Introduction

Clients play a vital role as they leverage OpsRamp’s features to efficiently manage and monitor their IT infrastructure. The platform provides a unified solution that meets the evolving needs of organizations, allowing them to effectively manage and optimize their IT operations.

Following are the key benefits of the platform:

  • Clients benefit from the platform’s extensive monitoring, automation, and incident management capabilities to ensure proper functioning of the IT resources. This helps in proactively identifying issues and resolve issues before they impact operations.
  • Automating routine tasks and workflows leads to increased efficiency and reduced manual efforts and operational cost.

As a Partner, you can create single or multiple clients as per your requirements. This allows you to provide tailored IT management services to meet each client’s needs. You can configure tenant-specific stringent policies and settings to ensure they meet security and compliance requirements.

Following is a quick overview of the sections:

  • Account: Allows you to view and update Account information such as Name, Notification Email, Country, Timezone, City, State, and other relevant information.
  • Add-Ons: Allows you to select packages and add-ons, for advancing monitoring, as per client’s specific operational requirements.
  • Security: Allows you to configure strict password policies and settings for improved security to prevent unauthorized access and breaches.
  • Advanced Settings: Control over availability, log management, NOC (Network Operation Centers) for alert management, integration settings, and remote access management.

Following are the permissions required to perform various tasks.

Type of userPermissionUser action
MSP userClients_ViewTo view Clients card in Setup > Account.
MSP userClients_ManageAdd and edit client details.
MSP userClients_ViewView client details.

Create a client

Configure the following sections to create a client:

Tabbed Interface with Table
ACCOUNT
ADD-ONS
SECURITY
ADVANCED SETTINGS

ACCOUNT

The Account section has critical information and settings about your client. It allows you to manage personal information like Name, Notification Email, and other contact details.

  1. Click Setup > Account.. The ACCOUNT DETAILS screen is displayed.
  2. Click Clients tile.
  3. Click +ADD in CLIENTS LIST screen. The ADD CLIENT screen is displayed.
    Client Details screen
  4. Enter the following information.
    Mandatory fields

    CLIENT DETAILS
    Field NameField TypeDescription
    NameStringName of the client.
    Alternate EmailStringAlternate Email address of the client.
    Notification EmailStringClient Email address.
    TimezoneDropdownTimezone of the client.
    CountryDropdownCountry where the client is located.
    CityStringCity of the client.
    AddressStringAddress of the client.
    Postal CodeIntegerPostal code
    StateStringState in which the client is located.
  5. Click NEXT.

ADD-ONS

The Add-Ons tab lists the Product Packages and Add-Ons.

  1. Select one or more of the following packages as per the operational requirement to monitor the infrastructure:

    • Hybrid Discovery and Monitoring (default)
    • Event and Incident Management
    • Remediation and Automation
Product packages
  1. Choose the packages that match the requirements.
    Based on the packages you select, the Add-Ons are displayed. If you keep only Hybrid Discovery and Monitoring, Adapter Integrations, Extended Data Retention, Mask Resource Identity Management, Offline Alerts, Log Management, and Trace Management are added as Add-Ons.

Hybrid Discovery and Monitoring package

A broad range of IT resources across data center, public cloud, and cloud native environments can be discovered and monitored with agent-based and agentless monitors. These include:

  • Data center applications, URLs, containers, servers, and network resources.
  • Public cloud environments of compute instances, databases, load balancers, and PaaS services.
  • Cloud native environments with containers and orchestrators.

Built-in monitors are provided that capture availability and performance metrics and observer optimal threshold limits for supported resources. You can extend the platform to monitor any kind of IT resource by writing custom monitor scripts.

The Hybrid Discovery and Monitoring package includes the following modules:

  • Resource Management
  • Monitoring
  • Reports
  • Dashboards
  • Alerting & Forwarding
  • Anomaly Detection and Metric Forecasting

Event and Incident Management package

The Event and Incident Management package leverages proprietary event correlation algorithms, incident creation, and machine learning-powered alerts. The package includes:

  • Service Desk
  • Alert Correlation
  • First Response Policies
  • Alert Escalation
  • OpsQ Machine Learning Bot

Remediation and Automation package

The Remediation and automation package implements patch job scheduling, remediation task execution, and resource maintenance using a remote console. The package includes:

  • Patch Management
  • Run Book Automation
  • Job Automation
  • Process Automation
  • Remote Access with Session Replay

Add-ons

Following are the Add-Ons for Hybrid Discovery and Monitoring package:

Add-Ons 1
  • Adapter Integrations – This add-on is used to enable Adapter category Apps, to perform discovery and monitoring of the end device.

