APM Application Administration Guide - Login

APM Application Administration Guide - Login
HPE Application Performance
Management
Software Version: 9.30
APM Application Administration Guide
Document Release Date: July 2016
Software Release Date: July 2016
APM Application Administration Guide
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HPE Application Performance Management (9.30)
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APM Application Administration Guide
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Contents
Application Administration Overview
24
Part 1: Service Health
25
Chapter 1: Service Health Overview
26
Service Health Data Flows
26
View-Specific and Cross-View Administration
27
How to Customize Calculations in Service Health
28
How to Manage a New CIT in Service Health - Workflow Scenario
29
Chapter 2: Customizing the Service Health Application
31
How to Customize Service Health Display
31
How to Change the KPI Status Icons
33
How to Customize Top View
34
How to Access an External Application from Top View
37
How to Customize the Watch List Component
38
How to Configure the Business Impact Component
38
How to Customize the Business Impact Calculation Method
40
How to Customize the Changes and Incidents Component
42
How to Set Up a Geographic Map
45
How to Display Geographic Map With Google Earth
46
How to Customize a Virtual Earth Map
48
How to Customize the Maps Applet
48
Chapter 3: Setting up KPIs and HIs
50
Configuring KPIs and HIs - Overview
52
KPI and HI Thresholds
54
How to Define Thresholds for KPIs and HIs
57
Selectors for Metric-Based HIs
59
KPI Trend and History Calculation
59
Persistent Data and Historical Data
61
Create KPIs for Operations and Business User Modes
62
PNR (Point of No Return) KPI Calculation
63
Chapter 4: Working With Health Indicators
65
Health Indicator Definitions
65
How to Create an HI and Trigger an Event When its Status Changes - Use-Case Scenario
66
How to Create an Event Based on CI Status Changes - Use-Case Scenario
69
How to Customize an HI Monitored by SiteScope - Use-Case Scenario
70
Chapter 5: Customizing CI Indicator Settings in a View
Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)
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Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)
84
Customizing CI Context Menus (CI Properties Tab)
94
Customizing the CI Data Over Time Setting (CI Properties Tab)
96
Additional Information: CI Indicators Page
97
Keyboard Navigation - CI Indicators Page
97
Selector Expression Operators - Reference
98
Confirm CI Changes Dialog Box
99
Modified Values Dialog Box
100
Chapter 6: Creating Global Views and Local Impact Views (LIVs) with View Builder
103
Chapter 7: Creating Breakdowns in Local Impact Views
110
Chapter 8: Setting Up a Custom Image
120
Chapter 9: CI Status Alerts Administration
125
SNMP Traps
125
Downtime
126
CI Status Alerts Attached to CIs in Local Impact Views
126
Event Templates for CI Status Alerts
126
How to Configure the CI Status Alert Event Template
126
How to Create a CI Status Alert Scheme and Attach it to a CI
127
How to Configure a Notification SNMP Trap
129
SNMP-Specific Codes
130
Alerts MIB Varbinds
130
CI Status Alerts User Interface
131
CI Status Alerts Page
131
CI Selector Pane
133
Create New Alert Wizard
134
General Page
135
Related Configuration Items Page
137
Templates and Recipients Page
138
Actions Page
140
Summary Page
141
Create New/Edit Executable File Dialog Box
141
New Event Generation Dialog Box
142
Create New/Edit SNMP Trap Dialog Box
143
Create New/Edit URL Dialog Box
144
CI Status Template Repository Dialog Box
145
CI Status Alert Attributes
151
Troubleshooting CI Status Alerts
152
Audit Log
Chapter 10: Customizing KPI and HI Assignments
152
153
Learn About
153
Tasks
154
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UI Description
156
Troubleshooting
170
Additional Information: KPI and HI Assignments
170
Synchronizing Assignments
171
SiteScope Dynamic HI Assignment
171
How Assignments Respond to Manual Changes on a CI
172
How to Modify a KPI Assignment – Use-Case Scenario
172
How to Create a KPI Assignment Using an API Rule – Use-Case Scenario
174
Chapter 11: Customizing KPI Propagation
179
Learn About
179
Tasks
180
UI Description
181
Additional Information: KPI Propagation
186
Best Practice: Multiple Propagations
187
How Propagation Rules are Implemented
187
Chapter 12: Repositories Overview
192
Customizing Repository Elements
193
KPIs, Rules, or Context Menus
193
Health Indicators
193
How to Customize a KPI, Rule, or Context Menu Repository Element
193
How to Create a KPI and Rule – Example
194
Chapter 13: KPI Repository
198
How to Customize a KPI Template in the Repository
198
List of Service Health KPIs
199
How to Attach a PNR KPI to a CI
204
KPIs Repository User Interface
206
KPIs Repository page
206
New KPI/Edit KPI Dialog Box
208
List of Formatting Methods
212
New/Edit KPI Parameter Dialog Box
214
Restore Defaults Dialog Box
215
Chapter 14: Indicator Repository
216
Events and HIs - Overview
216
How the Indicator Repository is Used by APM
217
Mapping SiteScope Severities to HI States
218
How to Create or Edit an HI Template in the Indicator Repository
218
Indicator Repository User Interface
219
Indicator Repository page
219
New Health Indicator/Edit Health Indicator Dialog Box
221
New Indicator State/Edit Indicator State Dialog Box
224
Event Configuration Dialog Box
225
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Chapter 15: Customizing KPI and HI Calculation Rules
229
Customizing Rule Parameters and Thresholds
237
Customizing Tooltips
244
Additional Information - Rules, Tooltips, and Parameters
252
Quarantined Rules
252
List of Rule Parameters
253
List of Tooltip Parameters
258
Chapter 16: Understanding the Service Health Calculation Rules
267
Diagnostics Calculation Rules
267
End User Management Calculation Rules
269
Understanding the EUM Weighted Average Rules
291
No Data Timeout for Transaction CIs
292
General Calculation Rules
293
Understanding the Percentage Rule
301
Understanding the Generic Formula Rule
303
How to Use the Customized Generic Sample Rule – Example
305
How to Use the Customized Generic Sum of Values Over Time Rule – Example
305
How to Use the Generic Two Arguments Rule – Example
306
Integrations Calculation Rules
307
SAP and Siebel Calculation Rules
309
Service Manager Calculation Rules
313
SiteScope Calculation Rules
314
SOA Calculation Rules
321
Chapter 17: Context Menu Repository
328
How to Customize a Context Menu Template in the Repository
328
List of Context Menus
329
List of Context Menu Actions
332
Dynamic URL Parameters
340
List of Pre-Processor Classes
341
List of Post-Processor Classes
345
Context Menu Repository User Interface
351
Context Menu Repository page
351
New Context Menu/Edit Context Menu Dialog Box
353
New/Edit Group Dialog Box
354
Add Actions Dialog Box
355
New/Edit Action Dialog Box
356
Pre-Processor Parameter Details Dialog Box
358
Post-Processor Parameter Details Dialog Box
359
Restore Defaults Dialog Box
359
Part 2: Service Level Management
Chapter 18: Service Level Management Overview
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361
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Chapter 19: Introduction to SLM Administration
362
Tracking Changes With the Audit Log
363
Data Purging
363
Chapter 20: Agreements Manager - Creating SLAs
365
Building SLAs with the SLA Wizard
366
CIs in SLAs
367
Indicators for CIs
371
KPI Domains
372
Maximum Number of KPIs to a CI
372
Maximum number of HIs to a CI
373
Providers and Customers for Services and SLAs
374
Weights for KPI Calculations
374
How to Import Weight Values for CIs
374
SLAs, OLAs, and UCs
376
Manually Changing SLA Content
376
Breakdown by Location for BPM CIs
377
Full Application Breakdown Example
379
Location CI Breakdown Example
379
Exclude Data From a Specific Location Example
380
Multiple Domains Example
383
Configuring SLAs Using SiteScope and EMS Data
384
Imported Transaction Thresholds
385
Six Sigma for SLAs
387
Viewing PNR Data for SLAs in Service Health
388
Permissions for Working with SLAs
388
Recalculation for SLAs
388
Status Alerts for SLAs
389
How to Use SLM to Monitor Your Service Agreements
389
How to Define an SLA in the SLA Wizard - Use-Case Scenario
392
How to Modify an SLA - Use-Case Scenario
405
How to Update Topology Changes to an SLA
413
How to Customize Target Names
413
Agreements Manager User Interface
414
Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box
414
Add KPI for CI/Edit KPI for CI Dialog Box
419
Add New Selector Field/Edit Selector Field Dialog Box
422
Add Outages KPI/Edit Outages KPI Dialog Box
423
Add/Remove Associated Service Offerings Dialog Box
424
Agreements Manager Page
425
Define Recalculation Task Dialog Box
428
Edit Health Indicators in KPI Calculation Dialog Box
429
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Edit Service Offering/CI Offering Selection Dialog Box
430
Fine Tuning Dialog Box
431
Modified Values for <HI/KPI Name> Dialog Box
432
New SLA/Edit SLA Wizard
433
Define SLA Properties Page
433
Select CIs Page
436
Offerings and Calendars Page
438
Configure SLA Indicators Page
439
SLA Summary Page
444
Select Customer Dialog Box
444
Select Provider Dialog Box
445
Selector Expression Operators - Reference
446
Targets Dialog Box
447
Tracking Periods Dialog Box
447
Warning Dialog Box
448
Troubleshooting and Limitations
Chapter 21: Services Manager
449
451
Service Topologies
451
Services Manager Permissions
452
How to Define a Service for an SLA – Use-Case Scenario
452
Services Manager User Interface
456
New Business or Infrastructure Service/Edit Service Dialog Box
456
Related SLAs Dialog Box
459
Services Manager Page
459
Chapter 22: Retroactive SLA Data Corrections
462
How to Schedule Planned and Retroactive Downtime for an SLA
462
How to Define a Data Correction - Examples
465
SLA Data Corrections User Interface
467
CI Selection Dialog Box
468
SLA Data Correction Schedule Dialog Box
468
SLA Data Corrections Page
470
Chapter 23: Service and CI Offerings
472
Predefined Offering Packages
472
Offering Packages in SLAs
473
How to Create or Edit a Service or CI Offering
474
How to Update Offering Package Changes to SLAs
480
Service and CI Offerings User Interface
481
Service and CI Offerings Page
481
Add KPI to Offering/Edit KPI Dialog Box
483
New/Edit Service Offering/CI Offering Dialog Box
483
Troubleshooting and Limitations
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Chapter 24: Indicator Assignments and Propagation
488
Assignments in Service Level Management
488
Understanding Assignments
489
SiteScope Dynamic HI Assignment
490
Validation
490
Propagation Rules
491
How Propagation Rules are Implemented
492
How to Define a KPI or HI Assignment
496
How to Create KPI Assignments on End User Subgroups
498
How to Define a KPI Propagation Rule
499
Indicator Assignments User Interface
500
Assignments Tab
500
Health Indicator Assignments Page
501
KPI Assignments Page
504
Propagation Rules Page
507
Add/Edit KPI Assignments for CI Type Dialog Box
509
Add/Edit KPI to Assignment Dialog Box
513
Add/Edit Health Indicator Assignments for CI Type Dialog Box
516
Add/Edit Health Indicator to Assignment Dialog Box
518
Add/Edit Propagation Rule for CI Type Dialog Box
522
Add/Edit KPI for Propagation Rule Dialog Box
524
Troubleshooting the Assignment Mechanism
Chapter 25: Calendars for SLAs
Updating Calendar Changes to SLAs and Offering Packages
525
526
526
Offering packages
526
SLAs
527
How to Define an SLA Calendar - Use-Case Scenario
527
How to Customize Calendar Default Settings
530
Calendars User Interface
533
Calendars Page
533
New Calendar/Edit Calendar Wizard
534
Calendar Properties Page
534
Calendar Pattern: Weekly Calendar Definition Page
535
Calendar Pattern: Yearly Calendar Definition Page
536
Calendar Pattern: Compound Calendar Definition Page
537
Chapter 26: Outages
538
How an Outage Starts and Ends
538
Outage Categories
539
Outage Categories User Interface
539
Outage Categories Page
539
New Outage Category/Edit Outage Category Dialog Box
540
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Chapter 27: Integration with HPE Service Manager
541
Service Level Management KPIs for System Incidents
541
Use Case Example: Incident HIs During a Single Period
543
Use Case Example: Incident HIs Across Periods
546
Chapter 28: SLA Alerts Administration
548
SNMP Traps
548
How to Define an SLA Alert Scheme
548
How to Configure a Notification SNMP Trap
549
SNMP-Specific Codes
550
Alerts MIB Varbinds
550
SLA Alerts Administration User Interface
551
Create New Alert/Edit Alert Wizard
551
General Page
552
Related SLAs Page
553
Templates and Recipients Page
555
Actions Page
557
Summary Page
558
Create Executable File Dialog Box/Edit Executable File Dialog Box
558
New Event Generation Dialog Box
559
Create SNMP Trap/Edit SNMP Trap Dialog Box
560
Create URL/Edit URL Dialog Box
561
SLA Alerts Page - Administration
562
Troubleshooting and Limitations
Chapter 29: Event Template for SLA Alerts
564
565
How to Configure the Event Template
565
SLA Alert Attributes
565
SLA Template Repository Dialog Box
566
Chapter 30: KPI Repository
573
How to Customize a KPI Template
573
List of Service Level Management KPIs
573
KPI Repository User Interface
577
KPIs Repository Page
577
New KPI/Edit KPI Dialog Box
578
Restore Defaults Dialog Box
580
Chapter 31: Indicator Repository
581
The Indicator Repository in SLM
581
Chapter 32: Business Rule Repository
582
List of SLM Business Rules
583
List of SLM Business Rule Parameters
622
Time-Based and Sample-Based Rule Calculation
626
Enabling PNR (Point of No Return) Display within Service Health
627
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How to Customize a Business Rule Template
628
How to Enable SiteScope Measurement Type Filtering
628
How to Display Advanced Rule Parameters
630
Additional Examples of Business Rule Usage
630
Example of the Value Chain Rule
630
Examples of the EMS Events Availability Rule
631
Example of the HI Availability Rule
631
Examples of the SiteScope Monitor Rule
632
Business Rules User Interface
634
Business Rules Repository Page
634
New Rule/Edit Rule Dialog Box
635
New/Edit Rule Parameter Dialog Box
637
Restore Defaults Dialog Box
638
Part 3: End User Management
639
Chapter 33: End User Management Administration Overview
640
Chapter 34: End User Management General Administration
641
EUM Admin Open API Reference
641
Monitoring Applications
641
Location Threshold Offsets
645
Managing CI Collections in End User Management Administration
645
How to Perform an Advanced Search
646
Predefined Views for End User Management
647
End User Monitors View
647
Application Management View
649
End User Applications View
651
End User Locations View
652
RUM End Users View
653
RUM Servers View
654
Locations View
655
RUM Clients View
656
Searching and Replacing
657
Learn About
657
Tasks
658
UI Descriptions
659
Copying BPM Applications and Business Transaction Flows
664
End User Management Administration User Interface
665
Add CI Collection Dialog Box
666
CI Collection Page
666
CI Properties Page
667
Edit Location Offset Dialog Box
667
Global Replace Wizard
668
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Select Context Page
668
Select and Update Properties Page
669
Properties Pane
669
Values Pane
670
Preview Page
670
Summary Page
671
Location Offset Page
672
Monitoring Page Browse Tab
673
Monitoring Tab
680
Query Repository Page
682
Search Query Wizard
683
Define Query Details Page
683
Select Search Context Page
683
Define Search Criteria Page
684
Summary Page
685
Set New Value Dialog Box
686
Set Query Criteria Dialog Box
687
Update Script Parameters Wizard
687
Update Parameters Page
687
Bulk Edit Script Parameters Dialog Box
689
Excluded Script Monitors and Parameters Page
690
Preview Page
691
Summary Page
692
Troubleshooting and Limitations
693
Chapter 35: Business Process Monitor Administration
694
Monitoring Essential Transactions
694
Editing the Schedule for Business Process Monitor Applications/Business Transaction Flows
695
Enabling Component Breakdown
695
Script Parameter Management
696
Baselines for Business Process Monitor
697
How to Set up Business Process Monitors
698
How to Plan Business Process Monitor Applications
700
How to Zip Scripts
700
Guidelines for Working with QuickTest Professional (QTP) and Unified Functional Testing
(UFT)
701
VuGen Recording Tips
703
Recommended VuGen Run-Time Settings
703
Default Functions at Start of Script
709
Recommended VuGen Script Recording Techniques
709
Business Process Monitor Administration User Interface
711
Add Business Transaction Flow Dialog Box
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Add Data Collectors Dialog Box
712
Add Data Collectors Wizard
714
Select Data Collectors Page
715
Assign Monitors Page
717
Assign Business Transaction Flows Page
718
Assign Data Collectors Page
719
Change Data Collector Settings Page
720
Override Data Collectors Page
721
Summary Page
721
Add Scripts Wizard
722
Add Scripts Page
722
Define Transaction Thresholds Page
725
Assign Data Collectors Page
726
Define Script Parameters Page
727
Business Process Monitor Application Configuration Wizard
729
Application Properties Page
729
Default Transaction Settings Page
731
Set Transaction Monitor Scripts Page
735
Application Data Collectors Page
738
Assign Data Collectors Page
739
Set Transaction Thresholds Page
741
Define Script Parameter Values Page
743
Preview Page
745
Finish Page
746
Business Process Monitor Application Data Collectors Page
747
Business Process Monitor Application Default Settings Page
748
Business Process Monitor Application Properties Page
752
Business Process Monitor Application Reports Configuration Page
755
Business Transaction Business Process Monitor Configuration Page
756
Business Transaction Flow Configuration Wizard
760
Business Transaction Flow Data Collectors Page
760
Business Transaction Flow Properties Page
762
Calculate Suggested Thresholds Dialog Box
769
Edit Data Collector Settings Dialog Box
770
Run Mode Options
773
Edit Script Parameter Dialog Box
774
Edit Script Settings Dialog Box
775
Edit Thresholds Dialog Box
780
Remove Data Collectors Wizard
782
Remove Data Collectors Page
783
Summary Page
784
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Schedule Dialog Box
784
Set Transaction Breakdown Dialog Box
786
Single Transaction Script Dialog Box
787
Unique Data Collector Values Dialog Box
792
Update Version Wizard
793
Update Version Page
794
Define Script Parameters Page
794
Define Transaction Thresholds Page
795
WebTrace Dialog Box
796
Troubleshooting and Limitations
798
Chapter 36: Real User Monitor Administration
800
Getting Started with Real User Monitor
800
Frame Unification
802
Using the URL Builder
803
URL Wildcards
804
Correlating Collected Data with Configured Pages
804
Correlation Algorithm for Multiple URL Matches of Business Critical Pages
807
Host Aliases
807
End-User Groups
808
Exporting and Importing Real User Monitor Configurations
808
Exporting RUM Applications
809
Importing RUM Applications
810
Exporting RUM End User Groups
810
Importing RUM End User Groups
811
Back-end, Web, and VDI Tiers for RUM Applications
811
Dynamic Thresholds for Real User Monitor
814
Limitations in Monitoring IPv6 Traffic with Real User Monitor
815
How to Install Real User Monitor Components
815
How to Discover and Define Real User Monitor Applications
816
How to Discover a Real User Monitor Application - Use-Case Scenario
817
How to Detect and Configure Session IDs
821
How to Configure Application Related Entities
822
How to Load SSL Keys - Use-Case Scenario
823
Transaction Matching
824
Real User Monitor Administration User Interface
827
Action Description Builder
829
Action Dialog Box
832
Action Size Event Dialog Box
834
Action Time Event Dialog Box
836
Add/Edit Web Tier Dialog Box
837
Add End User Group with Real User Monitor Configuration Dialog Box
841
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Application Key Dialog Box
845
Business Transaction Real User Monitor Configuration Dialog Box
846
Business Transaction Real User Monitor Configuration Page
847
Calculate Suggested Thresholds Dialog Box
852
Calculate Suggested Thresholds Wizard
853
Set Calculation Parameters Page
854
Set Threshold Values Page
855
Create Transaction Per Action Dialog Box
856
Description/URL Parameter Dialog Box
856
Edit Performance Event Dialog Box
857
Edit Application Crash Event Dialog Box
858
Edit SOAP Fault Event Dialog Box
859
Edit Stopped Page Event Dialog Box
860
End User Group Page
861
Error Action Event Dialog Box
861
Flow Details Dialog Box
862
Host Alias Dialog Box
863
HTTP/Protocol Error Event Dialog Box
864
Import RUM Applications/End User Groups Configuration Wizard
866
Import Settings Page
866
Summary Page
867
IP Range Dialog Box
868
Location Aware Thresholds Dialog Box
869
Parameter Extraction Dialog Box
871
Real User Monitor Application Actions Page
872
Real User Monitor Application Configuration Wizard
876
Application Properties Page
876
Monitoring Settings Page
877
Summary Page
882
Real User Monitor Application Data Collection Page
882
Real User Monitor Application Events Page
894
Real User Monitor Application General Page
898
Real User Monitor Application Session Page
917
Real User Monitor Application Tiers Page
921
Real User Monitor Location Latency Page
924
Related Transactions and Events Dialog Box
925
Search Area
926
Select Engines Dialog Box
931
Select Probes on Engine Dialog Box
932
Sensitive Data Setting Dialog Box
933
Session Identification Dialog Box
933
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Session Action Event Dialog Box
934
Session Property Dialog Box
935
Session Reset Page Dialog Box
935
Session Unavailable Action Event Dialog Box
936
Text Pattern Event Dialog Box
937
URL Builder
940
User Name Detection Dialog Box
944
Chapter 37: Working with the Script Repository
945
Learn About
945
Tasks
948
UI Descriptions
949
Add Script Dialog Box
950
Check In Dialog Box
951
Folder Content Pane
951
Folders Pane
954
Browse Tab
955
Search Tab
956
Script Operations Dialog Box
957
Script Parameters Dialog Box
957
Script Properties Dialog Box
958
Script Repository Page
958
Script Transactions Dialog Box
959
Script Verification Report
959
Script Versions Dialog Box
960
Search Results Dialog Box
961
Update Version Wizard
962
Select Version to Update Page
963
Update Version Results Page
963
Version Properties Dialog Box
964
Chapter 38: Data Collector Settings
966
Removing a Data Collector
966
HPE BPM Anywhere Service Overview
967
Configuring End User Management Data Collector Licenses
967
Learn About
967
Tasks
970
UI Descriptions
971
Settings User Interface
975
BPM Agents Page
975
BPM Default Settings Page
978
BPM Mobile Devices Page
982
Business Process Monitor Settings Tab
983
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Edit Business Process Monitor Properties Dialog Box
983
Edit Real User Monitor Engine Properties Dialog Box
985
Manage Custom Attributes Dialog Box
988
Real User Monitor Settings Tab
989
RUM Default Settings Page
989
RUM Engines Page
990
Search Results Dialog Box
991
Chapter 39: End User Management Alerts Administration
993
Alerts Suppression
993
Alerts Dependency
994
Downtime
996
How to Create EUM Alert Schemes
996
How to Create EUM Alert Schemes – Use-Case Scenario
997
How to Configure the Alert MIBs
999
How to Configure SMTP Mails
999
How to Define Alerts Dependency
999
SNMP-Specific Codes
1001
Alerts MIB Varbinds
1001
EUM Alerts Administration User Interface
1007
Access URLs Dialog Box
1008
Actions Availability Dialog Box
1010
Actions Response Time Dialog Box
1010
Actions Server Time Dialog Box
1010
Attach Recipients Dialog Box
1011
Alert Frequency Criteria Dialog Box
1012
Alerts Page
1012
Alert Wizard
1018
Trigger Condition Tab
1020
Filters Tab
1037
Actions Tab
1044
Advanced Settings Tab
1047
Average Response Time Dialog Box
1049
Calculated Time Period Dialog Box
1049
Completed Transaction Volume Dialog Box
1051
Data Grouping Dialog Box
1052
Dependencies Dialog Box
1053
Detach Recipients Dialog Box
1054
Event Data Values Dialog Box
1055
Event Frequency Settings Dialog Box
1056
Event Type Indicator Dialog Box
1056
Log Event Dialog Box
1057
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Network Connections Availability Dialog Box
1058
Response Time Dialog Box
1058
Response Time for Specified Percentage of Transactions Dialog Box
1058
Response Time Relative to Threshold Dialog Box
1059
Response Time Relative to Threshold for Specified Percentage of Transactions Dialog Box1060
Run Executable File Dialog Box
1061
Select CI Dialog Box
1063
Select Dependent Alerts Dialog Box
1063
Select Event Categories Dialog Box
1064
Select Filter Dialog Box
1064
Select Recipients Dialog Box
1065
Set Notification Frequency Dialog Box
1066
Target Hosts List Dialog Box
1066
Total Actions Volume Dialog Box
1068
Total Transaction Volume Dialog Box
1068
Transaction Availability Dialog Box
1068
Transaction Gross Response Time Dialog Box
1069
Transaction Net Response Time Dialog Box
1069
Transaction Server Response Time Dialog Box
1069
Troubleshooting and Limitations
Chapter 40: Using the Event Template for EUM Alerts
1070
1071
How to Configure the Event Template
1071
EUM Alert Attributes
1071
Example of an Alert XML Structure
1075
Template Repository Dialog Box
1076
Part 4: System Availability Management
1090
Chapter 41: System Availability Management Administration Overview
1091
Chapter 42: Working with System Availability Management Administration
1092
System Availability Management Administration User Interface
1097
System Availability Management Administration Page
1098
New/Edit SiteScope Page
1104
Sync SiteScopes Wizard
1107
Select Source and Targets Page
1108
Select Types to Sync
1108
Select Instances to Sync
1111
Summary Page
1111
Chapter 43: Configuring SiteScope Integrations
1112
Chapter 44: Connecting SiteScope to an APM Server
1118
Configuring the Connection
1120
Integrating SiteScope Data with APM's Configuration Items
1121
Monitor Types and Topology Reporting
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Reporting Discovered Topologies to APM
Supported Environments
1125
1125
Accessing SiteScope and Build Permissions Model
1126
CI Downtime
1127
Monitors Not Reporting Topology Data By Default
1128
Monitors Reporting CI Per Metric
1129
How to Configure SiteScope to Communicate with APM
1130
How to Configure SiteScope to Send Bulk Data to the Run-Time Service Model
1133
How to Configure Integration Preferences for Inaccessible Profile
1134
How to Connect SiteScope to an APM Server That Requires a Secure Connection
1134
How to Configure Topology Reporting
1135
How to Configure Topology Reporting for a Custom Monitor
1136
How to Configure Custom Topology for a Custom Monitor
1138
Chapter 45: Indicator Assignments
1144
Indicator Mapping Alignment
1146
Indicator Assignments User Interface
1156
Metrics and Indicators Tab
1157
Select Monitor Dialog Box
1159
Add New Monitor Dialog Box
1160
New/Edit Assignment Dialog Box
1161
Import Monitor Indicator Assignments Wizard
1163
Select File to Import Page
1164
Select Monitors Page
1164
Select Type Page
1165
Export Monitor Indicator Assignments Dialog Box
1165
Chapter 46: Monitor Deployment Wizard
Template Reference Table
1167
1176
Siebel Application Server Monitor
1178
Siebel Gateway Monitors
1182
Siebel Web Server Monitors
1183
Template Reference for Siebel
1184
Monitor Deployment Wizard User Interface
1190
Welcome Page
1190
Select CIs to Monitor Page
1190
Templates to CI Type Selection Dialog Box
1191
Enter Required Data for CIs Page
1192
Final Configuration Summary Page
1193
Deployment Results Page
1194
Chapter 47: Global Search and Replace
1196
Global Search and Replace Wizard
Select SiteScope Page
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1202
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APM Application Administration Guide
Select Type Page
1202
Select Subtype Page
1203
Replace Mode Page
1203
Choose Changes Page
1204
Affected Objects Page
1206
Filter Affected Objects Dialog Box
1207
Review Summary Page
1208
Summary Page
1208
Part 5: Service Health Analyzer
1210
Chapter 48: Service Health Analyzer Overview
1211
Getting Started with SHA
1212
Chapter 49: Configuring Service Health Analyzer
1214
Selecting CIs to be Monitored by SHA
1215
How to Select CIs to be Monitored by Service Health Analyzer
1216
CI Selection Tab
1217
Event Template
1220
How to Configure the Service Health Analyzer Event Template
1221
Event Template Tab
1222
Configuring Verification Tools
1227
Service Health Analyzer SiteScope Templates
1228
How to Configure Verification Tools
1229
SiteScope Template Tab
1230
Template Mapping Configuration Wizard
1231
Select CI Type Page
1232
Select Templates Page
1233
Configure Parameters Page
1234
Select Topology Dialog Box
1236
Verification Tools Tab
1237
Service Health Analyzer Statistics Tab
1238
Chapter 50: Advanced SHA Configuration
1240
How to Edit the SHA Metric Selection Metadata Files for Baselining
1241
How To Add and Remove Metric Types in the SiteScope, Diagnostics, and SCOM
Metadata Files
1242
How to Include Dynamic JMX Monitors from SiteScope
1243
How To Add and Remove Metric Types in the BPM and RUM, Metadata Files
1244
How to Reload Analytics Metadata
1246
How to Control the Amount of Data Stored in the Aggregated Database
1248
How to Create a TQL Drilldown
1249
Build a Business CI Model
1250
Integration with HPE Operations Analytics
1250
Chapter 51: Managing SHA Databases
1251
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APM Application Administration Guide
How to Delete Analytics Databases
1251
How to Verify that SHA is Running
1251
Part 6: Reporting in APM
1253
Chapter 52: Report Administration Overview
1254
Chapter 53: Data Aggregation
1255
Understanding Data Aggregation
1255
Aggregated Data in Reports
1255
How to Customize Data Aggregation
1256
Troubleshooting and Limitations
1257
Chapter 54: Data Samples
1258
Special Fields
1258
Data Samples for Service Health
1259
Data Samples for Service Level Management
1260
Data Samples for SiteScope
1262
Data Samples for Business Process Monitor
1270
Data Samples for Real User Monitor
1284
Data Samples for Alerts
1322
Data Samples for SOA
1324
Data Samples for Diagnostics
1328
Data Samples for RTSM
1334
Data Samples for the Custom Query Builder
1335
Chapter 55: Report Log
1336
Report Log Level
1336
How to Set the Report Log Level
1337
Report Log Structure
1337
Part 7: Integrations
1340
Chapter 56: Integrating with Other Applications - Overview
1341
Chapter 57: Diagnostics Integration
1343
Chapter 58: OO Integration Administration User Interface
1344
Run Books Configuration Page
1344
Run Book Mapping Configuration Wizard
1344
Select CI Type Page
1345
Select Run Books Page
1346
Configure Parameters Page
1346
Summary Page
1348
Select Topology Dialog Box
Chapter 59: Application Lifecycle Management Integration Administration
1348
1349
Learn About
1349
UI Descriptions
1352
EMS Integrations
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Understanding Computer, Tickets, or Computer - Running Software Integration Types
1355
How to Integrate Data from Third-Party Sources (EMS Data) into HPE Application
Performance Management
1357
How to Add CITs and Relationships to a Relationship Map
1361
How to Create a Node - Running Software Integration – Use-Case Scenario
1361
EMS Integration Administration User Interface
1364
Add Integration Dialog Box
1364
Edit Integration Dialog Box
1365
CIT Relationships Map Dialog Box
1369
EMS Integrations Admin Page
1369
Send Documentation Feedback
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Application Administration Overview
This guide describes how to configure and administer the following Application Performance Management
applications:
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Service Health. For details, see "Service Health Overview" on page 26.
