Question: Can I run Agent Procedures from KNM?
Answer: Directly, you cannot run Agent Procedures natively through KNM.
Here is a Feature Request you should 'Like' to show this is an important feature for future inclusion in the product.
However, you can create a ticket in Service Desk using KNM's 'Ticket Alert Action', which has the ability to run procedures on Agent-based machines only.
- Service Desk must be installed and you must have at least one Service Desk 'Desk license' eligible to create/install a unique desk for KNM Tickets
- Ticketing Module must be disabled (You cannot use both Ticketing and Service Desk at the same time)
- KNMi on your Kaseya Server (Note: Agent-less devices require an agent license to monitor them in KNM)
You can check this in System > License Manager > Licenses Tab:
If you do not have adequate licensing you can reach out to your account manager.
Instructions on how to perform this follow below.
Once you have verified licensing, it would be time to setup KNM to assign the create a ticket action on the Folder/Network/Device you would like to run procedures on.
This can be found in KNM under the respective level you have selected using the Actions Tab:
In the above screen shot it will create tickets for all devices within the 'Home' Network. If you only want to create tickets for agent-based devices which can run Agent Procedures, it will need to be assigned on a device level.
Enable Service Desk in the VSA, which may be enabled already.
(You may need to disable Ticketing if it is enabled. Ticketing can be disabled by navigating to Ticketing > Email Reader)
Install a Service Desk.
(In this example I used the template "Basic Customer Service Desk " )
Specify which Desk you want the alarms to get created in (This may vary depending on your SD implementation, in this example it is the only desk installed)
Create your Service Desk Procedure. This will require you to create a procedure in the Service Desk > Procedures Definition > Stage Entry or Exit page.
You should use the "ScheduleAgentProcedure" step and call the Agent Procedure you want to run on the machine:
Edit the Service Desk Stage Processing steps to include this procedure as the ticket entry procedure:
Verify functionality - you should now see tickets created by agents executing your agent procedure. This can be verified in the Pending Procedures / Procedure History section in QuickView:
- This will run the specified Service Desk Procedure on the Agents that create a new ticket (It will not run on agentless devices unless the procedure itself is designed for this)
- Please account for any additional/existing Service Desks already in production before implementing changes
- Additional automation and procedures can be built into the Service Desk logic