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Saturday, February 14, 2015

Ingin Punya Helpdesk System tapi gak mau REPOT ?!

Technician / Nodes

Standard


IT Help Desk

Professional


IT Help Desk +
Asset Management

Enterprise


IT Help Desk +
Asset Management + ITIL
1 Tech and 100 Nodes

Free

$195$495
2 Tech and 250 Nodes$395$995
5 Tech and 500 Nodes$995$2995
10 Tech and 500 Nodes$1895$4995
20 Tech and 500 Nodes$3795$8995
50 Tech and 1000 Nodes$8995$17995
100 Tech and 1000 Nodes$15995$24995
200 Tech and 1000 Nodes$19995$29995
 Tech and  Nodes$ $ 

Subscription Period Yearly Monthly
     |     





Additional NodesYearlyMonthly
100 Nodes$295$25
250 Nodes$695$65
500 Nodes$1295$120
1000 Nodes$1950$185
2000 Nodes$3495$325
5000 Nodes$6995$650
10000 Nodes$9995$925

Features Matrix
get 10% discount
by choosing annual subscription.
plan type
subscription type
StandardProfessionalEnterprise
Cost per monthFREEStarts @ $20
Per technician & 100 nodes/month
Starts @ $45
Per technician & 100 nodes/month
Incident Management
Knowledge Base
Asset Management 
Purchase Management 
Contract Management 
Service Catalog  
Problem Management  
Change Management  
Request Archive
Request CountUnlimitedUnlimitedUnlimited
ReportsCanned and Custom ReportsCanned and Custom ReportsCanned and Custom Reports
Available Add-Ons
Live Chat$ 6 / Technician$ 6 / Technician$ 6 / Technician
Remote Control $ 29 / Concurrent Session$ 29 / Concurrent Session
Custom Application Platform$ 25 / Application$ 25 / Application$ 25 / Application
Annual Maintenance Service (AMS)$ 2.5 / tech / month
$ 30 / tech / year
$ 0$ 0


Questions Before Signing Up ?
What kind of payments do you accept?
We currently accept payments via Visa, MasterCard, and American Express. We also accept payments via PayPal (you must have an account with PayPal) and bank transfer for yearly subscriptions. For details, please contact sdp-ondemand-support@manageengine.com.

How do I upgrade from "FREE" to one of the paid plans?
Sign in to the application. Click on the "Subscriptions" link in the top right portion of the GUI and upgrade your plan.

What do I pay for, for using the application ?
You pay for the number of administrators and technicians. There is no restriction on the number of IT end users. If you also use asset management, you pay for the number of nodes managed.

Whom to contact for sales related questions ?
Write to sales@manageengine.com if you have any question on pricing or sales.
Do you store my credit card information?
We do not store your credit card details. See our privacy policy.

Is there any long term commitment?
No. There are no long term commitments. You can upgrade, downgrade or cancel your account any time.

What is the cost for technical support ?
Technical support is included in the subscription cost. Our support is available 24 hours a day & 5 days a week, except public holidays. You can reach our support through phone and email. Toll Free US : +1 888 720 9500 | Intl: +1 925 924 9500 | +1 800 443 6694 (alternative number) Email : sdp-ondemand-support@manageengine.com

Where can I view your terms of service and privacy policy?
You can view the details at terms of service and privacy policy.

Wednesday, February 11, 2015

Cluster dalam PRTG

A PRTG Cluster consists of two or more installations of PRTG that work together to form a high availability monitoring system. The objective is to reach true 100% uptime for the monitoring tool. Using clustering, the uptime will no longer be degraded by failing connections because of an internet outage at a PRTG server's location, failing hardware, or because of downtime due to a software update for the operating system or PRTG itself.

