Frequently asked questions

The discovered device status is marked as 'Unknown' in the following conditions:

• The credentials are invalid.
• A matching device template is not found (You can create a custom template or import custom-templates from third party website or forums).

The device status is classified as 'Not Monitored' when:

• The credentials are invalid or outdated.
• The device is not pingable from OpManager server.
• The device has been unmanaged by the network administrator.

Interfaces not being rediscovered could be due to:

• Interface discovery not enabled in the discovery profile
• SNMP credential failure
• SNMP timeout due to large number of interfaces

OpManager will add new devices automatically in the following scenarios:

• Scheduled discovery (scheduled by the admin/operator).
• Auto VM discovery is enabled.
• Devices discovered via SNMP traps (Settings > Discover Settings > discover devices via trap).

Reason: OpManager archives and maintains data from different performance tables regularly. Likewise, the data collected at that very instance is stored in the Statsdata table. This is known as raw or current data. This table is created every 24 hours, which means the backup of the previous day's data is carried out at the end of the day. So, when the custom time period mentioned is less than a day, OpManager will not have any data to display.

Solution: Since the backup takes place between 23.55 hrs to 23.58 hrs every day, specifying the duration from that day's midnight to the next day's midnight will fetch the necessary information.To know more about generic data archiving behaviour in OpManager, visit this page.

In the device snap shot page, the criteria for Notification Profiles will only be listed based on the device type and applications installed in the device.

Example: MSSQL related threshold criteria will only be available in the Notification Profile section of the device snap shot page if MSSQL is installed in the device.

• In ESX-based monitoring, only a particular host and its corresponding VMs will be discovered during the discovery process. In vCenter-based monitoring, all the hosts under the vCenter along with their VMs will be discovered.
• ESX-based monitoring does not capture vMotion (migration of a VM from one host to another), while it is captured in vCenter monitoring.
• In vCenter-based monitoring, OpManager will also fetch Datacenter and Cluster details. This does not happen in ESX based monitoring.

If a VM is listed as "Not monitored" under OpManager, these might be the possible reasons:

1. The VM was not selected for monitoring during discovery: If the VM was not selected during the discovery of the host/vCenter/Cluster, the corresponding VM will not be monitored. You can easily start monitoring it by navigating to the host/vCenter/Cluster page in OpManager, and clicking the green "Start monitoring" icon next to the unmonitored VM.

2. VM not reachable from OpManager: Sometimes, even if all the details are available, the VM won't be reachable from the OpManager server. This mostly happens because the corresponding VM is in a "powered off" state, or maybe because the VM is in a different network, which the OpManager server is not able to access.

3.Wrong device name details/no IP available:

• When discovering a VMware device, OpManager will initially try to fetch the DNS name and IP address from the vCenter and reach the device via either of these (depending on the option selected in the Poll Using setting).
• If both of these details are not available in the vCenter, OpManager will finally try to discover the device using the VMs entity name. If the entity name is not resolved to any IP, the VM will then remain in an unmonitored state.
• When the VM is discovered using the device name, there will be issues with monitoring the VM when the device name is not resolved to a valid and reachable IP address.
• To avoid this, you can try and discover VMs with their IP addresses. In the case of VMware, installing VMware tools will help sync all necessary device details from the VM with OpManager.

Sometimes, during vCenter discovery, some of the VMs present in it won't be monitored automatically. This happens due to a couple of reasons:

• If the VM(s) is/are being monitored already in OpManager, it won't be discovered under the newly added vCenter.
• The hostname of the VM(s) provided by the vCenter does not return a valid IP address or DNS name.

In this case, you'll have to enable the unmonitored VMs manually. Here's how you can do it:

• Go to the vCenter's Device Snapshot page and click on the Virtual Machines tab.
• Now you can see the list of VMs available under that vCenter. Unmonitored VMs will have the green "Start monitoring" icon next to them under the Monitoring column.
• Click on the Start Monitoring button for the VM you wish to monitor, provide the IP address/DNS name details, select the applicable Credential profiles and click Discover to start monitoring it.

Yes, it is possible. To start monitoring it:

• Go to Virtualization → VMware and in the filters available on the left pane, select 'Datastores'. Select any datastore from the list, and click on the 'Monitors' tab of the Datastore Snapshot to view existing monitors and add new ones.
• You can also go the Device Snapshot page of the corresponding Host/vCenter, select the 'Datastores' tab, tap on any Datastore to open its Snapshot page, and click on the 'Monitors' tab to add, associate or remove monitors.

Yes, you can monitor the hardware of Hyper-V host devices. OpManager currently supports hardware monitoring for many vendors such as Cisco, HP, Dell and Juniper. To know more on the prerequisites for hardware monitoring, you can visit OpManager's help documentation on hardware monitoring.

If the values for Hyper-V VM memory utilization are being displayed wrongly, it might be due to dynamic memory allocation not enabled in your HyperV host. Try enabling the "Dynamic Memory Allocation" for the VM which is displaying the wrong Memory Utilization values. (Note: This issue was only observed in older versions of Windows Server OS, mostly until 2008 R2).

