Zenith Integration - ConnectWise Incuniversity.connectwise.com/install/msp/mspadminguid… · Web viewThings such as serial number, IP Address, hard disk space, etc. are brought over

ConnectWise

Managed Services Platform (MSP) Add-on

Administrator’s Guide

Date: April 7, 2008Copyright ConnectWise Inc. 2007 All rights reserved

This document includes confidential and proprietary information, and may be used only by the person or entity to which it is sent. If the reader of this document is not the intended recipient or an authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this document or its content is prohibited.

Contents:

1. Overview1. a. I.T. Management Solutions1. b. Email Management Solutions1. c. SonicWall GMS

2. Installation2. a. Using Zenith SAAZ2. b. Using Level Platforms2. c. Using Kaseya2. d. Using N-Able 2. e. DoubleCheck, Postini, SonicWall GMS

3. Setup3. a. Management Setup Screen3. b. Management IT Setup Screen

3. b. a. Using Zenith SAAZ3. b. a. a. Configuring the ConnectWise Server3. b. a. b. Configuring SAAZ

3. b. b. Using Level Platforms Service Center3. b. c. Using Kaseya3. b. d. Using N-Able N-Central

3. b. d. a. Configuring the N-Central Server3. b. d. b. Configuring the ConnectWise Server

3. b. e. Setting up Member Access3. b. f. Setting up Agreements Additions

3. c. Management Email Setup Screen3. c. a. DoubleCheck3. c. b. Postini

3. d. Management SonicWall Setup Screen 3. e. Company Screen

3. e. a. Company Management Tab3. e. b. Company Configuration Tab3. e. c. Company Agreements Tab

4. Functionality4. a. Managed Machines Configuration Records4. b. Automatic Authentication to Management Solutions4. c. Updating Agreement Additions4. d. Updating Email Domain Configuration Records4. e. Updating SonicWall Appliance Configuration Records4. f. Executive Summary Report


5. Troubleshooting

5. a. Do you have the latest version? 5. b. Where is the MSP installed? 5. c. Data from Kaseya or Level Platforms does not seem to update?

5. c. a. SQL Server Access5. c. a. a. Setup sysadmin SQL Login on SQL Server 2005

5. c. a. b. Setup sysadmin SQL Login on SQL Server 2000

5. c. b. Web Service Access

5. c. c. Ensure that the device is being monitored

5. d. Having problems with automatic login?5. e. Problems with Agreement Additions updating correctly? 5. f. Did you check the Log?5. g. Having problems with Email Management data coming over? 5. h. Having problems with SonicWall GMS data coming over?

Appendix A Zenith SAAZ Executive SummaryAppendix B Level Platforms Service Center Executive SummaryAppendix C Kaseya Executive SummaryAppendix D N-Central Executive SummaryAppendix E What do DoubleCheck and Postini add to the Executive Summary?Appendix F SonicWall GMS section of the Executive Summary


1. OverviewThe ConnectWise MSP can connect your ConnectWise server with several popular IT and email management solutions as well as SonicWall GMS servers. This provides data used for reporting, updating client inventory lists and agreements and automatic login to your IT management solution from within ConnectWise.

1. a. I.T. Management Solutions:- Zenith SAAZ - Level Platforms Service Center- Kaseya - N-Central- HyBlue and Silverback: Integration is through the ConnectWise Email

Connector and it is not covered in this document.

The supported functionality is separated in the following four areas:

Inventory: The MSP will create configurations records representing your managed workstations and servers for your client companies in ConnectWise. Things such as serial number, IP Address, hard disk space, etc. are brought over and the data is synchronized on a daily basis.

Automatic Authentication: Automatic authentication and login is provided from these configuration records in ConnectWise to the appropriate corresponding screen within the IT management solution.

Executive Summary: An executive summary report is generated for each client company containing important metrics and combining information from your Email and IT management solutions as well as SonicWall GMS. This is targeted for and meant to be delivered to the end client.

Invoicing: A managed agreement can be specified for each client company and additions to it will be continuously updated with the correct number of workstations and servers as products of your choosing.

Important Note: You must have one of Kaseya, Level Platforms Service Center, Zenith SAAZ or N-Central or you do not need the MSP add-on.

1. b. Email Management Solutions: - DoubleCheck- Postini

Domain configurations within ConnectWise are updated with inbound traffic data such as Spam and Email Viruses removed.

Cumulative information for all of a company’s domains (for Spam and Email Viruses removed in the last 30 days) is included on the Executive Summary reports.

1. c. SonicWall GMS: Additional information is included on the Executive Summary reports:


- Bandwidth utilization graph- Top 10 Intrusions categories prevented- Top 10 Web Sites by traffic- Top 10 Filtered content categories

If a client company has more then 1 SonicWall Appliance, all the data is combined and averaged in; companies can share appliances.


2. InstallationImportant Note: Before you can install and use the ConnectWise MSP, you will need to get in touch with a ConnectWise representative to turn licensing on (it is a purchased add-on). Note that you cannot install the ConnectWise MSP before your ConnectWise server has been installed. If you encounter difficulties during installation, please notify the ConnectWise installation team.

2. a. Using Zenith SAAZ1. Login to your ConnectWise server. 2. Download the ConnectWise MSP Installer:

-If your server is 64-bit, use this installer: 64-bit installer.-If your server is 32-bit, use this installer: 32-bit installer.

3. Run the downloaded installer on your ConnectWise Server4. Proceed with 3. Setup

2. b. Using Level Platforms Service Center1. Fill-out the pre-installation checklist2. Login to your Level Platforms server and run as a local admin and run the MSP Level Platforms Kaseya Web Service Installer3. Setup and verify web service installation as per this accompanying document4. Login to ConnectWise server and test web service installation5. Download to your ConnectWise server and run the MSP Installer:


6. Proceed with 3. Setup

2. c. Using Kaseya1. Fill-out the pre-installation checklist2. Login to your Kaseya server and run as a local admin and run the MSP Kaseya Web Service Installer3. Setup and verify web service installation as per this accompanying document4. Login to ConnectWise server and test web service installation5. Download to your ConnectWise server and run the MSP Installer:



2. d. Using N-Able N-Central1. Login to your ConnectWise server. 5. Download to your ConnectWise server and run the MSP Installer:

-If your server is 64-bit, use this installer: 64-bit installer.


