PRTG

PRTG (Paessler) monitors networks, servers and services: probes at each site check devices with sensors, and PRTG raises an alarm when a sensor goes Down or Warning. Connect PRTG, and Neo agents can work the alert tickets PRTG’s notification emails open in your PSA, pause devices for planned work, and read what PRTG sees when a ticket names a device. Neo works with PRTG Network Monitor on your own server and with PRTG Hosted Monitor.

​

What Neo can do with PRTG

• Find the sensor behind an alert ticket, by the sensor id in the email or by device and sensor name
• Move the ticket to the customer the sensor belongs to, from a tag or comment on its probe or group, or from the Organization Mapping tab
• Merge a repeat alert for the same sensor into the ticket that is already open for it, and note the Up email on that ticket
• Add a note with the sensor’s status, message and channel values, how often it changed today, and whether the whole device or probe is down
• Acknowledge an alarm with the ticket number
• Pause a sensor, device, group or probe for a maintenance window, and resume it
• Read sensor history, the PRTG log, PRTG’s own tickets and reports
• Change limits, tags and other settings, clone and add objects, and read and change notifications, with the access and approvals you choose
• Use PRTG’s API v2 as well, when you give Neo the address of your PRTG application server

​

How alerts reach Neo

PRTG sends an alert to your PSA as an email, through a Send Email notification to the mailbox your PSA turns into tickets (Autotask’s Incoming Email Processing, for example). Neo’s agent starts on the new ticket, finds the sensor, and moves the ticket to the right customer. The connect guide gives the email text that carries the sensor id, so the match is exact. Neo does not receive PRTG’s Execute HTTP Action notification: that action sends a form-encoded body with no way to sign it in, and Neo has no address that takes alerts from a monitoring tool. The email route carries the same device, group, sensor, status, message and ids.

​

How your customers are found

PRTG has no customer list of its own: you put each customer under a remote probe at their site, or in a group you name after them. Neo maps these probes and groups to your PSA companies and keeps the mapping on the PRTG card’s Organization Mapping tab. It refreshes the mapping when you save the key, and again on each nightly PSA sync. Neo maps every probe, every group one or two levels under a probe (such as Acme or Customers/Acme), and any group that carries Neo’s tag.

• A tag names the customer. Tag the customer’s probe or group neo-customer-<number>, where <number> is the company’s number in your PSA (Autotask: the Company Number; ConnectWise: the company Identifier), or its PSA company id. You can write Neo customer: <number> on a line of its comments instead. Every sensor under it inherits the tag, so the agent reads the customer from the alert’s own sensor, and the mapping links the probe or group to that company.
• Otherwise, Neo matches the probe’s or group’s name to the company’s name. A name that is a short code, such as ACM01 for ACM01 - Acme, is a suggestion for you to confirm.

A tag, a name match, or a match you confirm is handed straight to your agents, so they start from the customer’s probes and groups. A suggestion or an AI match is not: it shows on the Organization Mapping tab, where you can confirm or correct it. When a sensor maps to no customer, the agent leaves the ticket’s company as it is and notes that the sensor’s group needs a tag or a mapping. It never guesses a company. See PRTG API for the permission groups.

​

Next steps