Help Desk Authority Integration Guide for PacketTrap IT
Contents
1. v a 2 2 Issue No RSS Assigned Group serverGroup z Company festCompany aa Received On 1 26 2010 11 23 37 AM z Assigned User Server Tech 2 X Location mami o Status oes a Due Date 2 8 2010 12 00 00 AM z Department ra of Fame v Sub Status Age fo days 0 hours 18 minutes Phone Priority e Medium Manage HDMail Subscriptions Email dmarino amp gatest local Issue Type incident gt Dependent On Parent Issue History Customer v Go Category Laptop gt Related Issues 1 Summary PacketTrap Alert HDA_Test triggered for 192 168 163 157 QA 2K8R2 1 Ziarna i festus 8 Caton Fats E Ray GI nucis PR Asset OA 2K8R2 1 aa gF Remote Support J Troubleshoot 8 View Snapsho Tag Asset Type computer Manufacturer Microsoft Owner Model OK Cancel Help Desk Authority Integration Guide for Help Desk authoriy Racket IT This will launch a window that displays the details of the device that were captured by PacketTrap IT This information can be used to help identify the root cause of the issue Help Desk Authority Helpdesk Administrator File View Tools Modules Setup Windows HDAsset Help Issues Issue Number 2 Edit alalelalalsla Issue Time Days o Hours 0 Minutes of o 8 Customer eru Y a zx 2 Issue No Assigned Group Test Group Company Test Company i2 R Received On 1 7 2010 9 45 05 AM gt Assigned User 7 O a Dua2. gt Help Desk Management HELP DESK AUTHORITY Help Desk Authority Integration Guide for PacketTrap IT OGIC 2010 ScriptLogic Corporation All rights reserved Help Desk Authority is a trademark of ScriptLogic Corporation Help Desk Authority User s Manual and Help Desk Authority software is furnished under license and may only be used or copied in accordance with the terms of such license This user s guide and Help Desk Authority are proprietary to ScriptLogic Corporation and contain certain confidential information and trade secrets of ScriptLogic Corporation which are protected by United States and International laws and treaties The content of this user s guide is furnished for informational use only is subject to change without notice and should not be construed as a commitment by ScriptLogic Corporation ScriptLogic Corporation assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual Unauthorized duplication or distribution of this material is strictly prohibited All data reports and information are the sole property of ScriptLogic Corporation Except as permitted by such license no part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic recording or otherwise without the prior written permission of ScriptLogic Corporation All other trademarks are the properties of their respective owners Help De
3. Device Synchronization P1 fi Urgent x P2 2 High ad P3 p meaim rz Schedule Type pai Start Date 1 6 2010 o3 03 PM P4 a Low 1H every ho H davis C Every Weekday IV synchronize devices automatically on a recurring schedule Unknown E Medium x n acae CONFIGURE DEVICE SYNCHRONIZATION Devices that are managed through PacketTrap IT can be synchronized to create asset records in Help Desk Authority These devices can be synchronized manually or via a scheduled service that runs on the Help Desk Authority computer A device record is also added or updated each time PacketTrap IT creates an issue record in Help Desk Authority e To enable automatic synchronization of devices check the box next to Synchronize devices automatically on a recurring schedule and press the Start Service button Synchronization can be scheduled to run daily weekly or monthly scrierea Help Desk Authority Integration Guide for Help Desk authority PacketlrapIT Device Synchronization Vv Synchronize devices automatically on a recurring schedule Schedule Type paiy x Start Date fmm G Evry fi day s C Every Weekday Help Desk Authority Integration Guide for PacketTrap IT Help Desk Authority CONFIGURE HDAUTOESCALATE RULES The HDAutoEscalate module of Help Desk Authority supports creating rules to route issues to the correct technician or gr
