Adobe, Acrobat, and Acrobat Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the U.S. and/or other countries.

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Legal Notices

Copyright

Under the copyright laws, this manual or the software described within, can not be copied, in whole or part, without the written consent of the manufacturer, except in the normal use of the software to make a backup copy. The same proprietary and copyright notices must be affixed to any permitted copies as were affixed to the original. This exception does not allow copies to be made for others, whether or not sold, but all of the material purchased (with all backup copies) can be sold, given, or loaned to another person. Under the law, copying includes translating into another language or format. Specifications and descriptions subject to change without notice. Trademarks

Quest, Quest Software, the Quest Software logo, are trademarks and registered trademarks of Quest Software, Inc in the United States of America and other countries. For a complete list of Quest Software's trademarks, please seehttp://www.quest.com/legal/trademarks.aspx. Other trademarks and registered trademarks are property of their respective owners.

The name PacketTrap Networks, the software, the product name PacketTrap pt360 Tool Suite, PacketTrap MSP, Perspective MSP, and the PacketTrap logo are registered trademarks of Pack-etTrap Networks, Inc. PackPack-etTrap Networks (the Software) is copyright 2011 by PackPack-etTrap Net-works, a division of Quest Software. All rights are reserved.

Microsoft Windows 98, Windows NT, Windows 2000, Windows XP, Windows Server 2003, Vista, Windows 7, Internet Explorer, and Active Directory are trademarks or registered trademarks of Microsoft Corporation.

Adobe, Acrobat, and Acrobat Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the U.S. and/or other countries.

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Other product and company names mentioned herein may be trademarks and/or registered trademarks of their respective companies and are the sole property of their respective man-ufacturers.

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Overview

About PacketTrap MSP

PacketTrap MSP (Managed Service Provider) is a robust and complete network monitoring solu-tion that allows you to thoroughly and efficiently manage your network. It is capable of mon-itoring and managing your customer's IT infrastructure in a secure and customized

environment.

PacketTrap MSP installs on your system and starts discovering your devices in less than 15 min-utes. Alongside with discovering your devices, PacketTrap MSP automatically discovers key met-rics for network resources, such as hardware, operating systems, virtual infrastructure,

databases, middleware, applications, and services. You can then use this information to easily and quickly pinpoint and diagnose network issues.

What's New in PacketTrap MSP

These features are new to PacketTrap MSP in this release.

l Avaya Monitoring Support

As a network professional with increased responsibility and continually evolving tech-nology, you may experience the challenge of effectively monitoring VoIP systems. You worry that you have adequate visibility into how your IT infrastructure and VoIP systems are working together and may use any number of point tools to manage and monitor them. Still…VoIP implementations often suffer from dropped calls, poor voice quality, and other issues. How do you create the most efficient VoIP monitoring environment,

enhance user satisfaction and meet SLAs? PacketTrap MSP provides in-depth and detailed monitoring of VoIP quality metrics like MOS, Jitter, packet-loss, delay, network utilization and comprehensive set of reports and alerts on all VoIP related voice metrics.

l Monitoring for Cisco Wireless Access Controller

Devices like Cisco wireless controllers are being used increasingly more to manage all the wireless access points, instead of individually managing access points. Now Pack-etTrap MSP has the capability to provide the deep monitoring stats that you are used to at the access point level through a central wireless controller. Out of box monitoring includes: health status, access points managed and their performance, and who is con-nected to what device.

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l Application Monitoring Template

Ease of use and out of box configuration is a critical foundation piece for PacketTrap MSP. This exciting new feature automatically groups monitors, alerts, and actions to com-pletely monitor and manage applications. This one-click setup dramatically simplifies con-figuration time and allows you to spend your time on other projects. You can use a

monitoring template across global policies, site policies, or on a particular device.

l One-click Help and Tutorial Videos

IT infrastructure management is difficult and complex. Our goal is to provide you with resources at your fingertips to help you quickly find answers to your questions. We’ve taken a leap forward in 6.2 with a newly launched Knowledgebase that is directly linked from features and configuration screens. With a single-click you can peruse topics in the new PacketTrap MSP Knowledgebase or you can get feature-specific help from anywhere in the product.

l PacketTrap PSA Integration

Whether you are using spreadsheets and sticky notes or clunky software, PacketTrap PSA will transform your service management into an efficient—dare we say enjoyable—proc-ess. Companies like yours will surely benefit from significant time savings and a dramatic increase in profitability. PacketTrap MSP 6.2 release has seamless integration into Pack-etTrap PSA, creating a single workflow and solution to meet your business needs.

l Importing and Exporting Scripts

You can import and export a large number of scripts to/from PacketTrap MSP. Scripts that you select to import or export must be formatted in XML.

l Network Map Enhancements

Visual representation of the IT infrastructure is a quick and easy way to identify the root cause of many problems. This release of PacketTrap MSP has two new improvements for Network Maps:

o Ability to show or not show connected devices for the devices already on the map.

For example, you can now choose to not show a core switch that is connected to a device.

o Update the map layout when devices are added or removed. You can drag and

drop devices to specific areas on the map and they will not change unless you select this new option.

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Using the Quest PacketTrap MSP Community

The Quest PacketTrap MSP Community is a resource for users to find answers, share ideas, and upload documents. It is a great resource if you are looking for solutions to common questions or would like to share best practices. You can access the community the following ways:

l From the PacketTrap MSP Studio, click the Community button in the main menu.

l Go to http://communities.quest.com/community/packettrap/ptmsp

Registering for the Community

If you are new to the Quest Community, clickhereto create a new account. Your new account allows you to comment on discussions, post documents, and participate in other Community fea-tures.

If you have an account on Quest.com, clickhereto log in to the Community with your email address and Quest.com password. You can create a community profile and get started on the community from there.

PacketTrap MSP Knowledgebase

A variety of articles, videos, and documents are available in the PacketTrap MSP

Knowl-edgebase to help you get the most out of PacketTrap MSP. To access the knowlKnowl-edgebase, go to http://communities.quest.com/community/packettrap/ptmsp/knowledgebase_(beta)?view=o-verview.

Watching Videos

Learn more about PacketTrap MSP by watching the following videos:

PacketTrap MSP Setup User Guide

This video explains how set up your product after you install it. You will learn how to run net-work discovery, initial application configuration, and configuring dashboards and alerts.