How a PRTG Cluster Works

A PRTG cluster consists of one Primary Master Node and one or more Failover Nodes . Each node is simply a full installation of PRTG which could perform the whole monitoring and alerting on its own. Nodes are connected to each other using two TCP/IP connections. They communicate in both directions and a single node only needs to connect to one other node to integrate into the cluster.
During normal operation the Primary Master is used to configure devices and sensors (using the web interface or Enterprise Console). The master automatically distributes the configuration to all other nodes in real time. All nodes are permanently monitoring the network according to this common configuration and each node stores its results into its own database. This way, the storage of monitoring results also is distributed among the cluster (the downside of this concept is that monitoring traffic and load on the network is multiplied by the number of cluster nodes, but this will not be a problem for most usage scenarios). The user can review the monitoring results by logging into the web interface of any of the cluster nodes in read only mode. Because the monitoring configuration is centrally managed, it can only be changed on the master node, though.
By default, all devices created on the Cluster Probe are monitored by all nodes in the cluster, so data from different perspective is available and monitoring for these devices always continues, even if one of the nodes fails. In case the Primary Master fails, one of the Failover Nodes takes over the master role and controls the cluster until the master node is back. This ensures a fail-safe monitoring with gapless data.
Note: During the outage of a node, it will not be able to collect monitoring data. The data of this single node will show gaps. However, monitoring data for this time span is still available on the other node(s). There is no functionality to actually fill in other nodes' data into those gaps.
If downtimes or threshold breaches are discovered by one or more nodes, only one installation, either the Primary Master or the Failover Master, will send out notifications (via email, SMS text message, etc.). Thus, the administrator will not be flooded with notifications from all cluster nodes in case of failures.
Note: For clusters we recommend you to stay below 10,000 sensors per cluster.

PRTG offers single failover clustering in all licenses—even using the freeware edition. A single failover cluster consists of two servers ("Current Master" Node and "Failover Node"), each of them running one installation of PRTG. They are connected to each other and exchange configuration and monitoring data.
Illustration of a Single Failover ClusterIllustration of a Single Failover Cluster
For setting up a cluster you need two or more servers and there is one core installation necessary on each of them—with different settings configured for each type of node. In return, you benefit from seamless high-available monitoring with automatic failover and/or multi-location monitoring.
In a cluster, you can run:
  • 1 Master Node 
    On the master node, you set up your devices and configuration. Also notifications, reporting, and many other things are handled by the master node.
  • Up to 4 Failover Nodes 
    You can install one, two, three, or four additional nodes for fail-safe, gapless monitoring. Each of these nodes can monitor the devices in your network independently, collecting their own monitoring data. The data can be reviewed in a summarized way, enabling you to compare monitoring data from different nodes.
Note: During an outage of one node, you will see data gaps for the time of the outage on that node. However, data for that time span will still be available on all other cluster nodes.

Before Getting Started

Configuring a cluster with one failover node is the most common way to set up a seamless network monitoring with PRTG. You will need two servers running any Windows version (Vista or later); your servers can be real hardware (recommended! ) or virtual machines.
Please make sure the following:
  • Your servers must be up and running.
  • Your servers must be similar in regard to the system performance and speed (CPU, RAM memory, etc.).
  • In a cluster setup, each of the cluster nodes will individually monitor the devices added to the Cluster Probe . This means that monitoring load will increase with every cluster node. Please make sure your devices and network can handle these additional requests. Often, a larger scanning interval for your entire monitoring is a good idea. For example, you could set a scanning interval of 5 minutes in the Root Group Settings .
  • We recommend installing PRTG on dedicated real-hardware systems for best performance.
  • Please bear in mind that a server running a cluster node may in rare cases be rebooted automatically without notice (e.g. for special software updates).
  • Both servers must be visible for each other through the network.
  • Communication between the two servers must be possible in both directions . Please make sure that no software- or hardware firewall is blocking communication. All communication between nodes in the cluster is directed through one specific TCP port. You will define it during cluster setup (by default, it is TCP port 23570 ).
  • A Failover Master will send notifications in case the Primary Master is not connected to the cluster. In order for mails to be delivered in this case, please make sure you configure the Notification Delivery settings in a way they can be used to deliver emails from your Failover Node as well (for example, using the option to set up a secondary Simple Mail Transfer Protocol (SMTP) server).
  • Make your servers safe! From every cluster node, there is full access to all stored credentials as well as other configuration data and the monitoring results of the cluster. Also, PRTG software updates can be deployed through every node. So, please make sure you take security precautions to avoid security attacks (hackers, Trojans, etc.) You should secure every node server the same careful way as the master node server.
  • Run the nodes in your cluster either on 32-bit or 64-bit Windows versions only. Avoid using both 32-bit and 64-bit versions in the same cluster, as this configuration is not supported and may result in an unstable system. Also, ZIP compression for the cluster communication will be disabled and you may encounter higher network traffic between your cluster nodes.
  • If you run cluster nodes on Windows systems with different timezone settings and use Schedules to pause monitoring of defined sensors, schedules will apply at the local time of each node . Because of this, the overall status of a particular sensor will be shown as Paused every time the schedule matches a node's local system time. Please use the same timezone setting on each Windows with a cluster node in order to avoid this behavior.
  • We recommend you to stay below 10,000 sensors per cluster for performance reasons.
 
