Policies are templates for Asset settings that you can use to set preferences, customize upgrades, or change settings in bulk. This feature also makes adding new Assets much easier. You can create a Policy and specify your Asset settings, then simply apply that Policy to Assets as you see fit. Then you can modify changes to the Policy and it will change the settings of all related Assets in bulk.
Table of Contents:
Device Uninstall Code
Process and Service Monitors
Windows Event Log Policies
Creating Windows Event Log Policies
Resource Usage Alerts and Agent Status Notifications
Managed AV - Enable Bitdefender or Emsisoft
System Tray Menu
Agent Contact Form
To get started, head over to your Assets list. Then, select "View" to open the drop down and select "Policies" to view your Policies list.
This will display all of your current Policies, and a brief description of each so you have an idea of what each one does. You can also create your own Policies, as well as edit your existing ones. We have included 4 Policies to get you started, but you can always delete/edit these and create your own if you so desire.
To create a new Policy, click "+New Policy" here:
Next, enter in a name for your Policy, then click "Next".
Now, you can edit which settings you would like to add to the Policy. Don't worry, these are not set in stone and you can edit them later. All Assets attached to these Policies will also change their setting to match these automatically. There are a lot of settings to tinker with, so play around with them to find which works best for your Assets.
You can require a 4-digit pin for end-users to enter to uninstall Syncro from the control panel. This helps ensure your customers are unable to uninstall the Syncro agent unless you want them to.
With this enabled, your customers will see a prompt similar to this with your company's branding when they try to uninstall Syncro from the control panel:
With this setting disabled, your customers will be able to uninstall whenever they would like. Please note that you can always uninstall the Syncro Agent by deleting the asset in Syncro, regardless if an uninstall code is enabled on the device.
You can trigger alerts in the Notification Center by checking these options.
Alert: Choose from these triggers to have an alert created when the Agent syncs to notify techs
Auto-Resolve: Select any of these so that when an alert does fire off, the system will automatically resolve the alert. The Alert will still show in the Device Activity for historical purposes.
Low Hard Drive Space Alert Thresholds: This sets the thresholds for low storage alerts on one or more drive letters. Any number of drives can be simultaneously monitored by free space in GB, or as a percentage.
Drives listed here that do not exist on any given asset will be ignored.
Drives not implicitly listed here will not alert for low storage space.
Thresholds can be overridden, and one-off drives can be added to individual assets to aid you in fine tuning your monitoring. More on that HERE.
Get Notified when something is Auto-Resolved by adding a Notification Center rule - "RMM Alert - was auto-resolved"
Process and Service Monitors allow you to manage alerts and automation around starting, stopping, and running Processes and Services. You can learn more about creating and using Process and Service Monitoring Policies HERE.
Event Log Policies enable you to easily monitor Assets for problematic events.
Click the 'Edit Event Log Policies' link to navigate to the Event Log Policies page and start building a new Policy.
From this page, click the '+New Event Log Policy' button in the upper right-hand corner of the page.
You have a few options to pull from when creating your new Event Log Policy: use the provided Event Log Queries or create new ones. You can also filter by Event Log Query name and expand to view details of the query more closely.
Clicking '+New Event Log Query' will call up a pop-up where you can enter the details for the agent to use to grab the query.
After selecting the queries you'd like to use in the Event Log Policy you're creating, hit the Save button at the bottom the page.
Resource Usage alerts allow you to set monitoring for CPU and Memory usage over a certain percentage for an average period of time.
Agent Status Notification will notify you if the Agent has been offline for number of minutes entered. The Re-Arm tells the system to notify you again after a certain amount of minutes entered. Note: leaving the fields blank makes them disabled.
Detailed Resouce Alerts
The Resource Usage alerts will include the highest processes that triggered the alert so you know what is contributing to that alert:
Set some 3rd party applications to install or update on their own as a component of the Policy for the installed Agent. Patch Management Policies are attached Policies and are applied when an Asset is added to the Policy. Patch Management Policies can also be used across Asset Policies if you want to have similar software patching across offerings.
Also set whether or not Syncro manages Windows updates based on a schedule so that Windows updates do not interrupt your customer's business.
To create a new Patch Management Policy click the 'here' link under Third Party Applications to get started.
On the next screen you can Create, edit or remove Patch Management Policies.
When creating or editing, select from the radial options for the software you want to have install and/or update on its own.
Click the drop down to enable Bitdefender or Emsisoft to reveal the options for either.
To learn more about Webroot head here
Set the language for the supported device.
Enabling Attended Access on a policy will allow customers to approve or deny remote access to their computer.
Once enabled, customers can choose to accept remote access, allow remote access for 24 hours, or deny remote access.
You can limit who can and cannot enable Attended Access by turning on this setting in Security Groups:
Enabling this setting will allow technicians to turn Attended Access on/off on the policy. Disabling the setting will hide the Attended Access option from the policy settings as if it did not exist.
You can customize the options available to your customer when they click on the System Tray menu.
- URL - Allow a customer to go to a specific URL of your choosing
- Portal - Send the customer to the Customer Portal. NOTE: Asset must have an assigned contact to be directed to the full customer portal. Assets without assigned contacts will be directed to the new ticket creation page.
- File - Allow a customer to download a file. NOTE: The URL must be a direct download link.
- Mail - This lets a customer send an email directly to an address of your choosing
- CMD - Let's customers run simple command line strings
- Text - Write some custom text to be displayed on the System Tray
- Divider - Adds a separating divider on the System Tray to help with organization
- Agent Contact Form - Allows you to create a custom contact form for customers to create ticket requests
To create a new Agent Contact Form, head to Policies > Policy Modules > Agent Contact Form and select "New" to create a new form.
You can which fields you want to be required for your customers in order to submit an Agent Contact Form. Then, you can add in ticket settings for tickets created from the agent contact form:
Once the form has been created, select "Save" to save the contact form. Now, when editing a policy, the Contact Form will be available in the dropdown.
- If the Contact is attached to the Asset, the Contact's information will be auto-completed within the Contact Form. If the client decides to edit this information, the updated Contact information will be attached as a private note on the ticket so your team knows what the client submitted. It will not override the current contact information. Similarly, if there is no Contact assigned to the Asset, whatever contact information the client completes within the Contact Form will be attached to the Ticket in the form of a private note.
- The Ticket will be associated with the Customer the Asset is attached to (or the Contact if there is a Contact attached to the Asset).
- Customers will be given the option to attach a screenshot to the request form
Check out our video on the Agent Contact Forms here:
Policies can now also automatically run a script on an Asset whenever the Policy is applied to an Asset (including fresh installs and when switching to a new Policy). You can also automatically apply a script schedule to any Asset with this Policy, and removing the script from this list will also remove it from any Asset applied with this Policy for easy changes.
For Setup Scripts, you have 3 options for when they will run:
1) If Never Run - This will run the script if the Asset has never run the script before.
2) Always - This will run the script every time an Asset is applied with this Policy.
3) If Not Run Within Past... - This will run the script if the Asset has not run the script in X many days, where you can set X to any positive integer.
For Scheduled Scripts, they will use the same schedule scheme as before, ranging from every 15 minutes to monthly.