (page 73) on a managed machine. The languages available are determined by the language packages installed using System > Preferences (page 397).

Machine Role
The machine role to apply to selected machine IDs. Machine roles (page 410) determine the Portal Access (page 81) functions available to the machine user.

Update
Click Update to update selected machine IDs with the profile information previously entered.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in

80

Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Portal Access
Agent > Portal Access The Portal Access page defines the logon name and password, by machine ID, required to use Live Connect (page 384) as a machine user remotely. A Live Connect session run by a machine user is called Portal Access. The functions displayed using Portal Access are determined by the System > Machine Roles > Access Rights (page 411) tab.
Note: You can download a Live Connect PDF from the first topic of online help. Note: See Enabling Ticketing for Portal Access Users on Unsupported Browsers (page 82).

Accessing Portal Access Locally

Machine users do not have to logon to Portal Access locally. Clicking the agent icon in the system tray of their machine initiates the Portal Access session without having to logon.

Accessing the Portal Access Logon Page Remotely

A machine user can display the Portal Access logon page for their own machine from another machine as follows: 1. Browse to the http://your_KServer_address/access/ page, substituting the appropriate target KServer name for your_KServer_address in the URL text.
Note: This is the same page that VSA users use to logon to the VSA.

2. Logon by entering the user name and password assigned to the machine ID. The user name and password is specified using the Agent > Portal Access page. The Portal Access page displays. The machine user can click any menu option as though he or she were logged in from their own managed machine. The machine user can click the Desktop or File Transfer menu options to initiate a remote connection to their own machine, create or view ticket, or initiate a chat, if these options are enabled by machine role.

Re-Enabling User Logons

Machine user logons follow the same Logon Policy (page 434) as VSA user logons. If a user attempts to logon too many times with the wrong password their account will automatically be disabled. You can re-enable the logon by setting a new password or waiting for the disable account time to lapse.

Customizing Portal Access

Portal Access sessions can be customized using System > Customize > Live Connect (page 441), including adding a logo, welcome page and links to other URLs.

Logon Name
Enter the Logon Name the user must use to log into the VSA to initiate chat sessions, enter or view tickets and/or get remote access to their machine. Logon names and passwords are case sensitive. Passwords must be at least six characters long. The Logon Name defaults to the machineID.groupID name.

Agent

Create Password, Confirm Password

Define a password for the machine user logon. Passwords must be at least 6 characters long. The machine user can change the password after the VSA user assigns one.

Apply
Click Apply to apply the Portal Access logon name and password to the selected machine ID.

Clear
Permanently remove the Portal Access logon credential (page 601) from the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Logon Name
The Portal Access logon name assigned to this machine ID.

User Web Logon

Displays Enabled if a Portal Access logon name and password has been assigned to this machine ID. Indicates that a machine user can log into the Portal Access page for their own machine remotely using a web browser on any other machine.

Enabling Ticketing for Portal Access Users on Unsupported Browsers

Live Connect and Portal Access are not supported on certain browsers, such as browsers older than IE8 or Firefox 3.5. Machine users required to work with unsupported browsers can be enabled to create and view Ticketing (page 445) tickets as follows: 1. Create a separate machine role for unsupported browser users in System > Machine Roles (page 410). For example, create a Tickets Only machine role. 2. For the new machine role you just created, uncheck the Live Connect checkbox in the System > Machine Roles > Access Rights (page 411) tab. 3. Assign machines with unsupported browsers to this new machine role. 4. When machine users click their agent icon, a single Ticketing window displays instead of the Portal Access window.
Note: Enabling this option applies to all users using the same managed machine.

Set Credential
Agent > Set Credential The Set Credential page registers the credential required by an agent to perform user level tasks on a managed machine. A credential is the logon name and password used to authenticate a user or process's access to a machine or network or some other resource. Most agent tasks do not require a credential. Credentials are specifically required or referenced by the following: Patch Management - If a credential is defined for a machine ID, then Patch Management installs all new patches using this credential. Therefore, Set Credential (page 82) should always be a user with administrator rights. 82

 Patch Status (page 316) - Patch Status resets test results every time a machine ID's Set Credential changes. File Source (page 344) - File Source may require a set credential be defined for the machine ID acting as the file share. Patch Alert (page 346) - Set up an alert to notify you if a machine ID's credential is missing or invalid. Office Source (page 350) - The agent must have a credential to access the alternate Office source location, in case a patch is being installed when no user is logged into the machine. If-Then-Else (page 97) - The Use Credential command in the agent procedure editor requires a credential be defined in Set Credential to run successfully. Backup > Image Location - If a UNC path is specified in Image Location, a credential must be defined using Set Credential that provides access to this UNC path. Without the credential, the machine will not have access to the image location and the backup will fail. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82). View Definitions (page 28) - Includes a Machines with Credential status option that allows you to filter the display of machine IDs on any agent page by their credential status. Desktop Policy and Migration - Installing the client for this module requires a credential be defined.

Blank Passwords
Blank passwords can be used if the managed machine's Local Security Policy allows blank passwords. On the managed machine, open the Local Security Policy tool in Administrative Tools. Navigate to Local Policies - Security Options. Look for a policy named Accounts: Limit local account use of blank passwords to console logon only. The default setting is enabled. Change it to disabled and a credential with a blank password will work.

Username
Enter the username for the credential. Typically this a user account.

Password
Enter the password associated with the username above.

Domain
Local user account - Select this option to use a credential that logs into this machine locally, without reference to a domain. Use machine's current domain - Create a credential using the domain name this machine is a member of, as determined by the latest audit (page 599). This makes it easier to Select All and rapidly set a common username/password on multiple machines, even if selected machines are members of different domains. Specify domain - Manually specify the domain name to use for this credential.

Apply
Assign the credential to all checked machine IDs. Machine IDs with assigned credentials display the username and domain in the associated table columns.

Clear
Remove the credential from all checked machine IDs.

Agent

Test
Click Test to verify whether a username/password/domain credential will work before assigning it to a machine ID.

Cancel
Click Cancel to cancel the testing of a username/password/domain credential.

Update Agent
Agent > Update Agent The Update Agent page schedules managed machines to be updated with the latest version of the agent software at the agent's next check-in. Updating the agent software makes no changes to the agent settings (page 595) you have defined for each agent.

Update Agent
Click Update Agent to schedule selected machines to be updated.

Remind me at logon when agents need an update

If checked, a popup window displays when VSA users logon if managed machines under their control need to be updated with the latest version of the agent software. The reminder only displays if at least one agent within the VSA user's scope (page 412) requires updating. Users can disable this feature at logon time and can re-activate it by selecting this checkbox.

Force update even if agent is at version x.x.x.x

If checked, machines selected for update are updated with new files to replace the agent files on the managed machine, even if the agent version is currently up to date. This performs a "clean" installation of the agent files.

After update run agent procedure <select agent procedure>

Select an agent procedure to run immediately after an agent update completes. This capability lets you re-apply customizations to an agent that may be lost after an agent update. Typically these customizations involve hiding or renaming agent identifiers on managed machines so as to prevent users from recognizing the agent is even installed.

Cancel Update
Click Cancel Update to cancel a pending update on selected managed machines.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes 84

Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Agent Version
The version of the agent software running on the managed machine. Version numbers in red indicate that the version on the agent machine is not the same as the latest version available.

Update Agent Procedure

The agent procedure assigned to run when the agent is updated.

Last Update
The date the agent was last updated on the managed machine. Since the server must wait for the managed machine to check-in, according to the check-in schedule as specified in Agent > Check-In Control (page 75), Pending displays in the Last Update column until the next check-in occurs.

File Access
Agent > File Access The File Access page prevents unauthorized access to files on managed machines by rogue applications or users. Any application can be approved or denied access to the file.
Note: You may also block operating system access to the protected file by blocking access to explorer.exe and/or cmd.exe. This prevents the file from being renamed, moved, or deleted therefore completely locking down the file from tampering.

Multiple Agents
If multiple agents (page 46) are installed on a machine, only one agent at a time controls the drivers required to use File Access (page 85), Network Access (page 87), Application Blocker (page 89). These functions can only be performed by the agent controlling these drivers.

Block
To protect a file from access by rogue applications, enter the filename and click the Block button. This displays the File Access popup window. The dialog presents the user with one of the following options: Filename to access control - Enter the file name and/or a portion of the full path. For example, adding a file named protectme.doc to the list, protects occurrences of protectme.doc in any directory on any drive. Adding myfolder\protectme.doc protects all occurrences of the file in any directory named myfolder. New - Add in a new application to the access list. You can manually enter the application or use the Search... button to select an application name. Remove - Removes an application from the approved access list

Agent Search - Select a machine ID to search the list of applications installed on that machine ID and select an application name. This list is based on the latest audit performed on that machine ID. You are not actually browsing the managed machine. Ask user to approve unlisted - Lets users approve/deny access to the file on a per application basis each time a new application tries to access that file. Use this feature to build up an access control list based on normal usage. Deny all unlisted - Blocks an application from accessing the file. Select this option if you are already sure of which files need access and which do not.

Unblock
Remove an application from the protection list by clicking the Unblock button. This opens a new dialog box listing all protected files for the selected machine IDs. You can remove files from just the selected machine or from all machines containing that file path.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Filename
Filename of the file to be blocked. Click the edit icon permissions for that filename. next to any filename to change file access

Approved Apps
Lists applications approved to access the file on the machine ID.

Ask User Approval

If checked, the user of a machine ID is asked to approve file access if an unapproved application attempts to access the file.

86

Network Access
Agent > Network Access The Network Access page lets you approve or deny TCP/IP-protocol-based network access on a per application basis. Users can also be notified when an unlisted application accesses the network, permitting or denying that application network access. Typically this function is used to control access to internal and external internet sites, but can include internal LAN traffic that also uses the TCP/IP protocol.

Driver
This function requires the driver be enabled to block network access and monitor network bandwidth statistics. The driver is disabled by default. This driver inserts itself into the TCP/IP stack to measure TCP/IP-protocol-based network traffic by application. An enabled driver only takes effect after a reboot of the machine.
Note: To determine which applications should be approved or denied network access, use the Network Statistics (page 155) report to view network bandwidth utilization versus time. Drill down and identify peak bandwidth consumers by clicking the graph's data points. See which application and which machine use bandwidth at any point in time. Warning: Applications that do not use the Windows TCP/IP stack in the standard way may conflict with the driver used to collect information and block access, especially older legacy applications.

Multiple Agents
If multiple agents (page 46) are installed on a machine, only one agent at a time controls the drivers required to use File Access (page 85), Network Access (page 87), Application Blocker (page 89). These functions can only be performed by the agent controlling these drivers.

To approve or deny network access to one or more applications

1. Check the checkbox next to one or more machine IDs in the Machine.Group ID column. 2. Click the link of any machine ID in the Machine.Group ID column. It does not have to be the machine ID you checked. This displays the Application List popup window, listing all applications installed on that machine ID. The list is based on the latest audit that was performed for that machine ID. 3. Since the list in the Application List window may be large, you can control the applications displayed by clicking Filter to filter the list. 4. Check the checkboxes next to the application name you wish to approve or deny network access to. 5. You can also enter application names in the Add applications not found by audit here edit field, to identify applications not listed. 6. Click the Select button to confirm your selections and close the Application List window. The selected applications now display at the top of the page. 7. Click Approve Apps or Deny Apps. The applications selected in the Application List window are added from the Approved Apps/Denied Apps column.

To remove approve and deny settings for one or more machine IDs
1. Check the checkbox next to one or more machine IDs in the Machine.Group ID column. 2. Click the Remove Apps button.

Network Access Options

Notify user when app blocked - Notify the user when a blocked application attempts to access the network. Use this function to build up the access list based on normal usage. This lets you see

Agent which applications on your system are accessing the network and when. The machine user is prompted to select one of four responses when an application is blocked: Always - Allows the application access to the network indefinitely. Users will not be prompted again. Yes - Allows the application access to the network for the duration of the session. Users will be prompted again. No - Denies the application access to the network for the duration of the session. Users will be prompted again. Never - Denies the application access to the network indefinitely. Users will not be prompted again. Enable/Disable driver at next reboot - Enable/Disable the network access protection driver for an agent. Applications that do not use the Windows TCP/IP stack in the standard way may conflict with this driver, especially older legacy applications. The agent can not monitor network statistics or block network access if this driver is disabled. An enabled driver only takes effect after a reboot of the machine. Apply Unlisted Action - An unlisted application is one that has not been explicitly approved or denied access to the network. Select the action to take when an unlisted application attempts to access the network. Ask user to approve unlisted - A confirmation dialog box displays if an unlisted application attempts to access the network. Approve all unlisted - The unlisted application is granted access to the network. Deny all unlisted - The unlisted application is denied access to the network and the application is closed on the managed machine.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Notify User
A green checkmark in the Notify User column indicates that the managed machine user is notified when an application attempts to access the network that has been denied network access. To notify the user when a application has been denied:

88

1. Select machine IDs. 2. Click the Enable button for Notify user when app is blocked. To remove this notification: 1. Select machine IDs that display a green checkmark in the Notify column. 2. Click the Disable button for Notify user when app is blocked.

Enable Driver
Identifies on a per machine ID basis, which machines have the network protection driver enabled or not. An enabled driver only takes effect after a reboot of the machine.

Unlisted Action
Displays the Unlisted Action to take when an unlisted application attempts to access the network. See Apply Unlisted Action above.

Approved Apps / Denies Apps / Remove Apps / Remove All

These settings can only be applied once the driver is enabled. Approved applications are listed in the first row. Denied applications are listed in the second row. If the Approve all unlisted radio option is selected and applied to a machine ID, then the approved application list is replaced by the phrase Approve All Unlisted. If Deny all unlisted radio option is selected and applied to a machine ID, then the denied application list is replaced by the phrase Deny All Unlisted. Click Remove Apps to remove a selected applications from selected machines. Click Remove All to remove all applications from selected machines.

Application Blocker
Agent > Application Blocker The Application Blocker page prevents any application from running on a machine ID. Blocked applications cannot be renamed, moved, or deleted from the system.

Multiple Agents
If multiple agents (page 46) are installed on a machine, only one agent at a time controls the drivers required to use File Access (page 85), Network Access (page 87), Application Blocker (page 89). These functions can only be performed by the agent controlling these drivers.

Block
To block an application from running on a machine: 1. Select one or more machine IDs. Only machine IDs currently matching the Machine ID / Group ID filter (page 26) are displayed. 2. Enter the application's filename in the edit box. The application can be referenced by file name and/or a portion of the full path. For example, adding an application named blockme.exe to the list, prevents all occurrences of blockme.exe, on any directory or on any drive, from running. Adding myfolder\blockme.exe prevents occurrences of the application in any directory named myfolder from running. 3. Click the Block button.

Agent 4. The blocked application displays in the Application column beside the selected machine IDs.

Unblock
To unblock an application from the blocked list: 1. Select one or more machine IDs that show blocked applications in the Application column. 2. Click the Unblock button. This opens a File Access popup window listing all blocked applications for the selected machine IDs. 3. Click one or more blocked applications. 4. Click the Unblock button. The window closes. 5. The blocked application no longer displays in the Application column beside the selected machine IDs.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Application
Filename of the application being blocked.

90

Chapter 4

Agent Procedures
In This Chapter
Agent Procedures Overview Schedule / Create Distribution Agent Procedure Status Patch Deploy Application Deploy Packager Get File Distribute File 93 94 120 122 123 124 127 127 128

91

Agent Procedures

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

92

Agent Procedures Overview

Agent Procedures Use the Agent Procedures module to create and schedule automated tasks on managed machines.

Installations
You can schedule the installation of Microsoft and non-Microsoft applications and patches using Patch Deploy (page 123) and Application Deploy (page 124).
Note: See Patch Management (page 309) to install Microsoft patches on managed machines.

When a pre-defined install solution cannot be used, use Packager (page 127) to create a self-extracting file ready for automated distribution.

File Transfers
Transfer files to and from managed machines using Get File (page 127) and Distribute File (page 128).

Agent Procedure Analysis

You can view the status of all procedures run on a managed machine using Agent Procedure Status (page 122). You can also spread out the impact agent procedures have on network traffic and server loading using Distribute (page 120).

Operating Systems
Customized agent procedures include specifying what type of operating system they should be run on, including managed machines running the Macintosh and Linux. Functions
Schedule / Create (page 94) Distribution (page 120) Agent Procedure Status (page 122)

Description
Automates user-defined tasks on managed machines by creating and scheduling agent procedures. Minimizes network traffic and server loading by executing agent procedures evenly throughout the day. Shows the status of agent procedures executed on managed machines: machine ID.group ID, time of the last executed agent procedure, results of the executed agent procedure, and the number of times the agent procedure has been executed. Use this wizard tool to create procedures to deploy Microsoft patches to managed machines. Use this wizard tool to create procedures to deploy non-Microsoft install packages (setup.exe) to managed machines. An external application that allows users to create customized installation packages deployable on managed machines. View and manage files uploaded to the KServer from managed machines using the Get File agent procedure command. Write files to all selected managed machines and maintain them.

Patch Deploy (page 123) Application Deploy (page 124) Packager (page 127) Get File (page 127) Distribute File (page 128)

Agent Procedures

Schedule / Create
Agent Procedures > Schedule / Create The Schedule / Create page automates user-defined tasks on managed machines by creating and scheduling agent procedures.

Folder Trees
Agent procedures are organized using two folder trees in the middle pane, underneath Private and Shared cabinets. Use the following options to manage objects in these folder trees:

Always Available
Manage Files - See Manage Files Stored on Server (page 118) for more information. Manage Variables - See Variable Manager (page 117) for more information. Folder Properties - Display the name, description, and owner of a folder, and your access rights to the a folder. (Apply Filter) - Enter text in the filter edit box, then click the funnel icon to apply filtering to the folder trees. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the folder trees.

When a Folder is Selected

Share Folder - Shares a folder with user roles and individual users. Applies to shared cabinet folders only.
Note: See guidelines for share rights to objects within folder trees in the Folder Rights (page 119) topic.

Add Folder - Creates a new folder underneath the selected cabinet or folder. Delete Folder - Deletes a selected folder. Rename Folder - Renames a selected folder. New Procedure - Opens the Agent Procedure Editor (page 96) to create a new procedure in the selected folder of the folder tree. Import Folder/Procedure - Imports a folder or procedure as children to the selected folder in the folder tree.
Note: Legacy scripts can be imported into Kaseya 2.

Export Folder - Exports the selected folder and all its procedures as an XML file. The XML file can be re-imported. Take Ownership - Takes ownership (page 119) of a folder you do not own. This option only displays for master role users (page 612).

When a Procedure is Selected

Edit Procedure - Opens the Agent Procedure Editor (page 96) to edit the selected procedure. Delete Procedure - Deletes the selected procedure. Export Procedure - Exports the selected procedure. Rename Procedure - Renames the selected procedure.

Creating / Editing Agent Procedures

To create a new procedure, select a cabinet or folder in the middle pane, then click the New Procedure button to open the Agent Procedure Editor (page 96). To edit an existing procedure, select the procedure, then click the Edit Procedure button to open the Agent Procedure Editor (page 96). You can also double-click a procedure to edit it. 94

Note: Access to creating or editing a procedure depends on your Folder Rights (page 119).

Running / Scheduling / Viewing Agent Procedures

When a procedure is selected in the middle pane, the following tabs display In the right-hand pane: Schedule - Select one or more machine IDs in this tab's table, then click one of the following action buttons: Schedule Procedure - Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Schedule will be based on the timezone of the agent (rather than server) - If checked, time settings set in the Scheduler dialog reference the local time on the agent machine to determine when to run this task. If blank, time settings reference server time, based on the server time option selected in System > Preferences. Defaults from the System > Default Settings page. Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.
Note: You can stagger the running of scheduled agent procedures using Agent Procedures > Distribution (page 120).

Run Now - Run this agent procedure on each selected machine ID immediately. Cancel - Cancel the scheduled agent procedure on each selected machine ID. View Procedure - Provides a display only view of the procedure. A user can execute an agent procedure and view it without necessarily being able to edit it. See Folder Rights (page 119) for more information. Used by - Displays a list of other procedures that execute this procedure. Agent procedures that are used by other agent procedures cannot be deleted.

Agent Procedure Failure Alerts

The Alerts - Agent Procedure Failure (page 239) page triggers an alert when an agent procedure fails to execute on a managed machine. For example, if you specify a file name, directory path or registry key in an agent procedure, then run the agent procedure on a machine ID for which these values are invalid, you can be notified about the agent procedure failure using this alerts page.

Logging Failed Steps in Procedures

The System > Configure (page 420) page includes the following option - Enable logging of procedure errors marked "Continue procedure if step fail" - If checked, failed steps in procedures are logged. If blank, failed steps in procedures are not logged.

Agent Procedures

View Definitions
You can filter the display of machine IDs on any agent page using the following agent procedure options in View Definitions (page 28). With procedure scheduled/not scheduled Last execution status success/failed Procedure has/has not executed in the last N days

Agent Procedure Editor

Creating / Editing Agent Procedures
To create a new procedure, select a cabinet or folder in the middle pane, then click the New Procedure button to open the Agent Procedure Editor (page 96). To edit an existing procedure, select the procedure, then click the Edit Procedure button to open the Agent Procedure Editor (page 96). You can also double-click a procedure to edit it.
Note: Access to creating or editing a procedure depends on your Folder Rights (page 119).

The Agent Procedure Editor

The outline of the entire agent procedure displays in the left-hand pane of the editor. The parameters for each statement display in the right-hand pane.
Note: See IF-ELSE-STEP Commands (page 97) for a detailed explanation of each statement's parameters.

Title
This the first step in the procedure, where you set the name and description of the procedure.

Action Buttons
New Step - Creates a step below the currently selected statement. New IF - Creates a pair of IF-Else statements below the currently selected statement. Toggle Else - Adds or removes the corresponding Else statement for a selected IF statement. Only displays if an IF statement is selected. Copy - Copies a single Step or IF statement to the clipboard. Copying an IF statement includes all child statements, so you quickly copy and paste entire IF branches within the same procedure. Paste - Pastes a Step or IF statement just below a selected statement. Delete - Deletes the currently selected Step, IF or Else statement.

Closing the Editor

Save and Close - Saves and closes the procedure. Save - Saves the procedure. Save As - Saves the procedure to a different name. Cancel - Cancels changes made to the procedure.

Drag and Drop

- Drag any statement and drop it above another statement. - Drag any statement and drop it below another statement. - Drag any statement and drop it between another statement. - Drag any statement to a procedure Title, IF or Else statement and add it as a child statement.

96

Guidelines
Click any Step, IF or Else statement in a procedure to see its properties in the right-hand pane. You can edit these properties immediately. You can nest steps within multiple IF or Else statements. You can toggle the removal of an Else statement without removing its corresponding IF statement. You can set a Step to allow a procedure to continue running even if that particular Step fails.

IF-ELSE-STEP Commands
The following is a summary of standard IF-ELSE-STEP commands used in VSA agent procedures. IF Definitions
Application is Running (page 100) Check Registry Value (page 101) Tests to see if the specified application is running. Evaluates the given registry value.

Check 64-bit Registry Value (page 101) Evaluates the given 64-bit (page 114) registry value. Check Variable (page 101) Evaluate Expression (page 102) Evaluates the given agent variable. See Using Variables (page 115). Compares a variable with a supplied value.

Memory check - Total RAM (page 102) Evaluates the total amount of memory reported by the latest audit of the agent. Service is Running (page 102) Test File (page 102) Test File in Directory Path (page 103) Determines if a service is running on the managed machine. Tests for the existence of a file. Tests for the existence of a file in the current directory path returned by Get Directory Path From Registry. Tests for the existence of the given registry key. Tests for the existence of the given 64-bit registry key. Always returns True, executing IF branch. Determines whether the user is either:

Test Registry Key (page 103) Test 64-bit Registry Key (page 103) True (page 103) User Activity Check (page 103)

Idle or not logged on, or Active

User Is Logged In (page 103) User Response is Yes (page 103) Tests whether a specific user, or any user, is logged in or not. Presents a Yes/No dialog box to the user.

Windows 32 or 64 Bit Check (page 104) Determines if the current Windows OS is 32 or 64-bit.

STEP Definitions
Capture Desktop Screenshot (page 104) Change Domain User Group (Run on Domain Controller) (page 104) Change Local User Group (page 104) Captures a desktop screenshot of the agent machine and uploads it to the Kserver. Changes a domain user's membership in a domain user group. Changes a local user's membership in a local user group.

Agent Procedures
Close Application (page 104) Copy File (page 104) Closes a running application. Copies a file from one directory to another.

Copy File Use Credentials (page 105) Copies a file from one directory to another using a user credential. Create Domain User (run on Domain Controller) (page 105) Create Event Log Entry (page 105) Adds a new user to an Active Directory domain when run on a domain controller. Creates an event log entry in either the Application, Security or System event log types. You can create a Warning, Error or Informational event with your own description. Adds a new local user account to a machine. Deletes a directory from the agent machine. Deletes a file from the managed machine.

Create Local User (page 105) Delete Directory (page 105) Delete File (page 105)

Create Windows File Share (page 105) Creates a new file share on a Windows machine.

Delete File in Directory Path (page 106) Deletes file in directory returned by Get Directory Path From Registry. Delete Registry Key (page 106) Delete 64-bit Registry Key (page 106) Delete Registry Value (page 106) Delete User (page 106) Disable User (page 106) Disable Windows Service (page 106) Enable User (page 106) Execute File (page 106) Execute File in Directory Path (page 107) Execute Powershell (page 107) Execute Procedure (page 107) Execute Shell Command (page 107) Execute Shell Command - Get Results to Variable (page 107) Execute VBScript (page 108) Get Directory Path From Registry (page 108) Get File (page 108) Get File in Directory Path (page 108) Deletes a key from the registry. Deletes a 64-bit (page 114) key from the registry. Deletes a value from the registry. Deletes a user from the agent machine. Disables a user, preventing logon to the agent machine. Disables a Windows service. Enables a previously disabled user, allowing the user to logon to the OS. Executes any file as if it was run from the Run item in the Windows Start menu. Same as execute file. File location is relative to the directory returned by Get Directory Path From Registry. Executes a powershell file, or command with arguments or both. Starts another VSA agent procedure on the current machine. Runs any command from a command shell. Executes a shell command and returns output created during and after its execution to a variable. Runs a Vbscript, with or without command line arguments. Returns the directory path stored in the registry at the specified location. Result used in subsequent steps. Gets a file from the managed machine and saves it to the KServer. Gets a file from the managed machine located relative to the directory returned by Get Directory Path From Registry and saves it to the KServer.

Delete 64-bit Registry Value (page 106) Deletes a 64-bit (page 114) value from the registry.

98

Get URL (page 108) Get URL (Use Patch File Source Setting) (page 109) Get Variable (page 109)

Returns the text and HTML contents of a URL and stores it to a file on the managed machine. Downloads a file from a given URL to a target folder and file for that agent. Uses the Patch Management > File Source settings. Gets a value from the agent on the managed machine and assigns it to a variable. See Using Variables (page 115). Generates a random number.

Get Variable - Random Number (page 109)

Get Variable - Universal - Create (page Gets a variable that persists outside of the 109) immediate procedure's execution. Get Variable - Universal - Read (page 109) Give current user admin rights (page 109) Impersonate User (page 109) Reads up to three variables you have previously created using the Get Variable Universal Create step. Adds the current user to the local administrators group on the agent machine, either permanently or for a temporary period of time. Specifies the user account to use when executing a file or shell when Execute as the logged on user is specified in a subsequent command. Silently installs a package using the apt-get command in Linux.

Install Apt-Get Package (Linux) (page 109)

Install Deb Package (Linux) (page 110) Silently installs a Debian package on any Linux OS that supports .deb packages. Install DMG (OS X) (page 110) Install MSI (page 110) Install PKG (OS X) (page 110) Install RPM (Linux) (page 110) Log off Current User (page 110) Pause Procedure (page 110) Reboot (page 110) Reboot with warning message (page 110) Remove Windows File Share (page 111) Rename Locked File (page 111) Rename Locked File in Directory Path (page 111) Schedule Procedure (page 111) Send Email (page 111) Send Message (page 111) Send URL (page 111) Set Registry Value (page 111) Silently installs a .DMG package in OS X. Installs an MSI file for Windows. Silently installs a .PKG package in OS X. Silently installs an RPM package on any Linux OS that supports installing RPMs. Automatically logs off the current user. Pauses the procedure for N seconds. Reboots the managed machine. Reboots a machine, displaying a warning message to the end-user before the reboot process occurs. Removes a file share from a Windows agent. Renames a file that is currently in use. Renames a file currently in use in directory returned by Get Directory Path From Registry. Schedules an agent procedure to run on a specified machine. Sends an email to one or more recipients. Displays a message in a dialog box on the managed machine. Opens a browser to the specified URL on the managed machine. Sets the registry value to a specific value.

Agent Procedures
Set 64-bit Registry Value (page 111) Start Windows Service (page 112) Stop Windows Service (page 112) Transfer File (page 112) Uninstall by Product GUID (page 112) Unzip file (page 112) Update System Info (page 112) Use Credential (page 113) Sets the 64-bit (page 114) registry value to a specific value. Runs a Start command for a Windows service, if it exists. Runs a Start command for a Windows service if it exists. Transfers a file from the agent machine running this step to another agent machine. Silently uninstalls a product based on its MSI GUID. Extracts the contents of a specified zip file to a target folder. Updates the selected System Info field with the specified value. Specifies that Set Credential should be used when Execute as the logged on user is specified in a subsequent command. Sets the Service Recovery Settings for any given service in Windows. Writes a directory from the server to the managed machine. Writes a file stored on the KServer to the managed machine. Transfers a file from another agent machine to the agent machine running this step.

Windows Service Recovery Settings (page 113) Write Directory (page 113) Write File (page 113) Write File - From Agent (page 113)

Write File in Directory Path (page 113) Writes a file stored on the KServer to the managed machine using the directory returned by Get Directory Path From Registry. Write Procedure Log Entry (page 114) Writes a string to the Agent Procedure Log. Write text to file (page 114) Zip Directory (page 114) Writes text to a file on the agent machine. Compresses a directory and any subdirectories or files it contains into a zip file on the agent machine. Compresses a single file or files into a zip file on the agent machine.

Zip File(s) (page 114)

IF Commands
Application is Running
Checks to see if a specified application is currently running on the managed machine. If the application is running, the IF command is executed; otherwise, the ELSE command is executed. When this option is selected from the drop-down list, the Enter the application name field appears. Specify the process name for the application you want to test. For example, to test the Calculator application, specify calc.exe, which is the process name that displays in the Processes tab of the Windows Task Manager.

100

Check Registry Value / Check 64-Bit (page 114) Registry Value

After entering the registry path, the value contained in the key is returned. A check can be made for existence, absence, equality, or size differences. For example, HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\AppPaths\Agen tMon.exe\path contains the directory path identifying where the agent is installed on the target machine. The test determines if the value stored for this key exists, thereby verifying the agent is installed. A backslash character \ at the end of the key returns the default value of that key. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\WORDPAD.EXE\ returns a default value, such as %ProgramFiles%\Windows NT\Accessories\WORDPAD.EXE The available tests are: Exists : true if the registry key exists in the hive. Does Not Exist : true if the registry key does not exist in the hive. = : true if value of the registry key equals the test value. Not = : true if value of the registry key does not equal the test value. > : true if value of the registry key is greater than the test value (value must be a number). >= : true if value of the registry key is greater than or equal to the test value (value must be a number). < : true if value of the registry key is less than the test value (value must be a number). <= : true if value of the registry key is less than or equal to the test value (value must be a number). Contains : true if the test value is a sub string of the registry key value (value must be a string). Not Contains : true if the test value is not a sub string of the registry key value (value must be a string).

Check Variable
Enter a variable name, in the form #var_name#, in the space provided. Check Variable evaluates the current values assigned #var_name# and compares it with the supplied value. The supplied value may also be another variable name in the form of #var_name2#. If the check is true, IF commands are executed. If the check is false, ELSE steps are executed. See Using Variables (page 115). The available tests are: Exists : true if the variable exists. Does Not Exist : true if the variable does not exist. = : true if value of the variable equals the test value. Not = : true if value of the variable does not equal the test value. > : true if value of the variable is greater than the test value. >= : true if value of the variable is greater than or equal to the test value. < : true if value of the variable is less than the test value. <= : true if value of the variable is less than or equal to the test value. Contains : true if the test value is a sub string of the variable value. Not Contains : true if the test value is not a sub string of the variable value. Begins With : true if the test value begins with the variable value. Ends With : true if the test value ends with the variable value.

Agent Procedures For the tests =, Not =, >, >=, <, and <= the variables compared may be a string, a number, a date in the format of yyyy/mm/dd or yyyy/mm/dd hh:mm or yyyy/mm/dd hh:mm:ss, or a version number containing dots or commas such as 1.2.3 or 4,5,6,7. If a date format is specified, it may be offset using + dd:hh:mm:ss or - dd:hh:mm:ss. Only dd days are required; hh hours, mm minutes, and ss seconds may be omitted and are assumed to be zero when absent. CURRENT_TIMESTAMP may be specified to indicate that the current time be substituted in the comparison at the time the procedure is executed. e.g. CURRENT_TIMESTAMP - 7:12:00:00 will be evaluated as 7 days and 12 hours subtracted from the time that the procedure is executed.

Evaluate Expression
Enter an expression containing one or more variable names, in the form #var_name#, in the space provided. Evaluate Expression uses the current value assigned to each #var_name#, evaluates the mathematical expression, and compares it with the supplied value. The supplied value may also be another expression. The mathematical expression may contain +, -, *, /, (, and ). e.g. (3.7 + (200 * #countA#)) / (#countB# - #countC#). If the check is true, IF steps are executed. If the check is false, ELSE steps are executed. The available tests are: = : true if value of the variable equals the test value. Not = : true if value of the variable does not equal the test value. > : true if value of the variable is greater than the test value. >= : true if value of the variable is greater than or equal to the test value. < : true if value of the variable is less than the test value. <= : true if value of the variable is less than or equal to the test value.
Note: Cannot be used with Exists, Does Not Exist, Contains, or Not Contains operators.

Memory check - Total RAM

Evaluates the total amount of memory reported by the latest audit of the agent. This could come in helpful in ensuring a system meets the resource requirements of an application before an installation is attempted. Operating systems supported: Windows, OS X, Linux

Service is Running
Determines if a service is running on the managed machine. Specify the service name. True if the service name is running. False if the service name is stopped or does not exist.
Note: Be sure to use the service name of the service, not the display name of the service. For example, the display name of the service for Microsoft SQL Server is SQL Server (MSSQLSERVER), but the service name of the service is MSSQLSERVER. For Windows machines, right click any service in the Services window and click the Properties option to see the service name of that service.

Test File
Determines if a file exists on a managed machine. Enter the full path and file name. Test File compares the full path and file name with the supplied value. If the check is true, IF commands are executed. If the check is false, ELSE steps are executed.
Note: Environment variables such as %windir%\notepad.exe are acceptable.

102

The available tests are: Exists : true if the full path and file name exists. Does not Exist : true if the full path and file name does not exist. Contains : true if the test value is a sub string of the file content. Not Contains : true if the test value is not a sub string of the file content. Begins With : true if the test value begins with the variable value. Ends With : true if the test value ends with the variable value.

Test File in Directory Path

Tests the specified file located at the path returned using the Get Directory Path From Registry step. The available tests are: Exists : true if the file name exists. Does not Exist : true if the file name does not exist. Contains : true if the test value is a sub string of the file content. Not Contains : true if the test value is not a sub string of the file content. Begins With : true if the test value begins with the variable value. Ends With : true if the test value ends with the variable value.

Test Registry Key / Test 64-bit (page 114) Register Key

Tests for the existence of a registry key. Test Registry Key differs from Check Registry Value since it can check for a directory level registry entry that only contains more registry keys (no values).

True
Selecting True directs the IF commands to execute. Use True to directly execute a series of steps that do not require any decision points, such as determining whether a file exists using Test File.

User Activity Check

Determines whether the user is either: Idle or not logged on, or Active Operating systems supported: Windows, OS X, Linux

User Is Logged In
Tests to see if a specific user or any user is logged on the managed machine. Enter the machine user's logon name or leave the field blank to check for any user logged on. The IF commands are executed if a user is logged on. The ELSE steps are executed if the user is not logged on.

User Response is Yes

Displays a dialog box on the managed machine with Yes and No buttons. Also carries out the ELSE command if a specified amount of time has timed out. If Yes is selected by the machine user, the IF command is executed. If the selection times out or the machine user selects No, the ELSE command is executed. This function requests the machine user's permission to proceed with the agent procedure. This query is useful for agent procedures that require a reboot of the managed machine before completion.

Agent Procedures Procedure variables, for example #varName#, may be used inside User Response is Yes fields to dynamically generate messages based on procedure data.

Windows 32 or 64 Bit Check

Determines if the current Windows OS is 32 or 64-bit. Operating systems supported: Windows

STEP Commands
Capture Desktop Screenshot
Captures a desktop screenshot of the agent machine and uploads it to the Kserver. The screenshot is saved as a PNG file with a unique name in a folder dedicated to that agent. You can access these files from the Agent > Documents (page 143) page or from Live Connect (page 384). End-user notification options must be selected based on the level of user notification desired, silently capturing a screenshot, notifying the user that the capture will take place, or asking to approve the capture. A custom message can be entered if end-user notification or permission requesting is selected. Otherwise a standard message displays. Operating systems supported: Windows, OS X

Change Domain User Group (Run on Domain Controller)

Changes a domain user's membership in a domain user group. This STEP must be run on a domain controller. Enter the domain username of the member being added or removed from the domain user group. Then select whether to add or remove membership. Then select the domain user group. Operating systems supported: Windows

Change Local User Group

Changes a local user's membership in a local user group. Enter the local username of the member being added or removed from the local user group. Then select whether to add or remove membership. Then select the group. Operating systems supported: Windows

Close Application
If the specified application is running on the managed machine, then that application is closed down. Specify the process name for the application you want to close. For example, to close the Calculator application, specify calc.exe, which is the process name that displays in the Processes tab of the Windows Task Manager.

Copy File
Copies a file from one directory to another on the agent machine. If the target file exists, you must check a box to overwrite an existing file. Be sure to keep in mind folder syntax when running this STEP across different operating systems, for example, c:\temp\tempfile.txt for Windows and /tmp/tempfile.txt for OS X and Linux. Operating systems supported: Windows, OS X, Linux

104

Copy File Use Credentials

Copies a file from a directory on a machine and attempts to copy the file to a target directory and filename. The copy process uses either: The user credential specified for an agent using Agent > Set Credentials (page 82), or The user credential specified by an Impersonate User step before this step. This STEP is mostly used for accessing files across network UNC shares. If the target file exists, you must check a box to overwrite an existing file. Be sure to keep in mind folder syntax when running this STEP across different operating systems, for example, c:\temp\tempfile.txt for Windows and /tmp/tempfile.txt for OS X and Linux. Operating systems supported: Windows, OS X, Linux

Create Domain User (run on Domain Controller)

Adds a new user to an Active Directory domain when run on a domain controller. Enter a domain user name to create, then a password that meets the domain's complexity requirements for user accounts, then select the domain group the user will be added to, either Domain Users or Domain Admins. Operating systems supported: Windows

Create Event Log Entry

Creates an event log entry in either the Application, Security or System event log types. You can create a Warning, Error or Informational event with your own description. The created event is hard-coded to use an Event ID of 607. Operating systems supported: Windows

Create Local User

Adds a new local user account to a machine. Enter a local user name to create, then a password that meets local user account complexity requirements, then select the group the user will be added to. Operating systems supported: Windows, OS X, Linux

Create Windows File Share

Creates a new file share on a Windows machine. You must type in the name of the file share as it will be accessed over the network, and enter the source folder on the agent for the file share. This folder will be created if it does not yet exist. Operating systems supported: Windows

Delete Directory
Deletes a directory from an agent machine. Ensure you have your directory syntax correct for Windows vs. OS X/ Linux. To ensure all sub-directories and files are also removed, check the Recursively delete subdirectories and files checkbox. Operating systems supported: Windows, OS X, Linux

Delete File
Deletes a file on a managed machine. Enter the full path and filename.

Agent Procedures
Note: Environment variables are acceptable if they are set on a user's machine. For example, using a path %windir%\notepad.exe would be similar to C:\windows\notepad.exe. Note: You can delete a file that is currently in use using the Rename Locked File command.

Delete File in Directory Path

Deletes the specified file located at the path returned using the Get Directory Path From Registry command.

Delete Registry Key / Delete 64-bit (page 114) Registry Key

Deletes the specified registry key and all its sub-keys.

Delete Registry Value / Delete 64-bit (page 114) Registry Value

Deletes the value stored at the specified registry key.

Delete User
Deletes a user from the agent machine. Operating systems supported: Windows, OS X, Linux

Disable User
Disables a user, preventing logon to the agent machine. Operating systems supported: Windows, OS X, Linux

Disable Windows Service

Disables a Windows service. Operating systems supported: Windows

Enable User
Enables a previously disabled user, allowing the user to logon to the OS. Operating systems supported: Windows, OS X

Execute File
Executes the specified file on the managed machine. This function replicates launching an application using the Run command located in the Microsoft Windows Start menu. This function takes three parameters: Full path filename to the .exe file. Argument list to pass to the .exe file Option for the procedure to wait until the .exe completes or not.
Note: Environment variables are acceptable, if they are set on a user's machine. For example, using a path %windir%\notepad.exe, would be similar to C:\windows\notepad.exe.

106

If Execute as the logged on user is selected, then a credential must be specified by running either the Impersonate User (page 109) or Use Credential (page 113) command before this command. If run Execute as the system account is selected, execution is restricted to the agent's system level access.

Execute File in Directory Path

Same as Execute File except the location of the .exe file is located at the path returned from a Get Directory Path From Registry command. If Execute as the logged on user is selected, then a credential must be specified by running either the Impersonate User (page 109) or Use Credential (page 113) command before this command. If run Execute as the system account is selected, execution is restricted to the agent's system level access.

Execute Powershell
Executes a powershell script, including: a Powershell .PS1 file a Powershell command with special arguments a combination of both Operating systems supported: Windows XP SP3+/Server 2008 with Powershell add-on, Windows 7, Windows Server 2008

Execute Procedure
Causes another named procedure to execute. Use this capability to string multiple IF-ELSE-STEP procedures together. If the procedure no longer exists on the KServer, an error message displays next to the procedure drop-down list. You can use this command to run a system procedure (page 611). You can nest procedures to 10 levels.

Execute Shell Command

Allows the procedure to pass commands to the command interpreter on the managed machine. When this command is selected, the field Enter the command to execute in a command shell is displayed. Enter a command in the field. The command must be syntactically correct and executable with the OS version on the managed machine. Commands and parameters containing spaces should be surrounded by quotes. Since the command is executed relative to the agent directory, absolute paths should be used when entering commands.
Note: Execute Shell Command opens a command prompt window on the managed machine to execute in. If you do not want a window opening on the managed machine, because it might confuse users, put all the commands in a batch file. Send that file to the managed machine using the Write File command. Then run the batch file with the Execute File command. Execute File does not open a window on the managed machine.

If Execute as the logged on user is selected, then a credential must be specified by running either the Impersonate User (page 109) or Use Credential (page 113) command before this command. If run Execute as the system account is selected, execution is restricted to the agent's system level access.

Execute Shell Command - Get Results to Variable

Executes a shell command and returns output created during and after its execution to a variable. The variable must be referred to in subsequent steps as #global:cmdresults#. Operating systems supported: Windows, Linux, OS X

Agent Procedures

Execute VBScript
Runs a Vbscript, with or without command line arguments. If the Vbscript displays a popup window or notifies the end user, check the box for Use Wscript instead of Cscript. Operating systems supported: Windows

Get Directory Path From Registry

Returns a file path stored in the specified registry key. Use this command to fetch the file location. For instance, use this command to find the directory where an application has been installed. The result can be used in subsequent steps by: Delete File in Directory Path Execute File in Directory Path Get File in Directory Path Rename Locked File in Directory Path Test File in Directory Path (an IF command) Write File in Directory Path

Get File
Upload the file at the specified path from the managed machine. Be sure to enter a full path filename that you want to upload. Example: news\info.txt. Folders are created when the Get File command is run, if they don't already exist. The file is stored on the KServer in a private directory for each managed machine. View or run the uploaded file using Agent Procedures > Get File (page 127). Optionally, existing copies of uploaded files are renamed with a .bak extension prior to the next upload of the file. This allows you to examine both the latest version of the file and the previous version. Optionally create a Get File alert if the uploaded file differs or is the same from the file that was uploaded previously. You must create a Get File alert for a machine ID using the Monitor > Alerts - Get File (page 230) page to enable the sending of an alert using the Get File command. Once defined for a machine ID, the same Get File alert is active for any agent procedure that uses a Get File command and is run on that machine ID. Turn off alerts for specific files in the agent procedure editor by selecting one of the without alerts options.

Get File in Directory Path

Just like the Get File command but it adds the path returned from the Get Directory Path From Registry command to the beginning of the remote file path. Access the uploaded file using the Agent Procedures > Get File (page 127) function.

Get URL
Returns the text and HTML contents of a URL and stores it to a file on the managed machine. To demonstrate this to yourself, try specifying www.kaseya.com as the URL and c:\temp\test.htm as the file to store the contents of this URL. A copy of the web page is created on the managed machine that contains all of the text and HTML content of this webpage. You can search the contents of the file on the managed machine in a subsequent command. Another use is to download an executable file that is available from a web server, so that you don't need to upload the file to the VSA server nor use the VSA's bandwidth to write the file down to each agent. You can use a subsequent command to run the downloaded executable on the managed machine.

108

Get URL (Use Patch File Source Setting)

Downloads a file from a given URL to a target folder and file for that agent. Uses the Patch Management > File Source (page 344) settings. Operating systems supported: Windows

Get Variable
Defines a new agent variable. When the procedure step executes, the system defines a new variable and assigns it a value based on data fetched from the managed machine's agent.
Note: See Using Variables (page 115) for the types of variable values supported by the Get Variable command.

Get Variable - Random Number

Generates a random number which can then be accessed as the variable #global:rand# in a subsequent step. Operating systems supported: Windows, OS X, Linux

Get Variable - Universal - Create

Gets a variable that persists outside of the immediate procedure's execution. This can be useful for passing a variable to another agent procedure using the Schedule Procedure step. You can create up to three variables. You can enter either string data or variables created in an earlier step. Variables created using this step can only be read using the Get Variable Universal Read step in any subsequent step. Operating systems supported: Windows, OS X, Linux

Get Variable - Universal - Read

Reads up to three variables you have previously created using the Get Variable Universal Create step. These variables must be referred to as #global:universal1#, #global:universal2#, and #global:universal3#. Please see the initial Get Variable Universal Create step for more detail. Operating systems supported: Windows, OS X, Linux

Give current user admin rights

Adds the current user to the local administrators group on the agent machine, either permanently or for a temporary period of time. This change does not take effect until the user logs off. It is recommended you leverage the Log off Current User step. Operating systems supported: Windows

Impersonate User
Enter a username, password, and domain for the agent to logon with. This command is used in a procedure before an Execute File, Execute File in Directory Path or Execute Shell Command that specifies the Execute as the logged on user option. Leave the domain blank to log into an account on the local machine. Use Impersonate User to run an agent procedure using a credential specified by agent procedure. Use Use Credential to run an agent procedure using a credential specified by managed machine.

Install Apt-Get Package (Linux)

Silently installs a package using the apt-get command in Linux.

Agent Procedures Operating systems supported: Linux

Install Deb Package (Linux)

Silently installs a Debian package on any Linux OS that supports .deb packages. Operating systems supported: Linux

Install DMG (OS X)

Silently installs a .DMG package in OS X. If the package is formatted as an Application, it is copied to the /Applications folder. If the .DMG contains a .PKG installer within it, Kaseya attempts to install it. Operating systems supported: OS X

Install MSI
Installs an MSI file for Windows. Options can be selected to either run a quiet installation or to avoid automatically restarting the computer after installation if it is requested. Operating systems supported: Windows

Install PKG (OS X)

Silently installs a .PKG package in OS X. Operating systems supported: OS X

Install RPM (Linux)

Silently installs an RPM package on any Linux OS that supports installing RPMs. Operating systems supported: Linux

Log off Current User

Automatically logs off the current user. An optional warning that the log-off process is about to begin can be entered and displayed to the end-user. Operating systems supported: Windows, OS X

Pause Procedure
Pause the procedure for N seconds. Use this command to give Windows time to complete an asynchronous task, like starting or stopping a service.

Reboot
Unconditionally reboots the managed machine. To warn the user first, use the User Response is Yes command before this command. A User Response is Yes command prompts the user before rebooting their machine.

Reboot with warning message

Reboots a machine, displaying a warning message to the end-user before the reboot process occurs. Operating systems supported: Windows, OS X

110

Remove Windows File Share

Removes a file share from a Windows agent. Operating systems supported: Windows

Rename Locked File

Renames a file that is currently in use. The file is renamed the next time the system is rebooted. The specified filename is a complete file path name. Can be used to delete a file that is currently in use if the "new file name" is left blank. The file is deleted when the system is rebooted.

Rename Locked File in Directory Path

Renames a file that is currently in use that is located in the path returned from a Get Directory Path From Registry command. The file is renamed the next time the system is rebooted. Can be used to delete a file that is currently in use if the "new file name" is left blank. The file is deleted when the system is rebooted.

Schedule Procedure
Schedules a procedure to run on a specified machine. Optionally specifies the time to wait after executing this step before running the procedure and the specified machine ID to run the procedure on. If no machine is specified, then the procedure is run on the same machine running the agent procedure. Enter the complete name of the machine, for example, machine.unnamed.org. This command allows an agent procedure running on one machine to schedule the running of an agent procedure on a second machine. You can use this command to run a system (page 611)procedure. You can nest procedures to 10 levels.

Send Email
Sends an email to one or more recipients. Specifies the subject and body text of the email.

Send Message
Sends the entered message to a managed machine. An additional checkbox, if checked, sends the message immediately. If unchecked, sends the message after the user clicks the flashing agent system tray icon.

Send URL
Displays the entered URL in a web browser window on the managed machine. An additional checkbox, if checked, displays the URL immediately. If unchecked, the URL is displayed after the user clicks the flashing agent system tray icon.

Set Registry Value / Set 64-bit (page 114) Registry Value

Writes data to the specified registry value. This function takes three parameters: Enter the full path to a registry key containing a value - Specify the (Default) value for a registry key by adding a trailing backslash \. Otherwise specify a name for an existing value or to create a new value. See Name column in image below. Example of setting the (Default) value: HKEY_LOCAL_MACHINE\SOFTWARE\000Sample\ Enter the data to write to the registry value Select the data type REG_SZ - String value.

Agent Procedures REG_BINARY - Binary data displayed in hexadecimal format. DWORD - Binary data limited to 32 bits. Can be entered in hexadecimal or decimal format. REG_EXPAND_SZ - An "expandable" string value holding a variable. Example: %SystemRoot%. REG_MULTI_SZ - A multiple string array. Used for entering more than one value, each one separated by a \0 string. Use \\0 to include \0 within a string array value.

Start Windows Service

Runs a Start command for a Windows service, if it exists. Operating systems supported: Windows

Stop Windows Service

Runs a Start command for a Windows service if it exists. Operating systems supported: Windows

Transfer File
Transfers a file from the agent machine running this step to another agent machine. Enter the fully qualified machine ID of the target machine, for example, mymachine.root.kaseya. Then enter the full path and file name of the source file you wish to send from the currently selected agent. Then enter the full path and file name of the target file on the target machine. Operating systems supported: Windows

Uninstall by Product GUID

Silently uninstalls a product based on its MSI GUID. Operating systems supported: Windows

Unzip file
Extracts the contents of a specified zip file to a target folder, with an option to automatically overwrite any previously existing target files or folders. Operating systems supported: Windows, OS X, Linux

Update System Info

Updates the selected System Info field with the specified value for the machine ID this procedure runs on. The System Info fields you can update include all columns in vSystemInfo (page 516) except agentGuid, emailAddr, Machine_GroupID, machName, and groupName. vSystemInfo column information is used by Audit > System Info (page 140), Agent > System Status (page 32), the Filter Aggregate 112

Table (page 30) in View Definitions, and the Aggregate Table (page 153) report.You can update a System Info field using any string value, including the value of any previously defined agent procedure variable.

Use Credential
Uses the credentials set for the machine ID in Set Credential (page 82). This command is used in a procedure before an Execute File, Execute File in Directory Path or Execute Shell Command that specifies the Execute as the logged on user option. Also used to access a network resource requiring a credential from a machine when a user is not logged on. Use Impersonate User to run an agent procedure using a credential specified by agent procedure. Use Use Credential to run an agent procedure using a credential specified by managed machine.
Note: A procedure execution error is logged if a Set Credential procedure command encounters an empty username. Note: Patch Management > Patch Alert (page 346) can alert youor run an agent procedureif a machine ID's credential is missing or invalid.

Windows Service Recovery Settings

Sets the Service Recovery Settings for any given service in Windows. Specify the name of the service you wish to modify, then set both the first and second restart failure options and any subsequent restart failure options. Operating systems supported: Windows

Write Directory
Writes a selected directory, including subdirectories and files, from Manage Files Stored on Server (page 118) to the full path directory name specified on the managed machine.

Write File
Writes a file selected from Manage Files Stored on Server (page 118) to the full path filename specified on the managed machine. Enter a new filename if you want the file to be renamed. Each time a procedure executes the Write File command, the agent checks to see if the file is already there or not by hashing the file to verify integrity. If not, the file is written. If the file is already there, the procedure moves to the next step. You can repeatedly run a procedure with Write File that sends a large file to a managed machine and know that the VSA only downloads that file once.
Note: Environment variables are acceptable if they are set on a user's machine. For example, using the path %windir%\notepad.exe would be equivalent to C:\windows\notepad.exe.

Write File - From Agent

Transfers a file from another agent machine to the agent machine running this step. Transfers a file between agents. Similar to the previous Transfer File step, though in this case you enter the fully qualified machine ID of the source machine that has the file you wish to send to the currently selected agent. First enter the full path and file name of the file you wish to send from the source machine. You then enter the full path and the file name to be created on the target machine. Operating systems supported: Windows

Write File in Directory Path

Writes the specified filename to the path returned from a Get Directory Path From Registry command.

Agent Procedures

Write Procedure Log Entry

Writes the supplied string to the Agent Procedure Log for the machine ID executing this agent procedure.

Write text to file

Writes text to a file on the agent machine, either by appending text to an existing file or by creating a new file if none exists. You enter the text to write to the file, then enter the full path and file name on the agent machine the text will be written to. You can optionally overwrite the entire file with the text you have entered if the file already exists. Operating systems supported: Windows, OS X, Linux

Zip Directory
Compresses a directory and any subdirectories or files it contains into a zip file on the agent machine. Enter the full path to be compressed, which can contain wildcards. Then enter the full path and file name of the zip file to be created or updated. If the target zip file already exists, optionally check a box to overwrite it. Operating systems supported: Windows, OS X, Linux

Zip File(s)
Compresses a single file or files into a zip file on the agent machine. Enter the full path of the file or files to be compressed. Then enter the full path and filename of the zip file to be created or updated. If the target zip already exists, optionally check a box to overwrite it. Operating systems supported: Windows, OS X, Linux

64-Bit Commands
Accessing 64-bit Registry Values
Five 64-bit registry commands and one 64-bit parameter are available in agent procedures. 64-bit Windows isolates registry usage by 32-bit applications by providing a separate logical view of the registry. The redirection to the separate logical view is enabled automatically and is transparent for the following registry keys: HKEY_LOCAL_MACHINE\SOFTWARE HKEY_USERS\*\SOFTWARE\Classes HKEY_USERS\*_Classes Since the Kaseya agent is a 32-bit application, you must use the following commands and parameter to access the registry data that are stored in the above keys by the 64-bit applications.

IF Commands
Check 64-bit Registry Value Test 64-bit Registry Key

STEP Commands
Delete 64-bit Registry Value Delete 64-bit Registry Key Set 64-bit Registry Value 114

 64-bit Registry Value parameter in the Get Variable command

Specifying 64-bit Paths in File Commands

The following commands... Delete File Write File Execute File Rename Locked File Get File ... can specify 64-bit directories using the following variables:
Use This Environment Variable %windir%\sysnative %ProgramW6432% %CommonProgramW6432% To Target This Directory <drive>:\Windows\System32 <drive>:\Program Files <drive>:\Program Files\Common Files

For compatibility reasons, Microsoft has placed 64-bit system files in the \Windows\system32 directory and 32-bit system files in the \Windows\SysWOW64 directory. Similarly, 64-bit application files are installed to the \Program Files and 32-bit application files are installed to the \Program Files (x86) folder. Since the Kaseya agent is a 32-bit application, when a file path containing \Windows\system32 or \Program Files is specified on a 64-bit machine, the file access is automatically redirected to the \Windows\SysWOW64 or \Program Files (x86) folders. To access files in \Windows\system32 and \Program Files folders, use these environment variables when specifying parameters for these file commands.

In Directory Path Commands

The Get Directory Path From Registry commandand any subsequent ...In Directory Path commandcannot be used to access files in the \Program Files and \Windows\System32 directories on a target 64-bit machine. These commands can still access 32-bit or 64-bit files in any other folder.

Identifying 64-bit Machines

64-bit machine IDs typically display a x64 in the Version column of audit pages.

Using Variables
Use variables to store values that can be referenced in multiple procedure steps. Variables are passed automatically to nested procedures. Three Methods for Creating Variables: Procedure Variables - Use the Get Variable command within a procedure to create a new variable name without any special characters. Example: VariableName. In subsequent steps, including steps in nested procedures, reference the variable by bracketing the variable name with the # character. Example: #VariableName#.
Note: Procedures variables cannot be referenced outside of the procedure or nested procedures that use them except for GLOBAL variables. A procedure variable is only visible to the section of the procedure it was created in and any child procedures. Once a procedure leaves the THEN clause or ELSE clause the variable was created in, the variable is out of scope and no longer valid. Use GLOBAL Variables, described below, to maintain visibility of a variable after leaving the THEN clause or ELSE clause the variable was created in.

Managed Variables - Use the Variable Manager (page 117) to define variables that can be used repeatedly in different procedures. You can maintain multiple values for each managed

Agent Procedures variable, with each value applied to one or more group IDs. Managed variables cannot be re-assigned new values within a procedure. Within a procedure, reference a managed variable by bracketing the variable name with the < and > character. Example: <VariableName>. GLOBAL Variables - Non-GLOBAL variables cannot return a changed value of a procedure variable defined by its parent procedure. Non-GLOBAL variables initialized in the child procedure also cannot be passed back to the parent. Variables named with the prefix GLOBAL: (case-insensitive followed by a colon) can pass changed values from the child to the parent, whether the variable is initialized in the parent or the child procedure. Subsequent child procedures can makes use of any GLOBAL variable initialized in any earlier step, regardless of whether that global variable is initialized in a parent procedure or another child procedure. Where Used - Once variables are created you can include them, in their bracketed format, in any text entry field displayed by an IF-ELSE-STEP dialog box. Case Sensitivity - Variable names are case sensitive. Reserved Characters - Because the <, > and # characters are used to identify variable names, these characters must be entered twice as regular text in a command line. For example the following command c:\dir >> filelist.txt is interpreted at procedure runtime as c:\dir > filelist.txt. Types of Variable Values Possible - The following are the types of variable values typically obtained by using the Get Variable parameter. Registry Value - Data from the specified registry value on the managed machine. File Content - Data from a specified file on the managed machine. Constant Value - Specified constant as typed in the procedure editor. Agent Install Directory Path - Directory in which the agent is installed on the managed machine. Agent Install Drive - Drive in which the agent is installed on the managed machine, such as c:\. Agent Working Directory Path - Working directory on the managed machine as specified using Agent > Working Directory (page 78).
Warning: Do not delete files and folders in the working directory. The agent uses the data stored in the working directory to perform various tasks.

User Temporary Directory Path - The temporary directory for the user currently logged on the managed machine. This path is the expansion of the %TEMP% environment variable for the currently logged on user. If no user is logged on, it is the default Windows temporary directory. Machine.Group ID - Machine ID of the agent executing the procedure. File Version Number - The software version number of the specified file on the managed machine. For example, an exe or dll file often contain the version number of their release. File Size - Size in bytes of the specified file on the managed machine. File Last Modified Date - The last modified date and time in universal time, coordinated (UTC) of the specified file on the managed machine in the format of yyyy/mm/dd hh:mm:ss. Automatic SQL View Data Variables - SQL view parameters are available as automatically declared procedure variables. Automatic variables enable you to skip using the GetVariable command before making use of the variable in a step. Use the format #SqlViewName.ColumnName# in a procedure to return the value of a dbo.SqlView.Column for the agent running the agent procedure. See System > Database Views (page 482) for a list of the SQL views and columns that are available.

116

Note: SQL View Data - This older method of returning a database view value is only necessary if you are trying to return a value from a different machine than the machine running the agent procedure. Use the GetVariable command with the SQL View Data option to create a new procedure variable and set it to the value of a dbo.SqlView.Column value. Use the format SqlViewName/ColumnName/mach.groupID or SqlViewName/ColumnName. If the optional machine ID is omitted, then the value for the agent executing the procedure is retrieved. If ColumnName contains a space, surround it with square brackets. Example: vSystemInfo/[Product Name]. See System > Database Views (page 482) for a list of the SQL views and columns that are available.

Automatic Administrator Variables - Three administrator variables are declared automatically. These automatic administrator variables allow agent procedures to access values not present from an SQL view. #adminDefaults.adminEmail# - Email address of the VSA user who scheduled the agent procedure. #adminDefaults.adminName# - Name of the VSA user who scheduled the agent procedure. #scriptIdTab.scriptName# - Name of the agent procedure. WMI Property - A WMI namespace, class, and property. The format of the specified WMI property is NameSpace:Class.Property. For example, root\cimv2:Win32_OperatingSystem.FreePhysicalMemory. Specify an instance using the following syntax: NameSpace:Class[N].Property where [N] is the instance number. For example, root\cimv2:Win32_OnboardDevice[3].Description. The first instance may be specified with or without specifying the [1] instance number. Expression Value - Specify an expression that consists of procedure variables and six mathematical operators +, -, *, /, (, and ) that are evaluated and assigned to a new procedure variable. For example, ((#variable1# + #variable2#) + 17.4) / (#variable3# * 4). The procedure variables must contain numeric values. 64-Bit Registry Value - Data from the specified registry value on the managed machine. Prompt when procedure is scheduled - Displays a message prompt to enter a value when an agent procedure is run. The value is stored in the variable name you specify. Specify the prompt text and variable name. For example, each time this procedure is run, a VSA user could enter a different machine directory. Windows Environment Variables - You can reference Windows environmental variables within the Execute File, Execute File in Path and Execute Shell Commands only. Enclose the whole command in quotes, because the environmental variable may contain spaces which might affect execution. For other agent procedure commands, use Get Variable to get the registry key containing the environmental variables, located under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Environment.

Variable Manager
Use the Variable Manager to define variables that can be used repeatedly in different agent procedures. You can maintain multiple values for each managed variable, with each value applied to one or more group IDs. Managed variables cannot be re-assigned new values within a procedure. Within a procedure, reference a managed variable by bracketing the variable name with the < and > character. Example: <VariableName>. See Using Variables (page 115). Using managed variables, managed machines can run agent procedures that access locally available resources based on the group ID or subgroup ID.

Agent Procedures
Note: Using System > Naming Policy (page 401), this benefit can be applied automatically by IP address even to a highly mobile workforce that travels routinely between different enterprise locations.

Select Variable
Select a variable name from the drop-down list or select <New Variable> to create a new variable. Variable names are case sensitive.

Rename/Create Variable
Enter a new name for the new variable you are creating or for an existing variable you are renaming. Select the delete icon to delete the entire variable from all groups.

Public
Selecting the Public radio button allows the variable to be used by all users. However, only master role users can create and edit shared variables.

Private
Selecting the Private radio button allows the variable to be used only by the user who created it.

Apply
Enter the initial value for a variable. Then select one or more Group IDs and click Apply. Empty values are not allowed.

Remove
Select one or more group IDs, then click Delete to remove the value for this variable from the group IDs it is assigned to.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Group ID
Displays all group IDs the logged in user is authorized to administer.

Value
Lists the value of the variable applied to the group ID.

Manage Files Stored on Server

Agent Procedures > Schedule / Create > Manage Files Use the Manage Files Stored on Server popup window to upload a file and store it on the KServer. You can also list, display and delete files already stored on the KServer. Agent procedures can distribute these files to managed machines using the Write File or Write File in Directory Path commands.
Note: This store of files is not machine-specific. Get File (page 127) uploads and stores machine-specific files on the server.

To upload a file: Click Private files or Shared files to select the folder used to store uploaded files. Files stored in the Private files folder are not visible to other users. Click Browse... to locate files to upload. Then click Upload to upload the file to the KServer. 118

To delete a file stored on the KServer: Click Private files or Shared files to select the folder used to store uploaded files. Click the delete icon next to a file name to remove the file from the KServer.

Note: An alternate method of uploading files is to copy them directly to the managed files directory on the IIS server. This directory is normally located in the C:\Kaseya\WebPages\ManagedFiles directory. In that directory are several sub-directories. Put private files into the directory named for that user. Put shared files into the VSASharedFiles directory. Any files located in this directory will automatically update what is available in the Manage Files Stored on Server user interface at the next user logon.

Folder Rights
Private Folders
Objects you createsuch as reports, procedures, or monitor setsare initially saved in a folder with your user name underneath a Private cabinet. This means only you, the creator of the objects in that folder, can view those objects, edit them, run them, delete them or rename them. To share a private object with others you first have to drag and drop it into a folder underneath the Shared cabinet.
Note: A master role user can check the Show shared and private folder contents from all users checkbox in System > Preferences (page 397) to see all shared and private folders. For Private folders only, checking this box provides the master role user with all access rights, equivalent to an owner.

Shared Folders
The following Share Folder guidelines apply to folders underneath a Shared cabinet: If the Apply share rights from parent folder checkbox in the Share Folder dialog box is checked, a folder's share rights are determined by the parent folder. Otherwise, the folder's share rights can be set independently from the parent. If you have rights to delete a folder, deleting that folder deletes all objects and subfolders as well, regardless of share rights or ownership assigned to those subfolders.
Note: Scopes have nothing to do with the visibility of folders and objects in a folder tree. Scopes limit what your folder objects can work with. For example, you can be shared folders containing reports, procedures or monitor sets but you will only be able to use these objects on machine groups within your scope.

To set share rights to a folder, select the folder, then click the Share Folder button to display the Share Folder dialog. You can share specific rights to a folder with any individual user or user role you have visibility of. You have visibility of: Any user roles you are a member of, whether you are currently using that user role or not. Any individual users that are members of your current scope. Adding a user or user role to the Shared Pane allows that user to run any object in that folder. No additional rights, including View, have to be assigned to the user or user role to run the object. Checking any additional rightssuch as View, Edit, Create, Delete, Rename, or Sharewhen you add the user or user role provides that user or user role with those additional rights. You

Agent Procedures have to remove the user or user role and re-add them to make changes to their additional rights. View does not refer to being able to view the folder. If you assign a user to the share folder without giving the user the View right, the user must still be able to see the folder and its objects to be able to select and run the object. Instead View means the user or user role can display the details of the object and export it, beyond just running the object. Share means the user or user role can assign share rights for a selected folder using the same Share Folder dialog box you used to assign them share rights.

Take Ownership
Users are always the one and only owner of their Private folders. Shared folders are also owned and are only owned by one user at a time. Ownership of a shared folder provides "full rights" to a folder's objects, regardless of the share rights assigned to that user. When you first create a shared folder, either as a master role user or a non-master role user, you are the owner of that shared folder. Master role users have an additional right, called Take Ownership, that allows them to take ownership of any Shared folder that is visible in the folder tree.
Note: A master role user can check the Show shared and private folder contents from all users in System > Preferences (page 397) to see all shared and private folders. For Private folders only, checking this box provides the master role user with all access rights, equivalent to an owner.

As a master role user, if the button displays when you select a Shared folder, that means you're not the owner of that folder. If a folder you don't own has been shared with you, then several other buttons may display alongside the button. Until you click the button you're restricted to the actions determined by the share rights you've been assigned. Clicking the button makes you the one and only owner of that shared folder. Taking ownership displays an orange dot on the folder , indicating ownership. Ownership overrides your assigned shared rights and gives you complete access to: Add, edit, change, rename or delete objects in that folder. Add, rename or delete subfolders. Rename or delete the folder you took ownership of and all its contents. Typically the reason you take ownership of a shared object is to maintain its contents because the original owner can't do so. For example, the owner of a shared object may have left the company and no longer be available. In most cases, master role users can work within the share rights they've been assigned by other VSA users.
Note: Deleting a VSA user from the system assigns ownership of all objects belonging to that VSA user to the VSA user performing the delete.

Distribution
Agent Procedures > Distribution The Distribution page spreads network traffic and server loading by executing agent procedures evenly throughout the day or a specific block of time in a day. Applies to agent procedures currently scheduled to run on a recurring basis only.

120

Note: Recurring procedures listed here include function-specific procedures that are not visible as agent procedures in the Schedule / Create (page 94) folder tree, such as procedures created using a Patch Management wizard.

Procedures can cause excessive network loading by pushing large files between the KServer and agent. Performing these operations with hundreds of agents simultaneously may cause unacceptable network loading levels.

Procedure Histograms
The system plots a histogram for each procedure currently scheduled to run on a recurring basis. Setting the histogram period to match the recurring interval of the procedure counts how many machines execute the procedure in a specific time interval. Peaks in the histogram visually highlight areas where a lot of machines are trying to execute the procedure at the same time. Click a peak to display a popup window listing all machine IDs contributing to that peak load. Use the controls, described below, to reschedule the procedure such that the network loading is spread evenly over time. Only machine IDs currently matching the Machine ID / Group ID filter are counted in the histogram.

Reschedule selected procedure evenly through the histogram period

Pick this radio control to reschedule selected procedures running on all machines IDs currently matching the Machine ID / Group ID filter (page 26). Procedure execution start times are staggered evenly across the entire histogram period.

Reschedule selected procedure evenly between <start time> and <end time>
Pick this radio control to reschedule selected procedures running on all machines IDs currently matching the Machine ID / Group ID filter. Procedure execution start times are staggered evenly, beginning with the start time and ending with the end time.

Run recurring every <N> <periods>

This task is always performed as a recurring task. Enter the number of times to run this task each time period.

Skip if Machine Offline

Check to perform this task only at the scheduled time, within a 15 minute window. If the machine is offline, skip and run the next scheduled period and time. Uncheck to perform this task as soon as the machine connects after the scheduled time.

Distribute
Click the Distribute button to schedule selected procedures, using the schedule parameters you've defined.
Note: The procedure recurring interval is replaced with the histogram period.

Select Histogram Period

Selects the schedule time period to display histograms.

Histogram Plots
Each recurring procedure displays a histogram of all the machine IDs that are scheduled to run that procedure within the selected histogram period. Only machine IDs currently matching the Machine ID / Group ID filter are counted in the histogram. Above the histogram is a:

Agent Procedures Procedure name - name of the procedure. Check the box next to the procedure name to select this procedure for distribution. Peak - the greatest number of machines executing the procedure at the same time. Total - total number of machines executing the procedure.

Agent Procedure Status

Agent Procedures > Agent Procedure Status
Similar information is displayed in the Pending Procedures tab of the Live Connect (page 384) and Machine Summary (page 137) pages.

The Agent Procedure Status page displays the status of agent procedures for a selected machine ID. The list of machine IDs you can select is based on the Machine ID / Group ID filter (page 26). Users can, at a glance, find out what time a agent procedure was executed and whether it was successfully executed. See Agent Procedures > Schedule / Create (page 94) for more information about agent procedures.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Procedure Name
The name of the agent procedure.

Time
The date and time the agent procedure was last executed.

Status
Displays the results of the executed agent procedure. Overdue date/time stamps display as red text with yellow highlight. Recurring agent procedures display as red text.

Admin
Displays the VSA user who scheduled the agent procedure.

122

Patch Deploy
Agent Procedures > Patch Deploy The Patch Deploy wizard is a tool that creates an agent procedure to distribute and apply Microsoft patches. The wizard walks you through a step by step process resulting in an agent procedure you can schedule, to deploy a patch to any managed machine. Microsoft releases many hot fixes as patches for very specific issues that are not included in the Microsoft Update Catalog or in the Office Detection Tool, the two patch data sources the Patch Management module uses to manage patch updates. Patch Deploy enables customers to create a patch installation procedure for these hot fixes, via this wizard, that can be used to schedule the installation on any desired machine. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.

Step 1: Enter 6-digit knowledge base article number.

Microsoft publishes a vast assortment of information about its operating system in the Microsoft Knowledge Base. Each article in the Knowledge Base is identified with a 6-digit Q number (e.g. Q324096.) All Microsoft patches have an associated knowledge base article number.
Note: Entering the article number is optional. Leave it blank if you do not know it.

Step 2: Select the operating system type.

Sometimes patches are specific to a certain operating system. If the patch you are trying to deploy applies to a specific OS only, then select the appropriate operating system from the drop-down control. When the wizard creates the patch deploy procedure, it restricts execution of the procedure to only those machines with the selected OS. This prevents inadvertent application of operating system patches to the wrong OS.

Step 3: Download the patch.

This step is just a reminder to fetch the patch from Microsoft. Typically there is a link to the patch on the knowledge base article describing the patch.

Step 4: How do you want to deploy the patch?

The Patch Deploy wizard asks you in step 4 if you want to Send the patch from the KServer to the remote machine and execute it locally or Execute the patch from a file share on the same LAN as the remote machine. Pushing the patch down to each machine from the VSA may be bandwidth intensive. If you are patching multiple machines on a LAN no internet bandwidth is used to push out the patch. Each machine on the LAN can execute the patch file directly from a common file share.

Step 5: Select the patch file or Specify the UNC path to the patch stored on the same LAN as the remote machine.
If Send the patch from the KServer to the remote machine and execute it locally was selected, then the patch must be on the VSA server. Select the file from the drop-down list.
Note:If the patch file does not appear in the list then it is not on the KServer. Click the Back button and upload the file to the KServer by clicking the first here link.

If Execute the patch from a file share on the same LAN as the remote machine was selected, then the patch must be on the remote file share prior to running the patch deploy procedure. The specified path to the file must be in UNC format such as \\computername\dir\.

Agent Procedures
Note: If the file is not already on the remote file share, you can put it their via FTP. Click the Back button and then the second here link takes you to FTP.

Step 6: Specify the command line parameters needed to execute this patch silently.
To deploy a patch silently you need to add the appropriate command line switches used when executing the patch. Each knowledge base article lists the parameters for silent install (page 609). Typical switch settings are /q /m /z.
Note:Command line parameters are optional. Leave it blank if you do not know it.

Step 7: Name the procedure.

Enter a name for the new agent procedure you can run to deploy the patch.

Step 8: Reboot the machine after applying the patch.

Check this box to automatically reboot the managed machine after applying the patch. The default setting is to not reboot.

Click the Create button.

A new agent procedure is created. Use Agent Procedure > Schedule / Create (page 94) to display the new agent procedure in the folder tree, under your private folder user name. You can run this new agent procedure to deploy the patch to any managed machine.

Application Deploy
Agent Procedures > Application Deploy The Application Deploy page is a wizard tool that creates an agent procedure to distribute vendor installation packages, typically setup.exe. The wizard walks you through a step by step process resulting in an agent procedure you can schedule, to deploy an application to any managed machine.

Deploying Software Vendor's Install Packages

Most vendors provide either a single file when downloaded from the web or set of files when distributed on a CD. Executing the installer file, typically named setup.exe or abc.msi, installs the vendor's application on any operating system. The Application Deploy wizard takes you though an interview process to determine the type of installer and automatically generates a procedure to deploy install vendor packages. The VSA provides a small utility to automatically identify all supported installer types. Download and run kInstId.exe to automatically identify the installer type.
Note: See Creating Silent Installs (page 125) to ensure vendor installation packages don't pause for user input during installation.

Step 1: How do you want to deploy the application?

The wizard generated procedure tells the managed machine where to get the application installation file to execute. The Application Deploy wizard asks you in step 1 if you want to Send the installer from the VSA server to the remote machine and execute it locally or Execute the installer from a file share on the same LAN as the remote machine. Pushing the application installation file to each machine from the VSA may be bandwidth intensive. If you are installing to multiple machines on a LAN no internet bandwidth is used to push out the

124

application installation file. Each machine on the LAN can execute the application installation file directly from a common file share.

Step 2: Select the application install file or Specify the UNC path to the installer stored on the same LAN as the remote machine.
If Send the installer from the VSA server to the remote machine and execute it locally was selected, then the installer file must be on the VSA server. Select the file from the drop-down list.
Note: If the installer file does not appear in the list then it is not on the VSA server. Click the here link to upload the file to the server.

If Execute the installer from a file share on the same LAN as the remote machine was selected, then the installer file must be on the remote file share prior to running the application deploy procedure. The specified path to the file must be in UNC format such as \\computername\dir\. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82).
Note: If the file is not already on the remote file share, you can put it there via FTP. Click the here link to start FTP.

Step 3: What kind of installer is this?

The wizard need to know what kind of installer was used by your software vendor to create the install package. The VSA provides a small utility to automatically identify all supported installer types. Download and run kInstId.exe to automatically identify the installer type. Supported installer types are: Windows Installer (MSI files) Wise Installer Installshield - Package For The Web Installshield - Multiple Files Other

Step 4: Name the agent procedure.

Enter a name for the new agent procedure you can run to install the application.

Step 5: Reboot the machine after installing the application.

Check this box to automatically reboot the managed machine after running the install. The default setting is to not reboot.

Click the Create button.

A new agent procedure is created. Use Agent Procedure > Schedule / Create (page 94) to display the new agent procedure in the folder tree, under your private folder user name. You can run this new agent procedure to install the application to any managed machine.

Creating Silent Installs

Most vendors provide either a single file, when downloaded from the web, or set of files, when distributed on a CD. Executing the installer file, typically named setup.exe, installs the vendor's application on any operating system. Vendors typically use one of three applications to create install packages: InstallShield, Windows Installer, or Wise Installer. Each of these applications provides a method for creating silent installs (page 609). When automating the installation of vendor install packages, you'll

Agent Procedures want to ensure the installation package does not pause for user input during installation.

Silent Installs with InstallShield

InstallShield has a record mode that captures answers to all dialog boxes in the installation procedure. InstallShield requires the recorded response iis file to be on the managed machine during the installation. To deploy, the agent procedure must use the Write File command to send both the setup.exe and record.iis files from VSA server to the managed machine and then use Execute File to run setup.exe with the options /s /f"<path>\record.iis". Refer to your InstallShield help guide for more information regarding the silent installation capability with a recorded response file. Create a custom install package by following these steps: 1. Verify the install package was made with InstallShield. a. Launch the install package. b. Confirm InstallShield Wizard displays at the end of the window title bar. 2. Launch the install package in record mode from a command prompt. a. If the install package is a single file - Run setup.exe /a /r /f1c:\temp\record.iss. Setup.exe is the name of the install package. c:\temp\record.iss is the full path filename to save the recorded output. b. If the Install package is a set of files - Run setup.exe /r /f1c:\temp\record.iss. Setup.exe is the name of the install package. c:\temp\record.iss is the full path filename to save the recorded output. 3. Deploy the install package with the recorded dialog box responses. Use the Write File agent procedure command to copy both the vendor's install package and record.iss file to each managed machine or to a file server accessible by each managed machine. 4. Execute the install package with silent mode command line parameters using the Execute File procedure command. a. If the install package is a single file - Run setup.exe /s /a /s /f1c:\temp\record.iss. Setup.exe is the name of the install package. c:\temp\record.iss is the full path filename location of the recorded settings. b. If the Install package is a set of files - Run setup.exe /s /f1c:\temp\record.iss. Setup.exe is the name of the install package. c:\temp\record.iss is the full path filename location of the recorded settings.

Silent Installs with Windows Installer

Windows Installer does not have a record mode. As such it can only silently install the Typical install configuration. To silently install a Windows Installer package write a procedure to perform the following: 1. Use the Write File agent procedure command to copy the vendor's install package to each managed machine or to a file server accessible by each managed machine. 2. Run the install package with the /q parameter using the Execute File agent procedure command.

Silent Installs with Wise Installer

Wise Installer does not have a record mode. As such it can only silently install the Typical install configuration. To silently install a Wise Installer package write a procedure to perform the following: 1. Use the Write File agent procedure command to copy the vendor's install package to each managed machine or to a file server accessible by each managed machine. 2. Run the install package with the /s parameter using the Execute File agent procedure command.

126

Packager
Agent Procedures > Packager The Packager is a wizard tool used to create a package when a pre-defined install solution cannot be used. Packager evaluates the state of a source machine before and after an installation and/or resource change. The Packager compiles the differences into a single executable filethe packagethat can be distributed via agent procedures to any managed machine. Distribute a package any way you choose. You can email it, or store it on a server where a custom procedure (page 94) can perform a silent installation on any managed machine.

Step 1: Download the Packager application to the machine you plan to build your install package on.
For best results, we recommend you create a package on a representative machine; that is, a machine that closely resembles the managed machines on which the package will be deployed. Each Package is OS dependent. To deploy to multiple operating systems, you need to build a package for each OS. During installation, Packager checks the target machine's operating system and does not continue if the package is being deployed on an OS different than the source OS.

Step 2: Execute Packager.exe and follow the on-screen instructions to create a distribution package.
The following tasks are performed: 1. Packager takes a snapshot of the source system. 2. Install any application and/or resource on the source system. 3. Execute Packager again. Packager records the changes in the source system and creates a package. Packager picks up everything you do to a machine between the time you take the first snapshot and create the package. Be careful what additional tasks you perform on the source machine as any system changes will be rolled into the package. Close all applications before running Packager. This prevents open applications from modifying the system during package creation.

Step 3: Distribute the package via a procedure.

Use Agent Procedure > Schedule / Create (page 94) to create an agent procedure that downloads the package to managed machines and runs it. Packages can only be executed on machines with agents installed. If the package fails to install, Packager has complete rollback capability. The rollback executable and associated restore files are located in the agent directory on the target machine in the directory C:\Program Files\Kaseya\KPackage.

Get File
Agent Procedures > Get File The Get File page accesses files previously uploaded from a managed machine. Files can be uploaded to a machine-specific directory on the KServer using the Get File or Get File In Directory Path commands. Clicking the machine ID displays all uploaded files for that machine ID. Click the link underneath a file to display the file or run it.
Note: The files stored on the KServer using the Get File command are machine-specific. Use Manage Files Stored on Server (page 118) to access files stored on the KServer that are not machine-specific.

Each file is displayed as a link. Click any filename to access that file.

Agent Procedures Remove files by clicking the delete icon

next to the file.

Example 1: Checking Large Number of Managed Machines Simultaneously

Get File is designed to support automated checks on a large number of managed machines simultaneously.
Note: If all you want to do is get a file from a managed machine as a one-time event then Remote Control > FTP (page 374) is the simplest way.

Use Get File in conjunction with an agent procedure to perform some automated task on a set of managed machines. For example, if you have a utility that reads out some information unique to your client computers you can write a procedure to do the following: 1. Send the utility to the managed machine using either the Write File procedure command or the Distribute File page. 2. Execute the utility using either the Execute Shell Command or Execute File agent procedure command and pipe the output to a text file, such as results.txt. 3. Upload the file to the KServer using the Get File command.

Example 2: Comparing Versions of a File

As an option in the Get File agent procedure command, existing copies of uploaded files can be renamed with a .bak extension prior to the next upload of the file. This allows you to examine both the latest version of the file and the previous version. For example, use the IF-ELSE-STEP agent procedure editor to create a simple Get File agent procedure. The first time the Get File agent procedure command executes on a managed machine the agent sends c:\temp\info.txt to the KServer and the KServer stores it as news\info.txt. The second time Get File agent procedure executes, the KServer renames the original copy of news\info.txt to news\info.txt.bak then uploads a fresh copy and saves it as news\info.txt. Also as an option, an email alert can be sent when a change in the uploaded file has been detected, compared to the last time the same file was uploaded. The Get File command must have either the Overwrite existing file and send alert if file changed setting or the Save existing version, get file, and send alert if file changed setting selected.

Example 3: Get File Changes Alerts

To perform continuous health checks on managed machines, run the agent procedure on a recurring schedule and activate a Get File Changes alert using Monitor > Alerts - Get Files (page 230). The VSA instantly notifies you of any changes to the results.

Troubleshooting Patch Installation Failures

When patch scan processing reports patch installations have failed, a KBxxxxxx.log (if available) and the WindowsUpdate.log are uploaded to the KServer. Additionally, for those patches that required an "Internet based install", a ptchdlin.xml file will be uploaded to the KServer. These files can be reviewed using Agent Procedures > Get File (page 127) for a specific machine and can help you troubleshoot patch installation failures. Info Center > Reports > Logs > Agent Procedure Log contains entries indicating these log files have been uploaded to the KServer for each machine.

Distribute File
Agent Procedures > Distribute File The Distribute File function sends files stored on your VSA server to managed machines. It is ideal for mass distribution of configuration files, such as virus foot prints, or maintaining the latest version of executables on all machines. The VSA checks the integrity of the file every full check-in (page 600). If the 128

file is ever deleted, corrupted, or an updated version is available on the VSA, the VSA sends down a new copy prior to any procedure execution. Use it in conjunction with recurring procedures to run batch commands on managed machines.
Note: The procedure command Write File performs the same action as Distribute File. Each time a procedure executes the Write File command, the agent checks to see if the file is already there or not. If not, the file is written. Write File is better than Distribute File for sending executable files you plan to run on managed machines using agent procedures.

Select server file

Select a file to distribute to managed machines. These are the same set of files managed by clicking the Manage Files... link on this page.
Note: The only files listed are your own private managed files or shared managed files. If another user chooses to distribute a private file you can not see it.

Specify full path and filename to store file on remote machine

Enter the path and filename to store this file on selected machine IDs.

Manage Files...
Click the Manage Files (page 118)... link to display the Manage Files Stored on Server popup window. Use this window to add, update, or remove files stored on the KServer. This same window displays when you click the Managed Files button using Schedule / Create (page 94). Private files are listed with (Priv) in front of the filename.

Distribute
Click the Distribute button to start distribution management of the file selected in Select server file and write it to the location specified in Specify full path and filename to store file on remote machine. This effects all checked machine IDs.

Clear
Click the Clear button to remove the distribution of the file selected in Select server file from all checked machine IDs.
Warning: Clear and Clear All do not delete the file from either managed machines or the KServer. These functions simply stop the integrity check and update process from occurring at each full check-in.

Clear All
Clear All removes all file distributions from all checked managed machines.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on.

Agent Procedures Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Server File
The name of the file being distributed.

Agent File Location

The target directory on the managed machine. To the left of each target file location for a specific machine ID are two icons. Click to cancel that file distribution for that machine ID. Click the destination path and filename for that machine ID. to edit

130

Chapter 5

Audit
In This Chapter
Audit Overview Run Audit Audit Summary Configure Column Sets Machine Summary System Info Installed Applications Add/Remove Software Licenses Documents 133 134 135 137 137 140 141 142 143 143

131

Audit

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

132

Audit Overview
Audit Agents (page 596) can be scheduled to automatically audit the hardware and software configurations of their managed machines on a recurring basis. Agents report the information back to the KServer so you can access it using the VSA even when managed machines are powered down. Audits enable you to examine configurations before they develop into serious problems. The system maintains three types of audits for each machine ID: Baseline audit - The configuration of the system in its original state. Typically a baseline audit is performed when a system is first set up. Latest audit - The configuration of the system as of the last audit. Once per day is recommended. System Info - All DMI / SMBIOS data of the system as of the last system info audit. This data seldom changes and typically only needs to be run once. The VSA detects changes in a machines's configuration by comparing the latest audit to the baseline audit. The latest audit record is stored for as many days as you specify. Most of the agent and managed machine data displayed by function pages and Info Center > Reports (page 149) are based on the latest audit. The Machine Changes report compares a machine ID's latest audit to a baseline audit. Two alert (page 222) types specifically address changes between a baseline audit and the latest audit: Application Changes and Hardware Changes. Collected audit information includes: All hardware, including CPUs, RAM, PCI cards, and disk drives. All installed software, including licenses, version numbers, full path, and description. System Information from DMI and SMBIOS including PC make, model, serial number, mother board type, and over 40 other pieces of information describing the PC and its configuration. OS info with version number and service pack build. Current network settings including local IP address, gateway IP address, DNS, WINS, DHCP, and MAC address. Functions
Run Audit (page 134) Audit Summary (page 135) Configure Column Sets (page 137) Machine Summary (page 137) System Information (page 140)

Description
Schedules latest, system, and baseline audits of machine IDs. Displays data returned by audits of machines Configures columns sets for the Audit Summary page. Displays detailed information about a single managed machine. Shows DMI / SMBIOS data collected.

Installed Applications (page Shows a list of executable (.exe) files on selected managed 141) machines. Add/Remove (page 142) Software Licenses (page 143) Documents (page 143) Shows the Add or Remove Programs list from a managed machine. Shows a list of vendor license codes found on selected managed machines. Stores files associated with a machine ID.

Audit

Run Audit
Audit > Run Audit The Run Audit page performs audits of the hardware and software configuration of manage machines.

Audits
Agents (page 596) can be scheduled to automatically audit the hardware and software configurations of their managed machines on a recurring basis. Agents report the information back to the KServer so you can access it using the VSA even when managed machines are powered down. Audits enable you to examine configurations before they develop into serious problems. The system maintains three types of audits for each machine ID: Baseline audit - The configuration of the system in its original state. Typically a baseline audit is performed when a system is first set up. Latest audit - The configuration of the system as of the last audit. Once per day is recommended. System Info - All DMI / SMBIOS data of the system as of the last system info audit. This data seldom changes and typically only needs to be run once. The VSA detects changes in a machines's configuration by comparing the latest audit to the baseline audit. The latest audit record is stored for as many days as you specify. Most of the agent and managed machine data displayed by function pages and Info Center > Reports (page 149) are based on the latest audit. The Machine Changes report compares a machine ID's latest audit to a baseline audit. Two alert (page 222) types specifically address changes between a baseline audit and the latest audit: Application Changes and Hardware Changes.
Note: PCI & Disk H/W audits are performed automatically on Windows XP and later operating systems. Older systems are not supported.

Actions
Schedule Audit - Click Schedule Audit or Reschedule Audit to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Baseline Audit, Latest Audit or System Information - Type of audit. Schedule will be based on the timezone of the agent (rather than server) - If checked, time settings set in the Scheduler dialog reference the local time on the agent machine to determine when to run this task. If blank, time settings reference server time, based on the server time option selected in System > Preferences. Defaults from the System > Default Settings page. Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler. Reschedule Audit - Populates the scheduler with the values of a pending schedule so you can make adjustments. Run Audit Now - Schedules an audit to run immediately. 134

 Cancel Audit - Cancels a scheduled audit.

Remind me when accounts need audit scheduled

If checked, displays a pop up warning message if audits have not been scheduled for one or more machine IDs. The warning displays each time you select Run Audit. Applies to each VSA user individually.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Machine.Group ID
The top line shows the machine ID. The bottom line displays the last time a System Info audit was performed. Overdue date/time stamps display as red text with yellow highlight. Pending and completed date/time stamps display as black text.

System Information / Latest Audit / Baseline Audit

Each column displays the last time that type of audit was performed. Overdue date/time stamps display as red text with yellow highlight. Pending and completed date/time stamps display as black text.

Next Audit
Displays the time of the next scheduled Latest Audit. Overdue date/time stamps display as red text with yellow highlight. Pending and completed date/time stamps display as black text.

Recurring Interval
Displays the recurring interval for latest audits.

Audit Summary
Audit > Audit Summary The Audit > Audit Summary page provides a view of the data returned by audits of machines using the Run Audit (page 134) page. The columns of audit data shown on this page are individually selectable and filterable. User-defined sets of columns can also be selected. Columns sets are defined using the Configure Column Sets (page 137) page. Additional data not shown in the Audit Summary page is provided using the Machine Summary (page 137) page. This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Audit Columns of audit data, in the default order they display in this page, include: Machine ID - The name identifying the machine within the VSA. Typically based on the computer name. Current User - Logon name of the machine user currently logged into the machine (if any). Last Reboot Time - Time of the last known reboot of the machine. Last Checkin Time - Most recent time when a machine checked into the KServer. Group ID - The group ID portion of the machine ID. First Checkin Time - Time when a machine first checked into the KServer. Time Zone - The time zone used by the machine. Computer Name - The name assigned the machine by users of the machine. Domain/Workgroup - The workgroup or domain the computer belongs to. DNS Computer Name - The fully qualified DNS computer name identifying the machine on the network. The DNS computer name typically comprises the computer name plus the domain name. For example: jsmithxp.acme.com. Displays only the computer name if the machine is a member of a workgroup. Operating System - Operation system type the machine is running. OS Version - Operation system version string. CPU Type - Processor make and model. CPU Speed - Clock speed of the processor. CPU Count - The number of CPUs. RAM (MB) - Megabytes of RAM on the machine. Agent Version - Version number of the Kaseya agent loaded on the machine. Last Logged In User - Logon name of the last person to log into the machine. Primary/Secondary KServer - IP address / name the machine uses to communicate with the KServer. Quick Checkin Period - Quick check in (page 600) time setting in seconds. Contact Name - Machine user name entered in Edit Profile (page 79). Contact Email - Email address entered in Edit Profile. Contact Phone - Phone number entered in Edit Profile. Manufacturer - System manufacturer. Product Name - System product name. System Version - Product version number. System Serial Number - System serial number. Chassis Serial Number - Serial number on the enclosure. Chassis Asset Tag - Asset tag number on the enclosure. External Bus Speed - Motherboard bus speed. Max Memory Size - Max memory size the motherboard can hold. Max Memory Slots - Total number of memory module slots available. Chassis Manufacturer - Manufacturer of the enclosure. Chassis Type - Enclosure type. Chassis Version - Enclosure version number. Motherboard Manufacturer - Motherboard manufacturer. Motherboard Product - Motherboard product ID. Motherboard Version - Motherboard version number. Motherboard Serial Num - Motherboard serial number. Processor Family - Processor type installed. Processor Manufacturer - Processor manufacturer. Processor Version - Processor version ID. CPU Max Speed - Max processor speed supported.

136

CPU Current Speed - Speed processor is currently running at. IPv4 Address - IP address assigned to the machine, in version 4 format. IPv6 Address - IP address assigned to the machine, in version 6 format. Subnet Mask - Networking subnet assigned to the machine. Default Gateway - Default gateway assigned to the machine. Connection Gateway - IP address seen by the KServer when this machine checks in. If the machine is behind a DHCP server, this is the public IP address of the subnet. Country - The country associated with the Connection Gateway. MAC Address - MAC address of the LAN card used to communicate with the KServer. DNS Server - IP address of the DNS server assigned to the machine. DHCP Server - The IP address of the DHCP server used by this machine. Primary/Secondary WINS - WINS settings. Free Space - The free data storage space in gigabytes. Used Space - The used data storage space in gigabytes. Total Size - The total data storage space in gigabytes. Number of Drives - The number of drives on the machine. Portal Access Logon - Logon name given to a machine user for logging into the KServer. Portal Access Remote Control - Enabled if this machine user can log in and get remote control access to their own machine from another machine. Disabled if access is denied. Portal Access Ticketing - Enabled if this machine user can log in and enter trouble tickets. Disabled if access is denied. Portal Access Chat - Enabled if this machine user can initiate chat sessions with a VSA user. Disabled if access is denied.

Configure Column Sets

Audit > Configure Column Sets The Configure Columns Sets page defines columns sets that can be used to select a set of columns in the Audit > Audit Summary (page 135) table.

Actions
New - Create a new column set. Edit - Edit a selected column set. Delete - Delete a selected column set.

Select a Column Set

Select an existing column set in the middle panel of this page. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page.

Machine Summary
Audit > Machine Summary
Similar information is provided using Info Center > Reporting > Machine Summary (page 154).

Machine Summary
The Machine Summary page allows users to perform tasks and functions solely for one managed

Audit machine. A series of tabbed property sheets provided access to various categories of information about the managed machine.

Actions
You can maintain an unlimited number of custom fields of information about managed machines. Custom fields can be maintained on both the Summary tab and the Hardware > Summary tab of this page. Custom fields can also be maintained on the Audit > System Information (page 140) page. New Custom Field - Creates a new custom field. Rename Custom Field - Renames a custom field. Delete Custom Field - Deletes a custom field.

Select a Machine
Select a machine in the middle panel to display data for that machine. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page.

Summary
Collections - Displays the collections (page 600) a machine is a member of. Defined using the Only show selected machine IDs option in View Definitions (page 28). Name/OS Information - Displays the name, operating system and OS version. System Information - Displays the manufacturer of system, the product name, version and serial number. Network Information - Displays network configuration settings. CPU/RAM Information - Displays CPU and RAM specifications. Custom Fields - Displays custom fields and values assigned by the user to this machine.

Software
System Information - Lists system hardware attributes and related information. Software Licenses - Lists all software licenses found for a selected machine ID. Duplicate license keys found on more than one machine display in red text. Clicking the number link next to the title of a duplicate license lists the machine IDs using the duplicate license. Installed Applications - Lists all the applications installed on the managed machine. Add/Remove - Displays programs listed in Add/Remove window of Windows machines. Startup Apps - Displays programs that start automatically when a user logs on. Security Products - Identifies the install status of antivirus products registered with a Windows machine's Windows Security Center. Windows 7 and later later calls the Windows Security Center the Action Center.

Hardware
Summary System Information - Lists system hardware attributes and related information. Network Information - Displays network configuration settings. Chassis - The chassis manufacturer, type, version, serial number and asset tag. Motherboard - The motherboard manufacturer, product, version, serial number and external bus speed. CPU/RAM Information - Displays CPU and RAM specifications. Custom Fields - Displays custom fields and values assigned by the user to this machine. Printers - Lists the printers and ports a machine can direct print jobs to. PCI & Disk Hardware - Displays type, vendor, and product names. 138

 Disk Volumes - Displays disk volume information. Disk Partitions - Displays the partitions on each disk volume. Disk Shares - Displays shared folders.

Agent
Settings - Displays information about the agent on the managed machine: Agent version Current User Last check-in Last reboot First time check-in Patch Policy Membership - Defined using Patch Management > Membership: Patch Policy (page
331)

View Definition Collections - Defined using the Only show selected machine IDs option in View Definitions (page 28). Working Directory - Can also be defined using Agent > Working Directory (page 78). Check-In Control - Can also be defined using Agent > Check-In Control (page 75). Edit Profile - Can also be defined using Agent > Edit Profile (page 79). Agent Logs and Profiles - Can also be defined using Agent > Log History (page 36). Logs - Displays the logs available for a machine: Alarm Log, Monitor Action Log, Agent Log, Configuration Changes, Network Statistics, Event Log, Agent Procedure Log, Remote Control Log, Log Monitoring. Pending Procedures - Displays and schedules pending procedures for a machine and the procedure history for that machine. Includes the execution date/time, status and user who scheduled the procedure. Click the Schedule Another Procedure button to schedule a procedure not yet pending. Once selected and scheduled, the procedure displays at the bottom of the Pending Procedures section. Click the Schedule button to schedule a selected procedure to run in the future or on recurring basis. Click the Run Now button to run a selected procedure once immediately. Click the Cancel button to cancel any selected pending procedure.

Alerts
Defines alerts for a machine: Agent Status (page 225), Application Status (page 228), Get File Changes (page 230), Hardware Changes (page 232), Low Disk Space (page 235), LAN Watch (page 237), Agent Procedure Failure (page 239), Protection Violations (page 241), Patch Alert (page 245), Backup Alert (page 249).

Patch Status
Displays Missing and Pending Microsoft patches and schedules missing patches. If a machine belongs to a patch policy (page 607), missing patches may be further identified as Denied (Pending Approval). The user can manually override the denied patch policy by scheduling the patch. Click the Schedule button to schedule a selected missing patch. Click the Cancel button to cancel a selected pending patch. Click the Show History link to display the history of patches installed on the managed machine.

Audit

Remote Control
Displays the status of remote control sessions for the managed machine: Remote Control, FTP, and Chat. The VSA user can set the remote control package to use during a remote control session.

Documents
Lists documents uploaded to the KServer for a managed machine. You can upload additional documents. Provides the same functionality as Audit > Documents (page 143).

Users
Accounts - Lists all user accounts for the managed machine. Groups - Lists all user groups for the managed machine. Members - Identifies the users belonging to each user group for the managed machine.

Displaying the Machine Summary Page Using a URL

The following URL displays the Machine Summary (page 137) web page for a specific machine ID: http//....?machName=<MachineID> For example: http://demo.kaseya.com?machName=jconners.acme

System Info
Audit > System Information
Similar information is provided using Info Center > Reports > Inventory (page 153).

The System Info page displays all DMI / SMBIOS data collected by the system info audit (page 599) for a selected machine ID.

Actions
You can maintain an unlimited number of custom fields of information about managed machines. Custom fields can also be maintained on the Audit > Machine Summary (page 137) page. New Custom Field - Creates a new custom field. Rename Custom Field - Renames a custom field. Delete Custom Field - Deletes a custom field.

Select a Machine
Select a machine in the middle panel to display data for that machine. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page.

Displayed Data
System Information Manufacturer - system manufacturer Product Name - system product name System Version - system version number System Serial Number - system serial number Network Information IPv4 Address - IP version 4 address assigned to the machine. 140

IPv6 Address - IP version 6 address assigned to the machine. Subnet Mask - Networking subnet assigned to the machine. Default Gateway - Default gateway assigned to the machine. Connection Gateway - IP address seen by the KServer when this machine checks in. If the machine is behind a DHCP server, this is the public IP address of the subnet. Country - The country associated with the Connection Gateway. MAC Address - MAC address of the LAN card used to communicate with the KServer. DHCP Server - The IP address of the DHCP server used by this machine. DNS Server 1, 2 - IP address of the DNS servers assigned to the machine. Chassis Chassis Manufacturer - manufacturer of the enclosure Chassis Type - enclosure type Chassis Version - enclosure version number Max Memory Slots - total number of memory module slots available Chassis Serial Number - serial number on the enclosure Chassis Asset Tag - asset tag number on the enclosure Motherboard Motherboard Manufacturer - motherboard manufacturer Motherboard Product - motherboard product ID Motherboard Version - motherboard version number Motherboard Serial Num - motherboard serial number External Bus Speed - motherboard bus speed CPU/RAM Information Processor Manufacturer - processor manufacturer Processor Family - processor type installed Processor Version - processor version ID CPU Max Speed - max processor speed supported CPU Current Speed - speed processor is currently running at CPU - Processor make and model. Quantity - The number of CPUs. Speed - Clock speed of the processor. RAM - MBytes of RAM on the machine. Max Memory Size - maximum memory size the motherboard can hold Max Memory Slots - Total number of memory module slots available. Custom Fields - Displays custom fields and their values. On Board Devices - Lists motherboard based devices (like video or ethernet). Port Connectors - Lists all the connections available on the chassis. Memory Devices - Lists memory modules installed on the motherboard. System Slots - Displays the status of each available card slot.