This option allows you to choose if OpManager should automatically discover any new VMs that are created in a Xen environment in your network.

OpManager monitors the status of UCS hardware components such as Fan modules, Ethernet ports, IO Modules, FEX and Adaptor units. Other detailed information such as Relationship charts between UCS components and all the available information about the chassis are also stored by OpManager.

Yes, the severity level for VMware Events can be changed in two places.

Device specific:

• Go to the Device Snapshot page of any vCenter, select 'More Options' and click 'VMware events'.
• Click on the Edit icon next to the event that you want to modify, change the severity and click 'Submit'.

Global:

• Go to Settings → Monitoring → VMware Events and click 'Edit' next to any VMware Event.
• Change the severity to the desired value, and click 'Submit'. Note that this change will be reflected only when this VMware Event is associated to new devices.
• To change the severity of this event in existing devices, you can either re-associate the modified events to the necessary devices, or go to the Device Snapshot page and follow the device-specific steps mentioned above.

To disable VMware Event-related alerts, go to the vCenter's device snapshot page, click More Options and select the VMware events tab. Click the Bin icon next to the event you wish to delete.

You can create a Workflow to automate powering on/off the VMware VMs. To create one, go to Workflow → New Workflow and click on 'VMware' in the left pane. It contains all VMware related actions you can perform, including Power On/Power Off VMs. Drag and drop the relevant actions to create a workflow of your choice.

During discovery of any virtual server, you can select suitable SNMP/WMI/CLI credentials for the VMs hosted under it to fetch for proper device type. This is applicable for all virtual server types (VMware/HyperV/Xen/Nutanix).

In case you did not do this during discovery, you can go to Settings → Network Discovery, click on the Rediscovery tab and select the VMs and their suitable credential profiles to rediscover them and assign proper device types.

OpManager supports Integer, Decimal and String datatypes for Performance Monitors.

Yes, thresholds for multiple instances from same device/instances from multiple devices can be configured simultaneously using Quick Configuration Wizard (QCW).

To do this:

• Go to Settings → Configuration → Quick Configuration Wizard. The QCW allows you to change the configuration such as Device Templates, Managing/Unmanaging devices or associating credentials/monitors to multiple devices at once.
• Select 'Thresholds', and select the 'Performance Monitors' tab.
• Under this tab, make sure that the 'Partition Details' option is selected under Monitors Type. Select the applicable options for 'Protocol', 'Category' and 'Filter by', and click 'Next'.
• In this page, all the Partition Details monitors that match the provided criteria (Protocol, Category, Filter By) are displayed, and you can select the instances for which you want to apply the new thresholds. Select it and click 'Configure' on the top right corner.
• In the following screen, provide the new thresholds for the different alarm statuses, and click 'Apply & Overwrite' to instantly modify the threshold values in the selected instances.

OpManager supports counters from all the sub-classes that are present under the abstract base class 'Win32_PerfRawData'.

To disable alerts for Application Monitors, go to Settings → Monitoring → Application Monitors, and remove the value under 'Thresholds' for the monitors that you no longer wish to receive alerts. Once you're done, click 'Save Configuration' to save it.

If you wish to apply these settings right away to some applications, click 'Apply Configuration' and select the devices of your choice.

If you want to perform thorough monitoring of your device(s), you can easily do so when you have full access privileges (Admin user).

If you have restricted access and you still want to be able to monitor all aspects of your WMI-based device(s), click here to know more on how to configure WMI access for non-admin users.

The latest version of OpManager supports NTLM v1 and v1.1. NTLM v2 is NOT supported..

OpManager supports monitoring of URLs with TLS versions 1.0, 1.1 or 1.2.

OpManager uses URL templates to associate URL monitors to several devices at once. They are also used to associate URL monitors to devices during discovery itself, using Discovery Rule Engine. With URL templates, you can also use wildcards like $DEVICENAME$ and $IPADDRESS$ in the URL field to customise the monitor for every device.

The following vendors are supported for hardware monitoring in OpManager:

• Cisco devices that support BOTH these MIBs: Cisco-envmon-mib, ENTITY-MIB
• Cisco Nexus devices that run on CISCO-ENTITY-FRU-CONTROL-MIB
• Checkpoint devices that run on CHECKPOINT-MIB
• Juniper devices that run on JUNIPER-MIB
• HP servers that support ALL of these MIBs: CPQHOST-Mib, CPQHLTH-Mib, CPQSINFO-Mib
• Dell servers that support ALL of these MIBs: DELL-RAC-MIB, StorageManagement-MIB, MIB-Dell-10892
• HUAWEI Switches that support the following MIB: HUAWEI-ENTITY-EXTENT-MIB
• PALO ALTO firelwalls that support the following MIBs: ENTITY-MIB, ENTITY-SENSOR-MIB​

Check out our help documentation on prerequisites for hardware monitoring to know more on this topic.

