1. Kaseya Fundamentals Workshop Developed by Kaseya University Powered by IT Scholars Kaseya Version 6.5 Last updated March, 2014 Live Connect

2. What is Covered? Live Connect – Overview – Home – Agent Data – Audit Information – File Manager – Command Shell – Registry Editor – Task Manager – Event Viewer – Ticketing – Chat – Desktop Access – Video Chat – Cleanup – Summary

3. Kaseya Fundamentals Workshop Overview

4. Motivation Sometimes quick and simple system- related tasks need to be performed on a single machine. Physically being present at the machine or logging into it remotely to access system tasks can waste valuable time. Live Connect enables you to perform system level tasks on a single managed machine without interrupting the local user.

5. The Live Connect Function This function displays by clicking any check- in icon next to any machine ID in the VSA. Each Live Connect function enables you to perform tasks and functions for a single managed machine. A menu of tabbed property sheets in this function provide access to various categories of information about the managed machine and functions that you can perform on it.

6. Live Connect Function Overview Desktop Thumbnail Machine IDLogout, Help, Collapse/Expand Left/Right, C/E Up/Down Function Tabs Menu Options or Function List Machine Info Performance Graphs Property Sheet or Data Panel 0 Window Header: Basic information about the managed machine displays at the top of the Live Connect window. Thumbnail View: The desktop of the currently logged on user displays in a thumbnail view, if a user is logged onto the machine. Machine Info: Lists basic information about the managed machine. Performance Graphs: Shows CPU % and Memory % performance graphs for the managed machine. Log Off: Only displays if a machine user using Access Portal is logged in remotely from the machine. Help: Displays online help for Live Connect. Menu Options: A menu of tabbed property sheet provides access to various categories of info about the managed machine. Window Header: Basic information about the managed machine displays at the top of the Live Connect window. Thumbnail View: The desktop of the currently logged on user displays in a thumbnail view, if a user is logged onto the machine. Machine Info: Lists basic information about the managed machine. Performance Graphs: Shows CPU % and Memory % performance graphs for the managed machine. Log Off: Only displays if a machine user using Access Portal is logged in remotely from the machine. Help: Displays online help for Live Connect. Menu Options: A menu of tabbed property sheet provides access to various categories of info about the managed machine.

7. Live Connect Menu Options or Function List Overview a)Home: Displays customizable home pages in separate tabs, the Change Logon tab which allows changes to the user's logon information, and the Change Profile tab which allows updates to the user's Contact Info. b)Agent Data: Displays the following tabs: Pending Procedures, Logs, Patch Status, Agent Settings, Documents, and Get File. c)Audit Information: Provides audit information based on your Latest Audit. You can also perform an immediate audit. d)File Manager: Displays two file managers; one for your local machine and one for the managed machine. e)Command Shell: Opens a command shell on the managed machine. Defaults to the c:\windows\system32 directory. f)Registry Editor: Displays the registry of the managed machine ID. g)Task Manager: Lists Windows Task Manager data for the machine. h)Event Viewer: Displays event data stored on the managed machine. i)Ticketing: Displays and creates tickets for the managed machine. j)Chat: Initiates a chat session with the currently logged on user. k)Desktop Access: Initiates a remote desktop session with the machine. l)Video Chat: Allows initiating a video chat with anyone. m)Additional menu items display, based on the add-on modules installed. a)Home: Displays customizable home pages in separate tabs, the Change Logon tab which allows changes to the user's logon information, and the Change Profile tab which allows updates to the user's Contact Info. b)Agent Data: Displays the following tabs: Pending Procedures, Logs, Patch Status, Agent Settings, Documents, and Get File. c)Audit Information: Provides audit information based on your Latest Audit. You can also perform an immediate audit. d)File Manager: Displays two file managers; one for your local machine and one for the managed machine. e)Command Shell: Opens a command shell on the managed machine. Defaults to the c:\windows\system32 directory. f)Registry Editor: Displays the registry of the managed machine ID. g)Task Manager: Lists Windows Task Manager data for the machine. h)Event Viewer: Displays event data stored on the managed machine. i)Ticketing: Displays and creates tickets for the managed machine. j)Chat: Initiates a chat session with the currently logged on user. k)Desktop Access: Initiates a remote desktop session with the machine. l)Video Chat: Allows initiating a video chat with anyone. m)Additional menu items display, based on the add-on modules installed. a b c d e f g h i j k l m

8. Access Rights Access to specific Live Connect functions depends on access rights in System > User Roles > Access Rights and Machine Roles > Access Rights. All of the Live Connect menu options are enabled when the machine is connected to Live Connect. Only Home, Audit Information, Agent Data, and Ticketing are enabled when the machine is disconnected from Live Connect.

