ConnectWise Command: Five tips on how to maximize this solution

Posted:
04/29/2021
| By:
Eric Brown

During the pandemic, managed service providers (MSPs) have reevaluated the tools and processes needed to succeed. That is where ConnectWise Command comes into play. This solution can help businesses get the most out of in-house technicians, scale up or down at a moment's notice, and help resolve more tickets quicker than ever before. Here are five tips on how to better use ConnectWise Command. 

Automated credentials

This feature is for servers and desktops and makes user’s lives more manageable. It is crucial for businesses to use automated credentials that are enabled on a site or resources. This feature allows a script to run with a dynamically changed password. The NOC can automatically get in with the password, and then the password changes again after the NOC logs in through ConnectWise Command. Partner’s service technicians can also use this feature and remote into devices without finding the latest password. 

Automated Credentials can be configured here in the ITSupport portal: RMM Setup - > (select site name) - > NOC / HD Access 

Lights out management

LOM, or lights-out management, is a hardware configuration on servers that allows our NOC team to go in and configure that interface. Our NOC team can log in to a powered-off device, although not all devices support this feature. Partners will need to verify if a particular server resource supports LOM technology. We recommend setting up this feature to allow the NOC to remote in without escalating the off-line server issue to the MSP team. This feature allows for one less phone call to the partner, freeing up precious time for each party. If LOM is not configured, the NOC calls the partner to get the device back online. 

LOM can be be configured here in the ITSupport portal: RMM Setup - > (select site name) - > Passwords - > Lights Out Management Passwords 

NOC access levels

There are three different levels for NOC access. These levels represent how much access a business wants the NOC to have to do things on the server as issues arise. NOC Access Level 2 is the default level when selecting Elite Server Care. NOC Access Level 2 allows the NOC to remote in, troubleshoot, and fix the server problem but does not permit the NOC to reboot the server.

NOC Access Level 3 is the highest level and grants the NOC permission to reboot the server. At NOC Access Level 2, the NOC can find/fix the problem, but the server may need to be rebooted to correct the problem. Assigning NOC Access Level 3 to servers, partners can provide a reboot schedule for the NOC to follow. Then the partner does not have to worry about their devices going off-line in the middle of a busy workday. NOC Access Level 3 gives the NOC the freedom to fix server issues and not bother the partner. All server resources at a site do not need to be set to the same NOC Access level. Partners can then individually assign NOC access levels to servers at the same site. 

NOC Access Levels can be configured here in the ITSupport portal: RMM Setup - > (select site name) - > NOC / HD Access - > Servers/NOC Access Levels section

Connect with us

An issue arises, now what? Partners can reach out to the NOC team by chat sessions, email, or phone. They can connect with the NOC team via chat through the Support button on the top right side of the ConnectWise Command portal. From there, partners can use the drop-down prompts to pick the category needed. Based upon the partner’s selections, the system will make a recommended channel for the partner to use to most effectively contact the support teams: Chat, Phone, or Email. 

Monthly release notes

At ConnectWise Command, we publish monthly release notes in the Command center. We recommend partners go into this feature each month and see the changes within the Command portal. If a partner is not checking these, they could miss out on vital new features or even where a button has moved. It is critical to know what is happening. 

Conclusion

We could share many tips on how to get the most out of ConnectWise Command. Be sure to check out our Facebook and LinkedIn pages to see more helpful information and be on the lookout for our next ConnectWise Command blog that will discuss advanced tips for veteran users.