OpManager supports the following scripting languages in its Script Templates:

• Powershell
• Linux shell script
• VBScript
• Perl
• Python

You can simply pass arguments to the script from the Command Line input as in any command, but it is mandatory that you declare the value for the arguments in the body of the script.

For example, when passing arguments to a Shell script, the command line would look like this:

• cscript ${FileName}.sh a b c d e

where a, b, c, d and e are arguments used in the script body.

You can manually check if your script has been written properly. To do so:

• Copy the script body in a file.
• Save it with a suitable name. Also, decide the location in which the file will be saved, depending on where you are going to execute it.
  • To execute from the local server, save the file in the same device where OpManager is installed.
  • To execute it remotely, save it in the corresponding remote machine, in the path specified in the 'Execution Directory' field.
• To execute the script, open Command Prompt, type the value in the 'Command Line' field and replace the placeholders with proper value.
• Now execute it and get the output. If it displays any error, the custom script itself contains some issue. Try to find and rectify it, and then try the 'Test Script' command again after updating the content in the 'Script Body' field.

Yes, you can choose which files you want to monitor in a folder. In the 'Add' option in Folder monitors, under Monitoring section, you have an option called 'All files'. You can enable this option if you want to monitor all files in the specified folder. If not, you can unselect it and provide the criteria for the files that you want to monitor (criteria can be filename or extension).

Yes, you can also monitor subfolders in any folder. In the Add Folder monitoring template window, you can just enable the 'Monitor Subfolders' option to start monitoring subfolders in the given path.

OpManager supports monitoring log files of all formats, provided the user under whom the agent is installed in the device has Read permissions for the file to be monitored.

No, any changes to the OpManager server's IP Address will be automatically communicated to the agents on next restart of OpManager.

Updates for the agent file are bundled along with the OpManager installation file during every release. If there is an update available for the agent, OpManager automatically installs it for you. You need not manually update the agent files in your network devices.

No, any port changes done from the UI will automatically be communicated to the agents and need not be manually updated.

Depending on the functionality/mode of the agent, there are three types of agents in OpManager:

1. Idle agent - Agent that has been installed in a device but has not been mapped to any device. This can happen if the device is already being monitored in agentless mode or if mapping hasn’t been completed. These agents can be activated for monitoring by mapping them to the relevant devices.
2. Monitoring agent - This is the type of agent that is used for agent-based performance monitoring. This means the agent has been installed and properly mapped to a device, and that agent-based monitoring is active.
3. Log file agent - This means the agent installed in the device is only being used for log file monitoring purposes, and NOT for regular performance monitoring.

Yes, it is possible to monitor custom Eventlogs.

• If you wish to monitor custom Eventlogs, you can do so by clicking 'Add' from Settings → Monitoring → Event Logs.
• If you wish to monitor event logs for custom Eventlog files, it is necessary to add the file in OpManager first (using 'Add Custom EventLog rule') and then proceed with the process above to create a new rule.

In ManageEngine OpManager, Event Log monitoring relies on periodic polling. If a device restarts during this polling interval, logs generated at that time may not be collected. This can occur during both planned and unexpected restarts. To minimize the chances of missing such events, consider configuring longer polling intervals

It is not possible to change the severity for process-related alerts. By default, OpManager raises the alerts from Process Monitors as follows:

• Process down: Trouble
• Threshold violation: Attention

When adding a custom SNMP monitor, if you know the OIDs that you are going to use, you can directly provide them in the "Choose SNMP OID" field. But if you are not sure of the OIDs, you can use the built-in MIB browser in OpManager to select your OIDs by using the "Choose OID" button.

• To access the MIB browser, first click Choose OID.
• In the drop-down menu provided on the top-left corner of the OID browser, you can select the MIB file from which you want to select the SNMP OID. You can find a list of default/supported MIBs included in this drop-down.
• If you do not find a suitable MIB, you can also upload a MIB provided by your vendor using the Upload MIB option. Click Upload MIB to browse your files, select the suitable vendor-provided MIB file and click Upload.

Note: Please upload MIBs with RFC2578 MIB Standard to avoid parsing errors.

• You can search for the Object Identifier/Name directly using the OID Browser (Example: .1.3.6.1.2.1.1.3/sysUpTime). You can also browse and select the required OID directly from the MIB tree.
• Once you have selected an OID from the MIB tree, you will be able to view the OID, its Syntax and Description. You can now test the OID to check if the output is desirable by clicking Test OID. This option allows you to review an OID's output, even before adding it to the expression.

After all these steps are done, you can click on Choose OID in the same window to insert the selected OID into the Choose SNMP OID field.

URL Monitors with TLS 1.1 or TLS 1.2 and DH Key > 1024 bits: OpManager supports URL monitors with TLS version 1.1 or 1.2 and DH key > 1024 bits. Please upgrade JRE version.