9. Note You can customize the Live Connect Home function using System > Customize > Live Connect. Event Viewer data does not depend on Agent > Event Log Settings.

10. OS Support Menu Items or Functions available by OS: Windows: – Home, Agent Data, Audit Information, File Manager, Command Shell, Registry Editor, Task Manager, Event Viewer, Ticketing, Chat, Desktop Access, and Video Chat. Macintosh: – Home, Agent Data, Audit Information, File Manager, Command Shell, Ticketing, Chat, Desktop Access, and Video Chat. Linux: – Home, Agent Data, Audit Information, Ticketing, Chat, and Video Chat. No Desktop Thumbnail.

11. How to Access? Live Connect can be accessed by clicking on the agent icon from any module function that includes the list of agents. Live Connect requires a plug-in manager to be installed for the browser you are using.

12. Live Connect’s Plug-in Manager Installation – The user is prompted to install Plug-in Manager at the time of first logon. – Installation of the Plug-in Manager can be deferred until Live Connect is started for the first time. Updates – IE and Firefox browsers will detect plug-ins that are out-of-date and automatically download them in the background. – Browser restart may not be required for these two browsers. – Chrome and Safari browsers also detect out of date plug-ins and automatically download them in the background with little to no user interaction required.

13. Lab Exercises The lab exercises you are about to conduct are intentionally trivial, showing you how most of the tasks performed using other modules of VSA can also be performed using Live Connect. There is more than one way to perform the same task in VSA. As a general rule: – When performing several tasks on only one machine, use Live Connect. – When performing the same task on several machines, use VSA modules.

14. Home Kaseya Fundamentals Workshop

15. The Home Menu Option This menu option displays the following tabs – Home: A customizable page. By default a welcome message is displayed. Customizations include the URL page of the service provider, some selected agent procedures, and some custom links to additional resources. – Change Logon: Allows changing the user's Access Portal logon information – Change Profile: Allows you to update the user's contact information.

16. MACHINE USER’S LOGON AND PROFILE LAB 1

17. Reminder: FIU’s Staff In previous labs, you created the following staff members: FIU UTS Manager: John Doe Technicians: Tim and Tom SCIS Contact: Cat ws1 user: Eli MR Contact: Cat dc user: Ena GL Contact: Cay guest1 user: Eve CEC Contact: Con ws1 user: Evy laptop1 user: Ewa

18. LAB Using Live Connect set the logon and profile of the end user of ws1. – Username: eli- (e.g., eli-johndoe) – Password: (i.e., user your own password) – Contact Name: Eli User – Email Address: eli-johndoe@scis.fiu.edu.fakeeli-johndoe@scis.fiu.edu.fake – Phone Number: 305-000-0001

19. Steps to Set Machine User’s Logon and Profile 2 1 3 The Live Connect function displays by clicking any check-in icon next to any machine ID in the VSA.

20. Steps to Install Live Connect Plug-In 4 If this is the first time that you are running Live Connect, you may need to download and install “LiveConnect.exe”. Follow the steps in the wizard closely. If this is the first time that you are running Live Connect, you may need to download and install “LiveConnect.exe”. Follow the steps in the wizard closely.

21. Steps to Install Live Connect Plug-In 5 If you were asked to restart your browser, simple close all the instances of your browser and reopen. You would need to go back to the KServer and click on the ws1’s agent icon in a VSA function to run Live Connect. If the plug-in has been properly installed, you should see the Live Connect function this time. If you were asked to restart your browser, simple close all the instances of your browser and reopen. You would need to go back to the KServer and click on the ws1’s agent icon in a VSA function to run Live Connect. If the plug-in has been properly installed, you should see the Live Connect function this time.

