ServicePilot monitoring software installation


FAQ (en)




On-premise ServicePilot

There are two ways of deploying ServicePilot:

  • Software as a Service: ServicePilot Technologies manages the ServicePilot web interface that customers will connect to on the Internet. Only an Agent needs to be installed to send data to the ServicePilot Manager.
  • On-Premise: Customers install the ServicePilot software on premise.

This document applies to the on-premise installations of ServicePilot where a local administator will need to install, upgrade, backup and manage the ServicePilot server.

Install ServicePilot

ServicePilot Manager server system requirements

Before you download and install ServicePilot, check that your system meets some basic requirements.

Please ask ServicePilot Technologies for more details if your monitoring requirements are known.

The following are minimum requirements for a basic monitoring system. More powerful hardware or virtual machines will be required depending on the amount of data to collect and the concurrent usage expected.

  • 8 core CPU
  • 16GB RAM
  • High performance hard disk with enough space to store ServicePilot data - 250GB
  • 64-bit Windows server
  • .NET framework >= 4.5.1
  • AdoptOpenJDK built 64-bit OpenJDK 11 HotSpot JRE

Install ServicePilot

For installations of ServicePilot, download the ServicePilot Manager software and install it on your own Windows server.

  • Download the executable file for the Servicepilot Technologies web site customer portal. ServicePilot engineers may also provide the installer if you are trialling the ServicePilot solution.

  • Follow the Install ServicePilot Manager video to complete the installation of the ServicePilot Manager software.

ServicePilot Agent system requirements

ServicePilot Agents require very little CPU, RAM and hard disk space. When installing the ServicePilot Manager, a ServicePilot Windows Agent is automatically installed on the same server. This might be sufficient to monitor systems on the local enterprise network, however further ServicePilot Agents may be installed to obtain data from remote sites and servers.

As an administrative user of the ServicePilot, go to Settings > Agents: Install for agent pre-requisites, download and install instructions.

Installing ServicePilot Agents

To install a ServicePilot Agent, as an administrative user of the ServicePilot, go to SETTINGS > Agents: Install for agent pre-requisites, download and install instructions.

You may also follow the Install ServicePilot Agent video to install ServicePilot Agents that will collect and send data back to the ServicePilot Manager.

Enable HTTPS support with SSL certificates

The ServicePilot web interface can be served using HTTPS by enabling this ability in the running configuration and restarting the ServicePilot Manager. You can either generate your own certificate or you can purchase one from a commercial certificate authority.

Note: ServicePilot Agents communicate with the ServicePilot Manager using HTTP or HTTPS. If HTTPS is enabled or the ServicePilot Manager web interface port is changed then all ServicePilot Agents will also need to be re-configured and restarted.

Once you obtain the certificate, certificate private key and CA certificate chain, you will need to update your server to use them. Follow these steps to activate SSL support:

  1. Obtain or convert your server certificate, certificate private key and CA certificate chain to a password protected PKCS12/PFX file
  2. Import the certificate into the Windows Local Machine Personal Certificate key store. If the certificate is imported correctly it will be visible in the certlm.msc application with a certificate and key icon.
  3. Open the ServicePilot Setup Console and click on the Certificates button.
  4. Double-click on the certificate you imported that will be visible in the list if it can be used. The certificate thumbprint will be copied to the Thumbprint field. Click on OK to save this change.
  5. Open the ServicePilot web interface and log in as an administrator
  6. Click on Settings
  7. Click on Other settings: Edit configuration
  8. Click on the Expand button
  9. Add the following information to the general: section:
  10. Save the configuration using the Save button
  11. Restart the ServicePilot Manager using the Restart button
  12. Once the ServicePilot Manager is restarted, try logging in to the web interface using HTTPS

Configure ServicePilot Agents for HTTPS

All ServicePilot Agents will need to be configured to use the newly secured communication. On each machine with a ServicePilot Agent, including the server on which the ServicePilot Manager is installed, run the following procedure:

Windows

  1. Open the ServicePilot Setup Console
  2. Go to the Agent tab
  3. Stop the ServicePilot Agent
  4. Set the correct port number (443 by default)
  5. Check the HTTPS checkbox
  6. Start the ServicePilot Agent

Linux

  1. Stop the spagent daemon
  2. Edit the /etc/spagent/spagent.conf agent configuration file to include the correct port and indicate that HTTPS is being used
  3. Start the spagent daemon

ServicePilot users

What credentials do I need?

To administer the ServicePilot software you need administrative privileges for the machine on which ServicePilot is installed to start, stop, or upgrade the software. ServicePilot will then run using the local system account.

Users of ServicePilot will need a username and password to access the ServicePilot web interface. These usernames and passwords might be linked to a Microsoft Active Directory or other LDAP server or managed by the ServicePilot Manager internally.

