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2 Legal Notices Copyright 2011 All rights reserved. Under the copyright laws, this manual or the software described within, can not be copied, in whole or part, without the written consent of the manufacturer, except in the normal use of the software to make a backup copy. The same proprietary and copyright notices must be affixed to any permitted copies as were affixed to the original. This exception does not allow copies to be made for others, whether or not sold, but all of the material purchased (with all backup copies) can be sold, given, or loaned to another person. Under the law, copying includes translating into another language or format. Specifications and descriptions subject to change without notice. Trademarks Quest, Quest Software, the Quest Software logo, are trademarks and registered trademarks of Quest Software, Inc in the United States of America and other countries. For a complete list of Quest Software's trademarks, please see Other trademarks and registered trademarks are property of their respective owners. The name PacketTrap Networks, the software, the product name PacketTrap pt360 Tool Suite, PacketTrap MSP, Perspective MSP, and the PacketTrap logo are registered trademarks of PacketTrap Networks, Inc. PacketTrap Networks (the Software) is copyright 2011 by PacketTrap Networks, a division of Quest Software. All rights are reserved. Microsoft Windows 98, Windows NT, Windows 2000, Windows XP, Windows Server 2003, Vista, Windows 7, Internet Explorer, and Active Directory are trademarks or registered trademarks of Microsoft Corporation. Adobe, Acrobat, and Acrobat Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the U.S. and/or other countries. Firefox is a trademark of the Mozilla Foundation

3 Other product and company names mentioned herein may be trademarks and/or registered trademarks of their respective companies and are the sole property of their respective manufacturers

4 Contents Legal Notices 2 Contents 4 Overview 10 About PacketTrap MSP 10 What's New in PacketTrap MSP 10 Using the Quest PacketTrap MSP Community 12 Watching Videos 12 Contacting Support 13 Getting Started 15 System Requirements 15 Things to Consider Before You Install PacketTrap MSP 16 Host Server Hardware and Software System Requirements 17 Device and Collection Agent System Requirements 19 PacketTrap MSP Studio System Requirements 20 SQL Server System Requirements 20 Installing PacketTrap MSP on a Virtual Machine 22 Logging in to the PacketTrap MSP Studio 23 Configuring Your SMTP Settings 24 Setting Up PacketTrap MSP 25 How to Set Up PacketTrap MSP 25 Adding Sites 26 Adding Groups 27 Enabling Devices for Monitoring 29 Enabling SNMP on a Device 30 Enabling WMI on Windows Devices 31 Updating Your Version of PacketTrap MSP 32 Running Network Discovery 33 Pre-Network Discovery Checklist 34 Adding Devices by SNMP 35 Network Discovery Techniques 36 Setting Device Credentials for Network Discovery 38 Adding Devices by Deploying Agents 39 Benefits of Deploying an Agent

5 Installing Agents Manually 41 Managing Credentials 42 Applying Smart Policies to Devices 43 Monitoring Devices 45 Monitoring Your Devices By SNMP 45 Monitoring Your Devices by WMI 46 Monitoring Your Devices by Deploying Agents 47 Collecting Syslog, NetFlow, and SNMP Traps Data 48 Using Dashboards 51 Touring the Dashboard View User Interface 52 Customizing Your Dashboard 53 About Gadgets 54 Adding Dashboard Tabs 59 Adding Gadgets to Your Dashboard 60 Editing a Gadget 62 Creating Custom Gadgets 62 Managing Devices 65 Viewing the Current Logged-on User 65 Displaying the Current Logged-on User 66 Viewing the Logged-on User History 68 Monitoring Current Logged-on User for Windows 70 Troubleshooting: How do I solve the "access denied" error when I use qwinsta.exe/rwinsta.exe or WTSOpenServer Windows API function? 71 Monitoring Data from a Cisco Wireless Access Controller 73 Viewing the Wireless Controller Dashboard 74 Creating Custom Reports for Wireless Access Controllers 74 Connecting Remotely to Devices - Overview 76 Using ExpertAssist 76 Managing Devices Using a Web Proxy 78 Troubleshooting: How do I Access Devices That Use Java When Google Chrome Times Out? 78 Configuring the Remote Control Settings 79 Collecting Real-time Data Using Go Live! 79 Verifying the Device Monitor Status 80 Deciphering Error Codes 80 Viewing the Details of a Device

6 Monitoring Avaya VoIP Systems 88 Preparing the PBX 89 Configuring RTCP Monitoring 89 Configuring CDR Monitoring 91 Adding Node Names 92 Adding an IP CDR Service 93 Setting CDR System Parameters 94 Enabling Intra-switch CDRs 95 Enabling CDR Reporting for Trunk Groups 96 Monitoring Avaya IP Office Systems 97 Avaya IP Office VoIP Systems - Overview 97 Understanding Avaya IP Office Modules 98 Configuring Modules for Avaya IP Office Systems 99 Monitoring Avaya Aura Communication Manager Systems 101 Avaya Aura VoIP Systems - Overview 101 Understanding Avaya Aura Modules 102 Configuring Modules for Avaya Aura Systems 104 Analyzing Traffic Flow Data 106 How PacketTrap MSP Collects Network Traffic Flow Data 107 Enabling NetFlow 107 Enabling ptflow 109 Viewing Traffic Flow Information 113 How to Scope Your NetFlow Traffic Data 115 Understanding the Various Groups of Traffic Flow Information 116 Seeing How Traffic Flow Information is Trending 118 Managing Policies 121 Adding New Policies 122 Adding Devices to New Policies 123 Adding Monitors to New Policies 123 Editing Policies 124 About Monitors in Policies 127 Removing Policies 133 Migrating Devices from the Default Policy 133 Creating Custom SNMP Monitors 135 Installing the SNMP MIB Library 137 Creating Custom SNMP Monitors

