Kaseya Community

Agents (New / Old / Retired / Missing)

  • Hiya,

    Just wanted peoples thoughts on this one.

    We find that with clients managing the agents is quite tricky - when i say managing I mean.

    We may have a client who has say 10 agents - then they get new machines / or a machine dies or they take it home and don't tell us.

    On all our sites we have kaseya linked to login scripts so new machines automatically get it. So in this client we now have 12 agents listed for this client but 1 is old and has not checked in for ages and the other is now checking in but we don't know its now a home pc say.

    We are finding it a struggle to manage the active machines and to structure things so that new machines get billed correctly but also not to bill them for mistakes in kaseya.

    We find it especially tricky in larger clients where you have 70 / 100 machines and there is a lot of movement in machines and break downs and upgrades.

    How do other people / other companies approach this issue?

    Cheers in advance

    Michael

    Legacy Forum Name: Agents (New / Old / Retired / Missing),
    Legacy Posted By Username: mmartin
  • michael.martin@itfocus.ie
    Hiya,

    Just wanted peoples thoughts on this one.

    We find that with clients managing the agents is quite tricky - when i say managing I mean.

    We may have a client who has say 10 agents - then they get new machines / or a machine dies or they take it home and don't tell us.

    On all our sites we have kaseya linked to login scripts so new machines automatically get it. So in this client we now have 12 agents listed for this client but 1 is old and has not checked in for ages and the other is now checking in but we don't know its now a home pc say.

    We are finding it a struggle to manage the active machines and to structure things so that new machines get billed correctly but also not to bill them for mistakes in kaseya.

    We find it especially tricky in larger clients where you have 70 / 100 machines and there is a lot of movement in machines and break downs and upgrades.

    How do other people / other companies approach this issue?

    Cheers in advance

    Michael


    We just have a custom view that shows all agents that havent checked into the system in 90 days.

    Once a week we delete these agents without uninstalling and it cleans them out.

    If the agents are still out there, they'll autorecreate themselves in kaseya anyway

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: tbone2345
  • This can usually be solved from a process perspective. If the moves and repairs are performed by your staff, make sure that agent maintenance is part of their process. If they swap out a PC, it's their job to go and remove the agent.

    For moves/repairs that aren't done by your staff, you need to enforce this process with the customer. Our method is that we bill what's in Kaseya. If the customer removes a machine without telling us, in increases our overhead to track it down, remove it, place agents on the replacement, etc. Plus, the agent is taking up a license that we paid for. If a customer removes a PC and fails to tell us, they're going to see that PC on their invoice.

    An offline PC doesn't cost you much less than an online PC does during normal operations. Enforce policy - If it's in Kaseya, bill it. Of course, clean-up is always something you should consider... Certainly make sure that you don't have agents that haven't checked in for six months still kicking around. I would just suggest that you don't increase your management costs because a customer fails to be responsible.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: arobar
  • tbone - we'd considered that approach, but it causes a problem when a workstation uses KES or BU*DR - if you delete the agent account, the VSA can't figure out that the machine has those components loaded when it checks back in, so they stop being managed/manageable until you push a "reinstall" of both components if present. Plus, any other settings you've changed get reset to "default" settings.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Matthew Bartels