http://www.connectwise.net/install/msp/msi/msp64.msi



http://www.connectwise.net/install/msp/documents/msp%20kaseya%20web%20service%20setup.doc

http://www.connectwise.net/install/msp/msi/MspKaseyaInstaller.msi

http://www.connectwise.net/install/msp/msi/MspKaseyaInstaller.msi

http://www.connectwise.net/install/MSP/Documents/MSP%20Kaseya%20Pre-Installation%20Checklist.doc



http://www.connectwise.net/install/msp/documents/msp%20level%20platforms%20web%20service%20setup.doc

http://www.connectwise.net/install/msp/msi/MspLevelPlatformsInstaller.msi

http://www.connectwise.net/install/msp/msi/MspLevelPlatformsInstaller.msi

http://www.connectwise.net/install/msp/documents/MSP%20Level%20Platforms%20Pre-Installation%20Checklist.doc



mailto:[email protected]

mailto:[email protected]?subject=MSP

-If your server is 32-bit, use this installer: 32-bit installer.3. Run the downloaded installer on your ConnectWise Server


2. e. DoubleCheck, Postini, SonicWall GMSThese integrations would also be installed as you run the MSP Installer on your ConnectWise server in one of the previous sections. Proceed with 3. Setup

Important Note: If you wish MSP installation could be performed by the ConnectWise install team. Please fill out the MSP Installation Survey and submit it to the ConnectWise installation team.


mailto:%[email protected]

http://www.connectwise.net/install/msp/Managed-Services-Platform-Survey.doc


3. Setup

3. a. Management Setup Screen. To navigate here go to: Setup > Setup Tables > Management

This screen allows you to set the following options:

Scheduled Run Time: The MSP application updates data daily and this field specifies the execution time. We recommend that you do not schedule this at peak load times. If you need to run the MSP at another time (again, please do not run at peak times), you may temporarily change this to a couple of minutes after the current time. Alternatively, you can go to your ConnectWise server > open Control Panel > Scheduled Tasks > find a task called ‘ManagedITSync_YourCompanyName’ > right-click on it and select Run. This will also execute the MSP.

Configuration Status: Select statuses for newly added devices and for devices that are no longer managed. Such (inactive) device configurations will not be deleted from ConnectWise, only their status will be changed to the inactive status (it is recommended that this configuration status be marked as an inactive status on the Configuration Status setup screen). Only configurations having the active status


specified will be counted towards the agreement additions totals (more on this in the following sections).

Schedule Executive Summary: The Executive Summary is a monthly report and is designed to be delivered to the end client (we highly recommend examining the reports prior to this, to make sure that everything is configured correctly). In this section you can choose your date of the month and time at which the reports will be emailed out. You can also add notification records to specify the people or roles that are to receive this report. These settings are global, but you can overwrite them on a per-company basis on the Company Management tab.


3. b. Management IT Setup ScreenTo navigate here: Setup > Setup Tables > Management IT > open a new or existing record from the multiline.

The setup here will depend slightly on which Management Solution you use – one of Zenith SAAZ, Level Platforms Service Center, Kaseya or N-Able’s N-Central. You can have multiple records of any of these kinds and the data from each solution will be brought down and synced on a daily basis.


3. b. a. Using Zenith SAAZ

3. b. a. a. Configuring the ConnectWise Server Side

This is the easiest of the four options to setup. All you need to do is pick a name, select Zenith SAAZ from the solutions dropdown and enter your API Credentials. You can get those from within SAAZ. Please follow the steps below to turn on your integration and obtain API credentials.

3. b. a. b. Configuring SAAZ

Enable ConnectWise Integration (ConnectWise Synchronization Option) in ITSupport247.net

1) Login to IT Support portal. 2) Click on the Configuration tab of the tab menu.

3) After Clicking on the Configuration tab, click on Edit Member Details


4) Check the ConnectWise Synchronization option checkbox to enable the integration.

5) A window will appear where you need to provide and confirm your password for the ConnectWise Synchronization.

6) If you need to change password in the future, a link is provided on the same screen which will enable you to do that.


7) Important: If you enable your ConnectWise Synchronization, and then disable it, you cannot enable it again afterwards. We recommend to not do this, but rather to delete the corresponding Management It Setup records in ConnectWise.


3. b. b. Using Level Platforms Service Center

At the top portion of the screen is where you would setup the connection configuration. This requires that you already have the ConnectWise MSP Web Service installed on your Service Center server (refer to 2. b. of this guide) – please contact your Installation Engineer with any questions regarding this. You will need to provide URLs for the login page to Service Center as well as the Web Service installed on that server. Because of the numerous ways that IIS can be setup on your Level Platforms server, you might need to override the location of either the Web Service or the Login Form or both (rarely). If you check the corresponding checkbox, you will be able to enter any URL you wish. Once you are done setting up the connection, you should see the following upon pressing the Test buttons.

Web Service Test Button: this should bring up the list of operations supported by the MSP Level Platforms Web Service. If you see something else, then either the web service isn’t setup, or the location specified on the setup screen is incorrect.


Login Page Test Button: This should be pointed to the LoginForm.aspx of your Service Center. Note that this page can come up even if you have an incorrect URL in there – it would specify the incorrect URL as the ReturnURL parameter in the query string. Below are examples of both a correct and an incorrect setup:

This is correct:

Having a ReturnURL parameter is incorrect:


If your Web Service test fails, then no data can be synced between the two systems. If the logon page test fails, then the pass-through authentication from the Configuration screen will not work. If both of these tests pass fine, then your ConnectWise server is setup to communicate with the Level Platforms Service Center server correctly.


3. b. a. Kaseya:

At the top portion of the screen is where you would setup the connection configuration. This requires that you already have the ConnectWise MSP Web Service installed on your Kaseya server (refer to 2. c. of this guide) – please contact your Installation Engineer with any questions regarding this. You will need to provide URLs for the login page to your Kaseya server as well as the Web Service installed on there. In most cases you should be able to use the defaults, but you have the option to override either URL if needed. Once you are done setting up the connection, you should see the following upon pressing the Test buttons:

Web Service Test Button: this should bring up the list of operations supported by the MSP Kaseya Web Service. If you see something else, then either the web service isn’t setup, or the location specified on the setup screen is incorrect.


Login Page Test Button: This should be pointed to the logon.asp page of your Kaseya website and that’s the only thing that should come up. It should not bring up the full portal login page (which includes a banner and a side menu).

If your Web Service test fails, then no data can be synced between the two systems. If the logon page test fails, then the pass-through authentication from the


Configuration screen will not work. If both of these tests pass fine, then your ConnectWise server is setup to communicate with the Kaseya server correctly.

3. b. c. N-Central

3. b. c. a. Configuring the N-Central Server SideYou will need to enable the ConnectWise integration as per page 43 of the N-Central 5.1 Product Administrator Manual. Please address the N-Able support team with questions on how to turn this on.