7 Adding Custom SNMP Monitors from the MIB Browser 139 SNMP Walking the Device 140 Manually Adding Custom SNMP Monitors 143 Adding Custom SNMP Monitors to Policies 144 Removing Custom SNMP Monitors from Policies 145 Editing Custom SNMP Monitors 146 Deleting Custom SNMP Monitors 148 Viewing Custom SNMP Monitor Details 149 Setting Up Alerts 152 Adding Alerts 152 Escalating Alerts 154 Managing Alert Notification Rules 155 Adding Monitoring Templates to Policies 156 Available Monitoring Templates in PacketTrap MSP 157 Setting Up Alerts for Custom SNMP Monitors 164 Creating and Running Scripts 166 Understanding Script Types 167 Importing Scripts to PacketTrap MSP 167 Exporting Scripts from PacketTrap MSP 168 Deploying VIPRE AntiVirus 170 Creating AntiVirus Policies 171 Configure Advanced Scan Settings 173 AntiVirus Scan Definitions 174 Managing Routine AntiVirus Tasks 175 Scanning on Demand 178 Viewing AntiVirus Alert Logs 179 Patch Management 182 Adding New Patch Management Groups 182 PSA Integration 184 Using PacketTrap PSA 184 Integrating PacketTrap MSP with Autotask 185 Integrating PacketTrap MSP with ConnectWise 187 Integrating PacketTrap MSP with Tigerpaw 188 Generating Reports 190 Running Reports

8 Changing Devices in a Report 192 Changing the Report Period 193 Changing the Report Type 193 Creating Custom Reports 194 Scheduling Reports 197 ing Reports 198 Exporting Reports 199 Network Maps 200 Touring the Network Map Editor User Interface 200 Creating a Network Map 202 Adding Devices to a Network Map 204 Adding Groups 205 Copying Network Maps 206 Editing Your Network Maps 206 Setting the Background 209 Resetting the Background 210 Rebuilding Relationships 210 Deleting Network Maps 211 Updating the Network Map Layout 211 Administration 212 Agent Migration 213 Auto Patch Settings 213 Baseline Configuration 214 Branding Configuration 215 Checking for Updates 215 Flow Configuration 216 License Update 216 Log Alert Configuration 217 Port Management 217 Retention Configuration 218 SMTP Settings 218 Studio Deployment 219 Switching to the New Database 219 User Management 220 Web Service Entry Point API Overview 220 Migrating Your Database

9 Important Information You Should Know Before You Migrate the Database 222 Migrating SQL CE to SQL Server Standard or Enterprise 223 Migrating from SQL Server Standard or Enterprise 223 Index i - 9 -

10 Overview About PacketTrap MSP PacketTrap MSP (Managed Service Provider) is a robust and complete network monitoring solution that allows you to thoroughly and efficiently manage your network. It is capable of monitoring and managing your customer's IT infrastructure in a secure and customized environment. PacketTrap MSP installs on your system and starts discovering your devices in less than 15 minutes. Alongside with discovering your devices, PacketTrap MSP automatically discovers key metrics for network resources, such as hardware, operating systems, virtual infrastructure, databases, middleware, applications, and services. You can then use this information to easily and quickly pinpoint and diagnose network issues. What's New in PacketTrap MSP These features are new to PacketTrap MSP in this release. Avaya Monitoring Support As a network professional with increased responsibility and continually evolving technology, you may experience the challenge of effectively monitoring VoIP systems. You worry that you have adequate visibility into how your IT infrastructure and VoIP systems are working together and may use any number of point tools to manage and monitor them. Still VoIP implementations often suffer from dropped calls, poor voice quality, and other issues. How do you create the most efficient VoIP monitoring environment, enhance user satisfaction and meet SLAs? PacketTrap MSP provides in-depth and detailed monitoring of VoIP quality metrics like MOS, Jitter, packet-loss, delay, network utilization and comprehensive set of reports and alerts on all VoIP related voice metrics. Monitoring for Cisco Wireless Access Controller Devices like Cisco wireless controllers are being used increasingly more to manage all the wireless access points, instead of individually managing access points. Now PacketTrap MSP has the capability to provide the deep monitoring stats that you are used to at the access point level through a central wireless controller. Out of box monitoring includes: health status, access points managed and their performance, and who is connected to what device

