How Remote Management (RMM) Works

What RMM does

RMM (Remote Monitoring & Management) is the action layer that sits on top of Monitoring. Where Monitoring watches devices, RMM lets you act on them: run PowerShell and batch scripts, deploy patches, open remote desktop sessions, enforce compliance policies, and execute playbooks — all without physically accessing the machine.

The Plenix Agent

All RMM capabilities require the Plenix Agent to be installed on the target device. The agent:

• Registers the device in the platform automatically
• Sends regular health telemetry to Monitoring
• Receives and executes commands from the RMM gateway
• Maintains a persistent WebSocket connection to the platform (so commands execute even if the device is behind NAT/firewall)

Install the agent from RMM → Install Agent — it's a small Windows executable. One agent per device; no per-agent cost.

Scripts Library

RMM → Scripts is your library of reusable scripts. Each script has:

• A name, description, and category
• The script body (PowerShell, CMD batch, or Python)
• An output format (text, JSON)
• A risk tier (read-only vs mutating)

Scripts are versioned — you can see the full edit history. When you run a script against a device, the output is captured and shown inline. Scripts can also be used inside Automation Policies to run automatically on schedules or events.

Running a script from a ticket

This is the most common RMM workflow:

1. Open a ticket in the Service Desk.
2. In the Linked Device panel (right sidebar), the device appears if one is associated with the ticket or the client's company.
3. Click Run Script and choose from the library.
4. The script executes within seconds and the output appears on the ticket — logged as an internal note.

No separate RMM console needed. Everything is contextual to the support workflow.

Patch Management

RMM → Patch Management lets you:

• View pending Windows updates for every agent-based device
• Force an immediate update check
• Deploy specific updates or approve/defer update categories
• Schedule patch windows (e.g. every Sunday at 2 AM)
• Track patch compliance across your estate in Reports

Patch deployment runs through the agent — it triggers Windows Update, monitors for reboot requirements, and reports back the result.

Automation Policies

RMM → Policies (separate from the general Automation module) define rules that apply specifically to device management:

• "If disk usage > 90%, run the Disk Cleanup script automatically"
• "If a service named 'XYZ' stops, restart it and notify the Service Desk"
• "Apply these patch settings to all devices in Device Group: Servers"

Policies use Device Groups to scope which devices they apply to. Group devices by client, by role (workstation vs server), by OS, or any custom tag.

Device Groups

Device Groups let you manage devices in bulk. Assign a group to:

• A Monitoring template (so all devices in the group get the same alert thresholds)
• An RMM policy (so all devices get the same automated responses)
• A patch schedule

Changes to the group propagate to all devices — you don't need to configure each one individually.

RDP Sessions

Open an in-browser Remote Desktop session to any online agent-based device. No VPN required — the session is proxied through the Plenix gateway. Sessions are logged for audit purposes.

How RMM connects to the rest of the platform

Monitoring: RMM and Monitoring share the same device data. Monitoring alerts can trigger RMM policy actions.

Service Desk: Scripts run from a ticket; results are posted as internal notes. An agent never has to leave the ticket to diagnose or fix the issue.

AI Autonomy: The 7 built-in diagnostic playbooks (Disk Usage, Service Status, Event Log Errors, etc.) in the Autonomy module run via the RMM script execution layer. Approving a playbook in Autonomy Approvals causes it to execute via RMM.

Automation: The general Automation module can call RMM actions as automation actions — e.g. "when a ticket is created with the word 'printer', run the Printer Queue diagnostic automatically."

Where to go next

• Install the Plenix Agent
• How Monitoring Works
• How Autonomy Works