    Refer Compute, Network, Storage sections under Integrations

  • Extended Data Retention - You can retain the asset data for 12 months.

  • Offline Alerts - If any resource goes to an unknown state, an alert will be triggered.

  • Log Management - Collect, store, analyze and monitor all log data that is generated by the resources, applications, and services effortlessly.

  • Trace Management - Track all requests and transactions as they interact with various components of the infrastructure. This ensures end-to-end monitoring of the transactions and helps identify root causes of the issues.

Event and Incident Management

Events represent business-impacting issues that require a response. Event and incident management uses escalation policies to aggregate, interpret, and act on events detected by monitors, resource diagnostics, and third-party integrations.

Using service maps, you can visualize the relationship between monitored resources and assess business and user impact based on resource health.

Event interpretation and response can be automated. Automation correlates and suppresses alerts, notifies users, and creates incident tickets for alerts that need operator intervention.

Add-ons

Following are the Add-Ons for Event and Incident Management package:

Add-ons-2
  • Alert problem area – Alert Problem Area enriches the alert Problem Area field with information extracted from the alert subject or description. Alert Problem Area is usually used for log-type alerts where rich information is embedded in the alert subject or description, but the metric value is the generic metric name. If the Problem Area field is not enriched, it defaults to the alert Metric field value.

    See Alert Problem Area for more information.

  • Knowledge Base Management - Capture product information, operational procedures, and frequently asked questions, providing a reference source for the organization.

    See Knowledge Base for more information.

  • OS Service Start/Stop Actions - This add-on provides the ability to start and stop the OS services on agent-installed devices when required permissions are given.
    Navigation: Infrastructure > Resources Details > Services.

  • SMS and Voice - This is a paid add-on, and when enabled will send notifications through SMS and Voice.

Remediation and Automation

Automate operational tasks that respond to events or execute routine maintenance activities. Automation workflow capabilities permit you to compose workflows that are tailor made for your use cases.

Event remediation and automation can be automated by composing workflows to handle events. This includes SMS, Voice, and Email notifications. Remote SSH is also supported for alert resolution.

Add-ons

Following are the Add-Ons for Remediation and Automation package:

Add-ons-2
  • Process Automation - This add-on provides the ability to define and execute process automation tasks.

    See Process Definition for more information.

  • Remote Access Management - This is used to enable remote access (RDP, SSH, Telnet) to managed devices.

    See Remote Consoles for more information.

Contact Support to change the add-on permission.


Remediation and automation package

The following are unavailable if you opt not to subscribe to this package:

  • Application Patch Management add-on

  • Automation option in the Workspace drop-down menu

  • These permission sets:

    • Jobs
    • Consoles
    • Patch Approvals
    • Recording Audits
    • Scripts
    • Commands

Selecting a client that is not subscribed to the Remediation and Automation package generates the following warning on the Alerts, Service Desk, and Automation screens:

Access Denied! The client is not subscribed to this product package.

Event and Incident Management package:

The following are unavailable if you opt not to subscribe to this package:

  • Event Enrichment, Scheduled Task, SLA, and SMS & Voice add-ons

  • The Alerts menu option in Setup (Setup > Alerts)

  • These permission sets:

    • OpsQ
    • Incident
    • Change Request
    • Task Request
    • Service Request
    • Problem
    • Time-bound request

Selecting a client that is not subscribed to the Event and Incident Management package generates the following warning on the Alerts, Service Desk, and Automation screens:

Access Denied! The client is not subscribed to this product package.
  1. Click NEXT.

SECURITY

Security feature ensures effective Access Management and stringent Password Policy Settings. Access Management allows you to restrict specific IP addresses, implement two-factor authentication for improved security. Password Policy Settings enables you to implement strict password settings thereby preventing unauthorized access and security breaches.