11 Application Monitoring Template Ease of use and out of box configuration is a critical foundation piece for PacketTrap MSP. This exciting new feature automatically groups monitors, alerts, and actions to completely monitor and manage applications. This one-click setup dramatically simplifies configuration time and allows you to spend your time on other projects. You can use a monitoring template across global policies, site policies, or on a particular device. One-click Help and Tutorial Videos IT infrastructure management is difficult and complex. Our goal is to provide you with resources at your fingertips to help you quickly find answers to your questions. We ve taken a leap forward in 6.2 with a newly launched Knowledgebase that is directly linked from features and configuration screens. With a single-click you can peruse topics in the new PacketTrap MSP Knowledgebase or you can get feature-specific help from anywhere in the product. PacketTrap PSA Integration Whether you are using spreadsheets and sticky notes or clunky software, PacketTrap PSA will transform your service management into an efficient dare we say enjoyable process. Companies like yours will surely benefit from significant time savings and a dramatic increase in profitability. PacketTrap MSP 6.2 release has seamless integration into PacketTrap PSA, creating a single workflow and solution to meet your business needs. Importing and Exporting Scripts You can import and export a large number of scripts to/from PacketTrap MSP. Scripts that you select to import or export must be formatted in XML. Network Map Enhancements Visual representation of the IT infrastructure is a quick and easy way to identify the root cause of many problems. This release of PacketTrap MSP has two new improvements for Network Maps: o Ability to show or not show connected devices for the devices already on the map. For example, you can now choose to not show a core switch that is connected to a device. o Update the map layout when devices are added or removed. You can drag and drop devices to specific areas on the map and they will not change unless you select this new option

12 Using the Quest PacketTrap MSP Community The Quest PacketTrap MSP Community is a resource for users to find answers, share ideas, and upload documents. It is a great resource if you are looking for solutions to common questions or would like to share best practices. You can access the community the following ways: From the PacketTrap MSP Studio, click the Community button in the main menu. Go to Registering for the Community If you are new to the Quest Community, click here to create a new account. Your new account allows you to comment on discussions, post documents, and participate in other Community features. If you have an account on Quest.com, click here to log in to the Community with your address and Quest.com password. You can create a community profile and get started on the community from there. PacketTrap MSP Knowledgebase A variety of articles, videos, and documents are available in the PacketTrap MSP Knowledgebase to help you get the most out of PacketTrap MSP. To access the knowledgebase, go to Watching Videos Learn more about PacketTrap MSP by watching the following videos: PacketTrap MSP Setup User Guide This video explains how set up your product after you install it. You will learn how to run network discovery, initial application configuration, and configuring dashboards and alerts

13 Netflow Setup Guide This video explains how to configure NetFlow, JFlow, sflow and ptflow. With flows, PacketTrap MSP can capture packets for any device on the network including routers, switches, servers, and desktop. See traffic from the perspective of each device for easier troubleshooting. Agent Deployment Guide This video explains how to deploy, configure, manage, and report on agents distributed locally or throughout the WAN. Packet Trap FAQ This video goes over frequently asked questions about Packet Trap, and how to go about troubleshooting the most common issues. You will learn how to configure devices, flows, backups, and alerts, and how to obtain technical support. SNMP Traps Guide This video explains how to setup SNMP traps on a device monitored by SNMP, an Agent device as well as networking device. Contacting Support Support for PacketTrap MSP is available to customers who have a trial version of PacketTrap MSP or who have purchased PacketTrap MSP. You can retrieve solutions to any issues that you may have in the following ways: Visit the PacketTrap MSP Community by going to communities.quest.com/community/packettrap/ptmsp. The PacketTrap MSP community is a resource for you to find answers, share ideas, or view and upload documents. Visit the PacketTrap MSPKnowledgebase to see detailed instructions on how to use the features in PacketTrap MSP. You can access the knowledgebase by going to

14 communities.quest.com/community/packettrap/ptmsp/knowledgebase_(beta)?view=overview Call Support at (415) or (866) (toll-free) your questions or issues to support at : support@packettrap.com

15 Getting Started This section provides you with an overview setting up customer profiles, deploying the PacketTrap MSP agent (ptagent) to your customer s network, and discovering your devices. You will also learn more about the PacketTrap MSP architecture, as well as receive an introduction to some of the main features in PacketTrap MSP. Topics in this section PacketTrap MSP Features Overview How to Set Up PacketTrap MSP Logging in to the PacketTrap MSP Studio Configuring Your SMTP Settings Pre Network Discovery Checklist Managing Credentials Setting Up PacketTrap MSP System Requirements This section contains information on the minimum system requirements for PacketTrap MSP. Before you can begin to download PacketTrap MSP, you must make sure that your computer meets the minimum system requirements. This document contains information on the minimum system requirements for PacketTrap MSP. Before you can begin to download PacketTrap MSP, you must make sure that your computer meets the minimum system requirements. Topics in this section Things to Consider Before You Install PacketTrap MSP Host Server Hardware and Software System Requirements Device and Collection Agent System Requirements PacketTrap MSP Studio System Requirements

16 SQL Server System Requirements Installing PacketTrap MSP on a Virtual Machine Things to Consider Before You Install PacketTrap MSP Installing PacketTrap MSP with the default monitor settings, this basic type of installation will perform well on a Dual-Core system with 4 GB of RAM. If you adjust the policies to monitor larger networks or use the Network Traffic Flow module, you need to consider which hardware and system configuration you plan to use. As shown in the tables in the following sections, the minimum system requirements are dependent upon the number of devices that you are monitoring. You must consider the following scalability issues before installing PacketTrap MSP: Number of monitored devices: If you monitor 500 or more devices, you may need to do some performance tuning on your system. Amount of data collected for each device: If you increase the number of monitors on a device, a spike in the amount of data collected will occur. Changing the default time intervals: If you set a time interval to collect data every five minutes, using a high performance server is recommended to complete the data collection in an efficient and timely manner. Number of Studio connections: A large number of Studio connections simultaneously accessing the system will impact performance. To optimize performance when collecting traffic analysis data, it is recommended that you use a dedicated high performance server when the following conditions exist: You configure the application to collect Traffic Flow data from multiple routers or switches. There exists a large amount of traffic conversations. You set up the application to monitor more than 500 devices