22. Steps to Install Live Connect Plug-In 6 7 8 If you were required to restart your browser, return to the URL of the KServer provided to you under the Connection Info tab in your Virtual Lab interface and use your credentials to login to VSA. If you were not required to restart your browser, you can skip this step. If you were required to restart your browser, return to the URL of the KServer provided to you under the Connection Info tab in your Virtual Lab interface and use your credentials to login to VSA. If you were not required to restart your browser, you can skip this step.

23. Steps to Set Machine User’s Logon and Profile 10 9 11

24. Steps to Set Machine User’s Logon and Profile The Home tab is the first tab displayed (not shown here). If the Home tab is missing from your Live Connect function while logged in as a Master/System user (note: the tab is missing from this page), go to System > Customize > Live Connect > Portal Header, modify the Welcome Text, and click save. The Home tab is labeled as “Home” by default, but the name can be customized using the System > Customize > Live Connect function. In a SaaS VSA, you may see other tabs labeled as “IT Center”, “IT Toolkit”, and “IT Workbench”. Typically the Home tab should display: A welcome message and the webpage of the service provider Some selected agent procedures to enable the Live Connect user to run them on the managed machine immediately. Some custom links specified by the service provider. Multiple customized Home tabs are possible as in the case of SaaS. The Home tab is the first tab displayed (not shown here). If the Home tab is missing from your Live Connect function while logged in as a Master/System user (note: the tab is missing from this page), go to System > Customize > Live Connect > Portal Header, modify the Welcome Text, and click save. The Home tab is labeled as “Home” by default, but the name can be customized using the System > Customize > Live Connect function. In a SaaS VSA, you may see other tabs labeled as “IT Center”, “IT Toolkit”, and “IT Workbench”. Typically the Home tab should display: A welcome message and the webpage of the service provider Some selected agent procedures to enable the Live Connect user to run them on the managed machine immediately. Some custom links specified by the service provider. Multiple customized Home tabs are possible as in the case of SaaS. Home

25. Steps to Set Machine User’s Logon and Profile To ensure you will not forget the password for different users in the lab exercises, we recommend you use the same password as for your own username. 12 13 14 15 16

26. Steps to Set Machine User’s Logon and Profile 12 13 14 15 16 17

27. Steps to Set Machine User’s Logon and Profile Note we add.fake at the end of the emails that do not exist and are used only for the purpose of lab exercises. By doing so, we ensure the fiu.edu mail server will not be flooded with email notifications to non-existing emails. Note we add.fake at the end of the emails that do not exist and are used only for the purpose of lab exercises. By doing so, we ensure the fiu.edu mail server will not be flooded with email notifications to non-existing emails. 18 19 20 21 22

28. Steps to Set Machine User’s Logon and Profile – Verify To verify the end user of ws1 is now able to use the new logon information to log into Access Portal, open an instance of another browser and login using the corresponding credentials. In other words, if you were using IE to log into your VSA using your own account, then you need to use Chrome, for example, to log into the VSA, using eli- ). To verify the end user of ws1 is now able to use the new logon information to log into Access Portal, open an instance of another browser and login using the corresponding credentials. In other words, if you were using IE to log into your VSA using your own account, then you need to use Chrome, for example, to log into the VSA, using eli- ). 24 25 26 Go to the URL of the KServer provided to you under the Connection Info tab in your Virtual Lab interface. 23

29. Steps to Set Machine User’s Logon and Profile – Verify This is what the end user of ws1 would see after logging into Access Portal. This interface is very similar to a Live Connect function, but it is called Access Portal, which signifies an end user is using this interface as the connection to his/her machine. Note the Log Off link, which allows the machine user to log off from his machine remotely. Also, note the limited access this user has to the typical functions available in a Live Connect session. For example, the Home tabs are not available to the machine user. As another example, if the user uses his/her own machine (e.g., while using ws1 at its terminal, double clicking on the Kaseya icon in the system tray, which opens the Access Portal in a browser), the Desktop Access menu option is disabled. You can further refine the access of the machine user using System > Machine Role > Access Rights > Live Connect. This is what the end user of ws1 would see after logging into Access Portal. This interface is very similar to a Live Connect function, but it is called Access Portal, which signifies an end user is using this interface as the connection to his/her machine. Note the Log Off link, which allows the machine user to log off from his machine remotely. Also, note the limited access this user has to the typical functions available in a Live Connect session. For example, the Home tabs are not available to the machine user. As another example, if the user uses his/her own machine (e.g., while using ws1 at its terminal, double clicking on the Kaseya icon in the system tray, which opens the Access Portal in a browser), the Desktop Access menu option is disabled. You can further refine the access of the machine user using System > Machine Role > Access Rights > Live Connect.

