You manage companies and sites in a tree structure called company tree. Each organization defined in this tree structure can be a certified partner, an IT Service company, a Solution company or a site associated with a company or another site.  See the description

Inheritance rules and any monitoring data visible will depend on the type of company and on the configuration of the parent site.

Types of companies

Certified resellers (CR)

• These are partner companies that are EV Observe-certified.
  • Certified partners can manage the EV Observe solution for customer companies. These customer companies are called IT Service companies.
  • Certified partners can also resell the EV Observe solution to customer companies. These customer companies are called Solution companies.

• Users created for the partner company will belong to the partner company's IT team in charge of EV Observe platform operations, such as operations technicians, ISD, network experts, etc. These users are in charge of managing IT Service companies.
• A partner company can include one or more sites and subsites.

IT Service companies

• These are the customer companies of a certified reseller (CR). Their IT Service contract with this partner company ensures the monitoring of their information system using EV Observe.
  • The monitoring of all of the customer company's information system components is carried out by the partner company.
  • The configuration is defined in the partner company, e.g. contacts, contact groups, timeslots, etc.
  • It appears in the configuration of the customer company.

• An IT Service company can include one or more sites and subsites.
• The IT Service company offering is applicable in a managed service provider (MSP or multi-customer) context.

Solution companies

• These are the customer companies of a certified reseller (CR) from whom the EV Observe solution was acquired in order to carry out the monitoring of their own information system.
  • The monitoring of all of the customer company's information system components is carried out by the customer company autonomously.
  • Configuration data is hosted in a partitioned environment and is completely isolated from the partner company. The partner company will not perform any task in the customer company's scope.
  • The customer company is in charge of defining the configuration, e.g. contacts, contact groups, timeslots, etc. The partner company can only access it using the Administrator profile.

• A Solution company can include one or more sites and subsites.

Sites associated with a company or another site

• The configuration is defined in the parent site.

Inheritance rules

Based on the principle of inheritance, when you define configuration items at a given level within the company tree, the configuration of all hosts, services and user services in the lower levels will inherit these configuration items.
 

Host monitoring using a Box

• A host can be monitored by a Box if the Box is located at the very least located at the same level as the host within the company tree.
• Users in charge of configuring the monitoring of hosts must be associated with a company located at the very least at the same level as the parent company of the Box within the company tree.

Inheritance of configurations

 IT Service companies

• IT Service companies will inherit the following configurations defined for the higher-level company, which can either be an IT Service company or a Solution company.
  • Notification contacts
  • Timeslots
  • Ticketing integrations

• Monitoring accounts will not be inherited.
   

Solution companies

• Solution companies will not inherit any configuration defined for the parent partner company.
   

Sites associated with a company or another site

• The sites belonging to a company will automatically inherit the company's management method, i.e. IT Service or Solution.
• Sites will inherit the following configurations defined for the higher-level company, which can either be an IT Service company or a Solution company.
  • Notification contacts
  • Timeslots
  • Ticketing integrations
  • Monitoring accounts

Inheritance of ticketing integrations

Integrations configured in a certified reseller (CR)

• Users created in a partner company can use the integration:
  • In the partner company
  • In any IT Service company or site associated with the partner company

• The integration cannot be used by users created in a Solution company or site associated with the partner company.

• The integration cannot be used in a Solution company associated with the partner company.
   

Integrations configured in an IT Service company

• This integration takes priority over any integration defined in the parent partner company.

• The integration cannot be used by users created in an IT Service company.
   

Integrations configured in a Solution company

• The integration can be used by users created in a Solution company.

Notes

• Users authorized to access the Organization menu can create IT Service companies and Solution companies.
• There is no limit to the company tree.
• The root of the company tree is the parent company of the logged-in user.
• Users cannot see other same-level companies or higher-level companies.
• The management method of a company (i.e. IT Service or Solution) can only be modified if no host was created for the company or for its sites.

Best Practice

• Define the following items at the highest level so that all lower levels will inherit the centralized configuration: service templates, monitoring accounts, control timeslots, availability timeslots, notification timeslots, contacts and contact groups.

Menu access

Organization > Sites

Screens description

General information

Name of the company: Name of the customer company (partner, IT Service, Solution or site).

Public IP: Public IP address of the customer company.

Code: Automatically assigned unique key of the customer company.

VIP: Used to indicate if the customer company is a VIP (value Yes selected).

Zip Code, City, Address: Location of the customer company.

Sender email: Email address from which monitoring notifications on user services are sent.

Telephone: Phone number of the customer company.

Mode: Used to indicate if the customer company is an IT Service company (value Yes selected) or a Solution company (value No selected).

• This field is hidden for parent sites.

ID: Automatically assigned unique ID of the customer company.

Path: Path of the customer company in the company tree.

• You should separate the levels in the tree structure using the exclamation mark (!).

Customers

List of customer companies associated with the company selected in the top half of the screen.

Sites

List of sites associated with the company selected in the top half of the screen.

Procedures

How to create an IT Service company or a Solution company

1. Select Organization > Sites.

2. Expand the company tree and select the root.

The form of the company located at the root of the tree structure will appear.

3. Select the Customers tab.

4. Click Add.

5. Specify the information on the new company.

• Select the IT Service option or the Solution option in the Mode field.

• Specify the location of the company.
  • You can select the Address option in the Location field and specify the Zip Code, City and Address fields.
  • You can also select the GPS option in the Location field and enter the latitude and longitude.

6. Click Apply.

The company will be created. It will be added to the company tree, just below the root.

How to create a site

1. Select Organization > Sites.

2. Expand the company tree and select the parent company or site of the new site.

3. Select the Sites tab.

4. Click Add.

5. Enter the information on the new site.

6. Click Apply.

The site will be created. It will be added to the company tree, just below the parent company or site.