OMEGAMON XE for Sybase User’s GuideഀⰀ...

User’s GuideOMEGAMON® XE for Sybase

Version 300

GC32-9318-00

April 2002

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 OMEGAMON XE for Sybase User’s Guide, Version 300

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

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

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

Contents 3

List of Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Adobe Portable Document Format . . . . . . . . . . . . . . . . . . . . . . . . . . 10

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

Chapter 1. OMEGAMON XE for Sybase Overview . . . . . . . . . . . . . . . . . . 15OMEGAMON XE for Sybase Operating Environment . . . . . . . . . . . . 16OMEGAMON XE for Sybase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Chapter 2. Introducing OMEGAMON XE for Sybase . . . . . . . . . . . . . . . . . 23OMEGAMON XE for Sybase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Features of OMEGAMON XE for Sybase. . . . . . . . . . . . . . . . . . . . . . 27Predefined Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 3. Using Attributes, Workspaces, and Predefined Situations . . . . . 29Understanding Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Working with Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Using Predefined Situations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Creating Take Action Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Chapter 4. Introducing the Sybase Workspace Groups . . . . . . . . . . . . . . . . 39Introducing the OMEGAMON XE for Sybase Workspaces . . . . . . . . . 40Workspaces and Table Views for OMEGAMON XE for Sybase . . . . . 42

Chapter 5. Sybase Servers Workspace Group . . . . . . . . . . . . . . . . . . . . . . 45Introducing Server Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Navigating the Sybase Servers Workspace. . . . . . . . . . . . . . . . . . . . . 47

Contents


Chapter 6. Sybase Databases Workspace Group . . . . . . . . . . . . . . . . . . . . 49Introducing Database Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Navigating the Sybase Database Information . . . . . . . . . . . . . . . . . . 51

Chapter 7. Sybase Process Workspace Group . . . . . . . . . . . . . . . . . . . . . . 53Introducing Processes Information. . . . . . . . . . . . . . . . . . . . . . . . . . . 54Navigating the Sybase Processes Information . . . . . . . . . . . . . . . . . . 55

Chapter 8. Sybase Locking Workspace Group . . . . . . . . . . . . . . . . . . . . . . 57Introducing Locking Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Navigating the Sybase Locking Information . . . . . . . . . . . . . . . . . . . 59

Chapter 9. Sybase Errorlog Alerts Workspace Group . . . . . . . . . . . . . . . . . 63Introducing Errorlog Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Navigating the Sybase Errorlog Information . . . . . . . . . . . . . . . . . . . 65

Chapter 10. Sybase Statistics Workspace Group. . . . . . . . . . . . . . . . . . . . . . 67Introducing Statistics Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Navigating the Sybase Statistics Information . . . . . . . . . . . . . . . . . . . 69

Chapter 11. Sybase Remote Servers Workspace Group . . . . . . . . . . . . . . . . 71Introducing Remote Server Information . . . . . . . . . . . . . . . . . . . . . . 72Navigating the Remote Servers Information . . . . . . . . . . . . . . . . . . . 73

Appendix A. Guide to Candle Customer Support . . . . . . . . . . . . . . . . . . . . . 75Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Customer Support Contact Information. . . . . . . . . . . . . . . . . . . . . . . 82

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

List of Tables 5

Table 1. Workspace Group Choices for Tasks You Want to Perform . . . . . . . . 41

List of Tables


Preface 7

Preface

Introduction This user’s guide introduces you to the OMEGAMON XE for Sybase. This guide describes the attribute groups, attributes, workspaces, and predefined situations for OMEGAMON XE for Sybase.

This guide is designed to help you

n understand how OMEGAMON XE for Sybase works in the CandleNet Portal™ environment

n anticipate and detect problems in using your database management application

n access specific information about events in your environment

P

About This Book


About This Book

Who should read this bookThis guide serves the following audiences:

n Primary Audience

– database administrators– operators– system administrators– network administrators

n Secondary Audience—

– Candle sales force and field support

This manual assumes that

n you have installed and configured the Candle Management Server® (CMS®) and the Candle Management Workstation® (CMW™) as described in the installation manuals shipped with these products.

n you have installed OMEGAMON XE for Sybase.

n you are familiar with the basic OMEGAMON XE concepts and tasks including

– how to use attributes to define situations and how to modify predefined situations

– the roles that managed systems and managed objects play in OMEGAMON XE

– what alerts and events are and how they affect managed objects

If you are unfamiliar with these concepts and tasks, please review the CandleNet Portal online tutorial and Quick Tour and the Candle Management Workstation Quick Reference before beginning this manual.

This manual assumes that you have installed and configured your Sybase application, and that you are familiar with its basic concepts. Please see the Sybase documentation for details.

