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Service Status Monitoring

Service Status Monitoring is a full service monitoring service within NetHelpDesk, and allows tracking of full history from your chosen monitoring software.

If you are using the GFI Max integration, the notifications imported from your GFI Max database will not impact, or be impacted by use of Services. It is completely separate.

This part works by receiving e-mails from your third party systems, processing those emails to update the NetHelpDesk service status database, whatever the status of the notification, and track history.

New requests can be raised when a service fails, where you can track the actions taken to restore the service to operational status.

NHD can even generate a ticket if a Service Status e-mail is not received.

The definition of a Service is quite broad. Examples of Services:

· A nightly batch job, such as a backup, virus scans, or disc space check.

· A frequently recurring check, such as a check of the status of a network link, or a check that a URL is operational.

· A manual task such as changing of the backup tapes in a server or periodically reviewing the list of valid users.

· Monitoring for warning messages from a third party utility or monitoring system and tracking that actions are taken to respond to the warning.

· Any task or job that you wish to report the success or failure of, and which may form part of your SLA.

If the third party service status gathering program being used doesn’t have the ability to send an e-mail directly, use the NetHDSendStatus.exe program to send the e-mail. This file can be found in the Win folder of the NetHelpDesk installation folder.

This will allow you to use batch files, and other scripting tools to write the status monitoring mechanism, and integrate this mechanism into your existing batch processes or other systems.

If you are not using the NHServer program for e-mails in and out of NetHelpDesk, this will also need to be configured to utilise this functionality. To view a guide on setting this up, please visit here for assistance, or contact the support team.

Defining a Service

1. In the tree view, go to relevant Customer/Area.

2. Right click on a site, and Edit Site and Services.

3. Click on the Services Tab.

4. Click Add a Service.

5. There are 6 tabs of information about each service. The defaults are often sufficient, but you can adjust the values to fit in with the third party monitoring software that you are using.

6. The six tabs are: Basic Details, Service Users, Service Assets, Service Status Tracking, Identification Rules, and Status Rules.

Basic Details Tab

The details tab has the following fields:

Description

Define how this service will differ from others.

Service Type

Select a predefined Service Type, or go to Options > Setup > Advanced System Settings / GFI Max > Service Types to add, edit and delete from the list.

Service Hours

Define a set of hours that the service will be checked. This may be during your pre-existing working hours you have defined already, or you may want to set up specific coverage time for these types of service checking.

Show in User Catalog

Shows the service check in the User Catalog area.

Track Service Status

Enables the Service Check.

Client / Area

Specify the Client / Area Site you want to check. This will be auto-populated if adding at the site level.

Notes

Free text box for all your notes you may wish to keep.

Service Status button

Check the service once it is set up, at the click of a button.

Service Users Tab

Specify the Users affected by the Service Status monitoring. Allows you to build a list of those affected, and e-mail en masse should you wish to keep them updated of any progress.

Service Assets Tab

Specify the Assets affected by the Service Status monitoring. Allows you to track any changes against the Asset entry also.

Service Status Tracking

Checking Interval in Minutes:

How often the check is expected to send an 'all is OK' message. If the message doesn't arrive, it indicates that the state of the service is unknown.

Details Link:

A link to more detailed information about the service. Specify a URL or the name of a file preceded by the name of a viewing program, e.g.'notepad.exe status.txt'.

Override Operational Status:

This is used to override the actual status with predetermined values.

Parameters 1,2,3:

These are set for each service, and have meanings dependent on what the type is. For virus checking services the first parameter is the server name being checked. For file transfer services the first parameter is the keyword associated with the service, the second is the destination file location.

Minimum/Maximum Values:

Zero (0) by default.

Identification Rules

The identification rule tab defines how the incoming service status email is linked to a service, and has the following fields:

POP3 Server

Define which POP3 server the e-mail arrived on.

Subject

A string that is found in the email subject.

Body

A string that is found in the email body.

From Address

A string that is found in the email from address.

To Address

A string that is found in the email to address.

ID Rule is Enabled

Uncheck to temporarily disable the rule.

Status Rules

The status rules tab defines how NetHelpDesk knows the status of a service i.e. Is it OK, or a Fault and has the following fields:

Choose whether receiving an e-mail notification from your monitoring software mean either:

1. Status is OK, or

2. Status is Fault / Service Failure / Problem.

Status is OK.

Select if receiving any message means the Service is OK, or

The message must contain one of 4 things to be classed as OK. Define as applicable.

Subject

A string that is found in the email subject indicating the status is OK.

Body

A string in the email body.

From Address

A string in the email from address.

To Address

A string in the email to address.

If more than one value needs to be matched use ‘$OR$ to separate parameters.

Status is Fault / Service Failure / Problem

Select if receiving any message means the Service is a fault, or

The message must contain one of 4 things to be classed as a fault or problem:

Subject

A string that is found in the email subject indicating the status is OK.

Body

A string in the email body.

From Address

A string in the email from address.

To Address

A string in the email to address.

If more than one value needs to be matched use ‘$OR$ to separate parameters.

Choose to create a Request on Failure, as required.

Setup Third Party Software

Set up your software to send an e-mail to the mailbox being polled by NetHelpDesk.

By default all service status messages should have 'SERVICESTATUS' in their subject line.

If the third party service status gathering program doesn’t have the ability to send an e- mail directly, you can use the NetHDSendStatus.exe program to send the e-mail.

NHServer Processing

Options > Setup > Advanced System Settings Tab > Email Rules.

Click Add.

By default all service status messages should have 'SERVICESTATUS' in their subject line.

View Status Of Services:

1. Go to the Main Screen Navigation Bar > Services. A service can be in one of the following states and is indicated by the colours of traffic lights on service status lists:

OK

The NHServer program has received an email for this service that says it is OK. It has been received within the time frame expected (green)

Fault

The NHServer program has received an email for this service that says it has a problem and is faulty. (red)

Unknown - expired

No email has been received telling the status of the service within the time frame expected. So the service may be OK, but you don't know. (purple)

Unknown No Data

Needs investigation.

Overridden

You can manually override the status of the service as required. (An exclamation point (!) precedes status description)

Engineer Aware

Engineer is aware of the issue, and actively working on it.

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