RMM and monitoring
CVN PSA brings device health from your RMM into the desk, matches each device to a client and turns problems into tickets. It works with NetLock RMM through NetLock's REST API.
Connect NetLock RMM
- In NetLock, create a personal access token with read access to devices, events and organisations. Add patch read access if you want patch detail.
- In CVN PSA, open Configuration › Integrations › NetLock RMM.
- Enter your NetLock API address and the token, and save.
- Use Test to confirm the connection.
The PSA pulls devices and events every five minutes. You can also start a pull by hand from the monitoring screen.
Map RMM tenants to clients
Each NetLock organisation must point at one PSA client.
- Open the RMM tenant list on the monitoring screen.
- Use Auto-map to match tenants to clients by name.
- Map anything left over by hand.
A device-level override survives later syncs, for the odd machine that belongs somewhere else.
Monitoring & Alerts
Monitoring › Monitoring & Alerts shows device health: online state, patch currency, disk space, antivirus and backup status, with alerts below.
Work alerts in this order:
- Critical or offline devices. A server that has stopped checking in may be an outage the client has not noticed yet.
- Backup failures.
- Antivirus not protecting.
- Disk and patch warnings. Schedule these rather than firefighting them.
For each alert you can:
- Create a ticket, so the work is tracked, billed and visible to the client.
- Acknowledge it, only when you are actively working on it.
- Resolve it, with the cause in the note.
Alert rules
Rules turn alert conditions into tickets automatically. Each rule has:
| Setting | Options |
|---|---|
| Kind | Offline, patch, critical patch, disk, sensor, antivirus, backup, job, security, website, or any |
| Severity | Critical, warning, info or any |
| Ticket priority | Urgent, high, normal or low |
| Window | How long a condition must last before it fires, up to 24 hours |
| Auto-resolve | Close the ticket when the condition clears |
| Digest | One ticket per client per week instead of one per device |
A rule that fires again for the same device and the same kind of alert adds to the open ticket rather than opening a new one.
- Name a rule after its outcome, for example "Server offline 15 min, urgent ticket".
- Tune thresholds instead of muting alerts.
- A rule that fires several times a week without anyone acting on it is wrong. Fix the threshold or the underlying problem.
Patch compliance
The PSA re-checks patch status as time passes, retires devices that have been gone a long time, and raises a weekly workstation patching digest. Clients can see patch evidence for their own devices in the client portal.
The desktop agent
The desktop agent is installed on client machines and links each device to a client using an enrollment token. Staff with the Devices & Agent permission generate installer scripts from the admin portal: a provisioning script with the client's token embedded, or a template that reads the token from a parameter so you can push it through your RMM.
The enrollment token is the only secret in the script. Treat it like a password.