Table of Contents

The Small Customer Offering (SCO)environment, branded to customers as MyNocInABox, is Errigal's 'plug and play' solution for attending smaller customers.

Errigal takes care of the general system maintenance and multiple customers use the same system.

In general, SCO users will use the IDMS similarly to the nom-admin users of our standard customers. The main difference is that they will only see the information for their company's visibilities. Reports,widgets and forms available to them are already customised to filter the data. . The network elements are assigned to clusters that are individual for each Customer. The user accounts for each customer are then assigned to these clusters/ visibilities and therefore are not able to see other customer's elements

With the current offering, SCO customers do not have access to any of the Admin level features, like user management, Network Group Management, Contact Management, Excel File Loader and Grails Domain's Controllers (E.g trap and alarm list). So New users, contacts and elements need to be added by Errigal.

Some of the SCO customers will have more than one controller sending traps from the same IP Address, this breaks our standard trap rule process, as it relies on the trap IP address to associate it to the controller. For some technologies, the traps have a field for the controller name, and that can be used. If that is not the case, the current solution is to ask the costumer to set the 'trap community string' on the controller to reference the controller name.

Current Customers:

Servers and Setup

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The SCO applications are hosted on AWS on N. Virginia region

Production Servers:

QA Servers:

Passwords available on PW Safe

Reporting Manager Considerations

Snmp Manager Considerations

Ticketer Considerations

Deployment Considerations

Onboarding a Customer - Steps required as of 27th April 2023

Onboarding a Customer - General Info ( Some steps here are outdated)

In general, SCO users will use the IDMS similarly to the non-admin users of our standard customers. The main difference is that they will only see the information for their company's visibilities. Reports, widgets and forms available to them are already customised to filter the data. So the main task here is, once we have connectivity, is to load the elements to the customer cluster/visibility and create accounts with those visibilities assigned.

After the sale is confirmed and the contract is signed, we need to start monitoring the customer's devices as soon as possible.

With our standard customers, the IDMS is usually given access to their internal VPN. This will not be the case with SCO, so the customer need to give us access over the public internet.

Some of the SCO customers might not be as used to configuring networks in general, so even though at the end of the day it is their responsibility, they might need help on how to give us access/make the controllers reachable. They need to fill in the following sheet initial_controller_info_ngen.xlsx

First the customer should inform us of public IPs for each controller and port redirects to SNMP port 161 and http port, login credentials and public/private community. There is a template sheet to be filled in. They might either setup a modem for each of the controllers (which will be simpler for us, as each controller will have its own public IP address), or be already behind a firewall which will be configured to forward ports to the controllers, which may require further configuration if many controllers' traps are coming from the same IP address.

The customer should set-up our public load balancer IP, 3.219.166.49, as their devices' SNMP Trap destination (162 - default SNMP trap port).

Create an Errigal customer company (e.g. NGEN) in the ticketer at Ticketer/errigalCustomerCompany/, to be added to the visibility.

Create visibility for that customer on ticketer, the name of the visibility should be the same or at least include the customer name if the customer has many networks and would like/need to group them. E.g. “ECD” or “KLA - DAS” and “KLA - Nom-Das”. This http://wiki.err/doku.php?id=onboarding:advanced:creating_a_new_cluster_visibility_in_all_applications is a good guide to creating ticketer visibilities, although you may have to manually create the NOC portal cluster.

Go to NocPortal overlay management and associate that Cluster/Visibility with the Weather/Fire overlays.

Create a site for the customer at /SnmpManager/site/create e.g. UCH Memorial Central.

Add the customer name as a CUSTOMER-NETWORK ne_type to the network element table at /SnmpManager/networkElement/create e.g CONCISE

Add street address for network element via database.

Add map details latitude and longitude via /SnmpManager/mapDetails/create.

Add the customer's devices under that visibility, either by the topology discovery on EMS or the loadsheets

Associate the elements to the customer site, customer network and map details.

Add customer to company at /SnmpManager/company/create.

In the contact management controller in the SNMP manager, add contact(s) via the manager contact tab and assign it to the created network element via the assign contact tab.

Add carrier with customer name via /SnmpManager/carrier/create.

Export the loaded controllers loadsheets and send the simplified version (excel example equipment_details_-_ngen_-_sprint.xlsx ) for the customer to populate carrier and location details.

Create users for the customer via the user profile application.

On the user profile, set up the new user to use the 'SCO - User' profile. This is a general one which accommodates all SCO users. The profile ensures that users have no admin rights in any applications and do not have access to the user profile. To sync the added ticketer visibilities, press the 'Sync Visibility Elements' under the visibility section. You may need to sync all applications under application admin for some added users roles to show up if necessary. The user business profile should be made up of application profiles specific to the customer, with the exception of the support page. Ensure the profile is set to be visible to SCO Customer and the correct customer is selected in the dropdown. Is it extemely important to not have other companies applications visible to the new customer and vice versa. For each applciation profile, ensure this is also the case.

Add a visibility profile for the customer. These profiles are generally the same except the cluster will be the specific one created above.

You may also need to add a new location for the customer to allow the EMS map to focus in on a different part of the world. Currently, this needs to be added through the database into the location table, where a name and coordinates are required. You can then assign it per user.

Create a test user with the above user profile and test extensively. Use a random password generator and store the details in pwSafe. When you're happy, add the users, which will send a password reset email to their given email address.

Create a Ticketer Home search for the user, with all open tickets and open tickets in alarm received

Create contacts for the emails the user want to be notified for ticket creation and closure. Assign that contact to the customer hubs.

Verify that traps are being processed and ticketing, and no device missing alarms are created. Verify if ticket email notification is being sent.

Verify if Layout is correct for different Levels (TODO: Query to associate a standard layout for a user)

Schedule training/ Demo (Sample Alarms and Tickets can be useful).

3.10.1 Changes

As past of 3.10.1 release, customer aware Global user admin will be implemented ( https://docs.google.com/document/d/13G3OAIPOm6XJx52RqQmnXuWhZO94Jb4uquiYJ2ZAyCA/edit?ts=5e2773e2#heading=h.lyzk2613nymk )

This will allow users with “SCO admin role” to access the global user admin tool but only see the users from its company. This will make use of a new “ErrigalCustomerCompany” domain, that will be associated to users and visibilities.

*Further technical details to be added here.*

Adding elements to existing customers

This section provides a guide on how to add a new network element for an existing SCO customer.

1. Topology Discovery:

2. Verification and Configuration

insert into snmp_manager.network_element_change_sync ( version, date_created, element_id, last_updated) values (0, now(), <element_ID>, now());

3. Additional Steps

Customer Support

Though for the first month after onboarding Sales will be the point of contact for any general/business queries, after that period SCO Customers will have the same support as the standard customers, with Waterford/San Francisco business hours cover for email and access to the critical notification for 24/7 support for critical issues.

They will raise requests via the Support Request tool which will raise a ticket on the Scotty Pro SCO queue for the given customer.

A dedicated customerName_support@errigal.com distro will be created to handle communication within the first 30 days to ensure nothing gets lost. However every effort will be used to drive the customer to the support request page.

Short videos will be created to demonstrate/teach the common tasks of the applications (TODO)