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User’s GuideOMEGAMON® Alert Manager for

HP OpenView NNM

Version 200

GC32-9235-00

April 2002

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 OMEGAMON Alert Manager for HP OpenView NNM User’s Guide, V200

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, Candle Technologies, CL/CONFERENCE, CL/SUPERSESSION, CommandWatch, CT, CT/Data Server, CT/DS, DELTAMON, eBA, eBA*ServiceMonitor, eBA*ServiceNetwork, 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 Command Center, 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, CandleNet Portal, 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, 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 © March 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.

3

Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

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

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

Chapter 1. Introducing the OMEGAMON Alert Manager for HP OpenView NNM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15About the OMEGAMON Alert Manager for HP OpenView NNM. . . . 16Features of the OMEGAMON Alert Manager for HP OpenView NNM 18OMEGAMON Alert Manager for HP OpenView NNM Environment . 19 Monitoring NNM Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24A Typical Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 2. The HP OpenView NNM Workspace . . . . . . . . . . . . . . . . . . . . 27About the HP OpenView NNM Alerts Workspace . . . . . . . . . . . . . . . 28Understanding Alert Manager-Provided Information . . . . . . . . . . . . . 29Working with HP OpenView NNM Information . . . . . . . . . . . . . . . . . 30Inside an Alerts Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Understanding the Information: A Scenario. . . . . . . . . . . . . . . . . . . . 37

Chapter 3. Sending CCC Event Data to HP OpenView NNM . . . . . . . . . . 39Specifying what Event Data to Emit . . . . . . . . . . . . . . . . . . . . . . . . . 40Creating a Policy Using the OpenView_Event Activity . . . . . . . . . . . . 42Sending MQSeries Data to OpenView: A Typical Scenario . . . . . . . . 49

Chapter 4. Displaying CCC Events on HP OpenView NNM . . . . . . . . . . . . 51Configuring HP OpenView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Viewing CCC Alerts on HP OpenView NNM . . . . . . . . . . . . . . . . . . . 54

Contents


Appendixes

Appendix A. Net_Alert Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59About Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Attributes in the Net_Alert Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Appendix B. Predefined Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Introduction to Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Predefined Situations and Their Descriptions. . . . . . . . . . . . . . . . . . . 66

Appendix C. Guide to Candle Customer Support . . . . . . . . . . . . . . . . . . . . . 67Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Customer Support Contact Information. . . . . . . . . . . . . . . . . . . . . . . 74

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

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Table 1. Event Categories and Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Tables


Preface 7

Preface

IntroductionThe OMEGAMON Alert Manager for HP OpenView NNM User’s Guide, V200, provides detailed information about the Alert Manager, which acts as an interface between Candle monitoring products and HP OpenView Network Node Manager (NNM). It makes it possible for you to use the monitoring and automation capabilities of OMEGAMON® XE to monitor SNMP traps reported to NNM and to send Alert Manager event data to NNM.

This guide covers:

n monitoring NNM alerts using CandleNet PortalTM

n sending OMEGAMON XE events to NNM

n configuring NNM to display OMEGAMON XE events

n using Net_Alert attributes to create situations that monitor NNM alerts

P

About This Guide


About This Guide

PurposeThis guide provides the information you need to use the OMEGAMON Alert Manager for HP OpenView NNM, through the CandleNet Portal user interface, to monitor SNMP traps forwarded from NNM and to send event data to NNM. It is designed to complement the online help provided with the Alert Manager and CandleNet Portal, as well as the topics covered in Administering OMEGAMON Products with CandleNet Portal.

Intended audienceThis guide is for system administrators and operators who are responsible for setting up the OMEGAMON Alert Manager for HP OpenView NNM to monitor data from NNM, and for those responsible for configuring NNM to display data from OMEGAMON XE. It assumes a working knowledge of OMEGAMON XE, CandleNet Portal, the Candle Management Workstation, and NNM.

Preface 9

Documentation Set

Documentation Set

OverviewCandle provides this User’s Guide for OMEGAMON Alert Manager for HP OpenView NNM. This manual supplements the online Help provided with the product.

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 the 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 Alert Manager for HP OpenView NNM User’s Guide, V200” 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.

http://www.adobe.com





What’s New 13

What’s New

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 the OMEGAMON Alert Manager for HP OpenView NNM 15

Introducing the OMEGAMON Alert Manager

for HP OpenView NNM

Chapter OverviewThis chapter introduces the OMEGAMON Alert Manager for HP OpenView NNM.

Chapter contentsAbout the OMEGAMON Alert Manager for HP OpenView NNM . . . . . . . 16Features of the OMEGAMON Alert Manager for HP OpenView NNM . . . 18OMEGAMON Alert Manager for HP OpenView NNM Environment . . . . . 19Monitoring NNM Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24A Typical Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

1

About the OMEGAMON Alert Manager for HP OpenView NNM



The challengeIncreasingly, system administrators are facing the challenge of managing information in distributed, heterogeneous environments with multiple focal points and different management tools. Candle Corporation has developed a set of alert managers to help administrators meet this challenge.

Alert managers act as interfaces between OMEGAMON XE and other applications. They make it possible to integrate information from Candle management products with data from third party products on a single workstation. You can monitor SNMP alerts from third party products or send data about events monitored by Candle products to a third party application.