Administrative users of the ServicePilot web interface have the ability to create users and assign these users to permission groups. Administrators can also configure and manage the monitored resources.

Depending on the monitoring performed credentials to access remote systems will need to be provided to ServicePilot.

Default Administrator username

The default username is admin. Other administrators may be added and the admin user removed provided there is always at least one administrative user of the ServicePilot web interface.

Default administrator password

The default password is admin. When first logging in to the ServicePilot web interface, a warning will be issued until this password is changed.

Change the default Administrator password

For security, it is recommended that you change the default administrator password as soon as possible. Follow the Install ServicePilot Manager video instructions to install and then modify the default admin password.

Manage ServicePilot

Start or stop the ServicePilot services

Windows

The ServicePilot Manager and ServicePilot Agent services may be started and stopped using the provided ServicePilot Setup Console. These services will be automatically started during boot. This console can also perform initial configuration and allows the administrator to view the state of the ServicePilot components.

Start ServicePilot Setup Console

If the ServicePilot Setup Console is not running then it may be started by running C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise\Console.exe with escalated administrative privileges.

The ServicePilot Setup Console may be run from the ServicePilot ISM system tray icon by selecting Launch Console.

Stop and start the ServicePilot Manager from the Manager tab.

Stop and start the ServicePilot Agent from the Agent tab.

Linux

The ServicePilot Agent registers itself as a Linux daemon. Start and stop the spagent daemon using the standard commands based on your Linux distribution.

Configure outbound email server

To be able to sent email alerts, ServicePilot needs an outbound SMTP relay configured.

To configure an email server:

  • Log in to the ServicePilot Manager web interface as an administrator
  • Click on SETTINGS > Menu, then Email server.
  • Set an SMTP Server host name, From email address and To email address.
  • Click on the Advanced features checkbox to add further SMTP server settings that might be required.
  • Click Save to save your changes.
  • Click Test to bring up a test dialog box allowing you to send test emails to verify your connection.

Troubleshooting SMTP issues

Some email servers now require more authentication before accepting email for delivery. You might need to enable a less secure access method or provide an application specific password for your SMTP service to allow ServicePilot to be able to send email.

Backup & Restore ServicePilot

ServicePilot configuration and data backups

ServicePilot automatically backs up configuration and data in the same place as the running configuration and database. Customers may copy these backups to another server or snapshot the disk as they wish.

Create a full backup of ServicePilot (configuration and data)

ServicePilot makes backups of configuration and data automatically that can be copied off the ServicePilot Manager server. However customer custom configuration should be included to create a complete backup.

Backup ServicePilot configuration

Copy the following files and directories to create a backup of the configuration:

  • The ServicePilot licence key, activation key, server certificate and other ServicePilot Setup Console settings.
  • <WorkFolder>\Conf
  • <WorkFolder>\Packages
  • <WorkFolder>\Pictures
  • <WorkFolder>\Web

Backup ServicePilot data

The ServicePilot data is saved in the running configuration’s WorkFolder. Back up the following directories:

  • <WorkFolder>\Backup\Backup_20xx_xx
  • <WorkFolder>\Pdf

Restore ServicePilot configuration

Follow these steps:

  1. Install ServicePilot, if not already in place
  2. Stop ServicePilot Manager
  3. Restore all of the configuration to a new empty WorkFolder
  4. Set the configuration WorkFolder in the ServicePilot Setup Console to the newly restored directory

  1. Start the ServicePilot Manager

Restore ServicePilot data

The ServicePilot data can be re-added to the running database by using the ServicePilot Setup Console. Follow these steps to restore the data:

Note: ServicePilot has retention durations per database based on the type of data stored. Restoring data that is older than the data retention duration will not be blocked but it will be removed again at midnight.

  1. Make certain that the ServicePilot configuration has been restored and the data that is about to be restored is not already in the running configuration
  2. Copy the Backup_20xx_xx directories to the running configuration <WorkFolder>\Backup directory
  3. Start the ServicePilot Setup Console
  4. Select Tools > Restore to bring up the Restoration Tool
  5. Select the data to be restored. If the data inclues VoIP call records then specify the pattern to indicate if the phone number is considered an internal phone number with a positive match.
  6. Click Restore to start the process

Note: Restoring can take a considerable amount of time.

Change backup data retention duration

The original source of the ServicePilot database data is stored in the the <WorkFolder>\Backup directory. This may be required if the database gets corrupted of if ServicePilot changes the format the the database. The ServicePilot database sources are kept on disk for 1 year and a month by default. This parameter can be changed by adding the following to the servicepilot.conf configuration file.

general:  eventengine:    # Backup retention duration   retainDurationBackup: 395

Can database backup sources be deleted?

