FAQs - ServiceNav Monitoring

What browser versions are supported by ServiceNav?

The browsers supported by ServiceNav are the following:
Edge
Mozilla Firefox, in the versions supported by the Mozilla Foundation on the day of release of ServiceNav
Google Chrome, in the versions supported by Google on the day of release of ServiceNav

The history of supported versions can be found at the following resources:
Mozilla Firefox: https://en.wikipedia.org/wiki/Firefox#Platform_availability
Google Chrome: https://en.wikipedia.org/wiki/Google_Chrome_version_history

 

 

How are user service availability rates calculated in the weather services?

The availability rate depends on the elements making up the associated user service. A user service consists of one or more pieces of equipment and one or more services. Its availability rate is therefore calculated according to the state of its components, respecting the criticality of the relationships between components and compound user services, and over a target time range.

The time range can be adapted either by pre-configured or customised settings.

indeterminate state

The calculation of the availability rate considers that when no information is available on the equipment or service (indeterminate state), the state of the equipment or service from the point of view of calculating the availability rate is the state it was in when it was in the indeterminate state.

Example: the X server is in normal operation, then in state Indeterminate over a period of time, the calculation of the availability rate considers that it is in normal operation over this period of time.
Therefore, the availability rates of user services are not representative during the first month of the implementation of the supervision, over the period The current month.

To obtain a representative availability rate, use the Search - Period function and specify the supervision start date and the current date.

Planned maintenance

During the planned maintenance of an equipment or service, which corresponds to the configuration of a planned unavailability in ServiceNAV, the Supervisor stops the notifications but continues the checks: consequently, the equipment or service will change state during the planned unavailability period if a shutdown and restart operation takes place. The calculation of the availability rate will take this state into account.

What does the "Blocking" and "Degrading" relationship mean for a user service?

A user service is composed of equipment, unit services and user services. The relationship between a compound user service and its components is of a blocking or degrading nature.
When the component with which the relationship is blocking is unavailable, this means that the user service is also unavailable.
When the component with which the relationship is degraded is unavailable, it means that the user service is still functional, but in degraded mode (which can induce inconveniences, such as slowness). Moreover, if a user service is only made up of components in degrading relationship, it will be considered unavailable when all its components are unavailable.

 

 

Why isn't my agent bringing up any information?

Several possibilities:
- The server does not have access to the monitoring box, firewall blocking.
- Viadeis Services Agent and NSclient++ services are not started.
- The waiter's not on time.

The agent will contact the supervision box according to the checkpoint execution interval defined for the equipment.
It is possible to check the address and the port of the box from the nsc.ini section [NSCA Agent] file in the folder: C:\ProgramFiles(x86)\Coservit\VSUpdateAgent\NSClient++.

To check that the box is reachable from the server, you can use the following command: telnet @IPof the box port ex: telnet x.x.x.x.x 5667

Why are all the statuses of my equipment in indeterminate (blue)?

When you send the configuration back to the supervision box, the status of the control points changes to undefined. This status is present the time of the reloading of the configuration on the box.
If the statuses remain in blue it is certainly due to a problem of reloading the box. You just have to go in the menu Configuration, General, Generation and select the box to update then restart the generation.

What does the "oscillation" icon in the technical evaluation mean?

This icon represents the flap that occurs when a service or host changes state too frequently, causing a storm of notifications.
To avoid receiving too many notifications it is possible to set the trigger threshold directly on the control in the notification tab by checking the unstable checkbox.
A full description of how the oscillation works is available on the Nagios website.

 

 

How to deploy the SNMP service automatically by GPO (Script provided by our partner OCI Informatique)

In order to avoid having to install the SNMP service on each Windows server, it is possible to create a GPO (requires the presence of an Active Directory) that will automatically deploy this service and perform the configuration. To do this you need a shared folder, a powershell script to create the service and a GPO.

The GPO must be able to run the powershell script from the shared folder and powershell must be configured to allow it to run.