Installed Applications
Audit > Installed Applications
Similar information is provided using Info Center > Reports > Software - Software Applications Installed (page 176).

Audit The Installed Applications page lists all applications found during the latest audit (page 599) for a selected machine ID. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26). This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Select a Machine
Select a machine in the middle panel to display data for that machine. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page. The following information is displayed: Application - The filename of the application. Description - A brief description of the application as reported in the Properties dialog box of the executable file. Version - The version number of the application. Manufacturer - The manufacturer of the application. Product Name - The product name of the application. Directory Path - The absolute directory path where the application file is located. File Size - The size, in kilobytes, of the application file. Last Modified - The modification date of the application file.
Note: You can filter the display of machine IDs on any agent page using the Contains/Missing application and Version string is > < = N options in View Definitions (page 28).

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page.

Add/Remove
Audit > Add/Remove
Similar information is provided using Info Center > Reports > Software. Alerts can be defined using Monitor > Alerts > Application Changes (page 228).

The Add/Remove page displays the programs listed in the Add or Remove Programs window of the managed machine. Information shown on this page is collected when a Latest Audit (page 134) is performed. Click a machine ID to display data for that selected machine. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26).

Select a Machine
Select a machine in the middle panel to display data for that machine. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page. The following information is displayed: Application Name - The name of the application. Uninstall String - The uninstall string in the registry used to uninstall this application.

142

Software Licenses
Audit > Software Licenses
Similar information is provided using Info Center > Reports > Software.

The Software Licenses page displays all software licenses found for a selected machine ID. The list of machine IDs displayed depends on the Machine ID / Group ID filter (page 26) and machine groups the user is authorized to see using System > User Security > Scopes (page 412). Information shown on this page is collected when a Latest Audit (page 134) is performed. Each vendor stores an application's license key differently so all application software licenses may not be collected.

Duplicate License Keys

Duplicate license keys found on more than one machine display in red text. Clicking the number link next to the title of a duplicate license lists the machine IDs using the duplicate license.

Select a Machine
Select a machine in the middle panel to display data for that machine. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data using the sort order of the selected column on that page. The following information is displayed: Publisher - The software publisher of the application (e.g. Microsoft). Title - The name of the application. Product Key - The product key used to activate the application during installation. License - The license code associated with the application. Version - The version of the application. Date - The version release date.

Documents
Audit > Documents
This function can also be accessed using the Documents tab of the Live Connect (page 384) > Agent Data page and the Documents tab of the Machine Summary (page 137) page.

The Documents page stores files associated with a machine ID. For example, you can upload scanned copies of purchase receipts, contract information, and configuration notes specific to a machine ID. Uploaded documents are stored in the User Profiles directory of the KServer. For example: C:\Kaseya\UserProfiles\368905064566500\Docs.
Note: Documents are not included in the backup of the KServer database using System > Configure (page 420). A separate backup of KServer files and directories should be performed as well.

To Store a Document
1. Click a machine.group ID link. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26). Documents previously stored on the KServer for this machine ID display or else No files found displays. 2. Click Browse to locate a file on your local computer or LAN. 3. Click Upload to upload the file to the KServer. The added Filename displays, along with its file Size and the date/time of the Last Upload.

Audit

New Folder
Optionally click the New Folder icon and link to create a new folder to store documents in for the selected managed machine.

Edit
You can click a Filename link or edit icon to display a file or run the file, depending on the application the filename extension is associated with on your local machine.

Delete
Click the delete icon to delete a stored document or folder from the KServer.

144

Chapter 6

Info Center
In This Chapter
Inbox Schedule Reports Reports Sets Customize View Dashboard Layout Dashboard 147 147 149 180 183 183 184

145

Info Center

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

146

Inbox
Info Center > Inbox The Inbox displays all inbound messages sent to you by other VSA users or by system events. System events include: Reporting - Reports, Report Sets and Scheduled Reports can all generate an inbox message when a report is generated, if a user is specified as a message recipient. Service Desk - Service Desk procedures can specify the sending of a message to one or more users. Service Desk generated messages are formatted using Service Desk > Message Templates.
Note: Inbox messages are not archived.

To / CC
Click the icons to select one or more VSA users to send a message to. You can filter the list of users to select from.

Editing
You can create a new message or forward an existing message. Use the following toolbar buttons to add special formatting to the text: - Hyperlink selected text. You may need to reset links copied and pasted from another source. or - Expand or contract the edit pane. - Copy selected text from Microsoft Word and paste into text pane. - Insert a table. - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels. - Indent text. - Outdent text. - Set selected text to subscript. - Set selected text to superscript. - Remove formatting of selected text. - Insert special characters and symbols.

Schedule
Info Center > Reporting > Scheduled The Scheduled reports page represents your personal list of all published reports and report sets you are authorized to view. If your Info Center > Inbox (page 147) messages and emails have been deleted, you can always locate a published report you are a recipient of using this page. Displaying Reports - You can click the icon next to the name of the report or report set to display a Selected Item History dialog that contains the publishing history for that report. Click the publishing date of the report you want to see, then click the hyperlink of that report at the bottom of the dialog. Column Options - This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Info Center The following action buttons are provided. Run Now - Runs a previously scheduled report or report set immediately. This allows a report that has timed out, generated an error, or was unapproved to be re-run immediately without having to reselect all the schedule options over again. Reschedule - Displays the Schedule tab of the Reschedule Selected Item dialog. Use this tab to reschedule the publishing of a selected report or report set. Recipients - Displays the Distribution tab of the Reschedule Selected Item dialog. Use this tab to change the recipients for a selected report or report set you are rescheduling. Delete Schedule - Permanently deletes a selected published report or report set. This only deletes the record of the report in Schedule for your VSA logon. It does not delete the report for any other user. History - Displays a Selected Item History dialog, providing a history of all published instances of the report or report set you have received. Click the publishing date of the report or report set you want to see, then click the hyperlink of a report at the bottom of the dialog. Refresh - Refreshes the page.

Rescheduling Selected Item

The Rescheduling Selected Item dialog displays the following tabs. These options apply only to this specific run or scheduling of the report. The report definition remains unchanged. Schedule - Schedule the report or report set to run once or periodically. Each type of recurrenceOnce, Daily, Weekly, Monthlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Clicking the Submit button re-publishes the report or report set using the settings currently selected on all four tabs. Filters - Filter the selection of data included in the report or report set by organization, machine group, machine ID or view. For some reports or report sets a department filter and service desk filter is available.
Note: Filtering by organization or machine group is mandatory for most types or reports and report sets. You can publish reports and report sets across multiple organizations by selecting a View Definition (page 28).

Distribution - Select recipients of the report or report set. By default the person running or scheduling the report or report set is selected as an Info Center > Inbox (page 147) message recipient. Selected users can be sent an Inbox user message or an email. Visibility of users is limited by the scope you are using. General - Change the report output for reports only. Change the message used to notify users when the report or report set is run. Tokens can be included in report and report set email messages, in both the subject line and the body of the message. <gr> - machine group <id> - machine id <rt> - report name

Viewing Published Reports and Report Sets

Recipients of reports and report sets can view published reports in these locations: In the Schedule tab of Reports (page 149) and Reports Sets (page 180) and in Scheduled (page 147), click the icon next to the name of the report or report set to display a dialog box that contains one or more hyperlinks to published reports.

148

Note: Master users can see all scheduled reports. Since scheduled reports contain information about organizations, machine groups, machines, departments, staff and service desks, non-master users can only see scheduled reports created using the same scope they are currently using. To distribute scheduled reports to users outside of the scope you are using, specify them as recipients.

If published to a recipient's Info Center > Inbox, click links embedded in the Inbox message. If published to a recipient's email address, open the published reports as email attachments.

Reports
Info Center > Reporting > Reports Virtual System Administrator provides comprehensive reporting for all applications. Reports (page 149) can be customized, using report parameters, and filtered by organization, machine group, machine ID or view definition. You can output reports to PDF, HTML, or Excel document and brand reports with your own logo. Reports can be scheduled to run automatically and on a recurring basis. They can be private or shared, distributed to the Inbox (page 147) of VSA users or to email recipients. An optional "requires approval" step is provided, just prior to distribution. Reports can also be bundled into Report Sets (page 180), enabling you to schedule a standard batch of reports. Your own Scheduled (page 147) reports list shows you every report you have access to, so you can always locate any pending report you've created and schedule or any report you've received. See the following topics for an overview of working with reports. Report Definitions (page 149) Report Folder Trees (page 150) Publishing a Report Immediately (page 151) Scheduling a Report (page 151) Viewing Published Reports and Reports Set (page 152)

Report Definitions
Report Definitions
A published report is based on a report definition. Report definitions contain all the settings that determine the content, layout and file format of the report.

Report Templates
The first step to creating a report definition is to select a report template to base your new report definition on. Click New Report. Report templates determine the basic content of the report and provide default settings for most of the options available in a report definition. Report templates are classified by report template category. For example, the report template category Audit offers the following kinds of report templates: Aggregate Table Disk Utilization Inventory Machine Changes Machine Summary Network Statistics Select a category and template, then click Create.

Info Center

Creating a New Report Definition or Editing an Existing Report Definition

The following tabs are available in both new report definitions and existing report definitions. You can set options in any of the following tabs. These become the default settings you see when a report definition is run or scheduled. General - Sets the report name, report output, and message used to notify users when the report is run. Check the Suppress Header/Footer checkbox to suppress adding headers and footers to reports. Reports are generated with page headers and footers by default. Check the Report Needs Approval Before Distribution checkbox to require a published report be approved before distribution to recipients. Output to PDF, HTML or Excel. Excel spreadsheet output cannot exceed 65536 rows of data. Report Parameters - Sets parameters that are specific to the report content. For example, a Disk Utilization report provides a parameter just for this type of report called Show Bar Chart with Percent of Disk Space Used.
Note: By default, VSA report headers display the image specified by the System > Site Customization > Site Header (page 438). Changing the value in the System > Configure > Change URL... (page 426) > Logo field overrides this default, changing the URL for report headers only. Changing the URL in the Change URL... > Logo field does not affect the display of the Site Header image.

Report Folder Trees

Report definitions are organized using two folder trees in the middle pane, underneath Private and Shared cabinets. Use the following options to manage objects in these folder trees:

Always Available
Folder Properties - Display the name, description, and owner of a folder, and your access rights to the a folder. (Apply Filter) - Enter text in the filter edit box, then click the funnel icon to apply filtering to the folder trees. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the folder trees.

When a Folder is Selected

Share Folder - Shares a folder with user roles and individual users. Applies to shared cabinet folders only.
Note: See guidelines for share rights to objects within folder trees in the Folder Rights (page 119) topic.

New Folder - Creates a new folder underneath the selected cabinet or folder. Delete Folder - Deletes a selected folder. Rename Folder - Renames a selected folder. Take Ownership - Takes ownership (page 119) of a folder you do not own. This option only displays for master role users (page 612). New Report - Opens the report editor to create a new report definition in the selected folder of the folder tree.

When a Report Definition is Selected

New Report - Opens the report editor to create a new report definition in the selected folder of the folder tree. Edit Report - Edits the selected report definition. 150

Delete Report - Deletes the selected report definition. Copy Report - Copies the selected report definition. Run Now - Publishes a report based on the selected report definition immediately. Schedule Report - Schedules publishing of a report based on a selected report definition.

Publishing a Report Immediately

Select a report in one of the report folder trees (page 150), then click Run Now to publish the report immediately. A Data Filter dialog box opens. "Run Now" filtering defaults from the machine ID / group ID filter. Optionally filter the selection of data included in the report by organization, machine group, machine ID or view. You can publish reports across multiple organizations by selecting a View Definition (page 28). For some reports a department filter and service desk filter is available. Run Now reports are not added to the scheduled list of published reports.

Scheduling a Report
Select a report in one of the report folder trees (page 150), then click Schedule Report to display a Schedule Report dialog. Use the dialog to schedule publication of the report in the future, once or on a recurring basis. You can set options in any of the following tabs. These options apply only to this specific run or scheduling of the report. The report definition remains unchanged. Run Now - Runs a previously scheduled report immediately. This allows a report that has timed out, generated an error, or was unapproved to be re-run immediately without having to reselect all the schedule options over again. Schedule - Schedule the report to run once or periodically. Each type of recurrenceOnce, Daily, Weekly, Monthlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Clicking the Submit button publishes the report using the settings currently selected on all four tabs. Filters - Optionally filter the selection of data included in the report by organization, machine group, machine ID or view. For some reports a department filter and service desk filter is available. Distribution - Select recipients of the report. By default the person running or scheduling the report is selected as an Info Center > Inbox (page 147) message recipient. Selected users can be sent an Inbox user message or an email. Visibility of users is limited by the scope you are using. General - Change the report output or message used to notify users when the report is run. Tokens can be included in report email messages, in both the subject line and the body of the message. <gr> - machine group <id> - machine id <rt> - report name <embd> - In the message body only, you can embed an HTML report at the specified location. Once a scheduled report begins publishing the following status icons display in the right hand pane. Pending Completed and Approval Required - Click the icon to view the completed report, then approve or reject it. Completed and Rejected - Click the icon to view the completed and rejected report. You can subsequently approve it. Completed and Distributed - Click the icon next to the name of the report to display a Selected Item History dialog that contains the publishing history for that report. Click the publishing date of the report you want to see, then click the hyperlink of that report at the bottom of the dialog. Error - The report failed to publish. The right hand pane of a scheduled report provides several columns of information for each time a report is published.

Info Center Column Options - This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18). Recurring Schedule Columns - The Recurrence, Last Ran and Next Run columns describe how often a report is published, when it last ran and when it will run next. The Recurrence Pattern and Ending On columns describe details of a recurring report. Visibility of Scheduled Reports - Visibility of rows in the schedule table is limited by the scope you are using. Your selected view definition (page 612) has no effect. It does not matter whether you were designated a recipient of the report. Recipients can access the completed report in their Inbox (page 147). The following action buttons are provided for scheduled reports. Reschedule - Displays the Schedule tab of the Reschedule Selected Item dialog. Use this tab to reschedule the publishing of a selected report. These options are the same as when you originally schedule a report. Recipients - Displays the Distribution tab of the Reschedule Selected Item dialog. Use this tab to change the recipients for a selected report you are rescheduling. These options are the same as when you originally schedule a report. Delete Schedule - Permanently deletes a selected published report. This only deletes the record of the report in Schedule (page 147) for your VSA logon. It does not delete the report for any other user. History - Displays a Selected Item History dialog, providing a history of all published instances of the report you have received. Click the publishing date of the report you want to see, then click the hyperlink of that report at the bottom of the dialog. Refresh - Refreshes the page.

Viewing Published Reports and Reports Set

Recipients of reports and report sets can view published reports in these locations: In the Schedule tab of Reports (page 149) and Reports Sets (page 180) and in Scheduled (page 147), click the icon next to the name of the report or report set to display a dialog box that contains one or more hyperlinks to published reports.
Note: Master users can see all scheduled reports. Since scheduled reports contain information about organizations, machine groups, machines, departments, staff and service desks, non-master users can only see scheduled reports created using the same scope they are currently using. To distribute scheduled reports to users outside of the scope you are using, specify them as recipients.

If published to a recipient's Info Center > Inbox, click links embedded in the Inbox message. If published to a recipient's email address, open the published reports as email attachments.

Antivirus - Antivirus Installation Statistics

Info Center > Reports > Antivirus
Displays only if the Antivirus add-on module is installed.

The Antivirus Installation Statistics report definition generates reports for the following types of Antivirus data maintained by the VSA. Show Summary Table - Displays the number of machines installed with Antivirus per machine group. Installation details include the install date and version installed, per machine in each machine group. Show Installation Month Bar Chart - Displays a count of the number of machines installed with Antivirus, per month.

152

Anti-Malware - Anti-Malware Installation Statistics

Info Center > Reports > Anti-Malware
Displays only if the Anti-Malware add-on module is installed.

The Anti-Malware Installation Statistics report definition generates reports for the following types of Anti-Malware data maintained by the VSA. Show Summary Table - Displays the number of machines installed with Anti-Malware per machine group. Installation details include the install date and version installed, per machine in each machine group. Show Installation Month Bar Chart - Displays a count of the number of machines installed with Anti-Malware, per month.

Audit - Aggregate Table

Info Center > Reports > Audit - Aggregate Table The Aggregate Table report definition generates a tabular report mixing any data collected by the VSA. Each report generates a single table with a row for each machine and a column for each piece of data specified.

Adding and Removing Items

To add items, select items in the left hand list, then click the right arrow button. To remove items, click items in the right hand list, then click the left arrow button. To change the order items are listed, click an item in the right hand list, then click the up arrow or down arrow .

Advanced Filter
Click the Advanced Filter (page 30) tab to restrict the amount of data displayed. You can specify a different advanced filter for each column of data displayed.

Audit - Disk Utilization

Info Center > Reports > Audit - Disk Utilization The Disk Utilization report definition generates a graphical report representing the free space, used space and total space on each disk drive. Three types of reports are available: Show Bar Chart with Percent of Disk Space Used Show Bar Chart with Disk Space Used, Free Space, and Total Disk Size Show Table with Disk Space Used, Free Space, and Total Disk Size

Audit - Inventory
Info Center > Reports > Audit - Inventory
Similar information is provided using Audit > System Information (page 140).

The Inventory report definition generates a report listing all unique items collected during an audit and identifies the machines containing that item.

Filtering
Filter fields restrict the items listed in the inventory report to only those items matching the filter. For example, If you run an Inventory report on the Motherboard Manufacturer field and set the filter to *Intel* you will only see items manufactured by Intel, or Intel Corp, or any other variation in the report.

Info Center

PCI & Disk HW Inventory Reports

The PCI & Disk HW option displays additional fields for filtering the data in the report. Hardware Type Description Notes Filter Product Filter Vendor Filter

Audit - Machine Changes

Info Center > Reports > Audit - Machine Changes
Similar information is provided using Audit > System Information (page 131), and Installed Applications (page 141)

The Machine Changes report definition generates a differences report between each machine's latest audit and its own baseline or compares it to the baseline audit or latest audit from a selected machine. Machine changes examined include CPU, RAM, disk space and applications installed. Configure your report using the following options: Compare with Machine's own Baseline Audit - Displays all machine changes found on each machine by comparing the information from the latest audit against the information from the baseline audit. Compare to selected Machine ID - Displays all machine changes found on each machine by comparing the information from the latest audit against the audit from a selected machine ID. Use this function to identify differences in a group of machines when compared against the standard for the group. Use Baseline Audit - Enabled if Compare to selected machine ID is selected. If checked, the selected machine ID's baseline audit is used for comparison instead of the selected machine ID's latest audit.

Audit - Machine Summary

Info Center > Reports > Audit - Machine Summary
Similar information is provided using Audit > Machine Summary (page 137) and Live Connect (page 384).

The Machine Summary report definition generates a detailed report for each machine ID matching the machine ID / group ID filter (page 604). Use the Machine Summary report to generate comprehensive reports for individual machines. Separate "add and remove" selection windows are provided for system data and application data to include in the Machine Summary report.

Machine Summary Sections

The Machine Summary report can include the following sections: Add/Remove Programs - Lists programs in the Add/Remove list of a managed machine. Agent Control/Check-In - Displays information on baseline and latest audits, last check-in times, quick check-in periods, primary and secondary server and port information. Applications - Lists applications installed on the managed machine. The list of applications can be filtered by clicking the App Filter button. Apps Added Since Baseline - All new applications detected by Latest Audit (page 134) that have appeared on the machine since the Baseline Audit (page 134) was run. Apps Removed Since Baseline - All applications that were present when the Baseline Audit (page 134) was ran but are missing when Latest Audit (page 134) last ran. Computer/Network - Displays the managed machine Windows network name, operating system, CPU, RAM, IP address, gateway, DNS/DHCP server, and WINS server information. Distribute Files - List files being distributed to the managed machine by the KServer. File Access - Lists protected files. License Codes - Lists license codes installed on the managed machine.

154

 Logical Disk - Lists the logical volumes on the managed machines, including removable, fixed, and CD-ROM drives. Miscellaneous - Lists miscellaneous agent settings, such as WinVNC and user logs status. Network Access - Lists applications that have restricted network access. PCI Devices - Lists installed PCI devices on the managed machine. Pending Procedures - Lists scheduled procedures on the managed machine. Physical Disk - Lists physical disk information for the managed machine, such as hard disks, DVD, and CD-ROM drives. Printers - Lists the printers found by the audit for this machine. Recurring Procedures - Lists procedures that are executed on a scheduled basis on the managed machine. System Info - All items collected by the System Info (page 140) function in the Audit module. Click the Sys Info button to make additional System Informationrmation selections. User Profile - Lists out user contact information associated with this machine ID.

Adding and Removing Items

To add items, select items in the left hand list, then click the right arrow button. To remove items, click items in the right hand list, then click the left arrow button. To change the order items are listed, click an item in the right hand list, then click the up arrow or down arrow .

Advanced Filter
Click the Advanced Filter (page 30) tab to restrict the amount of data displayed. You can specify a different advanced filter for each column of data displayed. This option only displays if you select the System Info option above.

Audit - Network Statistics

Info Center > Reports > Network Statistics
Info Center > Reports > Logs > Network Statistics Log (page 166) identifies all network access activity. Related information is provided using System > Statistics (page 433).

The Network Statistics report definition generates a report displaying the top consumers of TCP/IP-protocol-based network bandwidth on selected machines. Typically this report refers to bandwidth consumption caused by accessing both internal and external internet sites, but can include internal LAN traffic that also uses the TCP/IP protocol. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Applications - Displays a graph outlining each application and corresponding network bandwidth consumption over the specified period. Machines - Displays a graph outlining the machines selected in the machine ID / group ID filter and corresponding network bandwidth consumption. Display <N> Consumers of Bandwidth - The number of top consumers of bandwidth included in the report, either applications or machines.

Info Center
Note: This report requires the Audit > Network Access (page 87) driver be enabled. This driver inserts itself into the TCP/IP stack to measure TCP/IP-protocol-based network traffic by application. The driver is disabled by default.

Backup - Backup
Info Center > Reports > Backup
Displays only if the Backup add-on module is installed. Similar information is provided using Backup > Backup Status.

The Backup report definition generates a report summarizing data retrieved from the backup logs. Configure the report using the following options: Show backup logs from the last <N> days - Specify how many days of backup log entries to include in the report. Show backup log summary data - If checked, includes a summary table totaling types of backup events for the last N number of days for volumes and folders. Show backup log status by machine and event - List the backup log information collected in the last N days for each machine. Backup type filter - Volume Backups or Folder Backups. Result filter - <All Results>, Success, Failure, Warning, Informational Ignore machines without data - If checked, only displays machine IDs that have data matching the other filter parameters.

Desktop Policy - Desktop Policy

Info Center > Reports > Desktop Policy > Desktop Policy
Displays only if the Desktop Policy add-on module is installed. Similar information is provided using Desktop Policy and Migration > Status.

The Desktop Policy page generates reports for the following types of Desktop Policy data maintained by the VSA. Select the subtopics to include in the Desktop Policy report: Include User Type - List all user groups that each user on the machine is a member of. Include Mapped Drives - List the drive mappings for each user. Include Printers - List printer mappings for each user. Include Share points - List all the directory shares for the machine. Include machines with no data - Show entries in the report for all machines, including those that have not had Desktop Policy information collected.

Desktop Policy - Power Savings

Info Center > Reports > Power Savings
Displays only if the Desktop Policy addon module is installed.

The Power Savings page generates a report that shows an estimate of how much money can be saved, or has been saved, using a particular power policy. An independent power audit is scheduled as part of the standard audit and collects power settings from all managed machines including those without the Desktop Policy client installed.

Comparison Settings
A power audit is performed on a machine whenever a power policy is applied to the machine and is also performed by the latest audit (page 599), typically on a daily basis.

156

 Compare machine baseline audit information with: Compare With - Select a defined power policy to see how much you can save by switching over to the selected power policy. Include All Machines - If checked, includes the independent power audit results for all Windows 2003 and Windows XP machines without Desktop Policy installed along with the results from machines with Desktop Policy installed. Checked by default. Does not include Windows 2000, Vista, or 7 machines. Compare most recent power audit data with: Compare With - Baseline Power Policy - Shows power savings by comparing the baseline power policy to the latest audit for each machine. The baseline power policy represents what was in place before Desktop Policy was installed on the machine. Compare With - Last Deployed Power Policy - Shows power savings by comparing the last deployed power policy to the latest audit for each machine. This value should be the same as the most recent power audit data, unless some of the users have changed their settings since the last time a power policy was applied. Report Period - Enter the reporting period for the report: Year, Month, From Baseline Collection Time.

Set Report Values

Set the values that the power savings estimate is based on or leave them set to their default values. Average PC Watts - Enter the number of watts an average PC in the system uses. Average Monitor Watts - Enter the number of watts an average monitor in the system uses. Cost of kilowatt-hour (kWh) - Enter the cost per kilowatt-hour (kWh). Currency Symbol - Enter the currency symbol associated with the cost entered in the Cost of kilowatt-hour (kWh) field. This currency symbol displays in the report.

Advanced Settings
Make changes to the following advanced settings or leave them set to their default values: PC Watts When Stand By - Enter the number of watts an average PC uses while it is in standby mode. Workstation Hours Per Day - Enter the number of hours per day a workstation is in use. Workstation Days Per Week - Enter the number of days per week the workstation is in use. % of Machines Powered Down at end of Day - Enter the number of machines that are physically turned off at the end of the day. Workstation Days Idle Per Year (Holidays, Vacations, etc) - Enter the number of days per year the average workstation is not in use, in addition to weekends. Select Machine Data Based on: Most Savings - If selected, the calculation uses the single user on a machine that provides the highest estimated power savings, as though no other user ever used that machine. This represents the best possible power savings for that machine. Average User - If selected, the calculation uses an average of the estimated power savings of all users on a machine, as though each user was logged on to that machine an equal amount of time. This generates an equal or smaller power savings estimate than the Most Savings option. Hard Drive Watts - Enter the number of watts a hard drive uses. Server Hours Per Day - Enter the number of hours per day a server is in use.
Note: Any OS that has the word Server in its name is treated as a server for the purposes of this report.

Server Days Per Week - Enter the number of days per week a server is in use.

Info Center Include Monitors for Servers - If checked, the calculation assumes each server has a monitor attached and the power settings for the monitors are included. Show Settings per User - If checked, the report shows the savings for each user on each machine.

Executive - Executive Summary

Info Center > Reports > Executive - Executive Summary The Executive Summary report definition generates a summary report of the status of all selected machines. This includes a network health score (page 159) representing the overall health of all selected machines as a group. Configure your report definition using the following parameters:

Time Selection
Summarize Data collected in the last N days - Number of days back from the current date/time to include in the report.

Report Parameters - Report Selection

Show Client Information - Displays the number of machines, both servers and workstations, and the names of the primary points of contact for this group. Contact Person - Optionally enter a customer contact name, representing the point of contact inside the organization receiving the IT service. IT Manager - Optionally enter an IT manager name, representing the person responsible for delivering IT services to the client organization. Show System Activity - Specify search criteria for counting the number of times certain log events occurred. Examples include the number of times machines were audited and scanned for missing patches. Click Change Rows... to fully customize this section. Show Ticket Status - Displays a summary of ticket counts over the specified number of days. If Service Desk is installed and activated, displays tickets count only for Service Desk tickets. Additional ticket counts display for the number of tickets in each Status defined. Uncategorized Tickets displays if one or more tickets are not set to any Status. Show Anti-Virus Statistics - Displays Anti-Virus protection and threats statistics.
Note: The Show Anti-Virus Statistics section only displays if you have installed the Antivirus add-on module.

Show Disk Space Used for - Displays a graph of the percentage free disk space on all selected machines. Restrict this chart to servers only by selecting Show servers only. Show Percent Uptime for - Displays a graph of the percentage machines are up for on all selected machines. Restrict this chart to servers only by selecting Show servers only. Show Network Health Score - Displays individual component scores and an overall health score for all the selected machines as a group. See Network Health Score (page 159) for details. Click Change Score... to fully customize this section. Show Operating Systems - Displays a pie chart showing the break down of operating systems in the selected group. Show Patch Status - Displays a pie chart summarizing the state of missing patches for all selected machines. Show Security - Lists statistics for untreated security protection threats.
Note: The Show Security section only displays if you have installed the Endpoint Security add-on module.

Show Alarm Notifications - Summarizes alerts issued for the specified number of days. This section breaks the alarm count down by category of alarm. Show License Summary - Summarizes the OS and MS Office licenses found by audit. 158

 Show "How to read" notes at end of report - Displays standard explanatory notes at end of the report. Click Edit Notes... to customize these notes.

System Activity
Info Center > Reports > Executive Summary > System Activity The System Activity section of the Executive Summary (page 158) report gives you a summary view of system activity of selected machines as a group. Each row lists a count or value of a filtered log item in the last N number of days. Use the Status column in the Pending Procedures tab of the Machine Summary (page 154) page or Live Connect (page 384) to identify search filter phrases to use for a procedure-based row type.
Note: You must enter at least an * in the Search Filter field to return any results.

Log Monitoring does not display in Pending Procedures. Review Log Monitoring in Agent Logs in the Machine Summary page or Live Connect to identify search filter phrases to use. Log Monitoring Custom refers to the value or count of a numeric log parsing parameter within the last N number of days.

Row Type
Alarm Log Script Log

Search Item

Search Filter Examples

Count
Not applicable. Not applicable.

<All Alarms> or any * or *text* specific alert/alarm. Select a system, private or public agent procedure. <All Backup Events> or Volume Backups or Folder Backups Select a Log File Parser (page 296). Select a Log File Parser with a numeric parameter. *Success THEN* or *Failed ELSE* or *Success ELSE* *Backup completed successfully*

Backup Log

Not applicable.

Log Monitoring Log Monitoring Custom

*device error* EventCode or ErrorCode

Not applicable. Average, Count, Min, Max or Total

Network Health Score

Info Center > Reports > Executive Summary > Change Score... The Network Health Score section of the Executive Summary (page 158) report gives you a summary view of the health and usability of selected machines as a group. The score is broken into score types. Each score type is subdivided into one of five possible percentage bucketstypically 100%, 75%, 50%, 25% and 0% if none of the first four percentage buckets applybased on the count for a specified criteria. Score Type Calculation Example: To keep things simple, an Executive Summary report only includes three machines. For a single score type within that report, one machine meets the criteria for the 100% bucket. The other two machines meet the criteria for the 75% bucket. (100% + 75% + 75%)/3 = 83% health for that score type. You could assign a weight of 2 to double the weight of this score type compared to all the other score types in the report. Weight Calculation Example: You set one score type to a weight of 2 and seven score types to a weight of 1. The total weight for all 8 score types is 9. The percentage of the score type weighted by 2 is multiplied by 2/9 in the final percentage score calculation. In contrast, the percentages of the other

Info Center seven score types weighted by 1 are multiplied only by 1/9 in the final percentage score calculation. The final network health score computes the weighted average of all score type percentages and normalizes them to provide the final percentage score. 100% represents perfect. In most cases, you can customize the counts used to assign percentage scores. Set the weight to 0 to turn off that score type. For the OS Score type only, the standard percentage buckets of 100%, 75%, 50%, and 25% are overridden by the values you set. Each bucket is associated with a different type of operating system. What you're deciding is how healthy a machine should be considered, based on its operating system. Older operating systems tend to be assigned lower OS Score percentages. You cannot modify the Patch Score criteria.
Note: Ticketing is ignored when calculating the overall network health score.

Patch Score - This score is calculated using the average number of missing patches on each machine. Each machine is scored based on the number of missing patches as follows:
Fully patched missing 1-2 patches missing 3-5 patches missing > 5 patches unscanned machines 100% 75% 50% 25% 0%

OS Score - Modern operating systems score higher than older operating systems. The overall OS score is an average of each machine's score calculated as follows:
Win7/Vista/2008 XP/2003 2000 Mac OS All others 100% 100% 75% 100% 0%

Note: The OS score weighting can be customized. You can individually weight the OS score given to Win7/Vista/2008, 2003, XP and 2000. Enter the % weights (0 to 100) in the four columns normally used for % score. All legacy OSs are given a zero. If you have a large number of legacy OSs deployed, considered turning off the OS score.

Disk Score - Full disk drives can have a severe negative impact on your system. As such disk space used contributes to the overall system score. Disk score is computed as follows:
0% to 65% full 65% to 75% full 75% to 85% full 85% to 95% full 100% full 100% 75% 50% 25% 0%

Ticket Score - Past due tickets assigned to machines are scored as follows:
0 past due 1 or 2 past due 3 to 5 past due 6 to 10 past due more than 10 past due 100% 75% 50% 25% 0%

160

Note: The system does not delete tickets when deleting machine IDs. The ticket summary chart includes tickets matching the machine ID / group ID filter. Because no machine data exists for deleted machine IDs, views are not applied to this table.

Event Log Score - Monitored event log alerts represent potential system problems. The number of event log alerts generated by each machine over the specified period of time is scored as follows:
0 alerts 1 to 4 alerts 5 to 10 alerts 11 to 20 alerts more than 20 alerts 100% 75% 50% 25% 0%

Backup Score - Counts days since the backup last ran. The older the backup is, the lower the score.
0 to 3 days since last backup ran 4 to 7 days since last backup ran 8 to 14 days since last backup ran 15 to 30 days since last backup ran more than 30 days since last backup ran 100% 75% 50% 25% 0%

Alarm Score - The fewer alarms generated, the higher the score.
0 to 3 alarms 4 to 9 alarms 10 to 19 alarms 20 or more alarms 100% 75% 50% 25%

Workstation Uptime Score - The greater the percentage of time workstations are up, the higher the score.
90 80 70 60 100% 75% 50% 25%

Server Uptime Score - The greater the percentage of time servers are up, the higher the score.
99 97 95 90 100% 75% 50% 25%

Security Score - Untreated threats represent potential system problems. The number of untreated threats generated by each machine over the specified period of time is scored as follows:
0 untreated threats 1 to 4 untreated threats 5 to 10 untreated threats 11 to 19 untreated threats more than 20 untreated threats 100% 75% 50% 25% 0%

Note: The Security Score only displays if you have separately purchased the Endpoint Security add-on module.

Info Center Antivirus Score - The Antivirus rating is a composite score weighted as follows for each individual machine: Anti-virus install percentage - 40% - Is Antivirus installed on the machine? Full scans run during the period - 40% - Has at least one Antivirus scan run during the period? Active threats - 20% - Has zero threats been detected during the period? After each machine Antivirus rating is determined, they are grouped into the following percentage buckets, which can be customized: 100%, 75%, 50%, 25%.
Note: The Antivirus Score only displays if you have separately purchased the Antivirus add-on module.

Anti-Malware Score - The Anti-Malware rating is a composite score weighted as follows for each individual machine: Anti-virus install percentage - 40% - Is Anti-Malware installed on the machine? Full scans run during the period - 40% - Has at least one Anti-Malware scan run during the period? Active threats - 20% - Has zero threats been detected during the period? After each machine Anti-Malware rating is determined, they are grouped into the following percentage buckets, which can be customized: 100%, 75%, 50%, 25%.
Note: The Anti-Malware Score only displays if you have separately purchased the Anti-Malware add-on module.

Procedure Score - Procedures provide a recurring beneficial service to a machine. The more often the procedure runs, the better shape that machine is likely to be in. The longer it has been since the procedure ran, the lower the score. The weighted thresholds for the procedure score count the number of days since the procedure last ran on the machines. The default values provide the following score:
1 2 3 4 0 to 3 days since procedure ran 4 to 9 days since procedure ran 10 to 19 days since procedure ran 20 or more days since procedure ran 100% 75% 50% 25%

Note: You must enter at least an * in the Description Filter field to return any results.

KDS - Domain Activity

Info Center > Reports > KDS - Domain Activity
Displays only if the Directory Services add-on module is installed.

The Domain Activity report definition generates a report of domain configuration changes visible to Directory Services. Configure your report definition using the following parameters:

Time Selection
Filter by date range. Start DateTime End DateTime

Activity
Filter by type of object and type of actions performed on those objects. Objects Types - Computer, Contact, Container, Domain, Group, Organization Unit, User Action Types - Created, Updated, Deleted

162

KOB - Online Backup Summary

Info Center > Reports > KOB - Online Backup Summary
Displays only if the Online Backup add-on module is installed.

The Online Backup Summary report definition generates a summary report of online backup activities by machine ID. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Include Machines with No Data - If checked, includes machines that have no online backups. Show Detail - If checked, displays all backups activities for a machine. If blank, only the last backup activity is displayed.

KOB - Online Backup Usage Over Time

Info Center > Reports > KOB - Online Backup Usage Over Time
Displays only if the Online Backup add-on module is installed.

The Online Backup Usage Over Time report definition generates a report of online backup usage by time period. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Include Machines with No Data - If checked, includes machines that have no online backups. Select the Time Period - Daily, Weekly, Monthly, Quarterly, Yearly. Select the Usage Type - Show Peak Usage, Show Average Usage.

Logs - Admin Notes

Info Center > Reports > Logs - Admin Notes The Admin Notes report definition generates reports of administrator notes (page 14). Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date/time to include in the report. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Info Center

Logs - Agent Log

Info Center > Reports > Logs - Agent Log
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Agent Log report definition generates a report of agent log entries by machine ID. Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date/time to include in the report. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Agent Procedure

Info Center > Reports > Logs - Agent Procedure
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Agent Procedure report definition generates a report of all system and user-defined agent procedures run on each machine ID, including the agent procedure's success or failure status and the VSA user that scheduled them. Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date to include in the report. Agent Procedure Name Filter - Filter entries by agent procedure name. Administrator Filter (Admin that scheduled the agent procedure) - Filter by the VSA user who scheduled the agent procedure. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Alarm Log

Info Center > Reports > Logs - Alarm Log
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Alarm Log report definition generates a report of alarm log entries by machine ID. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Choose an alert type to display - Filters by alert types (page 598). Filter on email address alarm was sent to - Filters by alert email recipient. Alarm subject line filter - Filters by alert email subject line. Alarm message body filter - Filters by alert email body text. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

164

Logs - Configuration Changes

Info Center > Reports > Logs - Configuration Changes
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Configuration Changes report definition generates a report of VSA setting changes made to each machine ID. Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date/time to include in the report. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Event Logs

Info Center > Reports > Logs - Event Logs
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Event Logs report definition generates a report of event log (page 601) data collected by Windows by machine ID. Configure your report definition using the following parameters: Display log entries for last N days(s) - Number of days back from the current date to include in the report. Choose Event Type - Filter by event log type. Filter by event set - Filter by a selected event set. Otherwise all events are reported. Event Categories - Filter by event category. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Event Logs Frequency

Info Center > Reports > Logs - Event Logs Frequency
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Event Logs Frequency report definition generates a report of the most frequent event IDs in event log (page 601) data collected by Windows, by machine ID. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Select the <N> most frequent Event IDs for each machine ID - Select the number of most frequent event IDs. Choose Event Type - Filter by event log type. Event Categories - Filter by event category. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Info Center

Logs - Log Monitoring

Info Center > Reports > Logs - Log Monitoring
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Log Monitoring report definition generates a report of Log Monitoring (page 603) log entries. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Choose Log File Parser - Filter by log parser definition. Show entries matching the following description - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Network Statistics Log

Info Center > Reports > Logs - Network Statistics Log
Info Center > Reports > Audit > Network Statistics (page 155) identifies top consumers of network bandwidth. Related information is provided using System > Statistics (page 433). Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Network Statistics Log report definition generates a report of network statistics (page 155), by machine ID.
Note: This report requires the Audit > Network Access (page 87) driver be enabled. This driver inserts itself into the TCP/IP stack to measure TCP/IP-protocol-based network traffic by application. The driver is disabled by default.

Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date to include in the report. Show applications matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Logs - Remote Control

Info Center > Reports > Logs - Remote Control
Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The Remote Control report definition generates a report of remote control sessions, by machine ID. Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date/time to include in the report. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. 166

 Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Monitoring - Logs
Info Center > Reports > Monitoring - Logs The Logs report definition provides a single point of access for generating any other type of log report. All parameters for all log reports are provided on the Parameters tab. When specifying a log report, only parameters that support that type of log report apply. Consult the following log topics for the parameter fields that apply. Logs - Agent Log (page 164) Logs - Configuration Changes (page 165) Logs - Network Statistics (page 166) Logs - Event Logs (page 165) Application Event Log Security Event Log System Event Log All Event Logs Logs - Agent Procedure (page 164) Logs - Admin Notes (page 163) Logs - Alarm Log (page 164) Logs - Remote Control (page 166) Logs - KES Log (page 171)

Monitoring - Monitor 95th Percentile

Info Center > Reports > Monitoring - Monitor 95th Percentile The Monitor 95th Percentile report definition specifies two dates and calculates the 95th percentile, meaning 95% of the time the value is below what is calculated in the report. Identifies typical bandwidth requirements for a machine or a device, just below infrequent "peak usage" events. The report supports SLA and planning calculations. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Select the monitor set or SNMP set Percentile - Set the percentile to use in the report. Select the counters/MIB objects to add to the report - Select specific counters in the selected monitor set or specific MIB objects within the selected SNMP set to include in the report.

Monitoring - Monitor Action Log

Info Center > Reports > Monitoring - Monitor Action Log The Monitor Action Log report definition generates a report of alarm conditions (page 597) and the actions taken in response to each alarm condition.

Info Center A user can assign monitor sets, SNMP sets, alerts, system checks or log monitoring to machine IDs without checking the Create Alarm checkbox and a Monitor Action Log entry will still be created. These logs enable a VSA user to review alarm conditions that have occurred with or without being specifically notified by the creation of an alarm, email or ticket. You can generate a report using Info Center > Reports > Monitoring > Monitor Action Log (page 167). Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Monitor Type - Counter, Process, Service, SNMP, Alert, System Check, Security or Log Monitoring. Message Filter - Enter a string to filter alarms by their message text. Include an asterisk (*) wildcard with the text you enter to match multiple records. Sort by Log Event Date Time - Ascending, Descending

Monitoring - Monitor Alarm Summary

Info Center > Reports > Monitoring - Monitor Alarm Summary
Review alarm conditions without creating alarms using Info Center > Reports > Monitoring > Monitor Action Log (page 167).

The Monitor Alarm Summary report definition generates a report of created alarms by machine ID. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Report Parameters
Monitor Type - Counter, Process, Service, SNMP, Alert, System Check, Security or Log Monitoring. Alarm Type - Alarm, Trending Message Filter - Enter a string to filter alarms by their message text. Include an asterisk (*) wildcard with the text you enter to match multiple records. Sort by Log Event Date Time - Ascending, Descending Display Message with Each Alarm - Include a detailed message generated for each alarm.

Monitoring - Monitor Configuration

Info Center > Reports > Monitoring - Monitor Configuration The Monitor Configuration report definition generates a report of the configuration details of each monitor set assigned to a machine ID or SNMP set assigned to a device. Configure your report definition using the following parameters:

168

 List Assigned Set Only - If checked, only displays for selection monitor sets assigned to machine IDs and SNMP sets assigned to devices. Select Sets to be Displayed - Select sets in the right hand pane and click the > button to move them to the right hand pane.

Monitoring - Monitor Log

Info Center > Reports > Monitoring - Monitor Log The Monitor Log report definition generates a report of monitor log data for monitor sets and SNMP sets, by machine ID, counter and MIB object. Configure your report definition using the following parameters: Specify the Number of Log Entries for Each Counter and Machine Show Counter Log Data Show Service Log Data Show Process Log Data Show SNMP Log Data

Monitoring - Monitor Set

Info Center > Reports > Monitoring - Monitor Set The Monitor Set report definition generates a report of the monitor logs for a single monitor set or SNMP set, by machine ID. Configure your report definition using the following parameters: Select Monitor Set - Select a single monitor set or SNMP set. Display Last - Number of periods back from the current date/time to include in the report.

Monitoring - Monitor Trending

Info Center > Reports > Monitoring - Monitor Trending The Monitor Trending report definition generates a report of the monitor logs for a single monitor set counter or for a single SNMP set MIB object, by machine ID. Configure your report definition using the following parameters: Select Monitor Set - Select a single monitor set or SNMP set. Select Counter - Select a counter in the selected monitor set or a MIB object in the selected SNMP set. Display Last - Number of periods back from the current date/time to include in the report.

Monitoring - Uptime History

Info Center > Reports > Monitoring - Uptime History The Uptime History report definition generates a graphical report representing: When each managed machine was turned on. When each managed machine was connected to the network. Any abnormal shut downs. Hovering the mouse over any segment on the chart presents a tool tip that reads out the exact start and end time of that segment. Configure your report definition using the following parameters: Display N days of Machine Uptime and Online Time - Number of days back from the current date to include in the report. Display all times in the local time zone for each agent - Display events in local machine time.

Info Center Display all times in the system server time zone - Display events using KServer time.

Patch - Patch Management

Info Center > Reports > Patch Management
Similar information is provided using Patch Management > Update (page 323) and Patch Update (page 322). Patch Status (page 316), Machine History (page 322), Machine

The Patch Managements report definition generates a report that lists the patch state for all selected machine IDs. Reports can be filtered by patch category or knowledge base article number. Reports can include patches denied by patch policy. Reports include links to KB articles. Configure your report definition using the following parameters:

Display Options
Machine Patch Summary Pie Chart - Display a pie chart showing the number of machines that are: Fully patched systems Missing 1 or 2 patches Missing 3, 4, or 5 patches Missing more than 5 patches Have never been scanned Machine Patch Summary Table - Display a machine patch summary table. Missing Patch Occurrence Bar Chart - Display a bar chart illustrating which patches have the most machines that are missing that patch. Table of Missing Patches - This is a composite report that shows all patches that are missing from any and all machines in the selected group. This table lists a section for each missing patch showing: patch ID, KB article number, and patch title. If Show (Include machines missing each patch) is selected, then the report lists each machine ID missing the patch. Table of Installed Patches - This is a composite report that shows all patches that are installed on any and all machines in the selected group. This table is basically the opposite of the Table of Missing Patches section. This table lists a section for each installed patch showing: patch ID, knowledge base article number, and patch title. If Show (Include machines missing each patch) is selected, then the report lists each machine ID with the patch installed. Patch Status for each Machine - For each machine ID a list of both installed and missing patches are shown. Patches are grouped by application. If Show (include titles for each patch) is selected, the titles describing the patches are also displayed. Missing Patches for each machine - For each machine ID a list only of missing patches are shown. Patches are grouped by application. If Show (include titles for each patch) is selected, titles describing the patches are also displayed. Patches installed in the last <N> days - For each machine ID, a list of patches are displayed that were installed during the last number of days specified in the text box. If Show (include titles for each patch) is selected, titles describing the patches are also displayed.

Filters
KB Article Numbers and/or Security Bulletin Numbers - Enter a comma delimited list of KB Article numbers and/or Security Bulletin numbers to generate a report that only lists patches for these numbers. Standard Filter - Select a filter criteria (page 312) for the patch report. Show patches denied by Patch Approval Policy By default, only missing patches that have been approved for installation are included in the report. Check the checkbox to ignore the Patch Approval Policy (page 607) and include all patches whether approved or denied.

170

Policy Management - Agents Policy Status

Info Center > Reports > Service Billing - Agent Policy Status
Displays only if the Service Billing add-on module is installed.

The Agents Policy Status report definition generates a policy status report. Can be filtered by: Agent's Policy Status Policy Object Type Policy Object Status

Policy Management - Policy Info & Association

Info Center > Reports > Service Billing - Policy Info & Association
Displays only if the Service Billing add-on module is installed.

The Policy Info & Association report definition generates a report of policies and associations. Can be filtered by: Policy Status Policy Object Type

Security - KES Log

Info Center > Reports > Security - KES Log
Displays only if the Security add-on module is installed. Agent > Agent Logs (page 34) displays log entries by log type and machine ID.

The KES Log report definition generates a report of Endpoint Security log entries by machine ID. Configure your report definition using the following parameters: Number of days to query log* - Number of days back from the current date/time to include in the report. Show entries matching the following description (use * for wildcards) - Enter a string to filter entries by their description. Include an asterisk (*) wildcard with the text you enter to match multiple records. Ignore machines without data - Check this box to only display machine IDs that have data matching the other filter parameters.

Security - Security
Info Center > Reports > Security
Displays only if the Security add-on module is installed. Similar information is provided using Security > Security Status, View Logs, and View Threats.

The Security report definition generates reports for the following types of security data maintained by the VSA.

Select security report type

Select the type of security report to generate: Configuration Report Install Time Installer Version License Expiration Assigned Profile Profile Details

Info Center Alarm Settings Current Threats Report Summary Threat Category Summary Current Threats Historical Threats Report Summary Threat Category Summary Current Threats

Service Billing - Past Billed Invoices

Info Center > Reports > Service Billing - Past Billed Invoices
Displays only if the Service Billing add-on module is installed.

The Past Billed Invoices report definition generates a report listing billed invoices.

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Service Billing - Sales Order Summary

Info Center > Reports > Service Billing - Sales Order Summary
Displays only if the Service Billing add-on module is installed.

The Sales Order Summary report definition generates a summary report of sales orders.

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Service Billing - Unbilled Revenue by Customer

Info Center > Reports > Service Billing - Unbilled Revenue by Customer
Displays only if the Service Billing add-on module is installed.

The Unbilled Revenue by Customer report definition generates a detailed or summary report of unbilled revenue, by customer.

Parameters
Detailed Summary

Service Billing - Unbilled Revenue by Item Type

Info Center > Reports > Service Billing - Unbilled Revenue by Item Type
Displays only if the Service Billing add-on module is installed.

172

The Unbilled Revenue by Item Type report definition generates a detailed or summary report of unbilled revenue, by item type.

Parameters
Detailed Summary

Service Billing - Work Order Summary

Info Center > Reports > Service Billing - Work Order Summary
Displays only if the Service Billing add-on module is installed.

The Work Order Summary report definition generates a summary report of work orders.

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Service Desk - Custom Tickets

Info Center > Reports > Service Desk - Custom Tickets
Displays only if the Service Desk add-on module is installed.

The Custom Tickets report definition generates a report displaying Service Desk ticket summary information and ticket details. Configure your report definition using the following parameters.

General
Service Desk Notes / Summary / Submitter Filter - List only tickets or ticket counts containing this string in any note, summary line or submitter information line. Use * for wildcard. Display all Tickets - If checked, list all tickets individually. Display Notes with each ticket - If checked, display notes with each ticket. Hide Hidden Notes - If checked, hide hidden notes. Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned. Display pie chart for each selected Ticket Category Column of Data - Assignee, Status, Priority, Category, Sub Category.

Time Range
Select the Time Range Type - Filters by a fixed type of date range. Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Columns
Values for all desk definitions are displayed in the drop-down lists. Select multiple items using Ctrl+Click and Shift+Click, unless otherwise noted. Sort Column - Select the column to sort tickets on.

Info Center Sort Direction - Ascending, Descending.

Filters
Assignee Filter - Only one item can be selected. Status Filter Priority Filter Category Filter SubCategory Filter - Only displays subcategories for selected categories in the Category Filter.

Service Desk - Service Goals

Info Center > Reports > Service Desk - Service Goals
Displays only if the Service Desk add-on module is installed.

The Service Goals report definition generates a report displaying summary information and ticket details related to meeting Service Desk goals. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Include Only Tickets with Goals - If checked, only tickets with goals are displayed. Select Report-By Type - Service Goals by Ticket, Ticket Number. Sort Column - Select the column to sort tickets on. Sort Direction - Ascending, Descending.

Service Desk - Service Hours

Info Center > Reports > Service Desk - Service Hours
Displays only if the Service Desk add-on module is installed.

The Service Hours report definition generates a report displaying summary information and ticket details related to Service Desk hours worked. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Number Of Days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Include Only Tickets with Goals - If checked, only tickets with goals are displayed. Select Report-By Type - Service Hours by Ticket, Service Hours by Contributor, Service Hours by Organization. Sort Column - Select the column to sort tickets on. Sort Direction - Ascending, Descending.

174

Service Desk - Service Times

Info Center > Reports > Service Desk - Service Times
Displays only if the Service Desk add-on module is installed.

The Service Times report definition generates a 12-month report, starting with a specified month and year, showing how many tickets have been created, closed, resolved, past due within fixed time buckets. Configure your report definition using the following parameters:

Parameters
Month - Select a month. Year - Select a year. Display Tickets Created - If checked, display tickets created. Display Tickets Closed - If checked, display tickets closed. Display Tickets Resolved - If checked, display tickets resolved. Display Tickets Past Due - If checked, display tickets past due. Display Ticket Service Time Details Tables - If checked, display tickets detail tables.

Service Desk - Service Volumes

Info Center > Reports > Service Desk - Service Volumes
Displays only if the Service Desk add-on module is installed.

The Service Volumes report definition generates a 12-month report, starting with a specified month and year, showing the number of tickets in each month that belong to each possible value in a specified ticket column. Configure your report definition using the following parameters:

Parameters
Group by - Select the column to group by. Sort Column Direction - Ascending, Descending. Month - Select a month. Year - Select a year. Display Ticket Volumes Chart - If checked, display a tickets volumes chart.

Service Desk - Tickets

Info Center > Reports > Service Desk - Tickets
Displays only if the Service Desk add-on module is installed.

The Tickets report definition generates a report displaying Service Desk ticket summary information and ticket details. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Info Center

Parameters
Notes / Summary / Submitter Filter - List only tickets or ticket counts containing this string in any note, summary line or submitter information line. Use * for wildcard. Display all Tickets - If checked, list all tickets individually. Display Notes with each ticket - If checked, display notes with each ticket. Hide Hidden Notes - If checked, hide hidden notes. Sort Column - Select the column to sort tickets on. Sort Direction - Ascending, Descending. Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned. Display pie chart for each selected Ticket Category Column of Data - Assignee, Status, Priority, Category, Sub Category.

Column Filters
Values for all desk definitions are displayed in the drop-down lists. Select multiple items using Ctrl+Click and Shift+Click, unless otherwise noted. Assignee Filter - Only one item can be selected. Status Filter Priority Filter Category Filter SubCategory Filter - Only displays subcategories for selected categories in the Category Filter.

Software - Software Applications Changed

Info Center > Reports > Software - Software Applications Changed
Similar information is provided using Audit > Add/Remove (page 142).

The Software Applications Changed report definition generates a report displaying lists of applications added to and removed from machine IDs. Uses data collected from the latest audit.
Note: This report was called the Software - Add/Removes Programs report before the Kaseya 2 release.

Configure your report definition using the following parameters: Add/Remove List Item Filter - Enter a string to filter items by their name. Include an asterisk (*) wildcard with the text you enter to match multiple records. List machine IDs that contain each application - If checked, then the machine ID of each machine add/remove program is listed.

Software - Software Applications Installed

Info Center > Reports > Software - Software Applications Installed
Similar information is provided using Audit > Installed Applications (page 141),

The Software Applications Installed report definition generates a report displaying each unique application found on all machines. The total number of unique copies of the application are also listed. Uses data collected from the latest audit. Configure your report definition using the following parameters: Application Filter - Filters by application name (theApp.exe). Product Name Filter - Filters by product name string as provided by the software vendor. Description Filter - Filters by software description string as provided by the software vendor. Manufacturer Filter - Filters by software vendor name. Version Filter - Filters by software version number. 176

 Show Unregistered Applications - If checked, includes programs not in the registry. Registered applications place an App Paths key in the registry identifying the location of their main executable. Sorting on this value is a good way to separate main applications from all the helper and secondary applications. List machine IDs that contain each application - If checked, then the machine ID of each machine installed with the program is listed. Display Column(s) - Application, Product, Description, Manufacturer, Version. Sort By - Application, Product, Description, Manufacturer, Version.

Software - Software Licenses

Info Center > Reports > Software - Software Licenses
Similar information is provided using Audit > Software Licenses (page 143).

The Software Licenses report definition generates a report listing the number of software licenses found in a group of machines. This report lists the total number of licenses and the number of unique licenses found across all machines. Uses data collected from the latest audit. Configure your report definition using the following parameters: Show Publisher matching - Filters by software vendor name. Show Title matching - Filters by software title. Do Not List Machine IDs - Machine IDs are not listed. List Machine IDs - The machine ID of each machine installed with the application is listed. List Machine IDs by License Code - License codes and product keys installed on each machine are displayed.

Software - Software Licenses Summary

Info Center > Reports > Software - Software Licenses Summary
Similar information is provided using Audit > Software Licenses (page 143).

The Software Licenses report definition generates a table summarizing the licenses on all machines in a group or view. Uses data collected from the latest audit. This report presents four tables of information summarizing the following: Servers - Lists all server types found and the number of machines running that server OS. Workstations - Lists all workstation types found and the number of machines running that workstation OS. Microsoft Office Licenses - Lists the number of machines with each version of Microsoft Office loaded. Other Applications - Summarizes the number of machines with each application license found that is not contained in the first 3 tables. Configure your report definition using the following parameters: Show Publisher matching - Filters by software vendor name. Show Title matching - Filters by software title.

Software - Software Operating Systems

Info Center > Reports > Software - Operating Systems The Operating Systems report definition generates a composite view chart of all operating systems found on all machine IDs.

Info Center
Note: Each machine reports its operating system type and version with each check-in. Audit does not have to complete to obtain operating system information. Therefore, the number of operating systems reported by this report may be higher than the number of licenses reported for that operating system if all machines have not completed an audit.

Configure your report definition using the following parameters: Show Pie chart Show Bar chart Show Table

Ticketing - Customizable Ticketing

Info Center > Reports > Ticketing > Customizable Ticketing
Similar information is provided using Ticketing > View Summary (page 445).

The Customizable Ticketing report definition generates a report listing all Ticketing module tickets assigned to selected organizations, machine groups, machines, departments, or staff records. Configure your report definition using the following parameters:

Time Selection
Select the Time Range - Filters by a fixed type of date range. Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned. Display pie chart for each selected Ticket Category - Assignee, Status, Category, Priority. Display none - Do not list individual tickets in the report. Display all tickets - List all tickets individually. Display all tickets with notes - List all tickets, include both public and hidden notes. Display all tickets but hide hidden notes - List all tickets, include public notes but hide hidden notes.

Filters
Notes/Summary/Submitter Field - Enter a string to filter tickets by their notes or summary line or submitter fields. Include an asterisk (*) wildcard with the text you enter to match multiple records. Assignee Filter - Filter tickets by Assignee. Sort Column - Select the column to sort tickets on. Sort Direction - Ascending, Descending. Status - Filter tickets by Status Category - Filter tickets by Category. Priority - Filter tickets by Priority. Resolution - Filter tickets by Resolution. (Custom Fields) - Filter tickets by one or more Custom Fields.

Columns
Select the tickets columns included in the report. All columns are included by default.

178

Ticketing - Ticketing
Info Center > Reports > Ticketing > Ticketing
Similar information is provided using Ticketing > View Summary (page 445).

The Ticketing report definition generates a report listing all Ticketing module tickets assigned to selected organizations, machine groups, machines, departments, or staff records. Configure your report definition using the following parameters:

Time Selection
Select the Time Range Type - Filters by a fixed type of date range. Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type. Custom Start DateTime - Applies only if Fixed Range is select time range type. Custom End DateTime - Applies only if Fixed Range is select time range type.

Parameters
Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned. Display pie chart for each selected Ticket Category - Assignee, Status, Category, Priority. Notes / Summary / Submitter Filter - List only tickets or ticket counts containing this string in any note, summary line or submitter information line. Use * for wildcard. Display none - Do not list individual tickets in the report. Display all tickets - List all tickets individually. Display all tickets with notes - List all tickets, include both public and hidden notes. Display all tickets but hide hidden notes - List all tickets, include public notes but hide hidden notes. Notes/Summary/Submitter Field - Enter a string to filter tickets by their notes or summary line or submitter fields. Include an asterisk (*) wildcard with the text you enter to match multiple records. Filter tickets by Assignee Status Category Priority Sort Column - Select the column to sort tickets on. Sort Direction - Ascending, Descending.

Time Tracking - Timesheet Summary

Info Center > Reports > Time Tracking > Timesheet Summary The Timesheet Summary report definition generates a report listing the status of all timesheets for a specified date range. Configure your report definition using the following parameters.

Time Selection
Custom Start DateTime - The start date. Custom End DateTime - The end date.

Parameters
Choose Group Type - Grouped by Period or by Status. Staff List - The staff to include in the report. The list comprises all staff with timesheets that your scope authorizes you to see.

Info Center
Note: For each staff record and time period, a timesheet is only created if at least one time entry is added to the timesheet.

Time Tracking - Timesheet Entries

Info Center > Reports > Time Tracking > Timesheet Entries The Timesheet Entries report definition generates a report listing all timesheet entries for a specified date range. Configure your report definition using the following parameters.

Time Selection
Custom Start DateTime - The start date. Custom End DateTime - The end date.

Parameters
Staff List - The staff to include in the report. The list comprises all staff with timesheets that your scope authorizes you to see.

Reports Sets
Info Center > Reporting > Report Sets A report set is a collection of report definitions (page 149). You can schedule a report set definition just like you would an individual report definition. This saves you the trouble of scheduling individual report definitions one at a time. See the following topics for an overview of working with report sets. Report Set Definitions (page 180) Report Set Folder Trees (page 181) Scheduling a Report Set (page 181) Viewing Published Reports and Reports Set (page 152)

Report Set Definitions

A report set is a collection of report definitions (page 149). You can schedule a report set definition just like you would an individual report definition. This saves you the trouble of scheduling individual report definitions one at a time.

Creating a New Report Set Definition

Click the New Report Set button to create a new report set definition. The New Report Set dialog displays the following tabs.

General
General - Enter the report set name and description. Message - Enter the default subject line and message used to notify users when the report set is distributed.

Reports
Check the report definitions you want to include in the report set definition.

180

Editing an Existing Report Set Definition

1. Click an existing report set definitions in the report set folder trees (page 181) in the middle pane. 2. Click the Edit Report Set button to edit the report set definition. The Edit Report Set dialog displays the same options as the New Report Set dialog described above.

Viewing Report Set Definition Properties

1. Click an existing report set definitions in the report set folder trees (page 181) in the middle pane. 2. You can view the configuration of the report set definition in the right hand pane: The Assigned Reports section of the Schedule tab displays the report definitions included in the report set. You can Assign or Remove report definitions using this section. The General tab displays the default subject line and message used to notify users when the report set is distributed.

Report Set Folder Trees

Report set definitions are organized using two folder trees in the middle pane, underneath Private and Shared cabinets. Use the following options to manage objects in these folder trees:

Always Available
Folder Properties - Display the name, description, and owner of a folder, and your access rights to the a folder. (Apply Filter) - Enter text in the filter edit box, then click the funnel icon to apply filtering to the folder trees. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the folder trees.

When a Folder is Selected

Share Folder - Shares a folder with user roles and individual users. Applies to shared cabinet folders only.
Note: See guidelines for share rights to objects within folder trees in the Folder Rights (page 119) topic.

New Folder - Creates a new folder underneath the selected cabinet or folder. Delete Folder - Deletes a selected folder. Rename Folder - Renames a selected folder. Take Ownership - Takes ownership (page 119) of a folder you do not own. This option only displays for master role users. New Report Set - Opens the report set editor to create a new report set definition in the selected folder of the folder tree.

When a Report Set Definition is Selected

New Report Set - Opens the report set editor to create a new report set definition in the selected folder of the folder tree. Edit Report Set - Edits the selected report set definition. Delete Report Set - Deletes the selected report set definition. Schedule Report Set - Schedules publishing of the selected report set definition.

Scheduling a Report Set

Click Schedule Report Set to schedule the report set to run in the future, once or on a recurring basis. You can set options in any of the following tabs. A report in a report set uses the parameters and output as

Info Center configured on the report instance. The filters and distribution are set by the report set. Schedule Report Set - Schedule the report set to run once or periodically. Each type of recurrenceOnce, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Filters - Optionally filter the selection of data included in the report set by organization, machine group, machine ID or view. For some report sets a department filter and service desk filter are available.
Note: All individual report definitions in the report set use the filtering and distribution settings you select when a report set is run or scheduled.

Distribution - Select recipients of the report set. By default the person running or scheduling the report set is selected as an Info Center > Inbox (page 147) message recipient. Selected users can be sent an Inbox user message or an email. Visibility of users is limited by the scope you are using. General - Change the message used to notify users when the report set is run. Tokens can be included in report set email messages, in both the subject line and the body of the message. <gr> - machine group <id> - machine id <rt> - report name <embd> - In the message body only, you can embed an HTML report at the specified location. Once a scheduled report set begins publishing the following status icons display in the Schedule tab in the right hand pane. Pending Completed and Approval Required - Click the icon to view the completed report, then approve or reject it. Completed and Rejected - Click the icon to view the completed and rejected report. You can subsequently approve it. Completed and Distributed - Click the icon next to the name of the report set to display a Selected Item History dialog that contains the publishing history for that report. Click the publishing date of the report set you want to see, then click the hyperlinks for any of the reports at the bottom of the dialog. Error - The report set failed to publish. The Schedule tab in the right hand pane of a scheduled report set provides several columns of information for each time a report set is published. Column Options - This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18). Recurring Schedule Columns - The Recurrence, Last Ran and Next Run columns describe how often a report set is published, when it last ran and when it will run next. The Recurrence Pattern and Ending On columns describe details of a recurring report. Visibility of Scheduled Report Sets - Visibility of rows in the schedule table is limited by the scope you are using. Your selected view definition (page 612) has no effect. It does not matter whether you were designated a recipient of the report set. Recipients can access the completed report set in their Inbox (page 147). The following action buttons are provided for scheduled report sets. Run Now - Runs a previously scheduled report set immediately. This allows a report that has timed out, generated an error, or was unapproved to be re-run immediately without having to reselect all the schedule options over again.

182

 Reschedule - Displays the Schedule tab of the Reschedule Selected Item dialog. Use this tab to reschedule the publishing of a selected report set. These options are the same as when you originally schedule a report set. Recipients - Displays the Distribution tab of the Reschedule Selected Item dialog. Use this tab to change the recipients for a selected report or report set you are rescheduling. These options are the same as when you originally schedule a report set. Delete Schedule - Permanently deletes a selected published report set. This only deletes the record of the report set in Schedule (page 147) for your VSA logon. It does not delete the report set for any other user. History - Displays a Selected Item History dialog, providing a history of all published instances of the report set you have received. Click the publishing date of the report set you want to see, then click the hyperlink of a report at the bottom of the dialog. Refresh - Refreshes the page.

Customize
Info Center > Customize The Customize page sets defaults for report definitions. Defaults include: Default Paper Size Default Distribution Report Theme

View Dashboard
Info Center > Dashboard > View Dashboard The View Dashboard page gives you a quick view of the total system's status, highlighting the machine IDs and tasks you need to work on first. The results displayed by the dashboard depend on the Machine ID / Group ID filter (page 604). You can manage tasks and send messages to other users using the dashboard. Customize the dashboard display using InfoCenter > Layout Dashboard (page 184).

Agent Status
Summarizes the online status of all machine IDs matching the current machine ID / group ID filter. Gives you an at-a-glance count of how many machines are online, have users logged into them, have been offline for less than 30 days and offline for over 30 days and the total number of agents matching the current machine ID / group ID filter.

Patch Status
Uses a pie chart to highlight machines missing patches and matching the current machine ID / group ID filter. The chart displays with or without applying a patch policy. Click the Use Policy button to apply the Patch Policy (page 607) when generating the pie chart.
Note: The Patch Policy incurs a significant performance penalty. If you have a lot of machine IDs this pie chart takes a long time to generate when using the patch policy.

Click the Hide Policy button to generate the pie chart without the patch policy. This shows all missing patches including those denied by patch policy. Clicking on any pie segment opens a sub window listing all machine IDs that make up that pie segment.

Info Center

Operating Systems
Uses a pie chart to shows the mix of operating systems in use, for machines matching the current machine ID / group ID filter. Clicking any pie segment opens a sub window listing all machine IDs that make up that pie segment.

Tickets
Lists recent tickets issued against the machine IDs matching the current machine ID / group ID filter. Applies to Ticketing module tickets only.

System Status
Identifies the number of current and total VSA users and Portal Access (page 81) users. Also displays the size of the database, the database size per machine account and the last backup date.

Tasks
Use this section to create, edit, and monitor tasks you or other users need to perform. A pop up window alerts you when new tasks created for you have been added to your task list. Additional pop ups occur when the task becomes past due. You can have the system remind you of a past due task again, by clicking the Snooze button when the task reminder dialog box displays. You can clear all outstanding task notification messages by clicking the Clear Snooze button on the System > Preferences (page 397) page.

Messages
Use this section to send messages to other VSA users. Other VSA users see the messages as popup windows. Messages you have received are listed in the lower part of this pane.
Note: Send messages to machine users using Remote Control > Send Message (page 379).

Layout Dashboard
Info Center > Dashboard > Layout The Layout Dashboard page displays/hides each section of the View Dashboard (page 183) page and sets the order they appear, from top to bottom. To display an item, check the box next to the item. Two items have additional customization control: Tickets, and Messages. Both display time dependent data. To make it easy to quickly distinguish new item from old items, you can specify different highlight colors from data rows depending on how recently the data item was generated.

Recommendation
Highlight the most recent tickets and messages in red. All tickets and messages created in the last N days are highlighted in red. Highlight the next most recent tickets and messages in yellow. All tickets and messages that are older than the red highlight date but more recent than the number entered are highlighted in yellow. Disable highlighting by setting the number of days to zero.

184

Chapter 7

Monitor
In This Chapter
Monitor Overview Alarms Dashboard List Dashboard Settings Alarm Summary Suspend Alarms Live Counter Monitor Lists Update Lists By Scan Monitor Sets SNMP Sets Alerts Event Log Alerts SNMP Traps Alert Assign Monitoring Monitor Log System Check LAN Watch Assign SNMP SNMP Log Set SNMP Values Set SNMP Type Parser Summary Log Parser Assign Parser Sets Viewing Log Monitoring Entries 187 189 191 200 200 202 203 204 206 207 214 222 254 260 264 270 271 275 279 287 289 290 291 295 300 305

185

Monitor

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

186

Monitor Overview
Monitor The Monitoring module in Virtual System Administrator provides five methods of monitoring machines and log files: Alerts - Monitors events on agent-installed machines. Monitor Sets - Monitors the performance state on agent-installed machines. SNMP Sets - Monitors the performance state on non-agent-installed devices. System Check - Monitors events on non-agent-installed machines. Log Monitoring - Monitors events in log files. You can monitor the health in real time of managed machines and SNMP devices and be notified immediately if any problems arise. When programmable alarms are triggered, Monitor executes email notifications, procedures and job ticketing, for such problems and state changes as: When any critical server or desktop computer goes off-line. When a machine user disables remote control. When any software application is added or removed. When the hardware configuration changes. When the computer is running low on disk space. When a specific event or any event log entry is generated. When any protection policy violation occurs. When any agent procedure fails execution. When an unapproved application attempts to access the network. When an unapproved application attempts to access a protected file. When a new device appears on the local area network. When an external log records a specific log entry. In addition to generating alert notifications when event log entries are generated, event log entries collected from your managed machines are stored on the VSA. The event log data is always available, even if the managed machine goes offline or suffers a hard failure. Event log data is presented in a familiar and concise form using the Agent > Agent Logs (page 34) page, as well as Info Center > Reports > Logs.
Note: You can download a Monitoring Configuration PDF from the first topic of online user assistance. Note: You can download a Configuring Log Parsers Step-by-Step PDF from the first topic of online user assistance. Note: Kaseya Monitor Service (http://www.kaseya.com/services/it-services.aspx) extends monitoring past nine-to-five. By out-tasking systems management and monitoring during off-hours, MSPs can offer customers 24/7/365 Always-On monitoring.

Function
Dashboard Settings (page 200) Suspend Alarms (page 202) Live Counter (page 203)

Description
Users can customize the Dashboard List page.

Dashboard List (page 191) Provides multiple monitoring views.

Alarm Summary (page 200) Lists alarms for monitored machines. Suspends alarm notifications for specific machine IDs. Displays live performance counter data for a selected

Monitor
machine ID. Monitor Lists (page 204) Configures the monitor list objects for monitoring. Update Lists By Scan (page Scans machines for monitor counters and services. 206) Monitor Sets (page 207) SNMP Sets (page 214) Add SNMP Object (page 220) Alerts (page 222) Event Log Alerts (page 254) SNMP Traps Alert (page 260) Assign Monitoring (page 264) Monitor Log (page 270) System Check (page 271) LAN Watch (page 275) Assign SNMP (page 279) SNMP Log (page 287) Set SNMP Values (page 289) Parser Summary (page 291) Log Parser (page 295) Assign Parser Sets (page 300) Configures monitor sets. Configures SNMP monitor sets. Manages SNMP MIB objects. Configures monitor alerts for machines. Triggers an alert for an event log entry. Configures alerts for SNMP Trap event log entries created on selected managed machines. Assigns, removes and manages alarms of monitor sets on machines. Views monitor log data in chart and table format. Assigns, removes and manages alarms for system checks on machines. Scans network range for specifice SNMP enabled devices. Assigns, removes and manages alarms of SNMP monitor sets on devices. Views SNMP log data in chart and table format. Sets SNMP values on the specified device.

Set SNMP Type (page 290) Assigns SNMP types to SNMP devices. Defines alerts for parser sets and copy parser set assignments to multiple machine IDs. Defines log parsers and assigns them to machine IDs. Creates and assigns parsers sets to machine IDs and creates alerts on parser set assignments.

188

Alarms
The same alarm management concepts and guidelines apply to all methods of monitoring.

Alarm Conditions
An alarm condition exists when a machine's performance succeeds or fails to meet a pre-defined criteria.

Alarms
In graphical displays throughout the VSA, when an alarm condition (page 597) exists, the VSA displays, by default, a red traffic light icon. If no alarm condition exists, a green traffic light icon displays. These icons can be customized. Alarms, and other types of responses (page 599), are enabled using the following pages: Agent > LAN Watch (page 57) Backup > Backup Alerts Monitor > Alerts (page 222) Monitor > Assign Monitoring (page 264) Monitor > SNMP Traps Alert (page 260) Monitor > Assign SNMP (page 279) Monitor > System Checks (page 271) Monitor > Parser Summary (page 291) Monitor > Assign Parser Sets (page 300) Patch Management > Patch Alerts (page 346) Remote Control > Offsite Alerts Security > Apply Alarm Sets

Five Methods of Monitoring

Each of the five methods of monitoring in Virtual System Administrator is either event-based or state-based. Event-based Alerts - monitors events on agent-installed machines System Check - monitors events on non-agent-installed machines Log Monitoring - monitors events in log files State-based Monitor Sets - monitors the performance state on agent-installed machines SNMP Sets - monitors the performance state on non-agent-installed devices

Event-Based Alarms
Alerts (page 222), System Check (page 271) and Log Monitoring (page 295) represent event-based alarms that occur perhaps once. For example a backup may fail. There is no transition out of the condition, it just happens. Since there is no state, the red alarm in a dashlet never transitions back to green until you close the alarm in the alarm log. Typically event-based alarms are easier to configure, since the possibilities are reduced to whether one or more of the events happened or did not happen within a specified time period.

State-Based Alarms
Monitor set (page 207) counters, services, and processes and SNMP set (page 214) objects are either currently within their expected state range or outside of it and display as red or green alarm icons dynamically. These are known as state-based alarms.

Monitor If an alarm state currently exists, monitor dashlets (page 191) show red alarms. If an alarm state does not currently exist, monitor dashlets show green alarms. For monitor sets and SNMP sets, the criteria for an alarm condition can be tailored using Auto Learn (page 268) and Individualized (page 264) sets. Alarms for monitor sets and SNMP sets can be be dismissed using the Network Status (page 196) dashlet. Typically state-based alarms require more thought to configure then event-based alarms, because the intent is to measure the level of performance rather than outright failure.

Reviewing Created Alarms

All alarm conditions that have the Create Alarm checkbox checkedboth state-based alarms and event-based alarmsare recorded in the alarm log. An alarm listed in the alarm log does not represent the current state of a machine or device, rather it is a record of an alarm that has occurred in the past. An alarm log record remains Open until you close it. Alarms can also be deleted from the alarm log. Note that a state-based alarm, like a monitor set or SNMP set, can trigger an alarm state that changes to red and then changes back to green. This same state-based alarm, if the Create Alarm checkbox is checked, can also generate an alarm record that remains Open until you close it. Created alarms can be, reviewed, Closed or Deleted... using: Monitor > Alarm Summary (page 200) Monitor > Dashboard List > any Alarm Summary Window (page 194) within a dashlet Agent > Agent Logs > Alarm Log (page 34) Live Connect (page 384) > Agent Data > Agent Logs > Alarm Log Created alarms can also be reviewed using: Monitor > Dashboard List > Alarm List (page 193) Monitor > Dashboard List > Alarm Network Status (page 193) Monitor > Dashboard List > Alarm Rotator (page 195) Monitor > Dashboard List > Alarm Ticker (page 196) Monitor > Dashboard List > Group Alarm Status (page 196) Monitor > Dashboard List > Monitor Set Status (page 197) Monitor > Dashboard List > Monitor Status (page 199) Monitor > Dashboard List > Top N - Monitor Alarm Count (page 199) Monitor > Dashboard List > KES Status (page 199) Monitor > Dashboard List > KES Threats (page 199) Info Center > Reports > Monitoring > Logs > Alarm Log Info Center > Reports > Monitoring > Monitor Action Log

Reviewing Alarm Conditions with or without Creating Alarms

A user can assign monitor sets, SNMP sets, alerts, system checks or log monitoring to machine IDs without checking the Create Alarm checkbox and a Monitor Action Log entry will still be created. These logs enable a VSA user to review alarm conditions that have occurred with or without being specifically notified by the creation of an alarm, email or ticket. You can generate a report using Info Center > Reports > Monitoring > Monitor Action Log (page 167).

Reviewing Performance with or without Creating Alarms

You can review monitor sets and SNMP set performance results, with or without creating alarms, using: Monitor > Live Counter (page 203) Monitor > Monitor Log (page 270) Monitor > SNMP Log (page 287) Monitor > Dashboard > Network Status (page 196) Monitor > Dashboard > Group Alarm Status (page 196)

190

 Monitor > Dashboard > Monitoring Set Status (page 197) Info Center > Reports (page 149) > Monitoring > Logs
Note: You must run Update Lists by Scan (page 206) for each machine ID you assign a monitor set, to ensure a complete list of monitoring definitions exists on the VSA to monitor that machine.

Reviewing Performance Data using Quick Sets

A Quick Status feature enables you to select any monitor set counter, service or process from any machine ID and add it to the same single display window. Using Quick Status, you can quickly compare the performance of the same counter, service or process on different machines, or display selected counters, services and processes from different monitor sets all within a single view. SNMP sets provide a similar Quick Status view for selected SNMP objects. Any Quick Status view you create exists only for the current session. The Quick Status window is accessed using Monitor > Dashboard > Monitoring Set Status (page 197), then clicking the Quick Status link or the Quick Status icon .

Reviewing Performance Data using Machine Status or Device Status

A Machine Status feature enables you to select any monitor set counter, service or process for a single machine ID and add it to the same single display window. Unlike the Quick Status window, a Machine Status view persists from one session to the next. SNMP sets display a similar window called the Device Status window for selected SNMP objects. The Machine Status window and Device Status window are accessed using Monitor > Dashboard > Monitoring Set Status (page 197), then clicking the machine/device status icon .

Suspending Alarms
The triggering of alarms can be suspended. The Suspend Alarms page suppresses alarms (page 597) for specified time periods, including recurring time periods. This allows upgrade and maintenance activity to take place without generating alarms. When alarms are suspended for a machine ID, the agent still collects data, but does not generate corresponding alarms.

Group Alarms
Alert, system check, and log monitoring alarms are automatically assigned to a group alarm category. If an alarm is triggered, the group alarm it belongs to is triggered as well. The group alarm categories for monitor sets and SNMP sets are manually assigned when the sets are defined. Group alarms display in the Group Alarm Status (page 196) dashlet of the Monitor > Dashboard List page. You can create new groups using the Group Alarm Column Names tab in Monitor > Monitor Lists (page 204). Group alarm column names are assigned to monitor sets using Define Monitor Set (page 209).

Dashboard List
Info Center > Dashboard List Monitor > Dashboard List
Similar information is provided using Monitor > Alarm Summary (page 200) and Info Center > Reports > Monitor Alarm Summary (page 168).

The Dashboard List page is the VSA's primary method of visually displaying monitoring data, including triggered alarm conditions. The Dashboard List page maintains configurable monitoring windows called Dashboard Views. Each dashboard contains one or more panes of monitoring data called Dashlets. Each VSA user can create their own customized dashboards.

Adding Dashboard Views and Dashlets

To add a new dashboard: 1. Click to create a new Dashboard View. The new dashboard displays in a popup window.

Monitor 2. Enter a Title and Description for your new dashboard. 3. Click the Add Dashlets tab. A side panel displays a list of dashlets. These choices include: Alarm List (page 193) Alarm Network Status (page 193) Alarm Rotator (page 195) Alarm Ticker (page 196) Network Status (page 196) Group Alarm Status (page 196) Monitoring Set Status (page 197) Monitor Status (page 199) Machines Online (page 199) Top N - Monitor Alarm Chart (page 199) KES Status (page 199) KES Threats (page 199) 4. Check as many checkboxes as you like, then click the Add button. The side panel closes and the Dashlets display in the Dashboard View. 5. Move and resize the Dashlets within the Dashboard View. 6. Click the Delete tab to delete dashlets already displayed in the Dashboard View. 7. Click to save the Dashboard View. Click to save the Dashboard View using a different title and description. 8. Click Share to share this Dashboard View with other users, user roles or to make it public for all users to use and edit. 9. Click Take Ownership to take ownership of a Dashboard View. This option only displays for master role users (page 612).

Configuring Dashlet Options

You can size and position each dashlet within the Dashboard View. You can also access additional configuration options for each dashlet by clicking the configure icon located in the upper left hand corner of the dashlet. Common configuration options include: Show Title Bar - If checked, displays the dashlet with a title bar. Title - Specifies the title of the dashlet. Refresh Rate - Specifies how often the data in the dashlet is refreshed. Machine - Filters the dashlet by machine ID. Include an asterisk (*) wildcard with the text you enter to match multiple records. Machine Group - Filters the dashlets by group ID. Select <All Groups> to see all groups you are authorized to see.
Note: Dashlets are unaffected by the main machine ID / machine group filter (page 604) at the top of the VSA page.

Add Dashboard
Click to create a new dashboard. The new dashboard displays in a popup window.

192

Title
Enter a title for your dashboard and click the filter icon to filter the list of dashboards listed in the paging area. Include an asterisk (*) wildcard with the text you enter to match multiple records. Enter a different title to rename the dashboard.

My Dashboards
If checked, only the dashboards you are the owner of display.

View
Displays the view icons available for each dashboard. - Click to view this dashboard. - Click to configure this dashboard. - Click to delete this dashboard.

Owner
The owner of the dashboard.
Note: You must take ownership of the dashboard to modify it.

Title
The name of the dashboard.

Description
The description of the dashboard.

Load on Startup
If checked, this dashboard displays when the user logs in. Choices apply only to the currently logged in user.

Alarm List
Dashboard List > Alarm List The Alarm List dashlet displays all alarms for all machine IDs matching the dashlet's machine ID/group ID filter.The display lists the most recent alarms first. By default, alarms generated within the last 24 hours are highlighted in red. Alarms generated within the last week are highlighted in yellow. The color coding lets you quickly distinguish alarms you may not have examined yet. The color coding is customizable using Dashboard Settings (page 200). Each alarm contains a link to create or display a Ticket associated with the alarm.

Alarm Network Status

Dashboard List > Alarm Network Status Initially the Alarm Network Status dashlet displays each machine group as an icon. You can click any group icon to display the machines within that group. If a machine has even a single Open alarm, then the icon for that machine displays a red exclamation point. Click any machine icon to display an Alarm Summary Window (page 194) of Open alarms for that machine.

Monitor

Alarm Summary Window

Dashboard List > Alarm Network Status Dashboard List > Group Alarm Status Dashboard List > Monitor Set Status The Alarm Summary window displays a filtered list of alarm log records. The filtering depending on how you accessed the window. An alarm listed in the alarm log does not represent the current state of a machine or device, rather it is a record of an alarm that has occurred in the past. An alarm log record remains Open until you close it.
Note: Within a dashlet, the Alarm Summary window displays only Open alarm log records. If you attempt to filter alarms using the Closed status within a dashlet, the dashlet will reset your selection to Open. Closing an alarm makes it disappear from this dashlet's alarm summary list. You can review both Open and Closed alarms using the Alarm Summary (page 200) page.

Filtering Alarms
Select or enter values in one or more of the following Alarm Filter fields. The filtering takes effect as soon as you select or enter a value. Alarm ID - A specific alarm ID. Monitor Type - Counter, Process, Service, SNMP, Alert, System Check, Security or Log Monitoring. Alarm State - Open or Closed. You can only select the Open status for an alarm listed in a dashlet Alarm Summary Window. Alarm Type - Alarm or Trending. Alarm Text - Text contained in the alarm. Bracket text with asterisks, for example: *memory* Filter Alarm Count - The number of alarms displayed using the current filter criteria.

Closing Alarms
You can close alarm log records in one of two ways: Click the Open link in the State column of the Alarm Summary window. Or: 1. Set the Alarm State drop-down list to Closed. 2. Select one or more alarms listed in the paging area. 3. Click the Update button.

Deleting Alarms
1. Select one or more alarms listed in the paging area. 2. Click the Delete... button.

Adding Notes
1. Enter a note in the Notes field. 2. Select one or more alarms listed in the paging area. 3. Click the Update button.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

194

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Alarm ID
Lists a system-generated and unique ID for each alarm. The expand icon specific alarm information. can be clicked to display

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Each dashlet displays all machine groups and machine IDs matching the dashlet's unique machine ID/group ID filter.

Alarm Date
The date and time the alarm was created.

Type
The type of monitor object: Counter, Process, Service, SNMP, Alert, System Check, Security and Log Monitoring.

Ticket
If a ticket has been generated for an alarm a Ticket ID link displays. Clicking this link displays the ticket in the Ticketing > View Ticket (page 448) page. If no ticket has been generated for an alarm a New Ticket... link displays. Click this link to create a ticket for this alarm.

Name
The name of the monitoring object.

Alarm Rotator
Dashboard List > Alarm Rotator The Alarm Rotator dashlet displays current alarms that have occurred within the last 10 minutes. Each alarm displays one at a time, in a rotating fashion, for 10 seconds. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter.

Monitor

Alarm Ticker
Dashboard List > Alarm Ticker The Alarm Ticker dashlet displays current alarms that have occurred within a specified period. Each alarm displays one at a time, in a "ticker-tape" fashion, for 10 seconds. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter.

Network Status
Dashboard List > Network Status The Network Status dashlet is specific for machines assigned monitor sets or devices assigned SNMP sets. This dashlet displays all machine groups and machine IDs matching the dashlet's unique machine ID/group ID filter. The value of this dashlet is that you can see the current state of monitor sets on machines or SNMP sets on devices dynamically. Initially the Network Status dashlet displays each machine group as an icon. You can click any group icon to display the machines and SNMP devices within that group. If even a single monitor set or SNMP set is in an alarm state, then the icon for that machine or device displays a red exclamation point. Click any machine icon or device icon to display a list of monitor set alarms or SNMP set alarms that are currently outside their alarm thresholds. Alarms in this list are automatically removed as soon as the monitor set or SNMP set returns to a "no alarm" state.

Dismissed
You can manually force an alarm to return to a "no alarm" state by clicking the Dismiss link for that alarm. The "alarm" state will reappear again if the monitor set or SNMP set crosses its alarm threshold again. The timing of the reappearance depends on the alarm interval criteria defined for that monitor set or SNMP set.
Note: Dismissing an alarm state should not be confused with the Open or Closed status of an alarm record entered in the alarm log, which is displayed, for example, using the Alarm Summary Window (page 194). Alarm log entries can remain Open indefinitely, long after the alarm state has returned to "no alarm".

Group Alarm Status

Dashboard List > Group Alarm Status The Group Alarm Status dashlet summarizes the alarm status of all group alarm (page 602) categories, for all machine IDs matching the dashlet's unique machine ID/group ID filter. Alert, system check, and log monitoring alarms are automatically assigned to a group alarm category. If an alarm is triggered, the group alarm it belongs to is triggered as well. The group alarm categories for monitor sets and SNMP sets are manually assigned when the sets are defined. Group alarms display in the Group Alarm Status (page 196) dashlet of the Monitor > Dashboard List page. You can create new groups using the Group Alarm Column Names tab in Monitor > Monitor Lists (page 204). Group alarm column names are assigned to monitor sets using Define Monitor Set (page 209).
Note: Do not confuse group alarm categories with machine group IDs.

Click the machine group ID link to display the group alarm status of all machine IDs and SNMP device IDs included in that machine group ID. Click the Machine ID/SNMP Device ID link to display a Monitor Set Status (page 197) window for the machine ID and any SNMP devices linked to it.

196

 Click any red icon in the table to display the Alarm Summary Window (page 194) for that combination of group alarm category and machine group ID or group alarm category and machine ID. Click Filter... to filter a dashlet by group alarm category or by machine group ID. Click Reset to return a filtered dashlet back to its default. You can also re-order the display of group alarm categories.

Monitoring Set Status

Dashboard List > Monitoring Set Status
You can also display a Monitoring Set Status dashlet using a Group Alarm Status dashlet, by clicking a machine group ID link, then a machine ID link.

The Monitoring Set Status dashlet displays all alarms assigned to a machine ID, whether created by monitor set (page 605), alert (page 597), system check (page 612), SNMP set (page 214), or Log Monitoring (page 603). Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter.

Display only alarmed monitor objects

If checked, only alarmed monitor objects are displayed in the list.

Display only alarmed machines

If checked, only alarmed machines are displayed in the list.

First Row of Information

The first row of information displays: The check-in status (on page 600) icon - Click to display the Live Connect (page 384) window. Alt-click to display the Machine Summary (page 137) page. The machine status icon - Click to display the Machine Status (page 198) popup window. This window enables you to set up a permanent display of charts or tables of monitor set objects for a specific machine ID. Applies to monitor set objects onlynot alerts, system-checks or SNMP sets. The expand icon - Click to display all alarms assigned to a machine ID. The collapse icon - Click to display only the header description of each alarm assigned to a machine ID. The machine ID.group ID (page 604).

Monitor Sets
If a monitoring set is assigned to a machine ID, the following displays below the name of the monitor set: The triggered alarm or no-alarm status of the monitoring set. The expand icon - Click to display collection and threshold information. The Quick Status link or the quick chart icon - Click to display a Quick Status Monitor popup window. This window provides a quick chart of the monitor set object you click. Clicking a different quick chart icon within the same monitor set adds that monitor set object to the Quick Status Monitor window. Quick chart selections are not permanently saved between sessions. Use the Machine Status (page 198) icon to permanently save chart display selections. The monitoring log icon - Click to display the monitoring log (page 270) for this single alarm counter in a popup window. The live monitoring log icon popup window. The monitor set object name. - Click to display current, ongoing counter log information in a

Monitor For triggered alarms, the Alarm hyperlink displays. Click to display the Alarm Summary Window (page 194). The Alarm Summary Window is restricted to just Open alarms for the selected monitor set object and machine ID.

Alerts
If an alert is assigned to a machine ID, the following displays with each alert: The triggered alarm or no-alarm status of the alert. The alert type. For triggered alarms, the Alarm hyperlink displays. Click to display the Alarm Summary Window (page 194). The Alarm Summary Window is restricted to just Open alerts for the selected machine ID.

System Checks
If a system check is assigned to a machine ID, the following displays with each system check: The triggered alarm or no-alarm status of the system check. The system check type. For triggered alarms, the Alarm hyperlink displays. Click to display the Alarm Summary Window (page 194). The Alarm Summary Window is restricted to just Open system checks for the selected machine ID.

SNMP Devices
If a SNMP set is assigned to a SNMP device, the following displays with each SNMP set object: The device status icon - Click to set up a permanent display of charts or tables of monitor set objects for a specific SNMP device. Displays the Device Status (page 198) popup window. The IP address of the SNMP device. The name of the SNMP device. The name of the SNMP set assigned to the SNMP device. The following displays with each SNMP set: The triggered or no-alarm status of the SNMP set. The expand icon - Click to display collection and threshold information. The monitoring log icon - Click to display the SNMP log (page 287) for this single alarm counter in a popup window. The SNMP set object name. For triggered alarms, the Alarm hyperlink displays. Click to display the Alarm Summary Window (page 194). The Alarm Summary Window is restricted to just Open alarms for the selected SNMP set object and SNMP device.

Machine Status
Dashboard List > Monitor Set Status > Machine Status icon The Machine Status popup window selects and displays charts or tables for monitor set (page 605) objects. The setup is specific for each machine ID and can be saved permanently. Applies to monitor set objects only. Monitor sets must be assigned to a machine ID before using this window. Click the Setup... button to select monitoring objects to display and to set the chart or table format. Click the Save Position button to save the selection and format of monitoring objects on the Monitor Set Status popup window.

Device Status
Dashboard List > Monitor Set Status > Machine Status icon The Device Status popup window selects and displays charts or tables for SNMP devices (page 609). The

198

setup is specific for each SNMP device and can be saved permanently. Click the Setup... button to select monitoring objects to display and to set the chart or table format. Click the Save Position button to save the selection and format of monitoring objects on the Monitor Set Status popup window.

Monitor Status
Dashboard List > Monitor Status The Monitor Status dashlet displays a bar chart showing the number of alarms created for the selected time interval. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter. This dashlet can be customized using Monitor > Dashboard Settings (page 200).

Machines Online
Dashboard List > Machines Online The Machines Online chart shows the percentage of servers and workstations online. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter. This dashlet can be customized using Monitor > Dashboard Settings (page 200).

Top N - Monitor Alarm Chart

Dashboard List > Top N - Monitor Alarm Chart The Top N - Monitor Alarm Chart dashlet displays a bar chart showing which machines have the most alarms for the selected time interval. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter. The chart shows up to 10 machines. This dashlet can be customized using Monitor > Dashboard Settings (page 200).

KES Status
Dashboard List > KES Status The KES Status dashlet displays different views of the security status of machine IDs using Endpoint Security protection. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter. The three views of security status are: Machine Configuration Scan Details Profile Chart
Note: This dashlet does not display unless the Endpoint Security add-on module is installed for the VSA.

KES Threats
Dashboard List > KES Threats The KES Threats dashlet displays different views of the security threats reported for machine IDs using Endpoint Security protection. Applies to all machine IDs matching the dashlet's unique machine ID/group ID filter. The three views of security threats are: Most Recent Most Common Profile Chart
Note: This dashlet does not display unless the Endpoint Security add-on module is installed for the VSA.

Monitor

Dashboard Settings
Info Center > Settings Monitor > Dashboard Settings The Settings page enables you to customize controls for dashlets. Turn notification sounds on or off for all popup monitoring windows - Applies only to the Monitor Set Status (page 197) dashlet. The Chart Total Monitor Alarms and Chart Top N Monitor Alarms title and background colors are customizable. Each chart parameter is customizable, this includes the chart time interval and the number of machines referenced by the Chart Top N Monitor Alarms. The Customize machines online chart zone specifies two percentages to create three zones of machines online: The percentage of machines online, below which represents an alarm condition. The additional percentage of machines online, below which represents a warning condition. Show refresh time Custom Dashboard Skin - Select the border and titlebar style you want dashlets to display.

Alarm Summary
Monitor > Alarm Summary
Similar information is provided using Monitor > Dashboard Lists (page 191) and Info Center > Reports > Monitor.

The Alarm Summary page displays alarms (page 597) for all machine IDs that match the current machine ID / group ID filter (page 26). You can include additional filtering for listed alarms using fields in the Alarm Filters panel. You can also close alarms or re-open them and add notes to alarms.

Filtering Alarms
Select or enter values in one or more of the following Alarm Filter fields. The filtering takes effect as soon as you select or enter a value. Alarm ID - A specific alarm ID. Monitor Type - Counter, Process, Service, SNMP, Alert, System Check, Security or Log Monitoring. Alarm State - Open or Closed. You can only select the Open status for an alarm listed in a dashlet Alarm Summary Window. Alarm Type - Alarm or Trending. Alarm Text - Text contained in the alarm. Bracket text with asterisks, for example: *memory* Filter Alarm Count - The number of alarms displayed using the current filter criteria.

Closing Alarms
You can close alarm log records in one of two ways: Click the Open link in the State column of the Alarm Summary window. Or: 1. Set the Alarm State drop-down list to Closed. 2. Select one or more alarms listed in the paging area. 3. Click the Update button.

Deleting Alarms
1. Select one or more alarms listed in the paging area.

200

2. Click the Delete... button.

Adding Notes
1. Enter a note in the Notes field. 2. Select one or more alarms listed in the paging area. 3. Click the Update button.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Alarm ID
Lists a system-generated and unique ID for each alarm. The expand icon specific alarm information. can be clicked to display

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Each dashlet displays all machine groups and machine IDs matching the dashlet's unique machine ID/group ID filter.

Alarm Date
The date and time the alarm was created.

Type
The type of monitor object: Counter, Process, Service, SNMP, Alert, System Check, Security and Log Monitoring.

Ticket
If a ticket has been generated for an alarm a Ticket ID link displays. Clicking this link displays the ticket in the Ticketing > View Ticket (page 448) page. If no ticket has been generated for an alarm a New Ticket... link displays. Click this link to create a ticket for this alarm.

Monitor

Name
The name of the monitoring object.

Suspend Alarms
Monitor > Suspend Alarms The Suspend Alarms page suppresses alarms (page 597) for specified time periods, including recurring time periods. This allows upgrade and maintenance activity to take place without generating alarms. When alarms are suspended for a machine ID, the agent still collects data, but does not generate corresponding alarms. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26).

Clear All
Clears all time periods scheduled for suspending alarms for all selected machine IDs.

Add / Replace
Click Add to add a schedule time period when alarms will be suspended for selected machine IDs. Click Replace to remove suspend alarm time periods currently assigned to selected machine IDs and assign them a new single time period to suspend alarms.

Schedule
Click Schedule to schedule this task on selected machine IDs using the schedule options previously selected.

Date/Time
Enter the year, month, day, hour, and minute to schedule this task.

Cancel
Clears a time period matching the date/time parameters for suspending alarms on selected machine IDs.

Run recurring
Check the box to make this task a recurring task. Enter the number of periods to wait before running this task again.

Suspend alarms
Select the duration of time during which alarms will be suspended.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. 202

Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Next Suspend
Lists the start times when machine ID alarms are scheduled to be suspended.

Duration
Lists the duration of the time periods alarms are scheduled to be suspended.

Recur
If recurring, displays the interval to wait before running the task again.

Live Counter
Monitor > Live Counter The Live Counter page displays live performance counter (page 608) data for a selected machine ID. Only machines IDs assigned one or more monitor sets using Assign Monitoring (page 264) are listed on this page. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26). Each specific Live Counter displays in a new window. Each window displays a bar chart with 75 data points containing the value of the counter object for the Refresh Rate specified. The chart refresh rate can be set between 3 and 60 seconds. The new data displays on the far right of the chart and the data moves from right to left as it ages. Each bar within the chart displays in a specific color, which is determined by the alarm and warning thresholds of the monitor set counter object. Red - if alarming Yellow - if within warning threshold Green - if not alarming or not in warning threshold

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Monitor

(Machine.Group ID)
Lists the Machine.Group IDs (page 604) currently matching the Machine ID / Group ID filter (page 26) and that has been assigned one or more monitor sets. Click a machine ID to select a monitor set, refresh rate and one or more counters.

Select Monitor Set

Select a monitor set.

Refresh Rate
Enter a value from 3 to 60. This is the interval Live Counter uses to gather data.

Select Counter
Lists the counters included in a selected monitor set. Click a counter link to display a Live Counter window for that counter.

Monitor Lists
Monitor > Monitor Lists The Monitor Lists page maintains the complete list of all objects, services and processes loaded on the KServer that are used to create Monitor Sets (page 207) and SNMP Sets (page 214). The Monitor List page also maintains user-defined group alarms (page 602).
Note: The Counter Objects, Counters, Instances and Services lists can be initially populated by using the Update Lists by Scan (page 206) page. Additionally these lists, as well as Services and Processes, can be populated with the import of a Monitor Set (page 207). MIB OIDs can be populated by using the Add SNMP Object (page 220) page or by the import of a SNMP Set (page 214).

Counter Objects
This tab lists counter objects you can include in a Monitor Set (page 207). Monitor Set uses the PerfMon combination of object/counter/instance (page 608) to collect counter information.
Note: Counter Objects are the primary reference. The user needs to add a record of the counter object first, before adding records of the corresponding counters or instances.

Counters
This tab lists counters you can include in a Monitor Set (page 207). Monitor Set uses the PerfMon combination of object/counter/instance to collect counter information.

Counter Instances
This tab lists counter instances you can include in a Monitor Set (page 207). Monitor Set uses the PerfMon combination of object/counter/instance to collect counter information.
Note: Windows PerfMon requires that a counter object have at least one counter, but does not require an instance be available.

204

Services
This tab lists Windows services you can include in a Monitor Set (page 207) to monitor the activity of Windows Services. This list can also be populated with the execution of the Update Lists By Scan (page 206) page or the import of a Monitor Set (page 207).

Processes
This tab lists Windows processes you can include in a Monitor Set (page 207) to to monitor the transition of a process to or from a running state. A process is equivalent to an application. The processes list is not populated via the Update Lists by Scan (page 206) feature. This list can be populated by the import of a Monitor Set (page 207).