17 Host Server Hardware and Software System Requirements See the following table for the minimum hardware and software system requirements for your host server. Updating Your.Net Framework Before you can install PacketTrap MSP, you must upgrade your.net framework to version 4.0 or higher. When you install PacketTrap MSP, if you have not upgraded your.net framework to version 4.0 or higher, the PacketTrap MSP installer will automatically update your target server. You will see a message indicating that the.net framework is being upgraded. NOTE: Keep in mind that updating the.net 4.0 framework on your target server will take several minutes to complete. When the Next button becomes active, you can proceed with completing your product installation. Updating Your Server to SQL Server Standard or Enterprise Edition When you download PacketTrap MSP, the application comes with an optimized version of SQL CE installed. This optimized version works when you are trying out PacketTrap MSP and supports no more than 20 devices at default monitor settings and 1 traffic flow device. If you are monitoring more than 20 devices or running the application in your production environment, you must install PacketTrap MSP on SQL Server Standard or Enterprise Edition. NOTE: The following minimum requirements apply when you install the default configuration. Significantly increasing the device monitoring intervals and network traffic collection may cause an additional load on the server, which may require you to increase your RAM and upgrade your CPU power. Host Server System Requirements Operating System For 32-bit or 64-bit: Microsoft Windows 2003 SP2 or later Microsoft Windows 2008 Server CPU Memory Dual Core, 3.0 GHz or higher (Recommended) 4 GB RAM

18 Host Server System Requirements NOTE: You will need to increase the amount of memory based on the high-volume data that you are collecting, such as netflow, syslog, and windows event logs. Hard Drive Space.Net Framework Firewall Exceptions - Allowed Programs 50 GB NOTE: You will need a minimum of 3 GB of free space to install the SNMP MIB Library. NOTE: You will need to increase your hard drive space based on the retention settings. Version 4.0 or higher The following are automatically configured during installation: ptserverservice ptagentservice ptstudio Ports The following are the firewall rules for inbound connections: 5053 (TCP) = (SSL Encrypted Host Server port) 5054 (TCP) = Agent deployment CAB file downloads 5055 (TCP) = (128 AES Encrypted Remote Control Tunnel port) 161 (UDP) SNMP Trap collector 69 (UDP) - TFTP Server 514 (UDP) - Syslog collector 2055 (UDP) NetFlow collector 6343 (UDP) sflow collector 9555 (UDP) - NetFlow Alternative port #2 collector 9995 (UDP) NetFlow Alternative port #3 collector

19 Device and Collection Agent System Requirements See the following table for the minimum hardware and software system requirements for your host server in order to deploy device and collection agents on it. NOTE: When you install a collection agent on Microsoft Windows XP or Microsoft Vista, the limited TCP connections available with these operating systems may impact the monitoring performance. It is recommended that you use Windows Server 2003 or Windows Server 2008 when possible. System Requirements for Device and Collection Agents Operating System For 32-bit or 64-bit: Windows Server 2003 SP2 or later Windows Server 2008 Windows XP SP2 or later Windows Vista SP1 (all versions) Microsoft Windows 7 Ubuntu Server 8 Fedora release 10 Debian 4.0 OpenSuse 11.0 Apple Mac OS X NOTE: Windows Server 2003 or Windows Server 2008 is required if you are collecting Syslog, NetFlow, ad SNMP Traps data..net Framework Ports Version 4.0 or higher The following are the firewall rules for inbound connections: 5053 (TCP) = (SSL Encrypted Host Server port)

20 System Requirements for Device and Collection Agents 5054 (TCP) = Agent deployment CAB file downloads 5055 (TCP) = (128 AES Encrypted Remote Control Tunnel port) 161 (UDP) SNMP Trap collector 69 (UDP) - TFTP Server 514 (UDP) - Syslog collector 2055 (UDP) NetFlow collector 6343 (UDP) sflow collector 9555 (UDP) - NetFlow Alternative port #2 collector 9995 (UDP) NetFlow Alternative port #3 collector PacketTrap MSP Studio System Requirements You can use the following operating systems and browsers to run the web version of the PacketTrap MSP Studio. Microsoft Windows (all versions) Microsoft Internet Explorer 6 or later Mozilla Firefox 3.6 Google Chrome SQL Server System Requirements See the following table for the minimum SQL Server system requirements. When you download PacketTrap MSP, the application comes with an optimized version of SQL CE installed. This optimized version works when you are trying out PacketTrap MSP and supports no more than 20 devices at default monitor settings and 1 traffic flow device. If you are

21 production environment, you must install PacketTrap MSP on SQL Server Standard or Enterprise Edition. NOTE: When you create user account, you need to create a SQL Server login with the db-owner database role on the PacketTrap MSP database. System Requirements for SQL Server Database For 32-bit or 64-bit: Microsoft Windows SQL Server 2005 Standard or Enterprise Editions Microsoft Windows SQL Server 2008 Standard or Enterprise CPU Memory Hard Drive Space Dual Core, 3.0 GHz or higher (Recommended) 4 GB RAM NOTE: You will need to increase the amount of memory based on the high-volume data that you are collecting, such as NetFlow, syslog, and windows event logs. 50 GB Additional Hardware Requirements for SQL Server If you choose to run SQL Server on a separate machine from your PacketTrap MSP server, the following requirements apply: You must install SQL server on a physical machine. You must have a minimum of 4 GB of RAM. You must use SQL authentication instead of windows authentication. If you have SQL Server running on the same box as the PacketTrap MSP Platform Server, it is recommended that you limit the amount of installed memory that SQL Server consumes. 4 GB RAM -> 2 GB RAM 8 GB RAM-> 5 GB RAM 16 GB RAM->12 GB RAM