Preface 9

About This Book

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

n the product libraries for CandleNet Portal and Candle Management Workstation that accompanied the product

n the installation documentation appropriate for your environment n the online help for CandleNet Portal and Candle Management

Workstation

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 productn technical documentation information available on the Candle Web site at

www.candle.comn 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 XE for Sybase User’s Guide, Version 300” 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 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


OMEGAMON XE for Sybase Overview 15

OMEGAMON XE forSybase Overview

IntroductionThis chapter introduces OMEGAMON® XE for Sybase and explains what it does. It places OMEGAMON XE for Sybase into the context of the OMEGAMON XE suite of products, which are used to monitor a mixed systems environment.

Chapter ContentsOMEGAMON XE for Sybase Operating Environment . . . . . . . . . . . . . . . 16OMEGAMON XE for Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

1

OMEGAMON XE for Sybase Operating Environment



Overview

OMEGAMON XE for Sybase 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 OMEGAMON XE for Sybase 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 thresholds

n create situations, which are conditions to monitor

n 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 conditions

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

n trace the causes leading up to an alert

n define your own queries, using the attributes provided by OMEGAMON XE for Sybase, 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 primarily for performing user administration tasks

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

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

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

One additional feature package is available with OMEGAMON XE. This is OMEGAMON DE, which provides all the capability of OMEGAMON XE, plus additional capabilities: The additional capabilities provided by OMEGAMON DE are 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 XE for Sybase, you use the Candle Management Workstation (CMW) to perform user administration functions.

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

n You can display multiple applications 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 Integrator

Candle’s Universal Integrator 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.

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.

OMEGAMON XE for Sybase



What is a monitoring agent?OMEGAMON monitoring agents are intelligent, remote monitoring agents that reside on managed systems. Monitoring agents collect, evaluate, and distribute data to other OMEGAMON XE components as needed.

How OMEGAMON XE for Sybase worksEach OMEGAMON XE for Sybase instance collects information about one Sybase domain. The monitoring agent performs the following types of monitoring functions. It can

n obtain data from a Sybase database and use it to create various reports whenever you choose. This data is useful for examining the performance of the Sybase system.

n evaluate situations to detect when Sybase attribute values exceed preset thresholds you have defined, and make this exception information available to an OMEGAMON XE workstation.

Monitoring for exceptions requires you to create OMEGAMON XE for Sybase situations that are meaningful to the Sybase transactions you are monitoring. Example situations, templates (if you are using the CMW as your interface for OMEGAMON XE), and expert advice are provided on the OMEGAMON XE workstation to make this task as easy as possible.

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

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 Sybase agent or agents. The historical data collection function permits you to specify

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

n the interval at which data is to be collected

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

n 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.



Introducing OMEGAMON XE for Sybase 23

Introducing OMEGAMONXE for Sybase

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

Chapter ContentsOMEGAMON XE for Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Features of OMEGAMON XE for Sybase . . . . . . . . . . . . . . . . . . . . . . . . . 27Predefined Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

2




Overview System administrators face increasing challenges in an ever-changing technical environment. Candle Corporation developed OMEGAMON XE and the OMEGAMON XE for Sybase to help you meet these challenges and better manage the performance of your system.

This unit gives a high-level description of OMEGAMON XE for Sybase.

Using OMEGAMON XE for Sybase As part of the OMEGAMON XE for Distributed Systems, OMEGAMON XE for Sybase 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; you can monitor hundreds of servers from a single workstation. OMEGAMON XE for Sybase lets you collect and analyze specific information easily.

The OMEGAMON monitoring agents are intelligent, remote monitoring agents that reside on managed systems. They assist you in anticipating trouble and warn system administrators when critical events take place on their systems. With OMEGAMON XE for Sybase, database and system administrators can set threshold levels as desired and can set flags to alert them when the system reaches these thresholds.



How OMEGAMON monitoring agents assist you OMEGAMON monitoring agents provide several benefits. They

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

n 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.

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

n Improve system performance—by letting you integrate, monitor, and manage your system, network, console, and mission-critical applications. OMEGAMON monitoring agents alert 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 system administrator to limit and control database usage. You can view data gathered by OMEGAMON monitoring agents in Workspaces and charts for the status of your distributed database systems.

n Enhance efficiency—by monitoring diverse platforms and networks from a single PC screen. Depending on your OMEGAMON XE configuration, you can collect and monitor data across platforms. OMEGAMON monitoring agents gather and filter the status information at the managed system rather than at the hub, eliminating unnecessary data transmission and sending only data that is relevant to changes in status conditions. OMEGAMON XE for Sybase helps you monitor and gather the consistent, accurate, and timely information you need to perform your job effectively.

n Provide a choice of interfaces—by making two interfaces available for OMEGAMON XE for Sybase, you can choose to view your Sybase data through either

– the Candle Management Workstation client installed on your PC

– the CandleNet Portal browser-based interface



Advanced monitoring facilities An OMEGAMON XE for Sybase includes advanced monitoring facilities:

n user-defined and predefined situations based on thresholds to raise different types of alerts: critical, warning, and other

n at-a-glance status picture of all database servers

n the capability to monitor multiple servers simultaneously from one or more centralized workstations, including servers on various platforms running a Sybase database management system

Sybase products that you can monitor You can use the OMEGAMON XE for Sybase to monitor these Sybase products.

n SQL Server versions 10.0, 10.2, and 11.0

n Adaptive Server version 11.5 and 11.9


Features of OMEGAMON XE for Sybase

Features of OMEGAMON XE for Sybase

Overview This unit describes the features of OMEGAMON XE for Sybase.