Security screen

ACCESS MANAGEMENT

Access Management in OpsRamp includes features such as enhanced security with Two-Factor Authentication and Duo Security MFA Configuration, restricting access to specific IP addresses, and enabling the Show Copy Clipboard functionality thereby enhancing usability.

  1. Select one or more of these options as per the requirements:

    • Restrict Access to Specific IP(s): Restricting access to specific IP addresses can reduce security issues. Enter the IP Addresses separated by comma.
      The following error message is displayed when you attempt to log into the platform from an IP address other than those permitted:
      Your organization policies restrict you from accessing OpsRamp from your current IP.

    • Enable Two-Factor Authentication: Select the checkbox to enable two-factor authentication. See Two-Factor Authentication for more details.

    • Enable Duo Security MFA Configuration: Select the checkbox to enable Duo Security.

      1. Enter the Integration Key, Secret Key, API hostname in the DUO SECURITY MFA CONFIGURATION dialog box and click SAVE. The details are displayed.

    • Show Copy Clipboard: Select the checkbox to enable Show Copy Clipboard.

PASSWORD POLICY SETTINGS

The Password Policy Settings section allows you to configure password policy, which once configured will apply to all the users of the client.

  • Change password after next login: Select this option, if you want to change password after next login. This means that all the users of the organization will mandatorily have to change their passwords after they login for the first time. This change will make all login sessions inactive.

    Note: It is recommended not to change the password policy frequently, as this will affect the existing and newly created users of your organization, and will not apply to external authenticated users.

You can opt for Default PCI DSS standards or Custom policy.

  • Default PCI DSS standards: Select this checkbox to apply default PCI DSS standards. You cannot modify the settings.

  • Custom policy: Select this checkbox and configure the policy settings as per your organizational needs.

  1. Click NEXT.

ADVANCED SETTINGS

The Advanced Settings section allows you to configure options designed to optimize the management and monitoring capabilities of your client’s IT infrastructure. These settings enable you to have greater control over aspects such as availability, integration settings, log management, NOC for alert management, remote access management, and root cause analysis through alerts and logs.

Advanced Settings screen

RESOURCE MANAGEMENT

  1. Select these options as per your requirements:
  • Enable Global Policies for NON SDK resources: Select the checkbox to enable global policies for the client.

    This flag is considered for non-SDK based resources.

    For SDK based resources, regardless of whether this checkbox is enabled or disabled, the Device Management Policies will be automatically applied.

  • Enable Application Discovery & Dependency Mapping: Select the checkbox to enable application discovery and dependency mapping.

AVAILABILITY

  • During maintenance period, consider the resource as: By default, the current state is selected.
    Select the state of the resources during scheduled maintenance period.
    If you select the state as Up, during scheduled maintenance period the state of the resource(s) will be displayed as Up, even if your resource(s) is powered off / restarted.

  • Ignore action on the alert/incident while calculating availability: By default, Don’t ignore option is selected.
    Select an option as per your requirements. If you select Ignore, the system will ignore actions on the alerts or incidents that are suppressed, acknowledged, etc., when resource availability is calculated.

  • Alert if the resource availability state is Unknown: By default, Don’t alert option is selected.
    Select Alert option, if you want to receive alerts if the availability state of the resource is UNKNOWN.

AGENT MONITORING CAPABILITIES

  • Select the Agent Self Monitoring option to enable agent self monitoring.

    • Choose a time-frequency from the dropdown (supported time frequencies are 1, 2, 3, 6, and 12 hours).

ADMISSION CONTROL FOR AGENTS IN PUBLIC CLOUD

Select these options to enable onboarding AWS, Azure, and Google Cloud Platform Resources, using agent without public cloud integration.

NETWORK OPERATION CENTERS

Select NOC from the dropdown. All the existing open alerts will be moved to the NOC.

PROBABLE ROOT CAUSE ANALYSIS

Select Alerts or Logs or both, as Data Sources.
Alerts: If you select Alerts, the system will consider alerts generated to aid in root cause analysis. Logs: If you select Logs, the system will consider log data from various sources for root cause analysis.

INTEGRATION SETTINGS

Select one or more available custom integrations that you can inherit from the partner’s configurations.

