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User’s GuideOMEGAMON® XE for OS/390

UNIX System Services

Version 220

GC32-9310-00

January 2003

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 OMEGAMON XE for OS/390 UNIX System Services User’s Guide, V220

Registered trademarks and service marks of Candle Corporation: AF/OPERATOR, AF/PERFORMER, AF/REMOTE, Availability Command Center, Candle, Candle Command Center, Candle Direct logo, Candle Electronic Customer Support, Candle logo, Candle Management Server, Candle Management Workstation, CandleNet Portal, Candle Technologies, CL/CONFERENCE, CL/SUPERSESSION, CommandWatch, CandleNet Command Center, CT, CT/Data Server, CT/DS, DELTAMON, eBA, eBA*ServiceMonitor, eBA*ServiceNetwork, eBusiness Assurance, eBusiness Institute, ETEWatch, IntelliWatch, IntelliWatch Pinnacle, MQSecure, MQView, OMEGACENTER, OMEGAMON, OMEGAMON/e, OMEGAMON II, OMEGAMON Monitoring Agent, OMEGAVIEW, OMEGAVIEW II, PQEdit, Solutions for Networked Applications, Solutions for Networked Businesses, and Transplex.Trademarks and service marks of Candle Corporation: Alert Adapter, Alert Adapter Plus, Alert Emitter, AMS, Amsys, AutoBridge, AUTOMATED FACILITIES, Availability Management Systems, Candle Alert, Candle Business Partner Logo, Candle Command Center/SentinelManager, Candle CommandPro, Candle CIRCUIT, Candle eDelivery, CandleLight, CandleNet, CandleNet 2000, CandleNet eBP, CandleNet eBP Access, CandleNet eBP Administrator, CandleNet eBP Broker Access, CandleNet eBP Configuration, CandleNet eBP Connector, CandleNet eBP File Transfer, CandleNet eBP Host Connect, CandleNet eBP Object Access, CandleNet eBP Object Browser, CandleNet eBP Secure Access, CandleNet eBP Service Directory, CandleNet eBP Universal Connector, CandleNet eBP Workflow Access, CandleNet eBusiness Assurance, CandleNet eBusiness Exchange, CandleNet eBusiness Platform, CandleNet eBusiness Platform Administrator, CandleNet eBusiness Platform Connector, CandleNet eBusiness Platform Connectors, CandleNet eBusiness Platform Powered by Roma Technology, CandleNet eBusiness Platform Service Directory, CCC, CCP, CEBA, CECS, CICAT, CL/ENGINE, CL/GATEWAY, CL/TECHNOLOGY, CMS, CMW, Command & Control, Connect-Notes, Connect-Two, CSA ANALYZER, CT/ALS, CT/Application Logic Services, CT/DCS, CT/Distributed Computing Services, CT/Engine, CT/Implementation Services, CT/IX, CT/Workbench, CT/Workstation Server, CT/WS, !DB Logo, !DB/DASD, !DB/EXPLAIN, !DB/MIGRATOR, !DB/QUICKCHANGE, !DB/QUICKCOMPARE, !DB/SMU, !DB/Tools, !DB/WORKBENCH, Design Network, DEXAN, e2e, eBAA, eBAAuditor, eBAN, eBANetwork, eBAAPractice, eBP, eBusiness Assurance Network, eBusiness at the speed of light, eBusiness at the speed of light logo, eBusiness Exchange, eBusiness Institute, eBX, End-to-End, ENTERPRISE, Enterprise Candle Command Center, Enterprise Candle Management Workstation, Enterprise Reporter Plus, EPILOG, ER+, ERPNet, ESRA, ETEWatch Customizer, HostBridge, InterFlow, Candle InterFlow, Lava Console, MessageMate, Messaging Mastered, Millennium Management Blueprint, MMNA, MQADMIN, MQEdit, MQEXPERT, MQMON, NBX, NetGlue, NetGlue Extra, NetMirror, NetScheduler, OMA, OMC Gateway, OMC Status Manager, OMEGACENTER Bridge, OMEGACENTER Gateway, OMEGACENTER Status Manager, OMEGAMON Management Center, OSM, PC COMPANION, Performance Pac, PowerQ, PQConfiguration, PQScope, Response Time Network, Roma, Roma Application Manager, Roma Broker, Roma BSP, Roma Connector, Roma Developer, Roma FS/A, Roma FS/Access, RomaNet, Roma Network, Roma Object Access, Roma Secure, Roma WF/Access, Roma Workflow Access, RTA, RTN, SentinelManager, Somerset, Somerset Systems, Status Monitor, The Millennium Alliance, The Millennium Alliance logo, The Millennium Management Network Alliance, TMA2000, Tracer, Unified Directory Services, Volcano and ZCopy.Trademarks and registered trademarks of other companies: AIX, DB2, MQSeries and WebSphere are registered trademarks of International Business Machines Corporation. SAP is a registered trademark and R/3 is a trademark of SAP AG. UNIX is a registered trademark in the U.S. and other countries, licensed exclusively through X/Open Company Ltd. HP-UX is a trademark of Hewlett-Packard Company. SunOS is a trademark of Sun Microsystems, Inc. All other company and product names used herein are trademarks or registered trademarks of their respective companies.

Copyright © December 2002, Candle Corporation, a California corporation. All rights reserved. International rights secured.

Threaded Environment for AS/400, Patent No. 5,504,898; Data Server with Data Probes Employing Predicate Tests in Rule Statements (Event Driven Sampling), Patent No. 5,615,359; MVS/ESA Message Transport System Using the XCF Coupling Facility, Patent No. 5,754,856; Intelligent Remote Agent for Computer Performance Monitoring, Patent No. 5,781,703; Data Server with Event Driven Sampling, Patent No. 5,809,238; Threaded Environment for Computer Systems Without Native Threading Support, Patent No. 5,835,763; Object Procedure Messaging Facility, Patent No. 5,848,234; End-to-End Response Time Measurement for Computer Programs, Patent No. 5,991,705; Communications on a Network, Patent Pending; Improved Message Queuing Based Network Computing Architecture, Patent Pending; User Interface for System Management Applications, Patent Pending.

NOTICE: This documentation is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the Government is subject to restrictions set forth in the applicable license agreement and/or the applicable government rights clause.This documentation contains confidential, proprietary information of Candle Corporation that is licensed for your internal use only. Any unauthorized use, duplication, or disclosure is unlawful.

Contents 3

List of Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Contents of This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Documentation Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Adobe Portable Document Format . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What’s New . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 1. Introducing OMEGAMON XE for OS/390UNIX System Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15About OMEGAMON XE for OS/390 UNIX System Services . . . . . . . 16What is OMEGAMON XE? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20What is OMEGAMON DE? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24What is CandleNet Portal?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Using the CandleNet Portal Interface . . . . . . . . . . . . . . . . . . . . . . . . . 29Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Take Action Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Issuing UNIX Commands from OMEGAMON XE for OS/390 UNIX System Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Investigating an Event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Chapter 2. Introducing OMEGAMON XE for OS/390 UNIX System Services Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . 47OMEGAMON XE for OS/390 UNIX System Services Workspaces . . . 48Workspaces for WebSphere Application Server . . . . . . . . . . . . . . . . . 50Organization and Interaction of Workspaces . . . . . . . . . . . . . . . . . . . 51BPXPRMxx . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Dubbed Address Spaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55File Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Contents


Files for WebSphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58HFS Enqueue Contention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Kernel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Logged-on Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Mounted File Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Mounted File Systems for WebSphere . . . . . . . . . . . . . . . . . . . . . . . . 64Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Processes for WebSphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Thread Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Chapter 3. OMEGAMON XE for OS/390 UNIX System Services Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Attributes and Attribute Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Attribute Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Appendix A. Guide to Candle Customer Support . . . . . . . . . . . . . . . . . . . . . 77Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Customer Support Contact Information. . . . . . . . . . . . . . . . . . . . . . . 84

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

List of Figures 5

FIGURE 1. An example graphic view showing a critical alert at a mapped location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

FIGURE 2. Dubbed Address Spaces Workspace . . . . . . . . . . . . . . . . . . . . . . . . . 28FIGURE 3. CandleNet Portal Application Window . . . . . . . . . . . . . . . . . . . . . . . 30FIGURE 4. Navigator Item for an Event Workspace . . . . . . . . . . . . . . . . . . . . . . 43FIGURE 5. Example Event Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

List of Figures

Preface 7

Preface

This guide provides detailed information about OMEGAMON® XE for OS/390 UNIX System Services.

This guide serves the following audiences:

n operators

n system programmers

n system administrators

n network administrators

n Candle sales force and field support

Why you should use this guideThis guide will help you understand how to use OMEGAMON XE to monitor IBM’s OS/390 UNIX System Services. The guide supplements the online Help provided with OMEGAMON XE for OS/390 UNIX System Services. Candle recommends that you reference this document whenever you need additional information about the OMEGAMON XE for OS/390 UNIX System Services product.

P

Contents of This Guide


Contents of This Guide

OverviewThis manual contains

n an introduction to the OMEGAMON XE for OS/390 UNIX System Services and the environment in which it operates

n an overview of the OMEGAMON XE for OS/390 UNIX System Services attributes, situations, and workspaces

n detailed information about the workspaces provided by OMEGAMON XE for OS/390 UNIX System Services and their contents

n information that will assist you in contacting Candle Customer Support

Preface 9

Documentation Set

Documentation Set

OverviewIn addition to this OMEGAMON XE for OS/390 UNIX System Services User’s Guide, you should review the documentation for CandleNet Portal, as well as its associated online Help. You will also find it necessary to review the installation documentation appropriate for your environment.

