RMM Admin

Here’s why you need an RMM Admin to make life easy

Perks of outsourcing an RMM Admin 

These are times that we see many jobs getting scarce, many going back to working from the office, many shifting to permanent WFH and many trying the hybrid working model. But an MSP (Managed IT Services Provider) has been serving through the remote working model since inception. Remotely managing their client’s IT Network from the very beginning. These are companies that broke the stereotype of a break-fix model (fixing equipment after it is damaged) and moved to a proactive approach (monitoring and managing the device so that issues don’t arise).  

MSPs do this by using a tool – RMM. 

RMM is a tool that MSPs (Managed Service Providers) use to access and safeguard their client’s IT Network. 

RMM stands for Remote Monitoring and Management, it is a tool that helps MSPs remotely monitor and manage their client’s IT Network. The one who manages it is an RMM Admin. 

Wondering who an RMM Admin (RMM Administrator) is? 

Getting an RMM Admin in developed countries like the USA, UK, and ANZ can often prove to be too costly when compared to equally skilled engineers in developing countries. 

All the tasks that an RMM engineer would do sitting in the office, are done by an RMM Engineer sitting remotely anywhere else in the world.

What does an RMM Admin do? What can they help you with? 

It may seem like a simple task which involves monitoring and managing but within that, the following services are included: 

  • An RMM Admin will help in onboarding new clients
  • They’ll help manage and configure alerts 
  • They’ll do Patch Management 
  • Schedule and Automate Tasks to save time and improve efficiency 
  • Monitor devices and network performance 
  • They would monitor system core services 
  • An Admin would manage third-party integrated plugins & solutions 
  • They will patch and upgrade RMM tools 
  • They’ll also enable Scripting & Automation 
  • An Admin would take care of any vendor liaison 
  • Create/Customize Client Reports and schedule them so that the clients get their reports from time to time. 

Why do you need an RMM Admin? 

  • The MSP doesn’t need to source and hire engineers 
  • As there is no in-house engineer, the cost and time of training them reduces
  • Overall cost savings as you don’t have to spend much money on training an already trained engineer 
  • Time Savings when you consider the time saved in resource planning, training etc.

Cost Savings 

According to salary.com, the annual cost you’d incur for an L1 and L2 engineer in the USA ranges from $63,887 to $80,635 and $69,000 to $106,000 respectively. 

But at the same time when you outsource the same to a Master MSP in India, the total cost you’ll incur for an L1 and L2 engineer both would be 1/3rd of the price you pay there.  

Vendors we support

All RMMs are more or less the same or have similar basic functionalities. Our skilled engineers have expertise working on Platforms like ConnectWise Automate, N-able N-central, NinjaOne, Atera, Kaseya, Datto etc. Here’s an RMM Tool Comparison for you to decide which tool you want to finalize.

RMM Audit: 

You must have surely invested a lot in your RMM Tool but are you getting the maximum return of investment from it? How would you optimize it to its full capacity? An Audit of your RMM will give you a detailed RMM Audit report which will show the loopholes it has and what areas need rectification. 

The step following would be to rectify the loopholes that were found. 

Frequently Asked Questions

What is an RMM and a PSA?

RMM stands for Remote Monitoring and Management Tool and PSA is a Professional Service Automation Tool. You can manage an entire IT Network with an RMM whereas a PSA lets you manage tickets, and invoices and does time-tracking etc.

What is RMM Automation?

When you use an RMM tool to automate any feature like automating sending daily reports, automation to clean up the disk drive when it is 80% full or trigger notifications when a certain activity takes place etc.

What is SolarWinds RMM?

Earlier known as Solarwinds, now known as N-able N-central. N-central is the RMM Platform owned by N-able.

Is Intune an RMM?

No. Intune is a Mobile Device Management and a Mobile Application Management Software. It lets you manage apps on the device and the device on a whole but you cannot remotely perform the functions that an RMM would perform for the client. Intune lacks the ability to centrally monitor, manage and automate across multiple clients, which an RMM tool can.

What are the top RMM tools and PSA platforms for MSP?

The market leaders in the RMM Platforms are ConnectWise Automate, N-able N-central, Datto (now owned by Kaseya), Kaseya etc. Market leaders of PSA Platforms are OpenAir, Dynamics365, Autotask, ConnectWise Manage etc.

Conclusion

Infrassist uploads a new blog every week. Keep an eye on our blog section to learn more about resolutions to all your technical problems.