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Service Level Management. For details, see "Service Level Management Overview" on page 361.
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End User Management. For details, see "End User Management Administration Overview" on page 640.
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System Availability Management. For details, see "System Availability Management Administration
Overview" on page 1091.
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Service Health Analyzer. For details, see "Service Health Analyzer Overview" on page 1211.
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Application Management for SAP, Siebel, and SOA. For details, see:
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Application Management for SAP Administration.
l
Application Management for Siebel Administration.
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Application Management for SOA Administration.
l
Reports. For details, see "Report Administration Overview" on page 1254.
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Integrations. For details, see "Integrating with Other Applications - Overview" on page 1341.
For details on working with Application Performance Management applications, refer to the APM User Guide.
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Part 1: Service Health
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Chapter 1: Service Health Overview
Service Health enables IT staff such as service managers and application support to monitor the
organization's business services and application health, in order to help them understand the impact of
problems and act to restore service operation as fast as possible.
IT operations are usually organized into two separate groups:
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Operations bridge operators act upon events; events are received in a central event console, which
focuses primarily on system problems.
Applications support specialists act upon end-user availability or performance problems with applications.
Application support staff can use one of the Service Health real-time components (Top View, 360° View,
Custom Image, and so on) to monitor application health, or they can be notified about problems by email
alerts or ticket assignments.
By unifying these two monolithic approaches—event management and application management—APM
offers IT operations a single pane of glass covering both the system and end user aspects in a unified method.
APM translates information from system events into Service Health resources, and displays them in the
different Service Health views. In addition, APM sends events to the event browser when thresholds of enduser monitored applications are breached.
The consolidation of the event subsystem and the Service Health subsystems is realized by usage of HIs shared entities that creates a common terminology between event management and application management.
An HI represents a certain measurement of the monitored CI. It may be CPU load for a computer, Real user
performance for a login page, or Value of business process transactions that are under risk.
Service Health Data Flows
The following section describes the Service Health data flows.
1. APM monitoring applications such as Diag, SiS, BPM, and RUM, provide full coverage for monitoring the
IT world. Each monitoring application sends values or statuses of the monitored CI as a metric sample.
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Metrics. BPM and RUM send their data as metric samples.
2. Any measurement within a sample is mapped to an HI, as follows:
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Metric samples channel. An HI is created according to a business rule logic that applies to the CI.
3. After the information from the events or samples is transformed to the relevant HI status, KPIs that are
associated with the HI are calculated based on the KPI rule, and the KPI's calculation scope definition.
Note: Not all HIs contribute to a KPI's status.
All definitions required for performing the above logic are provided out of the box as part of the APM product
content. You can also create or modify HIs, KPIs, or calculation rules to suit your particular needs.
Terminology Related to HIs and KPIs
The following table describes the basic terms related to HIs and KPIs.
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Chapter 1: Service Health Overview
Concept
Description
Event
An event contains data which includes monitoring information about a CI, according to the
rule which triggers the event. The event includes the CI name, the measurement name
(specified as the event type indicator) and the measurement's severity.
Metric
sample
A sample includes metrics reported for one or more measurements of a monitored CI. To
extract information from the sample, the APM Service Health engine executes some logic
(in Java or Groovy) upon the sample string.
HI (health
indicator)
An HI describes the health of a specific measurement, but it also affects the Service Health
calculation for the monitored CI.
HI business
rule
An HI calculation rule or business rule is code written in Java or Groovy; it extracts metric
data from a sample, performs business logic on the metric, and assigns it to the relevant
HI. The rule provides a status (for example Critical) that represents the metric's severity.
KPI (key
A KPI is a higher level indicator than an HI, and it represents an aspect of domain health
performance such as System Performance, System Availability, Application Performance, Application
indicator)
Availability, and so on.
KPI
business
rule
A KPI rule determines how HI statuses are aggregated to calculate KPI status (worst, best,
average, and so on).
KPI
calculation
scope
The scope defines the type of resources that contribute to KPI calculation: HIs and KPIs on
child CIs, HIs only, or KPIs on child CIs only.
View-Specific and Cross-View Administration
Service Health administration includes view-specific administration tasks, and cross-view administration
tasks which affect all views. To access the Service Health administration tabs, select Admin > Service
Health.
View-Specific Administration
You can use Service Health administration to configure the following settings within a specific view:
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CI Indicators. You can attach new KPIs and health indicators to CIs, and edit the KPIs and HIs attached
to CIs. The KPIs and HIs are displayed in Service Health components to help you monitor how well the
business is achieving its objectives, and assess the business impact of problems in your system. For
details, see "Customizing CI Indicator Settings in a View" on page 74.
View Builder. The View Builder enables you to create or edit global views and local impact views. Within
a global view, when you assign a KPI or HI to a CI your changes are reflected in all views which contain
the CI. A local impact view is independent of other views, so that definitions on a CI within a local impact
view have no effect on other views. For details, see "Creating Global Views and Local Impact Views
(LIVs) with View Builder" on page 103.
Custom Image. You can define a custom image to represent a view, and then place CIs within that
image. The Custom Image component in Service Health then displays this view with real-time CI status
icons, in the context of this background image. For details, see "Setting Up a Custom Image" on page 120.
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Chapter 1: Service Health Overview
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CI Status Alerts. You can configure the CI status alert mechanism, which sends alert messages to predefined recipients, and executes actions defined for the alert. Alerts can be sent for specific KPIs or CIs,
based on a pre-defined status change. For details, see "CI Status Alerts Administration" on page 125.
Cross-View Administration
Service Health administration also enables you to configure settings across views, using the following:
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Assignments. When a new CI is added to your monitored system, the assignment mechanism
automatically assigns the appropriate KPIs and HIs to the CI, as well as rules, rule parameters, and
context menus. For details about modifying KPI and HI assignments, see "Customizing KPI and HI
Assignments" on page 153.
Repositories. The repositories provide template definitions for KPIs, HIs, and the business rules used to
calculate these indicators. Many of these definitions can be customized as required by your organization.
For details, see "Repositories Overview" on page 192.
How to Customize Calculations in Service Health
You can customize the way APM calculates information in Service Health on different levels:
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Within a specific view, you can modify KPI and HI settings on one or more CIs.
Within assignment administration, you can modify the automatic KPI and HI assignments and
propagations.
Within the repositories, you can modify the templates or building blocks of Service Health calculation.
For details on these options, see "View-Specific and Cross-View Administration" on the previous page.
The following tasks are optional, and can be performed in any order.
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"Customize KPI and HI definitions within a specific view" below
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"Modify automatic indicator assignments and propagations across views" below
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"Modify template definitions for KPIs, HIs, business rules, and context menus in the repositories" on the
next page
Customize KPI and HI definitions within a specific view
You can manually attach KPIs and HIs to CIs in a view, and edit definitions of KPIs and HIs attached to
specific CIs.
To manually change indictor definitions in a view, Admin > Service Health > CI Indicators. For details, see
"Customizing CI Indicator Settings in a View" on page 74.
Modify automatic indicator assignments and propagations across views
CIs associated with default data sources generally have default KPIs and HIs. For example, Business
Process Monitor, Real User Monitor, and SiteScope CIs that you configure in End User Management
Administration or System Availability Management Administration, all have default KPIs and HIs.
When a new CI is added to the RTSM, the assignment mechanism is automatically triggered. This
mechanism assigns the appropriate KPIs, HIs, and context menus to the CI, based on the CI's CI type (CIT).
To customize assignments, select Admin > Service Health > Assignments. For details, see "Customizing
KPI and HI Assignments" on page 153.
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By default, when a KPI is assigned to a CI the KPI is automatically propagated to the CI's parents.
Propagation rules enable you to define exceptions to the default KPI propagation, and to propagate other
KPIs, the same KPI using a different rule, or no KPIs. For details, see "Customizing KPI Propagation" on
page 179.
Modify template definitions for KPIs, HIs, business rules, and context
menus in the repositories
The repositories provide template definitions for KPIs, HIs, business rules, and context menus, used across
views. Many of these definitions can be customized as required by your organization. You can create or
modify templates for indicators, rules, and context menus, and create new rules using the Rules API.
To customize templates, select Admin > Service Health > Repositories. For details, see:
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"How to Customize a KPI Template in the Repository" on page 198.
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"How to Create or Edit an HI Template in the Indicator Repository" on page 218.
"Customizing KPI and HI Calculation Rules" on page 229. (For details on creating rules, see Creating
Rules with the Rules API in the APM Extensibility Guide.)
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"How to Customize a Context Menu Template in the Repository" on page 328.
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How to Manage a New CIT in Service Health Workflow Scenario
In the following scenario, John (an APM administrator) has added a new CI type to his monitored system. He
is now configuring how Service Health monitors this CIT.
Note: This scenario provides a high-level workflow to illustrate various aspects of Service Health
customization. Many of the steps are optional, and can be performed in a different order.
1.
John creates new indicator templates for his CIT.
John uses the repositories to create a new KPI, HI, business rule, and context menu relevant for the new
CIT. These indicators will then be assigned to all CIs with the new CIT, and will be calculated using the
new rule; the CIs will have the menu options John defines in the repository for the CIT. For details, see:
2.
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KPI. "How to Customize a KPI Template in the Repository" on page 198.
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HI. "How to Create or Edit an HI Template in the Indicator Repository" on page 218.
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Business rule. "How to Customize a Business Rule Template in the Repository" on page 231.
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Context menu. "How to Customize a Context Menu Template in the Repository" on page 328.
He then modifies KPI and HI assignments.
Within the Assignments tab, John now performs two types of tasks:
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He creates assignments for the new CIT so that relevant predefined KPIs and HIs are automatically
assigned to all CIs with this CIT.
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He also edits existing assignments on other CITs, so that they are assigned with the new KPI and HI
he created in the repository.
For details on customizing assignments,see "Customizing KPI and HI Assignments" on page 153.
3.
John creates a local impact view with a breakdown.
The new CIT will be displayed in a number of existing views, but John also wants to create a view which
will include the new CIT, and calculate its indicator values based on a breakdown by location.
John creates a local impact view where the CIT’s indicators are calculated differently than in the global
views, and he creates a breakdown in this view so the CIT is displayed by location.
For details, see:
4.
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"Creating Global Views and Local Impact Views (LIVs) with View Builder" on page 103
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"Creating Breakdowns in Local Impact Views" on page 110
Finally, John modifies KPI and HI definitions on CI instances.
Within the CI Indicators tab, John opens a view, and selects specific CI instances within that view. He
then manually edits definitions of the KPIs and HIs that are attached to those CIs. For details, see
"Customizing CI Indicator Settings in a View" on page 74.
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Chapter 2: Customizing the Service Health
Application
The Service Health application components are described in "Monitoring your Environment with Service
Health" on page 1 in the APM User Guide. To access the Service Health application components, select
Application > Service Health.
The following sections describe how to customize the Service Health application components such as Top
View and Watch List:
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"How to Customize Service Health Display" below
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"How to Change the KPI Status Icons" on page 33
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"How to Customize Top View" on page 34
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"How to Access an External Application from Top View" on page 37
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"How to Customize the Watch List Component" on page 38
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"How to Configure the Business Impact Component" on page 38
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"How to Customize the Business Impact Calculation Method" on page 40
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"How to Customize the Changes and Incidents Component" on page 42
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"How to Set Up a Geographic Map" on page 45
How to Customize Service Health Display
You can customize the way information is displayed in Service Health. The following tasks are optional, and
can be performed in any order.
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"Create or modify global views or local impact views" below
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"Create a custom image to represent your monitored environment" on the next page
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"Configure CI status alerts for a view" on the next page
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"Modify the maximum length of CI names" on the next page
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"Modify the maximum number of CIs to be displayed in Service Health" on the next page
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"Modify the Service Health tabs refresh rate" on the next page
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"Customize tooltips and icons" on page 33
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"Customize the timestamp" on page 33
Create or modify global views or local impact views
The View Builder enables you to create or edit global views and local impact views. Within a global view,
when you assign a KPI or HI to a CI your changes are reflected in all views which contain the CI.
A local impact view is independent of other views, so that indicator definitions on a CI within a local impact
view have no effect on other views.
To create or modify global views or local impact views, access Admin > Service Health > View Builder.
For details, see "Creating Global Views and Local Impact Views (LIVs) with View Builder" on page 103.
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Chapter 2: Customizing the Service Health Application
Create a custom image to represent your monitored environment
You can define a custom image to represent a view, and then place CIs within that image. The Custom Image
component in Service Health will then display this view with real-time CI status icons, in the context of this
background image. The custom image can be useful for representing data centers, geographical distribution of
IT resources, and so on.
To create a custom image, access Admin > Service Health > Custom Image. For details, see "Setting Up
a Custom Image" on page 120.
Configure CI status alerts for a view
You can configure the CI status alert mechanism, which sends alert messages to pre-defined recipients, and
executes actions defined for the alert. Alerts can be sent regarding specific KPIs or CIs, based on a predefined status change.
To configure CI status alerts, access Admin > Service Health > CI Status Alerts. For details, see "How to
Create a CI Status Alert Scheme and Attach it to a CI" on page 127.
Modify the maximum length of CI names
To change the default length (40 characters) of the CI name, select Admin > Platform > Setup and
Maintenance > Infrastructure Settings, choose Applications, select Service Health Application, and in
the Service Health Application - Service Health Layout Properties table, modify the CI name maximum
character length entry. When the CI name is longer than this value, it is shortened in the display and a tooltip
displays the complete name.
Modify the maximum number of CIs to be displayed in Service Health
To change the default number of CIs that can be displayed in a view, select Admin > Platform > Setup and
Maintenance > Infrastructure Settings, choose Applications, select Service Health Application, and in
the Service Health Application - Service Health Layout Properties table, modify the Displayed CI limit entry.
Default is 3000.
Note: This limit is independent of the number of CIs actually displayed by a filter. The limit is the number
of CIs that can be in a view.
Modify the Service Health tabs refresh rate
You cannot modify refresh rates of the out-of-the-box pages; however you can create custom pages with the
components you need, and modify their refresh rates using the Component Menu button on the component
toolbar. Select Preferences, and change the refresh rate as needed.
While reloading, the following message is displayed in the top right corner of the screen: The model has
changed. Reloading... After reloading is complete, the following message is displayed in the top right corner
of the screen: <Component> has been updated with model changes. Last Update in the bottom left
corner of the screen indicates the last time an update of the top view was reloaded.
When you open a Service Health tab for a view tree with a large infrastructure, you may experience a short
delay while Service Health builds the view.
Tip: Within the Top View, Topology Map, and Hierarchy components, if there have been major changes
in the model and new CIs are discovered over an extended period of time, every 5 seconds the view is
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Chapter 2: Customizing the Service Health Application
rebuilt. This stops when all the CIs are discovered. To prevent this, change the refresh rate to a higher
value (for example, every 5 minutes). However, note that statuses are not updated until the next refresh
occurs.
Customize tooltips and icons
You can customize some aspects of the user interface.
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Modify Tooltip Colors. By default, the tooltip body color is white, and the border color is blue. To change
the default colors, edit the entry CI Tooltip Body Color Property or CI Tooltip Border Color Property
in the Service Health Application - Tooltip Properties table.
Modify Tooltip Font Size. The size of the fonts in tooltips is 8 by default. To change the default font size,
edit the Top View Tooltip font size entry in the Service Health Application - Tooltip Properties table.
Modifying Tooltip Colors for Specific KPIs. A KPI tooltip border and header have a default color that
you can modify, per KPI. For details, see "KPI Parameters Area" on page 211.
Specifying a Different Icon Set. A different icon is used for each KPI status. You can replace the KPI
status icons displayed in the Service Health application components, as well as the Trend and History
icons. For details, see "How to Change the KPI Status Icons" below.
Note: The following formats are supported for custom icons: .png, .jpg and .gif.
Customize the timestamp
Service Health uses the timestamp of the database machine hosting the APM database. The times displayed
in the tooltips reflect the time zone setting on that computer. If you customize the time zone setting in APM
using the Admin > Personal Settings > User Account option, then the customized time zone is also used
in Service Health.
How to Change the KPI Status Icons
If you want to customize the KPI status icons, create a new set of icons and, where applicable, add your
icons to the appropriate directories and redirect the KPI's status parameters to those icons or replace the
default icons with your customized icons using the same names.
Note: The following formats are supported for custom icons: .png, .jpg and .gif.
The recommended size for an icon is 16x16 pixels.
For details on the default icons, see KPI Status Colors and Definitions in the APM User Guide.
Change the KPI status icons
You can do one of the following:
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Add your icons to the appropriate directory and specify their names in each one of the status parameters
for the KPIs. For details on the user interface, see "New KPI/Edit KPI Dialog Box" on page 208.
Replace the icon or icon set with the customized icons and give them the names of the default icons.
To find the location of the icon you want to replace, right-click the icon in the appropriate tab in Service
Health, select Properties, and view the icon's location in the Address (URL) field.
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Make sure that you replace the icons set in the following directories:
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<Gateway root directory>
\AppServer\webapps\site.war\bam\pages\images\gui\indicator
<Gateway root directory>
\AppServer\webapps\site.war\images\gui\indicator
Change the Trend and History status icons
You cannot change the names of the trend and history icons that appear in the Top View tab. To customize
those icons, you can only replace the default images with your customized images.
The directory where the Trend and History Status icons are located is:
<Gateway root directory>\
AppServer\webapps\site.war\static\dash\images\indicator
For details on the Trend and History icons, see "KPI Trend and History Calculation" on page 59.
Change the Top View status icons
You cannot change the names of the Top View icons. To customize those icons, you can only replace the
images with your customized images.
The directory where the icons are located is:
<Gateway root directory>\AppServer\webapps\site.war\
bam\pages\images\icons\dimensionIcons
The location of a specific icon uses the following naming scheme:
dimensionIcons/<kpi_id>/<status_id>.gif where <status_id> is the value specified in the From field of the
status parameter defined for the KPI. For example: the value of the From field of the OK (green) status is 20
therefore the icon for the Availability KPI is located at: dimensionIcons/7/20.gif. For details on the user
interface, see "New/Edit KPI Parameter Dialog Box" on page 214.
For details on the status icons, see KPI Icons in Service Health in the APM User Guide.
How to Customize Top View
For an overview of Top View, see "Top View" on page 1 in the APM User Guide.
To customize the Top View display, select Admin > Platform > Setup and Maintenance > Infrastructure
Settings:
1. Select Applications.
2. Select Service Health Application.
3. In the Service Health Application - Top View Properties area, modify the entries as described in the
following sections.
This section includes the following:
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"Customize Top View colors, CI spacing, or layout" on the next page
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"Customize CI or KPI display options in Top View" on the next page
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"Customize mouse actions" on page 36
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"Customize Top View background image" on page 36
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"Change the number of CI levels displayed in Top View" on the next page
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"Set debug log levels" on the next page
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"Define an independent refresh rate" on the next page
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"Define the search depth level" on page 37
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"Define the CI status level for the Problematic CI Subtree" on page 37
Customize Top View colors, CI spacing, or layout
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Text Color. You can improve readability or customize Top View by changing the color of the CI name text
in Top View. Edit the Text Color Property setting as needed; you can use the #RRGGBB format in
hexadecimal, or type a color name. You can type one of the following color names: Black, Silver, Gray,
White, Maroon, Red, Purple, Fuchsia, Green, Lime, Olive, Yellow, Navy, Blue, Teal, Aqua.
Distance between CIs. CIs are arranged in Top View with a maximum distance between each pair of CIs,
using an internal calculation. To increase the maximum distance between CIs, increase the value of the
Maximum distance between CIs setting; to decrease the maximum distance, lower this value.
Layout. By default, the parent CI is displayed above the child CIs and the child CIs are close to the bottom
part of the Top View component. Edit the Graph Layout setting to modify layout as follows:
Type of Layout
Description
BOTTOM
Default. The parent CI is above the child CIs.
LEFT
The child CIs are to the left of the parent CI.
RADIAL
The child CIs are distributed around the parent CI in a circle.
RIGHT
The child CIs are to the right of the parent CI.
TOP
The parent CI is below the child CIs.
Customize CI or KPI display options in Top View
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Maximum CIs. By default, the maximum number of CIs that can be displayed in a Top View is 3000. To
modify, edit the Maximum number of CIs setting.
Number of KPIs. When you select a CI in Top View, its KPIs are displayed. To change the number of
KPIs displayed for a selected CI, edit the Maximum number of KPIs displayed for a CI setting.
HI Display. By default, CIs are not shown with their HI icons, but you can change this using the toolbar
setting: Display Options > Show HI Icon. To change whether HIs are shown by default, edit the Show HIs
setting.
KPI Display. By default, CIs are not shown with their KPI icons, but you can change this using the toolbar
setting: Display Options > Show KPI Icons. To change whether KPIs are shown by default, edit the Show
KPIs setting.
CI Display Order. By default, CIs are displayed in alphabetical order from A (left) to Z (right). To reverse
this display order, edit the CI Display Order sort setting.
Hide Root CI. You can choose whether to show or hide the view root CI when a view has a single CI
under the view root CI. To hide the view root CI, define the Hide the view root in Top View setting as
True.
Display CI weights. By default, CIs are not weighted (weight = 1). Adding a weight to a CI is done in IT
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Universe administration; for details see "New CI/New Related CI Dialog Box" in the Modeling Guide). To
show/hide CI weights in CI tooltips, edit the Show weight property in tooltip setting.
Customize mouse actions
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Centering a CI. By default, when you double-click a CI, Top View centers on that CI. You can modify this
centering action using the Mouse action for centering CI setting.
Expand/Collapse a CI. By default, you collapse or expand a CI using the +/- icons on the CI. You can
modify this expand/collapse action using the Mouse action for Expand/Collapse CI tree setting.
Showing CI details. By default, Top View shows CI details when you click or double-click a CI. You can
modify this using the Mouse action for showing CI information box setting.
Customize Top View background image
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Default Background. By default, Top View is displayed with a graphic background. To disable this
background, modify the Default Background Visibility setting.
Background Color. If you disable the default background, you can modify the background color using the
Background Color Property setting.
Custom Background Image. You can define your own image to be used as the background for Top View
(whether replacing the default background, or overlaid above it). The image file must be a gif, jpg, or png,
and the file name may not include blank spaces. Save the image in <Gateway Server root
directory>/AppServer/webapps/site.war/images/topview, and enter the image file name in the
Custom Background Image Name setting.
Custom Background Layout. If you are using a custom background image, you can set it to be located
in the upper left corner (for example if you are using your corporate logo), or stretched across the Top View
page. Edit the Custom Background Image Layout setting as needed.
Change the number of CI levels displayed in Top View
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Initial Display. By default, Top View component opens with four levels of CIs; you can then expand a CI
at the fourth level and see its children. To modify the number of levels displayed when you open Top View,
edit the Initial Number of Levels value.
Expanded CI Display. To modify the number of CI levels displayed when you drill down in a CI (using the
Expand More Levels context menu action or the +/- button), edit the Expand Number of Levels setting.
Problematic Subtree Drilldown. To modify the maximum number of CI levels displayed when you drill
down in a CI using the Problematic Sub-tree context menu action, edit the Problematic Subtree
Number of Levels setting.
Set debug log levels
To define the default log level used to debug Top View, edit the Log Level entry. Log messages are printed to
the Java console and to the log files.
