NAV

Server Event Alerts Guide

A guide detailing how to configure SimpleHelp to act on internal server events.

SimpleHelp contains an extensive framework that you can use to export a range of data from your remote support server. As technicians use the SimpleHelp server events are produced, such as when a session starts or ends, or when a customer enters the support queue. SimpleHelp can be configured to act when these events are produced, allowing you to specify how you wish these events to be handled, what data should be exported, or how you wish to be notified.

(v4.2 and below) Server Event Alerts were introduced in SimpleHelp v4.3, and replaced the old Data, Logging and Export functionality. You can still view the legacy documentation here.

Managing Event Alerts

In order to act on a SimpleHelp event you need to create an alert. Note that alerts for server events different to alerts over monitored data gathered from remote access services. To create a server event alert, log into the technician console, select the Alerts tab and choose the Events hierarchy section. You will be presented with a list of the currently configured server event alerts:

Server Event Alerts Screenshot

Server event alerts can be grouped together. Groups are listed in a hierarchy to the left. A new group can be created at any time by pressing the green + button. alert can then be dragged into the new group, or a new alert can be created. You can create a new alert by pressing the New Server Alert button at any time.

Configuring Event Alerts

When an alert is selected the alert's details are presented in the details panel below. The header of the details panel offers the following controls:

X X
Picture Show the type of events that this alert is able to accept.
Picture Set conditions that can be used to filter the events in order to decide whether or not they should be processed.
Picture Specify an action to take once an event is processed.
Picture Alerts will only process events in the server if they are active.
Picture Remove this alert.

Picking Event Types to Process

SimpleHelp produces a number of different types of server events. A single alert can process multiple different event types. The list of possible events include:

X X
Customer Joins Queue A customer has joined the remote support waiting queue.
Customer Joins Technician's Queue A customer has joined the waiting queue, and is visible to this technician. This event is generated for each technician that can see the customer.
Customer Leaves Queue A customer leaves the waiting queue.
Customer Joins Session A customer joins a remote support session with a technician.
Customer Leaves Session A customer ends a remote support session with a technician.
Technician Logs In A technician successfully logs into SimpleHelp.
Technician Logs Out A technician logs out of SimpleHelp.
Technician Failed Login A technician attempted a failed login.
Technician Joins Support Session A technician has joined a remote support session with a customer.
Technician Leaves Support Session A technician has ended a remote support session with a customer.
Technician Joins Access Session A technician has started a remote access session.
Technician Leaves Access Session A technician has ended a remote access session.
Access Session Ends A remote access session has ended. The contents of this event is configured via the Session Summary tab.
Support Session Ends A remote support session has ended. The contents of this event is configured via the Session Summary tab.
Remote Machine Online A remote machine has come online, and has registered with the SimpleHelp server.
Remote Machine Offline A remote machine has gone offline, and is no longer registered with the SimpleHelp server.
Presentation Starts A presentation has begun.
Presentation Registered A presentation has been registered.
Presentation Ends A presentation has ended.
Presentation Attendee Joins An attendee has joined a presentation.

Filtering Events

The default setting is to process every event if its type has been selected for processing. There are situations where you may wish to only act on a subset of these events. Event filtering allows you to specify conditions under which events should be included or excluded. The filtering configuration appears as follows:

Filter Events Screenshot

Each filter is presented on a line. Only a single filter needs to match for the event to be processed. Each event contains a set of standard information (such as the time it was generated) and a set of event-specific information. Any of these fields can be used to filter on.

Alert Actions

Alerts can be configured to perform an action when an event is processed. This allows you to configure how the server should process the event information, or how you wish to be notified of the event. For example, you might wish to log information to a file on disk, or send an email to a technician. There are currently four actions that can be taken:

  • Send an Email
  • Write to a Log File on the Server
  • Post to a Web Site, or
  • Run a Command.

Write to Log File

Use the Save to File target to save event information to disk, either as a log file or as a file containing XML data:

Save to Log File Screenshot

X X
Log file name The name of the log file to which the data will be appended.
Logging directory The directory where the log file should reside. This is relative to the server installation directory.
Log event descriptions in XML Choose to write XML descriptions of the events. This is particularly relevant if you wish to automatically parse these at a later date.
Timestamp log entries Choose whether to timestamp log file entries with the date and time that the event occurred.

Sending event data via email

SimpleHelp is also able to send emails whose subject and body can be configured. In order to send an email select the Send an Email option:

Email Screenshot

The email configuration is split into two components: first specify the recipients of the email, and secondly configure the subject matter for each of the selected events. The following properties can be set:

X X
Email Recipients Enter in the recipients email addresses. You can also specify variables that allow recipients to be based on data contained within the events. To add a variable recipient select the + button and choose an option from the resulting list.
Selected Events Select the event that you wish to configure the email content.
Subject Specify the subject of the email. To include event details in the subject select the detail from the Event Details list and click Insert to add it.
Body Specify the body of the email. To include event details in the subject select the detail from the Event Details list and click Insert to add it.

Sending event data to a website

The SimpleHelp server can post event details to a website of your choice, either as XML fragments or as URL encoded properties. This provides a simple way to integrate with SimpleHelp allowing you to have your website process and report on usage data.

XML Upload Screenshot

To configure website integration set the following properties:

X X
HTTP Web Address The URL of the web site that the event data will be posted to.
Post event details in XML The event description will be sent to the web site as a fragment of XML.
Post event details as encoded text The event details will be URL encoded as sent to the website as plain text.

Notify a Technician

SimpleHelp can be configured to send a notification message to specific technicians when an event alert is generated in the SimpleHelp server. The configuration of technician notifications is shown below:

Picture

Using the Select Technician button you can easily pick the technicians (or groups of technicians) that you wish to notify. The title and message of the notification is configurable. Technicians will receive notifications in the Notification Panel of the Technician Console.

Run a command on the server

If you wish to perform more advanced post processing of event data then SimpleHelp can be configured to run a command on the SimpleHelp server. When configuring a command to run you can specify variables into which event data will be substituted before the command is run. This is particularly useful if you wish to automate the population of a third party server or database.