OMEGAMON XE for DB2 User’s Guide, Vഀ - IBM...

User’s GuideOMEGAMON® XE for DB2

Version 100

GC32-9297-00

September 2002

Candle Corporation201 North Douglas Street

El Segundo, California 90245-9796

2 OMEGAMON XE for DB2 User’s Guide, V100

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 © September 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

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Adobe Portable Document Format . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Documentation Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1. Introducing OMEGAMON XE for DB2 . . . . . . . . . . . . . . . . . . . 13OMEGAMON XE for DB2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14OMEGAMON XE for DB2 Operating Environment . . . . . . . . . . . . . . 17

Chapter 2. Learning about OMEGAMON XE for DB2 . . . . . . . . . . . . . . . . 21Understanding Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Understanding OMEGAMON XE for DB2 Information . . . . . . . . . . . 23

Chapter 3. OMEGAMON XE for DB2 Workspaces . . . . . . . . . . . . . . . . . . 27Introducing OMEGAMON XE for DB2 Workspaces. . . . . . . . . . . . . . 28Buffer Pool Details Workspace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Buffer Pool Management Workspace . . . . . . . . . . . . . . . . . . . . . . . . . 30CICS Connections Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31CICS Threads Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32DDF Conversations Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33DDF Statistics Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Detailed Thread Exception Workspace . . . . . . . . . . . . . . . . . . . . . . . 35EDM Pool Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36IMS Connections Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37IMS Region Information Workspace . . . . . . . . . . . . . . . . . . . . . . . . . 38Lock Conflicts Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Log Manager Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Subsystem Management Workspace . . . . . . . . . . . . . . . . . . . . . . . . . 41System Status Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Utility Jobs Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Volume Activity Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Contents


Chapter 4. OMEGAMON XE for DB2 Predefined Situations . . . . . . . . . . . 45Introduction to Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Using OMEGAMON XE for DB2 Predefined Situations . . . . . . . . . . . 48

Appendix A. Guide to Candle Customer Support . . . . . . . . . . . . . . . . . . . . . 49Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Customer Support Contact Information. . . . . . . . . . . . . . . . . . . . . . . 56

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Preface 5

Preface

This user’s guide provides information about the use of OMEGAMON® XE for DB2 to monitor availability and performance of DB2. This guide will help you

� become familiar with the predefined workspaces that report on your DB2 system

� anticipate and detect problems in using your DB2 environment

� access specific information about events occurring in your environment

P

About This Book


About This Book

Who should read this bookThis guide is intended to be used by OMEGAMON XE for DB2 system administrators. The guide supplements the online help provided with OMEGAMON XE for DB2.

Candle recommends that you reference this document whenever you need additional information about the OMEGAMON XE for DB2 product, its attributes, workspaces, and situations.

This manual assumes that you

� have installed CandleNet Portal®

� have installed OMEGAMON XE for DB2

� are familiar with basic CandleNet Portal concepts, tasks, and features

If you are unfamiliar with these concepts and tasks, please review the Administering OMEGAMON Products: CandleNet Portal. You should also review the online CandleNet Portal tour to become familiar with the product’s features and capabilities.

Documentation set informationCandle® provides several sources of documentation for the OMEGAMON XE for DB2. Each of these sources contains a specific type of information to help you use the product. Relevant manuals are the

� OMEGAMON XE for DB2 Configuration and Customization Guide, D351-6440

Provides instructions for configuring the product.

� the documentation for CandleNet Portal that came with your OMEGAMON XE for DB2 product

Provides instructions for using the CandleNet Portal interface to monitor the enterprise.

Preface 7

About This Book

� the documentation for CandleNet Command Center® that came with your OMEGAMON XE for DB2 product

Provides instructions for setting up the Candle Management Server® (CMS™)

� the installation documentation that came with your OMEGAMON XE for DB2 product

Provides instructions for installing the product and the framework components.

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

� technical documentation CD-ROM that came with your product

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

� online help provided with this and the other related products

Ordering additional product 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 DB2 User’s Guide, V100” in 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 for� All� Current page� 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:� 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.)

� 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.)

� 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.

