ehealth business service console administration...

eHealth® Business Service Console Administration Guide

MN-EHBSC-001October 2006

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Table of Contents

Preface 7

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Reading Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Revision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Documentation Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 1 Introduction 9

System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9BSC Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Dashboard View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Service Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Ticker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Before You Begin: Installing eHealth Components. . . . . . . . . . . . . . . . . . . . . . . . . 12Understanding How to Set Up a Dashboard View . . . . . . . . . . . . . . . . . . . . . . . . . 12The BSC Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2 Planning Dashboard Views 15

Determining the Resources to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Determining How to Monitor the Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Application Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Service Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Identifying the Key Network and System Resources. . . . . . . . . . . . . . . . . . . . . . . . 17The Next Step: Grouping the Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3

4 • Table of Contents

Chapter 3 Setting Up BSC Groups 19

Understanding Group Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19Before You Group Elements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19Creating the Groupings for the Dashboard Views . . . . . . . . . . . . . . . . . . . . . . . . . .20

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Chapter 4 Using Live Health to Activate the BSC 25

Live Health Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25Using Default eHealth Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25Creating Customized Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

Chapter 5 Creating a BSC Web User Account 29

Best Practices for Managing BSC User Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . .29Creating a Web User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29Configuring User Account Access to the BSC . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Testing the Web User Account Configuration . . . . . . . . . . . . . . . . . . . . . . . . .30

Chapter 6 Managing Service Notes 33

The Purpose of Service Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Understanding Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Enabling a User to Use Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34Configuring Service Note Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34Assigning Service Note Permissions to Web Users . . . . . . . . . . . . . . . . . . . . . .35Specifying Domains for a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Testing the Service Note Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36Deleting Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37Listing Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Chapter 7 Testing the BSC Setup 39

Displaying the BSC for the First Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39TEST 1: Check the Dashboard Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39TEST 2: Check Application Display in the Detail Frame. . . . . . . . . . . . . . . . . . . . .40TEST 3: Check Dashboard Lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42TEST 4: Check for Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42TEST 5: Check the Bar Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43TEST 6: Review the Detail Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43Creating More Dashboard Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

eHealth Business Service Console Administration Guide

Table of Contents • 5

Appendix A Performance Guidelines 45

BSC Display Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45BSC User/Client System Performance Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . .45

Using Application Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Appendix B Best Practices 49

Dashboard View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Dashboard View Is Missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Dashboard View Is Incomplete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Dashboard View Name is Incorrect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Cannot Re-Use a Group and Group List Name . . . . . . . . . . . . . . . . . . . . . . . .50

Status Lights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Live Health . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51Detail Frame. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Application Hierarchy Does Not Appear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51Detail Frame Does Not Display Alias Names for Elements . . . . . . . . . . . . . . .51Bar Chart Does Not Change to Reflect Update . . . . . . . . . . . . . . . . . . . . . . . . .51

Report Drilldowns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52Drilldowns Do Not Appear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52Drilldowns Fail after Using the BSC URL . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Additional Detail Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52False Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Index 55


Preface

This guide describes how to set up and use the eHealth Business Service Console (BSC) to view the performance and availability of the systems, applications, and networks that support your business services. This guide supports eHealth Release 6.0 and later.

AudienceThis guide is intended for anyone who is responsible for setting up and managing the BSC for other users.

About This GuideThis section describes the reading path that you should follow, as well as the revision history of this guide. It also includes the documentation conventions used in this guide.

Reading PathPrior to reading this guide, you should review Introduction to eHealth and Administering eHealth Systems: an Overview. These guides are available in PDF format in the eHealth Web Help and on the Technical Support Web site.

Revision InformationThis is the first release of this guide.

Documentation ConventionsTable 1 lists the conventions used in this document.

Table 1. Documentation Conventions (Page 1 of 2)

Convention Description

File or Directory Name Text that refers to file or directory names.

code Text that refers to system, code, or operating system command lines.

7

8 • Preface

Technical SupportIf you have a Support Contract ID and password, you can access our Support Express knowledgebase at the following URL: http://search.support.concord.com.

If you have a software maintenance contract, you can obtain assistance with eHealth. For online technical assistance and a complete list of primary service hours and telephone numbers, contact Technical Support at http://support.concord.com.

emphasis Text that refers to guide titles or text that is emphasized.

enter Text that you must type exactly as shown.

Name Text that refers to menus, fields in dialogs, or keyboard keys.

New Term Text that refers to a new term, that is, one that is being introduced.

Variable Text that refers to variable values that you substitute.

→ A sequence of menus or menu options. For example, File → Exit means “Choose Exit from the File menu.”

NOTE Important information, tips, or other noteworthy details.

CAUTION Information that helps you avoid data corruption or system failures.

WARNING Information that helps you avoid personal physical danger.

Table 1. Documentation Conventions (Page 2 of 2)

Convention Description


1

Introduction

9

The eHealth Business Service Console (BSC) provides you with high-level “dashboard” views of the performance and availability of your business services. You can tailor the BSC to create a variety of customized business views that meet your needs and the needs of other users at your site.

• For a corporate executive, you can configure dashboard views showing business services based on applications, locations, business units, or a configuration of your choice.

• For an IT or operations manager, you can configure dashboard views that correlate business services with problems that occur in the IT infrastructure. This enables the IT team to determine which systems and applications need to be brought online first to minimize the business impact of problems and service outages.

This chapter begins by outlining the system requirements for the BSC and providing an overview of the most important concepts relating to the console. It concludes with an overview of the task path, or administration roadmap, that you need to follow to successfully set up a BSC dashboard for a user.

System RequirementsTo use the BSC successfully, your system must meet the following system requirements:

• The installed web browser must be one of the following:

– Internet Explorer 6.0 or greater

– Netscape 7.1 or greater on Windows

– Mozilla 1.2.1 or greater on any platform

• The color setting must be 32-bit color. Verify the settings using the xdpyinfo command. If you have an 8-bit color graphics card, you should view the BSC from a Windows system instead of directly on a UNIX console.

• Pop-up blockers must be disabled. To display Service Notes in the BSC, you must disable pop-up blockers for the BSC system. If a pop-up blocker is enabled on the system, you will not be able to access the Service Note feature.

• The web browser must update automatically. Confirm that you have set the correct Internet options:

– If you use Internet Explorer (IE), open an IE browser and select Tools → Internet Options. Under Temporary Internet files, select Settings. Under Check for newer versions of stored pages, select Automatically; then click OK.

– If you use Netscape, open a Netscape window and select Edit → Preferences → Advanced → Cache → Compare the page in the cache to the page on the network; then click OK.

– If you use Mozilla, open a Mozilla window and select Edit → Preferences → Advanced → Cache. Under Compare the page in the cache to the page on the network, select When the page is out of date; then click OK.

10 • Chapter 1 Introduction

BSC ConceptsTo access the BSC, you use the eHealth Web user interface. To use the BSC effectively, you should gain familiarity with the concepts that are specific to the BSC. For detailed information about concepts relating to the eHealth applications that the BSC uses (such as Application Response, Service Availability, and Live Health), refer to the Web Help for those particular product areas.

Dashboard ViewA dashboard view is a representation of groups of applications, systems, and network devices that the BSC is monitoring. A dashboard view can focus on the response and availability of specific applications, watch the performance of devices within the infrastructure only, or provide a window into all activity that affects the organization. You can create different dashboard views based on business units, locations, or services.

• A Business Units dashboard view shows the status of each key business area. You can organize the view based on functional areas, industries, or departments, depending on the way that you want to view the business units within the organization.

• A Locations dashboard view shows the status of business services at the locations that interest you. Locations can consist of any type of regional area (countries, regions, cities, buildings).

• A Services dashboard view shows the status of the important business services within the organization. You can group several applications under one service, or view individual applications.

Each dashboard view is composed of three frames, as shown in Figure 1. The Navigation frame allows you to move from one dashboard view to another and filter the display of information. The Content frame allows you to evaluate the current status of business services by providing a high-level status of each element within the selected dashboard view. The Detail frame shows all elements supporting the selected location, business unit, or service, and enables you to investigate problems by drilling down for details.

Figure 1. Dashboard View

Navigation Frame Content Frame Detail Frame


BSC Concepts • 11

1
Acknowledgements
The BSC activates its status lights when you associate Live Health profiles, which are sets of alarm rules, to the groups of resources that you are monitoring. Alarm rules define the type of element and conditions to monitor, the problem thresholds and duration, and the problem severity. Once you assign a profile to a group or group list of elements, Live Exceptions monitors it (looking for any activity that violates the specified rules) and produces alarms when any of the rules in the profile are triggered.

