Release Notes 2.27 (March 12th, 2021)


Viakoo Release Notes 2.27

(March 12th, 2021)

Viakoo Release 2.27 is an incremental step forward for the Viakoo Service. Improvements are made to HelpDesk Notification Profiles, faster SITE_OFF alerting, and component priorities. 

Additionally, Release 2.27 includes more bug fixes and performance enhancements. For more information, please read below for details.

Faster SITE_OFFLINE ticketing

SITE_OFFLINE tickets are opened whenever the Viakoo service stops receiving data from sites. To avoid false alarms, this mechanism needs to wait a reasonable amount of time to confirm the site is truly unresponsive and not just delayed in reporting to the Viakoo datacenter. Historically, this has been after about 1 hour of not getting data from the site. 

Release 2.27 combined with 2021-1 (v5600 and above) agents can now support faster SITE_OFFLINE alerts with minimal false alarms. If you have this combination, you should be getting an alert within 25 minutes of site becoming unresponsive. 

For customers with hard SLA requirements, it is possible to upgrade your Viakoo service to a <10 minute alerting with with SITE_OFFLINE. 

Talk to your Viakoo representative if you have more questions.


HelpDesk Notification Profile Options

There are two key changes to HelpDesk Notification profiles: 

  1. By default, they will alert on all tickets. HelpDesk[Member] will only alert when a ticket is assigned to the associated account. All others will alert for each ticket when it gets opened. You can customize it after you associate the notification profile with the account. 
  2. HelpDesk notification profiles are now available in more formats to make it easier for writing parsers for your HelpDesk system. They are explicitly named to make clear their format:
    1. HelpDesk[HTML] - (historically the default format)
    2. HelpDesk[JSON] - alert message in JSON format
    3. HelpDesk[Plain Text] - alert message in plain text format
    4. HelpDesk[Member] - unchanged (html format)

If you want to change format, you will need to reassign the associated notification profile with your HelpDesk account. As mentioned above, this will cause you to receive alerts on any ticket that gets opened. As such, you may need to reset any customizations you had associated with the account.

Sub-Component Priorities

It is now possible to set priorities on arbitrary device subcomponents. This can be useful if you have an older VMS application still installed that the ViakooRA discovers, but it is no longer in use. Another example maybe a device like a GPU fan that only is discoverable when the GPU is in use. In both cases, these components of a existing system potentially open tickets and affect the associated server’s status when actually, you would prefer ignoring them altogether. Just as is done with setting priorities for devices like servers, cameras, switches, et cetera, you can now set these subcomponents to IGNORE as well.


To do this, go to the associated device table in the “Details” tab and click the settings icon (preference_settings_icon.png) in the upper right corner of the table. This will expose controls controls to change the priority of one or more devices in the table. For individual devices, you can simply change the priority using the priority pulldown selector in the associated row. To change multiple devices at once, use the checkboxes along the left side of the table to select more than one or all devices in the table, and then use the priority pulldown selector at the top of the table. 

When finished, click the settings icon  (preference_settings_icon.png) a second time to exit this mode.

IoT Device Types in Overview Display

When clicking on IoT devices in the status arc, the pop-up now includes the type of IoT device in the rendered table. This makes it easier for you to figure out which device you might be looking at in the display.


Miscellaneous Fixes and Improvements

  • Default Diagnostic poll rate is 2 hours. Fast alert polling is still within 5 minutes. If you need a faster diagnostic poll, contact your customer representative.
  • Security fix now prevents direct API calls without STAFF or above credentials to create subregions.
  • Malformed or redundant histograms from agents no longer confuses retention calculations. Release 2.27 normalizes the data to only show one value. This, along with upgrading to 2021-1 agents (5600+) eliminates the problem.
  • Issue with the same device showing up with two different models in the Firmware->Inventory tab when referenced from a Viewing Station and a Recording Server has now been resolved. 
  • Firmware->Compliance view now sorts any manufacturer’s models alphabetically.
  • Resolved problem that would incorrectly mark “CANCELLED” Firmware Upgrade jobs as “SUCCEEDED”.

More information

If you have any questions, comments, bug reports, or suggestions, please reach out to us through the live-chat feature or contact us at

We love hearing from you!

-Team Viakoo

1 (855) 585-3400

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