PRTG monitoring

With PRTG installed and configured, you can monitor OneContact. On this article you'll learn:

 

PRTG objects

To maximize the PRTG's potential, you must understand how the objects are linked:

  • Root Group: PRTG always have a Root Group. The Root Group contains all the objects created in your monitoring system. If you define all the settings in this group, and using inheritance between groups, you can configure all the settings in only one place. So if you need to change these settings, you just need to reconfigure on this group.
  • Local Probe: The Root Group will have a Local Probe. The Local Probe will do all the monitoring tasks on all the services and servers in the same LAN as the monitoring server. The Local Probe already have 4 sensors created that monitors the monitoring system health (Core Health, Probe Health, System Health, Free Disk Space). These sensors give an overall view of the monitoring system’s health. Values frequently below 100% on Core Health, Probe Health and System Health can indicate an issue and the monitoring system can give incorrect or out-of-date information, which can hide a problem on the devices.
  • Group: The Local Probe will have one or more Groups. These groups only have a structural purpose, they only help you to organize the devices correctly, reflecting your current system’s architecture.
  • Device: On a Group, you can have one or multiple devices. A device can be a server, a network device (router or switch) or a cluster group (if you want to monitor a service that is a role one a cluster node, you will need to bind to the role’s IP, instead on the server’s IP).
  • Sensor: A Device can have one or multiple sensor, depending on which counters you want to monitor. These sensors monitor one counter of the device that it is assigned to, for example:
    • CPU load
    • Memory load
    • Networks cards
    • Services counters
    • Performance counters
    • TCP, HTTP, SIP pings
  • Channel: Every sensor has a number of Channels that can be fixed or variable, depending on the type of sensor. These objects are the one that will be used to validate against a threshold, in order to find out any issue on the device. The sensor’s channel can obtain, for example:
    • If the monitored object is available or not.
    • The percentage of CPU or memory used by a service.
    • The Device uptime.
    • The performance counters value, from when the request was made.

13_channel.png

 

 Create a device

PRTG starts with this structure: 

14_device.png

The Root Group and the Local Probe, with his Probe Device that monitors the monitoring system’s health. It also has a group already created called 1st Group. To create a device and add sensors:

  1. Right-click on 1st Group and select Add Device. A new window will be displayed asking for the device configurations:
    • Device Name: The display name of the device on the web interface
    • IP Version: If you want to connect to it using IPV4 or IPV6
    • IP Address/ DNS Name: You can fill it with an IP address assigned to the device or the device DNS name (If you are monitoring a server you should use the DNS Name and use the IP address for a cluster group VIP)
    • Tags: Not required, just used to filter by device on a search
    • Device Icon: The icon being displayed on the web interface
    • Device Type:
      • Manual: The device will be created, but with no sensors created in it. The sensors need to be created manually
      • Automatic Standard: The device will be created with a some sensors
      • Automatic Detailed: The device will be create with some sensors
      • Automatic Using Template: The device will be created using a template, with predefined sensors and thresholds
    • Credentials for Windows Systems: This can be inherited from his group or can be manually edited, in order to use another Windows user account
    • Credentials for Database Management Systems: This can be inherited from his group or can be manually edited, in order to use another SQL user account;

15_adddevice.png

16_device_type.png

 

Configure a device

After creating the device, it must be pointed to Collab's servers (OneContact, OneContactPBX, SQL), to monitor them correctly.

To change the IP or DNS name of one of the devices:

  1. Click on the device name and go to the Settings tab:
    17_Device.png

  2. Change the device name to the name of you server (this is just to help you to identify the server sending the alarms).
  3. Change the IP/DNS name so PRTG can connect to the server and monitor it.
  4. Click on Save to apply changes.