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Netflow Setup Guide

This video explains how to configure NetFlow, JFlow, sFlow and ptFlow. With flows, PacketTrap MSP can capture packets for any device on the network including routers, switches, servers, and desktop. See traffic from the perspective of each device for easier troubleshooting.

Agent Deployment Guide

This video explains how to deploy, configure, manage, and report on agents distributed locally or throughout the WAN.

Packet Trap FAQ

This video goes over frequently asked questions about Packet Trap, and how to go about trou-bleshooting the most common issues. You will learn how to configure devices, flows, backups, and alerts, and how to obtain technical support.

SNMP Traps Guide

This video explains how to setup SNMP traps on a device monitored by SNMP, an Agent device as well as networking device.

Contacting Support

Support for PacketTrap MSP is available to customers who have a trial version of PacketTrap MSP or who have purchased PacketTrap MSP.

You can retrieve solutions to any issues that you may have in the following ways:

l Visit the PacketTrap MSP Community by going to

http://-communities.quest.com/community/packettrap/ptmsp. The PacketTrap MSP community is a resource for you to find answers, share ideas, or view and upload documents.

l Visit the PacketTrap MSPKnowledgebase to see detailed instructions on how to use the

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http://- communities.quest.com/community/packettrap/ptmsp/knowledgebase_(beta)?view=o-verview

l Call Support at (415) 348-0700 or (866) 697-8360 (toll-free)

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Getting Started

This section provides you with an overview setting up customer profiles, deploying the Pack-etTrap MSP agent (ptagent) to your customer’s network, and discovering your devices. You will also learn more about the PacketTrap MSP architecture, as well as receive an introduction to some of the main features in PacketTrap MSP.

Topics in this section

l PacketTrap MSP Features Overview l How to Set Up PacketTrap MSP

l Logging in to the PacketTrap MSP Studio l Configuring Your SMTP Settings

l Pre Network Discovery Checklist l Managing Credentials

l Setting Up PacketTrap MSP

System Requirements

This section contains information on the minimum system requirements for PacketTrap MSP. Before you can begin to download PacketTrap MSP, you must make sure that your computer meets the minimum system requirements.

This document contains information on the minimum system requirements for PacketTrap MSP. Before you can begin to download PacketTrap MSP, you must make sure that your computer meets the minimum system requirements.

l Things to Consider Before You Install PacketTrap MSP l Host Server Hardware and Software System Requirements l Device and Collection Agent System Requirements

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l SQL Server System Requirements

l Installing PacketTrap MSP on a Virtual Machine

Things to Consider Before You Install PacketTrap MSP

Installing PacketTrap MSP with the default monitor settings, this basic type of installation will perform well on a Dual-Core system with 4 GB of RAM.

If you adjust the policies to monitor larger networks or use the Network Traffic Flow module, you need to consider which hardware and system configuration you plan to use. As shown in the tables in the following sections, the minimum system requirements are dependent upon the number of devices that you are monitoring.

You must consider the following scalability issues before installing PacketTrap MSP:

l Number of monitored devices: If you monitor 500 or more devices, you may need to do

some performance tuning on your system.

l Amount of data collected for each device: If you increase the number of monitors on a

device, a spike in the amount of data collected will occur.

l Changing the default time intervals: If you set a time interval to collect data every five

minutes, using a high performance server is recommended to complete the data col-lection in an efficient and timely manner.

l Number of Studio connections: A large number of Studio connections simultaneously

accessing the system will impact performance.

To optimize performance when collecting traffic analysis data, it is recommended that you use a dedicated high performance server when the following conditions exist:

l You configure the application to collect Traffic Flow data from multiple routers or

switches.

l There exists a large amount of traffic conversations.

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Host Server Hardware and Software System Requirements

See the following table for the minimum hardware and software system requirements for your host server.

Updating Your .Net Framework

Before you can install PacketTrap MSP, you must upgrade your .Net framework to version 4.0 or higher.

When you install PacketTrap MSP, if you have not upgraded your .Net framework to version 4.0 or higher, the PacketTrap MSP installer will automatically update your target server. You will see a message indicating that the .Net framework is being upgraded.

NOTE: Keep in mind that updating the.Net 4.0 framework on your target server will take sev-eral minutes to complete. When the Next button becomes active, you can proceed with com-pleting your product installation.

Updating Your Server to SQL Server Standard or Enterprise Edition

When you download PacketTrap MSP, the application comes with an optimized version of

SQL CE installed. This optimized version works when you are trying out PacketTrap MSP and sup-ports no more than 20 devices at default monitor settings and 1 traffic flow device. If you are monitoring more than 20 devices or running the application in your production environment, you must install PacketTrap MSP on SQL Server Standard or Enterprise Edition.

NOTE: The following minimum requirements apply when you install the default configuration. Significantly increasing the device monitoring intervals and network traffic collection may cause an additional load on the server, which may require you to increase your RAM and upgrade your CPU power.

Host Server System Requirements

Operating System For 32-bit or 64-bit:

l Microsoft Windows 2003 SP2 or later l Microsoft Windows 2008 Server

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Host Server System Requirements

NOTE: You will need to increase the amount of memory based on the high-volume data that you are collecting, such as netflow, syslog, and windows event logs.

Hard Drive Space 50 GB

NOTE: You will need a minimum of 3 GB of free space to install the SNMP MIB Library.

NOTE: You will need to increase your hard drive space based on the retention settings.

.Net Framework Version 4.0 or higher Firewall Exceptions

-Allowed Programs

The following are automatically configured during installation:

l ptserverservice l ptagentservice l ptstudio

Ports The following are the firewall rules for inbound connections:

l 5053 (TCP) = (SSL Encrypted Host Server port) l 5054 (TCP) = Agent deployment CAB file downloads

l 5055 (TCP) = (128 AES Encrypted Remote Control Tunnel port) l 161 (UDP) – SNMP Trap collector

l 69 (UDP) - TFTP Server l 514 (UDP) - Syslog collector l 2055 (UDP) – NetFlow collector l 6343 (UDP) – sFlow collector

l 9555 (UDP) - NetFlow Alternative port #2 collector l 9995 (UDP) – NetFlow Alternative port #3 collector

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Device and Collection Agent System Requirements

See the following table for the minimum hardware and software system requirements for your host server in order to deploy device and collection agents on it.