Features of the OMEGAMON XE for Sybase The OMEGAMON XE for Sybase includes the following features:

n support for Sybase database management system

n the ability to create situations from attributes

n historical data collection for long-term trending

n the ability to determine whether the problem being monitored is related to SQL

n the ability to check for a particular situation and, if found, to page someone or send a UNIX mail note (reflex automation)

n predefined situations and templates

Predefined Situations


Predefined Situations

Overview Candle minimizes your programming requirements by providing you with predefined situations you can use to start monitoring your system immediately. You can establish and set the monitoring criteria of each situation to suit the performance of your systems.

Using predefined situations for turn-key performance Candle provides you with situations tailored to OMEGAMON XE for Sybase that you can employ without first having to create them. You can use these situations as-is or modify them to meet your requirements. Candle suggests that, if you choose to modify the predefined situations shipped with your product, you first make a copy to ensure recovery if necessary.

You can activate these situations to solve common problems.

n CPU Utilization—Used by the operating system to establish priorities in the system. High values indicate that a process may be CPU bound or doing very little I/O.

n System Free Memory—One indicator that the system is busy.

n Wait I/O—Can indicate the system is busy and may be in trouble if the Wait I/O is too large.

n System Idle CPU—Often indicates the system is busy if the CPU is idle less than 10% of the time.

n System Wait I/O—Indicates whether the system has excessive paging activity or other disk activity.

You can also modify predefined situations to suit your specific needs, and you can create new situations as well. The values assigned to these situations are examples only. You should review the assigned values, then edit the situations to reflect the conditions you want to monitor on your managed systems.

Using Attributes, Workspaces, and Predefined Situations 29

Using Attributes, Workspaces,and Predefined Situations

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

Chapter ContentsUnderstanding Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Working with Workspaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Using Predefined Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Creating Take Action Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3

Understanding Attributes



OverviewOMEGAMON XE for Distributed Databases gather data from remote agents and data collectors that reside on the managed systems in your enterprise. It then stores this data in system elements called attributes.

You can use these attributes to create custom situations to monitor the performance of the managed databases in your enterprise.

Attribute structureTo use attributes effectively, you must first understand the structure of an attribute.

n An attribute is an item that helps you monitor situations in your enterprise.

n Each attribute belongs to an attribute group. The attribute group includes attributes that are related.

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

Examples of attributes and attribute groupsThe following example gives an attribute that stores data about the amount of free space in a database.

n For OMEGAMON XE for Sybase, the Minimum_Pct_Data_Freespace is an attribute in the Sybase_Database_Summary group.

This attribute group contains other attributes that relate to managing and to monitoring databases.



Understanding the attribute and workspace relationshipA direct relationship exists between the attributes and workspaces for an OMEGAMON XE for Sybase. Each attribute group is associated with two or more workspaces. The attributes in an attribute group correspond to columns in the workspaces. These workspaces monitor activity for your distributed databases. For example, the Sybase_Database_Summary attribute group contains attributes that provide data for the workspaces in the Sybase Database workspace group.

Within a given workspace, information can appear in tabular format, known as a table view. Information may also be displayed in the workspace as a chart, graph, or other format you can specify.

Using OMEGAMON XE for Sybase informationOMEGAMON XE for Sybase provides the ability to view information about each Sybase system that you are monitoring.

You can use this information to

n monitor the performance of each Sybase 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.

Working with Workspaces



Overview This unit explains how to access the workspaces and table views available in the CandleNet Portal interface.

Accessing workspaces in CandleNet PortalTo access OMEGAMON XE for Sybase workspaces and the table views they contain, start from the Navigator. From the Navigator, you can either

1. Click Sybase - domain_name. The Sybase - domain_name workspace displays. In addition to the Navigator, this overview workspace displays the

a. CPU Percent bar chartb. Processes Summary bar chartc. Cache Utilization bar chartd. Statistics Summary bar charte. Errorlog Alerts Summary bar chart

or...

2. Expand the Sybase - domain_name item in the Navigator. The expanded item now lists these subordinate items:

a. Errorlog Alertsb. Databasesc. Lockingd. Processese. Servers

3. Click a subordinate item to display its associated workspace and the table views it contains.



4. To view alternative workspaces for these subordinate entries:a. From the View pull-down, point to Workspaces. b. From the list of workspaces displayed, click the name of the

alternative workspace you want to open.

Accessing additional workspaces in CandleNet PortalYou can also access additional OMEGAMON XE for Sybase workspaces by

n selecting View > Workspace from the menu bar and choosing a desired workspace

n right-clicking a row in some table views and selecting Link To and the workspace from the pop-up menu (Only some table views contain links to other workspaces.)