22 If your machine is collecting traffic and log data, the following minimum system requirements apply: Additional Requirements Operating System Perspective Agent Service Perspective Service Additional RAM per Netflow Device(s) Additional RAM per Netflow Device(s) 2 GB 1 GB 1 GB NoOfFlowDevices * 300MB 1 GB Installing PacketTrap MSP on a Virtual Machine Because of intense I/O requirements and a high threshold of additional hardware specifications, installing PacketTrap MSP on a virtual machine in a production environment is not recommended. You should install PacketTrap MSP in a testing environment to ensure that you, your colleagues, and your sites have the best user experience possible. The following items are the minimum hardware and software system requirements when installing PacketTrap MSP on a virtual machine (VM). Operating System: For 64-bit, both Windows Server 2008 or Windows Server 2008 R2 are recommended. You can use Microsoft Windows 7; however, it is not officially supported. CPU: Two physical cores dedicated to perspective VM (no hyper-threading core). Memory: 4 GB RAM. NOTE: If you install SQL server, you must include an additional 4 GB RAM. You must provide a minimum of 100 MBs of bandwidth dedicated. You must make sure that your VM is using a physical partition rather than a virtual harddisk

23 Logging in to the PacketTrap MSP Studio After you successfully install PacketTrap MSP and launch the Studio, you will need the default information to log in to the system: Username: Admin Password: Password In the Host And Port field, type a valid DNS name or IP address. NOTE: The DNS name is the name of the machine on which you installed PacketTrap MSP. It is strongly recommended that you use a DNS name instead of an IP Address. You should also keep the following items in mind before you start to use PacketTrap MSP: Make sure that you open ports 5053 and 5054 and check that no other application or process is using these ports. Verify that the PacketTrap MSP server has been started in Windows Services. You must manually start the service if it is not already started

24 Configuring Your SMTP Settings When you first log in to the Studio, the Let's Get Started window appears. This window allows you to set up your administrator account information and configure your SMTP settings. This information is important when it comes to receiving alert notifications and reports that you schedule in PacketTrap MSP. Alerts and reports are critical components of your business, which keep you informed about network events and issues that may occur. By configuring your SMTP settings, where you will identify the SMTP server name and port and provide the appropriate authentication information (if necessary), these alerts and reports are sent to your address when they happen. It is recommended that you set up your SMTP settings in the Let's Get Started window; however, you do have the option to set it up at a later time by clicking Configuration -> Administration -> SMTP Settings. To configure the SMTP settings 1. Click Configuration -> Administration -> SMTP Settings 2. In the SMTP Server field, type the name of your SMTP server. 3. In the SMTP Port, type the port number. The default port is If your SMTP server requires authentication, do the following in the Authentication section: Type the username, password, and domain name to allow PacketTrap MSP access to the SMTP server. 5. If your server requires secure socket layer (SSL) encryption, select the Enable SSL check-box. 6. (Optional) In the Send Test Message field, type your address and click Send to verify that you have properly configured your SMTP settings. You will receive a test shortly thereafter. 7. Click OK to save your changes. See Also

25 Adding Alerts Scheduling Reports Setting Up PacketTrap MSP This section will show you more about getting PacketTrap MSP up and running. Topics in this section How to Set Up PacketTrap MSP System Requirements Adding Sites Adding Groups Enabling Devices for Monitoring How to Set Up PacketTrap MSP There are a couple of factors that you must keep in mind when setting up your product: It is recommended that you assign a public DNS to your product platform server instead of using an IP address. Make sure you open the correct outbound and inbound firewall ports. For more information, click here. The following diagram shows how your product monitors and collects data from your devices and sends it to your PacketTrap MSP platform server

26 See Also System Requirements Enabling Devices for Monitoring Adding Sites When you have new sites, you can create profiles for them in PacketTrap MSP and then run network discovery to discover the devices in their networks. To create a new sites

27 1. In the PacketTrap MSP Studio, click New -> Customer. 2. In the Editor dialog box, type a name and description for the site. This information will appear in the Devices View. 3. Type the host name of the remote site. It is recommended that you use the DNS name of your host; however, you can use the IP address. 4. Click Save. 5. Click Copy URL to download the agent software or click URL to send the link to the machine where you want to install the collection agent on the remote site. NOTE: Every remote site needs an agent deployed to it. You will be prompted to select a polling agent or to manually install one. A polling agent is the agent the connects back to your platform server. For more information, see Installing Agents Manually. To add devices to your new site 1. In the Devices View, select the new site in the Customer drop-down list. 2. Click Add New Devices. 3. Go through the screens of the Network Discovery wizard to discover the devices in a site's network. See Also Adding Devices by SNMP Adding Devices by Deploying Agent Adding Groups You can create multiple groups to organize the various types of devices in a network. For example, you can group similar devices together, such as adding all the desktops in a network to a group called "Desktop". To add a new group

