Version 9.3.0 (10 aug 2021)

ServicePilot Documentation

Agents

What is a ServicePilot Agent?

ServicePilot Agents are designed to collect monitoring data from various sources and send this data to ServicePilot. ServicePilot Agents require minimal configuration. All they need is web access to ServicePilot and an API Key to secure the communication. All further configuration is done through the ServicePilot web interface.

ServicePilot SaaS Agents

When deploying a ServicePilot Agent for use with SaaS ServicePilot, an HTTPS connection is made from the ServicePilot Agent to ServicePilot in the Cloud. Web proxy might be set in the Windows ServicePilot Agent if this is required to access the Internet.

ServicePilot Agent On Premise

ServicePilot Agents for On Premise ServicePilot

When deploying a ServicePilot Agent for an On Premise installation of ServicePilot, the FQDN of the ServicePilot Manager will need to be configured in the Agent. The Agent will communicate using HTTP or HTTPS with the ServicePilot Manager.

ServicePilot Agent for SaaS ServicePilot

How many ServicePilot Agents should be installed?

There is always a requirement for at least one ServicePilot Agent, as virtually all data collection is performed by agents. The number of agents required depends on the type of monitoring the agents are asked to perform and if the agents can access the data required. Agents can collect data from the server on which they are installed. Some data collection can only be performed on the same host as a ServicePilot Agent.

ServicePilot Agents collecting local data

Agents can also obtain data from other devices and listen for events that are pushed to them, provided that network access to other devices is not blocked.

ServicePilot Agent collection remote data

To see if a ServicePilot Agent needs to be installed on the same server from which it will collect data, see the Local collect column in the Licenses - Agent details table in the ServicePilot web interface.

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup Settings menu setup
3. Click on Agents > Install Agents Install icon
4. Click on the Agent Details Agent Details button

ServicePilot Agent proxy for access to ServicePilot

If ServicePilot Agents are not allowed to communicate with ServicePilot based on firewall restrictions, a ServicePilot Agent proxy can be deployed. This ServicePilot Agent proxy will act as a gateway and concentrator between the ServicePilot Agents and the ServicePilot Manager. Only the ServicePilot Agent proxy needs to be given access to the ServicePilot Manager while the ServicePilot Agents will be configured to send traffic to the proxy. From a security standpoint, this setup might be preferable but note that this introduces a new possible failure point.

Agents communicating with ServicePilot via ServicePilot Agent proxy

Please contact our ServicePilot support if you want to setup a ServicePilot Agent proxy.

ServicePilot Agent collection capabilities

Different ServicePilot Agents have different collection capabilities. To see what the Enterprise Agents can do, take a look at the Agent Details web pages:

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup Settings menu setup
3. Click on Agents > Install Agents Install icon
4. Click on the Agent Details Agent Details button

ServicePilot Enterprise Agents

These Enterprise Agents collect data from servers on which they are installed or from other devices. The Agents may also receive unsolicited event data if they are configured to do so.

The ServicePilot Windows Agent uses the Microsoft .NET framework.

The ServicePilot Linux Agent has been compiled for currently supported RedHat and Debian based x86 and x64 distributions as well as 32-bit Raspberry Pi OS on ARM.

ServicePilot Endpoint Agent

The ServicePilot Endpoint Agent is designed to collect hardware and software inventory from Windows workstations.

ServicePilot Developer Agents

Statistical data on the number and type of web calls made in Puppeteer, JavaScript in web browsers and Node.js applications may be collected. These integrations require instrumenting the code in question to send ServicePilot details of the calls.

Open source Agent integration

The ServicePilot Windows Agent may act as a gateway to a number of open source agents, so providing ServicePilot with the data collected by these agents.

ServicePilot Status Monitor

The ServicePilot Status Monitor is not an agent used to collect data, instead it is an extension to the ServicePilot web interface for ServicePilot users to see the current number of elements with alerts on the Windows desktop.

The ServicePilot Status Monitor can be downloaded from the User menu.

Download ServicePilot Agents

Download SP agent

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup
3. Click on Agents > Install
4. Select the Agent to install and follow the instructions under Get started

Obtaining a ServicePilot API Key

ServicePilot Agents communicate with ServicePilot using an API Key. Multiple API Keys may be created and used but each Agent needs to be configured with a valid write capable API Key. To view the API Keys that can be used, go to the Keys web page:

Obtain API key

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Setup
3. Click on Agents > API Keys
4. Note an API Key with Write authorization

Installing a Windows ServicePilot Agent

After downloading the ServicePilot Agent, double-click on the file to run the installer. At the end of the installation, the ServicePilot Setup Console is opened. Set the parameters so that the ServicePilot Agent can communicate with ServicePilot, then start the Agent. The console may be closed once the Agent is communicating correctly with ServicePilot.