� 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 9


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



Documentation Conventions



IntroductionCandle documentation adheres to accepted typographical conventions for command syntax. Conventions specific to Candle documentation are discussed in the following sections.

Panels and figuresThe panels and figures in this document are representations. Actual product panels may differ.

Required blanksThe slashed-b (!) character in examples represents a required blank. The following example illustrates the location of two required blanks.

!!!!eBA*ServiceMonitor!!!!0990221161551000

Revision barsRevision bars (|) may appear in the left margin to identify new or updated material.

Variables and literalsIn examples of command syntax, uppercase letters are actual values (literals) that the user should type; lowercase letters are used for variables that represent data supplied by the user. Default values are underscored.

LOGON APPLID (cccccccc)

In the above example, you type LOGON APPLID followed by an application identifier (represented by cccccccc) within parentheses.

Note: In ordinary text, variable names appear in italics.

Preface 11


SymbolsThe following symbols may appear in command syntax:

Table 1. Symbols in Command Syntax

Symbol Usage

| The “or” symbol is used to denote a choice. Either the argument on the left or the argument on the right may be used. Example:

YES | NOIn this example, YES or NO may be specified.

[ ] Denotes optional arguments. Those arguments not enclosed in square brackets are required. Example:

APPLDEST DEST [ALTDEST]In this example, DEST is a required argument and ALTDEST is optional.

{ } Some documents use braces to denote required arguments, or to group arguments for clarity. Example:

COMPARE {workload} -REPORT={SUMMARY | HISTOGRAM}

The workload variable is required. The REPORT keyword must be specified with a value of SUMMARY or HISTOGRAM.

_ Default values are underscored. Example:

COPY infile outfile - [COMPRESS={YES | NO}]In this example, the COMPRESS keyword is optional. If specified, the only valid values are YES or NO. If omitted, the default is YES.



Introducing OMEGAMON XE for DB2 13

IntroducingOMEGAMON XE for DB2

IntroductionThis chapter introduces the features in the OMEGAMON XE for DB2 and how it can enhance the performance of your system.

Chapter contentsOMEGAMON XE for DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14OMEGAMON XE for DB2 Operating Environment . . . . . . . . . . . . . . . . . 17

1

OMEGAMON XE for DB2


OMEGAMON XE for DB2

OverviewSystems administrators face increasing challenges in an ever-changing technical environment. Candle Corporation developed the CandleNet Portal® and OMEGAMON XE for DB2 to help you meet these challenges and better manage the performance of your system.

This topic presents a high-level description of OMEGAMON XE for DB2.

Using OMEGAMON XE for DB2 and CandleNet Portal As part of the CandleNet Portal for Distributed Systems, OMEGAMON XE for DB2 offers a central point of management for distributed databases. It provides a comprehensive means for gathering exactly the information you need to detect problems early and to prevent them. Information is standardized across all systems, and you can monitor hundreds of servers from a single workstation. The CandleNet Portal lets you easily collect and analyze specific information.

OMEGAMON XE for DB2 is an intelligent, remote monitoring agent that resides on managed systems. It assists you in anticipating trouble and warns systems administrators when critical events take place on their systems. With OMEGAMON XE for DB2, database and systems administrators can set threshold levels and flags as desired to alert them when the system reaches these thresholds.

For CandleNet Portal information appears in named workspaces. Within a given workspace, information may appear in tabular form similar to the reports displayed by Candle Management Workstation. CandleNet Portal refers to this tabular format for information as a table view. Information may also be displayed in the workspace as charts, graphs, or other formats you can specify.


OMEGAMON XE for DB2

How OMEGAMON XE for DB2 assists you OMEGAMON XE for DB2 provides several benefits. It can

� Simplify application and system management — by managing applications, platforms, and resources across your environment.

� Increase profits —by providing you with real-time access to reliable, up-to-the-minute data that allows you to make faster, better-informed operating decisions.

� Scale and port to new platforms —by supporting a wide variety of platforms.

� Improve system performance —by letting you integrate, monitor, and manage your system, network, console, and mission-critical applications. OMEGAMON XE for DB2 alerts the Candle Management Server (CMS) and the Candle Management Workstation (CMW) when conditions on the system network meet threshold-based conditions. These alerts notify your systems administrator to limit and control database usage. You can view data gathered by OMEGAMON XE for DB2 in tables and charts for the status of your distributed database systems.