CMIB OIDs
This tab lists SNMP MIB objects you can include in SNMP Sets (page 214). SNMP sets monitor the activity of SNMP devices. This list can be populated with the import of a SNMP Set (page 214) or the execution of the Add SNMP Object (page 220) page. MIB objects are references to values that can be monitored on SNMP devices. Example: the MIB object sysUptime returns how much time has passed since the device was powered-up.

SNMP Devices
This tab defines broad categories of SNMP devices called Set SNMP Types (page 290). This enables the convenient assignment of SNMP sets to multiple SNMP devices, based on their SNMP type. Assignment can be either automatic or manual. See SNMP Services below for more information.

SNMP Services
This tab associates a sysServicesNumber with a SNMP type. A SNMP type is associated with a SNMP set using the Automatic Deployment to drop-down list in Monitor > SNMP Sets > Define SNMP Set (page 216). During a LAN Watch (page 275) SNMP devices are automatically assigned to be monitored by SNMP sets if the SNMP device returns a sysServicesNumber associated with a SNMP type used by those SNMP sets. This table comes with pre-defined SNMP types and sysServicesNumbers for basic devices. System updates and updates provided by customers themselves can update this table.

Group Alarm Column Names

This tab maintains user defined Group Alarm Column Names. Pre-defined group alarm (page 602) column names do not display here. Use Monitor Sets (page 207) and Define Monitor Sets (page 209) to assign a monitor set to any group alarm column name. Group alarms are displayed using the Dashboard List (page 191) page.

Page Select
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit Icon
Click the edit icon to edit the text of a list item.

Delete Icon
Click the delete icon to delete a list item.

Monitor

Update Lists By Scan

Monitor > Update Lists By Scan The Update Lists by Scan page scans one or more machine IDs and returns lists of counter objects, counters, instances and services to select from when creating or editing a monitor set. Lists display in the Monitor > Monitor Lists (page 204) page. Typically only a handful of machines of each operating system type need to be scanned to provide a set of comprehensive lists. Update Lists by Scan also updates the list of event types available for monitoring using Monitoring > Event Log Alerts (page 254). You can see the list of event types available by displaying the Agent > Event Log Settings (page 37) page.

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

206

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Last Scan
This timestamp shows when the last scan occurred. When this date changes, new scan data is available to view.

Next Scan
This timestamp shows the next scheduled scan. Overdue date/time stamps display as red text with yellow highlight. A green checkmark indicates the scan is recurring.

Monitor Sets
Monitor > Monitor Sets The Monitor Sets page adds, imports or modifies monitor sets. Sample monitor sets are provided. A monitor set is a set of counter objects, counters, counter instances, services and processes used to monitor the performances of machines. Typically, a threshold is assigned to each object/instance/counter (page 608), service, or process in a monitor set. Alarms can be set to trigger if any of the thresholds in the monitor set are exceeded. A monitor set should be used as a logical set of things to monitor. A logical grouping, for example, could be to monitor all counters and services integral to running an Exchange Server. You can assign a monitor set to any machine that has an operating system of Windows 2000 or newer. The general procedure for working with monitor sets is as follows: 1. Update monitor set counter objects, instances and counters by source machine ID using Monitor > Update Lists by Scan (page 206).
Note: You must run Update Lists by Scan (page 206) for each machine ID you assign a monitor set, to ensure a complete list of monitoring definitions exists on the VSA to monitor that machine.

2. Optionally update monitor set counter objects, instances and counters manually and review them using Monitor Lists (page 204). 3. Create and maintain monitor sets using Monitor > Monitor Sets (page 207). 4. Assign monitor sets to machine IDs using Monitor > Assign Monitoring (page 264). 5. Optionally customize standard monitor sets as individualized monitor sets. 6. Optionally customize standard monitor sets using Auto Learn. 7. Review monitor set results using: Monitor > Monitor Log (page 270) Monitor > Live Counter (page 203) Monitor > Dashboard > Network Status (page 196) Monitor > Dashboard > Group Alarm Status (page 196) Monitor > Dashboard > Monitoring Set Status (page 197) Info Center > Reports > Monitor > Monitor Set Report Info Center > Reports > Monitor > Monitor Action Log

Sample Monitor Sets

The VSA provides a growing list of sample monitor sets. The names of sample monitor sets begin with ZC. You can modify sample monitor sets, but its better practice to copy a sample monitor set and

Monitor customize the copy. Sample monitor sets are subject to being overwritten every time the sample sets are updated during a maintenance cycle.

Monitoring using Macintosh OSX

Macintosh OSX supports process monitoring only. See System Requirements.

Folder Trees
Monitor sets are organized using two folder trees in the middle pane, underneath Private and Shared cabinets. Use the following options to manage objects in these folder trees:

Always Available
Folder Properties - Display the name, description, and owner of a folder, and your access rights to the a folder. (Apply Filter) - Enter text in the filter edit box, then click the funnel icon to apply filtering to the folder trees. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the folder trees.

When a Folder is Selected

Share Folder - Shares a folder with user roles and individual users. Applies to shared cabinet folders only.
Note: See guidelines for share rights to objects within folder trees in the Folder Rights (page 119) topic.

Add Folder - Creates a new folder underneath the selected cabinet or folder. Delete Folder - Deletes a selected folder. Rename Folder - Renames a selected folder. New Monitor Set - Opens the Define Monitor Set (page 209) window to create a new monitor set in the selected folder of the folder tree. Import Monitor Set - Imports a monitor set. Take Ownership - Takes ownership (page 119) of a folder you do not own. This option only displays for master role users (page 612).

When a Monitor Set is Selected

Copy Monitor Set - Copies the selected monitor set. Export Monitor Set - Exports the selected procedure. Delete Monitor Set - Deletes the selected procedure.

Creating Monitor Sets

1. 2. 3. 4. 5. Select a folder in the middle pane. Click the New Monitor Set button. Enter a name. Enter a description. Select a group alarm (page 602) category from the Group Alarm Column Name drop-down list. User defined group alarm column names are maintained using the Monitor Lists (page 204) page. Group alarms display on the Dashboard List (page 191) page. 6. Click Save. The Define Monitor Sets (page 209) window displays.

208

Note: Sample monitor sets do not display in the Assign Monitoring (page 264) > Select Monitor Set drop-down list. Create a copy of a sample monitor set by selecting the sample set in Monitor Sets (page 207) and clicking the Save As button. Your copy of the sample monitor set will display in the drop-down list. In a SaaS (page 611)-based VSA, Save and Save As buttons are available. You can make changes to the sample set and use it immediately, because it does not get refreshed.

Define Monitor Sets

Monitor > Monitor Sets
Select a monitor set in a folder.

The Define Monitor Sets window maintains a set of counter objects, counters, counter instances, services and processes included in a monitor set. This collection is drawn from a "master list" maintained using Monitor Lists (page 204). Sample monitor sets are provided.

Monitor Sets
A monitor set is a set of counter objects, counters, counter instances, services and processes used to monitor the performances of machines. Typically, a threshold is assigned to each object/instance/counter (page 608), service, or process in a monitor set. Alarms can be set to trigger if any of the thresholds in the monitor set are exceeded. A monitor set should be used as a logical set of things to monitor. A logical grouping, for example, could be to monitor all counters and services integral to running an Exchange Server. You can assign a monitor set to any machine that has an operating system of Windows 2000 or newer. The general procedure for working with monitor sets is as follows: 1. Update monitor set counter objects, instances and counters by source machine ID using Monitor > Update Lists by Scan (page 206).
Note: You must run Update Lists by Scan (page 206) for each machine ID you assign a monitor set, to ensure a complete list of monitoring definitions exists on the VSA to monitor that machine.

2. Optionally update monitor set counter objects, instances and counters manually and review them using Monitor Lists (page 204). 3. Create and maintain monitor sets using Monitor > Monitor Sets (page 207). 4. Assign monitor sets to machine IDs using Monitor > Assign Monitoring (page 264). 5. Optionally customize standard monitor sets as individualized monitor sets. 6. Optionally customize standard monitor sets using Auto Learn. 7. Review monitor set results using: Monitor > Monitor Log (page 270) Monitor > Live Counter (page 203) Monitor > Dashboard > Network Status (page 196) Monitor > Dashboard > Group Alarm Status (page 196) Monitor > Dashboard > Monitoring Set Status (page 197) Info Center > Reports > Monitor > Monitor Set Report Info Center > Reports > Monitor > Monitor Action Log Click the following tabs to define monitor set details. Counter Thresholds (page 210) Services Check (page 212) Process Status (page 213) Monitor Icons (page 214)

Monitor

Monitor Set Name

Enter a descriptive name for the monitor set that helps you identify it in monitor set lists.

Monitor Set Description

Describe the monitor set in more detail. The rationale for the creation of the set is meaningful here; the reason for the creation of the set is sometimes lost over time.

Group Alarm Column Name

Assign this monitor set to a Group Alarm Column Name. If a monitor set alarm is triggered, the group alarm (page 602) it belongs to is triggered as well. Group alarms display in the Group Alarm Status (page 196) pane of the Monitor > Dashboard List page.

Enable Counter Matching

Applies to services, counters and processes as follows: Services - If checked, no alarms are created if a service specified in the monitor set does not exist on an assigned machine. If unchecked, creates a "does not exist" alarm. Counters - If checked, no alarms are created if a counter specified in the monitor set does not exist on an assigned machine. If unchecked, the counter displays on the Monitor Log (page 270) page with a Last Value of Not Responding. No alarm is created. Processes - Does not apply to processes. Checked or unchecked, no alarms are created if a process specified in the monitor set does not exist on an assigned machine.
Note: This change does not take effect on machines already assigned the monitor set until the monitor set is reassigned. Run Update Lists By Scan (page 206) on machines to automatically reassign monitor sets on those machines.

Save
Saves changes to a record.

Save As
Saves a record using a new name.

Export Monitor Set...

Click the Export Monitor Set... link to display the procedure in XML format in the Export Monitor Sets popup window. You can copy it to the clipboard or download it to a text file.

Counter Thresholds
Monitor > Monitor Sets
Select a monitor set in a folder, then Counter Thresholds

The Counter Thresholds tab defines alarm conditions for all performance objects/instances/counters associated with a monitor set. These are the same performance objects, instances and counters displayed when you run PerfMon.exe on a Windows machine.

Performance Objects, Instances and Counters

When setting up counter thresholds in monitor sets (page 605), it's helpful to keep in mind exactly how both Windows and the VSA identify the components you can monitor: Performance Object - A logical collection of counters that is associated with a resource or service that can be monitored. For example: processors, memory, physical disks, servers each have their own sets of predefined counters. 210

 Performance Object Instance - A term used to distinguish between multiple performance objects of the same type on a computer. For example: multiple processors or multiple physical disks. The VSA lets you skip this field if there is only one instance of an object. Performance Counter - A data item that is associated with a performance object, and if necessary, the instance. Each selected counter presents a value corresponding to a particular aspect of the performance that is defined for the performance object and instance.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit icon
Click the edit icon next to row to edit the row.

Delete Icon
Click the delete icon to delete this record.

Add / Edit
Click Add or the edit icon to use a wizard that leads you through the six steps required to add or edit a performance counter. 1. Select a Object, Counter and, if necessary, an Instance using their respective drop-down lists. If only one instance of a performance object exists, the Instance field can usually be skipped. The drop-down lists used to select performance objects, counters, and instances are based on the "master list" maintained using the Monitor Lists (page 204) page. If an object/instance/counter does not display in its respective drop-down list, you can add it manually using Add Object, Add Counter, and Add Instance. You can also update the "master list" of all objects, instances and counters by scanning specific machine IDs using Update Lists By Scan (page 206). Once the update is completed, the drop lists should be populated with the options you require. When multiple instances exist, you often have the option of using an instance called _Total. The _Total instance means you want to monitor the combined value of all the other instances of a performance object as a single counter. The _Total can be used as a kind of "wildcard instance". Without the _Total instance you would have to specify each instance by its exact name, which makes applying the same monitor set to multiple machines difficult. The true benefit of the _Total instance is determining if there are any performance issues for any instance of this object at all. Once you know that you can investigate the specific cause. When multiple instances exist, you sometimes have the option of using an instance called *ALL. The *ALL instance means you want to monitor all instances for the same performance object using individual counters. 2. Optionally change the default counter object Name and Description. 3. Select the log data collected. If the returned value is numeric, you can minimize unwanted log data by setting a collection operator just over or just under the collection threshold. Collection Operator - For character string return values, the options are Changed, Equal or NotEqual. For numeric return values, the options are Equal, NotEqual, Over, or Under. Collection Threshold - Set a fixed value that the returned value is compared to, using the selected Collection Operator, to determine what log data is collected. Sample Interval - Defines how frequently the data is sent by the agent to the KServer. 4. Specify when an alarm condition is encountered.

Monitor Alarm Operator - For character string return values, the options are Changed, Equal or NotEqual. For numeric return values, the options are Equal, NotEqual, Over or Under. Alarm Threshold - Set a fixed value that the returned value is compared to, using the selected Alarm Operator, to determine when an alarm condition is encountered. Duration - Specify the time the returned values must continuously exceed the alarm threshold to generate the alarm condition. Many alarm conditions are only alarming if the level is sustained over a long period of time. Ignore additional alarms for - Suppress additional alarm conditions for this same issue for this time period. This reduces the confusion of many alarm conditions for the same issue. 5. Warn when within X% of alarm threshold - Optionally display a warning alarm condition when the returned value is within a specified percentage of the Alarm Threshold. The default warning icon is a yellow traffic light icon . See Monitor Icons (page 214). 6. Optionally activate a trending alarm. Trending alarms use historical data to predict when the next alarm condition will occur. Trending Activated? - If yes, a linear regression trendline is calculated based on the last 2500 data points logged. Trending Window - The time period used to extend the calculated trendline into the future. If the predicted trendline exceeds the alarm threshold within the future time period specified, a trending alarm condition is generated. Typically a trending window should be set to the amount of time you need to prepare for an alarm condition, if it occurs. Example: a user may want 10 days notice before a hard drive reaches the alarm condition, to accommodate ordering, shipping and installing a larger hard drive. Ignore additional trending alarms for - Suppress additional trending alarm conditions for this same issue for this time period. By default, trending alarms display as an orange icon . You can change this icon using the Monitor Icons (page 214) tab. Warning status alarm conditions and trending status alarm conditions don't create alarm entries in the alarm log, but they change the image of the alarm icon in various display windows. You can generate a trending alarm report using Reports > Monitor.

Next
Moves to the next wizard page.

Previous
Moves back to the previous wizard page.

Save
Saves changes to a record.

Cancel
Ignores changes and returns to the list of records.

Services Check
Monitor > Monitor Sets
Select a monitor set in a folder, then Services Check

The Services Check tab defines alarms conditions for a service if the service on a machine ID has stopped, and optionally attempts to restart the stopped service. The service must be set to automatic to be restarted by a monitor set.

212

Select Pages
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit icon
Click the edit icon next to row to edit the row.

Delete Icon
Click the delete icon to delete this record.

Add / Edit
Click Add or the edit icon to maintain a Services Check record. 1. Service - Selects the service to be monitored from the drop-down list. The drop-down list is based on the "master list" maintained using the Monitor Lists (page 204) page. If a service does not display in the drop-down list, you can add it manually using Add Service. You can also update the "master list" by scanning specific machine IDs using Update Lists By Scan (page 206). Select the *ALL selection to monitor all services on a monitored machine. 2. Description - Describes the service and the reason for monitoring. 3. Restart Attempts - The number of times the system should attempt to restart the service. 4. Restart Interval - The time period to wait between restart attempts. Certain services need more time. 5. Ignore additional alarms for - Suppresses additional alarm conditions for the specified time period.

Save
Saves changes to a record.

Cancel
Ignores changes and returns to the list of records.

Process Status
Monitor > Monitor Sets
Select a monitor set in a folder, then Process Status

The Process Status tab defines alarm conditions based on whether a process has started or stopped on a machine ID.

Select Pages
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit icon
Click the edit icon next to row to edit the row.

Delete Icon
Click the delete icon to delete this record.

Monitor

Add / Edit
Click Add or the edit icon to maintain a Process Status record. 1. Process - Selects the process to be monitored from the drop-down list. The drop-down list is based on the "master list" maintained using the Monitor Lists (page 204) page. If a process does not display in the drop-down list, you can add it manually using Add Process. You can also update the "master list" by scanning specific machine IDs using Update Lists By Scan (page 206). 2. Description - Describes the process and the reason for monitoring. 3. Alarm on Transition - Triggers an alarm condition when a process (application) is started or stopped. 4. Ignore additional alarms for - Suppresses additional alarm conditions for the specified time period.

Save
Saves changes to a record.

Cancel
Ignores changes and returns to the list of records.

Monitor Icons
Monitor > Monitor Sets
Select a monitor set in a folder, then Monitor Icons

The Monitor Icons tab selects the monitor icons that display in the Monitor Log (page 270) page when various alarm states occur. Select Image for OK Status - The default icon is a green traffic light . Select the Image for Alarm Status - The default icon is a red traffic light . Select Image for Warning Status - The default icon is a yellow traffic light . Select the Image for Trending Status - The default icon is a orange traffic light . Select the Image for Not Deployed Status - The default icon is a grey traffic light .

Save
Saves changes to a record.

Upload additional monitoring icons

Select the Upload additional monitoring icons link to upload your own icons to the status icon drop-down lists.

Restore
Sets all monitor icons back to their defaults.

SNMP Sets
Monitor > SNMP Sets SNMP Sets adds, imports or modifies a SNMP set. A SNMP set is a set of MIB objects used to monitor the performance of SNMP enabled network devices (page 609). The SNMP protocol is used because an agent cannot be installed on the device. You can assign alarm thresholds to any performance object in a SNMP set. If you apply the SNMP set to a device, you can be notified if the alarm threshold is exceeded. The following methods can be used to configure and assign SNMP sets to machine IDs.

214

 SNMP quick sets - Creates and assigns a device-specific SNMP set based on the objects discovered on that device during a LAN Watch. SNMP quick sets (page 609) are the easiest method of implementing SNMP monitoring on a device. SNMP standard sets - These are usually generic SNMP sets that are maintained and applied to multiple devices. A quick set, once created, can be maintained as a standard set. SNMP individualized sets - This is a standard SNMP set that is applied to an individual device and then customized manually. SNMP auto learn - This is a standard SNMP set that is applied to an individual device and then adjusted automatically using auto learn. SNMP types - This is a method of assigning standard SNMP sets to devices automatically, based on the SNMP type (page 610) determined during a LAN Watch. Typically the following procedure is used to configure and apply SNMP sets to devices. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). This can include quick, standard, individualized or auto learn SNMP sets. 3. Display SNMP alarms using Monitor > SNMP Log (page 287) or Dashboard List (page 191). The following additional SNMP functions are available and can be used in any order. Optionally review the list of all imported SNMP objects using Monitor > Monitor Lists (page 204). Optionally maintain SNMP sets using Monitor > SNMP Sets (page 214). Optionally add an SNMP object using Monitor > Add SNMP Object (page 220). Optionally assign a SNMP type to an SNMP device manually using Monitor > Set SNMP Type (page 290). Optionally write values to SNMP devices using Monitor > Set SNMP Values (page 289).
Note: Certain command line functions from the Net-SNMP suite of applications are used to implement SNMP v1 and SNMP v2c retrieval of information from SNMP capable devices in accordance with all pertinent copyright requirements.

Monitoring using Macintosh OSX

Macintosh OSX supports SNMP monitoring. See System Requirements.

Folder Trees
SNMP sets are organized using two folder trees in the middle pane, underneath Private and Shared cabinets. Use the following options to manage objects in these folder trees:

Always Available
Folder Properties - Display the name, description, and owner of a folder, and your access rights to the a folder. (Apply Filter) - Enter text in the filter edit box, then click the funnel icon to apply filtering to the folder trees. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the folder trees.

When a Folder is Selected

Share Folder - Shares a folder with user roles and individual users. Applies to shared cabinet folders only.
Note: See guidelines for share rights to objects within folder trees in the Folder Rights (page 119) topic.

Add Folder - Creates a new folder underneath the selected cabinet or folder. Delete Folder - Deletes a selected folder. Rename Folder - Renames a selected folder.

Monitor New SNMP Set - Opens the Define SNMP Set (page 216) window to create a new monitor set in the selected folder of the folder tree. Import SNMP Set - Imports a monitor set. Take Ownership - Takes ownership (page 119) of a folder you do not own. This option only displays for master role users (page 612).

When a Monitor Set is Selected

Delete Monitor Set - Deletes the selected procedure.

Creating SNMP Sets

1. 2. 3. 4. 5. Select a folder in the middle pane. Click the New SNMP Set button. Enter a name. Enter a description. Select an SNMP type (page 290) from the Automatic deployment to drop-down list. If a LAN Watch detects this type of SNMP device the system automatically begins monitoring the SNMP device using this SNMP set. 6. Select a group alarm (page 602) category from the Group Alarm Column Name drop-down list. User defined group alarm column names are maintained using the Monitor Lists (page 204) page. Group alarms display on the Dashboard List (page 191) page. 7. Click Save. The Define SNMP Set (page 216) window displays.
Note: Sample SNMP sets do not display in the Assign SNMP (page 279) > Select SNMP Set drop-down list. Create a copy of a sample SNMP set by selecting the sample set in SNMP Sets (page 214) and clicking the Save As button. Your copy of the sample SNMP set will display in the drop-down list. In a SaaS (page 611)-based VSA, Save and Save As buttons are available. You can make changes to the sample set and use it immediately, because it does not get refreshed.

Define SNMP Set

Monitor > SNMP Sets
Select a SNMP set in a folder.

The Define SNMP Set page maintains a collection of MIB objects included in a SNMP set. A SNMP set is a set of MIB objects used to monitor the performance of SNMP enabled network devices (page 609). The SNMP protocol is used because an agent cannot be installed on the device. You can assign alarm thresholds to any performance object in a SNMP set. If you apply the SNMP set to a device, you can be notified if the alarm threshold is exceeded. The following methods can be used to configure and assign SNMP sets to machine IDs. SNMP quick sets - Creates and assigns a device-specific SNMP set based on the objects discovered on that device during a LAN Watch. SNMP quick sets (page 609) are the easiest method of implementing SNMP monitoring on a device. SNMP standard sets - These are usually generic SNMP sets that are maintained and applied to multiple devices. A quick set, once created, can be maintained as a standard set. SNMP individualized sets - This is a standard SNMP set that is applied to an individual device and then customized manually. SNMP auto learn - This is a standard SNMP set that is applied to an individual device and then adjusted automatically using auto learn. SNMP types - This is a method of assigning standard SNMP sets to devices automatically, based on the SNMP type (page 610) determined during a LAN Watch. Typically the following procedure is used to configure and apply SNMP sets to devices.

216

1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). This can include quick, standard, individualized or auto learn SNMP sets. 3. Display SNMP alarms using Monitor > SNMP Log (page 287) or Dashboard List (page 191). The following additional SNMP functions are available and can be used in any order. Optionally review the list of all imported SNMP objects using Monitor > Monitor Lists (page 204). Optionally maintain SNMP sets using Monitor > SNMP Sets (page 214). Optionally add an SNMP object using Monitor > Add SNMP Object (page 220). Optionally assign a SNMP type to an SNMP device manually using Monitor > Set SNMP Type (page 290). Optionally write values to SNMP devices using Monitor > Set SNMP Values (page 289).
Note: Certain command line functions from the Net-SNMP suite of applications are used to implement SNMP v1 and SNMP v2c retrieval of information from SNMP capable devices in accordance with all pertinent copyright requirements.

Click the following tabs to define SNMP set details. SNMP Sets (page 218) SNMP Icons (page 221)

SNMP Monitor Set Name

Enter a descriptive name for the SNMP set that helps you identify it in SNMP set lists.

SNMP Monitor Set Description

Describe the SNMP set in more detail. The rationale for the creation of the set is meaningful here; the reason for the creation of the set is sometimes lost over time.

Automatic Deployment to
Selecting a type automatically assigns a newly discovered SNMP device to a Set SNMP Type (page 290) when performing a LAN Watch (page 275) function.

Group Alarm Column Name

Assign this SNMP set to a Group Alarm Column Name. If a SNMP set alarm is triggered, the group alarm it belongs to is triggered as well. Group alarms display in the Group Alarm Status pane of the Dashboard List (page 191) page.

Save
Saves changes to a record.

Save As
Saves a record using a new name.

Export SNMP Set...

Click the Export SNMP Set... link to display the procedure in XML format in the Export Monitor Sets popup window. You can copy it to the clipboard or download it to a text file. SNMP sets can be imported using the SNMP Sets (page 214) page.

Monitor

SNMP Set Details

Monitor > Define SNMP Set
Select a SNMP set in a folder, then SNMP Sets

The SNMP Sets tab enables you to maintain all MIB objects associated with a SNMP set.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit icon
Click the edit icon next to row to edit the row.

Delete Icon
Click the delete icon to delete this record.

Add / Edit
Click Add or the edit icon to use a wizard that leads you through the six steps required to add or edit the monitoring of a MIB object. 1. Add the object/version/instance combination required to retrieve information from a SNMP device. MIB Object - Select the MIB object (page 609). Click Add Object (page 220) to add a MIB object that currently does not exist on the Monitor Lists (page 204) page. SNMP Version - Select a SNMP version. Version 1 is supported by all devices and is the default. Version 2c defines more attributes and encrypts the packets to and from the SNMP agent. Only select version 2c if you know the device supports version 2c. SNMP Instance - The last number of an object ID may be expressed as a table of values instead of as a single value. If the instance is a single value, enter 0. If the instance is a table of values, enter a range of numbers, such as 1-5,6 or 1,3,7.
Note: If you're not sure what numbers are valid for a particular SNMP instance, select a machine ID that has performed a LAN Watch using Monitoring > Assign SNMP (page 279). Click the SNMP Info hyperlink for the device you're interested in. This displays all MIB object IDs and the SNMP instances available for the device.

Value Returned as - If the MIB object returns a numeric value, you can choose to return this value as a Total or a Rate Per Second. 2. Optionally change the default MIB object Name and Description. 3. Select the log data collected. If the returned value is numeric, you can minimize the collection of unwanted log data by setting a collection operator just over or just under the collection threshold. Collection Operator - For character string return values, the options are Changed, Equal or NotEqual. For numeric return values, the options are Equal, NotEqual, Over or Under. Collection Threshold - Set a fixed value that the returned value is compare to, using the selected Collection Operator, to determine what log data is collected. SNMP Timeout - Specify the number of periods the agent waits for a reply from the SNMP device before giving up. Two seconds is the default. 4. Specify when a SNMP alarm condition is triggered. 218

 Alarm Operator - For character string return values, the options are Changed, Equal or NotEqual. For numeric return values, the options are Equal, NotEqual, Over, Under or Percent Of. Alarm Threshold - Set a fixed value that the returned value is compared to, using the selected Alarm Operator, to determine when an alarm condition is triggered. Percent Object - Selecting the Percent Of option for Alarm Operator causes this field to display. Enter another object/version/instance in this field whose value can serve as a 100% benchmark for comparison purposes. Duration - Specify the time the returned values must continuously exceed the alarm threshold to generate the alarm condition. Many alarm conditions are only alarming if the level is sustained over a long period of time. Ignore additional alarms for - Suppress additional alarm conditions for this same issue for this time period. This reduces the confusion of many alarm conditions for the same issue. 5. Warn when within X% of alarm threshold - Optionally display a warning alarm condition in the Dashboard List (page 191) page when the returned value is within a specified percentage of the Alarm Threshold. The default warning icon is a yellow traffic light icon . See SNMP Icons (page 221). 6. Optionally activate a trending alarm. Trending alarms use historical data to predict when the next alarm condition will occur. Trending Activated? - If yes, a linear regression trendline is calculated based on the last 2500 data points logged. Trending Window - The time period used to extend the calculated trendline into the future. If the predicted trendline exceeds the alarm threshold within the future time period specified, a trending alarm condition is generated. Typically a trending window should be set to the amount of time you need to prepare for an alarm condition, if it occurs. Ignore additional trending alarms for - Suppresses additional trending alarm conditions for this same issue during this time period. By default, trending alarms display as an orange icon in the Dashboard List (page 191) page. You can change this icon using the SNMP Icons (page 221) tab. Warning status alarms and trending status alarms don't create alarm entries in the alarm log, but they change the image of the alarm icon in various display windows. You can generate a trending alarm report using Reports > Monitor.

Next
Moves to the next wizard page.

Previous
Moves back to the previous wizard page.

Save
Saves changes to a record.

Cancel
Ignores changes and returns to the list of records.

Monitor

Add SNMP Object

Monitor > Add SNMP Object Monitor > Define SNMP Set
Select a SNMP set in a folder, then SNMP Sets > Add Object

When you select objects to include in an SNMP set you're given the opportunity of adding a new SNMP object. This should not be necessary for the most part, because a LAN Watch (page 275) retrieves the objects you typically require. But if you do need to add an SNMP object from a MIB file manually you can do so using Monitor > Add SNMP Object (page 220) or by clicking the Add Object... button while configuring an SNMP set. The SNMP MIB Tree page loads a Management Information Base (MIB) file and displays it as an expandable tree of MIB objects. All MIB objects (page 609) are classified by their location on the MIB tree. Once loaded you can select the MIB objects you want to install on your VSA. SNMP device manufacturers typically provide MIB files on their websites for the devices they manufacture.
Note: You can review the complete list of MIB objects already installed, by selecting the MIB OIDs tab in Monitoring > Monitor Lists (page 204). This is the list of MIB objects you currently can include in an SNMP set.

If a vendor has supplied you with a MIB file, you can follow these steps: 1. Load the vendor's MIB file by clicking Load MIB .... There may be a message stating there are dependent files that need to be loaded first. The vendor may need to provide those also. 2. Click the expand icons in the MIB treesee the sample graphic belowand find the desired items to monitor. Select each corresponding check box. 3. Click Add MIB Objects to move the selected items from Step 2 into the MIB object list. 4. Configure the settings for monitoring the new SNMP object within an SNMP set as you normally would. 5. The number of MIB objects in the tree can soon become unwieldy. Once the desired MIB objects have been added, the MIB file can be removed.

Load MIB
Click Load MIB... to browse for and upload a MIB file. When a MIB object is added, if the system does not already have the following standard MIB II filesrequired by most MIBsit loads them automatically: snmp-tc, snmp-smi, snmp-conf, rfc1213, rfc1759. Once these files are loaded, the MIB tree located at the bottom of the Add SNMP Object page can be opened and navigated to find the new objects that the user can select. Most private vendor MIBs are installed under the Private folder. See the sample graphic below.
Note:The MIB file can be loaded and removed at any time and does not affect any MIB objects that are used in SNMP sets.

220

MIB Tree
The MIB tree represents all MIB file objects that are currently loaded for the user to select from.

Add MIB Objects

Click Add MIB Objects to add selected objects to the VSA's list of MIB objects that can be monitored using Define SNMP Set (page 216).

Remove MIB
After selections have been made the MIB file can be removed. The size of the MIB tree can become so large that it is hard to navigate. Click Remove MIB to clean that process up.

SNMP Icons
Monitor > SNMP Sets
Select a SNMP set in a folder, then SNMP Icons

The SNMP Icons tab selects the SNMP icons that display in the Dashboard LIst (page 191) page when the following alarm states occur: Select Image for OK Status - The default icon is a green traffic light . Select the Image for Alarm Status - The default icon is a red traffic light . Select Image for Warning Status - The default icon is a yellow traffic light . Select the Image for Trending Status - The default icon is a orange traffic light . Select the Image for Not Deployed Status - The default icon is a grey traffic light .

Save
Saves changes to a record.

Upload additional monitoring icons

Select the Upload additional monitoring icons link to upload your own icons to the status icon drop-down lists.

Restore
Sets all SNMP icons back to their defaults.

Monitor

Alerts
Monitor > Alerts The Alerts page enables you to quickly define alerts for typical alarm conditions (page 597) found in an IT environment. For example, low disk space is frequently a problem on managed machines. Selecting the Low Disk type of alarm displays a single additional field that lets you define the % free space threshold. Once defined, you can apply this alarm immediately to any machine ID displayed on the Alerts page and specify the response to the alarm.
Note: Monitor Sets (page 605) represent a more complex method for monitoring alarm conditions. Typical alarm conditions should be defined using the Alerts page.

Select Alert Function

Select an alert type using the Select Alert Function drop-down list. Summary (page 223) Agent Status (page 225) Application Changes (page 228) Get Files (page 230) Hardware Changes (page 232) Low Disk (page 235) LAN Watch (page 237) Agent Procedure Failure (page 239) Protection Violation (page 241) New Agent Installed (page 244) Patch Alert (page 245) Backup Alert (page 249) System (page 252)

Group Alarms
Alert, system check, and log monitoring alarms are automatically assigned to a group alarm category. If an alarm is triggered, the group alarm it belongs to is triggered as well. The group alarm categories for monitor sets and SNMP sets are manually assigned when the sets are defined. Group alarms display in the Group Alarm Status (page 196) dashlet of the Monitor > Dashboard List page. You can create new groups using the Group Alarm Column Names tab in Monitor > Monitor Lists (page 204). Group alarm column names are assigned to monitor sets using Define Monitor Set (page 209).

Machine Summary Alerts Tab

The Alerts tab in the Machine Summary page provides, in summary fashion, all the alerts defined for a machine ID. You can use this tab to quickly review, enable, or disable all the alerts applied to a single machine. Typically you display this page by alt-clicking the check-in status iconfor example, the iconnext to any machine ID.

Reviewing Alarm Conditions with or without Creating Alarms

A user can assign monitor sets, SNMP sets, alerts, system checks or log monitoring to machine IDs without checking the Create Alarm checkbox and a Monitor Action Log entry will still be created. These logs enable a VSA user to review alarm conditions that have occurred with or without being specifically notified by the creation of an alarm, email or ticket. You can generate a report using Info Center > Reports > Monitoring > Monitor Action Log (page 167).

To Create An Alert
The same general procedure applies to all alert types. 222

1. Select an alert function from the Select Alert Function drop-down list. 2. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 3. Set additional email parameters. 4. Set additional alert-specific parameters. These differ based on the alert function selected. 5. Check the paging rows to apply the alert to. 6. Click the Apply button.

To Cancel an Alert
1. Select one or more paging rows. 2. Click the Clear button. The alert information listed next to the paging row is removed.

Alerts - Summary
Monitor > Alerts (page 222)
Select Summary from the Select Alert Function drop-down list

The Alerts - Summary (page 223) page shows what alerts are enabled for each machine. You can apply or clear settings or copy enabled alerts settings. Specifically you can: Apply or clear settings for alarm, ticket and email notification for all enabled alert types at one time on selected machines. Copy all the enabled alert settings from a selected machine ID or machine ID template and apply them to multiple machine IDs.
Note: You can only modify or clear alerts initially enabled using the Copy option or else by using the other alerts pages.

Although you can not assign agent procedures using this page, agent procedure assignments are displayed in the paging area.

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Monitor

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Copy
Only active when Summary is selected. Copy takes all the alert type settings for a single machine ID, selected by clicking Copy alert settings from <machine_ID> to all selected machine IDs, and applies these same settings to all other checked machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Alert Type
Lists all alert types you can assign to a machine ID using the Monitor > Alerts (page 222) page. Displays any agent procedure assignments for this machine ID.

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

224

Email Address
A comma separated list of email addresses where notifications are sent. The word disabled displays here if no alerts of this alert type are assigned to this machine ID.

Alerts - Agent Status

Monitor > Alerts (page 222)
Select Agent Status from the Select Alert Function drop-down list

The Alerts - Agent Status (page 225) page triggers an alert when an agent is offline, first goes online, or someone has disabled remote control on the selected machine.
Note: When ever the KServer service stops, the system suspends all agent online/offline alerts. If the KServer stops for more than 30 seconds, then agent online/offline alerts are suspended for one hour after the KServer starts up again. Rather than continuously try to connect to the KServer when the KServer is down, agents go to sleep for one hour after first trying to connect a couple times. The one hour alert suspension prevents false agent offline alerts when the KServer starts back up.

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: 1 - Alert when single agent goes off-line 2 - Alert when users disable remote control 3 - Alert when agent first goes online - The agent online alert only occurs if an agent offline alert has also been set for the same machine. 4 - Alert when multiple agents in the same group go off-line - If more than one offline alert is triggered at the same time, email notification is consolidated by group.
Note: Changing this email alarm format changes the format for all Agent Status alert emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID number of machines going offline list of multiple machines going offline offline time / online time / time remote disabled subject text of the email message, if an email was sent in response to an alert

<gr> <id> <mc> <ml> <qt>

#gr# #id# #mc# #ml# #qt# #subject#

Monitor
#body# body text of the email message, if an email was sent in response to an alert

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Agent has not checked in for <N> <periods>

If checked, an alert is triggered if the agent has not checked in for the specified number of periods.

Alert when agent goes online

If checked, an alert is triggered if the agent goes online

Alert when user disables remote control

If checked, an alert is triggered if the user disables remote control

226

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Time Offline
Displays the number of periods a machine ID must be off-line before an alarm condition occurs.

Rearm Time
The number of periods to ignore additional alarm conditions after the first one is reported. This prevents creating multiple alarms for the same problem.

Agent Goes Online

Displays a checkmark if an alert is sent when an agent goes online.

RC Disabled
Displays a checkmark if an alert is sent when the user disables remote control.

Monitor

Alerts - Application Changes

Monitor > Alerts (page 222)
Select Application Changes from the Select Alert Function drop-down list. Similar information is provided using Audit > Add/Remove (page 142) and Reports > Software.

The Alerts Application Changes (page 228) page triggers an alert when a new application is installed or removed on selected machines. You can specify the directories to exclude from triggering an alert. This alert is based on the latest audit (page 599).

Passing Alert Information to Emails and Procedures

The following type of monitoring alert emails can be sent and formatted: Alert when application list change
Note: Changing this email alarm format changes the format for all Application Changes alert emails.

The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID list of newly installed applications list of newly removed applications subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<gr> <id> <il> <rl>

#gr# #id# #il# #rl# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

228

Run Procedure after alert

If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Alert when audit detects New application installed

If checked, an alert condition is encounter when a new application is installed.

Alert when audit detects Existing application deleted

If checked, an alert condition is encountered when a new application is removed.

Exclude directories
You can specify the directories to exclude from triggering an alert. The exclude path may contain the wildcard asterisk (*) character. Excluding a folder excludes all subfolders. For example, if you exclude *\windows\*, c:\Windows and all subfolders are excluded. You can add to the current list of applications, replace the current application list or remove the existing application list.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Monitor

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Installed Apps
Displays a checkmark if an alert is sent when an application is installed.

Removed Apps
Displays a checkmark if an alert is sent when an application is removed.

(Exclude)
Lists directories excluded from sending an alert when an application is installed or removed.

Alerts - Get Files

Monitor > Alerts (page 222)
Select Get Files from the Select Alert Function drop-down list

The Alerts - Get File (page 230) page triggers an alert when a procedure's Get File or Get File in Directory Path command executes, uploads the file, and the file is now different from the copy previously stored on the KServer. If there was not a previous copy on the KServer, the alarm condition is encountered. Once defined for a machine ID, the same Get File alert is active for any agent procedure that uses a Get File command and is run on that machine ID.
Note: The VSA issues the alert only if the send alert if file changed option has been selected in the procedure. Turn off alerts for specific files in the agent procedure editor by selecting one of the without alerts options.

Passing Alert Information to Emails and Procedures

The following type of monitoring alert emails can be sent and formatted: Alert when file fetched with Get File changes from the last fetch Alert when file fetched with Get File is unchanged from last fetch
Note: Changing this email alarm format changes the format for all Get Files alert emails.

The following variables can be included in your formatted email alerts. 230

Within an Email Within a Procedure

<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> filename group ID machine ID procedure name that fetched the file subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<fn> <gr> <id> <sn>

#fn# #gr# #id# #sn# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Procedure after alert

If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned.

Monitor If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - Hardware Changes

Monitor > Alerts (page 222)
Select Hardware Changes from the Select Alert Function drop-down list

The Alerts - Hardware Changes (page 232) page triggers an alert when a hardware configuration changes on the selected machines. Detected hardware changes include the addition or removal of RAM, PCI devices, and disk drives. This alert is based on the latest audit (page 599).

Passing Alert Information to Emails and Procedures

The following type of monitoring alert emails can be sent and formatted:

232

 1 - Alert when disk drive or PCI card is added or removed 2 - Alert when the amount of installed RAM changes
Note: Changing this email alarm format changes the format for all Hardware Changes alert emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID list of hardware additions list of hardware removals machine ID new RAM size old RAM size subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<gr> <ha> <hr> <id> <rn> <ro>

#gr# #ha# #hr# #id# #rn# #ro# #subject#

#body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Monitor

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

234

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - Low Disk

Monitor > Alerts (page 222)
Select Low Disk from the Select Alert Function drop-down list

The Alerts - Low Disk (page 235) page triggers an alert when available disk space falls below a specified percentage of free disk space. A subsequent low disk alert is not created unless the target machine's low disk space is corrected, or unless the alert is cleared, then re-applied. This alert is based on the latest audit (page 599).

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: Alert when disk drive free space drops below a set percent
Note: Changing this email alarm format changes the format for all Low Disk alert emails.

The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> free disk space drive letter total disk space group ID machine ID percent free space subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<df> <dl> <dt> <gr> <id> <pf>

#df# #dl# #dt# #gr# #id# #pf# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Monitor

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Send alert when selected machines have less than <N> % free space on any fixed disk partition
An alert is triggered if a machine's free disk space is less than the specified percentage.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

236

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - LAN Watch

Monitor > Alerts (page 222)
Select LAN Watch from the Select Alert Function drop-down list

The Alerts - LAN Watch (page 237) page works in conjunction with the LAN Watch (page 275) page. LAN Watch scans a machine ID's local LAN and detects new machines and devices connected to the machine's LAN. Both LAN Watch and the Alerts - LAN Watch page can subsequently trigger an alert when a new machine or device is discovered on a LAN. Only the Alerts - LAN Watch page can create a ticket when a new machine or device is discovered on a LAN.

Passing Alert Information to Emails and Procedures

The following type of monitoring alert emails can be sent and formatted: Alert when new device discovered by LAN Watch
Note: Changing this email alarm format changes the format for all LAN Watch alert emails.

The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID new device data subject text of the email message, if an email was sent in response to an alert

<gr> <id> <nd>

#gr# #id# #nd# #subject#

Monitor
#body# body text of the email message, if an email was sent in response to an alert

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on.

238

Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - Agent Procedure Failure

Monitor > Alerts (page 222)
Select Agent Procedure Failure from the Select Alert Function drop-down list

The Alerts - Agent Procedure Failure (page 239) page triggers an alert when an agent procedure fails to execute on a managed machine. For example, if you specify a file name, directory path or registry key in an agent procedure, then run the agent procedure on a machine ID for which these values are invalid, you can be notified about the agent procedure failure using this alerts page.

Passing Alert Information to Emails and Procedures

The following type of alert emails can be sent and formatted: Format email message generated by Agent Procedure Failure alerts
Note: Changing this email alarm format changes the format for all Agent Procedure Failure alert emails.

The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName>

Monitor
<em> <en> <gr> <id> #em# #en# #gr# #id# #subject# #body# procedure error message procedure name that fetched the file group ID machine ID subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

240

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - Protection Violation

Monitor > Alerts (page 222)
Select Protection Violation from the Select Alert Function drop-down list

The Alerts - Protection Violation (page 241) page triggers an alert when a file is changed or access violation detected on a managed machine. Options include Distributed file changed on agent and was updated, File access violation detected, and Network access violation detected.

Prerequisites
Agent Procedures > Distribute File (page 128) Audit > File Access (page 85) Audit > Network Access (page 87)

Passing Alert Information to Emails and Procedures

The following type of alert emails can be sent and formatted: Format email message generated by Protection Violations alerts.
Note: Changing this email alarm format changes the format for all Protection Violation alert emails.

Monitor The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID violation description from Agent Log subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<gr> <id> <pv>

#gr# #id# #pv# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. 242

 If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Distributed file changed on agent and was updated

If checked, an alert is triggered when a file distributed using Procedure > Distributed File (page 128) is changed on the managed machine. The agent verifies the distributed file at every full check-in (page 600).

File access violation detected

If checked, an alert is triggered when an attempt is made to access a file specified as blocked using Audit > File Access (page 85).

Network access violation detected

If checked, an alert is triggered when an attempt is made to access either an internal or external internet site using an application specified as blocked using Audit > Network Access (page 87).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Monitor

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - New Agent Installed

Monitor > Alerts (page 222)
Select New Agent Installed from the Select Alert Function drop-down list

The Alerts - New Agent Installed (page 244) page triggers an alert when a new agent is installed on a managed machine by selected machine groups.

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: Agent checked in for the first time
Note: Changing this email alarm format changes the format for all New Agent Installed emails.

The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> time the agent checked in for the first time group ID machine ID subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<ct> <gr> <id>

#ct# #gr# #id# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

244

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Machine Group
Lists machine groups. All machine IDs are associated with a group ID and optionally a subgroup ID.

Email Address
A comma separated list of email addresses where notifications are sent.

Alerts - Patch Alert

Patch Management > Patch Alert Monitor > Alerts (page 222)
Select Patch Alert from the Select Alert Function drop-down list.

The Alerts - Patch Alert (page 245) page triggers an alert for patch management events on managed machines. A new patch is available for the selected machine ID. A patch installation failed on the selected machine ID. The agent credential is invalid or missing for the selected machine ID. Windows Auto Update changed.

To Create a Patch Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script

Monitor Email Recipients Set additional email parameters. Set additional patch alert specific parameters. Check the machine IDs to apply the alert to. Click the Apply button.

2. 3. 4. 5.

To Cancel a Patch Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of patch alert emails can be sent and formatted: 1 - New Patch Available 2 - Patch Install Failed 3 - Patch Approval Policies Updated 4 - Agent Credential Invalid 5 - Windows Auto Update Configuration Changed
Note: Changing the email alarm format changes the format for all Patch Alert emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email
<at> <au> <bl> <db-view.column>

Within a Procedure
#at# #au# #bl# not available

Description
alert time auto update change new bulletin list Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> failed bulletin ID group ID invalid credential type machine ID new patch list subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<fi> <gr> <ic> <id> <pl>

#fi# #gr# #ic# #id# #pl# #subject#

#body#

246

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Patch Alert Parameters

The system can trigger an alert for the following alarm conditions for a selected machine ID: New patch is available Patch install fails Agent credential is invalid or missing

Monitor
Note: An agent credential (page 601) is not required to install patches unless the machines File Source (page 344) is configured as Pulled from file server using UNC path. If an agent credential is assigned, it will be validated as a local machine credential without regard to the File Source configuration. If this validation fails, the alert will be raised. If the machines File Source is configured as Pulled from file server using UNC path, a credential is required. If it is missing, the alert will be raised. If it is not missing, it will be validated as a local machine credential and as a network credential. If either of these validations fails, the alert will be raised.

Windows Auto Update changed

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Approval Policy Updated

Displays as the first row of data. If selected and the Apply button clicked, an alert is generated when a new patch is added to all patch policies. See Patch Approval Policy (page 607). This is a system alert and not associated with any machines.

ATSE
The ATSE response code assigned to machine IDs: A = Create Alarm T = Create Ticket S = Run Procedure E = Email Recipients

248

Email Address
A comma separated list of email addresses where notifications are sent.

New Patch
If checked, an alarm is triggered when a new patch is available for this machine ID.

Install Failed
If checked, an alarm is triggered when a patch installation has failed for this machine ID.

Invalid Credential
If checked, an alarm is triggered when the credential is invalid for this machine ID.

Win AU Changed
If checked, an alarm is triggered if the group policy for Windows Automatic Update on the managed machine is changed from the setting specified by Patch Management > Windows Auto Update (page 339).
Note: A log entry in the machine's Configuration Changes log is made regardless of this alert setting.

Alerts - Backup Alert

Backup > Backup Alert Monitor > Alerts (page 222)
Select Backup Alert from the Select Alert Function drop-down list

The Alerts - Backup Alert (page 249) page triggers an alert for backup events on managed machines. The list of machine IDs you can select depends on the machine ID / group ID filter (page 26). To display on this page, machine IDs must have backup software installed on the managed machine using the Backup > Install/Remove page.

To Create a Backup Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Set additional backup alert specific parameters. 4. Check the machine IDs to apply the alert to. 5. Click the Apply button.

To Cancel a Patch Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of backup alert emails can be sent and formatted: Backup failed

Monitor Recurring backup skipped if machine offline Backup Completed Successfully Full Backup Completed Successfully Image Location free space below Verify backup failed

Note: Changing the email alarm format changes the format for all Backup Alert emails.

The following variables can be included in your formatted email alerts. Within an Email
<at> <be> <bt> <db-view.column>

Within a Procedure
#at# #be# #bt# not available

Description
alert time backup failed error message backup type Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID backup image location megabytes free space remaining backup skip count subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<gr> <id> <im> <mf> <sk>

#gr# #id# #im# #mf# #sk# #subject# #body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397).

250

 Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Backup Alert Parameters

The system triggers an alarm whenever the system discovers one of four different backup alert conditions for a selected machine ID: Any Backup Completed - Alerts when any volume or folder backup completes successfully. Full Backup Completed - Alerts when a full volume or folder backup completes successfully. Backup Fails - Alerts when a volume or folder backup stops prior to completion for any reason. Typically, backup fails because the machine is turned off mid-backup or because the network connection to the file server referenced by Image Location is lost. Recurring backup skipped if machine offline <N> times - Alerts when Skip if machine offline is set in Schedule Volumes and the backup is rescheduled the specified number of times because the machine is offline. Use this alert to notify you that backups are not even starting because the machine is turned off at the scheduled volume backup time. Image location free space below <N> MB - Alerts when the hard disk being used to store the backups is less than a specified number of megabytes. Three additional parameters can be set: Add - Adds alert parameters to selected machine IDs when Apply is selected without clearing existing parameters. Replace - Replaces alert parameters on selected machine IDs when Apply is selected. Remove - Clear alert parameters from selected machine IDs. Click the edit icon next to a machine ID group first to select the alert parameters you want to clear.
Note: You may specify different alert email addresses for each backup alert type. This lets you send backup complete alerts to the user and only send failures to the user.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent quick view window (page 389).

Monitor Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended
Note: Different icon images display when this add-on module is installed in a 5.x VSA. The Remote Control > Control Machine page displays a legend of the specific icons your VSA system is using.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Any Complete
If checked, an alarm is triggered when any backup is completed for this machine ID.

Full Complete
If checked, an alarm is triggered when a full backup is is completed for this machine ID.

Backup Fails
If checked, an alarm is triggered when any backup fails for this machine ID.

Backup Skipped
If checked, an alarm is triggered when any backup is skipped for this machine ID.

Alerts - System
Monitor > Alerts (page 222)
Select System from the Select Alert Function drop-down list

The Alerts - System (page 252) page triggers an alert for selected events occurring on the KServer. Selecting the Alerts - System page does not display a managed machine list. The events listed only apply to the KServer. This option only displays for master role users (page 612).

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted:

252

1 - Admin account disabled manually by a Master admin 2 - Admin account disabled because logon failed count exceeded threshold 3 - KServer has stopped 4 - Database backup failed 5 - Email reader failed (Ticketing module only)

Note: Changing this email alarm format changes the format for all System alert emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email Within a Procedure
<an> <at> <bf> <db-view.column> #an# #at# #bf# not available

Description
disabled VSA user name alert time database backup error data Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> email reader error message value that tripped the failed logon attempt counter time account re-enables kserver IP/name disabled VSA user type (master or standard) subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<el> <fc> <fe> <kn> <ms>

#el# #fc# #fe# #kn# #ms# #subject#

#body#

Apply
Click Apply to apply alert parameters to the system.

Clear
Click Clear to remove all alert parameters from the system.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612).

Monitor If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Admin account disabled

If checked, an alert is triggered when a VSA user account is disabled, whether manually or automatically.

KServer stopped
If checked, an email notification is triggered when the KServer stops.

System database backup failed

If checked, an email notification is triggered when the Kserver's database backup fails

Email reader in ticketing failed

If checked, an email notification is triggered if the Ticketing > Email Reader (page 459) fails.

System alerts sent to

Displays the email recipients who are sent system alerts.

Event Log Alerts

Monitor > Event Log Alerts The Event Log Alerts page triggers an alert when an event log entry for a selected machine matches a specified criteria. After selecting the event log type, you can filter the alarm conditions specified by event set and by event category. You then set the alert action to take in response to the alarm condition specified.
Note: You can display event logs directly. On a Windows machine click Start, then click Control Panel, then click Administrative Tools, then click Event Viewer. Click Application, Security or System to display the events in each log.

Prerequisite
Event logging must be enabled for a particular machine using Agent > Event Log Settings (page 37).

Event Sets
Because the number of events in Windows events logs (page 601) is enormous the VSA uses a record type called an event set to filter an alarm condition. Event sets contain one or more conditions. Each condition contains filters for different fields in an event log entry. The fields are source, category, event ID, user, and description. An event log (page 601) entry has to match all the field filters of a condition to be considered a match. A field with an asterisk character (*) means any string, including a zero string, is considered a match. A match of any one of the conditions in an event set is sufficient to trigger an alert for any machine that event set is applied to. For details on how to configure event sets, see Monitor > Event Log Alerts > Edit Event Sets (page 258).

254

Sample Event Sets

A growing list of sample event sets are provided. The names of sample event sets begin with ZC. You can modify sample event sets, but its better practice to copy a sample event set and customize the copy. Sample event sets are subject to being overwritten every time the sample sets are updated during a maintenance cycle.

Global Event Log Black List

Each agent processes all events, however events listed on a "black list" are not uploaded to the VSA server. There are two black lists. One is updated periodically by Kaseya and is named EvLogBlkList.xml. The second one, named EvLogBlkListEx.xml, can be maintained by the service provider and is not updated by Kaseya. Both are located in the \Kaseya\WebPages\ManagedFiles\VSAHiddenFiles directory. Alarm detection and processing operates regardless of whether entries are on the collection blacklist.

Flood Detection
If 1000 eventsnot counting black list events (page 602)are uploaded to the KServer by an agent within one hour, further collection of events of that log type are stopped for the remainder of that hour. A new event is inserted into the event log to record that collection was suspended. At the end of the hour, collection automatically resumes. This prevents short term heavy loads from swamping your KServer. Alarm detection and processing operates regardless of whether collection is suspended.

Monitor Wizard Icon for Event Sets

A monitor wizard icon displays next to event log entries in the VSA and in Live Connect. Hovering the cursor over the monitor wizard icon of a log entry displays a wizard. The wizard enables you to create a new event set criteria based on that log entry. The new event set criteria can be added to any new or existing event set. The new or changed event set is immediately applied to the machine that served as the source of the log entry. Changing an existing event set affects all machines assigned to use that event set. See Event Log Alerts (page 254) for a description of each field shown in the wizard. The monitor wizard icon displays in Live Connect > Event Viewer, Live Connect > Agent Data > Event Log and Agent > Agent Logs (page 34).

Configuring and Assigning Event Log Alerts

1. Ensure event logging is enabled for the machines you want to monitor using Agent > Event Log Settings (page 37). 2. Select the event set, the event log type and other parameters using the Event Log Alerts > Assign Event Set (page 256) header tab. 3. Optionally click the Edit button on the Assign Event Set header tab to create or change the alarm conditions for the event sets (page 258) you assign. 4. Specify the actions to take in response to an alarm condition using the Event Log Alerts > Set Alert Actions (page 257) header tab. 5. Optionally click the Format Email button on Set Alert Actions header tab to change the format of mail alerts for event sets (page 258). 6. Select the machines an event set should be applied to. 7. Click the Apply button.

Actions
Apply - Applies a selected events set to selected machine IDs. Confirm the information has been applied correctly in the machine ID list. Clear - Removes selected event set from selected machine IDs. Clear All - Removes all event set settings from selected machine IDs.

Monitor

Paging Area
The paging area displays the same columns whichever header tab is selected. Select All/Unselect All - Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page. Check-in status - These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent quick view window (page 389). Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended Machine.Group ID - The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Edit Icon - Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them. Log Type - The type of event log being monitored. ATSE - The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients EWISFCV - The event category being monitored. Email Address - A comma separated list of email addresses where notifications are sent. Event Set - The event set assigned to this machine ID. Multiple events sets can be assigned to the same machine ID. Interval - The number of times an event occurs within a specified number of periods. Applies only if the Alert when this event occurs <N> times within <N> <periods> option is selected. Displays Missing if the Alert when this event doesn't occur within <N> <periods> option is selected. Displays 1 if the Alert when this event occurs once is selected. Duration - The number of periods and event must occur to trigger an alarm condition. Applies only if the Alert when this event occurs <N> times within <N> <periods> or Alert when this event doesn't occur within <N> <periods> options are selected. Re-Arm - Displays the number of periods to wait before triggering any new alarm conditions for the same combination of event set and event category. Applies only if a re-arm period greater than zero is specified using Ignore additional alarms for <N> <periods>.

Assign Event Set tab

Monitor > Event Log Alerts > Assign Event Set tab Use the Assign Event Set header tab to select the event set, the event log type and other parameters for an event set. You can also select machines and assign events sets when this header tab is selected.

Creating an Event Log Alert

1. On the Monitor > Event Log Alerts page select the Assign Event Set tab.

256

2. Select an item from the Select event log type drop-down list. 3. Select the Event Set (page 258) filter used to filter the events that trigger alerts. By default <All Events> is selected.
Note: You can create a new event set or edit an existing event set by clicking the Edit button.

4. Check the box next to any of the following event category: Error Warning Information Success Audit Failure Audit Critical - Applies only to Vista, Windows 7 and Windows Server 2008 Verbose - Applies only to Vista, Windows 7 and Windows Server 2008
Note: Red letters indicate logging disabled. Event logs may be disabled by the VSA for a particular machine, based on settings defined using Agent > Event Log Settings (page 37). A particular event category may be not be available for certain machines, such as the Critical and Verbose event categories.

5. Specify the frequency of the alarm condition required to trigger an alert: Alert when this event occurs once. Alert when this event occurs <N> times within <N> <periods>. Alert when this event doesn't occur within <N> <periods>. Ignore additional alarms for <N> <periods>. 6. Click the Add or Replace radio options. Add adds the selected event set to the list of event sets already assigned to selected machines. Replace replaces the entire list of assigned events sets on selected machines with the selected event set. 7. Select the Set Alert Actions tab to select the actions to take in response to the alarm condition specified. 8. Click Apply to assign selected event type alerts to selected machine IDs.
Note: Click Remove to remove all event set alerts from selected machine IDs immediately. You don't have to click the Apply button.

Set Alert Actions tab

Monitor > Event Log Alerts > Set Alert Action tab Use the Set Alert Action tab to specify the actions to take in response to an event set alarm condition. You can also select machines and assign events sets when this header tab is selected. Create Alarm - If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log. Create Ticket - If checked and an alarm condition is encountered, a ticket is created. Run Script - If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Monitor Email Recipients - If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users. If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Edit Event Sets

Monitor > Event Log Alerts (page 254)
Select <New Event Set> from the Define events to match or ignore drop-down list. The Edit Event Set popup window displays.

Edit Event Sets filters the triggering of alerts based on the monitoring of events in event logs maintained by the Windows OS of a managed machine. You can assign multiple event sets to a machine ID. Event sets contain one or more conditions. Each condition contains filters for different fields in an event log entry. The fields are source, category, event ID, user, and description. An event log (page 601) entry has to match all the field filters of a condition to be considered a match. A field with an asterisk character (*) means any string, including a zero string, is considered a match. A match of any one of the conditions in an event set is sufficient to trigger an alert for any machine that event set is applied to.
Note: Normally, if two conditions are added to an event set, they are typically interpreted as an OR statement. If either one is a match, the alert is triggered. The exception is when the Alert when this event doesn't occur within <N> <periods> option is selected. In this case the two conditions should be interpreted as an AND statement. Both must not happen within the time period specified to trigger an alert. Note: You can display event logs directly. On a Windows machine click Start, then click Control Panel, then click Administrative Tools, then click Event Viewer. Click Application, Security or System to display the events in that log. Double-click an event to display its Properties window. You can copy and paste text from the Properties window of any event into Edit Event Set fields.

To Create a New Event Set

1. Select the Monitor > Events Logs Alerts page. 2. Select an Event Log Type from the second drop-down list. 3. Select <New Event Set> from the Define events to match or ignore drop-down list. The Edit Event Set popup window displays. You can create a new event set by: 1. Entering a new name and clicking the New button. Pasting event set data as text. Importing event set data from a file. If you enter a new name and click New, the Edit Event Set window displays the five properties used to filter events. 2. Click Add to add a new event to the event set. 3. Click Ignore to specify an event that should not trigger an alarm. 258

4. You can optionally Rename, Delete or Export Event Set.

Ignore Conditions
If an event log entry matches one more more ignore conditions in an event set, then no alert is triggered by any event set, even if multiple conditions in multiple event sets match an event log entry. Because ignored conditions override all event sets, it's a good idea to define just one event set for all ignored conditions, so you only have to look in one place if you suspect an ignored condition is affecting the behavior of all your alerts. You must assign the event set containing an ignored condition to a machine ID for it to override all other event sets applied to that same machine ID. Ignore conditions only override events sharing the same log type. So if you create an "ignore set" for all ignore conditions, it must be applied multiple times to the same machine ID, one for each log type. For example, an ignore set applied only as a System log type will not override event conditions applied as Application and Security log type events. 1. Select the Monitor > Event Log Alerts paget. 2. Check the Error checkbox and select <All Events> from the event set list. Click the Apply button to assign this setting to all selected machine IDs. This tells the system to generate an alert for every error event type. Note the assigned log type. 3. Create and assign an "ignore event set" to these same machine IDs that specifies all the events you wish to ignore. The log type must match the log type in step 2.

Using the Asterisk (*) Wildcard

Include an asterisk (*) wildcard with the text you enter to match multiple records. For example:
*yourFilterWord1*yourFilterWord2*

This would match and raise an alarm for an event with the following string:
"This is a test. yourFilterWord1 as well as yourFilterWord2 are in the description."

Exporting and Importing Edit Events

You can export and import event set records as XML files. You can export an existing event set record to an XML file using the Edit Event Set popup window. You can import an event set XML file by selecting the <Import Event Set> or <New Event Set> value from the event set drop-down list. Example: <?xml version="1.0" encoding="ISO-8859-1" ?> <event_sets> <set_elements setName="Test Monitor Set" eventSetId="82096018"> <element_data ignore="0" source="*SourceValue*" category="*CategoryValue*" eventId="12345" username="*UserValue*" description="*DescriptionValue*"/> </set_elements> </event_sets>

Format Email Alerts for Event Sets

Monitor > Event Log Alerts > Set Alert Action > Format Email This Format Email Alerts window specifies the format of emails sent in response to event set alarm conditions. The following types of alert emails can be formatted using this window: 1 - Single event log alert - Same template applied to all event log types. 2 - Multiple event log alerts - Same template applied to all event log types. 3 - Missing event log alert - Same template applied to all event log types.
Note: Changing this email alarm format changes the format for all Event Logs Alerts alert emails.

Monitor The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email Within a Procedure
<at> <cg> <cn> <db-view.column> #at# #cg# #cn# not available

Description
alert time Event category computer name Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> event description event id event source event time event user event set name group ID machine ID log type (Application, Security, System) event type - (Error, Warning, Informational, Success Audit, or Failure Audit) subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<ed> <ei> <es> <et> <eu> <ev> <gr> <id> <lt> <tp>

#ed# #ei# #es# #et# #eu# #ev# #gr# #id# #lt# #tp#

#subject#

#body#

SNMP Traps Alert

Monitor > SNMP Traps Alert The SNMP Traps Alert page configures alerts for a managed machine, acting as a SNMP trap "listener", when it detects an SNMP trap message. When SNMP Traps Alert is assigned to a managed machine, a service is started on the managed machine called Kaseya SNMP Trap Handler. This service listens for SNMP trap messages sent by SNMP-enabled devices on the same LAN. Each time an SNMP trap message is received by the service, an SNMP trap Warning entry is added to the managed machine's Application event log. The source of these Application event log entries is always KaseyaSNMPTrapHandler.

260

Note: Create an event set that includes KaseyaSNMPTrapHandler as the source. Use asterisks * for the other criteria if you don't want to filter the events any more than that.

Note: SNMP uses the default UDP port 162 for SNMP trap messages. Ensure this port is open if a firewall is enabled.

Prerequisite
Application event logging with the warning event category checked must be enabled for a managed machine using Agent > Event Log Settings (page 37).

Event Sets
Because the number of events in Windows events logs (page 601) is enormous the VSA uses a record type called an event set to filter an alarm condition. Event sets contain one or more conditions. Each condition contains filters for different fields in an event log entry. The fields are source, category, event ID, user, and description. An event log (page 601) entry has to match all the field filters of a condition to be considered a match. A field with an asterisk character (*) means any string, including a zero string, is considered a match. A match of any one of the conditions in an event set is sufficient to trigger an alert for any machine that event set is applied to. For details on how to configure event sets, see Monitor > Event Log Alerts > Edit Event Sets (page 258).

Creating an SNMP Traps Alert

1. Select the Monitor > SNMP Traps Alert page. 2. Select the Event Set filter used to filter the events that trigger alerts. Do not select an event set to include all SNMP Trap events. 3. Check the box next to the Warning event category. No other event categories are used by SNMP Trap Alert.
Note: Red letters indicate logging disabled. Event logs may be disabled by the VSA for a particular machine, based on settings defined using Agent > Event Log Settings (page 37).

4. Specify the frequency of the alarm condition required to trigger an alert: Alert when this event occurs once. Alert when this event occurs <N> times within <N> <periods>. Alert when this event doesn't occur within <N> <periods>. Ignore additional alarms for <N> <periods>. 5. Click the Add or Replace radio options, then click Apply to assign selected event type alerts to selected machine IDs. 6. Click Remove to remove all event based alerts from selected machine IDs. 7. Ignore the SNMP Community field. This option is not yet implemented.

Passing Alert Information to Emails and Procedures

Note: SNMP Traps Alert shares the same Format Email window with Monitor > Event Log Alerts (page 254).

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Monitor

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

262

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Log Type
The type of event log being monitored.

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

EWISFCV
The event category being monitored.

Email Address
A comma separated list of email addresses where notifications are sent.

Event Set
Displays All Events if no SNMP trap event set was selected, meaning all SNMP trap events are included.

Interval
The number of times an event occurs within a specified number of periods. Applies only if the Alert when this event occurs <N> times within <N> <periods> option is selected. Displays Missing if the Alert when this event doesn't occur within <N> <periods> option is selected. Displays 1 if the Alert when this event occurs once is selected.

Duration
The number of periods and event must occur to trigger an alert. Applies only if the Alert when this event occurs <N> times within <N> <periods> or Alert when this event doesn't occur within <N> <periods> options are selected.

Re-Arm
Displays the number of periods to wait before triggering any new alerts for the same combination of event set and event category. Applies only if a re-arm period greater than zero is specified using Ignore additional alarms for <N> <periods>.

Monitor

Assign Monitoring
Monitor > Assign Monitoring The Assign Monitoring page creates monitor set alerts for managed machines. An alert is a response to an alarm condition. An alarm condition exists when a machine's performance succeeds or fails to meet a pre-defined criteria.

Monitor Sets
A monitor set is a set of counter objects, counters, counter instances, services and processes used to monitor the performances of machines. Typically, a threshold is assigned to each object/instance/counter (page 608), service, or process in a monitor set. Alarms can be set to trigger if any of the thresholds in the monitor set are exceeded. A monitor set should be used as a logical set of things to monitor. A logical grouping, for example, could be to monitor all counters and services integral to running an Exchange Server. You can assign a monitor set to any machine that has an operating system of Windows 2000 or newer. The general procedure for working with monitor sets is as follows: 1. Update monitor set counter objects, instances and counters by source machine ID using Monitor > Update Lists by Scan (page 206).
Note: You must run Update Lists by Scan (page 206) for each machine ID you assign a monitor set, to ensure a complete list of monitoring definitions exists on the VSA to monitor that machine.

2. Optionally update monitor set counter objects, instances and counters manually and review them using Monitor Lists (page 204). 3. Create and maintain monitor sets using Monitor > Monitor Sets (page 207). 4. Assign monitor sets to machine IDs using Monitor > Assign Monitoring (page 264). 5. Optionally customize standard monitor sets as individualized monitor sets. 6. Optionally customize standard monitor sets using Auto Learn. 7. Review monitor set results using: Monitor > Monitor Log (page 270) Monitor > Live Counter (page 203) Monitor > Dashboard > Network Status (page 196) Monitor > Dashboard > Group Alarm Status (page 196) Monitor > Dashboard > Monitoring Set Status (page 197) Info Center > Reports > Monitor > Monitor Set Report Info Center > Reports > Monitor > Monitor Action Log
Note: Changes made to a monitor set affect all machine IDs the monitor set is already assigned to, within a couple minutes of the change.

Individualized Monitor Sets

You can individualize monitor set settings for a single machine. 1. Using Monitor > Assign Monitoring, select a standard monitor set using the <Select Monitor Set> drop-down list. 2. Assign this standard monitor set to a machine ID. The monitor set name displays in the Monitor Set column. 3. Click the individualized monitor set icon in the Monitor Set column to display the same options you see when defining a standard monitor set (page 207). An individualized monitor set adds an (IND) prefix to the name of the monitor set.

264

4. Optionally change the name or description of the individualized monitor set, then click the Save button. Providing a unique name and description helps identify an individualized monitor set in reports and log files. 5. Make changes to the monitoring settings of the individualized monitor set and click the Commit button. Changes apply only to the single machine the individualized monitor set is assigned to.
Note: Changes to a standard monitor set have no affect on individualized monitor sets copied from it.

Auto Learn Alarm Thresholds for Monitor Sets

You can enable Auto Learn alarm thresholds for any standard monitor set you assign to selected machine IDs. This automatically fine-tunes alarm thresholds based on actual performance data on a per machine basis. Each assigned machine collects performance data for a specified time period. During that time period no alarms are triggered. At the end of the auto learn session, the alarm threshold for each assigned machine is adjusted automatically based on the actual performance of the machine. You can manually adjust the alarm threshold values calculated by Auto Learn or run another session of Auto Learn again. Auto Learn cannot be used with individualized monitor sets. To apply Auto Learn settings to selected machine IDs: 1. Using Monitor > Assign Monitoring, select a standard monitor set using the <Select Monitor Set> drop-down list. 2. Click Auto Learn to display the Auto Learn (page 268) popup window. Use a wizard to define parameters used to calculate alarm threshold values. 3. Assign this standard monitor set, modified by your Auto Learn parameters, to selected machine IDs.
Note: You cannot apply Auto Learn settings to a monitor set that is already assigned to a machine ID. If necessary, clear the existing assignment of the monitor set to the machine ID, then perform steps 1 through 3 above.

Once auto learn is applied to a machine ID and runs for the specified time period, you can click the override auto learn icon for a specific machine ID and manually adjust the calculated alarm thresholds values. You can also re-run Auto Learn again, using a new session of actual performance data to re-calculate alarm threshold values.

To Create a Monitor Set Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Select the monitor set to add or replace. 4. Check the machine IDs to apply the alert to. 5. Click the Apply button.

To Cancel a Monitor Set Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Monitor

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: Monitoring threshold alarm Monitoring trending threshold alarm Monitoring exit alarm state notification
Note: Changing this email alarm format changes the format for all monitor set and SNMP set emails.

The following variables can be included in your formatted email alerts. Within an Email
<ad> <ao> <at> <av> <cg> <db-view.column>

Within a Procedure
#ad# #ao# #at# #av# #cg# not available

Description
alarm duration alarm operator alert time alarm threshold event category Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> SNMP device name group ID machine ID monitoring log object name monitoring log object type: counter, process, object monitoring log value monitor set name subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<dv> <gr> <id> <ln> <lo> <lv> <mn>

#dv# #gr# #id# #ln# #lo# #lv# #mn# #subject#

#body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent

266

procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

(Apply Filter)
Enter text in the filter edit box, then click the funnel icon to apply filtering to the drop-down list displayed in Select Monitor Set. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the set name.

Select Monitor Set

Select monitor sets from the Select Monitor Set list, then click the Apply button to assign the monitor set to selected machine IDs. You may assign more than one monitor set to a machine ID. Add or edit monitor sets using Monitor > Monitor Sets (page 207).
Note: Sample monitor sets do not display in the Assign Monitoring (page 264) > Select Monitor Set drop-down list. Create a copy of a sample monitor set by selecting the sample set in Monitor Sets (page 207) and clicking the Save As button. Your copy of the sample monitor set will display in the drop-down list. In a SaaS (page 611)-based VSA, Save and Save As buttons are available. You can make changes to the sample set and use it immediately, because it does not get refreshed.

Add Monitor Set

When a monitor set is assigned to machine IDs, the monitor set is added to the list of monitor sets currently assigned to those machine IDs.

Replace Monitor Set

When a monitor set is assigned to machine IDs, the monitor set replaces all monitor sets already assigned to those machine IDs.

Apply
Applies the selected monitor set to checked machine IDs.

Clear
Clears the assignment of a selected monitor set from selected machine IDs.

Clear All
Clears all monitor sets assigned to selected machine IDs.

Monitor

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Monitor Sets
Displays the list of all monitor sets assigned to machine IDs. - Edit - Always displays next to a monitor set. Click this icon to set header parameters to those matching the selected machine ID. - Override auto learn values - Displays if Auto Learn is applied to this standard monitor set. Click this icon to display or change the actual values calculated by Auto Learn (page 268) for this monitor set on this machine ID. - Individualized monitor set - Displays if Auto Learn is not applied to this standard monitor set. Click this icon to create or make changes to a copy of this standard monitor set (page 207) that is individualized for this machine ID. An individualized monitor set adds an (IND) prefix to the name of the monitor set.

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Auto Learn - Monitor Sets

Monitor > Assign Monitoring > Auto Learn The Auto Learn Alarm Thresholds window maintains auto learn alarm thresholds for monitor sets. You can enable Auto Learn alarm thresholds for any standard monitor set you assign to selected 268

machine IDs. This automatically fine-tunes alarm thresholds based on actual performance data on a per machine basis. Each assigned machine collects performance data for a specified time period. During that time period no alarms are triggered. At the end of the auto learn session, the alarm threshold for each assigned machine is adjusted automatically based on the actual performance of the machine. You can manually adjust the alarm threshold values calculated by Auto Learn or run another session of Auto Learn again. Auto Learn cannot be used with individualized monitor sets.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit
A list of objects/instance/counters (page 608) displays for the selected monitor set you want to setup to "auto learn". Click the edit icon to use a wizard that leads you through the three steps required to edit auto learn alarm thresholds. 1. Enable Auto Learn for this object/counter/instance combination, if appropriate, by selecting Yes - Include. If No - Do not include is selected, no other selections in this wizard are applicable. Time Span - Enter the period of time performance data is collected and used to calculate alarm thresholds automatically. Alarms will not be reported during this time period. 2. Displays the Object, Counter and, if necessary, the counter Instance of the alarm threshold being modified. These options cannot be changed. 3. Enter calculated value parameters. Computation - Select a calculated value parameter. Options include MIN, MAX or AVG. For example, selecting MAX means calculate the maximum value collected by an object/counter/instance during the Time Span specified above. % Increase - Add this percentage to the Computation value calculated above, with the Computation value representing 100%. The resulting value represents the alarm threshold. Minimum - Set a minimum value for the alarm threshold. The value is automatically calculated as two standard deviations below the calculated Computation value, but can be manually overridden. Maximum - Set a maximum value for the alarm threshold. The value is automatically calculated as two standard deviations above the calculated Computation value, but can be manually overridden.
Note: Once auto learn is applied to a machine ID and runs for the specified time period, you can click the override auto learn icon for a specific machine ID and manually adjust the calculated alarm thresholds values. You can also re-run Auto Learn again, using a new session of actual performance data to re-calculate alarm threshold values.

Next
Moves to the next wizard page.

Previous
Moves back to the previous wizard page.

Monitor

Save
Saves changes to a record.

Cancel
Ignores changes and returns to the list of records.

Monitor Log
Monitor > Monitor Log
Clicking the monitoring log icon next to a single alarm for a specific machine ID in the Monitoring Set Status (page 197) dashlet of the Dashboard List page displays this same information as a popup window.

The Monitor Log page displays the agent monitoring object logs in chart and table formats.

Machine ID.Group ID
Click a machine ID link to display log data for all monitor sets assigned to that machine ID. The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). If no machine IDs display use Monitor > Assign Monitoring (page 264) to apply monitor sets to machine IDs.

Select monitoring object to display information

The page displays a list of monitoring objects assigned to the selected machine ID.

View
Select a counter object by clicking the View link. The selected row is bolded. A selected row displays either as a chart or table.
Note: If a monitoring object cannot be represented by a chart, only the table view is available.

Expand Icon
Click the expand icon to display details about a monitoring object.

Refresh Data
Click the refresh icon monitoring. to refresh data when no values display. Applies to non-responsive

If your monitor doesn't show any log values, verify the following: 1. Check the sample interval of the counter object. Once a monitor set is deployed counters return values to the monitor log using their specified sample interval. Wait for the sample interval plus the agent check-in interval for the first value to come back. 2. If there are no values returned, check Counter Thresholds (page 210) for the Monitor Counter commands. If no values on the monitored machine or device meet the collection threshold they will not be inserted into the monitor log. If a monitor isn't responding, the log displays the message Monitor Not Responding. There can be several reasons for no response from the monitor: Counters - If your monitoring set includes a counter that does not exist on a managed machine, the log displays Not Responding. You can troubleshoot the monitoring of counters for a specific machine in two ways: Use the Monitor > Update Lists By Scan (page 206) page to scan for all monitor counters 270

and services for that specific machine ID. Connect to the machine managed by this agent, select the Run command in the Start menu, enter perfmon.exe, click OK, create a new Counter Log, and check for the existence of the counter objects/counters/instances that aren't responding. A counter value of -998 in the monitor logs indicates the monitor set is returning no data. Check that the the Performance Logs & Alerts service in Windows is running. This is a pre-requisite for monitoring of performance counters. Services - If your monitoring set includes a service that does not exist on a managed machine, the log displays Service Does Not Exist. Processes - If your monitoring set includes a process that does not exist on a managed machine, the log displays Process Stopped. Permissions - Make sure that the permissions for the agent's working directory (page 78) are set to full access for SYSTEM and NETWORK SERVICE. This can happen if the agent working directory is placed in the c:\program files\ or c:\windows directories. This is not recommended as these directories have special permissions set by the OS.

Type
The type of monitor object: counter, process or service.

Monitor Set Name

The name of the monitor set.

Object Name
The name of the monitor object.

Last Value
The last value reported.

Bar Chart / Table

Select the Bar Chart or Table radio option to display data in either format. Only monitor objects of type Counters can be displayed in bar chart format. A bar chart displays the last 2000 data points at the sample interval rate. The background of the chart displays in red for alarm threshold, yellow for warning threshold and green for no alarm. Table log data displays the most current values first and displays alarm and warning icons on log data that falls within these thresholds. See Define Monitor Set (page 216) for more information.

Select Page
This buttons display only if Table format is selected. When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

System Check
Monitor > System Check The VSA can monitor machines that don't have an agent installed on them. This function is performed entirely within a single page called System Check. Machines without an agent are called external systems. A machine with an agent is assigned the task of performing the system check on the external system. A system check typically determines whether an external system is available or not. Types of system

Monitor checks include: web server, DNS server, port connection, ping, and custom.

To Create a System Check Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Set additional system-check parameters. You may check multiple systems using the same machine ID. 4. Check the machine IDs to apply the alert to. 5. Click the Apply button.

To Cancel a System Check Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of system check alert emails can be sent and formatted: System check alert The following variables can be included in your formatted email alerts. Within an Email Within a Procedure
<at> <db-view.column> #at# not available

Description
alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID address checked additional parameter system check type system check custom name subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<gr> <id> <p1> <p2> <sc> <scn>

#gr# #id# #p1# #p2# #sc# #scn# #subject# #body#

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

272

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

System Check Parameters

Select a system check type: Web Server - Enter a URL to poll at a selected time interval. DNS Server - Enter a DNS address, either a name or IP, to poll at a selected time interval. Port Connection - Enter an address, either a name or IP, to connect to, and a port number to connect to, at a selected time interval. Ping - Enter an address, either a name or IP, to ping at a selected time interval.
Note: Do not include the scheme name of a URL in the address you want to ping. For example, do not enter http://www.google.com. Instead enter www.google.com.

Custom - Enter a path to a custom program and output file to run at a selected time interval. Program, parameters and output file - Enter program path. Optionally include a parameter that creates an output file, if applicable. For example: c:\temp\customcheck.bat > c:\temp\mytest.out. Output file path and name - Enter the name and path of the created output file. For example: c:\temp\mytest.out.

Monitor Alarm if output file contains / does not contain - Alarm if output file contains / does not contain the specified text. For example: Hello World. The following optional parameters display for all types of system checks: Every N Period - Enter the number of times to run this task each time period. Add - Add this system check to selected machine IDs. Replace - Add this system check to selected machine IDs and remove all existing system checks. Remove - Remove this system check from selected machine IDs. Custom Name - Enter a custom name that displays in alarm messages and formatted emails. Only alarm when service continues to not respond for N periods after first failure detected - Suppresses the triggering of a system check alarm for a specified number of periods after the initial problem is detected, if N is greater than zero. This prevents triggering an alarm for a temporary problem. Ignore additional alarms for N periods - Suppresses the triggering of additional alarms for the same system check for a specified number of periods after the initial problem is reported, if N is greater than zero. This prevents reporting multiple alarms for the same problem.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Delete
Click the delete icon to delete a system check.

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure

274

 E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Type
The type of system check: Web Server DNS Server Port Connection Ping Custom

Interval
The interval for the system check to recur.

Duration
The number of periods the system check alarm is suppressed, after the initial problem is detected. This prevents triggering an alarm for a temporary problem.

ReArm
The number of periods to ignore additional alarm conditions after the first one is reported. This prevents creating multiple alarms for the same problem.

LAN Watch
Monitor > LAN Watch Agent > LAN Watch LAN Watch uses an existing VSA agent (page 596) on a managed machine to periodically scan the local area network for any and all new devices connected to that LAN since the last time LAN Watch ran. These new devices can be workstations and servers without agents or SNMP devices (page 609). Optionally, the VSA can send an alert (page 597) when a LAN Watch discovers any new device. LAN Watch effectively uses the agent as a proxy to scan a LAN behind a firewall that might not be accessible from a remote server.

Using Multiple Machines on the Same LAN

Typically, you do not have to run a LAN Watch on more than one machine in a scan range. Some reasons to do a LAN Watch on multiple machines within the same scan range include: There are multiple SNMP Communities within the same scan range and therefore there are multiple machines with different SNMP Community Read values. There are multiple vPro-enabled credentials required. There are different alert configurations required. The user wishes to have redundant SNMP monitoring.

Using the Same Operating System for Discovery and Agent Installs
Windows, Macintosh, and Linux agents can discover Windows, Macintosh, and Linux machines on the same LAN using LAN Watch (page 57). Agent > Install Agents (page 61) can only install agents on: Windows machines if the LAN Watch discovery machine was a Windows machine.

Monitor Macintosh machines if the LAN Watch discovery machine was a Macintosh machine. Linux machines if the LAN Watch discovery machine was a Linux machine.
Note: Macintosh agent install packages require a credential when using Agent > Install Agent, or when installing agents using the /s "silent install" switch. Note: For Linux machines, the root username alonewithout a hostname or domainmust be used.

LAN Watch and SNMP

The LAN Watch discovery machine issues the SNMP requests to the SNMP devices it discovers on the same LAN. So you must run LAN Watch first to have access to SNMP-enabled devices using the VSA. To include SNMP devices in the discovery scan performed by LAN Watch: 1. Select a machine ID on the same LAN as the SNMP devices you want to discover. 2. Specify the IP range to scan using the Scan IP Range fields. The fields default to the first 1024 IP addresses your selected machine ID belongs to. 3. Check the Enable SNMP checkbox. 4. Enter a community name in the Read Community Name and Confirm fields. A community name is a credential for gaining access to an SNMP-enabled device. The default "read" community name is typically public, in all lower case, but each device may be configured differently. You may have to identify or reset the community name on the device directly if you're not sure what community name to use. 5. Click the Schedule button, select scheduling parameters, then click the Submit button. The Schedule dialog closes. The Last Scan Started displays the time the LAN Watch started scanning, once it has begun. The SNMP Active column confirms that SNMP-enabled devices are being scanned as part of the LAN Watch. 6. Review discovered SNMP-enabled devices using the Monitor > Assign SNMP page.

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to stop the scheduled scan. Cancel also deletes all records of the devices identified on a LAN from the VSA. If you re-schedule LAN Watch after clicking Cancel, each device on the LAN is re-identified as though for the first time.

276

Scan IP Range
Set the minimum and maximum IP addresses to scan here. Selecting a machine ID to scan, by checking the box next to that machine's name, automatically fills in the minimum and maximum IP range based on that machine's IP address and subnet mask.
Note: LAN Watch does not scan more than 2048 IP addresses. If the subnet mask of the machine running LAN Watch specifies a larger IP range, LAN Watch limits it to 2048 addresses. LAN Watch only detects addresses on the local subnet to the machine you run LAN Watch from. For example, with a subnet mask of 255.255.255.0, there can be no more that 253 other devices on the local subnet.

Enable SNMP
If checked, scan for SNMP devices (page 609) within the specified Scan IP Range.

Read Community Name / Confirm

LAN Watch can only identify SNMP devices that share the same SNMP Community (page 609) Read value as the managed machine performing the LAN Watch. Enter the value in the Read Community Name and Confirm text boxes.
Note: Community names are case sensitive. Typically the default read community name value is public, but may be reset by an administrator to Public, PUBLIC, etc.

Enable vPro
Windows only. If checked, identify vPro (page 612)-enabled machines within the specified Scan IP Range. A machine does not need to be a vPro machine to discover vPro machines using LAN Watch. If a vPro machine is used as the LAN Watch discovery machine, it cannot discover itself.
Note: vPro configuration is a prerequisite to using this feature. Refer to the latest Intel documentation for information on how to configure vPro. At the time of this writing, the following link leads to the Intel documentation: http://communities.intel.com/community/openportit/vproexpert (http://communities.intel.com/community/openportit/vproexpert).

Username / Password / Confirm

Enter the appropriate vPro credentials to return hardware asset details about vPro machines discovered during the LAN Watch. Typically the same credentials are defined for all vPro machines on the same LAN. The results are displayed using Agent > View vPro (page 69).
Note: vPro-enabled machines with a vPro credential can be powered up, powered-down or rebooted using Remote Control > Power Management (page 381).

Enable Alerts
If Enable Alerts is checked and a new device is discovered by LAN Watch, an alert is sent to all email addresses listed in Email Recipients. LAN Watch alerts and email recipients can also be specified using the Monitor > Alerts (page 222) page.
Note: Machines that have not been connected to the LAN for more than 7 days and then connect are flagged as new devices and will generate an alert.

Monitor

Email Recipients
If alerts are enabled, enter the email addresses where alert notifications are sent. You can specify a different email address for each managed machine, even if it is for the same event. The From email address is specified using System > Outbound Email (page 436).

Ignore devices seen in the last <N> days

Enter the number of days to suppress alerts for new devices. This prevents creating alerts for devices that are connected to the network temporarily.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Skip alert if MAC address matches existing agent

Checking this box suppresses alerts if the scan identifies that the MAC address of a network device belongs to an existing managed machine with an agent on it. Otherwise a managed machine that was offline for several days and comes back online triggers an unnecessary alert during a LAN Watch.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

IP Range Scanned
The IP addresses that are scanned by the selected machine ID when LAN Watch runs.

Last Scan
This timestamp shows when the last scan occurred. When this date changes, new scan data is available to view.

Primary DC
Windows only. If a primary domain controller icon displays, this machine ID is a primary domain controller (page 608). If checked, performing a scan on a primary domain controller running Active Directory enables you to "harvest" the users and computers throughout a domain. You can subsequently install VSA agents automatically on computers listed in Active Directory and create VSA

278

users and VSA users based on Active Directory administrator credentials. See View AD Computers (page 64) and View AD Users (page 66).

SNMP Active
If the SNMP icon displays, SNMP devices are included in the scheduled scan.

vPro Active
Windows only. If the vPro icon displays, vPro machines are included in the schedule scan.

Alert Active
If checked LAN Watch alerts are enabled for this scan.

Assign SNMP
Monitor > Assign SNMP The Assign SNMP page creates SNMP alerts for SNMP devices discovered using a LAN Watch (page 275). An alert (page 597) is a response to an alarm condition. A SNMP set is a set of MIB objects used to monitor the performance of SNMP enabled network devices (page 609). The SNMP protocol is used because an agent cannot be installed on the device. You can assign alarm thresholds to any performance object in a SNMP set. If you apply the SNMP set to a device, you can be notified if the alarm threshold is exceeded. The following methods can be used to configure and assign SNMP sets to machine IDs. SNMP quick sets - Creates and assigns a device-specific SNMP set based on the objects discovered on that device during a LAN Watch. SNMP quick sets (page 609) are the easiest method of implementing SNMP monitoring on a device. SNMP standard sets - These are usually generic SNMP sets that are maintained and applied to multiple devices. A quick set, once created, can be maintained as a standard set. SNMP individualized sets - This is a standard SNMP set that is applied to an individual device and then customized manually. SNMP auto learn - This is a standard SNMP set that is applied to an individual device and then adjusted automatically using auto learn. SNMP types - This is a method of assigning standard SNMP sets to devices automatically, based on the SNMP type (page 610) determined during a LAN Watch. Typically the following procedure is used to configure and apply SNMP sets to devices. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). This can include quick, standard, individualized or auto learn SNMP sets. 3. Display SNMP alarms using Monitor > SNMP Log (page 287) or Dashboard List (page 191). The following additional SNMP functions are available and can be used in any order. Optionally review the list of all imported SNMP objects using Monitor > Monitor Lists (page 204). Optionally maintain SNMP sets using Monitor > SNMP Sets (page 214). Optionally add an SNMP object using Monitor > Add SNMP Object (page 220). Optionally assign a SNMP type to an SNMP device manually using Monitor > Set SNMP Type (page 290). Optionally write values to SNMP devices using Monitor > Set SNMP Values (page 289).

Individualized SNMP Sets

You can individualize SNMP set settings for a single machine.

Monitor 1. Select a standard SNMP set using the <Select Monitor Set> drop-down list. 2. Assign this standard SNMP set to a SNMP device. The SNMP set name displays in the SNMP Info / SNMP Set column. 3. Click the individualized monitor set icon in the SNMP Info / SNMP Set column to display the same options you see when defining a standard SNMP set (page 214). An individualized SNMP set adds an (IND) prefix to the name of the SNMP set. 4. Make changes to your new individualized SNMP set. These changes apply only to the single SNMP device it is assigned to.
Note: Changes to a standard SNMP set have no affect on individualized SNMP sets copied from it.

Auto Learn Alarm Thresholds for SNMP Sets

You can enable Auto Learn alarm thresholds for any standard SNMP set or quick set you assign to selected SNMP devices. This automatically fine-tunes alarm thresholds based on actual performance data on a per SNMP device basis. Each assigned SNMP device generates performance data for a specified time period. During that time period no alarms are triggered. At the end of the Auto Learn session, the alarm threshold for each assigned SNMP device is adjusted automatically based on the actual performance of the SNMP device. You can manually adjust the alarm threshold values calculated by Auto Learn or run another session of Auto Learn again. Auto Learn cannot be used with individualized SNMP sets. To apply Auto Learn settings to selected SNMP devices: 1. Select a standard SNMP set using the <Select SNMP Set> drop-down list. Or click the edit icon of an SNMP set already assigned to a device to populate the <Select SNMP Set> drop-down list with its identifier. 2. Click Auto Learn to display the Auto Learn (page 268) popup window. Use a wizard to define parameters used to calculate alarm threshold values. 3. Assign this standard SNMP set, modified by your Auto Learn parameters, to selected SNMP devices, if not already assigned. Once Auto Learn is applied to a machine ID and runs for the specified time period, you can click the override auto learn icon for a specific SNMP device and manually adjust the calculated alarm threshold values. You can also re-run Auto Learn again, using a new session of actual performance data to re-calculate alarm threshold values.

Quick Sets
The SNMP Info link page displays a list of MIB objects provided by the specific SNMP device you selected. These MIB objects are discovered by performing a limited SNMP "walk" on all discovered SNMP devices each time a LAN Watch (page 275) is performed. You can use the list of discover MIB objects to instantly create a device-specific SNMP setcalled a quick setand apply it to the device. Once created, quick sets are the same as any standard set. They display in your private folder in Monitor > SNMP Sets and in the drop-down list in Monitor > Assign SNMP. A (QS)prefix reminds you how the quick set was created. Like any other standard set, quick sets can be individualized for a single device, used with Auto Learn, shared with other users, and applied to similar devices throughout the VSA. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). 3. Click the hyperlink underneath the name of the device, called the SNMP info (page 284) link, in the Assign SNMP page to display a dialog. Click Discovered MIB Objects and select one or more of the MIB objects that were discovered on the SNMP device you just selected. Click Quick Set Items and, if necessary, edit the alarm thresholds for selected MIB objects. Enter a name after the (QS) prefix in the header of the dialog. 280

 Click the Apply button to apply the quickset to the device. 4. Display SNMP monitoring data returned by the quick set using Monitor > SNMP Log (page 287), the same as you would for any other standard SNMP set. 5. Optionally maintain your new quick set using Monitor > SNMP Sets (page 610).

To Create a SNMP Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Select the SNMP set to add or replace. 4. Check the SNMP device to apply the alert to. 5. Click the Apply button.

To Cancel a SNMP Alert

1. Select the SNMP device checkbox. 2. Click the Clear button. The alert information listed next to the SNMP device is removed.

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: Monitoring threshold alarm Monitoring trending threshold alarm Monitoring exit alarm state notification
Note: Changing this email alarm format changes the format for all monitor set and SNMP set emails.

The following variables can be included in your formatted email alerts. Within an Email
<ad> <ao> <at> <av> <cg> <db-view.column>

Within a Procedure
#ad# #ao# #at# #av# #cg# not available

Description
alarm duration alarm operator alert time alarm threshold event category Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> SNMP device name group ID machine ID

<dv> <gr> <id>

#dv# #gr# #id#

Monitor
<ln> <lo> <lv> <mn> #ln# #lo# #lv# #mn# #subject# monitoring log object name monitoring log object type: counter, process, object monitoring log value monitor set name subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

#body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

(Apply Filter)
Enter text in the filter edit box, then click the funnel icon to apply filtering to the drop-down list displayed in Select SNMP Set. Filtering is case-insensitive. Match occurs if filter text is found anywhere in the set name.

Select SNMP Set

Select SNMP sets from the Select SNMP Set list, then click the Apply button to assign the SNMP set to selected machine IDs. You may assign more than one SNMP set to a machine ID. Add or edit SNMP sets using Monitor > SNMP Sets (page 214).

282

Note: Sample SNMP sets do not display in the Assign SNMP (page 279) > Select SNMP Set drop-down list. Create a copy of a sample SNMP set by selecting the sample set in SNMP Sets (page 214) and clicking the Save As button. Your copy of the sample SNMP set will display in the drop-down list. In a SaaS (page 611)-based VSA, Save and Save As buttons are available. You can make changes to the sample set and use it immediately, because it does not get refreshed.

Add Monitor Set

Adds the selected SNMP set to selected SNMP devices.

Replace Monitor Set(s)

Adds the selected SNMP set to selected SNMP devices and removes all other SNMP sets currently assigned to selected SNMP device.

Edit SNMP List

Manually add a new SNMP device or edit the information of existing SNMP devices. Enter the IP and MAC address, name and description for the SNMP device. You can also enter the sysDescr, sysLocation and sysContact values typically returned by polling.

Apply
Applies the selected SNMP set to selected SNMP devices.

Clear
Clears the assignment of a selected SNMP set from selected SNMP devices.

Clear All
Clears all SNMP sets assigned to selected SNMP devices.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Name / Type
The name returned by the ARP protocol when a LAN Watch (page 275) is performed.

Device IP
The IP address of the SNMP device.

MAC Address
The MAC address of the SNMP device.

SNMP Info
Displays the name returned by the SNMP protocol when a LAN Watch is performed. Click the SNMP Info (page 284) link to display the SNMP objects for this SNMP device.

SNMP Sets
Displays the list of SNMP sets assigned to a SNMP device. - Edit - Always displays next to an SNMP set. Click this icon to set header parameters to those matching the selected SNMP device.

Monitor - Override auto learn values - Displays if Auto Learn is applied to this standard SNMP set. Click this icon to display or change the actual values calculated by Auto Learn (page 268) for this SNMP set on this SNMP device. - Individualized monitor set - Displays if Auto Learn is not applied to this standard SNMP set. Click this icon to create or make changes to a copy of this standard SNMP set (page 214) that is individualized for this SNMP device. An individualized SNMP set adds an (IND) prefix to the name of the SNMP set.

ATSE
The ATSE response code assigned to machine IDs or SNMP devices (page 609): A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

SNMP Quick Sets

Monitor > Assign SNMP > SNMP Info link The SNMP Info link page displays a list of MIB objects provided by the specific SNMP device you selected. These MIB objects are discovered by performing a limited SNMP "walk" on all discovered SNMP devices each time a LAN Watch (page 275) is performed. You can use the list of discover MIB objects to instantly create a device-specific SNMP setcalled a quick setand apply it to the device. Once created, quick sets are the same as any standard set. They display in your private folder in Monitor > SNMP Sets and in the drop-down list in Monitor > Assign SNMP. A (QS)prefix reminds you how the quick set was created. Like any other standard set, quick sets can be individualized for a single device, used with Auto Learn, shared with other users, and applied to similar devices throughout the VSA. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). 3. Click the hyperlink underneath the name of the device, called the SNMP info (page 284) link, in the Assign SNMP page to display a dialog. Click Discovered MIB Objects and select one or more of the MIB objects that were discovered on the SNMP device you just selected. Click Quick Set Items and, if necessary, edit the alarm thresholds for selected MIB objects. Enter a name after the (QS) prefix in the header of the dialog. Click the Apply button to apply the quickset to the device. 4. Display SNMP monitoring data returned by the quick set using Monitor > SNMP Log (page 287), the same as you would for any other standard SNMP set. 5. Optionally maintain your new quick set using Monitor > SNMP Sets (page 610). Use the following tabs on the SNMP Info link page to configure an SNMP quick set.

Discovered MIB Objects tab

The Discovered MIB Objects tab lists all objects sets discovered by the last SNMP "walk" that apply to the selected SNMP device. You can use this tab to add objects and instances to an SNMP quick set for this device. Add Instance - Click to add this instance of this object to an SNMP "quick set" displays in the SNMP Set tab of this same window. 284

 Add All Instances - Click to add all instances of this object to an SNMP "quick set" displays in the SNMP Set tab of this same window. SNMP Object - The name of the SNMP object. If no name is provided for the object, the OID numerical designation displays. Instance - The instance of the object. Many objects have multiple instances, each of which have a different value. For example, the different instances could be ports on a router, or paper trays on a printer. The field is blank if the last number of an OID is zero, which indicates there can only be one member of this object. If an instance is not blank, or any number other than 0, than more than one "instance" of this same object exists for the device. You can specify monitoring of multiple instances of an object by entering a range of numbers, such as 1-5,6 or 1,3,7. You can also enter All. Current SNMP Value - The value returned by the object/instance combination by the latest SNMP "walk".

Quick Set Items tab

The Quick Set Items tab configures the objects and instances selected to be included in your SNMP quick set. Click the edit icon to define SNMP monitoring attributes for the selected objects. You can also use the Add button to add a new object and set these same attributes. SNMP Object - The SNMP object name or OID number. SNMP Instance - The last number of an object ID may be expressed as a table of values instead of as a single value. If the instance is a single value, enter 0. If the instance is a table of values, enter a range of numbers, such as 1-5,6 or 1,3,7. You can also enter All. Alarm Operator - For character string return values, the options are Changed, Equal or NotEqual. For numeric return values, the options are Equal, NotEqual, Over, or Under. Alarm Threshold - Set a fixed value that the returned value is compared to, using the selected Alarm Operator, to determine when an alarm is triggered. Value Returned as - If the MIB object returns a numeric value, you can choose to return this value as a Total or a Rate Per Second. Current SNMP Value - The value returned by the object/instance combination by the latest SNMP "walk". SNMP Sets tab

SNMP Icons tab

Customize the alarm icons for this specific SNMP quick set. See SNMP Icons (page 221) for a general explanation of how to use this page.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Commit
Save changes made to this page.

Cancel
Ignore any changes made to this page and return to the SNMP Sets list.

Clear
Clears all SNMP objects from all tabs. The default list of objects repopulates the Discover Objects Set tab a few minutes later.

Monitor

Auto Learn - SNMP Sets

Monitor > Assign SNMP > Auto Learn The Auto Learn Alarm Thresholds window maintains auto learn alarm thresholds for SNMP sets. You can enable Auto Learn alarm thresholds for any standard SNMP set or quick set you assign to selected SNMP devices. This automatically fine-tunes alarm thresholds based on actual performance data on a per SNMP device basis. Each assigned SNMP device generates performance data for a specified time period. During that time period no alarms are triggered. At the end of the Auto Learn session, the alarm threshold for each assigned SNMP device is adjusted automatically based on the actual performance of the SNMP device. You can manually adjust the alarm threshold values calculated by Auto Learn or run another session of Auto Learn again. Auto Learn cannot be used with individualized SNMP sets. To apply Auto Learn settings to selected SNMP devices: 1. Select a standard SNMP set using the <Select SNMP Set> drop-down list. Or click the edit icon of an SNMP set already assigned to a device to populate the <Select SNMP Set> drop-down list with its identifier. 2. Click Auto Learn to display the Auto Learn (page 268) popup window. Use a wizard to define parameters used to calculate alarm threshold values. 3. Assign this standard SNMP set, modified by your Auto Learn parameters, to selected SNMP devices, if not already assigned. Once Auto Learn is applied to a machine ID and runs for the specified time period, you can click the override auto learn icon for a specific SNMP device and manually adjust the calculated alarm threshold values. You can also re-run Auto Learn again, using a new session of actual performance data to re-calculate alarm threshold values.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Edit
Click the edit icon alarm thresholds. to use a wizard that leads you through the three steps required to edit auto learn

1. Enable Auto Learn for this SNMP object, if appropriate, by selecting Yes - Include. If No - Do not include is selected, no other selections in this wizard are applicable. Time Span - Enter the period of time performance data is collected and used to calculate alarm thresholds automatically. Alarms will not be reported during this time period. 2. Displays the SNMP Object of the alarm threshold being modified. This option cannot be changed. Interface 3. Enter calculated value parameters. Computation - Select a calculated value parameter. Options include MIN, MAX or AVG. For example, selecting MAX means calculate the maximum value collected by an SNMP object during the Time Span specified above. % Increase - Add this percentage to the Computation value calculated above, with the Computation value representing 100%. The resulting value represents the alarm threshold. Minimum - Set a minimum value for the alarm threshold. The value is automatically calculated as two standard deviations below the calculated Computation value, but can be manually overridden. 286

 Maximum - Set a maximum value for the alarm threshold. The value is automatically calculated as two standard deviations above the calculated Computation value, but can be manually overridden.