4. 15 Automatic Ticket ROWING e M 16 Automatic III 17 Centrally View and Report on All Incidents Related to Network or Application Failure Events 17 View Detailed Device Information from Within Help Desk Authority eeeeeeee eere enne eee 19 View Interactive Network Map from Within Help Desk Authority cccccccccccccccccccccccccccccccccccccccccceccccceceeeeeees 21 ESIioGic Help Desk Authority Integration Guide for HelpDesk Authority 1 PacketTrapIT OVERVIEW When integrated with Help Desk Authority PacketTrap IT provides for automatic remediation of network and application issues automatic help desk notification when issues cannot be resolved or when certain thresholds are approaching and improved visibility into network and device status information The integration provides help desk technicians with invaluable network and application information for improved troubleshooting and root cause analysis including a fully active network map and provides a closed loop so alerts are automatically reset when the corresponding help desk ticket is resolved Automatically attempt to resolve network issues by restarting services killing processes running custom scripts rebooting the machine etc If auto remediation steps do not resolve
5. HTTP 401 Challenge mmm Configuration localhost applicationHost config location path Default Web Site HDWeb PTWebService 13 Help Desk Authority Integration Guide for HelpDeskauthorty Racket Trap IT CONFIGURE ALERTS TO GENERATE TICKET IN HELP DESK AUTHORITY From the Devices section of PacketTrap IT edit the settings for the desired policy e Select the Alerts tab from the Edit Policy window e Create a new alert or edit an existing alert From the Alert window choose the option to Require manual reset and check the box next to Generate service ticket when an alert is triggered e Set the Severity and Priority fields for the ticket General options Name Processor Smart Alert Enabled enabled x Notifications Conditions actions and escalations Conditions CPU is over 75 I Notify on conditions met T Notify on actions complete T Notify on alert reset To admin O Ej C Allow automatic reset Reset after c minutes z Reset when fal z reset conditions in list are met Require manual reset IV Generate service ticket when alert is triggered new condition new action new escalation new reset condition Seventy Medium x Trigger alert when ev x conditions are met o 1 men snein Help Desk Authority Integration Guide for PacketTrap IT Help Desk Authority HELP DESK AUTHORITY AND PACKETTRAP IT INTEGRATED FEATURES Once the two products are co
6. only once per Issue for this Rule Field Priority Category Group server Group X Assigned To EveryOne Network Group Status ERER Sub Status Help Desk Authority Integration Guide for Help Deskauthorty PacketlraplT e Select the Schedule tab and set the schedule on which this rule should be run e Press the Start Service button to start the HDAutoEscalate service amp Rule Configuration Edit Rule Name PacketTrap Alert Rule Computer inactive Do not schedule Rule must be run manually on these days Hourly Hours Minutes Run every 00 E C Daily Scheduling a Rule will not cause the Rule to run unless HDAutoEscalate service has been started M Run the Rule during Business Hours Only Start Service N N ok Cancel MAP HELP DESK AUTHORITY AND PACKETTRAP IT USERS TO ENABLE NETWORK MAP DISPLAY FROM WITHIN HELP DESK AUTHORITY Before network maps can be viewed from within the Help Desk Authority interface they must be created in PacketTrap When maps are created in PacketTrap they are configured to be available to one or more user accounts as a way to define different maps for different user roles These PacketTrap users must be mapped to their equivalent Help Desk Authority user accounts before the maps can be displayed in the Help Desk Authority console e Launch the HDServer modules interface for Help Desk Authority e Se