Where to look for more informationFor more information related to this product and other related products, please see the

n technical documentation CD-ROM that came with your product

n technical documentation information available on the Candle Web site at www.candle.com

n online Help provided with this and other related products.

Ordering additional documentationTo order additional product manuals, contact your Candle Support Services representative.

We would like to hear from youCandle welcomes your comments and suggestions for changes or additions to the documentation set. A user comment form, located at the back of each manual, provides simple instructions for communicating with the Candle Information Development department. You can also send email to [email protected]. Please include "OMEGAMON XE for OS/390 UNIX System Services User’s Guide, V220” on the subject line.

Adobe Portable Document Format



Printing this bookCandle supplies documentation in the Adobe Portable Document Format (PDF). The Adobe Acrobat Reader will print PDF documents with the fonts, formatting, and graphics in the original document. To print a Candle document, do the following:

1. Specify the print options for your system. From the Acrobat Reader Menu bar, select File > Page Setup… and make your selections. A setting of 300 dpi is highly recommended as is duplex printing if your printer supports this option.

2. To start printing, select File > Print... on the Acrobat Reader Menu bar.

3. On the Print pop-up, select one of the Print Range options forn Alln Current pagen Pages from: [ ] to: [ ]

4. (Optional). Select the Shrink to Fit option if you need to fit oversize pages to the paper size currently loaded on your printer.

Printing problems?The print quality of your output is ultimately determined by your printer. Sometimes printing problems can occur. If you experience printing problems, potential areas to check are:n settings for your printer and printer driver. (The dpi settings for both your

driver and printer should be the same. A setting of 300 dpi is recommended.)

n the printer driver you are using. (You may need a different printer driver or the Universal Printer driver from Adobe. This free printer driver is available at www.adobe.com.)

n the halftone/graphics color adjustment for printing color on black and white printers (check the printer properties under Start > Settings > Printer). For more information, see the online help for the Acrobat Reader.

n the amount of available memory in your printer. (Insufficient memory can cause a document or graphics to fail to print.)

For additional information on printing problems, refer to the documentation for your printer or contact your printer manufacturer.

Preface 11


Contacting AdobeIf additional information is needed about Adobe Acrobat Reader or printing problems, see the Readme.pdf file that ships with Adobe Acrobat Reader or contact Adobe at www.adobe.com.

Adding annotations to PDF filesIf you have purchased the Adobe Acrobat application, you can add annotations to Candle documentation in .PDF format. See the Adobe product for instructions on using the Acrobat annotations tool and its features.

http://www.adobe.com

What’s New in Version 220 13

What’s New

Historical information is available for OMEGAMON XE for OS/390 UNIX System Services

In addition to the real-time reports offered by CandleNet Portal® workspaces, you can set up historical data collection to store and save OMEGAMON XE for OS/390 UNIX System Services data.

Candle monitoring agents have a new nameCandle’s intelligent monitoring agents that comprise the OMEGAMON XE suite of products and use the CandleNet Portal user interface have been renamed. You will see the new names in the product help and documentation.

Within the application, some of the panel names do not reflect the new product name. However, all of the intelligent functionality of OMEGAMON XE is available for these agents. The new product names will be added to the applications in a subsequent release.

W

Introducing OMEGAMON XE for OS/390 UNIX System Services 15

IntroducingOMEGAMON XE for OS/390

UNIX System Services

IntroductionThis chapter introduces you to OMEGAMON XE for OS/390 UNIX System Services, its facilities, and the environment in which it operates. If you are already familiar with CandleNet Portal®, OMEGAMON® XE, and OMEGAMON® DE, you may want to skip this chapter and go to “Introducing OMEGAMON XE for OS/390 UNIX System Services Workspaces” on page 47.

Chapter contentsAbout OMEGAMON XE for OS/390 UNIX System Services . . . . . . . . . . . 16What is OMEGAMON XE? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20What is OMEGAMON DE?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24What is CandleNet Portal? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Using the CandleNet Portal Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Take Action Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Issuing UNIX Commands from OMEGAMON XE for OS/390 UNIX System Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Investigating an Event. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

1

About OMEGAMON XE for OS/390 UNIX System Services



Overview

The OMEGAMON XE platform and OMEGAMON XE for OS/390 UNIX System Services can help you to address the increasing challenges presented by today’s technical environment. OMEGAMON XE assists you to better manage the performance of the systems that comprise your operating environment.

In this unit you learn about OMEGAMON XE for OS/390 UNIX System Services and the operating environment in which it resides.

What is IBM’s OS/390 UNIX System Services?IBM’s OS/390 UNIX System Services is a required component of IBM’s z/OS and OS/390 Operating Systems that permits UNIX applications to execute on the OS/390 platform. OS/390 UNIX System Services supports two interfaces within that operating system: an application programming interface and an interactive shell interface.

Using the application programming interface, OS/390 UNIX System Services permits batch or interactive programs or started tasks to request MVS services, OS/390 UNIX System Services, or a combination thereof.

Using the shell interface, users can run programs, shell commands, or scripts interactively; or they can run shell commands and scripts as batch jobs.

It is also important to note that OS/390 UNIX System Services does not have its own resources, but shares memory, CPU, and DASD with other OS/390 workloads. Thus, effective monitoring is critical to ensuring that your OS/390 System operates at maximum efficiency.



User interface to OMEGAMON XE for OS/390 UNIX System ServicesOMEGAMON XE for OS/390 UNIX System Services uses the CandleNet Portal interface. By providing a consolidated view of your environment, CandleNet Portal permits you to monitor and resolve performance issues throughout the enterprise. The special characteristics of this user interface include

n a Navigator view of your enterprise. When a condition you are monitoring exceeds thresholds you define, an alert appears in the enterprise Navigator to let you know

n OMEGAMON XE for OS/390 UNIX System Services-specific workspaces that contain various types of information whose format and content you can customize. When a condition you are monitoring exceeds thresholds you define, an alert appears in the workspace to let you know.

n OMEGAMON XE for OS/390 UNIX System Services-specific attributes you can use to create situations that monitor areas of particular interest and issue alerts when specified conditions are met.

n predefined situations you can use as shipped to begin monitoring immediately, or modify to monitor your specific environment.

Highlights of the CandleNet Portal interface are described in “Using the CandleNet Portal Interface” on page 29.

Historical data collectionIn addition to the real-time reports offered by CandleNet Portal workspaces, you can set up historical data collection to store and save OMEGAMON XE for OS/390 UNIX System Services data. You can specify

n attribute groups for historical data collection

n data collection intervals

ENTERPRISE

OS/390 Systems

LPAR400J:MVS:SYSPLEX

UNIX SYSTEM SERVICES



n data warehousing interval (if you choose to write your data to a data warehouse)

n storage location for the collected data. Historical data can be stored either at the location of the monitoring agent or on the Candle Management Server® (CMSTM).

To ensure that data samplings are saved to populate your predefined historical workspaces, you must first configure and start historical data collection. This requirement does not apply to workspaces using attributes groups that are historical in nature and show all their entries without your starting data collection separately.

Information about using the historical data collection function can be found in the CandleNet Portal online Help and in the Historical Data Collection Guide for OMEGAMON XE and CandleNet Command Center.

Benefits of usingOMEGAMON XE for OS/390 UNIX System ServicesOMEGAMON XE for OS/390 UNIX System Services includes these advanced monitoring facilities:

n an at-a-glance picture providing the status of various aspects of your environment

n the ability to simultaneously monitor multiple instances of OS/390 UNIX System Services, each running on an individual OS/390 image, as well as any UNIX work running within that image, from one or more designated workstations

n the ability to define situations based on user-specified thresholds or on the status or a given resource to raise different types of alerts; for example, critical, warning, and informational

n the ability to determine whether a given process is running when it should not be, or is not running when it should be.

OMEGAMON XE for OS/390 UNIX System Services provides these benefits.

Increases knowledge—with extensive reporting capabilities that provide real-time access to reliable, up-to-the-minute data. Thus, you can make faster, better informed operating decisions. Additionally, workspaces show UNIX information in UNIX terms and relate the information to MVS, so that either



MVS or UNIX professionals can monitor your environment and make informed performance analysis decisions.

Enhances system performance—by letting you integrate, monitor, and manage your system, environment, console, and mission-critical applications. OMEGAMON XE for OS/390 UNIX System Services alerts you when conditions in your environment meet threshold-based conditions. These alerts notify your system administrator to limit and control system traffic.

Simplifies application and system management—by managing applications, platforms, and resources across your system.

OMEGAMON XE for OS/390 UNIX System Services Operating Environment

OMEGAMON XE for OS/390 UNIX System Services can help you address the increasing challenges presented by today’s technical environment. The environment in which OMEGAMON XE for OS/390 UNIX System Services operates includes

n the OMEGAMON XE product set. See “What is OMEGAMON XE?” on page 20.

n OMEGAMON DE. See “What is OMEGAMON DE?” on page 24.

n the CandleNet Portal user interface. See “What is OMEGAMON XE?” on page 20 and “Using the CandleNet Portal Interface” on page 29.

Planning and installationFor information on planning for and installing OMEGAMON XE for OS/390 UNIX System Services, refer to the installation documentation appropriate to your environment.

What is OMEGAMON XE?



OMEGAMON XE is a suite of Candle® products that monitor system and network applications on a variety of platforms. These products keep track of the availability and performance of all parts of your enterprise from one or more designated workstations, and provide reports you can use to track trends and troubleshoot problems.