Next
Move the user to the next wizard page.

Previous
Move the user back to the previous wizard page.

Cancel
Ignore any changes made to wizard pages and return to the Counter Objects list.

Save
Save changes made to the wizard pages.

SNMP Log
Monitor > SNMP Log The SNMP Log page displays SNMP log data of MIB objects (page 609) in a SNMP Set (page 214) in chart or table formats. 1. Click a machine ID link to list all SNMP devices associated with a machine ID. 2. Click the IP address or name of an SNMP device to display all SNMP sets and MIB objects assigned to the SNMP device. 3. Click the expand icon to display the collection and threshold settings for a MIB object. 4. Click the down arrow icon to display MIB object log data in chart or table formats. 5. Click the Bar Chart or Table radio options to select the display format for log data. SNMP monitor objects can contain multiple instances and be viewed together within one chart or table. For example, a network switch may have 12 ports. Each is an instance and can contain log data. All 12 instances can be combined in one chart or table. SNMP bar charts are in 3D format to allow for multiple instance viewing.

Machine ID.Group ID / SNMP Devices

All machines assigned to SNMP monitoring and currently matching the Machine ID / Group ID filter (page 26) are displayed. Clicking the machine ID link displays all SNMP devices associated with the machine ID. Click the SNMP device link to display all MIB objects associated with the SNMP device.

View
Click the View link to display log data for a MIB object in a chart or table.

Remove
Click Remove to remove log data from a chart or table.

View All
If the SNMP monitor object has multiple instances, clicking the View All link displays all data for every instance.

Monitor

Remove All
If the SNMP monitor object has multiple instances, clicking the Remove All link removes all data displayed for each instance.

Monitor Set Name

The name of the SNMP set the MIB object belongs to.

Get Object Name

The name of the MIB object used to monitor the SNMP device.

Description
The description of MIB object in the SNMP set.

Bar Chart / Table

Select the Bar Chart or Table radio button to display data in either format. A bar chart displays the last 2000 data points at the sample interval rate. The background of the chart displays in red for alarm threshold, yellow for warning threshold and green for no alarm. Table log data displays the most current values first and displays alarm and warning icons on log data that falls within these thresholds. See Define SNMP Set (page 216) for more information.

Display Last
Bar charts display log data for the last number of intervals selected. For example, if you select Display Last 500 minutes, each bar in the chart represents 1 minute.

Save View
You can save custom views for each MIB object. The next time this MIB object is selected the saved information is loaded.

Log rows per Page

These fields only display in Table format. Select the number of rows to display per page.

Display Value Over / Under Value

These fields only display in Table format. Filter the table rows displayed by filtering log data that is over or under the value specified.

Refresh
Click the refresh button to display the most current log data. If your monitor doesn't show any log values, verify the following. 1. If there are no values returned, check the collection threshold for MIB objects in SNMP sets. If no values on the monitored device meet the collection threshold they are not included in the SNMP log. 2. The log value sample interval is determined by the total number of SNMPGet commands retrieving information from SNMP devices to the agent of the machine ID. The more SNMPGet commands the larger the sample interval. Check all SNMP devices associated with a machine ID. If some SNMPGet commands are returning values but others are not, the SNMPGet commands for the failed requests are not compatible. If a monitor isn't responding, the log displays the message Monitor Not Responding. The SNMPGet command is incompatible with the device.

288

Set SNMP Values

Monitor > Set SNMP Values The Set SNMP Values page enables you to write values to SNMP network devices. The SNMP objects must be Read Write capable and requires entering the Write Community password assigned to the SNMP device. An SNMP community is a grouping of devices and management stations running SNMP. SNMP information is broadcast to all members of the same communiity on a network. SNMP default communities are: Write = private Read = public
Note: This page only displays machines that have been previously identified using a LAN Watch (page 275).

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine ID.Group ID
Lists Machine ID.Group IDs (page 604) currently matching the Machine ID / Group ID filter (page 26) and assigned a SNMP Community (page 609) name. Click a machine ID to display SNMP devices associated with that machine ID.

SNMP Device
Select the specific SNMP device of interest. This displays a history of SNMPSet values written to an SNMP device by the agent of the machine ID.

Create a SNMPSet command

Click Create a SNMPSet command to write a new value to this SNMP device. The following fields display: Description - Enter an easy to remember description of this event. This displays in the history of SNMPSet values for this SNMP device. MIBObject - Select the MIB object. Click Add Object (page 220) to add a MIB object that currently does not exist on the Monitor Lists (page 204) page. SNMP Version - Select a SNMP version. Version 1 is supported by all devices and is the default. Version 2c defines more attributes and encrypts the packets to and from the SNMP agent. Only select version 2c if you know the device supports version 2c. writeCommunity - The write Community password for the SNMP device. The default write community password is private. timeOutValue - Enter the number of seconds to wait for the SNMP device to respond before the write command times out.

Monitor setValue - Enter the value to set the selected MIB object on the SNMP device. attempts - Enter the number of times to try and write to the MIB object, if it fails to accept the write command.

Execute SNMPSet
Prepares a procedure that executes a SNMPSet command for the selected SNMP device.

Cancel
Ignores any data entered and re-displays the Create a SNMP command link and history.

Set SNMP Type

Monitor > Set SNMP Type The Set SNMP Type page assigns types to SNMP devices manually. SNMP devices assigned to one of these types are monitored by SNMP sets of the same type. You can also give individual SNMP devices custom names and descriptions as well as remove the device from your database. Most SNMP devices are classified as a certain type of SNMP device using the MIB object system.sysServices.0. For example, some routers identify themselves as routers generically by returning the value 77 for the system.sysServices.0 MIB object. You can use the value returned by the system.sysServices.0 MIB object to auto assign SNMP sets to devices, as soon as they are discovered by a LAN Watch.
Note: The entire OID for system.sysServices.0 is .1.3.6.1.2.1.1.7.0 or .iso.org.dod.internet.mgmt.mib-2.system.sysServices.

You can assign SNMP sets (page 610) to devices (page 609) by type automatically as follows: 1. Add or edit SNMP types using the SNMP Device tab in Monitor > Monitor Lists (page 204). 2. Add or edit the value returned by the MIB object system.sysServices.0 and associated with each SNMP type using the SNMP Services tab in Monitor > Monitor Lists. 3. Associate a SNMP type with a SNMP set using the Automatic Deployment to drop-down list in Monitor > SNMP Sets > Define SNMP Set (page 216). 4. Perform a LAN Watch (page 275). During the LAN Watch SNMP devices are automatically assigned to be monitored by SNMP sets if the SNMP device returns a value for the system.sysServices.0 MIB object that matches the SNMP type associated with those SNMP sets. You can also assign SNMP sets (page 610) to devices (page 609) manually as follows: 1. Assign a SNMP type to an SNMP device using Monitor > Set SNMP Type (page 290). Doing so causes SNMP sets using that same type to start monitoring the SNMP device.

Assign
Applies the selected SNMP type to selected SNMP devices.

Delete
Removes selected SNMP devices from your database. If the device still exists the next time a LAN Watch is performed, the device will be re-added to the database. This is useful if a device's IP or MAC address changes.

290

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Name
List of SNMP devices generated for the specific machine ID by a LAN Watch (page 275).

Type
The SNMP type assigned to the SNMP device.

Custom Name
The custom name and custom description assigned to the SNMP device. If a device is given a custom name, the custom name displays instead of the SNMP name and IP address in alarms and in the SNMP log. To change the custom name and description click the edit icon next to the custom name.

Device IP
The IP address of the SNMP device.

MAC Address
The MAC address of the SNMP device.

SNMP Name
The name of the SNMP device.

Parser Summary
Monitor > Parser Summary The Parser Summary page displays and optionally define alerts for all parser sets assigned to all machine IDs within the user's scope. Parser Summary can also copy parser sets assignments to multiple machine IDs.
Note: Copying a parser set to a machine ID on this page activates the log parser on the machine IDs it is copied to. Parsing occurs whenever the log file being parsed is updated. Note: You can download a Configuring Log Parsers Step-by-Step PDF from the first topic of online user assistance.

Log Monitoring Setup

1. Log Parser - Identify a log file to parse using a log file parser definition. A log file parser definition contains the log file parameters used to store values extracted from the log file. Then assign the log parser to one or more machines. 2. Assign Parser Sets - Define a parser set to generate Log Monitoring records, based on the specific values stored in the parameters. Activate parsing by assigning a parser set to one or more machine IDs previously assigned that log parser. Optionally define alerts. 3. Parser Summary - Quickly copy active parser set assignments from a single source machine to other machine IDs. Optionally define alerts.

Notification
The agent collects log entries and creates an entry in the log monitoring log based on the criteria

Monitor defined by the parser set, whether or not any of the notification methods are checked. You don't have to be notified each time a new log monitoring entry is created. You can simply review the Log Monitoring log (page 305) periodically at your convenience.

To Copy Parser Set Assignments

1. Select a source machine to copy parser set assignments from. 2. Select machine IDs to copy parser set assignments to. 3. Click Copy.

To Create a Parser Set Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Check the machine IDs to apply the alert to. 4. Click the Apply button.

To Cancel a Parser Set Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: Log Monitoring parser alerts. Multiple log monitoring parser alerts. Missing log monitoring parser alert.
Note: Changing this email alarm format changes the format for both Assign Parser Sets and Parser Summary emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email
<ad> <at> <db-view.column>

Within a Procedure
#ad# #at# not available

Description
duration alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> event count event description

<ec> <ed>

#ec# #ed#

292

<gr> <id> <lpm> <lpn> <lsn>

#gr# #id# #lpm# #lpn# #lsn# #subject#

group ID machine ID Log file set criteria Log parser set name Log file set name subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

#body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Copy
Click Copy to copy the parser sets of the machine ID selected using the this machine ID link to other machine IDs selected in the paging area.

Apply
Applies alert checkbox settings to selected machine IDs.

Clear All
Clears all alert checkbox settings from selected machine IDs.

Monitor

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Delete
Click the delete icon next to a parser set to delete its assignment to a machine ID.

Log Set Names

Lists the names of parser sets assigned to this machine ID.

ATSE
The ATSE response code assigned to machine IDs: A = Create Alarm T = Create Ticket S = Run Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Interval
The interval to wait for the alert event to occur or not occur.

Duration
Applies only if Alert when this event occurs <N> times within <N> <periods> is selected. Refers to <N> <periods>.

Re-Arm
Applies only if Ignore additional alarms for <N> <periods> is selected.

294

Log Parser
Monitor > Log Parser The Log Parser page defines log parsers and assigns them to selected machine IDs.
Note: You can download a Configuring Log Parsers Step-by-Step PDF from the first topic of online user assistance. Note: The log parsers are only active if they are subsequently assigned a log parser set using Assign Parser Sets (page 300).

Log Monitoring
The VSA is capable of monitoring data collected from many standard log files (page 603). Log Monitoring extends that capability by extracting data from the output of any text-based log file. Examples include application log files and syslog (page 611) files created for Unix, Linux, and Macintosh operating systems, and network devices such as Cisco routers. To avoid uploading all the data contained in these logs to the KServer database, Log Monitoring uses parser definitions and parser sets (page 607) to parse each log file and select only the data you're interested in. Parsed messages are displayed in Log Monitoring, which can be accessed using the Agent Logs tab of Live Connect (page 384) > Agent Data or the Machine Summary (page 137) page or by generating a report using the Agent > Logs - Log Monitoring (page 166) page. Users can optionally trigger alerts when a Log Monitoring record is generated, as defined using Assign Parsing Sets (page 300) or Parser Summary (page 291).

Log Monitoring Setup

1. Log Parser - Identify a log file to parse using a log file parser definition. A log file parser definition contains the log file parameters used to store values extracted from the log file. Then assign the log parser to one or more machines. 2. Assign Parser Sets - Define a parser set to generate Log Monitoring records, based on the specific values stored in the parameters. Activate parsing by assigning a parser set to one or more machine IDs previously assigned that log parser. Optionally define alerts. 3. Parser Summary - Quickly copy active parser set assignments from a single source machine to other machine IDs. Optionally define alerts.

The Log File Parsing Cycle

The parsing of a log file is triggered whenever the log file is changed. In most cases this involves appending new text to the end of the file. To avoid scanning the entire log file from the beginning each time the file is updated, the agent parses log files as follows: After each update the agent stores a "bookmark" of the last 512 bytes of a log file. When the log file is updated again, the agent compares the bookmark from the old update with the same byte position in the new update. Since log files may be archived before the log parser is run, parsing can include archives files if they exist. You can specify sets of log files and sets of archive files by specifying full pathnames with asterisk (*) and question mark (?) wildcards. If a set of files is specified the parser begins with the latest file in the set. If the bookmark text is the same in both the old update and the new update, the agent begins parsing text after the bookmark. If the bookmark text is not the same and no Log Archive Path is specified, the agent parses the entire log file from the beginning. If a Log Archive Path is specified, the agent searches for the bookmark in the archive files. If the bookmark cannot be found, the agent bookmarks the end of the log file and starts parsing from there in the next cycle.

Monitor Once parsing is completed a new bookmark is defined based on the last 512 bytes of the newly updated log file and the process repeats itself.
Note: The parsing of a log file is not a procedure event itself. Only a new configuration, or reconfiguration, using Log Parser, Assign Parser Sets or Parser Summary generates a procedure you can see in the Procedure History or Pending Procedure tabs of the Machine Summary page.

Apply
Click Apply to assign a selected log parser to selected machine IDs.

Clear
Click Clear to remove a selected log parser from selected machine IDs.

Clear All
Click Clear All to remove all log parsers from selected machine IDs.

New...
Select <Select Log Parser> in the Log File Parser drop-down list and click New... (page 296) to create a new log parser.

Edit...
Select an existing log parser in the Log File Parser drop-down list and click Edit... (page 296) to edit the log parser.

Add Log Parser / Replace Log Parsers

Select Add Log Parser to add a log parser to existing machine IDs. Select Replace Log Parsers to add a log parser and remove all other log parsers from selected machine IDs.

Log File Parser Definition

Monitor > Log Parser > Log File Parser Definition The Log File Parser Definition page defines templates and parameters used to parse log files. Definitions are subsequently assigned to machine IDs using the Log Parser (page 295) page. Log parsers are initially private, but can be shared with other users.

The Log File Parsing Cycle

The parsing of a log file is triggered whenever the log file is changed. In most cases this involves appending new text to the end of the file. To avoid scanning the entire log file from the beginning each time the file is updated, the agent parses log files as follows: After each update the agent stores a "bookmark" of the last 512 bytes of a log file. When the log file is updated again, the agent compares the bookmark from the old update with the same byte position in the new update. Since log files may be archived before the log parser is run, parsing can include archives files if they exist. You can specify sets of log files and sets of archive files by specifying full pathnames with asterisk (*) and question mark (?) wildcards. If a set of files is specified the parser begins with the latest file in the set. If the bookmark text is the same in both the old update and the new update, the agent begins parsing text after the bookmark. If the bookmark text is not the same and no Log Archive Path is specified, the agent parses the entire log file from the beginning. If a Log Archive Path is specified, the agent searches for the 296

bookmark in the archive files. If the bookmark cannot be found, the agent bookmarks the end of the log file and starts parsing from there in the next cycle. Once parsing is completed a new bookmark is defined based on the last 512 bytes of the newly updated log file and the process repeats itself.
Note: The parsing of a log file is not a procedure event itself. Only a new configuration, or reconfiguration, using Log Parser, Assign Parser Sets or Parser Summary generates a procedure you can see in the Procedure History or Pending Procedure tabs of the Machine Summary page.

Save
Select Save to save changes to a log file parser definition.

Save As...
Select Save As... to save a log file parser definition under a different name.

Delete
Select Delete to delete a log file parser definition.

Share...
You can share log file parser definitions you own with other VSA users (page 403), user roles (page 408), or make the procedure public to all users.

Parser Name
Enter the name of the parser.

Log File Path

Enter the full UNC pathname or mapped drive pathname on the target machine of the log file you want to parse. You can use asterisk (*) or question mark (?) wildcards to specify a set of log files. If a log file set is specified, the log parser starts with the latest log file first. Example: \\morpheus\logs\message.log or c:\logs\message.log. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82).

Log Archive Path

Enter the full UNC pathname or mapped drive pathname on the target machine of the archive files you want to parse. You can use asterisk (*) or question mark (?) wildcards to specify a set of archive files. If an archive set is specified, the log parser starts with the latest log file first. Example: If message.log is archived daily to a file in messageYYYYMMDD.log format, then you can specify c:\logs\message*.log. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82).

Description
Enter a description for the log parser.

Template
The template is used to compare with the log entry in the log file to extract out the required data into parameters. Parameters are enclosed with $ character in template.

Monitor Enter a pattern of text and log file parameters. This pattern is used to search from the beginning of each line in a log file. If a pattern finds a match in the log file, the log file parameters in the pattern are populated with the values extracted from the log file. You can use a percent (%) wildcard to specify an alphanumeric string of any length. A log file parameter is bracketed with the dollar ($) symbol. Enter $$ to match a pattern of text containing a $ symbol. Enter %% to match a pattern of text containing a % symbol.
Note: Template text patterns are case sensitive.

Example: Log text: 126 Oct 19 2007 12:30:30 127.0.0.1 Device0[123]: return error code -1! Template: $EventCode$ $Time$ $HostComputer$ $Dev$[$PID$]:%error code $ErrorCode$! Parsed result: EventCode=126 Time= 2007/10/19 12:30:30 Friday HostComputer=127.0.0.1 Dev=Device0 PID=123 ErrorCode=-1 Guidelines: To enter a tab character in the template edit box: 1. Copy and paste a tab character from log data. 2. Use {tab} if it is enter manually. To create a template it is easier to copy the original text into the template, then replace the characters that can be ignored with %. Then replace the characters that are saved to a parameter with a parameter name. Make sure all parameters in the template are defined in Log File Parameters. A date time parameter must have both date and time information from the source data, otherwise just use a string parameter.

Multilayer Template
If checked, multiple lines of text and log file parameters are used to parse the log file.
Note: The character string {tab} can be used as a tab character and {nl} can be used as a new line break. {nl} cannot be used in single line template. % can be used as wildcard character.

Output Template
Enter a pattern of text and log file parameters to store in Log Monitoring. Example: Output template: Received device error from $Dev$ on $HostComputer$. Code = $ErrorCode$. Result output: Received device error from Device0 on 127.0.0.1. Code = -1.

Apply
Click Apply to add or update a parameter entered in the Name field.

298

Clear All
Click Clear All to remove all parameters from the parameter list.

Log File Parameters

Name
Once the template is created, you need to define the list of parameters used by the template. All the parameters in the template have to be defined, otherwise the parser returns an error. Available parameters are integer, unsigned integer, long, unsigned long, float, double, datetime, string. The length of parameter name is limited to 32 characters. Enter the name of a parameter used to store a value. Parameters are subsequently used in the Template and Output Template text boxes.
Note: Do not bracket the name of the parameter with $ symbols in the Name field. This is only required when the parameter is entered in the Template and Output Template text boxes.

Type
Enter the data type appropriate for the parameter. If data parsed from a log file cannot be stored using that data type, the parameter remains empty.

Date Format
If the Type selected is Date Time, enter a Date Format. yy, yyyy, YY, YYYY - two or four digit year M - single or two digit month MM - two digit month MMM - abbreviation of month name, ex. "Jan" MMMM - full month name, ex. "January" D, d - single or two digit day DD, dd - two digit day DDD, ddd - abbreviation name of day of week, Ex. "Mon" DDDD, dddd - full name of day of week, ex. "Monday" H, h - single or two digit hour HH, hh - two digit hour m - single or two digit minute mm - two digit minute s - single or two digit second ss - two digit second f - one or more digit of fraction of second ff - fffffffff - two to nine digit t - one character time mark, ex. "a" tt - two-character time mark, ex. "am"

Monitor
Note: Date and time filtering in views and reports are based on the log entry time. If you include a $Time$ parameter using the Date Time data type in your template, Log Monitoring uses the time stored in the $Time$ parameter as the log entry time. If a $Time$ parameter is not included in your template, then the time the entry was added to Log Monitoring serves as the log entry time. Each date time parameter must contain at least the month, day, hour, and second data.

Example: Date time string: Oct 19 2007 12:30:30 DateTime template: MMM DD YYYY hh:mm:ss

UTC Date
Log Monitoring stores all date/time values as universal time, coordinated (UTC). This enables UTC date and times to be automatically converted to the user's local time when Log Monitoring data is displayed or when reports are generated. If blank, the date and time values stored in the log file parameter are converted from the local time of the machine ID assigned the log parser to UTC. If checked, the date and time values stored in the log file parameter are UTC and no conversion is necessary.

Assign Parser Sets

Monitor > Assign Parser Sets The Assign Parser Sets page creates and edits parser sets and assigns parsers sets to machine IDs. Optionally triggers an alert based on a parser set assignment. A machine ID only displays in the paging area if: That machine ID has been previously assigned a log file parser definition (page 296) using Monitor > Log Parser (page 295). That same log file parser definition is selected in the Select Log File Parser drop-down list.
Note: Assigning a parser set to a machine ID on this page activates the log parser. Parsing occurs whenever the log file being parsed is updated. Note: You can download a Configuring Log Parsers Step-by-Step PDF from the first topic of online user assistance.

Notification
The agent collects log entries and creates an entry in the log monitoring log based on the criteria defined by the parser set, whether or not any of the notification methods are checked. You don't have to be notified each time a new log monitoring entry is created. You can simply review the Log Monitoring log (page 305) periodically at your convenience.

Parser Definitions and Parser Sets

When configuring Log Monitoring (page 603) it's helpful to distinguish between two kinds of configuration records: parser definitions and parser sets. A parser definition is used to: Locate the log file being parsed. Select log data based on the log data's format, as specified by a template. Populate parameters with log data values. Optionally format the log entry in Log Monitoring. A parser set subsequently filters the selected data. Based on the values of populated parameters and 300

the criteria you define, a parser set can generate log monitoring entries and optionally trigger alerts. Without the filtering performed by the parser set, the KServer database would quickly expand. For example a log file parameter called $FileServerCapacity$ might be repeatedly updated with the latest percentage of free space on a file server. Until the free space is less than 20% you may not need to make a record of it in Log Monitoring, nor trigger an alert based on this threshold. Each parser set applies only to the parser definition it was created to filter. Multiple parser sets can be created for each parser definition. Each parser set can trigger a separate alert on each machine ID it is assigned to.

Log Monitoring Setup

1. Log Parser - Identify a log file to parse using a log file parser definition. A log file parser definition contains the log file parameters used to store values extracted from the log file. Then assign the log parser to one or more machines. 2. Assign Parser Sets - Define a parser set to generate Log Monitoring records, based on the specific values stored in the parameters. Activate parsing by assigning a parser set to one or more machine IDs previously assigned that log parser. Optionally define alerts. 3. Parser Summary - Quickly copy active parser set assignments from a single source machine to other machine IDs. Optionally define alerts.

To Create a Parser Set Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Select the parser set to add or replace. 4. Check the machine IDs to apply the alert to. 5. Click the Apply button.

To Cancel a Parser Set Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of monitoring alert emails can be sent and formatted: 1 - Log Monitoring parser alerts. 2 - Multiple log monitoring parser alerts. 3 - Missing log monitoring parser alert.
Note: Changing this email alarm format changes the format for both Assign Parser Sets and Parser Summary emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email
<ad>

Within a Procedure
#ad#

Description
duration

Monitor
<at> <db-view.column> #at# not available alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> event count event description group ID machine ID Log file set criteria Log parser set name Log file set name subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

<ec> <ed> <gr> <id> <lpm> <lpn> <lsn>

#ec# #ed# #gr# #id# #lpm# #lpn# #lsn# #subject#

#body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters.

302

 Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Select Log File Parser

Select a log parser from the Select log file parser drop-down list to display all machine IDs previously assigned this log parser using the Log Parser (page 295) page.

Define log sets to match

After a log parser is selected, click Edit (page 304) to define a new parser set or select an existing parser set from the Define log sets to match (page 304) drop-down list.

Alert when...
Specify the frequency of the parser set condition required to trigger an alert: Alert when this event occurs once Alert when this event occurs <N> times within <N> <periods> Alert when this event doesn't occur within <N> <periods> Ignore additional alarms for <N> <periods>

Add / Replace
Click the Add or Replace radio options, then click Apply to assign a selected parser set to selected machine IDs.

Remove
Click Remove to remove all parser sets from selected machine IDs.

Apply
Applies the selected parser set to checked machine IDs.

Clear
Clears the assignment of a selected parser set from selected machine IDs.

Clear All
Clears all parser sets assigned to selected machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled

Monitor The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Delete
Click the delete icon next to a parser set to delete its assignment to a machine ID.

Log Set Names

Lists the names of parser sets assigned to this machine ID.

ATSE
The ATSE response code assigned to machine IDs: A = Create Alarm T = Create Ticket S = Run Procedure E = Email Recipients

Email Address
A comma separated list of email addresses where notifications are sent.

Interval
The interval to wait for the alert event to occur or not occur.

Duration
Applies only if Alert when this event occurs <N> times within <N> <periods> is selected. Refers to <N> <periods>.

Re-Arm
Applies only if Ignore additional alarms for <N> <periods> is selected.

Log File Set Definition

Monitor > Assign Parser Sets
Select a log parser from the Select log file parser drop-down list. Then select <New Parser Set> or an existing parser set from the Define log set to match drop-down list. The Log File Set Definition popup window displays.

The Log File Set Definition page defines parser sets. A parser set is a list of conditions that must be matched to create a Log Monitoring record. Each condition combines a parameter, operator and value.

Parser Definitions and Parser Sets

When configuring Log Monitoring (page 603) it's helpful to distinguish between two kinds of configuration records: parser definitions and parser sets. A parser definition is used to: Locate the log file being parsed. Select log data based on the log data's format, as specified by a template. Populate parameters with log data values. Optionally format the log entry in Log Monitoring. 304

A parser set subsequently filters the selected data. Based on the values of populated parameters and the criteria you define, a parser set can generate log monitoring entries and optionally trigger alerts. Without the filtering performed by the parser set, the KServer database would quickly expand. For example a log file parameter called $FileServerCapacity$ might be repeatedly updated with the latest percentage of free space on a file server. Until the free space is less than 20% you may not need to make a record of it in Log Monitoring, nor trigger an alert based on this threshold. Each parser set applies only to the parser definition it was created to filter. Multiple parser sets can be created for each parser definition. Each parser set can trigger a separate alert on each machine ID it is assigned to.

To Create a New Parser Set

1. Enter a name for the parser set. 2. Optionally rename the parser set by entering a new name and click Rename to confirm the change. 3. Select a log file parameter from the Parser Column drop-down list. Log file parameters are defined using the Log File Parser Definition (page 296) this parser set is intended to filter. 4. Select an Operator from the drop-down list. Different data types provide different lists of possible operators. 5. Enter the value the log file parameter should have in the Log File Filter field to generate a Log Monitoring record.
Note: Template text patterns are case sensitive.

6. Click Add to add this parameter/operator/value combination to the list of conditions defined for this parser set. 7. Click Edit to edit and then Save an existing parameter/operator/value combination. 8. Click the delete icon to delete an existing parameter/operator/value combination.

Viewing Log Monitoring Entries

Log Monitoring entries are displayed in Log Monitoring, which can be accessed using: Agents > Agent Logs (page 34) > Log Monitoring > (parser definition) Live Connect (page 384) > Agent Data > Agent Logs > Log Monitoring > (parser definition). Live Connect is displayed by clicking the check-in status icon of a selected machine ID. Audit > Machine Summary (page 137) > Agent Logs tab > Log Monitoring > (parser definition). The Machine Summary page can also be displayed by alt-clicking the check-in status icon of a selected machine ID. The Info Center > Reports > Monitor - Logs > Log Monitoring report.

Chapter 8

Patch Management
In This Chapter
Patch Management Overview Scan Machine Patch Status Initial Update Pre/Post Procedure: Patch Management Automatic Update Machine History Machine Update Patch Update Rollback Cancel Updates Create/Delete: Patch Policy Membership: Patch Policy Approval by Policy Approval by Patch KB Override Windows Auto Update Reboot Action File Source Patch Alert Office Source Command Line Patch Location 309 314 316 317 319 321 322 323 325 328 329 330 331 333 335 337 339 341 344 346 350 352 355

307

Patch Management

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

308

Patch Management Overview

Use the Patch Management overview to monitor, scan, install, and verify Microsoft patches on managed machines. Patch management automates the process of keeping all your machines up to date with the latest patches. You decide how and when updates are applied on a per machine basis. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management. Functions
Scan Machine (page 314) Patch Status (page 316) Initial Update (page 317) Pre/Post Procedure (page 319)

Description
Determine what patches are missing on managed machines. Display a summary view of installed, missing and denied patches for each managed machine. Perform one-time processing of all approved patches on managed machines. Run procedures before and/or after patch Initial Update and Automatic Update.

Automatic Update (page 321) Update missing approved patches on managed machines automatically on a recurring basis. Machine History (page 322) Machine Update (page 323) Patch Update (page 325) Rollback (page 328) Cancel Updates (page 329) Create Delete (page 330) Membership (page 331) Approval by Policy (page 333) KB Override (page 337) Windows Auto Update (page 339) Reboot Action (page 341) File Source (page 344) Patch Alert (page 346) Office Source (page 350) Command Line (page 352) Patch Location (page 355) Display a detailed view of patch scan results for each managed machine. Schedule the installation of missing patches for an individual machine. Apply individual patches to multiple machines. Uninstall patches from managed machines. Cancel pending patch installations. Create and delete machine patch policies. Assign machine IDs as members of one or more patch policies. Approve or deny patches by patch policy.

Approval by Patch (page 335) Approve or deny patches by patch. Override patch policy default approval status by Microsoft knowledge base article. Remotely set the Windows Automatic Updates settings on selected machines. Determine whether or not to reboot the machine automatically after installing new patches. Specify where each machine gets new patch installation files from. Configure alerts for patch-related events, such as when a new patch becomes available for a managed machine. Specify an alternate source location for MS Office installation files. Set the command line parameters used to install patches. Specify the URL to download a patch from, when the system can not automatically locate it.

Patch Management

Methods of Updating Patches

The VSA provides five methods of applying Microsoft patches to managed machines: Initial Update is a one-time processing of all approved Microsoft patches applicable to a managed machine based on Patch Policy (page 607). Initial Update ignores the Reboot Action (page 341) policy and reboots the managed machine without warning the user as often as necessary until the machine has been brought up to the latest patch level. Initial Update should only be performed during non-business hours and is typically performed over a weekend on newly added machines. Automatic Update is the preferred method of updating managed machines on a recurring basis. Obeys both the Patch Policy and the Reboot Action policy. Patch Update - If you're using Automatic Update, then Patch Update is used on an exception basis to apply individual patches to multiple machines or for patches that originally failed on certain machines. Overrides the Patch Policy but obeys the Reboot Action policy. Machine Update - If you're using Automatic Update, then Machine Update is used on an exception basis to apply patches to individual machines. Overrides the Patch Policy but obeys the Reboot Action policy. Machine Update is often used to test a new patch prior to approving it for general release to all machines. Patch Deploy - You can also use a user defined procedure to install a Microsoft patch using Agent Procedures > Patch Deploy (page 123). Microsoft releases many hot fixes as patches for very specific issues that are not included in the Microsoft Update Catalog or in the Office Detection Tool, the two patch data sources the Patch Management module uses to manage patch updates. Patch Deploy enables customers to create a patch installation procedure for these hot fixes, via this wizard, that can be used to schedule the installation on any desired machine.
Note: You can install non-Microsoft applications using Agent Procedures > Application Deploy (page 124). When a pre-defined install solution cannot be used, use Agent Procedures > Packager (page 127) to create a self-extracting file ready for automated distribution.

Configuring Patch Management

Analyzing Patch Status
You can determine the patch status of managed machines using the following pages: Determine what patches are missing on managed machines using Scan Machine (page 314). Display a summary view of installed, missing and denied patches for each managed machine using Patch Status (page 316). Display a detailed view of patch scan results for each managed machine using Patch History (page 322).

Configuring Patch Management

Patch Management configuration options directly or indirectly affect the four Patch Management methods of installing patches as follows:
Initial Update Create/Delete (page 330) Approval by Policy (page 333) Approval by Patch Create a patch policy (page 607). Automatic Update Patch Update Machine Update

Membership (page 331) Assign machine IDs to a patch policy. Set patch approval policies. Set patch approval policies.

310

(page 335) KB Override (page 337) Overrides patch approval policies. Pre/Post Procedure (page 319) Reboot Action (page 341) File Source (page 344) Command Line (page 352) Patch Location (page 355) Patch Alert (page 346) Office Source (page 350) Run procedures before or after Initial Update and Automatic Update. Change the reboot policy for machine IDs. Change the file source location machines use to download patches. Change command line parameters for installing selected patches. Change the download URL for patches. Configure alerts for patch-related events. Create an alternate source location for Office patches. A credential (page 82) must be defined to use the Office Source page.

Note: Windows Auto Update (page 339) enable or disables Windows Auto Update on managed machines regardless of whether patches are installed on machine IDs.

Patch Processing
When you schedule a patch the following occurs: 1. The agent on the managed machine is told to start the update process at the scheduled time. 2. The patch executable is downloaded to the managed machine from where ever the File Source (page 344) is set for that machine ID. 3. The patch file is executed on the managed machine using the parameters specified in Command Line (page 352). You should never have to set these switches yourself, but just in case, this capability is there. 4. After all the patches have been installed the managed machine is rebooted. When reboots occur for a machine ID depends on the Reboot Action (page 341) assigned to that machine ID. Applies to Machine Update (page 323), Patch Update (page 325) and Automatic Update (page 321). Reboots in response to an Initial Update (page 317) always occur immediately and without warning the user. 5. The managed machine is rescanned automatically. It takes several minutes after the rescan is complete for this data to show up on the VSA. Wait several minutes before checking the patch state after a reboot.
Note: If you schedule multiple patches for installation on the same machine, all the patches are installed at the same time. After all the patches have been installed the machine reboots once. This technique saves time and reboots. Note: Service packs are always installed separately. If you are installing a service pack with other patches you will see a reboot after the service pack install and then another single reboot after all the other patches are installed.

Superseded Patches
A superseded patch is a patch that doesn't have to be installed because a later patch is available. A typical example is a service pack, which bundles many other patches that have been released before the service pack. If you install the service pack, you don't have to install all the earlier patches.

Patch Management Patch Management only reports patches superseded by a service pack. Superseded patches have a string appended to the title of the patch that indicates that it is superseded by Service Pack X. This string is displayed as dark red text with a yellow background to make it stand out. Example: Superseded By: KB936929 Windows XP Service Pack 3 (KB936929) The installation process installs superseded updates only if the service pack that supersedes these updates is not selected for installation. If the superseding service pack is selected for installation, the superseded updates are not downloaded or installed. A procedure log entry is added to indicate the update was skipped because it was superseded. You can deny all superseded patches using the Override Default Approval Status with Denied for superseded updates in this policy checkbox in Approval by Policy (page 333). In addition: Patch titles in the Patch Management (page 170) report include Superseded By: Service Pack X, when applicable. The patch filter on the patch approval pages now include the ability to filter on superseded/not superseded. Occasionally, the Superseded By warning displays as Superseded By: Unspecified. This is typically caused by a cross-operating system patch that is superseded by one or more service packs. This is likely to be seen on updates dealing with Media Player.

Update Classification
Microsoft updates are organized as follows: Update Classification
Security Updates

Classification Type (Non-Vista / Vista)

High Priority / Important Includes critical, important, moderate, low, and non-rated security updates. High Priority / Important High Priority / Important Optional Software / Recommended Optional Software / Recommended Optional Software / Recommended Optional Software / Recommended

Included in WSUSSCN2.CAB*
Yes

Critical Updates Update Rollups Service Packs Updates Feature Packs Tools

Yes Yes Typically not No No No

In those cases where a machine does not have Internet connectivity at the time of a machine patch scan, Kaseya uses Microsofts WSUSSCN2.CAB data file. Microsoft publishes this CAB file as needed. It contains a sub-set of the Microsoft Update Catalog. As seen in the table above, scan data for only the high priority updates and occasionally for service packs are included in the CAB file. The KServer automatically downloads the CAB file on a daily basis to make it available for those machines needing this type of scan. See Windows Automatic Update (page 612).

Patch Failure
After the patch installation attempt completesincluding the reboot if requestedthe system re-scans the target machine. If a patch still shows missing after the re-scan, failure is reported. Patches can fail for several reasons: Insufficient Disk Space - Patches are downloaded, or copied from a file share, to the local machine's hard disk. Several patches, especially service packs, may require significant additional local disk space to completely install. Verify the target machine has plenty of disk space available.

312

 Bad Patch File - The phrase Bad Patch File in the Comments column indicates the patch file failed to execute for some reason. If you schedule multiple patches to install as a batch and even one of them fails, all the patches are marked as Bad Patch File. The system is reporting a procedure failure and can not distinguish which patch in the procedure caused the failure. Corrupted Patch File - The downloaded patch file is corrupt. Missing Patch Location - The phrase Missing patch location in the Comments column means the URL used to download patches from the Microsoft website is missing. You can manually enter the correct location using the Patch Location (page 355) page. No Reboot - Several patches require a system reboot before they take effect. If your Reboot Action (page 341) settings did not allow a reboot, the patch may be installed but will not be effective until after the reboot. Command Line Failed - If the command line parameters set in the Command Line (page 352) function are incorrect, the patch executable typically displays a dialog box on the managed machine stating there is a command line problem. This error causes patch installation to halt and the patch installation procedure to terminate. The patch file remains on the managed machine and Install Failed is displayed. Enter the correct command line parameters for the patch and try again.
Note: Command line parameters for each patch apply globally and can only be changed by a master role user.

MS Office Command Line Failed - The only command line parameter permitted for use with Microsoft Office (prior to Office 2007) related patches is /Q. Because MS Office (prior to Office 2007) patches may require the Office installation CD(s), the use of the /Q command line parameter might cause the patch install to fail. If an Office related patch fails, remove the /Q command line parameter and try again.
Warning: The only switch permitted for use with Microsoft Office 2000, XP, and 2003 related patches (marked as Office) is /Q. If /Q is not specified, Microsoft Office 2000, XP, and 2003 switches will be reset to /INSTALL-AS-USER. Microsoft Office 2003 patches may also include the /MSOCACHE switch used to attempt a silent install if the MSOCache exists on the machine and the /INSTALL-AS-USER switch is set.

Patch Download Blocked - The patch file was never delivered to the machine. The system downloads the patch directly from the internet to either the KServer, a file share, or directly to the managed machine, depending on the machine ID's File Source (page 344) settings. The machine ID's firewall may be blocking these downloads. A patch file delivered to the agent with a size of only 1k or 2k bytes is an indication of this problem. User not logged in - In some cases a user on the machine being patched must be logged in to respond to dialogs presented by the install during the patch. The patch procedure automatically detects whether a user is currently logged in and will not continue if a user is not logged in. Reschedule the installation of the patch when a user is available and logged in to the machine. Credential does not have administrator rights - If a credential is defined for a machine ID, then Patch Management installs all new patches using this credential. Therefore, Set Credential (page 82) should always be a user with administrator rights. Manual install only - Not a patch failure, but a requirement. Some patches and service packs require passwords or knowledge of a customized setup that the VSA can not know. The VSA does not automatically install patches having the following warnings: Manual install only Patch only available from Windows Update web site No patch available; must be upgraded to latest version These updates must be installed manually on each machine.

Patch Management

Troubleshooting Patch Installation Failures

When patch scan processing reports patch installations have failed, a KBxxxxxx.log (if available) and the WindowsUpdate.log are uploaded to the KServer. Additionally, for those patches that required an "Internet based install", a ptchdlin.xml file will be uploaded to the KServer. These files can be reviewed using Agent Procedures > Get File (page 127) for a specific machine and can help you troubleshoot patch installation failures. Info Center > Reports > Logs > Agent Procedure Log contains entries indicating these log files have been uploaded to the KServer for each machine.

Scan Machine
Patch Management > Scan Machine The Scan Machine page schedules scans to search for missing patches on each managed machine. Scanning takes very little resources and can be safely scheduled to run at any time of day. The scanning operation does not impact users at all.

Scanning Frequency
System and network security depends on all your machines having the latest security patches applied. Microsoft typically releases patches on Tuesdays. Security and critical patches are typically released on the second Tuesday of the month (Patch Tuesday), and non-security and non-critical patches are typically released on the third and/or fourth Tuesdays of the month, but these schedules are not guaranteed. To ensure your machines are updated you should scan all managed machines on a daily basis.

Scanning the KServer

To scan the KServer, you must install an agent on the KServer. Once installed, you can scan the KServer just like any other managed machine.

View Definitions
You can filter the display of machine IDs on any agent page using the following options in View Definitions (page 28). Machines that have no patch scan results (unscanned) Last execution status for patch scan success / failed Patch scan schedule / not schedule Patch scan has / has not executed in the last <N> <periods>

Remind me when machines need a patch scan scheduled

If checked, a warning message displays the number of machine IDs not currently scheduled. The number of machine IDs reported depends on the Machine ID / Group ID filter (page 26) and machine groups the user is authorized to see using System > Scope (page 412).

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM.

314

 Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.

Run Now
Click Run Now to run this task on selected machine IDs immediately.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Last Scan
This timestamp shows when the last scan occurred. When this date changes, new scan data is available to view.

Skip if Machine Offline

If a checkmark displays and the machine is offline, skip and run the next scheduled period and time. If no checkmark displays, perform this task as soon as the machine connects after the scheduled time. This timestamp shows the next scheduled scan. Overdue date/time stamps display as red text with yellow highlight.

Recurrence
If recurring, displays the interval to wait before running the task again.

Patch Management

Patch Status
Patch > Patch Status
Similar information is provided using Info Center > Reports > Patch Management (page 170).

The Patch Status page provides a summary view of the patch status for each of your managed machines. You can quickly identify machines that are missing patches or are indicating errors. The total of all missing patches is the sum of the Missing Approved, Missing Denied, and Missing Manual.

Patch Test
Most patch problems are the result of configuration and/or permission issues. The test function exercises the entire patch deployment process without actually installing anything on the target machine or causing a reboot. If a machine ID's operating system does not support patching, the operating system is displayed. Each count in the paging area is hyperlinked. Clicking a count's hyperlink displays a list of all patches that make up that count. The system resets test results every time a machine ID's File Source (page 344) or Set Credential (page 82) changes. Test cancels any pending patch installs except Initial Updates (page 317). Machines being processed by Initial Update are not tested. The Initial Update status message and date/time is displayed instead of the column totals.

View Definitions
You can filter the display of machine IDs on any agent page using the following options in View Definitions (page 28). Machines with Patch Test Result Machines missing greater than or equal to N patches Use Patch Policy

Test
Click Test to verify patches can update selected machine IDs. Does not actually install any patches.

Cancel
Click Cancel to stop the test.

Auto Refresh Table

If checked, the paging area is automatically updated every five seconds. This checkbox is automatically selected and activated whenever Test is clicked.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline

316

Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Install Patches
The number of patches installed.

Missing Approved
The number of approved patches missing.

Missing Denied
The number of unapproved patches missing.

Missing Manual
The number of approved patches missing that must be installed manually. These patches cannot be processed by Automatic Update (page 321), Initial Update (page 317), Machine Update (page 323), or Patch Update (page 325).

Pending Patches
The number of patches scheduled to be installed.

User Not Ready

The number of patches not installed because the patch requires: the user to be logged in, or the user to take action and the user declined or did not respond.

Failed Patches
The number of patches that attempted to install but failed.

Test Results
The status returned after clicking the Test button: Untested Pending Passed Failed

Initial Update
Patch Management > Initial Update Initial Update is a one-time processing of all approved Microsoft patches applicable to a managed machine based on Patch Policy (page 607). Initial Update ignores the Reboot Action (page 341) policy and reboots the managed machine without warning the user as often as necessary until the machine has been brought up to the latest patch level. Initial Update should only be performed during non-business

Patch Management hours and is typically performed over a weekend on newly added machines. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.
Note: The agent for the KServer is not displayed on this page. Initial Update cannot be used on the KServer.

Patch Update Order

Service packs and patches are installed in the following order: 1. Windows Installer 2. OS related service packs 3. OS update rollups 4. OS critical updates 5. OS non-critical updates 6. OS security updates 7. Office service packs 8. Office update rollups 9. All remaining Office updates
Note: Reboots are forced after each service pack and at the end of each patch group without warning. This is necessary to permit the re-scan and installation of the subsequent groups of patches.

Pre/Post Procedures
Agent procedures can be configured to be executed just before an Initial Update or Automatic Update begins and/or after completion. For example, you can run agent procedures to automate the preparation and setup of newly added machines before or after Initial Update. Use Patch Management > Pre/Post Procedures (page 319) to select and assign these agent procedures on a per-machine basis.

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule this task once. Options include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time is 3:00 AM, and the distribution window is 1 hour, than the rescheduled task will be randomly rescheduled to a time between 3:00 AM and 4:00 AM.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on.

318

Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).
Note: Displays the following message if applicable: Not a member of a Patch Policy - All missing patches will be installed!

Scheduled
This timestamp shows the scheduled Initial Update.

Updated
If checked, an Initial Update has been performed successfully on the machine ID. The timestamp shows when the Status being reported was completed.

Status
During processing, the Status column displays the following types of messages, if applicable: Started Processing Windows Installer Processing operating system service packs Processing operating system update rollups Processing operating system critical updates Processing operating system non-critical updates Processing operating system security updates Processing Office service packs Processing Office update rollups Processing Office updates

When all processing has been completed, the Status column displays either: Completed - fully patched Completed - remaining patches require manual processing If the latter status displays, select the appropriate machine ID in Patch Management > Machine Update (page 323) to determine why all patches were not applied. Some patches might require manual install or for the user to be logged in. In the case of patch failures, manually schedule failed patches to be reapplied. Due to occasional conflicts between patches resulting from not rebooting after each individual patch, simply reapplying the patches typically resolves the failures.

Pre/Post Procedure: Patch Management

Patch Management > Pre/Post Procedure Use the Pre/Post Procedure page to run procedures either before and/or after Initial Update (page 317) or Automatic Update (page 321). For example, you can run procedures to automate the preparation and

Patch Management setup of newly added machines before or after Initial Update.
Note: Post procedures run even if there are patch installation failures.

To Run a Pre/Post Procedure

1. Select machine IDs or machine ID templates (page 604) in the paging area. 2. Check one or more of the following checkboxes and select an agent procedure for each checkbox you check: Run select agent procedure before Initial Update Run select agent procedure after Initial Update Run select agent procedure before Automatic Update Run select agent procedure after Automatic Update 3. Click Set.

Skip Auto Update

The Auto Pre-Agent Procedure can be used to determine whether the Automatic Update should be executed or not. After executing the Auto Pre-Agent Procedure, a registry value is checked on the machine. If this registry value exists Automatic Update is skipped; otherwise, Automatic Update is executed. To invoke this feature, the Auto Pre-Agent Procedure must include a procedure step to set the registry value below: HKEY_LOCAL_MACHINE\SOFTWARE\Kaseya\Agent\SkipAutoUpdate
Note: Any data type and any data value may be set. The test is for existence only.

If this registry value exists, a procedure log entry is made to document that Automatic Update was skipped, and this registry key is deleted.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). 320

Init Pre-Agent Procedure / Init Post-Agent Procedure

This column lists the procedures set to run before and/or after an Initial Update.

Auto Pre-Agent Procedure / Auto Post-Agent Procedure

This column lists the procedures set to run before and/or after an Automatic Update.

Automatic Update
Patch Management > Automatic Update The Automatic Update page is the preferred method of updating managed machines with Microsoft patches on a recurring basis. Automatic Update obeys both the Patch Approval Policy (page 607) and the Reboot Action (page 341) policy. Use Initial Update (page 317) if you are installing patches for the first time on a managed machine. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management. Patches that require manual intervention are not included in Automatic Updates. These are shown in the Missing Manual column of the Patch Status (page 316) page and on the individual Machine Update (page 323) page. Patch installation only occurs when a new missing patch is found by Scan Machine (page 314). Automatic Update is suspended for a machine while Initial Update is being processed. Automatic Update automatically resumes when Initial Update completes.

Schedule
Click Schedule to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Patch Management

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).
Note: Displays the following message if applicable: Not a member of a Patch Policy - All missing patches will be installed!

Recurrence
If recurring, displays the interval to wait before running the task again.

Machine History
Patch Management > Machine History
Similar information is provided using Info Center > Reports > Patch Management (page 170) and the Patch Status tab of the Machine Summary (page 137) and Live Connect (page 384) pages.

The Machine History page displays the results from the most recent patch scan of managed machines. All installed and missing patches applicable to a managed machine are listed, regardless of whether the patch is approved or not. Click a machine ID link to display its patch history. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article. Patches classified as security updates have a security bulletin ID (MSyy-xxx). Clicking this link displays the security bulletin. The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

Superseded Patches
A patch may be superseded and not need to be installed. See Superseded Patches (page 311) for more information.

(Patch)
Patches are grouped by update classification first and knowledge base article number second.

322

(Status)
The following status messages can appear next to a patch: Installed (date unknown) Installed (<datetime>) Missing Denied by Patch Approval Denied (Pending Patch Approval) Manual install to VSA database server only - Applies to SQL Server patches on the database server where the KServer database is hosted Manual install to KServer only - Applies to Office or any "install-as-user" patches on the KServer Patch Location Pending - Applies to patches with an invalid patch location. See Invalid Patch Location Notification in System > Configure (page 420). Missing Patch Location Ignore

Machine Update
Patch Management > Machine Update
Similar information is provided using Info Center > Reports > Patch Management (page 170) and the Patch Status tab of the Machine Summary (page 137) and Live Connect (page 384) pages.

The Machine Update page manually installs Microsoft patches on individual machines. Machine Update overrides the Patch Approval Policy (page 607) but obeys the Reboot Action (page 341) policy. If you're using Automatic Update, then Machine Update is used on an exception basis. Machine Update is often used to test a new patch prior to approving it for general release to all machines. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.

Using Machine Update

1. Click a machine ID to display all patches missing on that machine. 2. The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc. 3. Optionally click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article. 4. Optionally click a Security Bulletin link to review a security bulletin, if available. Patches classified as security updates have a security bulletin ID (MSyy-xxx). 5. Check the box next to patches you want installed on the selected machine ID. 6. Click the Schedule button to install patches using the install parameters. 7. Click the Cancel button to remove any pending patch installs.

Superseded Patches
A patch may be superseded and not need to be installed. See Superseded Patches (page 311) for more information.

Patch Management

Schedule
Click this button to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule this task once. Options include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.
Note: Patches that are currently being processed (status of Pending - Processing Now) cannot be cancelled.

Hide patches denied by Patch Approval

If checked, hides patches denied patch approval. Patches with the status Pending Approval are considered denied by Machine Update.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

(Patch)
Patches are grouped by update classification first and knowledge base article number second.

(Status)
The following status messages can appear next to a patch: Pending (Processing Now) Pending (Scheduled to run at <date>) Install Failed - See Patch Failure (page 312). Awaiting Reboot User not logged in User not ready to install Install Failed - Missing Network Credential Install Failed - Invalid Network Credential or LAN Server Unavailable Install Failed - Invalid Credential Missing Denied by Patch Approval Denied (Pending Patch Approval)

324

 Manual install to database server only - Applies to SQL Server patches on the database server where the KServer database is hosted Manual install to KServer only - Applies to Office or any "install-as-user" patches on the KServer Patch Location Pending - Applies to patches with an invalid patch location. See Invalid Patch Location Notification in System > Configure (page 420). Missing Patch Location Ignore

Patch Update
Patch Management > Patch Update The Patch Update page updates missing Microsoft patches on all machines displayed in the paging area. Patch Update overrides the Patch Approval Policy (page 333) but obeys the Reboot Action (page 341) policy. If you're using Automatic Update, then Patch Update is used on an exception basis to apply individual patches to multiple machines or to re-apply patches that originally failed on certain machines. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.

Patches Displayed
The display of patches on this page are based on: The Machine ID/Group ID filter (page 604). The patches reported using Scan Machine (page 314). Managed machines should be scanned daily. The patches of machines using Automatic Update (page 321). If the Hide machines set for Automatic Update box is checked, these patches are not listed here. These patches are automatically applied at the Automatic Update scheduled time for each machine. If the Hide patches denied by Patch Approval box is checked, patches that are denied or pending approval are not listed here. The patches of machines being processed by Initial Update (page 317). These patches are excluded from this page until Initial Update completes.

Duplicate Entries
Microsoft may use a common knowledge base article for one or more patches, causing patches to appear to be listed more than once. Patch Update displays patches sorted by Update Classification or Product first and knowledge base article number second. Check the Product name or click the KB Article link to distinguish patches associated with a common knowledge base article.

Superseded Patches
A patch may be superseded and not need to be installed. See Superseded Patches (page 311) for more information.

Using Patch Update

1. Optionally click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article. 2. Patches classified as security updates have a security bulletin ID (MSyy-xxx). Optionally click the Security Bulletin link to review the security bulletin, if available.

Patch Management 3. Optionally click the box next to a KB Article to schedule that patch on all managed machines missing that patch. 4. Optionally click the Machines... button to schedule a patch on individual machines or to set machines to ignore a patch. The Ignore setting applies to the selected patch on the selected machines. If Ignore is set, the patch is considered Denied. Patches marked as Ignore on the selected machines cannot be installed by any of the installation methods. To be installed, the Ignore setting must be cleared.
Note: A warning icon indicates the patch status for one or more machines should be checked before installing this patch. Click the Machines button and review the Status column for each machine missing this patch.

5. Click the Schedule button to install the patches using the install parameters. 6. Click the Cancel button to remove any pending patch installs.

Hide machines set for Automatic Update

If checked, hides patches missing from machine IDs set to Automatic Update (page 321).

Hide patches denied by Approval Policy

If checked, hides patches denied by Patch Approval Policy (page 607).

Patch Group By
Display patch groups by Classification or Product.

Schedule
Click this button to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule this task once. Options include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to cancel execution of this task on selected managed machines.
Note: Patches that are currently being processed (status of Pending - Processing Now) cannot be cancelled.

Show Details
Click the Show Details checkbox to display the expanded title and installation warnings, if any, of each patch.

326

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Status Warning Icon

A warning icon indicates the patch status for one or more machines should be checked before installing this patch. Click the Machines button and review the Status column for each machine missing this patch.

Machines...
Click Machines... to list all machines missing this patch. On the details page, the following status messages can appear next to a patch: Pending (Processing Now) Pending (Scheduled to run at <date>) Install Failed - See Patch Failure (page 312). Awaiting Reboot User not logged in User not ready to install Install Failed - Missing Network Credential Install Failed - Invalid Network Credential or LAN Server Unavailable Install Failed - Invalid Credential Missing Denied by Patch Approval Denied (Pending Patch Approval) Manual install to database server only - Applies to SQL Server patches on the database server where the KServer database is hosted Manual install to KServer only - Applies to Office or any "install-as-user" patches on the KServer Patch Location Pending - Applies to patches with an invalid patch location. See Invalid Patch Location Notification in System > Configure (page 420). Missing Patch Location Ignore

KB Article
The knowledge base article describing the patch. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.

Security Bulletin
Patches classified as security updates have a security bulletin ID (MSyy-xxx). Clicking this link displays the security bulletin.

Missing
The number of machines missing this patch.

Auto
Displays only if the Hide machines set for Automatic Update box is not checked. The number of machines scheduled to install this patch by Automatic Update.

Patch Management

Ignore
The number of machine set to ignore a patch using the Machines button. The Ignore setting applies to the selected patch on the selected machines. If Ignore is set, the patch is considered Denied. Patches marked as Ignore on the selected machines cannot be installed by any of the installation methods. To be installed, the Ignore setting must be cleared.

Product
The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

Update Classification
See Update Classification (page 312) for an explanation of Classification and Type.

Rollback
Patch Management > Rollback The Rollback page removes patches after they have been installed on a system. Not all patches may be uninstalled. The system only lists patches supporting the rollback feature.
Warning: Removing Windows software in the wrong order (http://support.microsoft.com/kb/823836/) may cause the operating system to stop functioning.

To Remove a Patch from a Managed Machine

1. Click the machine ID that you want to remove a patch from. 2. Check the box to the left of the patch you want to uninstall. 3. Click the Rollback button.

Rollback
Click this button to display the Scheduler window, which is used throughout the VSA to schedule a task. Schedule this task once. Options include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - Windows only. If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler.

Cancel
Click Cancel to clear a scheduled rollback.

328

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

(Patch)
Patches are grouped by update classification first and knowledge base article number second.

KB Article
The knowledge base article describing the patch. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.

Security Bulletin
The security bulletin associated with a patch. Patches classified as security updates have a security bulletin ID (MSyy-xxx). Click the Security Bulletin link to review the security bulletin, if available.

(Product)
The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

(Install Date)
Includes the date the patch was installed, if available.

Cancel Updates
Patch Management > Cancel Updates The Cancel Updates page clears all manually scheduled patch installations on selected machine IDs. The Cancel Updates page can also terminate currently running patch installation processes. A Terminate button displays next to the machine name when a patch installation is being processed. Termination deletes existing patch installation procedures for the selected machine, and the installation process ends after the currently running procedure completes.
Note: Remove patches from managed machines using Rollback (page 328). Note: Use the Initial Updates (page 317) page to cancel a scheduled Initial Update or to cancel an Initial Update that is currently being processed. Note: Use the Automatic Update (page 321) page to cancel a scheduled Automatic Update.

Cancel
Click Cancel to clear all scheduled patch installations scheduled by either Machine Update or by Patch Update on selected machine IDs.

View By
View patches sorted by machine or by patch first.

Patch Management

Show patch list

If View By machine is selected and Show patch list is checked, all scheduled patch IDs for each machine ID are listed. If Show patch list is blank, the total number of scheduled patches are listed for each machine ID.

Show machine list

If View By patch is selected and Show machine list is checked, all scheduled patch IDs for each machine ID are listed. If Show machine list is blank, the total number of scheduled patches are listed for each machine ID.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

KB Article
The knowledge base article describing the patch. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.

Create/Delete: Patch Policy

Patch Management > Patch Policy: Create/Delete The Create/Delete page creates or deletes patch policies. Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA. Any machine can be made a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved.

330

 When a new patch policy is created the default approval status is pending approval for all patch categories. The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy. Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

Create
Click Create to define a new patch policy, after entering a new machine patch policy name in the edit field.

Delete
Click Delete to delete selected patch policies.

Enter name for a new patch policy

Enter the name for a new patch policy.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Edit Icon
Click the edit icon to the left of a patch policy to rename it.

Policy Name
Lists all machine patch policies defined for the entire system.

Member Count
Lists the number of machines that are members of each patch policy.

Show Members
Click Show Members to list the members of a patch policy.

Membership: Patch Policy

Patch Management > Patch Policy: Membership The Membership page assigns machine IDs to one or more patch policies. Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA. Any machine can be made

Patch Management a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved. When a new patch policy is created the default approval status is pending approval for all patch categories. The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy. Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

View Definitions
You can filter the display of machine IDs on any agent page using the following options in View Definitions (page 28). Show/Hide members of patch policy Use Patch Policy

Assign machines to a patch policy

Click one or more patch policy names to mark them for adding or removing from selected machine IDs.

Add
Click Add to add selected machine IDs to selected patch policies.

Remove
Click Remove to remove selected machine IDs from selected patch policies.

Always show all Patch Policies to All Users

If checked, always show all patch policies to all users. This allows all non-master role users to deploy patch policies, even if they did not create the patch policies and don't have machines yet that use them. If blank, only master role users can see all patch policies. If blank, non-master role users can only see patch policies assigned to machines within their scope or to unassigned patch policies they created. This option only displays for master role users (page 612).

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

332

Policy Membership
Displays a comma separated list of patch policies that each machine ID is a member of.

Approval by Policy
Patch Management > Approval by Policy The Approval by Policy page approves or denies the installation of Microsoft patches on managed machines by patch policy. Patches pending approval are considered denied until they are approved. This gives you the chance to test and verify a patch in your environment before the patch automatically pushes out. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.

Setting Patch Approval Policies

Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA. Any machine can be made a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved. When a new patch policy is created the default approval status is pending approval for all patch categories. The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy. Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

Superseded Patches
A patch may be superseded and not need to be installed. See Superseded Patches (page 311) for more information.

Policy
Select a patch policy by name from the drop-down list.

Patch Management

Save As...
Click Save As... to save the currently selected patch policy to a new policy with identical settings. All patch approval/denial statuses are copied as are the default approval statuses for the policy. Machine membership is not copied to the new policy.

Copy Approval Statuses to Policy <Policy> / Copy Now

Select a policy to copy approval statuses to, from the currently selected policy. Then click Copy Now. This enables you to perform patch testing against a group of test machines using a test policy. Once testing has been completed and the patches have been approved or denied, use the copy feature to copy only the approved or denied statuses from the test policy to a production policy.

Policy View / Group By

Display patch groups by classification or product.

Patch Approval Policy Status

This table displays the approval status of patches by update classification or product group. Approved, Denied, Pending Approval, and Totals statistics are provided for each update classification or product group. Select a Default Approval Status for any category for this patch policy. Newly identified patches for this patch policy are automatically set to this default value. Choices include: - Approved - Denied - Pending Approval
Note: If the same patch is assigned two different Default Approval Status settingsone by update classification and the other by product groupthen the more restrictive of the two defaults has precedence: Denied over Pending Approval over Approved.

Click any link in this table to display a Patch Approval Policy Details page listing individual patches and their approval status. The list is filtered by the type of link clicked: Classification or Product Approved Denied Pending Approval Totals

In the Patch Approval Policy Details page you can: Approve or deny approval of patches individually. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.
Note: Microsoft may use a common knowledge base article for one or more patches, causing patches to appear to be listed more than once. Check the Product name or click the KB Article link to distinguish patches associated with a common knowledge base article.

Click the Security Bulletin link to review the security bulletin, if available. Patches classified as security updates have a security bulletin ID (MSyy-xxx). The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003,

334

Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc. See Update Classification (page 312) for an explanation of Classification and Type. Click the Show Details checkbox to display the expanded title, patch status notes and installation warnings, if any, of each patch. Click Filter... to restrict the amount of data displayed. You can specify a different advanced filter for each column of data displayed. Optionally add a note, up to 500 characters, using Patch Status Notes. The note is added when the Approve or Deny buttons are selected. If the text box is empty when the Approval or Deny buttons are selected, the note is removed for selected patches.

Override Default Approval Status with Denied for "Manual Install Only" updates in this policy
If checked, all existing and future Manual Install Only updates are set to denied for this policy.

Override Default Approval Status with Denied for "Windows Update Web Site" updates in this policy
If checked, all existing and future Windows Update Web Site updates are set to denied for this policy.

Override Default Approval Status with Denied for superseded updates in this policy
If checked, all existing and future superseded patches are set to denied for this policy.
Note: Checking an override checkbox has a one-time effect on existing patches for that category of patches. If you approve an existing patch belonging to an override category after checking its override checkbox, the patch will remain approved regardless of any override setting. Future patches will continue to default to denied.

Approval by Patch
Patch Management > Approval by Patch The Approval by Patch page approves or denies the installation of Microsoft patches on managed machines by patch for all patch policies. Changes affect patches installed by all users. This saves you the trouble of approving pending patches separately for each patch policy. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.

Setting Patch Approval Policies

Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA. Any machine can be made a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved. When a new patch policy is created the default approval status is pending approval for all patch categories.

Patch Management The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy. Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

Superseded Patches
A patch may be superseded and not need to be installed. See Superseded Patches (page 311) for more information.

Patch Data Filter Bar

You can filter the data displayed by specifying values in each field of the Patch Data Filter Bar at the top of the page.

Enter or select values in the KB Article, Classification or Products fields. You can also click the Edit... button to filter by additional fields and save the filtering selections you make as a view. Supports advanced filtering (page 30) logic. Saved views can be shared using the Make Public (others can view) checkbox when editing the view.

Patch Status Notes

Optionally add a note, up to 500 characters, using Patch Status Notes. The note is added when the Approve or Deny buttons are selected. If the text box is empty when the Approval or Deny buttons are selected, the note is removed for selected patches.

Approve
Click Approve to approve selected patches for all patch policies.

Deny
Click Deny to deny selected patches for all patch policies.

Show Details
Check Show Details to display multiple rows of information for all patches. This includes the title of a patch, the number of patch policies that have been approved, denied, or are pending approval for a patch, patch status notes, and installation warnings, if any.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

336

KB Article
Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.
Note: Microsoft may use a common knowledge base article for one or more patches, causing patches to appear to be listed more than once. Check the Product name or click the KB Article link to distinguish patches associated with a common knowledge base article.

Security Bulletin
Click the Security Bulletin link to review the security bulletin, if available. Patches classified as security updates have a security bulletin ID (MSyy-xxx).

Product
The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

Classification / Type
See Update Classification (page 312) for an explanation of Classification and Type.

Approval Status
The approval status for this patch in all policies. Displays Mixed if even 1 policy differs from all other policies. Clicking the Approval Status link displays a page displaying the approval status assigned to this patch by each policy.

Published
The date the patch was released.

Language
The language the patch applies to.

KB Override
Patch Management > KB Override The KB Override page sets overrides of the default approval status of patches set using Approval by Policy (page 333) by KB Article for all patch policies. It also sets the approval status for existing patches by KB Article for all patch policies. Changes affect patches in all patch policies installed by all users. See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management. For example, KB890830, "The Microsoft Windows Malicious Software Removal Tool" is released monthly. If you decide to approve all patches associated with this KB Article using KB Override, then not only are existing patches approved but all new patches associated with this KB article are automatically approved each month the new patch is released.

Setting Patch Approval Policies

Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA.

Patch Management Any machine can be made a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved. When a new patch policy is created the default approval status is pending approval for all patch categories. The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy. Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

KB Article
Enter the KB Article number to approve or deny. Do not include the KB prefix.
Note: See Approval by Policy (page 333) or Approval by Patch (page 335) for a listing of all available KB Articles.

Override Notes
Enter a note to remind VSA users why the override was set.

Approve
Click Approve to approve patches associated with this KB Article. Multiple patches can be associated with a KB Article.

Deny
Click Deny to deny patches associated with this KB Article. Multiple patches can be associated with a KB Article.

KB Article
Click the KB Article link to display the KB article.

Override Status
Approved or Denied. Applies to all patches associated with this KB Article.

Admin
The user who approved or denied patches associated with this KB Article.

338

Changed
The date and time the user approved or denied patched associated with this KB Article.

Notes
Reminds VSA users why the override was set.

Windows Auto Update

Patch > Windows Auto Update The Windows Auto Update page determines whether Windows Automatic Updates on managed machines is disabled, left for the user to control, or configured.

Window Automatic Updates

Windows Automatic Updates is a Microsoft tool that automatically delivers updates to a computer. Windows Automatic Updates is supported in the following operating systems: Windows 2003, Windows XP, Windows 2000 SP3 or later, and all operating systems released after these. Patch Management > Windows Auto Update (page 339) can enable or disable this feature on managed machines. While Windows Millennium Edition (Me) has an Automatic Updates capability, it cannot be managed as the above operating systems can.

Windows Automatic Update Cannot Use Template Accounts

Windows Automatic Updates is one feature that cannot be preconfigured in a machine ID template (page 604). This is because Windows Automatic Updates is only supported on Windows 2000 SP3/SP4, Windows XP, Windows Server 2003, and later operating systems. Since a machine ID template cannot specify an operating system, a setting for this feature cannot be stored in the machine ID template. Also, a machines current settings must be known before they can be overridden. The current settings are obtained when a Scan Machine (page 314) is performed.
Note: A checkbox does not display for any machine that either has an operating system that does not support Windows Automatic Updates or for which an initial Scan Machine has not been completed.

View Definitions
You can filter the display of machine IDs on any agent page using the Machines with Patch Automatic Update configuration option in View Definitions (page 28).

Apply
Click Apply to apply parameters to selected machine IDs.

Disable
Select Disable to disable Windows Automatic Updates on selected machine IDs and let Patch Management control patching of the managed machine. Overrides the existing user settings and disables the controls in Windows Automatic Updates so the user cannot change any of the settings. Users can still patch their systems manually.

User Control
Let machine users enable or disable Windows Automatic Updates for selected machine IDs.

Patch Management

Configure
Forces the configuration of Windows Automatic Updates on selected machine IDs to the following settings. Overrides the existing user settings and disables the controls in Windows Automatic Updates so the user cannot change any of the settings. Users can still patch their systems manually. Notify user for download and installation - Notifies the user when new patches are available but does not download or install them. Automatically download and notify user for installation - Automatically downloads updates for the user but lets the user choose when to install them. Automatically download and schedule installation - Automatically downloads updates and installs the updates at the scheduled time.

Schedule every day / <day of week> at <time of day>

Applies only if Automatically download and schedule installation is selected. Perform this task every day or once a week at the specified time of day.

Force auto-reboot if user is logged on

Optionally check the box next to Force auto-reboot if user is logged on. By default, Windows Auto Update does not force a reboot. Reboot Action (page 341) settings do not apply to Windows Auto Update.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Machine Updated
Displays the status of configuring Windows Automatic Updates on selected machine IDs using this page. Pending - Windows Automatic Updates is being configured on the selected machine ID. Timestamp - The date and time Windows Automatic Updates was configured on the selected machine ID.

Windows Automatic Update Configuration

The Windows Automatic Update configuration assigned to each selected machine ID. 340

Note: If the Windows Automatic Update Configuration column displays Automatic Update not initialized on machine, the user must select the Windows Automatic Updates icon in the system tray to run the Windows Automatic Updates Setup wizard to setup Windows Automatic Updates. This is sometimes required on older operating systems.

Reboot Action
Patch Management > Reboot Action The Reboot Action page defines how reboots are performed after a patch install. Patch installs do not take effect until after a machine is rebooted. The Reboot Action policy applies to Machine Update (page 323), Patch Update (page 325) and Automatic Update (page 321). It does not apply to Initial Update (page 317). See Methods of Updating Patches (page 310), Configuring Patch Management (page 310), Patch Processing (page 311), Superseded Patches (page 311), Update Classification (page 312) and Patch Failure (page 312) for a general description of patch management.
Warning: It is strongly recommended that the Reboot Action for agents installed on the KServer and the database server used by the KServer be set to Do not reboot after update. Automatic rebooting of the KServer or database server can have adverse effects on other KServer processes!

Patch Process
The patch installation procedure runs at the scheduled time and performs the following steps: Downloads, or copies from a file share, all the patch files to a local drive, typically the same drive the agent is installed on. Executes each patch file, one at a time. Performs a reboot of the machine, as specified by this page.
Note: If you schedule multiple patches for installation on the same machine, all the patches are installed at the same time. After all the patches have been installed the machine reboots once. This technique saves time and reboots. Note: Service packs are always installed separately. If you are installing a service pack with other patches you will see a reboot after the service pack install and then another single reboot after all the other patches are installed.

View Definitions
You can filter the display of machine IDs on any agent page using the following options in View Definitions (page 28). Show machines that have/have not rebooted in the last N periods Machines with Reboot Pending for patch installations

Apply
Click Apply to apply parameters to selected machine IDs.

Reboot immediately after update.

Reboots the computer immediately after the install completes.

Reboot <day of week> at <time of day> after install.

After the patch install completes, the computer is rebooted at the selected day of week and time of day. Use these settings to install patches during the day when users are logged in, then force a reboot in the

Patch Management middle of the night. Selecting every day reboots the machine at the next specified time of day following the patch installation.

Warn user that machine will reboot in <N> minutes (without asking permission).
When the patch install completes, the message below pops open warning the user and giving them a specified number of minutes to finish up what they are doing and save their work. If no one is currently logged in, the system reboots immediately.

Skip reboot if user logged in.

If the user is logged in, the reboot is skipped after the patch install completes. Use this setting to avoid interrupting your users. This is the default setting.

If user logged in ask to reboot every <N> minutes until the reboot occurs.
This setting displays the message below, asking the user if it is OK to reboot now. If no one is at the computer or they answer no, the same message appears every N minutes repeatedly, until the system has been rebooted. If no one is currently logged in, the system reboots immediately.

If user logged in ask permission. Reboot if no response in <N> minutes. Reboot if user not logged in.
This setting displays the message below, asking the user if it is OK to reboot now. If no one is at the computer, it reboots automatically after N minutes without saving any open documents. If no one is currently logged in, the system reboots immediately.

342

If user logged in ask permission. Do nothing if no response in <N> minutes. Reboot if user not logged in.
This setting displays the message below, asking the user if it is OK to reboot now. If no one is at the computer, the reboot is skipped. If no one is logged in, reboot immediately.

Do not reboot after update

Does not reboot. Typically used if the machine is a server and you need to control the reboot. You can be notified via email when a new patch has been installed by checking Email when reboot required and filling in an email address. You can also format the email message by clicking the Format Email button. This option only displays for master role users (page 612). The following types of patch reboot emails can formatted: Patch Reboot
Note: Changing the email alarm format changes the format for all Patch Reboot emails.

The following variables can be included in your formatted email alerts and in procedures. Within an Email Description
<at> <db-view.column> alert time Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> group ID machine ID

<gr> <id>

Run select agent procedure before machine is rebooted

If checked, the selected agent procedure is run just before the machine is rebooted.

Run select agent procedure after machine is rebooted

If checked, the selected agent procedure is run just after the machine is rebooted.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete

Patch Management Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Reboot Action
The type of reboot action assigned to each machine ID.

File Source
Patch Management > File Source The File Source page defines where each machine gets patch executable files from, prior to installation, and where these patch executables are copied to the local machine. File source locations include: The internet The KServer A file share
Note: Selecting the File share located on option below affects where Backup and Endpoint Security is installed from. Note: Patch download links with a cab extension are always downloaded directly from the internet regardless of the File Source setting.

View Definitions
You can filter the display of machine IDs on any agent page using the Machines with Patch File Source configuration option in View Definitions (page 28).

Apply
Click Apply to apply the selected patch source option to selected machine IDs.

Copy packages to working directory on local drive with most free space
Patches are downloaded, or copied from a file share, to the managed machine's hard disk. Several patches, especially service packs, may require significant additional local disk space to completely install. Check this box to download patches to the Working Directory (page 78), but use the drive on the managed machine with the most free disk space. Uncheck this box to always use the drive specified in Working Directory for the machine ID.

344

Delete package after install (from working directory)

The install package is typically deleted after the install to free up disk space. Uncheck this box to leave the package behind for debugging purposes. If the install fails and you need to verify the Command Line (page 352) switches, do not delete the package so you have something to test with. The package is stored in the Working Directory on the drive specified in the previous option.

Download from Internet

Each managed machine downloads the patch executable file directly from the internet at the URL specified in Patch Location (page 355).

Pulled from system server

First the KServer checks to see if it already has a copy of the patch file. If not, the new patch executable is downloaded automatically and stored on the KServer, then used for all subsequent distributions to managed machines. When a patch needs to be installed on a managed machine, this patch file is pushed to that machine from the KServer.
Note: The location for patch files stored on the KServer is <Kaseya installation directory>\WebPages\ManagedFiles\VSAPatchFiles\

Clear Cache
Click Clear Cache to clear all downloaded patches stored on the KServer.

Pulled from file server using UNC path

This method is recommended if you support many machines on the same LAN. Patch files are downloaded to the local directory of a selected machine ID. The local directory on the machine ID is configured to be shared with other machine IDs on the same LAN. All other machine IDs on the same LAN use a UNC path to the shared folder located on the first machine ID. All other machines on the same LAN require a credential to access the shared folder on the first machine and install the patch files. A credential is specified for the first machine with the shared directory using Agent > Set Credential (page 82). When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82). Setup 1. Enter a UNC path in the Pulled from file server using UNC path field. For example, \\computername\sharedname\dir\. 2. Use the Machine Group Filter drop-down list to select a group ID. 3. Select a machine ID from the File share located on drop-down list. 4. Enter a shared local directory in the in local directory field.
Note: The value in the in local directory field must be in full path format, such as c:\shareddir\dir.

First the KServer checks to see if the patch file is already in the file share. If not, the machine ID with the file share automatically loads the patch file either directly from the internet or gets it from the KServer. In either case, the managed machine with the file share must have an agent on it. 5. File Server automatically gets patch files from - Select one of the following options: the Internet - Use this setting when the managed machine running the file share has full internet access. the system server - Use this setting when the managed machine running the file share is

Patch Management blocked from getting internet access. 6. Download from Internet if machine is unable to connect to the file server - Optionally check this box to download from the internet. This is especially useful for laptops that are disconnected from the company network but have internet access.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Patch Source
Lists the patch source selected for each machine ID. A Clear Cache button displays in this column if the Pulled from file server using UNC path option is selected for a machine ID. Clicking this Clear Cache button clears patches from the specified file server UNC path. The Clear Cache button is not machine specific. All patches stored on that file server for the specified path will be deleted.

Patch Alert
Patch Management > Patch Alert Monitor > Alerts (page 222)
Select Patch Alert from the Select Alert Function drop-down list.

The Alerts - Patch Alert (page 245) page triggers an alert for patch management events on managed machines. A new patch is available for the selected machine ID. A patch installation failed on the selected machine ID. The agent credential is invalid or missing for the selected machine ID. Windows Auto Update changed.

346

To Create a Patch Alert

1. Check any of these checkboxes to perform their corresponding actions when an alarm condition is encountered: Create Alarm Create Ticket Run Script Email Recipients 2. Set additional email parameters. 3. Set additional patch alert specific parameters. 4. Check the machine IDs to apply the alert to. 5. Click the Apply button.

To Cancel a Patch Alert

1. Select the machine ID checkbox. 2. Click the Clear button. The alert information listed next to the machine ID is removed.

Passing Alert Information to Emails and Procedures

The following types of patch alert emails can be sent and formatted: 1 - New Patch Available 2 - Patch Install Failed 3 - Patch Approval Policies Updated 4 - Agent Credential Invalid 5 - Windows Auto Update Configuration Changed
Note: Changing the email alarm format changes the format for all Patch Alert emails.

The following variables can be included in your formatted email alerts. A in a numbered column indicates a variable can be used with the alert type corresponding to that number. Within an Email
<at> <au> <bl> <db-view.column>

Within a Procedure
#at# #au# #bl# not available

Description
alert time auto update change new bulletin list Include a view.column (page 486) from the database. For example, to include the computer name of the machine generating the alert in an email, use <db-vMachine.ComputerName> failed bulletin ID group ID invalid credential type machine ID new patch list

<fi> <gr> <ic> <id> <pl>

#fi# #gr# #ic# #id# #pl#

Patch Management
subject text of the email message, if an email was sent in response to an alert body text of the email message, if an email was sent in response to an alert

#subject#

#body#

Create Alarm
If checked and an alarm condition (page 597) is encountered, an alarm is created. Alarms are displayed in Monitor > Dashboard List (page 191), Monitor > Alarm Summary (page 200) and Info Center > Reports > Logs > Alarm Log.

Create Ticket
If checked and an alarm condition is encountered, a ticket is created.

Run Script
If checked and an alarm condition is encountered, an agent procedure is run. You must click the select agent procedure link to choose an agent procedure (page 94) to run. You can optionally direct the agent procedure to run on a specified range of machine IDs by clicking this machine ID link. These specified machine IDs do not have to match the machine ID that encountered the alarm condition.

Email Recipients
If checked and an alarm condition is encountered, an email is sent to the specified email addresses. The email address of the currently logged on user displays in the Email Recipients field. It defaults from System > Preferences (page 397). Click Format Email to display the Format Alert Email popup window. This window enables you to format the display of emails generated by the system when an alarm condition is encountered. This option only displays for master role users (page 612). If the Add to current list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses are added without removing previously assigned email addresses. If the Replace list radio option is selected, when Apply is clicked alert settings are applied and the specified email addresses replace the existing email addresses assigned. If Remove is clicked, all email addresses are removed without modifying any alert parameters. Email is sent directly from the KServer to the email address specified in the alert. Set the From Address using System > Outbound Email (page 436).

Apply
Click Apply to apply parameters to selected machine IDs. Confirm the information has been applied correctly in the machine ID list.

Clear
Click Clear to remove all parameter settings from selected machine IDs.

Patch Alert Parameters

The system can trigger an alert for the following alarm conditions for a selected machine ID: New patch is available Patch install fails Agent credential is invalid or missing

348

Note: An agent credential (page 601) is not required to install patches unless the machines File Source (page 344) is configured as Pulled from file server using UNC path. If an agent credential is assigned, it will be validated as a local machine credential without regard to the File Source configuration. If this validation fails, the alert will be raised. If the machines File Source is configured as Pulled from file server using UNC path, a credential is required. If it is missing, the alert will be raised. If it is not missing, it will be validated as a local machine credential and as a network credential. If either of these validations fails, the alert will be raised.

Windows Auto Update changed

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Approval Policy Updated

Displays as the first row of data. If selected and the Apply button clicked, an alert is generated when a new patch is added to all patch policies. See Patch Approval Policy (page 607). This is a system alert and not associated with any machines.

ATSE
The ATSE response code assigned to machine IDs: A = Create Alarm T = Create Ticket S = Run Procedure E = Email Recipients

Patch Management

Email Address
A comma separated list of email addresses where notifications are sent.

New Patch
If checked, an alarm is triggered when a new patch is available for this machine ID.

Install Failed
If checked, an alarm is triggered when a patch installation has failed for this machine ID.

Invalid Credential
If checked, an alarm is triggered when the credential is invalid for this machine ID.

Win AU Changed
If checked, an alarm is triggered if the group policy for Windows Automatic Update on the managed machine is changed from the setting specified by Patch Management > Windows Auto Update (page 339).
Note: A log entry in the machine's Configuration Changes log is made regardless of this alert setting.

Office Source
Patch Management > Office Source The Office Source page sets alternate source locations for installing Office and Office component applications. The source location can be changed from the default CD-ROM, which is the typical installation source, to a network share or a directory on a local hard drive. By changing the installation source to a network share or a local directory, those patches that require the Office installation source for installation can get access without prompting the user for the installation media. This alternate source location can be configured to be read-only. It must contain an exact copy of the installation media contents including all hidden files and/or directories. An Office source for a managed machine is only available after you have run Scan Machine (page 314) at least once for the managed machine. Machine IDs are displayed on this page only if they: Currently match the Machine ID / Group ID filter (page 26). Have Office or Office component applications installed for Office 2000, XP, or 2003.
Note: Office 2007 is not displayed on this page. Office 2007 installs a full set of source installation files on a machine, so an alternate source location is not required.

Multiple Entries
Multiple entries may be displayed for a machine because the machine contains one or more Office component applications, such as FrontPage or Project, that were installed separately from their own installation source and were not part of the Office installation.

Credential Required
Managed machines must have a credential set (page 82) to use the Office Source page. The agent must have a credential to use the alternate Office source location.

Validation
The specified location is validated to be sure that the location is accessible from the machine and that the installation source in the specified location contains the correct edition and version of Office or the Office component application. Only after the validation succeeds is the machine's registry modified to

350

use the specified location.

Installing Office Products

Some patchesparticularly Office service packsstill display progress dialogs even though the silent installation switch (/Q) is included using Patch Management > Command Line (page 352). These progress dialogs do not require any user intervention. Some patches and service packs display a modal dialog indicating the update has completed, again even though the silent installation switch (/Q) is used. This requires the user to click on the OK button to dismiss the dialog. Until this happens, the patch installation procedure appears to be hung and will not complete until this dialog is dismissed! Some Office service packs fail for no apparent reason. Checking the machine's application event log reveals that another Office component service pack failed. This has been observed with Office 2003 service pack 2 requiring the availablility of FrontPage 2003 service pack 2. When the Office source location for the FrontPage 2003 is configured, the Office 2003 service pack 2 finally successfully installs.

Filter on Office Product

Because each managed machine may be listed multiple timesonce for each Office product or Office component application installedyou can filter the Office products/components displayed. This ensures selecting the same product code for multiple machines when setting the installation source location.

Apply
Click Apply to apply the Office source location specified in Location of Office installation source to selected machine IDs.

Location of Office installation source

Add the network share as a UNC path (i.e., \\machinename\sharename) or a local directory as a fully qualified path (i.e., C:\OfficeCD\Office2003Pro) in the installation source text box. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82).

Reset
Click Reset to restore selected machine IDs back to their original installation source, typically the CD-ROM.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in

Patch Management Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Status
Displays one of the following: Missing Credential Update Procedure Failed Validation Procedure Failed Original Source Pending Validation Updating Machine Incorrect Edition Processing Error Restoring Original Office Source Updated

Office Product
Displays the name of the Office product.

Office Source
Displays the current installation source location for this Office product on this machine ID.

Product Code
Displays the Office product code.

Command Line
Patch Management > Command Line The Command Line page defines the command line switches used to silently install a specified patch. Occasionally a patch is released that does not use normal switch settings or the patch database has not been updated with the new switches. If you find a patch does not successfully install with its assigned switch settings, you can change them with this page. Locate patch switches by clicking the KB Article link and reading through the knowledge base article.
Warning: Changes to the switches effect all users. This page only displays for master role users (page 612).

Suppress Automatic Reboot

Usually you want to load a patch without requiring any user interaction at all. The system supports batch installs of multiple patches at the same time and reboots once at the end of all patch installations. Therefore, use switch settings to suppress automatic reboot wherever possible.

Switch Settings
Typical patch file switch settings for silent, unattended installs without reboot:

352

 /quiet /norestart - This is the standard setting for most patches in recent years. /u /q /z - Typical switch settings used to silently install older patches that do not use the Windows Installer technology. /m /q /z - Typical switch settings to silently install older patches released for Windows NT4. /q:a /r:n - Internet Explorer and other application switch settings to install in quiet user mode (/q:a) and not automatically reset (/r:n) when the install completes. Other switch settings found with Microsoft patch installations include: /? - Display the list of installation switches. /u - Use Unattended mode. /m - Unattended mode in older patches. /f - Force other programs to quit when the computer shuts down. /n - Do not back up files for removal. /o - Overwrite OEM files without prompting. /z - Do not restart when the installation is complete. /q - Use quiet mode (no user interaction). /l - List the installed hotfixes. /x - Extract files without running Setup.

Microsoft Office command line switches

The only switch permitted for use with Microsoft Office 2000 and Office XP related patches is /Q. If /Q is not specified, Microsoft Office 2000 and Microsoft Office XP switches will be automatically reset to /INSTALL-AS-USER. Microsoft Office 2003 patches may also include the /MSOCACHE switch used to attempt a silent install if the MSOCache exists on the machine. These settings are enforced by the application.
Note:The /MSOCACHE switch only applies to Office 2003. When the patch database is updated, this switch is automatically added to all Office 2003 patches where a user has never modified a particular patch's command line switches. It is not automatically added to Office 2003 service packs. When this switch is used, the system determines if the MSOCache exists on the target machine. If the MSOCache does exist and this switch is used, the system automatically uses the run silently switch (/Q) thereby relying on the MSOCache rather than requiring the actual installation media. If the MSOCache does not exist on the target machine, the existing switch is used. If a patch installation fails that uses the /MSOCACHE switch, it typically means that the MSOCache could not be used by the patch. In this case, you must clear out all command line switches for this patch and set the /INSTALL-AS-USER switch. Re-running the patch installation should now succeed. Unfortunately, this requires user intervention and also probably requires the Office 2003 installation media.

Server-side command line switches

Special server-side command line switches can be combined with patch specific switches: /INSTALL-AS-USER - Tells the system to only install this patch as a user. Some rare patches do not install successfully unless someone is logged onto the machine. Add this switch if you find a patch is failing to install if no one is logged in.
Warning: This setting conflicts with the Skip update if user logged in setting fo und in Reboot Action (page 341). /INSTALL-AS-USER requires that a user be logged in to install.

/DELAY-AFTER=xxx - After the install wait xxx seconds before performing the reboot step. The reboot step starts after the install package completes. Some rare installers spawn additional

Patch Management programs that must also complete before rebooting. Add this switch to give other processes time to complete after the main installer is done.

Patch Data Filter Bar

You can filter the data displayed by specifying values in each field of the Patch Data Filter Bar at the top of the page.

Enter or select values in the KB Article, Classification or Products fields. You can also click the Edit... button to filter by additional fields and save the filtering selections you make as a view. Supports advanced filtering (page 30) logic. Saved views can be shared using the Make Public (others can view) checkbox when editing the view.

Filter patches by
Based on the patch category selected, this page displays all patches and service packs for all machines, both missing and installed, that match the current Machine ID/Group ID filter (page 604).

New Switches
Enter the command line switches you want to apply to selected patches.

Apply
Click Apply to apply the specified command line switches to selected patches.

Reset
Click Reset to reset the command lines of selected patches back to their default settings.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

KB Article
The knowledge base article describing the patch. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.

Patch Name
The patch install filename.

Security Bulletin
Click the Security Bulletin link to review the security bulletin, if available. Patches classified as security updates have a security bulletin ID (MSyy-xxx).

Product
The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

Office?
If an Office product, the version displays.

354

Switches
The command line switches used to install this patch.

Patch Location
Patch Management > Patch Location The Patch Location page defines the URL from which each patch is downloaded. Only patches missing from machine IDs that currently match the Machine ID / Group ID filter (page 26) are displayed here. You should consult this page if, when attempting to install a patch, you are notified of a Path Missing. The KServer maintains a list of each patch and the URL it should be downloaded from. In most cases the download URLs provided for patches are correct. Path Missing errors may occur for the following reasons: Each language may require a separate URL to download from. The URL may change for one or more patches. The KServer's record for the URL may be entered incorrectly or be corrupted. In such cases, users can change the download path associated with a patch. Manually entered URLs are shown in dark red.
Note: Changes effect patches installed by all users. This page only displays for master role users (page 612).

To find the URL to a missing path

1. Click the KB Article listed for the missing path. 2. Read through the knowledge base article and locate the download URL for the patch.
Note: There may be several products referenced by the same KB Article. For instance, each Windows operating system is a different product. Also, patches can be different for specific service packs of the operating system.

3. Click on the download link for your patch. If a different patch is available for each language, you will be prompted to select a language. 4. Select the appropriate language for the download, if applicable. 5. Click the Download link or button and download the patch file. 6. On your web browser, click the History icon to view your URL history. 7. Locate the file you just downloaded from your history list. Typically, the file will be in the download.microsoft.com domain. 8. Right- click the filename you just downloaded and select Copy from the menu. This copies the entire URL into your clipboard. 9. Return to the Patch Location page and: a. Paste the URL into the New Location edit box. b. Select the radio button to the left of the KB Article for which you are entering a new patch location. c. Click the Apply button.

Patch Data Filter Bar

You can filter the data displayed by specifying values in each field of the Patch Data Filter Bar at the top of the page.

Patch Management Enter or select values in the KB Article, Classification or Products fields. You can also click the Edit... button to filter by additional fields and save the filtering selections you make as a view. Supports advanced filtering (page 30) logic. Saved views can be shared using the Make Public (others can view) checkbox when editing the view.

New Location
Enter a new URL.

Apply
Click Apply to apply the URL listed in the New Location field to the selected patch.

Remove
Click Remove to delete the download URL associated with a patch ID.
Warning: Removing a path disables patching managed machines using this patch until the correct path is entered.

KB Article
The knowledge base article describing the patch. Click the KB Article link to display a Details page about the patch. The Details page contains a link to display the knowledge base article.

Security Bulletin
Click the Security Bulletin link to review the security bulletin, if available. Patches classified as security updates have a security bulletin ID (MSyy-xxx).

Product
The Product column helps identify the product category associated with a specific patch. If a patch is used across multiple operating system families (i.e., Windows XP, Windows Server 2003, Vista, etc.), the product category is Common Windows Component. Examples include Internet Explorer, Windows Media Player, MDAC, MSXML, etc.

Language
The language associated with the patch location.

356

Chapter 9

Remote Control
In This Chapter
Remote Control Overview Control Machine Video Streaming Reset Password Select Type Set Parameters Preinstall RC Uninstall RC User Role Policy Machine Policy FTP Control Machine Task Manager Chat Send Message Power Management Remote ISO Boot Live Connect Quick View 359 360 363 364 366 368 368 370 371 372 374 376 377 377 379 381 382 384 389

357

Remote Control

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

358

Remote Control Overview

View and operate managed machines as if they were right in front of you simply by clicking its machine ID. The Remote Control module enables you to: Automatically connect the user to the remote computer independent of any gateway or firewall configurations, even behind NAT. Remote control even without a agent using video streaming. Work independently or with the user to solve problems interactively where both parties can see what is happening in real time. Set policies that allow users to block remote control or require users to ask permission before accessing a machine. Use four best of breed remote control packages: WinVNC, pcAnywhere (Symantec), RAdmin (Famatech), or RDP (Microsoft). FTP to any managed machine and access files even behind NAT gateways and firewalls. Direct chat with any managed machine. Perfect for supporting dial up users with only a single phone line. Remote control and chat at the same time. Power up, power down, bootup or reboot vPro-enabled machines. Use Live Connect to perform tasks and functions solely for one managed machine. Click any check-in icon next to any machine ID in the VSA. Functions
Control Machine (page 360) Video Streaming (page 363) Reset Password (page 364) Select Type (page 366)

Description
Allows users to view and/or take control of a managed machine's desktop remotely for troubleshooting and/or instructional purposes. Remote control machines that do not have an agent installed. Reset the password for a local account on a managed machine. Specify the type of remote control software the VSA uses on a per machine basis. WinVNC, Remote User, pcAnywhere, and RDP are all supported.

Set Parameters (page 368) Specify the remote control settings to use with each remote control package. Preinstall RC (page 368) Uninstall RC (page 370) User Role Policy (page 371) Install the remote control service Uninstall the remote control service Determines how machine users are notified that a remote control session to their machine is about to begin. Set by VSA user role.

Machine Policy (page 372) Determines how machine users are notified that a remote control session to their machine is about to begin. Set by machine ID. FTP (page 374) SSH (page 376) Task Manager (page 377) Chat (page 377) Initiate an FTP session with any remote managed machine. Runs an SSH command line session on a selected, active Linux or Mac machine. Remotely executes the NT task manager and displays data in the browser. Start a chat session between a user and any remote machine.

Remote Control
Send Message (page 379) Power Management (page 381) Remote ISO Boot (page 382) Live Connect (page 384) Allows users to send network messages to selected managed machines. Powers on, powers off or reboots vPro-enabled machines. Boots VPro machines from an ISO image. Perform tasks and functions solely for one managed machine. Click any check-in icon next to any machine ID in the VSA.

Control Machine
Remote Control > Control Machine The Control Machine page establishes a remote control session between the user's local machine and a selected machine ID. Select the type of package to use to remote control a managed machine using Select Type (page 366). Set parameters for remote control sessions using Set Parameters (page 368). Use Video Streaming (page 363) to remote control a target machine that does not have an agent.
Note: You can also use Live Connect (page 384) to initiate a remote control session with a managed machine.

Automatic Installation
If WinVNC, K-VNC or RAdmin are not installed on a machine and a remote control session is initiated using Control Machine (page 360) or Video Streaming (page 363), then these packages are automatically installed. Installation does not require a reboot. Automatic installation takes up to an extra minute. To eliminate this delay during first time use, you can pre-install WinVNC, K-VNC or RAdmin on any managed machine using Preinstall RC (page 368).
Note: Uninstalling an agent does not remove the installed Remote Control package, KBU client, KES client, or KDPM client. Before you delete the agent, use Remote Control > Uninstall RC (page 370) to uninstall remote control on the managed machine. Uninstall all add-on module clients as well.

Initiating Remote Control

Initiate remote control by clicking the name of the target machine. Icons next to the managed machine ID indicate the current connection status for that machine. Only machine IDs with an or or icon can be connected to target machines and have live links; all others will be inactive. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Icon displays a tool tip showing the logon name. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

360

Note: Users can disable remote control and FTP sessions by right-clicking the icon on their managed machine and selecting Disable Remote Control. You can deny users this ability by removing Disable Remote Control using Agent > Agent Menu (page 73).

ActiveX Control
An ActiveX control automatically configures and runs the remote control, FTP or SSH package for you. The first time you use any remote control, FTP or SSH package on a new machine, your browser may ask if it is OK to download and install this ActiveX control. Click yes when asked. If the ActiveX control is blocked by the browser from running, the user is presented with a link to manually download and run the remote control package manually.

Helper Applications
In setting up a remote control or FTP session, gateway and port blocking problems are eliminated by always initiating outbound connections from both the target machine and the user machine. Helper applications, unique to each supported remote control or FTP package, automatically determine the optimal routing path between the VSA user machine and the remote machine. If a direct connection is not possible then the helper applications route the remote control traffic through the KServer on the same port used by agents to check-in (default 5721).

Enable verbose relay

Remote control or FTP of machines behind firewalls and NAT gateways may be relayed through the VSA server using a helper application. Checking this box displays a popup window with status information about the normally hidden helper application.

Remote Controlling the KServer

Clicking the KServer link starts a remote control session to the KServer itself. Use this feature to remotely manage your own KServer. Only master role users can remote control the KServer.

Remote Control and FTP for Users

VSA users can provide machine users with the same remote control and FTP access using Agent > Portal Access (page 81).

Remote Control Malfunctions

Some reasons for remote control failurefor target machines with and without an agentare: The remote machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured. The remote machine is on a slow connection. Let the applications run longer than the timeout period and see if that works. Anti-virus software on the remote machine may block the connection. This problem is eliminated if Endpoint Security protection is installed on the remote machine. Wrong primary KServer address - Remote control can only connect through the primary KServer address. Machines with an agent can connect through either the primary or secondary address. Verify the remote machine can see the primary KServer address using Agent > Check-in Control (page 75). XP supports only one RDP session on the target machine and logs off other users. Starting a remote logon session from a second machine logs off the first remote logon session. The VSA uses the port relay to get through firewalls and gateways. To Windows XP, it appears as if the RDP session is connecting from the localhost.
Warning: Using the credential of a currently logged on user confuses XP. It can not determine if the user is reactivating the existing session locally or remotely initiating a new connection. As a result Window XP may hang, requiring a reboot to recover. The VSA can not protect you from this. Do not log on using the user name of an already logged on account.

Remote Control Your pcAnywhere viewer is connecting to your local machine, not the remote machine. The KServer relay is telling the viewer to connect to localhost. If you have a pcAnywhere host running on the machine you are viewing from, then the viewer connects to it and not the VSA relay. Right click the pcAnywhere icon in the system tray and select Cancel Host. pcAnywhere presents an error dialog saying Cannot find callhost file: C:\Document and Settings\All Users\Application Data\Symantec\pcAnywhere\Network.CHF. There is no Network remote control item configured in pcAnywhere. 1. 2. 3. 4. 5. 6. Open the pcAnywhere application and click on the Remote Control function. Click Add Remote Control Item. Create an item named Network. Select TCP/IP as the connection device. Leave the host name blank. Close pcAnywhere.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Remote Control Package

The remote control package assigned to this machine ID. Select the type of package to remote control a managed machine using Select Type (page 366). WinVNC K-VNC Remote User pcAnywhere RDP Apple

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). Only machine IDs with an or or icon can be connected to target machines and have live links; all others will be inactive.

Current User
The user currently logged on to the managed machine.

362

Active Admin
The VSA user currently conducting a remote control session to this machine ID.

Video Streaming
Remote Control > Video Streaming The Video Streaming page establishes a remote control session between the VSA user's local machine and a machine without an agent. Use it to help someone quickly on an infrequent basis. If you plan to provide continuous support we recommend you install an agent. The following conditions apply: The remote user must log into a URL after the user has started the video streaming session. The remote user must have user privileges on the local machine. Each VSA user can only initiate a single video streaming session at a time. Set parameters for remote control sessions using Set Parameters (page 368). See Select Type (page 366) for a description of the different types of remote control packages.
Note: Use Control Machine (page 360) to remote control a target machine that has an agent.

Automatic Installation
If WinVNC, K-VNC or RAdmin are not installed on a machine and a remote control session is initiated using Control Machine (page 360) or Video Streaming (page 363), then these packages are automatically installed. Installation does not require a reboot. Automatic installation takes up to an extra minute.

Automatic Uninstallation
When either side terminates the Video Streaming session, the remote server on the target machine uninstalls automatically, removing all remote control files and registry additions.

ActiveX Control
An ActiveX control automatically configures and runs the remote control, FTP or SSH package for you. The first time you use any remote control, FTP or SSH package on a new machine, your browser may ask if it is OK to download and install this ActiveX control. Click yes when asked. If the ActiveX control is blocked by the browser from running, the user is presented with a link to manually download and run the remote control package manually.

Helper Applications
In setting up a remote control or FTP session, gateway and port blocking problems are eliminated by always initiating outbound connections from both the target machine and the user machine. Helper applications, unique to each supported remote control or FTP package, automatically determine the optimal routing path between the VSA user machine and the remote machine. If a direct connection is not possible then the helper applications route the remote control traffic through the KServer on the same port used by agents to check-in (default 5721).

Remote Control Malfunctions

Some reasons for remote control failurefor target machines with and without an agentare: The remote machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured. The remote machine is on a slow connection. Let the applications run longer than the timeout period and see if that works. Anti-virus software on the remote machine may block the connection. This problem is eliminated if Endpoint Security protection is installed on the remote machine.

Remote Control Wrong primary KServer address - Remote control can only connect through the primary KServer address. Machines with an agent can connect through either the primary or secondary address. Verify the remote machine can see the primary KServer address using Agent > Check-in Control (page 75).