The BSC changes the dashboard view status lights when alarms occur to indicate that changes in the performance or availability of resources have occurred. If your BSC web user account is configured to display acknowledgements and someone uses the Live Exceptions browser to acknowledge the alarms, an acknowledgement should appear in the BSC next to all red and yellow status lights:

• A checkmark indicates that someone has reviewed the alarm information in the Live Exceptions browser and has acknowledged the existence of the problem.

• An exclamation mark indicates that a Live Health administrator has not acknowledged the problem.

Service NoteThe BSC Service Note icon appears next to the application name (and in the ticker) to alert BSC users that information is available concerning the status of the problem. Through the Service Note interface, administrators and managers can explain why a service is having a problem, confirm who is aware of the issue and is managing its resolution, give progress updates, and specify who should receive the updates. eHealth administrators can configure a BSC to automatically send Service Notes to designated individuals through e-mail and alert them of changes.

TickerThe Ticker button in the upper-right corner of the BSC launches a scrolling ticker. The ticker shows status lights for the dashboards and groups that you are monitoring in the BSC and updates at regular intervals. It displays acknowledgements to indicate that one or more people are aware of the problems, as well as Service Note icons to indicate that additional information is available concerning the status of applications. It also has a focus filter to allow you to focus your view on a particular problem (failure, delay, availability, or response). You can display the ticker from a BSC running on a Windows system only.

You can place the ticker at the top or bottom of the desktop, and monitor the status lights throughout the day without having to keep the main BSC window open. If you want to make the ticker smaller or extend it, you can use the mouse to resize it. From the ticker, you can click a business service, location, or business unit and automatically open the BSC view for the selected item. You can stop the ticker at any time by hovering the mouse over it. To review the latest data for an item, click the status light or the name to drill down to the Detail frame for more information. If a Service Note icon appears next to an application name, you can click the icon to display a note concerning that item.


12 • Chapter 1 Introduction

Before You Begin: Installing eHealth ComponentsTo use the BSC, you must have an eHealth system and must license the eHealth – Live Health application. To monitor availability of applications and measure response time, you should also deploy agents. Before you begin, determine the type of activity that you want to monitor within the infrastructure and install the necessary components, as described in Table 2.

Understanding How to Set Up a Dashboard ViewFigure 2 depicts the general process for setting up a dashboard view for a user. To begin, meet with potential BSC users within your organization who plan to use the BSC to determine the business services that they want to monitor, and how they want these services organized (by location, application, and/or business unit). Next, map parts of the IT infrastructure to selected applications that drive the business services. This mapping is flexible and easy-to-manage using eHealth groups and group lists. After you establish the appropriate groupings using OneClick for eHealth (OneClickEH), activate the BSC using Live Health. You can then use OneClickEH to set up the eHealth web user accounts to provide users with access to the BSC and set up their Service Note privileges. As a final step, test the configuration.

Figure 2. BSC Dashboard View Setup Process

Table 2. Installing Additional Components

Activity Components Additional Steps

Performance of systems and network devices

eHealth and Live Health

NOTE: The BSC is not supported on Distributed eHealth Consoles.

Enter the BSC and Live Health license keys.

Availability of applications Service Availability (SA) and SystemEDGE agents License the agents; then deploy them in the infrastructure.

Response of applications eHealth — Response, Business Transaction (BT) Studio, and Application Response (AR) agents

Deploy the agents in the infrastructure.


The BSC Roadmap • 13

1
The BSC Roadmap
To ensure that you create each dashboard view successfully, you must complete the steps of the process in the order outlined in Table 3. These steps are discussed in detail in their respective chapters.

Table 3. BSC Setup Steps

Task Chapter

Plan how to effectively organize the BSC dashboard views to meet the needs of the BSC users within your organization.

Chapter 2

Set up eHealth groups and group lists to implement the dashboard views. Chapter 3

Use Live Health to activate the BSC. Chapter 4

Create an eHealth web user account for each BSC user. Chapter 5

Manage Service Notes. Chapter 6

Test the BSC to verify and correct configuration issues. Chapter 7


2

Planning Dashboard Views

15

Each BSC can monitor the performance and availability of applications, systems, devices, or all three, depending on the monitoring needs of your users. This chapter provides guidelines for carefully planning each BSC dashboard.

Determining the Resources to MonitorAs the first step in planning a BSC dashboard view, identify the intended users and the types of views that they want to see; then identify the resources (applications, systems, routers, interfaces, and so on) that they want to monitor. Based on the audiences, the problems that the users want to detect, and the resources to monitor, you can determine the most appropriate dashboard views to create.

A dashboard view can focus on the response and availability of specific applications, watch the performance of devices within the infrastructure only, or provide a window into all activity that affects the organization:

• Business Units/Departments. A Business Units dashboard view shows the status of each key business. Create these views for users who want to see the operational status of key business areas, industries, or departments.

• Locations. A Locations dashboard view shows the status of business services at the geographical locations that interest users (for example, countries, regions, cities, buildings).

• Services/Applications. A Services dashboard view shows the status of important business services. You can group several applications under one service, or view individual business-critical applications.

If you create a Business Units dashboard view, consider creating a Locations dashboard view to see how problems impact the sites that support the various functional areas.

Business Units/Departments Dashboard

Automotive Aviation Energy

Locations Dashboard

Boston New York Sydney

Services/Applications Dashboard

Web Outlook Remedy

16 • Chapter 2 Planning Dashboard Views

After planning the types of dashboard views that you want, identify the applications that you want to see in the BSC dashboard views. Before you set up BSC groups, it is critical to identify the applications and devices that support the services, locations, and functional areas.

Determining How to Monitor the ApplicationsMonitoring application performance is essential for ensuring productivity and effectiveness within an organization. Reliable applications offer enhanced productivity for application users and the IT staff who support those users. The following sections describe the eHealth tools that are available for measuring and observing the performance and availability of applications. For details on any of these tools, refer to the eHealth Web Help.

Application ResponseApplication Response (AR) is an eHealth application that provides information about true end-user experience. It monitors the response time and availability of critical applications, and measures application response as experienced by end users. It provides response data for client, network, and server time to pinpoint the source of problems or delays. AR provides data only when a user uses an application. It does not provide application availability data. Table 4 describes best practices for selecting AR resources to show in the BSC.

Service AvailabilityService Availability (SA) provides response time and availability data for tests that run 24x7. This continuous, automated testing enables you to be less dependent on actual user activity, allowing you to address problems before they affect your users. Table 5 describes the purpose of the different types of SA resources that you can show in the BSC.

Table 4. Selecting AR Resources

Resource Type Purpose

Client sets Monitor the status of the applications that they observe. (Useful if you group client sets by location or business unit.)

Response destinations (servers) Show problems associated with users who use application servers (in a Services/Applications dashboard view).

AR response paths Provide information on tests that generate continuous data.

NOTE: Individual paths do not provide meaningful alarms because the status lights also change for the client set and/or destinations associated with them.

AR sources (clients) Provide information on response sources that generate continuous activity and data. (Generally, it is better to use client sets or destinations.)

Table 5. Selecting SA Resources (Page 1 of 2)


SA test systems (response sources) Monitor the status of the tests running from each system.

SA response paths View a status light for one or more specific tests. (Any test problems will change the status light for the SA test source.)


Identifying the Key Network and System Resources • 17

1

Identifying the Key Network and System Resources To plan the dashboard views, identify the key network and system components that relate to the applications and services supporting the business. As a best practice, start small; include only those interfaces, routers, or systems that have a direct impact on the availability and response time of the services, locations, and applications in the BSC.

The BSC dashboard view represents elements in the following three categories:

• Applications – Resources that relate to applications and response time, such as AR, SA, Cisco SAA, and eHealth application insight modules (AIMs).

• Systems – Server systems such as application servers and web servers that are critical to the status of that location and business unit.

• Networks – Networking resources such as LAN and WAN links, routers, switches, hubs, voice gateways, remote access server (RAS) devices, and Quality of Service (QoS) elements for that location and business unit.

For each business unit location within the organization, identify the applications, systems, and network resources that support it. If a resource that your users want to monitor actually supports more than one business unit or location, include it as a resource for each one. Ignore resources that are not critical to the availability of an application or the operation of a business unit. Also, ignore any resources for any technology types that you do not monitor with eHealth.

The Next Step: Grouping the ResourcesThe next chapter describes how you can use this data to create the groups that you want to show in the dashboard. eHealth offers flexible grouping. Elements can belong to multiple groups, and groups can belong to multiple group lists.