OMEGAMON XE provides a way to monitor the availability and performance of all the systems in your enterprise from designated workstations. You can use OMEGAMON XE to

n establish your own performance thresholds

n raise alerts when thresholds are exceeded or values are matched

n trace the causes leading up to an alert

n create situations (conditions to test when monitoring)

n create and send commands to systems in your managed enterprise by means of the take action feature. Take action enables you to restart a process that is not functioning properly, send a message, or execute other commands.

n create comprehensive reports about system conditions

n define your own queries, using the attributes provided by OMEGAMON XE for OS/390 UNIX System Services, to monitor conditions of particular interest to you. Additionally, you can write SQL queries to ODBC data sources and apply the results to any chart or table



Components of the OMEGAMON XE platformThe client-server-agent implementation includes

n a client, CandleNet Portal, with a Java-based user interface for viewing and monitoring your enterprise. CandleNet Portal offers two modes of operation: desktop and browser.

n a CandleNet Portal Server that performs common functions such as retrieving, manipulating, and analyzing data from the Candle agents in your enterprise

n a Candle Management Server (CMS), which acts as a collection and control point for alerts received from the agents, and collects performance and availability data from those agents

n Candle monitoring agents that are installed on the systems or subsystems you want to monitor. These agents collect and distribute data to a CMS. OMEGAMON XE for OS/390 UNIX System Services is such an agent.

OMEGAMON XE featuresThe features listed below are available with CandleNet Portal V190 interface for OMEGAMON XE. If you are using a later version of CandleNet Portal, additional features may be available.

Customized workspaces for each information group

CandleNet Portal retrieves monitoring data at regular intervals and sends the results to the workspace in the form of charts and tables. You can start monitoring activity and system status immediately with the predefined workspaces. With just a few clicks of the mouse, you can tailor your own workspaces to look at specific conditions, display critical threshold values in red, and filter incoming data so you see only what matters.



Workspace views

CandleNet Portal offers a set of views you can use to build and customize workspaces: n Table views display data the Candle monitoring agents

have gathered from the systems where they are running. You can also display data from ODBC databases.

n Chart views -- pie, bar, blot, gauge -- like table views, display data from Candle monitoring agents.

n Take action view enables you to send a command to a system.

n Notepad view opens a simple text editor for writing text that can be saved with the workspace.

n Event log view shows the status of the situations running on your managed network.

n Graphic view places Navigator items as icons, or managed objects, on a map or picture of your choosing. The graphic view is available only with OMEGAMON DE. Figure 1 on page 26 shows an example graphic view.

n Terminal view starts a 3270 or 5250 session for working with OS/390 applications.

n Browser view opens the integrated browser for accessing Web pages.

Linked workspaces

If you often go from one workspace to another, you can build a link from one to the other to get there more quickly. You can also build links that originate from a table or from a bar or pie chart, and use relevant data from the source link to determine the link target.

Historical data You can configure CandleNet Portal to retain data samplings in history files and, if you have data warehousing set up, roll off to a historical database. Using chart and table views, you can then look over what happened hours, days, or weeks past to find a pattern, or you can filter out unwanted data to see specific areas of interest.



User-defined queries

Every Candle agent comes with a set of predefined queries for every attribute group. These queries tell the CMS what monitoring data to retrieve from the agent to display in a chart or table view. You can create your own queries to specify exactly which attributes to retrieve for the table or chart, thus saving valuable resources by retrieving only the data you want and nothing more. For example, you can build a filter into the query to retrieve only those records whose file size is greater than 5 megabytes.

Additionally, you can write SQL queries to ODBC data sources and apply the results to any chart or table. This enables you to show Candle data and data from other sources (such as third-party databases) in a single workspace.

CandleNet Portal detects monitoring agents configured with Candle’s Universal Agent. Creating user-defined queries for these universal agents enables you to display and monitor data from any application, including APIs and third-party software.

Interaction with systems from your console

The take action feature lets you enter a command or select a predefined command, and execute it on any system in your managed network.

Conditional alerts with the Situation editor

You can write comparisons with threshold values that CandleNet Portal tests against monitored data. When it finds a matching value (or one within a range), it displays an indicator to alert you.

User administration

CandleNet Portal provides the user administration feature for adding new user IDs, complete with selectable permissions for the major features and specific managed systems. Open the Administer Users dialog and you can see every user ID stored on the CandleNet Portal Server. Click a user ID to see and edit or copy its permissions.

What is OMEGAMON DE?



OMEGAMON DE offers a dashboard view of your enterprise. It gives you a single point of control for managing the resources your business-critical applications rely on, including a range of operating systems, servers, databases, mainframes, and Web components. OMEGAMON DE is uniquely suited to discovering the cause of problems in your OS/390 or z/OS environment. OMEGAMON DE permits you to bring together, in a single workspace, the events raised by a number of products. Using OMEGAMON DE, you can determine the effects of the interaction of these products on your total system enviroment.

For example, when a process is created in IBM’s UNIX System Services, it correlates to an MVS address space. Using OMEGAMON DE, you can create a workspace containing views from OMEGAMON XE for OS/390 UNIX System Services as well as related views from other products you license such as OMEGAMON XE for OS/390, OMEGAMON XE for WebSphere, OMEGAMON XE for Sysplex, or some combination of these and other OMEGAMON XE products. You can then drill down from this summary view to OMEGAMON II for MVS or to subordinate OMEGAMON XE for OS/390 UNIX System Services workspaces to perform bottleneck analysis.

OMEGAMON DE featuresOMEGAMON DE V190 includes all the features of CandleNet Portal included with OMEGAMON XE, plus these application integration components. If you are using a later version, additional features may be available.

Multiple applications in one workspace

In one workspace you can build a table or chart with data from one type of monitoring agent, and another table or chart with data from a different agent, showing views from as many different agent types as are included on that branch of the Navigator.

Linking between application workspaces

You can define a link from a workspace associated with one application to the workspace of another.



Graphic view The graphic view lets you place icons of Navigator items on a map or other background graphic, giving you a visual orientation for quick detection of problems anywhere in your monitored enterprise. You can zoom in and you can add such graphics as floor plans and organization charts. Figure 1 on page 26 illustrates a graphic view.

User-defined Navigator views

CandleNet Portal comes with the Navigator physical view, which organizes your managed enterprise by operating platform and agent type, and the Navigator business view, which displays any managed objects that were created in the CMW. You can also define Navigator views for any logical hierarchy, such as a departmental or site hierarchy.

Event Console view

In a single console, you can see the entire list of alerts that have occurred over a certain period. The Event Console view lists each alert, including such information as the age of the alert, where and when it occurred, and the situation name. The console has a toolbar for filtering the view to show only the alerts you want to see and a pop-up menu for managing alerts.

Universal Agent support

Candle’s OMEGAMON Universal Agent is an agent you can configure to monitor any data you collect. It lets you integrate data from virtually any platform and any source, such as custom applications, databases, systems, and subsystems. Your defined data providers are listed in the Navigator, and default workspaces are automatically created for them. As with any other Candle monitoring agent, you can display data from your Universal Agent’s attributes in workspace views and use them in situations for monitoring.



FIGURE 1. An example graphic view showing a critical alert at a mapped location

OMEGAMON DE Policy ManagementThe CandleNet Portal V190 Policy Management solution offering incorporates all the features of OMEGAMON DE and adds automation capabilities by means of the Workflow editor. If you are using a later version of CandleNet Portal, additional features may be available. The Workflow editor enables you to design sets of automated system processes, called policies, to resolve system problems. A policy performs actions, schedules work to be performed by users, or automates manual tasks.


What is CandleNet Portal?


CandleNet Portal is the interface into your OMEGAMON XE products. In the same way you use your browser home page as a starting point for navigating the Internet, you use CandleNet Portal to get a high-level overview of your network environment. One section of the window displays the Navigator, a tree-like view of your monitored network, with alert icons that appear when problems arise. The rest of the window is filled with views pertinent to the chosen item in the Navigator tree. From the top level or from your home workspace, you can navigate to specific locations to check activity and investigate problems.

CandleNet Portal offers two modes of operation:

n desktop mode, in which the CandleNet Portal client is installed on your workstation and runs as a desktop application.

n browser mode, in which the system administrator installs the CandleNet Portal client on the Web server, and you start CandleNet Portal from your browser. In browser mode, thin client software is downloaded to your system the first time you log on to CandleNet Portal, and thereafter only when there are software updates.

When using CandleNet Portal in browser mode, you can start it from any workstation by entering the URL for the Web server where the browser mode client is installed. Each CandleNet Portal workspace also has a URL, so that you can save the workspace to your Favorites list or specify it as your home page.

Figure 2 on page 28 shows a workspace for the item chosen in the tree: Dubbed Address Spaces. This workspace was designed with bar charts and a table on which address spaces meeting critical, warning, and informational thresholds could be highlighted.



FIGURE 2. Dubbed Address Spaces Workspace

Further Information about CandleNet PortalFor further information about CandleNet Portal, refer to the product’s online Help and to Administering OMEGAMON Products: CandleNet Portal.


Using the CandleNet Portal Interface


You can find detailed instructions for using CandleNet Portal in

n the CandleNet Portal online Help

n Getting Started with OMEGAMON Products: CandleNet Portal

n Administering OMEGAMON Products: CandleNet Portal

n Historical Data Collection Guide for OMEGAMON XE and CandleNet Command Center

This unit provides a high-level summary of CandleNet Portal’s operation.

The application window

The CandleNet Portal application window displays information about your enterprise. On the left is the Navigator, which shows the arrangement of your monitored network and any alerts associated with systems and applications on the network. On the right is a workspace. As you select each item in the Navigator, the workspace changes to show views for that item.