N-central 5.1 Product Administrator Manual page 43

Chapter 4 - Setting Up the Central Server

Third-party Interaction Configuration

This option is only available if you have the appropriate licensing. For more information, contact N-able Technologies Technical Support.

N-central allows third parties to integrate their products with the N-central platform. Each product must be configured within the NAC so the connection to N-central has the proper credentials.

To configure third-party interaction:1. On the menu bar, select Setup.The Setup screen appears.2. Under the Central Server heading, click Third-party Interaction Configuration.The Third-party Interaction Configuration screen appears.


3. Select the Interaction Type To Add from the drop-down list.


4. Click Add Configuration.The Add/Edit Configuration screen appears.


5. Specify the configuration details as appropriate.

N-central 5.1 Product Administrator Manual 446. Click OK.The Third-party Interaction Configuration screen appears.

Deleting Third-party Interaction ConfigurationYou can remove third-part interactions that you have configured.To delete third-party interaction configuration:1. On the menu bar, select Setup.The Setup screen appears.


2. Under the Central Server heading, click Third-party Interaction Configuration. The Third-party Interaction Configuration screen appears.


3. Select the check box next to the Interaction Configuration Name you would like to delete.4. Click Delete.The interaction configuration is removed.

3. b. c. b. Configuring the ConnectWise Server Side

Configuring the ConnectWise server side for the N-Able integration is easy: open the Management IT Setup Screen, click to add a new record. Fill out the name for the record and your N-Central Server’s URL along with the API credentials you specified in 2. b. d. a..


You may override the web service location, which is defaulted in the grayed out text box, by checking the checkbox next to it. If the URL you have is correct you will see the following upon pressing the Test button:


If you see something else, you will likely need to verify that you have the correct URL.


3. b. e. Setting up Member AccessThis section shows you how to supply credentials for your ConnectWise members to be able to automatically login to your IT Management solution. If you don’t wish to use this functionality, you can skip this section.

Regardless of which IT Management solution you’re setting up, you will always have the option to setup login per Member or to setup up one login for all members to use.

This login information is used to authenticate and automatically login to the management solution by clicking on the ‘Device Management Screen’ button on the configuration screen for a managed device.

If you choose to allow everyone to use the same login select the ‘Set one login to be used by all members’ radio button and specify the username password below. If you wish for your members to have separate logins (again this is a login to one of Zenith SAAZ, Kaseya, Level Platforms or N-Able), select the ‘Set login information by member’ radio button. You may set this login information on the Member Screen for each member:

This section on the Member Screen will only be visible if you’ve elected to set the username and password for individual members. Also each member can enter/update their own password on the ‘My Account’ screen:


Please note that you must add the URL of the Kaseya/Level Platforms server to the Trusted Sites group in Internet Explorer on each machine where you plan on using this feature. For Zenith SAAZ add https://*.itsupport247.net to your Trusted Sites list.


3. b. f. Agreements Interface

This section explains how to associate products with maintenance for workstations and servers, in order to have the correct count of these products automatically added to pre-selected agreements for each of your client companies. If you don’t wish to use this functionality, you can skip this section.

In the lower section of the Management IT Setup screen (regardless of which IT Management solution is used) you can associate agreement types with products to be used for the managed workstations and servers:

You may have one such association per agreement type and one ‘global’ association. The ‘global’ association will be used for agreements that have been specified as the managed services agreement (Company Screen / Management Tab), but no association exists for its type. As outlined below, once you assign an agreement for a client company of yours to be used as the Managed Services agreement, the total count of servers and workstations for that company will become additions to that agreement. You can control the price and other settings from the product screen for the workstation and server products. Refer to 4. c. for more on this functionality.


3. c. Management Email Setup ScreenTo navigate here: Setup > Setup Tables > Management Email > open a new or existing record from the multiline.

You can skip this section if you’re not using DoubleCheck or Postini.

On this screen is where you setup the integration to DoubleCheck and Postini. You can use both at the same time and you can have more then one account with each if you choose to – just provide a separate Management Email setup record for each. The following two sections document how to add/edit these Management Email records.


3. c. a. DoubleCheck:

You simply need to: - Provide a Name - Select DoubleCheck from the dropdown - Fill in your Organization ID (it should be 3 letters followed by 3 digits as in

the example above). If you are not sure what your Organization ID is, please contact NMGI (Network Management Group Inc. – makers of DoubleCheck) and they will be able to help you with this

- Click Save


3. c. b. Postini

This is more or less the same as setting up the DoubleCheck integration, but you also need to provide a username, password and a postini server prefix.

- Provide a Name- Select Postini from the dropdown- The Username and Password textboxes will appear. Please fill in an admin

account with access to downloadable traffic reports. To test an account, please follow these steps:

o Login to Postinio Select System Administratoro Click on the Reports Tab o Select Domain from the Inbound/Traffic category o Click on the Download link on the righto You should see a text report in a new browser window:


- Fill in your Organization ID. If you do not know your Organization ID, please follow these steps to obtain it:

o Login to Postini, using the username and password you intend to use on the Management Email Setup Screen for this email.

o Select System Administratoro Click on the Orgs and Users Tabo Select the top-most (parent) organization. It should contain all the

domains you intend to report on from ConnectWise. o You can copy your Organization ID from the Summary pane.


- To find your Postini Server Prefix, simply log into the Postini Message Center and notice the part of the URL before postini.com:

- The Postini Reports Server Prefix in this screenshot is circled in red: it is “mc-s5”. The following prefixes are common:

o mc-s5o mc-s6o mc-s7o mc-s8

- Click Save and Close to save the Management Email Record.

To complete the Email Management Setup, create configurations as per 3. e. b. and afterwards you can run the MSP.


3. d. Management SonicWall Setup ScreenTo navigate here: Setup > Setup Tables > Management SonicWall > open a new or existing record from the multiline.

You can skip this section if you’re not using SonicWall GMS.

The SonicWall GMS integration works in the following way: - You have to setup GMS to archive daily XML reports to a folder on your

GMS server. You must have the following reports archived daily in XML format:

o Bandwidth Summaryo Web Usage Top Siteso Web Filter Top Siteso Intrusions By Category

- If you are not sure how to setup GMS to archive reports, please refer to Chapter 30, Page 553 of SonicWall GMS 4.0 Administrator’s Guide. Download Link.

- You will then need to setup this folder to be an FTP site. For a discussion on how to create and configure an FTP Site in IIS, please visit this help link.

- The ConnectWise MSP will then connect daily to this FTP site, download the latest XML reports and update the configuration and reporting records in the ConnectWise database.