� Enhance efficiency —by monitoring diverse platforms and networks from a single PC screen. Depending on your CandleNet Portal configuration, you can collect and monitor data across platforms. OMEGAMON XE for DB2 helps you monitor and gather the consistent, accurate, and timely information you need to effectively perform your job.

Features to facilitate database managementThe OMEGAMON XE for DB2 includes the following features that facilitate database management:

� support for database management system� the ability to create situations from attributes � historical data collection for long-term trending � the ability to determine whether the problem being monitored is related to

SQL� the ability to check for a particular situation and, if found, to page

someone or send a UNIX mail note (reflex automation)� predefined situations and templates

OMEGAMON XE for DB2


Historical data collectionYou can use the facilities of CandleNet Portal’s historical data collection function to store and save the data being collected by your OMEGAMON XE for DB2 agent or agents. The historical data collection function permits you to specify

� the attribute group or groups for which data is to be collected

� the interval at which data is to be collected

� the interval at which data is to be warehoused (if you choose to do so)

� the location (either at the agent or at the CMS) at which the collected data is to be stored

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.

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 attribute groups that are historical in nature and show all their entries without you having to start data collection. See the Historical Data Collection Guide for OMEGAMON XE and CandleNet Command Center for more information.

Planning and installationFor information on planning and installing OMEGAMON XE for DB2, refer to the installation documentation that was sent with your product.


OMEGAMON XE for DB2 Operating Environment


OverviewOMEGAMON XE for DB2 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 XE for DB2 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

� establish your own performance thresholds

� create situations, which are conditions to monitor

� create comprehensive reports about system conditions

� monitor for alerts on the systems and platforms you are managing

� trace the causes leading up to an alert

Components of the environmentThe client-server-agent implementation includes

� a client, that can be

– a Candle Management Workstation (CMW) or

– a CandleNet Portal workstation

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

� monitoring agents that collect and distribute data to a CMS. The OMEGAMON XE for DB2 is such an agent.



What is CandleNet Portal?CandleNet Portal 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?The Candle Management Workstation (CMW) offers a graphical view of your system. The CMW receives real-time and historical performance and availability data that the CMS collects and distributes. Through its graphical user interface, the CMW enables you to display data about and monitor the performance and availability of multiple heterogeneous systems. Advanced automation features enable you to specify actions to be taken when certain events occur. These actions can be automated or can include the notification of personnel for human intervention and decision-making.



OMEGAMON DEThe 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 XE for DB2. OMEGAMON DE provides all the capability of OMEGAMON XE, plus these additional capabilities:

� 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.

� 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.

� 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.

� 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.



� 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.

About 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.

Further information about the CMW and CandleNet PortalFor further information about CandleNet Portal, refer to the product’s Administrator’s Guide and its online help.

Further information about the CMW can be found in the CMW Administrator’s Guide and CMW User’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.

Learning about OMEGAMON XE for DB2 21

Learning aboutOMEGAMON XE for DB2

IntroductionThis chapter provides an overview for using the attributes and workspaces for OMEGAMON XE for DB2. It also contains information on predefined situations and reflex automation for action situations.

Chapter contentsUnderstanding Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Understanding OMEGAMON XE for DB2 Information . . . . . . . . . . . . . . . 23

2

Understanding Attributes


Understanding Attributes

Using attributesOMEGAMON XE for DB2 gathers data from remote agents residing on the managed systems of your network and stores this data in system elements called attributes. You can use these attributes to build situations to monitor the performance of the underlying DB2 system.

To use these attributes effectively, you must first understand the structure of an attribute.

� An attribute belongs to an attribute group.

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

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

For example, in the attribute

<ATTRIBUTEGROUP>.<attribute_item>

<attribute_item> is an attribute item that stores a name recognized by the system for the <ATTRIBUTEGROUP> attribute group.

For more information on attributesFor complete descriptions of the attributes for OMEGAMON XE for DB2, refer to the OMEGAMON XE for DB2’s online help.