FIGURE 3. CandleNet Portal Application Window

NavigatorThe Navigator physical view shows the hierarchy of your monitored enterprise, from the top level ( ENTERPRISE) down to individual groupings of information collected by Candle monitoring agents. Every item in the Navigator is associated with at least one workspace. When you click an item in the Navigator, its default workspace displays in the application window.



The Navigator provides a physical view of your monitored network, organized by operating system platform, system type, Candle product (agents), and the attribute groups from which the agents can collect information.

Sometimes a small colored icon overlays a Navigator icon. This is an alert, or event indicator, which appears when a situation (a test of certain conditions) becomes true. As you move up the Navigator hierarchy, multiple events are consolidated to show only the indicator with the highest severity: critical, followed by warning, then informational.

Workspaces


Workspaces

What is a workspace?CandleNet Portal displays information in workspaces. A workspace is the working area of the CandleNet Portal application window and is made up of one or more views. A view is a pane in the workspace, typically a chart or table showing data collected from a Candle monitoring agent, such as the process detail running on the UNIX operating system.

A workspace may be linked to other workspaces. A link may be context-sensitive, whereby you right-click a row in a table or a data series in a chart to link to more detailed information about one of the attributes in the row or data series.

As you select items in the Navigator, the workspace presents views pertinent to your selection. Every workspace has at least one view, and every workspace has a set of properties associated with it. You can customize the workspace by working in the Properties editor to change the style and content of each view. Another way to customize the workspace is to change the type of view or to add views to the workspace.

Workspaces, views, and attributesEach table view corresponds to an attribute group and each column of the table corresponds to an individual attribute from the group. Each workspace displays real-time information for many of the attributes. The information is available to you whether or not you are monitoring situations. For more information about attributes, see “Attributes” on page 35.


Workspaces

Predefined WorkspacesOMEGAMON XE for OS/390 UNIX System Services is shipped with predefined workspaces that you can use as shipped or modify by using the Properties editor. Predefined workspaces make it easy for you to quickly start using OMEGAMON XE for OS/390 UNIX System Services effectively to monitor your environment. The shipped predefined workspaces provide the following information:

BPXPRMxx Information: The BPXPRMxx PARMLIB members establish defaults for OS/390 UNIX System Services. Use the BPXPRMxx information to see at a glance what values are in use, and to compare active values with what is specified in SYS1.PARMLIB.

Dubbed Address Space Information: This workspace contains information about all MVS address spaces that are dubbed; that is, the address space is marked as being a user of OS/390 UNIX System Services requests. It helps you understand UNIX performance from the perspective of MVS.

File Information: This workspace provides detailed information about files and directories. A File Information workspace specific to monitoring your WebSphere files is also provided.

HFS Enqueue Contention Information: This workspace shows the enqueue contentions, if any, for the given file system. Use this workspace to investigate HFS enqueue contention problems.

Kernel Information: This workspace presents information about UNIX data that is applicable on a system-wide basis.

Logged-on Users Information: This workspace supplies terminal identification and time data about each UNIX user logged onto OS/390 UNIX System Services. You can use this data to obtain information about individual users and to check for problems caused by user behavior. From this workspace, you can also navigate to process information for individual users.

Mounted File System Information: This workspace shows information that indicates the path to a given mounted file system, and the data set and volume on which it physically resides. Other information includes the size of the system and how much of the system is currently in use. Use this workspace to determine which file systems are actually mounted and what

Workspaces


state they are in. A Mounted File Systems workspace specific to monitoring your WebSphere mounted file systems is also provided

Processes Information: Processes perform the work for UNIX applications. This workspace shows the status of processes and helps identify the ones that might be causing system problems. A Processes workspace specific to monitoring your WebSphere processes is also provided

Thread Data Information: This workspace shows information about all threads for a given process.


Attributes

Attributes

What are attributes?OMEGAMON XE for OS/390 UNIX System Services gathers data from remote agents residing on the managed systems of your network and stores this data as system elements called attributes. You can use these attributes to build situations to monitor the performance of the managed systems you are concerned with.Related attributes are grouped into attribute groups. A given table view contains information provided by a single attribute group.

Using attributesTo use attributes effectively, you must first understand the structure of an attribute.

n An attribute is made up of an attribute group and an attribute item.

n An attribute group associates attributes that refer to some unique characteristic of the data that is being stored.

n An attribute item stores data for a particular property of an attribute group.

For example, in the attribute

OUSERS.Login_Name

Login_Name is an attribute item that stores a name recognized by the system, typically a TSO user ID, for the OUSERS (OMEGAMON XE for OS/390 UNIX System Services Logged-on Users) attribute group.

You can use attributes to create queries that display and monitor data from your application. These queries are an important tool in customizing your view of your monitored data.

Using attributes in situationsYou use attributes to create situations that monitor the state of your operating system, database, or application. A situation describes a condition you want to test. When you start a situation, CandleNet Portal compares the values you

Attributes


have assigned for the situation’s attributes with the values collected by OMEGAMON XE for OS/390 UNIX System Services and registers an event if the condition is met. You are alerted to events by indicator icons that appear in the Navigator.

For more information on attributesFor complete descriptions of the attributes for OMEGAMON XE for OS/390 UNIX System Services, refer to the OMEGAMON XE for OS/390 UNIX System Services online Help.


Situations

Situations

What is a situation?A situation is a logical expression involving one or more system conditions. Situations are used to monitor the condition of systems in your network. You can manage situations from CandleNet Portal by using the Situation editor.

What is a predefined situation?OMEGAMON XE for OS/390 UNIX System Services is shipped with a set of predefined situations that you can use as-is or modify to meet your requirements. Predefined situations are precoded to check for system conditions common to many enterprises. Using predefined situations can improve the speed with which you can begin using OMEGAMON XE for OS/390 UNIX System Services. You can examine and, if necessary, change the conditions or values being monitored by a predefined situation to those best suited to your enterprise.

Note: Candle suggests that if you choose to modify a predefined situation, you first use CandleNet Portal’s Create Another function to make a copy of the original situation. This ensures that you can fall back if necessary.

Using situations You manage situations from CandleNet Portal using the Situation editor. Using the Situation editor, you cann create, edit, or delete a situationn “create another” situation identical to the firstn display a situationn start and stop a situationn open the event workspace for a situation to investigate the condition that

caused the event

Situations


For a lesson on creating a situation, see Getting Started with OMEGAMON Products: CandleNet Portal. For detailed information about situations and about using the Situation editor, see Administering OMEGAMON Products: CandleNet Portal or the online Help provided with CandleNet Portal.

OMEGAMON XE for OS/390 UNIX System Services predefined situations

A list of the predefined situations provided with OMEGAMON XE for OS/390 UNIX System Services, together with the situations’ descriptions and formulas, can be found in the online Help distributed with OMEGAMON XE for OS/390 UNIX System Services.


Take Action Commands

Take Action Commands

The take action featureThe take action feature lets you issue a command to any system in your network where one or more Candle agents are installed. You can implement take action commands from a workspace, from a situation, in an ad hoc mode, or by recalling a saved take action command.

For more information on take action commandsFor detailed information about creating and using take action commands, see Administering OMEGAMON Products: CandleNet Portal or the online Help provided with CandleNet Portal.

Issuing UNIX Commands from OMEGAMON XE for OS/390 UNIX System Services



IntroductionOMEGAMON XE for OS/390 UNIX System Services permits you to issue commands either from the command line while in the user interface or by means of a triggered event. When a command is issued as the result of a situation evaluating True, causing an event to be triggered, the activity that ensues is referred to as “taking action” (see page 39).

How should UNIX commands be codedBy default, any command issued on behalf of OMEGAMON XE for OS/390 UNIX System Services is issued as an MVS command. The only result returned is whether or not the command appears to have started successfully. However, you can prefix commands with one of the following (note that the colon (:) following the command is required:

n OMVS:, Omvs:, or omvs:

n UNIX:, Unix:, or unix:

Doing so causes the command to be issued as a UNIX command. As with MVS commands, the only result returned is whether or not the command appears to have started successfully. Using one of the prefixes above permits you to issue a UNIX program name as a command. You can also issue UNIX shell commands using one of the prefixes above.

Thus, for example, D OMVS is issued as an MVS command. Alternatively, omvs:ps -ef is issued as a UNIX command.

By default, the output of both MVS and UNIX commands are written to the MVS system log. You cannot redirect the output of an MVS command. However, you can redirect both the input stream and output of a UNIX command by following standard UNIX redirection conventions.

Candle recommends you redirect command output to a file for later examination and to avoid cluttering the MVS log. The command omvs:ps -ef>/tmp/myoutput sends the output of the ps command to a file called /tmp/myoutput.



Each UNIX command is run as a process in a separate address space using the shell /bin/sh.

When OMEGAMON XE for OS/390 UNIX System Services is used to start a long-running UNIX command, you may notice an address space that persists until the command ends. This address space is additional to the one running OMEGAMON XE for OS/390 UNIX System Services and the one running the command itself. You can avoid the extra address space by running the command in the background. To do so, when entering the command, end the command line with the UNIX shell symbol & (ampersand).