NTLM Authentication Support: The current version of OpManager supports NTLM version 1.0 and 1.1. NTLM V2 is not supported by OpManager.

Kerberos Authentication Support: Kerberos Authentication is not supported by OpManager.

TLS Support: OpManager supports monitoring only for TLS version 1.0, 1.1 and 1.2.

URL Redirection Support:

In case of redirected URLs, kindly monitor the final URL to which the source URL is redirected to.

To stop status polling of all the devices belonging to a category, go to Quick Configuration Wizard > Monitoring Interval and uncheck all the devices categories that you wish to stop status polling.

To stop status polling of random devices in bulk: Go to Inventory, select multiple devices and choose the 3 dots near the generate report icon. Choose Monitoring Interval > Status polling toggle switch and set it to disable.

In OpManager, the IP SLA operations are supported only for Cisco devices using the IP SLA technology. OpManager supports,

• ICMP Echo operation (for WAN RTT Monitor)
• ICMP Path Echo operation (used for Trace Route)
• UDP Jitter operation (for VoIP Monitor)
• Video operation (for Video monitors)

In IP SLA monitors, any intervention in data collection is caused due to four primary reasons.

• Possibility of configuring the wrong SNMP credentials.
• Incorrect configuration of the source device.
• Intermitent data collection in OpManager due to scalability.
• Communication error between the source and destination devices.

When an IP SLA monitor is configured in OpManager, the following changes are observed

• The running configuration will be updated with the new monitor configuration.
• Usage of the system resource will increase as the IP SLA monitor at the source consumes a small amount of memory and CPU. Generally, 3-12 KB of memory usage and 1-8% of CPU usage is observed.

• sh ip sla application : Shows all types of operations supported
• sh ip sla statistics: Shows complete statistics related to the monitor.
• sh ip sla configuration: Shows configuration related to the monitor.
• sh ip interface brief : To know the IP address that is being used in the monitor configuration.

OpManager has an intuitive GUI to configure an IP SLA Monitor using SNMP credentials. The prerequisites for an IP SLA Monitor Configuration are :

• Source device should be a Cisco device with IP SLA agent running.
• The device should be configured with the correct SNMP credentials with RW community.

The SNMP set operation is done at the device side. This configuration is then applied and saved in the running configuration. Write to memory should be done by the network admin to save the configuration permanently.

OpManager currently supports the following vendor-protocol combinations for IPMI monitoring:

• Dell - SNMP and API
• HP - API
• IBM - SNMP
• SuperMicro- API
• Huawei - SNMP and API
• H3C - SNMP

When adding a custom SNMP monitor, if you know the OIDs that you are going to use, you can directly provide them in the "Choose SNMP OID" field. But if you are not sure of the OIDs, you can use the built-in MIB browser in OpManager to select your OIDs by using the "Choose OID" button.

• To access the MIB browser, first click Choose OID.
• In the drop-down menu provided on the top-left corner of the OID browser, you can select the MIB file from which you want to select the SNMP OID. You can find a list of default/supported MIBs included in this drop-down.
• If you do not find a suitable MIB, you can also upload a MIB provided by your vendor using the Upload MIB option. Click Upload MIB to browse your files, select the suitable vendor-provided MIB file and click Upload.

Note: Please upload MIBs with RFC2578 MIB Standard to avoid parsing errors.

• You can search for the Object Identifier/Name directly using the OID Browser (Example: .1.3.6.1.2.1.1.3/sysUpTime). You can also browse and select the required OID directly from the MIB tree.
• Once you have selected an OID from the MIB tree, you will be able to view the OID, its Syntax and Description. You can now test the OID to check if the output is desirable by clicking Test OID. This option allows you to review an OID's output, even before adding it to the expression.

After all these steps are done, you can click on Choose OID in the same window to insert the selected OID into the Choose SNMP OID field.

The error message is displayed if any anomalies are detected within the detailed statistics or historical statistics data tables. These discrepancies may arise due to issues such as errors in table creation, table switching problems, or incorrect data insertion. If the issue occurs, users might encounter difficulties in viewing graphs while using filters, and generating reports. Kindly contact our support team with the SIF in such a scenario.

To verify if BCP is functioning correctly:

1. Open Command Prompt.
2. Navigate to the bin directory of your OpManager installation (e.g., C:\Program Files\ManageEngine\OpManager\bin).
3. Run the following command: bcp -v
4. Press Enter.

If BCP is installed and working properly, the command will return the version details.

OpManager supports automatic monitoring of Meraki MT sensors, and via REST API, it supports memory utilization for all Meraki devices, CPU utilization for Meraki wireless devices (MR), and sysuptime for Meraki switches (MS).

To Sync your Device Template with OpManager’s shared Device Template repository, follow the below steps:

• Make sure your OpManager server is connected to an active internet connection and ensure OpManager’s shared device template repository URL is reachable from your OpManager Server.
• If you have enabled a Proxy Server, this information needs to be updated in OpManager to perform the sync operation. To update proxy information, go to Settings > General Settings > Proxy Server Settings and enter the corresponding information.