Back to filling in the Management SonicWall Setup Screen: - Provide a Name- Enter the URL of the FTP site to which you are archiving your SonicWall

GMS reports.- Enter credentials for a user that can download the .xml reports- If all is well, upon clicking the Test Authentication button, your FTP site will

come up in IE and you will be able to copy files from it.


http://msdn2.microsoft.com/en-us/library/6ws081sa(VS.80).aspx)

http://www.sonicwall.com/downloads/SonicWALL_GMS_4.0_Administrators_Guide.pdf


3. e. Company Screen

3. e. a. Company Management TabTo navigate here: Open a company record > Click on Management Tab

You will need to perform the following one-time configuration for each of your Managed Services clients.

Solution: You would choose the Management IT Record (Setup in 3. b.) to use for this client. You may only use one such record per client company.

Managed ID: This field is used to associate a company in ConnectWise with a group of machines (from Kaseya, Level Platforms, Zenith or N-Able depending on the Solution specified). If you do not specify a Managed ID then no configurations for managed machines will be created under this company.

For Kaseya, use the ‘Machine Group’ corresponding to this client company to populate this field. If you have subgroups defined under that group, their machines’ data will be brought over as well. Example: clients.nationsfence

For Level Platforms, use the ‘Site ID’. Example: ConnectWise


For Zenith use Site Code. Example: AAFMED

Follow instructions on how to obtain Zenith Site Code. Note that this page is visible only to ITSupport247 User with Admin Privilege. If ConnectWise Synchronization option is enabled then in Site management page Site Code will be visible along with other information for the site.

Please refer to the screenshot below:

For N-Able use ‘Customer Name’. Example: Minnesota Spine Institute

Default Agreement: This is where you can specify the Managed Services Agreement by choosing among the company’s active agreements. Additions to this agreement will be made for the managed workstations and servers based on the Setup in 3. b.. The products you specified for this agreement’s type on the Management It Setup Screen will be used as the additions for the agreement. If you have not associated this agreement’s type with products, but have a ‘Global’ association specified (on the Management IT Setup screen 3. b. f.), then the products from this global association


will be used. By default all workstations and servers are added to the invoice, but you can turn off individual devices’ billing if you drill into its corresponding configuration record.

Executive Summary Report Notification: Your clients can access the Executive Summary Report by logging into the Customer Portal, and you can view it by clicking on the printer icon of the Management Tab. In the Executive Summary Notification section, you can turn off emailing this particular company’s report and define who should receive it based on their role, or email address. The report will be emailed once a month on the date specified on the Management Setup Screen (3. a.) to all recipients specified both on this company’s Management Tab and on the Management Setup Screen. You can turn off sending the report globally from the Setup Screen and turn it off for this company only from its Management Tab.


3. e. b. Company Configuration Tab

Based on the Group ID and the solution selected for a particular company, the Configuration tab will be populated with configuration for the managed machines. These will be updated each day when the MSP runs (run time is specified on the Management Setup Screen 3a). The populated tab might look similar to this:

If you have setup login information for the member you’re currently logged in as (3. b. e.), you will be able to automatically login and manage each of these machines in the corresponding IT Management Solution (as specified on the current company’s Management Tab) by opening the configuration record and clicking on the ‘Manage’ button in the toolbar.


Setup Email Domain Configurations:

Unlike the managed machines, the email domain configuration records need to be defined by you, because there is no other way to associate a company record from ConnectWise with a particular domain in your email management solution. However, this is a one-time setup and once performed, the configuration record will always be up-to-date with data to be used on the Executive Summary report.

You need to create configurations for the managed email domains for each of your client companies. To do this, please open the company record in ConnectWise, click on the Configuration tab, and click to add a new configuration. Select ‘Spam Stats’ as configuration type, and then enter the domain name in the text box for configuration name and domain name (in the list of custom questions).

Create new configuration of type ‘Spam Stats’ and input the domain name.

The ‘Configuration’ tab for this company might look similarly to this.


You may have multiple domains defined as configurations under a company in ConnectWise and their cumulative stats will be displayed on the Executive summary report. Remember that you need to re-run the MSP after creating all your domain configurations for the data to be brought over and synchronized.

Setup SonicWall Appliance Configurations:

This is basically exactly the same setup as the domain configurations in the preceding section. You need to manually create a configuration record for each SonicWall Appliance you want report data collected from. This is necessary because otherwise ConnectWise would have no way of associating your ConnectWise companies with specific SonicWall appliances. Once you have the configuration records created, the MSP will update them with report information which will be included on the Executive Summary.

In ConnectWise, go into the client company record. Open the Configuration Tab and click the ‘New’ button. Select ‘SonicWall Appliance’ and enter the name of the SonicWall appliance as the configuration name.

After creating the configuration record, the Configuration Tab of the client company record will look like this:

Once data starts syncing the Custom Questions section of the configuration record might look similar to the screenshot below:


You can create as many SonicWall Appliance records per company as you wish and you can have configurations for the same appliance specified under different companies and they will all get updated. If you have more then one SonicWall Appliance configuration for a single company, then cumulative data from all the records will be displayed on the company’s Executive Summary. Remember that you need to re-run the MSP to get data to appear on newly created records.


3. e. c. Company Agreements TabIf you have chosen a Default Agreement above (3. e. a.), the total number of workstations and servers will be added and/or updated as agreement additions using the products specified on the Management IT Setup Screen for the current agreement record. The agreement additions for managed servers and workstations might look similar to the screenshot below:


4. Functionality

4. a. Managed Machines Configuration RecordsAs we saw in 3. Setup if you associate a company record from ConnectWise with a group of devices from Zenith SAAZ, Level Platforms, Kaseya or N-Able, then this company’s Configuration tab will display configuration records for each managed machine. You may associate a single company with only one such record (only one IT Management solution and only one group ID).

Again, this is what a populated Configuration tab might look like:

These configuration records each represent a Managed Workstation or a Managed Server based on their configuration type. They are updated once a day from the corresponding management solution at the time specified on the Management Setup Screen in ConnectWise.

The data each configuration record contains varies slightly from solution to solution but all available fields are: This document includes confidential and proprietary information, and may be used only by the person or entity to which it is sent. If the reader of this document is not the intended recipient or an authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this document or its content is prohibited.

- machine name- serial number- model number- IP Address- Default Gateway IP Address- Operating System version- Extended OS version information- Processor(s) description- Size of RAM - Local Hard Drives capacity and free space- Last user to login

From this configuration record (screenshot below) you can also control whether this managed machine is billed on the agreement designated as the Default Agreement on the Management tab. Change Custom Question 9: Bill this workstation? to ‘Yes’ and the machine will be added to the total for the Agreement addition, ‘No’ and it will not be counted.