NOTE: When you install a collection agent on Microsoft Windows XP or Microsoft Vista, the lim-ited TCP connections available with these operating systems may impact the monitoring per-formance. It is recommended that you use Windows Server 2003 or Windows Server 2008 when possible.

System Requirements for Device and Collection Agents

Operating System For 32-bit or 64-bit:

l Windows Server 2003 SP2 or later l Windows Server 2008

l Windows XP SP2 or later

l Windows Vista SP1 (all versions) l Microsoft Windows 7

l Ubuntu Server 8 l Fedora release 10 l Debian 4.0

l OpenSuse 11.0 l Apple Mac OS® X

NOTE: Windows Server 2003 or Windows Server 2008 is required if you are collecting Syslog, NetFlow, ad SNMP Traps data.

.Net Framework Version 4.0 or higher

Ports The following are the firewall rules for inbound con-nections:

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System Requirements for Device and Collection Agents

l 5054 (TCP) = Agent deployment CAB file downloads l 5055 (TCP) = (128 AES Encrypted Remote Control

Tunnel port)

l 161 (UDP) – SNMP Trap collector l 69 (UDP) - TFTP Server

l 514 (UDP) - Syslog collector l 2055 (UDP) – NetFlow collector l 6343 (UDP) – sFlow collector

PacketTrap MSP Studio System Requirements

You can use the following operating systems and browsers to run the web version of the Pack-etTrap MSP Studio.

l Microsoft Windows (all versions) l Microsoft Internet Explorer 6 or later l Mozilla Firefox 3.6

l Google Chrome

SQL Server System Requirements

See the following table for the minimum SQL Server system requirements.

When you download PacketTrap MSP, the application comes with an optimized version of

SQL CE installed. This optimized version works when you are trying out PacketTrap MSP and sup-ports no more than 20 devices at default monitor settings and 1 traffic flow device. If you are

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production environment, you must install PacketTrap MSP on SQL Server Standard or Enterprise Edition.

NOTE: When you create user account, you need to create a SQL Server login with the db-owner database role on the PacketTrap MSP database.

System Requirements for SQL Server

Database For 32-bit or 64-bit:

l Microsoft Windows SQL Server 2005 Standard or Enterprise

Editions

l Microsoft Windows SQL Server 2008 Standard or Enterprise

CPU Dual Core, 3.0 GHz or higher (Recommended)

Memory 4 GB RAM

NOTE: You will need to increase the amount of memory based on the high-volume data that you are collecting, such as NetFlow, sys-log, and windows event logs.

Hard Drive Space 50 GB

Additional Hardware Requirements for SQL Server

If you choose to run SQL Server on a separate machine from your PacketTrap MSP server, the following requirements apply:

l You must install SQL server on a physical machine. l You must have a minimum of 4 GB of RAM.

l You must use SQL authentication instead of windows authentication.

If you have SQL Server running on the same box as the PacketTrap MSP Platform Server, it is recommended that you limit the amount of installed memory that SQL Server consumes.

l 4 GB RAM -> 2 GB RAM l 8 GB RAM-> 5 GB RAM

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If your machine is collecting traffic and log data, the following minimum system requirements apply:

Additional Requirements

Operating System 2 GB

Perspective Agent Service 1 GB

Perspective Service 1 GB

Additional RAM per Netflow Device(s) NoOfFlowDevices * 300MB Additional RAM per Netflow Device(s) 1 GB

Installing PacketTrap MSP on a Virtual Machine

Because of intense I/O requirements and a high threshold of additional hardware spec-ifications, installing PacketTrap MSP on a virtual machine in a production environment is not recommended. You should install PacketTrap MSP in a testing environment to ensure that you, your colleagues, and your sites have the best user experience possible.

The following items are the minimum hardware and software system requirements when installing PacketTrap MSP on a virtual machine (VM).

l Operating System: For 64-bit, both Windows Server 2008 or Windows Server 2008 R2

are recommended. You can use Microsoft Windows 7; however, it is not officially sup-ported.

l CPU: Two physical cores dedicated to perspective VM (no hyper-threading core). l Memory: 4 GB RAM.

NOTE: If you install SQL server, you must include an additional 4 GB RAM.

l You must provide a minimum of 100 MBs of bandwidth dedicated.

l You must make sure that your VM is using a physical partition rather than a virtual

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Logging in to the PacketTrap MSP Studio

After you successfully install PacketTrap MSP and launch the Studio, you will need the default information to log in to the system:

l Username: Admin l Password: Password

In theHost And Portfield , type a valid DNS name or IP address.

NOTE: TheDNS nameis the name of the machine on which you installed PacketTrap MSP. It is strongly recommended that you use a DNS name instead of an IP Address.

You should also keep the following items in mind before you start to use PacketTrap MSP:

l Make sure that you open ports 5053 and 5054 and check that no other application or

proc-ess is using these ports.

l Verify that the PacketTrap MSP server has been started in Windows Services. You must

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Configuring Your SMTP Settings

When you first log in to the Studio, the Let's Get Started window appears. This window allows you to set up your administrator account information and configure your SMTP settings. This information is important when it comes to receiving alert notifications and reports that you schedule in PacketTrap MSP.

Alerts and reports are critical components of your business, which keep you informed about net-work events and issues that may occur. By configuring your SMTP settings, where you will iden-tify the SMTP server name and port and provide the appropriate authentication information (if necessary), these alerts and reports are sent to your email address when they happen.

It is recommended that you set up your SMTP settings in the Let's Get Started window; how-ever, you do have the option to set it up at a later time by clicking Configuration -> Admin-istration -> SMTP Settings.

To configure the SMTP settings

1. Click Configuration -> Administration -> SMTP Settings

2. In the SMTP Server field, type the name of your SMTP server. 3. In the SMTP Port, type the port number. The default port is 25.

4. If your SMTP server requires authentication, do the following in the Authentication sec-tion:

l Type the username, password, and domain name to allow PacketTrap MSP access

to the SMTP server.