You can change the log level within the application, using Ctrl-Alt-L to control the client log debugging
mechanism. Note that this debug level is reset to default when you exit Top View.
Define an independent refresh rate
In rare cases, if an APM client is loaded with many Top View pages running concurrently in MyBSM, and you
have been logged on for an extended period of time, an out of memory issue can cause the browser to freeze.
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You can set Top View refresh independent of other components, using the Top View Independent Refresh
infrastructure setting (set to True). This sets Top View to refresh independent of other components,
preventing potential out of memory issues.
Note that if you set the Top View Independent Refresh setting to True, you can no longer modify the refresh
rate in the Component menu.
Define the search depth level
You can define the maximum number of levels that are used to search for a CI. CIs that are outside the
defined search depth level will not be found. To define the search depth level, edit the Maximum number of
search levels entry. You can enter a number between 10 and 100. The default value is 10.
Define the CI status level for the Problematic CI Subtree
To define the CI status level that will appear in the Isolation Flow Tree, set the value for the Worst status for
Isolation Flow Tree settings. Possible values are: 0 (critical only), 5 (critical, major), 10 (critical, major,
minor), 15 (critical, major, minor, warning).
CIs of the status level you select appear in the Problematic CI Subtree.
How to Access an External Application from Top View
You can configure Service Health Top View so that a user can open an external application from the right-click
menu. (For an overview of Top View, see Top View in the APM User Guide.)
Note: You can also create a generic context menu action that opens a new window with specified
parameters, which will be available to all Service Health components. For details, see "How to
Customize a Context Menu Template in the Repository" on page 328.
1.
Specify the URL of the external application
The Open in New Window option calls the specified URL in another window and supplies it with the
values of the parameters you specified in the URL. The URL page uses the values of the parameters to
display what is necessary.
To specify the URL of the external application, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings, choose Applications, select Service Health Application, and locate the
Open New Window URL entry in the Top View Properties table. Enter the appropriate URL:
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Enter the URL of the application.
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Enter a dynamic URL that can be used, for example, to integrate external tools with APM.
Use the following syntax (HTTP GET format):
http://<URL>?nodeName=NODE.NAME&nodeId=NODE.ID
&nodeStatus=NODE.STATUS&nodeParentId=NODE.PARENTID
&nodeChildId=NODE.CHILDIDS
Use only the parameters you need in any combination. For details about the parameters, see "Dynamic
URL Parameters" on page 340.
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For example:
http://<URL>?nodeName=NODE.NAME&nodeParentId=NODE.PARENTID
adds the CI name and the ID of the parent CI to the URL.
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To reset the URL to the default (empty), click Restore Default.
Note:
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The change takes place after you restart the browser.
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You must disable your browser's pop-up blockers to open a window with the external
application.
Attach the Open in New Window context menu item to the Top View
context menu
2.
By default, the Open in New Window option does not appear in the context menus in Top View. To
enable it you must assign it to the Top View context menu.
a. Select Admin > Service Health > Repositories > Context Menus, and open the Top View
context menu for editing.
b. Select the Show group, click Add Action, and select Open in a new window. Save your change.
Result
3.
The Open in New Window option is added to the right-click menu available in Top View.
How to Customize the Watch List Component
Within the infrastructure settings, you can customize the maximum number of CIs in a Watch List, or its
refresh timeout setting. (For an overview of the Watch List component, see Watch List in the APM User
Guide.)
To customize the Watch List settings, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings:
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Select Applications.
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Select Service Health Application.
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In the Service Health Application - Watch List area, modify the following options.
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Max number of CIs. The maximum number of CIs that can be added to a Watch List page.
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Refresh Request Timeout. The number of milliseconds before Watch List will time out.
How to Configure the Business Impact Component
Within the Business Impact component, a bar icon indicates each CI's business impact, using a rating from
zero (no impact) to 5 (high impact). For an overview of the component, see Business Impact Component in
the APM User Guide.
Within the monitored environment represented by the RTSM, a CI can impact business entities and SLAs,
either via a direct Impact link to them, or if one of the CI's ancestors is a business entity or SLA. If a CI
impacts another CI, all its descendants also impact the CI.
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How to Display the Business Impact bar in Service Health Application
Components
By default, the Business Impact bar is not displayed in the Service Health application components. To display
the bar, select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select Service Health Application.
3. In the Service Health Application - Business Impact area, modify the Display Business Impact Bar
parameter (default=false).
How to Modify which CI Types are Monitored
By default, the Business Impact component shows the following CI types (CITs), if they are have an Impact
relationship with the selected CI: Business Services, Business Processes, and Applications. To modify
which CITs are monitored, perform the following:
1. Select Admin > RTSM Administration > Modeling Studio. In the Modeling > Resources tab,
select Queries, and open the SearchForBusinessImpact query.
Within this query, the ITU_Triggered node represents the CI selected in a view, and the Business_
Element node represents the CITs which can be impacted by this CI.
2. Right-click the Business_Element node and select Query Node Properties to open the Query Node
Properties dialog box.
3. Within the Attribute tab, modify the query to add or remove CITs. When modifying the query, use an Or
relationship between CIs, rather than an And relationship. For details, see "Define a TQL Query" in the
Modeling Guide.
Do not change the name of the SearchForBusinessImpact query, or the name of the ITU_Triggered
node.
Note: The changes you make are also reflected in the Business Impact Report. For example, if you add a
CIT to be displayed in the Business Impact component, this CIT also appears in the Business Impact
Report. For details on this report, see Business Impact Report.
How to Modify Which CI Relationships are Monitored
By default, the Business Impact component shows Business Services, Business Processes, and Application
CI types (CITs), if they are have an Impact relationship with the selected CI. To modify which relationships
are displayed, perform the following :
1. Select Admin > RTSM Administration > Modeling Studio. In the Resources tab, select Queries,
and open the SearchForBusinessImpact query.
2. Right-click the Virtual Compound relationship (right-click on the arrow itself) and select Edit
Compound Relationship. Within the Add/Edit Compound Relationship dialog box, modify the
relationships monitored by the query. For details, see "Compound Relationship" in the Modeling Guide.
Note: The changes you make are also reflected in the Business Impact Report. For details on this report,
see Business Impact Report.
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How the Business Impact Rating is Calculated
The business impact rating can be calculated based on the following metrics:
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The criticality of the impacted business CIs, as defined by the Criticality attribute on these CIs.
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The number of business services impacted by the CI.
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The number of SLAs impacted by the CI.
If you choose to use the criticality factor only, the impact is calculated as follows: Within the RTSM, each
business CI can have a BusinessCriticality attribute defined, with a value of 1-5. If a CI has an impact on
one or more CIs that have this attribute defined, the CI's business impact rating is the highest criticality of the
CIs that it impacts.
For example, if CI-a has Impact links to CI-b and CI-c, and these two CIs have a criticality of 1 and 3
respectively, the business impact rating for CI-a displayed in the Business Impact component is 3, based on
the highest criticality of the CIs that it impacts.
You can also choose to calculate the rating based on the number of impacted business entities or SLAs. For
example, if you choose SLAs only, the rating is based on the number of SLAs a CI impacts, divided by the
number of SLAs in the RTSM. This is then translated to a rating of 1-5. For example, if a CI impacts 2 SLAs
out of 10 SLAs in the model, (20% of the SLAs), this translates to a rating of 1 (out of 5) on the business
impact rating scale.
Customizing the Business Impact Rating
You can customize how the business impact rating is calculated by:
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Including or excluding any of the above metrics (criticality, number of business CIs, or SLAs) in the
calculation.
Calculating criticality based on average criticality, or highest criticality (default).
Assigning each metric a specific weight; for example, you can make one of the metrics more significant in
the calculation than the others.
Assigning thresholds to the metrics that count business entities and SLAs, so that instead of calculating
based on simple average, different values are used.
For example, if you choose to calculate the rating based on the number of impacted SLAs, and a CI impacts
2 SLAs out of 10 SLAs in the model, the CI has a rating of 1 (out of 5) on the rating scale.
However, you can define custom thresholds so that if a specific number of CIs or SLAs are impacted by a
CI, this is mapped to a specific rating (for example, 5 CIs can be mapped to a rating of 3), helping you to
define the rating system to fit your needs.
These customizations are defined within an XML file in the infrastructure settings, as described in "How to
Customize the Business Impact Calculation Method" below.
How to Customize the Business Impact Calculation
Method
By default, the business impact rating is based on the criticality of impacted business CIs, and the number of
impacted business CIs and SLAs. You can assign each of these metrics relative weights and thresholds. For
an overview of this rating system, see "How to Configure the Business Impact Component" on page 38.
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To customize how the business impact rating is calculated, access the following: Admin > Platform >
Setup and Maintenance > Infrastructure Settings > Applications > Business Impact Service.
Open the Configuration XML file for editing by clicking the pencil icon. Within the XML file, each section
beginning with <metric class= defines one of the calculation options, as follows:
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id="BasedOnNumOfBusinessEntities" defines the parameters used to calculate CI impact, based on
the number of business CIs that a CI impacts.
id="BasedOnNumOfSLAs" defines the parameters used to calculate CI impact, based on the number of
SLAs that a CI impacts.
id="BasedOnCriticality" defines the parameters used to calculate CI impact, based on the criticality of
the business CIs that a CI impacts.
You can perform the following customizations to modify how the ratings are calculated.
Define which metrics are used in the calculation
Within one of the lines beginning with metric id, locate the string weight="<value>". If this value is zero, the
metric is not used in calculating the rating; if this value is 1, the factor is used to calculate the rating.
For example, by default: id="BasedOnNumOfSLAs" ruleId="1" weight="1">. This means that the number
of SLAs that a CI impacts is included in the business impact rating.
Modify these weights to include (1) or exclude (0) specific metrics in the calculation.
Calculate based on highest degree of criticality or on average criticality
By default, the business impact rating is based on the highest degree of criticality of the impacted business
CIs. You can modify which rule is used to calculate the rating based on criticality, and use average criticality
instead.
Locate the line with id="BasedOnCriticality" ruleId="1". The string ruleId="1" defines that the highest
degree of criticality is used to calculate the rating.
To calculate the rating based on the average criticality of business CIs that are impacted by the CI, modify
this to ruleId="3".
Define relative weights for each of the metrics used in the calculation
If you include more than one metric in the calculation, you can assign relative weights to each metric.
Within one of the lines beginning with metric id, locate the string weight="<value>". This value defines the
relative weight of each metric in the overall calculation, so that if you define the weight of one metric as 1, and
of another metric as 2, the first metric defines 1/3 of the overall rating and the second metric defines 2/3 of the
overall rating.
For example, suppose you define that ratings are based on criticality with a weight of 5, and on the number of
SLAs with a weight of 2. If a given CI's rating based on criticality alone would be 4, and based on SLAs alone
would be 1, the overall rating is calculated as (4x5) + (1x2) / 7 = 3.14. The business impact rating is therefore 3
(medium).
Assign thresholds to the metrics that count impacted business CIs and
SLAs
By default, if you choose to calculate the rating based on the number of impacted business CIs or SLAs, the
rating is based on the percentage of impacted CIs from the total number of relevant CIs in your environment.
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For example, if a CI impacts 2 SLAs out of 10 SLAs in the model, the CI has a rating of 1 (or 20% on the rating
scale of 1 to 5).
You can define custom thresholds so that if a specific number of CIs or SLAs are impacted by a CI, this is
mapped to a specific rating, as follows:
1. Within the XML file, locate the metric for which you want to define thresholds, either in the section metric
id="BasedOnNumOfBusinessEntities" (based on the number of business CIs that a CI impacts), or in
id="BasedOnNumOfSLAs" (based on the number of SLAs that a CI impacts).
2. Within the area headed <thresholds>, define thresholds according to the following format:
<threshold value="<number of impacted CIs>" valueMapping="<rating percentage mapped to
this threshold value>" />
For example, suppose you define thresholds as follows:
- <thresholds>
- <!-<threshold value="1" valueMapping="20" />
<threshold value="2" valueMapping="40" />
<threshold value="3" valueMapping="60" />
<threshold otherwise="80" />
-->
</thresholds>
This means that if a CI impacts one CI, its business impact is mapped to 20%, giving it a rating of 1 (out of
5). If this CI impacts 2 or 3 CIs, it rating is 2 or 3 respectively. If the CI impacts more than 3 CIs, it is
mapped to 80%, with a rating of 4.
Note that this mapping defines the business impact rating, independent of the total number of business
CIs or SLAs in your environment.
How to Customize the Changes and Incidents
Component
The following section describes how to customize which CIs have related requests for change and incidents
displayed in the Changes and Incidents component, and in the Hierarchy component drill-down. For an
overview, see Changes and Incidents Component in the APM User Guide.
By default, incidents and requests for change are displayed for the following CI types: Business Service,
Siebel Application, Business Application, Node. If you want to view change and incident information for other
CITs, perform the following procedure:
1. Within Admin > RTSM Administration > Modeling Studio, copy one of the TQLs within the Console
folder, and save your copy with a new name. These default TQLs perform the following:
TQL name
Description
CollectTicketsWithImpacts
Retrieves Service Manager incidents for the selected CI,
and for its child CIs which have an Impact relationship.
CollectTicketsWithoutImpacts
Retrieves Service Manager incidents for the selected CI.
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TQL name
Description
CollectRequestForChangeWithImpacts
Retrieves Service Manager requests for change, for the
selected CI, and for its child CIs which have an Impact
relationship.
CollectRequestForChangeWithoutImpacts
Retrieves Service Manager requests for change, for the
selected CI.
2. Edit the new TQL as needed. You can add CITs as described in "Naming constraints for new TQLs"
below.
3. Access Admin > Platform > Setup and Maintenance > Infrastructure Settings:
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Select Applications.
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Select Service Health Application.
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In the Service Health Application - Hierarchy (360) area, enter the name of the new TQL you have
create in the corresponding infrastructure setting.
Note that by default these infrastructure settings contain the default TQL names. If you enter a
TQL name that does not exist, the default value will be used instead.
After you modify the infrastructure setting, the new TQL will be used, and the Changes and Incidents
component will show this information for the CITs you have defined.
Naming constraints for new TQLs
The following naming constraints should be followed in the request for change without impact TQL (see the
TQL example below, on the right side of the image):
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The request for change CI type should start with directPlannedChange.
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The CI type related to the request for change should start with trigger.
The following naming constraints should be followed in the request for change with impact TQL (see the TQL
example below, on the left side of the image):
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impacterPlannedChange represents the request for change CI type.
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The CI type related to the request for change should start with impacter.
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triggerITUniverse represents the "impacted" child CIs.
Examples of request for change TQLs:
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The following naming constraints should be followed in the incidents without impact TQL (see the TQL
example below, on the right side of the image):
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The incident CI type should start with directITIncident.
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The CI type related to the incident should start with trigger.
The following naming constraints should be followed in the incidents with impact TQL (see the TQL example
below, on the left side of the image):
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impacterITIncident represents the incident CI type.
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The CI type related to the incident should start with impacter.
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triggerITUniverse represents the "impacted" child CIs.
Examples of incident TQLs:
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How to Set Up a Geographic Map
This section describes the processes to view real-time status indicators in a geographic map, and gives
examples. For an overview of the component, see Geographic Map in the APM User Guide.
1.
Setup requirements for the Map applet
The Maps applet requires that the latest recommended version of the JRE plug-in be installed on the
client machine (see Client Requirements for Viewing APM in the APM System Requirements and
Support Matrixes).
The city names use UTF8 format. If HPE Application Performance Management is working with a
Microsoft SQL Server, or an Oracle Server that is not configured for UTF8 support, non-English
characters are displayed as empty square brackets [ ].
2.
Assign a geographical location to the appropriate CIs
To view the real-time status indicators corresponding to a view's CI on the map, you must assign a
geographical location to the relevant CIs in the view.
Note: This step is not required for CIs where location (longitude and latitude) and KPIs are already
defined. For example, in the End User Locations view where a Real User Monitor Agent is running,
locations are already assigned to the CIs.
a. Select Admin > RTSM Administration > Modeling > IT Universe Manager.
b. Select a CI in the topology map or Model Explorer. From the CI's menu commands, choose Relate
to CI.
c. In Model Explorer, open the Locations view and select the location to which the CI will be assigned.
d. Click the Relationship button, select the Membership link, and define the Membership link
direction from the location (Target CI) to the CI (Source CI). Click Save.
3.
Select the display technology
You can display a geographic map using Virtual Earth, a Maps applet, or Google Earth.
a. Select Admin > Platform > Setup and Maintenance > Infrastructure Settings.
b. Select Applications.
c. Select Service Health Applications.
d. In the Service Health Application - Maps Management Properties table, perform the following
(depending on which display you want to use):
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Virtual Earth. If you have an Internet connection, use Virtual Earth to display the geographic
map. Locate the Use Virtual Earth entry, and set the property value to true. This is the default.
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Maps Applet. If you do not have Internet access, use the Maps applet to display the geographic
map. Locate the Use Virtual Earth entry, and set the property value to false.
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Google Earth. If you have Internet access, you can use Google Earth to display the geographic
map. By default, the Export to Google Earth button appears in the Geographical Map
component. To remove this button, locate the Enable Export to Google Earth button entry and
set the property value to false (the default is true).
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Note to HPE Software-as-a-Service users: The Export to Google Earth button is not
available when working with HPE Software-as-a-Service.
4.
Assign a geographic map to a view
Assign a map to a view by selecting a view in the Geographical Map and saving the map.
To assign a geographic map to a view, open the Geographical Map component. By default, this opens
together with the View Selector component. Select the appropriate view in the View Selector, and click
Save.
If you assigned geographical location to a view's CIs, the corresponding status indicators are displayed
on the map as soon as you assign a map to the view.
Note: To remove CI icons from the map, you must delete their geographical location.
5.
Refine the geographic map
You can also refine the geographic display depending on the type of display you have selected. You can:
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6.
Adjust the geographical map using the elements described for each type of map. For details, see
Geographic Map.
Customize the map. For details on Virtual Earth, see "How to Customize a Virtual Earth Map" on page
48. For details on the Map Applet, see "How to Customize the Maps Applet" on page 48.
Save changes
When you finish adjusting the map to fit your needs, click the Save button. The map is then saved for this
view based on the adjustments you have made.
This section also includes the following:
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"How to Display Geographic Map With Google Earth " below
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"How to Customize a Virtual Earth Map" on page 48
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"How to Customize the Maps Applet" on page 48
How to Display Geographic Map With Google Earth
Note to HPE Software-as-a-Service users: This feature is not available when working with HPE
Software-as-a-Service.
You can view the geographic map information in a three-dimensional map using the Google Earth feature. This
section describes the processes to view status indicators in Google Earth. For an overview of the component,
see Geographic Map in the APM User Guide.
1.
Select the Appropriate Display Technology
To use Google Earth you must select the appropriate display technology. For details, see "How to Set Up
a Geographic Map" on the previous page.
2.
Import Location Status into Google Earth
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You can import the location status information shown in the geographic map for the current view into a
local Google Earth application. After importing the information, Google Earth displays all the CI status
indicators in the appropriate geographical locations.
To list all the views you create in the same folder, create a new folder (for example, an HPE Application
Performance Management folder) in the Places folder in Google Earth, and then add to that folder all the
views you create.
You can create a view in Google Earth by creating a network link using the view's URL. This creates a
container folder and a sub-folder.
To import location status into Google Earth:
a. If you have not already installed Google Earth on your local computer, open the Google Earth site
(http://earth.google.com/) and download the application.
b. Click the View in Google Earth button. Follow the instructions in the Integration with Google
Earth page.
c. Open the Google Earth application.
d. Click the My Places directory in the Places area.
e. If this is the first time you are creating a view in Google Earth, in the Create In area, click New
Folder and enter HPE Application Performance Management to create a new folder called HPE
Business Service Management.
If the HPE Business Service Management folder already exists in the Create In area tree, select
the folder.
f. Select Add > Network Link.
g. The Google Earth - New Network Link dialog box opens.
h. Enter the view name in the Name box.
i. Paste the URL displayed in the Integration with Google Earth page to the Location box.
Note: This URL creates a container folder called by the name you specified in the Name box,
and a sub-folder called by the name of the view.
j. Click OK to close the New Network Link dialog box.
The Google Earth page displays the HPE Business Service Management folder in the Places area.
k. Open the HPE Business Service Management directory to list the views you have added.
3.
Set the Refresh Rate for the View
You can set the refresh rate of the view sub-folder.
To set the refresh rate for the view:
a. Right-click the view sub-folder.
b. Select Properties.
c. Click the Refresh tab.
d. In the Time-Based Refresh area, select Periodically from the When list and select 1 minute in the
Time.
e. Click OK.
4.
View Indicators by Status
You can filter the status indicators that are displayed in Google Earth to include specific statuses.
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To view the indicators by status:
a. In the Places area, expand the HPE Business Service Management folder.
b. Select the view you want to display. The folder displays the list of statuses of the CIs in the view.
c. Select one or more of statuses. Only the CIs with the selected statuses are displayed in Google
Earth.
How to Customize a Virtual Earth Map
You can customize a Virtual Earth map using the following options. All the steps in this task are optional and
can be performed in any order.
Specify the Size of the Indicators
You can modify the default size (19 pixels) of the indicators that are displayed on the Virtual Earth map.
To modify the size of the indicators, select Admin > Platform > Setup and Maintenance > Infrastructure
Settings, click Applications, select Service Health Applications, and enter the indicator size (in pixels) in
the Indicator size in Virtual Earth entry in the Service Health Application - Maps Management
Properties table.
Specify the Statuses to Be Displayed
You can select the statuses you want to display in the Virtual Earth map.
To specify the statuses to be displayed, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings, click Applications, select Service Health Applications, and locate the Ignore
gray statuses entry in the Service Health Application - Maps Management Properties table. Select one of
the following options:
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ALL. Locations with gray statuses (downtime, stopped, no data and uninitialized) are not displayed on the
map.
NO. Locations with gray status are displayed on the map.
Specify the Time Delay
You can modify the default time delay between the completion of new location download from the server and
the display of the information by Virtual Earth (in seconds). Use larger values if user has slower connection.
To modify the time delay, select Admin > Platform > Setup and Maintenance > Infrastructure Settings,
click Applications, select Service Health Applications, and locate the Wait after getting data entry in the
Service Health Application - Maps Management Properties table. Enter the delay (in seconds). The
default is 4.
How to Customize the Maps Applet
You can customize the Maps applet using the following options. All the steps in the task are optional and can
be performed in any order.
Specify the Map Refresh Rate
You can modify the map refresh rate. The default is 30 seconds. To modify the map refresh rate, select
Admin > Platform > Setup and Maintenance > Infrastructure Settings:
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Select Applications.
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Select Service Health Application.
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In the Service Health Application - Maps Management Properties table, locate the Maps Applet
Refresh Rate entry. Change the refresh rate as needed.
Specify the Maximum Number of CIs Displayed in a Location's Tooltip
You can specify the maximum number of CIs that can be displayed in the tooltip for a location in the
Geographic Map. The default is 10.
Keep in mind that the CIs are displayed in the Caused by section in the tooltip, so do not specify more than
can be accommodated.
To modify the maximum number of CIs displayed in a location's tooltip, select Admin > Platform > Setup
and Maintenance > Infrastructure Settings:
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Select Applications.
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Select Service Health Applications.
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In the Service Health Application - Maps Management Properties table, locate the Maximum CIs in
tooltip for location entry. Enter the new maximum.
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Chapter 3: Setting up KPIs and HIs
Each CI has KPIs and HIs (health indicators) that define what is monitored for that specific CI. The status and
value of these indicators show how well the CI is performing. The following sections describe how KPIs and
HIs are assigned to CIs, and how these indicators are calculated.
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"How KPIs and HIs are Attached to CIs" below
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"HI and KPI Definitions" below
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"How HIs and KPIs are Calculated" on the next page
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"About Business Rules" on the next page
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"Initial CI Status" on the next page
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"Invalid Indicators" on page 52
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"Notes and Limitations for KPIs and HIs" on page 52
Note: For an introduction to health indicators and KPIs, see Health Indicators and KPIs in the APM
User Guide.
How KPIs and HIs are Attached to CIs
A KPI or HI can be attached to a CI in one of the following ways:
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Assignment. KPIs and HIs may be assigned to a CI as part of the CI creation. CIs are automatically
assigned default KPIs and HIs according to the nature of the CI, using the Assignment mechanism. You
can edit an HI assignment or a KPI assignment to define additional indicators that you want added to the
CIs.
For more information on HI and KPI assignments and how they define the default indicators, see
"Customizing KPI and HI Assignments" on page 153.
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Propagation. KPIs may be attached to a CI as a result of propagation from child CIs. Most KPIs
propagate up through the hierarchy, so that parent CIs have the same KPIs as all their child CIs.
Each KPI added by propagation has its own business rule and properties. For example, the Availability
KPI for a child CI may use the Worst Status Rule (taking the worst status of all the HIs on the CI), while
the same KPI for the parent CI (added by propagation from the child CI) may use the Percentage Rule.
For more information on the propagation mechanism and how it defines the default KPIs, see
"Customizing KPI Propagation" on page 179.
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Manual Administration. KPIs and HIs can be manually attached to a CI in the Service Health
Administration CI Indicators tab. You may want to attach new KPIs and HIs to a CI, in addition to the
default/propagated KPIs, to broaden the information displayed on the CI. For example, you can add an OT
Impact KPI to assess the ongoing cost of an application that is not available.
You can also use the CI Indicators tab to edit KPIs and HIs that are assigned to a CI, and remove KPIs
and HIs from a CI. For details, see "Customizing CI Indicator Settings in a View" on page 74.
HI and KPI Definitions
HPE Application Performance Management provides a selection of predefined KPIs and HIs to work with
Service Health. HI and KPI definitions come from content providers that send information to HPE Application
Performance Management, such as Real User Monitor. These content packs contain the default parameters
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for each HI and KPI.
HI and KPI definitions generally include the following:
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The business rule which calculates status and value of the HI and KPI. (Event-based HIs do not use
business rules.)
The calculation source ("Calculation Based On"). HIs are calculated from monitored CI data samples;
KPIs are calculated based on HIs, other KPIs, or both. For example, a KPI's metrics might be generated
from HIs on child CIs (for example, when using the Summary of Values rule), or from other KPIs attached
to the same CI (for example, when using the Impact Over Time rule).
The thresholds (objective values) that the HI and KPI measurement is compared against; and the status
(color) allocated to the HI and KPI based on the defined thresholds.
Where and how to display the status indicator for the HI and KPI in Service Health, and where to store KPI
measurements.
How HIs and KPIs are Calculated
HIs and KPIs are calculated as follows:
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Some HIs get their status directly from events. In this case, an event is sent to the APM event manager,
and the event manager assigns the corresponding HI its status based on the event definitions.
Other HIs are metric-based; a data collector sends a data sample related to a monitored CI to the
Business Logic Engine. The Business Logic Engine identifies the sample using the HI selector, as
relevant for a specific monitored CI. Based on the HI definitions, the Business Logic Engine uses a
business rule to calculate the HI status and value for the monitored CI.
After an HI is calculated, the Business Logic Engine calculates the KPIs which are based on this HI, using
the KPI business rule definitions. If this calculation causes a change in the status of a KPI, the Business
Logic Engine recalculates the corresponding KPI of each parent CI, using the new status information. If
the new measurement causes a change in the status for that KPI, the new status is again passed up the
hierarchy to the corresponding KPI instances for the parent CIs, and so on.
