ManageEngine IT360 - General FAQs

The General FAQs of IT360 are categorized as below:


Common to all Editions

  1. When I try to configure the SMTP E-mail settings, with multiple email ids in the 'To Address' field (separated by commas), I am getting the following error message: 'Please enter a valid to address'. Please clarify. Also,what are the possible areas of configuration or settings, where I can configure multiple email ids?

  2. What should I do, if my Probe at the Remote site fails to start? I have checked all the ports and tried several reboots.

  3. Is it required to exclude the IT360 folders from anti-virus scanning program, in the machine, where IT360 is running?

  4. I found a Network device to be down, but couldn`t find any interface alert (Alarm) generated for the device downtime. Please clarify.

  5. What are the relevant steps to be taken when the IP address of a device is changed?

  6. I get a 'Page cannot be displayed' error message, while trying to login from IE. What configuration changes should I do?

  7. How to add a Custom Network Device?

  8. How do I know that IT360 Server is receiving the SNMP traps?

  9. How do I customize the Template / Layout of the emails alerts notification sent out by the monitoring modules of IT360? Also, how do I customize the Template / Layout of the email notifications for Users added via AD and those Users added manually?

  10. Can I install IT360 with Microsoft SQL as backend database? If yes, how much disk space shall I reserve for dB instance?

  11. Can IT360 run on a 64 bit OS?

  12. In failover configuration, should both Primary and Standby Central Servers have the same Hardware specifications? Can I install the Primary Server today and the Standby Server later?

  13. What is the difference between the Enterprise Edition and MSP Edition?

  14. What is the CPU consumption [utilization] when I use SNMP and when I use WMI [say with a polling interval of 10 minutes]?

  15. IT360 is installed in a given server. I want to take this server into preventive maintenance. However, I would like to continue monitoring my network devices, servers, etc.,using IT360. What do I do?

  16. How do I import third party SSL Certificate into IT360?

  17. I am using IT360 Professional edition now and I want to move to Enterprise edition. Is it possible?

  18. How do I change webserver port in IT360?

  19. What is a Dedicated Probe and a Shared Probe [in MSP Edition and Enterprise Edition]? Also, can I instal a probe in my datacenter and monitor remote sites?

  20. Is it possible to integrate IT360 with ManageEngine Desktop central?

  21. How to calculate the required bandwidth between the central server and a remote probe?

  22. I am unmanaging a device. What is the status of its Health and Availability?

  23. Our IT360 database size is very high. We want to reduce the size of the database. Do you have a database / data management support in IT360?

  24. I have not accessed IT360 [web console] for a long time [for several hours]. Now, when I try to access the web console and get some data, I get the following error: "Database Error Occurred while processing this request... ". How do I get over this error?

  25. I am unable to import users from Active Directory.

  26. What are the steps to be followed, if I need to change the IT360 database from Microsoft SQL to external MySQL (not the bundled one)?

  27. While applying PPM, I am getting the error "Some exception occurred during previous patch installation / uninstallation". What could be the possible solution?

  28. What are the relevant modifications to be done, if the IP Address/Hostname of a Probe is changed?

  29. What are the relevant modifications to be done, if the IP Address/Hostname of Central server is changed?

  30. Why does security certificate validation occurs two times, while launching the IT360 web console?

  31. Is it possible to migrate data from point products to IT360? If yes, what are the possible migrations, and how can i know the version of the point product that is compatible with IT360?

  32. Is Peer to Peer resource monitoring possible with IT360?

  33. Is there a way to unmanage or stop monitoring those few unwanted databases (say, Microsft SQL) in a server that are not running or not in use? I do not want its unavailability to get reflected on the database server's Health.

  34. How can I update the bandwidth value of an interface?

MSP Specific

  1. After rebranding the IT360 - MSP edition, I logged out and re-logged in to the webclient, but I am unable to view the new images and text in the product. Please clarify.

  2. Is it possible to integrate Active Directory / LDAP of each customer account, so that the end users from different customer sites can login to the system using their own AD / LDAP account?

  3. How to associate Applications/Servers to a particular Customer/Site while doing bulk import throgh CSV file?

 Licensing

  1. When I create a user in C6_2 category (Read-only user), the IT360 web client is redirected to License Violation page, sometime later. Please clarify the same.

  2. Is license required for a read-only user?

  3. Is Requester Login free for IT360 Helpdesk module?

  4. What are the Asset types that require license and those that do not require license?

  5. What are the different Roles and the corresponding Access controls available in IT360?

  6. Where can I find the License Purchased info in the IT360 product?

  7. What are the User License types available in IT360?

  8. I have configured failover for IT360, and procured a license. Where should I apply the license, in Primary or Standby server?

  9. I applied license for IT360. It got applied in Central, but not in Probe. Now, it is showing that the license has expired in Probe, and I am unable to launch the web console. Please clarify. Also, what do I do when the license has expired in the Central Server? Or, I have applied IT360 license from web page.But after restart of IT360, it doen’t start. Wrapper log writes that licence has expired. How I can upload licence by bat file?

  10. What are the License categories and the different Components covered by each category, in IT360?

  11. How license works for IPAM and Switch port mapper in IT360?

  12. Why there is variance in license count usage between Central and Probe of Enterprise and MSP editions?

  13. How is license calculated for servers in IT360?
    [OR]
    Whenever I discover a ESX server, each Virtual machine running inside it consumes a license. Why is this so? Why not ESX considered as a single host?

Backup and Restoration

  1. If my Central server crashes and I restore the backup data, will the Central be able to communicate with my existing Probes?

