Support Needed - CCM

[ancovington]

I am not running a command. On the NagiosXI Host Status page, there are a list of servers with errors. Above is the error that we are getting.

[tmcdonald]

What slansing and lmiltchev are looking for is the check_command that is defined for those hosts. Go to the CCM and view the host's check settings. That is what you must run on the command line.

[ancovington]

How do I create a ticket in order to start the remote session?

[tmcdonald]

How do I create a ticket in order to start the remote session?

I PM'd you the instructions. Once you start the ticket we'll close up this thread and use it for reference. Also I am going to edit the topic title since there are two with the same name and it gets confusing. In the future please use a descriptive title so we can refer directly to one or the other of your threads.

[ancovington]

Ok, I have sent the email.

[tmcdonald]

Ok, I have sent the email.

It looks like you haven't done what we outlined in this post:

Is there a way that support can do a secure meeting or remote into my machine so that we can get this server functioning properly?

It looks like you do have support, but there are a couple things we need to have done before we do a remote:

1.) You'll need to be added on as an approved contact. Talk to your company's contact who set things up initially; they will need to make the request to our sales team to have your specific email added
2.) In addition to having your email added, ask our sales department to add you to our customer support forum.
3.) You will need to open up a support ticket using your approved email. In the ticket please describe as accurately as you can what the problem is and what you have tried so far. I know it seems redundant, but it really does help having everything in one place.

Specifically we need step 1 still. Your email has not come through because whoever set up the support account in the first place has not added your email address as an approved contact.

[ancovington]

I have been added to the support account. I am now able to get into the Nagios Support for Customers forum and our business manager emailed Nagios asking to add me.

[slansing]

You should be able to email in to open a ticket at the top of the next hour, you have been added to the allowed to email list.

[ancovington]

I have emailed to the open ticket.

[slansing]

Excellent, we will move there.