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Multi-site and multi-client configuration: inheritance and visibility rules

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Introduction

In a multi-customer/site monitoring context with a very large volume of hosts and services, configuration can be long and tedious. However, monitoring still needs to be implemented quickly and efficiently.

This document describes the inheritance and visibility rules that permit rapid monitoring configuration in a multi-site and/or multi-client scenario.

This document is therefore intended for the staff responsible for configuring ServiceNav.

Readers wishing to familiarise themselves with the concepts of the application should first familiarise themselves with the following documents on the ServiceNav documentation site:

  • Design > Understanding application concepts
  • Configure > Deploying a ServiceNav Box
  • Configure > Setting up monitoring accounts
  • Configure > Configure Notification

 

 Basics

For efficient configuration, set the following items at the highest level of the company/ site hierarchy so that lower levels benefit from a centralised configuration:

  • Service templates with certain fields completed (Configuration > Services > Templates)
    • Business impact
    • Availability rate
    • Period of availability
    • Check period
    • Check interval
  • Created or duplicate service templates, with many key fields pre-filled (Configuration > Services > Templates)
  • Monitoring Accounts configured at the company level Configuration > General > Monitoring accounts)
  • Check, availability and notification time slots (Configuration > General > Time slots)
  • Contacts (Configuration > General > Contacts)
  • Contact groups (Configuration > General > Contact groups)

The following principles of visibility apply:

Rule - Table 1

 

Concepts

Inheritance

Inheritance allows you to define configuration items at one level of the company and site tree, and to apply these items to host, service and user service configurations at lower levels.

The following elements are inherited :

Ruler - Screen1     Ruler - Screen2     Ruler - Screen3

Service templates by company

A service model can be of the type :

  • PRODUCT delivered in the ServiceNav product
  • CREATED created at company or site level
  • INHERITED Created/modified: created/modified at the company higher in the tree structure, or a PRODUCT template.
  • MODIFIED visible in the context of the company selected in the company tree, and with some of its original fields modified.

Managing service templates by company allows you to create, duplicate, or modify application service templates at one level of the company tree to apply to subordinate levels.

The ServiceNav product comes with a default repository of service templates. It is possible to modify service templates, i.e. change some of their values.

Such modifications will apply to all services created from the modified template. A modification of a service template does not affect any services originally created from the original template.

Updating information in the product service template does not impact the modified template.

The following fields can be overwritten:

  • Business impact
  • Availability rate
  • Period of availability
  • Check period
  • Check interval

 

Host templates at company level

Managing host templates by company allows you to create and duplicate host templates from the application at a company tree level to apply to subordinate levels.

Visibility

Inheritance and visibility rules are defined using the following attributes:

  • User role
  • logged-in user's company
  • The company navigated to by the logged-in user
  • The company type defined in Organization
  • The object
    • Contacts
    • Contact Group
    • Time range
    • Host Template
    • Service Template

Only users who are authorized to access the application menus for configuring the above objects are concerned by this document.

 

MSP mode - Reseller mode

The ServiceNav product distinguishes between two types of accounts :

  • MSP - A certified ServiceNav reseller-partner company , managing an estate of devices belonging to their client companies.
  • Certified reseller partner's corporate clients

Rule - Tree

Two modes are supported from the point of view of the certified reseller partner (MSP) of the ServiceNav product:

  • The mode related to outsourcing : the partner manages the customers configured in the platform.
  • The mode related to resale : the partner does not monitor its customers configured in the platform. He can configure the monitoring for his customers and grant access to the ServiceNav console to his customers.

The mode is configured for a company in Organization, field Outsourcing mode :

Rule - Managed mode

Tip A company's sites inherit the company's mode.

It is possible to change the mode of a company if the following conditions are met :

  • no hosts exist in the company or in any of its sites

AND

  • the "Company in CRM" field is empty on the company or all its sites

 

 

Summary

Rule - Synthesis* Special case: the summary of the default time slots, visible at the top of the list view, follows inheritance rule n°2.

Legend

Note A checkbox such as those (in red) indicates the visibility in the list view of the item:

Rule - Synthese2

 

Configuration rules

Inheritance and visibility rules are defined using the following attributes:

  • User role
  • logged-in user's company
  • The company navigated to by the logged-in user
  • The company type defined in Organization

Only users who are authorized to access the application menus for configuring the above objects need refer to this document. Roles are defined in Administration > Application > User accounts.

In the rest of this document, we distinguish between two users:

Man User Reseller Certified Partner (RPC) User
François
Woman Managed Company User (GIS User)
Stéphanie

The following conventions are used:

Black arrow Is linked at this level in the company and site tree structure
Red arrow Configures at this level in the company and site tree structure

Example :

Ruler - Schema1

François is attached to the company certified reseller partner Partner. François configures the company Customer 1 outsourcing.

Stéphanie is attached to the company Customer 1 outsourcing.

 

ServiceNav Box

The location of the ServiceNav Box in the company and site tree determines its ability to monitor hosts.

A host can be monitored by a ServiceNav Box located at least at the same level as the host in the company tree.