5. If your email server requires secure socket layer (SSL) encryption, select the Enable SSL check-box.

6. (Optional) In the Send Test Email Message field, type your email address and click Send to verify that you have properly configured your SMTP settings. You will receive a test email shortly thereafter.

7. Click OK to save your changes.

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l Adding Alerts l Scheduling Reports

Setting Up PacketTrap MSP

This section will show you more about getting PacketTrap MSP up and running. Topics in this section

l How to Set Up PacketTrap MSP l System Requirements

l Adding Sites l Adding Groups

l Enabling Devices for Monitoring

How to Set Up PacketTrap MSP

There are a couple of factors that you must keep in mind when setting up your product:

l It is recommended that you assign a public DNS to your product platform server instead

of using an IP address.

l Make sure you open the correct outbound and inbound firewall ports. For more

infor-mation, click here.

The following diagram shows how your product monitors and collects data from your devices and sends it to your PacketTrap MSP platform server.

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See Also

l System Requirements

l Enabling Devices for Monitoring

Adding Sites

When you have new sites, you can create profiles for them in PacketTrap MSP and then run net-work discovery to discover the devices in their netnet-works.

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1. In the PacketTrap MSP Studio, click New -> Customer.

2. In the Editor dialog box, type a name and description for the site. This information will appear in the Devices View.

3. Type the host name of the remote site. It is recommended that you use the DNS name of your host; however, you can use the IP address.

4. Click Save.

5. Click Copy URL to download the agent software or click Email URL to send the link to the machine where you want to install the collection agent on the remote site.

NOTE: Every remote site needs an agent deployed to it. You will be prompted to select a polling agent or to manually install one. A polling agent is the agent the connects back to your platform server. For more information, seeInstalling Agents Manually.

To add devices to your new site

1. In the Devices View, select the new site in the Customer drop-down list. 2. Click Add New Devices.

3. Go through the screens of the Network Discovery wizard to discover the devices in a site's network.

See Also

l Adding Devices by SNMP

l Adding Devices by Deploying Agent

Adding Groups

You can create multiple groups to organize the various types of devices in a network. For exam-ple, you can group similar devices together, such as adding all the desktops in a network to a group called "Desktop".

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1. In the PacketTrap MSP Studio, New -> Group.

2. In the Add a New Group dialog box, type a name for the group.

3. In the Edit Group dialog box, click Add Device Member to start adding devices to the group.

4. In the Select New Device Members, select one or more devices and then click Add. 5. Click Add to finalize your selection and add the devices to the group.

6. Click Save to save your changes.

To edit a group

1. In the tree view, right-click a group and click Edit. 2. (Optional) Type a new name in the Name field. 3. Click Add to add more devices to the group

OR

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To remove a group

1. In the tree view, right-click a group and click Remove. 2. When the message appears, click Yes.

Enabling Devices for Monitoring

Before PacketTrap MSP can begin monitoring and collecting data from the devices in a net-work, you must enable SNMP or WMI. You will need to enable the correct protocol depending on the type of data you are collecting.

Simple Network Management Protocol (SNMP)

Simple Network Management Protocol (SNMP) is an Internet-standard protocol for managing devices on IP networks. SNMP allows you to collect data from all types of devices, such as desk-tops, servers, routers, and switches, across any operating system. When you enable SNMP on a device and provide the correct credentials, PacketTrap MSP can monitor that device and collect data from it.

For more information on how you can enable SNMP, seeEnabling SNMP on a Device. Windows Management Instrumentation (WMI)

Windows Management Instrumentation (WMI) is a programming interface (API) in the Win-dows operating system that enables devices and systems in a network, typically enterprise net-works, to be configured and managed. WMI is based on Web-Based Enterprise Management (WBEM), which stores all definitions in a Common Information Model (CIM) database. WMI allows network administrators to query and set information on workstations, applications and networks, and can also be used to access the Active Directory.

Enabling WMI allows PacketTrap MSP to collect the following specific data from Windows-based devices:

l Microsoft Exchange l SQL

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l Windows event logs l Windows services l Hardware Inventory

For more information on how you can enable WMI, seeEnabling WMI on Windows Devices. See Also

l Enabling SNMP on a Device

l Enabling WMI on Windows Devices l Monitoring Your Devices by SNMP l Monitoring Your Devices by WMI

Enabling SNMP on a Device

When you enable SNMP on a device and provide the correct credentials, PacketTrap MSP begin to monitor that device and collect data from it. Use the SNMP Enablement tool to enable SNMP on the devices in a network.

1. In the PacketTrap MSP Studio, select one or more devices in the Devices View. You can add more devices to your list by clicking Select Targets.

2. Right-click and then click Tools -> Enable SNMP.

3. In the Enable SNMP Wizard, click Next. PacketTrap MSP begins to determine if the devices are available for SNMP Enablement and will display the results.

4. Click Next.

5. Select the SNMP credential that you want to assign to the devices. Click the Manage Cre-dential link to add new creCre-dentials to the Encrypted CreCre-dential Store.

6. Click Next.

NOTE: If necessary, you can modify the preferred credential assigned to each device by selecting it and then clicking Set Preferred.

7. Click Next. SNMP is now enabled on the devices. 8. Click Finish to complete the process.

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Visit the PacketTrap MSP Community

Is your SNMP-enabled device not responding? Clickhereto find an answer to this issue. See Also

l Monitoring Your Devices by SNMP l Enabling Devices for Monitoring

Enabling WMI on Windows Devices

For Windows-based machines running Windows XP or Vista, by default Microsoft installs and configures WMI. Before you can start monitoring your devices by WMI, you must make sure that the following services are running:

l Windows Management Instrumentation

l Windows Management Instrumentation Driver Extensions

To enable WMI

1. Go to the Control Panel and double click Administrative Tools.

2. In the Administrative Tools dialog, double-click Computer Management.

3. Expand Services and Applications, right-click WMI Control and follow the Windows menus.

For more information on troubleshooting WMI related-issues on Windows XP, clickhere. For more information on connecting to WMI remotely on Windows Vista, clickhere.

See Also

l Monitoring Your Devices by WMI l Enabling Your Devices for Monitoring

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Updating Your Version of PacketTrap MSP

There are two ways PacketTrap MSP will update. One approach is to manually update your software and the other approach is to let it automatically update.