7. Assigned User Server Tech 2 M Location unm Td status open Due vate 282000200994 s Department Warotrame 7 sw ststus rz Age 0 days hours 18 minutes Phone a _ Priority 3 Medium X Manage HDMail Subscriptions Email dmari t local Issue Type incident lli Dependent On Parent Issue History customer gt Category M Summary Packet rap Alert HDA_Test triggered for 192 168 163 157 QA 2K8R2 1 Description Organization Default Organization Alert triggered for 192 168 163 157 QA 2K8R2 1 Alert HDA_Test wa Policy Server Policy Condition s met At 1 26 2010 11 23 AM UTC 0500 Condition Processor average 8 00 was at or over threshold of 1 AUTOMATIC ALERT RESET When a Help Desk Authority ticket that was initiated from a PacketTrap IT alert is closed the corresponding alert is reset in PacketTrap IT This prevents the need to manually reset the alert and ensures that the device will continue to be monitored CENTRALLY VIEW AND REPORT ON ALL INCIDENTS RELATED TO NETWORK OR APPLICATION FAILURE EVENTS Create a query through the Help Desk Authority Query Manager tool that filters to show all issues that have an ssue Origin value of PacketTrap Use this query when running issue detail reports and you will be able to quickly report on all incidents that occurred due to network or application failure events scrieri i Help Desk Authority Integration Guide for Help Desk
8. Authority PacketTrap IT Created 06 03 2010 11 17 AM Page 1 of 9 Issue Number 1 Assigned To Server Tech 2 Received By Priority 3 Medium Resolved By Helpdesk Administrator TotalTime 0 days 0 hours 0 minutes Customer Dan Marino Location Miami Category Laptop Product Summary Status Sub Status Open Received Date 1 26 2010 11 23 37 AM Due Date 02 08 2010 12 00 AM Resolved Date 1 26 2010 11 42 05 AM Open For 0 days 0 hours 18 minutes Company Test Company Department Hall of Fame Issue Type Incident PacketTrap Alert HDA Test triggered for 192 168 163 157 QA 2K8R2 1 Description Organization Default Organization Alert triggered for 192 168 163 157 QA 2K8R2 1 Alert HDA Test Policy Server Policy Condition s met At 1 26 2010 11 23 AM UTC 0500 Condition Processor average 8 0096 was at or overthreshold of 196 Resolution scrieri 18 Help Desk Authority Integration Guide for Help Desk authoriy Racket IT VIEW DETAILED DEVICE INFORMATION FROM WITHIN HELP DESK AUTHORITY Technicians can view the device details that were captured by PacketTrap IT directly from within an issue or asset record in Help Desk Authority Simply select the View Snapshot button from within the Asset tab of the Issue window or from within the Asset window itself A Issue Jum ber edit alal ele gl al Issue Time Days 0 Hours 0 Minutes of o Customer Panman
9. a problem establishing the connection to the HDA web server you may need to enable Anonymous Authentication on the PTWebService folder of the HDWeb site in IIS E Internet Information Services IIS Manager Go E QA 2K8 DC1 gt Sites b Default WebSite HDWeb gt PTWebService gt File View e n F Help id 1218 jj QA 2K8 DC1 QATEST administrator Application Pools Sites Default Web Site 7 aspnet_dient 9 HDAccess 5 3 HDWeb 5E REI RT RT RT RT RT RT RD RD RT TERT 9 RD RR RR R9 E E Aspx Assets Bin BridgeSearch Cabfiles E CiDiscovery E Common ia Companies Contracts F Customers 7 Dashboard E Graphics Help incudes E Issues IssueTables il is 1 KBase F MessageBoard Products PTWebService Query Reports Scripts Security E setup Styles E TemporaryAttachment F UserControls Authentication Group by No Grouping z ASP NET Impersonation Basic Authentication Digest Authentication Forms Authentication Windows Authentication Disabled Disabled Disabled Disabled Enabled HTTP 401 Challenge HTTP 401 Challenge HTTP 302 Login Redirect
10. d Group Server Group Company Test Company BAR Received On 1 26 2010 11 23 37 AM v Assigned User server Tech 2 gt Location Miami N Status Open v Due Date 2 8 2010 12 00 00 AM z Department ean offense Sub Status X Age 0 days 0 hours 18 minutes Phone Priority 3 Medium z Manage HDMail Subscriptions Email dmarino amp gatest local Issue Type incident be Bi Dependent On Parent Issue History Customer vj Go Category Laptop Related Issues 1 Summary PacketTrap Alert HDA Test triggered for 192 168 163 157 QA 2K8R2 1 na V4 Y Y Yi Yi E Rescue Custom Fields Aci GI Atachents 9 resa 89 Proctor Description Organization Default Organization Alert triggered for 192 168 163 157 QA 2K8R2 1 Alert HDA Test Policy Server Policy Condition s met At 1 26 2010 11 23 AM UTC 0500 Condition Processor average 8 0096 was at or over threshold of 196 AUTOMATIC TICKET ROUTING The Help Desk Authority issue ticket can be routed to the proper group or technician based on the type of device that triggered the alert For more information see the Configure HDAutoEscalate Rules section above Help Desk Authority Integration Guide for sepoekmwot PacketlrapIT adalelalalala Issue Time Days o Hows 0 Minutes o o 8 Customer Danmar v 3 e Issue No pamm Assigned Group ServerGroup gt Company restcomaw v AR Received On 262010 11 23 37 AM x