Using Predefined Situations



OverviewYou can use predefined situations in a number of ways. You can

n use them as-is

n modify them in CandleNet Portal to suit your environment

You will want to look at each situation in the Graphic view of the situation editor. The range of values assigned to a predefined situation may not be appropriate for your environment. You also may want to verify whether the situation is distributed and running.

Predefined situations for OMEGAMON XE for SybaseThe following list contains descriptions for predefined situations for OMEGAMON XE for Sybase.

Sybase_Collection_Stat_Warning—Declares a warning condition when the collector is not active.

Sybase_DB_Error_Status—Declares a critical condition if the database has a serious error status.

Sybase_DB_Freespace_Critical—Declares a critical condition if the remaining free space in the database is 10% or less.

Sybase_DB_Freespace_Warning—Declares a warning condition if the remaining free space in the database is between 20–10%.

Sybase_DB_Num_Errors_Warning—Declares a warning condition if a database has an error status.

Sybase_Device_Free_Pct_Warning—Declares a warning condition if the remaining free space in a device is 10% or less.

Sybase_ErrorLog_Size_Warning—Declares a warning condition if the errorlog contains 10,000 or more bytes.

Sybase_IOError_Curintvl_Warning—Declares a warning condition if the percentage of IO errors during the current interval is 80% or more.



Sybase_IOERR_Startup_Warning—Declares a warning condition if 10 or more IO errors occurred since startup and the percentage of IO errors is 5% or more.

Sybase_Log_Freespace_Critical—Declares a critical condition if the free space in the log is 10% or less.

Sybase_Log_Suspend_Warning—Declares a warning condition if 1 or more processes is in log suspend.

Sybase_LogonPct_Warning—Declares a warning condition if the maximum number of logons is 90% or more.

Sybase_Pct_CPU_Yields_Warning—Declares a warning condition if the percentage of CPU yields is greater than 75%.

Sybase_Pct_Engine_CPU_Critical—Declares a critical condition if the percentage of busy engine CPUs is greater than 90%.

Sybase_Pct_Engine_CPU_Warning—Declares a warning condition if the percentage of busy engine CPUs is between 75–90%.

Sybase_Pct_IO_Warning—Declares a warning condition if 80% or more of the time is spent on IO operations.

Sybase_Pct_Device_Lock_Warning—Declares a warning condition if more than 20% of lock requests were waited.

Sybase_Pct_MAX_Locks_Critical—Declares a critical condition if the percentage of allowable locks reaches 80% or more.

Sybase_Pct_MAX_Locks_Warning—Declares a warning condition if the percentage of allowable locks is between 60–80%.

Sybase_Pct_Task_Yields_Warning—Declares a warning condition if the percentage of task yields is greater than 75%.

Sybase_Pct_Total_CPU_Critical—Declares a critical condition if more than 90% of the total CPU is busy.

Sybase_Pct_Total_CPU_Warning—Declares a warning condition if the percentage of CPU busy falls between 75–90%.

Sybase_ProbAge_GT_17_Warning—Declares a warning condition if an error is 30 or more minutes old and has a severity level of 17 or more.



Sybase_ProbAge_LT_17_Warning—Declares a warning condition if an error is 30 or more minutes old and has a severity level of less than 17.

Sybase_Processes_Bad_Warning—Declares a warning condition if 1 or more processes are bad.

Sybase_Process_Blocked_Warning—Declares a warning condition if 5 or more process are blocked causing 25% or more processes to be blocked.

Sybase_Process_Infected_Warning—Declares a warning condition if 1 or more processes are infected.

Sybase_Processes_Stop_Warning—Declares a warning condition if 1 or more processes are stopped.

Sybase_ProcessLockSleep_Warning—Declares a warning condition if 5 or more processes are in locksleep causing 10% or more processes to be in locksleep.

Sybase_ProcessOthSleep_Warning—Declares a warning condition if 2 or more processes are in other sleep causing 5% or more processes to be in other sleep.

Sybase_Server_CPU_Critical—Declares a critical condition if the server has been active for 10 minutes or longer and the CPU usage on the server is 80% or more.

Sybase_Server_CPU_Warning—Declares a warning condition if the CPU usage on the server is between 60–80%.

Sybase_Server_Error_Warning—Declares a warning condition if server errors have occurred during the current interval.

Sybase_Server_Status_Critical—Declares a critical condition if the server is not Active.

Sybase_Server_Status_Inactive—Declares a critical condition if the server is not Inactive.


Creating Take Action Commands


OverviewYou can create a Take Action view in a workspace to initiate an action such as sending a UNIX email message or calling a pager whenever a server is inactive.