SA test destinations View a destination’s status without the granularity of destination tests.

NOTE: The BSC status light reflects the alarm states of the paths connected to the destination. eHealth does not generate poller statistics for the destinations.

NOTE: If you use Cisco Service Assurance Agents to test response, apply these guidelines similarly.

Table 5. Selecting SA Resources (Page 2 of 2)



3

Setting Up BSC Groups

19

Once you have identified the applications, systems, and network elements that your users want to monitor, you need to use OneClickEH to organize the resources into eHealth groups to create BSC dashboard views. The BSC dashboard view is based on the grouping organization that you create. This chapter begins by explaining the purpose of group management and how it relates to the BSC. It follows with detailed instructions for creating the groupings for the views and provides some useful examples.

Understanding Group ManagementAs soon as you discover any elements, eHealth creates a default group called All that includes all elements that it found. If your web user account has permission to manage groups, you can then use OneClickEH to organize subsets of elements into specific groups. A group is a collection of related elements. To create a BSC dashboard view, you must create eHealth groups of elements that support a particular location or business service and assign them to an eHealth group list. A BSC group list usually includes groups that are related to the same business unit, application, or geographical region.

Before You Group ElementsElement names are not very meaningful because they do not always clearly identify the resources that you are monitoring. If an element name is long, the BSC displays only a portion of the name, so you must hover the mouse over it to view it in its entirety. As a best practice, assign shorter alias names to elements—before you group them—to ensure that you can clearly identify them. For example, you might want to change the name of an interface to indicate the name of the cities to which the interface connects or to show that the interface is a leased line.

By default, an alias name is identical to an element name. You can change an individual alias name by using OneClickEH, or you can use the eHealth console to change several alias names at one time.

To change an alias for several elements:

1. Open the eHealth console, and select Setup → Poller Configuration.

2. Do one of the following:

• In the Poller Configuration dialog, select elements and click Modify.

• Click Path/PVC Manager. In the Path/PVC Manager dialog, select the elements and click Modify.

20 • Chapter 3 Setting Up BSC Groups

3. In the Modify Elements dialog or the Modify Path Elements dialog, do the following:

a. Select Change Element Alias. In the Replace sub-string field, specify the text for the part of the name that you want to replace; then specify the text for the new part of the name in the with field. The name strings are case-sensitive. Click OK; then click OK in the Poller Configuration dialog.

b. Check the configuration of the BSC web user account to ensure that it is configured to display aliases. In the OneClickEH console, select User Administration in the User Management folder; then double-click the web user account name. Select the General tab and confirm that Aliases is selected next to Display element names using.

c. Click OK.

To change the alias for a single element:

1. Open the OneClickEH console.

2. Click Find Elements in the Managed Resources folder.

3. Scroll through the element grid to find the element that you want to modify or search for it using the filter.

4. Right-click the element and select Edit Element.

5. Select the General tab in the Edit Element window.

6. Specify an alias name in the Element Alias field.

7. To ensure that eHealth displays the alias names for all elements in the Web user interface, select the General tab and confirm that Aliases is selected next to Display element names using.

8. Click OK to save all of the changes.

Creating the Groupings for the Dashboard ViewsFor each business service, location, or department that your users want to monitor in the BSC, you need to group the resources that support it. After you group the resources, you must associate the group to a group list to create a dashboard view. Each group list is represented as a separate dashboard view in the Navigation frame of the BSC.

Each dashboard view is composed of the following tiers:

• Applications – This tier shows status for response (AR, SA, and Cisco SAA response) elements and application (AdvantEDGE AIMs) elements.

• Systems – This tier shows status for server elements.

• Network – This tier shows status for LAN/WAN interfaces, routers and switches, remote access (RAS, hubs, and voice gateways) elements, QoS, elements, and mobile wireless elements.

Due to eHealth naming restrictions, you cannot create two different group lists with the same name or two different groups with the same name. However, several group lists can contain the same groups, so you may not have to create new groups for every user. For example, one user may want a location-based dashboard view called Sites, while another user may want a view called Regions. Both group lists could contain the same groups. Several users can access the same group list.


Creating the Groupings for the Dashboard Views • 21

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To create a Locations dashboard view:

1. In the OneClickEH console, select By Type in the Managed Resources folder; then click the Multi-technology folder.

2. Click a folder; then select some elements (for example, routers and systems that support the location).

3. Right-click and select Create a New Group with the Selected Elements.

4. Specify the group name (for example, Boston) and provide a description to identify the elements.

5. Click OK. The group immediately appears under By Group.

6. For each location within your organization, repeat Steps 2 through 5.

7. Right-click By Group List in the Managed Resources folder and select New Group List.

8. Specify a name and enable the group list to be visible in the BSC for all users; then click OK.

9. Double-click the group list name under By Group List and select the Groups tab.

10.Select the location groups, right-click, and select Add Selected Groups to This Group List.

11. Click User Administration and double-click the user account name.

12. Select the Groups tab; then select the location groups to enable the user to access them.

13. Select the Group Lists tab; then select the Locations group list to enable the user to access it.

14. Click OK.

ExamplesThe following sections present the different ways that you can organize views. One can focus on key departments within the organization, another can focus on the activity that is taking place at a particular geographical location, and a third can highlight problems that are occurring with the business services.

Creating a Business Unit by Location Dashboard View A business unit can be a separate business (such as Aviation or Energy), or it can be a department (such as Sales or Engineering). To create a Business Unit dashboard view based on location similar to the one shown in Figure 3, create a group of elements that support each location. Next, associate the groups to a group list that identifies the business unit name (for example, AviationByLocation).

Figure 3. Business Unit by Location View

22 • Chapter 3 Setting Up BSC Groups

In the BSC, the group list name appears in the Navigation frame on the left, as shown in Figure 3. When you click the group list name, the dashboard shows you the status of the business unit at each location. In the Content frame (middle), the three locations appear. These three names reflect the exact names of the groups that you created for each location. When you click Aviation_Sydney, the Detail frame (right) expands to show the applications, systems, and network status for the Aviation_Sydney resources. The Applications area automatically shows all applications observed by the AR agents and those used by the SA tests that were assigned to the Aviation_Sydney group of response elements. You can create a version of this dashboard view for each business unit that you have identified within the company.

Creating a Business Units Dashboard View Figure 4 shows an example of a Business Units dashboard view. This allows you to monitor the status of each business unit or department within the company. To create this view, you can create one group that contains all resources associated with the Automotive business unit, regardless of location. You can do the same for the Aviation and Energy business units. You then assign all business unit groups to a group list named BusinessUnits.

Figure 4. Business Units Dashboard View Example

Creating a Services/Applications Dashboard View Figure 5 shows how to create a Services/Applications dashboard view. It shows the status of the critical services and applications in the company. To create this view, create groups of resources that support a given service. For example, if a user wants to see the status of the Microsoft Outlook application, identify all network resources, systems, and response elements that support it and then assign them to a group named Outlook. Then, assign all application and services groups to a group list named Services.


Creating the Groupings for the Dashboard Views • 23

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Figure 5. Services/Applications Dashboard View


4

Using Live Health to Activate the BSC

After you create the groups of elements that you want the BSC to monitor and add them to a group list, you must associate the groups or the group list to Live Exceptions profiles to activate the BSC and indicate when performance and availability problems are occurring. Live Exceptions is part of the eHealth Live Health product set which provides real-time performance and availability management for the eHealth elements that you are monitoring. It monitors elements to detect faults, potential outages, and delays that can cause downtime and service degradation.

This chapter describes basic concepts associated with the Live Health application and explains how to use Live Exceptions to activate the status lights in the BSC. For a detailed discussion of Live Health features and instructions for using the applications, refer to the Web Help.

Live Health ConceptsThe BSC does not activate the status lights until you associate profiles to the groups that you are monitoring. A Live Health profile is a set of alarm rules that eHealth applies to groups or group lists of elements. Alarm rules define the type of elements and conditions to monitor, the problem thresholds and duration, and the problem severity. Once you assign a profile to a group or group list of elements, Live Exceptions monitors it (looking for any activity that violates the specified rules) and produces alarms when any of the rules in the profile are triggered. The BSC changes the dashboard view status lights when alarms occur.

Using Default eHealth ProfilesYou can use Live Health to activate the BSC in two ways:

• Use the default profiles provided. Initially, you can monitor performance based on the default Live Health rules; then create your own rules based on the performance data that you collect.

• Create customized profiles. If you have established meaningful thresholds, or upper limits, for performance problems in your Service Level Agreements (SLAs) and defined them in your eHealth report service profiles, you can create customized Live Health profiles based on that data.

