OfflineBroken Agents

Purpose

The purpose of this solution is to detect machines that have been offline in Automate for more than 30 days and to differentiate between agents that are offline in both ScreenConnect and Automate, agents that are offline only in Automate, and to fix issues with broken agents (computers that are offline in Automate but are online in ScreenConnect).

Associated Content

Automation Content

Content	Type	Function
Internal Monitor - No Checkin for More Than 30 Days*	Internal Monitor	Detects computers that have been offline in Automate for more than 30 days.
Script - Automate Agent - Auto Repair*	Script	Distinguishes the agents and attempts to fix the broken agents.
△ Custom - Autofix - Offline Agent Remediation (RMM+)	Alert Template	Executes the Script - Automate Agent - Auto Repair* as an auto-fix for the Monitor - No Checkin for More Than 30 Days*
Dataview - Agent - Agent Check-in Health	Dataview	Displays the agent status for each agent returned by the Script - Automate Agent - Auto Repair*
Dataview - Repaired Agents Last 30 Days	Dataview	Displays information about the agents repaired by the Script - Automate Agent - Auto Repair*

Other Content

Content	Type	Function
CW RMM+ Plugin Configuration	Configuration	A how-to document that explains how to configure RMM+ and ensure this content works as intended.
Custom Table - pvl_repaired_agents	Custom Table	The custom table stores information about agents repaired by the Script - Automate Agent - Auto Repair*
Script - Track Repaired Agents	Sub-Script	Stores information about the agents repaired by the Script - Automate Agent - Auto Repair* into the Custom Table - pvl_repaired_agents custom table.
Script - ScreenConnect Client - Connectivity - Audit*	Sub-Script	Determines whether the computer is online in the ScreenConnect portal.
Script - ScreenConnect Client - Command - Execute*	Sub-Script	Executes commands on the machine from the ScreenConnect portal.
Script - Automate Agent - Reinstall*	Sub-Script	Attempts to reinstall the Automate agent via the ScreenConnect portal.
Agent - Generate Location Installer URL*	Sub-Script	Generates the agent installer token for the reinstall command.

Implementation

1. Ensure RMM+ is configured correctly using the following documentation:

   • CW RMM+ Plugin Configuration

2. If the Internal Monitor - No Checkin for More Than 30 Days* already exists and is running the Script - Automate Agent - Auto Repair* as an auto-fix, please delete the monitor from the system before proceeding to the next step to ensure you get the latest content installed.

   • Take note of the ticket category before deleting it so we can keep it the same between updates.
   • If no ticket category is specified and none was set up on the old monitor, please consult with the consultant to ensure they do not want tickets created for broken agents.

3. Import the following content using the ProSync Plugin:

   • Script - Automate Agent - Auto Repair*
   • Internal Monitor - No Checkin for More Than 30 Days*
   • Dataview - Agent - Agent Check-in Health
   • Dataview - Repaired Agents Last 30 Days
   • Alert Template - △ Custom - Autofix - Offline Agent Remediation (RMM+)

4. Reload the system cache.

5. Importing the parent script should also import the Sub-Scripts. If you are unable to find the Sub-Scripts after reloading the system cache, then import the following scripts from the ProSync plugin:

   • Script - Track Repaired Agents
   • Script - ScreenConnect Client - Connectivity - Audit*
   • Script - ScreenConnect Client - Command - Execute*
   • Script - Automate Agent - Reinstall*
   • Agent - Generate Location Installer URL*

   Then reload the system cache again.

6. Run the Script - Automate Agent - Auto Repair* against a random computer with the Set Environment = 1. This will create the system properties used by the script.

7. Go to system properties and set the required values for the Agent_Repair_Duplicate_Check_Enabled and Agent_Repair_Re_Install_Enabled properties. Check the System Properties table of the script's document for more information on these properties.

8. Pick a random computer that is online in both Automate and ScreenConnect, and debug the Script - ScreenConnect Client - Connectivity - Audit* against that computer. Check the value for the internal variable %pluginresult%; it should be a positive integer value. If it is not returning a positive integer value and returns the value for the user variable @Online@ equals -2, then the RMM+ solution is not properly configured and needs to be rechecked (Step 1).

9. Configure the solution as follows:

   • Navigate to Automation → Monitors within the CWA Control Center and set up the following:
     • CWM - Automate - Monitor - No Checkin for More Than 30 Days*
       • Configure with the alert template: △ CUSTOM - Autofix - Offline Agent Remediation (RMM+)
       • Set the required ticket category (to alert on broken agents).
       • Right-click and Run Now to start the monitor.