Introducing the Sybase Workspace Groups 39

Introducing the SybaseWorkspace Groups

Introduction This chapter includes a summary for the OMEGAMON XE for Sybase workspace groups and workspaces. It describes how to

n use OMEGAMON XE for Sybase workspaces and historical reports

n access and refresh OMEGAMON XE for Sybase workspaces and historical reports

n retrieve additional report information

n find additional information about OMEGAMON XE for Sybase workspaces and historical reports

Chapter ContentsIntroducing the OMEGAMON XE for Sybase Workspaces . . . . . . . . . . . . 40Workspaces and Table Views for OMEGAMON XE for Sybase . . . . . . . . . 42

4

Introducing the OMEGAMON XE for Sybase Workspaces



Using the workspace groups The workspaces provide the data you need to monitor and tune your system. You can use these workspaces to

n analyze the performance of your system

n identify problem areas and bottlenecks in your system

n get the information you need to tune your system

n evaluate how your tuning decisions affect the performance of your system

Profiling performance In addition, you can use the workspaces to profile the performance of each Sybase managed system over a period of time. This profile helps you

n pinpoint the exact locations of system bottlenecks

n identify and anticipate times of peak usage

n evaluate the effectiveness of your tuning decisions

n select optimum threshold values for situation monitoring



Determining which workspace group to use Use the following chart to determine which OMEGAMON XE for Sybase workspace group to use in a given situation.

Table 1. Workspace Group Choices for Tasks You Want to Perform

If you want to... Ser

vers

Dat

abas

es

Pro

cess

Lo

ckin

g

Err

orl

og

Ale

rts

Sta

tist

ics

Rem

ote

Ser

vers

page45

page49

page53

page57

page63

page67

page71

Analyze the performance of your system

4 4 4 4 4 4

Identify problem areas and bottlenecks in your system

4 4 4 4

Get the information you need to tune your system

4 4 4 4 4

Evaluate how your tuning decisions affect the performance of your system

4 4

Identify and anticipate times of peak usage

4 4 4

Monitor database activity 4 4

Select optimum threshold values for situation monitoring

4 4

Workspaces and Table Views for OMEGAMON XE for Sybase



Overview In CandleNet Portal, OMEGAMON XE for Sybase provides workspaces that contain table views and chart views for viewing information about each server you monitor. Each workspace displays information about server activities and conditions.

This unit gives a high-level description of these workspaces and table views and tells you where to look for detailed information.

Accessing the workspaces and table views You can access the OMEGAMON XE for Sybase workspaces and table views, by using one of the following methods:

n Select the Sybase system in the Navigator.

This displays bar charts that provide an overview of the system.

n Expand the Sybase selection in the Navigator tree and choose one of the subordinate items from the list.

This displays the workspace for your selection and the table views that it contains.

n Select a row within a table space and choose the Link To option from the menu.

This displays the workspace linked to the table view. Only some table views provide links to additional workspaces.

n Choose View > Workspace > workspace name from the menu bar in CandleNet Portal

This displays the workspace linked to the view. Only some views provide links to additional workspaces.



Where to find more information about workspaces and table viewsFor more detailed information about OMEGAMON XE for Sybase workspaces and table views,

n refer to the specific workspace group chapter in this guide

n choose Help > Contents > OMEGAMON XE for Sybase from the CandleNet Portal menu bar



Sybase Servers Workspace Group 45

Sybase ServersWorkspace Group

Introduction This chapter describes how the Sybase Servers workspace group can help you to monitor the performance of servers in your environment. OMEGAMON XE for Sybase provides information about server status, activity, configuration, engine usage, and task usage. The chapter describes each workspace and identifies how to access its information.

Chapter ContentsIntroducing Server Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Navigating the Sybase Servers Workspace . . . . . . . . . . . . . . . . . . . . . . . . 47

5

Introducing Server Information


Introducing Server Information

OverviewOMEGAMON XE for Sybase provides information about server status, activity, configuration, engine usage, and task usage. You can access this information by selecting the Servers choice in the Navigator. From the Servers workspace, you can link to additional workspaces that provide further details.

Sybase Servers Workspace Group 47

Navigating the Sybase Servers Workspace


Overview This topic explains how to access the Sybase server workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of server informationCandleNet Portal provides the following workspaces for displaying server information.

n Servers

n Enterprise Server Summary

n Server Configuration

n Engine Summary

Accessing the Servers workspaceTo access servers information,

1. From the Navigator, select Servers.

2. The Servers workspace opens. Within this workspace, you can view then CPU Percent bar chart

n Cache Utilization bar chart

n Server Summary table view



Accessing the Enterprise Server Summary workspaceTo access server information about your enterprise,


2. From the menu bar, choose View > Workspace > Enterprise Server Summary. The Enterprise Servers Summary workspace opens. Within this workspace, you can view then CPU Usage bar chartsn Servers Summary table viewn Remote Servers Summary table view

Accessing the Server Configuration workspace To access server configuration information,


2. Right-click a row for a specific server in the Server Summary table view.

3. Choose Server Configuration from the pop-up menu. The Server Configuration workspace opens. Within this workspace, you can view then Server Configuration table viewn Server Options table viewn Task Switches table view

Accessing the Engine Summary workspace To engine summary information,


2. Right-click a row for a specific server in the Server Summary table view.

3. Choose Engine Summary from the pop-up menu. The Engine Summary workspace opens. Within this workspace, you can view then Engine Summary bar chartn Engine Usage bar chartn Engine Summary table viewn Engine Usage table view

Sybase Databases Workspace Group 49

Sybase DatabasesWorkspace Group

Introduction This chapter describes how the Sybase Databases workspace group helps you to monitor the performance of databases in your environment. It describes each workspace and how to access the information in it.

