The Freshservice Probe lets you discover and manage all SNMP (v1, v2 & v3) devices on your network in the Assets database.
The SNMP Devices supported in Freshservice are:
- Switch
- Printers
- Routers
- Access Points
- Firewall
For all the supported devices, interface information will be automatically fetched and updated under the device properties in Freshservice. For printers, additional information such as Input units, Output units, and Marker units will also be updated in every scan. This information can be accessed from the Components section of each device. For example, the component information for printers will look like this,
All other SNMP devices that are not supported are added to Freshservice under Hardware -> Other Devices -> SNMP. These devices will not be counted as managed assets.
Setting up the SNMP device scan in the Probe:
SNMP devices are automatically scanned when an IP range is scanned using the Freshservice Probe. If you have a dedicated SNMP string in your network, it can be specified while creating a new IP Range scan. If the SNMP string field is not filled out, the probe looks for devices in the default string "public". Learn more about scanning and discovering assets in your network here.
Manually changing the device type of your SNMP device:
In some cases, the SNMP device type may not be identified correctly. In such situations, the device will be listed under Hardware -> Other Devices -> SNMP
These devices can be moved to one of the supported device types by performing any of the following steps:
Changing Device Type Individually:
- Edit the device within Hardware -> Other Devices -> SNMP and manually change the device type to the required one. Once the device is moved to the correct CI type, the components of the device will get automatically updated and the device will now be included in the managed asset list.
- In the Freshservice probe, choose the device whose device type should be changed and select the correct device type from the drop down. Re-scan the device. The device will now be moved to the correct location in Freshservice.
- In the device.csv file that can be found in the probe folder, add the OID of the device and specify the correct device type. During the next scan, all the devices with the OID specified in the device.csv file will be updated in the correct location in Freshservice automatically.
Serial Number Discovery
The probe uses the merged oid library to discover the serial number from any SNMP device. A single SNMP device can be matched in a model(exact match), series, and vendor. Our priority order is as follows: model, second series, and the third vendor. If none of these are able to fetch the serial number then we have a fallback (commonly used) OIDs to fetch the serial number.
The priority order is:
- Model
- Series
- Vendor
Example:
| oid | type | category | type_fields |
| 1.3.6.1.4.1.9.1.339 | Router | model | { |
| 1.3.6.1.4.1.9.1 | Routers | series | { |
| 1.3.6.1.4.1.9 | vendor | { "model": "", "serial_number": "1.3.6.1.4.1.9.9.92.1.1.1.2", "manufacturer": "Cisco Systems" } |
In the above configuration, if the scanned SNMP device SystemObjectID is 1.3.6.1.4.1.9.1.339 then the probe will match all the above three entries, and look for the serial number in the SNMP device according to the priority as mentioned above. So according to that logic, the probe will check the following OIDs in Order:
- 1.3.6.1.4.1.9.1.339.2.19
- 1.3.6.1.4.1.9.1.1.2.19
- 1.3.6.1.4.1.9.9.92.1.1.1.2
- 1.3.6.1.2.1.47.1.1.1.1.11
The Probe will iterate the above Serial number OIDs in order(priority) until a valid serial number is found.
Other Options:
- Configuring Multiple serial number OID in a single model/series/vendor entry - Probe supports multiple OIDs configuration in any entry in the devices.csv file. It should be configured as comma(,) separated values.
- Configuring A model/series/vendor not to fetch the serial number - If the serial_number OID is configured as "BLANK" or "blank" string then the probe will not fetch the serial number.
Example:
| oid | type | category | type_fields |
| 1.3.6.1.4.1.9.1.339 | Router | model | { |
| 1.3.6.1.4.1.9.2.7.288 | Router | model | { "model": "Cisco 2994-DC", "manufacturer": "", "serial_number": "blank" } |
Model/Product Discovery:
The probe will fetch the model/Product value from the merged oid_library and exact matched OID entries model value will be fetched irrespective of the category. And the same value is matched/created in the products in freshservice application side.
Manufacturer Discovery:
The probe will fetch the Manufacturer value from the oid_library in the same way the serial_number is fetched.
Example:
| oid | type | category | type_fields |
| 1.3.6.1.4.1.9.1.339 | Router | model | { |
| 1.3.6.1.4.1.9.1 | Routers | series | { |
| 1.3.6.1.4.1.9 | vendor | { "model": "", "serial_number": "1.3.6.1.4.1.9.9.92.1.1.1.2", "manufacturer": "Cisco Systems" } |
In the above configuration, if the SystemObjectID is 1.3.6.1.4.1.9.1.339 then the probe will fetch the manufacturer value as "Cisco Systems". In this case, since the manufacturer in the model and series are not configured, the next priority is the vendor.
Other Type Fields:
To configure the other type fields the customer can specify the type field label as key and the OID needed to be fetched as a value in the type_fields JSON column.
Note: When Type field label is used as a key, the label should be similar to the label in Freshservice application under the asset type
| oid | type | category | type_fields |
| 1.3.6.1.4.1.9.1.339 | Router | model | { "Software Version": "1.3.6.1.4.1.9.1.339.44.1" |
| 1.3.6.1.4.1.9.1 | Routers | series | { "Software Version": "1.3.6.1.4.1.9.1.1.2.17" |
| 1.3.6.1.4.1.9 | vendor | { "Software Version": "1.3.6.1.2.1.47.1.1.1.1.9" } |
The process followed by the probe to fetch the type fields is the same as fetching the serial number, as mentioned above. The priorities and options remain the same.