The following sensor types cannot be used in cluster mode but only on a local or remote probe:

Notifikasi dalam PRTG

PRTG uses notifications to send you alerts whenever PRTG discovers a defined status, such as slow or failing sensors, or when sensor channels breach threshold values. You can define an unlimited number of notifications allowing to use one, or more, of several communication channels like emailtext messagingpush notifications to Android and iOS devices, and many more. PRTG sends notifications to the desired user's Notification Contacts that you can define for each user account of your PRTG installation.
For video instructions, please see the More section below.

Overview

PRTG sends a notification when a defined event evokes it. Notifications can be triggered by the following events:
  • Sensor status changes 
    For example, when a sensor changes status to Down or Warning, if responses are slow, or sensors show an Unusual status.
  • Sensor value threshold breaches 
    For example, when a sensor shows a request time higher than 1,000 ms for more than 30 minutes, or when free disk space is below 10%.
  • Speed threshold breaches 
    For example, when a traffic sensor shows more than 1 Mbit/s for more than 5 minutes.
  • Volume threshold breaches 
    For example, when a traffic sensor shows more than 1 Gbyte transferred in 24 hours.
  • Sensor value changes 
    For some sensors you can trigger a notification whenever the value changes, for example, when monitoring files on a hard disk drive.
A notification can be one of these actions:
For details, see section Account Settings—Notifications .
Note: Usually there are three successive attempts to deliver a notification. If all of these attempts fail, the notification is lost. To never miss a notification, we recommend you to always add two different ways to get a notification. For example, use the latency setting of a state trigger to choose a notification with another delivery method than in the first trigger condition, or set up a second trigger with another notification for the respective object.
Notifications can contain valuable sensor information, such as:
  • Last error message
  • Last good/failed request
  • Total downtime
  • Total uptime
  • Recent sensor history
  • A direct link to the web interface
     
See section More for available placeholders.

Notifications Setup

Overall, you have to go through four steps to use notifications with PRTG. Please go through all of them for a first setup:
  1. Check and set up the Notification Delivery settings. This tells PRTG how to send messages.
    For detailed information, see System Administration—Notification Delivery .
  2. Check and set up Notification Contacts for the users of your PRTG installation. This defines where to send notifications.
    For detailed information, see Account Settings—Notification Contacts.
  3. Check and set up several Notifications . This defines the kind of message and its content.
    For detailed information, see Account Settings—Notifications .
  4. Check and set up Notification Triggers for objects. These provokes the defined notifications.
    For detailed information, see Sensor Notifications Settings .
Note: We recommend you to always set up at least two notifications with different delivery methods for a notification trigger, for example, one email notification and one SMS notification. If delivery via email fails (due to a email server outage or for other reasons), PRTG can still notify you via your smartphone in this case as a fallback. You can achieve this, for example, by using the latency setting in a state trigger and selecting a notification with another delivery method than for the first trigger condition.
Please see section Setting Up Notifications Based on Sensor Limits: Example for a step-by-step guide that describes a potential notifications setup.

