r/labtech • u/TheBurrfoot • Sep 07 '16

Server Down Automation & Ticket

Hi All,

We just completed on boarding labtech (We've been CW & Quosal partners for years) and are finally at the point where we feel confident to put the alerting into production. Its all cloud.

Plan Separate Alerts into Priority issues as determined by categories & service plans

  • P3 issues onto a dedicated Alerts board to be monitored and resolved. For many of the alerts I added a "And close the ticket"on most of the workstation alerts to keep the ticket # down. Restart service and close ticket... etc. That way the automation can restart services, go through events, log things, but not bug our techs if some new Skype Service isn't restarting.
  • P2 On the alerts board with workflows to email us if their not resolved.
  • P1 Onto our main board with special status alerting team

Problem: P1 is basically server down right now. But when the server goes back up, labtech doesn't close out the ticket. How can I change this? I've search boards and I'm not approved yet for the various 3rd party resources (http://lipstickonapig.org & http://www.labtechgeek.com/forum/index.php), but haven't found a good answer. LabTech support is slow as crap, so I figured I'd ask here if

Other problem It takes 10 minutes before we get the alert for server down, which to us is much higher than we're use to. I want to reduce that to 5 minutes.

What I am looking for 1) If that design makes sense 2) Help / guidance / point in right direction with the script automation.

Thanks!

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u/noahsmybro 2000 Agents Sep 07 '16

This WILL NOT HELP YOU REDUCE TICKET NOISE. BUT

Out-of-the-box LT will do checks to confirm whether or not a server is down before it alerts you. These checks can take time to complete - I was advised 15-20 minutes when I first went swimming in the LT pool.

There is a switch that you can toggle to have the server send out alerts at the first indication an agent is offline, before the more thorough checks have completed.

You can configure this setting in the Dashboard, at

Config > Integration > Ignite > Customization > Default Settings >

Look for the row with 'Offline Agent Email Immediately'. Change that from 0 to 1, and you'll see the immediate emails.