Understanding OMEGAMON XE for DB2 Information


Workspaces and table viewsWhen using CandleNet Portal®, information is displayed in workspaces. Within a given workspace, information is displayed in tabular form. CandleNet Portal refers to this tabular format for information as a table view. Information may also be displayed in the workspace as a chart, graph, or other format you can specify.

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 CandleNet Portal informationCandleNet Portal information can be presented to you in any of the views below:

� Table view� Pie chart view� Bar chart view



� Plot chart view� Needle gauge view� Thermometer gauge view� Notepad view� Event console view, that shows the status of the situations associated with

the system. � Take Action view, that is used to send a command to the system. � Terminal view, that enables you to start a 3270 or 5250 work session. � 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 workspaces. An attribute group typically corresponds to a table view within a named workspace and attribute items correspond to columns in the table view.

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 XE for DB2 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 “OMEGAMON XE for DB2 Workspaces” on page 27.

Using OMEGAMON XE for DB2 informationYou can view information about each managed system that you are monitoring. Use this information to

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

� select the most effective threshold values for situations you create

� 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 workspace will be sorted in ascending order. Click a second time to resort the workspace into descending order. A third click returns you to the workspace’s default sort.

OMEGAMON XE for DB2 Workspaces 27

OMEGAMON XE for DB2Workspaces

IntroductionThis chapter describes the OMEGAMON XE for DB2 workspaces shipped with the product.

Chapter contentsIntroducing OMEGAMON XE for DB2 Workspaces . . . . . . . . . . . . . . . . . 28Buffer Pool Details Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Buffer Pool Management Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30CICS Connections Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31CICS Threads Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32DDF Conversations Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33DDF Statistics Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Detailed Thread Exception Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . 35EDM Pool Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36IMS Connections Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37IMS Region Information Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Lock Conflicts Workspace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Log Manager Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Subsystem Management Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41System Status Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Utility Jobs Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Volume Activity Workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

3

Introducing OMEGAMON XE for DB2 Workspaces


Introducing OMEGAMON XE for DB2 Workspaces

OverviewIn the unit “Understanding OMEGAMON XE for DB2 Information” on page 23, you learned about using CandleNet Portal® to work with the workspaces provided by OMEGAMON XE for DB2. This chapter describes each of the workspaces and explains how you might use them to monitor your DB2 environment.

Accessing the workspacesOMEGAMON XE for DB2 provides a variety of workspaces. In alphabetical order, they are

� Buffer Pool Details workspace� Buffer Pool Management workspace � CICS Connections workspace� CICS Threads workspace� DDF Conversations workspace� DDF Statistics workspace� Detailed Thread Exception workspace� EDM Pool workspace� IMS Connections workspace � IMS Region Information workspace� Lock Conflicts� Log Manager workspace� Subsystem Management workspace� System Status workspace� Utility Jobs workspace� Volume Activity workspace

To access a workspace from CandleNet Portal, select it from the Navigator list appearing in the upper left hand portion of the application window.


Buffer Pool Details Workspace

Buffer Pool Details Workspace

DescriptionThe Buffer Pool Details workspace provides status, threshold, and ratio details associated with specific buffer pool activity. This workspace is comprised of three views. The views are

� Ratio (table view)

� Status (table view)

� Thresholds (table view)

The Ratio table provides thread performance details associated with the buffer pool. The Status table provides “at a glance” buffer pool details, including size and page allocation information. The Thresholds table lists the thread's performance and status thresholds for the selected buffer pool.

Buffer Pool Management Workspace


Buffer Pool Management Workspace

DescriptionBuffer pools, also called virtual buffer pools, are areas of virtual storage where DB2 temporarily stores pages of table spaces or indexes. The Buffer Pool Management workspace provides an overview of buffer pool activity. This workspace is comprised of two views. The views are

� Buffer Pool Management (table view)

� Buffer Pool Rates (bar chart)

The Buffer Pool Management table displays activity details for specific buffer pools. The Buffer Pool Rates chart displays the rate of get page operations, read I/O operations, prefetch requests, and write I/Os performed.