Old data in the <WorkFolder>\Backup directory can be deleted but this may be required if the database gets corrupted of if ServicePilot changes the format of the database. Manually delete source ZIP files if the files will not be needed to restore. For example objectdata_*.zip files older than 1 week would not normally be needed as the ServicePilot database only keeps this data for a week according the servicepilot.conf retainDurationObjectData setting.

Change database data retention duration

ServicePilot only keeps data in it's database for a limited time. This is dependent on the type of data stored. For example Object indicator data is kept for 7 days at a resolution of 1 minute whereas the daily summary indicator data is kept for a year. These parameters can be changed by adding the following to the servicepilot.conf configuration file.

Following are the default retention durations

general:  eventengine:    # Event log retention duration   retainDurationEvents: 90   # NetTrace retention duration   retainDurationNetTrace: 30   # AppTrace data retention duration   retainDurationAppTrace: 7   # General object log retention duration   retainDurationObjectLog: 30   # General object data retention duration.   retainDurationObjectData: 7   # Quarter object data retention duration   retainDurationObjectDataQ: 30   # Hour object data retention duration   retainDurationObjectDataH: 365   # Trap retention duration   retainDurationTraps: 60   # Syslog retention duration   retainDurationSyslog: 60   # ObjectSL retention duration   retainDurationObjectSl: 90   # ObjectSLD retention duration   retainDurationObjectSlD: 365   # VoIP event retention duration   retainDurationVoIP: 90

Upgrade ServicePilot to a new version

It is strongly recommended to create a backup before starting the update process. A quick backup involves stopping ServicePilot and making a complete copy of the running configuration WorkFolder.

Important: Ask ServicePilot Technologies if the database format has changed before starting an upgrade. A backup of ServicePilot configuration and data will be required in this case.

To upgrade the ServicePilot software:

  1. Stop the ServicePilot Manager and Agent
  2. Stop the ServicePilot Setup Console
  3. Stop the ServicePilot ISM system tray
  4. Run the new ServicePilot installer
  5. Install the ServicePilot Manager service in the ServicePilot Setup Console
  6. Start the ServicePilot Manager

Use ServicePilot

Change the web interface language

The ServicePilot Manager web interface can be presented in English, French or Spanish. The language of the interface presented is based on your web browser’s language order preference. If French or Spanish is not present in this language preference list then the interface will default to English. Add or change your language preference to your browser settings and refresh the ServicePilot Manager web pages to see the web pages in your preferred language.

Configure ServicePilot to monitor resources

Follow the Model your infrastructure video instructions to add configuration to monitor your environment.

Packages provide templates that tell ServicePilot how to monitor a type of equipment. When packages are added to ServicePilot configuration, these are added as resources. A resource can be thought of as a configured instance of a package template.

When adding resources to monitor in the ServicePilot Manager web interface, documentation is provided which is package specific. This documentation might provide further instructions about connectivity to the monitored device, access credentials required or complementary packages that need to be correct for the monitoring to function correctly.

Add custom images to ServicePilot

ServicePilot presents web pages that can contain customer icons and graphics.

Pictures can be uploaded when adding resources to the configuration.

Alternatively, custom graphics place JPEG, GIF, PNG or SVG files in the running configuration <WorkFolder>\Pictures directory. A logo.png file added to this directory will be used as a company logo for PDF reports.

Add custom web pages to ServicePilot

The ServicePilot Manager may serve custom web pages to users of the ServicePilot web interface if the HTML files are placed in the running configuration <WorkFolder>\Web directory.

If files are added, ServicePilot Manager will need to be restarted to re-index these files and make them available.

Add custom packages to ServicePilot

ServicePilot comes with many built-in packages. ServicePilot configuration can customize how these templates are used to monitor resources. It is possible to extend ServicePilot capabilities using custom packages for new or specialized equipment.

Custom packages are created by ServicePilot Technologies and are applied by placing them in the running configuration <WorkFolder>\Packages directory. The servicepilot.conf file needs to be reloaded in the ServicePilot web interface before the new or updated packages are available for use.

Debug ServicePilot errors

ServicePilot Manager and the Windows ServicePilot Agent store their log files in the C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise\Logs directory. The Linux ServicePilot Agent stores its logs in the /var/log/spagent.log file.

Consult these files for errors with configuration or communication between the ServicePilot components and monitored devices. Often passwords, IP addresses or port numbers are incorrectly configured when adding monitored equipment. View these logs to see these access errors.

ServicePilot 429 web page errors

If ServicePilot returns HTTP 429 error codes when viewing web pages this normally indicates that the ServicePilot database is overloaded. Too many people are trying to obtain information or too many concurrent complex queries are being made of the system. Please wait and try again later.


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