Add servers in one account to multiple MSP customer accounts

How to add servers currently monitored by Site24x7 in one account to multiple MSP customer accounts?

Use Case: 

An existing Site24x7 user has server monitoring for multiple customers in a regular Site24x7 account and plans to move to the MSP Plan. Now, the MSP wants to change the server monitors to the corresponding 'customer accounts' under their MSP Account.

 

Notes
The historic data and the current display name of the server monitors will not be migrated. This article is intended to avoid uninstalling and reinstalling the server monitoring agent on the servers and instead point the existing installation to the new account. The server will be added as a new monitor under the new MSP customer account and hence no past data will be available.
 

Solution:

In Site24x7, an account, irrespective of the number of servers, will have only one Device key mapped to it.
So, in order to change a server agent to point to a particular MSP customer, you have to make a few changes to the agent configuration.
You can locate the Device Key of your Site24x7 account by going to Admin -> Developer -> Device Key. Please make a note of the Device Key of the account to which the monitors are to be migrated.

Steps to be followed for a Windows server:

  1. Go to the Registry Editor (regedit)

  2. Go to the path HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent > CustomerID. Under "Value Data", enter the Device key of the MSP customer to be pointed. Click OK

  3. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent\Monitoring > IsFirstStart. Change the "Value Data" to TRUE

  4. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent\Monitoring > MonitoringAgentKey. Enter SITE24X7 under "Value Data"

  5. Restart the Site24x7 agent service:

    1. Run services.msc in the Run (Windows + R key) terminal.

    2. In the list of services, select Site24x7 Windows Agent.

    3. Right-click on Site24x7 Windows Agent service and then select Restart.

       

Steps to be followed if your Windows agent version is 20.0.2 and above: 

  1. Go to the Registry Editor. (regedit)

  2. Go to the path HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent. Delete the keys DeviceKey# and DeviceKey.

  3. Go to the path HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent.

  4. Add a new string value CustomerID. Under "Value Data", enter the Device key of the MSP customer to be pointed. Click OK.

  5. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent\Monitoring > IsFirstStart. Change the "Value Data" to TRUE.

  6. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ManageEngine\Site24x7WindowsAgent\Monitoring > MonitoringAgentKey. Enter SITE24X7 under "Value Data".

  7. Restart the Site24x7 agent service:

    1. Run services.msc in the Run (Windows + R key) terminal.

    2. In the list of services, select Site24x7 Windows Agent.

    3. Right-click on Site24x7 Windows Agent service and then select Restart.

 

Steps to be performed by a root user or user with sudo permission for a Linux server:

  1. Open /opt/site24x7/monagent/conf/monagent.cfg file

  2. Make the following changes:
    customer_id to the Device key of the MSP customer to be pointed
    agent_key = 0
    agent_unique_id = 0

  3. Restart the agent.
    /opt/site24x7/monagent/bin/monagent restart

 

Steps to be followed if your Linux agent version is 18.1.0 and above:

  1. Open /opt/site24x7/monagent/conf/monagent.cfg file.
  2. Make the following changes:
    Change encrypted_customer_id  to customer_id and update customer_id to the Device key of the MSP  customer to be pointed. 
    agent_key = 0
    agent_unique_id = 0
  3. Restart the agent.
    /opt/site24x7/monagent/bin/monagent restart

Notes
Once the mapping is complete, the MSP can suspend/delete their server monitors from the old account. If you prefer to retain the historic data, we recommend suspending the monitor in the previous account.