ConnectWise Ticket Assistant

Hi Pete,

The MYSQL database is backed up and that's how the tables were restored. MYSQL allows you to restore on a per table basis. It isnt' clear what caused it other than the most recent change was to update Screen Connect to enable remote session printing. With regards to IOPS, the consensus was this isn't a metric to be concerned about but rather that Labtech is a top heavy application and doesn't run efficiently. IOPS isn't something which requires that we adopt a new monitoring policy.

We have not been able to duplicate Control problems consistently other than we know the OR staff seems to have this issue.
Some room for improving the performance of the system remains.

This really brings up another issue with regards to Change management. When we are making changes to the system the changes need to be coordinated and approved. I think you did a pretty good job of notifying staff via Glip.
As for external clients, i would be the best person to be sending out those notifications as my focus would be working with the various parties to get the system stable. .I would suggest you could delegate that responsibility to someone on your team or we work with dispatch.

Thank you,

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
From: Pete Heinlein
Sent: Monday, May 13, 2019 3:19 PM
To: LabTech Expert; Bob Satyal; Becky Mack; Kari Lidstone; Matt Cavanaugh
Cc: James Deck; Steve Heimel; Heidi Williams
Subject: Automate Monitoring

\[INTERNAL\]

All,

As a follow up to last weeks Automate outage, I just have a few questions I want to verify:

\* It was discovered that the 'micrsosoftnoncompliantpatches' table was missing. Is this true? If so, what would cause this? I’m nervous about randomly dropping tables.

\* Do we monitor the Automate server\(s\)?

\* Do we monitor the disk IOPs on the VM Host?

\* Tim – is there anything else we should make sure we are monitoring?

\* Did we get alerted that the VM was maxing out on available IOPs or was hitting a bottleneck? Would we be alerted in a CW ticket?

\* We have noticed some lag with Control sessions, in our testing the endpoints and our workstations all seem to have plenty of bandwidth and no latency problems, but are wondering if this may be related.

\* Do we monitor the latency and bandwidth available or in use by the Automate/Control servers?

\* Do we get alerted when these go out of bounds?

\* How else can we best troubleshoot where the bottleneck is?

\* Since we now have customers that rely on Automate for remote access to their systems, we need to start alerting them to any outages or downtime as well. Bob, I can show you where to get a list from Automate.

\* What is the best way to alert internal staff? They seemed somewhat lost about not knowing that Automate was down and when it was back up again.

Thanks everyone for your insight!

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

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Correction, I would not be the best person to be sending out notifications to external clients.

Thanks, Bob