How To Use A Help Desk With A Pnettrap On A Pc Or Mac Or Mac (For A Laptop)

Transcription

1 Integration Guide Help Desk Authority, PacketTrap and sl

2 2010 ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo, Help Desk Authority and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic Corporation in the United States of America and other countries. All other trademarks and registered trademarks are property of their respective owners. 2 Integration Guide: Help Desk Authority, PacketTrap and sl360

3 Table of Contents Introduction... 4 Product Overview... 4 Benefits of Product Integration... 4 Advanced Help Desk Automation... 4 Easy Remediation... 5 Close Tickets and Reset Alerts... 5 Configuring Help Desk Authority and sl360 Integration... 5 From the Tools Menu... 6 From the Tool Bar... 6 From the Asset Window... 6 From the Issue Window... 8 Configuring PacketTrap and sl360 Integration Running a tool against a single device Running a tool against multiple devices Configuring Help Desk Authority and PacketTrap Integration Help Desk Authority Configuration Configure PacketTrap Server Define Priority Mappings Configure Device Synchronization Configure HDAutoEscalate Rules PacketTrap Configuration Configure Help Desk Authority web server Configure alerts to generate ticket in Help Desk Authority Help Desk Authority and PacketTrap Integrated Features PacketTrap alerts will create Help Desk Authority tickets if auto-remediation steps fail Automatic ticket routing Automatic alert reset Centrally view and report on all incidents related to network or application failure events View detailed device information from within Help Desk Authority Integration Guide: Help Desk Authority, PacketTrap and sl360

4 Introduction This document walks through the steps required to enable integration between Help Desk Authority, the sl360 Tool Suite, and PacketTrap. It also highlights the integrated functionality offered when the products are installed together. Product Overview Help Desk Authority is an industry leading help desk software solution for tracking tickets and shortening the lifecycle of help desk issues. PacketTrap is a comprehensive and affordable network management and application monitoring solution. It solves the problems associated with bandwidth, network and application performance, and connectivity that are often constant, time-consuming issues for IT departments. The sl360 Tool Suite is offered as a free solution, it consolidates dozens of network management and network monitoring tools into a single, integrated interface. The tool suite includes Cisco configuration management, server and application monitoring, open source and third party integration, a robust encrypted credential store, the ability to save and flow results between tools, deep network discovery (with network mapping) and syslog server capabilities. Benefits of Product Integration Integration between Help Desk Authority and PacketTrap has been designed to ease the burden on IT staff. PacketTrap can be configured to create an alert and begin remediation. If PacketTrap cannot resolve the issue, then a ticket can be automatically created in Help Desk Authority, populated with the actions already taken as well as the status of the actions. This allows technicians to save time and begin a deeper resolution of the issue. Now bundled with every license of Help Desk Authority, ScriptLogic s sl360 Tool Suite consolidates dozens of network management and network monitoring tools into a single, integrated interface. Technicians can now troubleshoot issues without ever leaving the Help Desk Authority console. Advanced Help Desk Automation Configure PacketTrap alerts to create tickets in Help Desk Authority Auto remediation actions and status included in the help desk ticket Route tickets to the correct technician or group based on the type of device or application 4 Integration Guide: Help Desk Authority, PacketTrap and sl360

5 Easy Remediation PacketTrap provides severity and priority of the issue, while displaying device details within the Help Desk Authority Console Launch sl360 troubleshooting tools directly from the help desk ticket, with the proper settings, from the PacketTrap of the affected device Troubleshooting tools include device management, server and application monitoring, deep network discovery and more Application monitoring provides in-depth visibility for running processes and performance counters PacketTrap provides support for Exchange, SQL and Active Directory monitoring and remediation Create device groups, save tool settings and favorite tools to reduce troubleshooting and resolution times Close Tickets and Reset Alerts Once tickets are resolved inside Help Desk Authority, the alerts are reset in PacketTrap PacketTrap automatically begins monitoring performance and can re-open a ticket if abnormal behavior is detected again Configuring Help Desk Authority and sl360 Integration When the Help Desk Authority Windows client and the sl360 Tool Suite are installed on the same computer, the sl360 Tool Suite can be invoked directly from the HDA Tools Menu and Toolbar. Additionally, the following sl360 tools can be invoked to run directly against a device both from an HDA Asset record or directly from within an HDA Issue record. DNS Audit Enhanced Ping Graphical Ping Ping Scan Port Scan MAC Scan WMI Scan SNMP Scan SNMP Walk Switch Port Mapper TraceRoute Traffic Jam Wake On LAN Whois 5 Integration Guide: Help Desk Authority, PacketTrap and sl360

