Automation within the Service Desk

Following on from our successful Community Forums, quite a lot of our partners were asking about populating information into the service desk Incident

I will be updating this Forum on a regular basis .. please feel free to post questions

As per the Sydney Community Forum, Simon, one of our long standing partners had the idea of creating a Service Desk Community Group, which we think is a great idea!

I have posted a few sub-procedures, monitor sets that correspond to this process

There will be many more to follow

Thanks

Danny Jerman

Realized that i cannot post files into this post

Please go to the files tab above and locate both the

1. Service Desk - Collect CPU RAM DISK

2. Procedure Diagnostics Executed - Add results to notes - 8 - Graph CPU Memory Disk

3. Procedure Add Performance to Incident

And the attached word document Service Desk Performance Monitoring

Danny,

Have been searcing for these files, I can not locate them, can you provide a direct link.

Thanks

Peter

Hello Danny,

where can we find these files?

Thanks

Frank

I with the fellas above.. Where would we find these files. Also where can we find the webinar video that showed an in depth view of service desk and how to do things. Im pretty sure it was aired on the 8th of Aug 2012.

Thanks,

Ben

Hi,

I ended up finding the sub procedures and monitor set. I have the '7 - Disk Drive Graph' procedure running perfectly. This one is great. However the '8 - Graph CPU Memory Disk' procedure does not complete. It seems to be failing on a step which does...

EXEC queryMonitorCounterLog '[=daytime=]', 86400, [$AgentGuid$],[=processorid=],15668885,'ksdtmptableprocessor[=randomnum=]'

Is there something I should be doing before this proceudure to make this step work?

Thanks,

Ben

Bump...

Hi Ben

I might need to re-post all these files as a zip file to make it easier. Have you applied the Service Desk Monitor Set i posted

Service Desk - Collect CPU RAM DISK - this needs to be applied to all machines you want the Performance Graphic represented in the Incident, I trigger the sub-procedure as a stage Indentify within the desk when a ticket is created

IF Summary Contains

Monitoring generated Counter ALARM

IF Description Contains

Monitor Set: ServiceDesk_Workstation Machine Health

IF Description Contains

Monitor Set: ServiceDesk_Server Machine Health

These are my standard performance monitoring sets applied to workstations and servers

Apart from triggering procedures to snapshot processes running on the affected endpoint it tiggers the sub-procedure to retrieve the results from CPU, Memory & Disk

The Sub-procedure you mentioned could also be amended to represent the exact fields within the DB instead of using my generic Service Desk - Collect CPU RAM DISK

Thanks

Danny

Yes I have downloaded and played with pretty much every procedure you have put up.

I do have the procedure being triggered appropiately, its just that it fails at that step which I have mentioned above.

I will look into changing variables to read from the DB however I done really understand what you mean by this?

Finally, could you please upload and point me in the direction of your latest technical dive into service desk video. I am pretty sure it aired on the 8th of Aug. This has been the most beneficial video yet and I would love access to it so I can go over things again.

Thanks,

Ben

Does anyone else know how to retest an alarm condition?

Here is one example where my SD tests for the conditon of a low disk space after remediation. This example is at the end of the automation stages .. if still in low disk space the incident is moved to my stage 4 diagnostics where i return the largest files and most recently changed files

Just finding out whether i can post that XML file here or over under files

Thanks

Danny

Guys i am going to set up a drop box account and post the files relevant in their for you to grab

I can't post files in these blogs

So i will clearly label the drop box folders so we can tie in the blogs to the files

Thanks

Danny

Pls send me an email and i will invite to drop box etc

danny.jerman@kaseya.com