  2. While taking database backup in IT360, the backup files are having huge data. Is it possible to shrink their size?

  3. How Disaster recovery is being handled in IT360?

  4. How do you differentiate between High Availability and Disaster recovery?

Telnet/SSH Protocol

  1. How to enable Telnet in IE7 in Windows installations?

  2. How to enable Telnet in Firefox in Linux installations?

  3. How to enable SSH in Firefox in Linux installations?

Ticket Logging in External ServiceDesk

  1. How to log tickets in External ServiceDesk Plus, from 'Applications Monitoring' module of all the 3 editions (Professional, Enterprise and MSP)?

  2. How to log tickets in External ServiceDesk Plus, from 'Network Monitoring' module of all the 3 editions (Professional, Enterprise and MSP)?

Configuration Changes

  1. Am I allowed to change the directory monitor`s calibration?

Reports

  1. How do I generate reports based on Operational Hours?

User Management

  1. I have users from other domains which I cannot connect to at the moment. How do I include such users into IT360?

Add-ons and Plug-ins

  1. How to enable SSL mode in Configuration Management plug-in of IT360?

Common to all Editions

1. When I try to configure the SMTP E-mail settings, with multiple email ids in the 'To Address' field (separated by commas), I am getting the following error message: 'Please enter a valid to address'. Please clarify. Also,what are the possible areas of configuration or settings, where I can configure multiple email ids?

It is not possible to configure multiple email ids in the SMTP email settings. You can enter only one email id here and cross check for the SMTP`s proper response.

The following are the possible areas of configuration or settings, where you can add multiple email ids;

Note: You can enter the multiple email ids, separated by commas (,).

[Questions]

2. What should I do, if my Probe at the Remote site fails to start? I have checked all the Ports and tried several reboots.

If your Probe at the Remote site fails to start, then you need to ensure the following, in order to proceed further;

During First Attempt:

  1. Check whether any module has failed to load/start.
  2. Verify the Firewall settings.
  3. Make sure that you are able to ping the Central and access the Central console from the Probe machine.

During Second Attempt:

  1. Make sure that you are able to ping the Central and access the Central console from the Probe machine.
  2. Check whether any module has failed to load/start.

Note: Proper communication is always essential between the Probe and the Central, before beginning the installation of the Probe, as the Probe requires a registry in the Central, during startup.

[Questions]

3. It required to exclude the IT360 folders from anti-virus scanning program, in the machine, where IT360 is running?

Yes. Once you have decided to install IT360 in a given folder in the Server, kindly ensure the following, with respect to anti-virus scanning:

For MYSQL Backend:

Exclude the folder <IT360_HOME>\MySQL\data and its sub-folders from any anti-virus scanning program.

For Microsoft SQL Backend:

Exclude the Microsoft SQL installation folder and its sub-folders, available in the Remote Server, from any anti-virus scanning program.

Important: Make sure that you have disabled the antivirus scanners and file system backups on the MYSQL/Microsoft SQL data directories. Also, make sure that no one else is sharing the drive on some network share, where an antivirus or search indexer might be scanning.

[Questions]

4. I found a Network device to be down, but couldn`t find any Interface Alert (Alarm) generated for the device downtime. Please clarify.

You couldn`t find any Alarm, generated during the device downtime, because of any one of the below reasons;

[Questions]

5. What are the relevant steps to be taken when the IP address of a device is changed?

In general, IT360 maintains the Device Name as the Primary Key and resolves IP address based on the same. Hence, whenever you modify the IP address of any device, perform the following configuration changes:

i. Changes Required in Device:

Update the new IP address in DNS settings and also in the Server Hosts file.

ii. Changes Required in IT360:

[Questions]

6. I get a 'Page cannot be displayed' error message, while trying to login from IE. What configuration changes should I do?

If the required page is not loaded and the given error message is displayed, then do the following;

In Local machine, where IT360 is installed:

From any other machine, within the LAN:

[Questions]

7. How to add a Custom Network Device?

In order to add a Custom Network device (Applicable to Professional Edition, Enterprise Edition - Probes only and MSP Edition - Probes only), you need to do the following:

  1. Upload the custom MIBs (e.g. Watchguard') - Click here to view the steps for MIB upload.

  2. Find the sysObjectID - Click here to view the steps for getting sysOID.

  3. Create Template - Follow the steps below;

Once the sysOID is found, do the following;

    1. Navigate to 'Admin -> Networks -> Device Templates', click on the 'Custom' button, and click on 'New Template' button, in order to create a Template.

    2. Provide the Device Template name as 'Watchguard', and other details, such as Vendor Name, Category and Monitoring Interval. Under the System OID, please add the sysOID that you have noted down. In order to confirm the proper addition of the OID, please click on the 'Query Device' button, to confirm that the OID was added properly.

    3. Once the OID is added, click on the 'Add Monitors' button.

    4. Click on the 'Add Bulk' button in the window that pops up. Enter values for Monitor Name, SNMP OID, Monitoring Intervals, Threshold Alert, and Rearm Value. Click 'OK'.

    5. Click 'Create'. Now, the Device Template will be created.

  1. Once the Device Template is created, you will be able to Add Device.

[Questions]

8. How do I know that IT360 server is receiving the SNMP traps?

IT360 uses port 162 and 1620 to receive traps from devices (Network devices and Servers & Application devices, respectively). Ensure that these 2 ports are not used by any other SNMP trap reciever programs.

Steps to verify:

You can ensure whether IT360 server is receiving the SNMP traps or not, by following the below instructions:

  1. Stop the IT360 service (Note: IT360 occupies port: 1620, when started).

  2. Execute the 'MibBrowser.bat' file, under '/IT360-Home/networks/bin'.

  3. Navigate to 'View -> Trap Viewer'.

  4. Enter the port number 162 / 1620 in the 'Port' field, along with the appropriate 'Community' String.

  5. Now, click 'Start'.

If the traps are forwarded in port 162 / 1620, the standalone tool will capture these traps.