How Alert Managers assist youThe bidirectional interoperability offered by alert managers enables you to:

n Simplify system and application management—You can view and manage applications, operating systems, and resources across your computing environment from a single focal point of your choice.

n Enhance system performance and availability—You can correlate information from different management tools to more effectively manage your networked systems.

n Increase efficiency—By sharing access to information, you can troubleshoot system problems more effectively. By using situations, you can ensure that OMEGAMON Alert Manager for HP OpenView NNM notifies you of only those alerts that you consider important.

n Provide flexibility—Administrators and operators can use the management tools they are most familiar with to monitor information, regardless of where it is collected.



How the OMEGAMON Alert Manager for HP OpenView NNM worksThe OMEGAMON Alert Manager for HP OpenView NNM is an intelligent remote agent that runs on the same host as NNM. It monitors SNMP traps received by NNM and forwards them to the Candle Management Server. This information is then made available to be viewed using CandleNet Portal or to be used in creating situations.

Features of the OMEGAMON Alert Manager for HP OpenView NNM


Features of the OMEGAMON Alert Manager for HP OpenView NNM

HP OpenView NNM InformationOn demand, OMEGAMON Alert Manager for HP OpenView NNM displays a report of the 100 most recent alerts received by NNM. You can scan these alerts to review what is happening on systems managed by the application. You can also use reports to determine which alerts you want to monitor using criteria-based situations.

“The HP OpenView NNM Workspace” on page 27 provides information about the contents of the reports and how to access and display report information.

Predefined situationsCandle minimizes your programming requirements by providing predefined situations you can use to start monitoring alerts almost immediately. You can also use these predefined situations as models for creating your own situations.

“Predefined Solutions” on page 63 provides definitions of the product-provided situations.

Net_Alert attributesCandle also provides a set of attributes you can use to create your own monitoring situations. These attributes let you identify specific aspects of alerts you want to monitor such as category, severity, or event origin.

“Net_Alert Attributes” on page 59 contains descriptions of these attributes.

Emitter featureThe emitter feature enables you to forward Candle events to NNM as SNMP alerts. You can send information about situations monitored by any of Candle's wide range of performance and availability management products.

“Sending CCC Event Data to HP OpenView NNM” on page 39 contains instructions for creating a policy to emit event data to OpenView.


OMEGAMON Alert Manager for HP OpenView NNM Environment


OverviewOMEGAMON Alert Manager for HP OpenView NNM is one of many types of agents that comprise the OMEGAMON XE product set. OMEGAMON Alert Manager for HP OpenView NNM can help you to address the increasing challenges presented by today’s technical environment. In this unit you learn about the operating environment in which the OMEGAMON Alert Manager for HP OpenView NNM resides.

What is OMEGAMON XE?OMEGAMON XE is a suite of products that assists you in monitoring your mainframe and distributed systems on a variety of platforms using a variety of workstations.

It provides a way to monitor the availability and performance of all the systems in your enterprise from one or several designated workstations. It provides many useful reports you can use to track trends and understand and troubleshoot system problems. You can use OMEGAMON XE to

n establish your own performance thresholdsn create situations, which are conditions to monitorn create and send commands to systems in your managed enterprise by

means of the Take Action feature. Take Action enables you to, for instance, restart a process that is not functioning properly or send a message

n create comprehensive reports about system conditionsn monitor for alerts on the systems and platforms you are managingn trace the causes leading up to an alert

n define your own queries, using the attributes provided by OMEGAMON Alert Manager for HP OpenView NNM, to monitor conditions of particular interest to you



Components of the environmentThe client-server-agent implementation includes

n a client, that can be

– a CandleNet Portal workstation

– a Candle Management Workstation® (CMW™),used to manage work groups and work lists, data items, and managed system lists

n a server, known as the Candle Management Server® (CMS™)

n a CandleNet Portal server that performs common CandleNet Portal functions and serves to lighten the CandleNet Portal client

n monitoring agents that collect and distribute data to a CMS. The OMEGAMON Alert Manager for HP OpenView NNM is such an agent.

An additional feature package, OMEGAMON® DE, is available with OMEGAMON XE. This feature package provides all the capability of OMEGAMON XE, plus additional capabilities as described later in this chapter.

What is CandleNet Portal?CandleNet Portal is the user interface into your OMEGAMON XE product set. It provides a view of your enterprise from which you can drill down to more closely examine components of your systems environment. Its application window consists of a Navigator that shows all the systems in your enterprise where Candle agents are installed, and a workspace that includes table and chart views of system and application conditions.

CandleNet Portal runs situations at regular intervals to check that your applications and system resources are running, and running well. A failed test causes event indicators to appear in the Navigator.

CandleNet Portal offers two modes of operation: desktop and browser. In desktop mode, the application software is installed on your system. In browser mode, the system administrator installs the application on the web server and you start CandleNet Portal from your browser. In browser mode, the software is downloaded to your system the first time you log on to CandleNet Portal, and thereafter only when there are software updates.



What is the Candle Management Workstation?When using OMEGAMON Alert Manager for HP OpenView NNM, you use the Candle Management Workstation (CMW) to manage work groups and work lists, data items, and managed system lists.

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

Further information about using the CMW for user administration can be found in the Candle Management Workstation Administrator’s Guide as well as in the CMW online Help.

If you are an experienced CMW user, you should review the CandleNet Portal help topic called “CMW Users.” This topic addresses the similarities and differences of these user interfaces, provides guidance about each interface’s functionality, and a cross-reference listing that clarifies the products’ terminology.