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26 • Chapter 4 Using Live Health to Activate the BSC

Associating Default Live Health Profiles Each default profile detects different problems. It is important to apply profiles that detect problems that the user should see. Table 6 lists the various types of Live Health profiles that eHealth provides.

You can associate profiles to the entire group list or to individual groups within it. However, if you know that the rules contained in a profile do not apply to every group, you should apply it to the applicable groups only. Table 7 describes how to select profiles for a group.

The following procedure outlines the steps to associate default Live Health profiles to a group list. Because they relate to response, they apply to all groups of response elements included in the group list.

Table 6. Default Profiles

Profile Name Problems Detected

Delay An element is overutilized or congested and might cause network delay.

Failure An element is unavailable, logging many errors, or at risk for failing.

Unusual Workload An element’s workload is unusual compared to a baseline.

Latency A given node is experiencing delay (based on how long it takes data to move from a sending to a receiving system).

Configuration Change A device’s configuration has changed (for example, if a swappable module/card is inserted into a switch).

Security Various security problems have occurred, such as a firewall detecting a “ping of death” attack.

Table 7. Selecting Profiles to Apply

Types of Elements Contained in the Group

Profiles to Apply

System Contain the word System (for example, System - Unusual Workload)

Application Contain the word Application (for example, Application - Failure)

Router Contain the word Router (for example, Router or Switch - Configuration Change)

LAN/WAN Associated with the types of LAN/WAN links (for example, LAN Device - Security)

Response Contain the word Response (for example, Response - Failure)


Live Health Concepts • 27

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To associate Live Health profiles to a group list:

1. Open a Live Exceptions browser and select Setup → Subjects to Monitor.

2. In the Setup Subjects dialog, click New; then do the following in the Setup Subjects Editor dialog:

a. Under Subject Type, select Group Lists.

b. From the Subjects list, select the group list; then select Response - Delay and Response - Failure from the Profiles list.

c. Select a calendar to specify the time range during which Live Health should apply the profiles.

d. Click OK.

3. Click OK to confirm; then click OK in the Setup Subjects dialog.

Creating Customized Profiles To ensure that each status light reports the problems that the users care about, you may need to create customized profiles for different groups. By customizing profiles, you can set different alarm thresholds for different people and turn off monitoring during specified time periods.

Specifying Different Thresholds for Different PeopleTo ensure that the IT manager receives notifications of problems before the executive, you can create a profile for the manager with a lower threshold and assign it to the manager’s group; then create a profile for the executive with a higher threshold and assign it to the executive’s group. This will enable IT to investigate and fix minor problems before they become critical enough to warrant notification to upper management.

As a best practice, do not assign identical profiles with different thresholds to the same group. Create two different groups, and assign one profile to each of them.

NOTE

If you previously added a group to a group list and then associated profiles to it, you must remove the associations to the group list before you can associate customized profiles to the individual groups.

Turning Off Live Health Monitoring during Periods of Planned DowntimeIf you know that applications, systems, or network devices will be experiencing planned downtime (for maintenance or a regularly scheduled upgrade) or if you do not want to monitor an element during a particular time of day or day of the week, you can suppress monitoring during that period.

To prevent the BSC from generating false alarms, you can create a calendar based on the time period, customize a profile using the calendar, and associate it to the groups. You could use the Poller Configuration dialog to turn off Live Exceptions monitoring for specific devices.

28 • Chapter 4 Using Live Health to Activate the BSC

To create a customized Live Exceptions profile calendar and apply it to a group:

1. Create a group composed of the devices that have scheduled planned downtime. Include only those devices that are expected to have planned downtime at the same time.

2. Create a customized calendar:

a. In the Live Exceptions Browser, select Setup → Calendars.

b. In the Calendar Manager dialog, click New.

c. In the New Calendar dialog, specify a name for the new calendar (for example, Downtime); then click OK. You can specify a maximum of 64 characters using numbers, symbols, or spaces.

d. Click New in the Calendar dialog.

e. In the Calendar - New time range dialog, specify the start and end days and times of the period of planned downtime (this is the time during which the calendar will be active); then click OK.

f. In the Calendar-Downtime dialog, click OK; then click OK in the message box that indicates Live Exceptions has sent the changes to the eHealth server.

g. Click Close in the Calendar Manager dialog.

3. Associate a Live Health profile to the group and select the Downtime calendar.

4. Add the group to one of the group lists that you are using in the BSC, or create a new group list.

NOTENOTE

If you previously added the group to a group list and then associated Live Health profiles to the group list, you must remove the associations to the group list and then associate profiles to the individual groups.

5. Modify the BSC web user account to provide the user with access to the group list.

To turn off Live Exceptions monitoring for specific devices:

1. Open the eHealth console, and select Setup → Poller Configuration.

2. In the Poller Configuration dialog, select the elements from the Element Name list.

3. Under Live Exceptions in the Modify Elements dialog, select Monitor and No.

4. Click OK.


5

Creating a BSC Web User Account

You must create an eHealth web user account for each user who will view the BSC. To access the BSC, each user must have a user account and access to the group lists that they want to monitor.

Best Practices for Managing BSC User AccountsAn eHealth system can support up to 30 BSC users. If a BSC user already has an eHealth web user account, you can select the BSC & Live tab on the User Administration page of the OneClickEH console to allow the user to access the BSC. More than one user can log in to the same BSC account at the same time; however, as a best practice, create a separate user account for each user. This allows each user to navigate to the various dashboards, expand and collapse the Detail frame, and drill down to reports and Live Health applications without interference from other users who may be attempting to access different information at the same time.

You can configure each web account to enable the user to view dashboard views, and drill down to Live Health applications and eHealth reports. You can also modify the rate at which the BSC refreshes the display.

Creating a Web User AccountThrough the User Administration folder on the OneClickEH console, you can manage existing user accounts and create new ones.

To create a new web user account for a BSC user:

1. Right-click User Administration in the OneClickEH console.

2. Select New User.

3. Select the General tab.

4. Specify an account name and a password, and specify a display name. The display name appears in the upper-right portion of the BSC screen next to User in place of the eHealth web user account user name.

5. Click OK to create the account.

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30 • Chapter 5 Creating a BSC Web User Account

Configuring User Account Access to the BSCBy default, a new user account does not have access to the BSC, Live Health tools, report drilldowns, or the groups and group lists that compose a dashboard view. You must enable all of these permissions for each BSC user.

To enable the user to access the BSC and Live Health features:

1. Select the BSC & Live tab.

2. Give the user permission to run Live Trend, Live Exceptions, Live Status, and to access the BSC.

3. Enable the display of alarm acknowledgements and annotation columns.

4. Optionally, change the BSC refresh rate. (If you have an eHealth — Fault Manager license, the BSC refreshes the status lights every minute by default. If you do not, it refreshes every 5 minutes.)

5. Specify the percentage of alarms that must be acknowledged for a system, application, or network device before the BSC will display a checkmark in a dashboard view.

6. Enable the user to drill down to reports from the BSC on elements included in the groups. Select the Groups tab and select the groups included in the group list.

7. Enable the user to access the group lists as dashboard views in the BSC. Select the Group Lists tab and select the group lists that contains those groups. Each group list that the user can access appears as a separate BSC dashboard view.

8. Enable the user to run reports from demand. Select the Reports tab and select one or more of these reports: At-a-Glance, Trend, Group Trend, Top N, and Element Configuration.

9. Click OK to save the account settings.

Testing the Web User Account Configuration After you configure a web user account, ensure that the BSC user can now access the dashboard view and the drilldowns that you just enabled for the account.

To view and test the BSC:

1. If you have a BSC window open, close it and open a new web browser window.

2. Enter the following URL:

http://eHealthSystemName/bsc

3. In the login dialog, specify the web user name and password; then click OK to display the BSC. If you cannot access the BSC, confirm that the web user account is configured to allow access.

4. Confirm that the group list to which the user has access appears in the Navigation frame as a dashboard view. If it does not appear, check the permissions on the user account. In the OneClickEH console, double-check the web user account name and select the Group Lists tab. If the group list represented by the dashboard view is not selected, select it and click OK.


Configuring User Account Access to the BSC • 31

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5. Test the pop-up menu. Click an application, system, or network device name in the Detail frame. Verify
that a pop-up menu appears with drilldowns to reports. All report drilldowns are not available for every item in the Detail frame. Do one of the following:

• If drilldowns to reports do not appear in the pop-up menu, check the permissions on the user account. In the OneClickEH console, double-check the web user account name and select the Reports tab, choose the reports that the user can run on demand from the BSC, and click OK.