[Questions]

9. How do I customize the Template / Layout of the emails alerts notification sent out by the monitoring modules of IT360? Also, how do I customize the Template / Layout of the email notifications for Users added via AD and those Users added manually?

If you wish to modify the IT360 Email notification Template / Layout for alerts, then make the required changes in 'mail.html' file, available under '<IT360_Home>\applications\working\conf' directory.

Note: i) While formatting the 'mail.html' file, remember, not to edit any of the variables in it.

ii) The contents of this file are subjected to change, whenever a service pack is released. In such cases, you have to redo the changes.

You can also customize the email notifications when you add Users via AD or manually. For AD Users, you make changes in the 'domainMailTemplate.html' file, present under '<IT360_Home>\webapps\console\html'

and for Manually added Users, you make changes in the 'defaultMailTemplate' file, present under '<IT360_Home>\webapps\console\html'.

[Questions]

10. Can I install IT360 with Microsoft SQL as backend database? If yes, how much disk space shall I reserve for dB instance?

Yes, you can install IT360, with Microsoft SQL database as backend. You will require atleast 250GB of HDD for the dB instance.

[Questions]

11. Can IT360 run on a 64 bit OS?

It is recommended to run IT360 on 32-bit OS. Though it is possible to run IT360 on 64bit OS, few features like, SMS (Text Message) action, monitoring of 64 Bit SAP instances, and Weblogic Monitoring will not be supported. Also, a 32 bit Real-Browser Monitor Agent will not run in a 64 bit environment [a 64 bit Real-Browser Monitor Agent will run in a 64 bit environment].

If the above are out of scope of your monitoring requriements, you may run IT360 in a 64 bit OS.

[Questions]

12. In failover configuration, should both Primary and Standby Central Servers have the same Hardware specifications? Can I install the Primary Server today and the Standby Server later?

Yes, it is recommended that you maintain the same Hardware configurations for both the Primary and Standby Central Servers. Yes, you can configure the Primary Server first, and the Standby Server later, according to your convenience. Please note that configuring failover will involve some downtime.

[Questions]

13. What is the difference between the Enterprise Edition and MSP Edition?

These two editions cannot be compared with each other. The Enterprise Edition is meant for enterprises who want to monitor their multi-location LANs. The MSP Edition is for service providers who offer IT Infrastructure management services to their clientele. [However, just for your information, MSP Edition has Customer Management and SLA Dashboard as additional features when compared with the Enterprise Edition]. See this page for more information.

[Questions]

14. What is the CPU consumption [utilization] when I use SNMP / when I use WMI [say with a polling interval of 10 minutes]?

When you use WMI, CPU is about 30%. With SNMP it is found to be even lesser. The CPU Utilization depends on certain parameters:

[Questions]

15. IT360 is installed in a given server. I want to take this server into preventive maintenance. However, I would like to continue monitoring my network devices, servers, etc., using IT360. What do I do?

You need to use the High Availability feature offered in IT360. When primary instance of IT360 is taken for preventive maintenance, the standby IT360 server takes over. This ensures monitoring happens during the preventive maintenance period. Once the maintenance period is complete, the primary server takes over the monitoring role.

The HA feature requires an addon license. Please get in touch with our sales team at: sales@manageengine.com, for further assistance

[Questions]

16. How do I import third party SSL Certificate into IT360?

The procedure to import third party SSL Certificate is available in the following link:

https://manageengineit360.wiki.zoho.com/SSL-Domain-Certificate-Implementation.html

[Questions]

17. I am using IT360 Professional edition now and I want to move to Enterprise edition. Is it possible?

Yes, you can migrate from the Professional edition to the Enterprise edition. For detailed steps, click here.

[Questions]

18. How do I change webserver port in IT360?

A) IT360 - All Editions (Both Central and Probes):

Note: During this process, make sure the DB Server is up and running.

  1. Stop the IT360 service (Use services.msc).

  2. Make sure all the java.exe, wrapper.exe, cscript.exe processes are not running in task manager.

  3. Open command prompt (if you are using Windows 2008, right click the Command Prompt icon and select "Run as Administrator" option).

  4. Change directory to \bin\.

  5. Execute: changeWebServerPort.bat <HTTP_PORT> <SSL_PORT>
  6. For Professional edition: This can run either in HTTP or HTTPs.  In this case, the other port number should be 0:

    • To enable HTTPSchangeWebServerPort.bat 0 8443 
    • To enable HTTP changeWebServerPort.bat 8080 0

    For Enterprise & MSP editions: This can either be in full HTTPS mode or combined HTTP and HTTPs mode:

    • Full HTTPS - changeWebServerPort.bat 0 8443 
    • Combined HTTP and HTTPs - changeWebServerPort.bat 8080 8443 - Here, the HTTPS port is used for Central-Probe sync and the HTTP port for browser access [This is not recommended for MSP edition]

In addition to above, do the following. 

B) IT360 - with OpStor integration:

In this case, you need to execute the following steps in addition to the above steps:

  1. Stop the OpStor service. 

  2. Stop the IT360 service. 

  3. Change the webserver port on IT360 side using Changewebserverport.bat

  4. Start the IT360 service. 

  5. On OpStor side, disable HTTPS by running configssl.bat

  6. On OpStor side, run configureIT360.bat with modified port to integrate OpStor with IT360. 

  7. Start the OpStor. 

  8. On IT360 side, configure OpStor using Add On Configuration

  9. Restart both IT360 and OpStor.

[Questions]

19. What is a Dedicated Probe and a Shared Probe [in MSP Edition and Enterprise Edition]? Also, can I instal a probe in my datacenter and monitor remote sites?