Manually Updating Your Product

1. From the PacketTrap MSP Studio main menu, click Administration. 2. In the Administration window, click Check For Updates.

3. Click Update Now to manually apply the software updates. The program will close and then reopen automatically.

Automatically Updating Your Product

Upon launching PacketTrap MSP, the software will check for any updates available at the patch server. The software automatically pulls the updates and stores them in cache. The updates are applied the next time the software is launched.

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Running Network Discovery

Overview

Network Discovery scans the entire network, and then populates your database with the devices that you want to monitor and manage with PacketTrap MSP. Using various discovery tech-niques, such as ping and MAC resolution, network discovery provides a complete set of attrib-utes for all devices. Using the data profile created for devices during discovery, PacketTrap MSP automatically assigns them to different policies, known as Smart Policies, that are com-prised of monitors that best fit what kind of data you want to collect from the devices.

The Network Discovery Wizard appears shortly after you install PacketTrap MSP and open it for the first time. However, if you need to add more devices to your database, you can run network discovery again.

To run network discovery from the Studio

1. In the PacketTrap MSP Studio, click Add Devices.

2. In the Add Devices Wizard, select the method by which you want to add devices:

l SeeAdding Devices By SNMPfor more information

l SeeAdding Devices by Deploying Agentsfor more information

3. Go through the remaining screens of the wizard to complete the process and click Finish.

Things to Consider Before You Run Network Discovery

Although network discovery detects a device in the network, the data profile that it creates for the device may not be complete because of several factors. It is recommended that you con-sider the following before you run network discovery:

l Enable SNMP or WMI on your devices in order to monitor and collect data from it. You do

not need to enable SNMP on devices where an agent is deployed; however, if the agent is monitoring and collecting data from other devices, such as routers and switches, you will need to enable SNMP on those devices.

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NOTE: Enabling WMI allows you to monitor and collect data for Microsoft Exchange, SQL, Active Directory, Windows Event Logs, Windows Services, and Hardware Inventory data types only.

l Make sure you have the correct credentials. When you run network discovery, you can

only enter one credential at a time for each level of security. So you may have to run net-work discovery more than once to properly discover all devices in the netnet-work. You can also set the credentials for a device at a later time using the Set Credential link in the Devices View. If you do not have the correct credentials assigned to a device in Pack-etTrap MSP, PackPack-etTrap MSP will not be able to monitor and collect data from that device.

l Adding Devices by Deploying Agents l Managing Credentials

l Enabling WMI on Windows Devices

Pre-Network Discovery Checklist

PacketTrap MSP installs on your system and starts discovering your devices in less than 15 min-utes. However, there are important items that you must have in place in order to optimize your experience with PacketTrap MSP. This section will help you prepare your system before you run network discovery by providing you with the following checklist of items that you need to imple-ment.

Make sure your server meets the minimum system requirements– The PacketTrap MSP platform server is the main database for monitoring and collecting all data from your devices. To verify that it meets the minimum system requirements, seeHost Server Hardware and Software System Requirementsfor more information. Open the appropriate ports– You will need to make sure that all the correct TCP Ports are open on your firewall to allow communication to the PacketTrap MSP plat-form server. For more inplat-formation about inbound ports, seeHost Server Hardware and Software System Requirements.

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Have your valid WMI credentials available– You will need to have all your valid Win-dows administrative credentials available for the devices that you want to monitor by WMI. After you install PacketTrap MSP, you can use the WMI enablement tool to ena-ble WMI on your devices. For more information about how you can accomplish this task, seeEnabling WMI on Windows Devices.

Have your valid read/write SNMP credentials available– You will need to have all your valid read/write SNMP credentials available for the devices that you want to mon-itor by SNMP. After you install PacketTrap MSP, you can use the SNMP enablement tool to enable SNMP on your devices. For more information about how you can accomplish this task, seeEnabling SNMP on a Device.

Telnet/SSH access– You must have Telnet/SSH access to all your routers, switches, and devices that you want to monitor with PacketTrap MSP.

Compile a list of IPs and/or IP ranges– You should make a list of all the IPs or IP ranges that you want to monitor during the PacketTrap MSP.

Adding Devices by SNMP

PacketTrap MSP can use SNMP to discover devices in a network and then provide a complete set of attributes for each discovered device. This type of network discovery will gather technical data including hardware, software, and processes for each device, and then identify devices by responding status, protocols, type, and operating system. When you add a device by SNMP, it requires that you provide the SNMP credentials for the devices and you must make sure that you have the correct port open so that the target machine can accept SNMP packets from that device.

1. In the PacketTrap MSP Studio, click Add New Devices.

2. In the Add Devices Wizard, select Add Devices Via SNMP Network Discovery. 3. Click Next.

4. In the Enter Targets field, type any one of the following: CIDR, DNS, IP/Subnet Mask or range of IP Addresses.

5. In the Select Network Discovery Techniques section, deselect any of the check-boxes that do not apply to your discovery.

For more information on these techniques and configuring the advanced ping settings, seeNetwork Discovery Techniques.

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6. In the Choose Device Credentials section, select a credential for each level of security that you want to use to discover each device.

For more information on credentials, seeSetting Device Credentials for Network Dis-covery.

7. Click Next to start the discovery process.

8. On page 2 of the Network Discovery Wizard, select the devices on which you want to do a complete discovery. You can use the options in the drop-down list to filter the devices shown on this screen.

9. Click Next.

10. On page 3 of the Network Discovery Wizard, select how you want to assign your devices to a policy.

For more information about the Policy Assignment Options, seeApplying Smart Policies to Devices.

11. Click Finish to complete the Network Discovery process.

See Also

l Network Discovery Techniques

l Setting Device Credentials for Network Discovery l Applying Smart Policies to Devices

Network Discovery Techniques

PacketTrap MSP provides 3 different techniques to help you discover the devices in a network. They are:

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Use this technique if you have previously run network discovery. It does not include devices that are currently in the database in you new search, which allows PacketTrap MSP to scan a net-work faster.

Ping

Use this technique to send an ICMP command to a device. If the ping monitor is working as expected, a device will respond to the request. There are advanced ping settings that you can configure from the Network Discovery Wizard, which is explained further in the following sec-tion.