The script to use is this one:
==================================================================
####################################
#SCRIPT installation and configuration SNMP OCI
####################################

#Variables 🙂
$PManagers = @("IP Address") # Add server ip in this format @(" manager1″, "manager2") Ex: @(« 192.168.238.112 »)
$CommString = @("community") # Add the community in this format @(" Community1″, "Community2") Ex: @("coservit")

#Import ServerManager Module
Import-Module ServerManager

#Check if SNMP-Service is already installed
$check = Get-WindowsFeature -Name SNMP-Service

If ($check.Installed -ne "True")
{
#Install/Enable SNMP-Service
Write-Host "SNMP Service Installing..."
# Get OS Version to use the right install command
int]$verMajor = [environment]::OSVersion.Version | ft -property Major -HideTableHeaders -auto | Out-String
[int]$verMinor = [environment]::OSVersion.Version | ft -property Minor -HideTableHeaders -auto | Out-String
if ($verMajor -eq 6)
{
$winVer = switch ($verMinor)
{
0 {"Win2008"}
1 {" Win2008R2"}
2 {"Win2012"}
3 {"Win2012R2"}
}
}
#Install SNMP on 2008 (R2)
if ($winVer -eq "Win2008" -or $winVer -eq "Win2008R2")
{
Get-WindowsFeature -name SNMP* | Add-WindowsFeature | Out-Null
}
#Install SNMP on 2012 (R2)
if ($winVer -eq "Win2012" -or $winVer -eq "Win2012R2")
{
Get-WindowsFeature -name SNMP* | Add-WindowsFeature -IncludeManagementTools | Out-Null
}
}

$check = Get-WindowsFeature -Name SNMP-Service

##Verify Windows Services Are Enabled
If ($check.Installed -eq "True")
{
Write-Host "Configuring SNMP Services..."
#Sand SNMP Permitted Manager(s) ** WARNING: This will over write current settings **
reg add " HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\PermittedManagers " /v 1 /t REG_SZ /d localhost /f | Out-Null

#Sand SNMP Traps and SNMP Community String(s) - *Read Only
Foreach ($String in $CommString)
{
reg add ("HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\TrapConfiguration\" + $String) /f | Out-Null
# Set the Default value to be null
reg delete ("HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\TrapConfiguration\" + $String) /ve /f | Out-Null
reg add " HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\ValidCommunities " /v $String /t REG_DWORD /d 4 /f | Out-Null
$i = 2
Foreach ($Manager in $PManagers)
{
reg add " HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\PermittedManagers " /v $i /t REG_SZ /d $manager /f | Out-Null
reg add ("HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\SNMP\Parameters\TrapConfiguration\" + $String) /v $i /t REG_SZ /d $manager /f | Out-Null
$i++
}
}
}
Else
{
Write-Host " Error: SNMP Services Not Installed "
}
=======================================

 

 

How to query a specific WMI meter?

It is possible to create a new service template that will use the generic command: check_wmi_counter.
You can then query WMI counters directly from the NameSpace ROOT\CIMV2...

How do I add a unit service model identified by an OID?

The product allows you to use a generic template to perform SNMP collection of information, identified by an OID.
To do this, you just need to know the OID you are looking for and use the unit model :
GLOBAL-SNMP-OID

To collect the global status of an SNMP table from the status of each of the instances, taking into account a white list or a black list, the template :
GLOBAL-SNMP-TABLE-STATUS

How does network monitoring of Windows servers work?

The MS-WIN-Network_traffic unit service model needs to know the number of the network interface used by the server. By default the interface number is set to 65541, because this value is the most commonly used for Windows servers. If the unit service does not report information about network usage, it means that the preconfigured interface number is not the correct one.

To configure the right interface number the unit service traces all the interfaces and their numbers it detects. All that remains to be done is to retrieve the number of the interface used and replace it in the unit service configuration.

How to repair a WMI meter

When you use the System Monitor tool, some counters may be missing or contain no counter data. The basic set of performance counter libraries may be damaged and may need to be recreated.

Here is an example of how to proceed with the repair:

winmgmt /verifyrepository

from an elevated command prompt

net stop winmgmt /y
cd /d C:\Windows\System32\wbem
net stop winmgmt /y
del Repository

winmgmt /salvagerepository

Net stop /y winmgmt
FOR /f %s in ('dir /b /s *.dll') do regsvr32 /s %s
Net stop /y winmgmt
FOR /f %s in ('dir /b *.mof *.mfl') do mofcomp %s
Net stop /y winmgmt

Net start winmgmt

 

 

What is the traffic generated by your supervision box?

The collection of monitoring data results in traffic going up the WAN link. The measurements carried out on a large infrastructure (150 equipments, 330 services) show a peak flow consumption of 6 Kb/s (7% of the bandwidth of an ADSL 800kbps link), and 1 Kb/s on average.

What happens in case of a network failure between the monitoring box and the platform?