In Enterprise Edition, when you use a probe exclusively for a site, it is a Dedicated Probe. When you use a probe for [monitoring] many sites, it is a Shared Probe.

In MSP Edition, when you use a probe exclusively for a client site, it is a Dedicated Probe. When you use a probe for [monitoring] multiple sites of the same client, it is a Shared Probe. Also, you may use a probe for [monitoring] sites of different clients. You call this as a MSP Shared Probe.

You may even instal a probe in your Datacenter and monitor the sites remotely.

You may use a probe as a Dedicated Probe to start with and later convert it to a Shared Probe to monitor many sites. Remind yourself of the scalability limits / reachability / IP Address clash, when you do this. Our support team can assist you.

Note: Bulk Discovery option would be disabled when you use a probe in a shared mode.

[Questions]

20. Is it possible to integrate IT360 with ManageEngine Desktop central?

As of now, ManageEngine Desktop Central is available as a plug-in in the Servicesdesk module of IT360.

[Questions]

21. How to calculate the required bandwidth between the central server and a remote probe?

Refer the following document for more information on Bandwidth Consumption:

https://manageengineit360.wiki.zoho.com/Bandwidth-Consumption.html

[Questions]

22. I am unmanaging a device. What is the status of its Health and Availability?

By design, when you unmanage a device, its status would be the one when it was last managed [polled]. So, if the status was Up at the time of unmanaging the device, it would continue showing as Up and running although you have unmanaged it. However, if you wish to change the last status also, go to the List view - select the monitors [to be unmanaged] and click "Unmanage and Rest Status". This changes the last status to the current [unmanaged] status.

[Questions]

23. Our IT360 database size is very high. We want to reduce the size of the database. Do you have a database / data management support in IT360?

Yes. You can configure your data retention requirements:

For Network module, go to Admin - Netwroks - Database Management

For Applications and Servers module, go to Admin - Servers and Applications - Report Settings - Data Retention

For Traffic module, go to Admin - Traffic - Storage Settings

[Questions]

24. I have not accessed IT360 [web console] for a long time [for several hours]. Now, when I try to access the web console and get some data, I get the following error:

"Database Error Occurred while processing this request... ". How do I get over this error?

If you have not accessed IT360 console for 8 hours+, or if there was no database operation for the past 8 hours, you get this Database Error, i.e. when the very first request is received after this idle timeout. This has been addressed in release 9050.

A) First, you need to make the following configuration changes:

  1. Add the below line after the line "character-set-server=utf8" in my-defaults.ini file, available in the <IT360_Home>/mysql/ directory

interactive-timeout = 604800

  1. Restart the IT360 service for the changes to take effect. This change can be done in both the Central server and Probes.

The above steps resolve the DB error due to Idle time.

B) In addition, follow the below steps:

  1. Stop ManageEngine IT360 services.

  2. Add the below entry in the file "AMSever.properties" under /IT360-Home/applications/conf

am.dbconnection.refresh=true

  1. Save and start the IT360 service.

Note: Ensure that the above entry exists in the file after restarting the IT360 service. The above changes are applicable to both Central server and Probes.

[Questions]

25. I am unable to import users from Active Directory.

The reason could be insufficient memory for importing the users from the Active Directory. In this case, you can increase the heap memory, which enables a successful user import (the minimum heap size is to be modified in <IT360_Home>\conf\wrapper.conf). In addition, please be informed that the maximum limit of user s we support for AD syc is 10,000.

[Questions]

26. What are the steps to be followed, if I need to change the IT360 database from Microsoft SQL to external MySQL (not the bundled one)?

For changing the IT360 database from Microsoft SQL to external mysql, you need to first execute the changeDBServer.bat file under <IT360 <IT360 Home>\bin\. Then follow the below listed steps :

  1. Unzip the IT360-supported mysql-noinstall.zip in any of the below ways:

    1. Simply unzip it under <IT360Home> as <IT360Home>/mysql. [OR]

    2. Unzip it under <IT360Home> and rename the unzip dir to mysql [e.g., mysql5.0.52 -> mysql]. Please find the IT360-supported mysql details below:

      IT360 MYSQL = 5.0.52-enterprise-nt [mysql-enterprise-noinstall-5.0.52-win32.zip]
  1. Copy my-defaults.ini from <IT360Home>/conf/ to <IT360Home>/mysql.

  2. Create tmp directory under <IT360Home>/mysql.

  3. Start the mysql by executing startDB.bat <ServicedeskDBPort> available under <IT360Home>/bin.

  4. Connect to mysql by entering the following command in the command prompt:

'<IT360-HOME>\mysql\bin>mysql -u root -Pport number' (e.g. mysql -u root -P32266)

  1. Create databases for the various modules of IT360 [i.e. consoledb, amdb, opmanagerdb, netflow and servicedesk], by executing create database <database template>.
Note: It is not required to create the servicedesk database, for MSP Edition (Central) and Probes.
  1. Stop the database by executing stopDB.bat <ConsoleDBPort> <Username> availble under <IT360Home>/bin.

  2. Additional Steps to be performed in case of IT360 MSP Editon (Central): These steps are required, as IT360 MSP Editon (Central) uses a separate mysql for the servicedesk module.

    1. Unzip the IT360 Servicedesk -supported mysql-noinstall.zip in any of the below ways:

      • Simply unzip it under <IT360Home> as <IT360Home>/servicedesk/mysql. [OR]

      • Unzip it under <IT360Home>/servicedesk and rename the unzip dir to mysql [e.g., mysql5.0.52 -> mysql]. Please find the IT360 Servicedesk -supported mysql details below:

      SDP MSP MYSQL = 4.1.18-pro-nt [mysql-pro-noinstall-4.1.18-win32.zip]

    2. Start mysql by executing startDB.bat <ServicedeskDBPort> availble under <IT360Home>/servicedesk/bin.

    3. Connect to mysql by by entering the following command in the command prompt: '<IT360-HOME>\mysql\servicedesk\bin>mysql -u root -Pport number' (e.g. mysql -u root -P32266).