Note: Some monitoring solutions include a value for the HI along with its status, while others only set
the HI's status.
About Business Rules
Metric-based HIs and KPIs always have an associated business rule that defines how the indicator is
calculated. These rules are defined in the Business Rule Repository, where you can edit predefined rules, or
create customized rules. For details, see "Understanding the Service Health Calculation Rules" on page 267.
Some rules are specific to a particular KPI or HI, while others can be used for a variety of indicators. In the
Indicator and KPI Repositories, each indicator has a defined default rule, and a list of rules that can be used
with that indicator. HIs are calculated using rules for metrics from monitored CIs, while KPIs are calculated
using group rules.
Initial CI Status
In event-based environments (for example when using Diagnostics in event mode), if a CI is discovered but it
does not yet have any events attached, the CI is displayed in APM with No Data status. This can cause a
situation where there are many CIs with No Data status in the NOC, which may confuse operators.
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An infrastructure setting enables you to define that a CI’s initial status will be OK and not No data, until the
first event arrives related to the CI. (The first event creates HIs and KPIs, and sets KPI status for the CI.)
Note that if you activate this setting, CIs that are discovered but not monitored will be in OK status and not in
No Data status.
To set initial CI status as OK, access Admin > Platform > Setup and Maintenance > Infrastructure
Settings > Applications > Service Health Application - Service Health Layout Properties. Locate the
parameter Set CIs with no KPIs to OK status (instead of “No Data”). Set the parameter’s value to True.
The change takes effect after the next UI refresh.
Note: Reports will show KPI data for the CI only after the first event, and not from CI discovery.
Invalid Indicators
Within Service Health administration, you may see a KPI or HI labeled as Invalid. An indicator becomes
invalid if its indicator type or its rule type are missing in the repositories.
If you have an instance of an invalid indicator in your system, you can manually delete the indicator within the
CI Indicators tab if you do not need it. If you want to restore the invalid indicator and make it valid again,
contact HPE Support.
Notes and Limitations for KPIs and HIs
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Any change you make to the KPIs and HIs for a CI—adding new indicators, deleting indicators, or editing
indicator properties—are seen in any view that includes the CI.
There are no restrictions on the type of KPI that can be attached to a CI. HIs and business rules are
restricted to specific CI types by their definitions in the repositories. You must ensure that you select
KPIs, HIs, and business rules that are appropriate for the CI type.
KPIs added to a CI as part of an SLA definition in Service Level Management Administration have no
relevance to the Service Health KPIs and do not appear in the CI Indicators tab. Conversely, KPIs added
to a CI in the CI Indicators tab have no relevance for the CI when it is included in an SLA, and do not
appear for the CI in Service Level Management.
Deleting a KPI may impact other KPIs that are dependent on the deleted KPI. For example, OT Impact is
calculated based on the status of another KPI, such as Availability; in this case, deleting the Availability
KPI would prevent calculation of OT Impact.
Unlike KPIs, HIs do not have Downtime status. HI behavior is dependent on the centralized Downtime
configuration setting: If samples are sent for the HI, its status continues to be updated even if the related
KPI is in downtime. If no samples are sent, the HI will enter No Data status when the No Data Timeout
has passed.
Configuring KPIs and HIs - Overview
This section describes the main options for configuring KPIs and HIs.
Edit a template of a KPI, HI, or rule in the repositories
Template definitions for KPIs, HIs, and the business rules used to calculate these indicators, are defined in
the repositories. If you want to globally edit a KPI, HI, or business rule, access one of the following:
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KPI Repository. For details, see "KPIs Repository page" on page 206.
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Indicator Repository. For details, see "Indicator Repository page" on page 219.
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Business Rule Repository. For details, see "Customizing KPI and HI Calculation Rules" on page 229.
Note: Tooltips are configured within the rule repository.
Modify KPI or HI assignments
KPIs, HIs, and business rules, are assigned to CIs using the assignment mechanism. When a new CI is
added to your monitored system, the assignment mechanism assigns the appropriate KPIs and HIs to the CI.
When you assign a KPI or HI to a CI, or when you attach a CI to another CI, the propagation mechanism
propagates the appropriate KPIs to the parent CIs.
For details about modifying KPI and HI assignments, see "Customizing KPI and HI Assignments" on page
153.
Add KPI or HI instances to CIs
You can add KPI or HI instances to one or more CIs, using the CI Indicators tab. For example, you may want
to add the OT Impact KPI to a number of CIs in your view.
You can add a default KPI or HI provided with HPE Application Performance Management, or add a custom
KPI or HI that you defined within the repositories. For details on adding an indicator to a CI, see "Adding KPIs
to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77 and "Adding HIs to CIs, or Modifying HI Settings
(Health Indicators Tab)" on page 84.
Edit a KPI or HI on a CI or on multiple CIs
You can modify KPI or HI definitions on one or more CIs, using the CI Indicators tab. For example, you may
want to edit definitions of the Availability KPI on a specific CI, or across a number of CIs.
For details on editing a KPI or HI on a CI, see "Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on
page 77 and "Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84.
Define thresholds for a KPI or HI
KPIs and HIs are assigned statuses by a comparison between their values, and their threshold definitions. For
details on how to define thresholds, see "How to Define Thresholds for KPIs and HIs" on page 57.
Define a selector for an HI
Within HI definitions, selector expressions filter data samples to target only those samples that are relevant
for the HI. You can combine selectors expressions into groups, to create complex filters.
For details on how to define selectors, see "How to Define Selectors for HIs" on page 85.
Modify the user mode for a KPI
HPE Application Performance Management provides the option to define Service Health KPIs for two
different user types (modes): operations and business. This option enables the creation of two versions of a
single KPI, where each KPI version is geared towards the particular viewing requirements of one of the user
types.
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For details on working with User Modes, see "Create KPIs for Operations and Business User Modes" on page
62.
Edit specific rule parameters
Each business rule uses various rule parameters that can be customized, either globally in the rule repository,
or on a specific instance of a KPI or HI using the CI Indicators tab. For details on each of the rule parameters,
see "Understanding the Service Health Calculation Rules" on page 267.
The following are examples of rule parameters that you can customize:
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No Data Timeout. HI rules (for example, the Transaction Availability Rule) includes the No data timeout
rule parameter. This parameter defines the number of seconds from the time the last sample was received,
until the HI is timed out—at which point the HI changes to decay status (gray).
Trend and History Calculation. You can modify the way the trend and history statuses are calculated
and displayed, by editing the hidden rule parameters. For details, see "Hidden Parameters" on page 239.
Customize KPI, Trend And History, and Top View status icons
You can customize the set of KPI, Trend and History, and Top View status icons. For details, see "How to
Change the KPI Status Icons" on page 33.
KPI and HI Thresholds
KPI and HI (health indicator) thresholds define the standards for allocating business status to the indicators.
The following sections describe thresholds and how to define them for an indicator.
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"About Status and Thresholds" below
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"Assigning Statuses to HIs and KPIs" on the next page
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"HIs on SiteScope Monitor CIs" on the next page
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"BTM (Business Transaction Management) CIs " on page 56
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"Defining Logical Thresholds" on page 56
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"Excluding Statuses" on page 56
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"Units of Measurement for Thresholds" on page 57
About Status and Thresholds
The status displayed for a KPI or HI in Service Health provides an indication of how well a business process
or system is meeting your business objectives. Based on traffic light colors (with some additional colors), the
Service Health shows you if the KPI or HI measurement is acceptable (green), critically failing (red), or is at
some business risk level between the two.
Five statuses are available in Service Health for active status, each representing a different level of business
performance. Depending on the CI and indicator types, active status may be represented in Service Health
using from two to all five of these status levels:
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OK (green)
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Warning (aqua)
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Minor (yellow)
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Major (orange)
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Critical (red)
Assigning Statuses to HIs and KPIs
Some HIs take their status directly from an event (event-based HIs), while others use Service Health or
Service Level Management business rules to calculate status (metric-based HIs).
Definitions of HIs are contained in the Indicator Repository. Event-based HIs map an event's state to the
corresponding HI's severity. For example, suppose you create an HI called CPU Load for an event named
CPULoad, and you assign this HI a severity of Critical if the event's state is High. In this case, the HI's status
is Critical when such an event occurs (event = CPULoad, state = High). For further details, see "Indicator
Repository" on page 216.
Metric-based HIs and KPIs use business rules to calculate their status, as follows:
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A business rule calculates a measurement for the KPI or HI.
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The calculated measurement is compared with defined threshold values.
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The KPI or HI is assigned a status according to where the measurement falls within the threshold levels.
For example, if a KPI measurement of 50% falls within the definition of the Minor threshold, the KPI is
assigned Minor status (yellow).
Note: If an HI has no thresholds defined, its status is Informational.
The threshold values used for each KPI or HI can originate from various sources:
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The business rule definitions in the Business Rule Repository provide default threshold values for every
rule that uses thresholds. The business rules generally define different threshold values for each of the five
statuses used in Service Health. You can define new default threshold values for a business rule, as
described in "New Rule/Edit Rule Dialog Box" on page 233.
The Assignment mechanism may specify specific threshold values to be used with the business rule for a
KPI or HI. These values override the values from the Business Rule Repository.
The Assignment mechanism may specify reference values for the threshold parameters, so that the
threshold values are taken from the threshold values defined in End User Management Administration.
These values override the values from the Business Rule Repository.
You can modify the threshold values for an individual KPI or HI in the Service Health Administration CI
Indicators tab, while adding or editing a KPI or HI. The new values override values from the Assignment
mechanism or from the business rule. For details, see "Customizing CI Indicator Settings in a View" on
page 74.
HIs on SiteScope Monitor CIs
For HIs on SiteScope monitor CIs, status is based on the status received from SiteScope (calculated
according to the thresholds defined in SiteScope). Three status levels are used in Service Health:
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OK (green) in Service Health corresponds to Good or OK status in SiteScope
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Minor (yellow) in Service Health corresponds to Warning status in SiteScope
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Critical (red) in Service Health corresponds to Error status in SiteScope
The SiteScope status definitions cannot be changed in Service Health, so the business rules for HIs on
SiteScope monitors do not include threshold values.
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BTM (Business Transaction Management) CIs
For BTM CIs (from Business Process Monitor and Real User Monitor), HI and KPI status is calculated by
comparing the indicator measurement with threshold values. For the BTM CIs, you can edit these threshold
values in the CI Indicators tab to use as many of the status levels as you require.
Note: KPIs and HIs created for CIs by the Assignment mechanism templates, frequently have threshold
values that differ from the default ones used by the business rule. However, when editing one of these
indicators in the CI Indicators tab, if you select a different rule and then revert to the original rule, the
original threshold values are replaced with the rule default values.
Defining Logical Thresholds
The thresholds values for a KPI or HI should cover the whole spectrum of possible active measurements for
that indicator, which correspond to the OK, Critical, Major, Minor, and Warning statuses. The thresholds do
not include the indicator values corresponding to the No Data, Downtime, Stopped, and Informational
statuses.
The KPI or HI measurement is evaluated against each threshold level, starting from OK (green), and
continuing (in order) to Critical (red). This process stops at the first threshold level into which the
measurement fits.
For example, suppose you set thresholds of OK < 8 seconds and Minor < 12 seconds. If the value is 9
seconds, it does not match the OK threshold but it does match the Minor threshold, so the indicator's status
is Minor.
To define where the boundaries of each threshold level falls, each threshold from OK to Major is associated
with an Operator. (The Critical threshold definition is always Otherwise, meaning that this status is applied
to all measurements that fall beyond the Major threshold limit.) You can select the operator that matches your
requirements; the same operator is applied to all threshold levels.
The available operators are:
>
>=
<
<=
You must ensure that the thresholds contain logical values (according to the data type) and are correctly
ordered, and that the operator is logical for the order.
Excluding Statuses
Not all the statuses need be used for a KPI; for example, the OT Impact KPI by default uses only OK (green)
and Critical (red) status.
When the threshold value for a status is left blank, Service Health ignores that status during KPI status
calculation. For example, an HI for a transaction may have the following thresholds defined (taken from the
threshold settings for the transaction in End User Management Administration):
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In this case, if the measurement for the HI does not fall into the OK threshold level, then Warning is skipped
and the measurement is evaluated against the Minor threshold level. If it does not fall into that level, Major is
also skipped, and the HI is assigned Critical status.
Tip: If you want to exclude statuses when editing the threshold values for a KPI or HI, it is recommended
that you use this method.
Units of Measurement for Thresholds
The threshold use a unit of measurement, shown after the threshold value box:
The unit is part of the business rule definition, and indicates the format of the calculated measurement. This
format may reflect the units used by the incoming data (for example, milliseconds for performance time
data), or it may be a new format applied as a result of the business rule calculations (for example, dollars for a
financial loss calculation). If required, the default unit for a rule can be changed in the rule definition (as
described in "New Rule/Edit Rule Dialog Box" on page 233).
How to Define Thresholds for KPIs and HIs
The status displayed for a KPI or HI (health indicator) provides an indication of how well a business process or
system is meeting your business objectives.
In most cases, KPIs and HIs are assigned a status as follows: A business rule calculates a measurement for
the indicator. This measurement is compared with the threshold definitions, and the indicator is assigned a
status according to how the measurement compares to the thresholds.
The following task describes how to define thresholds for a KPI or HI assigned to one or more CIs. For more
details on how thresholds work, see "KPI and HI Thresholds" on page 54.
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Note: For a general overview of working with the CI Indicators page, see "Customizing CI Indicator
Settings in a View" on page 74.
To define thresholds for a KPI or HI:
1. Within the CI Indicators tab, select one or more CIs in the upper pane. You can use the keyboard CTRL
key to select multiple CIs.
2. Within the CI Data pane, select the KPIs or Health Indicators tab depending on the type of indicator
whose thresholds you want to define.
3. Open an indicator for editing, and define the thresholds as described in "KPI and HI Thresholds" on page
54.
For KPI user interface details, see "Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page
77.
For HI user interface details, see "Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)"
on page 84.
4. The KPI or HI thresholds are changed for all of the selected CIs. If one of the selected CIs already has
different thresholds defined for this indicator, a dialog box enables you to either keep the old thresholds or
to apply the new thresholds to the CI. For details on the UI fields, see "Modified Values Dialog Box" on
page 100.
Example:
An HI is assigned to monitor transaction performance on a CI, using the Transaction Performance
Rule to set its status. For this transaction, the required thresholds are as follows:
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Acceptable average performance time is under 6000 milliseconds.
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Performance time that exceeds 6000 milliseconds is of concern.
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Performance time of 8000 milliseconds is seriously problematic.
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Performance time of 10000 milliseconds is critical.
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In addition, Warning status is not required for this KPI.
In the Edit Health Indicator window, the threshold levels and operator are set as follows:
When a measurement is calculated for the HI from the incoming performance data, the measurement
is compared with the thresholds assigned to the HI as follows:
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For a measurement under 6000 milliseconds, status = OK
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For a measurement of 6000 milliseconds or more, but under 8000 milliseconds, status = Minor
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For a measurement of 8000 milliseconds or more, but under 10000 milliseconds, status = Major
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For a measurement of 10000 milliseconds or more, status = Critical
Selectors for Metric-Based HIs
HPE Application Performance Management receives real-time data from data samples for monitored CIs,
sent by external systems. The data samples contain information collected by a monitoring system (either
HPE or third-party), and are supplied to HPE Application Performance Management over the bus.
When a monitored CI has a metric-based HI (health indicator) assigned, the HI properties include a selector.
A selector is a filter definition that defines which samples are relevant for the HI calculation.
The Business Logic Engine filters the data samples arriving on the bus using selectors. The selector identifies
and catches the data that is relevant for each CI and its HIs. The HI's business rule is applied to those data
samples which pass the selector filtering. Different selectors can be used by different HIs (with corresponding
rules), enabling the use of different samples for each HI.
If required, you can edit the default HI selectors using the Service Health Admin > CI Indicators tab. You can
attach new HIs to a CI, assign rules, and manually define HI selectors. For a task that shows how to define
selectors, see "How to Define Selectors for HIs" on page 85.
Selectors can be defined in the following ways:
HI Assignments
You can create or customize an HI assignment rule for each CI type. An assignment rule includes a condition
and a task. The condition describes specific characteristics of a CI. The task describes the HIs, rules, rule
parameters, thresholds, and selectors that are to be assigned automatically to the CI when the condition
occurs, if the assignment is running. For details, see "Add/Edit Health Indicator Assignments for CI Type
Dialog Box" on page 163.
EMS
The mechanism used to integrate EMS (Enterprise Management Systems) software into HPE Application
Performance Management includes an assignment rule mechanism. The assignment rule mechanism is
triggered when a specific CI attribute is updated. An assignment rule includes a condition and a task. The
condition describes specific characteristics of a CI. The task describes the HIs, KPIs, rules, rule parameters,
thresholds, and selectors that are assigned automatically to the CI when the condition occurs, if the
assignment is running. This task description includes a selector. For details, refer to the EMS Integration
documentation.
KPI Trend and History Calculation
Each KPI can include three icons: Status, Trend, and History. For an overview, see Understanding KPI
Status and KPI Status Colors and Definitions in the APM User Guide.
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History Calculation
The history status icon displays either the worst status or the average status for the CI's KPI during a
specified time period.
The calculation method for history status is determined by the value set for the HistoryType parameter (one
of the global parameters in the Business Rule Repository, described in "Global Parameters Dialog Box" on
page 243). The possible calculation methods are Worst (default value) or Average. Whichever calculation
method is used, only status scores that have meaning (scores 0 to 20—the non-gray icons) are taken into
consideration.
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Worst. Takes the worst status over the period of time specified in the HistorySize parameter (also one of
the global parameters).
For example: if HistorySize is one hour (default value) and the KPI's values for the last hour are: 10, 10, 5, 0,
-2, 20, the worst status is 0, so the history icon is red.
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Average. Takes the average status over the period of time specified in the HistorySize parameter (Simple
Moving Average). The calculation result is rounded to the nearest of the following values: 0, 5, 10, 15, or
20.
For example: if HistorySize is one hour and the KPI's values for the last hour are: 10, 10, 5, 0, -2, 20, the
Average status is 10 (rounded from (10+10+5+0+20)/5=9), so the history icon is yellow.
Trend Calculation
The trend status icon shows the trend in real-time status for the CI KPI, using three directions: up, down, and
no change.
Trend analysis is performed by comparing the Simple Moving Average (SMA) value for a long window with the
SMA for a short window. If the short window SMA is higher than the long window SMA, the trend is
considered to be up. If the long window SMA is higher, the trend is considered to be down. The SMA is
calculated only on status scores that have meaning (scores 0 to 20—the non-gray icons).
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Long window SMA. Based on the mean status of a KPI over the period of time specified in the
HistorySize parameter (default = 1 hour), one of the global parameters in the Business Rule Repository,
described in "Understanding the Service Health Calculation Rules" on page 267.
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Short window SMA. Based on the mean status of a KPI over the period of time defined by (TrendRate *
HistorySize). The TrendRate parameter (default = 0.3) represents the time rate between the long and
short window, and is defined in the hidden parameters described in "Hidden Parameters" on page 239.
Modifying the Trend and History Status Calculations
You can modify the way the trend and history statuses are calculated and displayed, by editing certain rule
parameters. A rule parameter can be set as follows:
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As part of the global rule parameters that apply to all rules and affect all CIs. For details on editing global
parameters, see "Global Parameters Dialog Box" on page 243.
Directly for a rule, so that it affects all CIs that use this rule. For details on editing rule parameters, see
"New Rule/Edit Rule Dialog Box" on page 233.
Some parameters for trend and history statuses are predefined and can be viewed and edited in the Business
Rule Repository page; others are hidden, but can be manually added on the Repositories tab if you want to
override the parameter default value.
Persistent Data and Historical Data
To save status changes for a KPI (persistent data), the KPI must be attached to a CI whose Save KPI data
over time for this CI option has been selected. For details, see "Customizing the CI Data Over Time Setting
(CI Properties Tab)" on page 96.
The option is selected by default for logical CIs, and for CIs that are important for problem isolation, such as
Business Application, Business Process, Business Service, and Host.
When this option is selected, all status changes are saved. If you also want to save data on actual
measurements for KPIs, you must activate the saveValuesToPersistency global parameter in the Business
Rule Repository. You can also change the default interval by modifying the value of the
saveValuesToPersistencyInterval option. For details, see "Customizing Rule Parameters and Thresholds"
on page 237.
If you select the Save KPI data over time for this CI option, and also activate the
saveValuesToPersistency global parameter, the following information is stored in the database:
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Every status change for each KPI
The current calculated value for each KPI, read at regular time intervals (the default time interval is 15
minutes)
Tip: Saving historical data for long periods of time or for many CIs and KPIs should be used with care;
using this option can require a lot of database disk space and affect overall performance. When you no
longer require data to be saved for a CI, clear the Save KPI data over time for this CI check box for
that CI. Alternatively, make sure to define purging by the Partition Manager according to your retention
policy. For details, see Partitioning Databases and Purging Historical Data from Databases in the APM
Platform Administration Guide.
This capability is used in the Service Health reports. For details, see CI Status Reports in the APM User
Guide.
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Create KPIs for Operations and Business User
Modes
You can define Service Health KPIs for two different user types (modes): operations and business. This
option enables the creation of two versions of a single KPI, where each KPI version is geared towards the
particular viewing requirements of one of the user types. Each user type sees the appropriate version of the
KPI in the Service Health views.
For example: You might want to create two versions of the Availability KPI, so that the Availability KPI for an
operations user shows Critical status (red) when transaction availability is below 30%, and the Availability
KPI for a business user shows Critical status when transaction availability is below 20%.
1.
Assign a user mode
There are two ways to assign a user mode to a user:
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The system administrator, when defining new users in the Admin > Platform > Users and
Permissions > User Management page,can set User Mode to Unspecified, Operations User, or
Business User. By default, all new/existing users are set as Unspecified (meaning that they see
KPIs for both modes in Service Health).
Users can change their own user mode in the Admin > Personal Settings > User Account page.
Select the required mode from the User mode list.
After changing the mode in the User Account page, you must log out of HPE Application Performance
Management and log in again to see the mode filtering work.
2.
Define KPI versions for the user modes
The following steps describe how to define different versions of a KPI to use with each user mode. You
can assign user modes to a new KPI that you define, or to an existing KPI by cloning or overriding the
KPI. For more information, see "KPIs Repository page" on page 206.
a. Access the Admin > Service Health > Repositories > KPIs page.
b. Define the business user version of the KPI:
o
Either create a new KPI, clone an existing KPI, or edit an existing KPI based on your needs.
o
Give the KPI an appropriate name; for example, add the suffix _biz (as in Availability_biz).
o
Select Business in the Applicable for User Mode list.
c. Define the operations user version of the KPI:
o
Either create a new KPI, clone an existing KPI, or edit an existing KPI based on your needs.
o
Give the KPI an appropriate name; for example, add the suffix _ops (as in Availability_ops).
o
Select Operations in the Applicable for User Mode list.
Note: If you edit a KPI, the edited KPI replaces the original KPI throughout Service Health, so all
CIs that are assigned the original KPI (for example, Availability) are automatically updated to the
new version (for example, Availability_ops).
d. Edit the details for each KPI version, according to your requirements. For example, you might want
different business rules to apply to each version. For more information, see "New KPI/Edit KPI
Dialog Box" on page 208.
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e. To use a different version of a business rule with each KPI version, you must define the rule versions
in the Business Rule Repository. For example, for two versions of the Availability KPI, you may
require two versions of the Transaction Availability Rule, each with different default objective values.
For details on defining business rules, see "Customizing KPI and HI Calculation Rules" on page 229.
3.
Attach KPI versions to CIs
You can manually attach the KPI versions to the CIs to which you want them to apply.
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If the original KPI is already attached to CIs (for example, the Availability KPI is automatically
attached to transaction CIs), then the edited KPI (for example, Availability_ops) is automatically
attached to the CIs instead. You can manually attach the second KPI version (for example,
Availability_biz).
If there are two new KPI versions, one for business and one for operations then for every applicable CI
you manually attach the two versions (and delete the original KPI if it is not required).
To attach the KPI versions to CIs, select Admin > Service Health > CI Indicators page, and add the
KPI versions to each CI where they are required. You can add the KPI to multiple CIs in one operation.
For details, see "Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77.
PNR (Point of No Return) KPI Calculation
Service Level Management data can be displayed within Service Health using the Service Health PNR (Point
of No Return) KPI, which monitors how well agreement objectives are being met.
Service level agreements regularly include a clause covering unavailability, that is, the period of time that a
system may be down. For example, if availability must be 98.5%, then a system may be unavailable 1.5% of
the time.
When configuring the Service Health PNR KPI, you define which SLA, calendar, tracking period and Service
Level Management KPI the Service Health PNR KPI is monitoring. The PNR KPI then tracks how long the CI
has been unavailable during the specified period based on the status of the specified SLM KPI, and how much
time it can be unavailable before the SLA is breached.
PNR Calculation Example
In the following example, a breach threshold is defined in the SLA as 90%, and the calculation period is from 7
AM to 5 PM (10 hours). The CI can therefore be unavailable for up to one hour total before the SLA is
breached. The PNR KPI is defined to use the SLM Application Availability KPI.
The Service Health PNR KPI objectives are set at >= 80% (OK), 60% (Warning), 40% (Minor), 20% (Major).
This means that when the CI is unavailable for less than 12 minutes the KPI is OK, when the CI has been
unavailable for 12 minutes (20% of one hour) the KPI enters Warning, when it has been unavailable for 24
minutes (40% of one hour) the KPI enters Minor, and so on. When the CI has been unavailable for a total of
one hour the KPI enters Breached status, since the SLA can no longer be met.
The following table provides a detailed example of the PNR KPI calculation mechanism:
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Time
Availability to
time (%)
Total time
unavailable
Time until
breach
PNR KPI
calculated value
Service Health PNR
KPI status
8:00
100
0
60
100
OK
9:00
80
24
36
60
Warning
10:00 80
36
24
40
Minor
11:00 85
36
24
40
Minor
12:00 88
36
24
40
Minor
13:00 90
36
24
40
Minor
14:00 88
50.4
9.6
16
Critical
15:00 87
62.4
-2.4
-4
Breached
16:00 87
70.2
-10.2
-17
Breached
17:00 87
78
-18
-30
Breached
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At 8:00 the CI has 100% availability, and the PNR KPI status is OK.
At 9:00 the CI has 80% availability, meaning it was unavailable for 24 minutes out of two hours. Since the
CI was unavailable for 40% of the total time that it can be unavailable (one hour), the PNR KPI enters
Warning.
At 10:00 the CI has 80% availability, meaning it was unavailable for 36 minutes out of three hours. The CI
has now been unavailable for 60% of the total time it can be unavailable (one hour), and the PNR KPI
enters Minor.
At 14:00 the CI has 88% availability, meaning it was unavailable for 50.4 minutes out of seven hours. The
CI has now been unavailable for 86% of the total time it can be unavailable (one hour), and the PNR KPI
enters Major.
At 15:00 the CI has 87% availability, meaning it was unavailable for a total of 62.4 minutes. Since the SLA
allows the CI to be unavailable for no more than one hour, the PNR KPI enters BREACHED, and stays in
that state until the end of the calculation period.
For details on working with the PNR KPI, see "How to Attach a PNR KPI to a CI" on page 204.
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HI configuration in Service Health administration is done in the repositories, assignment definitions, and view
management tabs.