Start
Click the Start button. Ask the remote user to display the http://<yourKServerURL>/gethelp.asp web page and click your user name to begin the video streaming session.

Enable verbose relay

Remote control or FTP of machines behind firewalls and NAT gateways may be relayed through the VSA server using a helper application. Checking this box displays a popup window with status information about the normally hidden helper application.

Select remote control package to use

The default remote control service uses WinVNC. See Select Type (page 366) for a description of the different types of remote control packages. WinVNC K-VNC Remote User

Specify the default HTML message seen by users when no administrator is waiting to help.
This is the message displayed if the remote user displays the http://<yourKServerURL>/gethelp.asp web page and no VSA user is logged into the KServer. After making changes to this message, click the Apply button to save it. Click Default to reset the message back to its default setting.

Reset Password
Remote Control > Reset Password The Reset Password page creates a new password and, if necessary, a new user account on a managed machine. It can also change domain user accounts on domain name controllers. If the username does not already exist, checking the Create new account checkbox creates a new account with the specified password. Reset Password returns an error if you attempt to reset the password for a username that is not already created on the managed machine or if you create a password that is already being used by a user account. Blank passwords are not permitted.
Note: To delete a user account, you can create a procedure to delete the user account or use remote control to manually delete the user account.

Resetting the User Password

Use Reset Password to reset the user password on all your managed machines when: Your user password is compromised. Someone leaves your organization who knew the user password. It is time to change the user password as part of a good security policy.

364

Note: On non-domain controllers, only the local user account on the remote machine is changed. On domain controllers, Reset Password changes the domain user accounts.

Apply
Click Apply to apply password and user account parameters to selected machine IDs.

Cancel
Click Cancel to clear pending password changes and user account creations on selected machine IDs.

Username
Enter the username on the managed machine.

Create new account

Check this box to create a new user account on the managed machine.

as Administrator
Check this box to create the new user account with administrator privileges.

Password / Confirm
Enter a new password.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Status
The status of pending password changes and user account creations.

Remote Control

Select Type
Remote Control > Select Type The Select Type page specifies which remote control package is used by Control Machine (page 360) to remote control a managed machine. You can assign different packages to different machines. Each machine ID displays the icon of the remote control package it is currently assigned to use.

Virtual Network Computing

Virtual Network Computing (VNC), also called remote control or remote desktop, is a graphical desktop sharing system which uses the Remote Framebuffer (RFB) protocol to remotely control another computer. It transmits the keyboard and mouse events from one computer to another, relaying the graphical screen updates back in the other direction, over a network. It is included with the KServer primarily to provide immediate technical support. VNC is platform-independent. A VNC viewer on any operating system can usually connect to a VNC server on any other operating system. The VNC server is the program on the remote machine that shares its screen. The VNC client (or viewer) is the program on the local machine that watches and interacts with the remote machine. The VNC client machine requires user access rights to the VNC server machine. Since Kaseya VNC sessions are relayed through the KServer, all VNC sessions are protected by the Kaseya 256 bit rolling encryption protocol.

Select remote control package to use with selected machines

The VSA supports the following third party remote control packages. WinVNC - This open source, freely available, remote control package comes bundled with the VSA. WinVNC is the default package used to remote access all managed machines.
Note: For Linux agents, the VSA automatically installs x11vnc servers on selected machines the first time you remote control that machine. Use either WinVNC to K-VNC to remote access Linux machines.

K-VNC - The enterprise version of VNC. This is the only remote control option available for Vista, Windows 7, and Windows Server 2008. It can also be used on Windows 2000, XP, 2003, and Macintosh OS X 10.4.x (Tiger) and 10.3.x (Panther). The VSA automatically installs the K-VNC server on selected machines the first time you remote control that machine. RAdmin - RAdmin is a commercially available remote control package offering both high speed and file transfer capability. Use RAdmin where bandwidth limitations exist or you need remote file transfer to the machine. The VSA automatically installs the RAdmin server on selected machines the first time you remote control that machine.
Note: The RAdmin package bundled with the VSA is a trial version of RAdmin 3.0 and expires after 30 days. After the 30 trial you will need to purchase licenses from RAdmin if you would like to continue using their product. Obtain licenses from www.radmin.com (http://www.radmin.com). RAdmin 3.0 only supports installations on Windows 2000/XP/2003 operating systems. Windows Vista and above are not supported.

pcAnywhere - pcAnywhere is a widely used remote control package available from Symantec. The VSA fully supports pcAnywhere but does not automatically install it. You must purchase pcAnywhere separately and install it on the workstation before you can use this option. Combining the VSA with existing installations of pcAnywhere allows you to remote control machines behind gateways without mapping ports or opening firewalls. RDP - Microsoft RDP is only available with Windows NT, 2000, XP, Vista, Windows 7, 2003 or 2008. The VSA does not automatically install RDP but does allow you to remote control machines behind gateways without mapping ports or opening firewalls. XP, Vista and Windows 7 come pre-installed with RDP access for a single user. For other operating systems see Terminal Service Client Access License requirements

366

(http://technet2.microsoft.com/windowsserver/en/technologies/featured/termserv/tslicensing.mspx) on the Microsoft website. Apple VNC Server & UltraVNC viewer combination - UltraVNC is an open source, freely available, remote control viewer which comes bundled with the VSA. The Apple VNC Server is built-in into Mac OS X 10.5 and above. The combination of the UltraVNC viewer with Apple's built-in VNC Server is used on all managed machines running Mac OS X 10.5 and above. This is the only remote control option available for Mac OS X 10.5 (Leopard) and above (including Snow Leopard). The VSA automatically installs the UltraVNC viewer on the admin side the first time you remote control any of the supported Mac systems.

To Assign Remote Control Packages to Machine IDs

1. Select the type of package to use from the drop-down list. 2. Check the box to the left of machine IDs you want to use this remote control package. 3. Click the Select button.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Remote Control Package

The remote control package assigned to this machine ID. WinVNC K-VNC Remote User pcAnywhere RDP

Remote Control

Set Parameters
Remote Control > Set Parameters The Set Parameters page sets the default parameters for your remote control session. These settings are remembered on a per VSA user basis. Changes take effect immediately and are reused every time you start remote control. See Select Type (page 366) for a description of the different types of remote control packages.

WinVNC and K-VNC Options

View Only Mode - You can view the remote machine. No mouse or keyboard events are sent to the remote machine. Hide WinVNC system tray icon on the remote machine - Check this box to hide the WinVNC icon on the remote machine. Restrict to 64 colors - The display is set to 64 colors. This is useful for slower connections. Full Screen mode - The entire display of your local machine is used to display the screen contents of the remote machine. Exit by displaying the remote control menu (default F8) and unselect Full screen.

RAdmin Options
Full Control - You can view and/or control the screen keyboard and mouse of the remote machine. View Only - You can view the remote machine. No mouse or keyboard events are sent to the remote machine. File Transfer - Start a file transfer (FTP) session with the remote machine. This mode presents you with two standard file browsers, one for the remote machine and one for your local machine. Drag and drop files between the two machines in this mode. Full Screen View Mode - The entire display of your local machine is used to display the screen contents of the remote machine. This option is only available for Full Control or View Only sessions. Encrypt Data Stream - Checking this box encrypts all traffic between your local machine and the remote machine. Updates/sec - Sets the maximum number of updates per second RAdmin generates. Higher update rates consume more CPU cycles on the remote machine. Color Format - Specifies the number of colors used for remote control. Large color formats use more bandwidth.

RDP Options
Console mode - Remote control the console session of the remote machine. Full Screen mode - Use your full screen to remote control the remote machine. Fixed Screen size - Set a fixed width and height for your remote control session. Share Disk Drives - Connect your disk drives to the remote machine. Only share the following disks - Enter the specific drive letters to share, or leave blank to share all disks. Share Printers - Connect your printers to the remote machine. Disable Desktop Wallpaper - Turn off wallpaper on the remote machine for faster processing.

Preinstall RC
Remote Control > Preinstall RC The Preinstall RC page installs WinVNC, K-VNC or RAdmin on selected machine IDs without initiating a

368

remote control session. Select the type of package to remote control a managed machine using Select Type (page 366). When an install is pending on any machine ID this page automatically refreshes every 5 seconds until the procedure completes.
Note: Preinstall RC does not install pcAnywhere or RDP.

Automatic Installation
If WinVNC, K-VNC or RAdmin are not installed on a machine and a remote control session is initiated using Control Machine (page 360) or Video Streaming (page 363), then these packages are automatically installed. Installation does not require a reboot. Automatic installation takes up to an extra minute. To eliminate this delay during first time use, you can pre-install WinVNC, K-VNC or RAdmin on any managed machine using Preinstall RC (page 368).
Note: Uninstalling an agent does not remove the installed Remote Control package, KBU client, KES client, or KDPM client. Before you delete the agent, use Remote Control > Uninstall RC (page 370) to uninstall remote control on the managed machine. Uninstall all add-on module clients as well.

Install
Click Install to install WinVNC, K-VNC or RAdmin on selected machine IDs.

Cancel
Click Cancel to clear pending install procedures for selected machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Remote Control Package

The remote control package assigned to this machine ID. Select the type of package to remote control a managed machine using Select Type (page 366). WinVNC K-VNC

Remote Control Remote User pcAnywhere RDP Apple

Last Status
Pending indicates the install will run the next time that machine checks into the KServer. Otherwise, this column displays when the remote control package was installed on the machine ID.

Uninstall RC
Remote Control > Uninstall RC The Uninstall RC page uninstalls WinVNC, K-VNC or RAdmin on selected machine IDs. Multiple types of remote control packages may be installed on a single machine ID. Select the type of package to uninstall from a managed machine using Select Type (page 366). When an uninstall is pending on any machine ID this page automatically refreshes every 5 seconds until the procedure completes. If an existing installation of WinVNC or RAdmin has problems then the VSA may not be able to establish a remote control session. If remote control fails then running Uninstall RC on that machine ID cleans out any existing problem installs. A fresh copy of the remote control package is installed the next time a remote control session is started or using Preinstall RC (page 368).
Note: Uninstall RC does not uninstall pcAnywhere or RDP. Note: Uninstalling an agent does not remove the installed Remote Control package, KBU client, KES client, or KDPM client. Before you delete the agent, use Remote Control > Uninstall RC (page 370) to uninstall remote control on the managed machine. Uninstall all add-on module clients as well.

Automatic Uninstallation
Uninstall RC is not required for Video Streaming. When either side terminates the Video Streaming session, the remote server on the target machine uninstalls automatically, removing all remote control files and registry additions.

Uninstall
Click Uninstall to uninstall WinVNC, K-VNC or RAdmin on selected machine IDs.

Cancel
Click Cancel to clear pending uninstall procedures for selected machine IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. 370

Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Remote Control Package

The remote control package assigned to this machine ID. Select the type of package to remote control a managed machine using Select Type (page 366). WinVNC K-VNC Remote User pcAnywhere RDP Apple

Last Status
Pending indicates the uninstall will run the next time that machine checks into the VSA. Otherwise, this column displays when the remote control package was uninstalled on the machine ID.

User Role Policy

Remote Control > User Role Policy The User Role Policy page determines how you want to notify users that a remote control session to their machine is about to begin. Policies are applied by user roles (page 408).
Note: See Machine Policy (page 372) to apply remote control notification policies by machine ID. Machine policy takes precedence over user role policy.

Apply
Click Apply to apply policy parameters to selected machine IDs.

Select User Notification Type

Silently take control - Do not tell the user anything. Take control immediately and silently. If user logged in display alert - Display notification alert text. The alert text can be edited in the text box below this option. If user logged in ask permission - Ask the user if it is alright to begin a remote control session. The ask permission text can be edited in the text box below this option. Remote control can not proceed until the user clicks the Yes button. If nothing is clicked after one minute, No is assumed and the VSA removes the dialog box from the target machine. If no user is logged in, proceed with the remote control session. Require Permission. Denied if no one logged in - Ask the user if it is alright to begin a remote control session. The ask permission text can be edited in the text box below this option. Remote control can not proceed until the user clicks the Yes button. If nothing is clicked after one minute, No is assumed and the VSA removes the dialog box from the target machine. The remote control session is cancelled.

Remote Control

Notify user when session terminates.

Check this box to notify the user when the session terminates.

Session Termination Message

Displays only if the Notify user when session terminates box is checked. Modify the default message if necessary. The <admin> variable is the only variable that can be used in this message.

Notification Alert Text / Ask Permission Text

Displays only if the Select User Notification Type is not Silently take control. Modify the default message if necessary. The <admin> variable is the only variable that can be used in this message.

Remove
Click Remove to clear policy parameters from selected machine IDs.

Require admin note to start remote control

Click this box to require VSA users to enter a note before starting the remote control session. The note is included in the remote control log and is not displayed to the machine user.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Delete
Click the delete icon next to a user role to clear the policy.

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Role Name
The list of user roles (page 408).

Policy
The remote control policy applied to a user role.

Message
The text messages applied to a user role.

Machine Policy
Remote Control > Machine Policy The Machine Policy page determines how you want to notify users a remote control session to their machine is about to begin. This policy is applied to machine IDs.
Note: See User Role Policy (page 371) to apply remote control notification policies by machine ID. Machine policy takes precedence over user role policy.

372

Apply
Click Apply to apply policy parameters to selected machine IDs.

Select User Notification Type

Silently take control - Do not tell the user anything. Take control immediately and silently. If user logged in display alert - Display notification alert text. The alert text can be edited in the text box below this option. If user logged in ask permission - Ask the user if it is alright to begin a remote control session. The ask permission text can be edited in the text box below this option. Remote control can not proceed until the user clicks the Yes button. If nothing is clicked after one minute, No is assumed and the VSA removes the dialog box from the target machine. If no user is logged in, proceed with the remote control session. Require Permission. Denied if no one logged in - Ask the user if it is alright to begin a remote control session. The ask permission text can be edited in the text box below this option. Remote control can not proceed until the user clicks the Yes button. If nothing is clicked after one minute, No is assumed and the VSA removes the dialog box from the target machine. The remote control session is cancelled.

Notify user when session terminates.

Check this box to notify the user when the session terminates.

Session Termination Message

Displays only if the Notify user when session terminates box is checked. Modify the default message if necessary. The <admin> variable is the only variable that can be used in this message.

Notification Alert Text / Ask Permission Text

Displays only if the Select User Notification Type is not Silently take control. Modify the default message if necessary. The <admin> variable is the only variable that can be used in this message.

Remove
Click Remove to clear policy parameters from selected machine IDs.

Require admin note to start remote control

Click this box to require VSA users to enter a note before starting the remote control session. The note is included in the remote control log and is not displayed to the machine user.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Delete
Click the delete icon next to a machine ID to clear the policy.

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them.

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Remote Control

Policy
The remote control policy applied to a machine ID.

Message
The text messages applied to a machine ID.

FTP
Remote Control - FTP The FTP page establishes an FTP session between the user's local machine and a selected machine ID. Once the FTP session is initiated, a new browser window pops up displaying the contents of a fixed disk on the managed machine. Just drag and drop files as you normally would.
Note: You can also use Live Connect (page 384) to initiate an FTP session with a managed machine.

File Transfer Protocol (FTP

File Transfer Protocol (FTP) is a commonly used protocol for exchanging files over any network that supports the TCP/IP protocol. The FTP server is the program on the target machine that listens on the network for connection requests from other computers. The FTP client is the program on the VSA user's local machine that initiates a connection to the server. The FTP client machine requires user access rights to the FTP server machine. It is included with the KServer primarily to provide immediate technical support. Once connected, the client can upload files to the server, download files from the server, rename or delete files on the server and so on. Any software company or individual programmer is able to create FTP server or client software because the protocol is an open standard. Virtually every computer platform supports the FTP protocol. Since Kaseya FTP sessions are relayed through the KServer, all FTP sessions are protected by the Kaseya 256 bit rolling encryption protocol.

Initiating FTP
Initiate an FTP session by clicking the name of the remote machine. Icons next to the managed machine ID indicate the current connection status for that machine. Only machine IDs with an or or icon can be connected to target machines and have live links; all others will be inactive. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Icon displays a tool tip showing the logon name. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended
Note: Users can disable remote control and FTP sessions by right-clicking the icon on their managed machine and selecting Disable Remote Control. You can deny users this ability by removing Disable Remote Control using Agent > Agent Menu (page 73).

ActiveX Control
An ActiveX control automatically configures and runs the remote control, FTP or SSH package for you. The first time you use any remote control, FTP or SSH package on a new machine, your browser may 374

ask if it is OK to download and install this ActiveX control. Click yes when asked. If the ActiveX control is blocked by the browser from running, the user is presented with a link to manually download and run the remote control package manually.

Helper Applications
In setting up a remote control or FTP session, gateway and port blocking problems are eliminated by always initiating outbound connections from both the target machine and the user machine. Helper applications, unique to each supported remote control or FTP package, automatically determine the optimal routing path between the VSA user machine and the remote machine. If a direct connection is not possible then the helper applications route the remote control traffic through the KServer on the same port used by agents to check-in (default 5721).

Enable verbose relay

Remote control or FTP of machines behind firewalls and NAT gateways may be relayed through the VSA server using a helper application. Checking this box displays a popup window with status information about the normally hidden helper application.

FTP the KServer

Clicking the FTP the KServer link starts an FTP session with the KServer itself. This option only displays for master role users (page 612).

Enable / Disable the Machine User's Ability to Initiate FTP Remotely

Users can enable / disable the machine user's ability to initiate FTP remotely to their own machine from another machine using Agent > Portal Access (page 81) and System > Machine Roles (page 410).

FTP Malfunctions
Some reasons for FTP failure with managed machines are: The user machine is blocking outbound traffic on the agent check-in port (default 5721). The firewall may need to be reconfigured. The target machine is on a slow connection. Let the applications run longer than the timeout period and see if that works. Anti-virus software on the target machine may block the connection. This problem is eliminated if KES Security protection is installed on the target machine. Wrong primary KServer address - Remote control can only connect through the primary KServer address. Machines with an agent can connect through either the primary or secondary address. Verify the remote machine can see the primary KServer address using Agent > Check-in Control (page 75). You accessed the KServer from a different address. The helper application gets connection information from a cookie on the local machine. To access this information, the helper passes the URL of the KServer to Windows. Say you downloaded the helper application from www.yourKServer.net. Then you open a new browser and access the KServer by typing in its IP address 192.168.1.34. The KServer drops a cookie for 192.168.13.34 while the helper tries to get a cookie corresponding to www.youKServer.net. The helper won't find the cookie. If this happens to you, just download a new helper application and try again. FTP requires Passive FTP be turned off. If you get the following error after attempting an FTP session:

Remote Control Then disable Passive FTP on your browser as follows: 1. Open Internet Options... from IE's Tools menu. 2. Click on the Advanced tab. 3. In the Browsing section, look for Use Passive FTP and uncheck this setting. 4. Click OK and try FTP again.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Enter a drive letter to FTP to

Enter the drive letter to FTP to, instead of selecting a remote fixed drive option.
Note: The KServer determines how many fixed disks a managed machine has via its Latest Audit (page 134).

Control Machine
Remote Control > SSH The SSH page runs an SSH command line session on a selected, active Linux or Mac machine. Only Linux or Mac machines with an or or icon are active.

ActiveX Control
An ActiveX control automatically configures and runs the remote control, FTP or SSH package for you. The first time you use any remote control, FTP or SSH package on a new machine, your browser may ask if it is OK to download and install this ActiveX control. Click yes when asked. If the ActiveX control is blocked by the browser from running, the user is presented with a link to manually download and run the remote control package manually.

Running an SSH Session

1. Click any Linux or Mac machine that displays a hyperlink beneath the machine ID name. A second page states the encrypted SSH session is starting. It attempts to automatically load the ActiveX control. If the ActiveX control fails to load, click the here hyperlink to download the ActiveX control manually and run it. Once the ActiveX control is downloaded and run, the SSH command line window displays on this same page.

376

2. The SSH command line session prompts you to enter an administrator username and password. 3. Click the Back hyperlink to end the SSH command line session.

Task Manager
Remote Control > Task Manager The Task Manager page performs the same function as Microsoft's Windows NT/2000 task manager. It lists all currently active processes on a managed machine. Clicking the link of a machine ID tasks the agent on the managed machine to collect 10 seconds of process data at the next check-in. Task Manager displays the results in tabular form. Task Manager supports all Windows operating systems, Windows 95 and up.
Note: You can also use Live Connect (page 384) to perform Task Manager tasks with a managed machine.

kperfmon.exe
kperfmon.exe is a small program run by the agent to collect task data on the target machine. It only runs while collecting task data. On some OS configurations kperfmon.exe may take about 4% of the CPU during the 10 seconds required to collect data.

Enable / Disable the Machine User's Ability to Access Task Manager Remotely
Users can enable / disable the machine user's access to Task Manager on their own machine remotely from another machine using the System > Machine Roles > Access Rights (page 411) tab

Name
The name of the process actively running on the managed machine.

CPU
The percent of CPU time consumed by that process over the 10 second data collection interval.

Mem Usage
The amount of main memory used by each active process.

Threads
The number of active threads associated with each active process.

End Process
You can kill any active process on the managed machine by selecting the radio button to the left of the process name and then clicking the End Process button. In addition to killing the active process, it re-collects the task data again.

Chat
Remote Control > Chat The Chat page initiates or continues chat sessions with logged on users on managed machines. Multiple chat sessions may be active at the same time. Each window title displays the machine ID name for that session. The system automatically removes all messages older than one hour. Press the Shift-Enter key combination to insert a carriage return into a message.

Remote Control
Note: You can also use Live Connect (page 384) to chat and video chat with a managed machine. Video chat allows you to video chat with anyone, not just a managed machine user.

To Initiate a Chat Session

Click the machine ID of the machine you wish to start chatting with. A chat session window opens on your machine and a chat window opens in a browser on the remote machine. Enter text in the text pane. Click the Send button to send the message.

To Respond to a Chat Session

If a chat popup window displays while you are logged on to the KServer, respond by entering text in the text pane. Click the Send button to send the message.

Join Session link

Multiple VSA users may participate in the same chat session with a machine user. If a chat session is in progress, the Join Session link displays next to that machine ID. Click this link to join the session. If the session was abnormally shut down, click this link to restart the chat session and recover all messages for the session.

Chatting with Other VSA Users

The names of logged on VSA users with scope (page 412) rights to the organizations and group IDs currently displayed by the machine ID.group ID filter (page 604) display on the Chat page as well. Click the link of another logged on VSA user to initiate a chat with that VSA user.

Enable / Disable the Machine User's Ability to Initiate Chat with VSA Users
Users can enable / disable the machine user's ability to initiate a chat session with VSA users using the System > Machine Roles > Access Rights (page 411) tab.

Ensuring Chat Opens a New Window

The default setting for Internet Explorer reuses open browser windows when any task opens a new URL. This same behavior occurs when you click a link in an email or Word document (the already open browser window is redirected to the new URL). To set Internet Explorer's default behavior to open new URLs in a new window perform the following steps: 1. Select Internet Option... from the Tools menu of any Internet Explorer window. 2. Click on the Advanced tab. 3. Uncheck the box labeled Reuse windows for launching shortcuts in the Browsing section. 4. Click OK.

My Machine Makes a 'Clicking' Noise Every Time the Chat Window Refreshes
Many Windows themes configure the system to play a sound every time Internet Explorer navigates to a new URL. One of these, start.wav, sounds like a click. To turn off the sound perform the following steps: 1. Open the Control Panel and select Sounds and Multimedia. 2. Click on the Sounds tab. 3. Scroll down and select Start Navigation in the Windows Explorer section. 4. Select (None) from the drop-down control labeled Name. 5. Click OK.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window.

378

Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412).

Play tone with each new message

Check this box to cause a tone to sound every time a new message is sent or received by a chat window.

Automatically close chat window when either party ends chat

Check this box to close the chat window when either party ends the chat. Leave blank, if you want each party to be able to view and copy text from the chat window, even if the other party ends the chat.

Remove your name from chat list seen by other administrators

Check this box to remove your name from the chat list seen by other VSA users.

Remove your name from chat list seen by users

Check this box to remove your name from the chat list seen by machine users.

Send Message
Remote Control > Send Message The Send Message page sends network messages to selected machine IDs. Messages can be sent immediately at the next managed machine check-in, or can be scheduled to be sent at a future date and time. The message either displays immediately on the managed machine, or the agent icon in the system tray of the managed machine flashes between a white background and its normal background when a message is waiting to be read. When the machine user click's the flashing icon the message displays. Machine users can also be notified by a conventional Windows dialog box or through a browser window. If a browser window is used, enter a URL instead of a text message. This feature can be handy, for example, to automatically take users to a web page displaying an updated contact sheet or other relevant information.
Note: Send and receive messages to and from other VSA users using Info Center > View Dashboard (page 183).

Enter message/URL sent to remote machines (dialog box or URL)

The text you enter depends on the display window you select. Enter a text message if the display window is a dialog box.

Remote Control Enter a URL if the display window is a browser.

Select display window

Select the manner in which the user is notified on the managed machine. The default is Dialog Box, which displays a standard Windows dialog box with the network message. Browser displays a URL in a web browser window.

Send Now
Click Send Now to send the message immediately to selected machines. The message displays in the Messages Not Yet Sent column until the message is received by the machine. For example, the machine may be offline.

Clear Messages
Click Clear Messages to remove messages that have not been delivered to managed machines.

Schedule time to send message

Enter the year, month, day, hour, and minute to send the message.

Schedule
Click Schedule to schedule delivery of the message to selected machine IDs using the schedule options previously selected. The message displays in the Messages Not Yet Sent column until the message is received by the selected machine.

Display Immediately/Flash Icon

This setting determines how managed machine users are notified once their message has been retrieved from the KServer. Display Immediately notifies the user immediately. Flash Icon flashes the agent icon in the system tray (on page 612) until the user clicks the icon. The message is then displayed according to the settings in Select display window.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent Quick View (page 389) window. Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Machine.Group ID
The list of Machine.Group IDs (page 604) displayed is based on the Machine ID / Group ID filter (page 26) and the machine groups the user is authorized to see using System > User Security > Scopes (page 412). 380

Current User
Displays the currently logged on user.

Messages Not Yet Sent

This column displays messages not yet sent.

Power Management
Remote Control > Power Management The Power Management page powers on, powers off or reboots vPro-enabled machines. Power management options are executed using the agent of the managed machine that originally identified the vPro-enabled machine using LAN Watch (page 57). A vPro (page 612) credential is required to execute power management options on a vPro-enabled machine. You can specify a credential using this page.
Note: You can display the hardware assets of vPro-enabled machines with credentials using Agent > View vPro (page 69).

This page provides you with the following actions: Schedule - Schedule a task once or periodically. Each type of recurrenceOnce, Hourly, Daily, Weekly, Monthly, Yearlydisplays additional options appropriate for that type of recurrence. Periodic scheduling includes setting start and end dates for the recurrence. Not all options are available for each task scheduled. Options can include: Distribution Window - Reschedules the task to a randomly selected time no later than the number of periods specified, to spread network traffic and server loading. For example, if the scheduled time for a task is 3:00 AM, and the distribution window is 1 hour, then the task schedule will be changed to run at a random time between 3:00 AM and 4:00 AM. Skip if offline - If checked and the machine is offline, skip and run the next scheduled period and time. If blank and the machine is offline, run the task as soon as the machine is online again. Power up if offline - If checked, powers up the machine if offline. Requires Wake-On-LAN or vPro and another managed system on the same LAN. Exclude the following time range - Applies only to the distribution window. If checked, specifies a time range to exclude the scheduling of a task within the distribution window. Specifying a time range outside of the distribution window is ignored by the scheduler. Run Now - Run the power management options now on selected machine IDs. Cancel - Cancel schedule options for selected machined IDs. Power Up / Power Down / Reboot - Select the power management option to execute.

Expand / Collapse
Click the plus icon of a vPro machine ID to display a history table of power management actions performed on that machine. Click the minus icon to collapse the history table.

Type
The power management option scheduled to be executed.

Last Power Management

The last time a power management option was executed.

Remote Control

New Power Management

The next time a power management option is scheduled to be executed.

Machine ID. Group ID

The machine ID.Group ID of this vPro-enabled machine, if an agent is installed. Blank, if no agent is installed.

vPro Host Name

The name for the vPro-enabled machine set by vPro configuration.

Proxy Agent
The machine ID.group ID of another managed machine used to execute power on, power off or reboot this vPro-enabled machine. The Proxy Agent must be on the same LAN as the vPro machine.

OS Computer Name
The name for the vPro-enabled machine set by the operating system.

IP Address
The IP address of the vPro-enabled machine.

Credentials
A vPro credential is typically collected during a LAN Watch scan. A credential is required by the vPro machine to respond to both Power Management and Remote ISO Boot (page 382) requests. If no credential exists or the credential needs to be changed you can click this cell to enter a new credential.

Remote ISO Boot

Remote Control > Remote ISO Boot The Remote ISO Boot page boots VPro (page 612) machines from an ISO image. An agent machine on the same LAN as the target vPro machine is used to mount a virtual disk on the VPro machine. The virtual disk points to a UNC share on the LAN containing an ISO image. The agent machine then boots the VPro machine from the virtual disk. A Remote ISO Boot cannot be scheduled. The boot occurs immediately.
Warning: Kaseya does not provide ISO images and is not responsible for 100% automation of the boot. A boot may require a user to hit any key to boot from ISO image, else the boot might occur from the hard drive.

VPro Configuration Requirements

The agent cannot be on the vPro machine. It has to be on a different machine in the same LAN. The VPro machine being booted must be VPro 3.0 or greater. SOL/IDE-R must be enabled in the Intel AMT BIOS extension. This cannot be done remotely. The agent machine used to boot the vPro machine, the VPro machines being booted and the UNC must all be on the same LAN. Only UNC shares can be specified. Mapped drives are not allowed. Credentials must be defined in advance, providing access to: The agent machine - Use Agent > Set Credential (page 82) if necessary.

382

 The UNC share on the LAN - The network credentials and UNC are both specified when the ISO boot icon is clicked in the Remote ISO Boot grid. When specifying a UNC path to a share accessed by an agent machinefor example \\machinename\shareensure the share's permissions allow read/write access using the credential specified for that agent machine in Agent > Set Credential (page 82). The vPro machine - vPro credentials are configured either during LAN Watch (page 57) scan or by clicking on the credentials icon in the Remote ISO Boot or Power Management grid.

Host Name
The name for the vPro-enabled machine set by vPro configuration.

Proxy Agent
The machine ID.group ID of another managed machine used to execute power on, power off or reboot this vPro-enabled machine. The Proxy Agent must be on the same LAN as the vPro machine.

Machine.Group ID
The machine ID.group ID of this vPro-enabled machine, if an agent is installed. Blank, if no agent is installed.

Credentials
The vPro credentials are typically collected during a LAN Watch scan. The credentials are required by the vPro machine to respond to both Power Management (page 381) and Remote ISO Boot requests. If none are defined or they need to be changed you can click this cell to define a new credential.

Remote ISO Boot

Click the Remote ISO Boot icon to specify the UNC File Path, User Name and Password. Then click the Go button. The UNC File Path must include the filename of the ISO image. The User Name and Password is required to access to the ISO image file on the LAN.

Components
ISO boot is implemented via the following components: VProProxy.dll - This dll is used by the agent on the agent machine to communicate with the VPro machine. Redirect.exe - This process is run with the passed in network credentials and manages the virtual drive.

Switches
The following are switches sent to VProProxy.dll when doing an ISO boot. -redirect - We're going to do a redirect operation. Possible values - command -username - The VPro user name (like admin) -password - The password for the VPro user -ip - The ip address of the target machine -iso - The UNC path to the ISO image -redirectPath - The path to redirect.exe -o - The full name and path of the out file for VProProxy.dll -redirectOut - The full name and path of the out file for redirect.exe -netUsername - The name of the network user with authority to access iso image. Name must be in the form of name@domain.

Remote Control -newPassword - The password for the network user

Example
The following is an example of a command line using the switches above.
C:\temp\VProProxy.dll -redirect command -username admin -password Pass=W0rd -ip 10.10.10.58 -iso "\\10.10.10.139\ISOImages\EN_WINDOWS_XP_PRO_WITH_SP2.ISO" -redirectPath C:\temp\redirect.exe -o C:\temp\ProxyOut.txt -netUsername john.smith@kaseya.com -netPassword SomePassword -redirectOut c:\temp\RedirectInfo.txt

Live Connect
Live Connect The Live Connect page displays by clicking any check-in icon, for example , next to any machine ID in the VSA. Live Connect enables you to perform system level tasks and functions on a single managed machine, in most cases without having to interrupt the user.

Windows
Live Connect for Windows machines supports the following menu items: Home, Agent Data, Audit Information, File Manager, Command Shell, Registry Editor, Task Manager, Event Viewer, Ticketing, Chat, Desktop Access and Video Chat.

Macintosh
Live Connect for Macintosh machines supports the following menu items: Home, Agent Data, Audit Information, File Manager, Command Shell, Ticketing, Chat, Desktop Access and Video Chat. Does not include a thumbnail preview image of the desktop in Live Connect.
Note: On Mac Leopard (Intel) systems, you can use Desktop Access in Live Connect to remote control a Windows system using Firefox, Safari, or Chrome. On Windows systems using any of our supported browsers you can use Desktop Access to remote control a Mac Leopard (Intel) system.

Window Header
Basic information about the managed machine displays at the top of the Live Connect window. Thumbnail View - The desktop of the currently logged on user displays in a thumbnail view, if a user is logged onto the machine. Machine Info - Lists basic information about the managed machine. Performance Graphs - Shows CPU % and Memory % performance graphs for the managed machine. Log Off - Only displays if a machine user using Portal Access is logged in remotely from the machine. Help - Displays online help for Live Connect.

Menu Options
A menu of tabbed property sheet provides access to various categories of information about the managed machine. Home - The Home tab is the first tab displayed when the Live Connect window opens. Home - Typically the Home tab displays a welcome message and the URL page of the agent service provider. The Run Procedures section of the Home tab enables the Live Connect user to run agent procedures on the managed machine immediately. A Custom Links section may display on the Home tab, if specified by the service provider, offering links to additional

384

resources. Multiple customized Home tabs are possible, each with a unique name, if specified by the service provider. Change Logon - Changes the remote logon user name and password for this managed machine. These logon options enable a user to access the Live Connect window to this managed machine from any other machine, including initiating a remote desktop session with the managed machine, if Desktop Access is enabled by the service provider. Enter the same URL used to logon to the VSA. Then enter the Live Connect user name and password specified in this tab. Accessing Live Connect remotely in this manner from another machine is called Portal Access. Portal Access logon options can also be maintained within the VSA using Agent > Portal Access (page 81). Change Profile - Changes the contact information for this managed machine. This information populates a ticket with contact information when Live Connect is used to create a ticket. This information can also be maintained using Agent > Edit Profile (page 79). Agent Data - Displays the following tabs: Pending Procedures - Displays and schedules pending agent procedures for a managed machine and the agent procedure history for that machine. Includes the execution date/time, status and user who scheduled the procedure. Click the Schedule Another Procedure button to schedule a procedure not yet pending. Once selected and scheduled, the procedure displays at the bottom of the Pending Procedures section. Click the Schedule button to schedule a selected procedure to run in the future or on recurring basis. Click the Run Now button to run a selected procedure once immediately. Click the Cancel button to cancel any selected pending procedure. Logs - Displays the logs available for a machine: Alarm Log, Monitor Action Log, Agent Log, Configuration Changes, Network Statistics, Event Log, Agent Procedure Log, Remote Control Log, Log Monitoring. Patch Status - Displays Missing and Pending Microsoft patches and schedules missing patches. If a machine belongs to a patch policy (page 607), missing patches may be further identified as Denied (Pending Approval). The user can manually override the denied patch policy by scheduling the patch. Click the Schedule button to schedule a selected missing patch. Click the Cancel button to cancel a selected pending patch. Click the Show History link to display the history of patches installed on the managed machine. Agent Settings - Displays information about the agent on the managed machine: Agent version Last check-in Last reboot First time check-in Patch Policy Membership - Defined using Patch Management > Membership: Patch Policy
(page 331)

View Definition Collections - Defined using the Only show selected machine IDs option in View Definitions (page 28). Working Directory - Can also be defined using Agent > Working Directory (page 78). Check-In Control - Can also be defined using Agent > Check-In Control (page 75). Edit Profile - Can also be defined using Agent > Edit Profile (page 79). Agent Logs and Profiles - Can also be defined using Agent > Log History (page 36).

Remote Control Documents - Lists documents uploaded to the KServer for a managed machine. You can upload additional documents. Provides the same functionality as Audit > Documents (page 143). Get File - Accesses files previously uploaded from a managed machine. Click the link underneath a file to display the file or run it. Provides the same functionality as Agent Procedures > Get Files (page 127). Audit Information - Information tabs include: Machine Info, Installed Applications, System Information, Disk Volumes, PCI & Disk Hardware, and Printers. Provides audit information based on your Latest Audit (page 599). You can perform an an immediate audit using the Machine Info tab. File Manager - Displays two file managers, one for your local machine and one for the managed machine. Using the upper panes only you can: Create directories and delete, refresh or rename files or directories using either file manager. Move files within the same file manager using drag and drop. Copy files between file managers using drag and drop. Command Shell - Opens a command shell on the managed machine. Defaults to the c:\windows\system32 directory. Registry Editor - Displays the registry of the managed machine ID. You can create, rename, refresh or delete keys and values, and set the data for values. Task Manager - Lists Windows Task Manager data for the managed machine. You can stop or prioritize Processes, stop and start Services, check typical Performance benchmarks for each process, categorized by CPU, disk, network, and memory, review Users session data, Reboot, power off the managed machine, or log off sessions on the managed machine, and display User and Groups on the managed machine. Launching the Task Manager lets you create or modify monitor sets using a wizard, based on processes and services. Hovering the cursor over the monitor icon of a log entry displays a wizard.

A monitor wizard icon displays next to each process and service listed on the Processes and Services tabs of the Task Manager. These two wizards enable you to create a new monitor set criteria based on a selected process or service. The new process or service criteria can be added to any new or existing monitor set. The new or changed monitor set is immediately applied to the machine that served as the source of the process or service criteria. Changing an existing monitor set affects all machines assigned to use that monitor set. See Monitor > Monitor Set > Process Status (page 213) and Monitor > Monitor Set > Services Check (page 212) a description of each field shown in these two wizards. Event Viewer - Displays event data stored on the managed machine by event log type. A monitor wizard icon displays next to event log entries in the VSA and in Live Connect. Hovering the cursor over the monitor wizard icon of a log entry displays a wizard. The wizard enables you to create a new event set criteria based on that log entry. The new event set criteria can be added to any new or existing event set. The new or changed event set is immediately applied to the machine that served as the source of the log entry. Changing an existing event set affects all machines assigned to use that event set. See Event Log Alerts (page 254) for a description of each field shown in the wizard. The monitor wizard icon displays in Live Connect > Event Viewer, Live Connect > Agent Data > Event Log and Agent > Agent Logs (page 34). Ticketing - Displays and creates tickets for the managed machine. Displays and creates tickets for Ticketing module tickets or tickets and knowledge base articles for the Service Desk module, depending on which module is activated.
Note: A service desk must be a member of the Anonymous scope to display Service Desk tickets in a machine user Portal Access session of Live Connect.

Chat - Initiates a chat session with the currently logged on user of the managed machine. You can invite other VSA users to join your chat session. See Remote Control > Chat (page 377) for more information. 386

 Desktop Access - Initiates a remote desktop session with the managed machine. Share session using VNC - Use VNC to connect to the desktop. Create a private session using RDP - Use RDP to connect to the desktop. Connect to printers - If checked, desktop access includes access to printers. Connect to mapped drives - If checked, desktop access includes mapped drives. Automatically connect with saved settings - If checked and a desktop session has been saved, then Desktop Access connects immediately using the previously saved settings when: Clicking the Desktop Access menu item in Live Connect Clicking Desktop Access using the agent quick view (page 389) window. Display the connection - Options include Embedded in this window, in a new window, as full screen. Automatically hide Live Connect panels - Options include Top Panel, Left panel, Both Panels. Reset Warnings - Show warnings about active sessions. - Only one Desktop Access session is supported for each Live Connect session. If clicked and a Desktop Access is active in a separate window, a warning box displays in the Live Connect session to warn you that a Desktop Access session is active in another window. Video Chat - If a machine user is logged on to a managed machine, then a Live Connect user can initiate a audio/video chat session with that logged on machine user. The session can be audio only for one or both machines if video is not supported on one or both machines. Video Chat with the Machine User - Click the Call button to initiate the video chat session. The machine user will see a browser window or browser tab display on their machine that lets them see your video image and their own video image if their machine has a webcam installed. Video Chat with Anyone - Click the Connect URL button. This copies a URL to your clipboard. Copy the URL address into any email or instant message program and send it to anyone. When that URL is entered in a browser the individual will be able to video chat with you. Video chat does not require the person receiving the chat invitation to be a managed machine. Video Chat Confirmation - The Adobe Flash Player used to transmit the audio/video stream requires each user click an "Allow" button to proceed with their side of the video chat. Audio/Video Controls - Hover the mouse over either video image in the chat window to display audio/video controls. Text Chat - You can text chat and video chat at the same time using the same window. VPN - Windows only. Clicking this option creates a VPN connection between your local machine and the Live Connect machine. Once connected, the administrator can connect to other machines sharing the same LAN as the Live Connect machine, even if those machines do not have an agent installed on them. This includes using applications such as SSH, or telnet or creating another browser instance that targets these other machines on the same LAN. The VPN session ends when the Live Connect window closes or the Stop VPN button is selected on the VPN menu. Anti-Malware - Displays the Anti-Malware status of the managed machine, if installed. Antivirus - Displays the Antivirus status of the managed machine, if installed. Online Backup - If Online Backup is enabled for the managed machine, you can use this menu to: Run online backups immediately. Restore selected backups, directories and files, but only to the same machine. Display the status and history of online backups. Discovery - Displays the Network Discovery status of the machine, if installed.

Plugin Manager
Live Connect's enhanced functionality of the browser is managed by a plug-in manager.

Remote Control Plug-in Manager Installation - The user is prompted to install Plug-in Manager after the first logon. Installation of the Plug-in Manager can be deferred until Live Connect is started for the first time. Plug-in Updates - IE and Firefox browsers will detect plug-ins that are out of date and automatically download them in the background. Browser restart is not required for these two browsers. Chrome and Safari browsers also detect out of date plug-ins and automatically download them in the background, with little to no user interaction required.

Additional Notes
Access to specific Live Connect functions depends on access rights in System > User Roles > Access Rights (page 409) and Machine Roles > Access Rights (page 411). All of the Live Connect menu options are enabled when the machine is connected to Live Connect. Only Home, Audit Information, Agent Data and Ticketing are enabled when the machine disconnected from Live Connect. You can customize the Live Connect Home page using System > Customize: Live Connect (page 441). Event Viewer data does not depend on Agent > Event Log Settings (page 37). If a externalLink.xml exists in the \Webpages\install directory of the KServer a New Ticket link displays next to the Help link in Live Connect. Clicking the New Ticket link redirects users to the URL specified in externalLink.xml. See Customized New Ticket Link (page 388) for details.

Customized New Ticket Link

To customize New Ticket links on the Live Connect page, fill out the externalLink.xml file as described in the comments section of the XML below. To activate the new ticket link, place the externalLink.xml file in the \WebPages\install\ directory of your KServer.
<?xml version="1.0" encoding="ISO-8859-1" ?> <externalLinks> <!-URL STRING SUBSTITUTIONS: The URL string displayed is associated with a particular machine ID. The string is searched for the following case sensitive values and substituted for the values below. machineNameVal - the machine name for the active machine is substituted in the URL string. groupNameVal - the group name for the active group. --> <ticketLink displayName="Ext Ticket" url="http://192.168.212.52/?mname=machineNameVal&amp;gname=groupNameVal"/> </externalLinks>

388

Quick View
Hovering the cursor over a check-in icon displays an agent Quick View window immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent Quick View window.

The Quick View window is organized into the following sections: Title bar - Identifies the machine. Click the Pin icon to make the window to stay open. Click the Unpin icon to let the window close after a short delay. Click the Configuration icon to customize the display of Quick Launch buttons and the Agent Status list. Quick Launch - In most cases starts a Live Connect session for the function you selected.
Note: See Live Connect (page 384) for a detailed description of these functions.

Ticketing Desktop Access Screen Shot - All screen shots are saved under Get File (page 108) in a ScreenShots folder. File Manager Task Manager - Launching the Task Manager lets you create or modify monitor sets by clicking the monitor wizard icon, based on processes and services. Event Viewer - Launching the Event Viewer lets you create or modify events sets by clicking the monitor wizard icon, based on event log entries. Remote Control Command Shell Registry Editor Chat Video Chat Reset Password Wake Machine - Attempts the wake up an offline machine using another agent machine on the same network. Does not start a Live Connect session. Agent Status - Lists the same agent status data shown in the Agent > Agent Status (page 32) page.

Remote Control Run Procedure Now - Run an agent procedure immediately. You can add or delete agent procedures to and from this list. Quick View Data - Displays log data and audit data for the agent, without launching a Live Connect session.
Note: Quick View access can be controlled by user role, using the System > User Roles > Access Rights tab.

390

Chapter 10

System
In This Chapter
System Overview User Settings System Preferences User Security Orgs/Groups/Depts/Staff Server Management Customize 393 397 399 403 416 420 437

391

System

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

392

System Overview
System The System module enables users to maintain policies for the entire system: Preferences User Security Organizations, Groups, Departments and Staff Server Management Customization Database Views Functions
Preferences (page 397) Change Logon (page 398) Check-in Policy (page 399) Naming Policy (page 401) Users (page 403) User Roles (page 408)

Description
Sets system-wide preferences that apply only to the currently logged in user. Changes the username, password and security question of the currently logged on user. Set limits on a variety of agent check-in parameters. Automatically enforces naming policies based on each machines IP address, network, and computer name Creates, edits and deletes users. Creates and deletes user roles. User roles determine the access rights for VSA users. Assign roles types to user roles. Creates and deletes machine roles. Machine roles determine the access rights for machine users. Assign role types to machine roles. Assigns organization, machine groups, machines, departments and service desks to scopes. Specifies when users can logon to the VSA. Displays the functions visited in the last 30 days for each user. Defines organizations, groups, departments and staff members of departments. Defines types of organizations. Accesses Kaseya support. Displays KServer information, license code and subscription information, obtains latest server updates, and server IP information. Specifies default settings for server management. Applies to all tenant partitions (page 611). Allocates available agent and user licenses. Imports and exports user-defined automation solutions into and out of the VSA. Logs events that can not be tracked by machine ID. Displays VSA server performance statistics

Machine Roles (page 410)

Scopes (page 412) Logon Hours (page 415) User History (page 416) Manage (page 416) Set-up Types (page 419) Request Support (page 420) Configure (page 420)

Default Settings (page 429) License Manager (page 429) Import Center (page 431) System Log (page 432) Statistics (page 433)

System
Logon Policy (page 434) Application Logging (page 435) Outbound Email (page 436) Color Scheme (page 16) Site Customization (page 437) Sets user logon policies. Enables or disables logging of application-layer transactions. Typically used only by Kaseya support. Defines the email server for outbound email. Determines the set of colors displayed by the VSA environment for the current user. Customizes the user interface for all users.

Logon Page Site Header Report Header Agent Icons

Local Settings (page 440) Live Connect (page 441) Database Views (page 482)

Sets tenant-partition-specific (page 611) settings. Customizes the Live Connect home pages seen by VSA users and machine users. Configures database view access.

VSA Logon Policies

Once a VSA user is defined in System > User Security (page 403), a number of functions manage when and how users can logon and the features that are available to them during logon. VSA user logon options are specified using: System > Users (page 403) - Optionally reset the user's password, or force the user to change his or her password, or enable/disable the user's logon or log a user off. System > Preferences (page 397) - The Preferences page sets preference options that typically apply only to the currently logged in user. System > Change Logons (page 398) - The Change Logon page sets your VSA logon username and password. These preference options apply only to the currently logged on user. System > Logon Policy (page 434) - The Logon Policy page sets logon policies that apply to all VSA users. System > Logon Hours (page 415) - The Logon Hours page determines when users can logon to the VSA by specifying the weekdays and hours for each user role. Each day of the week can have different hours of operation set. System > Site Customization > Logon Page (page 437) - Set options that display on the logon page. System > Site Customization > Site Header (page 438) - Set options that display on the logon page.
Note: Additional logon options for machine users only are set in Agent > Portal Access (page 81). Note: See Embedding the VSA Logon Form in Web Pages (page 395).

394

Embedding the VSA Logon Form in Web Pages

You can embed the VSA logon form in web pages.

Include the following HTML code, replacing the server.name text with the name of your VSA. <iframe src="http://server.name/access/logon.asp?embedLogon=true" name="getChallenge" scrolling="no" frameborder=0 width=280 height=250 marginwidth=0 marginheight=0 />

System

User Settings
User Settings pages set options that typically apply only to the currently logged on user.

Preferences
System > Preferences The Preferences page sets system-wide preferences that apply only to the currently logged on user. This includes the email address where you receive alert messages.
Note: Three options on this page apply to all users and only display for master role users: setting the System Default Language Preference and the Download button for installing language packs, and Show shared and private folder contents from all users. Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

Set email address to deliver messages for this administrator to

Specifies the email address that alerts, ticket notifications and other email messages will be sent to. After entering the email address, click Apply to make it active. Previously set alerts retain the original email recipient addresses specified when the alerts were set.

Set first function after logon

Select the name of the function you want to see when you first log on to the KServer.

Set delay before displaying detail information when hovering over information icon
A information icon displays for each ticket row in Ticketing > View Summary (page 445) and Service Desk > Tickets. Hovering the cursor over the icon displays a preview of the ticket. Specify the number of milliseconds to wait before the ticket preview window displays, then click the Apply button. Click the Default button to set this value back to its default.

Set delay before displaying detail information when hovering over agent icon
An agent check-in icon, for example , displays next to each machine ID account in the VSA. Hovering the cursor over the icon displays an agent quick view window (page 389). Specify the number of milliseconds to wait before the agent quick view window displays, then click the Apply button. Click the Default button to set this value back to its default.

Select time zone offset

Select one of the following time zone offset options, then click Apply. Use time zone of the browser logging into the system Use time zone of the VSA server - The time currently being used by the VSA displays next to this option. Use fixed offset from the VSA server <N> hours
Note: Date format is set in System > Configure (page 420).

Set up language preferences

My language preference is - Select the language you prefer displayed when you're logged into the KServer. The languages available depend on the language packs installed.

397

System System default language preference is - Select the default language used by the VSA user interface for all users. The languages available depend on the language packs installed. This option only displays for master role users (page 612). Download a Language Pack - Display a dialog box that enables you to download and install language packs. A language pack enables the VSA user interface to be displayed in that language. This option only displays for master role users (page 612).

Show shared and private folder contents from all users - Master Admin Only
If checked, a master role user has visibility of all shared and private folders. For private folders only, checking this box provides the master role user with all access rights, equivalent to an owner.
Note: A master role user can get all access rights to any shared folder by taking ownership.

Select display format for long names

The web pages are designed to display well for typical string sizes. Occasionally data fields contain long names that will not display properly on the web pages. You can specify how long names display as follows: Limit names for better page layout - This setting limits the string size to fit well on the web page. Strings exceeding a maximum length are limited with a ... To view the entire name, hover the mouse over the string and a tool tip pops up showing the entire name. Allow long name wrapping - Long strings are allowed to wrap within the web page. This may disturb the normal web page layout and names may wrap at any character position.

Clear Snooze
Click Clear Snooze to clear all outstanding task notification messages. Task notification messages are generated for tasks that are assigned to you and for tasks that are past due. Tasks are defined using the InfoCenter > View Dashboard (page 183) page.

Defaults
Click Defaults to reset all settings to system defaults for this user.

Change Logon
System > Change Logon The Change Logon page sets your VSA logon username and password. These preference options apply only to the currently logged on user.
Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

Changing Your VSA Logon Name and/or Password

To change your logon name and password: 1. Enter a new name in the Username field.
Note: The Username field cannot be edited if Prevent anyone from changing their logon is checked in System > Logon Policy.

2. Enter your old password in the Old Password field. 3. Enter a new password in the New Password field. Passwords are case-sensitive.

398

System
Note: If you would like the system to generate a strong password for you, click Suggest. A dialog box displays showing the new password; the new password is automatically entered in the New Password and Confirm Password fields. Be sure to write it down before clicking OK and closing the dialog box.

4. Confirm the password by re-typing it in the Confirm Password field. 5. Enter a Security Question and Security Answer. This enables you to request a new password if you forget your password.
Note: Clicking the Forgot Password? link on the logon pageif activated using the System > Site Customization > Logon Page (page 437) tabemails you a link where you can change your password. To change your password, you must have already filled out a Security Question and Security Answer using System > Change Logon (page 398).

6. Click Change.
Note: The Directory Services addon module can be used to manage VSA user logons and Portal Access logons using domain logons.

System Preferences
Check-in Policy
System > Check-in Policy The Check-in Policy page defines group ID policies controlling the minimum, maximum and fixed values allowed for a variety of options. These policies prevent users from selecting settings that place undue stress on Windows servers running the KServer.

Changing One Field at a Time

If you need to make a change to only one setting in a group: 1. Enter a new value in the field you want to change. 2. Leave all other fields empty. This indicates that these fields will remain unchanged. 3. Click Update.

Min/Max Age for Log Entries

These values determine the minimum and maximum values that can be entered in the Set Max Age for Log Entries options in Agent > Log History (page 36). To remove a value, enter 0 (zero).

Check-In Period
These values determine the minimum and maximum settings that can be entered in the Check-In Period setting of Agent > Check-In Control (page 75). To remove a value, enter 0 (zero).

KServer Address (0 for editable) - Primary/Second

If 0 is entered in the Primary or Secondary fields and Update clicked, then the KServer (1st) (2nd) column of selected group IDs displays Editable. Users can enter any domain name server (DNS) name or IP address they like in the Primary KServer and Secondary KServer fields in Agent > Check-in Control. If these checkboxes are checked and DNS names or IP addresses are entered in these fields and Update clicked, the KServer column of selected group IDs display fixed DNS names or IP addresses.

399

System Users are required to use these fixed IP addresses in the Primary KServer and Secondary KServer fields in Agent > Check-in Control.
Best Practices: Although a public IP address may be used, Kaseya recommends using a domain name server (DNS) name for the KServer. This practice is recommended as a precaution should the IP address need to change. It is easier to modify the DNS entry than redirecting orphaned agents.

Allow automatic account creation for selected Group ID

If enabled, new machine ID accounts are created automatically for selected group IDs as soon as the machine's agent checks into the KServer the first time using a new machine ID name and selected group ID. For example, an agent is installed on a new machine. The group ID acme already exists, but the machine ID ksmith does not. With this option enabled for the acme group ID, the ksmith.acme machineID.group ID account is created as soon as the agent checks in the first time.
Note: Allow automatic account creation for selected Group ID is enabled by default.

To enable automatic account creation for selected group IDs: 1. Check Allow automatic account creation for selected Group ID. 2. Select group IDs in the paging area. 3. Click Update. Auto Enabled displays in the Group IDs/Auto Acct column of selected group IDs.

Allow automatic account creation for groups without a policy

This option only displays for master role users (page 612). If enabled, new machine ID accounts are created automatically for group IDs that do not have any Check-in Policy defined, or for agents with a group ID that does not yet exist, as soon as the machine's agent checks into the KServer the first time using a new machine ID name.
Note: Allow automatic account creation for groups without a policy is enabled by default.

Update
Click Update to apply policy parameters to selected group IDs.

Remove
Click Remove to remove policy parameters from selected group IDs.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Groups IDs
Lists machine groups. All machine IDs are associated with a group ID and optionally a subgroup ID.

Auto Acct
Auto Enabled indicates automatic account creation is enabled for this group ID.

Log Age (Min) / Log Age (Max)

Lists the settings entered in the Set Max Age For Log Entries fields in the header, for each group ID.

400

System

KServer (1st) (2nd)

Lists the IP addresses/host names of the primary (1st) and secondary (2nd) servers allowed for group IDs.

Check-in (Min) / Check-in (Max)

Lists the settings entered in the Check-In Period fields in the header, for each group ID.

Naming Policy
System > Naming Policy The Naming Policy page defines the IP address criteria used to automatically re-assign machines to a different machine group. Each machine group can be assigned multiple naming policies. Naming policies can also force the renaming of a machine ID, if the machine ID name doesn't match the computer name, reducing confusion when administering managed machines. Assigning machines to machine groups by IP addresses has the following benefits: Typically an organization represents a single customer enterprise and group IDs and subgroups represent locations within that enterprise. When an employee transfers to a new location, the managed machine can be automatically re-assigned to the appropriate machine group or sub-group for that location as soon as the managed machine's agent checks in from the new location's network. Using managed variables (page 117), managed machines can run procedures that access locally available resources based on the group ID or subgroup ID. Using Naming Policy this benefit can be applied automatically by IP address even to a highly mobile workforce that travels between different enterprise locations. Maintaining multiple agent install packages in Agent > Deploy Agents (page 39), one for each organization, can be time consuming. Instead some server providers use a single agent package for the unnamed organization and perform all installs using this package. System > Naming Policy (page 401) can reassign new agents to the correct organization.group ID automaticallythe first time the agents check inbased on each managed machines IP or connection gateway. Agent > Copy Settings (page 70) may be used afterwards, to manually copy specific kinds of agent settings by machine ID template (page 604) to the type of machine revealed by the initial audit.

Connection Gateway
Optionally check the Connection Gateway checkbox and enter the connection gateway IP address. The connection gateway is typically the WAN address of the managed machine. This rule can be applied independently to a group ID. The managed machine must have this IP address as its connection gateway to be automatically assigned to the group ID.

IP Range
Optionally check the IP Range checkbox and enter an IP address range, such as 192.168.1.2 192.168.1.254. This rule can be applied independently to a group ID. The IP address of the managed machine must fall within this range to be automatically assigned to the group ID.

Force machine ID to always be computer name

Optionally check the Force machine ID to always be computer name checkbox to force each machine ID name to match its corresponding computer name. This rule can be applied independently to a group ID.

401

System
Note: Machines are renamed to the new group ID at their next full check-in (page 600). The quick check-in (page 600) cycle does not trigger a rename. To rename a group of machines quickly using Naming Policy, schedule the Force Check-in sample agent procedure located in Agent Procedures > Schedule / Create (page 94).

Update
Click Update to apply the naming policy to the selected machine group. The system immediately begins enforcing the group IDs new rule as machines check into the KServer.

Add
Click Add to add a new naming policy to existing naming policies for a selected machine group.
Note: Each machine group can be assigned multiple naming policies. Use this capability to automatically assign machines with different IP address ranges to the same machine group.

Clear
Click Clear to remove the naming policy from a machine group. The system immediately stops applying the rule for the machine group.

Machine Group
This column lists the machine groups defined for the system. Select the radio button beside a Machine Group before updating, adding or clearing a naming policy.

Connection Gateway
Displays the connection gateway assigned to the machine group.

IP Range
Displays the IP ranges assigned to the the machine groups.

Force Machine ID
Displays a check mark if Force machine ID to always be computer name is enabled for a machine group.

402

System

User Security
System > User Security User Security determines the access users have to functions and data objects within the VSA. Understanding User Security configuration is easiest if you consider each of the following concepts in the order presented. 1. Scope Data Objects (page 416) - A data object is an object that you create and name. An example of a data object is a machine group. Some data objects are significant enough to be managed by scopes. Scope level data objects are defined first, before being assigned to scopes. Scope data objects include organizations, machine groups, machines, departments and service desks. 2. Scopes (page 412) - Sets of data objects that users have visibility of within the VSA. 3. User Roles (page 408) - Sets of VSA functions that VSA users can perform. A function acts on data objects. Examples of functions are opening, adding, editing or deleting records. 4. User Role Types (page 410) - Built-in classifications that determine the types of user-role-based licenses to apply to users in user roles. 5. Machine Roles (page 410) - Sets of Portal Access (page 81) functions that machine users can perform when displaying the VSA Portal Access page on their machine. 6. Machine Role Types (page 412) - Built-in classifications that determines the type of machine-role-based licenses to apply to machines in a machine role. 7. Users (page 403) - Refers to VSA users. Users of machines with agents on them are always identified as machine users to distinguish them from VSA users.

Users
System > User Security > Users The Users page creates and deletes user accounts. This page can also assign users to User Roles (page 408) and Scopes (page 412) when the user account is created.

Users
Each user must be assigned at least one role and one scope. You can assign multiple roles and scopes to a user, but only one role and one scope is active at any one time. The active role and scope are selected using the Role and Scope drop-down lists in the top-right corner of the page. You can reset the user's password, enable/disable user logons and log off users if you have access to these functions.
Note: See Master Users vs. Standard Users (page 405). Note: Each user can change their own logon name, password and email address using System > Preferences (page 397). Warning: To simplify management and auditing of your VSA, provide each user with their own unique logon name. Avoid using generic logons like User or Admin. Generic logons make it difficult to audit the administrative actions taken by each user.

Creating a New User

1. Click New. The Add User dialog box displays. 2. Enter User Information: Enter a Email Address for the new user. Select an Initial Role for new user. 403

System Select an Initial Scope for the new user. Enter a First Name and Last Name. 3. Optionally enter Related Org Staff Member information: Select a Staff Org. Select a Staff Dept. Enter or select a Staff Member. 4. Define User Credentials: Enter a User Name. Enter a password in the Password and Confirm Password fields. Passwords are case-sensitive.
Note: If you would like the system to generate a strong password for you, click Suggest. The new password is automatically entered in the Password and Confirm Password fields. Be sure to write it down before clicking OK and closing the dialog box.

Check the Require password change at next logon checkbox to force the user to enter a new password when they first logon. 5. Click Save. The new user displays in the middle pane.

Changing an Existing User Record

1. Click a User displayed in the middle pane. 2. Optional Edit the following attributes of the User record: First Name Last Name Email Address Staff Org Staff Dept Staff Member 3. Optionally add or remove roles using the Roles tab. 4. Optionally add or remove scopes using the Scopes tab. 5. Optionally change the password by clicking the Set Password button. 6. Optionally force a user to change their password by clicking the Force Password button. 7. Optionally enable / disable user logons by clicking the Enable or Disable buttons.

Set Password
Select a user in the middle pane and click Set Password to change the password for the selected user. Passwords are case-sensitive.

Force Password
Forces a selected user in the middle pane to change their logon the next time they logon.

Enable / Disable
Select a user in the middle pane and click Enable or Disable to enable or disable a selected user's ability to logon to the VSA. This does not affect users already logged onto the VSA. A Disabled column in the middle pane indicates whether a user is prevented from logging on to the VSA.

Log Off
A column in the middle pane indicates whether a user is currently logged on. Select a logged on user, other than yourself, in the middle pane and click Log Off to log off that user. Users are still logged on if they close their browser without logging off. The Minutes of inactivity before a user session expires setting in System > Logon Policy (page 434) determines when the inactive user sessions are automatically logged 404

System off.
Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

Master User vs. Standard Users

Master Users vs. Standard Users
A master user is a VSA user (page 612) that uses a Master user role and a Master scope. The Master user role provides user access to all functions throughout the VSA. The Master scope provides access to all scope data objects throughout the VSA. A Master user role can be used with a non-Master scope, but a Master scope cannot be used with a non-Master role. KServer management configuration and other specialized functions (page 408) can only be performed by Master role users. Master role users have an additional ability to take ownership of user-defined data objects. The term standard user is sometimes used to indicate a user that does not use a Master user role and a Master scope.

Master Users
Any user can be assigned a Master user role and Master scope, if sufficient roletype licenses exist. Master role users can view and operate all navigation and control options provided by the user interface. Master scope users can view, add, edit or delete all scope data objects: organizations, machine groups, machines, departments, and service desks. Masters can add or delete any user, including other master users. Since even a master user can't delete their own account while logged on, the system requires at least one master user be defined at all times.

Standard Users
A standard role user cannot see roles they have not been granted permission to see. A standard scope user cannot see data objects or users they have not been granted permission to see. Standard users can create other users, scopes and roles, if given access to these functions. A standard user can not grant access privileges beyond the ones the standard user has. Standard users, if permitted function access, can only create other standard users, not master users. By default, a new standard user inherits the scopes and roles of the standard user that created him. If a master user creates a new standard user, the standard user inherits no scopes or roles. Using this method the master user has to manually assign the scopes and roles of the new standard user.

Machine Users
Machine users use machines with VSA agents installed on them. They should not be confused with VSA users who can logon to the VSA. Machine users can click the agent icon on the machine's system tray to see a VSA Portal Access (page 81) window of functions and data related to that single machine. Portal Access is called Live Connect (page 384) when accessed from the VSA. Access to Portal Access functions are determined by the machine role the machine is assigned to. Managed machines are assigned to the Default machine role by default and have access to all machine user Portal Access functions, unless limited by a VSA user.

405

System Data object access from the machine is determined by the Anonymous scope (page 412). Currently, the only data objects enabled by the Anonymous scope are Service Desk tickets. All other data seen in Portal Access is generated by the machine itself.

Create a New Master User

Forgotten User Password
If you have forgotten your master user account password, the system provides a way for you to create a new master user account or reset just the password of an existing master user account. This enables you to log back in to the system and retrieve the forgotten account information. A master user is a VSA user (page 612) that uses a Master user role and a Master scope.
Note: You must have administrator privileges on the KServer. Due to security reasons, you cannot perform the following procedure remotely.

Creating a New Master User Account

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/LocalAuth/setAccount.asp 3. Enter a new account name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Enter an email address in the Email Address. 6. Click Create. You can now log on to the system using the new master user account.

Reset the Password of an Existing Master User Account

Note: The master user account cannot be disabled.

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/LocalAuth/setAccount.asp 3. Enter an existing, enabled master account user name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Skip the Email Address. You cannot reset the email address of an existing user using this web page. 6. Click Create. You can now log on to the system using the existing master user account.

If Your Account Is Disabled

If your VSA account is disabled because you entered the wrong password too many times, then you can choose to wait for a set period of time for the account to be automatically re-enabled. By default this time period is 1 hour, but the waiting period may have been adjusted by your VSA system administrator. If your account has been disabled for another reason, you will have to contact your VSA system administrator to re-enable your account. A disabled user account cannot be re-enabled by resetting the password. To create a new master account on the KServer see: Create a New Master User (page 406).

406

System

Changing Passwords Used by External Applications

External Applications and Authentication Using the Web Service API
External applications can be integrated to the VSA via the Web Service API (page 523). These external applications can be provided by independent software vendors (ISVs) such as Autotask, ConnectWise, or Tigerpaw. External applications can also be developed by consulting firms, or any organization with technical expertise. To use the Web Service API, external applications must be programmed to authenticate using a valid VSA user name and password.

V6.2 Password Changes that Impact External Applications

VSA v6.1 and prior versions used a SHA-1 algorithm to hash passwords. Therefore, external applications that were compatible with v6.1 used an authentication method based on SHA-1. Beginning with v6.2, a SHA-256 algorithm is used to hash any password that is created under v6.2. Passwords created in prior versions of the VSA remain hashed with SHA-1 until such time as the password is changed or the user is renamed at which point the password is hashed using SHA-256. External applications that were used with v6.1 must be updated, via a programming change, to support SHA-256 passwords in v6.2.

Updating External Applications and Passwords

If you used v6.1 or a prior version of the VSA with an external application, ensure the compatibility of the credential being using. Kaseya recommends arranging to get an updated version of the external application that is compatible with VSA v6.2. Until then, following the procedure for Creating a New SHA-1 Credential for a Legacy External Application described below can be used to maintain compatibility with third party applications.
Warning: Changing a password used by a legacy external application will disable the integration until either the external application is updated to use the required SHA-256 hashing algorithm or a new SHA-1 credential is created and implemented. Ensure passwords used by external applications are not changed before the update is implemented.

If you used v6.1 or a prior version of the VSA with an external application provided by an ISV or other party: 1. Contact the ISV or party who developed the external application. 2. Request an updated version of the external application. 3. Implement the updated version of the external application. 4. At this point, you can change the password or rename the account used by the external application. For ISVs or parties responsible for the development of external applications 1. Refer to the Hashing Algorithm section of the Authenticate (page 535) topic in online help. This section provides instructions on how to update the external application to be compatible with VSA v6.2, while also retaining compatibility with prior versions of the VSA. 2. Implement the required programming change to the external application.

Creating a New SHA-1 Credential for a Legacy External Application

If you are running VSA v6.2 or later, and need to create an SHA-1 username and password that is compatible with a legacy external application, and that has not yet been updated to be compatible with v6.2 passwords, use one of the following procedures. You can either create a new master user and password, or reset just the password of an existing master user.
Note: You must have administrator privileges on the KServer. For security reasons, you cannot perform the following procedure remotely.

407

System

Creating a New Master User Account

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/localAuth/setAccountV61.asp 3. Enter a new account name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Enter an email address in the Email Address. 6. Click Create. The external application can now be updated to use the new user account and SHA-1 password to connect to the VSA.

Reset the Password of an Existing Master User Account

Note: The master user account cannot be disabled.

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/localAuth/setAccountV61.asp 3. Enter an existing, enabled master account user name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Skip the Email Address. You cannot reset the email address of an existing user using this web page. 6. Click Create. The external application can now be updated to use the new SHA-1 password to connect to the VSA.

User Roles
System > User Security > User Roles The User Roles (page 408) page creates and deletes user roles. Within an user role you can select: Members (page 409) - Assign or remove members for a user role. Access Rights (page 409) - Select the access rights for a user role. Access rights determine the functions a user can access. Role Types (page 410) - Assign or remove role types for a user role. Access rights are restricted by the set of licensed role types assigned that user role. VSA users can belong to one or more VSA user roles. Each user role must be assigned to at least one user role type.
Note: A VSA user logs on with both a user role (functions they can perform) and a scope (scope data objects they can see). Membership in a user role and a scope is independent of each other. Note: VSA users can also be assigned to user roles using the System > Users (page 403) > Roles tab. Note: See System > Users (page 403) for a discussion of the Master user role. Warning: Restrict access to User Roles and Roles for all roles except roles responsible for administrating function access.

Middle Pane
You can perform the following actions in the middle pane of Roles: 408

System New - Create a new role. Copy Permissions - Copy the access rights to the selected role from any other role. Rename - Rename the role. Role names can only be all lower case. Delete - Delete the selected role. All VSA users must be removed from a role before you can delete it.

Related Pages
The following policies are assigned by user role: Access to the entire VSA by weekday and hour using System > Logon Hours (page 415) Remote control user notification using Remote Control > User Role Policy (page 371) Field permissions for editing tickets in Ticketing > Edit Fields (page 458) and Service Desk > Role Preferences Sharable objects (page 414)such as procedures, reports, monitor sets and agent installation packagescan be shared by user role.

Members tab
The Members tab displays which VSA users are assigned to the role selected in the middle pane. Click the Assign and Remove buttons to change the role VSA users are assigned to. Sort and filter the VSA users listed in the Members page.

Access Rights tab

The Access Rights tab in the System > User Roles page determines what functions VSA users belonging to a selected role can perform. For example, access rights can include whether or not a user can open, add, edit or delete a particular record.
Note: Scopes determine whether a user can see certain user-created data structures displayed in the VSA. Roles determine access rights to the functions that act on those data structures.

A navigation tree provides access to each module, folder, item, and control in the VSA. Click the or icons next to any item in the tree to display or hide child branches of that item. A checked item means a role provides access to that item. A unchecked item means a role does not have access to that item. Click Expand All to expand the entire tree. Click Collapse All to collapse the entire tree. Click Set Role Access Rights to change access rights for a role. Checking or clearing any checkbox sets the same state for any child items. Click Enable All to enable all items. Click Disable All to disable all items.

Specialized Access Rights

InfoCenter > Dashboard > Admin Notes InfoCenter > Dashboard > Status InfoCenter > Dashboard > Online Help Quick View - Hovering the cursor over a check-in icon displays an agent Quick View window immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent Quick View window. Quick Launch Functions - Shows or hides the action buttons that display along the top of the Quick View popup window.

409

System Run Procedure Now Execute Procedures - Shows or hides all agent procedure in the Quick View Run Procedure Now list. Edit Procedure List - Shows or hides the add and delete buttons in the Quick View Run Procedure Now list. Change Settings - Shows or hides the configuration gear icon in the Quick View title bar. The configuration settings let the user show, hide or re-order the list of options displayed in the Quick View popup window, according to user's own preferences. Quick View Data - Shows or hides agent data options in the Quick View popup window. System > System Preferences > Functional Access - (Deprecated) System > System Preferences > Enable Scheduling - Applies to Patch Management > Scan Machine > Schedule button only System > System Preferences > Enable Wake on LAN - Applies to Patch Management > Scan Machine > Schedule button only

Role Types tab

Click the Assign and Remove buttons to change the role types a user role is assigned to.

Roles Types
Kaseya licensing is purchased by role type. There are separate role types for licensing users by user role type and licensing machines by machine role type. Each role type enables selected functions listed in the User Roles > Access Rights (page 409) tab and Machine Roles > Access Rights (page 411) tab. The number of role type licenses purchased displays in the System > License Manager (page 429) > Role Type tab. Each role type license specifies the number of named users and concurrent users allowed.

User Roles Types

Every user role must be assigned to at least one user role type. If a user role is assigned to more than one role type, access to a function is enabled if any one of the role types enables access to that function. Function access can be optionally limited further by user role or machine role. User role types include, but are not limited to: VSA Admin - Includes both master users and standard users. End Users - Provides limited access to selected functions in the VSA. Primarily intended for customers of service providers. Customers can logon to the VSA and print reports or look at tickets about their own organizations. Service Desk Technician - Can edit Service Desk tickets and run reports, but not configure service desks, support tables or service desk procedures. Service Desk Admin - Can do anything in Service Desk. SaaS (page 611) user role types include but are not limited to: IT Toolkit Free Admin - Install agents, remote control and file manager with KLC, maintain users and machine groups. IT Toolkit Free Admin - Install agents, most KLC functions, maintain users and machine groups. IT Workbench Admin - Basic access to core options with no agent procedures or scripting. IT Center Admin - Similar to VSA Admin, no system tab access.

Machine Roles
System > User Security > Machine Roles The Machine Roles (page 408) page creates and deletes machine roles. Machine roles determine what machine users see when they use Portal Access (page 81)a version of Live Connect (page 384)from a machine with an agent. The Portal Access window displays when a machine user double-clicks the

410

System agent icon in the system tray of their managed machine.

Note: The User Roles page determines what VSA users see when they use Live Connect from within the VSA.

Within the Machine Roles page you can select: Members (page 411) - Assign or remove machines for a machine role. Access Rights (page 411) - Select the access rights for a machine role. Access rights determine the functions a machine user can access. Role Types (page 412) - Assign or remove role types for a machine role. Currently there is only one machine role type provided and no access rights are restricted.
Note: The Home page seen by machine users when they first display the Portal Access window can be customized using System > Customize > Live Connect (page 441). Note: See Enabling Ticketing for Portal Access Users on Unsupported Browsers (page 82). Note: See the PDF quick start guide, Live Connect.

The Default Machine Role

A predefined Default machine role is provided when the VSA is installed. Newly created machine ID accounts are automatically assigned to the Default machine role when the account is created. If you create other machine roles, you can re-assign machine ID accounts to these other machine roles. You might want to do this if you want to limit machine user access to functions on the Portal Access page for different populations of machine users. Each machine ID account can only belong to a single machine role.

Middle Pane
You can perform the following actions in the middle pane of Machines Roles: New - Create a new machine role. Copy Permissions - Copy the access rights to the selected machine role from any other machine role. Rename - Rename the machine role. Delete - Delete the selected machine role. All machines must be removed from a machine role before you can delete it.

Members tab
The Members tab displays which machines belong to the machine role selected in the middle pane. Click the Change Machine Role button to change the machine role a machine is assigned to. Sort and filter the machines listed in the Members page.

Access Rights tab

The Access Rights tab in the System > Machine Roles page determines what functions machine users can perform on machines belonging to a selected machine role. For example, access rights can include whether or not a machine user has access to their own machine remotely from another machine. A navigation tree provides access to each item and control on the Live Connect page. Click the or icons next to any item in the tree to display or hide child branches of that item. A checked item means a machine role provides access to that item. A unchecked item means a machine role does not have access to that item. Click Expand All to expand the entire tree. Click Collapse All to collapse the entire tree. 411

System Click Set Role Access Rights to change access rights for a machine role. Checking or clearing any checkbox sets the same state for any child items. Click Enable All to enable all items. Click Disable All to disable all items.

Role Type tab

Note: In this release of Kaseya 2 there is only one role type, so all machines must use the Basic Machine role type.

Basic Machine - Provides access to all Portal Access functions available to machine users.

Role Types
Kaseya licensing is purchased by role type. There are separate role types for licensing users by user role type and licensing machines by machine role type. Each role type enables selected functions listed in the User Roles > Access Rights (page 409) tab and Machine Roles > Access Rights (page 411) tab. The number of role type licenses purchased displays in the System > License Manager (page 429) > Role Type tab. Each role type license specifies the number of named users and concurrent users allowed.

Machine Role Types

Every machine role must be assigned to a machine role type. For the initial release of Kaseya 2, there is only one machine role type. The machine role type determines the type of machine-based-license to apply to machines included in a machine role. For example, if you create a machine role called StdMach and assign StdMach to the machine role type called Basic Machineand there are 150 machines in the StdMach machine rolethen the System > License Manager (page 429) shows 150 of the total number of Basic Machine licenses used.

Scopes
System > User Security > Scopes The Scopes (page 412) page defines visibility of certain types of user-defined data objects throughout the VSA. For example, a user could see some machine groups, but not be able to see other machine groups. Once a scope has made a data object visible to a user, the functions the user can perform on that data object are determined by user role. Scopes enables VSA users responsible for user security to create different scopes of data objects and assign them to different populations of users.
Note: A user logs on with both an assigned role (the functions they can perform) and an assigned scope (the data they can see). Membership in a role and membership in a scope are independent of each other.

Users can also be assigned to scopes using the System > Users (page 403) > Scopes tab.

Scope Data Objects

For the initial release of Kaseya 2, there are five types of data objects that can be assigned to scopes. Each are defined outside of scopes before being assigned to scopes. Organizations - Organizations are a new type of record in Kaseya 2. An organization is typically a customer but not necessarily only customers. An organization record contains certain general information, such as its name and address, number of employees and website. An organization also defines a hierarchy of additional information, as illustrated below, representing all the machine groups and personnel within that organization. Organizations are defined using System

412

System
O rg a n iz a tio n M a c h in e G ro u p s D e p a rtm e n ts S ta ff C h ild O rg a n iz a tio n M a c h in e G ro u p s D e p a rtm e n ts S ta ff > Orgs/Groups/Depts/Staff > Manage (page 416). Machine Groups Machine groups are groups of managed machines. If you've worked with Kaseya 2008, then machine groups behave the same way in Kaseya 2. The only difference is that machine groups are defined by organization. Machine Groups are defined using System > Orgs/Groups/Depts > Manage > Machine Groups. Machines - A managed machine is a computer with an agent installed on it. Each machine has to belong to a machine group. You create them the same way they are created in Kaseya 2008, typically using the Agents > Deploy Agents function. Departments - Departments are a new type of record in Kaseya 2. A department is a division within an organization. Staff members of an organization are assigned to a department. Departments are defined using System > Orgs/Groups/Depts > Manage > Departments. Service Desk - A service desk is a new type of record in Kaseya 2. It defines all of the functionality required to process tickets using the new Service Desk module. Service desks are defined using Service Desk > Desk Configuration > Desk Definition.

Scope Assignment
The parent-child relationships between data structures affect how scopes are maintained.

Implicit Assignment
Assigning any parent record to a scope implicitly assigns all child records to that same scope. For example, assigning an organization to a scope includes the following in that same scope: Child organizations. Machine groups of the organization and any child organizations. Machines of the machine groups in that organization and any child organizations. Departments in the organization and any child organizations.

Explicit Assignment
The only way to include a top level organization in a scope is to manually add it to that scope, because no parent record exists to include it. This is called explicit assignment. You can also explicitly assign a lower level object in scope, but only if the lower level object is not already assigned implicitly to the scope through its parent. For example, you could include a machine group explicitly, without adding the machine group's parent organization. You can also explicitly include individual machines and departments in a scope without including their parent records.

All in Scope
The Scopes function provides an All in Scope button, when appropriate. The button displays a window that lists all records in a particular Scope tab, regardless of whether records are assigned implicitly or explicitly.

Master Scope
See System > Users (page 403) for a discussion of the Master scope.

Middle Panel
You can perform the following actions in the middle pane of Roles:

413

System New - Create a new scope. Rename - Rename the scope. Delete - Delete the selected scope. All VSA users must be removed from a scope before you can delete it.

Scope Details
Each tab provides the following actions: Assign - Assigns access for a data structure to a scope. Remove - Removes access for a data structure from a scope. All in Scope - Displays only on the Organizations, Machine Groups, Machines and Departments tabs. Clicking the All in Scope button on a tab displays a new window listing all data structures of that tab type in the scope, whether defined explicitly or implicitly.

Sharing User-Owned Objects

Each user has the ability to create user-owned objectssuch as filtered views, reports, procedures, or monitor sets. Typically these objects start out as private objects. As a private object no other user can see them or use them. These user-owned objects can be shared with other user roles or with individual users. In some cases, a Master role user can make a user-defined object public for all users. Share options can include the right to use an object, edit, export, delete, or share an object with additional users. Share rights are set by each individual object separately. You can elect to share a user-owned object with: Any user roles you are a member of, whether you are currently using that user role or not. Any individual users that are members of your current scope. If share rights for an object are granted by both user role and individual user, share rights are added to one another. Typically a Share button displays on any page or dialog that edits a user-owned object. Individual Share buttons sometimes display next to each user-owned object in a list. Examples of user-owned objects in the VSA are: View Definitions Deploy Agent install packages Monitoring Dashlets Agent Procedures folders Service Desk Procedures folders Monitor Sets folders SNMP Sets folders Reports folders Report Sets folders Service Desk ticket named filters
Note: Folder trees have specialized rules about how folders are shared. See Agent Procedures > Schedule/Create > Folder Rights (page 119) in online user assistance for details.

Sharing Options Kaseya 2 Share Options

Adding a user or user role to the Shared Pane allows that user to use that object. No additional rights, including View, have to be assigned to the user or user role to use that object. Checking any additional rightssuch as View, Edit, Create, Delete, Rename, or Sharewhen you add the user or user role, provides that user or user role with those additional rights. You have to remove the user or user role and re-add them to make changes to their additional rights. 414

System View does not refer to being able to view the object. View means the object's configuration can be viewed but not edited. If an export option is provided, View also enables the user to export the object. Share means the users or user roles can assign share rights.

Legacy Share Options

Certain functions in Kaseya 2 still set sharing rights using a legacy dialog as follows: Share rights are assigned by object. There are three sharing checkbox options. The first two checkboxes are mutually exclusive and determine what share rights are assigned. If neither of the first two checkboxes are checked, the shared object can only be seen by the users given share access, but the object cannot be used nor edited. The Shared and Not Shared list boxes and the third checkbox determine who can see the object. Allow other administrators to modify - If checked, share rights to the object includes being able to use it, view its details and edit it. Other administrators may use but may not view or edit - If checked, share rights to the object only allows using it. Make public (seen by all administrators) - If checked, ensures that all current and future VSA users can see the object. If blank, only selected user roles and users can see the shared object. If blank, and new users or user roles are added later, you have to return to this dialog to enable them to see the specific object.

Taking Ownership
When you first create a user-owned object, you are the owner of that object. A user-owned object can only be owned by one user at a time. The owner of an object always has "full rights" to that object. Master role users have an additional right, called Take Ownership, that allows them to take ownership of any user-shared object. When a user-shared object is selected or edited by a master role user, a Take Ownership option displays. When ownership is taken, the new owner of that object now has "full rights" to the object. Typically the reason you take ownership of a shared object is to maintain its contents because the original owner can't do so. For example, the owner of a shared object may have left the company and no longer be available. In most cases, master role users can work within the share rights they've been assigned by other VSA users.
Note: Deleting a VSA user from the system assigns ownership of all objects belonging to that VSA user to the VSA user performing the delete. Note: A master role user can check the Show shared and private folder contents from all users in System > Preferences (page 397) to see all shared and private folders. For Private folders only, checking this box provides the master role user with all access rights, equivalent to an owner.

Logon Hours
System > Logon Hours The Logon Hours page determines when users can logon to the VSA by specifying the weekdays and hours for each user role. Each day of the week can have different hours of operation set.
Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

Select user role

Select a user role (page 371) to display and maintain its logon hour settings.

415

System

No Hours Restrictions
If checked, users can logon to the VSA at any time and day of the week. Uncheck to enable all other settings.

Deny
Denies logon access for the entire weekday.

or allow between <12:00 am> and <12:00 am>

Specify the range of time logons are allowed. All times are in the KServer's time zone. For all day access, set start and end time to the same time.

User History
System > User History The User History page displays a history, in date order, of every function used by a user. The history also displays any actions captured by the System Log (page 432) performed by the selected user. The system saves history data for each user for the number of days specified for the System Log. Click a user name to display the log for that user.
Note: This log data does not appear in any reports.

Orgs/Groups/Depts/Staff
Manage (page 416) - Create organizations, machine groups, departments and staff. Set-up Types (page 419) - Create organization types used to classify organizations.

Manage
System > Orgs/Groups/Depts/Staff > Manage The Manage page defines the organizations you do business with. Typically an organization is a customer, but an organization could also be a business partner. Organizations are associated with Scopes (page 412), tickets and with desk definitions. Within an organization you can define: General (page 416) - General settings for the organization. Machine Groups (page 417) - Machine groups associated with this organization. Departments (page 418) - A unit of administrative responsibility within an organization. Staff (page 418) - Personnel assigned to a department. Custom Fields (page 419) - Assigns values to custom fields used to classify organizations.

Manage > General tab

Click New to display the Add Organization window, or click a row in the middle panel, then click Edit to display the Change Organization window. Enter the following attributes: New/Convert - Select New Organization if no other data source exists to convert from. If Service Billing is installed you can create a organization by converting (page 606) an existing customer record or vendor record. ID - The record identifier. Can only be changed using the Rename button. Org Name - The display name for the identifier.

416

System Org Type - The type of organization. See Organization Types (page 419). Default Dept. Name - The default department for the organization. Default MachGroup Name - The default machine group for the organization. Org Web Site - The organization's web site. Number of Employees - The number of employees in the organization. Annual Revenue - The annual revenue of the organization. Preferred Method of Contact - The organization's preferred method of contact: Phone, Email, Mail, Fax. Parent Organization - The parent organization of this organization. The parent organization must be previously defined to display in this drop-down list. Primary Phone - The primary phone of the organization. Primary Email - The primary email of the organization. Primary Contact - The primary contact for the organization. A contact is a staff (page 418) member of a department. The address of the organization: Country Street City US State Zip Code Map - Clicking this hyperlink displays the location of the address in Google maps.

Pre-Defined Organizations
Three pre-defined organizations are provided: myOrg is the organization (page 606) of the service provider using the VSA. All other organizations in the VSA are second party organizations doing business with myOrg. The default name of myOrg, called My Organization, should be renamed to match the service provider's company or organization name. This name displays at the top of various reports to brand the report. Agents installed to internally managed machines can be assigned to this organization. VSA user logons are typically associated with staff records in the myOrg organization. Kserver is the org assigned to agents installed on your KServers. This makes it easy to apply specialized settings to KServers, which are typically maintained differently from other agent managed machines. Unnamed is the default organization to assign an agent. Maintaining multiple agent install packages in Agent > Deploy Agents (page 39), one for each organization, can be time consuming. Instead some server providers use a single agent package for the unnamed organization and perform all installs using this package. System > Naming Policy (page 401) can reassign new agents to the correct organization.group ID automaticallythe first time the agents check inbased on each managed machines IP or connection gateway. Agent > Copy Settings (page 70) may be used afterwards, to manually copy specific kinds of agent settings by machine ID template (page 604) to the type of machine revealed by the initial audit.

Manage > Machine Groups tab

Define the machine groups associated with this organization. Machines are always defined by machine group and machine groups are always defined by organization. You can define multi-level hierarchies of machine groups by identifying a parent machine group for a machine group.

Actions
New - Adds a new machine group.

417

System Name - The name of the machine group. Parent Group - Parent machine group. Optional. Rename - Renames a selected machine group. Move - Moves all machines and sub-machine groups from a source machine group to a target machine group. The move can be to a target machine group in the same organization or a different organization. The source machine group is deleted after the move. Cannot be used on the last machine group in a source organization.
Note: If you want to re-create the same machine group with the same contents at the target location, create the machine group at the new location before the move, then select it when you perform the move.

Delete - Deletes a selected machine group. A machine group must be empty of member machines to delete it. Machines can be moved to a different machine group using Agent > Change Group (page 56). Agents - Lists the member machines of a selected machine group.

Manage > Departments tab

Departments can be defined within an organization, customer record or vendor record. Example: IT, Sales or Accounting. All staff members are defined by the department they belong to. You can define multi-level hierarchies of departments by identifying a parent department for a department. You can reassign a staff member to any other department within the same organization, customer record, or vendor record.

Actions
New - Adds a new department. Name - The name of the department. Parent Group - Parent department. Optional. Rename - Renames a selected department. Move - Moves all staff and sub-departments from a source department to a target department. The move can be to a target department in the same organization or a different organization. The source department is deleted after the move. Cannot be used on the last department in a source organization.
Note: If you want to re-create the same department with the same contents at the target location, create the new department at the new location before the move, then select it when you perform the move.

Delete - Deletes a selected department. A department must be empty of staff members to delete it. Staff members can be moved using the Staff (page 418) tab.

Manage > Staff tab

Create staff members within departments and maintain contact information for each staff member. Contacts and their phone numbers can be associated with tickets and with desk definitions. Staff member information can also be updated by Active Directory using Agent > View AD Users (page 66).

Adding / Editing a Staff Record

Full Name - The full name of a person within the organization. Department - The department the person is associated with. The department must be previously defined to display in this drop-down list. Supervisor - The person this staff member reports to. The Supervisor must be previously defined as a staff member in the same department. 418

System Title - The person's title in the organization. Function - The function the person performs in the organization. Phone Number - The person's direct phone number. Email Address - The person's email address. User Name - VSA user ID associated with this staff member. Required to View All Tickets and for Time Tracking (page 463). View All Tickets - If checked, the VSA user associated with this staff member can view all tickets in his or her scope as well as tickets associated with this specific staff member record. If blank, this VSA user can only view tickets associated with this specific staff member record.

Time Approval
A staff member record must be associated with a VSA user to approve timesheets and have visibility of timers (page 472). Approve All Timesheets - If checked, this staff member can approve any timesheet. This ensures all timesheets can be approved in a timely manner, if other approvers are temporarily unavailable. Approval Pattern - Specifies the approval pattern required to approve this staff member's timesheets. Approval patterns determine whether the staff member's supervisor, or the supervisor's supervisor, or both, are required to approve the staff member's timesheet.
Note: See Time Tracking (page 463) configuration options.

Visibility of Service Desk Tickets by a Staff Member

If a VSA user name is associated with the staff member record of an organization, then that VSA user has visibility of tickets associated with that staff member record even if the VSA user's scope does not allow it. Any tickets created by that VSA user are automatically associated with their staff member record and organization. This method primarily supports machine users using Portal Access (page 81) to create and manage their own tickets. Machine users expect to have access to all the tickets they create and to any tickets created on their behalf, but may have no scope privileges defined for them. If a scope does exist for a VSA user associated with a staff member, checking the checkbox called View all tickets in the staff member (page 418) record provides visibility of those additional tickets by scope.
Example: Dale is the main customer contact for the XYZ organization. He is provided a scope that allows him to see all tickets related to his organization, even tickets not created by him, so the View all tickets checkbox is enabled. Brandon from the XYZ organization contacts the service desk to submit a ticket as well. Initially it's unclear whether Brandon should have access to any other tickets beyond the tickets he himself creates, so the View all tickets is left unchecked. Later, if Dale okays greater access for Brandon, the service desk provider can assign a scope to Brandon and check the View all tickets checkbox.

Manage > Custom Fields tab

Assign values to the custom fields displayed on this tab. The values you assign are used to classify organizations. The titles of the custom fields displayed on this tab can be customized using Site Customization > Org Custom Field Title (page 439).

Set-up Types
System > Orgs/Groups/Depts > Set-up Types The Set-up Types page defines records that classify your organizations. For example, you might define an organization as a division within your enterprise, or classify organizations regionally or by revenue. Alternatively, you might classify organizations as a prospect, preferred customer, or 419

System business partner. It depends on your business requirements.

Service Desk
Set-up Types can be optionally used to automatically associate a ticket with a policy in the Service Desk module.

General tab
Click New to display the Add Organization Types window, or click a row in the middle panel, then click Edit to display the Change Organization Types window. Enter the following attributes: ID - The record identifier. Can't be changed once you save it. Description - A brief description of this ID.

Server Management
Request Support
System > Request Support The Request Support page provides multiple ways of contacting Kaseya support.
Note: Please reference our additional documentation before calling support.

Support Web Site - Find answers to common questions using the Kaseya Support website at http://www.kaseya.com/support.aspx (http://www.kaseya.com/support.aspx). This website provides links to the Kaseya Support Forum and to the Kaseya Support Knowledge Base. The Support Forum hosts an interactive community of Kaseya users that discuss a wide variety of issues and solutions on a daily basis. Subscribe to the forum to get new posts of interest directly emailed to you as new information appears. The Kaseya Knowledge Base provides technical information about installation and usage of the Kaseya IT Automation Framework. Enable Kaseya Support to Logon - Kaseya support engineers can solve problems with your system quickly and efficiently when they can directly access your KServer. Click Create to create a kaseyasupport master user account on your system. The Kaseya Support engineer can use our system to log into your system and help solve any problems.
Note: We realize the security implications of providing access to your KServer. To protect this logon, your system creates a secure logon. No one has access to the password, not even the Kaseya support engineer. The password gets changed every time you click this button.

Kaseya Portal - The Kaseya Portal (https://portal.kaseya.net) provides a single point of contact for managing your Kaseya account. You can create and view support tickets with Kaseya, receive training, view announcements of upcoming events and acquire other services. You can also link to the user forum and and knowledge base from this site.

Your Information
Typically Kaseya support needs some basic information about your system to begin providing support. Your user name, email address, Customer ID, and system URL are provided for your convenience.

Configure
System > Configure The Configure page manages the configuration of your KServer and related services.

420

System
Note: For the latest instructions on migrating an existing KServer to a new machine see Moving the Kserver section in the latest Kserver installation and upgrade user guide (help.kaseya.com/WebHelp/EN/KServer-Install-Guide.asp). Note: See the Default Settings (page 429) page for additional server management options.

Check for Update

Click Check for Update to determine if your KServer is the latest version available. If an update exists, a message alerts the master role user that an update is currently available and is applied at the next master role user logon. An update is only downloaded if the version currently running is older than the version available. Otherwise, no action is performed.

Version Number
Shows the version number of the system software and the hotfix (page 603) level of your system.

Warn if the server cannot get updates from http://vsaupdate.kaseya.net

Check this box to display a warning if your VSA cannot connect to http://vsaupdate.kaseya.net to fetch the latest hotfix checker list, the latest PCI ID list used by audit, or the VSA software update notifications. Your VSA attempts to automatically fetch this information from http://vsaupdate.kaseya.net on port 5721. Verify that port 5721 outbound is not blocked by your firewall.

Warn when the license reaches the maximum number of seats

Check this box to display a warning when the number of machine ID accounts reaches the maximum for your VSA.

Hotfixes
Several options affect how hotfixes (page 603) update your KServer.
Note: You can reference the latest hotfix level in System > License Manager (page 429).

Enable automatic check every day at <TIME> - If checked, your KServer checks http://vsaupdate.kaseya.new for new only hotfixes each day at the specified time of day. If any new hotfixes are available, the KServer automatically downloads and applies the hotfixes without any user interaction. Reload - Displayed if Enable automatic check is checked. Click to reload all hotfixes since the base release of the version of KServer your system is running. Process Hotfix - Displayed if Enable automatic check is blank. Click to install a previously tested list of hotfixes. Typically these hotfixes were installed and tested on a staging KServer and are approved for installing on a production KServer. See Processing Hotfixes Manually (page 425). Get Latest Hotfix - Click to check if new hotfixes are available immediately and, if they are, download and apply them. Manually apply hotfixes - If your system is not connected to the internet or can not reach http://vsaupdate.kaseya.net, then click this link. Check Now - Click to force the system to check for new hotfixes immediately. If any new hotfixes are available, they are downloaded and automatically applied. Only new hotfixes get loaded. Reload - Click to re-download and apply all hotfixes for the version of KServer your system is running. Pending Hotfixes - Click to display a list of hotfixes that are available to apply.

421

System Hotfix History - Click to display a history of applied hotfixes.

Database
Click Reapply Schema to re-install and validate the last database schema that was downloaded using Check for Update. Reapply schema is a safe operation that users can run in an attempt to resolve a variety of problems. Reapply schema: Sets default values and runs basic consistency checks on the database. Rebuilds all pre-defined Kaseya procedures. Rebuilds all pre-defined Kaseya procedure samples. Reschedules default backend processing procedures for the KServer. Only runs automatically when the KServer is updated or an addon is installed. This is all completed without the risk of losing any agent data. This is a good self healing routine to run if you observe: Procedures failing in the IF condition or in specific steps. Pending alerts not being processed within a two minute interval. You can monitor this using the System > Statistics (page 433) page. This might indicate a problem with backend processing procedures. Click Defrag Database to defragment the physical files on your disk arrays. Fragmented SQL Server data files can slow I/O access.
Warning: Do not use the Microsoft SQL tuning advisor against the schema. It adds keys that conflict with the smooth operation of the system.

Sample Data
Reload sample scripts with every update and database maintenance cycle - Check to reload sample agent procedures. Reload sample event sets with every update and database maintenance cycle - Check to reload sample event sets. Reload sample monitor sets with every update and database maintenance cycle - Check to reload sample monitor sets.

HTTPS
Automatically redirect to https at logon page (except when accessing via localhost) - If checked, ensures all users logging into the VSA remotely use the secure HTTPS protocol.

API
Enable VSA API Web Service - Check to enable the VSA API Web Service (page 523).

Invalid Patch Location Notification

Enable Invalid Patch Location Notifications - Microsoft sometimes prepares patches that do not allow the File Source (page 344) function to download patches successfully. If checked, this option notifies Kaseya that an "invalid patch location" exists for a patch required by any of the managed machines on your system. Notification alerts Kaseya to prepare a valid patch location manually and send it out as an updated patch location override for all customers to use. If blank, no notification is sent to Kaseya. You will still receive updated patch location overrides prepared in response to notifications reported by other customers, regardless of this setting.
Note: Notification sends no customer-specific or machine-specific information to Kaseya.

Downloading Attachments in Ticket Notifications

Allow non-authenticated users to download attachments from ticket notifications - If checked, links to attachments embedded in the notes of tickets can be opened in outbound emails without 422

System requiring the user to authentic themselves to the VSA. For security reasons, enabling this option is not recommended.

Backups
Run database backup / maintenance every <N> Days @ <Time> - The KServer automatically backs up and maintains the MS-SQL database and transaction log for you. Click Set Period to set the frequency and time selected. If your KServer is shut down at the scheduled backup time, the backup will occur the next time the KServer goes online. You can enter zero to disable recurring backups. Backup folder on KServer - Set the directory path to store database backups in. The default directory path is typically C:\Kaseya\UserProfiles\@dbBackup. Click Change to confirm changes to the directory path. Click Default to reset the directory path to its default.
Note: Database backups older than three times the backup and maintenance period are discarded automatically to prevent your disk drive from filling up. For example, if the backup occurs every 7 days, any backup older than 21 days is deleted.

Change DB - Connect your KServer to a database on a different machine. 1. Backup your existing ksubscribers database by clicking Backup Now in the System > Configure page. 2. Copy the database backup file to the database server you wish to connect to. 3. Use SQL Server Management Studio (SSMS) on the new database server to restore the ksubscribers database. Right click Databases > Restore Databases... 4. Verify the restored ksubscribers database is set to mixed mode authentication. In SQL Server Management Studio (SSMS) right click the restored ksubscribers database and select Properties. Click the Security tab. Under authentication, select SQL Server and Windows. Click OK. 5. Verify CLR is enabled in the new database server (http://community.kaseya.com/kb/w/wiki/enabling-clr-in-sql-server.aspx). 6. Verify your KServer is on the same LAN as your new database server and port 1433 is open on the database server. 7. Click the Change DB button. 8. Enter the database location using one of the following formats: computer name computer name\instance name IP address 9. Enter a database logon name. The default logon name is sa.
Note: This logon is only used to configure the database. The system creates its own database logon to use going forward.

10.Enter the password associated with this logon name. 11.Click Apply. The system then connects to the remote database and configures it. Backup Now - Initiate a full database backup now. Use this function before you shut down or move your KServer, to ensure you have the latest KServer data saved to a backup. The backup will be scheduled to run within the next 2 minutes. Restore - Click to restore the KServer's database from a backup file. A file browser displays a list of KServer database backup files you can restore from. 423

System
Note: After a restore of a 5.1 database, the SSRS URL will be invalid and need to be reset. After a restore of a 6.x database the SSRS URL may be invalid and need to be reset.

Archive
Archiving of agent logs are enabled, by log and machine ID, using Agent > Log History (page 36). Archive and purge logs every day at <time> - Specifies the time of day log files are archived and purged. Set Period - Click to confirm changing the time log files are purged and archived. Log file archive path - The file location where the archive files are stored.
Note: Monitoring data log archivesidentified on the Agent > Log History (page 36) pageare stored in the <KaseyaRoot>\UserProfiles\@dbBackup directory. This is to improve performance on systems where the database is on a different server. All other agent log archives are stored in the directory specified by the System > Configure (page 420) > Log file archive path field.

Change - Click to the confirm changing the archive file location. A procedure runs to move any existing archive files in the old file location to the new file location. Default - Resets the log file archive path to the default location on the KServer. A procedure runs to move any existing archive files in the old file location to the new file location.