28 1. In the PacketTrap MSP Studio, New -> Group. 2. In the Add a New Group dialog box, type a name for the group. 3. In the Edit Group dialog box, click Add Device Member to start adding devices to the group. 4. In the Select New Device Members, select one or more devices and then click Add. 5. Click Add to finalize your selection and add the devices to the group. 6. Click Save to save your changes. To edit a group 1. In the tree view, right-click a group and click Edit. 2. (Optional) Type a new name in the Name field. 3. Click Add to add more devices to the group OR Select one or more devices and click Remove to remove the devices from the group. 4. Click Save to save your changes

29 To remove a group 1. In the tree view, right-click a group and click Remove. 2. When the message appears, click Yes. Enabling Devices for Monitoring Before PacketTrap MSP can begin monitoring and collecting data from the devices in a network, you must enable SNMP or WMI. You will need to enable the correct protocol depending on the type of data you are collecting. Simple Network Management Protocol (SNMP) Simple Network Management Protocol (SNMP) is an Internet-standard protocol for managing devices on IP networks. SNMP allows you to collect data from all types of devices, such as desktops, servers, routers, and switches, across any operating system. When you enable SNMP on a device and provide the correct credentials, PacketTrap MSP can monitor that device and collect data from it. For more information on how you can enable SNMP, see Enabling SNMP on a Device. Windows Management Instrumentation (WMI) Windows Management Instrumentation (WMI) is a programming interface (API) in the Windows operating system that enables devices and systems in a network, typically enterprise networks, to be configured and managed. WMI is based on Web-Based Enterprise Management (WBEM), which stores all definitions in a Common Information Model (CIM) database. WMI allows network administrators to query and set information on workstations, applications and networks, and can also be used to access the Active Directory. Enabling WMI allows PacketTrap MSP to collect the following specific data from Windowsbased devices: Microsoft Exchange SQL Active Directory

30 Windows event logs Windows services Hardware Inventory For more information on how you can enable WMI, see Enabling WMI on Windows Devices. See Also Enabling SNMP on a Device Enabling WMI on Windows Devices Monitoring Your Devices by SNMP Monitoring Your Devices by WMI Enabling SNMP on a Device When you enable SNMP on a device and provide the correct credentials, PacketTrap MSP begin to monitor that device and collect data from it. Use the SNMP Enablement tool to enable SNMP on the devices in a network. 1. In the PacketTrap MSP Studio, select one or more devices in the Devices View. You can add more devices to your list by clicking Select Targets. 2. Right-click and then click Tools -> Enable SNMP. 3. In the Enable SNMP Wizard, click Next. PacketTrap MSP begins to determine if the devices are available for SNMP Enablement and will display the results. 4. Click Next. 5. Select the SNMP credential that you want to assign to the devices. Click the Manage Credential link to add new credentials to the Encrypted Credential Store. 6. Click Next. NOTE: If necessary, you can modify the preferred credential assigned to each device by selecting it and then clicking Set Preferred. 7. Click Next. SNMP is now enabled on the devices. 8. Click Finish to complete the process

31 Visit the PacketTrap MSP Community Is your SNMP-enabled device not responding? Click here to find an answer to this issue. See Also Monitoring Your Devices by SNMP Enabling Devices for Monitoring Enabling WMI on Windows Devices For Windows-based machines running Windows XP or Vista, by default Microsoft installs and configures WMI. Before you can start monitoring your devices by WMI, you must make sure that the following services are running: Windows Management Instrumentation Windows Management Instrumentation Driver Extensions To enable WMI 1. Go to the Control Panel and double click Administrative Tools. 2. In the Administrative Tools dialog, double-click Computer Management. 3. Expand Services and Applications, right-click WMI Control and follow the Windows menus. For more information on troubleshooting WMI related-issues on Windows XP, click here. For more information on connecting to WMI remotely on Windows Vista, click here. See Also Monitoring Your Devices by WMI Enabling Your Devices for Monitoring

32 Updating Your Version of PacketTrap MSP There are two ways PacketTrap MSP will update. One approach is to manually update your software and the other approach is to let it automatically update. Manually Updating Your Product 1. From the PacketTrap MSP Studio main menu, click Administration. 2. In the Administration window, click Check For Updates. 3. Click Update Now to manually apply the software updates. The program will close and then reopen automatically. Automatically Updating Your Product Upon launching PacketTrap MSP, the software will check for any updates available at the patch server. The software automatically pulls the updates and stores them in cache. The updates are applied the next time the software is launched

33 Running Network Discovery Overview Network Discovery scans the entire network, and then populates your database with the devices that you want to monitor and manage with PacketTrap MSP. Using various discovery techniques, such as ping and MAC resolution, network discovery provides a complete set of attributes for all devices. Using the data profile created for devices during discovery, PacketTrap MSP automatically assigns them to different policies, known as Smart Policies, that are comprised of monitors that best fit what kind of data you want to collect from the devices. The Network Discovery Wizard appears shortly after you install PacketTrap MSP and open it for the first time. However, if you need to add more devices to your database, you can run network discovery again. To run network discovery from the Studio 1. In the PacketTrap MSP Studio, click Add Devices. 2. In the Add Devices Wizard, select the method by which you want to add devices: See Adding Devices By SNMP for more information See Adding Devices by Deploying Agents for more information 3. Go through the remaining screens of the wizard to complete the process and click Finish. Things to Consider Before You Run Network Discovery Although network discovery detects a device in the network, the data profile that it creates for the device may not be complete because of several factors. It is recommended that you consider the following before you run network discovery: Enable SNMP or WMI on your devices in order to monitor and collect data from it. You do not need to enable SNMP on devices where an agent is deployed; however, if the agent is monitoring and collecting data from other devices, such as routers and switches, you will need to enable SNMP on those devices