CICS Connections Workspace

CICS Connections Workspace

DescriptionThe CICS Connections workspace provides an overview of DB2 thread activity originating from connected CICS subsystems. It provides information on a connection level about all CICS subsystems identified to DB2. This workspace is comprised of two views. The views are

� CICS Connections Summary (table view)

� Thread Usage (bar chart)

The CICS Connections Summary table lists thread status details, including the components of the Thread Usage chart and thread utilization data. The Thread Usage chart displays the counts of currently active pool threads, pool threads that are waiting because the maximum has been reached, and active threads for this CICS connection (including entry and pool threads).

CICS Threads Workspace


CICS Threads Workspace

DescriptionThe CICS Threads workspace provides data to monitor DB2 thread activity originating from connected CICS subsystems. This workspace is comprised of two views. The views are

� CICS Threads (table view)

� Thread Counts (bar chart)

The CICS Threads table identifies and measures thread activity from the CICS region. The Thread Counts chart displays “at a glance” counts of entry threads in use, entry threads waiting, and pool thread overflow.

Note: This workspace is available from the CICS Connections workspace and only when at least one thread is active from the CICS region.


DDF Conversations Workspace

DDF Conversations Workspace

DescriptionThe DDF Conversations workspace presents conversation (connection between two transaction programs) information. This workspace is comprised of a single view. The view is

� DDF Conversations (table view)

The DDF Conversations table lists conversation details, including identifiers, counts, and maximums.

Note: This workspace is available from the System Status workspace and only when the DB2 system is configured to use the Distributed Data Facility.

DDF Statistics Workspace


DDF Statistics Workspace

DescriptionThe DDF Statistics workspace provides Distributed Database Facility statistics, including send and receive counts. This workspace is comprised of two views. The views are

� Distributed Thread Statistics (table view)

� Send/Receive Counts (bar chart)

The Distributed Thread Statistics table lists activity data associated with the DDF. The Send/Receive Counts chart displays “at a glance” counts of SQL calls, messages, and transactions (received and sent).

Note: This workspace is available from the Detailed Thread Exception workspace for any thread defined as an Allied-Distributed thread.


Detailed Thread Exception Workspace

Detailed Thread Exception Workspace

DescriptionThe Detailed Thread Exception workspace provides a detailed view of threads and thread exceptions connected to DB2. This workspace is comprised of a single view. The view is

� Detailed Thread Exceptions (table view)

The Detailed Thread Exceptions table lists status data for the activity of individual threads.

EDM Pool Workspace


EDM Pool Workspace

DescriptionThe EDM Pool workspace provides an overview of the Environmental Descriptor Manager (EDM) pool activity connected with DB2. This workspace is comprised of three views. The views are

� EDM Statistics (table view)

� EDM Summary (table view)

� EDM Utilization (pie chart)

The EDM Statistics table lists total counts, counts during the last sample period, and the per second count for a variety of tasks associated with the EDM pool. The EDM Summary table provides activity details of the EDM pool, including the number of pages dedicated to a type of pool usage and the percentage of the EDM pool dedicated to that type of usage. The EDM Utilization chart displays the relative distribution of available pages, cursor table pages, database descriptor pages, and package table pages.


IMS Connections Workspace

IMS Connections Workspace

DescriptionThe IMS Connections workspace provides an overview of DB2 thread activity originating from connected IMS subsystems. It provides information on a connection level about all IMS subsystems identified to DB2. This workspace is comprised of two views. The views are

� IMS Connections (table view)

� IMS Region Counts (bar chart)

The IMS Connections table lists the number of active threads, unconnected regions, dependent regions currently connected to this DB2 system, and dependent regions defined for this IMS connection. The IMS Region Counts chart displays this information in a graphic form.

IMS Region Information Workspace


IMS Region Information Workspace

DescriptionThe IMS Region Information workspace provides detailed status information for a specific IMS dependent region.This workspace is comprised of a single view. The view is

� IMS Region Information (table view)

The IMS Region Information table lists region identification data and region status.