Service Status
KServer Log - Displays the last 300 kbytes of the KServer's log file. The entire log file is up to 5 Mbytes in size and is located at xx\KServer\KServer.log where xx is the parent directory of the VSA web directory. Live Connect KServer - An agent is automatically installed on the Kserver. You can click the check-in icon for this agent to initiate a Live Connect (page 384) session with the Kserver. Stop KServer - Shows the current status of the KServer: running or stopped. The KServer can be stopped by clicking Stop Service. Clear the Enable alarm generation box to prevent generating unnecessary alarms. This can occur if you stop the KServer, disconnect from the internet, or maintain the system. Otherwise leave this box checked. Restart MsgSys - Restarts the MessageSys service. This service is the application server that manages requests from VSA application users. Enable logging of procedure errors marked "Continue procedure if step fail" - If checked, failed steps in procedures are logged. If blank, failed steps in procedures are not logged. Restart Network Discovery - Restarts the Network Discovery service if the service has stopped.

Select time format

Click the appropriate radio button to select how time data is displayed. The default is AM/PM format. Both these display formats are compatible with Microsoft Excel. AM/PM format - 9:55:50 pm 9-Apr-07 24-hour format - 21:55:50 9-Apr-07
Note: Time offset is set in System > Preferences (page 397).

Change external name / IP address of Server

Shows the current external name or IP address of the KServer. This is the address the agents of managed machines access for check-in purposes. The address can be changed by entering a new address or host name in the field and pressing Change Name/IP. 424

System
Note: Do not use a computer name for your KServer. The agent uses standard WinSock calls to resolve a IP address from a fully qualified host name. Resolving an IP address from a computer name requires NETBIOS, which may or may not be enabled on each computer. NETBIOS is an optional last choice that the Windows will attempt to use to resolve a name. Therefore, only fully qualified names or IP addresses are supported.

Set URL to MS-SQL Reporting Services Engine

Click the Change URL... (page 426) button to specify the URL used by the VSA to connect to Reporting Services. You can also specify the credential used to access Reporting Services and customize the URL displayed in the header of all VSA reports.

Change System Server Port

Specify port Agents check into Server with - Entering a different port and clicking Change Port switches the port the KServer uses immediately.
Warning: Before you change the KServer port ensure that all agents are set to use the new port with their primary or secondary KServer. Agent check-ins are configured using Agent > Check-in Control (page 75).

KServer ID
ID used to bind agents to the Kserver - The unique identifier for this Kserver. Bound agents cannot check-in successfully unless the unique Kserver ID they are bound to using the Agent > Check-in Control (page 75) page matches the unique ID assigned to the KServer using the System > Configure (page 420) page. Only change the KServer ID if you are installing a fresh VSA and wish to duplicate the ID of an existing KServer with agents already bound to it.

Version Information
Displays the following information about your VSA configuration. OS Version IIS Version KServer Version SQL Version Database Location Agent On KServer

Release Notes
Click Release Notes to display a list of all changes and enhancements made to the VSA, for all versions of the software.

Show License
Click Show License to display the current license agreement to use the VSA.

Processing Hotfixes Manually

You can install and test hotfixes on a staging KServer, then copy the list of tested hotfixes to your production KServer using the following procedure.
Note: All steps refer to the System > Configure (page 420) page, unless a specific step says otherwise.

1. Disable the Enable automatic check checkbox on the production KServer.

425

System Do not click the Process Hotfix button on the production KServer until instructed to so at the end of this procedure. Do not click the Get Latest Hotfix button ever on the production KServer. Do not click the manually apply hotfixes link ever and install hotfixes that way. Create a copy of the production KServer and call it the staging KServer. Check the Enable automatic check checkbox on the staging KServer. Click the Reload button on the staging KServer. This ensures all hotfixes are reloaded from the base release up to the latest hotfix. Uncheck the Enable automatic check checkbox on the staging KServer. This ensures no more hotfixes will be added to your staging KServer during your cycle of testing. Make a note of the hotfix level of your staging KServer and all add-on modules using System > License Manager (page 429). Test your critical business processes on the staging KServer. Report any problems (mailto:support@kaseya.com) with the latest batch of hotfixes on your staging KServer, if necessary. Additional hotfixes may be required to correct any problems you encounter. Repeat steps 3 through 7 on your staging KServer until you are satisfied the latest hotfix level is acceptable for use on your production KServer. Locate the kweb* files on the staging KServer. Typically these files are located at: C:\Kaseya\WebPages\install. There is a single file for the VSA and one additional file for every installed add-on module. kweb.xml - The VSA hotfix file. kweb-sd.xml - The Service Desk hotfix file. kweb-kes.xml - The Endpoint Security hotfix file. kweb-budr.xml - The Backup hotfix file. kweb-kusm.xml - The Desktop Policy and Migration hotfix file.
Warning: Do not modify these kweb* files manually. All hotfixes in the kweb* files must be installed in sequence as specified by Kaseya.

2. 3. 4. 5. 6. 7.

8.

9. Copy and paste these kweb* files from the staging KServer to the same relative location on the production KServer. 10.Click the Process Hotfix button on the production KServer. The tested kweb* hotfixes are now installed on the production KServer. 11.Confirm the hotfix levels of your production KServer and all add-on modules match the hotfix levels on your staging KServer using System > License Manager (page 429).

Set URL to MS-SQL Reporting Services Engine

System > Configure (page 420) > Change URL... 2 The URL to MS-SQL Reporting Services dialog configures the VSA connection to the SQL Services Reporting Services (SSRS) instance used to generate VSA reports. The SSRS may be installed locally or remotely from the KServer and locally or remotely from the SQL Server instance hosting the ksubscribers database.
Note: Installing or updating the VSA to Kaseya 2 allows you to bypass configuring the SSRS until after the installation or update.

Settings include:

426

System Host Name - The URL used by the VSA to connect to a SQL Server Reporting Services instance. Mandatory to run reports. The VSA typically uses one of the following URL patterns to connect to a SQL Server Reporting Services instance. Specifying the appropriate URL is mandatory to run reports. SQL on the same box as VSA
http://localhost/ReportServer (most common) http://localhost/ReportServer$SQLExpress http://localhost/ReportServer$<SQLINSTANCENAME> (2005) http://localhost/ReportServer_<SQLINSTANCENAME> (2008) http://localhost:<PORTNUMBER>/ReportServer$<SQLINSTANCENAME> http://localhost:<PORTNUMBER>/ReportServer_<SQLINSTANCENAME>

(2005) (2008

SQL box separate from VSA

http(s)://<SQLSERVERNAME>/ReportServer (most common) http(s)://<SQLSERVERNAME>/ReportServer$SQLExpress http(s)://<SQLSERVERNAME>/ReportServer$<SQLINSTANCENAME> (2005) http(s)://<SQLSERVERNAME>/ReportServer_<SQLINSTANCENAME> (2008) http(s)://<SQLSERVERNAME>:<PORTNUMBER>/ReportServer$<SQLINSTANCENAME> http(s)://<SQLSERVERNAME>:<PORTNUMBER>/ReportServer_<SQLINSTANCENAME>

(2005) (2008)

User Name - The user name used to access the Reporting Services instance when running reports. Applies to some configurations. See the User Name section below for more details. Logo - The URL of the image displayed in the header of reports. Applies to some configurations. By default, VSA report headers display the image specified by the System > Site Customization > Site Header (page 438). Changing the value in the System > Configure > Change URL... (page 426) > Logo field overrides this default, changing the URL for report headers only. Changing the URL in the Change URL... > Logo field does not affect the display of the Site Header image. If a logo does not display in SSRS reports it may be due to either of the following conditions: The SSRS is installed on the same machine as the KServer. SSRS is unable to retrieve the logo because of firewall issues. Change the URL to localhost from the externally available URL/IP address. The VSA has been configured using a self-signed SSL certificate. Change the protocol from https to http. Report URL Base - Overrides the URL used for CURL reports. For most reports the external VSA URL is used to generate reports but, an issue called "router loopback" can occur with CURL reports. Enter a different URL from the external VSA URL to avoid this issue. Defaults to http://localhost:80/ Use R008 RDLs - Disabled by default. If checked, reports are generated using 2008 RDLs. If not checked, 2005 RDLs are used. SQL Server Report Services (SSRS) must be running 2008 to enable this option. 2008 RDL reports feature the following changes compared to 2005 RDLs. Colors and borders have been minimized to draw attention to the data being presented in the report. The xSP's address displays in the upper right hand corner, based on the address specified for the myOrg (page 606) organization. Report filters display in a Data Filter Table at the top of the report for improved clarity. Charts have been updated to a 3D look. The header displays only on the first page. A footer with the publishing date/time, the report title, and the page number, displays on every page.
Note: 2008 RDLs do not apply to curl-based reports and reports for most addon modules. These reports will be addressed in later releases. Note: - See the Kaseya SSRS Configuration user guide for a visual walkthrough of the steps described in this topic.

427

System

User Name
You can provide all VSA users with a credential that lets them run SSRS reports. This eliminates the need to maintain access rights for each VSA user requiring access to the SSRS. This applies in particular to VSA users in a workgroup instead of a domain, who don't have a centralized method of authentication such as Active Directory to manage access rights to the SSRS. Credentials are specified in three locations: User Accounts in the system hosting the SSRS. SSRS Report Manager. VSA > System> Configure > Change URL... > User Name This procedure creates a dedicated userin this example, KaseyaReportin the system hosting the SSRS. The SSRS Report Manager is used to give the KaseyaReport user access to running reports in the SSRS. Finally, the KaseyaReport credential is registered in the System> Configure > Change URL... > User Name fields. From that point forward the VSA uses that credential to access the SSRS every time a VSA user runs a report. 1. On the system hosting the SSRS, add a KaseyaReport user using the Microsoft Management Console. Using the console enables you to set the checkboxes below for the new user. Give the user a strong password. Uncheck the User must change password at next logon field. Check the User cannot change password and Password never expires fields. 2. Apply appropriate permissions to the new user for your environment. 3. On the system hosting the SSRS, open a browser and type in the URL for Report Manager, for example, http://localhost/Reports, using the Administrator account. 4. Click Site Settings at the top right hand corner. 5. Click Security in the left hand sidebar. 6. Click New Role Assignment along the menu bar. 7. Enter the username that was created in step 1 in the Group or user name field, for example, KaseyaReport. 8. Select System User checkbox. 9. Click Add. 10.In the VSA, display the System > Server Management > Configure page. Click on the Change URL button to open the dialog. 11.Click on the Edit button at the top of the page. 12.Enter the credential you defined in step 1 and make sure the Specify Account checkbox is checked. This means SSRS will use the credential you entered. If the user, for example KaseyaReport, is not a domain user you can leave the Domain field blank. 13.Click Save and then click on the Test button to test the changes.

Indexing the Audit Results Table

Note: The following "one time" configuration task applies only if a dialog recommends indexing of the Audit Results table. The dialog only displays, if applicable, when a master user logs on to the VSA.

The response time of the KServer database can be improved by indexing the audit results table. Depending on the number of records in this table, this process could take 1 to 4 hours to complete. The KServer should be shut down during this process to prevent the possibility of losing audit data. 1. Click the Stop Kserver button on the System > Configure (page 420) page. 2. In SQL Server Management Studio: a. Open a new query window and ensure ksubscribers is the selected database.

428

System b. Run the following stored procedure: Exec spCreateAuditRsltAppsPK This procedure might run 1 to 4 hours or longer, depending on the number of records in the table and the speed of the SQL Server. 3. Click the Start Kserver button on the System > Configure (page 420) page.
Note: Creating indexes manually or through the SQL tuning advisor on the ksubscribers database can cause errors during Reapply-Schema and when upgrading to new versions of Kaseya and is strongly discouraged.

Default Settings
The Default Settings page specifies default settings for server management. Additional options will be added to this page in subsequent releases. Default value for Time on Schedule - Sets the default time to use for agent schedules, using either agent time scheduling (page 595) or server time scheduling. Require email address at logon - If yes and a user does not already have an email address specified, requires the user to enter an email address as soon as the user logs on. If no, an email address is optional. Require email address for user name - If yes, a user name record must have an email address. If no, an email address is optional. Show organizations in views with one machine group - Controls the display of the Machine Group dropdown filter list at the top of every agent page. If Y, the Machine Group drop-down displays every organization and every machine group as separate items. If N, organizations are not shown as separate items in the list for organizations with one machine group only.
Note: If you are using the Ticketing module and associating tickets by organization, then this option should be set to N.

Use domain short name in the construction of user passwords - (not yet implemented)

License Manager
System > License Manager The License Manager page allocates machine licenses by org ID or group ID. This page also displays the number of user licenses purchased for each role type. If necessary, you can kill user sessions from the page to enable other users to logon. Types of licenses managed include: Agent licenses - applies to machines by organization, group or group ID Role type licenses - applies to VSA users or machines by role type Add-on module licenses only display if you have purchased and installed those add-on modules.

Agent License Counts

The following events affect agent license counts: An "unused" agent license is changed to "used" if a machine ID account is created and the agent installed. If the agent is deleted but not the account, the agent license is still considered "used". If the account is deleted, regardless of what happens to the agent, the agent license goes back to "unused". If an account is created, but the agent is not yet installed the first time, the account is called a machine ID template (page 604). Machine ID template accounts are not counted as "used" until you install the agent.

429

System

General tab
The General tab displays the products you have purchased.

Update Code...
Click the Update Code... to enter a new license code or reapply your existing license code.

Show License
Click Show License to display the current license agreement to use the VSA.

(Header Information)
Displays the following information about your VSA configuration. Kaseya Managed Services Edition - The version number of the KServer. License Code - The current license code for this KServer. Expiration Date - The current expiration date for running the system "as is" with the current license code. Maintenance Expiration Date - The current expiration date of maintenance services, including upgrades, hotfixes and access to tech support. Latest Hotfix Level - The latest hotfix level for the VSA.

Product Name Table

Displays the following information about your add-on modules. Product Name - The version number of the KServer. Version - The version number of the product. Status - The status of the product: Installed. Latest Hotfix Level - The latest hotfix level for the add-on module. Usage Type - The level of functionality enabled for the product. Applies across all role types. See Service Desk Licensing.

Licenses tab
The Licenses tab displays the number of agent-based licenses for each product you have purchased. You can allocate portions of the total number of agent licenses you have purchased for a product to specific organization and machine groups.

(License Type Table)

The license type table displays the following: License Type - Lists each product you have purchased that requires an agent-based license. This can include: Agents - VSA agents KBU - Workstation clients KBU - Servers clients KES - Endpoint Security clients. KDPM - Desktop Policy and Migration clients. Used - The current number of managed machines that have this product installed. Max - The maximum number of managed machines that can install this product

430

System

Change License Allocations

The total number of licenses available can be allocated to a specific organization, group or sub-group ID. Select any organization, group or sub-group in the allocation table, then click the Change License Allocations button.

(Allocation Table)
The allocation table displays the following: Organization/Machine Group - Lists both organizations and groups within organization in a single column. You select any row to allocate agent licenses to that row. Type - Org or Group. Machine groups can include machine sub-groups. Agents Used - The current number of managed machines that have this product installed in this organization or machine group. Agents Max - The maximum number of managed machines that can install this product in this organization or machine group.

Role Types tab

The Role Types tab displays the license counts you've purchased for each role type in your VSA. Kaseya licensing is purchased by role type. There are separate role types for licensing users by user role type and licensing machines by machine role type. Each role type enables selected functions listed in the User Roles > Access Rights (page 409) tab and Machine Roles > Access Rights (page 411) tab. The number of role type licenses purchased displays in the System > License Manager (page 429) > Role Type tab. Each role type license specifies the number of named users and concurrent users allowed. RoleType - The name of the roletype. Description - The description of the roletype. Max Named Licenses - The maximum number of users licensed for this roletype. Max Concurrent Licenses - The maximum number of current users licensed for this roletype.

View Sessions
Click a role type, then click View Sessions to display a list of current VSA user sessions using that role type. You can select one or more sessions and click Log Off Selected Sessions to end those sessions. Use this feature to log off unnecessary sessions if a user is unable to logon because a roletype maximum of concurrent sessions has been reached.

Import Center
System > Import Center The Import Center page imports and exports automation solutionsuser-defined data structures that can be applied to multiple agentsinto and out of the VSA. This enables you to migrate automation solutions between VSAs, or import automation solutions from other solution providers. Import/export types of automation solutions include: Packages Agent Procedures
Note: Includes the option of exporting and importing folders of agent procedures. Check the Show Only Folders checkbox at the top of the New Export dialog to select a folder of agent procedures to export.

Agent Templates Event Sets Holiday 431

System Monitor Sets Monitor SNMP Sets Patch Policies Sample Exportable Items Views You can import or export multiple items of multiple types using a single XML. For example, you may want to import a set of agent procedures and monitor sets that are both used together for form a single automation solution.

Imports tab
Use this tab to import an automation solution XML into your VSA. New Import - Select an XML file to import, then click the Process button. View Import Details - Displays a history of the import. The paging displays a log of the files you have imported.

Exports tab
Use this tab to export an automation solution XML into your VSA. New Export 1. Select the type of automation solution to export. 2. Select one or more items of that type to export. 3. Click the Continue button to add another type of automation solution. 4. Click the Export button to export. A single XML file is created that is still stored on the Kserver. 5. Click the hyperlink for the newly exported file that displays in the table grid of the Exports page. 6. Confirm saving the file to your local machine. View Import Details - Displays a history of the export.

System Log
System > System Log The System Log page logs events that cannot be tracked by machine ID, for a specified time period. This log captures events not contained in any of the agent logs. Examples include: Deleting machine IDs Failed and successful logon attempts Video streaming sessions Starting/stopping of the KServer Deleting trouble tickets assigned to a group (not a machine) Scheduling reports

Save History to N Days

Click Apply to save system log events for the specified number of days.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

432

System

Search
The search function acts as a filter on the Description field. Enter a set of words to search for and click the Search button. Only rows matching the search criteria are listed. Use % or * as a wild card. Use the underscore character (_) as a single character placeholder. Text is case insensitive.
Note: This log data does not appear in any reports.

Statistics
System > Statistics
Related information is provided using Reports > Network Statistics (page 155).

The Statistics page displays various statistics to provide an indication that the KServer is running optimally. The statistics shown are not affected by the machine ID/group ID filter (page 604) setting.

Agents currently online

Number of agents currently checking into the system.

Total Licenses Used

Number of agent licenses used.

Total Template Accounts

Number of machine ID templates (page 604) defined.

Total Machine IDs

Number of machine IDs defined on the KServer, whether their agents have ever checked in or not. Total Licenses Used + Total Template Accounts = Total Machine IDs.

KServer CPU usage

the last 5 minutes: x% long term average: x%

Total System CPU usage

the last 5 minutes: x% long term average: x%

Remote Control Sessions

The number of remote control sessions relayed through the KServer that are currently active.

Pending Alerts
Alerts are processed by the background task every two minutes. This number shows how many alerts are backed up waiting to be processed by your system. If more than 0 alerts are pending, a button appears labeled Clear Alerts appears. Click this button to clear out all pending alerts.

Pending Patch Scan Results

The number of machines that currently have patch scan results that have been completed but not yet processed. If a KServer has a lot of patch scans that happen in a short period of time, the actual results of those scans might not appear for some time. The count is a measure of that backlog of processing.

Database Location
Displays the location of the database. 433

System

Database Size
Total size of your database. Typical systems consume about 1 to 2 MB of database size per machine ID.

Database File Path

Full path to the database on the database server machine.

Kaseya File Path

Full path on the KServer to the location of its system files.

Statistics Collected
Active connections - Number of managed machines that currently have active connections to the KServer. New connections in last 10 seconds - Number of new TCP/IP connections accepted by the KServer. Agents using a connection established during a prior check-in do not contribute to this count. Checkin message queue length - Number of check-in messages waiting for processing by the KServer. Command message queue length - Number of messages, other than check-in, waiting for processing by the KServer. Bandwidth - received bytes/sec - Bytes per second input into the KServer agent port. Bandwidth - sent bytes/sec - Bytes per second output from the KServer agent port. Database CPU utilization - This number indicates the percentage of CPU utilization by the database server at the time specified. Excessively high values for prolonged periods may be an indication that this server is underpowered or could benefit from additional RAM. Total connections processed since KServer start - This number indicates the total agent connections processed by the KServer since the service last started. Event log entries received in last minute - The number of event log entries received in the last minute for the entire system. Event log entries received in last five minutes - The number of event log entries received in the last five minutes for the entire system. Event log entries received in last hour - The number of event log entries received in the last hour for the entire system.

Top procedures run in the last hour

This table lists the procedures that have run and completed execution on all online machines in the last hour, with the greatest frequency listed first.

Top procedures pending (online machines only)

This table lists the procedures waiting to execute on all online machines, with the greatest frequency listed first.

Logon Policy
System > Logon Policy The Logon Policy page sets logon policies that apply to all VSA users. Logon policies prevent a brute force break-in to the system. By limiting the successive number of bad logon attempts and disabling rogue accounts for a set amount of time, you can prevent unauthorized access achieved by repeatedly entering random passwords.

434

System
Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

Specify the bad logon attempt policy

Number of consecutive failed logon attempts allowed before disabling - Specify the number of consecutive bad logons a VSA user or Portal Access (page 81) user is allowed before their account is disabled in the account field. The count is reset to zero after a successful logon. Length of time to disable account after max logon failures exceeded - Specify the amount of time, in hours or days, that the account is disabled in the field.
Note: To activate the account manually before the lockout time elapses, another user must enable the account using the System > Users (page 403) page.

Minutes of inactivity before a user session expires - Specify the time period of user inactivity before the user is automatically logged out. Set the number of minutes of inactivity in the field. Prevent anyone from changing their logon name - Prevent anyone from changing their logon name. Do not show domain on logon page - Hide the Domain field on the logon page.
Note: If left blank, the domain checkbox still does not show on the logon page until at least one domain logon exists. Domain logons can be imported using Agent > View AD Users (page 66) or added manually using System > Change Logon (page 398).

Do not show remember me checkbox on logon - Hide the Remember my username on this computer checkbox on the logon page.

Specify password strength policy

Specify a password strength policy by checking the boxes beside the following: Require password change every N days Enforce minimum password length Prohibit password reuse for N passwords Require upper and lower case alpha characters Require both alpha and numeric characters Require non-alphanumeric characters

Update
Press Update to apply the settings.

Application Logging
System > Application Logging The Application Logging page controls the logging of application activity on the application server. This function is only visible to master role users and is used primarily by Kaseya support. It is possible to set the level of logging in the log files, from None to Maximum. The amount of information in these logs depends on how much logging is in each application and the level of detail specified by the Application Logging configuration. There are also checkboxes to record the request and response. An XML file is created in \Kaseya>Xml>Log for each request and each response. In addition, there is an option to log transactions. When this is checked, another XML file is created in this same directory for each database update. There are options to filter by queue. This is to help narrow down the amount of information that goes into the log.

435

System The Log tab displays log records. This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Outbound Email
System > Outbound Email The Outbound Email page maintains settings for routing outbound email generated by the KServer to a host email server. The host email server accepts outbound email and delivers it to recipients on your behalf. If the email server host requires authentication you can include a username and password.
Note: These settings are typically set during the install process. You can modify them after the install using this page.

Enable/Disable Automatic Delivery

Automatic delivery of outbound email is disabled by default. You must enable automatic delivery of outbound email to send emails automatically throughout the VSA as soon as they are created.

Manual Delivery
If you disable automatic delivery, you can still send outbound email manually: 1. Click the System > Outbound Email > Log tab 2. Select one or more outbound emails with a status set to Queued. 3. Click the Send Now button.

Configuration
Click Edit. Complete the fields in the Edit dialog box. Host Name - The name of the host email server. Example: smtp.mycompany.com. If no authentication or special port number is required, then only specify values for the Default Days to Keep Logs and Default Sender Email fields.
Note: Entering localhost in the Host Name field means you are using the KServer's IIS Default SMTP Virtual Server to route outbound email. The Default SMTP Virtual Server service must be installed and running in order to send email. The service must also be able to resolve DNS addresses to route email to other SMTP servers.

Port - Typically 25, but the host email server may require a different port number. User Name - If required for authentication, enter the username of an account authorized to use the host email server. Password - If required for authentication, enter the password of the account. Default Days to Keep Logs - Enter the number of days to keep log outbound email entries. Default Sender Email - Enter the default From address displayed by outbound email. The From address displayed by outbound email uses the following order of precedence: 1. If there is a From address in the Send Email step of a procedure, then that address is used. 2. Else the Send Email step uses the From address provided by a linked Service Desk > Message Template, if the link exists and a From address is specified. 3. Else the Send Email step uses the Reply Email Address of the Service Desk > Incoming Email and Alarm Settings > email reader linked to the service desk. This link between the email reader and the service desk is set using the Service Desk > Desk Definition > Properties > General > Standard Field Defaults > Email field. 4. Else the Default Sender Email address set in System > Outbound Email is used.

Testing
If you suspect that you are not receiving emails from the KServer, click the Test button on this page to 436

System send test emails to various recipient addresses.

Note: If localhost is entered in the Host Name field, the Log tab could show a sent email as successful, but still not be relayed successfully because of configuration problems with the Default SMTP Virtual Server.

Click Test. Complete the fields in the Test dialog box. To - The email address to send the test email. Subject - The subject line of the test email.

Logging
The Log tab displays a log of all outbound emails sent by the KServer. This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18). Send Now - Send or resend selected emails Forward - Forward a selected email to a different address than originally specified. View - View a selected email. Delete - Delete selected emails.

Customize
Color Scheme
System > Color Scheme The Color Scheme page determines the set of colors displayed by the VSA environment. Color Scheme selection applies to all users within the same partition (page 611). To change color schemes: 1. Select a color scheme in the middle pane. 2. Click the Set Scheme button.

Site Customization
System > Site Customization The Site Customization page provides the following tabs for customizing the user interface for all users. Logon Page (page 437) Site Header (page 438) Report Header (page 439) Agent Icons (page 438) Org Custom Field Title (page 439) Each tab is edited separately.

Site Customization > Logon Page

The Logon Page tab of the Site Customization page sets the options displayed when a user logs on.
Note: See VSA Logon Policies (page 394) for a summary of functions affecting user logons.

1. Click the Edit button on the Logon Page tab. The Edit Logon Page dialog displays. 2. The following settings are all optional: Logo for Logon Page - Browse to select a custom logon on your local machine or network.
Note: Your logo should be no larger than the recommended size.

437

System Title - Enter title text for this environment. The title displays just beneath the logo on the logon page. Right Frame URL - Browse to select a custom image on your local machine or network. Display System Version on logon page - If checked, the system version displays. Display Forgot Password on logon page - If checked, a Forgot Password? hyperlink displays on the logon page. Clicking the Forgot Password? link on the logon pageif activated using the System > Site Customization > Logon Page (page 437) tabemails you a link where you can change your password. To change your password, you must have already filled out a Security Question and Security Answer using System > Change Logon (page 398). Display System Status on logon page - If checked, the system status displays on the logon page. Display Customer ID on logon page - If checked, the customer ID displays on the logon page.

Site Customization > Site Header

1. Click the Edit button on the Site Header tab. The Edit Site Header dialog displays. 2. The following settings can be customized: Logo - Browse to select a custom logo on your local machine or network. Click the Default button to reset back to the default.
Note: By default, VSA report headers display the image specified by the System > Site Customization > Site Header (page 438). Changing the value in the System > Configure > Change URL... (page 426) > Logo field overrides this default, changing the URL for report headers only. Changing the URL in the Change URL... > Logo field does not affect the display of the Site Header image.

Title - Enter a custom title that displays next to the logo. Click the Default button to reset back to the default. Header Height - The header height in pixels. Defaults to 50. Favorites Icon - When your VSA website is bookmarked in a browser, this "favicon" image displays next to the text of the bookmark. Customize this image using a 16x16 pixel ico file.
Note: The Favorites Icon is not supported in a SaaS (page 611)-based VSA.

Site Customization > Agent Icons

1. Click the Edit button on the Agent Icons tab. The Edit Agent Icons dialog displays. 2. Upload customized Windows icons to the KServer. Windows icons must be in .ico format, the color depth must not exceed 256 colors, and can have a maximum size of 32x32 pixels. Agent online - The agent is checking in successfully. Agent offline - The agent is not checking in. Agent blinking - A message is waiting to be read by the machine user. Remote control is disabled - Remote control of the managed machine has been disabled by the machine user. 3. Upload customized Mac icons to the KServer. Mac icons must be in .tif format, the color depth must not exceed 32 bit color, and can have a maximum and recommended size of 48x48 pixels. Agent online - The agent is checking in successfully. Agent offline - The agent is not checking in. Agent blinking - A message is waiting to be read by the machine user. Remote control is disabled - Remote control of the managed machine has been disabled by the machine user.

438

System
Note: Custom Mac icon images do not display in the Site Customization page, but display correctly when an agent install package is subsequently created and installed on a Mac machine.

4. Upload customized Linux icons to the KServer. Linux icons must be in .png format, the color depth must not exceed 256 colors, and can have a maximum size of 32x32 pixels. Agent online - The agent is checking in successfully. Agent offline - The agent is not checking in. Agent blinking - A message is waiting to be read by the machine user. Remote control is disabled - Remote control of the managed machine has been disabled by the machine user.
Note: See Creating Custom Agent Icons (page 439) for more information.

Site Customization > Deploy Header

Customize the logo and text displayed when Agent > Deploy Agent (page 39) displays a web page to the user, instructing them to install the agent.

Site Customization > Org Custom Field Titles

Customize the titles of custom fields that are used to classify organizations. Assign values to custom fields using System > Manage > Org/Groups/Depts/Staff > Custom Fields (page 419).

Creating Custom Agent Icons

Four Agent Icons
To incorporate custom agent icons in the system tray (Windows) or menu bar (Mac OS X) of each managed machine, create four icons. These icons must be named:

For Windows Agents

online.ico By default, this is the blue K icon displayed when agent is connected to the KServer. offline.ico By default, this is the gray K icon displayed when agent is not connected to the KServer. blink.ico By default, this is the white K icon displayed when agent requires the user to click the icon to see a message. noremote.ico By default, this is the red K icon displayed when the user has selected the Disable remote control menu item from the agent popup menu.

For Mac Agents

macOnline.tif - By default, this is the blue K icon displayed when agent is connected to the KServer. macOffline.tif - By default, this is the gray K icon displayed when agent is not connected to the KServer. macNoremote.tif - By default, this is the white K icon displayed when agent requires the user to click the icon to display a message. macBlink.tif - By default, this is the red K icon displayed when the user has selected the Disable remote control menu item from the agent popup menu.

439

System

For Linux Agents

linuxOnline.png - By default, this is the blue K icon displayed when agent is connected to the KServer. linuxOffline.png - By default, this is the gray K icon displayed when agent is not connected to the KServer. linuxNoremote.png - By default, this is the white K icon displayed when agent requires the user to click the icon to display a message. linuxBlink.png - By default, this is the red K icon displayed when the user has selected the Disable remote control menu item from the agent popup menu.

Formatting Custom Agent Icons

For Windows custom agent icons: The format must use the Windows icon format. A simple bitmap file cannot simply be renamed using the .ico extension. The size cannot be larger than 32x32 pixels. The color depth cannot exceed 8 bit color (256 colors). For Macintosh custom agent icons: The format must be .tif. The recommended size is 48x48 pixels and cannot be any larger. The color depth should be RGB 32 bit color. For Linux custom agent icons: The format must be .png. The size cannot be larger than 32x32 pixels. The color depth cannot exceed 8 bit color (256 colors).

Installing Custom Icons

1. 2. 3. 4. 5. Navigate to the System > Site Customization > Agent Icons (page 438) tab. Click the Agent Icons tab. Click the Edit button. The Edit Agent Icons dialog displays. Click the browse button for any agent icon to select a custom agent icon on your local machine. Optionally click the Use Default buttons to reset agent icons to their default images.

Updating Existing Agents with Custom Agent Icons

The customized agent icons are automatically deployed when updating Agents using the Agent tab -> Update Agent (page 84). You will need to check the Force update check box to update agents that are already at the current version.

Creating Agent Install Packages with Custom Agent Icons

Updated agent icons are included in any newly downloaded KcsSetup files created by Deploy Agent (page 39). If you have placed an agent installer KcsSetup file in a domain logon script, then you must re-download the KcsSetup file to include the updated icons and replace the file on the domain server.

Local Settings
System > Local Settings The following settings will be applied system wide going forward from this release. These settings currently affect the Time Tracking and Service Billing modules.

Date Format
Format - Selects the date format used by dates the VSA. 440

System mm/dd/yyyy dd/mm/yyyy yy/mm/dd Delimiter used - Selects the date format delimiter used by dates in the VSA. / (slash) - (dash) . (dot)

Number Format
Decimal Places - Selects the number of decimal places used to display currency in the VSA. Decimal Format - Selects the decimal format used to display currency in the VSA. xx,xxx.xx xx.xxx,xx

Customize: Live Connect

System > Customize > Live Connect The Customize: Live Connect page customizes Home tabs that display in the Live Connect (page 384) and Portal Access (page 81) windows. You can create multiple, customized Home tabs and save them by name. These Home tabs are enabled for a particular role by checking the checkbox underneath Live Connect > Home in: System > User Roles > Access Rights (page 409) System > Machine Roles > Access Rights (page 411)
Note: You can download a Live Connect PDF from the first topic of online help.

You can customize three sections on the default Home page. Portal Header - Customize the text and image displayed at the top of the Home tab. Agent Procedures - Provide a customized list of agent procedures that the user can run immediately from this tab. Custom Links - Provide a customized list of URLs that the user can click using this tab. For example, you could provide a URL to a website page providing technical information used to troubleshoot problems on managed machines.

Make available to All Tenants

If checked, this Home page can be added to user roles and machines roles on all tenant partitions. This option only displays for master role users (page 612).

441

Chapter 11

Ticketing
In This Chapter
Ticketing Overview View Summary Create/View Delete/Archive Migrate Tickets Notify Policy Access Policy Assignee Policy Due Date Policy Edit Fields Email Reader Email Mapping 445 445 448 450 453 453 455 456 456 458 459 461

443

Ticketing

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

444

Ticketing Overview
The Ticketing module manages service requests. These service requests, and your response to them, are documented using tickets. The ticketing system automatically notifies designated VSA users and ticket submitters by email for such system events as ticket creation, changes, or resolutions. The system organizes tickets by machine ID, group ID, organization ID, department ID or staff ID. You may wish to create a "generic" organization in System > Manage (page 416) to hold tickets of a global nature, such as general network problems.

Visibility of Tickets in Other Modules

Tickets can also be viewed using Live Connect (page 384) and in Info Center > View Dashboard (page 183). Functions View Summary
(page 445)

Description Lists all tickets. Each row displays summary data for a single ticket. Create new tickets, or add or modify notes in existing tickets. Permanently delete tickets or move tickets into archival storage. Migrate Ticketing tickets to and from Service Desk tickets. Determine when email notifications are sent out by the Ticketing module. Determine who can edit and/or display fields in tickets. Create policies to automatically assign users to a new or existing ticket. Define default due dates for new tickets based on field values and email subject lines. Define, modify, or create ticket fields used to classify tickets. Setup automatic polling of a POP3 email server to generate new ticket entries. Define default field values for new tickets received using the Email Reader.

Create/View (page
448)

Delete/Archive
(page 450)

Migrate Tickets
(page 453)

Notify Policy
(page 453)

Access Policy
(page 455)

Assignee Policy
(page 456)

Due Date Policy

(page 456)

Edit Fields (page

458)

Email Reader
(page 459)

Email Mapping
(page 461)

View Summary
Ticketing > View Summary
Similar information is provided using Info Center > Reports > Ticketing (page 179).

The View Summary page lists all tickets. Each row displays summary data for a single ticket.

Ticketing

New Tickets or New Notes

New tickets, or new notes in existing tickets, are clearly highlighted in one of two ways. By Date - Tickets with new notes entered in the last 1 day are highlighted in red. New notes entered in the last 7 days are highlighted in yellow. You can adjust these times and colors by clicking the Change Highlight link. Read Flag - Each ticket is flagged to indicate if the user has viewed all the notes in the ticket. Once viewed, the ticket is marked as read using the icon. If another user or user adds or modifies a note, the flag is switched back to unread for you, showing the icon.

Filtering
The list of tickets displayed depends on several factors: The list displayed depends on the machine ID / group ID filter (page 26) and machine groups the user is authorized to see using System > Scope (page 412). You can further sort and filter listed tickets by selecting values in the field drop-down lists. Search does not display any tickets if notes contain none of the words being searched for. Machine users only have access to tickets for their own machine ID using Portal Access (page 81).

Assignees
The assignee list displayed in View Summary (page 445) and Create/View (page 448) is based on the scope of the currently logged on user. Ticketing assignment in the Ticketing module always allows you to see master users, regardless of your role or scope.

Open Tickets, Past Due, Closed Tickets, Total Tickets

Shows the number of tickets open, past due, closed, and total for all tickets matching the filtering criteria described above.

Search
Search restricts the list of tickets to only tickets containing any of the words or phrases in the search string. Enclose a phrase in double-quotes ("). Search examines the ticket Summary line, submitter Name, submitter Email, submitter Phone, or any of the Notes. Clicking any of the ticket Summary links in the paging area displays the details of that ticket using the View Ticket (page 448) page. Words in the ticket notes matching any Search word are highlighted with a green background.

<last 10 searches>
The drop-down list below the Search edit box lists the <last 10 searches> you have made. Selecting any item from the list automatically re-searches for those words.

Sort
Click either ascending or descending to order tickets by the selected column.

Fields...
Allows each user to organize the columns displayed in the table. Clicking Fields... opens a dialog in a new browser window. There, you can select which columns to show or hide and also the order in which columns are displayed. You can show/hide any of the following columns: 446 ID - Unique ID number automatically assigned to each ticket. Machine ID - The ticket applied to this machine. Assignee - Name of the user responsible for solving this problem. Category - Type of problem this ticket discusses. Status - Open, Hold, Closed

Priority - High, Normal, Low SLA Type - Service Level Agreement type Dispatch Tech - Yes, No Approval - Required, Not Required Hours Worked - Hours worked, in decimal format. Last Modified Date - Last time any note was added to this ticket. Creation Date - Time when the ticket was first entered. Due Date - Ticket due date. Resolution Date - Date the ticket was closed. Submitter Name - Person who submitted this ticket: user, user name, or machine ID. Submitter Email - The submitter email address. Submitter Phone - The submitter phone number.

You can also select additional custom fields you have previously created using Ticketing > Edit Fields (page 458).

Automatically submit on field changes / Submit

If Automatically submit on field changes is checked, then the View Summary page redisplays as soon as a single field in the List Fields Filter is changed. If blank, then you can change several of the List Fields Filter at one time. The View Summary page won't redisplay until you click Submit.

(List Fields Filter)

Each field of type Listsuch as Category, Status, or Priorityare shown as selectable drop-down lists. Selecting values from one or more of these drop-down lists filters the paging area to display only those tickets matching the selected values. Custom List fields are created using Ticketing > Edit Fields (page 458).

Mark All Read

Click to mark all tickets as read. Read tickets display a icon. Any changes or note additions inserted by other users reset the ticket to unread. Unread tickets display a icon.

Set Field...
Use Set Field... to change multiple field values on multiple tickets at once. Check the box for all the tickets you wish to change a field value for. Then click Set Field... A dialog box displays that enables you to set a new value for any of the fields.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

Merge...
To merge tickets, check the box for any two tickets listed, then click the Merge... button. The resulting merged ticket contains all the notes and attachments from both tickets. You are asked which field values you wish to use in the ticket for all field values that are different between the two tickets.

Change Highlight
Click Change Highlight to set and/or modify row highlighting based on date. Highlight tickets in two ways. Tickets with a date within 1 day of the current time are highlighted in red. Tickets with a date within 7 days are highlighted in yellow. You can independently adjust both the number of days and the highlight

Ticketing color. To disable highlighting by date, set each number of days to zero. The highlight date may be last modified date, due date, or creation date.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Column Headings
Clicking any column heading re-orders the table using that column as the sort criteria.

Data Table
Each row of the table lists summary data for a single ticket. To display the details of the ticket in a new window click the new window icon. Hovering the mouse cursor over the icon of a ticket displays a preview window of the latest notes for that ticket. Use this to quickly review tickets in your queue. The number of milliseconds the cursor has to hover can be specified using System > Preferences (page 397). To display the details of the ticket in the same window click the summary line link. To toggle the state to read click . To toggle the state to unread click .

Create/View
Ticketing > Create/View The Create/View page creates new tickets, or adds or modify notes in existing tickets.

Adding a New Ticket

1. Bypass the Ticket ID field. It will be populated with a new unique number when the ticket is created. 2. Click Select association to associate the ticket with one of five types of VSA records: machine ID, machine group, organization, department, or staff. This is mandatory. 3. Enter a short description of the problem in the Summary field. 4. The Submitter fields are populated as follows: If a machine ID was selected in step 2, the submitter User Name, User Email and User Phone fields are populated with contact data maintained for this machine ID using Agent > Edit Profile (page 79). This information can be updated if need be. If anything other than machine ID was selected in step 2, these submitter fields can be filled in manually, if applicable. If a ticket was created by an incoming email using Ticketing > Email Reader (page 459), the Submitter Email field is populated with the sender's email address. 5. The Date Created is automatically assigned. 6. The Age / Closed date is automatically assigned. Age lists the number of hours/days since the creation date for non-closed tickets. If the ticket has been closed then Age is replaced with Closed and displays the date and time this ticket was closed. 7. The default due date for a ticket is determined by the Ticketing > Due Date Policy (page 456). The due date is based on the ticket attributes you enter when a new ticket is entered. If a due date policy is in force for a ticket, then a policy icon displays next to the due date. You can override the existing due date by clicking the edit icon next to the due date. The policy icon is replaced by a manual override icon next to the due date. Click the Apply button to reset the due date to the policy enforced due date. If the due date does not match any of the defined due date policies

448

(page 456), then the Due Date label is highlighted. If no due date policies are defined then the system

default due date is used, which is one week from the creation date of the ticket. When a ticket is overdue, the due date displays in bolded dark red text, both in the View Summary (page 445) page and in Ticketing (page 179) reports. It also displays in red text in the header of the Create/View (page 448) page. You can optionally send an email for overdue tickets using Ticketing > Notify Policy (page 453). A ticket is resolved when its status is set to closed and the resolution date is recorded. 8. Classify the ticket using the built-in List type fields, such as Assignee, Category, Status, and Priority. You can also classify the ticket using additional List type fields that have been created for tickets using Ticketing > Edit Fields (page 458). 9. Enter details of the problem in the Notes edit box. Click the Note Size link to change the number of rows available for your note text. 10.To attach a file, such as a screen shot, to the ticket, click Browse... below the note entry area. Locate the file you wish to attach on your local computer. Click Open in the browse window to upload the file to the VSA server. Once the file has been successfully uploaded, tag text is automatically entered into the note in this format: <attached file:filename.ext>. This tag appears as a hyperlink in a note for the ticket. Display/download the file at any time by clicking that link.
Note: The following list of filename extensions display as images or text in the note, instead of displaying as a hyperlinked filename: gif, jpg, png, bmp, txt, sql. Note: Ticket note attachments are typically located in the C:\Kaseya\WebPages\ManagedFiles directory.

11.Check the Suppress email notification checkbox if you don't want email recipients, either VSA users or machine users, to be notified about the ticket. In most cases you'll want to leave this blank. 12.Check the Suppress automatic note creation checkbox if you don't want a note to be added automatically. This option is hidden by default. Use Access Policy (page 455) to display it. 13.Complete the creation of the ticket in one of two ways: Click Submit to complete the creation of the ticket and to notify both VSA users and machine users by email. Click New Hidden to complete the creation of the ticket to notify only VSA users by email. Use hidden notes to record data or analysis that may be too detailed or confusing to machine users but useful to other VSA users.
Note: Hidden notes are never included in email notifications.

Editing an Existing Ticket

To display an existing ticket, enter a ticket number in the Ticket ID field. If you don't know the number of the ticket, use View Summary (page 445) or Delete/Archive (page 450) to locate and select the ticket. The ticket will be displayed using this page. When an existing ticket first displays on this page, the header fields show the most recent settings for the ticket. Making changes to any of the List type fields immediately creates a new note for the ticket, identifying the change. Making changes to any of the non-List type fieldssuch as the Summary field, Submitter information, or fields that accept freeform text entries or numbersrequires you to click Update afterwards to create a new note. Edit any previous note for a ticket by clicking the edit icon next to the note you wish to edit. This populates the header fields with the settings for this note. It also highlights the row of the note being edited in light yellow. You can change the contents of the note, including the timestamp for the note. Click Change to confirm the changes you have made. Delete notes by clicking the delete icon next to the note.

Ticketing Split a ticket into two tickets by clicking the split icon next to the note. The new ticket contains the note and all more recent notes. The original ticket can either be closed or left unchanged.
Note: View, edit and delete privileges for tickets and fields are controlled using Ticketing > Access Policy (page 455). VSA users and machine users are notified about ticket changes based on Ticketing > Notify Policy (page 453). Change the number automatically assigned to the next new ticket using Edit Fields (page 458).

Assignees
The assignee list displayed in View Summary (page 445) and Create/View (page 448) is based on the scope of the currently logged on user. Ticketing assignment in the Ticketing module always allows you to see master users, regardless of your role or scope.

Assignee Policy Icon

By default a always enforce assignee policy icon displays next to the assignee field. This indicates that assignee names are automatically selected using Assignee Policy (page 456). Click the icon once to display the override the assignee policy icon . This overrides the assignee policy and allows you to select an assignee manually.
Note: If no assignee policy is defined for the combination of List type fields values selected, then toggling between the and icons has no effect.

Displaying the "Create/View" Page Using a URL

The following URL displays the Create/View (page 448) web page for a specific ticket ID http://...?ticid=<TicketID> For example: http://demo.kaseya.com?ticid=1234

Time/Admin
Lists the time a change was made to a ticket and the user or user who made the change.

Note
Lists all notes relating to this ticket in ascending or descending time order. Each note is time stamped and labeled with the logon name of the person entering the note.
Note: User entered notes are labeled with the machine ID they logged in with. See Portal Access (page 81) for details.

Hide
If checked, the note is hidden from VSA users but not machine users. The default setting is determined by the as hidden note checkbox in Ticketing > Access Policy (page 455). Access policies are applied by user role. If you belong to more than one user role, the most restrictive policy has precedence.

Delete/Archive
Ticketing > Delete/Archive The Delete/Archive page deletes old tickets, or deletes tickets in a particular category or status. You may reach the point where your system has so many old tickets that they are cluttering up searches with obsolete data. 450

Note: View, edit and delete privileges for tickets and fields are controlled using Ticketing > Access Policy (page 455).

Archiving Tickets
In addition to delete, you can also archive tickets. Archived tickets stay in the database but are moved to separate tables. Use archive to move obsolete or old tickets out of the active database without deleting them from the system. You can always move tickets back and forth between the active database table and the archive database table.

Filtering
The list of tickets displayed depends on several factors: The list displayed depends on the machine ID / group ID filter (page 26) and machine groups the user is authorized to see using System > Scope (page 412). You can further sort and filter listed tickets by selecting values in the field drop-down lists. Search does not display any tickets if notes contain none of the words being searched for. Machine users only have access to tickets for their own machine ID using Portal Access (page 81). Use the Hide tickets last modified after control to only display tickets earlier than a certain date.

Archiving Closed Tickets

If, for example, you want to archive Closed tickets older than 6 months perform the following steps: 1. 2. 3. 4. 5. 6. Select Closed from the Status control. Set the Hide tickets last modified after control to list only tickets last modified 6 months ago or earlier. Click the Set button. Click the Select All link. Click the Archive... button. Check the Display archived tickets instead of active tickets checkbox to search and examine the archived tickets. You can move tickets back to the active table here using the Restore... button.

Open Tickets, Past Due, Closed Tickets, Total Tickets

Shows the number of tickets open, past due, closed, and total for all tickets matching the filtering criteria described above.

Search
Search restricts the list of tickets to only tickets containing any of the words or phrases in the search string. Enclose a phrase in double-quotes ("). Search examines the ticket Summary line, submitter Name, submitter Email, submitter Phone, or any of the Notes. Clicking any of the ticket Summary links in the paging area displays the details of that ticket using the View Ticket (page 448) page. Words in the ticket notes matching any Search word are highlighted with a green background.

<last 10 searches>
The drop-down list below the Search edit box lists the <last 10 searches> you have made. Selecting any item from the list automatically re-searches for those words.

Sort
Click either ascending or descending to order tickets by the selected column.

Ticketing

Fields...
Allows each user to organize the columns displayed in the table. Clicking Fields... opens a dialog in a new browser window. There, you can select which columns to show or hide and also the order in which columns are displayed. You can show/hide any of the following columns: ID - Unique ID number automatically assigned to each ticket. Machine ID - The ticket applied to this machine. Assignee - Name of the user responsible for solving this problem. Category - Type of problem this ticket discusses. Status - Open, Hold, Closed Priority - High, Normal, Low SLA Type - Service Level Agreement type Dispatch Tech - Yes, No Approval - Required, Not Required Hours Worked - Hours worked, in decimal format. Last Modified Date - Last time any note was added to this ticket. Creation Date - Time when the ticket was first entered. Due Date - Ticket due date. Resolution Date - Date the ticket was closed. Submitter Name - Person who submitted this ticket: user, user name, or machine ID. Submitter Email - The submitter email address. Submitter Phone - The submitter phone number.

You can also select additional custom fields you have previously created using Ticketing > Edit Fields (page 458).

Automatically submit on field changes / Submit

If Automatically submit on field changes is checked, then the View Summary page redisplays as soon as a single field in the List Fields Filter is changed. If blank, then you can change several of the List Fields Filter at one time. The View Summary page won't redisplay until you click Submit.

(List Fields Filter)

Each field of type Listsuch as Category, Status, or Priorityare shown as selectable drop-down lists. Selecting values from one or more of these drop-down lists filters the paging area to display only those tickets matching the selected values. Custom List fields are created using Ticketing > Edit Fields (page 458).

Hide tickets last modified after / Set

Set the date and time of this control to only display tickets earlier than a certain date.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Select Page
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.

452

Delete...
Select one or more tickets and click the Delete... button to permanently delete the tickets from the system. Deleted tickets cannot be restored.

Archive...
Select one or more tickets and click the Archive... button. Archived tickets stay in the database but are moved to separate tables. Use archive to move obsolete or old tickets out of the active database without deleting them from the system. You can always move tickets back and forth between the active database table and the archive database table.

Display archived tickets instead of active tickets / Restore

Check the Display archived tickets instead of active tickets checkbox to search and examine the archived tickets. You can move tickets back to the active table here using the Restore... button.

Migrate Tickets
Ticketing > Migrate Tickets The Migrate Tickets page performs two tasks: Migrates selected Ticketing tickets into Service Desk tickets. Imports Service Desk ticket XMLs into Ticketing tickets.

Migrating Tickets from Ticketing into Service Desk

The paging area of Migrate Tickets displays all the tickets visible to you in the Ticketing > View Summary (page 445) page. 1. Select the tickets you want to migrate in the paging area. Click Select All to select all tickets. 2. Click Migrate to migrate all the selected tickets into Service Desk.

Importing Service Desk Tickets into Ticketing

1. Export selected tickets in Service Desk to an XML file on your local machine or network, using the Export button in Service Desk > Tickets. 2. Click Import in Ticketing > Migrate Tickets and select the XML file you created in step 1 above.

Notify Policy
Ticketing > Notify Policy The Notify Policy page determines when email notifications are sent out by the Ticketing module. Multiple policies can be defined for each machine group, by clicking the Add button instead of the Update button. This lets you specify different email lists for different ticketing events. For example, you may wish to send email alerts to a group of users for ticket creations and note additions, but send email to a different list of users for overdue tickets. To be sent email notification for a ticketing event: 1. Check the box to the left of each ticketing event you need to be notified about. 2. Enter a comma separated list of email address in the Email List edit box. 3. Check the box to the left of all group IDs you wish to apply this notification policy to. 4. Click the Update or Add button.

Ticketing
Note: You can not send notifications to the email address used to receive tickets, defined using Ticketing > Email Reader (page 459).

From Address
The From address used by ticket notifications is based on the Email Reader (page 459) address, if one is defined. If an Email Reader has not yet been defined then the From address in System > Outbound Email (page 436) is used.

Notification Type Checkbox

The list below describes when the ticketing system sends an email notification to all email recipients in the email list. Ticket Creation - If checked, an email is sent at the time of ticket creation. Modify/Add Note - If checked, an email is sent when a ticket is changed, including adding a note to ticket. Overdue Ticket - If checked, an email is sent when a ticket passes its due date without being closed. Edit Summary - If checked, an email is sent when anyone changes the summary line for a ticket. Click Format to edit the format for this email notification. Send auto response to emails creating new tickets - If checked, an automated reply message is sent out to the person that sent in an email that generated a new ticket. Automated response emails give your users an acknowledgement that their request has been received and processed by the system. Creating tickets based on inbound emails are configured using Email Reader (page 459) and Email Mapping (page 461). Click Format to edit the format for this email notification. Assignee Change - If checked, an email is sent when a ticket is assigned to a different user. Click Format to edit the format for this email notification. Field Change - If checked, an email is sent when anyone changes any custom field in a ticket. Click Format to edit the format for this email notification. Due Date Change - If checked, an email is sent when anyone changes the due date of a ticket. Click Format to edit the format for this email notification. Notify Ticket Submitter when note added - If checked, an email is sent to the email address entered for the ticket submitter, in addition to the email list for all email notification messages. Include all public notes in Modify/Add notification - If checked, all notes for a ticket are included when a Modify/Add Note message is sent out. Received email alerts always sent to assignee - If checked, an email is sent to the ticket assignee, whenever a reply email is received and added to the ticket, even if the assignee is not on the notification email list for this group ID. Send auto response to emails creating new tickets - If checked, an automated reply message is sent out to the person that sent in an email that generated a new ticket. Automated response emails give your users an acknowledgement that their request has been received and processed by the system. Creating tickets based on inbound emails are configured using Email Reader (page 459) and Email Mapping (page 461). Click Format to edit the format for this email notification.
Note: Format Email... buttons only display for master role users.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Machine Group
Lists machine groups. All machine IDs are associated with a group ID and optionally a subgroup ID. 454

Enable Events TMOAFEDNIRS

Identifies the ticketing events that trigger email notification of email recipients listed in the Email List column.

Email List
The list of email recipients notified by selected ticketing events for this group ID.

Access Policy
Ticketing > Access Policy The Access Policy page determines who can edit and/or display fields in tickets. Independent policies can be set for each user role and for all machine users. Machine users only see tickets assigned to their machine ID. Non-master role users only see tickets for scopes they are authorized to access.

Select user or user group

Before setting any other policy options, select <Users>, meaning all machine users, or a user role from the drop-down list.

Access Rights
The following access rights apply to all machine users or to a selected user role, as specified using Select user or user group. Enable ticket delete - If checked, the selected user role can delete entire tickets using the Delete/Archive (page 450) page. Enable ticket edit to modify or remove notes or modify summary line (Adding new notes is always enabled) If checked, the selected user role can edit existing notes or modify the summary line.
Note: Adding new notes is always enabled for all user groups.

Enable associate ticket with editing - If checked, enables the selected user role to edit the machine ID or group associated with a ticket. Enable submitter information editing - If checked, enables submitter information to be edited. Enable due date edit when editing trouble tickets - If checked, the selected user role can modify the ticket due date. Enable suppress email notifications when editing trouble tickets - If checked, the selected user role can suppress email notifications when modifying an existing ticket. View hidden notes - If checked, the selected user role can view hidden notes.
Note: Hidden notes can never be viewed by users.

Change hidden notes status checkbox - If checked for the selected user role, notes display a Hide checkbox at the far right edge of each ticket note. Toggling the Hide checkbox makes a note hidden or not hidden. Automatically insert new note with every field change - If checked for the selected user role, notes are automatically inserted whenever any ticket field changes. As hidden note - If checked for the selected user role, automatic notes are added as hidden notes. This policy only applies if Automatically insert new note with every field change is checked. Allow admin to suppress auto note add - Suppresses the adding of an automatic note when ticket properties are changed and no manual note is added.

Ticketing Define access to each ticket field - Defines access to each field for the selected user role. Fields are created using Edit Fields (page 458). Three levels of access are possible: Full Access - Can view and modify this field in every ticket. View Only - Can see but not change the value of this field. Hidden - Hidden fields are not shown.

Assignee Policy
Ticketing > Assignee Policy The Assignee Policy page automatically assigns a VSA user to a new or existing ticket. Assignment is based on the combination of List type field values entered for a ticket. List type fields and their possible values are defined using Ticketing > Edit Fields (page 458). The policy is enforced every time the ticket is saved.

Overriding Assignee Policy

Assignee Policy can be overridden for a specific ticket using the Create/View (page 448) page, by the toggling the icon next to the Assignee field to display a icon, then assigning a user manually.

Order of Precedence
The order of precedence for policy selection is based on the alphabetical sort order of the policy name, which also determines how the policies are listed in the paging area. For example, a policy named of AAA will always be selected before BBB, so long as all of the fields in AAA match the settings of the ticket. You can force policy selection to use the sort order you prefer by naming the policies accordingly. For example, you can add a numerical prefix to each policy name, such as 01, 02, 03, ... and adjust the sort order in this fashion. To rename existing policies, select the edit icon next to a policy name, then enter a new name and click Apply.

Policy Name
Enter the name for the assignee policy.

Assignee
Select the user who will be assigned tickets that match the selected combination of List type field values.

Create
Click Create to create the assignee policy.

List Fields
Each field of type Listsuch as Category, Status, or Priorityare shown as selectable drop-down lists. Select values for one or more of the fields. The combination of List type field values associated with an assignee determines which assignee is automatically assigned to a new or existing ticket.

Due Date Policy

Ticketing > Due Date Policy The Due Date Policy page sets the due date for each new ticket based on field values. Any combination of List type fields may be defined to set a due date. This allows you to set a new ticket due date based on the urgency of the ticket and a guaranteed level of service. For example, define a new List type

456

field named Service Level with the following values: Premium, Standard, Economy. Create different due date policies for each combination such as: Set resolution time to 1 Hrs when Priority = High and Service Level = Premium Set resolution time to 7 Days when Priority = Normal and Service Level = Economy When a new ticket gets created, the due date is set by adding the number of hours in the policy to the current time.
Note: You can change the due date of an existing ticket manually using Create/View (page 448).

Overdue Tickets
When a ticket is overdue, the due date displays in bolded dark red text, both in the View Summary (page 445) page and in Ticketing (page 179) reports. It also displays in red text in the header of the Create/View (page 448) page. You can optionally send an email for overdue tickets using Ticketing > Notify Policy (page 453). A ticket is resolved when its status is set to closed and the resolution date is recorded.

Order of Precedence
The order of precedence for policy selection is based on the alphabetical sort order of the policy name, which also determines how the policies are listed in the paging area. For example, a policy named of AAA will always be selected before BBB, so long as all of the fields in AAA match the settings of the ticket. You can force policy selection to use the sort order you prefer by naming the policies accordingly. For example, you can add a numerical prefix to each policy name, such as 01, 02, 03, ... and adjust the sort order in this fashion. To rename existing policies, select the edit icon next to a policy name, then enter a new name and click Apply.

Default time to resolve tickets with no policy

Enter the number of hours or days to resolve tickets when new tickets are created that do not match any policy.

Policy Name
Enter a name for a new or selected due date policy.

Resolve Time
When new tickets are created that match the field values in this policy, then the due date is set to this number of hours or days plus the current time.

Fields
Select values for one or more List type fields that a new ticket must match to automatically set the due date for the new ticket.

Delete Icon
Click the delete icon to delete a row in the paging area.

Edit Icon
Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them. The selected row is highlighted in yellow.

Name
The name of the due date policy.

Time
The time added to the current date and time to set the due date policy for a new ticket.

Ticketing

All Other Columns

The values of list fields that must be matched to set a due date for a new ticket using this policy. User defined List fields are maintained using Edit Fields (page 458).

Edit Fields
Ticketing > Edit Fields The Edit Fields page creates fields used to classify tickets and sets the default values for those fields. Fields are associated with the entire ticket, as opposed to each note of the ticket. You can customize the field label and corresponding values of each field, including the mandatory fields. The fields you define here display in the following pages: View Summary (page 445), View Ticket (page 448), Delete/Archive (page 450), Access Policy (page 455), Due Date Policy (page 456) and Email Mapping (page 461).

Mandatory Fields
Three mandatory List type fields exist that may not be removed from the system. The values for these list fields can be customized. The mandatory fields are: Category - Classifies tickets by IT category. Status - State of the current ticket: Open, Hold, Closed Priority - High, Normal, Low

Set the next ticket ID to N / Apply

Specify the ticket number for the next ticket. Displays the current "next" ticket number. Click Apply to confirm any changes.

Field Position
Click the up/down arrows Create/View Tickets (page 448). to the left of the field label to change the display position for this field in

Field Label
You can modify the label for any field here. Click the Update button to apply the change.

Type
Specify the data type for each field. String - Can contain any text up to 500 characters in length. Best used to hold things like problem location or other variables that do not belong in the summary line. Integer - Can contain any positive or negative integer value List - Lets you create a drop-down list of choices. The choices for List type fields are edited by clicking the <Edit List> value in the Default Value drop-down list.
Note: Only List type fields display as a selectable drop-down list that can filter the display of tickets in the View Summary (page 445) and Delete/Archive (page 450) pages.

Number (nn.d) - A number that always shows one digit to the right of the decimal point. Number (nn.dd) - A number that always shows two digits to the right of the decimal point. Number (nn.ddd)- A number that always shows three digits to the right of the decimal point. Number (nn.dddd) - A number that always shows four digits to the right of the decimal point.

458

Default Value
Creating a new ticket automatically sets each field to its default value. You can specify that default value here.
Note: Default values are system wide and may not be different for different machine group IDs or user roles. Note: Email Mapping (page 461) can override the default values selected here for tickets created using Email Reader (page 459).

<Edit List>
This value displays in the drop-down list for a List type field in the Default Value column. Click <Edit List> to edit the list of values for that field.

Update
Click Update to confirm changes to field labels, default values, or List type values.

New
Click New to create a new field.

Email Reader
Ticketing > Email Reader The Email Reader page specifies a POP3 email account to periodically poll. Email messages retrieved from the POP3 server are classified by Email Mapping (page 461) and converted into tickets.

Alarm to Ticket Integration

When a VSA user clicks a New Ticket... linktypically for an alarmanywhere in the system, the Ticketing module converts it into a ticket. The Ticketing email reader does not have to be enabled.
Note: If the Service Desk module is installed, see Service Desk > Activating Service Desk Integration.

Contents of Email
The Email Reader can receive any email, with or without attachments, and add the contents to the ticketing system. Additional information can be added to the email to enhance the mapping of the email to the ticketing system. The following tags can be included in either the subject or the body of the email. ~ticrefid='xxx' - Appends the body of the email to an existing ticket rather than cause a new ticket to be created. ~username=xxx - Automatically inserts the value given as xxx into the Submitter Name field.
Note: If ~username=xxx is not included in the either the subject or the body of the email, then the email sender's From address is used to populate the Submitter Name field.

~useremail=xxx - Automatically inserts the value given as xxx into the Submitter Email field. ~userphone=xxx - Automatically inserts the value given as xxx into the Submitter Phone field. ~category=xxx - Assigns the ticket created to a specific category. The category must exist. ~priority=xxx - Assigns the ticket created to a specific priority. The priority must exist. ~status=xxx - Assigns the ticket created to a specific status. The status must exist. ~assignee=xxx - Assigns the ticket created to a specific user. The user must exist.

Ticketing ~machineid=xxx.xxx - Assigns the ticket created to a machine ID. The machine ID must exist. If this information is not included, and tickets are not assigned to a machine ID or group ID using Email Mapping (page 461), tickets are assigned to the unnamed group by default. ~fieldName=xxx - Assigns the value xxx for any defined field. If the field is a List type, then the value must exist in the list.

Suppressed Notes
Notes are suppressed if an email is sent with no body and no attachments or if no response text is sent with a reply email.

Email Reader Alerts

You can be alerted by email if the Ticketing > Email Reader fails using Monitor > Alerts - System (page 252) alerts.

Email Address
Enter the email address you wish to retrieve email messages from periodically. Replies to this email address are in turn processed by the ticketing system and added as notes to the relevant ticket.

Disable email reader

Check this box to prevent the email reader component from polling a server.

View Log
Click View Log to review the polling log for this email reader.

Turn off independent ticket sequence numbering (use identity value)

For "on premises" single partition (page 611) environments only, if checked, ticket numbers match the ticket numbers displayed in outbound emails. If unchecked, these two numbers can be different. These number always match in additional partitions.

Host Name
The name of the POP3 host service is needed. POP3 is the only email protocol supported. An example is pop.gmail.com.

Port
Provide the port number used by the POP3 service. Typically non-SSL POP3 ports are 110 and SSL POP3 ports are 995.

Use SSL
Check this box to enable SSL communications with your POP server. Your POP server must support SSL to use this feature. Typically, SSL enabled POP3 servers use port 995.

Logon
Enter the email account name. Do not include the @ domain name with the account name. For example, if the Email Address is jsmith@acme.com, then enter jsmith as the account name.

Password
Enter the email account password.

Check for new emails every <N> minutes

The number of minutes the Email Reader should wait before polling the POP3 server for new emails.

460

Reject inbound emails containing the following in the subject line

This option only displays for master role users (page 612). Enter text to ignore inbound emails containing this text in the subject line. Matching is case insensitive. Quotes and wildcard characters such as * and ? are interpreted literally as part of the string content.Create multiple filters using multiple lines. Multiple filters act as an OR statement. Surround whole words with spaces on both sides of each word. Example: Undeliverable Do not reply This same ignore list can be maintained in the Ticketing > Email Reader page and the Service Desk > Incoming Email and Alarm Settings > General tab. This list can also be maintained manually by editing the <Kaseya_Installation_Directory>\Kaseya\KServer\ignoreSubject.txt file.

Apply
Click Apply to begin using the email reader.

Connect Now
Click Connect Now to connect to the POP3 server immediately instead of waiting for the next polling time. This can be used to test your configuration of the email reader.

Email Mapping
Ticketing > Email Mapping The Email Mapping page assigns default values for new tickets created using the Email Reader (page 459). The default values assigned are based on the email address or email domain of the email sender. Matching can be optionally filtered by the text entered in the email subject line. This information overrides the standard defaults defined using Edit Fields (page 458).

Email Address or Domain

The email address or domain of the sender. For example: jsmith@acme.com or acme.com.

Set map for unassigned emails

If checked, assigns default field values for inbound emails not covered by any other email map.

Subject Line Filter

Assigns ticket defaults when the email subject line matches the filter string. Matching is case insensitive. No wildcard processing is provided. A single *, without any other characters in the filter, means let anything through. Booleans statements are not accepted.

Associate map with

Click the Select association link to associate new tickets created using this map with a machine ID, machine group, organization, department or staff record.

Assignee
Enter the name of the VSA user assigned to new tickets created using this email map.

Fields
Specify the default field values assigned to new tickets created when an email is received by the ticketing system using this map.

Ticketing

Create
Click Create to create a new email map using the header values you have previously selected.

Delete Icon
Click the delete icon to delete this record.

Edit icon
Click the edit icon next to a machine ID to automatically set header parameters to those matching the selected machine ID.

462

Chapter 12

Time Tracking
In This Chapter
Time Tracking Overview Configuring Time Tracking My Timesheets Approve Timesheets Timesheet Summary Application Logging Timesheet History (Summary) Timesheet History (Details) Timers Settings Periods Administrative Tasks Approval Patterns 465 465 467 469 470 470 471 471 472 476 477 477 478

463

Time Tracking

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

464

Time Tracking Overview

Time Tracking enables users to record how they use their time, both inside and outside of the Kaseya application. Timesheets are the main records used to track users' time. Time entries within a timesheet integrate with other functions in the VSA, depending on their work type: administrative tasks, work orders, service desk tickets, or project tasks. You can also export timesheets for billing purposes outside of the VSA. Timers provide an easy way of creating time entries. Users can start and stop one or more timers (page 472) and generate time entries for the elapsed times. Timers don't have to turn off when you log out of the VSA. You can log back in several hours later and apply the elapsed time then, up to a maximum of 24 hours. My Timesheets - Your own timesheets are accessed using Time Tracking > My Timesheets (page 467). Approved Timesheets - Timesheets are approved using Time Tracking > Approve Timesheets (page 469). Approved timesheets can be unapproved using Timesheet Summary (page 470). Time Tracking Reports - See the Timesheet Summary (page 179) and Timesheet Entries (page 180) reports in InfoCenter > Reports.
Note: See Time Tracking (page 463) configuration options.

Functions

Description

My Timesheets (page 467) Tracks your time using timesheets. Timesheets can be saved, submitted for approval or exported to Excel spreadsheet. Approve Timesheets (page Approves, rejects or voids submitted timesheets. 469) Timesheet Summary (page Provides a summary of the status of all timesheet periods. 470) Timers (page 472) Periods (page 477) Records elapsed time and applies it to timesheets and other work type records. Creates a series of time periods.

Administrative Tasks (page Defines tasks representing recurring operational activities, 477) unassociated with specific projects. Approval Patterns (page 478) Defines one-step or two-step approvals patterns. Two types of approvers can approve a timesheet:

Configuring Time Tracking

Configuring Timesheets and Automatic Approvals
Disable Use the Timesheet feature for time entry approval using Time Tracking > Settings (page 476). Create and activate a series of time periods using Periods (page 477). A time period must be active to display a timesheet for that period in My Timesheets.

Time Tracking Activate or close individual time periods using Time Tracking > Timesheet Summary (page 470). You can also use this page to review all timesheets by period and by their status: pending, submitted, approved, or voided. Link VSA user records to staff records within an organization using System > Orgs/Groups/Depts/Staff > Manage > Staff (page 418). This is done automatically when a new VSA user is created.

Manually Approving Timesheets

To approve timesheets manually using one or two approvers, the following configuration steps are required: Enable Use the Timesheet feature for time entry approval using Time Tracking > Settings (page 476). Define and activate at least one approval pattern using Time Tracking > Approval Patterns (page 478). Link VSA user records to staff records within an organization using System > Orgs/Groups/Depts/Staff > Manage > Staff (page 418). This applies to both VSA users being approved and VSA users acting as approvers. Using this same tab: Link staff records whose timesheets require approval to an activated approval pattern using System > Orgs/Groups/Depts/Staff > Manage > Staff (page 418). Ensure the staff record being approved is assigned the supervisor acting as the approver. If the approval pattern specifies two approvers, ensure the supervisor acting as the first approver is assigned the supervisor acting as the second approver.
Note: Approvers can only approve timesheets in their own organization. Approvers can be in different scopes and roles from the users submitting timesheets to them.

Using this same page you can optionally enable a staff member, by exception, with the ability to approve any timesheet in his or her organization. This ensures all timesheets can be approved in a timely manner, if other approvers are temporarily unavailable.
Note: Timesheets are auto-approved if a staff record does not specify an approval pattern and a supervisor.

Once timesheet approvals are configured, submitted timesheets display in the approver's Time Tracking > Approve Timesheets (page 469) page after timesheets are submitted to them. The approver can approve, reject or void the submitted timesheet. Approved timesheets can be unapproved using Timesheet Summary (page 470).

Configuring Timers
Ensure Show Session Timer is enabled by user role, using System > User Roles > Access Rights (page 409). Enable Timer Sessions using Time Tracking > Settings (page 476). Check Show session timers at the header. Optionally check Allow multiple session timers running at the same time.
Note: Timers can be used to create time entries even if Show Timesheets is disabled.

Link VSA user records to staff members records within an organization using System > Orgs/Groups/Depts/Staff > Manage > Staff (page 418).
Note: VSA user logons are typically associated with staff member records in the myOrg (page 606) organization.

466

My Timesheets
Time Tracking > My Timesheets The TimeSheets page enables you to track your time using timesheets. Each timesheet represents a different time period. Timesheets can be saved, submitted for approval (page 469) or exported to Excel spreadsheet. Time entries can be created manually, or you can use timers (page 472) to record elapsed time and apply that time to your current spreadsheet.
Note: Only timesheets for the current date and earlier display in My Timesheets (page 467) and Approve Timesheets (page 469). Note: See Time Tracking (page 463) configuration options.

Work Types
Work types determine how time entries are integrated with other functions in the VSA. The work type options displayed in your VSA depend on the modules installed. Admin Tasks - A recurring operational activity not associated with any project. Work Orders - Only displays if the Service Billing is installed. Service Desk Tickets - Only displays if Service Desk 1.3 or later is installed.

Actions
Period - Selects a timesheet period to display. Add Entry - Creates a timesheet entry in the displayed timesheet. Creating an Administrator Task Timesheet Entry (page 468) Creating a Customer / Work Order Timesheet Entry (page 468) Creating a Service Desk Ticket Timesheet Entry (page 468) Change Work Type - Edits a selected entry in the displayed timesheet. Save - Saves the displayed timesheet. Submit - Submits a displayed timesheet for approval. Submitted timesheets cannot be edited. Timesheets cannot be submitted before the end of the period. Export to Excel - Exports an unsubmitted timesheet.

Columns
This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18). In addition you can select a column heading to group by.

Entering Time
For any activity row that already exists, select a cell and enter the number of hours.

Editing Timesheet Entries - For Admin Tasks Only

Select a cell and click Change Work Type to display the Change Timesheet Entry window. Enter the following attributes for Admin Tasks, a recurring operational activity not associated with any project. Task Name - Select the task that best describes the time you are recording. Tasks display in the Ref 1 column on this page. Reference - Create a filterable, sortable reference to this task in table views and reports. References display in the Ref 2 column on this page. Billable - If checked, this time entry is billable.

Time Tracking

Creating an Administrator Task Timesheet Entry

Create an Admin Task timesheet entry to track time for recurring operational activities (page 477) unassociated with specific projects or with Service Billing or with Service Desk. 1. Select a timesheet using Time Tracking > My Timesheets. 2. Add a new entry to the timesheet by clicking Add Entry. The New Timesheet Entry dialog displays. 3. Enter a date and time for the timesheet entry. 4. Select the Admin Task work type option. 5. Select the Task Name that best describes the time you are recording. Tasks display in the Ref 1 column of the timesheet. 6. Reference - Enter a free-form reference. Example: Customer PO number. References display in the Ref 2 column of the timesheet. 7. Optionally add a Note. 8. Click Save to close this dialog. The new entry displays in the timesheet. 9. Click Save to save your changes to the timesheet.

Creating a Customer / Work Order Timesheet Entry

Create a Customer / Work Order timesheet entry to direct the time entered to Service Billing. Service Billing time entries can be billed to the customer. 1. Select a timesheet using Time Tracking > My Timesheets. 2. Add a new entry to the timesheet by clicking Add Entry. The New Timesheet Entry dialog displays. 3. Enter a date and time for the timesheet entry. 4. Select the Customer / Work Order work type option. 5. Select a Customer. The customer displays in the Ref 1 column of the timesheet. 6. Select the Work Order. The work order displays in the Ref 2 column of the timesheet. 7. Select the Task Name. The Task Name is the work order item you want to enter entry detail for. 8. Optionally add a Note. 9. Optionally check the Show Note on Invoice checkbox. 10.Classify this entry by Activity Type. The activity type displays in the Activity column of the timesheet. 11.Ensure the Billable checkbox is checked if you want to bill for this activity. 12.Click Save to close this dialog. The new entry displays in the timesheet. 13.Click Save to save your changes to the timesheet. 14.The entry you created will be eligible for billing once the timesheet is submitted and approved.

Creating a Service Desk Ticket Timesheet Entry

Create a Service Desk Ticket timesheet entry to add the time to the entire Service Desk ticket. You can optionally link the ticket to Service Billing records or to a task, if either one of these features is enabled. Time entered displays as a note in the ticket. 1. Select a timesheet using Time Tracking > My Timesheets. 2. Add a new entry to the timesheet by clicking Add Entry. The New Timesheet Entry dialog displays. 3. Enter a date and time for the timesheet entry. 4. Select the Service Desk Ticket work type (page 613) option. 5. Select the Service Desk definition. 6. Optionally select a Status Filter to limit the list of tickets displayed in the Ticket drop-down list.display. 7. Select either: 468

 Show All Tickets Show My Tickets 8. Select a Ticket. 9. The following fields display only if the Service Billing is installed and integrated with Service Desk. See Creating Billing Entries using Service Desk. Work Order - Display only. Displays only if a work order is associated with the ticket on the General tab of the ticket editor. Work Order Item - The work order line to associate with the hours worked. Displays only if a work order is associated with the ticket on the General tab of the ticket editor. Activity Type - Labor entries are grouped by activity type to analyze the cost and revenue of labor. The classification of activity types typically reflects the accounting requirements of a company. Labor entries are classified by both activity type and resource type. Not editable if a detailed work order is selected. Resource Type - A resource type specifies a skill, material or cost and sets a default rate for a billable labor item or entry. Typically a resource type represents a skill performed by a staff member. A billing rate and standard cost is defined for each skill required to perform the service. The rate can be overridden when selected. Because the labor performed to deliver a service sometimes requires incidental charges for materials and costs, resource types can also be classified as either material or cost. For example, extra cabling or overnight shipping might be included as additional, billable labor entries, because they are required to deliver the service of installing a server. The classification of resource types typically reflects the production requirements of a company. Labor entries are classified by both resource type and by activity type. Not editable if a detailed work order is selected. Rate - The default billing rate for the selected resource type. Display only. Override Rate - A manually entered rate that overrides the default billing rate for a selected resource type. Does not display if a detailed work order is selected. Show Note on Invoice - If checked, the note is displayed on the printed invoice. 10.Select a Task. This field only displays if Tasks are enabled for the service desk. 11.Optionally add a Note. 12.Optionally make the note a Hidden Note in the ticket. 13.Billable - If checked, the entry is billable. If Service Billing is not installed, the Billable checkbox is for reference purposes only. If Service Billing is installed the entry is forwarded to Service Billing. If timesheets require approval, the timesheet containing this entry must be approved before the entry is forwarded to Service Billing. 14.Click Save to close this dialog. The new entry displays in the timesheet. 15.Click Save to save your changes to the timesheet.

Approve Timesheets
Time Tracking > Approve Timesheets The Approve Timesheets page approves timesheets submitted by VSA users to them using My Timesheets (page 467). Approvers can approve, reject or void a timesheet. Clicking the hyperlink underneath a name in the Staff column displays the details of that timesheet.
Note: Only timesheets for the current date and earlier display in My Timesheets (page 467) and Approve Timesheets (page 469). Note: See Time Tracking (page 463) configuration options.

Time Tracking

Actions
Approve - Approves selected timesheets. Approved timesheets can be unapproved using Timesheet Summary (page 470).
Note: If timesheets require approval, a time entry is not forwarded to Service Billing until the timesheet is approved.

Reject - Rejects selected timesheets, returning them for correction to their timesheet submitters in My Timesheets. Void - Prevents selected timesheets and their time entries from being processed any further throughout the system.

Timesheet Summary
Time Tracking > Timesheet Summary The Timesheet Summary page provides a summary of the status of all timesheet periods. Activating a timesheet period enables all VSA users to access that timesheet period in Time Tracking > My Timesheets (page 467) and Time Tracking > Approve Timesheets (page 469).

Unapproving Timesheets
A timesheet approval can be unapproved if an invoice has not been generated in Service Billing. If there no Service Billing item is in the timesheet, unapproving timesheets is allowed. You must click a link in the Approved cell of the Timesheet Summary (page 470) page to access the Unapprove Timesheet button.

Actions
Close Period - Close a selected timesheet period, preventing further changes to timesheets in that period. Activate Period - Activate a selected timesheet period, enabling changes to timesheets in that period.

Column Headings
Clicking any number in one of the cells of the table grid displays a secondary window listing the status of each timesheet in that state and time period. Period - The date range of a timesheet period. Status - Indicates the timesheet period is either Active or Closed. Pending - The number of timesheets being updated by users in this period, before being submitted. Submitted - The number of timesheets submitted in this period, before being approved. Approved - The number of timesheets approved in this period. Click a linked cell in this column to access the Unapprove Timesheet button. Voided - The number of timesheets voided in this period.

Application Logging
Time Tracking > Application Logging The Application Logging page displays a log of Time Tracking module activity by: Event ID Event Name Message

470

 Admin Event Date This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Timesheet History (Summary)

Time Tracking > Timesheet History (Summary) The Timesheet History (Summary) page provides summary of all time entries in a tabular view. The table displays a single row for each unique combination of User, Date, Work Type, Ref 1 and Ref 2. Columns of data for each time sheet entry include: Status - New, Approved, Submitted, Void User - The staff record name. Work Type - Admin Task, Work Order, Service Desk Ticket, Project Task. Ref 1 - The name of the task. Ref 2 - A free-form reference. Example: Customer PO number. Activity - A description of the time activity you are recording. Billable - If checked, this time entry is billable. Time Period - The time period of the time entry. Date - The date of the time entry Hours - The total number of hours entered for duration of the time entry. This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Timesheet History (Details)

Time Tracking > Timesheet History (Details) The Timesheet History (Details) page provides all time entries in a tabular view. Columns of data for each time sheet entry include: Status - New, Approved, Submitted, Void User - The staff record name. Work Type - Admin Task, Work Order, Service Desk Ticket, Project Task. Ref 1 - The name of the task. Ref 2 - A free-form reference. Example: Customer PO number. Activity - A description of the time activity you are recording. Billable - If checked, this time entry is billable. Note - Additional text, if appropriate, describing this time entry. Time Period - The time period of the time entry. Date - The date of the time entry Hours - The duration of the time entry. This table supports selectable columns, column sorting, column filtering and flexible columns widths (page 18).

Time Tracking

Timers
A timer control panel displays in the upper right hand corner of the VSA, just below the Role/Scope Selector.

Timers enable you to record the time you take to perform a task. Then you can add the elapsed time as a timesheet entry. You can run multiple timers concurrently. The entries you create display in the Time Tracking > My Timesheets (page 467) page. Timers don't have to turn off when you log out of the VSA. You can log back in several hours later and apply the elapsed time then. Note: See Time Tracking (page 463) configuration options.

Adding a Timer
Timer entries can be applied using the following work types (page 613): Creating an Administrator Task Timer Entry (page 473) Creating a Customer / Work Order Timer Entry (page 473) Creating a Service Desk Ticket Timer Entry (page 474)

Working with Timers

Once a timer is added, a selected timer in the timer bar displays the color and name of the timer. When a timer is running, the Pause button displays. When a timer stops, the Play button displays. You can run multiple timers if this is enabled in Time Tracking > Settings (page 476).

Timer Action Buttons

Hovering the mouse cursor over a specific timer activates the action buttons for that timer.

The timer's color, label and elapsed time are displayed. Both the label field and the color field are editable. Click the Checkmark icon to display the Apply Time window. You can edit your time entry, including the elapsed time, and either: Apply and Remove - Apply your time entry to your timesheet and remove the timer. Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0. Ctrl+click the Checkmark icon to apply your elapsed time to your timesheet immediately, in the cell for today's date. You can edit the time entry later using Time Tracking > My Timesheets (page 467). The Reset Timer icon resets the eclipsed time back to 0. The Remove Timer icon removes the timer without applying elapsed time to your spreadsheet.

Add Time Action Buttons

Hovering the mouse cursor over the Add Timer icon timer activates the action buttons for that icon.

472

 Click New Timer to create a new time. Click Pause All to stop all timers at once. Click Delete All to remove all timers.

Creating an Administrator Task Timer Entry

Create an Admin Task timer entry to track time for recurring operational activities (page 477) unassociated with specific projects or with Service Billing or with Service Desk. 1. Click the add timer icon to add a new timer. Timers are located in the upper right hand corner of the VSA window. The New Timer dialog displays. Enter or select values for the following fields. 2. Select a unique Timer Color. You can define multiple timers concurrently so it helps to assigned them different colors. 3. Enter a Label for your timer. The label displays whenever the timer icon is selected and added as a note to any time entry you create from the timer. If blank, the timer is labeled by the work type you select. 4. If Start of Save is checked, the time starts running as soon as you save this dialog. 5. Select the Admin Task work type option. 6. Select the Task Name that best describes the time you are recording. Tasks display in the Ref 1 column of a timesheet. 7. Reference - Enter a free-form reference. Example: Customer PO number. References display in the Ref 2 column of a timesheet. 8. Optionally add a Note. 9. Click Save to close this dialog. The new timer clocks begins recording the time for this activity. 10.Complete the activity being timed by this timer. 11.Click the Checkmark icon. You can edit your time entry, including the elapsed time, and either: Apply and Remove - Apply your time entry to your timesheet and remove the timer. Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0. 12.The entry you created will be eligible for billing once the timesheet is submitted and approved.

Creating a Customer / Work Order Timer Entry

Create a Customer / Work Order timer entry to direct the time entered to Service Billing. Service Billing time entries can be billed to the customer. 1. Click the add timer icon to add a new timer. Timers are located in the upper right hand corner of the VSA window. The New Timer dialog displays. Enter or select values for the following fields. 2. Select a unique Timer Color. You can define multiple timers concurrently so it helps to assigned them different colors. 3. Enter a Label for your timer. The label displays whenever the timer icon is selected and added as a note to any time entry you create from the timer. If blank, the timer is labeled by the work type you select. 4. If Start of Save is checked, the time starts running as soon as you save this dialog. 5. Select the Customer / Work Order work type option. 6. Select a Customer, Work Order and Task Name. The Task Name is the work order item you want to enter entry detail for. 7. Optionally add a Note. 8. Optionally check the Show Note on Invoice checkbox.

Time Tracking 9. Enter a Resource type. Not editable if a detailed work order is selected. A resource type specifies a skill, material or cost and sets a default rate for a billable labor item or entry. Typically a resource type represents a skill performed by a staff member. A billing rate and standard cost is defined for each skill required to perform the service. The rate can be overridden when selected. Because the labor performed to deliver a service sometimes requires incidental charges for materials and costs, resource types can also be classified as either material or cost. For example, extra cabling or overnight shipping might be included as additional, billable labor entries, because they are required to deliver the service of installing a server. The classification of resource types typically reflects the production requirements of a company. Labor entries are classified by both resource type and by activity type. 10.Classify this entry by Activity Type. Not editable if a detailed work order is selected. Labor entries are grouped by activity type to analyze the cost and revenue of labor. The classification of activity types typically reflects the accounting requirements of a company. Labor entries are classified by both activity type and resource type. 11.The Rate is display only. The default billing rate for the selected resource type. 12.Optionally check the Override Rate checkbox to enter a New Rate. Does not display if a detailed work order is selected. 13.Ensure the Billable checkbox is checked if you want to bill for this activity. 14.Click Save to close this dialog. The new timer clocks begins recording the time for this activity. 15.Complete the activity being timed by this timer. 16.Click the Checkmark icon to display the Apply Time window. You can edit your time entry, including the elapsed time, and either: Apply and Remove - Apply your time entry to your timesheet and remove the timer. Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0. 17.The entry you created will be eligible for billing once the timesheet is submitted and approved.

Creating a Service Desk Ticket and Service Billing Timer Entry

Create a Service Desk Ticket timer entry to add the time to the entire Service Desk ticket. You can optionally link the ticket to Service Billing records or to a task, if either one of these features is enabled. Time entered displays as a note in the ticket. 1. Click the add timer icon to add a new timer. Timers are located in the upper right hand corner of the VSA window. The New Timer dialog displays. Enter or select values for the following fields. 2. Select a unique Timer Color. You can define multiple timers concurrently so it helps to assign them different colors. 3. Enter a Label for your timer. The label displays whenever the timer icon is selected and added as a note to any time entry you create from the timer. If blank, the timer is labeled by the work type you select. 4. If Start of Save is checked, the time starts running as soon as you save this dialog. 5. Select the Service Desk Ticket work type (page 613) option. 6. Select the Service Desk definition. 7. Optionally select a Status Filter to limit the list of tickets displayed in the Ticket drop-down list. 8. Select either: Show All Tickets Show My Tickets 9. Select a Ticket. 10.The following fields only display if a service desk is integrated with Service Billing. See Creating Billing Entries using Service Desk. 474

 Work Order - Display only. Displays only if a work order is associated with the ticket on the General tab of the ticket editor. Work Order Item - The work order line to associate with the hours worked. Displays only if a work order is associated with the ticket on the General tab of the ticket editor. Activity Type - Labor entries are grouped by activity type to analyze the cost and revenue of labor. The classification of activity types typically reflects the accounting requirements of a company. Labor entries are classified by both activity type and resource type. Not editable if a detailed work order is selected. Resource Type - A resource type specifies a skill, material or cost and sets a default rate for a billable labor item or entry. Typically a resource type represents a skill performed by a staff member. A billing rate and standard cost is defined for each skill required to perform the service. The rate can be overridden when selected. Because the labor performed to deliver a service sometimes requires incidental charges for materials and costs, resource types can also be classified as either material or cost. For example, extra cabling or overnight shipping might be included as additional, billable labor entries, because they are required to deliver the service of installing a server. The classification of resource types typically reflects the production requirements of a company. Labor entries are classified by both resource type and by activity type. Not editable if a detailed work order is selected. Rate - The default billing rate for the selected resource type. Display only. Override Rate - A manually entered rate that overrides the default billing rate for a selected resource type. Does not display if a detailed work order is selected. Show Note on Invoice - If checked, the note is displayed on the printed invoice. 11.Select a Task. This field only displays if Tasks are enabled for the service desk. 12.Optionally add a Note. 13.Optionally make the note a Hidden Note in the ticket. 14.Billable - If checked, the entry is billable. If Service Billing is not installed, the Billable checkbox is for reference purposes only. If Service Billing is installed the entry is forwarded to Service Billing. If timesheets require approval, the timesheet containing this entry must be approved before the entry is forwarded to Service Billing. 15.Click Save to close this dialog. The new timer clocks begins recording the time for this activity. 16.Complete the activity being timed by this timer. 17.Click the Checkmark icon to display the Apply Time window. You can edit your time entry, including the elapsed time, and either: Apply and Remove - Apply your time entry to your timesheet and remove the timer. Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0.

Creating a Service Desk Ticket or Ticket/Task Timer Entry

Create a Service Desk Ticket timer entry to add the time to either the entire Service Desk ticket or to a task within a ticket. Time entered displays as a note in the ticket. 1. Click the add timer icon to add a new timer. Timers are located in the upper right hand corner of the VSA window. The New Timer dialog displays. Enter or select values for the following fields. 2. Select a unique Timer Color. You can define multiple timers concurrently so it helps to assigned them different colors. 3. Enter a Label for your timer. The label displays whenever the timer icon is selected and added as a note to any time entry you create from the timer. If blank, the timer is labeled by the work type you select. 4. If Start of Save is checked, the time starts running as soon as you save this dialog. 5. Select the Service Desk Ticket work type option. 6. Select the Service Desk definition.

Time Tracking 7. Optionally select a Status Filter to limit the list of tickets displayed in the Ticket drop-down list. 8. Select either: Show All Tickets Show My Tickets 9. Select a Ticket. 10.Select a Task. This field only displays if the Task Functionality feature is enabled in Service Desk. 11.Optionally add a Note. 12.Optionally make the note a Hidden Note in the ticket. 13.Billable - If checked, the entry is billable. If Service Billing is not installed, the Billable checkbox is for reference purposes only. If Service Billing is installed the entry is forwarded to Service Billing. If timesheets require approval, the timesheet containing this entry must be approved before the entry is forwarded to Service Billing. 14.Click Save to close this dialog. The new timer clocks begins recording the time for this activity. 15.Complete the activity being timed by this timer. 16.Click the Checkmark icon to display the Apply Time window. You can edit your time entry, including the elapsed time, and either: Apply and Remove - Apply your time entry to your timesheet and remove the timer. Apply and Reset - Apply your time entry to your timesheet and reset the timer to 0.

Settings
Time Tracking > Settings

Time Tracking
Use the Timesheet feature for time entry approval - If checked, timesheets are manually approved using Time Tracking > Approve Timesheets (page 469). If blank, timesheets are automatically approved.
Note: Timesheets are also auto-approved if a staff record does not specify an approval pattern and a supervisor. Note: See Time Tracking (page 463) configuration options.

Billing
Submit Time Entry Data to Service Billing - Only displays if Service Billing is installed. If checked, time entries created using My Timesheets (page 467) or timers (page 472) can be passed to Service Billing and billed. If timesheets require approval, a time entry is not forwarded to Service Billing until the timesheet is approved.

Session Timers
Show session timers at the header - If checked, timers displays in the header of the VSA. Allow multiple session timers running at the same time - If Show session timers is checked, enable or disable running multiple sessions at the same time.
Note: See Time Tracking (page 463) configuration options.

476

Periods
Time Tracking > Periods The Periods page defines a series of time periods. Each Periods record specifies a start date, duration and standard calendar unit of timeweekly or monthly, for example. These values are used to create a series of time periods. Only one Periods record can be activated at any one time. Activating a Periods record enables time entries to be applied to its time periods. All generated time periods are active by default. You can use Time Tracking > Timesheet Summary (page 470) to close a time period. If timesheets and timers are enabled using Time Tracking > Settings (page 476), then these features can be used to create and maintain time entries for an active time period. Generally, this function only needs to be run once a year, to create one or two more years of timesheets.
Note: Only timesheets for the current date and earlier display in My Timesheets (page 467) and Approve Timesheets (page 469). Note: See Time Tracking (page 463) configuration options.

Actions
New - Create a periods record. Edit - Edit a selected periods record. Activate - Activate a selected periods record. Deactivate - Deactivate a selected periods record. View Periods - View the time periods of a selected periods record. Delete - Deletes a selected time period. Only periods without time entries can be deleted.

Adding or Editing a Time Period

Name - Enter a name for the periods record. Schedule - Enter a calendar period. Purpose - Billing or Timesheet. Reference only. Starting Date - The start date to begin generating time periods.
Note: The start date also determines the first day of the week when timesheets are displayed.

Creation Period - The length of time to create time periods for. No of hours per period - The typical number of work hours associated with each time period. Used for comparison with the actual hours entered.

Administrative Tasks
Time Tracking > Administrative Types The Administrative Tasks page defines tasks that represent recurring operational activities, unassociated with specific projects. Vacation, Meetings, and Travel are typical examples. This table includes a set of predefined (System) administrative tasks. When creating a time entry using a Timer (page 472) you're given the option of classifying the elapsed time as an administrative task. The Work Type (page 613) column in Time Tracking > My Timesheets (page 467) identifies these time entries as Admin Task.

Time Tracking

Actions
New - Create a new task. Edit - Edit an existing task.

Adding or Editing an Administrative Task

Name - Enter a name for the task. Desc - Enter a description for the task. Enabled - If checked, the task can be added to a timesheet. Automatically Added to Timesheets - If checked, the task is automatically added to a timesheet.

Approval Patterns
Time Tracking > Approval Patterns The Approval Patterns page defines one-step or two-step approvals patterns. Two types of approvers can approve a timesheet: The supervisor of another staff memberas specified using the Supervisor drop-down list in System >Orgs/Groups/Depts/Staff > Manage > Staff (page 418). A manager, which is the supervisor of a supervisor. Approval patterns can be created that require approval from a Supervisor, a Manager, or either. For example: Supervisor only Manager only Supervisor or Manager - A single approval by either one is required to approve a timesheet.
Note: The staff records of both approvers and those being approved must be associated with their own VSA user logons. Note: See Time Tracking (page 463) configuration options.

Actions
New - Create a new approval pattern. Edit - Edit an existing approval pattern. Activate - Activate an approval pattern. Deactivate - Deactivate an approval pattern. Deactivating an approval pattern clears that approval pattern from all staff records that are using it. All subsequent timesheets submitted by those staff members are auto-approved until a new approval pattern is assigned to their staff records.

Adding or Editing an Approval Pattern

Pattern Name - Enter the name of the approval pattern. First Approver - Supervisor or Manager. Second Approver - Supervisor or Manager or leave blank.

478

Chapter 13

Database Views
In This Chapter
Database Views Excel Usage Crystal Reporting Usage Views Provided fnMissingPatchCounts_UsePolicy / fnMissingPatchCounts_NoPolicy fnOSCounts vAddRemoveList vAdminNotesLog vAgentConfiguration vAgentLabel vAlertLog vBackupLog vBaseApplicationInfo / vCurrApplicationInfo vBaseCpuInfo / vCurrCpuInfo vBaseDiskInfo / vCurrDiskInfo vBaseDriveManufacturer / vCurrDriveManufacturer vBasePciInfo / vCurrPciInfo vBasePrinterInfo / vCurrPrinterInfo vCollectionMember vConfigLog vkadComputers vkadUsers vLicenseInfo vMachine vMonitorAlarmAlert vMonitorAlarmCounter vMonitorAlarmProcess vMonitorAlarmService vMonitorAlarmSNMP vMonitorAlarmSystemCheck vNetStatsLog 482 482 483 486 488 489 489 489 490 491 492 493 494 494 495 495 496 496 497 497 498 498 499 499 501 502 503 504 505 506 506

479

Database Views vNtEventLog vOnBoardDeviceInfo vPatchApprovalStatus vPatchConfiguration vPatchPolicy vPatchPolicyMember vPatchStatus vPortInfo vScriptLog vScriptStatus vSystemInfo vSystemInfoManual vTicketField vTicketNote vTicketSummary vUptimeHistory vvProAssetDetails 507 508 508 509 511 512 512 514 515 515 516 517 517 518 518 519 519

480

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

Database Views

Database Views
System > Database Views The system exposes a set of database views and database functions (page 486) allowing clients to directly access data within the Kaseya repository. The database functions can be thought of as parameterized views. These views can be used to bring data into a spreadsheet for analysis or to prepare reports. This document describes the views and functions and gives two example applications, Crystal Reporting (page 483) and Microsoft Excel (page 482). Kaseya does not present itself as an expert in how to use Excel or Crystal. These examples are to assist in the basics of getting started. For third party product training or other questions please contact the third party tool vendor. Finally, an appendix is provided with a field-by-field description of the contents of the views and functions. The views provided can be broken into four groups of database views (page 486). The first group provides information on all the machines being monitored. The second group provides information about the activity and current status of key parts of the system. The third group provides information on the ticketing system. The fourth group provides information on the monitoring alarms.

Accessing the Database Views

The database views are installed or updated whenever the Reapply Schema action is taken. A single database user ID, KaseyaViews is provided to access these views. 1. For security purposes, you must first create or change the password for the KaseyaViews user ID by entering the password in the System > Database Views page. 2. From that point forward, you can use external applications, such as Crystal Reports or Excel, to access the database views directly, using the KaseyaViews user ID and the password you have entered.

Excel Usage
Creating a Data Source in Windows
Microsoft Excel can access the views by setting up a data source. A data source is a core definition within Microsoft. Most Microsoft products have facilities to access data through a data source definition. Selecting the Settings option from the Start button allows the creation a data source. From the Settings option select the Control Panel. From the Control Panel next select Administrative Tools. From this menu a data source can be created. The data source should be set up as a System DSN. From this dialog, create a source using the SQL Server driver. The set-up will require the name of the database server (usually the ComputerName), the user id (KaseyaViews) and password, and the database schema name (ksubscribers).

Selecting the Data Source in Excel

Once a data source is created it can be referenced by Excel. Open a blank spreadsheet and select the Data > Get External Data > New Database Query... option. The user is prompted for the credentials to the database. Once this completes a view can be selected. A SQL query can be constructed to bring information directly into Excel at this point.

482

Crystal Reporting Usage

Crystal Reporting can be used to create client specified reports. Crystal 9 and 10 can be used to produce various output formats include PDF, Word and Excel. To set up a report the Crystal Report Wizard can be used. This process begins with the following dialog. 1. The client picks a report format. For this example standard will be used.

2. Next the data source is selected. This begins by picking an access method. ADO should be selected.

Database Views 3. Once ADO is selected the SQL Server driver can be selected. This is the correct selection to access the Kaseya database.

4. The next step is providing the credential to make connection to the database. As shown in this dialog, the Server, User Id, Password, and Database must be provided.

484

5. Once the credentials are provide all the available views are displayed. Pick one or more for the report desired.

6. After a view is selected the columns to be included can then be selected. Crystal provides a variety of ways to format this data. This document does not attempt to describe these options. The Crystal documentation should be reviewed for this information.

Database Views 7. The resulting report can be printed or emailed to the appropriate consumers of the report. The format of the report can be designated. This facility can be used to produce a PDF or a variety of other formats.

Views Provided
Machines Group
vAddRemoveList (page 489) vBaseCpuInfo (page 494) vBaseDiskInfo (page 495) vBaseDriveManufacturer (page 495) vBasePciInfo (page 496) vBasePrinterInfo (page 496) vCollectionMember (page 497) vCurrApplicationInfo (page 494) vCurrCpuInfo (page 494) vCurrDiskInfo (page 495) vCurrDriveManufacturer (page 495) vCurrPciInfo (page 496) vCurrPrinterInfo (page 496) vkadComputers (page 498) vkadUsers (page 498) vLicenseInfo (page 499) Add/remove application list returned by the latest audit. The baseline list of the CPUs in a client desktop machine. The baseline list of the disks in a client desktop machine. The baseline list of the manufacturers of the disks in a client desktop machine. The baseline list of the PCI cards in a client desktop machine. The baseline list of printers in a client desktop machine. List the collections each machine ID belongs to (if any) The current list of applications on a client desktop machine. The current list of the CPUs in a client desktop machine. The current list of the disks in a client desktop machine. The current list of the manufacturers of the disks in a client desktop machine. The current list of the PCI cards in a client desktop machine. The current list of printers in a client desktop machine. The current list of active directory harvested computers. The current list of active directory harvested users. The licenses of applications on this machine. vBaseApplicationInfo (page 494) The baseline list of applications on a client desktop machine.

486

vMachine (page 499) vOnBoardDeviceInfo (page 508) vPortInf (page 514) vSystemInfo (page 516) vSystemInfoManual (page 517) vUptimeHistory (page 519) vvProAssetDetails (page 519)

The information known about each client desktop machine. The current list of on board devices in a client desktop machine. The current list of ports in a client desktop machine. Data collected by the Audit > System Info (page 140) function. Custom fields and values added to the SystemInfo function. Data collected for the uptime history report. Use in conjunction with the getMachUptime web service. Lists information about a vPro enabled machine, including manufacturing details about the motherboard.