34 NOTE: Enabling WMI allows you to monitor and collect data for Microsoft Exchange, SQL, Active Directory, Windows Event Logs, Windows Services, and Hardware Inventory data types only. Make sure you have the correct credentials. When you run network discovery, you can only enter one credential at a time for each level of security. So you may have to run network discovery more than once to properly discover all devices in the network. You can also set the credentials for a device at a later time using the Set Credential link in the Devices View. If you do not have the correct credentials assigned to a device in PacketTrap MSP, PacketTrap MSP will not be able to monitor and collect data from that device. Topics in this section Adding Devices by SNMP Adding Devices by Deploying Agents Managing Credentials Enabling SNMP on a Device Enabling WMI on Windows Devices Pre-Network Discovery Checklist PacketTrap MSP installs on your system and starts discovering your devices in less than 15 minutes. However, there are important items that you must have in place in order to optimize your experience with PacketTrap MSP. This section will help you prepare your system before you run network discovery by providing you with the following checklist of items that you need to implement. Make sure your server meets the minimum system requirements The PacketTrap MSP platform server is the main database for monitoring and collecting all data from your devices. To verify that it meets the minimum system requirements, see Host Server Hardware and Software System Requirements for more information. Open the appropriate ports You will need to make sure that all the correct TCP Ports are open on your firewall to allow communication to the PacketTrap MSP platform server. For more information about inbound ports, see Host Server Hardware and Software System Requirements

35 Have your valid WMI credentials available You will need to have all your valid Windows administrative credentials available for the devices that you want to monitor by WMI. After you install PacketTrap MSP, you can use the WMI enablement tool to enable WMI on your devices. For more information about how you can accomplish this task, see Enabling WMI on Windows Devices. Have your valid read/write SNMP credentials available You will need to have all your valid read/write SNMP credentials available for the devices that you want to monitor by SNMP. After you install PacketTrap MSP, you can use the SNMP enablement tool to enable SNMP on your devices. For more information about how you can accomplish this task, see Enabling SNMP on a Device. Telnet/SSH access You must have Telnet/SSH access to all your routers, switches, and devices that you want to monitor with PacketTrap MSP. Compile a list of IPs and/or IP ranges You should make a list of all the IPs or IP ranges that you want to monitor during the PacketTrap MSP. Adding Devices by SNMP PacketTrap MSP can use SNMP to discover devices in a network and then provide a complete set of attributes for each discovered device. This type of network discovery will gather technical data including hardware, software, and processes for each device, and then identify devices by responding status, protocols, type, and operating system. When you add a device by SNMP, it requires that you provide the SNMP credentials for the devices and you must make sure that you have the correct port open so that the target machine can accept SNMP packets from that device. 1. In the PacketTrap MSP Studio, click Add New Devices. 2. In the Add Devices Wizard, select Add Devices Via SNMP Network Discovery. 3. Click Next. 4. In the Enter Targets field, type any one of the following: CIDR, DNS, IP/Subnet Mask or range of IP Addresses. 5. In the Select Network Discovery Techniques section, deselect any of the check-boxes that do not apply to your discovery. For more information on these techniques and configuring the advanced ping settings, see Network Discovery Techniques

36 6. In the Choose Device Credentials section, select a credential for each level of security that you want to use to discover each device. For more information on credentials, see Setting Device Credentials for Network Discovery. 7. Click Next to start the discovery process. 8. On page 2 of the Network Discovery Wizard, select the devices on which you want to do a complete discovery. You can use the options in the drop-down list to filter the devices shown on this screen. 9. Click Next. 10. On page 3 of the Network Discovery Wizard, select how you want to assign your devices to a policy. For more information about the Policy Assignment Options, see Applying Smart Policies to Devices. 11. Click Finish to complete the Network Discovery process. See Also Network Discovery Techniques Setting Device Credentials for Network Discovery Applying Smart Policies to Devices Network Discovery Techniques PacketTrap MSP provides 3 different techniques to help you discover the devices in a network. They are: Exclude Existing Devices in Database

37 Use this technique if you have previously run network discovery. It does not include devices that are currently in the database in you new search, which allows PacketTrap MSP to scan a network faster. Ping Use this technique to send an ICMP command to a device. If the ping monitor is working as expected, a device will respond to the request. There are advanced ping settings that you can configure from the Network Discovery Wizard, which is explained further in the following section. MAC Resolution PacketTrap MSP uses the MAC Address to uniquely identify and profile a device in the network. Configuring Advanced Ping Settings PacketTrap MSP provides a way to configure the ping settings so that you can turn a resolution on to display or turn it off from displaying. Click the Advanced Settings link in the Select Network Discovery Techniques section to modify the following settings: Ping Timeout (ms) Maximum amount of time in milliseconds that a ping waits for a response from the target IP address. If the target does not respond within the number of milliseconds set, ping assumes it is not working as expected. Ping Packet TTL (Time-To-Live)