  1. Click FINISH. The client is successfully created and a confirmation message appears.

The client details are displayed in the CLIENTS LIST screen in a tabular form.

Clients listing screen

Table below shows the columns with their description:

Field NameDescription
NameName of the client.
Account IdAccount Id of the client.
Date CreatedThe date on which the client was created.
StatusThe current status of the client.

View and edit client details

Follow these steps to view and edit client details:

  1. Click Setup > Account. The ACCOUNT DETAILS screen is displayed.
  2. Click Clients tile.
  3. Search for the client and click on client name. The ACCOUNT DETAILS screen is displayed.
    Client Account Details

    Information related to client like Account ID, URL, API Endpoint, Account Created date are displayed.
  4. Click SETTINGS located in the upper-right corner of the screen. The ACCOUNT SETTINGS screen is displayed.
  5. Make the necessary changes in the tabs:
    • ACCOUNT: Modify Notification Email, Country, City, State as required.
    • ADD-ONS: Add packages and Add-Ons as required.
    • SECURITY: Enable Two-Factor Authentication, restrict access to specific IP(s) or modify password policy settings as required.
    • ADVANCED SETTINGS: Change the availability settings and other settings as required.
      • LOG MANAGEMENT: This option is displayed if you selected Log Management as an Add-On.
        Select the appropriate option:
        • Enable (Stats immediately): Collects log data from agents in your infrastructure. This will allow the system to receive alerts and insights based on the collected logs information.
        • Disable: Disables collection and processing of log data from all agents. As a result, alerts and insights will not be available.
    • BRANDING: Configure custom branding for the client. Using custom branding, you can customize the platform UI by adding company logo, providing a website title, and changing the look and feel of the website to match the company theme.
      See below for more information.
      Note: When you add a new URL in production, you must contact support to have a DNS entry added for the new URL.

Configure custom branding

Follow these steps to configure custom branding:

  1. From ACCOUNT SETTINGS screen, click BRANDING tab.

    Branding screen

  2. Enter the following branding elements:

    Mandatory fields

    SITE BRANDING

    Branding ElementField TypeDescription
    Application ServerStringCustom URL for the application server.
    When you add a new URL in production, you must contact support to get the DNS entry added for the new URL.
    The URL prefix you add is concatenated with the other URL values to create the URL for accessing the custom site.
    Example: If you specify myurl, the URL to access the new website is https://myurl.app.opsramp.com/
    Note: The Application URL format accepts any character, except the following:
    *, #, &, ?.
    API ServerStringDisplays the full API server name based on the application server custom URL.
    This field is not editable.
    Website TitleStringCustom website title that is used in the browser tab.
    Documentation URLStringURL of the documentation site.
    LogoFile InputCustom image. A logo that is used for the navigation bar and login page.
    • Supported file format: PNG, JPG
    • Size: Less than 10KB (recommended)
    • Dimension:
      • Height: 512px
      • Width: no more than 512px
    Current Logo field displays the uploaded logo.
    FaviconFile InputCustom image that is used in the browser tab.
    • Supported file format: PNG, JPG
    • Size: Less than 10KB (recommended)
    • Dimension: square, 128 x 128 px
    Current Favicon field displays the uploaded Favicon.

    LOGIN PAGE

    Branding ElementField TypeDescription
    Page HeaderStringHeader text for the login page. Location is on the first line of the login page.
    Page SubheaderStringSub-header text for the login page. The text displays on the second line of the login page.
    Text ColorColor pickerColor of the header and sub-header text.
    Background ColorColor pickerColored layer around the logo.
    Background ImageFile InputBackground image on the login page. The image appears darker than the original due to an overlay on top of the image.
    • Supported file format: PNG, JPG
    • Size: Up to 128 x 128px (preferred)
    • Dimension: 1440x900 (recommended). Smaller images are tiled.
      Current Background Image field displays the uploaded Background Image.
  3. Click SAVE. The tenant account settings are saved.

Branding example

Following values define client-level custom branding using a custom logo, favicon, background, and text labels:

Site branding screen

Following image shows the custom branding login page:

Terminate a client

Client termination is a process of moving the client to a terminated state and cleaning up all client data. The data will be deleted and can no longer be retrieved once terminated.

A partner administrator with manage clients permission can terminate a client.

