Hello @MCD_IT ,
Thank you for providing these details.
At the moment the “Remember me” option is designed to allow the browser to keep your credentials.
I understand. Thank you for your reply.
Hi All,
Not sure if its a problem or not but I have been getting automatic logged jobs from a monitoring policy that it set to collect critical events. When I look on the computers that are reporting issues they don’t have critical events that I can see, there are however a number of error events. It would be really handy if the logged job had the event ID in the job so I could track down what actually triggered the event, it would also be nice to have the asset name in the job summary rather then just the generic “RMM Generated Ticket” so I also know what computer its from when viewing the list of jobs
Thanks
Hello @dougaust ,
You can check the details about the event that triggered the alert by opening the ticket generated in Service Desk, information about the device are also included in the ticket - can you confirm that the ticket’s details are reporting a Critical event ? Also, please make sure you don’t have multiple conditions and that the alerts are not set to trigger if any of conditions are met.
If indeed the alert is triggered without having any critical events on the devices, please collect the administrative Events in Event Viewer on the machine that triggered the allert and send it , together with a screenshot with the ticket’s details created in Service Desk, at ITSMsupport@comodo.com.
I also understand that you would like to have the name of the device that triggered the alert included in the title of the ticket created in Service Desk - I have forwarded this as a feature request to the appropriate staff and we will reach back to you with updates as soon as possible.
I have checked the policy and its set to
Parameter: Level
Value is equal to: Critical Error
I am assuming that this should only trigger if an event in the log is classified as Critical?
and the main part of the support ticket is:
Data: Event Log Monitor : Condition: Event Level = Critical Error is occurred - Event is occurred.
(PS I had opened a separate ticket about the wording in the ticket but not sure when that was, also an event ID would be really handy here)
I don’t currently have access to the computer but I will double check the event logs later on today
Hello @dougaust ,
We are pleased to inform you that the implementation of the feature that you have requested (Include the device name in the SD name tickets generated RMM) is scheduled to be included in our upcoming release due on Q4 2016.
We appreciate your patience and your understanding in this matter!
ok so just checked one of the computers that RMM had created the critical event ticket for, I have checked the logs and filtered it by critical and each one shows 0, is there something specific that monitoring profile is looking for?
Hello,
The profile is checking for the location you mentioned, but there should be a list of the critical issues. Since this is not your case we will contact you via e-mail to troubleshoot this case.
Hello,
We will contact you via e-mail in order to further investigate the issues you are experiencing with ITSM.
We are sorry for any inconvenience created so far.
Thank you. I just checked and it looks like it is now online. Thank you for the support!
Hello,
Glad to hear that all is working fine at the moment. Please contact us again in case you experience other issues.
Hello @dougaust ,
Regarding the issue “Event monitor falsely detects critical events”: a fix will be deployed in the Q3 during the C1 major release from October 8.
Great, I thought I was going crazy because I couldn’t find them in the logs
Hello @dougaust ,
Regarding the problem that you have reported, we have been informed that the issue is now fixed. Please make sure that the agent is at the latest version (5.5.4327.61008) and let us know if the problem is fixed.
Hardware Monitor Tool problems on Lenovo 100-15IBD 80QQ
-
What you did:
In ITSM after I took over a device (Lenovo 100-15IBD 80QQ) and opened “Hardware Monitor Tool” at first reboot it hangs on BIOS. -
What actually happened or you actually saw:
The laptop remains in a boot loop, or in fact in an endless boot. -
What you expected to happen or see:
-
Whether you can make the problem happen again, and if so exact steps to make it happen:
I tried on a different Device, similar with the first one, and the bug reappeared. -
Any other information (eg your guess regarding the cause, with reasons):
It seems that the BIOS (Uefi) hangs and cannot pas to Windows the boot process.
If I tried to access the BIOS it doesn’t work - I pressed the combination key, but nothing happens. (I did several power off / power on cycles)
The only way I manage to solve it is by removing all the power of the Device. In this case, it is not an easy thing to do because this particular laptop doesn’t have a removable battery. I had to unscrew the keyboard to reach the cable from the battery to the motherboard and unplugged it.
After I done this the device was ok.
But this was a very unpleasant moment for the customer.
If you need any other information please let me know.
Thank you,
Hello @CristiM ,
We have contacted you by email and requested additional information on the case.
I will do some checking when I get home but I had 2 computers report critical events again, I have set up on the monitoring profile as a remediation script to pull the last 10 critical events from the log and both those didn’t have anything in them, I will physically check the computers later on in the day
ok just checked one of the computers and there are no critical events in any of the logs
Hello,
We will contact you via e-mail in order to further investigate why you are getting false reports about critical events.
Deleted all tickets at SD, but at C1 dashboard witget all tickets remains