11. lect the PacketTrap section and then select the User Mapping option from the navigation bar e This will display a dialog that will list all of your Help Desk Authority users on the left side and all of your PacketTrap users on the right side scr Help Desk Authority Integration Guide for PacketTrap IT Help Desk Authority e From here you can either manually map the users by selecting the Help Desk Authority user and the corresponding PacketTrap user and pressing the Sync button gt e Alternatively you can select the Attempt Automatic Mappings button and Help Desk Authority will attempt to pair accounts based on similar user names PacketTrap Q4 User Mapping Select a Help Desk Authority user and the corresponding PacketTrap user and then click the map button to associate them Help Desk Authority Users PacketTrap Users HDA HDA HDA aatest local mjones mjones acme com Helpdesk Administrator Admin random random gmail com Network Tech 1 ntech1 ntech1 aqatest local Network Tech 2 ntech2 ntech2 aatest local Server Tech 1 stech1 stech1 aatest local Server Tech 2 stech2 stech2 qatest local Help Desk Authority User Untink PacketTrap User Attempt Automatic Mappings Save Mappings Close Help Desk Authority Integration Guide for HelpDesk authority 1 PacketlrapIT PACKETTRAP IT CONFIGURATION From the PacketTrap IT Studio the following items will be c
12. na 29 2010 12 00 00 AM v lays 1 hours 58 minutes Open Issue amp Issue Templates Issue Number 192 168 163 135 QA 2K8 DC1 Overview Device Notes Average Lo Device Alerts Poll 37 seconds ago info Latency Latency Avg ae Alert s Triggered 4ms Installed Applications Processor Smart Alert Manage 3ms Running Processes 2ms Windows Services CPU Memory Status ims Active Directory Processor Usage Memory Usage Oms Y j once 1 Processor Ry 968 61 MB 1 518 49MB AS i0 Vise Dir 15 20 o 63 63 12 Avg 1 ms Max 4 ms Last 3me 1 15 2010 3 40 00 PM System Information Acti Roles Computer Acknowledge Acknowledge all Reset Reset All Date 1 15 2010 3 24 10 PM Description ATIAT COMPATIBLE Operating System Microsoft Windows Server 2008 Standard Processor Smar Server Policy Vendor VMware Inc Domain gatest local 20 l OGIC Help Desk Authority Integration Guide for PacketTrap IT Help Desk Authority VIEW INTERACTIVE NETWORK MAP FROM WITHIN HELP DESK AUTHORITY Once the user mapping is complete see Map Help Desk Authority and PacketTrap IT users to enable Network Map display from within Help Desk Authority section above log into the Help Desk Authority console with a user account that was synchronized and select the Network Maps section to view the network map s available for logged on
13. nfigured the following features will be enabled e PacketTrap IT alerts will create Help Desk Authority tickets if auto remediation steps fail e Automatic ticket routing e Automatic alert reset e Centrally view and report on all incidents related to network or application failure events e View detailed device information from within Help Desk Authority e View interactive network map from within Help Desk Authority PACKETTRAP IT ALERTS WILL CREATE HELP DESK AUTHORITY TICKETS IF AUTO REMEDIATION STEPS FAIL PacketTrap IT alerts can be configured to take certain auto remediation steps before a help desk ticket is created including killing processes restarting services running custom scripts or rebooting the system If these auto remediation steps fail a help desk ticket can be created in Help Desk Authority This help desk ticket will include all the pertinent information for the alert including e Device name assigned as the associated Asset record on the HDA ticket e Device type e Priority of issue e Summary of alert information e Detailed description of alert including the conditions that were met to trigger the alert e Alinkto view the device details in PacketTrap IT showing any auto remediation steps taken snein Help Desk Authority Integration Guide for Help Desk authoriy Racket IT sue Number 1 Ed tal 2 a 5 5 Issue Time Days 9 Hous 0 Minutes of o Customer Dan Marino LY 2 4 2 Issue No fi Assigne