30. It Is Your Turn! Progress Check What should be included in the Home tab of the Live Connect function? How can you use Live Connect to change the machine user’s logon information? How can you use Live Connect to change the machine user’s profile?

31. Agent Data Kaseya Fundamentals Workshop

32. The Agent Data Menu Option This menu option displays the following tabs: – Pending Procedures – Agent Logs – Patch Status – Agent Settings – Documents – Get File

33. Agent Data > Pending Procedures Displays pending agent procedures and enables the user to modify the schedule, cancel, or run the procedure immediately. Displays procedure execution history and the status of their past executions. Among other information, it provides the execution date/time, status, and admin who scheduled the procedure. It also enables the admin to schedule other agent procedures.

34. VERIFYING SCHEDULED AUDIT & PATCH LAB 2

35. LAB Previously, you were asked to: – Schedule Baseline Audit Frequency: annually – Beginning on January 1st through the 14th Between 6am-6pm – Schedule System Info and Latest Audit Frequency: daily Between 6am-6pm Verify that the agent on ws1 follows this schedule.

36. Steps to Verify Scheduled Audit 1 2 3 4

37. LAB (cont.) Previously, you were asked to: – Schedule patch scans on Wednesday of each week from 6am-6pm. – Schedule Automatic Updates from 6am-6pm on Thursdays Verify that the agent on ws1 follows this schedule.

38. Steps to Verify Scheduled Patch 1 2 5 6

39. Agent Data > Agent Logs Displays the logs available for a machine: – Alarm Log – Monitor Action Log – Agent Log – Configuration Changes – Network Statistics – Event Log – Agent Procedure Log – Remote Control Log – Log Monitoring

40. AGENT LOGS LAB 3

41. LAB Check how frequently the agent on ws1 sends heartbeat signals to the KServer. Check when the user on ws1 has logged off last.

42. Steps to Check Agent Logs 1 2 4 3

43. 1 2 5 3 5 5 6 OOB (Out of Band) requests or heartbeat signals are being sent by the agent on ws1 to the KServer.

44. CONFIGURATION CHANGES LAB 4

45. LAB Find out who has changed the password for the User Portal (a.k.a., Access Portal) on ws1.

46. Steps to Check Configuration Changes 1 2 4 3

47. 1 2 3 5

48. AGENT PROCEDURE LOG LAB 5

49. LAB Find out when was the last time the Latest Audit was executed on ws1.

50. Steps to Check Agent Procedure Log 1 2 4 3

51. 1 2 3 5

52. Agent Data > Patch Status Displays missing and pending Microsoft patches and can be used to schedule the installation of missing patches. If a machine belongs to a patch policy, missing patches may be further identified as Denied (Pending Approval). The user can manually override the denied patch policy by scheduling the patch.

53. PATCH STATUS LAB 6

54. LAB Check whether ws1 is fully patched. If not, manually deploy remaining Missing Approved patches. Do not install any patches marked as Denied or Pending Approval.

55. Steps to Check Patch Status 1 2 3

56. Agent Data > Agent Settings Displays information about the agent: – Agent version – Last check-in – Last reboot – First check-in – Patch Policy Membership – View Definition Collections – Working Directory – Check-In Control – Edit Profile – Agent Logs and Profiles

57. AGENT SETTINGS LAB 7

58. LAB Check the version of the agent installed on ws1. Make sure that the agent working directory is set to “c:\kworking” on ws1.

59. Steps to Check and Modify Agent Settings 1 2 3 5 4

60. Agent Data > Documents Lists documents uploaded to the Kaseya Server for a managed machine. You can upload additional documents. Provides the same functionality as Audit > Documents.

61. AGENT DOCUMENT LAB 8

62. LAB Create a text file for ws1 that includes some information about ws1. Upload this document to KServer to be referenced later by you and other VSA users.

63. Steps to Upload a Document on KServer 1) Using an editor such as notepad.exe, create a text file on your local machine.