Connectwise Automate

ConnectWise Automate: Show details of Devices that are more than 4 years old

This solution is related to ConnectWise Automate.

One of our MSP clients had this requirement where he wanted to remove devices from his network that were more than 4 years old.

Out of the thousands of devices/nodes in this client’s IT Network, it would have been impossible to manually check the individual manufacturing details of each.

And when our team went ahead to find a solution to this, we found that there was no such report in ConnectWise Automate’s Report Manager. That is when we knew that we’d have to take this into our own hands and find a way out. And so we did.

Goal:

To check the computer devices’ age of manufacturing using ConnectWise Automate Control Centre RMM.

Steps:

Open Automate RMM, and click the Systems Option > Automation > Searches > Advanced Searches.

Here is the formula that we used to export data of devices in the network that were more than 4 years old.

[Computer.Bios.StartDate] Is less than or equal to …

Add the date that you want. Press Enter and go to the Options Tab beneath it where you will find an option to “Export all data to Excel“. This formula will give you the list of all devices that are there in the IT Network.

Here is the excel sheet that got exported. In this Excel you’ll find all data, from here you can filter and sort details using Sort and Filter or the Ascending and Descending option in the dates column.

Upcoming

We do a lot of resolutions on ConnectWise Automate, solutions that are often not there in their system but our expert team cracks it.

There are ConnectWise Automate blogs on our website that talk about C-Drive Utilization of each workstation in the network, changing the format of the Executive Summary Report that is generated and fixing the inability to download custom agents.

We upload technical blogs on our website on a weekly basis, so keep an eye on it. And click here to have a look at all the blogs that we have uploaded this far.

rmm patch update ctr office apps via policy

RMM patch update issue for click-to-run type office apps via policy

 

Continuum/ConnectWise Command

Continuum, acquired by ConnectWise company is now called ConnectWise Command. It has technologies and integrated services spanning security, backup and monitoring. The platform anticipates and tackles MSPs’ next challenges—mostly helps enterprise-grade managed service providers. It helps the IT support teams monitor, troubleshoot and manage all devices in the network.

What is this blog about?

While we were working on ConnectWise Automate, we found that RMM patches were not getting updated automatically, you always had to manually update these in the CTR type of installations.

Now to resolve this,

Go to: ConnectWise Command > Patching > Legacy Patching > Patch Policies: MS Office Support

Patching Support for Microsoft Office

When you set your patch policies, the configuration of security and critical updates for M365 is recommended.

Why?

Because the RMM agent relies on Microsoft Updates which are made available via a Windows Update.

Difference between the 2 types of Installation: MSI vs. Click-to-Run (CTR)

MSI

MSI is the legacy installation method for Microsoft Office products.

This type of installation use the Standard Windows Update Method:

  • To retrieve updates
  • Deliver the updates
  • Apply them to patch policy configuration

Click-to-Run (CTR)

Click-to-Run is a fairly new type of installation method. This is the technology used to install Office 365 subscriptions as well as most versions of Office 2013 and newer.

It is a new way to deliver and update Microsoft Office to broadband customers. Click-to-Run (CTR) uses Microsoft virtualization and streaming technologies; it does not receive updates via Windows Updates (Microsoft Updates).

To update the Click-To-Run Office version, Microsoft includes Update Options in the Microsoft Applications itself.

Therefore, Click-to-Run Office versions do not support patching through Continuum patch policies.

continuum1
Figure 1: Office Click-to-Run updates are included in the Microsoft Application

How would you know if your Office Version is MSI-Based or Click-to-Run?

The simplest method for determining the installation type is to verify if the program contains an Office Updates section. To identify that, is simple:

  1. In any MS Office application, navigate to File → Account.
  • If the installation is MSI: The no Office Updates section is visible.
  • If the installation is Click-to-Run: An Office Updates section will be visible.
Figure 2: Office Click-to-Run vs MSI-based

How to Handle Patching for Click-to-Run Installations

For Click-to-Run installations, patching is not supported through patch policy. You must ensure automatic updates are enabled in Office:

  1. In the MS Office application, navigate to File → Account.
  2. In the Office Updatessection, locate the Update Options menu (see Figure 1).
  3. In the Update Optionsmenu, verify Enable Updates is selected.

Note: Updates are handled automatically with Enable Updates selected, but users may occasionally see a confirmation prompt before updates are applied.

Supported Office Versions

Below is a breakdown of patch policy support by Office version, installation method, and license type.

