ServicePilot monitoring software installation


FAQ




First steps with ServicePilot

Welcome to the ServicePilot application! Here are a few questions (and answers!) you might need when first starting with ServicePilot software.

ServicePilot is a monitoring solution for applications, databases, servers, network and VoIP elements. It supports proactive and reactive data collection to allow users to monitor the health of an enterprise environment, issue alerts, query gathered statistics and produce reports.

Before you download and install ServicePilot, check that your system meets some basic requirements. The following are minimum requirements for a basic monitoring system. More powerful hardware or virtual machines will be required depending on the amount of data to collect and the concurrent usage expected.

Please ask ServicePilot Technologies for more details if your monitoring requirements are known.

ServicePilot Manager server

  • 8 core CPU
  • 16GB RAM
  • High performance hard disk with enough space to store ServicePilot data - 250GB
  • 64-bit Windows server
  • .NET framework >= 4.5.1
  • Latest 64-bit JRE

ServicePilot Agents

ServicePilot Agents require very little CPU, RAM and hard disk space. To install a ServicePilot Agent, as an administrative user of the ServicePilot web interface, go to Administration > Agents and select “Install an agent”. The “Agent Details” button allows brings up a list of agent capabilities depending on the agent installed.

Following are the software pre-requisites.

Windows
  • .NET 4.5 - Full Agent
  • .NET 4.0 - Limited Agent
  • .NET 3.5 - Limited Agent
Linux
  • Kernel >= 2.6
  • A DEB or RPM based Linux distribution
  • openssl library
  • libpcap library
  • Download the executable file for the Servicepilot Technologies web site customer portal. ServicePilot engineers may also provide the installer if you are trialling the ServicePilot solution.

  • Follow the Install ServicePilot Manager (On-premise only) video to complete the installation of the ServicePilot Manager software.

  • If you wish to monitor:

    • Windows applications
    • Windows hosted log files
    • Windows servers
    • Linux servers
    • Remotely collected network traffic
    • All other data not accessible to the ServicePilot Manager serverYou may follow the Install ServicePilot Agent video to install ServicePilot Agents that will collect and send data back to the ServicePilot Manager.

The application will be installed to the following default directories:

Operating SystemDirectory
WindowsServicePilot Manager and Agent:
C:\Program Files (x86)\ServicePilot
with support executables
C:\\Program Files (x86)\wkhtmltopdf
LinuxServicePilot Agent:
/usr/bin/spagent
/etc/spagent
/var/log/spagent.log

}

To install ServicePilot you need administrative privileges for the machine on which you are installing the software. ServicePilot will then run using the local system account. Administrators of ServicePilot will need administrative privileges for the machine on which ServicePilot software is installed to start, stop, or upgrade the software.

Users of ServicePilot will need a username and password to access the ServicePilot web interface. These usernames and passwords might be linked to a Microsoft Active Directory or other LDAP server or managed by the ServicePilot Manager internally.

Depending on the monitoring performed credentials to access remote systems will need to be provided to ServicePilot.

The username is admin. Other administrators may be added and the admin user removed provided there is always at least one administrative user.

The password is admin. When first logging in to the ServicePilot web interface, a warning will be issued until this password is changed.

For security, it is recommended that you change the default administrator password as soon as possible. Follow the steps below:

Windows

The ServicePilot Manager and ServicePilot Agent services may be started and stopped using the provided ServicePilot Setup Console. These services will be automatically started during boot. This console can also perform initial configuration and allows the administrator to view the state of the ServicePilot components.

Start ServicePilot Setup Console

If the ServicePilot Setup Console not running then it may be started by running C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise\Console.exe with escalated administrative privileges.

The ServicePilot Setup Console may be run from the ServicePilot ISM system tray icon by selecting Launch Console.

Stop and start the ServicePilot Manager from the Manager tab.

Stop and start the ServicePilot Agent from the Agent tab.

Linux

The ServicePilot Agent registers itself as a Linux daemon. Start and stop the spagent daemon using the standard commands based on your Linux distribution.

Follow these steps:

  • Log in to the ServicePilot Manager web interface as an administrator.
  • Click the gear icon at the top right of the web page to go to ServicePilot Administration.
  • Click on the “Configuration” menu and select the “Email server” item.
  • Set a SMTP server IP address, From email address, To email address.
  • Click on the “Advanced” checkbox to add further SMTP server settings that might be required.
  • Click “Save” to save your changes.
  • Click “Test” to bring up a test dialog box allowing you to send test emails to verify your connection.

Troubleshooting SMTP issues

Some email servers now require more authentication before accepting email for delivery. You might need to enable a less secure access method or provide an application specific password for your SMTP service to allow ServicePilot to be able to send email.

Packages provide templates that tell ServicePilot how to monitor a type of equipment. When packages are added to ServicePilot configuration, these are added as resources. A resource can be thought of as a configured instance of a package template.

When adding resources to monitor in the ServicePilot Manager web interface, documentation is provided which is package specific. This documentation might provide further instructions about connectivity to the monitored device, access credentials required or complementary packages that need to be correct for the monitoring to function correctly.

ServicePilot presents web pages that can contain customer icons and graphics. To use these graphics in the ServicePilot web interface, place JPEG, GIF, PNG or SVG files in the running configuration <Work Folder>\Pictures directory.

The ServicePilot Manager may serve custom web pages to users of the ServicePilot web interface if the HTML files are placed in the running configuration <Work Folder>\Web directory.

If files are added, ServicePilot Manager will need to be restarted to re-index these files and make them available.