Parameter Description
API Key A write authorized API Key as found in the list of API Keys listed above
Remote Command Do not enable this parameter unless a monitored resource requires this ability. Package descriptions will indicate when this is required.

Windows Agent parameters 1

Parameter Description
Use proxy If access to ServicePilot requires a web proxy then enable this option and complete the proxy address and port fields
Address Specify the IP Address of the proxy
Port Specify the port of the proxy
Username Specify a username to allow proxy access, if required
Password Specify a password to allow proxy access, if required

Windows Agent parameters 2

Installing a Linux ServicePilot Agent

After downloading the ServicePilot Agent, make sure that the file is executable and become root to be able to run the self-extracting archive. At the end of the installation, the script will ask for an API Key. Set the parameters so that the ServicePilot Agent can communicate with ServicePilot. You may stop and start the splinuxagent service using your Linux distrbution's standard commands.

# chmod +x servicepilotlinuxagent.run
# ./servicepilotlinuxagent.run

Creating directory _agent_files
Verifying archive integrity...  100%   All good.
Uncompressing ServicePilot Linux Agent Package  100%
This is RedHat based distro
64 Bit
Enter API KEY

10000000-0000-0000-0000-000000000000

Run in debug mode? [default: n]

n

Enter ServicePilot Agent Log Path [default: '/var/log/']

/var/log/

SP Agent Started.
LinuxAgent started

#

Check that a ServicePilot Agent is working

To make sure that the ServicePilot Agents are communicating correctly with ServicePilot, open the Agents web page:

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Agents Agents menu
3. The Agent should appear in the list with either a yellow or green status and a Last seen value within a few seconds. A yellow status indicates that the Agent has yet to be given anything to do. Agent list

ServicePilot Agent logs

ServicePilot Agent logs may indicate connectivity errors between the ServicePilot Agent and ServicePilot or they may indicate issues obtaining data from devices. These Agent logs are particularly interesting if monitoring does not appear to work between the Agent and remote devices due to bad access credentials.

Open the Agent logs with a text editor:

Windows Agent logs

C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise\Logs\ServicePilotAgent.log

Linux Agent logs

/var/log/servicepilotagent.log
/var/log/spgoagent.log

Uninstalling a ServicePilot Agent

If a ServicePilot Agent is no longer required, it can be uninstalled.

Check if an Agent is being used

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Agents Agents menu
3. If an Agent is not used, the status will be yellow meaning that it is not configured. If the Agent is still being used, clicking on the blue magnifying glass will show the Agent details including the Agent data. This will list the resources that are currently using this Agent. Agent list

Uninstalling a Windows ServicePilot Agent

To uninstall a Windows ServicePilot Agent successfully, make sure that it is stopped before removing it.

1. Stop the ServicePilotAgent service
2. Stop the ServicePilot Setup Console if it is running
3. Uninstall the ServicePilot Agent from the Windows Programs and Features control panel
4. Optional: you may delete the C:\Program Files (x86)\ServicePilot directory if you do not want to keep the Agent logs
5. Optional: if you do not want to re-install a ServicePilot Agent then you may remove the HKEY_LOCAL_MACHINE\SOFTWARE\ServicePilot Technologies registry key

Uninstalling a Linux ServicePilot Agent

To uninstall a Linux ServicePilot Agent successfully, make sure that it is stopped before removing it.

1. Stop the splinuxagent daemon using the standard commands for your Linux distribution systemctl stop splinuxagent
or
service splinuxagent stop
2. Uninstall the Linux ServicePilot Agent by deleting the installation directory. /usr/splinuxagent
3. Optional: you may delete the /var/log/servicepilotagent* and /var/log/spgoagent* files if you don't want to keep the Agent logs
4. Optional: if you do not want to re-install a ServicePilot Agent then you may remove the /etc/spagent configuration directory.

Remove uninstalled Agents from the Agent list

Until an Agent is uninstalled, removing it from the Agent list will not have the desired effect as the Agent will continue to communicate with ServicePilot and re-add itself to the Agent list.

1. Using a user with administrative privileges, log in to ServicePilot.
2. Open SETTINGS > Agents Agents menu
3. Click on the orange waste bin icon followed by the Delete button to remove an Agent from the Agent list Agent list

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