Lock Conflicts Workspace

Lock Conflicts Workspace

DescriptionThe Lock Conflicts workspace provides detailed information about lock conflicts in a non-data sharing environment. This workspace is comprised of two views. They are

� Lock Elapsed Time in Seconds (bar chart)

� Local Lock Conflicts (table view)

Using the Lock Elapsed Time in Seconds chart, you can identify the correlation identifier associated with each lock and the amount of elapsed time.

Using the Local Lock Conflicts table view, you can

� identify database lock conflicts

� evaluate and analyze database lock conflicts

� identify lock owners and waiters for a database lock

� identify the lock hierarchy chain for a specific application thread

� monitor database lock activity

� track lock processing for an application thread over a period of time

If the DB2 system is a member of a data sharing group, the thread that owns the lock may be running on another system. As a result, the Lock Conflicts workspace would identify the waiter for the lock and not the owner. However, the Global Lock Conflicts workspace in the OMEGAMON XE for DB2plex Version 220 product will show the lock information across the entire data sharing group.

Log Manager Workspace


Log Manager Workspace

DescriptionThe Log Manager workspace provides an overview of the DB2 log manager active logging and archiving activity. This workspace is comprised of three views. The views are

� Dataset Utilization (thermometer gauge)

� Log Manger Statistics (table view)

� Log Manager Summary (table view)

The Dataset Utilization gauge indicates the percent of the current dataset that is in use. The Log Manager Statistics table lists total counts, counts during the last sample period, and the per second count for a variety of reads, writes, and allocations associated with DB2 SRM log management. The Log Manager Summary table provides details associated with logging and archiving activity.


Subsystem Management Workspace

Subsystem Management Workspace

DescriptionThe Subsystem Management workspace provides an overview of workload- related information about the DB2 subsystem you are monitoring. This workspace is comprised of four views. The views are

� Background Utilization (needle gauge)

� Foreground Utilization (needle gauge)

� Subsystem Management Statistics (table view)

� Subsystem Management Summary (table view)

The Background Utilization gauge displays the percent of available threads being used for background connections. The Foreground Utilization gauge displays the percent of available threads being used for foreground connections. The Subsystem Management Statistics table lists total counts, counts during the last sample period, and the per second count for a variety of subsystem requests, abends, and thread statuses associated with the System Resource Manager (SRM) system. The Subsystem Management Summary table lists thread availability and usage statistics for foreground and background connections.

System Status Workspace


System Status Workspace

DescriptionThe System Status workspace reflects the “health” of your DB2 system. This workspace is comprised of five views. The views are

� DDF Receive Rate (needle gauge)

� DDF Send Rate (needle gauge)

� DB Wait Percent (needle gauge)

� EDM Utilization (needle gauge)

� System State Information (table view)

The DDF Receive Rate gauge reports the receive rate of the Distributed Data Facility (DDF). The DDF Send Rate gauge reports the send rate of the Distributed Data Facility (DDF). The DB Wait Percent gauge displays the percentage of threads that are waiting for database services. The EDM Utilization gauge reports the number of current EDM pages divided by total EDM pages. The System State Information table provides activity and performance details of your DB2 system.


Utility Jobs Workspace

Utility Jobs Workspace

DescriptionThe Utility Jobs workspace provides an overview of all active utilities. Workspace monitoring includes utilities that have not yet completed their run due to abnormal termination. This workspace is comprised of a single view. The view is

� Utility Jobs (table view)

The Utility Jobs table lists the phase, record counts, and status of DB2 utility jobs.

Volume Activity Workspace


Volume Activity Workspace

DescriptionThe Volume Activity workspace provides an overview of the performance of volumes that contain DB2 objects so that DASD performance can be evaluated by volume. This workspace is comprised of two views. The views are

� Service Time (bar chart)

� Volume Activity (table view)

The Service Time chart displays the average service time for the volume since the beginning of the collection interval. The Volume Activity table includes data so that you can monitor I/O activity for individual volumes.

OMEGAMON XE for DB2 Predefined Situations 45

OMEGAMON XE for DB2Predefined Situations

IntroductionThis chapter introduces you to the way in which you work with OMEGAMON XE for DB2 predefined situations.