Repositories
The repositories includes the meta-data definitions for Service Health calculations, such as indicator types,
KPI types, and rules. If you need to create a new KPI or HI in APM, its definition must be added to the relevant
repository.
For more information about working with the repositories, see "Repositories Overview" on page 192.
Assignments
The assignments contain automatic rules that create the KPI and HIs instances that are associated with any
new CI, when a CI is discovered and reported by any of the monitoring applications or by the RTSM
discovery.
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HI assignment rules are required for HIs that are fed by metric samples. The mechanism of creating HIs
fed by events is data driven, meaning the HI instance is created by the first event that affects the HI. The
mechanism for HIs fed by metrics is configuration driven, meaning the HI instances must be created in
advance.
KPI assignment rules are required for all HI types; these rules determine the logic of the KPI based on the
CI's HIs, and/or child CI's KPIs.
Within the assignments, the Monitored by attribute enables you to set different assignment rules for the
same HI or KPI according to the monitoring application. For example, you may want to calculate the
Application Availability KPI using the Worst Status Rule if the data is monitored by BPM, and using the
Average Status Rule if the data is monitored by RUM.
For more information about Assignment configuration, see "Customizing KPI and HI Assignments" on page
153.
View Management > CI Indicators
You can define specific HIs and KPIs at the view level for specific CIs, using the CI Indicators tab. You can
choose one or more CIs and adjust their list of assigned HIs, change business rules, change KPI calculation
logic by removing or adding HIs, and change the KPI rule or calculation scope. For details, see "Customizing
CI Indicator Settings in a View" on page 74.
Health Indicator Definitions
CI types and HIs
An HI describes a certain measurement of a CI, and is associated with a specific CI type. For example, the
Windows CI type will have HIs such as CPU Load and Memory Utilization, and the Business Transaction
CI type will have Real user performance and Volume HIs.
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A CI type may inherit HIs from its parent CI type; for example HIs assigned to the Database CI type also
apply to the Oracle or DB2 CI types, and are applied to any Oracle and DB2 database CI.
HIs and their data sources
HIs can be created by samples and rules. The HI is created as part of the Service Health HI assignment
mechanism.
An HI can be generated by multiple monitoring domains; for example Network Latency can be fed by the
RUM engine.
HI attributes
HIs are defined in the Indicator Repository. In addition to general attributes such as name and description, for
each HI you can define if the HI is applicable for SLM and/or Service Health. This offers the flexibility to have
dedicated HIs for each application; by default all HIs are set to be calculated for both applications.
HI state and status
An HI's severity is represented by a combination of state and a status. The state contains descriptive
information of the value or the situation (for example overloaded or much higher than normal). The status
represent the severity in the typical Service Health levels: OK, Warning, Minor, Major, Critical.
Each state is mapped to a status; one status can be translated into more than one state. For example, the
states overloaded and much higher than normal can both be mapped to Major severity. If there is more than
one state mapped to a given severity, you can specify which state is used by default.
HIs generating events
Within the HI definition, you can determine whether HI status changes for metric-based HIs trigger an event to
the event browser, to notify the operator about threshold violations. This is typically used for end user
experience issues.
Service Health and SLM default rules
The attributes for default rules define the default business rule used to calculate metric-based HIs.
How to Create an HI and Trigger an Event When its
Status Changes - Use-Case Scenario
This use-case scenario shows how to create a new HI for business transaction CIs, and trigger an event
every time the HI's status changes. The event is then assigned automatically to EUM administrators.
The following prerequisites must be filled:
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The application must be monitored by RUM.
A rule must retrieve a new metric from business transactions monitored by RUM; for this example we will
monitor SSL handshake time.
The event browser license is required.
To create an HI and trigger events when its status changes
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1. Within Service Health Administration, open the Indicators Repository. Select the Business Transaction
CI type.
2. Create a new HI called SSL Handshake Time. Define its general properties and three statuses: Normal,
Warning and Critical. Select the rule that will extract the SSL handshake time.
3. Select the Generate Events check box, and click Configure Events.
4. Within the Event Configuration dialog box, in the General > Category field, type EUM Events, and
save.
5. Within OMi configuration integration, select Event Automation > User Groups Assignments. For
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information about the OMi-APM integration, see the OMi Integration Guide.
6. Create an new rule called EUM Events. Create a filter called EUM Events which filters for the EUM
Events category (this is the category of the events triggered by the HI's status change).
7. Select the EUM Administrators user group to receive event notifications.
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When the SSL Handshake Time HI changes status, an event is triggered, and it is sent to the EUM
administrators.
How to Create an Event Based on CI Status Changes
- Use-Case Scenario
This use-case scenario shows how to generate events based on CI status changes. This use-case can be
beneficial for an application manager who receives CI status alerts when the application's status gets worse.
However, during the night he is not available, and he wants the operator to be notified when the application's
status changes.
1. Within Service Health Administration, select CI Status Alerts, and click Open Template Repository
Manager.
2. Duplicate the CI status alert open default template, and save it as CI status alert during nonworking hours.
3. In the Custom Attributes area, click New Key. Drag and drop the Alert trigger time attribute, and set
the values for non-working hours shown below.
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4. Select the relevant view and CI, and create an alert with the required attributes. In the Action page, click
New Event Generation, and select the CI status alert during non-working hours event template.
When the CI's status changes during non-working hours and an alert is generated, the alert is now sent to the
operator and not to the application manager.
How to Customize an HI Monitored by SiteScope Use-Case Scenario
This use-case scenario shows how to associate a custom HI with a SiteScope monitor. This use-case helps
you enrich the default HI content provided by SiteScope with additional metrics monitored by SiteScope.
1. Within Service Health Administration, open the Indicators Repository. Select the Computer CI type.
2. Create a new HI named Special Computer CPU, and set its states to Critical, Minor, and OK. Select
SiteScope Worst Status Rule as its default rule.
3. Within Service Health Administration, open the KPI Assignments tab. Select the Computer CI type, and
clone the SiteScope related KPIs assignments.
4. Open the cloned assignment for editing. Add the System Performance KPI to the KPI configuration, and
define it as calculated based on the new HI.
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5. Within System Availability Management Administration, open the Metrics and Indicators tab.
6. Select the CPU monitor in order to map it to the Special Computer CPU HI.
7. Click New Assignment. In the Metric Pattern field, enter the following string: /utilization.*/.
8. Select the Computer CIT, and select Special Computer CPU from the list of HIs.
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9. Within the Summary tab, create a CPU monitor on the SiteScope server. In the monitor's Properties >
Threshold Settings area, define the indicator's states and severities. When you finish, run the monitor.
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10. Within the Service Health application, open Top View. Select the System Hardware Monitoring view, and
verify that the monitored CI has the correct HI, and the correct HI value and color.
Tip: You can now change the HI, and modify its thresholds. Within SiteScope, open the CPU
monitor's Properties > HP Integration Settings, and choose a different HI. You can then redefine
the HI's values in the Threshold Settings area. You will see the new HI, with its status based on the
new thresholds, within the Service Health application.
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Chapter 5: Customizing CI Indicator Settings
in a View
The following sections describe how to use the CI Indicators page to add KPIs, HIs (health indicators), and
context menus to CIs within a view, and edit existing indicator settings. You select one or more CIs in the
upper pane, and then modify CI definitions using the lower pane.
Related Topics:
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"Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77
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"Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84
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"Customizing the CI Data Over Time Setting (CI Properties Tab)" on page 96
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"Customizing CI Context Menus (CI Properties Tab)" on page 94
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"Creating Breakdowns in Local Impact Views" on page 110
To access
Select Administration > Service Health > CI Indicators.
Learn About
About KPIs and HIs
For general information on how these indicators work, see "Setting up KPIs and HIs" on page 50.
The default templates of KPIs and HIs are defined within the repositories. When you assign a KPI or HI to a
CI, you can use the default indicator properties as defined in the repository, or you can modify properties for
the indicators.
For details on the KPI repository, see "KPI Repository" on page 198. For details on the Indicator repository,
see "Indicator Repository" on page 216.
Note: Attaching an indicator to a CI, and defining the indicator properties, must be undertaken with care;
these actions can result in KPIs and HIs that give an inaccurate performance assessment in Service
Health. For details, see "Setting up KPIs and HIs" on page 50.
Selecting CIs in the <View Name> Pane
Within the CI hierarchy a CI may appear more than once. If you select a CI, all instances of that CI are
automatically selected.
Virtual CIs (defined in the RTSM as Group By CIs) cannot have indicators or context menus assigned to
them, and cannot have breakdowns defined on them. You cannot select virtual CIs in the CI Indicators page.
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UI Description
<View Name> Pane
The <View Name> pane in the upper part of the page displays CIs and their assigned KPIs. After you select a
view in the upper left corner, this pane shows the view name as its title. The pane displays a hierarchy of the
CIs in the view, their CI types, and their assigned KPIs. Each row in the table represents a CI in the view
hierarchy.
In local impact views, this pane also indicates whether a breakdown has been defined, for each CI in the view.
After you select one or more CIs in this pane, the KPIs and HIs that are shared by the selected CIs appear in
the CI Data pane. You can modify these details as required.
User interface elements are described below:
UI Element (A-Z)
Description
<Filter
Box>
At the top of each column there is a box which enables you to filter specific elements in the
column; for example you can select a CIT, or one or more KPIs to be displayed. To filter by
CI Name, press Enter to activate the filter.
When a CI matches a filter, its parent CIs are displayed as well. To select the CIs which
match a filter (for example for a bulk action), click the Select by Filter button.
<View
List>
Select a view from this dropdown list to display information on the CIs in this view.
The icons next to the view names indicate the type of view; for details see "Creating Global
Views and Local Impact Views (LIVs) with View Builder" on page 103.
Select all. Select all the CIs.
Clear Selection. De-select all the CIs.
Select by Filter. Select the CIs which match the filter (defined in the filter box at the top of a
column).
Expand all. Display all the CIs in the hierarchy.
Collapse all. Display only the highest level CIs in the hierarchy.
Refresh. Refresh the display.
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UI Element (A-Z)
Description
Breakdown In local impact views, this column shows one of the following regarding each CI:
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A breakdown can be defined on this CI (no icon).
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A breakdown has been defined, using this CI as the root CI.
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This CI is included in a defined breakdown (not as the root CI).
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No breakdown can be defined on this CI; a tooltip provides details.
To define a breakdown or display details on a breakdown that has been defined, select one or
more CIs and open the Breakdown tab in the CI Data pane.
Note: If you have selected a view which is not a local impact view, the breakdown column is
not visible, and the breakdown tab in the CI Data pane is disabled.
CI Name
The name of the CI.
CI Type
The CIT of the CI.
Hide KPIs
If KPIs are displayed, click the Hide KPIs button to remove the list of KPIs from the display.
KPIs
Icons representing each of the KPIs assigned to the CI; a tooltip shows the KPI name and its
associated business rule. (The Legend pane on the lower right side of the CI Indicators tab
also provides definitions of these icons.)
To edit, add, or remove KPIs, select one or more CIs and modify its KPI definitions within the
CI Data pane.
Show KPIs
If KPIs are not displayed, click the Show KPIs button to display the list of KPIs assigned to
the CIs.
Legend Pane
The Legend pane on the bottom right side of the page provides full names for the KPIs displayed in the upper
pane.
CI Data Pane
The CI Data pane on the lower left side of the page displays details regarding the CIs that you selected in the
upper pane of the CI Indicators page, and enables you to modify CI details. This pane enables you to perform
the following:
UI Element (A-Z)
Description
KPIs tab
Edit, add or remove KPIs on these CIs.
Health Indicators tab
Edit, add or remove HIs on these CIs.
CI Properties tab
Modify the context menus and CI data over time settings for these CIs.
Breakdown tab
Define CI breakdowns in local impact views.
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Note: If more than one CI is selected in the upper pane, the CI Data pane shows the information that is
shared by all the selected CIs. For example, if two CIs are selected in the CIs pane: one CI has
Availability and Performance KPIs assigned, and the other CI has only Availability assigned, the KPIs
tab shows the Availability KPI only.
Troubleshooting
Debugging the CI Indicators Page
To debug the CI Indicators page, press Alt-Ctrl-L to activate the client log debugging mechanism. The log
files are located in <username>\.hp\logs.
Adding KPIs to CIs, or Modifying KPI Settings (KPIs
Tab)
The following section describes how to add KPIs to CIs within a view, and how to modify existing KPI
settings within a view.
Note: For an overview of the CI Indicators tab, see "Customizing CI Indicator Settings in a View" on
page 74.
To access
1. Select Administration > Service Health > CI Indicators.
2. In the upper left corner of the CI Indicators tab, select a view.
3. In the lower left area, select the KPIs tab.
Learn About
Adding KPIs to CIs
There can be only one instance of each KPI for a CI. For each new KPI, you define the KPI type and business
rule. Where relevant, you also define additional information required by the rule.
You can attach a KPI that exists in the KPI Repository, or create a new KPI. For details, see "KPI Repository"
on page 198.
When you attach a KPI to multiple CIs, the KPI is added to all CIs that do not already have that KPI attached.
All instances of the KPI have the same defined business rule and properties.
Note: If you create an HI that has a Business Rule that uses a Groovy Script (for example API Group and
Sibling Rule), be aware that there is a 4k limit on the size of the KPI Calculation Script.
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Tasks
How to Add a KPI or Edit KPI Properties
1. Select a view within the CI Indicators tab, then select one or more CIs in the upper pane. You can use the
keyboard CTRL key to select multiple CIs.
2. The CI Data pane > KPIs tab shows the indicators that are assigned to all of the selected CIs. (If a KPI
is assigned to one of the CIs but not to another, it will not appear in this pane.)
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To add a KPI, click Add.
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To edit a KPI, select the indicator whose properties you want to modify, and click the Edit button.
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To remove a KPI from one or more CIs, select the indicator in the CI Data pane, and click the Delete
button.
3. Define KPI properties:
a. In the KPI area, specify the KPI and its business rule, calculation method, and related HIs (when
relevant).
b. In the KPI Properties area, define information required by the rule such as rule parameters or API
script, as well as the thresholds used to calculate KPI status.
Note: Adding a related HI to a KPI does not assign the HI to the CI itself; this means that if the
HI is assigned to the CI, this KPI will include the HI in its calculation.
The list of Available Health Indicators that can be used to calculate the KPI on the selected
CIs is based on their CI Types. The Indicator Repository defines which HIs are applicable to
each CI Type. For details, see "Indicator Repository" on page 216.
4. The KPI is added to all of the selected CIs that do not already have that indicator attached. All instances
of the indicator on these CIs will use the same defined business rule and properties.
If one of the selected CIs already has the indicator assigned, a dialog box enables you to either add the
indicator only to those CIs where it was not originally assigned, or override the original assignments on all
the CIs. For details, see "Confirm CI Changes Dialog Box" on page 99.
If you select a few CIs in the upper pane and edit an indicator assigned to these CIs using the lower
pane, this dialog box appears when a field changes from [Mixed Values] to a specific value. For
example, if a KPI has a Warning threshold of 80% on one CI and on another CI it has a threshold of 90%,
and you modify both to 95%, you can then specify which CI to change.For details, see "Modified Values
Dialog Box" on page 100.
Related Tasks
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"Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84
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"How to Define Thresholds for KPIs and HIs" on page 57
UI Description
This section includes:
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"CI Data Pane > KPIs Tab" below
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"Add KPI/Edit KPI Dialog Box" on the next page
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"Edit Health Indicators in KPI Calculation Dialog Box" on page 83
CI Data Pane > KPIs Tab
UI Element (A-Z)
Description
Add KPI. Create a new KPI.
Edit KPI. Edit the details of a selected KPI.
Delete KPIs. Delete one or more selected KPIs.
Synchronize KPIs with global view. This button is only enabled in a local impact view, if
you have deleted a KPI on one or more CIs. You can press this button to synchronize the
KPI on the local impact view with global views. If the KPI is still attached to the CI in global
views, it is restored in the local impact view. If it has been deleted from the CI in global
views, it is deleted in the local impact view.
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
Business
Rule
The business rule used to calculate the measurement and status for the KPI. If you have
selected multiple CIs and these CIs use different rules to calculate this KPI, [Mixed
Values] is displayed in this field.
For an explanation of the role of the rules, see "About Business Rules" on page 51. For
information about each individual rule, see "Understanding the Service Health Calculation
Rules" on page 267.
Calculated
Based On
This indicates if the KPI is calculated by:
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Health indicators and child KPIs. The KPI is calculated by the HIs assigned to the
CI, and by the KPIs assigned to the child CIs.
Assigned health indicators. The KPI is calculated by the HIs assigned to the CI.
KPIs assigned to child CIs. The KPI is calculated by the KPIs assigned to the child
CIs.
HIs; if none, use child KPIs. The KPI is calculated by the HIs assigned to the CI; if
there are no HIs assigned, the KPI is calculated by the KPIs assigned to the child CIs.
If you have selected multiple CIs and these CIs use different methods to calculate the KPI,
[Mixed Values] is displayed in this field.
KPI Domain The domain which contains this KPI. Domains are groups of KPIs which monitor similar
functions (for example Application or Network); this enables you to filter KPIs according to
these groupings. For details see KPI Domains in the APM User Guide.
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UI Element (A-Z)
Description
KPI Name
The name of the KPI assigned to the selected CI. For information about each KPI, see "List
of Service Health KPIs" on page 199.
Related
Health
Indicators
The list of HIs whose values are used in calculating this KPI. If multiple CIs are selected,
this field can show one of the following:
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Status
The names of the HIs that are used to calculate this KPI on all of the selected CIs.
Note that if an HI is used for only some of the CIs, it is not displayed.
No health indicators. None of the selected CIs use HIs to calculate this KPI.
No health indicators in common. None of the selected CIs use the same HIs to
calculate this KPI.
This column displays the current status of the KPI - active, or deleted. If a KPI has been
deleted from a CI in a local impact view, this column shows the KPI's status as Deleted.
(All other KPIs are listed as Active.)
Note: To realign a deleted KPI with its global view setting, click the Synchronize KPIs
with global view button.
Add KPI/Edit KPI Dialog Box
This dialog box enables you to assign KPIs to CIs or to edit the properties of a CI's KPIs. To access, select
CIs in the upper pane, and click Add KPI or Edit KPI in the lower KPIs tab.
KPI Area
User interface elements are described below:
UI
Element (A-Z)
Description
Add or remove HIs from the list of Related Health Indicators which are used to calculate the
KPI. For details, see "Edit Health Indicators in KPI Calculation Dialog Box" on page 83.
Note: Adding a related HI to a KPI does not assign the HI to the CI itself; this means that if
the HI is assigned to the CI, this KPI will include the HI in its calculation.
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UI
Element (A-Z)
Description
Business
Rule
After selecting a KPI, the Business Rule list is automatically updated to display all business
rules that are applicable for the selected KPI.
Applicable rules are those that are applicable to the CI Type and to the KPI, as defined in the
Rule Repository. For information about each individual rule, see "Understanding the Service
Health Calculation Rules" on page 267.
Select the required rule from the list. The rule is used to calculate the measurement and
status for the KPI.
If you have selected multiple CIs and these CIs use different rules to calculate this shared
KPI, [Mixed Values] is displayed.
Note: After selecting a rule, the dialog box is automatically updated to display the areas
(Business Rule Parameters, API Rule Definitions, Objective, and so on) that are
relevant for the selected rule.
Calculated Select one of the following calculation methods:
Based On
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Health indicators. The KPI is calculated by the HIs assigned to the CI.
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Create
New KPI
Child KPIs. The KPI is calculated by the KPIs assigned to the child CIs.
Health indicators and child KPIs. The KPI is calculated by the HIs assigned to the CI,
and by the KPIs assigned to the child CIs.
HIs; if none, use child KPIs. The KPI is calculated by the HIs assigned to the CI; if
there are no HIs assigned to the CI, the KPI is calculated by the KPIs assigned to the
child CIs.
Click this link to create a new KPI in the KPI Repository; you can then save changes to apply
this new KPI to the selected CIs.
For details, see "Add KPI/Edit KPI Dialog Box" on the previous page.
KPI
Select a KPI from the KPI list. The list contains the names of all available KPIs (KPIs that are
already attached to the CI are not included in the list). For an explanation of each individual
KPI, see "List of Service Health KPIs" on page 199.
Note: When defining a KPI for multiple CIs, the KPI list contains all KPI types (except those
already assigned to the CIs).
Related
Health
Indicators
This shows which HIs will be used to calculate the KPI on the selected CIs.
To modify, click the buttons to the right of this field, as described in the button descriptions
above.
KPI Properties Area
After you select a rule, the KPI Properties area displays the areas (Business Rule Parameters, PNR
Parameters, API Rule Definitions, and Thresholds) that are relevant for the selected rule, as described in
the following sections.
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Business Rule Parameters Area
This area enables you to view and modify rule parameters for the selected rule. All parameters have default
values.
If required, modify the parameter values by entering a new value in the appropriate boxes. The information
after each box indicates the type of value that can be entered (for example, Any Number, Text, or Boolean).
For information about rule parameters and possible values, refer to the relevant rule as described in "List of
Rule Parameters" on page 253.
PNR Parameters Area
This area enables you to define parameters relevant for the PNR KPI. For details, see "How to Attach a PNR
KPI to a CI" on page 204.
User interface elements are described below:
UI Element (A-Z)
Description
Calendar
Select the calendar for which the PNR KPI is calculated.
SLA
Select the agreement for which the PNR KPI is calculated.
SLM KPI
Select the Service Level Management KPI for which the PNR KPI is calculated.
Tracking Period
Select the tracking period for which the PNR KPI is calculated.
API Rule Definitions Area
This area is displayed when you select an API rule in the Business rule list. For details, see Service Health
Rules API - Overview in the APM Extensibility Guide.
User interface elements are described below:
UI Element (A-Z)
KPI
Calculation
Script
Description
Enter the KPI calculation script for the rule you are creating using the Rules API. The
contents of the script depends on the rule type, as follows:
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Sample
Fields
API Group and Sibling Rule. See API Group and Sibling Rule in the APM Extensibility
Guide.
API Sample Rule. See API Sample Rule in the APM Extensibility Guide.
API Duration-Based Rule. See API Duration-Based Sample Rule in the APM
Extensibility Guide.
Enter the names of the sample fields you want to use in the script. Separate between the
sample names with a comma.
Note: Displayed only when you select the API Sample rule or the API Duration-Based
rule in the Business rule list.
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Thresholds Area
This area enables you to define value ranges that are used to determine status for the KPI. The measurement
for the KPI (calculated by the business rule) is compared with the thresholds, and a color status is assigned
accordingly.
The thresholds are defined in a unit of measurement appropriate to the type of data dealt with by the rule. The
unit is indicated after the thresholds value box.
This area is displayed when relevant. If required, you can modify the default values for the thresholds. For
details, see "How to Define Thresholds for KPIs and HIs" on page 57.
User interface elements are described below:
UI Element (A-Z)
Description
OK, Warning, Minor,
Major, Critical
Enter the required threshold value for each status in the appropriate box. Ensure
that the numbers you enter are logically ordered.
Operator
Select the required operator. This operator is applied for all the thresholds.
Edit Health Indicators in KPI Calculation Dialog Box
This dialog box enables you to add or remove HIs (health indicators) from the list of HIs which are used to
calculate a KPI, on one or more CIs.
To access, within the Add/Edit KPI dialog box, click the Edit button next to the Related Health Indicators
field.
User interface elements are described below:
UI Element (A-Z)
Description
Move all HIs to the Selected Health Indicators list.
Select an HI from the Available Health Indicators list, and click to add it to the
Selected Health Indicators list.
Select an HI from the Selected Health Indicators list, and click to remove it.
Remove all HIs from the Selected Health Indicators list.
Available Health
Indicators
This shows the list of HIs that can be used to calculate the KPI on the selected CIs,
based on their CI Types.
Selected Health
Indicators
This shows which HIs will be used to calculate the KPI on the selected CIs.
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Adding HIs to CIs, or Modifying HI Settings (Health
Indicators Tab)
The following section describes how to add HIs to CIs within a view, and how to modify existing HI settings
within a view.
Note: For an overview of the CI Indicators tab, see "Customizing CI Indicator Settings in a View" on
page 74.
To access
1. Select Administration > Service Health > CI Indicators.
2. In the upper left corner of the CI Indicators tab, select a view.
3. In the lower left area, select the HIs tab.
Learn About
Adding HIs to CIs
You can use the following procedure to attach an HI that exists in the Indicator Repository, or create a new HI.
For details, see "Indicator Repository" on page 216.
There can be only one instance of each HI for a CI. For each new HI, you define the HI type and business rule.
Where relevant, you also define additional information required by the rule.
When you attach an HI to multiple CIs, it is added to all CIs that do not already have that HI attached. All
instances of the HI have the same defined business rule and properties.
Tasks
How to Add an HI or Edit HI Properties
1. Select a view within the CI Indicators tab, then select one or more CIs in the upper pane. You can use the
keyboard CTRL key to select multiple CIs.
2. The CI Data pane > HIs tab shows the indicators that are assigned to all of the selected CIs. (If an HI is
assigned to one of the CIs but not to another, it will not appear in this pane.)
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To add an HI, click Add.
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To edit an HI, select the indicator whose properties you want to modify, and click the Edit button.
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To remove an HI from one or more CIs, select the indicator in the CI Data pane, and click the Delete
button. When you delete an HI, it is also removed from the Related HIs list of the KPIs which are
calculated by that HI.
3. Define HI properties:
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If the HI is event-based and not metric-based, select Health Indicator Fed By > Events Only; no
further configuration is required. For details on the different types of HIs, see "Events and HIs Overview" on page 216.
If the HI is also metric-based, select Health Indicator Fed By > Metrics and Events, and specify
the HI's business rule. In the Health Indicator Properties area, define information required by the
rule such as rule parameters or API script, as well as the thresholds used to calculate HI status. Use
selector definitions to filter the samples relevant for the HI.
Note: If an HI has a default rule defined in the repository this rule is initially selected for the HI;
otherwise the first applicable rule in alphabetical order is selected. If there is no applicable rule for the
HI, no rule is selected.
When you add an HI to a CI, its selector is taken by default from the HI Assignments, if there is an
assignment that matches this HI. If not, you are prompted to define the HI's selector.
4. The HI is added to all of the selected CIs that do not already have that indicator attached. All instances of
the indicator on these CIs will use the same defined business rule and properties.
If one of the selected CIs already has the indicator assigned, a dialog box enables you to either add the
indicator only to those CIs where it was not originally assigned, or override the original assignments on all
the CIs. For details, see "Confirm CI Changes Dialog Box" on page 99.
If you select a few CIs in the upper pane and edit an indicator assigned to these CIs using the lower
pane, this dialog box appears when a field changes from [Mixed Values] to a specific value. For
example, if a KPI has a Warning threshold of 80% on one CI and on another CI it has a threshold of 90%,
and you modify both to 95%, you can then specify which CI to change.For details, see "Modified Values
Dialog Box" on page 100.
How to Define Selectors for HIs
When you assign an HI (health indicator) to a CI, you can define selector expressions to filter data samples to
target only those samples that are relevant for the HI. A selector expression requires a Field, an Operator, a
Type, and a Value, defined in that order.
This section includes:
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"How to define a selector" below
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"How to define an additional selector expression within a block" on the next page
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"How to define an alternative expression block" on page 87
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"How to combine blocks that have internal conditions" on page 87
How to define a selector
1. Within the CI Indicators tab, select one or more CIs in the upper pane. You can use the keyboard CTRL
key to select multiple CIs.