• If report drilldowns do appear in the menu, but they produce an error message indicating that the user does not have access to the elements, check the web user account to ensure that the user can drill down to reports from the BSC on elements included in the groups. In the OneClickEH console, double-check the web user account name and select the Groups tab. If the groups are not included in the group list, add them and click OK.

NOTENOTE

The report drilldowns that are available for AIM and RAS elements drill down to the Run Report screens.

6. Test the report icon. Click a report icon next to an application, system, or network. If the icon produces an error message or the report does not appear, check the user account group permissions, as described in Step 5. The report icon is not available for every level of the Detail frame, and it is not available for every element type.

7. Test the user’s access to the Live Health applications:

• If you enabled access to Live Exceptions, click an application, system, or network device name in the Detail frame and do the following:

a. Select Live Health from the pop-up menu and log in to Live Exceptions. Verify that the Live Exceptions browser appears:

• If you receive an error indicating that the application failed to start and instructing you to install the client locally, install it.

• If you receive an error indicating that the path name and file name may be incorrect or required libraries may not be available, close the web browser that the user is using for the BSC and bring up a new instance.

b. Verify that the Live Health button appears in the upper-right corner of the console. Click the button and log in to Live Exceptions. Verify that the Live Exceptions browser appears.

NOTENOTE

If the Live Health drilldown does not appear in the pop-up menu and the Live Health button does not appear on the BSC screen, check the configuration of the user account to confirm that the user has access to Live Exceptions.

• If you enabled access to Live Trend, select Live Trend and log in. The Live Trend drilldown does not appear in the Detail menu for every item at every level. It is only available for elements (specific user groups, endpoints, users, transactions, systems, or network devices).

a. Verify that the Live Trend window appears.

b. If you receive an error indicating that the application failed to start and instructing you to install the client locally, install it.


6

Managing Service Notes

You can configure a BSC web user account to allow a user to view Service Notes from the BSC, create new notes, and update existing ones. As an administrator, you can create and update notes by accessing the Service Note window through the BSC or by using eHealth command line tools. You can also list and delete Service Notes using the command line interface.

The Purpose of Service NotesThe BSC Service Note feature enables open communication among IT managers, Business Managers, and liaisons throughout the resolution process to understand the current status of performance and availability problems. Administrators and managers can explain why a service is having a problem, confirm who is aware of the issue and is managing its resolution, give progress updates, and specify who should receive the updates. eHealth administrators can configure a BSC to automatically send Service Notes to designated individuals through e-mail and alert them of changes. The Help Desk staff can use Service Notes to obtain the latest status on existing problems.

When a BSC user creates a Service Note for an application, a note icon appears next to the application name (and in the ticker) to alert other BSC users that information is available concerning the status of the problem. To display the Service Note, the user clicks the icon to the left of the application’s status light (or clicks Service Note next to the user name in the upper-right corner of the screen).

NOTE

For a user to be able to display Service Notes in the BSC, pop-up blockers must be disabled for the BSC system. If a pop-up blocker is enabled on the system, the user will not be able to access this feature.

Understanding DomainsThe BSC web administrator can view all Service Notes that have been created for the BSC. However, other web users can only view the Service Notes of BSC users who belong to the same user domain. In the BSC, a user domain is a community of users to which specified BSC web users are associated. A BSC domain is not the same as a Windows operating system domain. It is a security mechanism that BSC web administrators can use to ensure that Service Notes are only available to those individuals who need to know that information.

The users who belong to a particular domain know each other and expect to communicate with each other on a regular basis concerning problems that might occur with the resources that the BSC is monitoring. Because administrators are usually responsible for managing the privileges given to each Service Note user, rather than actually using the Service Note feature, they are not typically associated with any user domains.

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34 • Chapter 6 Managing Service Notes

When you create a BSC web user account, you can associate the web user to one or more existing BSC domains or specify a new BSC domain for that user.

When you configure the Service Note access for a web user, keep in mind these guidelines:

• Web users may belong to multiple domains, but they can only view the Service Notes of other BSC users who belong to the same user domain.

• If you give the user permission to edit Service Notes, the user can modify a Service Note only if all readers of the note are members of the user’s domain.

Enabling a User to Use Service NotesTo enable a user to use the Service Note feature, follow these steps:

1. Configure Service Note rules.

2. Assign permissions to the web user account.

3. Specify the domains to which the user should be associated.

Configuring Service Note RulesTo enable a user to create and send a Service Note, you must first configure one or more Service Note rules for that user. Rules enable eHealth to automatically send Service Notes to designated individuals through e-mail and alert them of changes.

To configure a Service Note rule:

1. Log in to the eHealth Web interface as the eHealth admin and select the Admin tab.

2. Select Site Management → Service Note Rule Configuration.

3. On the Service Note Rule Configuration page, click New and specify a name for the note.

4. In the Action field, do one of the following:

• Select Run command and enter a command. Specify the full pathname to the location in which the script is saved on the eHealth system. On Windows systems, you must specify the full pathname using UNIX-style forward slashes. The command can contain a maximum of 255 characters.

• Select E-mail and enter one or more e-mail addresses, separated by semicolons (;). For example: [email protected];[email protected]

5. Specify when eHealth should trigger a notification.

6. Under Match all of the following, select one or more web user names from the Created by list and select one or more applications. Optionally, you can also do the following:

• Specify a match string for the title of less than 64 characters (full, partial, or regular expression).

• Select one or more web users from the Owner list.

• Select one or more web user names from the Updated by and Readers lists.

7. Click Create Rule.


Enabling a User to Use Service Notes • 35

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Assigning Service Note Permissions to Web UsersBy default, a BSC user cannot access the Service Note feature until you assign Service Note permissions to the user’s web user account.

To give a web user access to the Service Note feature:

1. Double-click the account name and select the BSC & Live tab.

2. Select one of the following:

• Select Yes to allow the user to view Service Notes that the user creates or owns, as well as notes for which the user’s name is included in the list of Readers.

• Select Yes-Edit to allow the user to view and create notes.

• Select Yes-Administrator privileges to allow the user to create new Service Notes and modify existing ones regardless of whether the user is included in the Readers list associated with the Service Note. The user will be able to access all notes, regardless of the domain to which you add the user.

3. Click OK to save the changes to the user account.

Specifying Domains for a UserWhen you configure a web user account, you can associate a web user to one or more existing BSC Service Note domains or specify a new domain for that user. If you have given the web user permission to edit Service Notes, the user can only modify notes that have readers who share the same domain. As a security mechanism, if the modifier edits and saves a note that has readers who do not belong to the modifier’s domain, eHealth removes those users from the note’s Readers list.

As a best practice, when granting edit privileges to BSC Service Notes users, make sure that all editors of a given domain are assigned exactly the same set of domains as other editors of that domain. Only users with Service Note Admin privileges should edit global Service Notes.

To associate a BSC web user account to a user domain:

1. Double-click the account name and select the BSC & Live tab.

2. Select one of the following:

• Enable the user to access particular user domains. Select the Selected button next to User can access these user domains, and choose one or more names from the list.

• Enter a new domain name in the text box. Do not include semicolons in the name.

3. Click OK to save the changes to the user account.

36 • Chapter 6 Managing Service Notes

Testing the Service Note FeatureTo create a Service Note, a user can access the Create Service Note window through the BSC. Administrators can also run the nhCreateServiceNote command at the command line. This section describes how to create a sample Service Note and test it to ensure that the feature works properly for a particular user.

To test the Service Note feature:

1. Click an application in the Detail frame, and select Create Service Note.

2. In the Create Service Note window, specify a title for the note.

3. Select a user name from the Owner list and specify a problem ticket number, if applicable.

4. Select the web users from the Readers list who can view this note.

NOTENOTE

Service Note administrators can read all Service Notes, regardless of the reader list specified for the notes.

5. Describe the problem or provide the status in the Details field.

6. Click Save.

7. Return to the BSC and confirm the following:

• If the application does not already have a Service Note associated with it, an icon appears to the left of the application’s status light in the Detail frame.

• If it is the first Service Note that is applicable to the group list to which the application belongs, the icon also appears in the Content frame next to the application name.

• If other Service Notes were not created previously for any of the applications, an icon also appears in the corner of the screen next to the Service Note button.

8. Click the Service Note icon next to the application name in the middle (Content) frame or in the far-right (Detail) frame. The BSC Service Notes window should appear.

9. If the user account can edit Service Notes, confirm that the Edit button appears in the lower-left portion of the window. Click it and edit the note.