MS Office VersionInstallation TypeLicense TypePatch Policy-Supported
Office 2007AnyAny
Office 2010AnyAny
Office 2013.MSIVolume
Click-to-RunPer User 
Office 2016.MSIVolume
Click-to-RunPer User 

“C:Program FilesCommon Filesmicrosoft sharedClickToRunOfficeC2RClient.exe” /update user

This should trigger the Update GUI.

You can also run this silently by adding displaylevel=false forceappshutdown=true:

“C:Program FilesCommon Filesmicrosoft sharedClickToRunOfficeC2RClient.exe” /update user displaylevel=false forceappshutdown=true

Upcoming:

We upload blogs on our website every week. Keep an eye out on our blog section.

ConnectWise Automate uninstall n-able agent

ConnectWise Automate Control Centre Script to remove Advanced Monitoring (N-able) Agent

This blog will show you a step-by-step process of how a script (linked below) can help you uninstall the Advanced Monitoring N-able agent from all devices in your network.

Below is the command we can use as a batch file extension in script creation, and it will remove (N-able) Advanced Monitoring Agent out of all the devices.

start “C:\Program Files (x86)\Advanced Monitoring Agent\unins000.exe” /silent

 

Step by Step procedure to remove (N-able) Advanced Monitoring Agent using ConnectWise Automate

The user first needs to log in to Connectwise Automate > Automation > Script > View script > New > Script.

 

 

Main page: Name: Advanced Monitoring Agent Uninstall

Note: This script will uninstall Advanced Monitoring Agent on the specified computer.

Step 1: Select Function: Resend Software and select Save Step

 

Step 2: Select function: Execute the script and select Save Step

Script type: Batch

Script to Execute: start “C:\Program Files (x86)\Advanced Monitoring Agent\unins000.exe” /silent

Script Parameter: keep blank

Script Credentials: Run as Local Agent

Variable: keep blank

 

 

Step 3: select function: Resend Software and select Save Step

 

Step 4: Select the function: IF Software Installed and select Save Step

App Name: Advanced Monitoring Agent

Label to Jump to or Steps to Skip: !: Success

 

Step 5: Select function: Script Note and select Save Step

Remark : Success

 

Step 6: Select the function: Resend Process List and select Save Step

Step 7: Select the function: Resend Service List and select Save Step

 

Step 8: Select the function: Script Log Message and select Save Step

 

Message: Advanced Monitoring Agent uninstalled successfully.

Select “Save

 

Upcoming: 

We keep uploading new blogs quite frequently on our website- keep an eye out for those.

Lastly, if you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 

ConnectWise Automate- Display C-drive utilization only in Executive Summary Report

Connectwise Automate -Executive Summary Report  

If you’re using ConnectWise Automate RMM, and you want to change display C-drive utilization in the Executive Summary report, read further.  

ConnectWise Automate RMM- formerly known as Labtech, is a popular brand for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.   

  

The issue (change format of Workstation Drive Utilization in your Executive Summary Report):  

In the Executive Summary Report generated by ConnectWise Automate, the Workstation drive utilization section displayed unwanted information. As you can see in the image below, the previous report showed Workstation Drive Utilization statistics of C-drives along with information of recovery drives (which was not needed). The 100% Drive Utilization may seem alarming to a viewer at first- which happened in the case of our client. They wanted us to work on this and wanted a solution where only the disk drive utilization of C Drives would show. After all, that was the information that mattered the most.

Disk drive showing all drives

 

Our Solution for ConnectWise Automate C drive Utilization

In order to set this up, these were the steps that we followed: 

  1. In the ConnectWise Automate Dashboard, open Report Center and select Report List on the left. 
  2. Then, select subDriveUsage – which is a subreport used by the Executive Summary report.
  3. Click Edit report > Modify Report (which is at the bottom of the screen) 
  4. Report Designer opens for the subDriveUsage report. Now, select Edit Data Source at the top. 
  5. Here, you can view the Query Editor screen. You will want to add onto the Where SQL field so that it reads: DriveIsInternal = 1 AND Driveletter like ‘C’ 
  6. After this change has been done, click OK in the Query Editor screen.
  7. Now you will want to select Publish to Database at the top so this information can be published for the subDriveUsage report. 
  8. Then, select the Executive Summary report from Report List and select Edit report > Modify Report. 
  9. No further changes need to be made here. Finally, you can select “Publish to Database” and name it according to your preference. Here we have it as “Executive Summary without Recovery drives” with the Add New Report button. 

