ConnectWise Ticket Assistant

Hi Pete,

I've attached a document with a few of the items the guys added a while back. Some of these might already have been addressed. If not, additional items to discuss.

Thank you,

Matt

Matt Cavanaugh | Technical Services Supervisor
Want to talk? Call: 763-307-9093

\[Banner\]<https://www.medtechsolutions.com/>
Love the service we provide? Refer a friend!<https://www.medtechsolutions.com/about-us/refer-a-colleague-or-friend>

From: Pete Heinlein
Sent: Sunday, March 31, 2019 6:29 PM
To: Tim Scheuing <[email protected]>
Cc: Bob Satyal <[email protected]>; Matt Cavanaugh <[email protected]>; James Deck <[email protected]>; Steve Heimel <[email protected]>
Subject: NOC Alerts

Tim,

We want to reduce some of the noise that Automate is generating. I know it's up to us to make the final decision but do you have any best practices or alerts you usually silence for other clients? I gathered up some of the alerts we have seen fairly often that I'd like to discuss with you first and then get together with the rest of MTS for some decision making.

We received over 150 of these alerts last week and I think with some suspending and a more surgical strike we can make this process better and have less tickets for techs to step over.

In the spreadsheet there is a column for Help Desk to perform some sort of work, questions or actions for Automate, and a column for Service Manager \(Bob, Matt, and myself\) to discuss.

Tim, can we meet on Thursday this week \(Bob and Matt invited but not required\) then I can report back to the team with what we have found to quiet the noise and surface the actionable alerts?

Bob and Matt, we need to be thinking about who is going to be monitoring and ultimately responsible for the NOC board. This person likely needs to transcend Valencia, Oregon, and Minnesota divisions and be the centralized authority for server health, alerts, and tuning. This person may very well take on PRTG monitoring and potentially bringing Cloud Server Monitoring into the same board, whatever RMM they are using or part of Azure using native alerting.

Pete Heinlein | Regional Technical Services Manager
Want to talk? Call: 503-873-0188

\[http://www.medtechsolutions.com/wp-content/uploads/2018/06/MTS\_hires\_Logo\_3.png\]<https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.medtechsolutions.com&data=02%7C01%7Cmcavanaugh%40medtechsolutions.com%7C0f0dc7de4ce541f43f5908d6b63096ac%7C3582472fc2e143cfb01237d639f7c3da%7C0%7C0%7C636896718233567809&sdata=MQDFEfZJfxkrpvwkfxQagSMgK1wRCkWpzMc5JpHw73M%3D&reserved=0>

Love the service we provide? Refer a friend!<https://nam05.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.medtechsolutions.com%2Fabout-us%2Frefer-a-colleague-or-friend&data=02%7C01%7Cmcavanaugh%40medtechsolutions.com%7C0f0dc7de4ce541f43f5908d6b63096ac%7C3582472fc2e143cfb01237d639f7c3da%7C0%7C0%7C636896718233577818&sdata=8CpQKiATdd03txaEeV2PYSpfnx%2Fe02z3c66fbaSoeLk%3D&reserved=0>

IMPORTANT NOTICE: This e-mail message is intended to be received only by persons entitled to receive the confidential information it may contain. E-mail messages to clients of MTS may contain information that is confidential and legally privileged. Please do not read, copy, forward, or store this message unless you are an intended recipient of it. If you have received this message in error, please forward it to the sender and delete it completely from your computer system.