You would need to specify what agreement types are updated with what products on the Management IT Setup (3. b. f.) screen and have an agreement (3. e. a.) of the corresponding type for this client company.



4. b. Automatic Authentication to Management Solutions

Each configuration record of type Managed Workstation or Managed Server will have a Manage button which can automatically take you in the corresponding IT Management solution (one of Zenith SAAZ, Level Platforms, Kaseya, N-Able) passing through authentication information for you, provided you have setup your ConnectWise member (or all members) with credentials. You can do this at the bottom of the Member Screen as discussed in 3. b. e. A device management screen will be brought up for the machine represented by the current configuration record for each of these solutions except Zenith SAAZ. With configurations coming from Zenith SAAZ you are given access to the entire SAAZ portal.


4. c. Updating Agreement AdditionsAs we have been discussing the ConnectWise MSP gives you the ability to designate an agreement record of each of your Managed Services client companies as the Default Agreement for the Managed Machines additions. As we saw in 3. Setup you can do this on the Management Tab of the company record. Series of steps to get a client company setup:

- Associate products with agreement types on the Management IT Setup Screen. You are allowed 1 Global record (leave the agreement type field blank) which can be used for unassociated agreement types.

- Ensure that you have the agreement of the type you would like to use (with its corresponding products for server and workstation) for the current client company.

- Select the desired agreement as the Default Agreement on the Management Tab.

After this, upon running the MSP, the Additions tab of this agreement (in this example “Proactive IT/Managed Services”) will be updated with the counts for both the workstation and server products. It might looks like this:

These products could for example represent monthly fee you charge per server or workstation (if you bill the agreement every month). Only configurations that have This document includes confidential and proprietary information, and may be used only by the person or entity to which it is sent. If the reader of this document is not the intended recipient or an authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this document or its content is prohibited.

selected ‘Yes’ (default) for Custom Question 9. (Bill this server/workstation?) will be counted towards the totals.


4. d. Updating Email Domain Configuration RecordsThe ConnectWise MSP can also update data pertaining to the email domains you manage for your clients using DoubleCheck or Postini. This function is only enabled if you have specified a Management Email Setup record (3. c.) You also must have created a configuration record under the appropriate company for each of your email domains. This is simple to do:

- Navigate to the company’s Configuration tab and hit ‘New’- Select ‘Spam Stats’ for configuration type- Enter the domain’s name for the Configuration name (example below)- Hit save and close- Run the MSP after you’re done setting up all your configurations


The data that populates these configuration records (updated each day at the MSP run time specified on the Management Setup screen) is used for the Executive Summary for this client company. If you have more then one ‘Spam Stats’ configuration for a given company, all the records’ data is summed together. Total Spam and Email Viruses removed in the last 30 days is the data that is displayed on the Executive Summary report, if these numbers are not 0.


4. e. Updating SonicWall Appliance Configuration RecordsThe ConnectWise MSP can connect your ConnectWise server to a SonicWall GMS server and download reporting data each time it runs. This data is used to populate configuration records for each individual SonicWall Appliance monitored and also to display content on the Executive Summary report. In this it is very similar to what the Email Management solutions integration does, only it provides a lot more data on the executive summary:

Below is what an individual SonicWall Appliance configuration might look like. It is important to note that the MSP only pulls data from SonicWall GMS servers and not the appliances themselves, and because of this, each appliance must already be managed with the SonicWall GMS server.



4. f. Executive Summary ReportOne of the main benefits the MSP provides is the Executive Summary report. It combines data from the different solutions to which the ConnectWise server is connected and provides a report deliverable to the end client. The client can access this report by logging in to the Customer Portal, and you can access this report by clicking on the Printer Button icon on the Company Management Tab.

Each report is dominated by data from one of the following solutions: - Zenith SAAZ- Level Platforms- Kaseya- N-Able

Email management solutions add only 2 data items to the report: - Email viruses removed in the last 30 days (time span for the report)- Spam items removed in the last 30 days

The SonicWall GMS integration can provide an additional section on the Executive Summary report:

- Bandwidth utilization graph- Top 10 Intrusions categories prevented- Top 10 Web Sites by traffic- Top 10 Filtered content categories

For a complete discussion of each type of Executive Summary report’s data please refer to one of:

Appendix A Zenith SAAZ Executive SummaryAppendix B Level Platforms Executive SummaryAppendix C Kaseya Executive SummaryAppendix D N-Able Executive SummaryAppendix E What do DoubleCheck and Postini add to the Executive Summary?Appendix F SonicWall GMS section of the Executive Summary


5. Troubleshooting

5. a. Do you have the latest version? Very often problems are caused by old versions of the ConnectWise MSP running instead of the latest release. The MSP is automatically updated through Windows Scheduled Tasks on your ConnectWise and on your Kaseya or Level Platforms server (as applicable). They are usually called ‘Update’ or ‘MspUpdate’ and point to a file called Update.bat in the installation directories. You can run Update.bat from the command line to initiate an update.

Verify that the scheduled task has sufficient windows credentials to run the .bat file. This is the most common cause of why it would stop running on a daily basis and why you would have an old version.


5. b. Where is the MSP installed? On the ConnectWise server by default the MSP installs in c:\Program Files\ConnectWise\ManagedItSync.

There are 2 sets of default installation directories for the MSP’s web services. Older clients:

c:\Kaseya\WebPages\KaseyaCwWebServicec:\Program Files\Level Platforms\LevelPlatformsWebService

Newer Clientsc:\program files\ConnectWise\KaseyaCwWebServicec:\program files\ConnectWise\LevelPlatformsCwWebService


5. c. Data from Kaseya or Level Platforms does not seem to update? The problem here usually lies with either access from the ConnectWise server to the web service or access to SQL Server for that same web service. It could also be an issue of running an old version of the web service (Level Platforms and Kaseya only) which is addressed in 5. a..

5. c. a. SQL Server AccessEnsure that the web service has sysadmin access to the SQL Server.To do this open the file called Web.config in the web service installation directory and search for the following node: <appSettings>

<add key="ConnectionInfo" value="Initial Catalog=scdata;Data

Source=(local);uid=cwdblogin;pwd=XXX" />…

</appSettings>

Ensure that the SQL Connection specified here and the user (‘cwdblogin’ in this case) has the role of sysadmin. Follow series of steps to setup the needed sysadmin SQL Login for either SQL Server 2000 or 2005 depending on your version.