The following client data is deleted:

  • Resources & Synthetics along with asset data
  • Metrics
  • Alerts
  • Tickets
  • Users
  • Audit data
  • Configuration & Policies
    • Device management policies
    • Maintenance windows
    • Alert correlation policies
    • SNMP trap configuration
    • Client details
    • Management profiles
    • Integrations
    • SSO configurations

Follow these steps to terminate a client:

  1. Click Setup > Account. The ACCOUNT DETAILS screen is displayed.

  2. Click Clients tile. The CLIENTS LIST page is displayed.

    Clients listing screen

  3. Search for the client you want to terminate using the search box.

  4. Hover over the client name and click the action (three dots) icon.

  5. Select Terminate. The CONFIRM TERMINATION dialog box is displayed.

    Terminate client confirmation

    The dialog box provides all information regarding backing up all client data because once terminated without backup, all data will be erased permanently.
    Note: You can terminate only one client at a time.

  6. Provide the following information in the dialog box:

    1. Enter the client name (as shown in the box) in the Name box.
    2. Select the checkboxes against the information provided.
      Note: All fields are mandatory.

  7. Click TERMINATE to confirm you want to terminate the client. The client is terminated and all data related to the client is erased. The client cannot be activated again. Also, all the users will go into Inactive state.


Filter

Use the filter dropdown to view clients that are in Active, Inactive, and All Status (active and inactive) statuses:

  1. Click Active dropdown and select the following options:
  • Active - Displays a list of active clients.
  • Inactive - Displays a list of terminated clients.
  • All Status - Displays a list of active and terminated clients.

Export

The export functionality lets you export client information as a report, in XLSX format.

Prerequisite: User should have Manage Report and View Integrations permissions to export client details.

Follow these steps to export client details:

  1. Click Setup > Account. The ACCOUNT DETAILS screen is displayed.

  2. Click Clients tile.

  3. In the CLIENTS LIST screen, click Export icon.

    Note: A popup appears asking you to install the app, if it is not already installed.
    If the app is already installed, the screen is redirected to the TENANT DETAILS reporting app screen.

    1. Click INSTALLAPP. The REPORTING APPS OVERVIEW screen is displayed.
    2. Click AVAILABLE tab.
    3. Click ADD in the Tenant Details card. The App is successfully installed and a confirmation message appears.
    4. Navigate to CLIENTS LIST screen and click Export icon.

  4. The TENANT DETAILS reporting app screen is displayed.

    The configuration properties in the TENANT DETAILS app are auto-filled with the export data.

    The report generation process is initiated. The progress depends on the data and the configuration parameters.

  5. Select attributes (maximum of 20) and tags from the filter criteria, if required, and click RUN AGAIN.

  6. Click the action (three dots) icon in the upper right corner of the screen and select Download XLSX. The report is downloaded in XLSX format on your local computer. You can also save the report as Analysis.

    See Tenant Details for more information.


NOTES

The Notes feature allows you to efficiently document and manage important information at the client level. You can create, edit, and delete notes associated with specific clients or resources. This helps you to keep a record of all the information in one place.

Follow these steps to access Notes:

  1. Click Setup > Account.

  2. From ACCOUNT DETAILS screen, click 0 under NOTES.
    The count will show 0 as there are no notes added.

    Notes screen

  3. From NOTES dialog box, scroll down and click +NOTE.

  4. Enter the following information in the ADD NOTE screen.

    Field NameField TypeDescription
    SubjectStringEnter a subject for the note.
    Enter DescriptionStringProvide a description.
    You can use the formatting tool bar to format the text.
    Validity Time rangeDate PickerUse the date picker icon to provide the validity time range.
    To select a time range:
    1. Click the date picker icon, hover the mouse and select the date range.
    2. Click APPLY.

    Note: If you do not select any date range, Never Expire will be set by default.
  5. Click SAVE. A successful message appears, and the note is added in NOTES screen.

    Notes screen
    The newest note is displayed at the bottom of the screen.

Edit a note

Follow these steps to edit a note:

  1. From NOTES screen, click EDIT available under the note.
  2. Make the necessary changes and click SAVE.

Remove a note

To delete a note:

  1. From NOTES screen, click REMOVE available under the note.