As a standard, the box has a buffer sufficient to support up to 4 hours of network outage. The size of the buffer is configurable. If the buffer is full it will delete the old data and keep the most recent. The data in the buffer are only the status of services and equipment. The performance and log data are saved in files and are kept on the box. The number of files kept will depend on the disk capacity.

What infrastructure needs to be put in place?

There are 2 licensing modes:
- SAAS mode
- OnPremise Mode

SAAS mode: Simply install one or more supervision boxes (physical or virtual machine) on your infrastructure.
This " ServiceNav Box " box requires 1 to 2 Gb of memory, 1 to 2 vcpu and 10 to 20 Gb of disk space. This box communicates with the central platform through a VPN tunnel and requires the opening of port 9465 on your firewall.
Updates to the box are distributed through the central platform.

OnDelivery mode: 4 supervision boxes must be installed.
- ServiceNavPlatform "SNP": This virtual machine is responsible for collecting monitoring data, and monitoring configuration data. This machine is also responsible for processing the monitoring data and displaying it to the user through a multi-profile web interface. Finally, this machine stores the raw supervision data: status changes, performance data.
Sizing: 2 to 4 vcpu, 8 to 16 GB ram and 300 to 500 GB disk space
- ServiceNav Business Intelligence "SNBI": this machine is the multi-dimensional data warehouse of the solution. It contains data assembled from production data (status of equipment and technical services, performance data) from supervision. These assembled data are the basis of the reports produced and allow the determination of availability rates, average consumption of technical resources, average consumption at peak time.
Sizing: 2 to 4 vcpu, 8 to 16 GB ram and 300 to 500 GB disk space
- ServiceNav Box, SNB: this machine is in charge of monitoring equipment and control points on your equipment, your technical services: it collects supervision data, issues alerts, and communicates with ServiceNav.
Sizing: 1 to 2 vcpu, 1 to 2 GB ram and 10 to 20 GB disk space
- Shared ServiceNav Box, SNM: this machine collects supervision data sent by ServiceNav Agents: it collects supervision data, issues alerts, and communicates with ServiceNav. The monitoring configuration is stored on the SNP platform: it is sent manually from the ServiceNav platform web interface to SNM.
Sizing: 1 to 2 vcpu, 1 to 2 GB ram and 10 to 20 GB disk space

 

 

What ticketing software does ServiceNav support?

All compatible systems are listed on this documentation page; /servicenav/en/documentation/systems-of-ticketing-external-compatible/

How do I create a ticket from supervision?

It is possible to create tickets from the technical operation or from the dashboards.

Note: it is not possible to create tickets if the status is OK.

 

 

Which smartphones are compatible?

Supported smartphones are those with OS higher than Android 4.x.x
Supported screen sizes: > 4".

The tablets corresponding to the above data are compatible, but the application will be identical to the smartphone version (so the display will be "stretched").

Which version of IAP/Viadeis CRM is supported?

The Mobile Application is compatible from VCRM 8.01 (and thus Sage 100 CRM 8.01 onwards)

 

 

How is the box authenticated by the Internet monitoring platform?

The connection is initialized by the box with the SSL protocol. An exchange of RSA keys and certificates secures the authentication of the box. A unique identifier that allows the monitoring platform to recognize it and use its associated parameters.

Is the collected data transmitted securely from the box to the platform?

All collected monitoring data is transmitted via a secure connection and encrypted with SSL protocol to ensure its security.
- The private keys generated to mount the SSL tunnel are RSA keys, 1024-bit encrypted.
- After authentication (asymmetrical encryption), a symmetrical key exchange is performed (Diffie-Hellman method).
- The rest of the exchanges are then carried out using 128-bit Blowfish encryption.

Is the box configuration transmitted securely from the supervision platform to the box? How is this done?

To recover its configuration, the box establishes an "rsync" connection through the SSL tunnel created by the box during its initialization. This protocol gives the possibility to transfer files between machines in a reliable and secure way.

Why use an account with domain administrator rights for monitoring?

The supervision uses SNMP and WMI protocols. The use of the WMI protocol is necessary for services supervising for example the disk I/O rate, analyzing services or the Windows event log, performance counters,...
WMI requires a user with administrative rights on the supervised server. One way to limit the associated risk is to define a user dedicated to supervision, who does not have session mode access to the server.

Can we simultaneously connect to the supervision platform with the same account and password?

Simultaneous connections to the supervision solution are technically possible. There is no commercial limit to the number of users connected to the supervision solution.

 

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