5. c. a. a. Setup sysadmin SQL Login on SQL Server 2005

1. Open Management Studio > Open Object Explorer (View>Object Explorer of F8), 2. Connect to your Kaseya SQL Server3. Expand Security > Logins > Right-click on the Login Name > Properties


4. In the 'Select a page' pane, click on Server Roles5. Make sure that sysadmin is checked for that user


6. Click OK

5. c. a. b. Setup sysadmin SQL Login on SQL Server 2000

1. Open Enterprise Manager2. Connect to your Kaseya SQL Server3. Expand Security > Click on Logins4. In the right pane, right-click on your SQL login > Properties


5. Select the 'Server Roles' tab6. Make sure that 'System Administrators' is selected for this user


7. Click OK


5. c. b. Web Service Access Ensure that the ConnectWise server has access to the web service.

Important Note: Applies to Kaseya and Level Platforms integration only.

This is quite easy to do. Say that a company’s data isn’t updating. Go to the Management IT record (on the Management IT Setup Screen) that is associated with that company and click on the Test button next to the Web Service URL.

Web Service Test Button: this should bring up the list of operations supported by the MSP Kaseya Web Service. If you see something else, then either the web service isn’t setup, or the location specified on the setup screen is incorrect.


What you would see for Level Platforms is similar, only with fewer web methods exposed.


5. c. c. Ensure that the device is being monitoredImportant note: This applies only to Kaseya and N-Able

A possible reason a device (in this example dl016.dra) would not transfer over as a configuration in ConnectWise is that it does not have a System Info dataset in Kaseya. This is an issue we see on occasion and the reason for it is quite technical (the vMachine view that Kaseya advised us to use JOINs the AuditRsltSMBios table, and so if there is no record in it for a machine, the view will not show that machine either). If you go to Audit > System Info in Kaseya you can see this dataset for your devices. The screenshot below shows dl016.dra with no System Info; Click on the link to create an empty dataset.

This is what the System Info for this machine looks like with that empty dataset.


After this re-run the MSP (CW Server, Scheduled Tasks, ManagedITSync_YourCompanyName) and the machine will be brought over.

For N-Able, you must ensure that you have Asset Monitoring turned on in N-Central.


5. d. Having problems with automatic login?

Ensure that your ConnectWise member has proper credentials. If you have specified that authentication happens on a per-member basis (on the Management IT Setup screen for the solution in question), check the Member Screen for your member or the My Account screen. Otherwise – if you have specified a global login for all members (on the setup screen for the solution in question) – check the Management IT Setup Screen.

You must also make sure that both the ConnectWise URL and the IT Management solution URL are in your IE Trusted Sites list, or ConnectWise cannot redirect you to the pass-through login page.

For Level Platforms and Kaseya, you should also ensure that the Test button corresponding to the login form on the Management IT Setup screen works correctly.

Level Platforms

Login Page Test Button: This should be pointed to the LoginForm.aspx of your Service Center. Note that this page can come up even if you have an incorrect URL in there – it would specify the incorrect URL as the ReturnURL parameter in the query string. Below are examples of both a correct and an incorrect setup:

This is correct:

Having a ReturnURL parameter is incorrect:


Kaseya

Login Page Test Button: This should be pointed to the logon.asp page of your Kaseya website and that’s the only thing that should come up. It should not bring up the full portal login page (which includes a banner and a side menu).

If your Web Service test fails, then no data can be synced between the two systems. If the logon page test fails, then the pass-through authentication from the Configuration screen will not work.


5. e. Problems with Agreement Additions updating correctly?

1. Ensure that the configuration records for the managed machines exist under the company record in ConnectWise. If you have missing machines troubleshoot using the other Frequently Asked Questions in this troubleshooting section. 2. Ensure that each of these configuration answers with ‘Yes’ to custom question 9. (which asks whether to bill the machine). 3. Ensure that you have specified the appropriate agreement as the Default Agreement on the Management Tab for the company record. 4. Ensure that the Management It Setup record is properly setup with products for both Managed Workstation and Managed Server configuration types. Ensure that this setup record applies to the agreement type of the agreement you’re trying to get to update.


5. f. Did you check the Log?

Ensure that the MSP is running correctly each day on your ConnectWise server by examining the MSP Execution Log, which is usually located at C:\Program Files\ConnectWise\ManagedItSync\log. You will see a separate text file in there for each time the MSP has run. Open the latest log file and ensure that there are no errors in it. Consult with a support representative on how to troubleshoot different errors in this log.


5. g. Having problems with Email Management data coming over?

For Postini: Go to the Management Email setup screen and verify that the authentication information specified there is valid and that the organization ID corresponds to your actual Postini ID. Login as the user in Postini and try to access the reports by going to System Administration > Reports > Inbound Traffic. Open the Domain report and click Download. You should see something like this:

Does the organization ID (circled in red) match what you have on the Management Email Setup Screen?

For DoubleCheck: Be sure that the Organization ID you have on the Email Management Setup screen is the correct one. An example is: ‘NET001’. Contact NMGI (makes DoubleCheck) if you are not sure what your ID is.

For both Postini and DoubleCheck: You can verify that the email management reports are coming down to the ConnectWise server and opening c:\program files\connectwise\ManagedItSync\curl\reports. Open and examine the text files in there – they should be your Postini or DoubleCheck traffic reports.

Important Note: If the number of Spam removed or Email Viruses removed is 0, then these stats will not Display on the Executive Summary.


Check whether you have the configuration records created under the appropriate client company in ConnectWise. Remember that you have to have 1 configuration record for each managed domain and that record must be of type ‘Spam Stats’. You also need to name the record the same as the domain that is managed.

Below is a screenshot of what a correctly updating Spam Stats configuration record for the domain ‘altoconstruction.com’ might look like. Be sure the check the Last Update date to ensure that the record continues to update every day.



5. h. Having problems with SonicWall GMS data coming over?Check out section 3. d. of this guide to ensure that you have your SonicWall GMS server configured correctly. Click on the Test Authentication button to make sure that the MSP has proper credentials to access the FTP site on your SonicWall GMS server.

You should verify that you have configuration records of type SonicWall Appliance created for your client companies in ConnectWise. Each record should be named the same as the appliance for which it applies. Check the last update date to see if the record continues to update every day as the MSP runs. Below is a screenshot of what a correctly updating SonicWall Appliance configuration record might look like:

The answer to Custom Question 1 (Unit Display Name) should be the same as the name of the configuration record.


Appendix A Zenith SAAZ Executive SummaryOnce you have set up your client company and the MSP application has ran, you and your clients can access the Executive Summary Report. You can access it navigating the company’s Management Tab and clicking on the printer button.

Your client can access it by logging on to your ConnectWise Customer Portal. They would have to be setup as a Contact record in ConnectWise for the same client company. Once they have logged in, they should click the Reports link, and select Executive Management Summary.