MAC Resolution

PacketTrap MSP uses the MAC Address to uniquely identify and profile a device in the network. Configuring Advanced Ping Settings

PacketTrap MSP provides a way to configure the ping settings so that you can turn a resolution on to display or turn it off from displaying.

Click the Advanced Settings link in the Select Network Discovery Techniques section to modify the following settings:

Ping Timeout (ms)

Maximum amount of time in milliseconds that a ping waits for a response from the target IP address. If the target does not respond within the number of milliseconds set, ping assumes it is not working as expected.

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Number of hops along the way to the specified address. If you assign a value of 32 to this set-ting, your ping scan may pass through up to 32 different routers on the way to the remote address before the network throws it away.

Pings Per Node

You can control the number of ping attempts to send to each address during a scan. When a net-work containing a Cisco router is scanned, you should set this number to a number greater than 2. If the target IP address is not in the ARP cache of a Cisco router, the router discards the ICMP query while it requests the MAC address of the target IP. The first ping will never arrive at the subnet of the target IP address; however, the Cisco router will respond to the second ping. Delay Between Pings

Time in milliseconds between each successive ping to the target address. If you assign a low value to this setting a constant stream of pings is sent to the target IP address.

See Also

Setting Device Credentials for Network Discovery

When you run network discovery, selecting the correct credentials is essential in order for Pack-etTrap MSP to access the devices in a network. When a device is discovered during a scan of the network, PacketTrap MSP will add it to the database. However, if you incorrectly set the cre-dentials for that device (in the product), PacketTrap MSP cannot monitor and collect data from it.

In the Network Discovery Wizard, choose the correct credential for the devices in the network. PacketTrap MSP allows you to select a credential for the following protocols:

l SNMP Version 1 Credential l SNMP Version 2 Credential l SNMP Version 3 Credential l WMI Credential

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From the Network Discovery Wizard, you can add new credentials to the Encrypted Credential Store by clicking the Managing Credentials link. For more information about credentials, see Managing Credentials.

See Also

Adding Devices by Deploying Agents

The Deploy Agent Wizard allows you to select one or more devices where you can deploy a local or remote agent. Agents can only be deployed to Windows-based machines running Win-dows XP, WinWin-dows Vista, or WinWin-dows Server 2003. As you work through the different screens of the wizard, you will select the device where you want to install the agent, determine if SNMP in enabled on the device, learn the status of that device (if it will support an agent deployed on it), set and manage the device's credentials, set the telnet/SSH credentials in order to connect to the device.

For more information about the minimum system requirements the agent device needs to meet, such as which ports you need to open, seeDevice and Collection Agent System Require-ments.

2. In the Add Devices Wizard, select Add Devices By Deploying Agents and click Next. 3. In the Deploy Agent Wizard, type a CIDR, DNS, IP/SubnetMask or range of IP addresses in

the Enter Targets field.

4. Click Next.NOTE: This process may take a few moments to complete.

5. In the Connectivity Results screen, select a device in the list.NOTE: Check the Status col-umn for information about the devices that were discovered. If the returned results have a "Fail" status, you may not be able to select that device.

6. Click Next.

7. Select a preferred credential and type a username and password. You can create a new credential by selecting (new credential) in the drop-down list.

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9. In the Set Telnet/SSH Credential screen, select the device on which you are installing an agent and click Set Preferred.

10. Click Next.

11. In the Results screen the Results screen will notify you if the Telnet/SSH credential for the device is valid.

12. Select a device with the correct WMI credential so that you can monitor and collect spe-cific Windows-based data.

For more information, seeMonitoring Your Devices by WMI.

NOTE: Use the Manage Credential link on this screen to edit your existing credentials or to create a new credential. For more information, see Managing Your Credentials. 13. Click Next. The agent will now be deployed to the device. You can view the log in the

agent deployment status. 14. Click Finish.

See Also

l Monitoring Your Devices by Deploying Agents l Benefits of Deploying an Agent

Benefits of Deploying an Agent

You will experience the following benefits when you deploy an agent on a machine:

l An agent captures and monitors all data from a machine eliminating the need to enable

SNMP or WMI on a device.

l You can use the Patch Management feature.

l You can remotely gain access to a machine using Expert Assist.

l Increase a machine's performance by decreasing the amount of traffic between devices. l Increase the quality of monitored data by missing fewer monitoring intervals than a

SNMP connection.

l Gives you remote access to various mobile assets, such as laptops. l Increase the amount of devices that you can monitor.

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See Also

l Monitoring Your Devices by Deploying an Agent

Installing Agents Manually

You can manually deploy an agent on any windows-based machine. When you install an agent manually, you are downloading the agent software from a known location on your PacketTrap MSP server. Also, you can use the Email URL feature to deploy an agent to all the desktops in a network. By emailing the location of the agent software to each desktop owner, they can down-load the agent software onto their desktops.

2. In the Add Devices Wizard, select Add Devices By Deploying Agents. 3. Click Next.

4. In the Deploy Agent Wizard, click Install Manually.

5. In the Manually Deploy Agent dialog, select an operating system and do one of the fol-lowing:

l Click Copy URL to download the agent software from a known location on your

PacketTrap MSP server.

l Click Email URL to send the location of the agent software to all the desktops in a

network. 6. Click Close.

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See Also

l Adding Devices by Deploying an Agent

Managing Credentials

The Encrypted Credential Store is a secure repository of SNMP, WMI, and SSH credentials shared by all tools and gadgets which require them. It uses standard AES 256-bit encryption. Selecting the correct credentials is essential in order for PacketTrap MSP to access the devices in your network. When a device is found during Network Discovery, PacketTrap MSP will add it to the database. However, if you incorrectly set the credentials for that device in the Network Discovery Wizard, PacketTrap MSP cannot monitor and collect data from it.

In the Encrypted Credential Store, you can store credentials for the following protocols:

l SNMP Version 1 Credential l SNMP Version 2 Credential l SNMP Version 3 Credential l WMI Credential

l Telnet SSH

From the Network Discovery Wizard, you can add new credentials or edit existing credentials by clicking the Managing Credentials link.

1. Click Credentials from tree options in Devices. 2. In the Credentials window, click New.

3. From the drop-down list next to Type select the type of credential protocol you wish to configure and save. The configuration of each of the three choices displayed is described in the following three sections.