38 Number of hops along the way to the specified address. If you assign a value of 32 to this setting, your ping scan may pass through up to 32 different routers on the way to the remote address before the network throws it away. Pings Per Node You can control the number of ping attempts to send to each address during a scan. When a network containing a Cisco router is scanned, you should set this number to a number greater than 2. If the target IP address is not in the ARP cache of a Cisco router, the router discards the ICMP query while it requests the MAC address of the target IP. The first ping will never arrive at the subnet of the target IP address; however, the Cisco router will respond to the second ping. Delay Between Pings Time in milliseconds between each successive ping to the target address. If you assign a low value to this setting a constant stream of pings is sent to the target IP address. See Also Adding Devices by SNMP Setting Device Credentials for Network Discovery When you run network discovery, selecting the correct credentials is essential in order for PacketTrap MSP to access the devices in a network. When a device is discovered during a scan of the network, PacketTrap MSP will add it to the database. However, if you incorrectly set the credentials for that device (in the product), PacketTrap MSP cannot monitor and collect data from it. In the Network Discovery Wizard, choose the correct credential for the devices in the network. PacketTrap MSP allows you to select a credential for the following protocols: SNMP Version 1 Credential SNMP Version 2 Credential SNMP Version 3 Credential WMI Credential

39 From the Network Discovery Wizard, you can add new credentials to the Encrypted Credential Store by clicking the Managing Credentials link. For more information about credentials, see Managing Credentials. See Also Adding Devices by SNMP Adding Devices by Deploying Agents The Deploy Agent Wizard allows you to select one or more devices where you can deploy a local or remote agent. Agents can only be deployed to Windows-based machines running Windows XP, Windows Vista, or Windows Server As you work through the different screens of the wizard, you will select the device where you want to install the agent, determine if SNMP in enabled on the device, learn the status of that device (if it will support an agent deployed on it), set and manage the device's credentials, set the telnet/ssh credentials in order to connect to the device. For more information about the minimum system requirements the agent device needs to meet, such as which ports you need to open, see Device and Collection Agent System Requirements. 1. In the PacketTrap MSP Studio, click Add Devices. 2. In the Add Devices Wizard, select Add Devices By Deploying Agents and click Next. 3. In the Deploy Agent Wizard, type a CIDR, DNS, IP/SubnetMask or range of IP addresses in the Enter Targets field. 4. Click Next. NOTE: This process may take a few moments to complete. 5. In the Connectivity Results screen, select a device in the list.note: Check the Status column for information about the devices that were discovered. If the returned results have a "Fail" status, you may not be able to select that device. 6. Click Next. 7. Select a preferred credential and type a username and password. You can create a new credential by selecting (new credential) in the drop-down list. 8. Click Next

40 9. In the Set Telnet/SSH Credential screen, select the device on which you are installing an agent and click Set Preferred. 10. Click Next. 11. In the Results screen the Results screen will notify you if the Telnet/SSH credential for the device is valid. 12. Select a device with the correct WMI credential so that you can monitor and collect specific Windows-based data. For more information, see Monitoring Your Devices by WMI. NOTE: Use the Manage Credential link on this screen to edit your existing credentials or to create a new credential. For more information, see Managing Your Credentials. 13. Click Next. The agent will now be deployed to the device. You can view the log in the agent deployment status. 14. Click Finish. See Also Monitoring Your Devices by Deploying Agents Benefits of Deploying an Agent Benefits of Deploying an Agent You will experience the following benefits when you deploy an agent on a machine: An agent captures and monitors all data from a machine eliminating the need to enable SNMP or WMI on a device. You can use the Patch Management feature. You can remotely gain access to a machine using Expert Assist. Increase a machine's performance by decreasing the amount of traffic between devices. Increase the quality of monitored data by missing fewer monitoring intervals than a SNMP connection. Gives you remote access to various mobile assets, such as laptops. Increase the amount of devices that you can monitor

41 See Also Monitoring Your Devices by Deploying an Agent Installing Agents Manually You can manually deploy an agent on any windows-based machine. When you install an agent manually, you are downloading the agent software from a known location on your PacketTrap MSP server. Also, you can use the URL feature to deploy an agent to all the desktops in a network. By ing the location of the agent software to each desktop owner, they can download the agent software onto their desktops. 1. In the PacketTrap MSP Studio, click Add Devices. 2. In the Add Devices Wizard, select Add Devices By Deploying Agents. 3. Click Next. 4. In the Deploy Agent Wizard, click Install Manually. 5. In the Manually Deploy Agent dialog, select an operating system and do one of the following: Click Copy URL to download the agent software from a known location on your PacketTrap MSP server. Click URL to send the location of the agent software to all the desktops in a network. 6. Click Close

42 See Also Adding Devices by Deploying an Agent Managing Credentials The Encrypted Credential Store is a secure repository of SNMP, WMI, and SSH credentials shared by all tools and gadgets which require them. It uses standard AES 256-bit encryption. Selecting the correct credentials is essential in order for PacketTrap MSP to access the devices in your network. When a device is found during Network Discovery, PacketTrap MSP will add it to the database. However, if you incorrectly set the credentials for that device in the Network Discovery Wizard, PacketTrap MSP cannot monitor and collect data from it. In the Encrypted Credential Store, you can store credentials for the following protocols: SNMP Version 1 Credential SNMP Version 2 Credential SNMP Version 3 Credential WMI Credential Telnet SSH From the Network Discovery Wizard, you can add new credentials or edit existing credentials by clicking the Managing Credentials link. 1. Click Credentials from tree options in Devices. 2. In the Credentials window, click New. 3. From the drop-down list next to Type select the type of credential protocol you wish to configure and save. The configuration of each of the three choices displayed is described in the following three sections. 4. Click Save. 5. Click Assign, and then in the Select Devices window, select one or more devices to assign the credential to those devices. 6. Click Close to finish