Activity / Status Group

fnMissingPatchCounts_UsePolicy Returns the number of patches, using the patch approval policies, for the (page 488) specified machine group. Tabular data as seen in the missing patch pie charts in the executive summary reports and the View Dashboard page under the Home tab. Only one row is returned. fnMissingPatchCounts_NoPolicy (page 488) Returns the number of patches, without using the patch approval policies, for the specified machine group. Tabular data as seen in the missing patch pie charts in the View Dashboard page under the Home tab. Only one row is returned. Returns the types of operating systems and the counts for each for the specified machine group. Tabular data as seen in the OS pie charts in the executive summary reports and the View Dashboard page under the Home tab. Returns one row for each OSType. Notes each admin enters manually for a machine or group of machines. Entries in this log never expire. Lists agent specific configuration data Logs each alert sent out via email. Multiple rows per machine. Logs all backup related events Log of all configuration changes. One entry per change. Network statistics log from the Agent. NT Event log data collected from each managed machine.

fnOSCounts (page 489)

vAdminNotesLog (page 489) vAgentConfiguration (page 490) vAgentLabel (page 491) vAlertLog (page 492) vBackupLog (page 493) vConfigLog (page 497) vNetStatsLog (page 506) vNtEventLog (page 507)

vPatchApprovalStatus (page 507) Show the approval status of a patch. There is one row for each active patch. vPatchPolicy (page 511) vPatchPolicyMember (page 512) vPatchStatus (page 512) vScriptLog (page 515) vScriptStatus (page 515) Show the approval status of a patch. There is one row for each active patch in each patch policy. Lists all patch policies to which each machine ID is a member, if any. Information on the state of all patches on a per machine basis. There is one row per patch for each machine. Log of procedure executions as viewed by the KServer. Procedure status for each client.

Ticketing Group
vTicketSummary (page 518) vTicketNote (page 518) vTicketField (page 517) Trouble ticket summary. One row per ticket. Column names are used as the names displayed in the view summary table. The notes associated with a ticket. Potentially multiple rows per ticket. The fields associated with a ticket. The standard fields, category, status and priority are always attached to a ticket. User fields added will also be included in this view.

Database Views

Monitor Alarm Group

vMonitorAlarmAlert (page 501) vMonitorAlarmCounter (page 502) vMonitorAlarmProcess (page 503) vMonitorAlarmSNMP (page 505) vMonitorAlarmSystemCheck (page 506) The current list of alarms for all alerts. The current list of alarms for all monitor counters. The current list of alarms for all monitor processes.

vMonitorAlarmService (page 504) The current list of alarms for all monitor services. The current list of alarms for all monitor SNMP Get objects. The current list of alarms for all system checks.

fnMissingPatchCounts_UsePolicy / fnMissingPatchCounts_NoPolicy
Both of these functions use the same parameters and return the same columns but each has different filtering based on patch approval policies. fnMissingPatchCounts_UsePolicy Returns the number of patches, using the patch approval policies, for the specified machine group. Tabular data as seen in the missing patch pie charts in the executive summary reports and the View Dashboard page under the Home tab. Only one row is returned. Returns the number of patches, without using the patch approval policies, for the specified machine group. Tabular data as seen in the missing patch pie charts in the View Dashboard page under the Home tab. Only one row is returned. Type varchar tinyint Purpose Machine group name; Use null or an empty string for all groups When a group name is provided in the above parameter, determines whether to filter the results for only the one specified group or for the specified group and all of its subgroups: 0 = Use specified group and all of its subgroups 1 = Skip subgroups use only the one specified group Purpose Machine group name; Returns "All Groups" when the @groupName parameter is null or an empty string YES when @skipSubGroups = 0 and for "All Groups" NO when @skipSubGroups = 1 Count of fully patched machines in the group specified by the parameters Count of machines missing 1-2 patches in the group specified by the parameters Count of machines missing 3-5 patches in the group specified by the parameters Count of machines missing 5 or more patches in the group specified by the parameters Count of unscanned machines in the group specified by the parameters Count of machines for which patching is not supported in the group

fnMissingPatchCounts_NoPolicy

Parameter @groupName @skipSubGroups

Column GroupName WithSubgroups FullyPatched Missing12 Missing35 MissingMore5 Unscanned Unsupported

Type varchar varchar int int int int int int

488

specified by the parameters

fnOSCounts
fnOSCounts Returns the types of operating systems and the counts for each for the specified machine group. Tabular data as seen in the OS pie charts in the executive summary reports and the View Dashboard page under the Home tab. Returns one row for each OSType. Type varchar tinyint Purpose Machine group name; Use null or an empty string for all groups When a group name is provided in the above parameter, determines whether to filter the results for only the one specified group or for the specified group and all of its subgroups: 0 = Use specified group and all of its subgroups 1 = Skip subgroups use only the one specified group Purpose Operating system type such as "Win XP", Win Vista", and "Mac OS X" Count of operating system type in the group specified by the parameters

Parameter @groupName @skipSubGroups

Column OSType OSCount

Type varchar int

vAddRemoveList
vAddRemoveList Column Name Machine_GroupID agentGuid machName groupName applicationName add/remove application list returned by the latest audit Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(260) App name from the add/remove programs list , null

vAdminNotesLog
vAdminNotesLog Column Name Notes each admin enters manually for a machine or group of machines. Entries in this log never expire. Type Purpose

Database Views
Machine_GroupID agentGuid AdminLogin EventTime varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Admin logon name. (note: no not name this col adminName) , not null datetime(3), not null varchar(200 0), not null Time stamp string representing the time the action took place. Default is CURRENT_TIMESTAMP so nothing needs to be entered here. description of the action

NoteDesc

vAgentConfiguration
vAgentConfiguration Column Name Machine_GroupID agentGuid machName groupName firstCheckin lastCheckin currentUser lastLoginName workgroupDomainType Logs each alert sent out via email. Multiple rows per machine Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), not null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null datetime(3), null timestamp recording the first time this agent checked into the system timestamp recording the most recent time this agent checked into the system

varchar(100) login name of the currently logged in user. Blank if no one logged in , null at this time varchar(100) login name of the last user to log into this system , not null tinyint(3), not 0 (or Null) = unknown null 1 = not joined to either 2 = member of workgroup 3 = member of domain 4 = domain controller nvarchar(32) The name of the workgroup or domain , null datetime(3), null int(10), null timestamp when this system was last rebooted version number of agent installed on this system

workgroupDomainName lastReboot agentVersion contactName contactEmail contactPhone

varchar(100) User contact name assigned to this agent , null varchar(100) User email address assigned to this agent , null varchar(100) Contact phone number assigned to this agent

490

, null contactNotes enableTickets enableRemoteControl enableChat loginName credentialName primaryKServer secondaryKServer quickCheckinSecs agentTempDir varchar(100 0), null int(10), not null int(10), not null int(10), not null Notes associated with the contact information for this agent 0 if this user does not have access to ticketing through the user interface 0 if this user does not have access to remote control through the user interface 0 if this user does not have access to chat through the user interface

varchar(100) Login Name assigned to this user (if any) to access the system user , not null portal interface. varchar(100) The username of the credential set for this agent (if any) , not null varchar(111) address:port agent connects to for its primary kserver connection , null varchar(111) address:port agent connects to for its secondary kserver connection , null int(10), null interval in seconds between quick checkins

varchar(200) The working directory used by the agent on this system , null

vAgentLabel
vAgentLabel Column Name displayName Machine_GroupID agentGuid agentGuidStr Identifies the status of agents. Used for display purposes. Type Purpose varchar(201) The name of the machine ID.group name. , null varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), not null varchar(26), null int(10), null A globally unique identifier for a machine ID.group ID account and its corresponding agent. A string version of agentGuid. Some languages convert the large number numeric to exponential notation. This string conversion prevents that. 0 -> offline 1 -> online 2 -> online and user has not used the mouse or keyboard for 10 minutes or more. 198 -> account suspended 199 -> agent never checked in (template account) Applies when online is either 0 or 2.

online

transitionTime

datetime(3), null

When online is 0, the time at which the Agent last checked in. When online is 2, the time when the machine was deemed idle (10 minutes after the last mouse or keyboard entry).
The timezone offset for the agent as compared to universal time.

timezoneOffset

int(10), null

Database Views
currentLogin toolTipNotes showToolTip agntTyp varchar(100) The login name of the current user. , null varchar(100 0), not null The tooltip text displayed for a machine ID.

tinyint(3), not 0 -> Do not show machine ID tool tips. null 1 -> Do show tool machine ID tool tips. int(10), not null 0 -> windows agent 4 -> mac agent 5 -> linux agent

vAlertLog
vAlertLog Column Name Machine_GroupID agentGuid machName groupName EventTime AlertEmail AlertType Logs each alert sent out via email. Multiple rows per machine Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null varchar(100 0), null int(10), null time stamp when the event was recorded email address to send the alert to Alerts are one of several monitor types (page 606). 1 - Admin account disabled 2 - Get File change alert 3 - New Agent checked in for the first time 4 - Application has been installed or deleted 5 - Agent Procedure failure detected 6 - NT Event Log error detected 7 - KServer stopped 8 - Protection violation detected. 9 - PCI configuration has been changed 10 - Disk drive configuration change 11 - RAM size changed. 12 - Test email sent by serverInfo.asp 13 - Scheduled report completed 14 - LAN Watch alert type 15 - agent offline 16 - low on disk space 17 - disabled remote control 18 - agent online 19 - new patch found 20 - patch path missing 21 - patch install failed 23 - Backup Alert

EmailSubject

varchar(500) Email subject line , null

492

EmailBody

varchar(400 0), null

Email body

vBackupLog
vBackupLog Column Name Machine_GroupID agentGuid machName groupName EventTime description durationSec statusType Logs each alert sent out via email. Multiple rows per machine Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null varchar(100 0), null int(10), null int(10), null time stamp when the event was recorded description of the reported task number of seconds the reported task took to complete 0: full volume backup 1: offsite replication (obsolete) 2: incremental volume backup 3: offsite replication suspended (obsolete) 4: offsite replication skipped because backup failed (obsolete) 5: folder full backup 6: offsite folder suspended (obsolete) 7: differential volume backup 8: folder incremental backup 9: folder differential backup 10: volume verification 11: folder verification 12: volume backup skipped because machine offline 13: folder backup skipped because machine offline 14: Informational 15: Diff or Inc ran as full vol when last full vol not found 16: Diff or Inc ran as full folder when last full folder not found 17: volume backup cancelled 18: folder backup cancelled 19: volume image conversion (in KBU 3.0) 20: volume synthetic full backup (in KBU 3.0) 21: folder synthetic full backup (in KBU 3.0) 0: failure 1: success 2: archive incomplete

result

int(10), null

imageSize

float(53), not The size of the backup. null

Database Views

vBaseApplicationInfo / vCurrApplicationInfo
vBaseApplicationInfo vCurrApplicationInfo Column Name Machine_GroupID agentGuid machName groupName ProductName ProductVersion ApplicationName manufacturer ApplicationDesc LastModifiedDate ApplicationSize DirectoryPath audit results for installed applications. One entry per installed application found in the registry key HKEY_LOCAL_MACHINE\Software\Microsoft\ Windows\CurrentVersion\App Paths. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(128) Product name (e.g. Microsoft Office 2000) , null varchar(50), null Version (e.g. 9.0.3822)

varchar(128) Application name (e.g. Winword.exe) , null varchar(128) Manufacturers name (e.g. Microsoft Corporation) , null varchar(512) Description (e.g. Microsoft Word for Windows) , null varchar(50), null int(10), null File date (e.g. 02/24/2000 17:23:44) File size in bytes (e.g. 8810548)

varchar(256) Directory path on client desktop (e.g. , null C:\PROGRA~1\MICROS~4\OFFICE)

vBaseCpuInfo / vCurrCpuInfo
vBaseCpuInfo vCurrCpuInfo Column Name Machine_GroupID agentGuid machName groupName CpuDesc audit results for the CPU in a client desktop machine. One entry per audit of a client desktop. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(80), null CPU description (e.g. Pentium III Model 8)

494

CpuSpeed CpuCount TotalRam

int(10), null int(10), null int(10), null

CPU speed in MHz (e.g. 601) Number of processors (e.g. 1) Amount of RAM in MBytes (e.g. 250)

vBaseDiskInfo / vCurrDiskInfo
vBaseDiskInfo vCurrDiskInfo Column Name Machine_GroupID agentGuid machName groupName DriveLetter TotalSpace UsedSpace FreeSpace DriveType VolumeName FormatType audit results for the logical disks found in a client desktop machine. One entry per logical disk from an audit of a client desktop. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) Logical disk drive letter (e.g. C) , null int(10), null int(10), null int(10), null varchar(40), null Total MBytes on the disk (e.g. 28609 for 28.609 GB) May be null if unavailable. Number of MBytes used (e.g. 21406 for 21.406 GB). May be null if unavailable. Number of MBytes free (e.g. 21406 for 21.406 GB). May be null if unavailable. Fixed = hard diskRemovable = floppy or other removable mediaCDROMNetwork = mapped network drive

varchar(100) Name assigned to the volume , null varchar(16), null NTFS, FAT32, CDFS, etc.

vBaseDriveManufacturer / vCurrDriveManufacturer
vBaseDriveManufacturer vCurrDriveManufacturer Column Name Machine_GroupID agentGuid Hardware audit results for the IDE & SCSI drives manufacturer and product info found in a client desktop machine. One entry per drive from an audit of a client desktop. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

Database Views
DriveManufacturer DriveProductName DriveProductRevision DriveType varchar(100) Manufacturer name (data currently has 8 characters max) , null varchar(100) Product identification (data currently has 16 characters max) , null varchar(40), null varchar(9), not null Product revision (data currently has 4 characters max) Type of disk drive found

vBasePciInfo / vCurrPciInfo
vBasePciInfo vCurrPciInfo Column Name Machine_GroupID agentGuid machName groupName VendorName ProductName ProductRevision PciBaseClass PciSubClass PciBusNumber PciSlotNumber Hardware audit results for the PCI cards manufacturer and product info found in a client desktop machine. One entry per PCI card from an audit of a client desktop. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(200) PCI Vendor Name , null varchar(200) PCI Product Name , null int(10), null int(10), null int(10), null int(10), null int(10), null Product revision PCI base class number PCI subclass number PCI bus number PCI slot number

vBasePrinterInfo / vCurrPrinterInfo
vBasePrinterInfo vCurrPrinterInfo Printer audit results for the printers found for the current user logged on to a client desktop machine. One entry per printer from an audit of a client desktop. If no user is logged in, then Agent audits the printers for the system account, typically user. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

Column Name Machine_GroupID agentGuid machName

varchar(100) Machine Name used for each agent

496

, null groupName PrinterName PortName PrinterModel varchar(100) Group Name used for each agent , null varchar(100) Name given to the printer. Same as shown in the Control Panels , null printer configuration window. varchar(100) Name of the port to which the printer is attached. Same as shown , null in the Control Panels printer configuration window. varchar(100) Model name is the driver name retrieved from the printer , null information.

vCollectionMember
vCollectionMember Column Name Machine_GroupID agentGuid machName groupName collectionName Lists all collections each machine ID is a member of (if any). Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), not null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) Collection Name , not null

vConfigLog
vConfigLog Column Name Machine_GroupID agentGuid machName groupName EventTime Log of all configuration changes. One entry per change. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null Time stamp string representing the time the change was entered. (note: timestamp type was picked to force times into the database as year- month-day-hr-min-sec all in numeric format independent of the format sent in the SQL command. This allows records to be easily sorted by time during retrieval.) Description of the change

ConfigDesc

varchar(100 0), null

Database Views

vkadComputers
vkadComputers Column Name Name CanonicalName DomainName DistinguishedName OperatingSystem Contains active directory harvested computers Type nvarchar(255), not null nvarchar(255), not null nvarchar(255), null nvarchar(2048), null nvarchar(30), null Purpose AD Computer name Canonical name Domain name AD distinguished name Operating System Operating System version Last time machine was rebooted Last time machine was shutdown Dns host name When the machine was made member of AD When the machine AD properties/role was updated

OperatingSystemVersio nvarchar(20), null n LastLogon LastLogoff DNSHostName WhenCreated WhenChanged datetime(3), null datetime(3), null nvarchar(255), null datetime(3), null datetime(3), null

vkadUsers
vkadUsers Column Name logonName CanonicalName DomainName DistinguishedName mail phone givenName sirName LastLogon LastLogoff SAMAccountName Description WhenCreated WhenChanged PwdLastSet Contains active directory harvested users. Type nvarchar(255), not null nvarchar(255), not null nvarchar(255), null nvarchar(2048), null varchar(200), null varchar(100), null nvarchar(50), null nvarchar(50), null datetime(3), null datetime(3), null nvarchar(255), null nvarchar(300), null datetime(3), null datetime(3), null datetime(3), null Purpose AD User name Canonical name Domain name AD distinguished name User email address User phone number User first name User last name Last time user logged on Last time user logged off sAMAccount name (pre Win-2K account logon name) User account description When the user was made member of AD When the user AD properties was updated When the user password was last set.

498

vLicenseInfo
vLicenseInfo Column Name Machine_GroupID agentGuid machName groupName Publisher ProductName LicenseCode ProductKey LicenseVersion InstallDate License information collected during audit. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) software publisher (usually in the Publisher reg value) , null varchar(100) Software title (usually in DisplayName value but may be the reg key , null title) varchar(100) License code (usually in the ProductID value) , null varchar(100) Product key , null varchar(100) version string returned by the scanner (if any) , null varchar(100) install date string returned by the scanner (if any) , null

vMachine
vMachine Column Name Machine_GroupID agentGuid machName groupName Manufacturer ProductName MachineVersion SysSerialNumber ChassisSerialNumber The information known about each client desktop machine. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26,0 A globally unique identifier for a machine ID.group ID account and its ), not null corresponding agent. varchar(100) full machine name. Everything to the left of the left most decimal , null point is the machine name. varchar(100) full group name for this account. Everything to the right of the left , null most decimal point is the group name. varchar(100) Manufacturer string (type 1) , null varchar(100) Product Name string (type 1) , null varchar(100) Version string (type 1) , null varchar(100) Serial Number string (type 1) , null varchar(100) Chassis Serial Number (type 3) , null

Database Views
ChassisAssetTag BusSpeed MaxMemorySize varchar(100) Chassis Asset Tag number (type 3) , null varchar(100) External Bus Speed (in MHz) (type 4) , null varchar(100) Maximum Memory Module Size (in MB) (type 16 - Maximum , null Capacity or if type 16 not available, Maximum Memory Module Size type 5) varchar(100) Number of Associated Memory Slots (Number of Memory Devices in , null type 16 or if type 16 not available Number of Associated Memory Slots in type 5) varchar(100) Chassis Manufacturer (type 3) , null varchar(100) Chassis Type (type 3) , null varchar(100) Chassis Ver (type 3) , null varchar(100) Motherboard Manufacturer (type 2) , null varchar(100) Motherboard Product Code (type 2) , null varchar(100) Motherboard Version (type 2) , null varchar(100) Motherboard Serial Number (type 2) , null varchar(80), null varchar(20), null varchar(20), null varchar(20), null varchar(20), null varchar(20), null varchar(20), null varchar(20), null int(10), null Name of the Computer IP Address of the computer in a.b.c.d notation Subnet mask in a.b.c.d notation. String is empty if data is unavailable Default gateway IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #1s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #2s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #3s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #4s IP address in a.b.c.d notation. String is empty if data is unavailable. 0 -> Data is unavailable 1 -> DHCP on client computer is enabled 2 -> Disabled DHCP servers IP address in a.b.c.d notation. String is empty if data is unavailable. 0 -> Data is unavailable 1 -> WINS resolution on client computer is enabled 2 -> Disabled Primary WINS servers IP address in a.b.c.d notation. String is empty if unavailable.

MaxMemorySlots

ChassisManufacturer ChassisType ChassisVersion MotherboardManufacturer MotherboardProductCode MotherboardVersion MotherboardSerialNumber ComputerName IpAddress SubnetMask DefaultGateway DnsServer1 DnsServer2 DnsServer3 DnsServer4 DhcpEnabled

DhcpServer WinsEnabled

varchar(20), null int(10), null

PrimaryWinsServer

varchar(20), null

500

SecondaryWinsServer ConnectionGatewayIp

varchar(20), null varchar(20), null

Secondary WINS servers IP address in a.b.c.d notation. String is empty if unavailable. IP Address in a.b.c.d notation obtained by the Kserver as the source address of the Agent. This IP is the Agents network gateway and will be different from the IpAddress if the computer is behind NAT for example. String is empty if unavailable. The ipv6 address. Null, if no address is provided.

ipv6Address

varchar(40), null varchar(8), null

OsType

String contains OS type, such as NT4, 2000, NT3.51, or WIN32s. Derived from portions of MajorVersion, MinorVersion, and PlatformId.

OsInfo MajorVersion MinorVersion

varchar(150) String contains additional OS info, such as Build 1381 Service Pack , null 3. Derived from portions of BuildNumber and CsdVersion. int(10), null int(10), null Major version number from GetVersionEx() Windows function call. Minor version number from GetVersionEx() Windows function call.If PlatformId is Win32 for Windows, then a 0 MinorVersion indicates Windows 95. If PlatformId is Win32 for Windows, then then a MinorVersion > 0 indicates Windows 98. String containing the physical address, i.e. the Media Access Control address, of the connection. A MAC address has the form of: 00-03- 47-12-65-77

MacAddr

varchar(40), null

LoginName

varchar(100) User name of the currently logged on user. This value is updated , null with every quick check in. The agent error log file is updated with each change. int(10), not null varchar(40), not null The timezone offset for the agent as compared to universal time. The unique portion of the path to the K2 (v6.0.0.0 and above) agent directory and to the service name as KA+vMachine.agentInstGuid.

timezoneOffset agentInstGuid

vMonitorAlarmAlert
vMonitorAlarmAlert Column Name Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType Listing of all alarms created by monitor alerts. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 4 -> Monitor alert null

Database Views
EventLogType int(10), null Only applies to AlertType=6 (NT Event Log) 0 -> Application Event Log 1 -> System Event Log 2 -> Security Event Log 0 -> Alarm 1 -> Trending Alerts are one of several monitor types (page 606). 1 - Admin account disabled 2 - Get File change alert 3 - New Agent checked in for the first time 4 - Application has been installed or deleted 5 - Agent Procedure failure detected 6 - NT Event Log error detected 7 - KServer stopped 8 - Protection violation detected. 9 - PCI configuration has been changed 10 - Disk drive configuration change 11 - RAM size changed. 12 - Test email sent by serverInfo.asp 13 - Scheduled report completed 14 - LAN Watch alert type 15 - agent offline 16 - low on disk space 17 - disabled remote control 18 - agent online 19 - new patch found 20 - patch path missing 21 - patch install failed 23 - Backup Alert Message created from alarm, email message body

AlarmType AlertType

smallint(5), null int(10), not null

Message AlarmSubject AlarmEmail EventTime TicketID AdminName

varchar(300 0), null

varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

varchar(100) User who assigned monitor alert to machine , null

vMonitorAlarmCounter
vMonitorAlarmCounter Column Name Machine_GroupID agentGuid Listing of all alarms created by monitor counters. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

502

MachineName GroupName MonitorAlarmID MonitorType MonitorName AlarmType Message AlarmSubject AlarmEmail EventTime TicketID LogValue AdminName

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 0 -> Monitor Counter null varchar(100) Name of monitor counter object , not null smallint(5), null varchar(300 0), null 0 -> Alarm 1 -> Trending Message created from alarm, email message body

varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

float(53), null Value causing alarm varchar(100) User who assigned monitor counter to machine , null

vMonitorAlarmProcess
vMonitorAlarmProcess Column Name Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType MonitorName AlarmType Message Listing of all alarms created by monitor processes. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 2 -> Monitor Process null varchar(100) Name of monitor process object , not null smallint(5), null varchar(300 0 -> Alarm 1 -> Trending Message created from alarm, email message body

Database Views
0), null AlarmSubject AlarmEmail EventTime TicketID LogValue AdminName varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

float(53), null Value causing alarm, below are process values: varchar(100) 0 -> Stopped , null 1 -> Running

vMonitorAlarmService
vMonitorAlarmService Column Name Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType MonitorName AlarmType Message AlarmSubject AlarmEmail EventTime TicketID LogValue Listing of all of the alarms created by monitor services. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 0 -> Monitor Service null varchar(100) Name of monitor service object , not null smallint(5), null varchar(300 0), null 0 -> Alarm 1 -> Trending Message created from alarm, email message body

varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

float(53), null Value causing alarm, below are service values: -1 -> Does not exist 0 -> Reserved 1 -> Stopped

504

2 3 4 5 6 7 AdminName

-> Start Pending -> Stop Pending -> Running -> Continue Pending -> Pause Pending -> Paused

varchar(100) User who assigned monitor service to machine , null

vMonitorAlarmSNMP
vMonitorAlarmSNMP Column Name Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType MonitorName AlarmType Message AlarmSubject AlarmEmail EventTime TicketID LogValue SNMPName SNMPCustomName AdminName Listing of all alarms created by monitor SNMP Get objects. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 3 -> Monitor SNMP Get null varchar(100) Name of monitor SNMP Get object , not null smallint(5), null varchar(300 0), null 0 -> Alarm 1 -> Trending Message created from alarm, email message body

varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

float(53), null Value causing alarm, if the return value of the SNMP Object Get command is a string the value will be the the Message varchar(50), null nvarchar(10 0), null Name returned from SNMP Device on scan Custom name for SNMP Device

varchar(100) User who assigned monitor SNMP Get to machine , null

Database Views

vMonitorAlarmSystemCheck
vMonitorAlarmSystemCheck Column Name Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType SystemCheckType Listing of all alarms created by monitor system checks. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null unique monitor alarm number

tinyint(3), not 5 -> Monitor system check null int(10), null 1 -> Web Server 2 -> DNS Server 4 -> Port Connection 5 -> Ping 6 -> Custom 0 -> Alarm 1 -> Trending First parameter used in system check (Optional) Second parameter used by system check Message created from alarm, email message body

AlarmType Parameter1 Parameter2 Message AlertSubject AlarmEmail EventTime TicketID AdminName

smallint(5), null varchar(100 0), null varchar(100 0), null varchar(300 0), null

varchar(500) Subject of alarm and email subject , null varchar(100 0), null datetime(3), not null varchar(30), null Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm

varchar(100) User who assigned of monitor counter to machine , null

vNetStatsLog
vNetStatsLog Column Name network statistics log from the Agent Type Purpose

506

Machine_GroupID agentGuid machName groupName EventTime

varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null Time stamp string representing the time the change was entered. (note: timestamp type was picked to force times into the database as year-month-day-hr-min-sec all in numeric format independent of the format sent in the SQL command. This allows records to be easily sorted by time during retrieval.) Number of bytes received during this statistics period Number of bytes sent during this statistics period

BytesRcvd BytesSent ApplicationName

int(10), null int(10), null

varchar(800) Application name using the network , null

vNtEventLog
vNtEventLog Column Name Machine_GroupID agentGuid machName groupName logType Event log data collected from each managed machine Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), null 1 -> Application Log 2 -> Security Log 3 -> System Log 1 -> Error 2 -> Warning 4 -> Informational 8 -> Success Audit 16 -> Failure Audit Time the event occurred event log source event log category event log event ID event log user

eventType

int(10), null

eventTime ApplicationName EventCategory eventId username

datetime(3), null nvarchar(20 0), null nvarchar(20 0), null int(10), null nvarchar(20 0), null

Database Views
computerName EventMessage nvarchar(20 0), null nvarchar(20 00), null event log computer name event log message

vOnBoardDeviceInfo
vOnBoardDeviceInfo Column Name Machine_GroupID agentGuid machName groupName DeviceType DeviceDesc Data collected by KaSmBios.exe during an audit for on-board device information. There is one row per active slot. All information is retrieved from Type 10. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) Device Type , null varchar(100) Device Description , null

vPatchApprovalStatus
vPatchApprovalStatus Column Name patchDataId KBArticle SecurityBulletin Title Show the approval status of a patch. There is one row for each active patch. Type int(10), not null varchar(12), not null varchar(40), not null Purpose Unique identifier for this patch within the database Microsoft knowledge base article number Microsoft security bulleting number

varchar(250) Patch title , not null

508

UpdateClassificationId

smallint(5), not null

Numeric representation of the patch update classification; included to make filtering easier; Values are: 100 = Critical Security Update (High Priority) 101 = Important Security Update (High Priority) 102 = Moderate Security Update (High Priority) 103 = Low Security Update (High Priority) 104 = Non-rated Security Update (High Priority) 110 = Critical Update (High Priority) 120 = Update Rollup (High Priority) 200 = Service Pack (Optional) 210 = Update (Optional) 220 = Feature Pack (Optional) 230 = Tool (Optional) Textual representation of the patch update classification

UpdateClassification Product PublishedDate Language numApproved numDenied numPending InstallationWarning

varchar(43), not null

varchar(300) Product this to which this patch is associated , null datetime(3), null varchar(30), not null int(10), null int(10), null int(10), null varchar(20), not null Date that this patch was last update by Microsoft, if available Language support for the patch Number of patch policies in which this patch is approved Number of patch policies in which this patch is denied Number of patch policies in which this patch is pending approval Returns 'Manual Install Only', 'Windows Update Only', 'Product Upgrade Only', or an empty string.

vPatchConfiguration
vPatchConfiguration Column Name Machine_GroupID agentGuid MachineName GroupName PatchScanTypeSetting Provides the various patch-related configurations. There is one row per machine. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), not null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null int(10), not null Type of patch scan: -1 = OS not supported for patch scans 0 = Legacy Patch Scan 1 = WUA Patch Scan (32-bit) 2 = WUA Patch Scan (64-bit)

PatchScanType

varchar(300) Type of patch scan description , null

Database Views
RebootSetting int(10), not null Post patch installation reboot action: 0 = Reboot immediately 1 = Ask - Do nothing if user does not respond in <RebootWarnMinutes> minutes 2 = Do not reboot after update; If exists, send email to <RebootWarningEmailAddress> 3 = Ask - Reboot if user does not respond in <RebootWarnMinutes> minutes 4 = Warn user that machine will reboot in <RebootWarnMinutes> minutes 5 = Skip reboot if user logged in 6 = Reboot on <RebootDay> at <RebootTime> after install 7 = Ask to reboot every <RebootWarnMinutes> minutes

RebootAction PreRebootScript PostRebootScript RebootWarnMinutes RebootDay

varchar(143) Post patch installation reboot action description , null varchar(260) scriptId of script to execute immediately before the reboot step in the , not null Patch Reboot script varchar(260) scriptId of script to execute immediately after the patch reboot (from , not null scriptAssignmentReboot) int(10), null int(10), null Warning wait period in minutes for RebootSetting 1,3,4,7 Day to force patch reboot for RebootSetting 6: 0 = Everyday 1 = Sunday 2 = Monday 3 = Tuesday 4 = Wednesday 5 = Thursday 6 = Friday 7 = Saturday Time to force patch reboot for RebootSetting 6

RebootTime RebootWarningEmailAddress FileSourceSetting

varchar(10), null

varchar(100) Email address to send email for post patch installation reboot for , null RebootSetting 2 int(10), not null Patch installation file source: 0 = From Internet 1 = From system server 2 = From file server

FileSourceConfig UseAgentTempDirOnDriveMostFr eeSpace

varchar(166) Patch installation file source description , not null int(10), not null Destination for downloaded patch file: 0 = Use configured Agent working drive/directory 1 = Use configured Agent working directory on local disk drive having most free space Delete downloaded patch file after installation: 0 = Do not delete 1 = Delete

DeleteAfterInstall

int(10), not null

FileSourceMachineId FileSourceUNCPath

varchar(201) MachineGroup_ID for the file server for FileSourceSetting 2 , null varchar(300) UNC path for the file server for FileSourceSetting 2 , null

510

FileSourceLocalPath UseInternetSourceAsFallback WinAutoUpdateSetting

varchar(300) Local machine path for the file server for FileSourceSetting 2 , null int(10), null int(10), not null If file server not accessible, fall back to use the Internet for FileSourceSetting 2 Windows Automatic Update setting 0 = Windows automatic Updates configuration set; Cannot be changed by user on the machine 1 = Windows automatic Updates disabled; Cannot be changed by user on the machine 2 = User control Windows Automatic Update description

WinAutoUpdateConfig

varchar(93), null

vPatchPolicy
vPatchPolicy Column Name patchDataId Policy KBArticle SecurityBulletin Title UpdateClassificationId Show the approval status of a patch. There is one row for each active patch in each patch policy. Type int(10), not null Purpose Unique identifier for this patch within the database

varchar(100) Name of patch policy , null varchar(12), not null varchar(40), not null Microsoft knowledge base article number Microsoft security bulleting number

varchar(250) Patch title , not null smallint(5), not null Numeric representation of the patch update classification; included to make filtering easier; Values are: 100 = Critical Security Update (High Priority) 101 = Important Security Update (High Priority) 102 = Moderate Security Update (High Priority) 103 = Low Security Update (High Priority) 104 = Non-rated Security Update (High Priority) 110 = Critical Update (High Priority) 120 = Update Rollup (High Priority) 200 = Service Pack (Optional) 210 = Update (Optional) 220 = Feature Pack (Optional) 230 = Tool (Optional) Textual representation of the patch update classification

UpdateClassification Product PublishedDate Language

varchar(43), not null

varchar(300) Product this to which this patch is associated , null datetime(3), null varchar(30), Date that this patch was last update by Microsoft, if available Language support for the patch

Database Views
not null ApprovalStatusId smallint(5), not null Numeric representation of the patch approval status; included to make filtering easier; Values are: 0 = Approved 1 = Denied 2 = Pending Approval Textual representation of the patch approval status

ApprovalStatus Admin

varchar(16), not null

varchar(100) Name of user that made the most recent status change ("*System*" , not null indicates that the approval status was set by the system based upon patch policy default approval status or by KB Override) datetime(3), not null varchar(20), not null Timestamp of most recent approval status change Returns 'Manual Install Only', 'Windows Update Only', 'Product Upgrade Only', or an empty string.

Changed InstallationWarning StatusNotes

varchar(500) Notes added by Admin concerning the patch approval status , not null

vPatchPolicyMember
vPatchPolicyMember Column Name Machine_GroupID agentGuid machName groupName PolicyName Lists all patch policies to which each machine ID is a member, if any. Type Purpose varchar(201) A concatenated representation of the machine id and the group id to , null which it is associated numeric(26, 0), not null A globally unique identifier for a machine ID.group ID account and its corresponding agent

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) Patch Policy Name , not null

vPatchStatus
vPatchStatus Column Name Machine_GroupID agentGuid MachineName GroupName Shows the state of all patches on a per machine basis. There is one row per patch for each machine. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine name used for each agent. , null varchar(100) Group Name used for each agent,

512

, null KBArticle SecurityBulletin Title Product Language UpdateClassification varchar(10), not null varchar(40), not null Microsoft KB article number reported from the patch scanner. Bulletin ID string reported from the patch scanner.

varchar(250) Update title. , not null varchar(300) Product to which patch is associated , not null varchar(30), null smallint(5), not null Language of the product. Update classification: 100 -> Security Update Critical 101 -> Security Update Important 102 -> Security Update Moderate 103 -> Security Update Low 104 -> Security Update Unrated 110 -> Critical Update 120 -> Update Rollup 200 -> Service Pack 210 -> Update 220 -> Feature Pack 230 -> Tool 900 -> Unclassified 999 -> Kaseya Patch Test Same as UpdateClassification in string format. Patch release date 0 -> approved 1 -> disapproved 2 -> pending approval Same as ApprovalStatus in string format.

UpdateClassificationDescription ReleaseDate ApprovalStatus

varchar(43), not null datetime(3), null smallint(5), not null varchar(16), not null

ApprovalStatusDescription InstallSeparate

tinyint(3), not 0 -> this can be installed together with other patches null 1 -> this must be installed separately (its own reboot) from other patches tinyint(3), not 0 -> update is not superseded null 1 -> update is superseded by a subsequent update int(10), not null 0 -> patch has not been applied 1 -> patch has been applied

IsSuperseded PatchAppliedFlag

Database Views
PatchStatus int(10), not null 0 -> this patch not scheduled to be installed 1 -> schedule this patch for install. Flags used to bundle all patches into a single script. Set when installation scripts are generated. 2 -> patch install failed, no alert sent 3 -> patch install failed and alert has been sent 4 -> patch installed and awaiting a reboot to reconfirm 5 -> schedule rollback for this patch 6 -> /install-as-user patch not installed; User not logged in 7 -> Office patch not installed; User request to install declined or timed out 8 -> patch get/install failed, client login credential is invalid Same as PatchStatus is string format. Patch selected by manual update (Machine Update or Patch Update): 0 -> not selected for installation 1 -> selected for installation 0 -> process this patch 1 -> ignore this patch Returns 'Manual Install Only', 'Windows Update Only', 'Product Upgrade Only', Internet-based Install, or an empty string. timestamp when this patch was applied by the VSA

PatchStatusDescription PendingManualInstall

varchar(42), not null int(10), not null

PatchIgnoreFlag InstallationWarning InstallDate InstalledBy Description UninstallNotes

int(10), not null varchar(22), not null datetime(3), null

varchar(100) Name of admin (if we installed the patch) or value from registry (if , null scanner retuned the value) varchar(150 0), null varchar(150 0), null Patch description Uninstall notes for the patch

vPortInfo
vPortInfo Column Name Machine_GroupID agentGuid machName groupName InternalDesc ExternalDesc Data collected by KaSmBios.exe during an audit on port connector information. There is one row per active slot. All information is retrieved from Type 8. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) Internal Description , null varchar(100) External Description , null

514

ConnectionType PortType

varchar(100) Connection Type , null varchar(100) Port Type , null

vScriptLog
vScriptLog Column Name Machine_GroupID agentGuid machName groupName EventTime Log of procedure executions as viewed by the KServer Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null Time stamp string representing the time the change was entered. (note: timestamp type was picked to force times into the database as year- month-day-hr-min-sec all in numeric format independent of the format sent in the SQL command. This allows records to be easily sorted by time during retrieval.)

ScriptName ScriptDesc AdminName

varchar(260) Name of procedure , null varchar(100 0), null Event description

varchar(100) Admin name that scheduled this procedure. , null

vScriptStatus
vScriptStatus Column Name Machine_GroupID agentGuid machName groupName scriptName LastExecTiime procedure status for each client Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(260) Name of procedure , null datetime(3), null Time stamp string representing the last time that the procedure was executed

Database Views
lastExecStatus varchar(100 0), null Status of the last execution. The string will be one of the following:Procedure Summary: Success <ELSE or THEN>Procedure Summary: Failed <ELSE or THEN> in # step<ELSE or THEN> is replaced with the respective word ELSE or THEN.# is replaced by the number of steps that failed in the procedure (not useful unless allowing the processing to continue after a failure)step is replaced by the work steps if the procedure failed more than 1 step.

AdminLogin

varchar(100) Admin name that last scheduled this procedure. (Dont name this , null column adminName because that is a primary key used by database migration. adminName and emailAddr should not appear in the same table.

vSystemInfo
vSystemInfo Column Name Machine_GroupID machName groupName Manufacturer Product Name System Version System Serial Number Chassis Serial Number Chassis Asset Tag External Bus Speed Max Memory Size Max Memory Slots Chassis Manufacturer Chassis Type Chassis Version Motherboard Manufacturer Data collected by the System Info (page 140) function. Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(100) System manufacturer string , null varchar(100) Name or model number of the machine supplied by the , null manufacturer varchar(100) Machine version string , null varchar(100) Machine serial number string entered by the manufacturer , null varchar(100) Serial number string supplied by the manufacturer , null varchar(100) Asset tag string supplied by the manufacturer , null varchar(100) Motherboard bus speed , null varchar(100) Max memory this system may be configured with , null varchar(100) Max number of memory slots this system has , null varchar(100) Name of manufacturer of the chassis , null varchar(100) system chassis type , null varchar(100) version string of the chassis , null varchar(100) Name of motherboard manufacturer , null

516

Motherboard Product Motherboard Version Motherboard Serial Num Processor Family Processor Manufacturer Processor Version CPU Max Speed CPU Current Speed

varchar(100) Motherboard model name , null varchar(100) Motherboard version number , null varchar(100) Motherboard serial number , null varchar(100) processor family name , null varchar(100) processor manufacturer name , null varchar(100) processor version string , null varchar(100) max speed of this processor , null varchar(100) configured speed of this processor , null

* Custom columns defined using Audit > System Info (page 140) display in the vSystemInfoManual (page 517) database view.

vSystemInfoManual
vSystemInfo Column Name agentGuid fieldName fieldValue Custom fields and values added to the System Info (page 140) function. Type numeric(26, 0), not null nvarchar(10 0), not null Purpose Unique 26 digit random number identifying this agent. Master record stored in machNameTab. The name of the custom field.

varchar(100) The value of the custom field. , null

vTicketField
vTicketField Each ticket will have a set of fields associated with it. Three of these fields are standard fields, status, priority, and category. Also, a series of user fields can be added that will also be seen in this view. Each field has a datatype. All lists are stored as integer values. The view vTicketField has the associated text for each list value. Type int(10), null varchar(50), null int(10), null numeric(15, 4), null Purpose unique trouble ticket ID number within a single partition. The label of the field The value of a integer field The value of a number field

Column Name TicketID TicketLabel IntegerValue NumberValue StringValue

varchar(500) The value of a string field

Database Views
, null ListValue varchar(50), null The value of a list field

vTicketNote
vTicketNote Column Name TicketID author TicketNoteTime TicketNote HiddenNote Trouble ticket notes are stored in the database. Each ticket summary can have multiple notes. There is a timestamp that identifies the order they were attached. Type int(10), null Purpose unique trouble ticket ID number

varchar(100) person who wrote this note in the ticket , null datetime(3), not null varchar(200 0), not null int(10), not null Timestamp identifying when the note was added Contents of the ticket note 0 if the note is visible. 1 if the note is hidden.

vTicketSummary
vTicketSummary Column Name TicketID Machine_GroupID agentGuid machName groupName TicketSummary Assignee CreatedBy CreationDate DueDate LastModifiedDate Trouble ticket summary. One row per ticket. Column names are used as the names displayed in the view summary table. Type int(10), null Purpose unique trouble ticket ID number

varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null varchar(256) summary string briefly describing the ticket , not null varchar(100) Admin name this ticket is assigned to , null varchar(100) admin name (or machine ID if entered by user) of the person that , null created this ticket datetime(3), null datetime(3), null datetime(3), null timestamp when the ticket was created ticket due date Date of the most recent note entered for this ticket

518

ResolutionDate UserName UserEmail UserPhone TicketInternalId

datetime(3), null

timestamp when the ticket was closed

varchar(100) The name of the submitter , null varchar(200) The email address of the submitter , null varchar(100) The phone number of the submitter , null int(10), not null An internal unique trouble ticket ID throughout all partitions.

vUptimeHistory
vUptimeHistory Column Name Machine_GroupID agentGuid machName groupName eventTime duration type Data collected for the uptime history report. Use in conjunction with the getMachUptime web service Type Purpose varchar(201) A concatenated representation of the machine id and the group id it , null is associated with. numeric(26, 0), null A globally unique identifier for a machine ID.group ID account and its corresponding agent.

varchar(100) Machine Name used for each agent , null varchar(100) Group Name used for each agent , null datetime(3), null int(10), null int(10), null timestamp of the beginning of the time segment Number of seconds this time segment lasted 1 Agent on but cannot connect to kserver 2 Agent on and connected to kserver 3 Agent off normally 4 Abnormal agent termination 5 Agent alarms suspended (do not count supended time when computing total uptime (function getMachUptime) 6 Suspend ended

loginName

varchar(100) Name of the user logged on during this time segment. (SYSTEM if , null no one was logged on).

vvProAssetDetails
vvProAssetDetails Column Name agentGuid displayName Lists information about a vPro enabled machine, including manufacturing details about the motherboard. Type numeric(26,0), null varchar(201), null Purpose Unique 26 digit random number identifying this agent. Master record stored in machNameTab. If the vPro machine has an agent on it then the display name is the machine.GroupId of a normal agent listing. Otherwise it is

Database Views
blank. hostName computerName assetId computerModel computerManufacturer computerVersion computerSerialNumber mbManufacturer mbProductName mbVersion mbSerialNumber mbAssetTag mbReplaceable biosVendor biosVersion biosReleaseDate ipAddress varchar(255), null varchar(255), null varchar(50), not null varchar(65), null varchar(65), null varchar(65), null varchar(65), null varchar(65), null varchar(65), null varchar(65), null varchar(65), null varchar(65), null tinyint(3), null varchar(65), null varchar(65), null datetime(3), null varchar(19), null name of the machine on the LAN holds the computer name found in the OS the asset Id is part of the basic hardware information Model designation of the computer Manufacturer of the computer Version number of the computer Serial number of the computer Motherboard manufacturer Product name of the motherboard Version number of the motherboard Serial number of the motherboard Asset tag for the motherboard True or false if the motherboard is replaceable Vendor for the BIOS Version number of the BIOS BIOS release date List of BIOS supported features ipAddress of the vPro machine used by power management and remote ISO boot

biosSupportedFunctions varchar(1000), null

520

Chapter 14

API Web Services

In This Chapter
VSA API Web Service Agent Procedure API Web Service Monitoring API Web Service KSD API Web Service 523 565 566 571

521

API Web Services

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

522

VSA API Web Service

In This Section
VSA API Web Service - Overview VSA API Web Service - Operations 523 532

VSA API Web Service - Overview

The VSA API Web Service provides a generalized interface for a client to programmatically interface to the VSA. This API facilitates a client being able to interface a third party package. The API focuses on the following services: Connect - This service facilitates the consumer of the API to authenticate and receive a GUID to use throughout the communication. This GUID ages off similarly to how users age off. Tickets - This service provides basic facilities for the user to be notified of new tickets. This facility allows users to update fields on a ticket. Alarms - This service provides basic facilities for the user to be notified of new alarms and mark an alarms as closed. Machines - This service provides a request to collect a set of data about one or more machines. The VSA API Web Service is based on the Web Services Description Language (WSDL). The WSDL displays in a browser and provides an abstract description of the data being exchanged to and from a web service. A client program connecting to a web service can read the WSDL to determine what functions are available on the server. Any special datatypes used are embedded in the WSDL file in the form of XML Schema. The client can then use SOAP to actually call one of the functions listed in the WSDL.

API Web Services The following is an example of vsaWS output:

Enabling VSA API Web Service

To enable the VSA API Web Service: Display the System > Configure (page 420) page in the VSA. Check the Enable VSA API Web Service checkbox. Access the VSA API web service using http://<your-KServer>/vsaWS/KaseyaWS.asmx
Note: The KSD API Web Service describes additional Service Desk API operations.

Special Fields
The following fields are included in the response to every request.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

A Session ID is created by the web service and returned to the client the first time a method is invoked by the client. That same session ID must be returned by the client with every method invoked during the session. The SessionID is only valid when received from the same IP address the authentication

524

originates from.

Sample API C# Application

A GUI test client and set of test XMLs are distributed with the VSA API Web Service to help you familiarize yourself with the various API operations. The C# source code for the Sample API C# Application is provided to you without restriction. You can use it to see how the client was constructed and incorporate any part of its code into your own application.
Note: A Sample API ASP Page (page 526)is also provided.

To run the sample client: 1. Run the sample client located on your KServer: <Install Dir>\vsaWs\TestClient\KaseyaWStestClient.exe 2. Enter the UserName and Password of a user authorized to connect with the KServer. 3. Select the Hashing Algorithm option to use. See Authenticate (page 535) for details.
Note: This is the same username and password that an administrator uses to login into the KServer.

4. Click the Login button to display a value in the SessionID field. 5. Click the Browse button to select a test XML file. This populates the SendXML textbox with the text of the XML file.
Note: You do not have to enter a value between the <SessionID> element tags of the test XML message. The Sample Client automatically inserts the displayed SessionID into any XML message when you click the Send button.

6. Click the Send button to send the XML message to the target URL. A response XML message displays in the ResponseXML textbox.

API Web Services

Sample API ASP Page

A test client ASP page is also distributed with the VSA API Web Service to help you familiarize yourself with the various API operations. You can use it to see how the ASP client was constructed and incorporate any part of its code into your own application. Users can browse to the actual /vsaWS/KaseyaWS.asmx page of any Kserver, select a web method and copy and paste the exact XML SOAP request structure specified in the WSDL. Authentication is in its own frame at the top of the page. The sessionID from a successful authentication is exposed and can be copied and pasted in subsequent XML requests.
Note: This page does not automatically incorporate the displayed sessionID into subsequent request statements like the Sample API C# Application (page 525) does.

Example 1: Authentication
1. Access the VSA API web service asp test client using http://<your-KServer>/vsaWS/TestClient/TestClient.asp 2. Enter a valid VSA administrator UserName and Password and click Login. 3. Select the Hashing Algorithm option to use. See Authenticate (page 535) for details.

The Session ID textbox is populated with the session ID generated by your logon. You will need to copy and paste this session ID into subsequent XML requests.

526

Example 2 - Creating a Get Request

1. In a second browser window, use the /vsaWS/KaseyaWS.asmx page to select a method, such as GetLogEntry.

2. Each method displays the XML SOAP structure for that method's request. Copy just the portion of the method's request structure that starts with <req> and ends with </req>.

API Web Services

3. Paste the request structure into the Request pane of the TestClient.asp page. Enter the name of the method in the Web Method Name field. Replace the placeholder decimal with the sessionID string you obtained during authentication. Replace any other placeholder content with valid data as required. Then click the Send button.
Note: The <BrowserIP></BrowserIP> element in any method can be ignored. The <BrowserIP> element helps to provide single-signon coordination with the VSA, and can be ignored in a testing environment where single-signon is not the focus.

The results display in the Response pane.

528

VSA API Web Service Security

General
The VSA API Web Service is accessible, by default, from any IP address in the world using any valid VSAuser credentials. In this default configuration, valid username /password combinations are considered for authentication originating from any machine. In any configuration, the hash.dll provided by the VSA must be used to encrypt the password for submission. Implementation details for the hash.dll are contained in the sample source code provided. Once a successful Authentication request issues a SessionID, this SessionID must be submitted with every service invocation, and is only valid when received from the IP address it was issued to. The issued SessionID expires after a period of inactivity. Security can be enhanced by preparing and deploying an AccesRules.xml file. This file is used by the VSA API Web Service to define access rules based on the IP addresses requests are received from. IP filtering is a mechanism commonly used in business-to-business systems to ensure that requests are honored only from the partners servers. The AccesRules.xml file is divided into three sections: Default Access Rules IP Ranges User Mapping
Note: 127.0.0.1 (localhost) always has access for any account, regardless of configuration.

XML Structure
<AccessRules> <DefaultAccessRules> <GrantAnyIPToUndefinedUsers/> <GrantAllIPRangesToUndefinedUsers/> <DenyAccessToUndefinedUsers/> </DefaultAccessRules> <IPRanges> <IPRange RangeID="" FromIPAddress="" ToIPAddress="" RangeDescription=""/> <IPRange RangeID="" FromIPAddress="" ToIPAddress="" RangeDescription=""/> </IPRanges> <UserMapping> <User UserName="" RangeID="" GrantAllRanges="" GrantAnyIP="" DenyAccess=""/> <User UserName="" RangeID="" GrantAllRanges="" GrantAnyIP="" DenyAccess=""/> </UserMapping> </AccessRules>

Default Access Rules

The elements in this section define the access rules for those accounts that are not specifically addressed in the User Mapping section.
<GrantAnyIPToUndefinedUsers/> true/false

true: Any user not in UserMapping gets access from any IP address.
<GrantAllIPRangesToUndefinedUsers/> true/false

true: Any user not in UserMapping gets access from any IP address contained in IPRanges.
<DenyAccessToUndefinedUsers/> true/false

true: Any user not in UserMapping denied access.

IP Ranges
This section is used to define specific machines, or ranges of machines, by IP, that are used to assign user access.
RangeID="integer"

API Web Services An arbitrary, user assigned integer used to refer to the Range in UserMapping.
FromIPAddress="string"

Starting IP address, inclusive. First three positions of the quartet must match ToIPAddress.
ToIPAddress=" string"

Ending IP address, inclusive. First three positions of the quartet must match FromIPAddress.
RangeDescription=" string"

Description of the IP Range. For example: Production Servers.

User Mapping
UserName="string"

The VSA Admin name. The VSA API Web Service uses the same credentials and password encryption as VSA. So, if you change your password in VSA, be sure to change it in your VSA API Web Service client implementation, as well.
RangeID="integer"

Used to point to a defined IP Range in the IP Ranges section. A user can have multiple UserMapping elements to express all the IP Ranges he has access from. Not used when one of the Grant / Deny attributes below are used.
GrantAllRanges="true/false"

true: User has access from any range defined in the IP Ranges section.
GrantAnyIP=" true/false"

true: User has access from any IP address.

DenyAccess=" true/false"

true: User has no access at all.

Sample Access Configuration XML

<AccessRules> <DefaultAccessRules> <GrantAnyIPToUndefinedUsers>false</GrantAnyIPToUndefinedUsers> <GrantAllIPRangesToUndefinedUsers>false</GrantAllIPRangesToUndefinedUsers> <DenyAccessToUndefinedUsers>true</DenyAccessToUndefinedUsers> </DefaultAccessRules> <IPRanges> <IPRange RangeID="1" FromIPAddress="192.168.214.01" ToIPAddress="192.168.214.10" RangeDescription="Partner X Production Web Farm"/> <IPRange RangeID="2" FromIPAddress="192.168.15.102" ToIPAddress="192.168.15.102" RangeDescription="Senior Developer Machine"/> <IPRange RangeID="3" FromIPAddress="192.168.15.105" ToIPAddress="192.168.15.109" RangeDescription="Sales Demo Machines"/> <IPRange RangeID="4" FromIPAddress="192.168.210.35" ToIPAddress="192.168.210.35" RangeDescription="Interal QA Machine"/> </IPRanges> <UserMapping> <User UserName="B2BMasterAdmin" RangeID="1" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="false"/> <User UserName="DevTestAccount" RangeID="2" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="false"/> <User UserName="SalesTestAccount" RangeID="3" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="false"/> <User UserName="SalesTestAccount2" RangeID="3" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="false"/> <User UserName="QAMasterAdmin" RangeID="4" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="false"/> <User UserName="SalesTravellingTestAccount" RangeID="" GrantAllRanges="false" GrantAnyIP="true" DenyAccess="false"/> <User UserName="Bob" RangeID="" GrantAllRanges="true" GrantAnyIP="false" DenyAccess="false"/> <User UserName="Sally" RangeID="" GrantAllRanges="false" GrantAnyIP="false" DenyAccess="true"/>

530

</UserMapping> </AccessRules>

Web Links - Inbound and Outbound

Aside from API operations described later in the document, the KServer also supports the following inbound and outbound links:

Inbound
The URL to display the Machine Summary web page for a specific machine ID is: http//....?machName=<MachineID> For example: http://demo.kaseya.com?machName=jconners.acme

API Web Services The URL to display the Ticket web page for a specific ticket ID is: http://...?ticid=<TicketID> For example: http://demo.kaseya.com?ticid=1234

Outbound
To customize New Ticket links on the Live Connect page, fill out the externalLink.xml file as described in the comments section of the XML below. To activate the new ticket link, place the externalLink.xml file in the \WebPages\install\ directory of your KServer.
<?xml version="1.0" encoding="ISO-8859-1" ?> <externalLinks> <!-URL STRING SUBSTITUTIONS: The URL string displayed is associated with a particular machine ID. The string is searched for the following case sensitive values and substituted for the values below. machineNameVal - the machine name for the active machine is substituted in the URL string. groupNameVal - the group name for the active group. --> <ticketLink displayName="Ext Ticket" url="http://192.168.212.52/?mname=machineNameVal&amp;gname=groupNameVal"/> </externalLinks>

VSA API Web Service - Operations

The following operations can be performed using the VSA API Web Service.

AddMachGrouptoScope
Adds a machine by GroupName to ScopeName. A single record of the following fields is returned. 532

Method TransactionID ErrorMessage ErrorLocation

string decimal string string

The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddOrg
Adds an organization. A single record of the following fields is returned.
orgOutId orgOutRef decimal string The organization ID of the newly added organization. The fully qualified name of the organization. Uses dot notation if parent or child organizations exists. Examples:

neworgname parentorgname.neworgname parentorgname.childorgname.neworgname

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddOrgDeptStaff
Adds a staff member to the department of an organization. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddOrgToScope
Adds an organization to a scope. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddScope
Adds a scope. A single record of the following fields is returned.

API Web Services

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddScopeOrg
Adds an organization and a scope in one pass and associates the organization to the scope. A single record of the following fields is returned.
orgOutRef string The fully qualified name of the organization. Uses dot notation if parent or child organizations exists. Examples:

neworgname parentorgname.neworgname parentorgname.childorgname.neworgname

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddTicRequest
Adds a provisional TicketRequest. A single record of the following fields is returned.
newId Method TransactionID ErrorMessage ErrorLocation string string decimal string string Unique identifier. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddUserToRole
Add a user to a user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddUserToScope
Add a user to a scope. A single record of the following fields is returned.

534

Method TransactionID ErrorMessage ErrorLocation

string decimal string string

The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AdminGroupAccess
Assigns a machine group to a user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AssignRole
Assigns or removes a user to a user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AssignScope
Assigns or removes a user to a scope. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Authenticate
Required to begin the VSA API Web Service session. The SessionID returned must be submitted with every method invoked during session. The SessionID is only valid when received from the same machine the authentication originates from. A single record of the following fields is returned.
SessionID Method TransactionID ErrorMessage decimal string decimal string The unique session ID assigned to a user connection with the target URL. The operation that requested this response. The unique message ID for this message. If blank, no error was returned.

API Web Services

ErrorLocation string If blank, no error was returned.

Automatic Logon During Authentication

When you authenticate through the API, you are automatically logged into VSA as well. If you are already logged into the VSA at authentication time, the 2 sessions are synchronized. Either way, the result is the same you end up with valid sessions in both worlds. The VSA looks for the API's 26 digit SessionID on the query string of every VSA page. If the application redirects to a VSA page, the page displays without forcing the user to log in again. The syntax is:
URL?apiLogonGuid=12345678901234567890123456

For example:
http://someServer:123/Systemtab/SomePage?apiLogonGuid=12345678901234567890123456&SomeVar=Some Value

API activity keeps the VSA session alive. However, since VSA does not assume there is always a need for an API session, VSA activity does not keep the API session alive. The API uses the same timeout value as the VSA, which is maintained using the VSA's System > Logon Policy (page 434) page, and has a system default value of 30 minutes.

Hashing Algorithm
With release 6.2, K2 has adopted the SHA-256 hashing algorithm for secure authentications. Previously the standard was SHA-1. See the Changing Passwords Used by External Applications (page 407) topic of System online help for a general introduction to this enhancement. A newly created or reset password is hashed using SHA-256. Legacy passwords that have not been reset continue to require SHA-1. The HashingAlgorithm parameter in Authenticate defaults to SHA-1, if left blank. The Sample API C# Application (page 525) and Sample API ASP Page (page 526) provide an option to switch the hashing algorithm between SHA1 and SHA-256. VSA passwords can only be reset using the VSA application, not by the API.
Warning: Changing a password used by a legacy external application will disable the integration until either the external application is updated to use the required SHA-256 hashing algorithm or a new SHA-1 credential is created and implemented. Ensure passwords used by external applications are not changed before the update is implemented. See Creating a New SHA-1 Credential for a Legacy External Application below.

Best Practices
To ensure a smooth migration from prior releases to this release, Kaseya recommends web services API client code be written or modified to attempt authentication using SHA-256 first, then SHA-1 second, in succession. This will ensure that the client code will be compatible with passwords created under current and prior versions of the VSA. 1. Set the HashingAlgorithm parameter in the Authenticate request to SHA-256. Ensure the password is hashed using SHA-256. Issue the Authenticate request. Check to see if a valid session ID was returned. Authentication is successful if the SessionID parameter returns a non-zero value and the ErrorMessage parameter is blank. Authentication is not successful if the SessionID parameter returns a zero value. Perform step 2. 2. Set the HashingAlgorithm parameter to SHA-1. Rehash the password value using SHA-1. Re-issue the Authenticate request. Check to see if a valid session ID was returned.

Creating a New SHA-1 Credential for a Legacy External Application

If you are running VSA v6.2 or later, and need to create an SHA-1 username and password that is

536

compatible with a legacy external application, and that has not yet been updated to be compatible with v6.2 passwords, use one of the following procedures. You can either create a new master user and password, or reset just the password of an existing master user.
Note: You must have administrator privileges on the KServer. For security reasons, you cannot perform the following procedure remotely.

Creating a New Master User Account

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/localAuth/setAccountV61.asp 3. Enter a new account name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Enter an email address in the Email Address. 6. Click Create. The external application can now be updated to use the new user account and SHA-1 password to connect to the VSA.

Reset the Password of an Existing Master User Account

Note: The master user account cannot be disabled.

1. Log in to the machine running the KServer. 2. Access the following web page: http://localhost/localAuth/setAccountV61.asp 3. Enter an existing, enabled master account user name in the Master User Name field. 4. Enter a password in the Enter Password field and confirm it by re-typing it in the Confirm Password field. 5. Skip the Email Address. You cannot reset the email address of an existing user using this web page. 6. Click Create. The external application can now be updated to use the new SHA-1 password to connect to the VSA.

AuthenticateWithAppSessionID
Gets API SessionID from a valid AppSession. Only available from local server. A single record of the following fields is returned.
SessionID Method TransactionID ErrorMessage ErrorLocation decimal string decimal string string The unique session ID assigned to a user connection with the target URL. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Note: See Authenticate (page 535) to initiate a new session.

CloseAlarm
Closes the alarm for the submitted MonitorAlarmID. Within the VSA user interface, alarms are closed

API Web Services manually using the Monitor > Alarm Summary (page 200) page. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

CreateAdmin
Creates a VSA user. The password must be hashed. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

CreateAgentInstallPackage
Creates an agent installation package. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

CreateMachineGroup
Creates a machine group. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

CreateRole
Creates a user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

538

DeleteAdmin
Deletes the specified user. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteAgent
Deletes the agent on the target machine and corresponding machine ID account in the VSA. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteAgentInstallPackage
Deletes an agent install package. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteMachineGroup
Deletes the specified machine group. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteOrg
Deletes the specified organization. A single record of the following fields is returned.
Method string The operation that requested this response.

API Web Services

TransactionID ErrorMessage ErrorLocation decimal string string The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteRole
Deletes the specified user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteScope
Deletes the specified scope. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DisableAdmin
Disables a specified user. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Echo
Test method for connectivity test and benchmarking. Does not require authentication. Returns the submitted string. A single record of the following field is returned.
EchoResult string This value should match the input included in the request.

EchoMt
Test method for connectivity test and benchmarking into the middle-tier. Requires authentication. Returns the submitted string. Returns back (echoes) the submitted payload string.

540

A single record of the following fields is returned.

Payload Method TransactionID ErrorMessage ErrorLocation string string decimal string string The string submitted with the request. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

EnableAdmin
Enables a specified user. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetAlarm
Returns alarm detail for the submitted MonitorAlarmID. A single record of the following fields is returned.
Machine_GroupID agentGuid MachineName GroupName MonitorAlarmID MonitorType string decimal string string int int A concatenated representation of the machine id and the group ID it is associated with A unique identifier for a machine ID.group ID account and its corresponding agent. Machine Name used for each agent Group Name used for each agent unique monitor alarm number 0 - Counter 1 - Service 2 - Process 3 - SNMP 4 - Alert - Alerts are further classified using alert types (page 598). 5 - System Check 6 - EPS 7 - Log Monitoring 0 - Alarm 1 - Trending Message created from alarm, email message body Subject of alarm and email subject Email Address(es) alarm is sent to Date and Time of alarm Ticket ID created from alarm User who assigned monitor counter to machine Name of monitor SNMP Get object

AlarmType Message AlarmSubject AlarmEmail EventTime TicketID AdminName MonitorName

string string string string string int string string

API Web Services

LogType 1 - Application Log 2 - Security Log 3 - System Log int 1 - Error 2 - Warning 4 - Informational 8 - Success Audit 16 - Failure Audit Value causing alarm, if the return value of the SNMP Object Get command is a string the value will be the the Message Name returned from SNMP Device on scan Custom name for SNMP Device First parameter used in system check (Optional) Second parameter used by system check The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

EventType

LogValue SNMPName SNMPCustomerName SystemCheckParam1 SystemCheckParam2 Method TransactionID ErrorMessage ErrorLocation

decimal string string string string string decimal string string

GetAlarmList
Returns an array of new alarms added since last request by default. Returns all alarms when ReturnAllRecords is set to true. Multiple records of the following fields are returned, if applicable.
Machine_GroupID agentGuid MonitorAlarmID AlertType string decimal int int A concatenated representation of the machine id and the group id it is associated with A unique identifier for a machine ID.group ID account and its corresponding agent. unique monitor alarm number Alerts are one of several monitor types (page 606). 1 - Admin account disabled 2 - Get File change alert 3 - New Agent checked in for the first time 4 - Application has been installed or deleted 5 - Agent Procedure failure detected 6 - NT Event Log error detected 7 - KServer stopped 8 - Protection violation detected. 9 - PCI configuration has been changed 10 - Disk drive configuration change 11 - RAM size changed. 12 - Test email sent by serverInfo.asp 13 - Scheduled report completed 14 - LAN Watch alert type 15 - agent offline 16 - low on disk space 17 - disabled remote control 18 - agent online 19 - new patch found 20 - patch path missing 21 - patch install failed 23 - Backup Alert

542

AlarmSubject EventTime

string dateTime

Subject of alarm and email subject Date and time of alarm

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetGroupLicenseInfo
Gets the allowed number of seats for the specified group. A single record of the following fields is returned.
MaxAgents Method TransactionID ErrorMessage ErrorLocation int string decimal string string The maximum number of agents that can be installed for this machine group. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetLogEntry
Returns transaction log detail for the submitted TransactionID. A single record of the following fields is returned.
LogTransactionId LogErrorLocation LogErrorMessage LogMethod ExecutionTimeInSeconds SessionId UserName ClientIP DateSubmitted DateUpdated TransactionXML Method TransactionID ErrorMessage ErrorLocation decimal string string string decimal decimal string string dateTime dateTime string string decimal string string The log transactionID. The log error location. The log error message. The log operation that requested a response. The log time required to respond to the request. The log session ID. The log user name. The log IP address of the client. The log date and time the request was submitted. The log date and time the response was returned. The XML message used to submit the request. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetMachine
Returns machine detail for the submitted Machine_GroupID. A single record of the following fields is returned.

API Web Services

Machine_GroupID agentGuid machName groupName Manufacturer ProductName MachineVersion SysSerialNumber ChassisSerialNumber ChassisAssetTag BusSpeed MaxMemorySize MaxMemorySlots string decimal string string string string string string string string string string string A concatenated representation of the machine id and the group id it is associated with. A unique identifier for a machine ID.group ID account and its corresponding agent. full machine name. Everything to the left of the left-most decimal point is the machine name. full group name for this account. Everything to the right of the left most decimal point is the group name. Manufacturer string (type 1) Product Name string (type 1) Version string (type 1) Serial Number string (type 1) Chassis Serial Number (type 3) Chassis Asset Tag number (type 3) External Bus Speed (in MHz) (type 4) Maximum Memory Module Size (in MB) (type 16 - Maximum Capacity or if type 16 not available, Maximum Memory Module Size type 5) Number of Associated Memory Slots (Number of Memory Devices in type 16 or if type 16 not available Number of Associated Memory Slots in type 5) Chassis Manufacturer (type 3) Chassis Type (type 3) Chassis Ver (type 3) Motherboard Manufacturer (type 2) Motherboard Product Code (type 2) Motherboard Version (type 2) Motherboard Serial Number (type 2) Name of the Computer IP Address of the computer in a.b.c.d notation Subnet mask in a.b.c.d notation. String is empty if data is unavailable Default gateway IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #1s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #2s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #3s IP address in a.b.c.d notation. String is empty if data is unavailable. DNS server #4s IP address in a.b.c.d notation. String is empty if data is unavailable. 0 -> Data is unavailable, 1 -> DHCP on client computer is enabled, 2 -> Disabled DHCP servers IP address in a.b.c.d notation. String is empty if data is unavailable. 0 -> Data is unavailable, 1 -> WINS resolution on client computer is enabled, 2 -> Disabled Primary WINS servers IP address in a.b.c.d notation. String is empty if unavailable.

ChassisManufacturer ChassisType ChassisVersion MotherboardManufacturer MotherboardProductCode MotherboardVersion MotherboardSerialNumber ComputerName IpAddress SubnetMask DefaultGateway DnsServer1 DnsServer2 DnsServer3 DnsServer4 DhcpEnabled DhcpServer WinsEnabled PrimaryWinsServer

string string string string string string string string string string string string string string string int string string string

544

SecondaryWinsServer ConnectionGatewayIp

int int

Secondary WINS servers IP address in a.b.c.d notation. String is empty if unavailable. IP Address in a.b.c.d notation obtained by the Kserver as the source address of the Agent. This IP is the Agents network gateway and will be different from the IpAddress if the computer is behind NAT for example. String is empty if unavailable. String contains OS type, such as NT4, 2000, NT3.51, or WIN32s. Derived from portions of MajorVersion, MinorVersion, and PlatformId. String contains additional OS info, such as Build 1381 Service Pack 3. Derived from portions of BuildNumber and CsdVersion. Major version number from GetVersionEx() Windows function call. Minor version number from GetVersionEx() Windows function call.If PlatformId is Win32 for Windows, then a 0 MinorVersion indicates Windows 95. If PlatformId is Win32 for Windows, then then a MinorVersion > 0 indicates Windows 98. String containing the physical address, i.e. the Media Access Control address, of the connection. A MAC address has the form of: 00-0347-12-65-77 User name of the currently logged on user. This value is updated with every quick check in. The agent error log file is updated with each change. timestamp recording the first time this agent checked into the system timestamp recording the most recent time this agent checked into the system login name of the currently logged in user. Blank if no one logged in at this time login name of the last user to log into this system timestamp when this system was last rebooted version number of agent installed on this system User contact name assigned to this agent User email address assigned to this agent User email address assigned to this agent Notes associated with the contact information for this agent 0 if this user does not have access to ticketing through the user interface 0 if this user does not have access to remote control through the user interface 0 if this user does not have access to chat through the user interface The username of the credential set for this agent (if any) address:port agent connects to for its primary kserver connection address:port agent connects to for its secondary kserver connection the time to wait, in secs, before performing another agent quick check-in The working directory used by the agent on this system

OsType OsInfo MajorVersion MinorVersion

string string decimal string

MacAddr

string

LoginName

string

firstCheckin lastCheckin currentUser lastLoginName lastReboot agentVersion contactName contactEmail contactPhone contactNotes enableTickets enableRemoteControl enableChat credentialName primaryKServer secondaryKServer quickCheckinSecs agentTempDir

dateTime dateTime string string dateTime int string string string string int int int string string string int string

Multiple records of the following fields are returned, if applicable.

CpuDesc CpuSpeed string int CPU description (e.g. Pentium III Model 8) CPU speed in MHz (e.g. 601)

API Web Services

CpuCount TotalRam int int Number of processors (e.g. 1) Amount of RAM in MBytes (e.g. 250)

Multiple records of the following fields are returned, if applicable.

DriveLetter TotalSpace UsedSpace FreeSpace DriveType VolumeName FormatType string int int int string string string Logical disk drive letter (e.g. C) Total MBytes on the disk (e.g. 28609 for 28.609 GB) May be null if unavailable. Number of MBytes used (e.g. 21406 for 21.406 GB). May be null if unavailable. Number of MBytes free (e.g. 21406 for 21.406 GB). May be null if unavailable. Fixed = hard diskRemovable = floppy or other removable mediaCDROMNetwork = mapped network drive Name assigned to the volume NTFS, FAT32, CDFS, etc.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetMachineCollectionList
Returns an array of all machine collections. Items returned can be used as arguments on GetMachineList to filter output. Multiple records of the following field are returned, if applicable.
collectionName string The name of the collection.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetMachineGroupList
Returns an array of all MachineGroups the authenticated account has privileges to see. Items returned can be used as arguments on GetMachineList to filter output. Multiple records of the following field are returned, if applicable.
groupName string The machine group ID.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

546

GetMachineList
Returns an array of all the machines that the authenticated user has access rights to see. Supports optional filtering of the return by submitted MachineGroup or MachineCollection. Multiple records of the following fields are returned, if applicable. Multiple records of the following fields are returned, if applicable.
MachineGroupID IpAddress MacAddr groupName firstCheckin agentGuid string string string string datetime decimal A currently existing Machine group. If this field is left blank all machines will be returned. the IP address of the agent machine the MAC address of the agent machine Group Name used for each agent the first time an agent checks into the VSA A unique identifier for a machine ID.group ID account and its corresponding agent.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetMachineUptime
Returns an array of machine uptime statistics for a submitted AgentGuid or MachineGroup or all machines when ReturnAllRecords is set to true. rptDate sets the starting sample date of the calculation to current. All outputs are subjected to security filtering, including the agentGuid singleton and MachineGroup sub grouping. So if you submit an agentGuid or MachineGroup you do not have permissions to view, you will get nothing back. Multiple records of the following field are returned, if applicable.
agentGuid machineName totalOnline measureTime latestStatDate olderStatDate decimal string int int dateTime dateTime A unique identifier for a machine ID.group ID account and its corresponding agent. Full machine name. Everything to the left of the left-most decimal point is the machine name. Total seconds system was online across the measurement time. Total seconds system was measured (latest - oldest - suspend alarm times). Latest time the system was measured, usually the last agent log entry for an offline system. Earliest time system was measured.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

GetNotesList
Returns an array of new ticket notes added since last request. Generates a maximum of 500 records in date order and records the most recent note output. User can just keep executing this method until no records are returned. AddedSince - Including this date in the request overrides the system default "since last read" behavior. Multiple records of the following fields are returned, if applicable.
TicketID Author DateEntered NoteText int string dateTime string The ticket ID. The author of the note. The date the note was created or last modified. The text of the note.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetOrgLocation
Returns an organization's street address, including its longitude and latitude. A single record of the following fields is returned.
orgId orgRef partitionId orgName street city usState postalCode country countryCode longitude latitude Method TransactionID ErrorMessage ErrorLocation string string string string string string string string string string string string string decimal string string Unique identifier. Unique name. Tenant identifier. The name of the organization. The street address. The city. The state. The zip code. The country. The country code. The longitude of the organization location. The latitude of the organization's location. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetOrgTypes
Returns machine detail for the submitted Machine_GroupID.

548

Multiple records of the following fields are returned.

orgTypeID orgTypeRef status description decimal string int string Unique identifier. The unique name of the organization type. 1=Active A description of the organization type.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetOrgs
Returns the organizations the logged on VSA user can access. Multiple records of the following field are returned, if applicable.
orgName orgRef orgID CustomerID string string string string The organization's name. Unique name. Unique identifier. Unique customer identifier.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetOrgsByScopeID
Returns the organizations a specified scope can access. Multiple records of the following field are returned, if applicable.
orgName orgRef orgID CustomerID string string string string The organization's name. Unique name. Unique identifier. Unique customer identifier.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

GetPackageURLs
Gets a list of all agent deploy package URLs available to the logged on user. Multiple records of the following fields are returned, if applicable.
URL PackageName Description string string string The URL. The agent deploy package name. The description of the agent deploy package.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetPartnerUserLocation
Returns the the location of a tenant-specific VSA user, including the VSA user's longitude and latitude. A single record of the following fields is returned.
adminId adminName partitionId longitude latitude Method TransactionID ErrorMessage ErrorLocation string string string string string string decimal string string The VSA user's unique identifier. The VSA user's name. The tenant identifier. The longitude of the VSA user's location. The latitude of the VSA user's location. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetPublishedViewColumns
Returns an array of all columns for a published database view. Multiple records of the following fields are returned.
name dataType string string Name of the database view column. Datatype of the database view column.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Example
Note: The following example was executed using the test page published with every installation, located at http://localhost/vsaWS/testClient/testClient.asp.

550

Request
<req> <viewName>vScriptLog</viewName> <SessionID>42131527423841487151422001</SessionID> </req>

Response
<GetPublishedViewColumnsResponse> <GetPublishedViewColumnsResult> <PublishedViewColumns> <PublishedViewColumn> <name>AdminName</name> <dataType>varchar(100)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>agentGuid</name> <dataType>numeric(26,0)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>EventTime</name> <dataType>datetime</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>groupName</name> <dataType>varchar(100)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>Machine_GroupID</name> <dataType>varchar(201)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>machName</name> <dataType>varchar(100)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>ScriptDesc</name> <dataType>varchar(1000)</dataType> </PublishedViewColumn> <PublishedViewColumn> <name>ScriptName</name> <dataType>varchar(260)</dataType> </PublishedViewColumn> </PublishedViewColumns> <Method>GetPublishedViewColumns</Method> <TransactionID>3</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetPublishedViewColumnsResult> </GetPublishedViewColumnsResponse>

GetPublishedViewRows
Returns an array of all rows for a published database view given a WHERE clause. A single record of the following fields is returned.
PublishedViewRows Method TransactionID ErrorMessage ErrorLocation string string decimal string string Array of row data. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

Example
Note: The following example was executed using the test page published with every installation, located at http://localhost/vsaWS/testClient/testClient.asp.

Request
<req> <viewName>vScriptLog</viewName> <columnsList>AdminName,agentGuid,EventTime,Machine_GroupID,ScriptDesc,ScriptName</columnsList > <whereClause>EventTime > DATEADD(hour,4,getdate())</whereClause> <orderByList>agentGuid,EventTime</orderByList> <ReturnAllRows>false</ReturnAllRows> <SessionID>42131527423841487151422001</SessionID> </req>

SQL Equivalent
select top 5000 AdminName,agentGuid,EventTime,Machine_GroupID,ScriptDesc,ScriptName from vScriptLog where EventTime > DATEADD(hour,-4,getdate()) order by agentGuid,EventTime

Selects 6 of 8 available columns from vScriptLog where activity occurred within the past 4 hours and sorts the results by machine, then activity date.
Note: When <ReturnAllRows> is set false, a rowset maximum of 5000 is applied to protect the database from overly large resultsets.

Response
<GetPublishedViewRowsResponse> <GetPublishedViewRowsResult> <PublishedViewRows> <vScriptLog> <Row> <AdminName>*System*</AdminName> <agentGuid>517481450374694</agentGuid> <EventTime>20100913T09:24:1905:00</EventTime> <Machine_GroupID>xpprox86001.agents.hyperv.kserver</Machine_GroupID> <ScriptDesc>Script Summary: Success THEN</ScriptDesc> <ScriptName>KES Update AVG via Internet</ScriptName> </Row> <Row> <AdminName>*System*</AdminName> <agentGuid>517481450374694</agentGuid> <EventTime>20100913T09:24:20.00305:00</EventTime> <Machine_GroupID>xpprox86001.agents.hyperv.kserver</Machine_GroupID> <ScriptDesc>Script Summary: Success THEN</ScriptDesc> <ScriptName>KES Update</ScriptName> </Row> <Row> <AdminName>*System*</AdminName> <agentGuid>517481450374694</agentGuid> <EventTime>20100913T09:24:20.00705:00</EventTime> <Machine_GroupID>xpprox86001.agents.hyperv.kserver</Machine_GroupID> <ScriptDesc>Script Summary: Success THEN</ScriptDesc> <ScriptName>Run Now KES Update</ScriptName> </Row> </vScriptLog> </PublishedViewRows> <Method>GetPublishedViewRows</Method> <TransactionID>4</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetPublishedViewRowsResult> </GetPublishedViewRowsResponse>

552

GetPublishedViews
Returns an array of all published database views. Multiple records of the following fields are returned.
PublishedView string Name of the database view.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Example
Note: The following example was executed using the test page published with every installation, located at http://localhost/vsaWS/testClient/testClient.asp.

Usage details for each view in this list are published in Database Views (page 486) in the online help and the user guide. There may be more total views documented than the list published via the API.

Request
<req> <SessionID>42131527423841487151422001</SessionID> </req>

Response
<GetPublishedViewsResponse> <GetPublishedViewsResult> <PublishedViews> <PublishedView> <viewName>vAddRemoveList</viewName> </PublishedView> <PublishedView> <viewName>vAdminNotesLog</viewName> </PublishedView> <PublishedView> <viewName>vAgentConfiguration</viewName> </PublishedView> <PublishedView> <viewName>vAgentLabel</viewName> </PublishedView> <PublishedView> <viewName>vAlertLog</viewName> </PublishedView> <PublishedView> <viewName>vBackupLog</viewName> </PublishedView> <PublishedView> <viewName>vBaseApplicationInfo</viewName> </PublishedView> <PublishedView> <viewName>vBaseCpuInfo</viewName> </PublishedView> <PublishedView> <viewName>vBaseDiskInfo</viewName> </PublishedView> <PublishedView> <viewName>vBaseDriveManufacturer</viewName> </PublishedView> <PublishedView> <viewName>vBasePciInfo</viewName> </PublishedView> <PublishedView>

API Web Services

<viewName>vBasePrinterInfo</viewName> </PublishedView> <PublishedView> <viewName>vCollectionMember</viewName> </PublishedView> <PublishedView> <viewName>vConfigLog</viewName> </PublishedView> <PublishedView> <viewName>vCurrApplicationInfo</viewName> </PublishedView> <PublishedView> <viewName>vCurrCpuInfo</viewName> </PublishedView> <PublishedView> <viewName>vCurrDiskInfo</viewName> </PublishedView> <PublishedView> <viewName>vCurrDriveManufacturer</viewName> </PublishedView> <PublishedView> <viewName>vCurrPciInfo</viewName> </PublishedView> <PublishedView> <viewName>vCurrPrinterInfo</viewName> </PublishedView> <PublishedView> <viewName>vEventDetail</viewName> </PublishedView> <PublishedView> <viewName>vEventInstanceDetail</viewName> </PublishedView> <PublishedView> <viewName>vEventInstanceHistoryDetail</viewName> </PublishedView> <PublishedView> <viewName>vkadComputers</viewName> </PublishedView> <PublishedView> <viewName>vkadUsers</viewName> </PublishedView> <PublishedView> <viewName>vLicenseInfo</viewName> </PublishedView> <PublishedView> <viewName>vMachine</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmAlert</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmCounter</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmProcess</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmService</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmSNMP</viewName> </PublishedView> <PublishedView> <viewName>vMonitorAlarmSystemCheck</viewName> </PublishedView> <PublishedView> <viewName>vNetStatsLog</viewName> </PublishedView> <PublishedView> <viewName>vNtEventLogs</viewName> </PublishedView>

554

<PublishedView> <viewName>vOnBoardDeviceInfo</viewName> </PublishedView> <PublishedView> <viewName>vPatchApprovalStatus</viewName> </PublishedView> <PublishedView> <viewName>vPatchPolicy</viewName> </PublishedView> <PublishedView> <viewName>vPatchPolicyMember</viewName> </PublishedView> <PublishedView> <viewName>vPatchStatus</viewName> </PublishedView> <PublishedView> <viewName>vPortInfo</viewName> </PublishedView> <PublishedView> <viewName>vScriptLog</viewName> </PublishedView> <PublishedView> <viewName>vScriptStatus</viewName> </PublishedView> <PublishedView> <viewName>vSystemInfo</viewName> </PublishedView> <PublishedView> <viewName>vTicketField</viewName> </PublishedView> <PublishedView> <viewName>vTicketNote</viewName> </PublishedView> <PublishedView> <viewName>vTicketSummary</viewName> </PublishedView> <PublishedView> <viewName>vUptimeHistory</viewName> </PublishedView> <PublishedView> <viewName>vVproAssetDetails</viewName> </PublishedView> </PublishedViews> <Method>GetPublishedViews</Method> <TransactionID>2</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetPublishedViewsResult> </GetPublishedViewsResponse>

GetRoles
Returns the roles the logged on VSA user can access. Multiple records of the following field are returned, if applicable.
roleID isActive string boolean Unique identifier Role is active or inactive.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

GetScopes
Returns the scopes the logged on VSA user can access. Multiple records of the following field are returned, if applicable.
scopeID string Unique identifier.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetSessionDetails
Gets Session details from either a submitted AppSessionID or valid API SessionID. AppSessionID variant only available from local server. A single record of the following fields is returned.
adminId partitionId machineIdFil activeViewId groupIdFil rowPerPage startRow sortField sortOrder RoleId AdminRole ScopeId AdminScope AppSessionExpiration adminName Method TransactionID ErrorMessage ErrorLocation int decimal string int string int int string int int string decimal string dateTime string string decimal string string VSA user identifier partition identifier session value of machine filter session value of machine view session value of group filter session value of rows per page starting position in result set current data document sort field current data document sort order role identifier the name of the role scope identifier the name of the scope expiration of session VSA user name The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetTicRequestTicket
Returns the ticketID associated with a ticket request ID. A single record of the following fields is returned.
ticketId Method TransactionID string string decimal unique identifier for ticket The operation that requested this response. The unique message ID for this message.

556

ErrorMessage ErrorLocation

string string

If blank, no error was returned. If blank, no error was returned.

GetTicket
Returns ticket detail for the submitted MonitorTicketID.
TicketID Machine_GroupID agentGuid machName groupName TicketSummary Assignee CreatedBy CreationDate DueDate LastModifiedDate ResolutionDate UserName UserEmail UserPhone int string decimal string string string string string string string string string string string string unique trouble ticket ID number A concatenated representation of the machine id and the group id it is associated with. A unique identifier for a machine ID.group ID account and its corresponding agent. Machine Name used for each agent Group Name used for each agent summary string briefly describing the ticket Admin name this ticket is assigned to admin name (or machine ID if entered by user) of the person that created this ticket timestamp when the ticket was created ticket due date Date of the most recent note entered for this ticket timestamp when the ticket was closed The name of the submitter The email address of the submitter The phone number of the submitter

Multiple records of the following fields are returned, if applicable.

TicketLabel IntegerValue NumberValue StringValue ListValue string int decimal string string The label of the field The value of a integer field The value of a number field The value of a string field The value of a list field

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetTicketList
Returns an array of new tickets added since last request by default. Returns all tickets when ReturnAllRecords is set to true. Multiple records of the following fields are returned, if applicable.
TicketID int unique trouble ticket ID number

API Web Services

Machine_GroupID agentGuid TicketSummary string decimal string A concatenated representation of the machine id and the group id it is associated with. A unique identifier for a machine ID.group ID account and its corresponding agent. summary string briefly describing the ticket

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetTicketNotes
Returns an array of notes belonging to the submitted ticket. Multiple records of the following fields are returned, if applicable.
TicketID Author DateEntered NoteText int string dateTime string The ticket ID. The author of the note. The date the note was created or last modified. The text of the note.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetVerboseMachineGroupList
Multiple records of the following field are returned, if applicable.
groupName machGroupGuid parentGroupGuid orgFK string string string string The machine group ID. GUID of the machine group. GUID of the parent machine group, in one exists. Foreign key to the organization containing the machine group.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

LockFunctionAccess
Locks function access of the submitted user role to the submitted base user role. A single record of the following fields is returned.

558

Method TransactionID ErrorMessage ErrorLocation

string decimal string string

The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

MoveMachineToAnotherGroup
Moves machines to another group. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Primitives
The following primitive Datatype operations are also provided. Each primitive operation uses the same xml contract as their corresponding multiple-columns operation. Each primitive returns a string value that requires subsequent processing. Primitive
PrimitiveAddMachGroupToScope PrimitiveAddOrg PrimitiveAddOrgDeptStaff PrimitiveAddOrgToScope PrimitiveAddScope PrimitiveAddScopeOrg PrimitiveAddTicRequest PrimitiveAddUserToRole PrimitiveAddUserToScope PrimitiveAssignRole PrimitiveAssignScope PrimitiveAuthenticate PrimitiveCloseAlarm PrimitiveCreateMachineGroup PrimitiveCreateRole PrimitiveDeleteMachineGroup PrimitiveDeleteOrg PrimitiveDeleteScope PrimitiveEchoMt PrimitiveGetAlarm PrimitiveGetAlarmList PrimitiveGetLogEntry

Result
PrimitiveAddMachGroupToScopeResult PrimitiveAddOrgResult PrimitiveAddOrgDeptStaffResult PrimitiveAddOrgToScopeResult PrimitiveAddScopeResult PrimitiveAddScopeOrgResult PrimitiveAddTicRequestResult PrimitiveAddUserToRoleResult PrimitiveAddUserToScopeResult PrimitiveAssignRoleResult PrimitiveAssignScopeResult PrimitiveAuthenticateResult PrimitiveCloseAlarmResult PrimitiveCreateMachineGroupResult PrimitiveCreateRoleResult PrimitiveDeleteMachineGroupResult PrimitiveDeleteOrgResult PrimitiveDeleteScopeResult PrimitiveEchoMtResult PrimitiveGetAlarmResult PrimitiveGetAlarmResult PrimitiveGetLogEntryResult

Datatype
string string string string string string string string string string string string string string string string string string string string string string

API Web Services

PrimitiveGetMachine PrimitiveGetMachineCollectionList PrimitiveGetMachineGroupList PrimitiveGetMachineGroups PrimitiveGetMachineList PrimitiveGetMachineUptime PrimitiveGetNotesList PrimitiveGetOrgLocation PrimitiveGetOrgs PrimitiveGetOrgsByScopeID PrimitiveGetOrgTypes PrimitiveGetPartnerUserLocation PrimitiveGetPublishedViewRows PrimitiveGetPublishedViews PrimitiveGetRoles PrimitiveGetScopes PrimitiveGetTicRequestTicket PrimitiveGetTicket PrimitiveGetTicketList PrimitiveGetTicketNotes PrimitiveGetVerboseMachineGroup List PrimitiveMoveMachineToAnotherGr oup PrimitiveRemoveUserFromRole PrimitiveResetPassword PrimitiveSetLicenseByOrg PrimitiveSetPartnerUserLocation PrimitiveUpdateOrg PrimitiveUpdateTicket PrimitiveUpdateUser PrimitiveGetMachineResult PrimitiveGetMachineCollectionListResult PrimitiveGetMachineGroupListResult PrimitiveGetMachineGroupsResult PrimitiveGetMachineListResult PrimitiveGetMachineUptimeResult PrimitiveGetNotesListResult PrimitiveGetOrgLocationResult PrimitiveGetOrgsResult PrimitiveGetOrgsByScopeIDResult PrimitiveGetOrgTypesResult PrimitiveGetPartnerUserLocationResult PrimitiveGetPublishedViewRowsResult PrimitiveGetPublishedViewsResult PrimitiveGetRolesResult PrimitiveGetScopesResult PrimitiveGetTicRequestTicketResult PrimitiveGetTicketResult PrimitiveGetTicketListResult PrimitiveGetTicketNotesResult PrimitiveGetVerboseMachineGroupListResult string string string string string string string string string string string string string string string string string string string string string string

PrimitiveGetPublishedViewColumns PrimitiveGetPublishedViewColumnsResult

PrimitiveMoveMachineToAnotherGroupResult string PrimitiveRemoveUserFromRoleResult PrimitiveResetPasswordResult PrimitiveSetLicenseByOrgResult PrimitiveSetPartnerUserLocationResult PrimitiveUpdateOrgResult PrimitiveUpdateTicketResult PrimitiveUpdateUserResult string string string string string string string

RemoveUserFromRole
Removes a VSA user from a role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

560

RenameMachine
Renames a machine and optionally assigns it to a different machine group. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

ResetPassword
Resets the specified user's password. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

RoleMembership
Assigns a user to a user role. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

SendAdminMessage
Send a message to a user. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

SetAdminPassword
Resets the password for a specified user. A single record of the following fields is returned.
Method TransactionID string decimal The operation that requested this response. The unique message ID for this message.

API Web Services

ErrorMessage ErrorLocation string string If blank, no error was returned. If blank, no error was returned.

SetGroupLicenseInfo
Sets the maximum number of agents allowed for a specified group. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

SetLicenseByOrg
A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

SetPartnerUserLocation
Sets the current longitude and latitude of the VSA user A single record of the following fields is returned.
AdminId Method TransactionID ErrorMessage ErrorLocation decimal string decimal string string Unique identifier of the VSA user. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

UpdateOrg
Updates the information for an organization. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

UpdateTicket
Updates one or more fields of a ticket. Only fields listed on the Ticketing > Edit Fields (page 458) page can 562

be updated.

Updating List Fields

In the example below the Origin field is a List type field with four possible values. A request passes the name of the field, Origin, and a number representing the position of the value in the list, counting from 1. For example, the value Phone is in the second position in the list, so the value passed to change the Origin field to Phone is 2.
Warning: Changing the order of field drop-down list values by re-sequencing them or by entering a new value in the middle of the list will change the value selected by the UpdateTicket operation. Ensure users are aware of this integration constraint before changes are made to Edit Fields field values.

Closing a Ticket
Updating a ticket can include closing a submitted MonitorTicketID by updating the Status field with a value of 3, which represents the third value in the Status field drop-down list. An example is shown below. Additional <TicketField> name/value elements could be added to the example below to update multiple fields.
<UpdateTicketRequest> <TicketID>1</TicketID> <TicketFields> <TicketField> <Name>Status</Name> <Value>3</Value> </TicketField> </TicketFields> <SessionID>13642146236194247244181221</SessionID> </UpdateTicketRequest>

Updating Other Types of Fields

The following other types of ticket fields can be updated: String - Can contain any text up to 500 characters in length. Best used to hold things like problem location or other variables that do not belong in the summary line. Integer - Can contain any positive or negative integer value. Number (nn.d) - A number that always shows one digit to the right of the decimal point. Number (nn.dd) - A number that always shows two digits to the right of the decimal point. Number (nn.ddd)- A number that always shows three digits to the right of the decimal point. Number (nn.dddd) - A number that always shows four digits to the right of the decimal point. AddNote - Adds a plain text note to the specified ticket.

API Web Services HideNote - Sets hidden property to the note being added. Fields being modified by the fields array write a hidden audit note to the ticket specified with field name, old value and new value. For example, ~API~ [CR] Status has changed from Open to Closed.

Returned Fields
A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Ticket Attachments
The API Web Service cannot be used to get or update ticket file attachments. Ticket file attachments are typically located in C:\Kaseya\WebPages\ManagedFiles directory of the KServer. API developers are responsible for writing code to place attachment files in this directory before making Web Service API calls that reference these attachments.

UpdateUser
Updates user information. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Hashing Algorithm
With release 6.2, K2 has adopted the SHA-256 hashing algorithm for secure authentications. Previously the standard was SHA-1. See the Changing Passwords Used by External Applications (page 407) topic of System online help for a general introduction to this enhancement. A newly created or reset password is hashed using SHA-256. Legacy passwords that have not been reset continue to require SHA-1. The HashingAlgorithm parameter in Authenticate defaults to SHA-1, if left blank. The Sample API C# Application (page 525) and Sample API ASP Page (page 526) provide an option to switch the hashing algorithm between SHA1 and SHA-256. VSA passwords can only be reset using the VSA application, not by the API.
Warning: Changing a password used by a legacy external application will disable the integration until either the external application is updated to use the required SHA-256 hashing algorithm or a new SHA-1 credential is created and implemented. Ensure passwords used by external applications are not changed before the update is implemented. See Creating a New SHA-1 Credential for a Legacy External Application below.

Best Practices
To ensure a smooth migration from prior releases to this release, Kaseya recommends web services API client code be written or modified to attempt authentication using SHA-256 first, then SHA-1 second, in succession. This will ensure that the client code will be compatible with passwords created under current and prior versions of the VSA.

564

1. Set the HashingAlgorithm parameter in the Authenticate request to SHA-256. Ensure the password is hashed using SHA-256. Issue the Authenticate request. Check to see if a valid session ID was returned. Authentication is successful if the SessionID parameter returns a non-zero value and the ErrorMessage parameter is blank. Authentication is not successful if the SessionID parameter returns a zero value. Perform step 2. 2. Set the HashingAlgorithm parameter to SHA-1. Rehash the password value using SHA-1. Re-issue the Authenticate request. Check to see if a valid session ID was returned.

Agent Procedure API Web Service

In This Section
Enabling the Agent Procedure API Web Service Agent Procedure API Web Service - Operations 565 565

Enabling the Agent Procedure API Web Service

See the VSA API Web Service (page 523) online help or user guide for a general introduction to the Kaseya API. To enable the Agent Procedure API Web Service: Display the System > Configure page in the VSA. Check the Enable VSA API Web Service checkbox. Access the Agent Procedure API web service using http://<your-KServer>/vsaWS/AgentProcWS.asmx

Agent Procedure API Web Service - Operations

The following operations can be performed using the Agent Procedure API Web Service.

AddScriptAssignment
Adds a scriptAssignment row to perform a RunNow script execution. The authenticated user must have view access to the script and the current role must be allowed the Enable Scheduling function. A single record of the following field is returned.
ScriptAssignmentId int A unique identifier for a row in the scriptAssignmentTable, representing the combination of an agentGUID and a scriptID.

AddScriptPrompt
Adds agent procedure prompt variables to an agent procedure. Scripts that prompt for variables at schedule time store the values in a table. These variables are unique for each scheduled instance of the script (not the script). This allows different people to schedule the same script using different variable values. The authenticated user must have view access to the agent procedure to which prompts are being added. A single record of the following field is returned.
AddScriptPromptResult There is no response other than an error message, if applicable.

API Web Services

Echo
Test Method for connectivity test and benchmarking. Does not require Authentication. Returns the submitted string. A single record of the following field is returned.
Echo string This value should match the input included in the request.

EchoMt
Test method for connectivity test and benchmarking into the middle-tier. Requires authentication. Returns the submitted string. Returns back (echoes) the submitted payload string. A single record of the following fields is returned.
Payload Method TransactionID ErrorMessage ErrorLocation string string decimal string string The string submitted with the request. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetScriptAssignmentId
Gets the scriptAssignmentId for a scriptId/agentGuid combination. A single record of the following field is returned.
ScriptAssignmentId int A unique identifier for a row in the scriptAssignmentTable, representing the combination of an agentGUID and a scriptID.

GetScriptIdFromScriptName
Returns an array of script objects with basic information about all scripts with the requests name. Only scripts with view access for the authenticated user are returned. A single record of the following fields are returned.
ScriptId ScriptName TreePath int string string Unique identifier of the script. Name of the script. Location of the script in the folder tree.

Monitoring API Web Service

In This Section
Enabling the Monitoring API Web Service Monitoring API Web Service - Operations 567 567

566

Enabling the Monitoring API Web Service

See the VSA API Web Service (page 523) online help or user guide for a general introduction to the Kaseya API. To enable the Monitoring API Web Service: Display the System > Configure page in the VSA. Check the Enable VSA API Web Service checkbox. Access the Monitoring API web service using http://<your-KServer>/vsaWS/monitoringWS.asmx

Monitoring API Web Service - Operations

The following operations can be performed using the Monitoring API Web Service.

AssignEventAlertToMachine
Assigns an event alert to a machine. A single record of the following fields is returned.
NewId Method TransactionID ErrorMessage ErrorLocation int string decimal string string A unique identifier of the event alert. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AssignEventLogMachineSettings
Assigns event log settings to a machine. A single record of the following fields is returned.
NewId Method TransactionID ErrorMessage ErrorLocation int string decimal string string A unique identifier of the event log setting assignment. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

CreateEventSet
Create a new event set. Returns the new event set ID. A single record of the following fields is returned.
NewId Method TransactionID ErrorMessage ErrorLocation int string decimal string string A unique identifier of the new event set. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

CreateEventSetDefinition
Creates an event set definition. A single record of the following fields is returned.
NewId Method TransactionID ErrorMessage ErrorLocation int string decimal string string A unique identifier of the new event set definition. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteAllEventAlertsFromMachine
Deletes all event alerts assigned to a machine. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteAllEventLogMachineSettings
Deletes all windows event log machine settings assigned to a machine. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteEventAlertFromMachine
Deletes specific event alert from machine, by event log type and category. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteEventLogMachineSettings
Deletes windows event log machine settings assigned to a machine, by event log type. A single record of the following fields is returned.
Method string The operation that requested this response.

568

TransactionID ErrorMessage ErrorLocation

decimal string string

The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteEventSet
Deletes an event set and all of its definitions. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

DeleteEventSetDefinition
Deletes an event set definition by event set definition ID. A single record of the following fields is returned.
Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetEventAlertList
Gets alert events assigned to a machine. Multiple records of the following fields are returned.
AgentGuid AlertEmail EventLogTypeId decimal string int A unique identifier for a machine ID.group ID account and its corresponding agent. Email addresses an alert email is sent to. Unique id number associated with this event log. For example: Application -> 796450521 DNS Server -> 1208407329 Security -> 1664713117 System -> 1380569194 When the event log type is pulled from a windows machine, if it doesnt exist it will be created in this table with a unique Id. This Id will be the same across all systems, this is accomplished by using the name in the creation of the Id. 1 - Error 2 - Warning 4 - Informational 8 - Success Audit 16 - Failure Audit 256 - Critical 512 - Verbose A unique identifier of the event set.

EventLogCategoryValue

int

EventSetId

int

API Web Services

AgentProcedureId AgentProcedureMachGuid CreateTicket SendEmail CreateAlarm CriteriaType int decimal boolean boolean boolean int Unique identifier of agent procedure to run if an alert is created. 0 or null = do not run a script The unique identifier of the machine the agent procedure is run on. If true, a ticket is created if an alert is created. If true, email is sent if an alert is created. If true, an alarm is created if an alert is created. The criteria to meet to trigger an alert. 0, null = single event 1 = multiple events for duration 2 = missing event for duration. Number of events to occur before an alert is triggered Number of seconds to wait before an alert is triggered. Number of seconds to wait after an alert has occurred before a new alert is triggered for the same criteria.

EventCount AlarmDurationSecs AlarmRearmSec

int int int

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetEventLogMachineSettingsList
Returns event log settings for a specific machine. Multiple records of the following fields are returned.
MachineName AgentGuid EventLogTypeId string decimal int Full machine name. Everything to the left of the left most decimal point is the machine name. A unique identifier for a machine ID.group ID account and its corresponding agent. Unique id number associated with this event log. For example: Application -> 796450521 DNS Server -> 1208407329 Security -> 1664713117 System -> 1380569194 When the event log type is pulled from a windows machine, if it doesnt exist it will be created in this table with a unique Id. This Id will be the same across all systems, this is accomplished by using the name in the creation of the Id. The event log type name. Value determining the types of events to pull from the event log. Stored as a bitmap with the following weights: 1 error 2 warning 4 info 8 success audit 16 failure audit 256 critical 512 verbose

EventLogName EventAssignValue

string int

A single record of the following fields is returned.