4. Click Save.

5. Click Assign, and then in the Select Devices window, select one or more devices to assign the credential to those devices.

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Applying Smart Policies to Devices

When you run a network discovery, PacketTrap MSPcreates an intelligent profile of a device and assigns it to a pre-configured policy called a Smart Policy. A Smart Policy is a product default policy made up of recommended monitors and data gathering time intervals appro-priate to a specific type of device, such as a wireless device or desktop device. For example, PacketTrap MSP assigns a desktop computer to the Desktop Policy, which monitors data specific to desktops such as CPU, memory, and disk volume. Applying Smart Policies during Network Dis-covery will save you time by automatically assigning all the devices discovered in a site's net-work to a qualifying Smart Policy.

You can edit Local and Global Smart Policies in the Edit Policy window; however, you cannot delete a Global Smart Policy.

Smart Policies in your product include:

l Default Policy

NOTE: A device is applied to the Default Policy when PacketTrap MSP cannot identify what type of device it is. For example, during network discovery, if PacketTrap

MSP cannot identify a device's description, OID, or which services are running on it, that device is assigned to the Default Policy. In the Default Policy, all monitors are selected to cover a wide range of devices to make sure that data is monitored and collected from these devices. It is recommended that you migrate these devices from the Default Policy to the appropriate Smart Policy.

l Networking Policy l Server Policy l Desktop Policy l Wap Policy

l VMware Host Policy

Applying the default Policy to Devices

By selecting the Default Policy option in the Network Discovery Wizard, you are assigning the discovered devices to the Default Policy (only the devices that you selected on page 2 of the Net-work Discovery Wizard are applied to it). After the netNet-work discovery process is complete, you

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can reassign devices in the default policy to a different smart policy or to a policy that you created.

See Also

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Monitoring Devices

In this section you will learn more about how PacketTrap MSPmonitors the devices in a net-work.

l Monitoring Your Devices by SNMP l Monitoring Your Devices by WMI

l Monitoring Your Devices by Deploying an Agent l Collecting Syslog, NetFlow, and SNMP Traps Data

Monitoring Your Devices By SNMP

Simple Network Management Protocol (SNMP) is an Internet-standard protocol for managing devices on IP networks. SNMP allows you to collect data from all types of devices, such as desk-tops, servers, routers, and switches, across any operating system. When you enable SNMP on a device and provide the correct credentials, PacketTrap MSP can monitor that device and collect data from it. PacketTrap MSP uses SNMP to gather much of the device performance infor-mation from a network.

If you choose to monitor your devices by SNMP you must first do the following:

l Enable SNMP on all the devices that you want to monitor. l Assign a credential to the device in PacketTrap MSP.

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See Also

Monitoring Your Devices by WMI

Windows Management Instrumentation (WMI) is a programming interface (API) in the Win-dows operating system that enables devices and systems in a network, typically enterprise net-works, to be configured and managed. WMI is based on Web-Based Enterprise Management (WBEM), which stores all definitions in a Common Information Model (CIM) database. WMI allows network administrators to query and set information on workstations, applications, and networks and can also be used to access the Active Directory.

Similar to SNMP, monitoring your devices by WMI allows PacketTrap MSP to collect the fol-lowing data from Windows-based devices:

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l Active Directory l Windows event logs l Windows services l Hardware Inventory

The following diagram shows how PacketTrap MSP monitors your devices by WMI.

See Also

l Enabling WMI on Windows Devices

Monitoring Your Devices by Deploying Agents

You can choose to deploy one or more agents to your site for monitoring and collecting data. Agents can be deployed to all Windows, Mac, and Linux devices. PacketTrap MSP can only mon-itor devices such as routers, switches, and printers need to monmon-itor by SNMP.

A collection agent is the device responsible for monitoring and collecting data from devices that cannot host an agent, such as a router. You can only deploy a collection agents to a win-dows-based machine. If you deploy an agent to a Mac or Linux device it can only monitor itself and cannot monitor other devices.

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NOTE: You do not need to enable SNMP or WMI on an agent machine.

The following diagram shows how PacketTrap MSP monitors your devices by deploying an agent. Note that each desktop and server in this image has an agent deployed on it.

See Also

l Benefits of Deploying an Agent l Adding Devices by Deploying Agents

Collecting Syslog, NetFlow, and SNMP Traps Data

You must log on to the device to configure it to collect syslog, NetFlow, or SNMP Traps data. When you configure the device, you must tell it to export or send the data to the IP address of the collection agent that is monitoring the device.

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Additionally, when you collect Syslog and SNMP Traps data from devices, you must make sure that the Syslog Listener and SNMP Traps monitors are configured for the policy or policies to which the devices are assigned.

Enabling NetFlow

You must enable NetFlow on your devices and configure it to export its data to the collection agent that is monitoring NetFlow.

Opening Ports for NetFlow, Syslog, and SNMP Traps

In order to collect, syslog, NetFlow, and SNMP Traps data, you must make sure that you open the following ports on the devices from where you are collecting this data.

l 514 (UDP) - Syslog collector l 61 (UDP) - SNMP Trap collector l 2055 (UDP) - NetFlow collector l 6343 (UDP) – sFlow collector

NOTE: You only need to open one port for NetFlow. If port 2055 is in use by another device, you can select an alternate port to open.

The following diagram shows how PacketTrap MSP collects syslog, NetFlow and SNMP Traps data.

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See Also

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Using Dashboards

Overview

The Dashboard view is a network management dashboard that displays a high-level overview of network performance, fault management, and device availability across all sites' networks. It provides you with critical device information, such as CPU load, network interface traffic, latency, and other key performance indicators (KPIs), which can expose devices that are not working as expected and reveal problem areas in a network. You can continuously monitor key assets of a network to make sure that it is always running at peak performance.

In the Dashboard view, you can do the following:

l Monitor device availability, CPU load, memory, disk space utilization, network interface

traffic, network latency, and packet loss.

l Perform advanced monitoring of running services, process availability, and performance

counters for MS Exchange, SQL, Active Directory.

l Make an inventory of gadgets include charts, gauges, lists, text, and web links. l Compare networks between sites.

l Create a custom view by dragging and dropping gadgets. l Restore the default dashboard settings.