2. Within the CI Data pane, select the Health Indicators tab, and open an HI for editing.
3. Within the Add Health Indicator/Edit Health Indicator dialog box, locate the Selector area and perform
the following actions:
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To add a new expression group, click Add Row > Add OR Clause.
To add a selector expression to an existing group, select a row within a group and click Add Row >
Add Selector Expression.
4. Define one or more selector expressions to build your selector, as follows:
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Enter the required reference property in the Field box and select an operator from the Operator list.
Enter details regarding the required value for the property in the Type and Value box.
Every selector must include the definition of the sample type required for the HI, so when manually
defining a selector, at least one selector expression must contain this information.
For example, for an HI that relates to transaction measurements, the selector must catch transaction
samples, which are defined by the sample type trans_t in the selector. For details on these samples,
see "Sample: BPM Transaction (trans_t)" on page 1270.
Tip: The Field and Value properties are case sensitive and must be entered precisely as used in
the data samples from the data source, or the selector fails. The recommended method is to take
the values from the samples published on the bus. For details, see "Data Samples" on page 1258.
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Narrow the filter by using a logical And operator to attach additional selector expressions to an
expression block.
Widen the filter by using a logical Or operator to add alternative expression blocks (each containing one
or more selector expressions).
You can define as many selector expressions and blocks of selector expressions as required.
How to define an additional selector expression within a block
To define an additional selector expression within a block, click the Add Row button and select Add
Selector Expression. For example, you can define a filter that looks for transaction samples that contain
both profile name X and transaction name Y.
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How to define an alternative expression block
To define an alternative expression block, click the Add Row button and select Add OR Clause. For
example, you can define a filter that looks for transaction samples that contain either profile name X or
transaction name Y.
How to combine blocks that have internal conditions
You can also combine blocks which use internal conditions. For example, a data sample qualifies for the
following selector if the selector expressions a and b in block 1 are both true, or if the selector expressions c
and d in block 2 are both true.
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Related Tasks
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"Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77
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"How to Define Thresholds for KPIs and HIs" on page 57
UI Description
This section includes:
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"CI Data Pane > Health Indicators Tab" below
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"Add Health Indicator/Edit Health Indicator Dialog Box" on the next page
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"Add New/Edit Selector Field Dialog Box" on page 93
CI Data Pane > Health Indicators Tab
UI
Element (A-Z)
Description
Add Health Indicator. Create a new HI.
Edit Health Indicator. Edit the details of a selected HI.
Delete Health Indicators. Delete one or more selected HIs.
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UI
Element (A-Z)
Description
Synchronize Health Indicators with global view. This button is only enabled in a local
impact view, if you have deleted an HI on one or more CIs. You can press this button to
synchronize the HI on the local impact view with global views. If the HI is still attached to the
CI in global views, it is restored in the local impact view. If it has been deleted from the CI in
global views, it is deleted in the local impact view.
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
Business The business rule used to calculate the measurement and status for the HI. If you have
Rule
selected multiple CIs and these CIs use different rules to calculate this shared HI, [Mixed
Values] is displayed in this field.
For an explanation of the role of the rules, see "About Business Rules" on page 51. For
information about each individual rule, see "Understanding the Service Health Calculation
Rules" on page 267.
Health
Indicator
Name
The name of the HI assigned to the selected CI.
Related
KPIs
The list of KPIs which use this HI in their calculations.
Scope
This displays one of the following:
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Status
Global. The HI exists in the global view and has not been overridden in the local impact
view. In a global view all HIs are global.
Local. The HI was overridden or created in the local impact view.
This column displays the current status of the HI - active, or deleted. If an HI has been deleted
from a CI in a local impact view, this column shows the HI's status as Deleted. (All other HIs
are listed as Active.)
Note: To realign a deleted HI with its global view setting, click the Synchronize Health
Indicators with global view button.
Add Health Indicator/Edit Health Indicator Dialog Box
This dialog box enables you to assign HIs to CIs or to edit the properties of a CI's HIs . To access, select CIs
in the upper pane, and click Add Health Indicator or Edit Health Indicator in the lower Health Indicators
tab.
This dialog box enables you to assign HIs (health indicators) to CIs, or to edit the properties of a CI's HIs.
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Health Indicator Area
User interface elements are described below:
UI
Element (A-Z)
Description
Business After selecting an HI, the Business Rule list is automatically updated to display all business
Rule
rules that are applicable for the selected HI.
Applicable rules are those that are applicable to the CI Type, as defined in the Indicator
Repository. For information about each individual rule, see "Understanding the Service Health
Calculation Rules" on page 267.
Select the required rule from the list. The rule is used to calculate the measurement and status
for the HI.
If you have selected multiple CIs and these CIs use different rules to calculate this shared HI,
[Mixed Values] is displayed.
Note: After selecting a rule, the dialog box is automatically updated to display the areas
(Business Rule Parameters, API Rule Definitions, Objective, and so on) that are relevant
for the selected rule.
Health
Indicator
Select an HI from the Health Indicator list. The list contains the names of all available HIs
based on CI Types; the Indicator Repository defines which HIs are applicable to each CI Type.
For details, see "Indicator Repository" on page 216.
HIs that are already attached to the CI are not included in the list.
Note: When defining an HI for multiple CIs, this list contains the HIs that are applicable for all
of the CIs (according to their CI Types).
Health
Indicator
Fed By
This shows one of the following:
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Events Only. The status of the HI is event-based, taken from an ETI. In this case, this
dialog box only shows the areas that are relevant for defining event-based HIs.
Metrics and Events. The status of the HI may be metric-based (from samples), or eventbased (from an ETI). In this case, you must also specify the rule used to calculate the HI,
and any required rule parameters.
{Mixed Values}. The HI is assigned to more than one CI, and in one CI (or more) it is based
on events only, and in one CI (or more) it is based on metrics and events. In this case, you
must also specify the rule used to calculate the HI, and any required rule parameters.
Select one of these options to define the source of the HI's status.
For details on the types of HIs, see "Events and HIs - Overview" on page 216.
Health Indicator Properties Area
If your HI is metric-based, after you select a rule the Health Indicator Properties area displays the areas
(Business Rule Parameters, API Rule Definitions, Thresholds, and Selectors) that are relevant for the
selected rule, as described in the following sections.
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Business Rule Parameters Area
This area enables you to view and modify rule parameters for the selected rule. All parameters have default
values.
If required, modify the parameter values by entering a new value in the appropriate boxes. The information
after each box indicates the type of value that can be entered (for example, Any Number, Text, or Boolean).
For information about rule parameters and possible values, refer to the relevant rule in "List of Rule
Parameters" on page 253.
API Rule Definitions Area
This area is displayed when you select an API rule in the Business rule list. For details, see Service Health
Rules API in the APM Extensibility Guide.
User interface elements are described below:
UI Element (A-Z)
KPI
Calculation
Script
Description
Enter the KPI calculation script for the rule you are creating using the Rules API. The
contents of the script depends on the rule type, as follows:
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Sample
Fields
API Group and Sibling Rule. See API Group and Sibling Rule in the APM
Extensibility Guide.
API Sample Rule. See API Sample Rule in the APM Extensibility Guide.
API Duration-Based Rule. See API Duration-Based Sample Rule in the APM
Extensibility Guide.
Enter the names of the sample fields you want to use in the script. Separate between the
sample names with a comma.
Note: Displayed only when you select the API Sample rule or the API Duration-Based
rule in the Business rule list.
Thresholds Area
This area enables you to define value ranges that are used to determine status for the HI. The measurement
for the HI (calculated by the business rule) is compared with the thresholds, and a color status is assigned
accordingly.
The thresholds are defined in a unit of measurement appropriate to the type of data dealt with by the rule. The
unit is indicated after the thresholds value box.
This area is displayed when relevant. If required, you can modify the default values for the thresholds. For
details, see "How to Define Thresholds for KPIs and HIs" on page 57.
User interface elements are described below:
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UI Element (A-Z)
Description
OK, Warning, Minor,
Major, Critical
Enter the required threshold value for each status in the appropriate box. Ensure
that the numbers you enter are logically ordered.
Operator
Select the required operator. This operator is applied for all the thresholds.
Selector Area
This area enables you to define a selector that identifies which data samples are relevant for this health
indicator on this CI. The selector acts as a filter for the incoming data, so that the Service Health engine can
map the incoming data samples that match the filter, to the HI and CI.
If you select Use Default, the selector is taken from the HI Assignments, if there is an assignment that
matches this CI and HI. If not, you are prompted to define the HI's selector.
For details on selector functionality, see "Selectors for Metric-Based HIs" on page 59. For details on each of
the selector expression fields, see "Add New/Edit Selector Field Dialog Box" on the next page.
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element (A-Z)
Description
Add Row. The dropdown list contains two options:
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Add Selector Expression. Enables you to define a selector expression to add to the
selector filter currently selected in the Selector table. The added selection expression
has an AND relationship.
Add OR Clause. Enables you to define a selector expression to add to the selector
table, as the first expression in a new selector filter. The new selector filter has an OR
relationship with other selector filters in the Selector.
Edit. Opens the Edit Selector Field dialog box for the currently selected selector expression
row, where you can edit the expression details.
Delete. Deletes one or more selected selector expressions rows. The button deletes a
whole selector filter if the AND or OR heading for the filter is selected.
Copy. Use to copy one or more selector expression rows, or a whole selector filter, to the
clipboard. The copied expressions are then available to paste within the current selector.
Cut. Use to cut one or more selector expression rows and paste them elsewhere within the
selector.
Note: The rows continue to appear until you click Paste.
Paste. Pastes the selector expression rows on the clipboard to the Selector table. The
expressions are pasted after the selected row in the table.
If you are pasting a whole selector filter, it is pasted as a new filter (with OR relationship).
AND
Group heading for a single selector filter in the Selector table.
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UI Element (A-Z)
Description
Copy
Selector to
Clipboard
Copies the entire contents of the Selector table to the clipboard, for use in other HI selectors.
Expression
Summary
When you have defined a selector, this area displays a summary of the selector conditions.
Field Name
The field that is searched for in the incoming data samples, to compare with the selector
expression. For details on the sample fields, see "Data Samples" on page 1258.
Operator
The relational operator that is used to compare the actual value for the referenced field
against the value defined in the selector expression.
For details on each operator usage, see "Selector Expression Operators - Reference" on
page 98.
OR
Group heading for each selector filter in the Selector table, when there are two or more filters.
Paste
Selector
from
Clipboard
Pastes the selector on the clipboard to the Selector table.
Type
The data type for the specified value (can be String, Double, Integer, Long, Boolean, Float,
or Binary).
Note: The pasted selector overwrites any information previously in the Selector table.
Use Default Select this check box to use the default selector definition. If there is an HI assignment that
matches this CI and HI, the default from the assignment is used. If not, you are prompted to
define the HI's selector.
To define a non-default selector, clear this check box.
Value
The value that is compared with the actual field value in the data samples.
Add New/Edit Selector Field Dialog Box
This dialog box enables you to define a selector expression, as part of the selector for an HI or an Outage KPI.
The selector expression is compared against each incoming data sample, generating a result of either TRUE
or FALSE.
To access, in the Add Health Indicator/Edit Health Indicator dialog box > Selector Area, click Add Row
> Add Selector Expression/Add OR Clause, or click the Edit button for an existing selector expression.
For details, see "How to Define Selectors for HIs" on page 85.
User interface elements are described below:
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UI
Element (A-Z)
Description
Field
Name
The field that is searched for in the incoming data samples, to compare with the selector
expression. For details on the sample fields, see "Data Samples" on page 1258.
Operator The relational operator, used to compare the value defined in the Value box in the selector
expression, against the actual field value in the data sample.
For example, if the selected operator is notPrefix, then the text entered in the Value box is
compared with the beginning of the value for the relevant field in each data sample. When the
prefix value in the sample does not match, the selector expression gives a TRUE result.
Select the required operator from the dropdown list. For details on each operator usage, see
"Selector Expression Operators - Reference" on page 98.
Type
The data type used in the samples for the specified value, for example, String, Integer, and so
forth.
Value
The value that is compared with the actual field value in the data sample, to establish if the
sample qualifies as TRUE for this selector expression.
Customizing CI Context Menus (CI Properties Tab)
CI context menu settings define which menu commands can be accessed from a CI, within the Service
Health application. The following section describes how to modify CI context menu definitions, using the
CI Indicators page.
Note: For an overview of the CI Indicators tab, see "Customizing CI Indicator Settings in a View" on
page 74.
To access
1. Select Admin > Service Health > CI Indicators.
2. In the CI Data pane, select the CI Properties tab.
Learn About
CI Context Menus
For details on the context menus available in Service Health, see "List of Context Menus" on page 329.
For details on modifying context menu templates, see "Context Menu Repository" on page 328.
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Tasks
How to Customize a CI's Context Menu
1. Select a view within the CI Indicators tab, then select one or more CIs in the upper pane. You can use the
keyboard CTRL key to select multiple CIs.
The CI Data pane > CI Properties tab shows the context menus that are assigned to all of the selected
CIs. (If a menu is assigned to one of the CIs but not to another, it will not appear in this pane.)
2. Click Add, or select a menu and click Delete.
For details on the context menus available in Service Health, see "List of Context Menus" on page 329.
UI Description
CI Data Pane > CI Properties Tab
UI Element (A-Z)
Description
Add Context Menu. Add a context menu to the selected CIs.
Delete Context Menu. Delete one or more selected context menus from the
selected CIs.
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
<Context menu>
The name of the context menus assigned to the selected CIs. For details, see "List
of Context Menus" on page 329.
Save KPI data over
time for the
selected CIs
Select to set HPE Application Performance Management to save KPI data for CIs.
For details, see "Customizing the CI Data Over Time Setting (CI Properties Tab)"
on the next page.
Note: This option is not available in local impact views.
Edit Context Menus Dialog Box
This dialog box enables you to assign context menus to CIs.
To access, in the CI Data pane > CI Properties tab, click the Add button.
UI Element
Description
Select a context menu from the Available Context Menus list, and click to add it to
the Active Context Menus list.
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UI Element
Description
Select a context menu from the Active Context Menus list and click to remove it.
Available Context
Menus
The context menus that can be added to the selected CIs.
Active Context
Menus
The context menus that are assigned to the selected CIs.
Customizing the CI Data Over Time Setting (CI
Properties Tab)
The CI data over time setting defines whether APM saves KPI status change data for CIs. The following
section describes how to modify CI data over time persistency settings using the CI Indicators page.
Note: For an overview of the CI Indicators tab, see "Customizing CI Indicator Settings in a View" on
page 74.
To access
1. Select Admin > Service Health > CI Indicators.
2. In the CI Data pane, select the CI Properties tab.
Learn About
Data Over Time Settings
For APM to save status changes for a KPI (persistent data), the KPI must be attached to a CI whose Save
KPI data over time for this CI option has been selected. The option is selected by default for logical CIs,
and for CIs that are important for problem isolation, such as Business Application, Business Process,
Business Service, and Host.
When this option is selected, all status changes are saved. For details on how to save data on actual
measurements for KPIs, see "How to Modify Global Parameters to Save KPI Measurements" on page 241.
If you select the Save KPI data over time for this CI option, and also activate the
saveValuesToPersistency global parameter, the following information is stored in the database:
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Every status change for each KPI
The current calculated value for each KPI, read at regular time intervals (the default time interval is 15
minutes)
Tip: Saving historical data for long periods of time or for many CIs and KPIs should be used with care;
using this option can require a lot of database disk space and affect overall performance. When you no
longer require data to be saved for a CI, clear the Save KPI data over time for this CI check box for
that CI. Alternatively, make sure to define purging by the Partition Manager according to your retention
policy. For details, see Creating Databases in the APM Platform Administration Guide.
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KPI over time data is used in the Service Health reports. For details, see CI Status Reports in the APM User
Guide.
Tasks
How to Customize Data Over Time Settings
1. Select a view within the CI Indicators tab, then select one or more CIs in the upper pane. You can use the
keyboard CTRL key to select multiple CIs.
2. Within the CI Data pane > CI Properties tab, select or clear the Save KPI data over time for the
selected CIs checkbox to modify persistency settings for the selected CIs.
UI Description
See "Customizing CI Context Menus (CI Properties Tab)" on page 94.
Additional Information: CI Indicators Page
You can find additional information on working with the CI Indicators page in the following sections:
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"Keyboard Navigation - CI Indicators Page" below
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"Selector Expression Operators - Reference" on the next page
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"Confirm CI Changes Dialog Box" on page 99
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"Modified Values Dialog Box" on page 100
Keyboard Navigation - CI Indicators Page
Note: This topic is related to the following: "Customizing CI Indicator Settings in a View" on page 74.
You can use the following keyboard combinations to navigate the CI Indicators page and its related dialog
boxes:
CI Indicators Page
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Ctrl + Alt + M: Move focus to the main toolbar > View selector.
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Ctrl + Alt + B: Move focus to the lower toolbar.
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Ctrl + Alt + E: Expand all.
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Ctrl + Alt + C: Collapse all.
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Ctrl + Alt + A: Select all CIs.
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Ctrl + Shift + A: Deselect all CIs.
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Ctrl + A: When focus is on the KPIs/HIs/CI Properties tab, select all KPIs/HIs/context menus.
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Ctrl + E: Edit the focused KPI/HI (when relevant tab is selected).
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Ctrl + D: Delete the focused KPI/HI (when relevant tab is selected).
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Ctrl + N: New KPI/HI (when relevant tab is selected).
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Ctrl + R: Refresh.
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Alt + Enter: Open the CI Properties popup window.
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Alt + F4: Close popup windows or cancel.
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Ctrl + Alt + F: Select CIs by filter.
Add/Edit KPIs Dialog Box
Ctrl + Alt + G: Enter/exit the KPI Calculation Script text area (Groovy rule editor).
Note:
Create New KPI link is not accessible via keyboard because repositories do not currently supporting
keyboard navigation.
CI Properties Tab
Ctrl + Alt + S: Select the Save KPIs Over Time checkbox.
General
You can use standard Windows navigation keys Tab (forwards) and Shift + Tab (backwards) when inside
a data table of any kind (for example the KPIs/HIs tab). When focus is in a particular area
(CIs/KPIs/HIs/CI Properties tab), the Tab key will not take you to another area. Use one of the shortcuts
above, or use Ctrl + Tab or Ctrl + Shift + Tab to navigate to the next/previous table.
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To click buttons, use the Enter key or Space bar.
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To navigate inside dropdown lists, use the arrow keys.
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To click the Export to Excel or PDF buttons, use the Space bar.
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To select checkboxes, use the Space bar.
Selector Expression Operators - Reference
The following table describes the relational operators used in the selector expressions for HIs. The operators
are used to compare the value defined in the selector expression against the property value in the data
sample.
Note: This topic is related to the following: "How to Define Selectors for HIs" on page 85.
Operator
Description
=
The value for the specified property in the data sample must exactly equal the value
defined in the selector expression.
!=
The value for the specified property in the data sample must not be equal to the value
defined in the selector expression.
in
The value for the specified property in the data sample must be one of the values
(separated by commas) defined in the selector expression. For example, if sample S1 has
an attribute A1 with the value V1, the following is true:
A1 in V1,V2,V3.
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Operator
Description
not in
The value for the specified property in the data sample must not be one of the values
(separated by commas) defined in the selector expression.
>
The value for the specified property in the data sample must be greater than the value
defined in the selector expression.
<
The value for the specified property in the data sample must be smaller than the value
defined in the selector expression.
matches
The value for the specified property in the data sample must match the value defined in
the selector expression. This uses the Java Regex language. For details, see:
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doesn't match
Oracle Regular Expressions:
http://java.sun.com/developer/technicalArticles/releases/1.4regex/
Java Regex tester: http://www.regexplanet.com/advanced/java/index.html
The value for the specified property in the data sample must be different from the value
defined in the selector expression. This uses the Java Regex language. For details, see:
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Oracle Regular Expressions:
http://java.sun.com/developer/technicalArticles/releases/1.4regex/
Java Regex tester: http://www.regexplanet.com/advanced/java/index.html
>=
The value for the specified property in the data sample must be more than or equal to
the value defined in the selector expression.
<=
The value for the specified property in the data sample must be less than or equal to the
value defined in the selector expression.
prefix
The value for the specified property in the data sample must start with the string defined
in the selector expression.
notPrefix
The value for the specified property in the data sample must not start with the string
defined in the selector expression.
suffix
The value for the specified property in the data sample must end with the string defined in
the selector expression.
notSuffix
The value for the specified property in the data sample must not end with the string
defined in the selector expression.
Confirm CI Changes Dialog Box
This dialog box appears if you add a KPI or HI (health indicator) to multiple CIs, and this indicator is already
assigned to one or more of the CIs. The dialog box enables you to add the indicator to the CIs where it was not
originally assigned, or to override the original assignments on all the CIs. Each row in the table represents a CI
where the indicator is already assigned.
Note: This topic is related to the following: "Customizing CI Indicator Settings in a View" on page 74.
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To access
Select Admin > Service Health > CI Indicators. Select multiple CIs using the upper
pane, and add a KPI or HI using the CI Data pane.
Important
information
After you click Show Details, the dialog box contains the user interface elements
described below.
Relevant
tasks
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"Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77
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"Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84
User interface elements are described below:
UI Element (A-Z)
Description
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
Business
Rule
The business rule used to calculate the KPI or HI that is already assigned to the specified
CI.
CI
The name of the CI where the indicator is already assigned.
CI Type
The CI Type (CIT) of the CI where the indicator is already assigned.
Hide Details
Collapse the dialog box and hide details.
Keep
Existing
Keep the original indicator assignments, and add the indicator only to those CIs where it
was not originally assigned.
Override
Existing
Replace the original indicator assignments on all of the selected CIs with the new indicator
assignments.
Show Details Expand the dialog box and display details on each of the CIs where the indicator is already
assigned.
Modified Values Dialog Box
You can modify KPI or HI (health indicator) settings using the CI Data pane. If you select a few CIs in the
upper pane and edit an indicator assigned to these CIs using the lower pane, this dialog box appears when a
field changes from [Mixed Values] to a specific value. For example, if a KPI has a Warning threshold of 80%
on one CI and on another CI it has a threshold of 90%, and you modify both to 95%, this dialog box enables
you to specify which CI to change.
Each row in the table shows a field for a particular CI, and its corresponding values.
Note: When you change a KPI's business rule from [Mixed Values] to a specific rule this dialog box
does not appear, unless you have changed the Calculated Based On or Related Health Indicators
field to a specific value.
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To access
Select Admin > Service Health > CI Indicators.
Select multiple CIs using the upper pane, and change settings of a KPI or HI assigned to
these CIs, using the CI Data pane.
Important
information
If you click Save, your changes are implemented for all the selected CIs. To implement
changes for specific CIs but not for others, click Show Details.
This is particularly useful when changing settings for a large number of CIs at once, if you
want to leave one or two CIs with their original settings.
Relevant
tasks
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"Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on page 77
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"Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84
After you click Show Details, the dialog box contains the user interface elements described below:
UI
Element (A-Z)
Description
Select All. Override the original settings on all the CIs. This selects the Override check boxes
on the current page; if there are additional pages in the table they are not selected.
Clear Selection. Keep the original settings on all the CIs. This clears the Override check boxes
on the current page; if there are additional pages in the table they are not cleared.
Show Details. Select a row and click to show details of the fields in an expanded window.
This is useful if you want to view details such as selectors or API scripts which generally do not
fit within a table cell.
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
When the table contains multiple pages, use the page scroller to move forwards and backwards
through the pages.
CI
Name
The name of the CI where the selected indicator is assigned.
Field
Name
The name of the field that was modified within the indicator definitions.
Hide
Details
Collapse the dialog box and hide details.
New
Value
The new value that you have defined for the indicator.
Old
Value
The original value that was defined for the indicator.
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UI
Element (A-Z)
Description
Override Select this box to change the indicator definition from the old value to the new value on a
specific CI.
By default all rows are selected; if you clear this box, the old value is used for the CI.
Section
The area within the KPI or HI definition where the value was modified (for example, Threshold).
Show
Details
Expand the dialog box and display details, to specify which CI to change.
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Chapter 6: Creating Global Views and Local
Impact Views (LIVs) with View Builder
The View Builder enables you to create or modify views directly within Service Health Administration. You
can create or modify pattern views, template based views, and perspective based views, as well as
templates and perspectives. View Builder uses the RTSM Modeling Studio interface. For details, see
"Modeling Studio Overview" in the Modeling Guide.
Within Service Health Administration, you can use the View Builder to create or edit two types of views:
global views and local impact views. For each view, the View Builder enables you to define which KPIs are
displayed in the view, and which are included in CI calculations.
To access
Select Admin > Service Health > View Builder
Learn About
Global Views
The default views within APM are global views. Within a global view, when you modify KPI or health indicator
(HI) definitions on a CI, your changes are reflected in all views which contain the CI, across APM.
In a global view, KPIs are calculated based on the view topology in the RTSM. For example, suppose you
have a CI with 2 child CIs, and the parent CI has a KPI that is also found on both of the child CIs. The KPI on
the parent CI is calculated based on the KPIs on both of the children, even if one of the children is hidden in
the view. For details on hidden children, see How to Find Visible and Hidden Child CIs in the APM User
Guide.
Local Impact Views
View Builder enables you to also create local impact views, which are independent of all other views. When
you modify KPI or HI definitions on a CI within a local impact view, this has no effect on this CI in all other
views.
For example, if you modify a rule parameter for an indicator on a CI in a local impact view, the CI in all other
views will not have this parameter modified. In contrast, if you modify an indicator on a CI in a global view, the
indicator is modified on this CI in all other views as well.
Local impact views operate on a WYSIWYG (what you see is what you get) principle. For example, suppose
you have a global view which contains a number of CIs representing business transactions, and you are only
interested in the data coming from two or three significant transactions. You can create a local impact view
based on the global view, remove the less important transactions from the local impact view, and the
calculations within the view are performed using only those transactions that are visible within the view.
In contrast, within a global view you can hide CIs from being displayed, but calculations within the view are
performed using all of the CIs that exist in the view, including those that are hidden from display.
Note: You can create up to 100 local impact views. Each local impact view can contain up to 1000 CIs.
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To modify these limits, contact HPE Support.
Breakdowns in Local Impact Views
Some data collectors collect information based on many dimensions (application, transaction, location, and
so on), but KPIs are calculated and displayed within Service Health according to a specific dimension. For
example, if BPM is monitoring a transaction which runs from three different locations, Service Health displays
the average time of all three locations.
Within local impact views, you can configure data breakdowns on CIs, so that data on their child CIs is broken
down according to a particular dimension. For example, if you want to monitor transaction performance in
specific locations, you can define a breakdown by location to calculate KPIs in smaller granularity.
Breakdowns are only available in local impact views.
For details, see "Creating Breakdowns in Local Impact Views" on page 110.
HI and KPI Calculations in Local Impact Views
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When you create a local impact view, HI and KPI statuses and values are copied from the model, and are
identical to the statuses and values of these indicators in global views.
The Last Status Change setting for HIs in a local impact view reflects the time the view is created, until
the next time statuses are updated.
Trend and History data for indicators are not copied from the model, but are calculated from when the
view is created.
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When you create a local impact view based on another local impact view (using the Save As option), the
new view copies statuses and values from the model, and not from the original local impact view.
If a CI is removed from a local impact view (for example if hidden from the view, or excluded by pattern
conditions), any customized indicator definitions on the CI are deleted. If the CI is restored to the view, its
default indicator settings are restored.