6 From the Tools Menu From the Tools menu, select sl360 Troubleshooting Tools as shown in the following image From the Tool Bar From the Tool Bar, select the sl360 icon From the Asset Window Open the Asset Edit window for the asset (Assets Icon on tool bar > Search for Asset record) Select the 360 Troubleshoot button from the tool bar Select the appropriate tool from the drop down menu 6 Integration Guide: Help Desk Authority, PacketTrap and sl360

7 sl360 Tool Suite launches and the tool begins to run directly against the selected asset 7 Integration Guide: Help Desk Authority, PacketTrap and sl360

8 From the Issue Window Open the Issue Edit window (Open Issue Icon on tool bar > Enter Issue number) Select the Asset tab of the Issue Edit window Select the 360 Troubleshoot button from the Asset tab Select the appropriate tool from the drop down menu Note: An asset must be associated with the issue or the 360 Troubleshoot button will not be present 8 Integration Guide: Help Desk Authority, PacketTrap and sl360

9 sl360 Tool Suite launches and the tool begins to run directly against the selected asset 9 Integration Guide: Help Desk Authority, PacketTrap and sl360

10 Note: The sl360 Tool Suite must be installed on the same machine as the Help Desk Authority Windows client in order to use the integrated features. The integrated functionality is not available via the Help Desk Authority web client. Configuring PacketTrap and sl360 Integration When the PacketTrap Studio and the sl360 Tool Suite are installed on the same computer, the following sl360 tools can be invoked to run directly against a device from within the PacketTrap Studio. PacketTrap supports running certain tools against multiple devices at the same time depending on the context of where the tool is invoked. DNS Audit Enhanced Ping Graphical Ping Ping Scan Port Scan MAC Scan 10 Integration Guide: Help Desk Authority, PacketTrap and sl360

11 Net Flow WMI Scan SNMP Scan SNMP Walk Syslow Switch Port Mapper TFTP Server TraceRoute Traffic Jam Wake On LAN Whois Running a tool against a single device Highlight a single device from the list, right click and open the Tools menu Select the appropriate tool from the drop down menu sl360 Tool Suite launches and the tool begins to run directly against the selected device 11 Integration Guide: Help Desk Authority, PacketTrap and sl360

12 Running a tool against multiple devices Highlight a more than one device from the list, right click and open the Tools menu Select the appropriate tool from the drop down menu 12 Integration Guide: Help Desk Authority, PacketTrap and sl360

13 sl360 Tool Suite launches and the tool begins to run directly against the selected devices 13 Integration Guide: Help Desk Authority, PacketTrap and sl360

14 Configuring Help Desk Authority and PacketTrap Integration When Help Desk Authority and PacketTrap are installed together, both products must be configured in order to enable the integration. Help Desk Authority Configuration From the Help Desk Authority Windows or web client, the following items will be configured: Configure PacketTrap server Define the mapping of PacketTrap priority field values into Help Desk Authority issue priorities Set the schedule by which your PacketTrap and Help Desk Authority data will be synchronized Create the rules in HDAutoEscalate to route issue notifications to appropriate users based on asset type Configure PacketTrap Server 14 Integration Guide: Help Desk Authority, PacketTrap and sl360