NOTE: When you select to restore the default settings, all the gadgets and tabs that you created will be deleted from the Dashboard view. The restored default setting includes only the Top-Ten and Alerts and Logs dashboards.

l Touring the Dashboard View User Interface l Customizing Your Dashboard

l Adding Dashboard Tabs l About Gadgets

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l Creating Custom Gadgets l Editing Gadgets

.

Touring the Dashboard View User Interface

The Main Elements of the Dashboard View

1

The Dashboard Menu Tab: Use the main menu tabs to navigate through the product. You can click the Dashboard tab to navigate to your dashboard from any place in the product.

2

Dashboard Menu Buttons: Use the menu buttons for the following:

l Adding new dashboard tabs.

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l Restoring the product defaults to your dashboard. NOTE: This action will remove all

gadg-ets and tabs that you added from the dashboard.

l Refresh the data in your gadgets.

3

Dashboard Navigation Tabs: Each tab represents a unique dashboard. Click a dashboard name to navigate to that dashboard.

4

Right-Click Menu Options: Use the right-click menu options to customize the Dashboard view.

5

Divider Bar: The Divider Bar allows you to adjust the size of each column. To activate the divider bar, place your cursor in the space between the columns. Click and hold the divider bar to move the columns left or right.

6

Gadget: The information displayed in a gadget will vary from gadget to gadget. You can do the following in a gadget:

l View the performance and activity of one or more devices in a network. l Filter the data by clicking a column header.

l Edit the way in which data is displayed in a gadget.

l Move the gadget up in the Dashboard view when you click the gadget title bar. l Remove the gadget from your dashboard by clicking the Close link.

Customizing Your Dashboard

You can customize your dashboard by doing the following:

l Create new dashboard tabs to organize your gadgets. For example, you can create a new

dashboard that will display only gadgets that are related to call path data.

l Add new standard gadgets or add custom gadgets that you created. l Edit or remove any of the existing tabs or gadgets.

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l Move gadgets around in the Dashboard view using drag and drop functionality. You can

also click on the gadget title bar to move it up on a dashboard.

l Resize the widths of columns and gadgets by moving the divider bar left or right.

Every PacketTrap MSP user can customize his or her own dashboard to fit their needs. The dash-board that you customize will be available to view only by you. Other PacketTrap MSP users can-not see your customized dashboard.

Dashboard Tab Right-Click Menu Options

You can use the right-click menu options to manage the tabs and gadgets on each dashboard.

l Configure Columns

Defines the number of columns on a dashboard. Existing gadgets on the dashboard are automatically resized based on the number of columns you select.

l Clear Gadgets

Removes all gadgets from the selected dashboard.

l Rename Tab

Changes the name of the selected dashboard tab.

l Close Tab

Permanently removes the selected dashboard and all the gadgets contained within it.

See Also

l Adding Gadgets to Your Dashboard l Adding Dashboard Tabs

l Creating Custom Gadgets l Editing Gadgets

About Gadgets

The Dashboard view offers a wide range of gadgets to present any data being collected about your network. Every gadget takes you through a similar and intuitive configuration wizard that allows you to easily and quickly set one up.

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The following table lists all the available gadgets to add and view on a dashboard. Click a gadget name for more information.

Gadget Name Description Location of Gadget

Active Directory Monitors the performance counters for the active directory server.

Application Per-formance Alerts In Process Displays a detailed list of triggered alerts. Alerts and Logs Average Latency Chart Displays the average latency of one or more nodes

by charting the ping results.

Device Availability

Average Latency Gauge Displays the average latency of a node based on response time and average packet loss.

Device Availability

Average Latency List Displays the average latency of a list of one or more nodes by showing the response time and a color indi-cator bar.

Device Availability

Average Latency Text Displays the average latency of a node by changing the color of the text to green or red.

Device Availability

Configuration Backup Displays the current device configuration file and allows you to compare it to a previous configuration file.

Alerts and Logs

Call Path Jitter Chart Monitors call path jitter via IP SLA on Cisco routers. VoIP Call Path Latency Chart Monitors call path latency via IP SLA on Cisco

routers.

VoIP

Call Path MOS Chart Monitors call path MOS via IP SLA on Cisco routers. VoIP Call Path Packet Loss

Chart

Monitors call path packet loss via IP SLA on Cisco routers.

VoIP

Call Path Statistics Monitors call path statistics via IP SLA on Cisco routers.

VoIP

CPU Chart Monitors the CPU usage percentage of a device. Device Performance CPU Gauge Monitors the CPU usage percentage and average

usage percentage of a device.

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Gadget Name Description Location of Gadget

CPU List Monitors the CPU usage percentage of one or more devices within a network.

Device Performance

CPU/Memory Chart Monitors the CPU and memory usage percentage of a device.

Device Performance

CPU/Memory Gauge Monitors the CPU and memory usage percentage of a device.

Device Performance

CPU/Memory List Monitors the CPU and memory usage percentage of one or more devices.

Device Performance

CPU/Memory Status Monitors processor and memory usage. Device Performance Device Alerts - Active Displays the alerts triggered for any given device. Alerts and Logs Device Alerts - All Displays the alerts triggered for any given device. Quest System Info Device Notes Displays notes about any given device. Quest System Info Dial Manager

Con-figuration

Displays dial manager configuration via IP SLA on Cisco routers.

VoIP

Dial Manager Phone Chart

Displays dial manager phones via IP SLA on Cisco routers.

VoIP

Dial Manager Reg-istration Status

Displays dial manager registration status via IP SLA on Cisco routers.

VoIP

Disk Volume Chart Monitors the disk utilization on a hard drive of a spe-cific device

Device Performance

Disk Volumes Monitors the disk utilization of each drive as a per-cent of capacity for a device

Device Performance

Installed Applications Displays installed applications via SNMP (some devices will require Telnet or SSH)

Device Performance

IP Configuration Displays the IP Configuration information for a device.

Device Performance

IP SLA Overview Displays dial manager registration status via IP SLA on Cisco routers.

VoIP

Memory Chart Monitors the memory usage percentage of a device. Device Performance Memory Gauge Monitors the memory usage percentage and aver- Device Performance

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Contents

Overview

Getting Started

Running Network Discovery

Monitoring Devices

Using Dashboards

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