    4. Execute create database servicedesk.

    5. Stop the database by executing stopDB.bat <ServicedeskDBPort> <Username> availble under <IT360Home>/servicedesk/bin.

  3. Use changeDBServer.bat --console and try to configure mysql details.
  1. Now start IT360 service.

[Questions]

27. While applying PPM, I am getting the error "Some exception occurred during previous patch installation / uninstallation". What could be the possible solution?

This might be a problem with any of the previous PPM upgrade failure or residue. Remove the "Patch" folder present under the IT360 installation directory and re-apply the PPM.

[Questions]

28. What are the relevant modifications to be done, if the IP Address/Hostname of a Probe is changed?

If the IP Address/Hostname of a Probe is changed, it affects the communication between that Probe and Central server. In that case if the DNS does not take care of the same, then you need to change the Probe information in Central as shown below:

  1. Navigate to 'Central --> Admin --> Probe'.
  2. Go to the Edit Probe page and change the Host Name of the Probe server.

 [Questions]

29. What are the relevant modifications to be done, if the IP Address/Hostname of Central server is changed?

If the IP Address/Hostname of Central server is changed, it affects the communication between the Central server and all the associated Probes. In that case if the DNS does not take care of the same, then you need to change the Central information in Probe as shown below:

  1. Stop IT360 Probe service.
  2. Change the 'am.adminserver.host' value (i.e., the Host name / IP Address of the new Central server) in the 'AMServer.properties' file, available under the '<IT360-Probe home>/applications/conf' directory.
  3. Start IT360 Probe service.

Note: Make sure the above changes are made in all available Probes.

 [Questions]

30. Why does security certificate validation occurs two times, while launching the IT360 web console?

When you launch the IT360 web console, internal port redirection happens to the console service which takes care of the authentication part across the modules. This is the reason why you see the certificate validation happening 2 times (since this is a self-signed certificate). Anyway, if you use a valid SSL certificate from Certificate authority (CA), this will not occur.

 [Questions]

31. Is it possible to migrate data from point products to IT360? If yes, what are the possible migrations, and how can i know the version of the point product that is compatible with IT360?

Yes, it is possible to migrate data from point products to IT360. For detailed information on migration procedures, see this document.

[Questions]

32. Is Peer to Peer resource monitoring possible with IT360?

Yes, it is. You can monitor the nodes in a peer to peer network, based on the supported protocols (List of supported Peer-to-Peer Protocols). The different monitors in the network can be grouped under a single Business Service, so that it is possible to analyze the network traffic using the Traffic module.

The regular resource monitoring and the peer to peer resource monitoring are same in all aspects, except in the way the resources interact with each other. (i.e, the former is interaction within a network, while the latter is between networks).

[Questions]

33. Is there a way to unmanage or stop monitoring those few unwanted databases (say, Microsft SQL) in a server that are not running or not in use? I do not want its unavailability to get reflected on the database server's Health. 

In general, it is not possible to delete or unmanage individual databases, say Microsft SQL running in a server, even if they are inactive. However, we can configure alarms on the Microsft SQL application in such way that the unavailability of certain databases will not affect the Health of the Microsft SQL monitor itself. Please find the steps as below:

  1. Follow these steps to configure Attribute dependencies.
  2. Make sure you move those inactive databases, which you want to be removed from affecting the health of the Microsoft SQL monitor, to the left side box (i.e, List of Dependent attributes section).
  3. Click Save.

Now the Microsft SQL monitor will not have its Health affected due to the inactive databases.

[Questions]

34. How can I update the bandwidth value of an interface?

You can update the bandwidth value by following the below steps:

  1. Login the IT360 web-client.
  2. Navigate to "Traffic --> Devices".
  3. Edit the required device Interface Name and update the bandwidth values (i.e., In Speed ( in bits/secs) and Out Speed (in bits/secs)).
    [OR]
    Edit the Device name (e.g., Cisco2081_router), click Set SNMP parameters, update the right SNMP credentials (i.e., SNMP Community and SNMP Port) and click Update.

[Questions]

General - MSP

1. After rebranding the IT360 - MSP edition, I logged out and re-logged in to the webclient, but I am unable to view the new images and text in the product. Please clarify.

Please clear the browser cache, for the changes to take effect.

[Questions]

2. Is it possible to integrate Active Directory / LDAP of each customer account, so that the end users from different customer sites can login to the system using their own AD / LDAP account?

Yes. You can import Users directly from Active Dirtectory and update / sync the same at predefined intervals. By default, these imported Users are assigned a [help desk] Requestor Role. You may later change their Roles as required.

3. How to associate Applications/Servers to a particular Customer/Site while doing bulk import throgh CSV file?

While performing bulk Import of applications/servers from CSV file, do the following:

  1. Download the CSV file of the required application/server.
  2. Under the MonitorGroup column, give the values in the format Customer Name_Site Name, say for example Aviation_Chennai.

Now, the selected application/server gets associated to the given customer/site.

[Questions]

Licensing

1. When I create a user in C6_2 category (Read-only user), the IT360 web client is redirected to License Violation page, sometime later. Please clarify the same.

Note: You can write to it360-eval@manageengine.com, if you need any assistance in deleting the user.

[Questions]

 2. Is license required for a read-only user?

Yes, read-only access users are licensed under the category C6_2 (IT360 Operator or Read-only Users). Hence, in order to make use of read-only access users in IT360, the customer should purchase license for C6_2 category.