Chapter ContentsIntroducing Database Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Navigating the Sybase Database Information . . . . . . . . . . . . . . . . . . . . . . 51

6

Introducing Database Information


Introducing Database Information

OverviewOMEGAMON XE for Sybase provides detailed and summary information about databases, which also includes information about the number of databases, the number of devices and log usage. You can access this information by selecting the Databases choice in the Navigator, which links to additional workspaces.

Sybase Databases Workspace Group 51

Navigating the Sybase Database Information


Overview This topic explains how to access the Sybase database workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of database informationOMEGAMON XE for Sybase provides the following workspaces for displaying database information.

n Databases

n Devices

n Log and Space Information

n Enterprise Database Summary

Accessing the Enterprise Database Summary workspace To access database about your enterprise,

1. From the Navigator, select Databases.

2. From the menu bar, choose View > Workspace > Enterprise Database Summary. The Enterprise Database Summary workspace opens. Within this workspace, you can view then CPU Percent bar chartn Databases Summary table view

Accessing the Database workspace To access databases information,


2. The Databases workspace opens. Within this workspace, you can view then Percent Freespace bar chartn Database Summary bar chart



n Databases Summary table viewn Databases Detail table view

Accessing the Log and Space Information workspace To access log and space information,


2. The Databases workspace opens.

3. Right-click a row for a specific database in the Databases Detail table view.

4. Choose Log and Space Information from the pop-up menu. The Log and Space Information workspace opens. Within this workspace, you can view then Data and Log Size bar chartn Device Size and Freespace bar chartn Log and Space Information table viewn Devices table view

Sybase Process Workspace Group 53

Sybase ProcessWorkspace Group

Introduction This chapter provides information about how the Sybase Process workspace group helps you to monitor Sybase processes. It describes each workspace and how to access the information in it.

Chapter ContentsIntroducing Processes Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Navigating the Sybase Processes Information . . . . . . . . . . . . . . . . . . . . . . 55

7

Introducing Processes Information


Introducing Processes Information

OverviewOMEGAMON XE for Sybase provides detailed and summary information about processes that includes such information as the

n number of blocked processes

n percentage of CPU time used by processes

n percentage of CPU time used by application processes

You can access this information by selecting the Processes choice in the Navigator, which links to additional workspaces.

Sybase Process Workspace Group 55

Navigating the Sybase Processes Information


Overview This topic explains how to access the Sybase processes workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of processes informationThe following workspaces provide information about processes that are active in the environment

n Enterprise Processes Summary

n Processes

n SQL Text

Accessing the Enterprise Processes Summary workspace To access process summary information about processes in your enterprise,

1. From the Navigator, select Processes.

2. From the menu bar, choose View > Workspace > Enterprise Processes Summary. The Enterprise Processes Summary workspace opens. Within this workspace, you can view then CPU Percent bar chartn Process Summary bar chartn Processes Summary table viewn Processes Detail table view



Accessing the Processes workspace To access processes information,


2. The Processes workspace opens. Within this workspace, you can view then CPU Percent bar chartn Process Summary bar chartn Processes Summary table viewn Processes Detail table view

Accessing the SQL Text workspace To access SQL text information for a process,


2. The Processes workspace opens.

3. Right-click a row for a specific process in the Processes Detail table view.

4. Choose SQL Text from the pop-up menu. The SQL Text workspace opens. Within this workspace, you can view then Event Consolen SQL Text table view

Sybase Locking Workspace Group 57

Sybase LockingWorkspace Group

Introduction This chapter describes how the Sybase Locking workspace group helps you to monitor Sybase locks. It describes each workspace and how to access the information in it.

Chapter ContentsIntroducing Locking Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Navigating the Sybase Locking Information . . . . . . . . . . . . . . . . . . . . . . . 59

8

Introducing Locking Information


Introducing Locking Information

OverviewOMEGAMON XE for Sybase provides detailed and summary information about locks and conflicts that includes such information as the

n number of locks on processes

n number of lock conflicts

n percent of locks that resulted in deadlocks

n type of lock on a process

You can access this information by selecting the Locking choice in the Navigator, which links to additional workspaces.