64. Steps to Upload a Document on KServer 2 3 4

65. 2 3 4 5 6

66. 2 3 4 7

67. 2 3 8

68. Agent Data > Get File Allows access to files previously uploaded from a managed machine. Provides the same functionality as Agent Procedures > getFile().

69. GET FILE LAB 9

70. LAB Check what files have been uploaded previously from ws1 to the KServer.

71. Steps to Check Get File 1 2 3 Note that in your virtual lab, you may not see any file listed under Get File. If no files are present, that is alright.

72. It Is Your Turn! Progress Check Do you know what information is included and what functions are available to you in the tabs of the Agent Data menu option of Live Connect? – Pending Procedures – Agent Logs – Patch Status – Agent Settings – Documents – Get File

73. Audit Information Kaseya Fundamentals Workshop

74. The Audit Information Menu Option Provides audit information based on your Latest Audit; you can run an audit now, too. Information tabs include: – Machine Info – Installed Applications – System Information – Disk Volumes – PCI & Disk Hardware – Printers – Software Licenses – Add/Remove Programs

75. MACHINE INFO LAB 10

76. LAB Find out the information below about ws1: – OS – RAM – IP Address – Connection Gateway – Last Reboot If the above-collected information is more than one day old, run Latest Audit immediately.

77. Steps to Get Machine Information 1 2 4 5 6 7 8 3 In our case, Latest Audit has been running on a daily basis, therefore, no need for Audit Now. If this is not the case in your virtual lab, then run Audit Now to get the most updated information. Note that it may take a bit of time for this information to be collected; i.e., it is NOT immediate. In our case, Latest Audit has been running on a daily basis, therefore, no need for Audit Now. If this is not the case in your virtual lab, then run Audit Now to get the most updated information. Note that it may take a bit of time for this information to be collected; i.e., it is NOT immediate.

78. INSTALLED APPS LAB 11

79. LAB Find out if 7-Zip has been installed on ws1.

80. Steps to Check Installed Apps 1 2 3

81. SYSTEM INFO LAB 12

82. LAB Find out the maximum RAM possible on ws1.

83. Steps to Check System Info 1 2 3

84. DISK VOLUMES LAB 13

85. LAB Find out the disk volumes on ws1.

86. Steps to Check Disk Volume 1 2 3

87. PCI & DISK HARDWARE LAB 14

88. LAB Find out the PCI cards on ws1.

89. Steps to Check PCI & Disk Hardware 1 2 3

90. PRINTERS LAB 15

91. LAB Find out the printers available on ws1.

92. Steps to Check Printers 1 2 3

93. SOFTWARE LICENSES LAB 16

94. LAB Find out the license code and product key of the OS on ws1.

95. Steps to Check Software License 1 2 3

96. ADD/REMOVE PROGRAM LAB 17

97. LAB Find out how many Kaseya agents are installed on ws1. Find out the uninstall string for 7-Zip installed on ws1. You may use this as a shell command in an Agent Procedure to uninstall 7-Zip on ws1 and all similar machines.

98. Steps to Check Add/Remove Programs 1 2 3 4

99. It Is Your Turn! Progress Check Do you know what information and functions are available to you in the tabs of the Audit Information function of Live Connect? – Machine Info – Installed Applications – System Information – Disk Volumes – PCI & Disk Hardware – Printers – Software Licenses – Add/Remove Programs

100. File Manager Kaseya Fundamentals Workshop

101. The File Manager Menu Option Displays two file managers, one for your local machine and one for the managed machine. You can create directories and delete, refresh, or rename files or directories using either file manager. You can move files within the same file manager using drag and drop. You can copy files between file managers using drag and drop.

102. FILE MANAGER LAB 18

103. LAB Copy a file from your local machine to the Kaseya working directory on ws1.

104. Steps to Copy File from Local Machine to a Managed Machine 1 2 3 Note: when copying files, you must drop the file into a folder. Do not drop the file in “white space” in the UI. Instead, drop the file onto a folder in the UI to place the file in that folder.

105. Command Shell Kaseya Fundamentals Workshop

106. The Command Shell Menu Option Opens a command shell on the managed machine. Defaults to the c:\windows\system32 directory.