14. onfigured e Configure Help Desk Authority web server e Configure alerts to generate ticket in Help Desk Authority CONFIGURE HELP DESK AUTHORITY WEB SERVER e From the PacketTrap IT Studio select the Administration tab and select the Help Desk Authority Configuration icon e Enter the URL for the HDA web server and press the Test button to test the connection e Press the Save button to save the settings PacketTrap It QA 2K8 DC1 5053 Version 5 0 13449 ini x PacketTrap IT Dashboard Devices Report Administration big Give Feedback amp d New amp d Add Device s admin sign out Administration System management configuration including storage patching user permissions and more z Ati z Platform Summary v Agent Migration Auto Patch Settings Baseline Configuration Check For Updates IP 192 168 163 135 192 168 1 101 DNS QA 2K8 DC1 qatest local i gi SCRIPTA Version 5 0 13449 pm Se Wa Interfaces 4 Cte To Devices 2 Users 2 Flow Configuration License Update Log Alet Configuration Help Desk Authority Configuration Configure HDA Web Server x M Web Server Configuration q e HDA Web Server ETAREN lanier Port Management Retention Configur Example http Servername HDWeb Technical Support User Management User Preferences scrieri Help Desk Authority Help Desk Authority Integration Guide for PacketTrap IT If you have
15. oup based on the type of device that was included in the PacketTrap IT alert e From the HDAutoEscalate module create a new rule and select the Type of Asset Assigned is tab from the Conditions tab Check the box next to Trigger action when the type of asset assigned is and select a value from the drop down list note that this drop down list may be empty until devices are synchronized from PacketTrap IT Rule Name Packetrrap Alert Rule Computer Inactive Issues meeting this query s criteria Trigger Action when an Issue has been Open PUBLIC QUERIES ONLY for the following length of time or more au Issues Days Hours Minutes O Trigger Action when an Issue is Open and past its fo aaa Due Date Trigger Action when These field s change Issue Activity is entered ype of Asset Assigned ts iv Trigger action when the type of the assigned asset is Computer b scrierea Help Desk Authority Integration Guide for HelpDeskauthorty PacketlraplT e Select the Rule Actions tab and then select the Change Fields tab underneath e Choose the option to Change the value of the following field s and set the Group or Assigned To value to the group or specific technician that would best handle issues based on the device type specified Rule Name Packetrrap Alert Rule Computer Inactive Change the value of the following field s Note The following field s will be updated
16. rity values PacketTrap IT uses a static list of five priority values P1 P5 e Use the drop down menu next to each priority value to designate the corresponding HDA priority value that will be assigned to the help desk ticket EXIZioc Help Desk Authority Integration Guide for Help Desk authoriy 1 PacketTrap T ScriptLogic Perspective is a comprehensive network management and moron solution for IT departments For more information please visit Perspective Server fas 2k dct O G Priority Mappings p Device Synchronization pPf wem SO p2f2 Hin rz P3 wem S Schedule Type paiy x Start Date 1612010 osos Pm Pu sj P5 e tow Sti YS C every fi m dave C Every Weekday Unknown wem SY Iv synchronize devices automatically on a recurring schedule e Ifa priority value is not configured for the alert in PacketTrap IT this alert will be created with an Unknown priority value e The Unknown priority mapping field is used to configure a priority value in the Help Desk Authority ticket for all alerts that are sent from PacketTrap IT with an Unknown value Help Desk Authority Integration Guide for Help Desk authoriy 1 PacketlrapIT ScriptLogic Perspective is a comprehensive network management and monitoring solution for IT departments For more information please visit wus lic com products Packet Trap IT Perspective Server aa 2k6 dc1 Priority Mappings