Note: For more details on commercials, please get in touch with our Sales Team at: sales@manageengine.com

[Questions]

 3. Is Requester login free for IT360 Helpdesk module?

Yes, we have designed the Requester login free for IT360 Helpdesk module. This is because, any enterprise will have ‘n’ number of end users, who use the IT360 HelpDesk console as a self-service portal to raise tickets and to check the status of the tickets, opened up by them.

[Questions]

4. What are the Asset types available with IT360? Do all types of assets require licenses?

The following are the various Asset types and their corresponding licensing details:

  1. IT Assets:

All IP based assets are grouped under IT assets and all the IT Assets in Help Desk Module of IT360 are licensed. The following are some examples of IT assets:

  1. Components:

A part of the asset (i.e. associated with the asset), which does not stand alone are grouped under Components. A component does not require a separate license. The following are some examples of components:

  1. Non-IT Assets:

All non-IP based assets are grouped under Non - IT assets, which do not require licenses. The following are some examples of Non-IT assets:

[Questions]

 5. What are the different Roles and the corresponding Access controls available in IT360?

For detailed information about different Roles and the corresponding Access Controls, defined under IT360, individually for each edition, refer the link: Manage Users and Roles in ManageEngine IT360.

[Questions]

6. Where can I find the License Purchased info in the IT360 product?

In order to view the License Purchased info, click the ‘Licensing’ link at the top right corner of the IT360 product. A window pops up showing the complete license details.

[Questions]

7. What are the User License types available in IT360?

There are two broad categories of User License types available in IT360:

  1. IT360 Operator or Read-only Users (C6_2):

These users will have read only access to IT360 Monitoring System and will not have Technician access to Helpdesk.

  1. IT360 Technicians:

This broad category is again divided into the following sub-categories:

  1. IT360 Technician (C6_1):

    This user will have Admin (read/modify/delete) access on IT360 Monitoring system. Asset Management and Helpdesk module will be disabled.

  2. IT360 Technician (C6_3):

    This user will have Admin (read/modify/delete) access on IT360 Monitoring system and Admin access on Non-ITIL English language Helpdesk.

  3. IT360 Technician (C6_4):

This user will have Admin (read/modify/delete) access on IT360 Monitoring system and Admin access on Non-ITIL Multi-language Helpdesk.

  1. IT360 Technician (C6_5):

This user will have Admin (read/modify/delete) access on IT360 Monitoring system and Admin access on ITIL English language Helpdesk.

  1. IT360 Technician (C6_6):

This user will have Admin (read/modify/delete) access on IT360 Monitoring system and Admin access on ITIL Multi-language Helpdesk.

[Questions]

8. I have configured failover for IT360, and procured a license. Where should I apply the license, in Primary or Standby server?

You should apply the license for both the Primary and Standby servers. Only if the license is updated in both the servers, you will be able to view the console page (webclient).

To apply the license for the Primary server;

To apply the license for the Standby server;

[Questions]

9. I applied license for IT360. It got applied in Central, but not in Probe. Now, it is showing that the license has expired in Probe, and I am unable to launch the web console. Please clarify.

Also, what do I do when the license has expired in the Central Server?

Or, I have applied IT360 license from web page.But after restart of IT360, it doen’t start. Wrapper log writes that licence has expired. How I can upload licence by bat file??

The reason for the license not reflecting in Probe could be that the Probe service might have been down, when the license was applied in Central. Please follow the below instructions to solve the above problem;

  1. Stop the Probe Service, and make sure that the java and Mysql instances are killed.

  2. Run the command prompt in Administrator mode, and execute the ‘<IT360-Home>/applications/bin/UpdateLicense.bat’ file.

  3. Update the License for the Probe.

  4. Now, start the Probe Service.

Now, you will be able to access the web console.

The above steps are applicable when the license expires in the Central Server.

[Questions]

10. What are the License categories and the different Components covered by each category, in IT360?

The following are the various License Categories, and the different Components, supported by each category, in IT360;

Sl. No
License Category
Components
1.
Device Monitoring (Network Devices & Servers) (C1_1) Network Devices - Router, Switch, Firewall, LoadBalancer, Wireless, Printer, UPS, WAN Accelarator
Physical Servers - Windows NT, Windows NT Server, Windows 95, Windows 2000, Windows 2003, Windows Vista, Windows 2008, Windows 7, Windows 8, Windows 2012, Windows XP, Linux, Novell, IBM AIX, HP-UX, Sun Solaris, Sun Solaris PC, FreeBSD / OpenBSD, Tru64 UNIX, Mac OS, Unknown
Virtual Servers - VMWare ESX/ESXi, Virtual Machine (VM), Hyper-V-Server, Hyper-V Virtual Machine, EC2 Instance
IPSLA Monitors - VoIP & WAN RTT
2.
NetFlow Monitoring (C1_2) Flow based Bandwidth Monitoring (incl. CBQoS & NBAR) with Billing module
3.
Storage Device Monitoring (C1_3) Storage Devices - RAID, TapeLibrary, Host, FCSwitch
4.
Applications Monitoring (Application Servers, Database & Middleware, Application Services) (C3_1) Application Servers: Microsoft.NET, GlassFish, JBoss Server, Java Runtime, Oracle Application Server, SilverStream, Tomcat Server, VMware vFabric tc Server, WebLogic Server, WebSphere Server
Mail Servers: Exchange Server, Mail Server
Web Server/Services: Apache Server, IIS Server, PHP, Real Browser Monitor (RBM), SSL Certificate Monitor, HTTP(s) URLs, HTTP-URL Sequence, Web Services, Web Server
Database Servers: Cassandra, DB2, Memcached, MongoDB, Microsoft SQL (MS SQL), MySQL, Oracle, PostgreSQL, Sybase
Middleware/Portal: Microsoft MQ (MSMQ), RabbitMQ, WebLogic Integration, IBM Websphere MQ
EUM Monitor: DNS Monitor, Mail Server
Custom Monitors: JMX/SNMP Dashboard, File / Directory Monitor, Windows Performance Counters, Database Query Monitor, Script Monitor
Services: Active Directory, DNS Monitor, FTP/SFTP Monitor, JMX Applications, LDAP Server, Ping Monitor, Service Monitoring, SNMP/Network Device, Telnet
Cloud Apps: Azure Role Instance
5.
Business & Cloud applications (C3_3) Application Servers: APM Insight, J2EE Web Transactions
ERP: Oracle EBS, SAP Server, SAP CCMS
Middleware/Portal: MS Office SharePoint
Servers: AS400/iSeries
Cloud Apps: Amazon, Windows Azure
6.
Asset Management Nodes (C5_1) Asset Management Nodes
7.
IT360 Operator or Read-only Users (C6_2) IT360 Operator or Read-only Users
8.
IT360 Technician (with Asset Mgmt & ITIL Multi-Language Helpdesk) (C6_6) IT360 Technician (with Asset Mgmt & ITIL Multi-Language Helpdesk)
9.

