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jcasteel

internal monitor not alerting - Status not displaying everything from query results

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I have several internal monitors that aren't giving complete results. The systems it displays under query results don't match the actual monitor results (status tab). for instance, I have a server down monitor and had 9 servers go down yesterday due to a fiber cut, but got no alerts. The impacted servers were showing under query results. Can anyone point me in the right direction for solving this issue? The query is pasted below: 

 

Create Temporary Table Tcomp (INDEX (Computerid)) SELECT SubGroupwchildren.computerid,SubGroupwchildren.GroupID,Mastergroups.Priority  FROM SubGroupwchildren JOIN Mastergroups USING(groupid) WHERE  FIND_IN_SET(SubGroupwchildren.groupid,'10004') AND SubGroupwchildren.ComputerID NOT IN (Select ComputerID from AgentIgnore Where AgentID=20004);Select DISTINCT 'C',computers.computerid,computers.Name as ComputerName,Convert(CONCAT(clients.name,' ',locations.name) Using utf8) As Location, heartbeatcomputers.`LastHeartbeatTime` as TestValue,computers.name FROM ((heartbeatcomputers LEFT JOIN Computers ON Computers.ComputerID=heartbeatcomputers.ComputerID) LEFT JOIN Locations ON Locations.LocationID=Computers.Locationid) LEFT JOIN Clients ON Clients.ClientID=Computers.clientid JOIN AgentComputerData on Computers.ComputerID=AgentComputerData.ComputerID WHERE heartbeatcomputers.`LastHeartbeatTime` < DATE_ADD(NOW(),INTERVAL - (SELECT heartbeatdbupdateinterval *6 FROM advancedconfig)SECOND) AND  (computers.computerid in(select computerid from computerconfig where computerconfig.heartbeatenable=1) and lastcontact < date_add(now(), interval -6 minute))  AND Computers.ComputerID IN (Select Distinct ComputerID From Tcomp); Drop TEMPORARY Table if exists Tcomp;

Edited by jcasteel

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the difference between the status tab and the query results tab is that the status tab is "what it looked like last time it ran"
and the query results tab is the current state "right now"

Could you paste the entire sql from the query results page ?

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do the servers appear as expected entries on the history tab?

either way .. check the targettab and then manually open the related/all groups on the list and check the internal monitors tab, the alert template. ensure those are right

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1 minute ago, WesleyNZ said:

do the servers appear as expected entries on the history tab?

either way .. check the targettab and then manually open the related/all groups on the list and check the internal monitors tab, the alert template. ensure those are right

Yes, they display in history. I'll check those and report back. Thanks again! 

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24 minutes ago, WesleyNZ said:

do the servers appear as expected entries on the history tab?

either way .. check the targettab and then manually open the related/all groups on the list and check the internal monitors tab, the alert template. ensure those are right

Ok so using this Offline server monitor as an example. The group that is referenced under "monitoring target" is "server Monitoring.Offline Server"

When I check that group, the member list contains all servers and under Internal Monitors the monitor in question is set to enabled. Alert Template = "default - Create Automate Ticket" 

 

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then it sounds like it should be creating a ticket .. can you go to the clients (or machines) properties and check the tickets tile/tab for a related ticket there ?
 

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8 minutes ago, WesleyNZ said:

then it sounds like it should be creating a ticket .. can you go to the clients (or machines) properties and check the tickets tile/tab for a related ticket there ?
 

OK so i feel like a dunce... There are tickets there from yesterday for the downed servers, but we don't use Automate for ticketing and they should have been pushed to Manage. So that's what needs to be fixed. 

So I fell down a rabbit hole assuming that what's shown on the Status tab should reflect what's shown on the Query results tab, but that is clearly not the case? 

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Yup, most users dont use automate for ticketing .. but the way it works is that automate logs a local ticket first .. and then the plugin syncs it to manage.
So anyways .. your problem is the sync  by the looks :)
 

So, open the plugin and check the client is mapped correctly.
in control centre go SYSTEM - Connectwise Manage and check the client mappings and check ticket sync there. dig there.

Have ANY tickets for this particular client shown in manage ?

And those two tabs relate but they're not the same no. the first is "last time it ran" which depends on the schedule on the config tab and the query results tab is always live data (what will alert next time the monitor runs)

Edited by WesleyNZ

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