The user configuring the host monitoring must be associated with a company located at least at the same level as the company where the ServiceNav Box is attached in the company tree.

Example :

Ruler - Schema2

All ServiceNav Boxes defined at the level of Partner (MNS type), from Customer 1 outsourcingor from Customer 1 Site 1 will be able to monitor hosts created at the Customer 1 Site 1.

A user associated with a client company in outsourcing cannot normally configure a host at a site or company by virtue of their assigned role.

If the defined role allows it to configure a host, the same rule applies.

Example :

Ruler - Schema3

All ServiceNav Boxes defined at the level of Customer 1 outsourcingor from Customer 1 Site 2 will be able to monitor hosts created at the Customer 1 Site 2.

If the host is monitored by a ServiceNav Box defined at a higher level than the user's home company, it will not be possible for that user to change the configuration, and the application will display the message below :

Rule - Modify EQ

Such a situation would occur if Stephanie wishedto modify the configuration of a host defined at Client 1 Site 1 level by Francois, and monitored by a shared ServiceNav Box defined at Partner level:

Ruler - Schema4

 

 Contacts

A deactivated contact cannot be selected when creating a contact group.

A deactivated contact cannot be selected when configuring the notification policy of a host/ service/user service.

When a user associated with a reseller configures a host at a site or company in outsourcingthe selectable contacts are those defined at reseller level and those defined at company and site level up to the site with which the host is associated. Visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema2

All contacts defined at Partneror Customer 1 outsourcingor from Customer 1 Site 1 will be visible in the list of selectable contacts for the host.

When a user associated with a reseller configures a host at a site or company in resaleThe selectable contacts are those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema5

All contacts defined at Customer 2 resale will be visible in the list of selectable contacts for the host.

A user associated with a client company in outsourcing cannot normally configure a host in a site or company by virtue of their role.

If the role assigned allows you to configure a host :

  • the selectable contacts are those defined at company level and those defined at company and site level up to the site with which the host is associated. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema3

All contacts defined at Customer 1 outsourcing or from Customer 1 Site 2 will be visible in the list of selectable contacts for the host for the user Stéphanie.

  • if the host configuration refers to a contact defined at a higher level than the user's home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modify EQ

Tip It is possible for a reseller, within a company that he manages, to delegate monitoring configuration of a particular host to a customer.

The above rules apply in the same way for the configuration of a service or user service.

 

Contact Group

A contact group can only contain active contacts.

When a user associated with a reseller configures a host at a site or company in outsourcingThe selectable contact groups are those defined at the reseller level and those defined at company and site level up to the site where the host is associated. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema2

All contact groups defined at Partneror Customer 1 outsourcingor from Customer 1 Site 1 will be visible in the list of selectable contact groups for the host.

When a user associated with a reseller configures a host at a site or company in resaleThe selectable contact groups are those defined at company and site level up to the site where the host is associated. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema5

All contact groups defined at Customer 2 resale will be visible in the list of selectable contact groups for the host.

A user associated with a client company in outsourcing cannot normally configure a host at a site or company by virtue of their assigned role.

If the assigned role allows it to configure a host:

  • The contact groups that can be selected are those defined at company level and those defined at company and site level up to the site with which the host is associated. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema3

All contact groups defined at Customer 1 outsourcingor from Customer 1 Site 2 will be visible in the list of selectable contact groups for the host.

  • if the host configuration refers to a contact group defined at a higher level than the user's home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modify EQ

Tip It is possible for a reseller, within a company that he manages, to delegate monitoring configuration of a particular host to a customer.

The above rules apply in the same way for the configuration of a service or user service.

 

 

Time slots

Product time ranges

Time slots are provided with the ServiceNav product. These time slots are visible at all levels of the company tree by all types of users.

Default time ranges

It is possible to define default time slots for all aspects of monitoring (check, notification, availability).

Default time slots allow you to speed up the creation of hosts services and user services.

When a host is created, the time slot fields are populated with the first default time slot found by going up the company hierarchy in the tree structure to the user's company. If no default time slot is found, the product default time slot is used.

Example 1 :

Ruler - Schema2

If a default check time slot is set at Customer 1 Site 1level, the Check period of the host created in Customer 1 Site 1 will be set with that time slot.

If a default check time slot is set at Partnerand there is no default check time slot set at the Customer 1 outsourcing or from Customer 1 Site 1level, the Check period of the host created in Customer 1 Site 1 will be set with that time slot.

 

Example 2 :

Ruler - Schema6

If a default check time slot is set at Customer 1 Site 1level, the Check period of the host created in Customer 1 Site 1 will be set with that time slot.

A default check time slot set at Partner will not be taken into account.

If no default check time slot is set at Customer 1 outsourcing or from Customer 1 Site 1level, the Check period of the host created in Customer 1 Site 1 will be initialised with a product default time slot.

If no default time slot is found by applying these business rules, the host will not be created.

The above rules apply equally to the configuration of a user service.