What is OMEGAMON DE?The OMEGAMON DE feature package for CandleNet Portal offers a dashboard view of your enterprise. This feature provides a single point of control from which you can manage the resources your business-critical applications rely on, including a range of operating systems, servers, databases, mainframes, and Web components. It enables you to pull together the data and functionality built into all the Candle monitoring solutions, such as OMEGAMON Alert Manager for HP OpenView NNM. OMEGAMON DE provides all the capability of OMEGAMON XE, plus these additional capabilities:

n Multiple applications can be displayed in one workspace

In a single 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. Within that workspace, you can show views from as many different agent types as are included on that branch of the Navigator.



n You can link application workspaces

You can define a link from a workspace associated with one type of monitoring agent to a workspace associated with another type of agent.

n You can define enterprise-specific Navigator views

The Navigator physical view shows the hierarchy of your managed enterprise by operating platform and type of Candle agent. The Navigator business view shows the hierarchy of any managed objects defined through the CMW. You can also define Navigator views for any logical grouping, such as a departmental or site hierarchy.

n You can define a graphic view

The graphic view enables you to retrieve and display real-time monitoring data from Candle agents. Using the graphic view, you can create a background image or import one, then place objects (Navigator items) on the image or have it done automatically using geographical coordinates. You can zoom in and you can add such graphics as floor plans and organization charts.

n You can integrate information provided by Candle’s Universal Agent

Candle’s 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.

OMEGAMON DE Policy Management adds automation capabilities. 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.

Detailed information about OMEGAMON DE is provided in the CandleNet Portal online Help.

The Workflow EditorIf your product supports the use of the Workflow Editor, you can find information about its use in CandleNet Portal Help and Administering OMEGAMON Products: CandleNet Portal. The Workflow Editor permits you to create new policies or modify any predefined policies for your product or



policies created using the Candle Management Workstation. Your OMEGAMON Alert Manager includes support for emitter activity programs, which can also be included in policies.

Monitoring NNM Alerts


Monitoring NNM Alerts

Two methods for monitoring alertsOMEGAMON Alert Manager for HP OpenView NNM offers two methods for monitoring alert data forwarded to it: on-demand reports displayed in the product’s workspace, as well as situation-based alerts.

Using the OpenView Alerts workspaceThe HP OpenView NNM Alerts workspace displays on demand the most recent alerts received by NNM.

“About the HP OpenView NNM Alerts Workspace” on page 28 provides instructions for using the Alerts workspace and describes its contents. “Understanding the Information: A Scenario” on page 37 offers a typical scenario for how you might view workspace data.

Using situation-based alertsThe alerts received by NNM can range from informational to critical. Using situations enables you to monitor for events that you consider significant instead of sifting through all the alerts that NNM received. For example, you can monitor alerts from a specific enterprise object or with a particular level of severity.

You can use and modify the predefined situations that Candle provides or create your own situations using Net_Alert attributes that let you uniquely identify alerts and messages.

“Predefined Solutions” on page 63 describes the predefined situations. “Net_Alert Attributes” on page 59 describes the attributes you can use to create situations.


A Typical Scenario

A Typical Scenario

BackgroundYou are a system administrator for Global Financial (GF), a multinational company with a highly decentralized, multiplatform computing environment. For many years, GF has relied on Candle OMEGAMON products to manage the performance and availability of its mainframe resources. In the last few years it has added several Candle products for both mainframe and distributed systems.

Many network administrators at GF, however, use NNM to monitor the company’s TCP/IP-based UNIX networks. You would like to integrate information about network alerts with the system and application information you monitor with Candle products, so you have purchased and installed the OMEGAMON Alert Manager for HP OpenView NNM.

Monitoring network availabilityYour staff in Europe is dependent on a frame relay link connected via a router in New York for access to the corporate distributed database. You create the following situation to monitor NNM for any critical SNMP traps received from the routers in London, Paris, Hamburg, or New York:

*IF ((Net_Alert.Event_Origin *EQ ’NewYork.Corp.Com’

*OR Net_Alert.Event_Origin *EQ ’London.Intl.Com’

*OR Net_Alert.Event_Origin *EQ ’Paris.Intl.Com’

*OR Net_Alert.Event_Origin *EQ ’Hamburg.Intl.Com’)

*AND (Net_Alert.Severity *GT warning))

A Typical Scenario


You assign a network resources situation to Warning state. The state change is made visible to users via color and special icons and is easily visible in the CandleNet Portal Navigator. Now, any network alert of a severity greater than warning will cause a state change that will be visible as they apply to a given system or systems displayed in the Navigator. For example, a Link_Down SNMP trap sent to NNM from any of the routers that the international organization depends upon will cause a change in state.

The HP OpenView NNM Workspace 27

The HP OpenView NNMWorkspace

IntroductionThis chapter describes the contents of the HP OpenView NNM Alerts workspace. It also discusses how to access and modify the contents of the workspace and provides a scenario illustrating how you might use the information the workspace provides.

Chapter ContentsAbout the HP OpenView NNM Alerts Workspace . . . . . . . . . . . . . . . . . . . 28Understanding Alert Manager-Provided Information . . . . . . . . . . . . . . . . . 29Working with HP OpenView NNM Information . . . . . . . . . . . . . . . . . . . . 30Inside an Alerts Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Understanding the Information: A Scenario . . . . . . . . . . . . . . . . . . . . . . . 37

2

About the HP OpenView NNM Alerts Workspace


About the HP OpenView NNM Alerts Workspace

OverviewThe HP OpenView NNM Alerts workspace enables you to use CandleNet Portal to monitor alerts generated by HP OpenView NNM. The workspace includes information such as:

n the category and severity of the alert

n the system on which the reported event occurred

n the time at which the alert was received

Using the HP OpenView NNM Alerts workspaceSNMP alerts can be generated for a number of network and system resources. Poor performance or unavailability of any one of these resources can impact your mission-critical, distributed applications. By using OMEGAMON Alert Manager for HP OpenView NNM to monitor alerts through CandleNet Portal’s HP OpenView NNM Alerts workspace, you can minimize that impact. You can easily integrate the SNMP alert information with the systems management and application availability information you receive from Candle monitoring products.