 

Managing sensors

After importing and configuring the device, some sensors may not be appropriate due to the way that the system is built. For example some devices may not have all the components installed or some windows services are not installed (Cluster service). You also might want to monitor other services that are not native to Collab:

 

Creating sensors

To add a new sensor to a device:

  1. Click on the device name
  2. Click on Add Sensor:
    25_addsensor.png
  3. Select the desired sensor(s).

 

Deleting sensors

To delete a sensor that is not appropriate to that device:

  1. Click on the sensor name.
  2. On the sensor page, click on the delete icon:
    25_delsensor.png

 

Cloning sensors

If you want a sensor that exists on another device, you can create a clone, keeping the correct configuration (namely their triggers):

  1. Right-click the sensor name a select Clone.
  2. A new menu will be displayed:
    27_clonesensor.png
  3.  On this menu:
    • Insert the sensor name (by default the new name will be Clone of Sensor Name).
    • Select the device to where you want to clone the sensor.
    • Right-click on the sensor and select Resume.

 

Configure sensors

After the device is created and all the sensors selected and running, it’s time to set the thresholds limits for the sensors channels. In the next example, there's a sensor that obtains the process information for OneContactCallControlService. This sensor monitors 8 different channels:

  • CPU Usage per process instance
  • CPU Usage for the entire process
  • Sensor’s downtime
  • Handles Used
  • Number of instances
  • Process’ Private Bytes Used
  • Process’ Threads Used
  • Process’ Working Set

18_sensors.png

To set individual threshold values for the different channels of this sensor:

  1. Click on Settings, on the last column of each channel:
    19_channel.png
  2. On the dropdown change the threshold of the desired channel (the Downtime channel doesn’t have limits. This channel determines if the sensor is running and returning information).
  3. In the example below the Working Set channel's threshold limits are set. Four values for thresholds can be set (these change depending the type of information and the scale of the value obtained: it can be in MegaBytes, percentage, a counter, a string [if the sensor is running a SQL query], etc):
    • Upper Error Limit: The top limit for the channel. If the value returned is greater than this the sensor will return an error.
    • Upper Warning Limit: The limit for normal values of the channel. If the value returned is greater than this the sensor will return an waning.
    • Lower Warning Limit: The bottom limit for normal values of the channel. If the value returned is lower than this the sensor will return an waning.
    • Lower Error Limit: The bottom limit for the channel. If the value returned is lower than this the sensor will return an error.
      20_EditChannel.png

If the value for Upper Error Limit is set as 1000 Mbytes and for Upper Warning Limit to 300 Mbytes, since the Working Set value obtained is 425 Mbytes (above the Upper Warning Limit), the sensor will be set to warning, turning yellow: 

21_sensor.png

View from the devices view:

22_sensor.png

Changing values of Upper Error Limit as 300 Mbytes and of Upper Warning Limit to 200 Mbytes, the sensor will be set to error, turning red:

23_sensor.png

View from the devices view:

24_sensor.png

 

Create triggers

To send notifications, depending on the status of the sensor, you need to configure the notifications. Notifications can be configured for each sensor or for an entire object (for example, a device). To configure the notifications:

  1. Open the detail view of an object (sensor, device, group, etc) and go to the Notifications tab:
    28_trigger.png
    Note: The triggers can be inherited from the parent object and/or can be created for the single object. If Inherit all triggers is selected, the object will use all its triggers plus the triggers that it’s parent object has. If Only use the triggers defined bellow is select, the object will use only the triggers created for this object.
  2. Click on Add Trigger (In the example above, the object doesn’t have any trigger inherited, neither any custom trigger created):
    • Add State Trigger: This trigger is activated when a sensor changes state, configured on Monitoring a Device chapter (a sensor can be Up, values between the normal threshold, Warning, values between the warning threshold, or Down, the values are above/bellow the error threshold). This type of trigger send a notification when certain conditions are true:
      • Sensor State (Down, Warning, Unusual or Partial Down): The trigger is activated when the sensor is on the selected state.
      • State Time: The time that the sensor is on the selected state to activate the notification (in this case, 60 seconds in Down condition).
      • Performed Action: Send a notification to a specific group via a specific platform (email, SMS text message, etc), configured on the Notifications menu, on the Account Settings.
      • The issue can be escalated, by sending another notification if the sensor state isn’t changed for a certain period of time. This can be used to notify another group or using a different platform. This can repeat after the timeout (where 300 seconds) is reached.
      • After the sensor state is cleared, another notification can be sent.
        29_trigger.png
    • Add Speed Trigger: This trigger is activated when the monitored speed sensor changes (for example the device traffic sensor).
    • Add Volume Trigger: This trigger is activated when a sensor, like a traffic sensor, reaches the configured volume limit, in a certain amount of time.
    • Add Threshold Trigger: This trigger is activated when a sensor reaches the configured threshold limit.
    • Add Change Trigger: This trigger is activated when a sensor value changes and that sensor has On Change Trigger.