NOTENOTE

If you have enabled pop-up blockers for the BSC system, you must disable them to access the Service Note feature.

10. Click Service Note in the upper-right corner of the BSC. The BSC Service Notes window should appear. If the user account can edit Service Notes, when you select a Service Note from the list, the Edit button should appear in the lower-left portion of the window. Click it and edit the note.

NOTE

Any user who has permission to edit Service Notes can do so by clicking Edit in the lower-left corner of the Service Notes window. Administrators can also run the nhUpdateServiceNote command. Instructions for performing an update using either of these methods are provided in the Web Help for the BSC.


Deleting Service Notes • 37

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Deleting Service Notes
To delete a Service Note that is no longer needed, you must log in to the command line interface as an eHealth administrator and run the nhDeleteServiceNote command. In the following example, the command removes a single Service Note with a note ID of 1000001:

nhDeleteServiceNote -noteId 1000001

Listing Service NotesUsing the command line interface, you can obtain a complete list of all existing Service Notes that users have created within your organization, along with their owners and the last time that they were updated.

To list Service Notes:

1. Open a command prompt, and log in to the eHealth system as the eHealth administrator.

2. Do one of the following at the command line:

• List notes based on their ID:

nhListServiceNote -noteId { noteId ,noteId... }

• List notes based on their status:

nhListServiceNote -status active | inactive | all

• List all columns for each Service Note:

nhListServiceNote -full

• List all active Service Notes with their respective note IDs, owners, titles, application types, and last updated times:

nhListServiceNote

The following is a sample output:

1000001,admin,"Response Time is Slow",voiceSvc,6/2/2004 15:47:18 1000002,admin,"Unable to Connect to Server",Telnet,6/7/2004 16:19:26 1000003,admin,"Mail Server Is Down",Outlook,6/25/2004 12:55:52


7

Testing the BSC Setup

After you create a few dashboards for your users, set up their web user accounts, and configure Service Note rules and permissions, you should display the BSC and perform some basic tests to ensure that the dashboard views match your expectations:

• Check the dashboard views.

• Confirm that application hierarchies appear in the Detail frame.

• Check the dashboard status lights.

• Check for acknowledgements.

• Check the bar chart.

• Review the Detail window.

Displaying the BSC for the First TimeTo access the BSC directly, enter the following URL:

http://eHealthsystemName/bsc

To display the BSC through the eHealth Web interface:

1. Log in to the eHealth Web interface as the web administrator and click the Live Health tab.

2. Under Business Service Console on the Live Health page, select View BSC.

3. After the BSC appears, it updates the display with the latest data. While it updates, it displays Update in progress at the top of the Navigation frame.

TEST 1: Check the Dashboard ViewsConfirm that each dashboard view appears in the BSC and is correct. If each view does not appear as expected, you may have to modify the web user account.

To check each dashboard view:

1. Review the Navigation frame of the BSC.

2. If the dashboard view name is spelled incorrectly, use the OneClickEH console to edit the group list name.

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40 • Chapter 7 Testing the BSC Setup

3. If a dashboard view is missing, do the following:

a. Right-click By Group List in the Managed Resources folder to display the group lists that you have created for the account. Do one of the following:

• If the name does appear in the list, change the properties of the group list to enable it to be viewed in the BSC. Right-click the group list name and select Edit Group List. In the Modify Properties window, select Visible in the Business Service Console; then click OK.

• If the group list name does not appear in the list, create it. Select By Group. Select the groups that you want to include, right-click, and select Create Group List with Selected Groups. Specify a name and description, enable it to be viewed in the BSC, then click OK.

b. If a group does not appear in the BSC, it could be empty. Check to be sure that each group within the group list contains elements. Right-click By Group in the Managed Resources folder to display the groups. Double-click each group name to view the elements that it contains.

c. Make sure that the user can drill down to reports from the BSC on elements included in the groups. Select the Groups tab. If the groups that you want to include in the group list are not selected, select them now and click OK.

d. Make sure that the user can access the group lists as dashboard views in the BSC. Select the Group Lists tab. If the group lists are not selected, select them now and click OK.

e. Return to the BSC. After it refreshes, the dashboard name should appear in the Navigation frame.

4. If the dashboard view does not belong in this BSC, remove it by doing the following:

a. In the OneClickEH console, click By Group List in the Managed Resources folder.

b. Double-click the group list.

c. In the Modify Properties window, deselect View in Business Service Console and click OK.

TEST 2: Check Application Display in the Detail FrameIf you included a response group within the group list and have defined module sets in the application hierarchy, application names (such as Web and Outlook) should appear in the Detail frame under Applications with this hierarchy:

• Module Sets (grouped transactions such as Outlook-Calendar)

• User Groups (client sets, or AR agent sets)

• Endpoints (AR response destinations, or servers)

• Users (response sources, or AR agents)

• Transactions (AR response paths)

To ensure that application names appear in the Detail frame with a corresponding hierarchy:

1. Ensure that the AR agents are pointing to the eHealth server on which you are configuring your BSC views. If they are not, the BSC cannot display data for those applications. For detailed instructions on installing and deploying AR agents, refer to the Web Help.

2. Ensure that the applications are enabled:

a. Select the Systems & Apps tab on the eHealth Web interface.

b. Select Applications under Application Response.

c. Select each application on the Application List page; then click Enable Selected Applications.


TEST 2: Check Application Display in the Detail Frame • 41

1


3. Confirm that each group contains agents (client sets) and application transactions (AR response paths).

4. Confirm that users are actively using the applications. If users are not performing transactions (such as opening and closing the applications), the BSC will not display the application in the Detail frame.

5. Confirm that you have defined specific module sets for each application:

a. Create a new appType for the module set based on the application. For example, to create a module set named “Outlook-Mail” that would appear under Outlook in the Detail frame, enter the following:

nhAddAppType -symbol outlookMail -label Outlook-Mail -level moduleSet -basedOn Outlook

b. Ensure that alarms are raised for modules associated with the Outlook-Mail module set by modifying the appType for each module to include it in the module set. For example, to include the module “Outlook-Reply” in the Outlook-Mail module under the Outlook application, enter the following:

nhModifyAppType -symbol Outlook-Reply -newBasedOn outlookMail

c. Add all modules in the hierarchy to a module set. You must add all modules. Otherwise, the Users and Transactions fields will appear for each module set and the application, as shown in this example.

6. Reset the BSC. Enter the following URL in your web browser:

http://machineName/bscMsg?action=reset

7. Review the BSC. The applications and their corresponding hierarchies should appear in the Detail frame.


TEST 3: Check Dashboard LightsEnsure that the dashboard is activated to indicate that alarms have occurred. For several minutes, review the activity shown in the Detail frame to determine if the status lights are changing color.

If none of the lights change, do the following:

1. Open a Live Exceptions browser and check to be sure that you have associated alarm profiles to the entire group list or every group. Follow the instructions provided in “Associating Default Live Health Profiles” on page 26.

2. Ensure that the web browser is set to update automatically:

• If you use Internet Explorer (IE), open an IE browser and select Tools → Internet Options. Under Temporary Internet files, select Settings. Under Check for newer versions of stored pages, select Automatically; then click OK.

• If you use Netscape, open a Netscape window and select Edit → Preferences → Advanced → Cache → Compare the page in the cache to the page on the network; then click OK.

• If you use Mozilla, open a Mozilla window and select Edit → Preferences → Advanced → Cache. Under Compare the page in the cache to the page on the network, select When the page is out of date; then click OK.

3. Return to the BSC and review it.

4. If status lights all remain green, cause an alarm by modifying a rule to lower the threshold specified for the problem:

a. Select Setup → Profiles. In the Profiles Manager dialog, select the profile that contains the rule that you want to modify.

b. Under Existing Rules, select the rule that you want to modify; then click Modify Rule.

c. In the Rule Editor dialog, lower the threshold specified for the problem to ensure that an alarm will occur and click OK.

d. In the Profiles Manager dialog, click OK to save the change. The Live Exceptions Browser displays a message stating that it sent the change to eHealth.

e. Click OK in the message box.

5. Return to the BSC and observe the status light for the application, system, or network device associated with the profile. It should change color to indicate that Live Exceptions has raised an alarm.

TEST 4: Check for AcknowledgementsEnsure that the acknowledgement feature is functioning properly. After Live Exceptions raises a critical alarm, the status light should change to red. After it raises a major or minor alarm, the status light should change to yellow (the BSC does not indicate when Live Exceptions issues a warning). If someone later uses the Live Exceptions browser to acknowledge the alarms, an acknowledgement should appear in the BSC next to the red and yellow status lights.