You can use the HP OpenView NNM Alerts workspace to:

n review the overall performance of systems and networks you manage with NNM

n spot potential or current trouble spots

n evaluate information for capacity planning

n identify and anticipate times of peak usage

n determine which conditions you want to monitor as situations


Understanding Alert Manager-Provided Information

Understanding Alert Manager-Provided Information

OverviewIn this unit, you learn about the information OMEGAMON Alert Manager for HP OpenView NNM provides. When using CandleNet Portal to view information, the information is presented in a workspace in the form of tabular columns called table views . Table views are one of the types of views that you can see in a workspace. Information may also be displayed in the workspace as charts, graphs, or other formats you can specify.

Working with HP OpenView NNM Information



What is a workspace?A workspace is the working area of the CandleNet Portal application window. At the left of the workspace is a Navigator that permits you to select the workspace you want to display. As part of the application window, the right side of the status bar shows the CandleNet Portal server name and port number to which the displayed information applies, as well as the ID of the current user.

As you select items in the Navigator, the workspace presents views pertinent to your selection. Each workspace has at least one view.

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.

Be aware that the changes you make to the workspace are lost when you switch to another workspace unless you save them first.

Formats for OMEGAMON Alert Manager for HP OpenView NNM information

Information in a workspace can be presented to you in any of the views below:

n Table view

n Pie chart view

n Bar chart view

n Plot chart view

n Needle gauge view

n Thermometer gauge view

n Notepad view



n Event console view, that shows the status of the situations associated with the system.

n Take Action view, that is used to send a command to the system.

n Terminal view, that enables you to start a 3270 or 5250 work session.

n Browser view, that permits you to open a browser to see HTML pages and Web sites.

Associating workspaces with attributesThere is a direct relationship between attributes and views, in that information presented in a view, such as a table view or chart, always shows data from a single attribute group. Column names in a table view typically correspond to attributes having the same name.

Each CandleNet Portal workspace displays real-time information for many of the attributes. The information is available to you, independent of whether you are using OMEGAMON Alert Manager for HP OpenView NNM to monitor situations.

For more information Continue reading to learn how to manipulate information presented to you by CandleNet Portal. For descriptions of the individual workspaces, see “Inside an Alerts Workspace” on page 34.

Using OMEGAMON Alert Manager for HP OpenView NNM informationYou can view information about each managed system that you are monitoring. Use this information to

n monitor the performance of each managed system, helping you to identify system bottlenecks and evaluate tuning decisions

n select the most effective threshold values for situations you create

n review status information when a change in the state of a given resource occurs; such as from OK to Warning or Warning to Critical



Defining workspace propertiesEvery 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. Changes you make to workspace properties, such as adding or editing a view are only temporary. They will be lost when you exit CandleNet Portal unless you save the workspace.

The properties of a workspace may be some or all of the following

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 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 text view with any expert advice written by the situation's author, and the Take Action view so you can send a command to the application started on that system.

Adding a workspace to your favoritesWhen 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.

Query Specify what data should go in the chart or table

Filters Refine the view by filtering out unwanted data from the chart or table

Thresholds Establish threshold values and color indicators for a table view

Configuration Specify the script to run or the connection to make whenever you open the terminal view

Style Change the behavior and appearance of the view



Filtering informationTo manually set up filtering for a given table view, place the cursor on the table view, press the right mouse button, and select Properties. From the displayed dialog, select the Filters tab. Here you can select the columns to display as well as set up the criteria for which rows to display. To save your filtering specifications, you must save the workspace before exiting.

Sorting InformationSorting is handled by simply clicking on a column heading. Click once and the report will be sorted in ascending order. Click a second time to resort the report into descending order. A third click returns you to the report’s default sort.

Inside an Alerts Workspace



OverviewThe HP OpenView NNM Alerts workspace contains a table view that presents data in tabular form. Each column represents a general alert characteristic. Each row represents an alert that HP OpenView NNM received. Within each row, the fields represent the values for each alert for a particular characteristic.

Columns and their descriptionsThe following table describes the data in each column of the HP OpenView NNM Alerts table view.

Table 1. Event Categories and Descriptions

Column Name Description

Alert Category The category of the network alert. The meanings for the values are given below.

Value Meaning

Threshold Exceeded Programmed threshold reached

Network Error Network operation failed, capacity

exhausted, etc.

Status Event Status reporting, node online/offline, etc.

Node Configuration Changed Node interface added, address changed,

etc.

Application Events Manager application events, subagent

alerts

Information Log Informational, such as entries for logging

Undetermined Cause of event cannot be identified



Alert Description The description or identification of a detected monitoring event.

Alert Event ID The name of the monitored event.

This name may be customized on a particular network management application.

Enterprise Name The identifier, in textual format, of the enterprise object that emitted the trap.

The field displays only as much of the textual name as the network manager surfaces. It returns any unresolved portion in dot decimal format. If the Enterprise name is longer than 64 characters, only the last 64 characters are displayed. The name is truncated from the left to preserve unique information.