Note: Since event-based HIs are not configurable, you cannot create a new event-based HI in a local
impact view.
Local Impact View Topology
The topology of a local impact view should be based on a sequence of impact links as they are organized in
the impact model (without reversing direction).
For example, if you include a compound link relationship in your local impact view, the calculation will be
based on the impact links that are not visible in the view, and you may encounter unexpected results.
KPI calculation within a local impact view (as in a global view) is based on the Impact links between the CIs in
the view. For example, suppose CI1 has a child CI (CI2) defined via an Impact link, and these CIs are inverted
within a view so that CI2 appears to be the parent and CI1 appears to be the child. Their KPIs are calculated
according to the Impact link, and not according to their appearance in the view (also called View Folding), so
CI1 is still the parent CI when calculating KPIs.
Deleting Indicators in a Local Impact View
If you delete HIs or KPIs from one or more CIs in a LIV in the CI Indicators tab, the indicator is shown as
deleted in the Status column. To synchronize the indicator on the local impact view with the global views,
click Synchronize KPIs with global view. If the indicator is still attached to the CI in global views, it is
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restored in the local impact view. If it has been deleted from the CI in global views, it is deleted in the local
impact view. For user interface details, see "Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab)" on
page 77 and "Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab)" on page 84.
Tasks
How to create a view, template, or perspective
To create a view, template, or perspective, click the Create a New Local Impact View or Create a New
Global View button, and select the type of view you want to create.
When you create a view, template, or perspective within View Builder, you use the RTSM Modeling Studio
interface. For details on how to define each type of view, refer to the following sections:
Pattern View
"Create a Pattern View" in the Modeling Guide
Template-Based View
"Create a Template Based View" in the Modeling Guide
Perspective-Based View
"Build a Perspective-based View Based on a Model" in the Modeling Guide
Template
"Create a Template" in the Modeling Guide
Perspective
"Create a Perspective" in the Modeling Guide
How to clone and edit an existing view
You can clone an existing view to create a view that is based on the original view. For example, if you have a
global view which you want to customize but still leave the global view intact, you can clone the global view
and save it as a local view. You can then make changes to the CIs and indicators on the local view, without
having an effect on other views.
To clone a view and open the copy for editing, select a view, and click the Save As button. Note the following:
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If you are cloning a global view, you can create a global view or a local impact view based on the original
view.
If you are cloning a local impact view, you can only create another local impact view based on the original
local impact view.
How to edit or delete an existing view
To edit a view, select the view in the View Selector pane, and edit its details in the panes on the right side of
the View Builder.
To delete a view, select the view in the View Selector pane and click Delete.
Note: Within the View Selector, you can only see those views for which you have edit permissions.
How to organize views
Within View Builder, the View Selector pane enables you to organize views within folders as follows:
l
To add a folder at the top level of the hierarchy, select the Root folder, and click Create a New Folder.
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To add a folder within an existing folder, select the existing folder and click Create a New Folder.
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To delete a folder, select it and click Delete. A folder can only be deleted if the user has delete and edit
permissions for all the views within the folder.
How to add or remove KPIs within a view
The View Properties dialog box displays a list of KPIs that are assigned within a selected view, and enables
you to define whether each KPI is included in the view, included in the CI status calculation, or both. You can
also view each KPI's user mode (Business, Operation, or both).
1. In the View Selector pane, select a view and click the View Properties button. The View Properties
dialog displays a detailed list of the KPIs in the selected view; for user interface details, see "View
Properties Dialog Box" on page 109.
2. The Include in View column in the View Properties dialog box defines which KPIs are included in the
view. By default all KPIs are included; to remove a KPI, clear the check-box corresponding to the KPI.
Tip: You can use this to remove the Unassigned Events KPI and the Unresolved Events KPI, if they
are not relevant to your monitored system.
For example, suppose you create a view for a business service, but you are interested only in the
infrastructure data. In this case, you can clear the Application domain KPIs, and you will not see these
KPIs in the Service Health components.
Note: The End User Monitors perspective and the System Monitors Only perspective define
which KPIs are included in views that are based on these perspectives. Although KPIs can be
manually excluded from a view using the View Properties dialog box, if the view perspectives are
modified, the KPI exclusion list is reset according to the applied perspectives.
3. The Include in CI Status column in the View Properties dialog box defines which KPIs are included in
the CI status calculation based on all KPIs on the CI. By default all KPIs are included; to remove a KPI,
clear the check-box corresponding to the KPI.
For example, suppose you want the status of the CIs in Top View to be set based only on infrastructure
KPIs since they are important to you, but you still want to see the Application domain KPIs. In this case,
you can clear the Application domain KPIs, and they will not be used to set CI status in Top View.
Tip: The user mode columns (Business User and Operations User) are read-only, and are
determined by the KPI's settings within the KPI repository. For details on changing user mode
settings for a KPI, see "Create KPIs for Operations and Business User Modes" on page 62.
UI Description
View Selector Pane
The left side of the View Builder contains the View Selector pane, which displays a hierarchy of views, and
folders which contain views. You can add, edit, or remove a view, or display view properties.
User interface elements are described below:
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UI
Element (A-Z)
Description
New Folder. Click to create a new folder, in which you can create views.
New Local Impact View. Click to create a new local impact view. Use the drop-down
selection to create one of the following:
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Pattern view
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Template-Based view
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Perspective-Based view
New Global View. Click to create a new global view. Use the drop-down selection to create
one of the following:
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Pattern view
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Template-Based view
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Perspective-Based view
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Template
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Perspective
Save As. Select a view, and click to create a copy of the view. If you are cloning a global view,
you can create a global view or a local impact view based on the original view. If you are cloning
a local impact view, you can only create another local impact view based on the original local
impact view.
Note:
l
For templates, the save as global view option is labeled "Save template as..."
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For perspectives the save as global view option is labeled "Save perspective as..."
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For perspectives and templates (which cannot be saved as local impact views), the "Save
as local impact view" option is disabled.
View Properties. Select a view, and click to display its properties. For details, see "View
Properties Dialog Box" on page 109.
Delete. Select a folder or view, and click to delete.
A folder can only be deleted if the user has delete and edit permissions for all the views within
the folder.
Expand All. Click to display all the views and folders in the hierarchy.
Collapse All. Click to display only the highest level views and folders in the hierarchy.
Refresh. Click to refresh the display.
<Folder> A folder can contain views, or other folders. Folders help you organize views.
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UI
Element (A-Z)
<View>
Description
Each view is displayed with an icon indicating the type of view. To edit a view, select the view
and edit its details in the panes on the right side of View Builder.
< Additional Panes>
The right side of the View Builder displays additional panes depending on your actions within the View
Selector pane, as follows:
Selecting a
Folder
When you select a folder in View Selector, the right pane displays an introduction to
View Builder, and provides links to actions that you can take.
When you select the Local Impact Views folder in View Selector, you can create local
impact views only; from all other folders you can create local impact and global views.
Creating a
Pattern View,
Template, or
Perspective
When you create or edit a pattern view, or when you create a template or perspective,
the following panes appear:
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CI Types
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Query Definition
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Hierarchy
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<Advanced Tabs>
The CI Types pane corresponds to the CI Types tab in the left pane of Modeling
Studio. You can use this pane to drag CI types into the Query Definition pane. For user
interface details on the CI Types pane, see "Left Pane" in the Modeling Guide.
The other panes are components of the Pattern View Editor in Modeling Studio. For
user interface details on these panes, see "Pattern View Editor" in the Modeling Guide.
Creating a
PerspectiveBased View
When you create or edit a perspective-based view, the following panes appear:
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CI Selector
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Content
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Perspective
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View Results
The CI Selector pane corresponds to the CI Selector tab in the left pane of Modeling
Studio. You can use this pane to drag CIs into the Content pane. For user interface
details on the CI Selector pane, see "Left Pane" in the Modeling Guide.
The other panes are components of the Perspective-Based View Editor in Modeling
Studio. For user interface details on these panes, see "Perspective-based View Editor"
in the Modeling Guide.
Creating a
Template-Based
View
When you create a template-based view, the Template-based View Wizard opens.
For user interface details, see "Template-based View Wizard" in the Modeling Guide.
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View Properties Dialog Box
This dialog box displays the KPIs in the selected view, and enables you to select whether each KPI is
included in the view, included in the CI status calculation, or both. Each KPI's user mode (Business,
Operation) is also displayed.
In View Builder, select a view in the View Selector pane, and click the View Properties button. User
interface elements are described below:
UI
Element (A-Z)
Description
Business
User
A check mark indicates that the KPI is defined for the Business user mode. For details on
user mode, see "Create KPIs for Operations and Business User Modes" on page 62.
Domain
The KPI's domain, as defined in the KPI repository. For details, see KPI Domains in the APM
User Guide.
Include in
CI Status
When this option is selected, the KPI is used in calculating CI status, when CI status is
calculated using all the CI's KPIs.
To exclude a KPI from CI calculation, clear this option for the KPI.
Note: This option is automatically cleared when the Include in View option is cleared.
Include in
View
When this option is selected, the KPI is displayed in Service Health views and tooltips, and
the KPI is used in calculating the CI's status.
To exclude a KPI from views and tooltips and from CI calculation, clear this option for the
KPI.
Note: The Include in CI Status option is automatically cleared when the Include in View
option is cleared.
KPI
The name of the KPI.
Operations A check mark indicates that the KPI is defined for the Operations user mode. For details on
User
user mode, see "Create KPIs for Operations and Business User Modes" on page 62.
Troubleshooting
RTSM Modeling pages are not loaded
Problem: When you access Admin > Service Health > View Builder, under certain circumstances the
RTSM Modeling pages are not loaded, and there are client-side exceptions in the Java Console.
Solution: Clear the client Java CMDB cache: C:\Documents and Settings\<username>\Local
Settings\Temp\UcmdbAppletJars.
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Impact Views
Some data collectors collect measurements based on many dimensions (application, transaction, location,
and so on), but KPIs are calculated and displayed within Service Health according to a specific dimension.
For example, if Business Process Monitor collects measurements of a transaction's response time from three
different locations, Service Health displays the average time of all three without distinguishing between them.
Within local impact views, you can configure data breakdowns on CIs, so that data on their child CIs is broken
down according to a particular dimension. For example, if you want to monitor transaction performance in
specific locations, you can define a breakdown by location to calculate KPIs in smaller granularity.
Breakdowns can only be defined in local impact views. After you define a breakdown, you can see it displayed
in the following components: Hierarchy, Top View, and Topology Map.
For details on LIVs, see "Creating Global Views and Local Impact Views (LIVs) with View Builder" on page
103.
Note: For an overview of the CI Indicators tab, see "Customizing CI Indicator Settings in a View" on
page 74.
To access
1. Select Admin > Service Health > CI Indicators.
2. In the CI Data pane, select the Breakdown tab.
Learn About
This section contains the following:
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"Example: Application by Location Breakdown" below
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"Breakdown Topologies" on the next page
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"Breakdown Display in Service Health" on page 113
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"Building Blocks of a Breakdown" on page 113
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"Average Status Rule" on page 114
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"Breakdown Limitations" on page 115
Example: Application by Location Breakdown
The following image shows two CI hierarchies: the one on the left has no breakdown, and the one on the right
has a breakdown of Application by Location. In these hierarchies, the HR application contains the Add
Employees business transaction flow, which contains the Set Salary business transaction.
When an Application by Location breakdown is defined, each application contains group CIs representing
the locations where transactions are running (London, Paris); these are not actual CIs but are created only as
containers. The names of these containers are displayed in the UI in parentheses, for example (London).
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KPIs assigned to the Add Employees (BTF) CI are calculated separately for each location. The container CIs
(London, Paris) represent the HR (application) CI, with data and status only from the relevant location. The
HR CI is calculated from its newly created child CIs, with worst status rule (by default).
The following images show this CI hierarchy when the application contains an additional BTF (Train
Employee) and additional BTs (Set Benefits, Assign Courses). The image on the left side has no breakdown,
while the image on the right has a breakdown of Application by Location.
Breakdown Topologies
The following table shows the effects of each type of breakdown to CI topology, based on the root CI where
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the breakdown is applied. In this table, BTF indicates a business transaction flow; BT indicates a business
transaction, and EUG indicates an end user group. Note that the resulting topology may change according to
the view definition; if the BTF is not part of the view, it will not be shown.
Note: BPM Location by Application for Location CI and BPM Location by Transaction for
Location CI breakdowns allow wiring location CIs between MyBSM components.
Root CI (where
breakdown is applied)
Type of breakdown
Resulting topology
Application
Application by Device
Application > Mobile Device > BTF > BT
Application by Location
Application > Location > BTF (if it exists) >
BT
BPM Application by Location
Application > Location > BTF > BT
BPM Location by Application
Location > Application > BTF > BT
BPM Location by Application
for Location CI
Location > Application
BPM Location by Transaction
for Location CI
Location > Transaction
BPM Transaction by Location
Application > BTF > BT > Location
Location by Application
Location > Application > BTF or CI
collection (if it exists) > BT
Location by Transaction
Application > BTF or CI collection (if it
exists) > Location > BT
RUM Application by End User
Group
Application > EUG Subnet
RUM Application by Server
Application > Node
RUM End User Group by
Application
EUG > Application
RUM Transaction by End User
Group
Application > BTF or CI collection (if it
exists) > BT > EUG
Transaction by Location
Application > BTF or CI collection (if it
exists) > BT > Location
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Root CI (where
breakdown is applied)
Type of breakdown
Resulting topology
BTF
BPM Transaction by Location
Application > BTF > Transaction >
Location
Location by Transaction
Application > BTF or CI collection (if it
exists) > Location > BT
RUM Transaction by End User
Group
Application > BTF or CI collection (if it
exists) > BT > EUG
Transaction by Device
Application > BTF > Mobile Device > BT
Transaction by Location
Application > BTF or CI collection (if it
exists) > BT > Location
BPM Transaction by Location
Application > BTF > BT > Location
Location by Transaction
Application > BTF or CI collection (if it
exists) > Location > BT
RUM Transaction by End User
Group
Application > BTF or CI collection (if it
exists) > BT > EUG
Transaction by Device
Application > BTF > BT > Mobile Device
Transaction by Location
Application > BTF or CI collection (if it
exists) > BT > Location
BT
Breakdown Display in Service Health
Breakdowns are data driven, meaning that after you define a breakdown, each container CI is created when a
sample arrives that is relevant for that container. For example, if you define an Application by Location
breakdown and you have transactions monitored in London and Paris, when a sample from Paris comes in to
APM a container named (Paris) is created, and when a sample from London comes in, a container named
(London) is created.
Note: In the Hierarchy component, when you filter by CI status (using the quick or advanced filters),
breakdowns are not supported in the filter. Data-driven container CIs such as locations are not included in
the filter results, and the filter relates to each CI's status as it would without any breakdown configuration.
For example, if a transaction's status is Critical from London but OK from Paris, if the aggregated status
from all locations of this CI is Critical, the filter returns this CI as Critical without relating to the
breakdown configuration.
Building Blocks of a Breakdown
Each breakdown is comprised of the following elements:
1. Breakdown components. Each breakdown is defined according to a structure of x by y. The order of
these two elements defines where the container CI is located in the CI hierarchy. For example:
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In a Transaction by Location breakdown, the CI hierarchy is Application > BTF > BT > Location.
In this case, you are breaking down your business transactions according to their respective locations.
In a Location by Transaction breakdown, the CI hierarchy is Application > BTF > Location > BT.
In this case, you are breaking down your locations according to their respective transactions.
2. Root CI. A breakdown is defined on a root CI; this means that CIs beneath this CI in the view hierarchy
are included within the breakdown, if they are applicable for the breakdown.
For example, if you define a breakdown of Transaction by Location from a root CI of an application,
business transactions added to the view within the application are included automatically in the
breakdown. If you define this breakdown with a transaction as the root CI, business transactions added
to the view within the application are not included in the breakdown.
3. Applicable CIs. Based on their CITs, different CIs can have different breakdown configurations applied
to them, while some CIs cannot have any breakdown applied to them.
When you select a root CI in the CI Indicators tab, the Breakdown tab in the CI Data pane shows which
breakdown configurations can be applied to that CI.
4. Leaf CIs. Based on internal definitions, each breakdown takes HI sample data from a particular CIT. For
example, Transaction by Location breakdowns always take sample data from business transactions,
while Application by Location breakdowns can take sample data from business transactions, or from
applications.
5. Breakdown calculation rule. This defines which calculation rule (worst, best, or average status) is
applied to the child CIs for each breakdown root. For example, if you have a transaction running in three
locations with transaction by location breakdown, if you use the worst status rule the status of the
transaction is the worst status of all three locations.
6. Virtual Placement. This refers to whether the virtual CI is located before or after the root CI. When two
broken CIs share a common parent, you cannot have one CI with a breakdown type <A by B> and the
other CI with <X by Y>, where <X by Y> has a different Virtual Placement than <A by B>.
For example, within one BTF, you cannot set breakdowns on one transaction as Transaction by
Location, and another as Location by Transaction.
Average Status Rule
The Average Status rule used in a LIV breakdown is calculated as follows: average status value = sum of
all statuses / status count, where OK = 20, Warning = 15, Minor = 10, Major = 5, Critical = 0 (other values
are ignored).
By default, the average status value is calculated using the following thresholds (based on a range of 1- 20):
Average Status value
Status
Average Status value = 20
OK
20 > Average Status value > 12.5
Warning
12.5 >= Average Status value >= 7.5
Minor
7.5 > Average Status value > 0
Major
Average Status value = 0
Critical
You can change the average status value in the JMX console.
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The default average status values in the JMX console are the same as in the table above but based on a range
of 0-100 (instead of 0-20).
Average Status value
Status
Average Status value > 99.9
OK
99.9 > Average Status value > 62.5
Warning
62.5 >= Average Status value >= 37.5 Minor
37.5 > Average Status value > 0
Major
Average Status value = 0
Critical
To change the default average status values:
1. Launch your Web browser and enter the following address: http://<server_name>:29000/jmx-console,
where <server_name> is the name of the machine on which APM is installed.
2. Under Foundations, click Foundations:service=Infrastructure Settings Manager to open the JMX
MBEAN View page.
3. Locate getCustomerSettingsValues.
4. In the contextName field, type BACAppSettings.
5. Click Invoke.
6. Locate and set the following default average status values as required:
breakdown.average.status.calculator.operator
breakdown.average.status.calculator.major.threshold
breakdown.average.status.calculator.minor.threshold
breakdown.average.status.calculator.warning.threshold
breakdown.average.status.calculator.ok.threshold
Breakdown Limitations
The wiring mechanism for CIs within a breakdown is incomplete. As a result, if you select one of these CIs,
the CI may not be selected in other (wired) components on the page.
Tasks
How to Configure Breakdowns
Tip: If you want to see a breakdown of location by transaction across several applications, select all the
relevant applications and configure BPM Location by Application or Location by Application
breakdowns on all of them.
1.
Select CIs in the CI Indicators tab
Within the CI Indicators tab, select one or more CIs in the upper pane. The Breakdown column
indicates one of four possible states for each CI in a local impact view:
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Not Assigned. A breakdown can be defined on this CI.
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Assigned. A breakdown has been defined, using this CI as the root CI.
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Derived. This CI is included in a defined breakdown (not as the root CI).
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Not Applicable. No breakdown can be defined on this CI.
Note: Each CI can only be included in one breakdown per view; once a CI is included in a
breakdown, it cannot be included in another within that view. If you want to create another
breakdown using the same CI, you can clone the view in View Builder, and create a new breakdown
in the new view.
Two breakdowns conflict with each other when a CI is defined as belonging to two different
breakdowns. This occurs when you try to define a breakdown on top of a topology that already has at
least one CI with a breakdown definition of any kind on it. When a conflict occurs, the following
message is displayed: Breakdown assignment has failed as a result of the following conflict
(followed by a description of the conflict). In this case, decide which of the breakdowns you want to
apply.
2.
Define a breakdown or display breakdown details in the CI Data pane
Within the CI Data pane, select the Breakdown tab. This enables you to perform the following actions:
a. Define a breakdown on a CI. If you have selected one or more CIs where no breakdown has been
defined, and these CIs can be used as root CIs, select a breakdown from the Breakdown
Configurations list. This contains all the breakdown configurations that can be applied to the
selected CIs, using these CIs as the breakdown root.
Note that to modify a breakdown, you must select the root CI.
b. Display breakdown details on non-root CIs. If you have selected CIs which are included in a
breakdown but are not root CIs, the Root CI field shows the root CI of the breakdown where they are
included, and the Breakdown Configurations field shows the breakdown type.
c. Disable a breakdown. If you have selected a root CIs where a breakdown has been defined, you
can disable the breakdown by selecting None from the Breakdown Configurations list.
d. Define the breakdown calculation rule. For each breakdown root, define which calculation rule
(worst, best, or average status) is applied to the child CIs. For example, if you have a transaction
running in three locations with transaction by location breakdown, if you use the worst status rule the
status of the transaction is the worst status of all three locations.
Note that you cannot use different rules for two CIs on the same hierarchy level. For example, if an
application is a breakdown root, within that application you cannot calculate one transaction by worst
status (of its locations), and another transaction by best status. However, you can use different rules
for different transactions within two different applications.
3.
Filter breakdown elements on a root CI
If you have selected a CI which is the root CI of a breakdown, you can include or exclude specific
elements in the breakdown, using the Filter > Edit button.
Click Edit to open the Edit Breakdown Filter dialog box, and specify which elements to include or
exclude from the breakdown. The Available Elements list is automatically populated with the elements
that can be included in the breakdown.
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For example, if you specify Transaction by Location, you can include or exclude specific locations
based on your organizational needs.
4.
Modify general breakdown settings (Optional)
You can modify the following breakdown settings:
a. Number of containers. Due to performance considerations, APM supports the creation of 50
different CI containers using breakdowns, per instance. For example, if you define Transaction by
Location, and you have more than 50 locations, only 50 locations are displayed.
You can modify this limit using the following infrastructure setting: Admin > Platform > Setup and
Maintenance > Infrastructure Settings > Applications > Service Health Application, and
locate the Maximum number of breakdown values entry in the Service Health Application Breakdown table.
b. Container purging. By default, when a breakdown container has been in No Data status for one
week, it is automatically removed from the display until the next time data is received for this
container.
You can modify this period using the following infrastructure setting: Admin > Platform > Setup
and Maintenance > Infrastructure Settings > Applications > Service Health Application, and
locate the Breakdown values purging period entry in the Service Health Application - Breakdown
table.
UI Description
CI Data Pane > Breakdown Tab
The contents of this tab depend on which CIs you have selected in the upper pane. If you have selected one or
more CIs that are already included in a breakdown, this tab shows information on the breakdown in which they
are included.
If you have selected CIs that are not included in a breakdown, but can be used as root CIs, this tab enables
you to define a breakdown using the selected CIs as root CIs.
If you have selected a view which is not a local impact view, the Breakdown column is not visible in the upper
pane, and the Breakdown tab in the CI Data pane is disabled.
UI Element (A-Z)
Breakdown
Calculation
Rule
Description
This defines which calculation rule (worst, best, or average status) is applied to the child
CIs for each breakdown root. For example, if you have a transaction running in three
locations with transaction by location breakdown, if you use the worst status rule the
status of the transaction is the worst status of all three locations.
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UI Element (A-Z)
Breakdown
Configuration
Description
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l
If you have selected CIs that are already included in a breakdown, this shows (in readonly mode) the type of breakdown in which the selected CIs are included.
If you have selected CIs that can be defined as root CIs, and are not already included
in a breakdown, this contains a list of the possible breakdown configurations that can
be applied to the selected CIs. The list of possible breakdowns is based on the CITs of
the selected CIs.
Select a breakdown to apply it to the selected CIs, with these CIs defined as the
breakdown root.
Filter
This enables you to include or exclude specific elements in a breakdown, if the selected
CIs are the root CIs of a breakdown. For example, if you specify Transaction by
Location, you can include or exclude specific locations based on your organizational
needs.
Click Edit to define the breakdown filter; the filter can include specific CIs, or exclude
specific CIs.
Root CI
A breakdown is defined on a root CI; CIs beneath this CI in the view hierarchy are
included within the breakdown, if they are applicable for the breakdown.
l
l
If the selected CIs are not included in any breakdown, this shows None.
If a breakdown has been defined which includes the selected CIs, this shows the root
CI of the breakdown.
Edit Breakdown Filter Dialog Box
This dialog box enables you to define which elements to include in a breakdown, or to exclude from a
breakdown.
To access, in the CI Data pane > Breakdown tab, click Edit in the Filter area.
UI
Element (A-Z)
Description
Select an element from the Available Elements list, and click to add it to the Filtered Elements
list.
Select an element from the Filtered Elements list and click to remove it.
Available This displays the elements that can be included in the breakdown. For example, if your
Elements breakdown includes locations, this shows all the locations defined in the Locations view.
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UI
Element (A-Z)
Filter
Type
Description
A filter can either include specific elements, or exclude specific elements. Select Included to
create a breakdown that only contains selected elements, or Excluded to create a breakdown
that does not include selected (excluded) elements.
For example, if you are defining a Transaction by Location breakdown and you only want to
break down transactions from London and New York, select Included and move London and
New York to the Filtered Elements list. To exclude these locations, select Excluded.
Filtered
This contains the elements that are included or excluded in the breakdown, as defined by the
Elements filter type.
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Chapter 8: Setting Up a Custom Image
The Custom Image feature enables you to display a view's CIs represented by real-time status indicators
within a custom image that describes the real world that your view represents. The graphical representation of
a view used by your organization can be a logical network diagram, business logic, or any other graphic
image.
The following section describes how to set up a custom image. For further examples of usage, see Custom
Image in the APM User Guide.
To access
Select Administration > Service Health > Custom Image
Learn About
Working with Custom Images
You work with Custom Images in two stages:
1. Within Service Health Administration, you associate an image with a view, and specify where each CI is
located in the image.
2. You can then access the Custom Image application component, and see the CI statuses in the view,
within your custom image. For more details on the Custom Image component, see Custom Image in the
APM User Guide.
When you create a custom image in Service Health Administration, you can:
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Use any diagram or picture as an image, provided that the format is supported by the browser.
Recommended formats are GIF, JPG, or PNG. You can resize the image to fit your screen.
l
Define your custom image to display standard status icons, or CI type icons with status colors.
l
Save your custom image locally to APM, or use a URL to access an external image.
Tasks
How to Assign a Custom Image to a View
1. Assign the custom image:
a. Within Service Health Administration, open the Custom Image tab. Select a view in the View
Selector pane.
b. In the Custom Image pane on the right side, click the Open Image button, and select one of the
following:
o
Local. Specify an image saved on your file system.
o
From URL. Specify an image using a URL. Note that any type of image supported by the
browser can be loaded from any URL (including HTTP protocol and HTTP authentication), but the
URL must be available at all times to display the custom image.
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Example:
You want to use a picture of your network to display the status of each element in the network:
2. Add CIs to the custom image:
a. Select a CI from the CI tree in the left pane, and drag it to the required location in the image. Note the
following:
o
Do not overlap CI icons. When icons do overlap, only the top status indicator is visible in the
custom image.
o
After setting a CI icon on the diagram, you can move the cursor over it to display the CI name in a
tooltip.
o
To select multiple CIs, click and drag your cursor, or press the keyboard CTRL key and click the
CIs you want to select.
b. From the Display Type dropdown, select one of the following:
o
Status icons. Display standard status icons in the Custom Image component.
o
CI type icons. Display CI type icons which use status colors in the Custom Image component.
c. Add additional CIs as required. When you finish adding CIs, click Save to save the custom image
locally, or click Link to URL to save the URL of the image.