The report generated will be similar to the one below:


Report Logo

To include your company's logo at the top of the report, where the ConnectWise logo appears on the screenshot above, please go to: Setup > Setup Tables > Portal Configuration > Images Tab. Once there, select 'Report Logo' from the multiline.


Company Details

In this section you will see the total count for the different categories of managed devices.

Service Statistics

Server Offline Alerts: the number of times a server has gone offline in the past 30 days as reported by SAAZ. These correspond to number of alerts, not a count of servers currently offline. Servers Disk Space Low: The number of alerts for low disk space thrown by SAAZ that pertain to server records. Total Notifications: This is the total number of notification that SAAZ has generated for this client's group of devices. Total Closed Helpdesk Tickets: This is the number of ConnectWise service request closed for this company in the last 30 days.Total Successful/Failed Backup Jobs: This is the totals for successful and unsuccessful backups as reported by SAAZ.

Business Continuity Indicators

Server Availability: Online/offline ratio from 0 to 100% depending on what portion of the time this server has been offline. Disk Cleanups Run: Number of times a disk cleanup script has been run on client machinesDisk Space Cleared Up: The total space freed up by running the disk cleanup scripts. Windows Patches Installed: Number of windows patches installed in the last 30 days for this client’s machines as reported by SAAZ. Spyware items removed: Number of spyware items removed in the last 30 days for this client’s machines as reported by SAAZ.Email Spam / Viruses Removed: The data for these is gathered from your 'Spam Stats' configurations in ConnectWise. Define all the email domains that you manage for this company as configurations and the totals (for all configurations belonging to this company) for spam and viruses blocked will display on your report.

Network Grade: The network grade is the average of the 4 grades for Uptime, Operating Systems, Internet Connection Availability and Disk Space.


Uptime Grade: This is the same as the Server Availability percentage: uptime/total time. From 0 to 100%.

OS Grade: This is a weighted average based on the operating systems that the client machines run. Below is a breakdown of the different grades that different versions of Windows bring:

Windows Version GradeVista 100%2003 100%XP 100%2000 75%NT4 50%ME 25%98 25%95 0%

The grades that all managed machines for this client bring are summed and averaged to compute the final grade. For example 2 XP workstations and a 2000 server bring (100+100+75)/3 which is about 92% for the OS Grade.

Server Disk Space: Average of grades assigned to individual servers' disk partitions based on the percentage of the remaining space. The lower the percentage of free space on a partition, the lower the grade assigned to it:

Free Space Grade35% or more free 100%25-35% free 75%25-15% free 50%15-5% free 25%0% free 0%

The way machines grades are averaged for the final grade is the same as for the OS Grade calculation.

Internet Connectivity Grade: Percentage of time with active internet connection. From 0 to 100%.


Appendix B Level Platforms Executive Summary

Once you have set up your client company and the MSP application has ran, you and your clients can access the Executive Summary Report. You can access it navigating the company’s Management Tab and clicking on the printer button.




Report Logo

To include your company's logo at the top of the report, where the ConnectWise logo appears on the screenshot above, please go to: Setup > Setup Tables > Portal Configuration > Images Tab. Once there, select 'Report Logo' from the multiline.


Company Details

In this section you will see the total count for the different categories of managed devices.

Service Request Statistics

Servers Offline: The number of servers currently offline.Total Notifications: This is the total number of notification that Level Platforms has generated for this client's group of devices. Total Closed Helpdesk Tickets: This is the number of ConnectWise service request closed for this company in the last 30 days.

Business Continuity Indicators

Server Availability: Averaged percentage of time that the servers were on and not off for this company. Email Spam / Viruses Removed: The data for these is gathered from your 'Spam Stats' configurations in ConnectWise. Define all the email domains that you manage for this company as configurations and the totals (for all configurations belonging to this company) for spam and viruses blocked will display on your report.Internet Connectivity: Percentage of time with available internet connection. Alerts Processed: This section displays the different alerts categories, which are defined within Level Platforms, along with the number that were generated in the last 30 days for each category.

Network Grade: The network grade is the average of the 4 grades for Uptime, Operating Systems, Internet Connection Availability and Disk Space.

Uptime Grade: This is the same as the Server Availability percentage: uptime/total time. From 0 to 100%.


Windows Version Grade2003 100%


XP 100%2000 75%NT4 50%ME 25%98 25%95 0%


Server Disk Space: Average of grades assigned to individual servers' disk partitions based on the percentage of the remaining space. The lower the percentage of free space on a partition, the lower the grade assigned to it:



Backups Grade: Equal to the number of the successful backups divided by the number of total backup attempts (successful plus failed). The way these counts are gathered is explained below. For example 2 failed backups and 8 successful backups bring a total Backups Grade of 80% (= 8/(8+2)).


Appendix C Kaseya Executive SummaryOnce you have set up your client company and the MSP application has ran, you and your clients can access the Executive Summary Report. You can access it navigating the company’s Management Tab and clicking on the printer button.




Report Logo


To include your company's logo at the top of the report (where the ConnectWise logo appears on the screenshot above) please go to: Setup > Setup Tables > Portal Configuration > Images Tab. Once there, select 'Report Logo' from the multiline.

Report Generation

Network Health: This is the average of the five grades for Uptime, OS, Drive Space, Backups and Patches with the exception that if any of these are 0 they are not included in the calculation or displayed on the graph. For instance if you are not running backups for a particular client, your grade would be 0 which won’t count: you will not be penalized for this in terms of this Network Health grade.

Uptime Grade: This is simply the 'Server Availability (online/offline ratio)' percentage. From 0 to 100%.


Windows Version Grade2003 100%XP 100%2000 75%NT4 50%ME 25%98 25%95 0%


Backups Grade: Equal to the number of the successful backups divided by the number of total backup attempts (successful plus failed). The way these counts are gathered is explained below. For example 2 failed backups and 8 successful backups bring a total Backups Grade of 80% (= 8/(8+2)).


Patch Grade: Weighted average based on the number of missing Windows patches on the different machines for the client. The more patches are missing the lower the grade will be, with 0 for machines that have not been scanned:

Missing Patches GradeFully Patched 100%Missing 1-2 patches 75%Missing 3-5 patches 50%Missing 6+ patches 25%Unscanned Machines 0%


Server Disk Space: Average of grades assigned to individual servers' disk partitions based on the percentage of the remaining space. The lower the percentage of free space on a partition, the lower the grade assigned to it.