Enterprise Object ID The identifier, in dot decimal format, of the enterprise object that emitted the trap.

Event Origin The Internet Protocol (IP) address of the device or managed system that generated the event.

You can monitor all alerts that originate from a troubled managed system or a critical network resource such as a gateway node or a router.

Logged Time The time at which the alert occurred.

All times are local time at the managed system on which you installed the alert adapter

MIB Name An abbreviated name for the enterprise object ID.

This name may be customized on a particular network management application.

Table 1. Event Categories and Descriptions (continued)




Severity The severity level of the alert.

Severity is assigned by the administrator of the network management application. The possible values are:n Clearedn Undeterminedn Warningn Minor Errorn Majorn Critical

SNMP Trap The type of SNMP trap.

The possible values are:n Cold Startn Warm Startn Link Downn Link Upn Authentication Failuren Neighbor Lossn Local Trap (Enterprise-specific)

Values The text of a message or SNMP trap.

The information returned varies from application to application. It may include predefined MIB variable values.

This is report-only information. You cannot use the data in this column for creating situations.

Table 1. Event Categories and Descriptions (continued)



Understanding the Information: A Scenario


BackgroundYou are a system administrator for Global Financial. You use Candle Command Center products to manage your mainframe and distributed systems data. However, Global Financial monitors most of its TCP/IP-based networks with HP OpenView NNM. You have purchased OMEGAMON Alert Manager for HP OpenView NNM so that you can integrate network data with your mainframe and distributed systems data.

In the following scenario, you review HP OpenView NNM Alerts data to learn what type of information is being received and to decide what situations you want to monitor.

Viewing report dataYou log on to CandleNet Portal and select OMEGAMON Alert Manager for HP OpenView NNM from the Navigator tree. The HP OpenView NNM Alerts workspace displays, with a table view showing recent alerts.

To find out more about the alerts in the table view, you scroll to the right so you can check the descriptions of the alerts, and then you check Event Origin to see which system the events occurred on. You check the Enterprise name to find out which devices actually caused the alerts. Finally, you can print the contents of the workspace and save it for comparison with later information.



Sending CCC Event Data to HP OpenView NNM 39

Sending CCC Event Data toHP OpenView NNM

IntroductionThe emitter feature of Candle Command Center’s Alert Adapter for HP OpenView NNM is not yet available for use when using the OMEGAMON Alert Manager for HP OpenView NNM and the CandleNet Portal user interface. To use this feature, you must use Candle Command Center’s Candle Management Workstation (CMW) to create the policies that emit event data to the HP OpenView NNM Enterprise Console.

This chapter describes the use of CMW and the emitter feature. It also provides a typical scenario that illustrates how you might use the emitter feature.

Chapter ContentsSpecifying what Event Data to Emit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Creating a Policy Using the OpenView_Event Activity. . . . . . . . . . . . . . . . 42Sending MQSeries Data to OpenView: A Typical Scenario . . . . . . . . . . . . 49

3

Specifying what Event Data to Emit



OverviewYou specify what event data you want to emit by creating policies that contain the situation or situations you want to monitor and the OpenView_Event activity program. When the conditions described in the situations become true, the CMW automatically emits the data you specify to OpenView.

A reminder about required authorityYou must have Change Policy authority to create policies in the Policy Editor. If you have Create User authority, by default you have Change Policy authority.

Only a CMW administrator or someone with Create User authority can grant user authority. Refer to the Candle Command Center Administrator’s Guide for instructions on assigning authority to users.

Accessing the Policy editorYou access the Policy editor from the Policies folder in the Administration folder. Follow the steps below to access the Policy editor.

1. In the CMW Main window, double-click the Administration folder.

2. In the Administration window, double-click the Policies folder.The Policies window opens.



Creating a Policy Using the OpenView_Event Activity



OverviewThe following procedure tells you how to create a simple policy that emits event data to HP OpenView NNM. For instructions on creating more complex policies, refer to the Candle Command Center Administrator’s Guide.

Procedure to create a policyTo create a policy:

1. In the Policies window, select Create New . . . from the Edit menu. The Policies - Create New window appears.

2. In the Policies - Create New window:a. For Object Name, type a name for the policy.b. For Description, type a description of the policy.c. For Type of System to Manage, select the appropriate type of managed

system for the situation you intend to monitor or select All Managed Systems. (Since the example policy uses a MQSeries situation, the MQ managed system type is selected in this example.)

d. Click Create.The Policy editor appears.





3. Select the Wait for Situation Event object from the toolbar, then move the cursor onto the work area and click to place the object. (If the Correlate Policies by Platform box is checked on the Policies - Create New window, this step is done automatically.)The Select a Situation window appears.

4. Select or create the situation from which you want to generate an OpenView Alert, then click OK.

5. Select the Activity Program object from the toolbar, then move the cursor to the right of the situation object on the work area and click to place the activity object. The Select Activity Program window appears.



6. Select OpenView_Event and click OK. The Program Parameters window appears.



7. Complete the Program Parameters window as follows:a. Select Managed System, then in the Value drop-down menu select the

managed system on which the emitter agent to which you want to send event data is installed and click OK. If you want to send the same situation to two different HP OpenView NNM consoles, you must create a separate policy for each one.

b. Select Operation Mode, then from the Value drop-down menu select either Take_action_once or Take_action_on_each_item.

c. Select OpenView_Severity, then from the Value drop-down menu select the severity you want to assign to the event.

d. Select Attributes. When the Attributes window appears, select the attributes whose values you want forwarded to OpenView from the Available Attributes list, then click <<ADD to add them to the Selected Attributes list. You can choose up to 10 attributes.

e. Click OK to close the Attributes window.f. Click OK to close the Program Parameters window and save the

settings.