The notifications, of the errors that occurred on your system, will be sent via email:

30_notification.png

 

SNMP configuration

On OneAdmin (Configuration Tab > Advanced Menu), The SNMP Community has to match the Community String on PRTG, the SNMPServerAddr has to be the PRTG server’s IP and the SNMPServerPort has to match PRTG’s SNMP Port:

31_oneadmin.png

To change the state of the sensor, depending of the SNMP traps received:

  1. Configure the filter configurations for your SNMP sensor:
    32_snmp.png
    Note: OneContact’s OIDs always start with 1.3.6.1.4.1.30521.

 

SIP Options configurations

To monitor OneContact’s services a sensor’s configuration as OneSipConnector’s trunks configuration might be required. To change the port:

  1. Click on the sensor name and go to the Settings tab.
  2. Insert the port to monitor:
    33_SIP.png
  3. If you are pinging components through OneProxy (sending the Options to OneProxy and redirecting them to the correct component) a rule on OneProxy (through OneAdmin) is required with the following structure:
    34_SIP.png
    Note: This configuration needs to be On so OneMedia, OnePark and OneProxy can be monitored using SIP options pings.

 

TCP Ping configurations

To monitor OneContact’s services a sensor's port configuration might be required. To change the port:

  1. Click on the sensor name and go to the Settings tab.
  2. Insert the port to monitor:
    35_tcp.png

 

Alerts

Alerts send notifications if any issue takes place. PRTG can send the notifications via:

 

Configure Notifications
To configure alerts:

  1. Go to the Notifications page (Setup -> Account Settings -> Notifications).
  2. Three notifications types configured by the PRTG will be created by default:
    36_alerts.png
  3. Click Add New Notification.
    37_alerts.png
    Note: If you are configuring a High level alert, give it a suggestive name like High level.
    Note: Status, Schedule and Postpone should be left as default.
  4. On the Notification Summarization, select the sending notifications method:
    • Always notify ASAP: Always send out one notification for each received notification trigger.
    • Send first DOWN message ASAP, summarize others: When receiving several Down triggers, send the first notification immediately and summarize other notifications into one single message.
    • Send first DOWN and UP message ASAP, summarize others: When receiving several Down or Up triggers, send each first notification immediately and summarize other notifications into one single message.
    • Send all DOWN messages ASAP, summarize others: When receiving several Down triggers, send out one notification for each trigger received and summarize notifications for all other triggers into one message.
    • Send all DOWN and UP messages ASAP, summarize others: When receiving several Down or Up triggers, send out one notification for each trigger received and summarize notifications for all other triggers into one message.
    • Always summarize notifications: When receiving several notification triggers, summarize all notifications into one message, regardless of the kind of trigger received.
      38_alerts.png
      Note: Send all DOWN and UP messages ASAP, summarize others method is advised, so you will receive a message for each down sensor which will give you a better view from the messages.
      Note: Other configurations should be left as default.
  5. Select the messaging platforms you what to use (SMS, Email, Push, other). The configuration of each alert type is one the sections.

 

Suggested Alerts

Several levels of notifications can be defined, depending on the level of the issue occurred, to keep you up to date and assure the best response time to any error:

  • High level error:  These errors are the ones with highest impact on the system and should be reviewed as soon as possible. Alerting several people through several platforms will reduce the response time and assure that the system has the lowest downtime possible., so, sending a notification through all the available platforms (email, push, sms, etc), is suggested.  
    Note: After taking the first action, you should contact Collab’s support in order to investigate the cause of the error.
  • Medium level error: These errors might not imply a complete system unavailability but can lead to one and should be handled quickly preventing a complete system failure. Contacting Collab’s support can help you deciding the best action to take to resolve the issue. Sending a notification through all the available platforms (email, push, sms, etc), is also suggested.
  • Low level error: Usually those errors can be managed differently, without any immediate action required. Sending the information to Collab’s support will assure you the best action to take. Since the SMS delivery systems can charge for SMS sent, we suggest sending only an email as notification.