Users can download device templates from this page, or obtain it from OpManager support team in an XML format, and import them into OpManager by following the steps mentioned here.

If you are not receiving alerts for hardware monitors on some storage devices, follow these steps to verify and configure the necessary monitors:

• Navigate to Settings > Configuration > Device Templates.
• Use the search bar to locate the template for your storage device.
• Open the template and go to the Monitors tab. Check if any hardware status monitors are already associated. For example, Storage Chassis Status Monitor, Storage Pool Status Monitor, DISK Status Monitor, etc.
• If no status monitors are present, click Add.
• Once the monitors have been added, click the Edit Threshold option to set threholds and receive alerts.
• Click Save and Associate to apply the changes to all the devices associated with the device template.
• Please note that the edited thresholds will overwrite the previous configurations. To set thresholds for individual devices, you can go to the device’s snapshot page.
• Click here to Learn more.

• Go to Settings > Monitoring > SNMP Trap processors.
• Click the 'Load from MIBs' button and select the relevant MIB.
• Select the trap processors that you want to enable, and click 'Save' to apply the changes.
• If you wish to add additional mibs from vendors, you can place those mibs under/mibs.

• Go to the directory where OpManager was installed and navigate to OpManager/Bin/MibBrowser.
• In the MiBBrowser, choose Trap viewer under View.
• Press Start to turn on the Trap viewer. All the traps entering OpManager will be displayed.

Go to Settings -> Tools -> Forward Trap. Click on Add Destination to add a destination host & port number to which the traps must be forwarded. Click on Start Forwarder to begin forwarding the traps to the desired host.

Please note that traps cannot be forwarded to selective destinations.

To change the SNMP trap port follow these steps:

• Navigate to Monitoring-->SNMP Trap Processors
• Click Trap Settings, change the Trap Port and Save.

Traps might not be received in OpManager because of connectivity or port availability issues. If you're not receiving any traps in OpManager, check the following:

• Check if the device that sends the trap is discovered and is not in 'unmanaged' state in OpManager.
• Check if the port specified for traps is not being blocked by your firewall.
• Try pinging the OpManager server from the concerned device to see if it's reachable.
• Also, check if the port assigned for receiving traps is available in OpManager and is not being used by any other processes.

Variables in OpManager are dynamic placeholders that let you include additional, real-time information in your alert messages. Depending on the type of notification, you can choose dynamic values for the subject, message, title, or argument variable fields. Click here to learn more about variables.

Traps received in OpManager can be viewed in real time using the Trap Viewer. The Trap Viewer can be accessed by the following ways:

1. Navigate to Alarms--> Trap Alarms and click on Trap Viewer icon on the right corner.
2. Navigate to Monitoring-->SNMP Trap Processors and click on Trap Viewer icon on the right corner.
3. Click on Tools --> Trap Viewer.

Syslog alarm wont be raised if:

1. The same syslog message is not generated for the number of consecutive times within the time interval as configured.

   Example: Consider the consecutive times to be '2' and the time interval to be 300 seconds. An alarm will be raised only if the syslog message is received twice within a time interval of 300 seconds.

2. The received syslog does not match the below conditions in the rule created:
   • Syslog Facility
   • Syslog Severity
   • Match Text
   • Host

It is possible to push events from Cisco UCS Manager to OpManager as alerts. This can be enabled using the "Fault Settings" option in the hamburger menu of the UCS Snapshot page. You can choose one of two modes to raise alerts:

1. By Query (Recommended option): Fetches events from the UCS Manager at a specific interval. Optimum interval is 300 seconds.
2. Management API: Enables a dedicated event listener for the UCS device in OpManager, raising alerts in real-time. (Note: This is a resource-intensive option)
3. Click on Tools --> Trap Viewer.

Troubleshootng and fault resolution is an important aspect of network monitoring that helps organizations maintain high availability for seamless business operations. RCA in OpManager provides a centralized platform to visualize, analyze and correlate IT monitoring data of your devices, interfaces and URLs to accelerate the process of troubleshooting and resolving issues. Learn more.

You have to create a group of interfaces and choose the appropriate group in RCA to troubleshoot issues in interfaces.

By default, only threshold enabled monitors and availability monitors are listed. If you want to list all the monitors, hover the cursor over the filter icon at the top and select 'Show all monitors'.

• You can use this feature to record your findings at any given point. For example, while analyzing the CPU Utilization graph, you see a sudden spike. At that instant, you can click and add your interpretation of the reason behind the sudden spike as a annotation note.
• Sometimes during your analysis, you might want to leave midway; at that point you can use the annotation feature and record your interpretations up to that point and save them. Once you come back, the annotation notes will help you to continue from where you left.
• You can also use this when multiple team members collaborate. For example, a network admin may open an RCA profile and begin the troubleshooting process. After completing the analysis, they can record their findings using annotations.. Later, a senior-level manager can read the annotation notes, understand the issue and make data-driven decisions for the network.