8. Select the Connector object , click on the situation, then drag the connector to the activity object. When you release the mouse button, the Select an End Code window appears.

9. Select the appropriate end code, then click OK.Your policy should look something like the policy shown in the following graphic:



.

10. Distribute the policy to the managed systems you want to monitor:a. Select Open as Settings from the Policy menu.b. If necessary, select the Distribution tab.c. In Available lists, select the managed systems from which you want the

event data forwarded is running.

Note: If the Available list box is empty, or a particular managed system does not appear, the agents are not at CCC 98 level.

d. Click <<ADD.e. Click OK to save the setting and close the notebook.



Saving the policyTo save the newly created policy:

1. Double-click on the system menu icon in the upper left corner of the Policy editor to close the window. A prompt appears asking if you want to save the policy.

2. Click Yes. A prompt appears asking if you want to restart the policy on all managed systems.

3. Click Yes. The Policy editor closes and the Policies window reappears.


Sending MQSeries Data to OpenView: A Typical Scenario


Overview This scenario illustrates one of the many ways in which you might use the emitter agent for HP OpenView NNM.

Background Your company has recently purchased Candle’s Candle Command Center for MQSeries to collect and analyze message queue data on both mainframe and distributed systems. The network administrators in your company would like to access the MQSeries data on HP OpenView NNM.

To achieve this, the company has purchased the Candle Comand Center Alert Adapter for HP OpenView NNM. The emitter feature of the alert adapter enables the company to send data, including MQSeries data, to all their instances of HP OpenView NNM. You are the CCC system administrator responsible for creating the entries that will send the MQSeries information to HP OpenView NNM.

MQSeries situations One of the situations that the company monitors with the CCC for MQSERIES is MQSeries_CRITICAL. This situation actually comprises several product-provided situation that monitor critical conditions:

n MQSERIES_Channels_Indoubt

n MQSERIES_Channel_Stopped

n MQSERIES_Dead_Letter

n MQSERIES_Queue_Depth_High

n MQSERIES_Queue_Full

n MQSERIES_Queue_Server_Int_High



Creating the emitter policy The network administrators want to be notified whenever MQSeries_CRITICAL becomes True on any MQSeries node. So you create the following policy:

This policy tells the CMS to send an alert to the HP OpenView NNM emitter agent installed on the specified system whenever the status of an MQSeries_Critical situation changes to True. From there, the emitter will send the information as an SNMP trap to HP OpenView NNM.

Viewing the alert On the management console, the network administrators receive notification of a Candle event. They use the event browser to view the message, which includes the name of the situation that tripped, the time at which the event occurred, the managed system on which the event occurred, the situation predicate, and the related attributes and their values.

Displaying CCC Events on HP OpenView NNM 51

Displaying CCC Events on HP OpenView NNM

IntroductionThe emitter feature of the Candle Command Center Alert Adapter for HP OpenView NNM is not yet available for use when using the OMEGAMON Alert Manager for HP OpenView NNM with the CandleNet Portal user interface. To use this feature, you must use Candle Command Center’s Candle Management Workstation (CMW).

This chapter gives the procedure for configuring HP OpenView NNM to interpret and display the information it receives from the emitter agent of the Alert Adapter for HP OpenView NNM. It also discusses how to access and view the information on the HP OpenView NNM console.

This chapter assumes that you have installed and started the emitter agent and created policies for the situations you want the Candle Management Server (CMS) to forward to HP OpenView NNM.

Chapter ContentsConfiguring HP OpenView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Viewing CCC Alerts on HP OpenView NNM . . . . . . . . . . . . . . . . . . . . . . 54

4

Configuring HP OpenView



Overview After you create policies to send Candle event information to the CCC Alert Adapter for HP OpenView NNM emitter agent, you need to configure HP OpenView NNM so that it can interpret the information and present it in an easily readable format.

The configuration processCandle provides a script, kvi_OVconfig to configure event information on HP OpenView NNM.

Configuring the information involves:

n loading and compiling the Candle Managed Information Bases

Candle supplies three Managed Information Bases (MIBs) to define the information forwarded to the emitter agent about Candle Command Center events. You load and compile these MIBs so that HP OpenView NNM can display the enterprise object IDs in SNMP traps in textual form instead of dot-decimal form.

n specifying how HP OpenView NNM displays variable information

You specify how HP OpenView NNM should display event information that you can read it more easily. For example, you can specify a category and description for the event. You can also indicate how HP OpenView NNM should parse the SNMP protocol data unit (PDU) variable bindings.

You configure HP OpenView NNM using the kvi_OVconfig script.

About the kvi_OVconfig scriptThe kvi_OVconfig script runs the following commands:

xnmloadmib loads the Candle MIBs

xnmevents configures the HP OpenView NNM trapd.conf file.



Running kvi_OVconfigTo run kvi_OVconfig script, complete the following steps.

1. Log on to the HP-UX system where you installed the emitter agent and HP OpenView NNM.

2. Change to the mibs directory:cd candle/arch/cma/vi/mibs

where candle is the full pathname of the Candle product subdirectory and arch is hp_10 if the current platform is HP-UX 10.x.

3. To run the script, type:./kvi_OVconfig

Result: You loaded the Candle MIBs and configured the HP OpenView NNM trapd.conf file to receive and display Candle event information.