Navigating the Sybase Locking Information


Overview This topic explains how to access the Sybase locking workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of locking information OMEGAMON XE for Sybase provides the following workspaces for displaying locking information.

n Locking

n Enterprise Locking Summary

n Lock Usage

n Process SQL Text

n Process Holding Lock

Accessing the Locking workspace To access locking information,

1. From the Navigator, select Locking.

2. The Servers workspace opens. Within this workspace, you can view then Lock Statistics table view

n Lock Detail table view

n Locks table view



Accessing the Enterprise Locking workspace To access locking information about your enterprise,


2. From the menu bar, choose View > Workspace > Enterprise Locking Summary. The Enterprise Locking Summary workspace opens. Within this workspace, you can view then Locking Summary bar chart

n Processes Blocked bar chart

n Locking Summary table view

Accessing the Process Holding Lock workspace To information about a process holding a lock,


2. Right-click a row for a specific process in the Lock Detail table view.

3. The Process Holding Lock workspace opens. Within this workspace, you can viewn an event consolen the Process Holding Lock SQL Text table view

Accessing the Lock Usage workspace To information about lock usage,


2. Right-click a row for a specific process in the Lock Statistics table view.

3. The Lock Usage workspace opens. Within this workspace, you can view then Locking Summary bar chartn Lock Usage table view



Accessing the Process SQL Text workspace To access server statistics information,


2. From the menu bar, choose View > Workspace > Process SQL Text. The Enterprise Server Statistics workspace opens. Within this workspace, you can view n an event consolen the Process SQL Text table view



Sybase Errorlog Alerts Workspace Group 63

Sybase ErrorlogAlerts Workspace Group

Introduction This chapter provides information about how the Sybase Errorlog Alerts workspace group helps you to monitor Sybase errorlog alerts. It describes each workspace and how to access the information in it.

Chapter ContentsIntroducing Errorlog Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Navigating the Sybase Errorlog Information . . . . . . . . . . . . . . . . . . . . . . . 65

9

Introducing Errorlog Information


Introducing Errorlog Information

OverviewOMEGAMON XE for Sybase provides information about the server error log. The workspaces in this group provide such information as the

n size of the error log

n number of error messages with a high severity level

n highest severity level encountered since startup

You can access this information by selecting the Errorlog choice in the Navigator, which links to additional workspaces.

Sybase Errorlog Alerts Workspace Group 65

Navigating the Sybase Errorlog Information


Overview This topic explains how to access the Sybase errorlog workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of errorlog information OMEGAMON XE for Sybase provides the following workspaces for displaying errorlog alerts information.

n Enterprise Errorlog Alerts

n Errorlog Alerts

Accessing the Enterprise Errorlog Alerts workspace To access errorlog alerts information about your enterprise,

1. From the Navigator, select Errorlog Alerts.

2. From the menu bar, choose View > Workspace > Enterprise Errorlog Alerts. The Enterprise Errorlog Alerts workspace opens. Within this workspace, you can view then Total Errors bar chartn Error Log Size bar chartn Alert Summary table view



Accessing the Errorlog Alerts workspace To access errorlog alert information,

1. From the Navigator, select Errorlog Alerts.

2. The Errorlog Alerts workspace opens. Within this workspace, you can view then Alert Summary bar chartn Alert Summary table viewn Alert Detail table view

Sybase Statistics Workspace Group 67

Sybase StatisticsWorkspace Group

Introduction This chapter provides information about how the Sybase Statistics workspace group helps you to monitor the performance of statistics in your environment. It describes each workspace and how to access the information in it.

Chapter Contents Introducing Statistics Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Navigating the Sybase Statistics Information. . . . . . . . . . . . . . . . . . . . . . . 69

10

Introducing Statistics Information


Introducing Statistics Information

OverviewOMEGAMON XE for Sybase provides statistical information about the servers in your environment. This information includes statistics about

n SQL activity

n cache usage

n transaction log entries

You can access this information by selecting the Statistics choice in the Navigator, which links to additional workspaces.

Sybase Statistics Workspace Group 69

Navigating the Sybase Statistics Information


Overview This topic explains how to access the Sybase statistics workspaces and table views in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Organization of statistics information CandleNet Portal provides the following workspaces for displaying statistics information.

n Enterprise Server Statistics

n Server Statistics

n Cache Usage

n Log Usage

Accessing the Enterprise Server Statistics workspace To access statistics information about your enterprise,


2. From the menu bar, choose View > Workspace > Enterprise Server Statistics. The Enterprise Server Statistics workspace opens. Within this workspace, you can view then Server Statistics bar charts

n Servers Statistics table view



Accessing the Server Statistics workspace To access server statistics information,


2. From the menu bar, choose View > Workspace > Server Statistics. The Enterprise Server Statistics workspace opens. Within this workspace, you can view then Statistics Summary bar chartsn Statistics Summary table viewn Statistics Detail table view

Accessing the Cache Usage workspace To access server statistics information,


2. From the menu bar, choose View > Workspace > Cache Usage. The Cache Usage workspace opens. Within this workspace, you can view then Cache Hit Percent bar chartn Cache Usage bar chartn Cache Summary table viewn Cache Usage table view

Accessing the Log Usage workspace To access server statistics information,


2. From the menu bar, choose View > Workspace > Log Usage. The Log Usage workspace opens. Within this workspace, you can view then Logging Summary bar chart

n Log Usage table view

n Logging Summary table view

n SQL Activity table view

Sybase Remote Servers Workspace Group 71

Sybase RemoteServers Workspace Group

Introduction This chapter provides information about how the Sybase Remote Servers workspace helps you to monitor remote servers. It describes the Sybase Remote Servers workspace group. It describes each workspace and how to access the information in it.

