What is RMM scripting & why should it matter to MSPs?

RMM scripting refers to the use of scripting languages within remote monitoring and management (RMM) software. It allows managed service providers (MSPs) to automate tasks, perform maintenance, and customize their RMM software. By leveraging scripting languages, MSPs can streamline operations, enhance efficiency, and deliver proactive IT management services to their clients.

Scripting best practices

• Use the “If/Then/Else” logic

The if/then/else logic in scripting is a conditional statement that allows the program to make decisions based on certain conditions. It follows the structure of “if” a specific condition is met, “then” execute a particular set of instructions, and “else” execute an alternative set of instructions if the condition is not met. This logic enables scripts to perform different actions based on different scenarios, enhancing their flexibility and adaptability.

This approach helps keep your steps organized and makes troubleshooting them easier.

• Custom fields can store and retrieve data on the company, site, or computer using scripts

Custom fields control what devices a script can run against, but it’s really much more than that, and that’s certainly not the most powerful thing to use them for.

For MSPs, custom fields can unlock tailored automation. With custom fields, you can control which devices a script can run against and even store and retrieve data on the company, site, or computer level. For example, you can use a custom field in a script to collect the Bitlocker keys from a computer or store a Site Token to install a tool.

Custom fields enable MSPs to deliver more efficient and targeted services, optimize operations, and effectively manage and support their clients’ IT infrastructure.

• Don’t reinvent the wheel

When developing scripts, there is no need to complicate the process. It’s perfectly acceptable to leverage existing content, particularly if it has proven to be effective in the past.

Benefits of scripting

• Save time and cut costs

Automating repetitive processes frees up your technicians to spend more time servicing clients—and brings your costs down. This allows them to allocate resources more effectively and focus on higher-value activities.

• Close tickets faster and boost customer satisfaction

When techs aren’t bogged down dealing with tasks that can easily be automated, they’re able to address clients’ issues more quickly, leading to happier customers and more referrals.

• Improve business process standardization and speed up onboarding

Standardized processes create a more consistent experience for customers and employees alike—and they allow you to onboard customers more easily.

• Address issues reactively and proactively

Since scripts can automate several actions in a sequence, techs can select and run a script on demand to quickly address a client issue. In addition to on-demand use cases, scripts can be set to run automatically on a set schedule to solve issues identified by the script conditions before your customer or your team notices the issue.

• Make your technicians happy

A well-oiled scripting engine allows your techs to focus on what they do best—improving employee satisfaction and retention.

How scripting works

Scripting involves writing a series of instructions or commands using a scripting language, such as Batch, Bash, and PowerShell. These scripts are then executed by an interpreter or runtime environment, which reads and interprets the code line by line. Through control flow structures such as loops and conditionals, scripts can make decisions, repeat actions, and modularize code. They can also interact with various resources such as files, databases, and APIs.

Scripting languages provide error-handling mechanisms to catch and handle errors during execution. With scripting, users can achieve their desired outcomes efficiently and effectively, whether it’s building interactive web pages, automating system tasks, manipulating data, or customizing game behavior.

How to write a script

1. Define the objective: Clearly identify the specific task or goal you want to accomplish with your script. It could be automating a routine maintenance task, generating reports, or deploying software updates. Understanding the objective will help you determine the necessary actions and logic for your script.
2. Choose the scripting language: Determine which scripting language is supported by your RMM platform. Common options include Batch, Bash, and PowerShell. Select the language that best suits your needs and expertise. Familiarize yourself with the syntax and capabilities of the chosen language.
3. Plan the script: Outline the logical flow and steps required to achieve your objective. Break down the task into smaller subtasks if needed. Consider any inputs, outputs, or dependencies your script may have. Determine the functions, libraries, or APIs provided by the RMM platform that you can use in your script.
4. Write the script: Start writing the script using the chosen scripting language. Follow the syntax and rules of the language. Use the functions, libraries, or APIs provided by the RMM platform to interact with its features and resources. Implement the logic and steps outlined in your plan.

Pro tip: Some tools offer AI-script generation capabilities that enable a user to quickly generate a PowerShell, Batch, or Bash script using plain text. This can empower less experienced techs to branch out with new scripting languages and save experienced techs time building scripts and reviewing scripts for others.

Using scripting with variables

Using variables in scripting allows MSPs to store and manipulate data dynamically. Variables act as containers that hold values, which can be updated and referenced throughout the script. By using variables, you can make your scripts more flexible and reusable, as they enable you to work with different data inputs or perform calculations based on changing values. Variables enhance the efficiency and effectiveness of scripting by providing a way to store and retrieve information as needed.

Error handling in script design

Why use custom fields in scripting? Because that’s how you create automation magic.

Error handling in script design refers to the process of anticipating and managing errors or exceptions that may occur during a script’s execution. It involves implementing mechanisms to detect, handle, and recover from errors gracefully, ensuring that the script continues to run smoothly and provides appropriate feedback to users.

Error handling in RMM scripting involves using try-catch blocks, providing informative error messages, logging errors, and implementing error recovery mechanisms. This ensures that scripts can handle errors gracefully and continue execution.