Things to consider
- Offboarding [[ConnectWise Automate Extra Data Field|EDF]]
Retiring Process
1. Ticket generated once computer is offline for 28 days.
1. Tech to investigate, reference other tools, and reach out to client if needed.
2. Technician retires computer if it will not be coming back online.
3. Technician sets EDF if computer should not have inactive alerts generated or retired.
2. Computers automatically off boarded after 90 days.
Re-onboarding
- Monitor will alert when computers that have been retired are still reaching out to the Automate server. RMM admin will be able to un-retire the computer and agent should be managed again.
```mermaid
flowchart TD
A(RMM Offline 30+ days) --> B(ScreenConnect active past 30 days?)
B -->|Yes| C(Restart RMM services)
B -->|No| D(Reach out to client about status of device)
D --> H(Device still in use?)
H -->|Yes| G
H -->|No| I(Retire agent in RMM)
C --> E(RMM agent online within 24 hours?)
E -->|Yes| F(Ticket will automatically complete!)
E -->|No| G(Schedule RMM agent re-installation)
G --> J(RMM agent online?)
J -->|Yes| F
J -->|No| K(Escalate to RMM admin)
```
[[Mendy Green]] on [[MSPGeek]]:
> Tighten up your process for deploying [[ConnectWise Automate Agent|agents]] and what to do when a computer without an agent is called in for support.
>
> Also utilize the scanning of the probe and inventory of [[Windows Active Directory (AD)|Active Directory]] to compare discovered computers on the network that don't have agents (don't use the probe for deployment just scanning). There's some things on the forums that'll help with this.
>
> Finally depending on the version of [[ConnectWise Automate|automate]] and if you've rotated server passwords, retired agents that come back online will check back in and re-register so you can safely continue to retire them after X period. We would have them fall off billing into a $0 line item after 30 days of being offline and then removed from inventory after 90 days.
>
> Finally finally utilize [[ConnectWise Control|Control]], before retiring an agent after 90 days we'd double check its offline in control first. If it's still online we'd use it to repair the agent. This was all automatic with some scripts and reports.
[DarenWhite99 on MSPGeek Discord](https://discordapp.com/channels/801971115013963818/801972466154864641/1323773440905187348)
## Find Retired Computer Still Reaching Out
```MySQL
SELECT ID, Name, AssetDate, RetiredDate, LastContact, RetireComments
FROM retiredassets
WHERE LastContact > RetiredDate
AND LastContact > DATE_SUB(NOW(), INTERVAL 30 DAY)
AND TIMESTAMPDIFF(HOUR, RetiredDate, LastContact) >= 4
ORDER BY LastContact DESC;
```
Fancier v2 that gathers ClientName and LocationName
```MySQL
SELECT
ra.ID,
ra.Name,
ra.AssetDate,
ra.RetiredDate,
ra.LastContact,
ra.RetireComments,
c.Name AS ClientName,
l.Name AS LocationName
FROM
retiredassets ra
JOIN
Clients c ON ra.ClientID = c.ClientID
JOIN
Locations l ON ra.LocationID = l.LocationID
WHERE
ra.LastContact > ra.RetiredDate
AND ra.LastContact > DATE_SUB(NOW(), INTERVAL 30 DAY)
AND TIMESTAMPDIFF(HOUR, ra.RetiredDate, ra.LastContact) >= 4
ORDER BY
ra.LastContact DESC;
```