More

Video Tutorial: There is a video available on the Paessler video tutorials page.
Knowledge Base: What placeholders can I use with PRTG?
Knowledge Base: Notifications based on priorities

Penanganan Tickets dalam PRTG

PRTG Network Monitor includes its own ticket system. With tickets you can manage and maintain various issues which may appear while monitoring a network. A ticket in PRTG contains information about recent events in your PRTG installation which need a closer look by the administrator or another responsible person. You can see each ticket as a task for a particular PRTG user.
Each monitoring related task has a lifecycle in the ticket system. PRTG itself can create tickets, for example, when Auto-Discovery has finished, as well as PRTG users can create tickets for every kind of issue. In addition, you can set up notifications which open a ticket when something uncommon occurs in your network. The task gets alive when a ticket is created. Responsible PRTG users then take care of this issue. Once the issue has been resolved, the ticket can be closed and the lifecycle of the task ends.
Every ticket has a unique ID, a priority, and a status, and you can take several actions on each ticket. You should view every ticket and conduct a corresponding action. This way, you always keep an overview about each task and its history in your PRTG installation.
PRTG can also send an email to you whenever there is a ticket assigned to you or one of your tickets has been changed. See section Tickets as Emailsfor details and how to turn off emails about tickets.
List of TicketsList of Tickets
Note: You can turn off the tickets system for particular user groups in System Administration—User Groups except for the PRTG Administrators group. The users in the admin group will not receive new ToDo tickets (and notifications about changes) by default but only the PRTG System Administrator user. You cannot change this behavior. However, you can turn off ticket emails for every user account.

Types of Tickets

New tickets are created in the following cases:
  • New devices or sensors have been created by the auto-discovery process. Note: In the corresponding ticket, only device templates will be listed through which PRTG created sensors.
  • A new probe connects to the core and must be acknowledged.
  • A new cluster node connects to the cluster and must be acknowledged.
  • A new version of the software is available.
  • A new report is ready for review.
  • In a few other situations, such as when the system runs out of disk space, for licensing issues, when an error occurred, etc.
  • notification opened a ticket if set in the notification settings.
  • A user opened a ticket.
     
Overall, there are three types of tickets:
  • User Tickets : Tickets created by PRTG users, for example, to assign monitoring related tasks to a particular PRTG user (or user group)
  • ToDo Tickets : Tickets created by PRTG to show important system information and in case of specific system events. They are assigned to the PRTG System Administrator user and cannot be turned off.
    Note: The Related Object of ToDo tickets is System .
  • Notification Tickets : Tickets created via Notifications in case of monitoring alerts

States of Tickets

Tickets can have three different states depending on the working process regarding the corresponding issue:
  • Open : New tickets will be open as long as the corresponding issue exists as described in the ticket.
  • Resolved : The issue as described in the ticket does not persist any longer. Someone took care of it.
  • Closed : Usually, the ticket has been resolved before, the solution to the issue has been checked for correctness, and the ticket does not require any other action.

Tickets (Main Menu)

Note: This option is only shown in the main menu bar if the user group of the current user is allowed to use the ticket system. You can turn off tickets for particular user groups in System Administration—User Groups . Users with read-only rights are always excluded from the ticket system and cannot see the tickets entry in the main menu bar.
You have several options to display a list of tickets which is filtered to your needs. In the main menu barhover on Tickets to show all available filter options or click directly to show all tickets assigned to the current user. You can also create a new ticket via the main menu. Available options are:
  • My Tickets 
    Click to show all open tickets which are assigned to the current user. Hover to show other menu items for filtering these tickets depending on their status:
    • Open
    • Resolved
    • Closed
    • All 
       
  • All Tickets 
    Click to show all open tickets of all PRTG users. Hover to show other menu items for filtering these tickets depending on their status:
    • Open
    • Resolved
    • Closed
    • All 
       
  • ToDo Tickets 
    Click to show all open tickets from the type ToDo Hover to show other menu items for filtering these tickets depending on their status:
    • Open 
      Click to show all open ToDo tickets. Hover to show other menu items for filtering these tickets depending on their event type:
      • Report Related
      • Auto-Discovery Related
      • Probe Related
      • System Errors
      • New Software Version
    • Resolved
    • Closed
    • All 
       
  • Open Ticket 
    This will open the New Ticket dialog. In the first step, select the object on which you want to focus in the ticket via the Object Selector . Click onContinue Note: You can leave  this step out when using the context menu of this object in the device tree to open the ticket. 
     