Environment in which UNIX commands are issuedUNIX commands are issued in an environment having these characteristics:

n No terminal is available. Some commands, such as ps issued without options, will not work in this environment since they are designed to have a current terminal. Note that, in the case of ps, some options, for example, -A, enable ps to execute without requiring a terminal.

n The specified command may be any shell command or UNIX program, including any REXX program written for the shell, that does not require a terminal or a particular environmental condition (for example, a specific user ID).

n stdin is initially assigned to /dev/null (the equivalent of an empty file).

n stdout and stderr are initially assigned to /dev/console (the MVS SYSLOG).

n stdin, stdout, and stderr can be redirected following standard UNIX redirection conventions.

n The shell is executed in a new process in a separate address space. This insulates OMEGAMON XE for OS/390 UNIX System Services from the effects of the command and vice versa.

n The shell has the same authorization as OMEGAMON XE for OS/390 UNIX System Services.

n The initial working directory is /.

n The HOME environment variable is set to /.

n No other environment variables are set before the shell is started.



n shell/bin/sh is used to issue the specified command.

n The shell performs normal login profile processing starting with /etc/profile before issuing the specified command. This can result in further environment variables being set before the specified command is issued.

Note: If profile processing terminates the shell before the specified command has been issued, for example, by issuing the exit shell command, the specified command will not be issued.

n The specified command will not terminate when OMEGAMON XE for OS/390 UNIX System Services terminates if OMEGAMON XE for OS/390 UNIX System Services terminates first.

n Termination, abnormal or otherwise, of the specified command will not cause OMEGAMON XE for OS/390 UNIX System Services to terminate.

n OMEGAMON XE for OS/390 UNIX System Services does not maintain or report any status information about the shell or specified command other than that collected as part of its normal system monitoring functions.

Testing your command interfaceBefore using commands as part of CandleNet Portal’s event-driven interface, you should run some simple tests from the user interface to ensure that commands are working as expected. For example, issuing the take action command omvs:set>/tmp/cantest from CandleNet Portal should result in the output of the set command being placed in the file /tmp/cantest.


Investigating an Event


When the conditions of a situation have been met, the situation evaluates True, causing an event indicator to appear in the Navigator. You can investigate the cause of an event by opening its workspace.

The event workspace shows two table views, one with the values of the attributes when the situation evaluated True, and the other with the attributes’ current values.

The event workspace can also display a view with any expert advice written by the situation's author. The advice will display as Web text and any links you have defined will be active, or, if the expert advice consisted only of a link to a specific Web page of advice, that Web page is displayed. The take action view also displays in the event workspace so you can send a command to the application started on that system.

Here is an example Navigator with raised event indicators: red indicators for critical conditions and yellow indicators for warnings. If both a warning and a critical condition occur for the same workspace, the indicator always shows the highest level alert.

FIGURE 4. Navigator Item for an Event Workspace

ENTERPRISE

OS/390 Systems

LPAR400J:MVS:SYSPLEX

UNIX SYSTEM SERVICES

SYSG:WLAG:UNIX

Dubbed Address Spaces

BPXPRMxx Values

Files

Kernel



When you see an alert icon overlaying a Navigator icon, open the Event workspace and drill down to investigate the cause of the alert. Here is an example Event workspace for OMEGAMON XE for OS/390 Sysplex.

FIGURE 5. Example Event Workspace

Looking at this workspace, you can determine the situation that raised the event and the attributes whose values are contributing to the alert. You can also review available advice and take appropriate actions.



For more informationYou may now want to review the information about navigating through an agent’s workspaces in Getting Started with OMEGAMON Products: CandleNet Portal. Subsequent chapters of this manual will provide you with information specific to the use of OMEGAMON XE for OS/390 UNIX System Services.

Introducing OMEGAMON XE for OS/390 UNIX System Services Workspaces 47

Introducing OMEGAMON XE forOS/390 UNIX

System Services Workspaces

IntroductionThis chapter introduces you to the OMEGAMON XE for OS/390 UNIX System Services workspaces.

Chapter contentsOMEGAMON XE for OS/390 UNIX System Services Workspaces . . . . . . 48Workspaces for WebSphere Application Server. . . . . . . . . . . . . . . . . . . . . 50Organization and Interaction of Workspaces . . . . . . . . . . . . . . . . . . . . . . . 51BPXPRMxx . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Dubbed Address Spaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55File Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Files for WebSphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58HFS Enqueue Contention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Kernel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Logged-on Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Mounted File Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Mounted File Systems for WebSphere. . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Processes for WebSphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Thread Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

2

OMEGAMON XE for OS/390 UNIX System Services Workspaces



OverviewIn this unit you learn about the OMEGAMON XE for OS/390 UNIX System Services workspaces.

Workspaces and descriptionsOMEGAMON XE for OS/390 UNIX System Services provides the following workspaces for viewing information about each UNIX System Services system you are monitoring.

Workspace Provides information on...

BPXPRMxx This workspace provides information about the values in effect in the OS/390 for UNIX System services PARMLIB members, BPXPRMxx.


This workspace contains information about all MVS address spaces that are dubbed; that is, the address space is marked as being a user of OS/390 UNIX System Services requests.

File Information The workspace lists file attributes, path, and time information for the files in your monitored system.

(A workspace specific to your monitored WebSphere file system is available.)

Hierarchical File System Enqueue Contention

This workspace shows the enqueue contentions, if any, for the given file system.

Kernel This workspace describes system-wide UNIX information.

Logged-on Users This workspace supplies terminal identification and time data for each UNIX user logged into your monitored system.



For more information To find more detailed information about each workspace, refer to the following units in this chapter. You can also access the online Help.

Mounted File System

This workspace shows information that indicates the path to a given mounted file system, the data set and volume on which it physically resides, the size of the system, and how much of the system is currently in use.(A workspace specific to your monitored WebSphere mounted file systems is available.)

Processes This workspace provides detailed information about each process your system is currently executing.

(A workspace specific to your monitored WebSphere processes is available.)

Threads The thread data workspace shows all threads for a given process.

Workspace Provides information on...

Workspaces for WebSphere Application Server


Workspaces for WebSphere Application Server

OverviewOMEGAMON XE for OS/390 UNIX System Services can be used to monitor WebSphere Application Servers running in an OS/390 environment. Most OMEGAMON XE for OS/390 UNIX System Services workspaces can be used as-is to provide WebSphere Application Server information. However, several workspaces are modified specifically for WebSphere Application Server . These workspaces are:

n Processes for WebSphere

n Mounted File Systems for WebSphere. In order to use this WAS-specific workspace, you must customize the underlying query to reflect values specific to your enterprise.

n Files for WebSphere. In order to use this WebSphere Application Server-specific workspace, you must customize the underlying query to reflect values specific to your enterprise.

You can view the information in these WebSphere-specific workspaces using CandleNet Portal.

Accessing and configuring WebSphere Application Server-specific workspaces

You will find information about accessing and configuring these WebSphere Application Server-specific workspaces in the detailed descriptions of the workspaces later in this chapter.


Organization and Interaction of Workspaces


The illustration shows the interrerlationships between the OMEGAMON XE for OS/390 UNIX System Services workspaces.

Lightly-shaded workspaces are listed in CandleNet Portal’s Navigation Tree.

Accessing workspaces from CandleNet Portal From CandleNet Portal, the lightly-shaded workspaces are listed in the Navigation Tree. Click on the named workspace to access it. To access subordinate workspaces while using CandleNet Portal, right-click in any populated column of a table view. A pop-up window is presented to you, listing any workspaces that are subordinate to the workspace you are currently using. Clicking on a workspace’s name in the pop-up window will take you to that workspace.

Note: If you want to access the workspaces specific to WebSphere Application Server, the instructions to do so are found in the units that follow. These instructions tell you how to access these WAS-specific workspaces from the Navigator.



1. Processes in Address Space2. Address Spaces Containing Processes3. Children of Process4. Parent of Process5. Process6. Processes Matching UID7. Threads in a Process8. Mounted File Systems in Use by a Process9. Processes using a Mounted File System10. File Information for Mount Point11. Mounted File System Contaning Directory / File12. Subdirectory13. Enqueue Contention14. Enqueue Contention


BPXPRMxx

BPXPRMxx

Overview of BPXPRMxxAs part of the customization of OS/390 UNIX System Services, you can create BPXPRMxx members in SYS1.PARMLIB, where xx is a suffix used to distinguish between various customized PARMLIB members. Parameters in BPXPRMxx include:

n A list of active BPXPRMxx member suffixes from SYS1.PARMLIB. The suffix or suffixes of the currently active BPXPRMxx members appear as a single row of information. You can see these values by executing a DISPLAY OMVS,SUMMARY MVS system command.

n Contents of the BPXPRMxx members, with comments eliminated, override rules applied to duplicates, and each individual statement on a separate row of the table view.

n The currently active values. The source of these values may have been a BPXPRMxx member specified at IPL time, a BPXPRMxx member specified in a subsequent SET OMVS command, or an individualy set item specified using a SETOMVS command. To view these values, execute a DISPLAY OMVS,OPTIONS MVS command.

The BPXPRMxx PARMLIB members establish defaults for OS/390 UNIX System Services. Use this workspace to see at a glance what values are in use, and to compare active values with what is specified in SYS1.PARMLIB. Because the table view that is displayed resolves the somewhat complicated override rules of the BPXPRMxx members, it shows more clearly the values that are being used and is is more easily understood than looking at the BPXPRMxx members directly.

Using BPXPRMxxInformation about selecting values for BPXPRM statements is found in the IBM manual OS/390 UNIX System Services Planning, in the chapter “Customizing the OS/390 UNIX Environment.”

There is no default BPXPRMxx member in SYS1.PARMLIB. Howver, IBM provides a sample member in SYS1.SAMPLIB. You can use that sample to create the members you will store in SYS1.PARMLIB.