570

Method TransactionID ErrorMessage ErrorLocation

string decimal string string

The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetEventSetDefinitionList
Returns an event set definition. Multiple records of the following fields are returned.
EventSetId Ignore Source Category EventId UserName Description EventSetDefId int int string string int string string int A unique identifier of the event set. 0,null to apply these filter settings using LIKE 1 to apply these filter settings using NOT LIKE Filter used to match the event log source field. Filter used to match the event log category field. Filter used to match the event log event ID field. Filter used to match the event log username field. Filter used to match the event log description field. A unique identifier of the event set definition.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetEventSetList
Returns a list of event sets. Multiple records of the following fields are returned.
SetName EventSetId string int The name of the event set. A unique identifier of the event set.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

KSD API Web Service

In This Section
Enabling KSD API Web Service KSD API Web Service Data Types KSD API Web Service - Operations 572 572 578

API Web Services Sample Messages 582

Enabling KSD API Web Service

See the VSA API Web Service online help or user guide for a general introduction to the Kaseya API. To enable the KSD API Web Service: Display the System > Configure page in the VSA. Check the Enable VSA API Web Service checkbox. Access the KSD API web service using http://<your-KServer>/vsaWS/vsaServiceDeskWS.asmx

KSD API Web Service Data Types

The following are the major data types used in the KSD API Web Service. These data types are defined in the XML schema document in the XML\Schemas\ServiceDesk\ServiceDeskDefinition.xsd file located in the directory where the Kaseya software is installed.
Note: In the descriptions that follow, where the name says (content) that means the value is the content of the element.

Legend
A - AddIncident G - GetIncident L - ListIncidents U - UpdateIncident

RefItem
The RefItem describes an item that is a reference item in the service desk. These have an internal database ID value, an internal name, an optional description and the display value.
G G G G ref id description (content) string string string string The internal name of the item. This is usually prefixed by the service desk name and ||, such as Standard||Open. The internal database key for the item. The optional description for the item. The user readable form of the item.

CustomField
The CustomField describes the value of a custom field in an incident.
AGU AGU fieldName (content) string string The name of the field within the service desk. The value of the custom field.

Note
The Note describes a single note attached to a ticket.
G User string The name of the user that created the note.

572

G AG AG AG AG

Timestamp Text Hidden HoursWorked SuppressNotify

dateTime string boolean Decimal Boolean

The time the note was created. The content of the note. This may be HTML formatted, and may include references to attachments. True if the note should be hidden. The number of hours worked in this update of the ticket. True if notifications for this update should be suppressed.

Attachment
The Attachment describes a single attachment for the ticket.
A A A A A Name DisplayName FileName DocumentType Content string string string string Base64Binary A unique identifying string for this attachment. The name of the attachment as seen by the user. The original name of the file or URL. The MIME format of the attachment. The base 64 encoded content for the attachment.

RelatedIncident
The RelatedIncident is another incident that has been related to this current incident
AGU G G G IncidentNumb string er Summary Status Description string string string The unique identifier for the incident. The summary of the related incident. The user readable status of the related incident. The description field of the incident.

ServiceDeskDefinition
The following ServiceDeskDefinition elements returned describe the desk definition used to edit the ticket. This provides each of the possible values for each field in the ticket. A single record of the following elements returned.
ServiceDeskDefinition Name Description RequireTime DisplayMachineInfo RequireMachineInfo DisplayOrgInfo RequireOrgInfo DisplayCI RequireCI AllAdmins AutoStartClock id="decimal" string string boolean boolean boolean boolean boolean boolean boolean boolean boolean A unique identifier. The name of the desk definition. A brief description of the desk definition. If true, entering hours worked is required. If true, machine lookup field is displayed. If true, machine lookup association is required. If true, organization lookup field is displayed. If true, organization lookup association is required. obsolete obsolete obsolete If true, a clock is automatically started when the user starts to edit the ticket.

API Web Services

AutoSaveClock AutoInsertNote AutoInsertNoteHidden NeedStatusNote SDPrefix DefaultStatus DefaultStage DefaultPriority DefaultSeverity DefaultResolution DefaultCategory DefaultSubCategory DefaultServiceDesk TemplateName TemplateType SequenceName EditingTemplate ShowNotesPane ShowWorkOrders ShowSessionTimers ShowTasks EstimatedHours ActualHours EmailReader Administrator DefaultPolicy Status Priority Severity Resolution TaskStatus Categories boolean boolean boolean boolean string decimal decimal decimal decimal decimal decimal decimal boolean string int string string boolean boolean boolean boolean double double string string string RefItem RefItem RefItem RefItem RefItem RefItem If true, when the ticket is saved, the difference between the current time and the start time is entered as the Hours Worked. If true, notes are automatically added to each ticket for the changes made to the ticket. If true, automatically generated notes are made hidden. obsolete The prefix code added to the beginning of the ticket ID. Default status value. Refers to one of the elements with the matching id attribute in the Status section. Default stage value. Refers to one of the elements with the matching id attribute in the Stage section. Default priority value. Refers to one of the elements with the matching id attribute in the Priority section. Default severity value. Refers to one of the elements with the matching id attribute in the Severity section. Default resolution value. Refers to one of the elements with the matching id attribute in the Resolution section. Default category value. Refers to one of the elements with the matching id attribute in the Category section. Obsolete If true, this is the default service desk, the first one selected when creating new tickets. The template file used to initially create the service desk. Not used otherwise. The type of service desk: 1=ticket, 3=knowledge base. For internal development use only. The name of the form used to edit tickets for the service desk. If true, notes pane displays in lower pane of Tickets table. If true, display work order and work order line in ticket editor. If true, display session timers in ticket editor. If true, display tasks tab and task related fields. Total number of hours worked estimated to resolve this ticket. Total number of hours entered to resolve this ticket. The email reader associated with the service desk. The user that is the "desk administrator" of the service desk. The desk administrator is notified of certain errors within the service desk. The default policy assigned to the desk. Returns a list of child elements of each Status value in the service desk. Returns a list of child elements of each Priority value in the service desk. Returns a list of child elements of each Severity value in the service desk. Returns a list of child elements of each Resolution value in the service desk. Returns a list of child elements of each TaskStatus value in the service desk. Returns a list of child elements of each Category value in the service desk. Each Category can include child SubCategory elements if they exist.

574

Stages

Returns a list of child elements of each Stage value in the service desk. Each Stage is identified by a Begin, Middle, or End stagetype attribute. Each stage has the following child elements:

Item - The name of the stage. Initialization - The Stage Entry procedure linked to the stage. Escalation - The Escalation procedure linked to the stage. Time and Units are specified as attributes. Goal - The Goal linked to the stage. The Goal procedure linked to the stage. Time and Units are specified as attributes. NextStage One of the next stages that this stage may transition to.
Participants CurrentContact RefItem The list of users as pools that may be assignees or owners for the service desk. Contact information about the user logged on during this transaction. If the user is associated with a staff record, then the CurrentContact information is culled from the staff record. If the currently logged on user is a machine user using Portal Access, then CurrentContact information is culled from the Home > Change Profile tab of Portal Access.

SubmitterTypes string

ContactName PhoneNumber Organization EmailAddress

Type of person submitting the ticket:

UNKNOWN PARTICIPANT - A participant is a VSA user. USER - Someone not known to VSA.
CustomFields Returns zero or more Field elements, each with the following hierarchy:

AccessRights

Caption - Screen caption. Title - Report title. Fieldname - Name of the field. FieldFormat - Data type. DefaultValue - Default value, if a List data type. Values - collection element, if a List data type.
Item - List item value.

Returns a hierarchy of child elements:

ViewHiddenNotes - true or false ChangeHiddenNotes - true or false Field Rights>Field Right - collection elements
FieldName - Name of the ticket field AccessType - Required, Edit, View Only, Hidden

NoteTemplates ChangeProcedure GoalProcedure string decimal

Returns a list of note templates, each representing standard text that can be added to ticket notes. The Change Ticket procedure associated with the service desk. The Goal procedure associated with the service desk.

time the amount of time for goal unit The units of time (content) the name of the goal procedure.
ResourceTypes TaskDefinitions AssocPolicies The list of resource types that can be assigned to a ticket. The list of task values that can be assigned to a task status. The list of policies that can be associated with a ticket.

API Web Services

Incident Summary
The IncidentSummary contains the basic description of a ticket.
AGLU GLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU GL GL GL GL AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU AGLU ServiceDeskName IncidentNumber Summary Description Status Priority Resolution Stage Severity Category SubCategory Policy CreateDateTime LastEditDateTime CloseDateTime OrgID OrganizationName Organization OrganizationStaffName OrganizationStaff OrganizationStaffEmail Machine MachineGuid MachineGroup MachineGroupGuid Submitter SubmitterEmail SubmitterPhone SubmitterType string string string string string string string string string string string string dateTime dateTime dateTime decimal string string string string string string decimal string decimal string string string string The name of the desk definition. The ticket identifier. The ticket summary text. The ticket description. text. The ref status of the ticket. The ref priority of the ticket. The ref resolution type of the ticket. The ref stage of the ticket. The ref severity of the ticket. The ref category of the ticket. The ref subcategory of the ticket. The policy of the ticket. The date time the ticket was created. The date time the ticket was last edited. The date time the ticket was closed. Unique identifier of the organization associated with the ticket. The organization name associated withe ticket. The organization ID associated with the ticket. The organization staff member name associated with the ticket. The organization staff member unique ID associated with the ticket. The email of the organization staff member associated with the ticket. The machine associated with the ticket. The GUID of the machine associated with the ticket. The machine group of the machine associated with the ticket. The GUID of the machine group associated with the the ticket. The name of the submitter who submitted the ticket. The email of the ticket submitter. The phone of the ticket submitter. Type of person submitting the ticket:

UNKNOWN PARTICIPANT - A participant is a VSA user. USER - Someone not known to VSA.
GL IsUnread boolean If true, the ticket has not been viewed by the currently logged on user.

Incident
The Incident is derived from the IncidentSummary and contains all of the fields of the IncidentSummary in addition to these fields.

576

G G G G AGU

IsParticipant IsClosed

boolean boolean

obsolete True if closed. Stage escalation date and time. Stage goal date and time. Owner of the ticket. obsolete Type of assignee:

CurrentStageEscalation dateTime DateTime CurrentGoalDateTime Owner Participant dateTime string string string

AGU

AssigneeType

UNKNOWN PARTICIPANT - individual assignee POOL - a pool of users

AGU AGU G G G AGU G G G Assignee AssigneeEmail ActualCompletionDate ExpectedCompletion Date ActualResolutionDate PromisedDate IsArchived IsError IsPoolAssignee ErrorMessage Notify G AGU G G G AGU CurrentStage ResolutionNote LockTime LockUser StageGoalTime Remaining SourceType string string dateTime dateTime dateTime dateTime boolean boolean boolean string boolean string string dateTime string int string Assignee name. Assignee email. obsolete Date time the ticket is or was expected to be closed, (the ticket goal due date). Date time a resolution type was set for the ticket. Date time promise date entered by the customer representative to resolve the ticket. True if ticket is archived. obsolete obsolete obsolete obsolete The current stage. Descriptive text entered with the resolution type. Date time the ticket was locked by opening the ticket for editing. User locking the ticket by opening the ticket for editing. The time remaining before the stage goal timer executes the goal procedure. Rrelevant when the stage goal has been paused. The source type, either a system event or email, that generated a ticket request.

OrgAddress/Address OrgAddress/Address OrgAddress/City OrgAddress/State string string string string

Email Backup KES Patch Monitor Alarm Portal ServiceDesk Other

Org address 1 Org address 2 Org city Org state

API Web Services

OrgAddress/Zip OrgAddress/Country AGLU AGU AGU AGU Field Notes Attachments RelatedIncidents StartDate EndDate UpdateTime FollowupDate CompletionDate ApprovalDate PromiseDate PercentCompletion TaskStatus ActualHours Resource Assignee EstimatedHours TotalHours PreviousStage string string Org zip Org address

CustomField Zero or more custom fields values Note Attachment Related Incident datetime datetime datetime datetime datetime datetime datetime int string double Resource string decimal decimal string Zero or more notes. Zero or more attachments Zero or more related incidents start date/time of the task end date/time of the task last date/time this task was updated date/time to followup on this task completion date/time of this task approval date/time of this task promise date/time for this task percent completion of this task status of this task total hours worked for this task Zero or more resources assignee assigned to this task Estimated total hours worked for this ticket. Actual hours worked for this ticket. PreviousStage of this ticket. Datetime work was performed on this ticket. Editing template used to edit this ticket.

WorkPerformedDateTim datetime e EditingTemplate GU ServiceDeskDefinition string ServiceDesk Definition

KSD API Web Service - Operations

The following operations can be performed using the KSD API Web Service.

AddIncident
The request is:
AddSDIncident SessionId Incident Decimal The content of the new incident to create. Only fields marked with an A in the first column can be set. The web service session ID.

A single record of the following fields is returned.

IncidentNumber IncidentID Method string decimal string The unique identifier of the ticket. The identifier of the ticket. The operation that requested this response.

578

TransactionID ErrorMessage ErrorLocation

decimal string string

The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

AddServDeskToScope
The request is:
servDeskName scopeName SessionId string string decimal The name of the service desk. The name of the scope. The web service session ID.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetIncident
Retrieves a single incident from the database. The request is:
IncidentRequest The incident to retrieve. This has the following fields:

IncidentNumber The ticket ID as seen by the user, such as STD000001 IncidentId The database ID of the ticket to retrieve. IncludeNotes true to include notes in the retrieved ticket IncludeDefinition true to include the desk definition in the response
SessionId Decimal The web service session ID.

A single record of the following fields is returned.

IncidentResponse Method TransactionID ErrorMessage ErrorLocation Incident string decimal string string The retrieved incident. The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetIncidentList
Retrieve a list of incidents matching the request criteria. The request is:
IncidentRequest The incident to retrieve. This has the following fields:

ServiceDeskName The name of the service desk to query. Status One or more status values to match. If no status values are supplied, then tickets are retrieved regardless of status. Priority One or more priority values to match. If no priority values are supplied, then tickets are retrieved regardless of

API Web Services priority. Stage One or more stage values to match. If no stage values are supplied, then tickets are retrieved regardless offstage. Summary a string or expression to search the summary of tickets. Organization The name or partial name of organizations to match. If not supplied, then tickets are retrieved for all organizations within the scope. OrganizationStaff The name of an organizational staff member. associated with tickets. If not supplied, then tickets are retrieved for all organizations within the scope. Machine The name of a machine to match. If not supplied, then tickets are retrieved for all machines within the scope. MachineGroup The name of a machine group to match. If not supplied, then tickets are retrieved for all machine groups within the scope. Assignee The name or partial name of assignees to match. If not supplied, then tickers are retrieved for all assignees within scope. StartingIncident When paging, this is the next incident number to retrieve. This value comes from the nextStartingIncident value of a previous GetIncidentList request. IncidentCount When present, specifies the number of incidents to retrieve. SortField When present, sorts the results on the field name.
SessionId Decimal The web service session ID.

The response is the following:

IncidentList The list of matching incidents. This has the following attributes and elements:

totalIncidents The total number of incidents that match the request. nextStartingIncident the Id of the next incident to retrieve. Incident zero or more incident matching the request criteria.
SessionId Decimal The web service session ID.

GetServiceDesk
Retrieves the definition of a service desk. This should be called prior to creating a user interface to allow the user to enter a ticket. The request is:
ServiceDeskDefinitionReq uest The service desk to retrieve. This has the following elements:

ServiceDeskName The name of the service desk to retrieve. ServiceDeskID the database of the service desk to retrieve. Should not be used.
Decimal The web service session ID.

SessionId

A single record of the following elements returned.

ServiceDeskDefinitionRes ServiceDeskDe The retrieved desk definition. ponse finition

580

Method TransactionID ErrorMessage ErrorLocation

string decimal string string

The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

GetServiceDesks
Multiple records of the following fields are returned, if applicable. The request is:
IsDefault ServiceDeskID ServiceDeskName boolean decimal string If true, the service desk is the default service desk. A unique identifier. The name of the service desk.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

Primitives
The following primitive Datatype operations are also provided. Each primitive operation uses the same xml contract as their corresponding multiple-columns operation. Each primitive returns a string value that requires subsequent processing. You are strongly discouraged from using these methods. Primitive
PrimitiveAddIncident PrimitiveAddServDeskToScope PrimitiveGetIncident PrimitiveGetIncidentList PrimitiveGetServiceDesk PrimitiveGetServiceDesks PrimitiveUpdateIncident

Result
PrimitiveAddIncidentResult PrimitiveAddServDeskToScopeResult PrimitiveGetIncidentResult PrimitiveGetIncidentListResult PrimitiveGetServiceDeskResult PrimitiveGetServiceDesksResult PrimitiveUpdateIncidentResult

Datatype
string string string string string string string

UpdateIncident
Updates a single incident in the database. The request is:
UpdateSDIncident SessionId Incident Decimal The incident to update. See the first column of the Incident data type for the fields that are valid on update. The web service session ID.

A single record of the following fields is returned.

Method TransactionID ErrorMessage ErrorLocation string decimal string string The operation that requested this response. The unique message ID for this message. If blank, no error was returned. If blank, no error was returned.

API Web Services

Sample Messages
Sample data is included in the following XMLs.

GetServiceDesks Request
<GetServiceDesks xmlns="vsaServiceDeskWS"> <req> <SessionID>62648424383576321292545755</SessionID> </req> </GetServiceDesks>

GetServiceDesks Response
<GetServiceDesksResponse xmlns="vsaServiceDeskWS"> <GetServiceDesksResult> <ServiceDesks> <ServiceDesk> <IsDefault>false</IsDefault> <ServiceDeskID>291273277175176</ServiceDeskID> <ServiceDeskName>KnowledgeBase</ServiceDeskName> </ServiceDesk> <ServiceDesk> <IsDefault>false</IsDefault> <ServiceDeskID>696191121914314</ServiceDeskID> <ServiceDeskName>Standard</ServiceDeskName> </ServiceDesk> </ServiceDesks> <Method>GetServiceDesks</Method> <TransactionID>144</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetServiceDesksResult> </GetServiceDesksResponse>

GetServiceDesk Request
<GetServiceDesk xmlns="vsaServiceDeskWS"> <req> <ServiceDeskDefinitionRequest> <ServiceDeskName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</ServiceDeskName > <ServiceDeskID xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">696191121914314</ServiceD eskID> </ServiceDeskDefinitionRequest> <SessionID>62648424383576321292545755</SessionID> </req> </GetServiceDesk>

GetServiceDesk Response
<GetServiceDeskResponse xmlns="vsaServiceDeskWS"> <GetServiceDeskResult> <ServiceDeskDefinitionResponse id="696191121914314"> <Name xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</Name> <Description xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard SD</Description> <RequireTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</RequireTime> <DisplayMachineInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</DisplayMachineInfo>

582

<RequireMachineInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</RequireMachineInfo > <DisplayOrgInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</DisplayOrgInfo> <RequireOrgInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</RequireOrgInfo> <DisplayCI xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</DisplayCI> <RequireCI xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</RequireCI> <AllAdmins xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AllAdmins> <AutoStartClock xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AutoStartClock> <AutoSaveClock xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</AutoSaveClock> <AutoInsertNote xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AutoInsertNote> <AutoInsertNoteHidden xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</AutoInsertNoteHidde n> <NeedStatusNote xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</NeedStatusNote> <SDPrefix xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD</SDPrefix> <DefaultStatus xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">218924116119912</DefaultS tatus> <DefaultStage xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">831768438118427</DefaultS tage> <DefaultPriority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">693719171716599</DefaultP riority> <DefaultSeverity xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultSeverity> <DefaultResolution xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultResolution> <DefaultCategory xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultCategory> <DefaultSubCategory xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultSubCategory> <DefaultServiceDesk xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</DefaultServiceDesk > <TemplateType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">1</TemplateType> <SequenceName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">SEQ129</SequenceName> <EditingTemplate xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Fixed_Width_Tabbed.xml</E ditingTemplate> <Status xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Item ref="Standard||AwaitingHardware" id="541491145218711">Awaiting Hardware</Item> <Item ref="Standard||AwaitingUserFeedback" id="281767467828324">Awaiting User Feedback</Item> <Item ref="Standard||Closed" id="989295147216226">Closed</Item> <Item ref="Standard||Escalated" id="551271771474242">Escalated</Item> <Item ref="Standard||Hold" id="172151822788151">Hold</Item> <Item ref="Standard||InProgress" id="111313126312233">In Progress</Item> <Item ref="Standard||New" id="218924116119912">New</Item> </Status> <Priority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Item ref="Standard||CriticalHigh" id="744512181719881">Critical High</Item> <Item ref="Standard||High" id="982525519923522">High</Item> <Item ref="Standard||Low" id="291721863176342">Low</Item> <Item ref="Standard||Medium" id="693719171716599">Medium</Item> <Item ref="Standard||Planning" id="176222131631332">Planning</Item> </Priority> <Severity xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">

API Web Services

<Item ref="Standard||CompanyWide(High)" id="315477225242249">Whole Company (High)</Item> <Item ref="Standard||MultipleUsers(Medium)" id="262164368749722">Multiple users (Medium)</Item> <Item ref="Standard||OneUser(Low)" id="917688316816914">Single User (Low)</Item> </Severity> <Resolution xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Item ref="Standard||AdviceGiven" id="498162732192611">Advice Given</Item> <Item ref="Standard||CannotDuplicate" id="262514419248621">Cannot Duplicate</Item> <Item ref="Standard||ClosedbyCustomerRequest" id="525192125718333">Closed by Customer Request</Item> <Item ref="Standard||HardwareReplaced" id="432262321578326">Hardware Replaced</Item> <Item ref="Standard||HotFixReleased" id="189239616133249">Hot Fix Released</Item> <Item ref="Standard||InstallationCompleted" id="139764799836252">Installation Completed</Item> <Item ref="Standard||NewSoftwareInstalled" id="521637923418319">New Software Installed</Item> <Item ref="Standard||Noresponsefromuser" id="115424612244857">No response from user</Item> <Item ref="Standard||OSReinstalled" id="531617444692623">OS Reinstalled</Item> <Item ref="Standard||Other" id="711261961631328">Other</Item> <Item ref="Standard||PassedtoSales" id="191482475814123">Passed to Sales</Item> <Item ref="Standard||Pendingscriptcleared" id="762515513181192">Pending script cleared</Item> <Item ref="Standard||ReapplySchema" id="525317525441497">Reapply Schema</Item> <Item ref="Standard||Reboot" id="832182442825238">Reboot</Item> <Item ref="Standard||ResolvedbyCustomer" id="243623591961272">Resolved by Customer</Item> <Item ref="Standard||ResolvedbyTechnition" id="423939164212169">Resolved</Item> <Item ref="Standard||SolvedwithKBarticle" id="272199179212412">Solved with KB article</Item> <Item ref="Standard||TrainingGiven" id="622224812237126">Training Given</Item> </Resolution> <Categories xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Category> <Item ref="Standard||Advice&amp;Guidance" id="161211171768212">Advice &amp; Guidance</Item> <SubCategory ref="Standard||Advice&amp;Guidance||General" id="561699795215782">General</SubCategory> </Category> <Category> <Item ref="Standard||Kaseya" id="641881726251641">Kaseya</Item> <SubCategory ref="Standard||Kaseya||AgentIcon" id="821781865922435">Agent Icon</SubCategory> <SubCategory ref="Standard||Kaseya||Alarm" id="481422361723261">Alarm</SubCategory> <SubCategory ref="Standard||Kaseya||ApplicationChanges" id="525187874623717">Application Changes</SubCategory> <SubCategory ref="Standard||Kaseya||Disk" id="919621482151882">Disk</SubCategory> <SubCategory ref="Standard||Kaseya||Eventlog" id="814714713317798">Eventlog</SubCategory> <SubCategory ref="Standard||Kaseya||GetFile" id="322618792314914">Get File</SubCategory> <SubCategory ref="Standard||Kaseya||Hardware" id="176166136238942">Hardware</SubCategory> <SubCategory ref="Standard||Kaseya||Lanwatch" id="214791394922624">Lanwatch</SubCategory> <SubCategory ref="Standard||Kaseya||Logon_Admin" id="943315515116292">Logon_Admin</SubCategory> <SubCategory ref="Standard||Kaseya||Logon_User" id="636613429245187">Logon_User</SubCategory> <SubCategory ref="Standard||Kaseya||NewAgent" id="557214511134217">New Agent</SubCategory> <SubCategory ref="Standard||Kaseya||Other" id="631281678197153">Other</SubCategory> <SubCategory ref="Standard||Kaseya||PatchManagement" id="462824113621914">Patch Management</SubCategory> <SubCategory ref="Standard||Kaseya||Procedure" id="274262311559714">Procedure</SubCategory> <SubCategory ref="Standard||Kaseya||RCDisabled" id="641624812335116">RC Disabled</SubCategory> <SubCategory ref="Standard||Kaseya||Script" id="471482131991414">Script</SubCategory>

584

<SubCategory ref="Standard||Kaseya||SystemOffline" id="113411182222324">System Offline</SubCategory> <SubCategory ref="Standard||Kaseya||SystemOnline" id="251814418923368">System Online</SubCategory> <SubCategory ref="Standard||Kaseya||Unidentified" id="617313577253122">Unidentified</SubCategory> </Category> <Category> <Item ref="Standard||Network" id="414766231875111">Network</Item> <SubCategory ref="Standard||Network||Connectivity" id="122145211361321">Connectivity</SubCategory> <SubCategory ref="Standard||Network||Design" id="495611529142242">Design</SubCategory> <SubCategory ref="Standard||Network||Firewall" id="812515316323522">Firewall</SubCategory> <SubCategory ref="Standard||Network||Other" id="946227769167531">Other</SubCategory> <SubCategory ref="Standard||Network||Performance" id="941891772111717">Performance</SubCategory> </Category> <Category> <Item ref="Standard||Printer" id="155243642251342">Printer</Item> <SubCategory ref="Standard||Printer||Other" id="341431321188813">Other</SubCategory> <SubCategory ref="Standard||Printer||PrinterProblem" id="851831547314111">Printer Problem</SubCategory> <SubCategory ref="Standard||Printer||PrinterSetup" id="619395216749723">Printer Setup</SubCategory> <SubCategory ref="Standard||Printer||Toner" id="161984536861723">Toner</SubCategory> </Category> <Category> <Item ref="Standard||ServiceRequest" id="541124124415221">Service Request</Item> <SubCategory ref="Standard||ServiceRequest||EquipmentMove" id="862712311517672">Equipment Move</SubCategory> <SubCategory ref="Standard||ServiceRequest||NewLaptop" id="266812518245792">New Laptop</SubCategory> <SubCategory ref="Standard||ServiceRequest||NewServer" id="322872913227349">New Server</SubCategory> <SubCategory ref="Standard||ServiceRequest||NewWorkstation" id="224115236352441">New Workstation</SubCategory> </Category> </Categories> <Stages xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Stage stageType="End"> <Item ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</Item> <Initialization>Standard Enters Closed</Initialization> </Stage> <Stage stageType="Begin"> <Item ref="Standard||Identified" id="831768438118427" description="New ticket is received">Identified</Item> <Initialization>Standard Enters Identified</Initialization> <Escalation time="15" unit="MINUTE">Incident is Escalated</Escalation> <Goal time="1" unit="HOUR">Identified Goal</Goal> <NextStage ref="Standard||Tier1" id="546812745461511" description="Tier 1 Support">Tier1</NextStage> </Stage> <Stage stageType="Middle"> <Item ref="Standard||Tier1" id="546812745461511" description="Tier 1 Support">Tier1</Item> <Initialization>Standard Enters Tier1</Initialization> <Escalation time="3" unit="HOUR">Incident is Escalated</Escalation> <Goal time="2" unit="HOUR">Tier1 Goal</Goal> <NextStage ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</NextStage> <NextStage ref="Standard||Tier2" id="318527191192719" description="Tier 2 Specialist Support">Tier2</NextStage> </Stage> <Stage stageType="Middle"> <Item ref="Standard||Tier2" id="318527191192719" description="Tier 2 Specialist Support">Tier2</Item> <Initialization>Standard Enters Tier2</Initialization> <Escalation time="3" unit="HOUR">Incident is Escalated</Escalation>

API Web Services

<Goal time="4" unit="HOUR">Tier2 Goal</Goal> <NextStage ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</NextStage> </Stage> </Stages> <Participants xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Participant ref="garyw" id="67511883639135112891416313" isPool="false">garyw</Participant> <Participant ref="jschenck" id="72381729521421633172123416" isPool="false">jschenck</Participant> <Participant ref="NickT" id="96171921315349923924634249" isPool="false">NickT</Participant> <Participant ref="Standard||SupportManager" id="654222596258293" isPool="true">SupportManager (Pool)</Participant> <Participant ref="Standard||Tier1Support" id="352161952139188" isPool="true">Tier1Support (Pool)</Participant> <Participant ref="Standard||Tier2Support" id="921522231318131" isPool="true">Tier2Support (Pool)</Participant> </Participants> <CustomFields xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Field id="221552971661261"> <Caption>Source</Caption> <Title>Source</Title> <FieldName>Source</FieldName> <FieldFormat>List</FieldFormat> <DefaultValue>Call</DefaultValue> <Values> <Item ref="Call" id="0">Call</Item> <Item ref="EMail" id="0">EMail</Item> <Item ref="Text" id="0">Text</Item> </Values> </Field> <Field id="818831117157241"> <Caption>Urgency</Caption> <Title>Urgency</Title> <FieldName>Urgency</FieldName> <FieldFormat>List</FieldFormat> <DefaultValue>Medium</DefaultValue> <Values> <Item ref="High" id="0">High</Item> <Item ref="Low" id="0">Low</Item> <Item ref="Medium" id="0">Medium</Item> </Values> </Field> <Field id="513119818455188"> <Caption>KB Article created</Caption> <Title>KB Article Created</Title> <FieldName>KB_Article</FieldName> <FieldFormat>List</FieldFormat> <DefaultValue>No</DefaultValue> <Values> <Item ref="No" id="0">No</Item> <Item ref="Yes" id="0">Yes</Item> </Values> </Field> <Field id="291214644251233"> <Caption>Dept</Caption> <Title>Department</Title> <FieldName>Dept</FieldName> <FieldFormat>List</FieldFormat> <DefaultValue>IT</DefaultValue> <Values> <Item ref="Accounting" id="0">Accounting</Item> <Item ref="Accounts Payable" id="0">Accounts Payable</Item> <Item ref="Facilities" id="0">Facilities</Item> <Item ref="HR" id="0">HR</Item> <Item ref="IT" id="0">IT</Item> <Item ref="Other" id="0">Other</Item> <Item ref="Payroll" id="0">Payroll</Item> <Item ref="Sales" id="0">Sales</Item> <Item ref="Telecom" id="0">Telecom</Item>

586

</Values> </Field> </CustomFields> <AccessRights xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <ViewHiddenNotes>true</ViewHiddenNotes> <ChangeHiddenNotes>true</ChangeHiddenNotes> <FieldRights> <FieldRight> <FieldName>ID</FieldName> <AccessType>Required</AccessType> </FieldRight> <FieldRight> <FieldName>Summary</FieldName> <AccessType>Required</AccessType> </FieldRight> <FieldRight> <FieldName>Description</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>CreationDtTm</FieldName> <AccessType>ViewOnly</AccessType> </FieldRight> <FieldRight> <FieldName>SubmitterName</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>SubmitterEmailAddr</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>ContactPhone</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>OrgName</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>OrgID</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>StaffID</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>ContactEmail</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>MachineID</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Note</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>ClosedDtTm</FieldName> <AccessType>ViewOnly</AccessType> </FieldRight> <FieldRight> <FieldName>PromiseDtTm</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>DueDtTm</FieldName> <AccessType>ViewOnly</AccessType> </FieldRight>

API Web Services

<FieldRight> <FieldName>ActualCompletedDate</FieldName> <AccessType>ViewOnly</AccessType> </FieldRight> <FieldRight> <FieldName>HiddenNote</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Owner</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>LockUser</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>EditDtTm</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>current_esc_datetime</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>current_goal_datetime</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>lockTime</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>sourceType</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Status</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Priority</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Severity</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Category</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>SubCategory</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Stage</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Resolution</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Assignee</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Source</FieldName> <AccessType>Edit</AccessType>

588

</FieldRight> <FieldRight> <FieldName>Urgency</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>KB_Article</FieldName> <AccessType>Edit</AccessType> </FieldRight> <FieldRight> <FieldName>Dept</FieldName> <AccessType>Edit</AccessType> </FieldRight> </FieldRights> </AccessRights> <NoteTemplates xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Item ref="My Note" id="196429316815241">My Note</Item> <Item ref="Note 2" id="167218821431219">Second note</Item> </NoteTemplates> <ChangeProcedure xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard is Changed</ChangeProcedure> <GoalProcedure time="1" unit="DAY" xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard Goal - All Stages</GoalProcedure> </ServiceDeskDefinitionResponse> <Method>GetServiceDesk</Method> <TransactionID>146</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetServiceDeskResult> </GetServiceDeskResponse>

GetIncidentList Request
<GetIncidentList xmlns="vsaServiceDeskWS"> <req> <IncidentListRequest> <ServiceDeskName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</ServiceDeskName > <IncidentCount xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">30</IncidentCount> </IncidentListRequest> <SessionID>62648424383576321292545755</SessionID> </req> </GetIncidentList>

GetIncidentList Response
<GetIncidentListResponse xmlns="vsaServiceDeskWS"> <GetIncidentListResult> <IncidentList> <Incident xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <ServiceDeskName>Standard</ServiceDeskName> <IncidentNumber>STD000001</IncidentNumber> <Summary>Getting Started with Service Desk PLEASE READ!</Summary> <Status>Closed</Status> <Priority>Low</Priority> <Stage>Closed</Stage> <Category>Advice &amp; Guidance</Category> <CreateDateTime>2010-02-05T17:07:21.55-08:00</CreateDateTime> <LastEditDateTime>2010-02-05T22:59:22.64-08:00</LastEditDateTime> <Submitter>Kaseya Support</Submitter> <SubmitterEmail>noreply@kaseya.com</SubmitterEmail> </Incident> </IncidentList> <Method>GetIncidentList</Method> <TransactionID>147</TransactionID> <ErrorMessage/>

API Web Services

<ErrorLocation/> </GetIncidentListResult> </GetIncidentListResponse>

GetIncident Request
<GetIncident xmlns="vsaServiceDeskWS"> <req> <IncidentRequest> <IncidentNumber xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD000001</IncidentNumber > <IncludeNotes xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</IncludeNotes> <IncludeDefinition xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</IncludeDefinition> </IncidentRequest> <SessionID>67223225114316912673490269</SessionID> </req> </GetIncident>

GetIncident Response
<GetIncidentResponse xmlns="vsaServiceDeskWS"> <GetIncidentResult> <IncidentResponse id="611922114996841"> <IncidentNumber xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD000001</IncidentNumber > <Summary xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Getting Started with Service Desk PLEASE READ!</Summary> <Description xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> &lt;p&gt;&lt;strong&gt;&lt;span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:blue'&gt;WELCOME TO SERVICE DESK&lt;/span&gt;&lt;/strong&gt;&lt;br/&gt; Your Service Desk module has been pre-configured with a template-driven Standard service desk, and a Knowledge Base desk. Only a few short customization steps are required to use these desks immediately. See &lt;a href="http://help.kaseya.com/WebHelp/EN/KSD/1000000/index.htm?toc.htm?5982.htm"&gt;Getting Started&lt;/a&gt; to quickstart your implementation of Service Desk. &lt;/p&gt; </Description> <Status xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Closed</Status> <Priority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Low</Priority> <Stage xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Closed</Stage> <Category xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Advice&amp;Guid ance</Category> <CreateDateTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-02-05T17:07:21.55-08 :00</CreateDateTime> <LastEditDateTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-02-05T22:59:22.64-08 :00</LastEditDateTime> <Submitter xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Kaseya Support</Submitter> <SubmitterEmail xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">noreply@kaseya.com</Submi tterEmail> <SubmitterType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">UNKNOWN</SubmitterType> <IsUnread xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</IsUnread> <IsParticipant xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsParticipant> <Owner xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">garyw</Owner>

590

<AssigneeType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">POOL</AssigneeType> <Assignee xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Tier1Support</Assignee> <ActualCompletionDate xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-02-05T22:59:29.28-08 :00</ActualCompletionDate> <ExpectedCompletionDate xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-02-06T17:07:22.283-0 8:00</ExpectedCompletionDate> <IsArchived xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsArchived> <IsError xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsError> <Notify xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</Notify> <SourceType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">ServiceDesk</SourceType> <CustomFields xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Field fieldName="Source">Text</Field> <Field fieldName="Urgency">Low</Field> <Field fieldName="KB_Article">No</Field> <Field fieldName="Dept">Sales</Field> </CustomFields> <Notes xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Note id="213494962391116"> <Timestamp>2010-02-05T22:59:25.127-08:00</Timestamp> <Text>Auto Generated Note:&lt;br/&gt; Ticket Changed&lt;br/&gt; 'currentStageGoalDateTime' cleared&lt;br/&gt;</Text> <Hidden>true</Hidden> </Note> <Note id="356934215185622"> <User>garyw</User> <Timestamp>2010-02-05T17:07:21.55-08:00</Timestamp> <Text>Auto Generated Note:&lt;br/&gt; Ticket Added&lt;br/&gt;</Text> <Hidden>true</Hidden> </Note> </Notes> </IncidentResponse> <Method>GetIncident</Method> <TransactionID>200</TransactionID> <ErrorMessage/> <ErrorLocation/> </GetIncidentResult> </GetIncidentResponse>

AddIncident Request
<AddIncident xmlns="vsaServiceDeskWS"> <req> <AddSDIncident> <ServiceDeskName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</ServiceDeskName > <Summary xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Test Ticket From Web Service</Summary> <Description xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">This ticket was created with the web service.</Description> <Status xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||New</Status> <Priority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Medium</Priorit y> <Category xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Network</Catego ry> <SubCategory xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Network||Connec tivity</SubCategory> </AddSDIncident>

API Web Services

<SessionID>67223225114316912673490269</SessionID> </req> </AddIncident>

AddIncident Response
<AddIncidentResponse xmlns="vsaServiceDeskWS"> <AddIncidentResult> <AddSDIncidentResponse> <IncidentNumber xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD000002</IncidentNumber > <IncidentID xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">249259141859248</Incident ID> </AddSDIncidentResponse> <Method>AddIncident</Method> <TransactionID>203</TransactionID> <ErrorMessage/> <ErrorLocation/> </AddIncidentResult> </AddIncidentResponse>

UpdateIncident Request
<UpdateIncident xmlns="vsaServiceDeskWS"> <req> <UpdateSDIncident id="249259141859248"> <ServiceDeskName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</ServiceDeskName > <IncidentNumber xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD000002</IncidentNumber > <Summary xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Test Ticket From Web Service</Summary> <Description xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">This ticket was created with the web service.</Description> <Status xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||InProgress</Sta tus> <Priority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Low</Priority> <Stage xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Identified</Sta ge> <Category xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Printer</Catego ry> <SubCategory xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard||Printer||Printe rProblem</SubCategory> <CreateDateTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-03-10T21:07:31.923-0 8:00</CreateDateTime> <LastEditDateTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-03-10T21:07:31.923-0 8:00</LastEditDateTime> <Submitter xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">garyw</Submitter> <SubmitterType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">UNKNOWN</SubmitterType> <IsUnread xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</IsUnread> <IsParticipant xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsParticipant> <CurrentStageEscalationDateTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-03-10T21:22:43.063-0 8:00</CurrentStageEscalationDateTime> <CurrentGoalDateTime

592

xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-03-10T22:07:43.077-0 8:00</CurrentGoalDateTime> <Owner xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">garyw</Owner> <AssigneeType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">POOL</AssigneeType> <Assignee xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Tier1Support</Assignee> <ExpectedCompletionDate xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">2010-03-11T21:07:43.077-0 8:00</ExpectedCompletionDate> <IsArchived xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsArchived> <IsError xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</IsError> <Notify xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</Notify> <Notes xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd"> <Note id="281273717819319"> <User>garyw</User> <Timestamp>2010-03-10T21:07:31.923-08:00</Timestamp> <Text>Auto Generated Note:&lt;br/&gt; Ticket Added&lt;br/&gt;</Text> <Hidden>true</Hidden> </Note> </Notes> </UpdateSDIncident> </req> </UpdateIncident>

UpdateIncident Response
<UpdateIncidentResponse xmlns="vsaServiceDeskWS"> <UpdateIncidentResult> <Method>UpdateIncident</Method> <TransactionID>205</TransactionID> <ErrorMessage/> <ErrorLocation/> </UpdateIncidentResult> </UpdateIncidentResponse>

API Web Services

About Kaseya
Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya's IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya's technology is licensed on over three million machines worldwide.

Copyright 2000-2012 Kaseya International Limited. All Rights Reserved.

594

Glossary of Terms

Glossary of Terms
Active Directory
Active Directory is a directory service used to store information about the network resources across a domain. Its main purpose is to provide central authentication and authorization services for Windows based computers. An Active Directory structure is a hierarchical framework of objects. The objects fall into three broad categories: resources (e.g. printers), services (e.g. email) and users (user accounts and groups). The AD provides information on the objects, organizes the objects, controls access and sets security. The VSA can reference information stored in Active Directory during a LAN Watch (page 603). Subsequently, agents can be automatically installed on machines using View AD Computers (page 64). Using View AD Users (page 66), agents can be automatically installed on each machine a AD user logs onto. Also the latest user contact information can be extracted from Active Directory and applied to the machine ID an AD user is currently logged onto. This provides VSA users with up-to-date contact information automatically.

Agent Menu
The set of options that display when the user right-clicks the agent (page 596) icon in the system tray (on page 612) of the managed machine. The agent menu can be customized (page 73).

Agent Settings
To provide both flexibility and automation, the VSA enables you to specify different values for the following types of agent settings on a per machine basis: Credential (page 82) Agent Menu (page 73) Check-in Control (page 75) Working Directory (page 78) Logs (page 36) Machine Profile - Refers to settings in Audit > Edit Profile (page 79). View Collections (page 600) Portal Access (page 81) Remote Control Policy (page 366) Patch Settings (page 607) Patch File Source (page 344) Patch Policy Memberships (page 331) Fixed Alerts - These all the alert types on the Monitor > Alerts (page 222) page except for Event Log alerts and System alerts. Event Log Alerts (page 222) Monitor Sets (page 207) Distribute Files (page 128) Protection Agent Procedure Schedules

Agent Time Scheduling

With agent time scheduling, the system clock used by the agent machine determines when that scheduled task occurs. Scheduling the same task for 10 machines all on Tuesday, at 2:00 PM, will

595

Glossary of Terms occur whenever 2:00 PM on Tuesday, local time, occurs for each machine, as determined each machine's system clock. Applies to audit scheduling and agent procedure schedule only. A global default to use either server time or agent time scheduling is provided using the new System > Server Management > Default Settings (page 429) page.

Agents
The VSA manages machines by installing a software client called an agent on a managed machine. The agent is a system service that does not require the user to be logged on for the agent to function and does not require a reboot for the agent to be installed. The agent is configurable and can be totally invisible to the user. The sole purpose of the agent is to carry out the tasks requested by the VSA user. Once installed: An agent iconfor example the agent icondisplays in the system tray of the managed machine. Agent icons (page 25) can be custom images or removed altogether. Each installed agent is assigned a unique VSA machine ID / group ID / organization ID (page 604). Machine IDs can be created automatically at agent install time or individually prior to agent installation. Each installed agent uses up one of the available agent licenses purchased by the service provider. Agents are typically installed using packages created using Agent > Deploy Agents (page 39) inside the VSA. Multiple agents (page 46) can be installed on the same machine, each pointing to a different server. A check-in icon (page 16) displays next to each machine ID in the VSA, displaying the overall status of the managed machine. For example, the check-in icon indicates an agent is online and the user is currently logged on. Clicking a check-in icon displays a single machine interface for the managed machine called Live Connect (page 17). Live Connect provides instant access to comprehensive data and tools you need to work on that one machine. Hovering the cursor over a check-in icon displays an agent quick view window (page 389) immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent quick view window.

Agents - Linux
Linux agents support the following functions: Agent procedures Latest audits, baselines audits and system audits Remote control and FTP with VNC Reset Password LAN Watch and Install Agents - See Installing Linux Agents (page 48). Site Customization - The Agent Icons tab now includes a set of icons for Linux agents you can customize. Only non-plug-in specific items are accessible via a Linux-based Browser or when browsing to Linux agent machine. This is the following: Live Connect - Only non-plug-in specific items are accessible via a Linux-based browser or when browsing to a Linux agent machine. Supported menu options include: Home Agent Data Audit Information Ticketing (or Service Desk Ticketing) Chat Video Chat 596

Glossary of Terms See System Requirements.

Agents - Macintosh
Macintosh agents support the following functions: Audits - selected hardware and software attributes Agent procedures Remote Control FTP Reset Password Task Manager Live Connect including Desktop Access. On Mac Leopard (Intel), you can use Desktop Access in Live Connect to remote control a Windows system using Firefox or Safari. On Windows using any of our supported browsers you can use Desktop Access to remote control a Mac Leopard (Intel) system. Does not include a thumbnail preview image of the desktop in Live Connect. LAN Watch / Install Agents Supported monitoring: SNMP monitoring Process monitoring in monitor sets See System Requirements.

Alarm
In graphical displays throughout the VSA, when an alarm condition (page 597) exists, the VSA displays, by default, a red traffic light icon. If no alarm condition exists, a green traffic light icon displays. These icons can be customized. Alarms, and other types of responses (page 599), are enabled using the following pages: Agent > LAN Watch (page 57) Backup > Backup Alerts Monitor > Alerts (page 222) Monitor > Assign Monitoring (page 264) Monitor > SNMP Traps Alert (page 260) Monitor > Assign SNMP (page 279) Monitor > System Checks (page 271) Monitor > Parser Summary (page 291) Monitor > Assign Parser Sets (page 300) Patch Management > Patch Alerts (page 346) Remote Control > Offsite Alerts Security > Apply Alarm Sets

Alarm Condition
An alarm condition exists when a machine's performance succeeds or fails to meet a pre-defined criteria.

Alarms - Suspending
The Suspend Alarms page suppresses alarms (page 597) for specified time periods, including recurring time periods. This allows upgrade and maintenance activity to take place without generating alarms. When alarms are suspended for a machine ID, the agent still collects data, but does not generate corresponding alarms.

597

Glossary of Terms

Alert
Alerts are responses to alarm conditions (page 597). This differs from an audit (page 599), which simply collects selected data for reference purposes without regard to any criteria. Alerts have two meanings, generic and specific:

Generic Alerts
Typically there are four types of alert responses to an alarm condition: Create Alarm Create Ticket Run Procedure Email Recipients Defining an alert sets the ATSE response code (page 599) for that machine ID or SNMP device. Alerts are defined using: Monitor > Alerts (page 222) Monitor > Assign Monitoring (page 264) Monitor > Assign SNMP (page 279) Monitor > System Checks (page 271) Monitor > Parser Summary (page 291) Monitor > Assign Parser Sets (page 300) Patch Management > Patch Alerts (page 346) Remote Control > Offsite Alerts Backup > Backup Alerts Security > Apply Alarm Sets Agent > LAN Watch (page 57)

Specific Alerts
The Alerts page enables you to quickly define alerts for typical alarm conditions (page 597) found in an IT environment. For example, low disk space is frequently a problem on managed machines. Selecting the Low Disk type of alarm displays a single additional field that lets you define the % free space threshold. Once defined, you can apply this alarm immediately to any machine ID displayed on the Alerts page and specify the response to the alarm.

Alert Types
Alerts are one of several monitor types (page 606). 1 - Admin account disabled 2 - Get File change alert 3 - New Agent checked in for the first time 4 - Application has been installed or deleted 5 - Agent Procedure failure detected 6 - NT Event Log error detected 7 - KServer stopped 8 - Protection violation detected. 9 - PCI configuration has been changed 10 - Disk drive configuration change 11 - RAM size changed. 12 - Test email sent by serverInfo.asp 13 - Scheduled report completed 14 - LAN Watch alert type 15 - agent offline 16 - low on disk space 17 - disabled remote control 18 - agent online 598

Glossary of Terms 19 - new patch found 20 - patch path missing 21 - patch install failed 23 - Backup Alert

ATSE Response Code

Creating an alarm represents one of three ways to notify users of an alarm condition. The other two ways are to send an email or to create a ticket. In addition, alarm conditions can run an agent procedure to automatically respond to the alarm condition. These four types of responses are called the ATSE response code. Whether assigned to a machine ID, a group ID, or an SNMP device, the designation indicates which types of responses are active for the alarm condition defined. A = Create Alarm T = Create Ticket S = Run Agent Procedure E = Email Recipients None of the ATSE responses are required. The alarm condition and the ATSE responses, including no response, is reported in the Info Center > Monitor - Monitor Action Log (page 167) report. The same ATSE design applies to all methods of monitoring provided by the VSA.

Audit
Agents (page 596) can be scheduled to automatically audit the hardware and software configurations of their managed machines on a recurring basis. Agents report the information back to the KServer so you can access it using the VSA even when managed machines are powered down. Audits enable you to examine configurations before they develop into serious problems. The system maintains three types of audits for each machine ID: Baseline audit - The configuration of the system in its original state. Typically a baseline audit is performed when a system is first set up. Latest audit - The configuration of the system as of the last audit. Once per day is recommended. System Info - All DMI / SMBIOS data of the system as of the last system info audit. This data seldom changes and typically only needs to be run once. The VSA detects changes in a machines's configuration by comparing the latest audit to the baseline audit. The latest audit record is stored for as many days as you specify. Most of the agent and managed machine data displayed by function pages and Info Center > Reports (page 149) are based on the latest audit. The Machine Changes report compares a machine ID's latest audit to a baseline audit. Two alert (page 222) types specifically address changes between a baseline audit and the latest audit: Application Changes and Hardware Changes.

Auto Learn Monitor Sets

You can enable Auto Learn alarm thresholds for any standard monitor set you assign to selected machine IDs. This automatically fine-tunes alarm thresholds based on actual performance data on a per machine basis. Each assigned machine collects performance data for a specified time period. During that time period no alarms are triggered. At the end of the auto learn session, the alarm threshold for each assigned machine is adjusted automatically based on the actual performance of the machine. You can manually adjust the alarm threshold values calculated by Auto Learn or run another session of Auto Learn again. Auto Learn cannot be used with individualized monitor sets.

Backup Sets
All files required for a full backup, including all incremental or differential backups, are saved together in a backup set.

Canonical Name
The primary name for an object in DNS. Each object can also have an unlimited number of aliases. 599

Glossary of Terms

Chat
Online chat is a text-based, instant messaging system. It is included with the KServer primarily to provide immediate technical support. VSA users can chat with machine users and/or chat with other VSA users currently logged on the same Kserver. VSA users can enable or disable the machine user's ability to initiate chat sessions with VSA users. Since Kaseya chats are relayed through the KServer, all chats are protected by the Kaseya 256 bit rolling encryption protocol.

Check-in Status
These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent quick view window (page 389). Online but waiting for first audit to complete Agent online Agent online and user currently logged on. Agent online and user currently logged on, but user not active for 10 minutes Agent is currently offline Agent has never checked in Agent is online but remote control has been disabled The agent has been suspended

Check-in: Full vs. Quick

A full check-in occurs when an agent completes the processing of any and all outstanding tasks assigned to it by the KServer. These tasks can include processing an agent procedure, posting cached log data, or refreshing the agent configuration file. A full check-in occurs if 24 hours elapses without a specific task requiring it. A quick check-in occurs when an account checks in at the configured check-in interval, indicating to the KServer that the managed machine is still online. This doesn't require the completion of all outstanding tasks. Some functions require a full check-in before an agent can begin processing a new task. For example, System > Naming Policy (page 401). You can force a full check-in by right-clicking the agent icon in the system tray of a managed machine and clicking the Refresh option.

Collection
Collections are a free-form selection of individual machine IDs within a view. It doesn't matter which groups the machine IDs belong to, so long as the VSA user is authorized to have access to those groups. This enables the VSA user to view and report on logical collections of related machine IDs, such as laptops, workstations, servers, MS Exchange Servers, etc. Collections are created using the Only show selected machine IDs checkbox in View Definitions (page 28). Save a view first before selecting machines IDs using this option. Once the view is saved, a <N> machines selected link displays to the right of this option. Click this link to display a Define Collection window, which allows you to create a view using a free-form selection of individual machine IDs.
Note: The Filter Aggregate Table (page 30) provides an alternate method of selecting machine IDs for a view definition, based on standard and user defined attributes.

Copy Settings and Templates

Machine ID templates (page 604) are initially used to create an agent install package using the template as the source to copy settings from. But even after agents are installed on managed machines, you'll need to update settings on existing machine ID accounts as your customer requirements change and your knowledge of the VSA grows. In this case use Agent > Copy Settings to copy these changes to any number of machines IDs you are authorized to access. Be sure to select Do Not Copy for any settings you do not want to overwrite. Use Add to copy settings without removing existing settings. Kaseya recommends making changes to a selected template first, then using that template as the source machine ID to copy changes from. This ensures that your machine ID templates remain the "master repositories" of all your agent settings and are ready to serve as the source of agent install packages

600

Glossary of Terms and existing machine ID accounts.

Credential
A credential is the logon name and password used to authenticate a user or process's access to a machine or network or some other resource. See Agent > Set Credentials (page 82).

Current VSA Time

The current time used by the KServer is displayed in System > Preferences (page 397).

Dashboard
The dashboard is a summary display of the status of the entire system. The dashboard's data is filtered by the machine ID / group ID filter (page 604). Navigation: Info Center > View Dashboard (page 183).

Dashboard List
The dashboard list is a summary display of the alarm statuses of all machines being monitored. The dashboard list's data is filtered by the machine ID / group ID filter (page 604). Navigation: Info Center > Dashboard List (page 191) or Monitor > Dashboard List.

Distribute File
The Distribute File function sends files stored on your VSA server to managed machines. It is ideal for mass distribution of configuration files, such as virus foot prints, or maintaining the latest version of executables on all machines. The VSA checks the integrity of the file every full check-in (page 600). If the file is ever deleted, corrupted, or an updated version is available on the VSA, the VSA sends down a new copy prior to any procedure execution. Use it in conjunction with recurring procedures to run batch commands on managed machines.

Event Logs
An event log service runs on Windows operating systems (Not available with Win9x). The event log service enables event log messages to be issued by Window based programs and components. These events are stored in event logs located on each machine. The event logs of managed machines can be stored in the KServer database, serve as the basis of alerts and reports, and be archived. Depending on the operating system, the event log types available include but are not limited to: Application log Security log System log Directory service log File Replication service log DNS server log The list of event types available to select can be updated using Monitoring > Update Lists by Scan (page 206). Windows events are further classified by the following event log categories: Error Warning Information Success Audit Failure Audit Critical - Applies only to Vista, Windows 7 and Windows Server 2008 Verbose - Applies only to Vista, Windows 7 and Windows Server 2008 Event logs are used or referenced by the following VSA pages: Monitor > Agent Logs (page 34) Monitor > Event Log Alerts (page 254) Monitor > Event Log Alerts > Edit Event Sets (page 258) 601

Glossary of Terms Monitor > Update Lists by Scan (page 206) Agent > Log History (page 36) Agent > Event Log Settings (page 37) Agent > Agent Logs (page 34) Reports > Logs (page 603) Live Connect (page 384) > Event Viewer Quick View (page 389) > Event Viewer System > Database Views > vNtEventLog (page 507)

Events Sets
Because the number of events in Windows events logs (page 601) is enormous the VSA uses a record type called an event set to filter an alarm condition. Event sets contain one or more conditions. Each condition contains filters for different fields in an event log entry. The fields are source, category, event ID, user, and description. An event log (page 601) entry has to match all the field filters of a condition to be considered a match. A field with an asterisk character (*) means any string, including a zero string, is considered a match. A match of any one of the conditions in an event set is sufficient to trigger an alert for any machine that event set is applied to. For details on how to configure event sets, see Monitor > Event Log Alerts > Edit Event Sets (page 258).

File Transfer Protocol (FTP)

File Transfer Protocol (FTP) is a commonly used protocol for exchanging files over any network that supports the TCP/IP protocol. The FTP server is the program on the target machine that listens on the network for connection requests from other computers. The FTP client is the program on the VSA user's local machine that initiates a connection to the server. The FTP client machine requires user access rights to the FTP server machine. It is included with the KServer primarily to provide immediate technical support. Once connected, the client can upload files to the server, download files from the server, rename or delete files on the server and so on. Any software company or individual programmer is able to create FTP server or client software because the protocol is an open standard. Virtually every computer platform supports the FTP protocol. Since Kaseya FTP sessions are relayed through the KServer, all FTP sessions are protected by the Kaseya 256 bit rolling encryption protocol.

Flood Detection
If 1000 eventsnot counting black list events (page 602)are uploaded to the KServer by an agent within one hour, further collection of events of that log type are stopped for the remainder of that hour. A new event is inserted into the event log to record that collection was suspended. At the end of the hour, collection automatically resumes. This prevents short term heavy loads from swamping your KServer. Alarm detection and processing operates regardless of whether collection is suspended.

Global Event Log Black Lists

Each agent processes all events, however events listed on a "black list" are not uploaded to the VSA server. There are two black lists. One is updated periodically by Kaseya and is named EvLogBlkList.xml. The second one, named EvLogBlkListEx.xml, can be maintained by the service provider and is not updated by Kaseya. Both are located in the \Kaseya\WebPages\ManagedFiles\VSAHiddenFiles directory. Alarm detection and processing operates regardless of whether entries are on the collection blacklist.

Group Alarms
Alert, system check, and log monitoring alarms are automatically assigned to a group alarm category. If an alarm is triggered, the group alarm it belongs to is triggered as well. The group alarm categories for monitor sets and SNMP sets are manually assigned when the sets are defined. Group alarms display in the Group Alarm Status (page 196) dashlet of the Monitor > Dashboard List page. You can create new groups using the Group Alarm Column Names tab in Monitor > Monitor Lists (page 204). Group alarm column names are assigned to monitor sets using Define Monitor Set (page 209).

602

Glossary of Terms

Host name
The text equivalent of an IP address. For example, the IP address 89.234.7.197 should resolve to the host name of www.kaseya.com.

Hotfix
Kaseya frequently posts hotfixes to correct small problems in the latest release. If the Enable automatic check box is checked in System > Configure (page 420), your VSA periodically checks for new only hotfixes at http://vsaupdate.kaseya.net. If any new hotfixes are available, the KServer automatically downloads and applies the hotfixes without any user interaction. The hotfix mechanism addresses minor issues only, typically either cosmetic typos, or ASP page errors. The KServer, agents, or database schema are never updated via hotfixes. Any changes affecting system operation go into full product updates that you approve before installing. Hotfixes just correct minor issues without having to wait for the release cycle.

ISO Image
An ISO image (.iso) is a disk image of an ISO 9660 file system. ISO 9660 is an international standard originally devised for storing data on CD-ROM. In addition to the data files that are contained in the ISO image, the ISO image also contains all the filesystem metadata, including boot code, structures, and attributes. All of this information is contained in a single file. CD writers typically provide the option of writing an ISO file as an image when writing to a CD.

LAN Watch
LAN Watch uses an existing VSA agent (page 596) on a managed machine to periodically scan the local area network for any and all new devices connected to that LAN since the last time LAN Watch ran. These new devices can be workstations and servers without agents or SNMP devices (page 609). Optionally, the VSA can send an alert (page 597) when a LAN Watch discovers any new device. LAN Watch effectively uses the agent as a proxy to scan a LAN behind a firewall that might not be accessible from a remote server.

Log Monitoring
The VSA is capable of monitoring data collected from many standard log files (page 603). Log Monitoring extends that capability by extracting data from the output of any text-based log file. Examples include application log files and syslog (page 611) files created for Unix, Linux, and Macintosh operating systems, and network devices such as Cisco routers. To avoid uploading all the data contained in these logs to the KServer database, Log Monitoring uses parser definitions and parser sets (page 607) to parse each log file and select only the data you're interested in. Parsed messages are displayed in Log Monitoring, which can be accessed using the Agent Logs tab of Live Connect (page 384) > Agent Data or the Machine Summary (page 137) page or by generating a report using the Agent > Logs - Log Monitoring (page 166) page. Users can optionally trigger alerts when a Log Monitoring record is generated, as defined using Assign Parsing Sets (page 300) or Parser Summary (page 291).

Logs
Logs collect event information about multiple systems, including the KServer. The different types of logs that can be generated are: Admin Notes - Lists user notes, sorted by user. Agent Log - Shows a list of activity associated with the Agent machine Agent. Start and stop times, .ini file changes, and other information is captured. The date and time of each activity is also noted. Agent Procedure Log - Shows a list of procedures executed on the selected agent machine. The date and time of each procedure execution is also noted, as well as whether it completed successfully or not. Alarm Log - List out all triggered alarms issued against the selected machine. Configuration Changes - Shows a log of changes made by a user to a managed machine's agent configuration. 603

Glossary of Terms Event Logs - Shows the event log (page 601) data collected by Windows. (Not available with Win9x) Log Monitoring - enables you to monitor the data generated by any text-based log. Monitor Action Log - The log of alarm conditions (page 597) that have occurred and the corresponding actions, if any, that have been taken in response to them. Network Statistics - Shows a list of applications that have accessed the network and the packet size of the information exchanged during the network access session. The time of the exchange is also listed. Remote Control Log - Lists successful remote controls sessions.

MAC address
The unique media access control (MAC) identifier assigned to network adapter cards (NICs).

Machine ID / Group ID / Organization ID

Each agent (page 596) installed on a managed machine is assigned a unique machine ID / group ID / organization ID. All machine IDs belong to a machine group ID and optionally a subgroup ID. All machine group IDs belong to an organization ID. An organization typically represents a single customer account. If an organization is small, it may have only one machine group containing all the machine IDs in that organization. A larger organization may have many machine groups and subgroups, usually organized by location or network. For example, the full identifier for an agent installed on a managed machine could be defined as jsmith.sales.chicago.acme. In this case sales is a subgroup ID within the chicago group ID within the organization ID called acme. In some places in the VSA, this hierarchy is displayed in reverse order. Each organization ID has a single default machine group ID called root. Group IDs and subgroup IDs are created using the System > Orgs/Group/Depts/Staff > Manage > Machine Groups (page 417) page.

Machine ID / Group ID filter

The Machine ID / Machine Group filter is available on all tabs and functions. It allows you to limit the machines displayed on all function pages. The View Definitions window lets you further refine a machine ID / machine group filter based on attributes contained on each machinefor example, the operating system type. Once filter parameters are specified, click the Apply button to apply filter settings to all function pages. By default, the Machine ID / Group ID filter displays all machine IDs in <All Groups> managed by the currently logged on VSA user.
Note: Even if a VSA user selects <All Groups>, only groups the VSA user is granted access to using System > User Security > Scopes (page 412) are displayed.

Machine ID Template
Machine ID template is a machine ID record without an agent. Since an agent never checks into a machine ID template account, it is not counted against your total license count. You can create as many machine ID templates as you want without additional cost. When an agent install package is created, the package's settings are typically copied from a selected machine ID template. Machine ID templates are usually created and configured for certain types of machine. Machine type examples include desktops, Autocad, QuickBooks, small business servers, Exchange servers, SQL Servers, etc. A corresponding install package can be created based on each machine ID template you define. Create machine ID templates using Agent > Create (page 50). Import a machine ID template using Agent > Import/Export (page 71). Base an agent install package on a machine ID template using Agent > Deploy Agents (page 39). Copy selected settings from machine ID templates to existing machine ID accounts using Agent > Copy Settings (page 70). Identify the total number of machine ID template accounts in your VSA using System > Statistics (page 433). Configure settings for the machine ID template using the standard VSA functions, just as you would a machine ID account with an agent. 604

Glossary of Terms Separate machine ID templates are recommended for Windows, Macintosh and Linux machines. Alternatively you can create a package that selects the appropriate OS automatically and copy settings from a template that includes an agent procedure that uses OS specific steps.

Machine IDs vs. Agents

When discussing agents it is helpful to distinguish between the machine ID / group ID / organization ID (page 604) and the agent (page 596). The machine ID / group ID / organization ID is the account name for a managed machine in the VSA database. The agent is the client software installed on the managed machine. A one-to-one relationship exists between the agent on a managed machine and its account name on the VSA. Tasks assigned to a machine ID by VSA users direct the agent's actions on the managed machine.

Machine Roles
The Machine Roles (page 408) page creates and deletes machine roles. Machine roles determine what machine users see when they use Portal Access (page 81)a version of Live Connect (page 384)from a machine with an agent. The Portal Access window displays when a machine user double-clicks the agent icon in the system tray of their managed machine.
Note: The User Roles page determines what VSA users see when they use Live Connect from within the VSA.

Within the Machine Roles page you can select: Members (page 411) - Assign or remove machines for a machine role. Access Rights (page 411) - Select the access rights for a machine role. Access rights determine the functions a machine user can access. Role Types (page 412) - Assign or remove role types for a machine role. Currently there is only one machine role type provided and no access rights are restricted.

Managed Machine
A monitored machine with an installed agent (page 596) and active machine ID / group ID (page 605) account on the KServer. Each managed machine uses up one agent license (page 429).

Master User / Standard User

A master user is a VSA user (page 612) that uses a Master user role and a Master scope. The Master user role provides user access to all functions throughout the VSA. The Master scope provides access to all scope data objects throughout the VSA. A Master user role can be used with a non-Master scope, but a Master scope cannot be used with a non-Master role. KServer management configuration and other specialized functions (page 408) can only be performed by Master role users. Master role users have an additional ability to take ownership of user-defined data objects. The term standard user is sometimes used to indicate a user that does not use a Master user role and a Master scope.

Migrating the KServer

For the latest instructions on migrating an existing KServer to a new machine see Moving the Kserver section in the latest Kserver installation and upgrade user guide (help.kaseya.com/WebHelp/EN/KServer-Install-Guide.asp).

Monitor Sets
A monitor set is a set of counter objects, counters, counter instances, services and processes used to monitor the performances of machines. Typically, a threshold is assigned to each object/instance/counter (page 608), service, or process in a monitor set. Alarms can be set to trigger if any of the thresholds in the monitor set are exceeded. A monitor set should be used as a logical set of things to monitor. A logical grouping, for example, could be to monitor all counters and services integral to running an Exchange Server. You can assign a monitor set to any machine that has an operating system of Windows 2000 or newer.

605

Glossary of Terms The general procedure for working with monitor sets is as follows: 1. Update monitor set counter objects, instances and counters by source machine ID using Monitor > Update Lists by Scan (page 206).
Note: You must run Update Lists by Scan (page 206) for each machine ID you assign a monitor set, to ensure a complete list of monitoring definitions exists on the VSA to monitor that machine.

2. Optionally update monitor set counter objects, instances and counters manually and review them using Monitor Lists (page 204). 3. Create and maintain monitor sets using Monitor > Monitor Sets (page 207). 4. Assign monitor sets to machine IDs using Monitor > Assign Monitoring (page 264). 5. Optionally customize standard monitor sets as individualized monitor sets. 6. Optionally customize standard monitor sets using Auto Learn. 7. Review monitor set results using: Monitor > Monitor Log (page 270) Monitor > Live Counter (page 203) Monitor > Dashboard > Network Status (page 196) Monitor > Dashboard > Group Alarm Status (page 196) Monitor > Dashboard > Monitoring Set Status (page 197) Info Center > Reports > Monitor > Monitor Set Report Info Center > Reports > Monitor > Monitor Action Log

Monitor Types
0 - Counter 1 - Service 2 - Process 3 - SNMP 4 - Alert - Alerts are further classified using alert types (page 598). 5 - System Check 6 - EPS 7 - Log Monitoring

myOrg
myOrg is the organization (page 606) of the service provider using the VSA. All other organizations in the VSA are second party organizations doing business with myOrg. The default name of myOrg, called My Organization, should be renamed to match the service provider's company or organization name. This name displays at the top of various reports to brand the report. Agents installed to internally managed machines can be assigned to this organization. VSA user logons are typically associated with staff records in the myOrg organization.

On Premises
An on premises hardware/software installation of the VSA is a maintained by a service provider and typically used only by the service provider. See Software as a Service (SaaS) (page 611).

Org
The VSA supports three different kinds of business relationships: Organizations - Supports machine groups and manages machines using agents. Customers - Supports the billing of customers using Service Billing. Vendors - Supports the procurement of materials using Service Billing. The Org table is a support table shared by organizations, customers and vendors. Each record in the Org table is identified by a unique orgID. The Org table contains basic information you'd generally need to maintain about any kind of business relationship: mailing address, primary phone number, 606

Glossary of Terms duns number, yearly revenue, etc. Because the Org table is shared, you can easily convert: A customer into an organization or vendor. A vendor into an organization or customer. An organization into a customer or vendor.
Note: myOrg (page 606) is the organization of the service provider using the VSA.

Packager
The Packager is a wizard tool used to create a package when a pre-defined install solution cannot be used. Packager evaluates the state of a source machine before and after an installation and/or resource change. The Packager compiles the differences into a single executable filethe packagethat can be distributed via agent procedures to any managed machine. Distribute a package any way you choose. You can email it, or store it on a server where a custom procedure (page 94) can perform a silent installation on any managed machine.

Parser Definitions and Parser Sets

When configuring Log Monitoring (page 603) it's helpful to distinguish between two kinds of configuration records: parser definitions and parser sets. A parser definition is used to: Locate the log file being parsed. Select log data based on the log data's format, as specified by a template. Populate parameters with log data values. Optionally format the log entry in Log Monitoring. A parser set subsequently filters the selected data. Based on the values of populated parameters and the criteria you define, a parser set can generate log monitoring entries and optionally trigger alerts. Without the filtering performed by the parser set, the KServer database would quickly expand. For example a log file parameter called $FileServerCapacity$ might be repeatedly updated with the latest percentage of free space on a file server. Until the free space is less than 20% you may not need to make a record of it in Log Monitoring, nor trigger an alert based on this threshold. Each parser set applies only to the parser definition it was created to filter. Multiple parser sets can be created for each parser definition. Each parser set can trigger a separate alert on each machine ID it is assigned to.

Patch Policy
Patch policies contain all active patches for the purpose of approving or denying patches. An active patch is defined as a patch that has been reported by a patch scan by at least one machine in the VSA. Any machine can be made a member of one or more patch policies. For example, you can create a patch policy named servers and assign all your servers to be members of this patch policy and another patch policy named workstations and assign all your workstations to be members of this policy. This way, you can configure patch approvals differently for servers and workstations. The patches of machines that are not a member of any patch policy are treated as if they were automatically approved. When a new patch policy is created the default approval status is pending approval for all patch categories. The default approval status for each category of patches and for each product can be individually set. If a machine is a member of multiple patch policies and those policies have conflicting approval statuses, the most restrictive approval status is used. Initial Update (page 317) and Automatic Update (page 321) require patches be approved before these patches are installed. Approval by Policy (page 333) approves or denies patch by policy.

607

Glossary of Terms Approval by Patch (page 335) approves or denies patches by patch and sets the approval status for that patch in all patch policies. KB Override (page 337) overrides the default approval status by KB Article for all patch policies and sets the approval status for patches associated with the KB Article in all patch policies. Patch Update (page 325) and Machine Update (page 323) can install denied patches. Non-Master role users can only see patch policies they have created or patch policies that have machine IDs the user is authorized to see based on their scope.

Patch Update Order

Service packs and patches are installed in the following order: 1. Windows Installer 2. OS related service packs 3. OS update rollups 4. OS critical updates 5. OS non-critical updates 6. OS security updates 7. Office service packs 8. Office update rollups 9. All remaining Office updates
Note: Reboots are forced after each service pack and at the end of each patch group without warning. This is necessary to permit the re-scan and installation of the subsequent groups of patches.

Performance Objects, Instances and Counters

When setting up counter thresholds in monitor sets (page 605), it's helpful to keep in mind exactly how both Windows and the VSA identify the components you can monitor: Performance Object - A logical collection of counters that is associated with a resource or service that can be monitored. For example: processors, memory, physical disks, servers each have their own sets of predefined counters. Performance Object Instance - A term used to distinguish between multiple performance objects of the same type on a computer. For example: multiple processors or multiple physical disks. The VSA lets you skip this field if there is only one instance of an object. Performance Counter - A data item that is associated with a performance object, and if necessary, the instance. Each selected counter presents a value corresponding to a particular aspect of the performance that is defined for the performance object and instance.

Portal Access
Portal Access is a Live Connect (page 384) session initiated by the machine user. The machine user displays the Portal Access page by clicking the agent icon on the system tray of a managed machine. Portal Access contains machine user options such as changing the user's contact information, creating or tracking trouble tickets, chatting with VSA users or remote controlling their own machine from another machine. Portal Access logons are defined using Agent > Portal Access (page 81). The function list the user sees during a Portal Access session is determined by the System > Machine Roles (page 410) page. You can customize Portal Access sessions using the System > Customize > Live Connect (page 441) page.

Primary Domain Controller

Primary domain controllers have full access to the accounts databases stored on their machines. Only primary domain controllers run Active Directory (page 595).

608

Glossary of Terms

Private Folders

Private Folders
Objects you createsuch as reports, procedures, or monitor setsare initially saved in a folder with your user name underneath a Private cabinet. This means only you, the creator of the objects in that folder, can view those objects, edit them, run them, delete them or rename them. To share a private object with others you first have to drag and drop it into a folder underneath the Shared cabinet.
Note: A master role user can check the Show shared and private folder contents from all users checkbox in System > Preferences (page 397) to see all shared and private folders. For Private folders only, checking this box provides the master role user with all access rights, equivalent to an owner.

Quick Status
A Quick Status feature enables you to select any monitor set counter, service or process from any machine ID and add it to the same single display window. Using Quick Status, you can quickly compare the performance of the same counter, service or process on different machines, or display selected counters, services and processes from different monitor sets all within a single view. SNMP sets provide a similar Quick Status view for selected SNMP objects. Any Quick Status view you create exists only for the current session. The Quick Status window is accessed using Monitor > Dashboard > Monitoring Set Status (page 197), then clicking the Quick Status link or the Quick Status icon .

Quick View
Hovering the cursor over a check-in icon displays an agent Quick View window immediately. You can launch an agent procedure, view logs or launch Live Connect from the agent Quick View window.

Silent Install
Silent installs, also called silent deploys, do not prompt the user for input. Silent installs may not require user input or else provide a typical configuration that serves the purposes of most users, or else provide command line parameters that enable users to configure the installation at execution. If an install does not support a silent install but still needs to be distributed automatically, users can use Packager (page 607) to create a custom installation package. See Creating Silent Installs (page 125).

SNMP Community
An SNMP community is a grouping of devices and management stations running SNMP. SNMP information is broadcast to all members of the same communiity on a network. SNMP default communities are: Write = private Read = public

SNMP Devices
Certain network devices such as printers, routers, firewalls, servers and UPS devices can't support the installation of an agent (page 596). But a VSA agent installed on a managed machine on the same network as the device can read or write to that device using simple network management protocol (SNMP).

SNMP Quick Sets

The SNMP Info link page displays a list of MIB objects provided by the specific SNMP device you selected. These MIB objects are discovered by performing a limited SNMP "walk" on all discovered SNMP devices each time a LAN Watch (page 275) is performed. You can use the list of discover MIB objects to instantly create a device-specific SNMP setcalled a quick setand apply it to the device. Once created, quick sets are the same as any standard set. They display in your private folder in Monitor > SNMP Sets and in the drop-down list in Monitor > Assign SNMP. A (QS)prefix reminds you how the quick set was created. Like any other standard set, quick sets can be individualized for a single

609

Glossary of Terms device, used with Auto Learn, shared with other users, and applied to similar devices throughout the VSA. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). 3. Click the hyperlink underneath the name of the device, called the SNMP info (page 284) link, in the Assign SNMP page to display a dialog. Click Discovered MIB Objects and select one or more of the MIB objects that were discovered on the SNMP device you just selected. Click Quick Set Items and, if necessary, edit the alarm thresholds for selected MIB objects. Enter a name after the (QS) prefix in the header of the dialog. Click the Apply button to apply the quickset to the device. 4. Display SNMP monitoring data returned by the quick set using Monitor > SNMP Log (page 287), the same as you would for any other standard SNMP set. 5. Optionally maintain your new quick set using Monitor > SNMP Sets (page 610).

SNMP Sets
A SNMP set is a set of MIB objects used to monitor the performance of SNMP enabled network devices (page 609). The SNMP protocol is used because an agent cannot be installed on the device. You can assign alarm thresholds to any performance object in a SNMP set. If you apply the SNMP set to a device, you can be notified if the alarm threshold is exceeded. The following methods can be used to configure and assign SNMP sets to machine IDs. SNMP quick sets - Creates and assigns a device-specific SNMP set based on the objects discovered on that device during a LAN Watch. SNMP quick sets (page 609) are the easiest method of implementing SNMP monitoring on a device. SNMP standard sets - These are usually generic SNMP sets that are maintained and applied to multiple devices. A quick set, once created, can be maintained as a standard set. SNMP individualized sets - This is a standard SNMP set that is applied to an individual device and then customized manually. SNMP auto learn - This is a standard SNMP set that is applied to an individual device and then adjusted automatically using auto learn. SNMP types - This is a method of assigning standard SNMP sets to devices automatically, based on the SNMP type (page 610) determined during a LAN Watch. Typically the following procedure is used to configure and apply SNMP sets to devices. 1. Discover SNMP devices using Monitor > LAN Watch (page 275). 2. Assign SNMP sets to discovered devices using Monitor > Assign SNMP (page 279). This can include quick, standard, individualized or auto learn SNMP sets. 3. Display SNMP alarms using Monitor > SNMP Log (page 287) or Dashboard List (page 191). The following additional SNMP functions are available and can be used in any order. Optionally review the list of all imported SNMP objects using Monitor > Monitor Lists (page 204). Optionally maintain SNMP sets using Monitor > SNMP Sets (page 214). Optionally add an SNMP object using Monitor > Add SNMP Object (page 220). Optionally assign a SNMP type to an SNMP device manually using Monitor > Set SNMP Type (page 290). Optionally write values to SNMP devices using Monitor > Set SNMP Values (page 289).

SNMP Types
Most SNMP devices are classified as a certain type of SNMP device using the MIB object system.sysServices.0. For example, some routers identify themselves as routers generically by returning the value 77 for the system.sysServices.0 MIB object. You can use the value returned by the system.sysServices.0 MIB object to auto assign SNMP sets to devices, as soon as they

610

Glossary of Terms are discovered by a LAN Watch.

Note: The entire OID for system.sysServices.0 is .1.3.6.1.2.1.1.7.0 or .iso.org.dod.internet.mgmt.mib-2.system.sysServices.

You can assign SNMP sets (page 610) to devices (page 609) by type automatically as follows: 1. Add or edit SNMP types using the SNMP Device tab in Monitor > Monitor Lists (page 204). 2. Add or edit the value returned by the MIB object system.sysServices.0 and associated with each SNMP type using the SNMP Services tab in Monitor > Monitor Lists. 3. Associate a SNMP type with a SNMP set using the Automatic Deployment to drop-down list in Monitor > SNMP Sets > Define SNMP Set (page 216). 4. Perform a LAN Watch (page 275). During the LAN Watch SNMP devices are automatically assigned to be monitored by SNMP sets if the SNMP device returns a value for the system.sysServices.0 MIB object that matches the SNMP type associated with those SNMP sets. You can also assign SNMP sets (page 610) to devices (page 609) manually as follows: Assign a SNMP type to an SNMP device using Monitor > Set SNMP Type (page 290). Doing so causes SNMP sets using that same type to start monitoring the SNMP device.

Software as a Service (SaaS)

Kaseya provides "software as a service" (SaaS) deployment of Virtual System Administrator. Service providers contract with Kaseya to access a VSA hosted and maintained by Kaseya and can install a specified number of their customer agents. Service providers are allocated a unique tenant partition of a shared Kserver and database. Within their assigned partition, service providers can only see their own organizations, machine groups, procedures, reports and tickets. Service providers in a tenant partition have full access to all the functions of the VSA except system maintenance, which is the responsibility of Kaseya. See On Premises (page 606).

syslog
Syslog is a standard for forwarding log messages in an IP network to a syslog server. A syslog server collects the messages broadcast by various devices on the network and integrates them into a centralized repository of syslog files. Syslog is commonly used by Unix, Linux and Macintosh operating systems and hardware devices such as Cisco routers. Log Monitoring (page 603) enables you to monitor syslog files. A typical format for a syslog file entry is: <time> <hostname> <tag>:<message> For example: Oct 15 19:11:12 Georges-Dev-Computer kernel[0]: vmnet: bridge-en1: interface en is going DOWN

System Agent Procedures

System agent procedures are basic functions that are exposed by the VSA. You can schedule system agent procedures to run automatically. They cannot be edited nor can they accept parameters. A list of available system agent procedures displays in any Agent Procedure Search popup window. System agent procedures can be run from: Within a parent procedure using the Execute Procedure or Schedule Procedure commands of an IF-ELSE-STEP (page 97) statement. Any alerts page using the Run Agent Procedure checkbox. The Pending Procedures tab in Live Connect (page 384) or the Machine Summary (page 137) page. Because a system agent procedure can be run using an alert or parent agent procedure associated with a specific machine ID account, the scheduling of a system agent procedure can be copied,

611

Glossary of Terms typically from a machine ID template to a machine using Agent > Copy Settings (page 70).

System Checks
The VSA can monitor machines that don't have an agent installed on them. This function is performed entirely within a single page called System Check. Machines without an agent are called external systems. A machine with an agent is assigned the task of performing the system check on the external system. A system check typically determines whether an external system is available or not. Types of system checks include: web server, DNS server, port connection, ping, and custom.

System Tray
The system tray is located, by default, in the lower right-hand corner of the Windows desktop, in the Taskbar. It contains the system clock, and other system icons.

User Account
See Machine IDs vs. Agents (page 605)

Users
VSA users use the VSA application to maintain the KServer and oversee the monitoring of managed machines (page 605) by the KServer and its agents (page 596). VSA users are created using System > Users (page 403). Users also refers to machine users, who use the computers managed by the VSA. Master users (page 605) have special privileges throughout the VSA.

View Definitions
The View Definitions (page 28) window lets you further refine a machine ID / group ID filter based on attributes contained on each machinefor example, the operating system type. Views provide users flexibility for machine management and reporting. View filtering is applied to all function pages by selecting a view from the Select View drop-down list on the machine ID / group filter (page 26) panel and clicking the Apply icon . Any number of views can be created and shared with other users. Views are created by clicking the Edit button to the right of the Views drop-down list.

Virtual Machine
A virtual machine (VM) is a software implementation of a physical computer (machine) that executes programs like a physical computer. Virtual machines are capable of virtualizing a full set of hardware resources, including a processor (or processors), memory and storage resources and peripheral devices. The Backup module can convert a backup image into a VM. See Backup > Image to VM.

Virtual Network Computing (VNC)

Virtual Network Computing (VNC), also called remote control or remote desktop, is a graphical desktop sharing system which uses the Remote Framebuffer (RFB) protocol to remotely control another computer. It transmits the keyboard and mouse events from one computer to another, relaying the graphical screen updates back in the other direction, over a network. It is included with the KServer primarily to provide immediate technical support. VNC is platform-independent. A VNC viewer on any operating system can usually connect to a VNC server on any other operating system. The VNC server is the program on the remote machine that shares its screen. The VNC client (or viewer) is the program on the local machine that watches and interacts with the remote machine. The VNC client machine requires user access rights to the VNC server machine. Since Kaseya VNC sessions are relayed through the KServer, all VNC sessions are protected by the Kaseya 256 bit rolling encryption protocol.

vPro
Intel vPro Technology provides hardware-based management integration independent of operating system software and network management software. The VSA can discover vPro-enabled machines during a LAN Watch (page 603), list the hardware assets of vPro machines, access hardware-based security use the power management and remote booting of ISO images capabilities provided by vPro.

612

Glossary of Terms

Windows Automatic Update

Windows Automatic Updates is a Microsoft tool that automatically delivers updates to a computer. Windows Automatic Updates is supported in the following operating systems: Windows 2003, Windows XP, Windows 2000 SP3 or later, and all operating systems released after these. Patch Management > Windows Auto Update (page 339) can enable or disable this feature on managed machines. While Windows Millennium Edition (Me) has an Automatic Updates capability, it cannot be managed as the above operating systems can.

Work Types
Work types determine how time entries are integrated with other functions in the VSA. The work type options displayed in your VSA depend on the modules installed. Admin Tasks - A recurring operational activity not associated with any project. Work Orders - Only displays if the Service Billing is installed. Service Desk Tickets - Only displays if Service Desk 1.3 or later is installed.

613

Index
Alarm Summary Window 194 Alarm Ticker 196 Alarms 189 Alarms - Suspending 597 Alert 598 Alert Types 598 Alerts 222 Alerts - Agent Procedure Failure 239 Alerts - Agent Status 225 Alerts - Application Changes 228 Alerts - Backup Alert 249 Alerts - Get Files 230 Alerts - Hardware Changes 232 Alerts - LAN Watch 237 Alerts - Low Disk 235 Alerts - New Agent Installed 244 Alerts - Patch Alert 245 Alerts - Protection Violation 241 Alerts - Summary 223 Alerts - System 252 Anti-Malware - Anti-Malware Installation Statistics 153 Antivirus - Antivirus Installation Statistics 152 API 523 API Web Services 521 Application Blocker 89 Application Deploy 124 Application Logging 435, 470 Approval by Patch 335 Approval by Policy 333 Approval Patterns 478 Approve Timesheets 469 Assign Event Set tab 256 Assign Monitoring 264 Assign Parser Sets 300 Assign SNMP 279 Assignee Policy 456 AssignEventAlertToMachine 567 AssignEventLogMachineSettings 567 AssignRole 535 AssignScope 535 ATSE Response Code 599 Attachment 573 Audit 131, 599 Audit - Aggregate Table 153 Audit - Disk Utilization 153 Audit - Inventory 153 Audit - Machine Changes 154 Audit - Machine Summary 154 Audit - Network Statistics 155 Audit Overview 133 Audit Summary 135 Authenticate 535 AuthenticateWithAppSessionID 537 Auto Learn - Monitor Sets 268 Auto Learn - SNMP Sets 286 Auto Learn Monitor Sets 599 Automatic Update 321

Index
6
64-Bit Commands 114

A
Access Policy 455 Active Directory 595 Add SNMP Object 220 Add/Remove 142 AddIncident 578 AddIncident Request 591 AddIncident Response 592 AddMachGrouptoScope 532 AddOrg 533 AddOrgDeptStaff 533 AddOrgToScope 533 AddScope 533 AddScopeOrg 534 AddScriptAssignment 565 AddScriptPrompt 565 AddServDeskToScope 579 AddTicRequest 534 AddUserToRole 534 AddUserToScope 534 AdminGroupAccess 535 Administrative Tasks 477 Administrator Notes 14 Advanced Filtering 30 Agent 21 Agent Icons 25 Agent Install Command Line Switches 44 Agent Logs 34 Agent Menu 73, 595 Agent Overview 23 Agent Procedure API Web Service 565 Agent Procedure API Web Service - Operations 565 Agent Procedure Editor 96 Agent Procedure Status 122 Agent Procedures 91 Agent Procedures Overview 93 Agent Settings 595 Agent Status 32 Agent Status 2 32 Agent Time 94, 134, 429, 595 Agent Time Scheduling 595 Agents 16, 24, 596 Agents - Linux 596 Agents - Macintosh 597 Alarm 597 Alarm Condition 597 Alarm List 193 Alarm Network Status 193 Alarm Rotator 195 Alarm Summary 200

B
Backup - Backup 156 Backup Sets 599 Bookmarks 15

615

Index

C
Cancel Script 137 Cancel Updates 329 Canonical Name 599 Change Group 56 Change Logon 398 Changing Passwords Used by External Applications 407 Chat 377, 600 Check-in Full vs. Quick 600 Check-In Control 75 Check-in Icons 16 Check-in Policy 399 Check-in Status 600 CloseAlarm 537 Collection 600 Color Scheme 16, 437 Command Line 352 Configuration 1 Configure 420 Configure Column Sets 137 Configuring Patch Management 310 Configuring the Server 3 Configuring Time Tracking 465 Control Machine 360, 376 Copy Settings 70 Copy Settings and Templates 600 Counter Thresholds 210 Create 50 Create a New Master User 406 Create/Delete Patch Policy 330 Create/View 448 CreateAdmin 538 CreateAgentInstallPackage 538 CreateEventSet 567 CreateEventSetDefinition 568 CreateMachineGroup 538 CreateRole 538 Creating a Customer / Work Order Timer Entry 473 Creating a Customer / Work Order Timesheet Entry 468 Creating a Service Desk Ticket and Service Billing Timer Entry 474 Creating a Service Desk Ticket or Ticket/Task Timer Entry 475 Creating a Service Desk Ticket Timesheet Entry 468 Creating an Administrator Task Timer Entry 473 Creating an Administrator Task Timesheet Entry 468 Creating Custom Agent Icons 439 Creating Organizations Automatically During Update 6 Creating Silent Installs 125 Credential 601 Crystal Reporting Usage 483 Current VSA Time 601 CustomField 572 Customize 183 Live Connect 441 Customize 437

Customized New Ticket Link 388

D
Dashboard 601 Dashboard List 191, 601 Dashboard Settings 200 Data Table Column Options 18 Database Views 479, 482 Default Settings 429 Define Monitor Sets 209 Define SNMP Set 216 Delete 53 Delete/Archive 450 DeleteAdmin 539 DeleteAgent 539 DeleteAgentInstallPackage 539 DeleteAllEventAlertsFromMachine 568 DeleteAllEventLogMachineSettings 568 DeleteEventAlertFromMachine 568 DeleteEventLogMachineSettings 568 DeleteEventSet 569 DeleteEventSetDefinition 569 DeleteMachineGroup 539 DeleteOrg 539 DeleteRole 540 DeleteScope 540 Deploy Agents 39 Desktop Policy - Desktop Policy 156 Desktop Policy - Power Savings 156 Device Status 198 DisableAdmin 540 Distribute File 128, 601 Distribution 120 Documents 143 Domain Logon 66, 397 Due Date Policy 456

E
Echo 540, 566 EchoMt 540, 566 Edit Event Sets 258 Edit Fields 458 Edit Profile 79 Email Mapping 461 Email Reader 459 Embedding the VSA Logon Form in Web Pages 395 EnableAdmin 541 Enabling KSD API Web Service 572 Enabling the Agent Procedure API Web Service 565 Enabling the Monitoring API Web Service 567 Enabling Ticketing for Portal Access Users on Unsupported Browsers 82 Enabling VSA API Web Service 524 Event Log Alerts 254 Event Log Settings 37 Event Logs 601 Events Sets 602 Excel Usage 482 Executive - Executive Summary 158

616

Index

F
File Access 85 File Source 344 File Transfer Protocol (FTP) 602 Filter Aggregate Table 30 Flood Detection 602 fnMissingPatchCounts_UsePolicy / fnMissingPatchCounts_NoPolicy 488 fnOSCounts 489 Folder Rights 119 Format Email Alerts for Event Sets 259 FTP 374

Global Event Log Black Lists 602 Group Alarm Status 196 Group Alarms 602

H
Host name 603 Hotfix 603

I
If Your Account Is Disabled 406 IF-ELSE-STEP Commands 97 Import / Export 71 Import Center 431 Inbox 147 Incident 576 Incident Summary 576 Indexing the Audit Results Table 428 Info Center 145 Initial Update 317 Install Agents 61 Install Issues and Failures 45 Installed Applications 141 Installing Linux Agents 48 Installing Multiple Agents 46 ISO Image 603

G
Get File 127 GetAlarm 541 GetAlarmList 542 GetEventAlertList 569 GetEventLogMachineSettingsList 570 GetEventSetDefinitionList 571 GetEventSetList 571 GetGroupLicenseInfo 543 GetIncident 579 GetIncident Request 590 GetIncident Response 590 GetIncidentList 579 GetIncidentList Request 589 GetIncidentList Response 589 GetLogEntry 543 GetMachine 543 GetMachineCollectionList 546 GetMachineGroupList 546 GetMachineList 547 GetMachineUptime 547 GetNotesList 548 GetOrgLocation 548 GetOrgs 549 GetOrgsByScopeID 549 GetOrgTypes 548 GetPackageURLs 550 GetPartnerUserLocation 550 GetPublishedViewColumns 550 GetPublishedViewRows 551 GetPublishedViews 553 GetRoles 555 GetScopes 556 GetScriptAssignmentId 566 GetScriptIdFromScriptName 566 GetServiceDesk 580 GetServiceDesk Request 582 GetServiceDesk Response 582 GetServiceDesks 581 GetServiceDesks Request 582 GetServiceDesks Response 582 GetSessionDetails 556 GetTicket 557 GetTicketList 557 GetTicketNotes 558 GetTicRequestTicket 556 Getting Started 9 GetVerboseMachineGroupList 558

K
KB Override 337 KDS - Domain Activity 162 KES Status 199 KES Threats 199 KOB - Online Backup Summary 163 KOB - Online Backup Usage Over Time 163 KSD API Web Service 571 KSD API Web Service - Operations 578 KSD API Web Service Data Types 572

L
LAN Watch 57, 275, 603 Layout Dashboard 184 Learning More 19 License Manager 429 Live Connect 17, 384 Live Counter 203 Local Settings 440 LockFunctionAccess 558 Log File Parser Definition 296 Log File Set Definition 304 Log History 36 Log Monitoring 603 Log Parser 295 Logoff 15 Logon and Browser Settings 4 Logon Hours 415 Logon Policy 434 Logs 603 Logs - Admin Notes 163 Logs - Agent Log 164 Logs - Agent Procedure 164 Logs - Alarm Log 164

617

Index
Logs - Configuration Changes 165 Logs - Event Logs 165 Logs - Event Logs Frequency 165 Logs - Log Monitoring 166 Logs - Network Statistics Log 166 Logs - Remote Control 166 Network Health Score 159 Network Status 196 Note 572 Notify Policy 453

O
Office Source 350 On Premises 606 Org 606 Orgs/Groups/Depts/Staff 416 Outbound Email 436

M
MAC address 604 Machine History 322 Machine ID / Group ID / Organization ID 604 Machine ID / Group ID filter 604 Machine ID / Machine Group Filter 26 Machine ID Template 604 Machine IDs vs. Agents 605 Machine Policy 372 Machine Roles 410, 605 Machine Status 198 Machine Summary 137 Machine Update 323 Machines Online 199 Macintosh 39, 57, 61, 78, 439, 597 Manage 416 Manage Files Stored on Server 118 Managed Machine 605 Master User / Standard User 605 Master User vs. Standard Users 405 Membership Patch Policy 331 Methods of Updating Patches 310 Migrate 3, 71, 75, 420, 605 Migrate Tickets 453 Migrating the KServer 605 Minimum System Requirements 3 Monitor 185 Monitor Icons 214 Monitor Lists 204 Monitor Log 270 Monitor Overview 187 Monitor Sets 207, 605 Monitor Status 199 Monitor Types 606 Monitoring - Logs 167 Monitoring - Monitor 95th Percentile 167 Monitoring - Monitor Action Log 167 Monitoring - Monitor Alarm Summary 168 Monitoring - Monitor Configuration 168 Monitoring - Monitor Log 169 Monitoring - Monitor Set 169 Monitoring - Monitor Trending 169 Monitoring - Uptime History 169 Monitoring API Web Service 566 Monitoring API Web Service - Operations 567 Monitoring Set Status 197 MoveMachineToAnotherGroup 559 My Timesheets 467 myOrg 606

P
Packager 127, 607 Page Layout 11 Parser Definitions and Parser Sets 607 Parser Summary 291 Partition 611 Patch - Patch Management 170 Patch Alert 346 Patch Deploy 123 Patch Failure 312 Patch Location 355 Patch Management 307 Patch Management Overview 309 Patch Policy 607 Patch Processing 311 Patch Status 316 Patch Update 325 Patch Update Order 608 Performance Objects, Instances and Counters 608 Periods 477 Policy Management - Agents Policy Status 171 Policy Management - Policy Info & Association 171 Portal Access 81, 608 Power Management 381 Pre/Post Procedure Patch Management 319 Preferences 397 Preinstall RC 368 Primary Domain Controller 608 Primitives 559, 581 Private Folders 609 Process Status 213 Processing Hotfixes Manually 425 Publishing a Report Immediately 151

Q
Quick Status 609 Quick View 389, 609

R
Reboot Action 341 RefItem 572 RelatedIncident 573 Remote Control 357 Remote Control Overview 359 Remote ISO Boot 382 RemoveUserFromRole 560 Rename 55

N
Naming Policy 401 Network Access 87

618

Index
RenameMachine 561 Report Definitions 149 Report Folder Trees 150 Report Set Definitions 180 Report Set Folder Trees 181 Reports 149 Reports Sets 180 Request Support 420 Reset Password 364 ResetPassword 561 RoleMembership 561 Rollback 328 Run Audit 134 SNMP Icons 221 SNMP Log 287 SNMP Quick Sets 284, 609 SNMP Set Details 218 SNMP Sets 214, 610 SNMP Traps Alert 260 SNMP Types 610 Software - Software Applications Changed 176 Software - Software Applications Installed 176 Software - Software Licenses 177 Software - Software Licenses Summary 177 Software - Software Operating Systems 177 Software as a Service (SaaS) 611 Software Licenses 143 Special Fields 524 Statistics 433 Status Monitor 13 Superseded Patches 311 Supported Linux Functions 49 Supported Macintosh Functions 50 Suspend 72 Suspend Alarms 202 syslog 611 System 391 System Activity 159 System Agent Procedures 611 System Check 271 System Checks 612 System Info 140 System Log 432 System Overview 393 System Preferences 399 System Security 3 System Tray 612

S
SaaS 611 Sample API ASP Page 526 Sample API C# Application 525 Sample Messages 582 Scan Machine 314 Schedule 147 Schedule / Create 94 Scheduling a Report 151 Scheduling a Report Set 181 Scopes 412 Script, Cancel 137 Security - KES Log 171 Security - Security 171 Select Type 366 Send Message 379 SendAdminMessage 561 Server Management 420 Service Billing - Past Billed Invoices 172 Service Billing - Sales Order Summary 172 Service Billing - Unbilled Revenue by Customer 172 Service Billing - Unbilled Revenue by Item Type 172 Service Billing - Work Order Summary 173 Service Desk - Custom Tickets 173 Service Desk - Service Goals 174 Service Desk - Service Hours 174 Service Desk - Service Times 175 Service Desk - Service Volumes 175 Service Desk - Tickets 175 ServiceDeskDefinition 573 Services Check 212 Set Alert Actions tab 257 Set Credential 82 Set Parameters 368 Set SNMP Type 290 Set SNMP Values 289 Set URL to MS-SQL Reporting Services Engine 426 SetAdminPassword 561 SetGroupLicenseInfo 562 SetLicenseByOrg 562 SetPartnerUserLocation 562 Settings 476 Set-up Types 419 Sharing User-Owned Objects 414 Silent Install 609 Site Customization 437 SNMP Community 609 SNMP Devices 609

T
Task Manager 377 Tenant Partition 611 Ticketing 443 Ticketing - Customizable Ticketing 178 Ticketing - Ticketing 179 Ticketing Overview 445 Time Tracking 463 Time Tracking - Timesheet Entries 180 Time Tracking - Timesheet Summary 179 Time Tracking Overview 465 Timers 472 Timesheet History (Details) 471 Timesheet History (Summary) 471 Timesheet Summary 470 Toolbox 13 Top N - Monitor Alarm Chart 199

U
Uninstall RC 370 Update Agent 84 Update Classification 312 Update Lists By Scan 206 UpdateIncident 581 UpdateIncident Request 592 UpdateIncident Response 593

619

Index
UpdateOrg 562 UpdateTicket 562 UpdateUser 564 Updating or Moving the VSA 3 User Account 612 User History 416 User Role Policy 371 User Roles 408 User Security 403 User Settings 397 Users 403, 612 Using Variables 115 vPro 612 VSA API Web Service 523 VSA API Web Service - Operations 532 VSA API Web Service - Overview 523 VSA API Web Service Security 529 VSA Logon Policies 394 VSA Modules 11 vScriptLog 515 vScriptStatus 515 vSystemInfo 516 vSystemInfoManual 517 vTicketField 517 vTicketNote 518 vTicketSummary 518 vUptimeHistory 519 vvProAssetDetails 519

V
vAddRemoveList 489 vAdminNotesLog 489 vAgentConfiguration 490 vAgentLabel 491 vAlertLog 492 Variable Manager 117 vBackupLog 493 vBaseApplicationInfo / vCurrApplicationInfo 494 vBaseCpuInfo / vCurrCpuInfo 494 vBaseDiskInfo / vCurrDiskInfo 495 vBaseDriveManufacturer / vCurrDriveManufacturer 495 vBasePciInfo / vCurrPciInfo 496 vBasePrinterInfo / vCurrPrinterInfo 496 vCollectionMember 497 vConfigLog 497 Video Streaming 363 View AD Computers 64 View AD Users 66 View Dashboard 183 View Definitions 28, 612 View LAN 64 View Summary 445 View vPro 69 Viewing Log Monitoring Entries 305 Viewing Published Reports and Reports Set 152 Views Provided 486 Virtual Machine 612 Virtual Network Computing (VNC) 612 vkadComputers 498 vkadUsers 498 vLicenseInfo 499 vMachine 499 vMonitorAlarmAlert 501 vMonitorAlarmCounter 502 vMonitorAlarmProcess 503 vMonitorAlarmService 504 vMonitorAlarmSNMP 505 vMonitorAlarmSystemCheck 506 vNetStatsLog 506 vNtEventLog 507 vOnBoardDeviceInfo 508 vPatchApprovalStatus 508 vPatchConfiguration 509 vPatchPolicy 511 vPatchPolicyMember 512 vPatchStatus 512 vPortInfo 514

W
Web Links - Inbound and Outbound 531 Windows Auto Update 339 Windows Automatic Update 613 Work Types 613 Working Directory 78

620