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:
/etc/spagent/spagent.confagent configuration file to include the correct port and indicate that HTTPS is being used
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.
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.
The default password is admin. When first logging in to the ServicePilot web interface, a warning will be issued until this password is changed.
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.
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.
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.
The ServicePilot Agent registers itself as a Linux daemon. Start and stop the
spagent daemon using the standard commands based on your Linux distribution.
To be able to sent email alerts, ServicePilot needs an outbound SMTP relay configured.
To configure an email server:
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.
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.
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.
Copy the following files and directories to create a backup of the configuration:
The ServicePilot data is saved in the running configuration’s WorkFolder. Back up the following directories:
Follow these steps:
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.
Backup_20xx_xxdirectories to the running configuration
Note: Restoring can take a considerable amount of time.
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
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 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: # Agent log retention duration retainDurationAgents: 90 # Event log retention duration retainDurationEvents: 90 # IP Flow retention duration retainDurationIPFlow: 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: 90 # Day object data retention duration retainDurationObjectDataD: 365 # Trap retention duration retainDurationTraps: 60 # Service log retention duration retainDurationService: 0 # Syslog retention duration retainDurationSyslog: 60 # ObjectSL retention duration retainDurationObjectSl: 90 # ObjectSLD retention duration retainDurationObjectSlD: 365 # VoIP event retention duration retainDurationVoIP: 90
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:
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.
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.
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.
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
If files are added, ServicePilot Manager will need to be restarted to re-index these files and make them available.
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.
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
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.
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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