BPXPRMxx


During an IPL of OS/390 UNIX System Services, you specify which member (or members) to use. While OS/390 UNIX System Services is running, you can use the SET OMVS and SETOMVS MVS system commands to override the values specified at IPL time (see the IBM manual OS/390 MVS System Commands for information).

When specifying the member or members to be used, you can concatenate BPXPRMxx members. If members BPXPRMAA, BPXPRMBB, and BPXPRMCC were concatenated, either at IPL time or in an MVS system command, then BPXPRMAA values would be overridden by values in BPXPRMBB, and BPXPRMBB values would be overridden by values in BPXPRMCC. Thus, for example, if members BPXPRMAA, BPXPRMBB, and BPXPRMCC all contained different values for the parameter MAXUIDS, the value that would actually take effect would be the value specified in BPXPRMCC.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the BPXPRMxx workspace, refer to “BPXPRMxx Attribute Group” on page 74.




OverviewThis workspace contains information about all MVS address spaces that are dubbed; that is, the address space is marked as being a user of OS/390 UNIX System Services requests. Use this workspace to help you understand UNIX performance from the perspective of MVS.

The Dubbed Address Spaces workspace contains only "dubbed" address spaces. Dubbing is the process of making an address space known to the OS/390 UNIX System Services kernel. Address spaces created by fork() are automatically dubbed when they are created. Other address spaces become dubbed if they invoke an OS/390 UNIX service, either directly or indirectly. By indirectly, we mean that the address space does not itself invoke the OS/390 UNIX System Services APIs, but uses an application that does.

For example, address space MYJOB does not directly use the OS/390 UNIX System Services APIs. Howver, it does use TCP/IP running on the current version of OS/390. Since this version of TCP/IP uses the OS/390 UNIX System Services APIs, address space MYJOB is dubbed and is included in our Address Spaces workspace.

The workspaceThe workspace provides the name of the address space. For a batch job or started task, this is the jobname from the job statement. For a TSO address space, this is the user ID of the logged-on user. The address space name may also have been generated by OS/390 UNIX System Services. Among other columns on the workspace are the type of address space, batch, started task, or TSO user; the TSO userid associated with the address space; and the service class (if the system is in goal mode) or performance group (if the system is in compatibility mode) of the address space.

From this workspace, you can navigate to a workspace showing the processes running in the address space.



Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Dubbed Address Spaces workspace, refer to “Dubbed Address Spaces Attribute Group” on page 74.


File Information

File Information

OverviewThe File Information workspace lists file attributes, path, and time information for the datasets in your monitored system. Use this workspace to obtain detailed information about specific files.

The workspaceThis workspace displays directories and files. It also displays the number of links associated with a file, as well as the file type and statistical information about the file. When you first open the workspace, it displays the files and directories in the root directory. To view the files in a subdirectory, double-click the corresponding row of the workspace. Hierarchical File System datasets comprise a unique file system implemented within OS/390 to support UNIX applications. Use this workspace to obtain detailed information about a specific HFS file.

From this workspace, you can navigate to the Mounted File System workspace to determine file information for the mount point.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the File Information workspace, refer to“File Information Attribute Group” on page 74.

Files for WebSphere


Files for WebSphere

OverviewThe Files for WebSphere workspace lists file attributes, path, and time information for the datasets in your monitored WebSphere system. Use this workspace to obtain detailed information about specific files.

This workspace displays directories and files. It also displays the number of links associated with a file, as well as the file type and statistical information about the file. When you first open the table view, it displays the files and directories in the root directory. To view the files in a subdirectory, double-click the corresponding row of a table view in the workspace. Hierarchical File System datasets comprise a unique file system implemented within OS/390 to support UNIX applications. Use this workspace to obtain detailed information about a specific HFS file.

From this workspace, right-click in a row of the table view to display a pop-up menu. On the pop-up menu, select Link to to navigate to the Mounted File Systems for WebSphere workspace or the Subdirectory workspace.

Accessing the workspaceTo access this WebSphere-specific workspace, either:

n Click on Files in the Navigator.

When the OS/390 UNIX System Services File Information workspace displays, right-click on Files in the Navigator. From the pop-up menu that is displayed, select Files for WebSphere;

or

n Right-click in a row of the OS/390 UNIX Mounted File Systems for WebSphere table view. From the pop-up menu that is displayed, select Files for WebSphere.

Customizing the content of the Files for WebSphere workspaceThe Files for WebSphere workspace is a filtered view of the File Information workspace. When you access the Files for WebSphere workspace for the first time, you must customize the workspace’s properties to ensure that only


Files for WebSphere

WebSphere information is displayed. Use the Queries editor to perform the necessary customization. The steps below are an overview of the customization process. For full details about using the Queries editor, refer to the Queries editor discussion in the CandleNet Portal online Help.

1. Click thre Queries icon in the CandleNet Portal tool bar or press CNTL+Q to open the Queries editor.

2. Expand the tree in the left pane and click on the Files for WebSphere query. Navigate to the query by following this example:

OS/390 Unix (USS) - > USS_Files - > Files for WebSphere

3. In the right pane, under the Specification tab, click on the Path column to display the EQ symbol.

4. In the Path column, type directoryname where directoryname is the name of the WebSphere directory. This may be a single directory or a complete path; for example, WebSphere390/CB390.

5. Click OK to close the Queries editor and return to the workspace.

6. Save this workspace by clicking the Save Workspace icon in the CandleNet Portal toolbar.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the File Information workspace, refer to“File Information Attribute Group” on page 74

HFS Enqueue Contention


HFS Enqueue Contention

OverviewThe Hierarchical File System Enqueue Contention workspace shows the enqueue contentions, if any, for the given file system. Use this workspace to investigate HFS enqueue problems. The workspace permits you to see who is holding a resource and who is or are waiting for the resource. It also shows the amount of time contention for the resource has been in effect.

Accessing the HFS Contention workspaceThis workspace can only be accessed by navigating from a file system row of the Mounted File System workspace.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the HFS Enqueue Contention workspace, refer to “Hierarchical File System (HFS) Enqueue Contention Attribute Group” on page 74.


Kernel

Kernel

OverviewThe OMEGAMON XE for OS/390 UNIX System Services Kernel workspace permits you to clearly understand, from a UNIX perspective, how applications are driving resource utilization on the OS/390 image.

The workspaceThis workspace describes system-wide UNIX information such as the number of active users and the number of processes executing. Note that the Kernel workspace user count includes all active users whether logged on or not. Thus, a started task or a batch job could be included in this count.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Kernel workspace, refer to “Kernel Attribute Group” on page 74.

Logged-on Users


Logged-on Users

OverviewThe Logged-on Users workspace is useful when checking for problems caused by user behavior or when reviewing process information for an individual user.

The workspaceYou can use this workspace to gather identification and time information about individual logged-on UNIX users. The remote host column provides the name of the system host from which a login (rlogin) connection was established. However, when the connection is local or established using telnet, the remote host is displayed as a blank. You can also use this workspace to check for problems caused by user behavior. For example, a high Idle Time value for a remote user may indicate a security problem. You may want to call the user and find out why it is necessary to stay logged on.

Process workspace for UserYou can navigate from the Logged-on Users workspace to a workspace showing all processes having the same numeric UID as the signed-on user. Access this workspace by double-clicking the row of data for a specific user in the Logged-on Users workspace or table view. Remember that the resulting workspace is based on the numeric UID, not the Login Name or actual user name. When the numeric UID is shared, you may see processes that are not associated with the user.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Logged-on Users workspace, refer to “Logged-on Users Attribute Group” on page 75.


Mounted File Systems

Mounted File Systems

OverviewThe Mounted File Systems workspace shows information that indicates the path to a given mounted file system, and the data set and volume on which it physically resides. Other information includes the size of the system and how much of the system is currently in use.

Use this workspace to determine which file systems are actually mounted and what state they are in. For example, it is possible to see those file systems having very little free space or having lots of wasted space.

You can also see when enqueue contentions occur and can navigate from this workspace to the HFS Enqueue Contention workspaces to get more detailed information.

From this workspace, you can navigate to the File Information workspace to determine the directories or files the mounted file system contains.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Mounted File Systems workspace, refer to “Mounted File Systems Attribute Group” on page 75.

Mounted File Systems for WebSphere



OverviewThis workspace shows information that indicates the path to a given WebSphere mounted file system, and the data set and volume on which it physically resides. Other information includes the size of the system and how much of the system is currently in use.

Use this workspace to determine which file systems are actually mounted and what state they are in. For example, it is possible to see those file systems having very little free space or having lots of wasted space.

You can also see two graphs. One shows the total size of the available disk space for the WebSphere mounted file systems and the total amount of space used. The other shows the percentage of disk space used.

From this workspace, right-click a row in the table view. From the pop-up menu that is displayed, select Link to to navigate to the Files for WebSphere workspace to determine the directories or files the WebSphere mounted file systems contain or to the Processes for WebSphere for information about active processes.

Customizing the content of the Mounted File Systems for WebSphere workspace

The Mounted File Systems for WebSphere workspace is a filtered view of the Mounted File Systems workspace. When you access the Mounted File Systems for WebSphere workspace for the first time, you must customize the workspace’s properties to ensure that only WebSphere information is displayed. Use the Properties editor to perform the necessary customization.

1. First, determine the names of the mounted file systems you want to display in this workspace. To do so:n Telnet to the OS/390 machine.

n Change directories to the directory where WebSphere is installed and, at the prompt, enter df . .

n Return to CandleNet Portal.



2. Right-click in the table view in the Mounted File Systems for WebSphere to open the Properties editor. For full details about using the Properties editor and its Filters tabs, refer to the Properties Editor discussion in the Candlenet Portal online Help.