Miscellaneous Indicators

Some of the items in this report rely on the Sample Scripts section of your Kaseya System. If you do not have these please make sure that you are running Kaseya version 4.5 or later and go to the Kaseya Forums to download these scripts and the executable files that they run. Consider running the Computer Cleanup script under Sample Scripts, Managed Services. Bring it up to your 'My Scripts' section and edit it to make sure that it does not do anything you're already running or that you don't intend it to. By default, of the items on this report, it will run Disk Cleanup, Disk Defrag, Spyware removal and the Managed Services Anti-Virus script.


http://www.kaseya.com/kforum/

Total Notifications: This is the total number of notification that Kaseya has generated for this client's group of devices.

Total Closed Helpdesk Tickets: This is the number of ConnectWise service request closed for this company in the last 30 days.

Disk Cleanup / Disk Defragmentation: These statistics rely on Kaseya scripts. Running the 'Computer Cleanup' script pictured above will schedule these items and allow the data to show on your report. You can run other scripts to perform these tasks if you choose to. To do this and have your statistics display on the Executive Summary, you must edit the

[MspKaseyaWebServiceInstallationDirectory] \bin\CWExecReportConfig.xml

file to specify the name of the script and the script log entry that indicates success. In most cases, [KaseyaWebPagesDirectory] is

C:\Program Files\ConnectWise\KaseyaCwWebService

on your Kaseya server.

<DiskDefrag ScriptName="Analyze Defrag Step 2" Description="Script Summary: Success%"/>

<DiskCleanup ScriptName="Windows Disk Cleanup%" Description="Script Summary: Success%"/>

This configuration file comes with the above configuration by default. If you wish you can change the names and log entries of the scripts you run to match what is configured. Alternatively you can update the configuration file to reflect the scripts you use. Please note that the '%' is a wildcard character, much like '*' in DOS. It allows you to specify multiple scripts with the same patterns in their names and/or descriptions.

Spyware Items Removed: Collected if you are using Ad-Aware or SpyBot for spyware cleanup. This is also a part of the 'Computer Maintenance' script (runs Ad-Aware script). Because these are parsed on the client machine, you are not given control over their names and description, like in the case of Disk Cleanup and Defragmentation.


Backups: Statistics for successful and unsuccessful backups are based on Application Events written to the Windows Event Log by your backup application. Follows the list of steps you will need to perform for this data to display on your Executive Summary. - Open your backup application and have it log successful backup job events and also all events that can result from a backup failure. In the case of Veritas (Symantec) you might do something like this:

Open the alerts configuration menu:

Click the 'Record event in the Windows Event Log' checkbox for each of the events that are to be logged. Highlighted on the left are events that indicate backup failure. You should have all of them logging.

The following two events are what we consider backup success for Veritas (Symantec).


- Once you have ensured that the success\fail backup events are logged, you need to configure [KaseyaWebPagesDirectory]\KaseyaCWWebService\bin\CWExecReportConfig.xml. It comes configured with the event log IDs for Vertias version 7 and up, so if this is what you are using you can leave it as is. The file's backup nodes look like this:

<Backup1 Source="Backup Exec" FailureIDs="34338,57348,58053,57751,34114,34113,58057,34578,65314" SuccessIDs="57755,34112"/>

<Backup2 Source="Backup Exec" FailureIDs="34338,57348,58053,57751,34114,34113,58057,34578,65314" SuccessIDs="57755,34112"/>

You should define one node per event source (allows using different backup applications on different client machines). The names of the nodes should be Backup1, Backup2, etc. as shown above. In each node you must have SuccessIDs and FailureIDs attributes. List the IDs of the events that indicate success or failure in the respective attribute. The above two nodes carry the same information and are only shown for illustrative purposes. You can get the event IDs either from the Windows Event Log or in the case of Veritas (Symantec) from the Alert Categories dialog (above).

- The last step is to ensure that Kaseya brings in and keeps the Application Log entries. Click on the 'Client' tab and select 'Log Settings' from the Function List.


Since this summary is designed to report on 30 days of data, you should keep at least 30 days of logs. Once you've set all of the above you will see Successful and Failed backup counts for your client company as well as the Backup Grade display on their report (presuming of course that you run backups for some of its devices).

Important Note: Unfortunately we currently do not report on Kaseya’s native backup functionality.

Viruses on Computers Removed: Much like the backups statistics, the viruses found count relies on events written to the Windows Event Log and not on the particular script you choose to run in Kaseya. Again you must ensure that you keep at least 30 days of application logs, so that the data on the report would be accurate. The default configuration is pasted below:

<Virus1 Source="AlertManager" VirusFoundEventIDs="257,770"/>

<Virus2 Source="Symantec Mail Security for Microsoft Exchange" VirusFoundEventIDs="215"/>

<Virus3 Source="Norton AntiVirus" VirusFoundEventIDs="5"/>

Like the backups data, the virus reporting allows you to specify multiple source/IDs pairs. Edit the entries with the source and event IDs that your anti-virus software logs. Please remember to keep the node names in incrementing order (Virus1, Virus2, etc.). Any entry encountered in the event log with one of the specified sources, and an id that is in this source's list, is counted as one virus removed on the Executive summary report.

Email Spam / Viruses Removed: The data for these is gathered from your 'Spam Stats' configurations in ConnectWise. Define all the email domains that you manage for this company as configurations and the totals (for all configurations belonging to this company) for spam and viruses blocked will display on your report.


Appendix D N-Able N-Central Executive Summary[coming soon]


Appendix E What do DoubleCheck and Postini add to the Executive Summary?

Our integration to Email Management solutions (such as DoubleCheck and Postini) adds two data items to the Executive Summary reports of every type. These are the ‘Email Viruses Removed’ and ‘Spam Items Removed’ counts.

The data for these is gathered from your 'Spam Stats' configurations in ConnectWise. Define all the email domains that you manage for this company as configurations and the totals (for all configurations belonging to this company) for spam and viruses blocked will display on your report.

These numbers should correspond to Questions 2 and 3 from your Spam Stats configuration record(s).


Appendix F SonicWall GMS section of the Executive SummaryIf you have performed the setup prescribed in 3. d. you will see the section in the screenshot below added at the bottom of your Executive Summary for each client company for which you have SonicWall Appliance configurations.

All the data in this section represents the last 30 days of activity (provided there has been that many days since the integration was installed). It is generated directly from your daily XML reports coming out of SonicWall GMS, so it is important to setup that part correctly.

Bandwidth Utilization: A daily bar graph representing the amount of bandwidth used for each day.

Top Web Sites: Ranks the top 10 web sites for the last 30 days based on the number of Hits.

Intrusions Prevented: Ranks the top 10 intrusion attempt categories as they occurred in the last 30 days, by the number of attempts.

Web Filter Top Categories: Ranks the top 10 web content categories for content that has been filtered out. Ranking is by the number of attempts.