15 Open the PacketTrap tab of the System Options window (Setup > System Options) and fill in the PacketTrap Server field (this will be the computer name where PacketTrap server is installed) Press the Test button to verify that HDA is able to successfully connect to the PacketTrap Server Define Priority Mappings Help Desk Authority and PacketTrap 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 alert, the PacketTrap priority values must be mapped to the corresponding HDA priority values. PacketTrap uses a static list of five priority values (P1-P5). 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 15 Integration Guide: Help Desk Authority, PacketTrap and sl360

16 If a priority value is not configured for the alert in PacketTrap, this alert will be created with an "Unknown" priority value 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 with an Unknown value 16 Integration Guide: Help Desk Authority, PacketTrap and sl360

17 Configure Device Synchronization Devices that are managed through PacketTrap 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 creates an issue record in Help Desk Authority. 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 17 Integration Guide: Help Desk Authority, PacketTrap and sl360

18 Configure HDAutoEscalate Rules The HDAutoEscalate module of Help Desk Authority supports creating rules to route issues to the correct technician or group based on the type of device that was included in the PacketTrap alert. 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) 18 Integration Guide: Help Desk Authority, PacketTrap and sl360

19 Select the Rule Actions tab and then select the Change Fields tab underneath 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 19 Integration Guide: Help Desk Authority, PacketTrap and sl360

20 Select the Schedule tab and set the schedule on which this rule should be run Press the Start Service button to start the HDAutoEscalate service 20 Integration Guide: Help Desk Authority, PacketTrap and sl360

21 PacketTrap Configuration From the PacketTrap Studio, the following items will be configured: Configure Help Desk Authority web server Configure alerts to generate ticket in Help Desk Authority 21 Integration Guide: Help Desk Authority, PacketTrap and sl360

22 Configure Help Desk Authority web server From the PacketTrap Studio, select the Administration tab and select the Help Desk Authority Configuration icon Enter the URL for the HDA web server and press the Test button to test the connection Press the Save button to save the settings Note: If you have 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 22 Integration Guide: Help Desk Authority, PacketTrap and sl360

23 Configure alerts to generate ticket in Help Desk Authority From the Devices section of PacketTrap, edit the settings for the desired policy Select the Alerts tab from the Edit Policy window 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 Set the Severity and Priority fields for the ticket 23 Integration Guide: Help Desk Authority, PacketTrap and sl360

24 Help Desk Authority and PacketTrap Integrated Features Once the two products are configured, the following features will be enabled: PacketTrap alerts will create Help Desk Authority tickets if auto-remediation steps fail Automatic ticket routing Automatic alert reset Centrally view and report on all incidents related to network or application failure events View detailed device information from within Help Desk Authority PacketTrap alerts will create Help Desk Authority tickets if auto-remediation steps fail PacketTrap alerts can be configured to take certain auto-remediation steps before a help desk ticket is created including killing processes 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: Device name (assigned as the associated Asset record on the HDA ticket) Device type 24 Integration Guide: Help Desk Authority, PacketTrap and sl360

25 Priority of issue Summary of alert information Detailed description of alert including the conditions that were met to trigger the alert A link to view the device details in PacketTrap showing any auto-remediation steps taken 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. 25 Integration Guide: Help Desk Authority, PacketTrap and sl360

26 Automatic alert reset When a Help Desk Authority ticket that was initiated from a PacketTrap alert is closed, the corresponding alert is reset in PacketTrap. 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 Issue 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. 26 Integration Guide: Help Desk Authority, PacketTrap and sl360

27 View detailed device information from within Help Desk Authority Technicians can view the device details that were captured by PacketTrap 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. 27 Integration Guide: Help Desk Authority, PacketTrap and sl360

28 This will launch a window that displays the details of the device that were captured by PacketTrap. This information can be used to help identify the root cause of the issue. 28 Integration Guide: Help Desk Authority, PacketTrap and sl360

29 29 Integration Guide: Help Desk Authority, PacketTrap and sl360