3. Click on the File System Name column to display the EQ symbol.

4. In the File System Name column, type the name of the file system from the Telnet session’s df command.

5. Save this workspace by clicking the Save Workspace icon in the CandleNet Portal toolbar.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the File Systems for WebSphere workspace, refer to “Mounted File Systems Attribute Group” on page 75.

Processes


Processes

OverviewThe OMEGAMON XE for OS/390 UNIX System Services Processes workspace provides detailed information about each process your system is currently executing. This workspace shows the status of processes and assists you in identifying any that might be causing system problems.

The workspaceUse this workspace to check the status of processes executing under OS/390 UNIX System Services to identify the ones causing system problems. (A process is a unit of work within UNIX. It is sometimes analogous to a task or an address space in OS/390.) For example, you may find that the execution time of a process is abnormally high. A program that is looping might be causing this problem. You can use this workspace to identify the process and its owner.

Children of Process workspaceBy double-clicking on a row of data in the Processes workspace, you can display the Children of Process workspace. This ‘filtered’ workspace permits you to view only the children of the specific parent process you selected.

Other available process workspacesFrom the primary Processes workspace, you can obtain the Children of Process workspace as described above. You can also obtain workspaces of:

n Address spaces containing a process

n Mounted File Systems in use by a process

n Threads in a process

You can access various subordinate process workspaces as follows:

n From the Dubbed Address Spaces workspace, you can obtain a workspace of processes running in an address space.


Processes

n From the Logged-on Users workspace, you can obtain a workspace showing which logged-on users (by user ID) are running a process.

n From the Mounted File Systems workspace, you can obtain a workspace showing the processes using a specific mounted file system.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Processes workspace, refer to “Processes Attribute Group” on page 75.

Processes for WebSphere


Processes for WebSphere

OverviewThe Processes for WebSphere workspace provides processes information specific to your monitored WebSphere Application Systems. Within the workspace, CandleNet Portal displays a table view, OS/390 UNIX Processes for WebSphere, that identifies the MVS Status, Process Status, Execution State, and other relevant information for processes identified by Process ID. The workspace also displays bar graphs showing UNIX Run Times and User and System CPU Times for specific processes.

From the Processes for WebSphere workspace, right-click in a row of the table view to display a pop-up menu. From the pop-up menu, select Link to to navigate to the Thread Data, Child Processes, Dubbed Address Spaces, Mounted File Systems for WebSphere, or Files for WebSphere workspaces.

Accessing the Processes for WebSphere workspaceTo access the WebSphere-specific Processes workspace, right-click on Processes in the Navigator. Then select Processes for WebSphere from the pop-up menu that is displayed.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Processes workspace, refer to “Processes Attribute Group” on page 75.


Thread Data

Thread Data

OverviewThe Thread Data workspace shows all threads for a given process. Use this workspace to determine which thread or threads use the most CPU time in a busy process.

Accessing the Thread Data informationThe Thread Data workspace can be obtained from any process workspace by double-clicking in the row of the process you want to explore and selecting Thread Data from the pop-up menu.

Attributes displayed in the workspaceFor a complete list and definitions of the attributes displayed as column headings in the Thread Data workspace, refer to “Thread Data Attribute Group” on page 75.

Thread Data


OMEGAMON XE for OS/390 UNIX System Services Attributes 71

OMEGAMON XE for OS/390UNIX System Services

Attributes

IntroductionThis chapter introduces you to the OMEGAMON XE for OS/390 UNIX System Services attributes.

Chapter Contents Attributes and Attribute Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Dubbed Address Spaces Attribute Group . . . . . . . . . . . . . . . . . . . . . . 74BPXPRMxx Attribute Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74File Information Attribute Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Hierarchical File System (HFS) Enqueue Contention Attribute Group. 74Kernel Attribute Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Logged-on Users Attribute Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Mounted File Systems Attribute Group . . . . . . . . . . . . . . . . . . . . . . . . 75Processes Attribute Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Thread Data Attribute Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

3

Attributes and Attribute Groups



OverviewIn this unit you learn about the OMEGAMON XE for OS/390 UNIX System Services attributes. You can use these attributes to build situations that monitor the performance of your OS/390 UNIX System Services product.

Attribute groupsOMEGAMON XE for OS/390 UNIX System Services provides the following attribute groups:

n BRXPRM

n Dubbed Address Spaces

n File Information

n Hierarchical File System Enqueue Contention

n Kernel

n Logged-on Users

n Mounted File System

n Processes

n Threads

For each OMEGAMON XE for OS/390 UNIX System Services attribute group there are one or more attribute items.

Associating attributes with workspaces or workspacesThere is a direct relationship between OMEGAMON XE for OS/390 UNIX System Services attributes and the OMEGAMON XE for OS/390 UNIX System Services workspaces. An attribute group corresponds to information contained in a workspace and the attribute items correspond to columns in a table view within the workspace.



The OMEGAMON XE for OS/390 UNIX System Services workspaces provide real-time information on many of the OMEGAMON XE for OS/390 UNIX System Services attributes. The OMEGAMON XE for OS/390 UNIX System Services workspaces are available to you at any time, independent of whether you are using OMEGAMON XE for OS/390 UNIX System Services to monitor situations.

Rate and percentage data in attributesNote that rate and percentage data is based on a short-term interval, typically about 6 seconds. The same rate and percentage data will appear in successive table views if both table views were collected between two of these short intervals. The short collection interval is done to ensure consistency of results and low overhead. One potential side effect of this collection algorithm is that rate and percentage data may not be available until several seconds after the agent has initialized, a situation that should rarely be encountered

Attribute Groups


Attribute Groups

OverviewThis unit describes each of the attribute groups provided with OMEGAMON XE for OS/390 UNIX System Services. Complete descriptions of the attributes within each attribute group are found in the product’s online Help.

Dubbed Address Spaces Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Dubbed Address Spaces attributes provide information about all MVS address spaces that are dubbed; that is, the address space is marked as being a user of OS/390 UNIX System Services requests.

BPXPRMxx Attribute GroupAs part of the customization of OS/390 UNIX System Services, you can create BPXPRMxx members in SYS1.PARMLIB, where xx is a suffix used to distinguish between various customized PARMLIB members. BPXPRMxx contains parameters that control processing and the file system. These PARMLIB members establish defaults for OS/390 UNIX System Services.

File Information Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services File Information attributes provide file, path, and time information for the files in your monitored systems.

Hierarchical File System (HFS) Enqueue Contention Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Hierarchical File System Enqueue Contention attributes describe contention for a given HFS. The attributes are only available when an enqueue contention exists.

Kernel Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Kernel attributes provide information about system-wide UNIX information.


Attribute Groups

Logged-on Users Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Logged-on Users attributes supply terminal identification and time data for each UNIX user logged into your monitored system.

Mounted File Systems Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Mounted File System attributes provide basic status and activity information for mounted file systems.

Processes Attribute GroupThe OMEGAMON XE for OS/390 UNIX System Services Processes attributes provide detailed information about each process your system is currently executing. A process is not equivalent to a program. A program consists of one or more processes acting together to perform a function.

Thread Data Attribute GroupThe Thread Data attribute group provides information about all threads for a given process.

Attribute Groups


Candle Support Services 77

Guide to CandleCustomer Support

IntroductionCandle Corporation is committed to producing top-quality software products and services. To assist you with making effective use of our products in your business environment, Candle is also committed to providing easy-to-use, responsive customer support.

Precision, speed, availability, predictability—these terms describe our products and Customer Support services.

Included in this Guide to Candle Customer Support is information about the following:

Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78– Telephone Support– eSupport– Description of Severity Levels– Service-level objectives– Recording and monitoring calls for quality purposes– Customer Support Escalations– Above and Beyond

Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82– Assigned Support Center Representative (ASCR)– Maintenance Assessment Services (MAS)– Multi-Services Manager (MSM)

Customer Support Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . 84– Link to Worldwide Support Telephone and E-mail information

A

Base Maintenance Plan



OverviewCandle offers a comprehensive Base Maintenance Plan to ensure that you realize the greatest value possible from your Candle software investments. We have more than 200 technicians providing support worldwide, committed to being responsive and to providing expedient resolutions to support requests. Technicians are available worldwide at all times during the local business day. In the event of an after-hours or weekend emergency, our computerized call management and forwarding system will ensure that a technician responds to Severity One situations within one hour. For customers outside of North America, after-hours and weekend support is provided in English language only by Candle Customer Support technicians located in the United States.

Telephone supportCandle provides consistently reliable levels of service—thanks to our worldwide support network of dedicated experts trained for specific products and operating systems. You will always work with a professional who truly understands your problem.

We use an online interactive problem management system to log and track all customer-reported support requests. We give your support request immediate attention by routing the issue to the appropriate technical resource, regardless of geographic location.

Level 0 Support is where your call to Candle Customer Support is first handled. Your support request is recorded in our problem management system, then transferred to the appropriate Level 1 support team. We provide Level 0 manual interaction with our customers because we support more than 170 products. We feel our customers would prefer personal interaction to a complex VRU or IVR selection menu.

Level 1 Support is the service provided for initial support requests. Our Level 1 team offers problem determination assistance, problem analysis, problem resolutions, installation assistance, and preventative and corrective service information. They also provide product usage assistance.



Level 2 Support is engaged if Level 1 cannot provide a resolution to your problem. Our Level 2 technicians are equipped to analyze and reproduce errors or to determine that an error is not reproducible. Problems that cannot be resolved by Level 2 are escalated to Candle’s Level 3 R&D support team.