Look for yellow or red lights next to group names or element names. An acknowledgement checkmark or exclamation mark should appear in the BSC next to all red and yellow status lights if the user account is configured to display acknowledgements. For status lights that represent more than one element or component, the checkmark should appear if the specified percentage of alarms for all of those elements has been acknowledged. You can configure the percentage for each web user account. The default is 100%.


TEST 5: Check the Bar Chart • 43

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If symbols do not appear for all yellow and red alarms, do the following:
1. Drill down to the Live Exceptions browser from the dashboard to determine if any alarms associated with the group have been acknowledged.

2. If alarms have not been acknowledged, acknowledge some of them by right-clicking the alarm and selecting Acknowledge Alarm from the pop-up menu.

3. In the OneClickEH console, click User Administration.

4. Double-click the web user account name.

5. Select the BSC & Live tab.

6. Ensure that Yes is selected in the Show alarm acknowledgement columns list.

7. In the Show checkmark in BSC when number of alarms acknowledged is list, select any.

8. Click OK.

9. Return to the BSC. After it refreshes, confirm that a checkmark or exclamation mark appears next to every group and also appears next to every item in the group that has a red or yellow status.

TEST 5: Check the Bar ChartReview the bar chart to confirm that it shows the progression of the status for each node. The chart represents 24 hours of state. Each pixel (dot) of color in the strip chart represents 20 minutes; therefore, every hour is represented by three pixels.

For each 20-minute period, the BSC shows the highest status level at the start of that period. If a problem is resolved during a 20-minute period, that pixel in the strip chart will not change to green until the end of that 20-minute period.

TEST 6: Review the Detail WindowClick a red or yellow status light in the Detail frame to review the Detail window.

6 hours = 18 pixels (3 pixels/hour)



All fields do not appear for every element. Review Table 8 to determine the purpose of each field and the conditions under which they should appear.

Creating More Dashboard ViewsAfter you create and test a few dashboard views, create additional ones that you want to use by following these guidelines:

• Each group list must have a unique name. Due to eHealth naming restrictions, you cannot create two group lists with the same name.

• If you delete a group list, you cannot reuse the name immediately. You must wait until the eHealth FSA Scrubber system job removes the file from the database. By default, this job runs every four hours. If you need to reuse the name immediately, run the nhScrubFsa command to force the removal of the file.

• Several group lists can contain the same groups. For example, a manager may want a location-based dashboard called Sites, while an executive may want a location-based dashboard called Regions. Both group lists could contain the same groups. In other words, you may not have to create new groups for every user. You can reuse them.

Table 8. Detail Window Fields

Field Purpose

Impact Of the total number of AR agents associated with the selected item, this field indicates the potential number of users with AR agents who may be impacted by the problem. This field should appear at the top of the screen if you selected an Application Response element. It should not appear for any other type of item in the Detail frame.

Acknowledgment Of the total number of alarms raised for the selected application, system, or network device, this field indicates the number of alarms that users have acknowledged in the Live Exceptions browser.

NOTE: The acknowledgement ratio reflects the total number of alarms raised for a particular issue. A critical alarm on a single response path could also impact the user (response source), endpoint (response destination), and user groups (client sets). In the BSC, the status lights would change for all of those items, and would be aggregated to the application type as well as the top level applications. If you drill down to the Detail view for the application, it would state “1 out of 2 issues are being addressed” although the issue is represented in multiple locations in the BSC.

This field appears if the BSC web user account is configured to allow viewing of acknowledgements. If it does not appear, return to “TEST 4: Check for Acknowledgements” on page 42.

Tickets Identifies the number that the owner has assigned to the Live Exceptions profile associated with the problem. This field appears if someone has completed the Ticket# field of the Alarm Detail window in the Live Exceptions (LE) browser for the specified alarm and the web user account is configured to show alarm annotations. It does not appear if the Ticket# field has been renamed. If the column has not been renamed, but the field does not appear, check the configuration of the web user account.

Owners Identifies the person who is actively working to resolve the issue. This field appears if someone has completed the Assigned field of the Alarm Detail window in the Live Exceptions browser for the specified alarm and the web user account is configured to show alarm annotation columns. This field does not appear if the Assigned field has been renamed in the LE browser. If the column has not been renamed, but the field does not appear, check the configuration of the web user account.

Rule Messages Displays the Live Health rule messages associated with the alarm that has been triggered. This field appears if Live Exceptions has raised alarms for a system, application, or network device in the BSC.


A

Performance Guidelines

This appendix describes how to optimize the performance of the BSC and eHealth when setting up the BSC for users within an organization.

BSC Display GuidelinesFollow these guidelines when creating BSC user accounts, dashboard views, and groups:

• BSC Users – To ensure optimum performance, do not create more than ten web user accounts for a typical organization. The recommended maximum is 30. If you exceed 30 user accounts, it can adversely impact the performance of the eHealth server.

• Dashboard Views per BSC User – To ensure ease-of-use, do not create more than 10 dashboard views for the typical BSC user. If you exceed 10 views, the user will have to scroll to see all of the dashboard views shown in the Navigation frame.

• Groups – To ensure ease-of-use, do not create more than four groups for a typical dashboard view that includes the Application, System, and Network tier for each group. The recommended maximum is 12. If you exceed 12 groups, the user will have to scroll to see the complete list of groups in the Content frame. To view the list in its entirety, the user will have to collapse it. If you include only the Application tier in each group, you can then create up to eight groups for a dashboard view without the user having to scroll to see the complete list. The Content frame shows all groups contained within the group list.

BSC User/Client System Performance GuidelinesTo ensure best performance, do not show more than 700 status lights per BSC user. The recommended maximum is 1300. If you exceed 1300 active status lights in the BSC, it could significantly impact the client system performance because the browser will require more time to update.

eHealth checks and updates the status of all elements in the BSC every minute if the user has a Fault Manager license; otherwise, the status updates every five minutes. If the BSC views for a user contain more than 700 status lights, set the refresh rate for that user to 5 minutes to reduce the client performance impact of one-minute updates.

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46 • Appendix A Performance Guidelines

Using Application ResponseIf you use Application Response, follow these instructions to estimate the number of status lights for a BSC user. The following table defines the terms used in each equation.

If you include client sets in groups (for a location-based Services/Applications dashboard view), add the following; then multiply the total by the number of dashboards:

• Average number of AR client sets that you assign to a group list times the average number of applications

• Average number of applications times 2

• Average number of SA tests

• Average number of system elements

If you include response destinations in groups of response elements (for a Services/Applications focused dashboard view), add the following; then multiply the total by the number of dashboards:

• Average number of response destinations that you assign to a group list times the average number of applications




If you do not have client sets, but you include response sources (AR agents) in groups of response elements, add the following; then multiply the total by the number of dashboards:




eHealth System Performance GuidelinesTo ensure optimum performance, monitor approximately 30,000 elements in a typical BSC. The recommended maximum is 50,000. If you exceed 50,000 elements, the eHealth system could experience delays and slowdowns during the status updates.

Table 9. Estimating Status Lights

Term Meaning

Number of dashboard views

Number of group lists to which the specified web user account has access

Average number of applications

Average number of applications monitored by AR and/or SA response sources

Average number of SA tests

Average number of SA tests assigned to groups within a BSC group list

Average number of system elements

Average number of system elements assigned to groups within a BSC group list


BSC User/Client System Performance Guidelines • 47

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The alarm for a single element can aggregate to several other elements in the BSC. As a result, a single alarm can appear in several places. For example, an alarm for a response path also results in an alarm for the associated response source, response destination, and client set (if the path is an AR path).
To estimate the total number of elements being monitored in the BSC, add the following; then multiply the total by the number of dashboards:

• Average number of AR agents and/or response sources that you assign to the group list individually (or in client sets within the group list) times the average number of applications




B

Best Practices

This chapter provides detailed troubleshooting guidelines, best practices, and tips for managing common problems that you may encounter after configuring the Business Service Console for your users.

Dashboard View If you cannot access the BSC for a user account, confirm the following:

• The user system has a supported web browser and meets the system requirements described in “System Requirements” on page 9.

• The web user account has permission to view the BSC.

If a user’s dashboard view does not appear as expected, follow these guidelines for correcting the problem.

Dashboard View Is MissingThe dashboard view names that appear in the BSC should be identical to the names of the group lists that you created. If a name is missing, one of the following may be the problem:

• The group list does not exist.

• The group list exists, but it is not visible in the BSC because the viewing property is disabled.

