Configure alerts for Agent problems

An Agent Problem Alert email is sent when the N-sight RMM Agent can communicate with the All Devices view, but it can't upload files. After the Agent successfully reports back to the All Devices view, a recovery email is sent to the configured recipients.

Agent Problem Alert email is generated when an N-sight RMM Agent upload contains incomplete check results. The corresponding server on the All Devices view displays the last successful upload time.

An upload may contain incomplete check results if there is insufficient disk space on the device where the Agent is installed or if there are insufficient permissions on the installation folder.

Agent Problem Recovery Alert email is generated after the issue is resolved and data is successfully sent to the All Devices view.

You can configure the alert email templates to match your requirements, which may be important if you use the emails to open and close tickets in a helpdesk system.

Configure the Agent problem / recovery alert mail template

You can use substitution strings in the email template. See the Substitution String information below or see Mail Template Substitution Strings .

  1. On the All Devices view, go to Mail Templates > Agent Problem Alert Mail or Agent Problem Recovery Alert Mail.

  2. Enter the From address the Reports are to come from. We recommend you use the format, Descriptive Name <Email Address>, to ensure acceptance by all email clients.

    If you use a custom From address in a mail template, you must ensure the address exists. If the From address does not exist, our sender verification check may fail. For reference, the default mail server for the From address is alert@remote.management.

  3. Enter the information for the Subject line, Plain Text Message, and HTML Text message.

    All content changes must be applied to both the Plain Text Message and the HTML versions.

  4. Click OK to save.

HTML Body Editor

When you edit the body of the email, you can change both the Plain Text and HTML versions. For greater flexibility, when you configure the HTML version of the template there is a visual WYSIWYG (What You See Is What You Get) and an HTML Source editor.

To use the HTML Source Editor:

  1. Click the HTML button above the HTML body.
  2. Edit the HTML in the to open the HTML Source Editor.
  3. Click Update to save and return to the Mail Template dialog.
  4. Review the HTML changes in the WYSIWYG editor.
  5. After making any further changes click OK to save the template.

Substitution Strings (Wildcards)

Substitution strings replace the wildcard entered in the template with the corresponding value from the database so you can replace generic terms and provide a more personalized message containing your Client's details and other information.

Templates support substitution strings in their From address, Subject line and Body (both text and HTML).

To include substitutions strings in a template:

  1. In the template you are configuring, select where to add the string in the template's From address, Subject line or Body.
  2. Choose the substitution string from the drop-down. Only those supported in the selected template field are displayed.
  3. Click Insert Code to insert the string at the selected spot.
  4. Click OK to save the template.

If you add substitution strings in the template body, we recommend you insert the string in the Plain Text Message and the HTML versions.

The following substitution strings are available in the Agent Problem Alert Mail and Agent Problem Resolution Mail template.

Variable Substitution String Supported in From address? Supported in Subject line? Supported in Body? Note Example
Autotask Ticket <Autotask> No No Yes Autotask XML content See below
Client Name #CLIENT# Yes Yes Yes Client name in All Devices view. Abertay Pharmaceuticals
Device Name #DEVICE# Yes Yes Yes Device name in All Devices view. SERVER101
Site Name #SITE# Yes Yes Yes Site name in All Devices view. Head Office
Problem #ERRMSG# No No Yes Cause of the failure Unable to create XML file

Autotask Ticket (Legacy)

The Autotask Ticket email alert Ticket is not required where PSA Integration is enabled for your N-sight RMM. The PSA integration uses the Autotask API rather than email to generate Tickets in its system.

<Autotask>
			<ID name="Your Autotask(tm) ID goes here"/>
			<PW name="Your Autotask(tm) Password goes here"/>
			<Customer name="#CLIENT#"/>
			<SubIssue name=""/>
		</Autotask>

Autotask Ticket is a legacy option and is not required when using N-sight RMM's PSA Integration as this uses Autotask's API rather than emails.

SPF Records and the Allowed List

Changes to the template From address, for example to an email address from your domain, can result in the email being classified as coming from a spoofed domain.

If you use Sender Policy Framework (SPF) and a custom From address for Alerts and Reports, we recommend you Configure DNS Records for N-sight RMM email notifications

If you have an email security firewall in place, we recommend you allow our mail server for N-sight RMM.

From Address Format

The All Devices view supports the use of commas as separators when you configure multiple email recipients. If the From address contains a descriptive name with a comma, or the possibility of a comma when using substitution strings, we recommend you encapsulate the name in inverted commas " ". For example:

  • "Descriptive, name" <my@address.rmm>
  • "#ACCOUNT#" <my@address.rmm>
  • "#CLIENT#" <my@address.rmm>

If you use a custom From address in a mail template, you must ensure the address exists. If the From address does not exist, our sender verification check may fail. For reference, the default mail server for the From address is alert@remote.management.