    In step 2, provide the following information and confirm by clicking on Save to create a User Ticket :
    • Subject : Enter a meaningful title for the ticket which indicates the topic of the issue.
    • Assigned to : Select a user (or user group) who will be responsible for this issue from the drop down list.
    • Priority : Define a priority from one to five stars.
    • Comments : Enter a text message. This message should describe the issue in detail.

After selecting the desired filter or opening a new user ticket, a corresponding list of tickets will appear. In this table list, you can re-sort the items by using the respective options. Additionally, you have several search options using the inline filter directly above the table. The following filters are available:
  • Ticket status : all, open, resolved, closed
  • Ticket type : User, ToDo, Notification
  • Concerned user(s) : Show only tickets which are assigned to a specific user or user group. There are the following types:
    • anyone : no user filter is applied so all tickets on this PRTG server are shown
    • me : show tickets which are assigned to you (the user who is currently logged in)
    • Groups : show tickets which are assigned to a specific user group only
    • Users : show tickets which are assigned to a specific user only
    • Disallowed : users or user groups which do not have access rights to the selected object are displayed under Disallowed . This for your information only; you cannot select them!
  • Relationship to a monitoring object: Choose groups, probes, devices, sensors with the Object Selector .
    Note: ToDo tickets are related to System .
  • Time span to view tickets by last edit of a ticket: Use the date time picker to enter the date and time.
     
Click on the subject of a ticket to open the ticket's detail page. There you can find all related information, as well as you can conduct several actions.
An Open ToDo Ticket with InstructionsAn Open ToDo Ticket with Instructions

Actions

For best experience with PRTG, check every ticket and select appropriate actions. Note: Only members of user groups which have the correspondingaccess rights can view and edit to tickets which are related to a certain monitoring object.
The following actions are available when viewing the tickets list or a specific ticket:
  • Edit : Opens a dialog where you can change the subject and the priority of the ticket, as well as you can assign the ticket to another user. Furthermore, you can add a text message to this ticket. Confirm your changes by clicking on Save .
  • Assign : Opens a dialog in which you can give the ticket to another user. Select a user (or user group) via the drop down menu. Furthermore, you can add a text message to this ticket. Confirm your assignment by clicking on Save .
  • Resolve : Opens a dialog where you can resolve the ticket by clicking on Save . The status resolved indicates that the issue as described in this ticket does not persist. Furthermore, you can add a text message to this ticket which indicates, for example, what has been done concerning the issue.
  • Close : Opens a dialog where you can close the ticket by clicking on Save . Usually, this ticket has been resolved before and the correct solution of the issue has been checked. Furthermore, you can add a text message to this ticket.
  • Reopen : Opens a dialog where you can reopen a ticket after it has been resolved or closed. Do so, for example, if the solution of the issue turned out to be incorrect. Furthermore, you can add a text message to this ticket which indicates, for example, why you have opened the ticket again. Confirm reopening and assignment by clicking on Save .

Tickets as Emails

You can receive all tickets which are assigned to you or to your user group as emails. You will be also notified each time this ticket is edited via email. This way, you will keep always informed about new notifications (if set), important system information (if PRTG System Administrator), or within the communication with other PRTG users. You can turn off the setting Tickets as Emails in System Administration—User Accounts . If you disable emails for tickets for a user account, this particular user will not receive any ticket emails anymore.
Note: If you have defined to get tickets as emails and you are PRTG System Administrator, you will receive emails for ToDo tickets as well, although ToDo tickets are considered to be opened by the PRTG System Administrator.