Viewing CCC Alerts on HP OpenView NNM



OverviewThis section describes how to access and read the alerts that the CMS sends to HP OpenView NNM.

Accessing CCC alertsYou view CCC SNMP traps using the HP OpenView NNM All Events Browser window.

To access the Browser, from Event Catagories select Application Alert Event or All Event.

Reading the alert informationYou see a set of variable bindings in the format:

[#] enterprise name (ASN.1 type): value

The values for the first three entries indicate:

n the name of the situation that raised the event

n the name of the managed system on which the event occurred

n the time at which the event occurred, in 16-character format (YYMMDDHHMMSS)

The first three entries are followed by a triplet of entries for each predicate of the situation. The first entry in each triplet represents the situation predicate, the second entry represents the severity of the event, and the third represents the managed system on which the event occurred. The fourth entry represents the result row of the situation (usually the values of the attributes specified in the Program Parameters window when the emitter policy was created).

Note that when the status of a situation changes from True to False, no values are emitted for the Threshold-Entry variable bindings.



Example of predicate tripletThe following is an example of situation-related variable bindings.

[1] tSITSTSH-CurrStat-Row.sitCurrstat-Predicates (OctetString): Local_Time.Seconds > 30

[2] tSITSTSH-CurrStat-Table.tSITSTSH-CurrStat-Row.6 (OctetString): CRITICAL

[3] tSITSTSH-CurrStat-Row.sitCurrStat-originNode (OctetString): juno.candle.com

[4] rESULTS-Table.rERESULT-Row.results-Dtat (OctetString): Local_Time.Seconds=59;Local_Time.Month_of_Year=05;Local_Time.Minutes=03;Local_Time.Hours=15;Local_Time.Day_of_Week=06;Local_Time.Dayof_Month=29

Identical trapsYou may notice what appear to be identical traps. These traps actually represent discrete events generated by the same situation on the managed system during a single monitor interval. For example, a situation monitoring at a five-minute interval might have seven rows of data (discrete events) that satisfy the situation thresholds. This would result in seven identical SNMP traps, which might even have the same timestamp.



57

Appendixes


Net_Alert Attributes 59

Net_Alert Attributes

Appendix OverviewThis appendix contains the definitions and values for the Net_Alert attributes provided for the OMEGAMON Alert Manager for HP OpenView NNM.

Appendix ContentsAbout Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Attributes in the Net_Alert Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

A

About Attributes


About Attributes

Overview of attributesA Net_Alert attribute is a characteristic of an alert, or trap, such as category or severity. You use attributes to create situations that monitor specific alerts or types of alerts.

About attribute groupsAttributes designating functionally similar characteristics belong to the same attribute group. The attributes for the OMEGAMON Alert Manager for HP OpenView NNM comprise only one group, the Net_Alert group.

Attribute formatYou specify attributes using the following format:

Group_Name.Attribute_Name

Using attributesYou use attributes to create situations that define rules for monitoring alerts. For example, you can create situations that monitor for alerts originating from a specific network device or alerts with a specific severity.

When the values for attributes of alerts relayed to a Candle Management Server match the values you specify in situations, the managed objects associated with the situations change appearance, alerting you to problems.

Net_Alert Attributes 61

About Attributes

Attributes and workspacesA table view within a workspace generally corresponds to a group of attributes; the columns of the table view generally correspond to the attributes available for the creation of situations.

In the case of the SNMP Alerts report, 9 of the 11 columns are available as attributes. Two additional attributes are available that do not appear in the Alerts report:

n Net_Alert.Frequency_Period n Net_Alert.Frequency_Threshold

Attributes in the Net_Alert Group


Attributes in the Net_Alert Group

Overview of Net_Alert attributes groupDescriptions of the Net_Alert attributes, their values, and use are found in the online help for OMEGAMON Alert Manager for HP OpenView NNM.

Working with Net_Alert attributesNet_Alert attributes enable you to create situations that identify particular alerts or types of alerts you want to be notified about. You can identify most network events by a single attribute or by a combination of alert attributes. For maximum performance, your definitions should be specific.

For example, if you want information about the alert RMON_RISE_ALARM from the RMON MIB, you might define the following situation:

(*VALUE Net_Alert.MIB_Name *EQ rmon) *AND

(*VALUE Net_Alert.Event_ID *EQ RMON_Rise_Alarm)

Alert managers monitor events as they occur rather than polling for them at intervals, so you do not set a monitor interval for situations you create with Net_Alert attributes.

Resetting Net_Alert situationsBecause alert manager events are "pure" rather than polled, they are not reset automatically. You must either reset them manually or use the UNTIL predicate in the situation to define the conditions under which they are to be reset.

Predefined Solutions 63

Predefined Solutions

Appendix OverviewThis appendix contains information about the predefined situations and the template provided with the OMEGAMON Alert Manager for HP OpenView NNM.

Appendix ContentsIntroduction to Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Predefined Situations and Their Descriptions . . . . . . . . . . . . . . . . . . . . . . 66

B

Introduction to 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?

The Candle agents you use to monitor your system environment are shipped with a set of predefined situations that you can use as-is or modify to meet your requirements.

Predefined situations cointain attributes that check for system conditions common to many enterprises. Using predefined situations can improve the speed with which you can begin using the product name. 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 make a copy to ensure fallback if necessary.