17. sk Authority Integration Guide for Help Desk authoriy PacketlraplIT TABLE OF CONTENTS Table of Contents 2 OVER VIG W EN 3 Help Desk Authority Configuration ccccccccscsseeeeeeseeeeeeeeeeeeeseeeeeseseeeeeeeeeseeeceseseeeeeseeeeeeeseeeeeeeeeeeeeesseseeseeeeenags 3 Configure PacketTrap IT Server iere dontagsesacgevassnauidesnsdeshadocesicesccavacascaautsacssdntesdesingavsedunnanseaasessanmterssavnadags 4 Define Priority Mapplhgs iuc eoo tnr entente ete dearna daaa no ra idasi iparada iniaiaiai e e 4 Configure Device Synchronization ccccecccesesecceseeeseceseceeeeseeeseeeaeeeaeceaeceaeceeeceeecaeseaeseaeceaesaesaeesseesieeeaeseaeseaetenetaes 6 Configure HDAutoEscalate Rules 5 2 rd ro RR ere Re EE Qe EROR ERR RR ERE RID e Co Eee CEP rea Rada dg 8 Map Help Desk Authority And Packettrap It Users to Enable Network Map Display from Within Help Desk PATI oT gy 10 Packet rap IT Configuration me 12 Configure Help Desk Authority Web Server sssssssessessseeseeneeeneennenn enne nennen rennen nns ennt enne enne nnne nnne nnne 12 Configure Alerts to Generate Ticket in Help Desk Authority ener enne 14 Help Desk Authority and PacketTrap IT Integrated Features cceeeeee eere 15 PacketTrap IT Alerts Will Create Help Desk Authority Tickets if Auto Remediation Steps Fail
18. the issue alerts can be configured to automatically create tickets in Help Desk Authority Specify the severity and priority of the issue based on the type of alert Device that triggered the alert is automatically attached to the Help Desk Authority ticket View detailed device information including CPU memory and disk usage installed applications network statistics and IP configuration running processes Windows services event logs and performance monitors directly from within the ticket in Help Desk Authority Automatically route tickets to the correct technician or group based on the type of device or application that triggered the alert Technicians can get a quick overview of network health and performance with a fully interactive network map view Once tickets are resolved and closed within Help Desk Authority the alerts are automatically reset in PacketTrap IT PacketTrap IT automatically begins monitoring performance and can re open a ticket if abnormal behavior is detected again HELP DESK AUTHORITY CONFIGURATION From the Help Desk Authority Windows or web client the following items will be configured Configure PacketTrap IT server Define the mapping of PacketTrap IT priority field values into Help Desk Authority issue priorities Set the schedule by which your PacketTrap IT and Help Desk Authority data will be synchronized Create the rules in HDAutoEscalate to route issue notifications to appropriate users based on asset t
19. user The network map is interactive in that devices and network links are color coded to indicate their status and the technician can mouse over or double click on network objects to get more information See the help file within Help Desk Authority or PacketTrap IT for more information on the Network Map functions QD masse SOS 559 95B65 tech an z Home Office Remote Location et Quarantine Agents k Lj aJa ScriptLogic n w i amp Ti lt 7 B scrierea 21
20. ype Map Help Desk Authority and PacketTrap IT users to enable Network Map display from within Help Desk Authority scrieri i Help Desk Authority Integration Guide for HelpDeskauthorty PacketlrapIT CONFIGURE PACKETTRAP IT SERVER e Open the PacketTrap tab of the System Options window Setup gt System Options and fill in the PacketTrap Server field this will be the computer name where PacketTrap IT server is installed e Press the Test button to verify that HDA is able to successfully connect to the PacketTrap IT Server ScriptLogic PacketTrap is a comprehensive network management and monitoring solution for IT departments For more information please visit www ScriptLogic com products Pack Tap Packet PacketTrap Server aa 2k8 dc1 Priority Mappings Device Synchronization P1 i urgent z Iv Synchronize devices automatically on a recurring schedule P2 2 High 7 ps e men o rz Schedule Type Daly z P4 4 to LM 03 03 PM Eum o T P5 tow 7 Every h ij day s C Every Weekday Unknown 5 Medium 7 DEFINE PRIORITY MAPPINGS Help Desk Authority and PacketTrap IT maintain separate lists of priority values that can be associated to issues and alerts In order to ensure the proper priority value is associated with the HDA issue ticket when it is created from a PacketTrap IT alert the PacketTrap IT priority values must be mapped to the corresponding HDA prio
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