You need not purchase a separate license. RCA comes bundled with the product from OpManager version 125628 and higher.

By default, the performance on that day is represented in the graph. However, you can use the drop down on the top right corner to select a different time duration.

Yes. Please use the edit icon against the RCA Profile that you would like to open. Then, click on the 'Resolved status' button to switch to 'Reopen' and continue your analysis.

Please follow the steps below to update the receiver email address in a bulk manner for all the notifications profiles:

Go to Settings --> General Settings --> Privacy Settings --> PII Search --> Choose the search type as 'Email ID' --> Enter the old Email ID which you want to change --> It will list all the places where this Email ID is used --> Click on the three dots and enter the new Email ID and click on Update --> This will update the new Email ID in all the places where the old Email ID was used.

Recurring Trigger : This option helps you delay the trigger for the notification profile by sometime in order to provide a buffer time for the alarm to be cleared. If you do not want to trigger the notification profile after the alarm has been acknowledged, you can select the 'Do not trigger if alarm is acknowledged' checkbox.

Delayed Trigger : This option helps you re-trigger the notification profile at regular intervals, until the alarm is cleared. For instance, if you set trigger interval for 10 mins and restrict the number of triggers to 5 times, an alert will be notified every 10 mins, for 5 times or till the alarm is cleared (whichever is earliest). If the number of triggers is set to be empty, then an alert will be notified for given interval, till the alarm is cleared. If you do not want to trigger the notification profile repeatedly after the alarm has been acknowledged, you can select the 'Do not trigger if alarm is acknowledged' checkbox.

Email based SMSconverts Emails into SMS messages. For example, OpManager sends an email to your SMS service provider (xxxxxxxxxx@sms.serviceprovider.com). They will convert your Email alert into an SMS compatible format and will push the notification to your intended recipient. This is not the case with SMS as there is no conversion involved and the alert is directly pushed as a text message.

Note: To use these notification profiles, the Mail Server settings and the SMS server settings must be configured.

Workflow Variables are used to append dynamic values in a field of task. For e.g, let us consider a workflow variable $[DeviceName].

• When an alarm is triggered by the unavailability of a device, we can automate troubleshooting process with Ping Device command in workflow.
• Using the DeviceName (for e.g, Windows-7187), the action Ping Device can be automated for that particular device.
• On the other hand, by using the variable $[DeviceName], the same action can be automated for any device, as defined by the user.

• Alarm Trigger - Workflows are triggered based on generated alarms
• Schedule Trigger - Workflows are triggered on a specific time as defined by the user. To know more, click here.

Perform the following steps on your Linux machine:

• Open OpManager, click on the Workflow tab.
• Open the Workflow from the given list.
• Click on the Ping Task and on the edit icon.
• Update the packet size value to 56 bytes.
• Save the Workflow and execute it once again

You will have issues in configuring Google Maps due to the following reasons:

• Faulty internet connection
• Google's API key has expired/not enabled. To request a new API key click here

Enabling Uplink Dependency will stop the sibling devices from raising an alarm when the parent is down. This helps you avoid multiple device down alerts when the core/parent device is down. This can be performed from two places.

• When you are discovering Layer2 devices, enable the Set Uplink Dependency option that is present in Discovery > Layer2 Discovery.
• To set uplink dependency to devices that are already discovered and monitored by OpManager, go to Settings > Configuration > Quick Configuration Wizard > Device Dependencies and choose the parent device. Click Manually Group Devices and select the devices that are connected to the parent device and click Associate.

Live status of the device in layer 2 maps may not be visible due to the following reasons:

• The device that has been discovered in Layer 2 maps is not imported to OpManager.
• The device that is added to OpManager is not pingable/ is in unmanaged state.

Before checking the link connectivity status and traffic GUI in Business View, make sure:

• There is active signal transmission between the devices present in the Business View.
• There is an active physical connection between the devices that have been connected in the Business View using the connection link.

In Business View, click on the link connecting the various devices to know the connectivity status and traffic. To keep it simple, create a layer 2 map with your devices and then convert them to Business View, using the Save as Business View option in Layer2 Maps.

Calculating the speed of the interface link in OpManager's business view: The interface link's speed is the average of InSpeed and OutSpeed of the interface. i.e, Speed = (InSpeed + OutSpeed)/2

For Example: If InSpeed = 200 Mbps; OutSpeed = 300 Mbps. Then, Speed = (InSpeed + OutSpeed)/2 = (200 + 300)/2 = 500/2 = 250 Mbps.

To view the status of multiple site maps, a business view can be embedded within another business view using Shortcuts. To create a shortcut,

• Create a new Business view or open an existing one and click on Edit.
• Click on Add Shortcut icon on the toolbar, configure shortcut properties by assigning the Business view this shortcut icon should represent and click on Save.
• Clicking on this shortcut will open the Business view that it is linked to. You can create multiple shortcuts in a single Business view.