Using Situations You manage situations from CandleNet Portal using the Situation editor. Using the Situation editor you can

n create a situationn save a situationn display a situationn edit a situationn start, stop, or delete a situationn investigate the event workspace for a situationWhen you open the Situation editor, its left frame initially lists the situations associated with the Navigator item you selected. When you click a situation name or create a new situation, the right frame of the Situation editor opens

Predefined Solutions 65


to provide you with the following information about the situation or to let you further define that situation:

Further informationFor the most current information about situations, refer to the online Help provided with CandleNet Portal.

Condition See, add to, and edit the condition being tested

Distribution See the systems to which the situation is assigned and assign the situation to systems

Expert Advice Write comments or instructions to be read in the event workspace

Action Specify a command to be sent to the system.

You can also enter take action commands by adding a take action view to a workspace, selecting Take Action from the popup menu for an item in the Navigator’s physical view, or creating take action commands and saving them for later use.

Until Reset a true situation when another situation becomes true or a specified time interval elapses

Predefined Situations and Their Descriptions


Predefined Situations and Their DescriptionsThe table presents the descriptions, activate at startup status, and definitions for each product-provided situation. It also indicates the state to which the situation is assigned.

TABLE 2. SNMP alert managers predefined situations

Name

Activate at

Startup Description, Logic, and Values

HP_OpenView_AuthenFail_Alerts Yes Checks for unauthorized or incorrect SNMP requests. This situation is assigned to the Warning state.

(*VALUE Net_Alert.SNMP_Trap *EQ 4) *AND (*VALUE Net_Alert.Frequency_Threshold *GE 3) *AND (*VALUE Frequency_Period *LE 60)

HP_OpenView_HighSev_Alerts Yes Monitors all major and critical alerts.This situation is assigned to the Critical state.

*VALUE Net_Alerts.Severity *GE 4

HP_OpenView_LinkStat_Alerts No Monitors the status of node links (up or down).This situation is assigned to the Critical state.

(*VALUE Net_Alert.SNMP_Trap *EQ 2) *OR (*VALUE Net_Alert.SNMP_Trap *EQ 3)

HP_OpenView_Error_Alerts Yes Checks for alerts of the category "network error".This situation is assigned to the Critical state.

*VALUE Net_Alert.Category *EQ 2

HP_OpenView_LowSev_Alerts No Monitors low severity network alerts.This situation is assigned to the Warning state.

*VALUE Net_Alert.Severity *LT 4

HP_OpenView_Cisco_Alerts No Checks for all Cisco alerts.This situation is assigned to the Critical state.

*VALUE Net_Alert.MIB_Name *EQ cisco

Guide to Candle Customer Support 67

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68– 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72– Assigned Support Center Representative (ASCR)– Maintenance Assessment Services (MAS)– Multi-Services Manager (MSM)

Customer Support Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . 74– Link to Worldwide Support Telephone and E-mail information

C

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 StatusSeverity 1

GoalSeverity 2

GoalSeverity 3

GoalSeverity 4

GoalSeverity 5

Goal

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 effectivelyn 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 75

Index

AAdobe portable document format 10alerts 28

methods for monitoring 23monitoring 23

ASCRassigned support center representative 72

assigned support center representativeASCR 72

associating reports with attributes 31attribute groups 60attributes

relationship to workspaces 61using 60

attributes, Net_Alert 18availability, monitoring 24

CCandle Management Server 20Candle Management Workstation, about 21CandleNet Portal

benefits 20formats for information 30modes of operation 20

CandleNet Portal server 20CandleNet Portal, about 20components of OMEGAMON XE

environment 20contents of this guide 7create ticket policy, example 47creating policy to open ticket 42creating trouble tickets

automatically 40–??customer service

telephone support 68Customer Support 9customer support

base maintenance plan 68contact information 74enhanced support services 72eSupport 69severity levels 69

Ddefining situations 64distributing policies 47documentation 9documentation set 9documentation, ordering 9

Eenvironment, components of 20eSupport

customer support 69evaluating

tuning decision 31event

investigating 32Event workspace, opening 32examples

simple policy 47

Gguide, audience for 8guide, contents of 7guide, purpose of 8

Iidentifying

system bottlenecks 31Intended 8investigating an event 32

M


Mmaintenance assessment service

MAS 72managed system 31Managers 16MAS

maintenance assessment service 72monitoring

network availability 24performance 31

monitoring agents 20monitoring alerts 23MSM

multi-services manager 72multi-services manager

MSM 72

NNet_Alert attributes 18

format 60overview 60working with 62

Net_Alert situationsresetting 62

OOMEGAMON Alert Manager for HP

OpenView NNMfeatures of 18understanding information provided

by 29OMEGAMON Alert Manager for HP

Openview NNMinformation 18

OMEGAMON DE 21OMEGAMON XE

definition 19–20OpenView Alerts workspace 23OpenView_Event activity program 40operating environment 20

Ppolicy editor, accessing 40policy, saving 48predefined 63predefined situation

definition of 64description and formula 66

predefined situations 18using 64

printing problems 10properties

defining for a workspace 32

Rrelationship between attributes and

reports 31resetting Net_Alert situations 62

Sserver, CandleNet Portal 20severity levels

customer support 69situation, predefined

definition of 64using 64

situationsdefinition 64

state change 31

Ttable views 29telephone support

customer service 68threshold values, setting 31

Uusing reports 30

Vviewing

attribute information 31

Index 77

W

Wworkspace

defining properties 32table views provided by 29

workspace, Eventopening 32

workspace, OpenView Alerts 23workspace, using 28workspaces

relationship to attributes 61

W


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