Chapter contentsIntroduction to Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Using OMEGAMON XE for DB2 Predefined Situations . . . . . . . . . . . . . . 48

4

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 contain attributes that check for system conditions common to many enterprises. Using predefined situations can improve the speed with which you can begin using the OMEGAMON XE for DB2. You can examine and, if necessary, change the conditions or values being monitored by a predefined situation to those best suited to your enterprise.

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

� create a situation

� save a situation

� display a situation

� edit a situation

� start, stop, or delete a situation

� investigate the event workspace for a situation

OMEGAMON XE for DB2 Predefined Situations 47


When 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 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 CandleNet Portal Administrator’s Guide or 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 pop-up 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

Using OMEGAMON XE for DB2 Predefined Situations


Using OMEGAMON XE for DB2 Predefined Situations

Predefined situationsThe OMEGAMON XE for DB2 predefined situations are associated with the following workspaces.

� Buffer Pool Management

� CICS Connections

� Detailed Thread Exception

� IMS Connection

� Log Manager

� Subsystem Management

� System Status

� Utility Jobs

� Volume Activity

For more information on predefined situations for DB2, refer to the online help for this product.

Guide to Candle Customer Support 49

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50– 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54– Assigned Support Center Representative (ASCR)– Maintenance Assessment Services (MAS)– Multi-Services Manager (MSM)

Customer Support Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . 56– 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:

� Unlimited multi-language defect, installation and operations support� eSupport using the World Wide Web� Regularly scheduled product updates and maintenance provided at no

additional charge� 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:

� 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)

� 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

� 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 57

Index

Aaccess a workspace 28Adobe portable document format 8agents, remote monitoring 14alerts 14ASCR

assigned support center representative 54assigned support center representative

ASCR 54associating workspaces with attributes 24attributes

composition of 22organization of 22structure of 22understanding 22using 22

BBuffer Pool Details workspace 29Buffer Pool Management workspace 30building situations 22

CCandle Management Workstation

benefits 18CandleNet Portal

formats for information 23CICS Connections workspace 31CICS Threads workspace 32composition of an attribute 22customer service

telephone support 50customer support

base maintenance plan 50contact information 56enhanced support services 54eSupport 51severity levels 51

Ddatabases

managing distributed 14DDF Conversations workspace 33DDF Statistics workspace 34defining an attribute 22Detailed Thread Exception workspace 35documentation set 6

EEDM Pool workspace 36email to Candle 7eSupport

customer support 51evaluating

tuning decision 24event

investigating 25Event workspace, opening 25

Iidentifying

system bottlenecks 24IMS Connections workspace 37IMS Region Information workspace 38investigating an event 25

LLock Conflicts workspace 39Log Manager workspace 40

Mmaintenance assessment service

MAS 54managed system 22, 24managed systems

monitoring 14MAS

maintenance assessment service 54monitoring

performance 22, 24


monitoring agents 17monitoring agents, remote 14monitoring servers 14MSM

multi-services manager 54multi-services manager

MSM 54

OOMEGAMON Monitoring Agents for

Distributed Databaseshow to use 14

OMEGAMON XEdefinition 17

Ppredefined situations 45predefined situations, list of 48printing problems 8properties

defining for a workspace 25

Rrelationship between attributes and

workspaces 24remote agents 22remote monitoring agents 14

Sseverity levels

customer support 51Situation editor 46situations

definition 46list of predefined 48predefined 46using 46

situations, predefined 45standardization 14state change 24structure of an attribute 22Subsystem Management workspace 41System Status workspace 42

Ttable views 23telephone support

customer service 50threshold levels, setting 14threshold values, setting 24

Uusing workspaces 23Utility Jobs workspace 43

Vviewing

attribute information 24Volume Activity workspace 44

Wworkspace

defining properties 25workspace, Event

opening 25workspaces 23

accessing 28Buffer Pool Details 29Buffer Pool Management 30CICS Connections 31CICS Threads 32DDF Conversations 33DDF Statistics 34Detailed Thread Exception 35EDM Pool 36IMS Connections 37IMS Region Information 38introduction 28Lock Conflicts 39Log Manager 40Subsystem Management 41System Status 42Utility Jobs 43Volume Activity 44

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