Concurrent Sessions for Remote Support (C6_7): Applicable for MSP edition only, in addition to the above categories

Concurrent Sessions for Remote Support (Zoho Meeting)

11. How license works for IPAM and Switch port mapper in IT360?

To use the IPAM plug-in and Switch port mapper in IT360, you need to get the OpUtils license and register the same in IT360. Click here for more information.

[Questions]

12. Why there is variance in license count usage between Central and Probe of Enterprise and MSP editions?

The license count usage will always differ between the Central and the Probe. The Probe license page displays only the nodes added in that particular probe, whereas the Central license page will show the consolidated nodes usage from all the Probes associated to it. (Click here to view the product license page)

[Questions]

13. How is license calculated for servers in IT360?
[OR]
Whenever I discover a ESX server, each Virtual machine running inside it consumes a license. Why is this so? Why not ESX considered as a single host?

According to the design of IT360 license structure, Physical servers, Virtual servers, as well as the Virtual Machines, associated with the Virtual servers, are included for server license calculation. This is the reason why the Virtual machines in your setup consumes a license each. This is an expected behavior only.

Anyway, while adding the VMware ESX/ESXi Server itself, you can choose the type of VM Discovery and based on this your lincence consumption will work. For more clarity on IT360`s licence structure, refer the License file shared with you, the licensing page in web console or this FAQ.

[Questions]

Backup and Restoration

1. If my Central server crashes and I restore the backup data, will the Central be able to communicate with my existing Probes?

In the Backup data, all the existing details get stored. So, after restoration, the Central can very well communicate with the existing probes.

Note: For more information on 'Backup and Restoration', refer the link 'https://manageengineit360.wiki.zoho.com/Data-Backup-and-Restoration.html'.

[Questions]

2. While taking database backup in IT360, the backup files are having huge data. Is it possible to shrink their size?

As the backup files are having huge data, this means that the logs for the database (AMDB, CONSOLEDB, ServiceDesk DB or Netflowdb), are huge. Please follow the below procedure to shrink the log level, i.e. to clear the logs;

Note: There will be a downtime of 1 hour for the below activity.

  1. Shutdown IT360 service. Take a backup of the database, before you proceed with the further steps.

  2. Change the Recovery Model to 'Simple', by following the below navigation;
    'SQL server --> AMDB properties --> Options --> Recovery Model --> Simple'.

  3. Connect to 'Microsoft SQL Server -->AMDB'. Execute the following queries;
  1. 'DBCC SHRINKDATABASE (database name , target percent)'

e.g. 'DBCC SHRINKDATABASE (amdb,20)'

  1. 'alter database <DATABASENAME > MODIFY FILE (Name = "<DATABASENAME>_log",MAXSIZE=1 GB)'

    e.g. 'alter database amdb MODIFY FILE (Name = "amdb_log",MAXSIZE=1 GB)'

Note: If the transaction log is too huge without any backup, it can not be shrinked. In that case, run the below query and then follow the above steps:
'BACKUP LOG amDB WITH TRUNCATE_ONLY'

  1. Finally, restart IT360 Service.

[Questions]

3. How Disaster recovery is being handled in IT360?

As far as ManageEngine IT360 is concerned, disaster recovery happens in the following manner. You need to take a periodic backup of data from your active production setup and keep on transferring the same to one or more passive installation(s) of IT360.

So, whenever a disaster occurs, you can either restore the backed up data and start the services in your active production setup, or choose to run the passive installation itself with the backed up data.

Please be informed that additional commercials are involved in IT360 for the disaster passive installations. You can write to it360-eval@manageengine.com, for further assistance.

[Questions]

4. How do you differentiate between High Availability and Disaster recovery?

The High Availability function is to make sure the monitoring system is always up/running under normal conditions. In case of High Availability, it is always recommended to have the active and passive installations of IT360 on the same LAN, for the scenario to function as expected.

On the other hand, disaster recovery doesn’t require the active and passive installations of IT360 to be on the same LAN. It is mainly used to recover data on setups that are extremely far away from one another, probably located on different LANS, WANs, etc.

[Questions]

Telnet/SSH Protocol

1. How to enable Telnet in IE7 in Windows installations?

  1. Click 'Start -> Run'. The Run dialog box opens.

  2. Enter 'Regedit' command and click 'OK'. The Registry Editor opens.

  3. Go to the following key:
    'HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Main\FeatureControl'

  4. Under the 'HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Main\FeatureControl', create a new key named: 'FEATURE_DISABLE_TELNET_PROTOCOL'

  5. Add a 'DWORD' value named 'iexplore.exe' and set the value to 0 (decimal).

  6. Close the Registry Editor and restart Microsoft Internet Explorer.

The Telnet protocol is enabled.