Level 3 Support is engaged if a problem is identified in Candle product code. At Level 3, efforts are made to provide error correction, circumvention or notification that a correction or circumvention is not available. Level 3 support provides available maintenance modifications and maintenance delivery to correct appropriate documentation or product code errors.

eSupportIn order to facilitate the support process, Candle also provides eSupport, an electronic full-service information and customer support facility, via the World Wide Web at www.candle.com/support/. eSupport allows you to open a new service request and update existing service requests, as well as update information in your customer profile. New and updated service requests are queued to a support technician for immediate action. And we can respond to your request electronically or by telephone—it is your choice.

eSupport also contains a continually expanding knowledge base that customers can tap into at any time for self-service access to product and maintenance information.

The Candle Web Site and eSupport can be accessed 24 hours a day, 7 days a week by using your authorized Candle user ID and password.

Description of Candle severity levelsResponses to customer-reported product issues and usage questions are prioritized within Candle according to Severity Code assignment. Customers set their own Severity Levels when contacting a support center. This ensures that we respond according to your individual business requirements.

Severity 1 Crisis

A crisis affects your ability to conduct business, and no procedural workaround exists. The system or application may be down.

Severity 2High

A high-impact problem indicates significant business effect to you. The program is usable but severely limited.

http://www.candle.com/support/



Candle has established the following service-level objectives:

Severity 3Moderate

A moderate-impact problem involves partial, non-critical functionality loss or a reasonable workaround to the problem. A “fix” may be provided in a future release.

Severity 4Low

A low-impact problem is a “how-to” or an advisory question.

Severity 5Enhancement Request

This is a request for software or documentation enhancement. Our business units review all requests for possible incorporation into a future release of the product.

Call Status Severity 1 Goal

Severity 2 Goal

Severity 3 Goal

Severity 4 Goal

Severity 5Goal

First Call Time to Answer

90% within one minute

Level 1 Response(Normal Business Hours)

90% within 5 minutes

90% within one hour

Level 2 Response

(Normal Business Hours)

Warm Transfer

90% within two hours

90% within eight hours

Scheduled follow-up (status update)

Hourly or as agreed

Daily or as agreed

Weekly or as agreed Notification is made when an enhancement is incorporated into a generally available product.

Notification is made when a fix is incorporated into a generally available product.

The above information is for guideline purposes only. Candle does not guarantee or warrant the above service levels. This information is valid as of October 1999 and is subject to change without prior notice.



Recording and Monitoring Calls for Quality PurposesCandle is committed to customer satisfaction. To ensure that our customers receive high levels of service, quality and professionalism, we’ll monitor and possibly record incoming and outgoing Customer Support calls. The information gleaned from these calls will help us serve you better. If you prefer that your telephone call with Candle Customer Support in North America not be monitored or recorded, please advise the representative when you call us at (800) 328-1811 or (310) 535-3636.

Customer Support EscalationsCandle Customer Support is committed to achieving high satisfaction ratings from our customers. However, we realize that you may occasionally have support issues that need to be escalated to Candle management. In those instances, we offer the following simple escalation procedure:

If you experience dissatisfaction with Candle Customer Support at any time, please escalate your concern by calling the Candle support location closest to you. Ask to speak to a Customer Support manager. During standard business hours, a Customer Support manager will be available to talk with you or will return your call. If you elect to hold for a manager, you will be connected with someone as soon as possible. If you wish a return call, please tell the Candle representative coordinating your call when you will be available. After contacting you, the Customer Support manager will develop an action plan to resolve your issue. All escalations or complaints received about support issues are logged and tracked to ensure responsiveness and closure.

Above and BeyondWhat differentiates Candle’s support services from our competitors? We go the extra mile by offering the following as part of our Base Maintenance Plan:

n Unlimited multi-language defect, installation and operations supportn eSupport using the World Wide Webn Regularly scheduled product updates and maintenance provided at no

additional chargen Over 200 specialized technicians providing expert support for your

Candle products

Enhanced Support Services



OverviewOur Base Maintenance Plan provides a high level of software support in a packaged offering. However, in addition to this plan, we have additional fee-based support services to meet unique customer needs.

The following are some examples of our added-value support services:

n Assigned Support Center Representative Services (ASCR)

– An assigned focal point for managing support escalation needs– Proactive notification of available software fixes– Proactive notification of product version updates– Weekly conference calls with your ASCR to review active problem

records– Monthly performance reviews of Candle Customer Support service

levels– Optional on-site visits (extra charges may apply)

n Maintenance Assessment Service (MAS)

– On-site assessment services– Advice about product maintenance and implementation– Training your staff to develop efficient and focused procedures to

reduce overall cost of ownership of your Candle software products– Analysis of your Candle product environment: versions, updates,

code correction history, incident history and product configurations– Reviews to ensure that purchased Candle products and solutions are

used effectively

n Multi-Services Manager (MSM)

Multi-Services Manager provides highly valued services to customers requiring on-site full time expertise to complement their technical resources.

– Dedicated on-site Candle resource (6 months or one year) at your site to help ensure maximum use and effectiveness of your Candle products



– Liaison for all Candle product support activities, coordination and assistance with implementation of all product updates and maintenance releases

– Works with your staff to understand business needs and systems requirements

– Possesses technical and systems management skills to enhance your staff’s knowledge and expertise

– Other projects as defined in Statement of Work for MSM services

Customer Support Contact Information


Customer Support Contact Information

Link to Worldwide Support Telephone and E-mail informationTo contact Customer Support, the current list of telephone numbers and e-mail addresses can be found on the Candle Web site, www.candle.com/support/.

Select Support Contacts from the list on the left of the page.

http://www.candle.com/support/

Index 85

Index

Aaccessing workspaces 51

from CandleNet Portal 51accessing workspaces from CandleNet

Portal 51Address Spaces attribute group. See Dubbed

Address Spaces attribute group 74Address Spaces workspace. See Dubbed

Address Spaces workspace 55Adobe portable document format 10agents 21ASCR

assigned support center representative 82assigned support center representative

ASCR 82attribute 35

structure of 35attribute group 35attribute groups

Address Spaces 74BPXPRMxx 74File Information 74HFS Enqueue Contention 74Kernel 74Logged-on Users 75Mounted File System 75Processes 75Thread Data 75

attribute item 35attributes

definition 35rate and percentage data in 73

audience for this guide 7automation 26

Bbenefits

enhances system performance 19increases knowledge 18of OMEGAMON XE for OS/390 UNIX

System Services 18simplifies application and system

management 19BPXPRMxx attribute group 74BPXPRMxx workspace 53browser mode 27business view 25

CCandle Management Server 21CandleNet Portal

browser mode 27definition 27desktop mode 27

CandleNet Portal server 21commands, issuing 40commands,Take Action 39contents of this guide 8customer service

telephone support 78customer support

base maintenance plan 78contact information 84enhanced support services 82eSupport 79severity levels 79

Ddesktop mode 27documentation set 9Dubbed Address Spaces attribute group 74Dubbed Address Spaces workspace 55

E


EeSupport

customer support 79Event Console view 25events 43

console 25definition 36indicator 43workspaces 43

FFile Information attribute group 74File Information workspace 57Files for WebSphere workspace 58

HHFS Enqueue Contention attribute

group 74historical data collection 17

Iintroducing

OMEGAMON XE for OS/390 UNIX System Services workspaces 47

issuing commands 40

KKernel attribute group 74Kernel workspace 61

LLogged-on Users attribute group 75Logged-on Users workspace 62

Mmaintenance assessment service

MAS 82MAS

maintenance assessment service 82modes

browser 27

desktop 27monitoring

facilities 18monitoring agents 21Mounted File Systems attribute group 75Mounted File Systems for WebSphere

workspace 64Mounted File Systems workspace 63MSM

multi-services manager 82multi-services manager

MSM 82

NNavigator

business view 25physical view 25, 30

OOMEGAMON DE

definition 24Event Console view 25

OMEGAMON XEcomponents 21definition 20

OMEGAMON XE for OS/390 UNIX System Services

benefits 18workspaces 48

PPDF files, adding annotations 11percentage data in attributes 73physical view 25, 30Policy Management 26predefined situations 37Preface 7printing problems 10Processes attribute group 75Processes for WebSphere workspace 68Processes workspace 66Properties editor 32

Index 87

R

Rrate data in attributes 73

Sseverity levels

customer support 79situations

definition 37predefined 37

structure of an attribute 35

Ttake action commands 39telephone support

customer service 78thin client 27Thread Data attribute group 75Thread Data workspace 69

UUniversal Agent 25UNIX Commands, issuing 40

Vviews

business 25chart 22definition 32Event Console 25physical 25, 30table 22

WWebSphere

workspaces specific to 50WebSphere Application Server

OMEGAMON XE for OS/390 UNIX System Services workspaces for 50

WebSphere Application Server workspaces 50

Workflow editor 26

workspacesaccessing from CandleNet Portal 51adding to favorites 27Address Spaces 55BPXPRMxx 53definition 32event 43File Information 57Files for WebSphere 58Kernel 61Logged-on Users 62Mounted File Systems 63Mounted File Systems for WebSphere 64organization and interaction of 51Processes 66Processes for WebSphere 68purpose of 33specific to WebSphere 50Thread Data 69WebSphere Application Server 50

workspaces associated with attribute groups 49

workspaces, accessingfrom CandleNet Portal 51

W


omegamon xe for os/390 unix system ഀ匀攀爀瘀椀挀攀猀 唀猀 …

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omegamon xe for os/390 unix system ഀ匀攀爀瘀椀挀攀猀唀猀 …