• The group list does not contain any groups or the groups are empty.

• The web user account does not have access to that particular group list.

Check the group and group list permissions for the web user account to be sure that all settings are properly enabled. For instructions, refer to “TEST 1: Check the Dashboard Views” on page 39.

Dashboard View Is IncompleteThe organization of the Content (middle) frame of each dashboard view should correspond to the groups that you associated to each group list:

• If you included application and/or response elements, Applications should appear.

• If you included system elements, Systems should appear.

• If you included LAN, WAN, QoS, router/switch, or Mobile Wireless elements, Network should appear.

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50 • Appendix B Best Practices

If a group name in the Content frame is missing, the user account may not have permission to view it, or the group may not be in the group list. To add missing groups, refer to “Creating the Groupings for the Dashboard Views” on page 20.

Dashboard View Name is IncorrectIf the dashboard name in the Navigation frame is incorrect, you can rename the dashboard by editing the group list name using the OneClickEH console.

Cannot Re-Use a Group and Group List NameIf you delete a group or group list, and then attempt to reuse it, the group or group list editor may not accept it. You must wait until the eHealth File Staging Area (FSA) Scrubber system job removes the file from the database. By default, this job runs every four hours. If you need to reuse the name immediately, you can run the nhScrubFsa command to remove the file.

To force the removal of a group list file or group file from the eHealth database, open a command prompt window and change to the ehealth/bin directory. Enter the following at the command line:

nhScrubFsa -fsaTtl 0 -deletedObjectHours 0

For more information on this command, refer to the Distributed eHealth Administration Guide.

Status Lights If the status lights remain green and do not change, you may need to do one of the following:

• Associate Live Health profiles to the groups or the group lists that you are monitoring. The BSC does not activate the status lights until you associate one or more profiles to the groups that you include in the dashboard and alarms occur for one of the groups.

• Set the web browser to automatically update.

For instructions, refer to “TEST 3: Check Dashboard Lights” on page 42.

Acknowledgements If someone uses the Live Exceptions browser to acknowledge the alarms, an acknowledgement should appear in the BSC next to all red and yellow status lights. If acknowledgement checkmarks or exclamation marks do not appear in the BSC, check the configuration of the BSC web user account. For instructions, refer to “TEST 4: Check for Acknowledgements” on page 42.

Live HealthIf a BSC web user account has permission to access Live Trend and Live Exceptions, the user can access drilldowns to these applications from the BSC by clicking an item in the Detail frame. When the user drills down to Live Exceptions from the pop-up menu, the Live Exceptions browser should be focused on the alarms that Live Exceptions has raised for the group or element that the user selected in the Detail frame. The user can also access the Live Exceptions browser by clicking the Live Health button in the upper-right corner of the BSC screen.

If the drilldowns or the Live Health button do not appear for a user—or they produce an error message—refer to Step 7 on page 31 in “Testing the Web User Account Configuration” for instructions on correcting the problem.


Service Notes • 51

1Service Notes

After a user views a Service Note in the BSC Service Note window, the user should be able to modify it by clicking Edit in the lower-left portion of the window.

If the Edit button does not appear for a user or is disabled, one of the following may be the problem:

• You or another administrator was the previous owner of the note and then changed the owner to a non-admin user. Your name, therefore, still appears in the note’s reader list (although you cannot see the name). Because administrators are not typically in any user’s domain, the user cannot edit the Service Note. To allow the user to edit it, you must remove your name (or the other administrator’s name) from the reader list.

• The BSC web user account is not configured to allow the user to edit notes. You must modify the permissions on the user’s account.

Detail FrameThe following sections provide troubleshooting guidelines for resolving problems that users might encounter with the Detail frame of the BSC.

Application Hierarchy Does Not AppearIf you included a group of response elements within the group list that you use for a user’s BSC dashboard view, application names (such as Microsoft Outlook) appear in the Detail frame under Applications. If you included client sets, response destinations, response sources, and response paths in the group, the following hierarchy should appear under the application name to represent Application Response data:

• Module Sets (grouped transactions)

• User Groups (client sets, or agent sets)

• Endpoints (AR response destinations, or servers)

• Users (response sources, or AR agents)

• Transactions (AR response paths)

If the application name and a hierarchy similar to the one shown here do not appear for each application, follow the instructions provided in “TEST 2: Check Application Display in the Detail Frame” on page 40.

Detail Frame Does Not Display Alias Names for ElementsIf you use alias names for the elements that a user is monitoring with eHealth, the BSC displays the aliases in the Detail frame of the dashboard view. If you do not use aliases, it displays the original element names, which often extend beyond the width of the first column of the Detail frame. If you have configured a web user account to use alias names for elements, but they do not appear in the user’s BSC Detail frame, follow the instructions in “Before You Group Elements” on page 19 to enable their display.

Bar Chart Does Not Change to Reflect UpdateIf a bar chart does not appear to change for a user’s BSC, keep in mind that, for each 20-minute period, the BSC shows the highest status of the problem at the start of that period. If a problem is resolved during a 20-minute period, that pixel in the strip chart will not change to green until the end of that 20-minute period. Each pixel (dot) of color in the chart represents 20 minutes, so three pixels represents a single hour.


52 • Appendix B Best Practices

Report DrilldownsThis section provides tips and troubleshooting guidelines that you can follow when a user encounters problems with report drilldowns in the BSC.

Drilldowns Do Not AppearThe report drilldowns that are available in the pop-up menu for each application, system, and network device in a BSC vary. If report drilldowns do not appear and the report icon does not appear in the Detail frame—or the drilldowns produce an error message—refer to “Testing the Web User Account Configuration” on page 30 to investigate and resolve the problem.

Drilldowns Fail after Using the BSC URLDrilldowns to eHealth reports may fail if a user uses the http://hostname/bsc URL to connect to the BSC in a proxy environment. After using this URL, the user must do one of the following:

• Click the eHealth Web button in the upper-right corner of the console to establish the appropriate settings.

• Access the eHealth system by using the http://hostname URL, log in to the eHealth Web interface, select the Live Health tab, and click the View the BSC link.

Additional Detail WindowAn informational window similar to the following should appear when the user clicks a status light in the Content frame or Detail frame of the BSC, or clicks an item in the Detail frame and selects Additional Detail from the pop-up menu.

If this window appears for an item that has a green status, it should indicate that problems have not been found. If the item has a yellow or red status, one or more of the fields could be blank. If one or more fields do not appear in this window for a user, refer to “TEST 6: Review the Detail Window” on page 43 for more information.


False Alarms • 53

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False Alarms
Planned (scheduled) downtime is a specified time period during which applications or devices in the IT infrastructure are shut down for system maintenance, upgrades, or moves. In the BSC, if an application or device is unavailable because it is undergoing planned downtime, the status appears as red, indicating a critical alarm has occurred.

If the BSC is monitoring applications or devices that have regular planned downtime, you can prevent the BSC from showing them as false alarms:

• If the downtime is significant, you could turn off Live Exceptions monitoring for devices or create a customized calendar based on the planned downtime schedule and apply it to the group of devices. For instructions, refer to “Turning Off Live Health Monitoring during Periods of Planned Downtime” on page 27.

• For an application included in a group of devices, you could disable a rule set to prevent the BSC from showing false alarms during periods of planned downtime. For instructions, refer to the Web Help for Application Response.


Index

Aacknowledgements 11alias names, using 19applications, monitoring 16

BBSC

conceptsacknowledgements 11dashboard view 10Service Note 11ticker 11

displaying 10, 39user account

creating 29managing 29

users, identifying 15

Ddashboard view

best practices for creating 44definition 10examples 21

domains, definition 33

EeHealth components, installing 12

Ggroup list, creating 21group management, using alias names 19group, creating 20

LLive Health

concepts 25profiles

customized 27default 26

NnhDeleteServiceNote 37nhListServiceNote 37

Pperformance guidelines

display 45user/client system 45

Rresources, identifying 17

SService Notes

creatingassigning user account permissions 35composing 36configuring Service Note rules 34specifying domains 35

definition 11deleting 37domains 33listing 37purpose 33

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56 • Index

Ttesting the BSC

acknowledgements 42Additional Detail window 43bar chart 43dashboard lights 42dashboard view 39display of applications 40

ticker 11troubleshooting

acknowledgements 50Additional Detail window 51applications in Detail frame 51dashboard view 49, 50false alarms 53Live Health client 50report drilldowns 52Service Notes 51status lights 50strip charts 51

Uuser account access

configuring 30testing 30

WWeb user account

creating 29managing 29


ehealth business service console administration...

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