Chapter Contents Introducing Remote Server Information . . . . . . . . . . . . . . . . . . . . . . . . . . 72Navigating the Remote Servers Information . . . . . . . . . . . . . . . . . . . . . . . 73

11

Introducing Remote Server Information


Introducing Remote Server Information

OverviewOMEGAMON XE for Sybase provides a view of activity for remote servers. You can access this information by selecting the Remote Servers choice in the Navigator, which links to additional workspaces.

Sybase Remote Servers Workspace Group 73

Navigating the Remote Servers Information


Overview This topic explains how to access the remote server information in the CandleNet Portal interface. When viewing the table views, remember to scroll to the right to see all the information.

Accessing the Remote Server table view To access information about remote servers your enterprise,


2. From the menu bar, choose View > Workspace > Enterprise Server Summary. The Enterprise Servers Summary workspace opens. Within this workspace, you can view then CPU Usage bar charts

n Servers Summary table view

n Remote Servers Summary table view



Guide to Candle Customer Support 75

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76– 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80– Assigned Support Center Representative (ASCR)– Maintenance Assessment Services (MAS)– Multi-Services Manager (MSM)

Customer Support Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . 82– 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 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 83

Index

Aaccessing workspace groups

OMEGAMON XE for Sybase 42Adobe portable document format 10agents, remote monitoring 24alerts 24ASCR

assigned support center representative 80assigned support center representative

ASCR 80attributes

relationship to workspaces 31understanding 30

CCandle Management Server

definition 17Candle Management Workstation

definition 18CandleNet Command Center

definition 16–17CandleNet Portal

accessing workspaces and table views 42benefits 17definition 17working with workspaces 32–33

CandleNet Portal server 17CMS

definition 17CMW

definition 18CNP

definition 17components of OMEGAMON XE 17CPU Utilization situation 28customer service

telephone support 76customer support

base maintenance plan 76contact information 82enhanced support services 80eSupport 77severity levels 77

Ddatabase workspaces

navigating 51–52databases

controlling usage 25managing distributed 24

distributed databases, status 25documentation set 10documentation, description of 8

Eefficiency, enhancing 25Engine Summary workspace 48environment 17Errorlog workspaces

navigating 65–66eSupport

customer support 77evaluating a tuning decision 31

Iidentifying system bottlenecks 31interface, choices 25

Mmaintenance assessment service

MAS 80managed systems

monitoring 24MAS

maintenance assessment service 80

O


monitoring agents 17monitoring agents, remote 24monitoring servers 24monitoring, performance 31MSM

multi-services manager 80multi-services manager

MSM 80

OOMEGAMON AE

definition 19OMEGAMON DE

definition 18OMEGAMON monitoring agents

benefits 25definition 20

OMEGAMON XEdefinition 16–17for Distributed Databases 24, 30how to use 24overview 24

OMEGAMON XE for Distributed Databases 24, 25, 27

OMEGAMON XE for Sybase 27workspace groups

accessing 42determining which to use 41finding information about 43overview 39

OMEGAMON XE product set 17

Pperformance monitoring 31performance, turn-key 28porting systems to new platforms 25predefined situations 28

OMEGAMON XE for Sybase 34–36overview 34

printing problems 10Processes workspaces

navigating 55–56

product components 17product environment 17product-provided situations 28

Rremote monitoring agents 24Remote Servers workspaces

navigating 73

Sscaling systems 25server

Candle Management Server 17CandleNet Portal 17

Server Configuration workspace 48Servers workspaces

navigating 47–48severity levels

customer support 77situations

predefined 26, 28user-defined 26

solutions, product-provided 28standardization 24state change 31Statistics workspaces

navigating 69–70status of distributed database systems 25Sybase Locking workspace group 58Sybase Process workspace group 54Sybase products, supported 26Sybase Statistics workspace group 68system bottlenecks, identifying 31System Free Memory situation 28System Idle CPU situation 28system performance 25System Wait I/O situation 28

Ttelephone support

customer service 76

Index 85

U

threshold values, setting 24, 31

Uusing, OMEGAMON XE for Sybase

workspace groups 40

Vviewing

attribute information 31

WWait I/O situation 28workspaces

accessing in CandleNet Portal 42Cache Usage 70Databases 51Engine Summary 48Enterprise Database Summary 51Enterprise Errorlog Alerts 65Enterprise Processes Summary 55Enterprise Server Statistics 69Errorlog Alerts 66finding information about Sybase

workspaces/groups 43in CandleNet Portal 32–33Log and Space Information 52Log Usage 70navigating errorlog information 65–66navigating Processes 55–56navigating Remote Servers 73navigating Servers 47–48navigating Statistics 69–70navigating the database information 51–

52OMEGAMON XE for Sybase workspace

groups, accessing 42OMEGAMON XE for Sybase workspace

groups, using 40Processes 56Remote Server 73Server Configuration 48

Server Statistics 70SQL Text 56


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