107. COMMAND SHELL LAB 19

108. LAB Check if you can ping cnn.com and google.com from ws1 command line without interrupting the machine user’s work.

109. Steps to Use Command Shell on a Managed Machine Remotely 1 2 4 3 5

110. Registry Editor Kaseya Fundamentals Workshop

111. The Registry Editor Menu Option Displays the registry of the managed machine. You can create, rename, refresh, or delete keys and values, and set the data for values.

112. REGISTRY EDITOR LAB 20

113. LAB Without interrupting the machine user’s work, check if the registry key value related to showing Kaseya icon appearing in the system tray of ws1 present. If not, add “ –remote” to the end of the value of this key.

114. Steps to Use Registry Editor on a Managed Machine Remotely 1 2 3 4

115. 1 2 3 5 6

116. It Is Your Turn! Progress Check Do you know what information is included and what functions are available to you at the following menu options of Live Connect? – File Manager – Command Shell – Registry Editor

117. Task Manager Kaseya Fundamentals Workshop

118. The Task Manager Menu Options Lists Windows Task Manager data for the managed machine. You can: – stop or prioritize Processes – stop and start Services – check typical Performance benchmarks for process, categorized by CPU, disk, network, and memory – review Users session data – reboot, power off, or log off sessions – display User and Groups – create or modify monitor sets

119. TASK MANGER LAB 21

120. Restart ws1 and check if ws1 is overloaded: – First, confirm no one is logged in except for you – Restart ws1 – Make sure ws1 is not overloaded. Check if KaUsrTsk.exe is running: – This process shows the Kaseya icon in the system tray and allows two-way communication between the machine user and VSA. Check if DHCP Client has started; if not, start it. Check if user Student has been created on ws1.

121. Steps to Use Task Manager 1 2 If no one (other than your own lab account) is logged into WS1, then it is safe to proceed with reboot. Otherwise, you have to wait until the user is logged off. If no one (other than your own lab account) is logged into WS1, then it is safe to proceed with reboot. Otherwise, you have to wait until the user is logged off.

122. Steps to Use Task Manager 1 4 3

123. 1 4 3 5

124. Note when you restart ws1, the agent is not online during the reboot process. As a result, the following menu options that require the machine to be online are no longer available: File Manager Command Shell Registry Editor Task Manager Event Viewer Desktop Access However, the following menu options can be accessed even though the machine may not be online; the data is stored in KServer: Home Agent Data Audit Information Ticketing Chat Video Chat Note when you restart ws1, the agent is not online during the reboot process. As a result, the following menu options that require the machine to be online are no longer available: File Manager Command Shell Registry Editor Task Manager Event Viewer Desktop Access However, the following menu options can be accessed even though the machine may not be online; the data is stored in KServer: Home Agent Data Audit Information Ticketing Chat Video Chat active disabled active disabled active

125. Steps to Use Task Manager Once ws1 is online again, if you refresh the Live Connect function, you can see all the menu options are active again. active

126. Steps to Use Task Manager 6 7 Looking at the performance graphs, you can determine whether ws1 is overloaded.

127. Steps to Use Task Manager 6 9 8 Sort the processes based on their CPU utilization. If Idle is the process with the highest CPU utilization, then you can safely assume the CPU is not overloaded. Note: Hovering the cursor over the monitor icon of a log entry displays a monitor wizard that enables you to create a new monitor set criteria based on a selected process. Sort the processes based on their CPU utilization. If Idle is the process with the highest CPU utilization, then you can safely assume the CPU is not overloaded. Note: Hovering the cursor over the monitor icon of a log entry displays a monitor wizard that enables you to create a new monitor set criteria based on a selected process.

128. Steps to Use Task Manager 6 10 7 Sort the processes based on their names. Look for KaUsrTsk.exe in the list. This will only be present if a user is logged into the computer. Note: Hovering the cursor over the monitor icon of a log entry displays a monitor wizard that enables you to create a new monitor set criteria based on a selected service. Sort the processes based on their names. Look for KaUsrTsk.exe in the list. This will only be present if a user is logged into the computer. Note: Hovering the cursor over the monitor icon of a log entry displays a monitor wizard that enables you to create a new monitor set criteria based on a selected service.