As far as the configuration of a service is concerned, the operating mode is different :

  • The service inherits the check time slot of its template.
  • The service inherits the availability time slot of its template.
  • The above rules apply in the same way to set the notification time slot

 

Time slots

When creating a company or a site, the user will have to manually create the time slots he wants at the company level, or inherit the time slots created at a higher level in the company tree according to the rules below.

If no time slot is available or if default time slots are missing (check, notification, availability), the user will not be able to bring the host under management.

When a user associated with a reseller configures a host at a site or company in outsourcingthe available time slots are those defined at the reseller level and those defined at the company and site level up to the site with which the host is associated, as well as the product delivered ranges. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema2

All time slots defined in Partneror Customer 1 outsourcingor from Customer 1 Site 1 will be visible in the list of selectable time slots for the host.

When a user associated with a reseller configures a host at a site or company in resalethe selectable time slots are those defined at company and site level up to the site with which the host is associated, as well as the product delivered ranges. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema5

All time slots defined in Customer 2 resale will be visible in the list of time slots displayed for the host.

Product time slots will also be selectable.

The time slots of the ServiceNav product are selectable. They are identified by the section title ServiceNav.

Ruler - VS Range

A user associated with a client company in outsourcing cannot normally configure a host in a site or company by virtue of their role.

If the role assigned allows you to configure a host :

The selectable time slots are those defined at company level and those defined at company and site level up to the hosts home site. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema3

All time slots defined in Customer 1 outsourcing or from Customer 1 Site 2 will be visible in the list of selectable time slots for the host.

Product time slots will also be selectable.

The time slots of the ServiceNav product are selectable. They are identified by the section title Partner in order to support white label scenarios.

Ruler - Beach Partner

If the host configuration refers to a time slot defined at a higher level than the user's home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modif EQ2

Display in list mode

 

Rule - Modify EQ

Displaying from the Host Details Page

 

Tip It is possible for a reseller, within a company that he manages, to delegate monitoring configuration of a particular host to a customer.

The above rules apply equally to the configuration of a service or user service.

 

 

Service Template

When a reseller partner user creates, duplicates or overwrites a service template at the level of one of its customers:

  • This service template is visible for this user in all companies in the branch outsourcing
  • This service template is not visible for this user in all companies in resale

So, when a user attached to a reseller positions themselves on a company in outsourcingThe selectable service templates are those defined at the reseller level and those defined at the company and site level up to the site to which the host is attached, as well as the built-in, product service templates.

This visibility is not impacted by the "Sites and subsites" checkbox.

Example :

Ruler - Schema2

The service templates defined at Customer 1 Site 1or Customer 1 outsourcingHosts will be selectable by Partner.

Product service templates will also be selectable.

Service templates that have been updated replace the product service templates in the list of service templates.

When an updated service template is deleted, the initial service template is displayed.

The display identifies the different types of service templates available in the list of service templates. The column Editor is used to determine the location of the service template in the company tree.

Rule - Service Model2

When a user associated with a reseller configures a host at a site or company in resaleThe selectable service templates are those defined at the company and site level up to the host associated site, as well as the built-in product service templates. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema5

The service models defined at Customer 2 resale are selectable for a host.

Product service models are also selectable.

A user associated with a client company in outsourcing as in resale cannot normally create a service model by role.

If the role definition allows you to create a :

Selectable service models are those defined at company level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema3

The service templates defined at Customer 1 Site 2 or from Customer 1 outsourcing will be selectable for hosts.

Product service templates will also be selectable.

 

Host Template

When a reseller user creates or duplicates a host template at the level of its parent company :

  • Thehost template is visible for this user in all companies in outsourcing
  • the host template is not visible for this user in all companies in resale

So, when a user attached to a reseller positions themselves on a company in outsourcingThe available host templates are those defined at the reseller level and those defined at the company and site level up to the site where the hostis attached, as well as the built-in product host templates..

This visibility is not impacted by the "Sites and subsites" checkbox.

Example :

Ruler - Schema2

Host templates defined at Customer 1 Site 1or Customer 1 outsourcingor Partner will be selectable for hosts.

The built-in product host templates will also be selectable.

The display identifies the different types of host template available in the host template list. The column Editor shows the location of the service template in the company tree.

Rule - Equipment model.

When a user associated with a reseller configures a host at a site or company in resaleThe available host templates are those defined at the company and site level up to the site where the host is attached, as well as the built-in product host templates.. This visibility is not impacted by the "Site and subsites" checkbox.

Example :

Ruler - Schema5

Host templates defined at Customer 2 resale are selectable for a host.

The built-in product host templates are also selectable.

A user associated with a client company in outsourcing as in resale cannot normally create host template due to role.

If the role definition allows you to create an equipment model :

The host templates that can be selected are those defined at company level and those defined at company and site level up to the site where the host is attached. This visibility is not impacted by the "Sites and subsites" checkbox.

Example :

Ruler - Schema3

Host templates defined at Customer 1 Site 2or from Customer 1 outsourcing will be selectable for hosts.

Built-in product host templates will also be selectable.

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