 

Output:

Disk Drive Utilization

 

Upcoming: 

Lastly, if you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 

 

connectwise automate rmm

ConnectWise Automate- Change Format of Executive Summary Report  

 

Executive Summary Report 

If you’re using ConnectWise Automate RMM and you want to change the format of the Executive Summary report, read further. 

ConnectWise Automate RMM- formerly known as Labtech is one of the most popular brands out there for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.  

 

The issue (change format of ConnectWise Automate Executive Summary Report): 

In the Executive Summary Report generated by ConnectWise Automate, as you can see, two statistics (part of the Patch Compliance Report) are displayed on a new page. The entire report can be a 3-pager report but the 2 points (which can be fit into the page above) are taking the space of an entirely new page.

connectwise automate executive summary former format

Requirement- The customer wanted to view all the data on a single page. 

 

Solution: 

If you contact customer support, they’ll probably give you the following solution:
 

  1. On your ConnectWise Automate Dashboard 
  2. Open your Solution Center and update your Report Center. 
  3. Once that is complete, open your Report Center> Report List 
  4. Select “SubAssetAnalysis” SubReport 
  5. In the pulldown Edit Report bellow, select “Delete Report” 
  6. Click “New Report from Template” > Locate the Executive Summary to generate a new report from Template. 
  7. In the Publish Report to Database popup box, select Replace Existing Report 
  8. Select your Executive Summary report in the Report Name pulldown. 
  9. Click on Publish. 

Once all these steps are completed, exit and re-open your Report List and re-generate your report. It should appear correct. 

 

Our Solution: 

Our team tried implementing that but it didn’t work for us. But it may work for the problem you are facing. If that doesn’t work, like it didn’t for us, you can try our tried and tested method. 

What worked for us was shuffling and setting the SubReport hierarchies 

We shuffled it to the following format: 

  1. Server Drive Utilization 
  2. Workstations Drive Utilization  
  3. Patch Compliance 
  4. Asset Analysis 

As you can see below, you’ll find a reshuffled, re-ordered hierarchy and every data will be present on a single page. 

connectwise automate format of executive summary report single page

 

 

Both these solutions are totally subjective. This solution may work for you or maybe the solution provided earlier might work. 

But if you still don’t find the solution, you can contact us and we’ll be happy to help.  

 

Upcoming: 

If you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries. 

 

 

ConnectWise Automate- Unable to download custom agents

If you’re using ConnectWise Automate and you are unable to download custom agents in the tool If you get a “Forbidden Error” and the download doesn’t automatically begin, here’s how you can resolve it.

ConnectWise Automate– formerly known as Labtech is one of the most popular brands out there for remote monitoring and management. The tool is said to help eliminate technician inefficiencies, automate IT Services, and much more.  

An Overview: 

Our engineers faced the issue from customers stating that they were unable to download custom agents in the tool. No matter what settings they changed or modified, non-super admin users were simply not able to download anything from the Web Control Center. After having contacted Customer Support and running through trial and error, Infrassist’s engineers were able to find a solution. To know what the issue was and how our experts resolved it, read further. 

 

The issue (ConnectWise Automate- unable to download custom agent): 

Non-Super Admins are unable to download Custom Agent Installer in Web Control Center when there is no agent existing in the client- Location. 

Solution: 

In the ConnectWise Automate Dashboard, go to System> User > Permissions tab> Effective Permissions> Locations > Show All. Check/tick the “Access” box. 

If the Permission – Location> Show All is unchecked, ConnectWise Automate will not be able to list the Location, when there is no existing Agent in that Client – Location. 

Once this is checked, the user will be able to view the Locations of the clients they have access to. 

location permissions tab

 

Secondly, at the bottom part of the same tab; you’ll find “Ticket Based Security”. If the box is checked, deselect it. The box should remain “unchecked”. 

ticket based security permissions tab

 

Next, go to the Groups and Clients Tab (right beside the Permissions Tab) and in the Group Membership section, make sure “All Agents, All Clients” is included.  

groups and clients

 

After having made the following changes, click on Save.

Now all your users in the RMM tool will be able to download agents.

 

Upcoming: 

The upcoming blog post will be about ConnectWise Automate as well wherein, we discuss how you can change the format of an Executive Summary Report. 

If you need help with more such IT Solutions, feel free to reach out to us. We’ll be happy to resolve your queries.