129. Steps to Use Task Manager 6 12 11 Sort the services based on their names. Look for DHCP Client in the list. Sort the services based on their names. Look for DHCP Client in the list. 13

130. Steps to Use Task Manager 6 11 14 15 16

131. Steps to Use Task Manager 6 11 14 17 18

132. Steps to Use Task Manager 6 11 14 You can verify the proper creation of the corresponding monitor set by navigating to Monitor > Assign Monitoring and Monitor > Monitor Log (see the bonus slides).

133. Steps to Use Task Manager 6 19 Look for the user Student in the list.

134. Bonus: Verify the Monitor Set was Created Properly 21 20

135. Bonus: Verify the Monitor Set was Created Properly 22 20 23 24

136. It Is Your Turn! Progress Check Using Live Connect, do you know how to – stop or prioritize Processes? – stop and start Services? – check typical Performance benchmarks for process, categorized by CPU, disk, network, and memory? – review User session data? – reboot, power off, or log off sessions ? – display Users and Groups ? – create or modify monitor sets?

137. Event Viewer Kaseya Fundamentals Workshop

138. The Event Viewer Menu Option Displays event data stored on the managed machine by event log type.

139. EVENT VIEWER LAB 22

140. LAB Explore the events on ws1 without interrupting the current user’s work. Find the EventLog event. Assuming that ws1 will be restarted at least once a week, create an event log alert that informs you if this event does not occur within a week.

141. Steps to Use Event Viewer 1 2 Hovering the cursor over the monitor wizard icon of a log entry displays a wizard that enables you to create a new event set criteria based on that log entry. 3 4

142. Steps to Use Event Viewer 5 6 1 2 3

143. 7 8 1 2 3

144. 1 2

145. Bonus: Verify the Event Log Monitor was Created Properly 10 9

146. Ticketing Kaseya Fundamentals Workshop

147. The Ticketing Menu Option Displays and creates tickets for the managed machine.

148. TICKETING LAB 23

149. LAB Create a new ticket on behalf of the ws1 end user. The ticket should state that the end user requires training for the printer in the adjacent office. – Assign it to Tom. – Set the Category to Training required. – Set the SLA to Workstation Level 1. – Set the due time to tomorrow noon (KServer’s time zone).

150. Steps to Create a New Ticket 1 2 3 4 5 6 7

151. 1 2 3 8 5 6 7 9 10 4

152. Steps to Create a New Ticket 1 2 3 5 6 4 Note, the time is set to noon in KServer time zone. For SaaS environments, the servers are in GMT or GMT +1, depending on the time of year (Daylight Saving Time). In your case, the server time zone and your local time zone may be different or the same. Please identify the time difference between your KServer and your local machine. Note, the time is set to noon in KServer time zone. For SaaS environments, the servers are in GMT or GMT +1, depending on the time of year (Daylight Saving Time). In your case, the server time zone and your local time zone may be different or the same. Please identify the time difference between your KServer and your local machine. 7 8

153. Steps to Create a New Ticket 1 2

154. 1 9

155. Chat Kaseya Fundamentals Workshop

156. The Chat Menu Option Initiates a chat session with the currently logged on user of the managed machine. You can invite other VSA users to join your chat session. See Remote Control > Chat for more information.

157. CHAT LAB 24

158. LAB Initiate a chat session with the user on ws1.

159. Steps to Chat with a Machine User 1 2

160. 1 2 3 4

161. 1 2

162. 5

163. 5 6 7

164. 5

165. 1

166. Desktop Access Kaseya Fundamentals Workshop

167. The Desktop Access Menu Option Initiates a remote desktop session with the managed machine. It follows the remote control notification policies, which may require you to enter a note in the remote control log, record a video of the session, or request permission from the logged on user before starting your remote control session. You can use the Connection Settings dialog to change the default settings.

168. DESKTOP ACCESS LAB 25

169. LAB Establish a remote session to ws1.

170. Steps to Establish a Remote Session 1 2 3

171. 1 4

172. 1 5

173. 1 6 7 8

174. 1

175. Bonus: Desktop Access Settings 1 2

176. 1

177. Video Chat Kaseya Fundamentals Workshop

178. The Video Chat Menu Option 1. If a machine user is logged on to a managed machine, a Live Connect user can initiate an audio/video chat session with that logged on machine user. 2.The session can be audio only for one or both machines if video is not supported on one or both machines.