Connections between devices and shortcuts can be made by Links. To establish connection between devices/shortcuts, select a device and choose the Add Link icon from the toolbar.

An alternate option is to drag the link button present at the top right corner of the source device's icon and to drop it on the destination device's icon.

The absence of a map legend can be attributed to the following reasons:

• Absence of link connection
• Traffic inavailability
• Devices in business view are in unmanaged state

The Graph Display Settings page allows users to control the granularity of data used to populate performance graphs. Based on the selected time period, the closest matching data type—Detailed, Hourly, or Daily—is applied.

For example, consider that the following values have been configured in this page:

• Detailed statistics: 1 to 7 days
• Hourly statistics: 8 to 30 days
• Daily statistics: 31 to 365 days

Now when generating any graph, if the time period is less than or equal to 7 days, OpManager uses the data from the Detailed Statistics table to plot the graph. Similarly if the given report period is lesser than or equal to 30/365 days, the data is fetched from the Hourly/Daily Statistics table accordingly.

There are a few version-related restrictions when it comes to integrating ServiceDesk Plus On-Premise with OpManager. On a general note, it is HIGHLY RECOMMENDED for users with SDP version 11.3 and above to integrate it with OpManager version 125489 and above to ensure the integration runs smoothly and to avoid any sort of compatibility issues.

Click here to learn more about OpManager - ServiceDesk Plus Integration.

Administrator users in OpManager can control which channels from Slack should be listed under the Workflow/Notification Profile window.

• If you are an Administrator in OpManager, navigate to Settings → General Settings → Third-Party Integrations → Slack, click 'Configure Channels', select the channels you want to list and click Save. You can also access the Third-Party Integrations page by clicking on the Plug icon in the top-right corner of the web client.
• If you are an Operator, contact your admin to get the necessary channel listed.

This error occurs when certain fields are set as mandatory in SDP but are are not available in OpManager. To resolve this, mark the unavailable fields in SDP as non-mandatory by following the steps below.

• Navigate to SDP Cloud -> Admin (Gear icon) -> Templates & forms -> Incident Template -> Default Request.
• Check if the fields in error messages are marked as mandatory in default fields.
• If they are, kindly uncheck the mandatory field or provide the default value.

This error occurs when OpManager sends values for fields that do not exist in SDP. To resolve the issue, please follow the steps below.

• Navigate to SDP Cloud -> Admin (Gear icon) -> Templates & forms -> Incident Template -> Default Request.
• Check if the fields sent from OpManager (Category, Subcategory, Item, Priority, etc.) are present in the default request template. If the fields are not present, create those fields in the default request template (drag and drop).

This error typically occurs when the request type "Incident" is missing or not properly configured in SDP Cloud. To fix this:

• Go toSDP Cloud -> Admin (Gear icon) -> Templates & forms -> Incident Template -> Default Request.
• Check if "Incident" is listed under the "request_type" field.
• If the incident is missing, navigate to "Setup -> Customization -> Helpdesk -> Request Type" and check if the "Request Type not for further use" is enabled. If it is, disable the option and save.

While syncing information from OpManager to SDP, users have to make sure that no fields are marked mandatory under the Request closure rules. To do this, kindly carry out the following.

• Navigate to SDP Cloud -> Admin -> Closure Rules & check whether the ticket closing rules are disabled.
• If they are not disabled, then the fields mentioned in rules should be assigned for the incident before the close request call (clear alarm generates close request call from OPM) is sent from OpManager to SDP Cloud.

Note : "Notify when the alarm is cleared " criteria must be selected under the log a ticket notification profile, to close the requests from OpManager automatically.

When the severity of an existing alarm changes, OpManager promptly sends the updated information to ServiceDesk Plus. Based on the configured business rules, this update is added as a note to the corresponding ticket.

When an alarm is triggered in OpManager, its severity is reflected in the subject of the corresponding ticket created in ServiceDesk Plus. If the severity changes after the ticket is created, the update is added as a note to the ticket.

The updated status of an alarm will be reflected in the notes section of the corresponding ticket in ServiceDesk Plus. The status will be updated correctly only when the configured business rules are met. Please go through your business rules once and try again.

Users can select the custom fields while configuring their respective notification profile.

Users can reload the ticket to view the updated custom fields. Also, OpManager will update the custom fields once in every four hours.

OpManager supports all types of custom fields. Users can provide inputs in the form of drop-down boxes, or text fields(where users can provide inputs of any format like Boolean, date, etc.)

Follow the steps below to view the list of accounts shared from the Password Manager:

• In the Configure page of PAM360, locate the Actions button at the top-right corner.
• From the drop-down menu of the Actions button, select View Shared Resources. This will display the shared resources.
• Drill down into any of the devices to view the shared accounts.

Note: The PAM account name will not be displayed for the resource until it is used in OpManager.