ServicePilot comes with many built-in packages. ServicePilot configuration can customize how these templates are used to monitor resources. However it is possible to extend ServicePilot capabilities using custom packages for new or specialized equipment.

Custom packages are created by ServicePilot and are applied by placing them in the running configuration <Work Folder>\Packages directory.

ServicePilot makes backups of configuration and data automatically that can be copied off the ServicePilot Manager server. However customer custom configuration should be included to create a complete backup.

Backup ServicePilot configuration

Copy the following files and directories to create a backup of the configuration:

  • The ServicePilot licence key and other ServicePilot Setup Console settings.
  • <Work Folder>\AgentsData
  • <Work Folder>\Conf\servicepilot.conf
  • <Work Folder>\Conf\*.yml
  • <Work Folder>\Packages
  • <Work Folder>\Pictures
  • <Work Folder>\Web
  • <Work Folder>\Pdf
  • <Work Folder>\Backup_20xx_xx\adminsp\_20xx-xx-xx.csv (the latest backup of the adminsp database as long as no further configuration changes have been made since is sufficient)

Backup ServicePilot data

The ServicePilot data is saved in the running configuration configuration’s work folder. Back up the following directories:

  • <Work Folder>\Backup_20xx_xx

Restore ServicePilot configuration

Follow these steps:

  • Install ServicePilot, if not already in place
  • Stop ServicePilot Manager
  • Restore all of the configuration to a new empty work folder
  • Set the configuration work folder in the ServicePilot Setup Console to the newly restored directory

  • Start the ServicePilot Manager

Restore ServicePilot data

The ServicePilot data can be re-added to the running database by using the ServicePilot Setup Console. Follow these steps to restore the data:

  • Make certain that the ServicePilot configuration has been restored and the data that is about to be restored is not already in the running configuration
  • Copy the Backup_20xx_xx directories to the running configuration work folder
  • Start the ServicePilot Setup Console
  • Select Tools > Restore to bring up the Restoration Tool
  • Select the data to be restored. If the data inclues VoIP call records then specify the pattern to indicate if the phone number is considered an internal phone number with a positive match.
  • Click Restore to start the process

NOTE: Restoring can take a considerable amount of time.

It is strongly recommended to create a backup before starting the update process. A quick backup involves stopping ServicePilot and making a complete copy of the running configuration work folder.

IMPORTANT: Ask ServicePilot Technologies if the database format has changed before starting an upgrade. A backup of ServicePilot configuration and data will be required in this case.

To upgrade the ServicePilot software:

  • Stop the ServicePilot Manager and Agent
  • Stop the ServicePilot Setup Console
  • Stop the ServicePilot ISM system tray
  • Run the new ServicePilot installer
  • Install the ServicePilot Manager service in the ServicePilot Setup Console
  • Start the ServicePilot Manager

The ServicePilot web interface can be served using HTTPS by enabling this ability in the running configuration and restarting the ServicePilot Manager. A self-signed certificate will be used by default. Although this certificate is fine for testing and development purposes, you will usually want to use a valid SSL certificate for production use. You can either generate this on your own or you can purchase one from a commercial certificate authority.

NOTE: ServicePilot Agents communicate with the ServicePilot Manager using HTTP or HTTPS. If HTTPS is enabled or the ServicePilot Manager web interface port is changed then all ServicePilot Agents will also need to be re-configured and restarted.

Once you obtain the certificate and certificate key files, you will need to update your server to use them. Follow these steps to activate SSL support:

  • Obtain or convert your server certificate and private key in to a password protected PKCS12 file
  • Place this file in the running configuration <Work Folder>\Web directory
  • Open the ServicePilot web interface and log in as an administrator
  • Click on the Administration cog-wheel in the top right of the web page
  • Click on the “Configuration” menu and select “Edit configuration”
  • Click on the “Expand” button
  • Add the following information to the general section:
  • Save the configuration using the “Save” button
  • Restart the ServicePilot Manager using the “Restart” button
  • Once the ServicePilot Manager is restarted, try logging in to the web interface using HTTPS

All ServicePilot Agents will need to be configured to use the newly secured communication. On each machine with a ServicePilot Agent, including the server on which the ServicePilot Manager is installed, run the following procedure.

Windows

  • Open the ServicePilot Setup Console
  • Go to the Agent tab
  • Stop the ServicePilot Agent
  • Set the correct port number
  • Check the HTTPS checkbox
  • Start the ServicePilot Agent

Linux

  • Stop the spagent daemon
  • Edit the /etc/spagent agent configuration file to include the correct port and indicate that HTTPS is being used
  • Start the spagent daemon

The ServicePilot Manager web interface can be presented in English, French or Spanish. The language of the interface presented is based on your web browser’s language order preference. If French or Spanish is not present in this language preference list then the interface will default to English. Add or change your language preference to your browser settings and refresh the ServicePilot Manager web pages to see the web pages in your preferred language.

ServicePilot Manager and the Windows ServicePilot Agent store their log files in the C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise\Logs directory. The Linux ServicePilot Agent stores its logs in the /var/log/spagent.log file.

Consult these files for errors with configuration or communication between the ServicePilot components and monitored devices. Often passwords, IP addresses or port numbers are incorrectly configured when adding monitored equipment. View these logs to see these access errors.

If ServicePilot returns HTTP 429 error codes when viewing web pages this normally indicates that the ServicePilot database is overloaded. Too many people are trying to obtain information or too many concurrent complex queries are being made of the system. Please wait and try again later.


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