179. VIDEO CHAT LAB 26

180. LAB Establish a video chat session with the machine user on ws1.

181. Note As ws1 is just a virtual machine and does not have a camera or a microphone, you will not see any videos and there will not be voice communications, of course. You can try this exercise using two machines with cameras and microphones. Neither of the two machines would need a Kaseya agent installed.

182. Steps to Establish a Video Chat 1 2 At this point, a session for video chat is reserved for you, and the URL to be used by the second party (e.g., the ws1 end user) who you want to have a video chat with has been copied to the clipboard. You can paste this URL in an email or a chat session and send it to the second party. Once the second party opens this URL in a browser, s/he will see the screen in the next slide. At this point, a session for video chat is reserved for you, and the URL to be used by the second party (e.g., the ws1 end user) who you want to have a video chat with has been copied to the clipboard. You can paste this URL in an email or a chat session and send it to the second party. Once the second party opens this URL in a browser, s/he will see the screen in the next slide. First Machine

183. Steps to Establish a Video Chat 3 On a second machine (e.g., ws1), open a browser and go to the URL created in the previous step. If the session is still active, you will see this pop-up window. On a second machine (e.g., ws1), open a browser and go to the URL created in the previous step. If the session is still active, you will see this pop-up window. Second Machine

184. Steps to Establish a Video Chat Second Machine 4 The Adobe Flash Player used to transmit the audio/video stream requires each user click an "Allow" button to proceed with their side of the video chat.

185. Steps to Establish a Video Chat Second Machine At this point, the video chat is established. If the two machines you use for this exercise both have microphones and cameras, you should be able to talk with the person on the second computer and see his/her live video. Hover the mouse over either video image in the chat window to display audio/video controls. You can text chat and video chat at the same time using the same window. At this point, the video chat is established. If the two machines you use for this exercise both have microphones and cameras, you should be able to talk with the person on the second computer and see his/her live video. Hover the mouse over either video image in the chat window to display audio/video controls. You can text chat and video chat at the same time using the same window.

186. Steps to Establish a Video Chat 1 First Machine Indicating on the first machine that the video chat session has been established.

187. Steps to Establish a Video Chat 1 Hi 5 6 First Machine

188. Steps to Establish a Video Chat First Machine 1

189. Steps to Establish a Video Chat Second Machine 6 8

190. Steps to Establish a Video Chat Second Machine

191. Steps to Establish a Video Chat First Machine 9 1

192. Steps to Establish a Video Chat First Machine 1 Indicating on the first machine that the video chat session has been terminated.

193. Steps to Establish a Video Chat Second Machine Indicating on the second machine that the video chat session has been terminated.

194. Review To video chat with the Machine user: – Click the Call button to initiate the video chat session. – The machine user will see a browser window or browser tab display on their machine that lets them see your video image and their own video image if their machine has a webcam installed. To video chat with anyone: – Click the Connect URL button to copy the URL to clipboard. – Paste the URL address into any email or instant message program and send it to anyone. – When that URL is entered in a browser, the individual will be able to video chat with you even if s/he is not using a managed machine.

195. It Is Your Turn! Progress Check Do you know what information is included and what functions are available to you on the following menu options of Live Connect? – Event Viewer – Ticketing – Chat – Desktop Access – Video Chat

196. Kaseya Fundamentals Workshop Cleanup

197. To make sure you will not receive any unnecessary email notifications related to this training after your program is done, you need to make sure any monitor set and/or event log alerts are removed.

198. Kaseya Fundamentals Workshop Summary

199. Live Connect Live Connect is a related module of VSA that performs tasks and functions solely for one managed machine at a time. In many ways, Live Connect is superior to Remote Control. With Live Connect you have access to the items in the image to the right:

200. Live Connect Solution In most cases, the tasks can be done without any interruption to the local user. Also, Live Connect allows you to view, and sometimes edit, basic functionality available throughout the VSA.

201. User Roles and Machine Roles Live Connect, Remote Control, and Computer Quick View functionality can be limited by User Roles Access Rights. End user Live Connect access (or Access Portal) is controlled by Machine Roles > Access Rights. Limit access to ensure privacy is upheld for your end users and to meet company privacy policy.

202. THE END!