1. Open Command Prompt as Administrator
2. Execute the following command to export the SSL certificate:

keytool -exportcert -keystore "<OpManager_Home>\conf\itom.keystore" -alias <alias_name> -file "<Destination_Directory>\public-key.cer"

• Replace <OpManager_Home> with your OpManager installation path.
• <alias_name> depends on your OpManager edition:
  • Central Server: centralssl
  • Probe Server: probessl
  • Other Editions: opmssl
• Replace with the path where you want the certificate saved.

(Note: This command requires the keytool utility, which is part of the Java Development Kit (JDK). Verify that keytool is installed and available on your system. You can check if keytool is available by typing keytool -help in the command prompt.)

• When prompted for the password, press Enter without typing anything.
• The certificate will be saved in the specified destination directory.

Important Terms:

• <OpManager_Home>: Path to your OpManager installation (e.g., C:\Program Files\OpManager).
• <alias_name>: The alias for the certificate:
  • Central Server: centralssl
  • Probe Server: probessl
  • Other Editions: opmssl
• <Destination_Directory>: Directory where the exported certificate will be saved.

No, OpManager will not sync account credentials when the Password Manager is disabled.

No. If a CI already exists in SDPOP and its name matches the Device Display Name in OpManager, the synchrnonization process will update the existing CI instead of creating a duplicate entry.

By default, OpManager identifies existing CIs in SDPOP using the device Display Name configured. If a matching CI Name is found in SDPOP, the CI is treated as an existing asset and is updated accordingly.

When a CI already exists in SDPOP, OPM updates the supported CI attributes as defined in the asset synchronization configuration. To see the complete list of attributed synchronized from OpManager to SDPOP, Click here

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The integration token is used to securely connect the Password Manager with OpManager. It’s important to store this token safely (e.g., in a vault) to ensure it is not exposed.

Note: Regenerating the PAM authentication token will invalidate the current token. After regeneration, you must manually update the new token in all integrated applications to prevent any API failures or disruptions in service.

Follow these steps to regenerate the integration token:

1. Go to Settings > Integrations. This will redirect you to the Integrations Summary page.
2. In the Password Manager category, locate the Generate Key / Regenerate Key option and click on it. The integration token will be regenerated.

The URL displaying 'Not Trusted' is a browser specific feature. The reasons for a URL not being trusted can be one or both of the following:

• You are using a Self-signed certificate (or) and internal organization CA issued certificate, which is not trusted by the browser, unless you manually import it into the browser's certificate store.
• You are accessing the product with a Hostname or IP that is not specified in the Certificate's Common Name or the Subject Alternate Name (SAN) fields.

To change the self-signed certificate after server migration:

1. Please go to OpManager\conf and check if there is a file named "ITOMSelfSigned.pfx". If so, please delete or move the file to a different location.
2. Now go to Settings -> General Settings -> Security Settings -> and click on "Create" under the "Self-Signed" option. This will create a new Self-Signed certificate with the new host name.

External files are files that originated from external sources. They may consist of unused files and backups. External files are not needed for the functioning of OpManager and since they might make your systems vulnerable, we have to look out for them always. If an external file is reported in scanning, kindly do the following:

• If the file is found in the table, please remove them at the earliest since they are not used in the latest version of OpManager. Please check if both the filename and file path match before proceeding with the operation.
• If the file source is unknown, kindly let our support team know about it at the earliest

You can use the Downtime Schedule feature and schedule the period for the planned activity, during which OpManager will not raise alarms for the selected devices. You can also use the alarm suppression feature to avoid raising alarms for a specified time interval.

Meeting the SLA requirements is crucial for businesses and missing a critical alert can lead to serious consequences. To avoid this, you can use the Alarm Escalation Rules and define rules to escalate an alarm if it is left unnoticed for a certain period of time. In this way, you can prevent missing crucial updates that occur due to human error.

OpManager's discovery process allows you to discover devices from a CSV file. You have to browse and upload the file from your local server and OpManager will directly pull the data of the devices for monitoring.

In any network, data is transmitted in the form of packets between a source and a destination. When packet loss occurs at any point along the network path, it can result in service inaccessibility or degraded performance. Identifying the root cause of such issues is often challenging, as performance degradation can stem from various sources — including problems within your local network, server outages at the service provider’s end, or issues with your Internet Service Provider (ISP). OpManager's Network Path Analysis helps simplify this process by allowing you to visualize the entire route from source to destination. It provides a hop-by-hop performance breakdown across the entire path, enabling you to pinpoint where exactly the issue originates. By simply entering the destination details, you gain complete visibility into the network path. You can easily identify the point of failure and take corrective actions quickly. Additionally, you can set threshold values for latency and packet loss, and OpManager will notify you the moment these thresholds are breached—ensuring proactive issue resolution.

To handle this you can use the custom dashboard feature along with the NOC view functionality available in OpManager. First, you can create multiple custom dashboards with each dashboard covering a particular set of selected widgets. Then, using the NOC view option ,you can get a CCTV view of your network. You can select the dashboards that you want to view and the NOC view will display the selected dashboards alternatively at regular intervals.