 

Configuring Email Alerts

To configure email alerts:

  1. Configure the SMTP delivery system (Setup menu > System Administrator > Notification Delivery):
    • SMTP Delivery Mechanism:
      • Direct delivery: Use the PRTG built in SMTP server. This will look up the target SMTP server via MX and send the email.
      • Use SMTP Relay Server: Use an external SMTP relay server.
      • Use two SMTP Relay Servers: Use two external SMTP relay servers, a primary and a fallback server.
    • Sender E-mail: the email address used as sender email account.
    • Sender Name: the name used as sender name account.
    • HELO Ident: An unique name.
    • SMTP Relay Server: IP address or DNS name of the the SMTP relay server. Only available when using SMTP relay servers.
    • SMTP Relay SMTP Port: Port number where SMTP server is running. Only available when using SMTP relay servers.
    • SMTP Relay Authentication: Only available when using SMTP relay servers:
      • No Authentication: Use SMTP without any authentication.
      • Standard SMTP Authentication: SMTP standard authentication.
      • SASL Authentication: SMTP secure authentication.
    • SMTP Relay Username: Username used on the STM server. Only available when using SMTP Authentication.
    • SMTP Relay Password: Password used on the STM server. Only available when using SMTP Authentication.
    • Use Encrypted Connection: Security level used for SMTP connection (Never or If Supported by Server). Only available when using SMTP relay servers.
    • SSL Method: Connect to the SMTP server by SSL or TLS. Only available when using encrypted connection.

 Example when using Direct delivery method:

39_alerts.png

Example when using a SMTP Relay Server:

40_alerts.png

 

Selecting the user that will receive the email notifications:

  1. Go to the Notifications page (Setup > Account Settings > Notifications).
  2. On the Send Email menu, select from:
    • Send to User: Send to a specific PRTG user.
    • Send to User Group: Send to a group of created users on PRTG.
    • Send to Email Address: Send to several email addresses.
      Note: You can add multiple addresses separated by a comma.

      41_alerts.png

 

Configuring SMS Alerts

To configure SMS alerts:

  1. Go to Notifications Menu (Setup > Account Settings > Notifications).
  2. Enable Send SMS/Pager Message.
    42_alerts.png
  3. Select who'll receive the notification, from

    • Send to an User: Send to a specific PRTG user.

    • Send to an User Group: Send to a group of created users on PRTG.

    • Send to specific numbers: Send to several phone numbers.
      Note: You can add multiple numbers, separated by a comma.

  4. Insert the message formula (ou can change the default message).

  5. Configure the SMS delivery system (Setup menu > System Administrator > Notification Delivery):
    43_alerts.png
  6. PRTG already has some SMS providers built-in. If you need to use another one, that is not on the list, insert the custom URL (i.e.: http: //api.txtlocal.com/send/?username=%username&hash=%HASH&numbers= %SMSNUMBER&message= %SMSTEXT).
    • Change the variables %username and %HASH to your username and hash (that you get from the service you have).
    • The placeholders %SMSNUMBER and %SMSTEXT are the numbers and message you insert on the first menu.
      Note: This varies from API to API, the example is for TextLocal service.

 

Configuring Push Notifications Alerts

To configure push notifications:

  1. Install the PRTG app for Android, iOS or Windows Phone.
  2. Run the PRTG app, select Connect To Your Own PRTG Server:
    44_app.png
  3. Configure the access to your PRTG Server, using your credentials:
    45_app.png
  4. After some seconds there will be a new entry, with the type Push, on the Notification Contacts of your PRTG system:
    46_app.png

You will receive the push notification on your smartphone, when an alarm is triggered, even if you are not on the same network as the PRTG server.