[Questions]

2. How to enable Telnet in Firefox in Linux installations?

  1. Add the below given script (as 'opm_moz_Telnet.sh') in any location [e.g. '/usr/local/bin/opm_moz_Telnet.sh']:

#!/bin/bash

address=`echo $1 | cut -d / -f 3`

konsole -e telnet ${address}

  1. Give the executable premission [i.e. 'chmod +x opm_moz_Telnet.sh']

  2. Type 'about:config' in address bar.

  3. Add 'network.protocol-handler.app.telnet' in the preference name (Right Click --> New --> String).

  4. Add script path as a value [e.g. '/usr/local/bin/opm_moz_Telnet.sh'].

The Telnet protocol is enabled.

[Questions]

3. How to enable SSH in Firefox in Linux installations?

  1. Add the below given script (as 'opm_moz_Ssh.sh') in any location [e.g. '/usr/local/bin/opm_moz_Ssh.sh']:

#!/bin/bash

address=`echo $1 | cut -d / -f 3`

konsole -e ssh ${address}

  1. Give the executable premission [i.e. 'chmod +x opm_moz_Ssh.sh']

  2. Type 'about:config' in address bar.

  3. Add 'network.protocol-handler.app.ssh' in the preference name ('Right Click --> New --> String').

  4. Add script path as a value [e.g. '/usr/local/bin/opm_moz_Ssh.sh']

The Telnet protocol is enabled.

[Questions]

Ticket Logging in External ServiceDesk

1. How to log tickets in External ServiceDesk Plus, from 'Applications Monitoring' module of all the 3 editions (Professional, Enterprise and MSP)?

You can log tickets in the External ServiceDesk Plus, from the 'Applications Monitoring' module of the 3 editions, by following the below steps:

Professional Edition:

  1. Create a Technician, with 'SDAdmin' privilege in the external servicedesk plus. Use this created user information, while configuring the external servicedesk details.

  2. Stop the IT360 Server.

  3. Set the following property as True in '<IT360Home>/applications/conf/AMServer.properties':
    "am.standalonesdp.enabled=true"

  4. Start the IT360 Server.

  5. Connect the following URL and configure external servicedesk details for the Applications Monitoring module:
    "<IT360Protocol>://<IT360Host>:<appmanager module webserver  port>/extDeviceAction.do?method=editExtDevices&prodName=ServiceDesk"

  6. Now, navigate to: 'Admin -> Servers & Applications -> Actions -> Create a new Ticket', to log the tickets in external servicedesk plus.

Enterprise Edition:

  1. Follow the steps 1-5 under Professional Edition.

  2. Now, navigate to: 'Admin -> Actions -> Create a new Ticket', to log the tickets in external servicedesk plus.

Note: In the case of Enterprise edition, you can log tickets, only from the 'Central'.

MSP Edition:

  1. Follow the steps 1-5 under Professional Edition.

  2. Now, navigate to: 'Admin -> Actions -> Add New (Under 'Log a Ticket(s)'), to log the tickets in external servicedesk plus.

Note: In the case of MSP edition, you can log tickets, only from the 'Central'.

[Questions]

2. How to log tickets in external  ServiceDesk Plus, from 'Network Monitoring' module of all the 3 editions (Professional, Enterprise and MSP)?

You can log tickets in External ServiceDesk Plus, from the Network monitoring module of Professional Edition only. Please follow the below steps for the same:

  1. Create a Technician, with 'SDAdmin' privilege in the external servicedesk plus. Use this created user information, while configuring the external servicedesk details.

  2. Stop IT360 Server.

  3. Set the following property as True in '<IT360Home>/networks/conf/serverparameters.conf':
    "STANDALONE_SDP_ENABLED true"

  4. Start IT360 Server.

  5. Connect the following URL and configure external servicedesk details for theNetwork monitoring module:.
    "<IT360Protocol>://<IT360Host>:<network module webserver port>/admin/SetupSDesk.do?selectedNode=ServiceDeskPlus&selectedTab=admin&selectedNode=ServiceDeskPlus&viewId=ServiceDeskPlus&displayName=Add-On/Products Settings"

  6. Now, navigate to: 'Admin -> Networks -> Notification Profiles -> Add New (Under 'Log a Ticket')', to log the tickets in external servicedesk plus.

[Questions]

Configuration Changes

1. Am I allowed to change the directory monitor`s calibration?

Yes, you have the choice of modifying the directory monitor`s calibration. Please follow the below steps, for the same;

  1. Open the file 'AMServer.properties', under the directory '/IT360-Home/applications/conf'.

  2. Search for 'am.dirsize.unit', and make the desired changes in the unit (e.g. from MB to KB).

  3. Now, restart the application.

[Questions]

Reports

1. How do I generate reports based on Operational Hours?

For Applications Module reports: You need to create a Business Hours template and then in the Report Screen you can choose that particular Business Hour option. For details on creating Business Hours, please refer to the following link: http://www.manageengine.com/it360/help/meitms/applications/help/administrative-operation/business-hours.html

For Network Module Reports: Go to <IT360-Home>/networks/conf. In the ReportConfig file, enter the appropriate Business Hours. For instance, suppose you want to set 8AM to 6PM as the Business Hours, enter the values as given below:

<TimeWindow Name="8:00 AM - 6:00 PM" Value="8-18"/>

[Questions]

User Management

1. I have users from other domains which I cannot connect to at the moment. How do I include such users into IT360?

The Users can be added manually and given a Local Authentication access.

[Questions]

Add-ons and Plug-ins

1. How to enable SSL mode in Configuration Management plug-in of IT360?

Click here for the detailed steps.

[Questions]



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