Example – Add CIs to Custom Image
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You add the appropriate CI to the custom image:
3. Display the view's custom image:
After you complete the custom image, you can display it in the Service Health application, to view the
CI's status in the appropriate location in the diagram.
Example – View a Custom Image
The custom image displayed for the user is as follows:
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UI Description
Custom Image Administration UI
User interface elements are described below:
UI
Element
View pane
(left side)
Description
Select a view, then select CIs and drag them to the image.
Custom Image pane (right side)
Clear. Deletes both the image and the CI icons from the custom image associated with the
current view.
Add CI. Select a CI in the left pane, and click Add CI to add the selected CI to the custom
image.
The CI icon is displayed in the left top corner of the diagram with a blue outline. Drag the CI to
the required location in the diagram. The CI icon is set at that position.
Note: You can also select a CI in the left pane and drag it directly to the image.
Select All. Selects all the CIs in the custom image.
You can then drag all the CIs together to new locations, or click Delete to delete all the CIs.
Delete CI. Removes one or more selected CIs from the custom image.
Fit to Screen. Fits the image within the screen; relative proportions of the image are
maintained.
Stretch to Fit Screen. Stretches the image and fills the screen; relative proportions of the
image are not maintained.
Marks the location of the CI within the custom image.
Display
Type
Select one of the following options for displaying the CI icons:
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Link to
URL
CI type icons. The custom image displays CI type icons (for example
transactions).
for
Status icons. The custom image displays standard status icons.
Click the Link to URL button to save the URL of the image, and to save the CI icons within
the image.
The custom image will only display the image if it can access the URL. Only one URL or one
image is saved per view.
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UI
Element
Description
Open
Image
Select one of the following options for selecting an image to use as a background for the
custom image:
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Local. Click to browse the local file system and select an image.
From URL. Click to open the Enter URL dialog box. Enter the URL of the image you
want to use, in the format: <protocol>://<hostname>/<path_to_image>
The protocol can be HTTP or HTTPS.
To use a local machine as the location of the image, enter the URL with the following
format: file:///<path_to_image>
This results in an image that cannot be displayed for a user working outside the local
network.
You can also use a file-sharing path as follows: \\server\<path_to_image>
When you enter a URL, the Link to URL button is enabled.
Save
Click the Save button to save the image and the CI icons within the image.
Note:
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Only one URL or one image is saved per view.
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If you enter a URL and click the Save button, the image itself is locally saved.
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CI Status alerts are triggered by a pre-defined status change for the selected CI. The status change is
detected by the Business Logic Engine.
For a detailed introduction to alerts, see Setting Up an Alert Delivery System in the APM Platform
Administration Guide.
In the CI Status alert administration, you can create and manage one or more alert schemes and attach them
to a CI in a view, using the Alert Wizard. The decision to send an alert is handled by the rules attached to the
CI's KPIs. The alert engine sends alert messages (notifications) to pre-defined recipients, and executes the
actions, executable files, and SNMP traps defined for the alert. For user interface details, see "Create New
Alert Wizard" on page 134.
You can define the CI Status alert to apply to a specific KPI so that any change to the status of the KPI
triggers the alert. You can also define the CI Status alert to apply to all the KPIs attached to the CI, so that any
change to the status of one of the KPIs triggers the alert. You can attach more than one CI Status alert to a CI
or share the same CI Status alert scheme definition between several CIs. You can also send the same CI
Status alert notification to different recipients according to the CI status.
For user interface details, see "Create New Alert Wizard" on page 134.
For details on how to define recipients, see Recipient Management Overview in the APM Platform
Administration Guide.
You can monitor the triggered alerts using the Configuration Item Status Alert report. For user interface
details, see Configuration Item Status Alerts Report in the APM User Guide.
You can customize alerts. For details, see How to Customize Alerts in the APM Platform Administration
Guide.
If APM integrates with OMi, an event is automatically submitted to OMi, when an EUM alert is triggered in
APM and APM is defined to submit events to OMi. For details, see the OMi Integration Guide.an event
corresponding to the alert is automatically submitted to OMi 10.
SNMP Traps
You can configure a Simple Network Management Protocol (SNMP) trap and attach it to an alert. The SNMP
trap includes Object Identifiers (OIDs) and their values based on the alert's data.
The SNMP trap is sent when the alert criteria is met and the alert is triggered.
You can then view the alert notice with any SNMP management console. For detail on setting SNMP traps,
see "How to Configure a Notification SNMP Trap" on page 129.
The MIB file, located at
<APM root directory on the Data_processing Server>\
SNMP_MIBS\CIAlerts.mib, contains the mapping of Object Identifiers (OIDs) to alert-related data. The
mapping is detailed in "Alerts MIB Varbinds" on page 130.
The alert type and its SNMP-specific code is detailed in "SNMP-Specific Codes" on page 130.
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To configure SNMP traps, see "How to Configure a Notification SNMP Trap" on page 129. The SNMP trap is
sent when the alert criteria is met and the alert is triggered. You can view the alert notice with any SNMP
management console in your organization.
Downtime
When you configure a CI Status alert scheme, downtime can affect the CIs and skew the CI's data.
You can configure downtime so that an EUM alert scheme or a CI status alert is triggered or not when the CI
attached to the alert is in downtime.For concept details, see Alerts and Downtime in the APM Platform
Administration Guide.
For task details, see How to Set Up an Alert Delivery System in the APM Platform Administration Guide.
CI Status Alerts Attached to CIs in Local Impact Views
You can select a local impact view and create a CI Status alert for a CI in that view in the same way you
create a CI Status alert for a CI in a global view. For details on building a local impact view, see "Creating
Global Views and Local Impact Views (LIVs) with View Builder" on page 103.
The CI Status alerts assigned to a CI in a local impact view are only attached to the CI in that view, they are
not attached to the CI in global views. For example, if you add alert A to CI A in a global view, and then you
want to add alerts to CI A in a local impact view, you do not see alert A attached to CI A in the local impact
view. In the same way, if you add alert B to CI B in a local impact view, and you want to add alerts to CI B in a
global view, you do not see alert B in the global view.
For task details on adding CI Status alerts to a local impact view, see "How to Create a CI Status Alert
Scheme and Attach it to a CI" on the next page.
Event Templates for CI Status Alerts
The Event Template maps an event triggering condition (for example, the triggering condition of a CI Status
alert scheme) to an event attributes. The attributes are specific to the application (for example, the CI Status
alert attributes).
CI Status alerts have a default Event Template. You can create a template by modifying the default Event
Template.
When the event trigger condition is met (meaning that the CI Status alert is triggered), and if you have
configured the CI Status alert to send an event, the event attributes are populated by the relevant triggered CI
Status alert conditions, and create an event corresponding to the alert. The event is then available to OMi 10.
For task details, see "How to Configure the CI Status Alert Event Template" below.
For user interface details, see "CI Status Template Repository Dialog Box" on page 145.
How to Configure the CI Status Alert Event Template
This task describes how to configure the Event Template so events are created when CI Status alerts are
triggered.
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1.
Configure the alerts
Configure the alert schemes that, when triggered, create the relevant events.
For details about creating CI Status alerts, see "How to Create a CI Status Alert Scheme and Attach it to
a CI" below.
2.
Configure an Event Template
You can modify the default Event Template or you can configure a new template that maps an alert's
attributes to the corresponding event attributes. You can create several templates for each type of alert.
For user interface details, see "CI Status Template Repository Dialog Box" on page 145.
3.
Results
You can view the events corresponding to the triggered alerts in OMi 10.
How to Create a CI Status Alert Scheme and Attach it
to a CI
You can create new alert schemes and attach them to any CI. You can attach more than one alert scheme to
a CI. You can also attach the same alert scheme to more than one CI.
An alert attached to a CI in a specific view, is also attached to the CI in any view where the CI is included.
1.
Prerequisite
Perform the steps described in How to Set Up an Alert Delivery System in the APM Platform
Administration Guide.
2.
Create an alert scheme
Attach an alert scheme to a CI using the Create New Alerts wizard where you specify:
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The conditions that cause the CI Status alert to be triggered.
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The CIs and KPIs to which you want to attach to the alert scheme.
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The alert recipients and templates.
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The user-defined alert handlers (actions) that are triggered by the alert.
To access the wizard, select Admin > Service Health > CI Status Alerts, select a view in View
Selector and a CI in the CI Selector, and click New Alert. For details on the Alerts Wizard, see "Create
New Alert Wizard" on page 134.
Tip: You can also select a local impact view and create a CI Status alert for a CI in that view in the
same way you create a CI Status alert for a CI in a global view. For concept details, see "CI Status
Alerts Attached to CIs in Local Impact Views" on the previous page. For details on building a local
impact view, see "Creating Global Views and Local Impact Views (LIVs) with View Builder" on page
103.
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While creating the alert or afterwards, you can attach to an alert:
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A notification URL. The notification URL is sent when the alert criteria is met and the alert is
triggered. It passes alert information to external systems, such as a customer Web application.
Example - Create a Notification URL:
To include the name of the CI and the current status of the CI in the URL, access the Create
New/Edit URL dialog box and perform the following steps:
i. Enter the following string in the Enter URL box: http://dogbert.com/myjsp
ii. At the end of the string in the Enter URL box, enter: entityname=
iii. Select CI Name in the Field box, and press Insert Field to insert the
<<CI Name>> variable. The string in the Enter URL box is now: http://dogbert.com/myjsp
entityname=<<CI Name>>
iv. At the end of the string in the Enter URL box, enter:
severity=
v. Select Current Status in the Field box, and press Insert Field to insert the <<Current
Status>> variable.
The string in the Enter URL box is now: http://dogbert.com/myjsp entity name <<CI
Name>> severity =<<Event Severity>>
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An executable file. The executable file is sent when the alert criteria is met and the alert is triggered.
It writes information in special logs or to insert information into external databases. For user interface
details, see "Create New/Edit Executable File Dialog Box" on page 141.
Example - Create an Executable File:
To include the name of the CI in the command, access the Create New/Edit Executable File dialog
box and proceed as follows:
i. Enter the following stringin the Enter command box: \\servername\myfolder\run.exe name
ii. Select CI Name in the Field box and press Insert Field to insert the
<<CI Name>> variable.
The string in the Enter command box is now:
\\servername\myfolder\run.exe -name <<CI Name>>
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3.
An SNMP trap. The SNMP trap is sent when the alert criteria is met and the alert is triggered. You
can view the alert notice with any SNMP management console in your organization. For concept
details, see "SNMP Traps" on page 125. For user interface details, see "How to Configure a
Notification SNMP Trap" on the next page.
Set up to open incidents in HPE Service Manager corresponding to
CI Status alerts triggered in APM – optional
You can set up to open incidents in Service Manager that correspond to CI Status alerts triggered in
Application Performance Management. For details on the integration with Service Manager, refer to the
APM section of the HPESW Solution and Integration Portal
(https://hpenterprise.sharepoint.com/teams/aztec/).
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4.
Customize the alert features – optional
You can customize some features. For details, see How to Customize Alerts in the APM Platform
Administration Guide.
5.
Schedule the Configuration Item Status Alerts report – optional
You can schedule the Configuration Item Status Alerts report. For details, see How to Schedule a
Report.
6.
Results
You can view the alert schemes you have created in the Configuration Item Alerts page. For details, see
"CI Status Alerts Page" on page 131.
You can manage the alert schemes. For details, see "CI Status Alerts Page" on page 131.
You can view a list of the CI Status alerts that were triggered in the Configuration Item Status Alerts
report and in the Configuration Item Status Alert Notifications report. For details, see How to View the
Triggered CI Status Alerts and Notifications in the APM User Guide.
Note: To debug the CI Status Alerts page, press Alt-Ctrl-L to activate the client log debugging
mechanism. The log files are located in <username>\.hp\logs.
How to Configure a Notification SNMP Trap
You can configure an SNMP trap and attach it to an alert. This SNMP trap is sent when the alert criteria is
met. The alert notice can be viewed with any SNMP management console in the organization.
1.
Set up the appropriate administrative privileges
You can set the appropriate administrative privileges to create a command that can be attached to an
alert scheme and run when the alert it is attached to is triggered.
To set the appropriate administrative privileges:
a. Select Admin > Platform > Users and Permissions > User Management.
b. Select the appropriate user in the left column, and click the Permissions tab.
c. Select the Platform context, and under Business Service Management, click Send SNMP trap.
d. Click the Operations tab, and select the Change option.
2.
Specify the host address of the SNMP trap
You specify the default host address of the SNMP trap in the Create New/Edit SNMP Trap dialog box.
For user interface details, see "Create New/Edit SNMP Trap Dialog Box" on page 143.
You can also specify a global default host address in the Infrastructure Settings. For details, see the
Default SNMP Target Address/Default SNMP Port in Modify the alerts triggering defaults in the APM
Platform Administration Guide.
3.
Check the mapping of the OIDs to the alert data and configure the
Alerts MIB – optional
If you enabled alerts through SNMP traps in your alert schemes, it is recommended that you configure
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your SNMP management console to read the alerts MIB. This configuration enables you to see a name,
rather than an Object ID (OID), when working in the management console.
Note: HPE Application Performance Management uses the AM alerts MIB 5.0 by default.
To configure the alerts MIB in your SNMP management console:
a. Copy the <APM root directory on the Data Processing Server>\SNMP_MIBS\CIAlerts.mib file
from the HPE Application Performance Management Documentation and Utilities DVD to your
SNMP management console.
b. To view the alerts varbinds, use your SNMP management console's MIB browser. For a list of
varbinds and their descriptions, see "Alerts MIB Varbinds" below.
c. Using your SNMP management console's event configuration utility, configure the notification
content and method for the various alert types. For a list of alert types and their corresponding
SNMP-specific codes, see "SNMP-Specific Codes" below.
SNMP-Specific Codes
The SNMP-specific code for a CI Status alert is 1. Its type is: CI Status Alert.
Use this code when configuring CI Status alerts in your SNMP management console. For details, see "How
to Configure a Notification SNMP Trap" on the previous page.
Alerts MIB Varbinds
The tables list the varbinds used in the alerts MIB. For task details, see "How to Configure a Notification
SNMP Trap" on the previous page.
Object Identifier
MIB Label
Description
1.3.6.1.4.1.5233
HP
Company name
1.3.6.1.4.1.5233.6
ciAlerts
Subject
1.3.6.1.4.1.5233.6.1
alerted
Unique alert ID
1.3.6.1.4.1.5233.6.2
alertName
Alert name
1.3.6.1.4.1.5233.6.3
alertDescription
Alert description
1.3.6.1.4.1.5233.6.4
alertEventTime
Time when the event occurred. This is the event that
triggered the alert.
1.3.6.1.4.1.5233.6.5
alertCIId
The ID of the CI whose status change triggered the alert
1.3.6.1.4.1.5233.6.6
alertCIName
The name of the CI whose status change triggered the alert
1.3.6.1.4.1.5233.6.7
alertKPIId
The ID of the KPI whose status change triggered the alert.
The KPI is attached to the CI related to the alert.
1.3.6.1.4.1.5233.6.8
alertKPIName
The name of the KPI whose status change triggered the
alert. The KPI is attached to the CI related to the alert.
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Object Identifier
MIB Label
Description
1.3.6.1.4.1.5233.6.9
detailedDescription
The detailed description of the alert.
1.3.6.1.4.1.5233.6.10 alertPrevious
Severity
Previous severity of the CI
1.3.6.1.4.1.5233.6.11 alertNextSeverity
Current severity of the CI (the change from previous
severity to current severity is what triggered the alert).
1.3.6.1.4.1.5233.6.12 alertBACURL
The URL of the APM Gateway server.
1.3.6.1.4.1.5233.6.13 actualTime
When the triggering condition is related to time, this is the
actual time when the CI has breached the condition. For
other condition types, this value is N/A.
1.3.6.1.4.1.5233.6.14 conditionDescription The description of the condition that triggered the alert.
1.3.6.1.4.1.5233.6.15 localImpactView
The name of the view when the CI that triggered the alert is
part of the local impact view.
CI Status Alerts User Interface
This section includes:
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"CI Status Alerts Page" below
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"CI Selector Pane" on page 133
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"Create New Alert Wizard" on page 134
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"Create New/Edit Executable File Dialog Box" on page 141
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"New Event Generation Dialog Box" on page 142
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"Create New/Edit SNMP Trap Dialog Box" on page 143
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"Create New/Edit URL Dialog Box" on page 144
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"CI Status Template Repository Dialog Box" on page 145
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"CI Status Alert Attributes" on page 151
CI Status Alerts Page
This page enables you to manage CI Status alerts.
To access
Select Admin > Service Health > CI Status Alert
Important
Note: The left-pane displays the View Selector where you can select a view, and the CI
information Selector pane where you can select a CI in the selected view. The alerts listed in the rightpane are attached to the selected CI in the selected View. For user-interface details, see "CI
Selector Pane" on page 133.
Relevant
tasks
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
User interface elements are described below:
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UI
Element (A-Z)
Description
New alert. Opens the Create New Alert wizard where you can create a new CI Status alert.
For details, see "Create New Alert Wizard" on page 134.
Click to clone. Clones the selected alerts. APM adds a copy of the alert scheme to the
profile tree, with a new name.
Rename and edit the alert scheme as required.
Click to edit. Select an alert and click the button to open the Alert Wizard where you can edit
the relevant alert properties. The Alert Wizard opens. For details, see "Create New Alert
Wizard" on page 134.
Click to delete. Deletes the selected alerts.
Activate (enable) alert. Activates the selected alert if it is disabled.
Note:
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If an alert is activated, APM sends an alert notice when the trigger conditions defined in
the alert occur.
To activate multiple alerts simultaneously, click and drag from the first alert to the last
alert you want to select, and click the button.
Deactivate (disable) alert. Deactivates the selected alert.
Note:
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When an alert is deactivated, APM does not send an alert notice when the trigger
conditions defined in the alert occur.
To deactivate multiple alerts simultaneously, click and drag from the first alert to the last
alert you want to select, and click the button.
Refresh. Click to refresh the display.
Open Template Repository Manager. Opens the Template Repository dialog box where
you can manage a user notification or an event (using the Event Template) based on a defined
alert triggering condition. When the alert is triggered, the event template is used to map the
alert information to the event information. For details, see "Template Repository Dialog Box"
on page 1076.
<Common See Common Report and Page Elements in the APM User Guide.
report
elements>
Alert
Name
The name of the alert scheme.
Condition
A description of the condition.
Recipients The names of the recipients.
Status
Indicates if the alert scheme is active (enabled) or inactive (disabled).
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CI Selector Pane
The CI Selector presents the view you selected and the configuration items (CIs) contained in that view in a
hierarchical tree format according to the relationships defined between the CIs.
You can use the CI Selector to select a CI in the view. You can browse through the list of CIs in the selected
view, or you can search for a CI.
Information is presented, in the right-pane, for the selected view and the selected CI. The shortcut menu
options depend on the selected CI.
To access
Appears in the middle pane of the page.
Important
The interaction between the CI Selector pane and the information presented in the right pane
information varies, according to the context.
The CI Selector includes the Browse Views and the Search CI tabs.
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In Browse Views mode, you can browse through the view to locate a particular CI. You
can also perform operations for the CI using a context menu.
In Search CIs mode you can search for one or more CIs in the view, by name or by CI
type.
Unavailable Views and CIs: The View list in View Selector may not display all views in the
RTSM, or it may not display the contents of a view, because it includes:
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Only the views that are assigned to the application.
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Inactive views (appear in red) that cannot be selected.
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Relevant
tasks
Only the views for which you have the necessary permissions. To set permissions,
select Admin > Platform > Users and Permissions, select a user or a group and
select Permissions.
Out-of-the-box views for which you do not have a license. These views do not contain
CIs. For information about the out-of-the-box views, see "Predefined Folders and Views"
in the Modeling Guide.
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
Browse Views Tab
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI
Element
(A-Z)
Description
Refresh. Click to refresh the display.
Clear all. Click to unselect previously selected CIs.
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UI
Element
(A-Z)
Description
Collapse all/Expand all. Click to collapse or expand the tree.
<CIs>
The CIs contained in the currently selected view.
<view
selector>
Click on the arrow to display a list of the available views. You can also click on the ellipsis (...)
button to display the Select a view from the tree dialog box where you can select the required
view.
<Tooltip> Hold the cursor over a CI to display a tooltip with the relevant CI type.
Search CIs Tab
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element (A-Z)
Description
<Context sensitive
menu options>
The CI Selector shortcut menu contains different options in each of the pages in
which it appears.
For details, see Service Health Menu Options in the APM User Guide.
<Search results>
After you run the search, the results are listed in the lower part of the CI Selector
pane. The results are shown in two columns:
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Name. Contains the name of the CI.
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Type. Contains the CI type of the CI.
If the CI name is abbreviated, hold the pointer over the entry to see the full name.
You can sort the search results by clicking the appropriate heading.
Name
To search for a CI by name, enter the name of the CI for which to search.
Search
Performs the search.
Type
To search for CIs by CI type, click the ellipsis button to select a CI from the Select
Configuration Item Type dialog box.
Create New Alert Wizard
This wizard enables you to create new alert schemes and attach them to any CI. You can attach more than
one alert scheme to a CI. You can also attach the same alert scheme to more than one CI.
An alert attached to a CI in a view is attached to the CI in any view where the CI is included.
To access
Select Admin > Service Health > CI Status Alerts, select a view and a CI and click New
Alert.
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Important
information
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If APM integrates with OMi, and you create a CI Status alert without specifying a
recipient or an action for the alert. When you complete the definition of such an alert, the
message: The alert you just defined opens an event in Operations Manager i
when the communication with Operations Manager i is enabled is displayed in the
Summary page.
Set up specific parameters to enable the communication with OM. For details on the
integration with Operations Manager, refer to the OMI Integration Guide.
Use the View Selector pane (on the left) to select the CI to which you want to attach the
alert. For user interface details, see View Selector in the APM User Guide.
Relevant
tasks
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
Wizard
map
The Create New Alert Wizard includes:
Welcome Page > "General Page" below > "Related Configuration Items Page" on page 137
> "Templates and Recipients Page" on page 138 > "Actions Page" on page 140 > "Summary
Page" on page 141
General Page
This page enables you to define the alert scheme general information including the triggering conditions. This
is part of the Create New Alert Wizard; refer to "Create New Alert Wizard" on the previous page for general
information.
User interface elements are described below:
UI Element (A-Z)
Description
Alert Type
Select one of the following options:
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All KPIs if you want the alert to be triggered by the specified status change in any of the
KPIs attached to any of the selected CIs
Selected KPIs if you want the alert to be triggered by the specified status change in the
selected KPIs attached to any of the selected CIs
You select CIs and KPIs in the next step of the wizard.
Description Enter the alert scheme's description.
Limitation: The string should be less than 1000 characters.
Name
Enter the name of the alert scheme.
Limitation: The string should be less than 250 characters.
Notification Select one of the following options:
frequency
l
Send alert for every trigger occurrence to send an alert notification every time an alert
is triggered.
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Send no more than one alert per <time unit and period> and specify the time unit
and period to send an alert notification.
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UI Element (A-Z)
Description
Send alert
if
Select one of the following options:
l
l
l
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Status is equal to or <condition> than <status> for <value><time unit> to trigger
the alert when the status of the CI is equal to or better/worse than the selected status
(Critical, Major, Minor, Warning, or OK) for the specified time period (minutes, hours,
or days). For detailed examples, see "Examples of Status is equal to or <condition> than
<status> for <value><time unit>" below.
Status worsens (not including "No Data" and "Downtime") to trigger the alert when
the current status of the KPIs is worse than the previous status. The No Data and
Downtime statuses are not taken into consideration. For example, the alert is triggered
when the status changes from Warning to Minor.
Status improves (not including "No Data" and "Downtime") to trigger the alert when
the current status of the KPIs is better than the previous status. The No Data and
Downtime statuses are not taken into consideration. For example, the alert is triggered
when the status changes from Warning to OK.
Status value was changed from <status> to <status>to set the appropriate
conditions for sending an alert. Select the appropriate status in the from box, and in the
to box. The available statuses are: Any Status (only available in the from box), Critical,
Major, Minor, Warning, OK, No Data, Downtime, Stop, and Info. If you select Any
Status, the alert is triggered when the CI status changes from any status to the target
status.
Examples of Status is equal to or <condition> than <status> for
<value><time unit>
l
You specify the following condition: "Send alert if status is equal to or worse than Major for 15
minutes" and the following scenarios occur:
CI's KPI
Status
changes
to
What happens
Availability
Major for
15
minutes
The alert is sent
Availability
Critical
for 20
minutes
The alert is not sent (status is still worse than Major for over 15 minutes).
Note: Before the alert is triggered again, the alert must be reset. To reset the
alert, the status must return to a value within the status threshold (better than
Major). After the alert is reset, it can be triggered as before (when the status
changes to worse or equal to Major for 15 minutes).
Performance Critical
for 20
minutes
The alert is sent (another KPI status becomes worse than Major for over 15
minutes).
Availability
The alert is not sent (status is better than Major and counter is reset)
Minor
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Status
changes
to
What happens
CI's KPI
Availability
l
Critical
for 20
minutes
Another alert is sent after 15 minutes
You specify the following condition: "Send alert if status is equal to or better than Minor for 30
minutes" and "Send no more than one alert per 60 minutes", and the following scenarios occur:
CI's KPI
Status changes
to
What happens
Availability
OK for 45 minutes
The alert is sent
Performance OK for 30 minutes
The alert is not sent (it was already sent 15 minutes ago)
Availability
Minor for 15
minutes
The alert is not sent (it was already sent for the Availability KPI 15
minutes ago)
Availability
OK for 20 minutes
The alert is not sent
Availability
No Data for 15
minutes
The status of the alert is reset.
Availability
OK for 10 minutes
The status of the alert is not sent as the time interval condition is not
met (30 minutes)
Related Configuration Items Page
This page enables you to specify the CIs and KPIs to which you want to attach the alert scheme. This is part
of the Create New Alert Wizard; refer to "Create New Alert Wizard" on page 134 for general information.
Important
information
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l
l
If you selected All KPIs in the General page, then, in the Related Configuration Items
page, select the CIs to which you want to attach the alert scheme. The alert is triggered
by the specified status change in any of the KPIs attached to any of the selected CIs.
If you selected Selected KPIs in the General page, then, in the Related Configuration
Items page, select the CIs to which you want to attach the alert scheme. You must also
select one or more of the KPIs that are listed in the KPIs area. The KPIs area lists all the
types of KPIs that are attached to the selected CIs. The alert is triggered by the specified
status change in the selected KPIs attached to any of the selected CIs.
You can assign the same CI Status alert scheme definition to several CIs, at the same
time, when you select more than one CI in the Related Configuration Items page.
User interface elements are described below (unlabeled elements are shown in angle brackets):
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UI Element (A-Z)
Description
Moves your selections to the Selected Configuration Items list. You can select multiple
CIs using the CTRL key.
To remove a CI from the Selected Configuration Items list, select it in the Selected
Configuration Items list and click the left arrow button.
Clear all. Unselects the CIs you have selected in the active view.
<Tree>
In the tree of CIs corresponding to the view you selected in Model Explorer, select the CIs to
which you want to attach the alert scheme (you can expand the tree if needed), and click the
right arrow
button to move your selections to the Selected Configuration Items list. You
can select multiple CIs using the Ctrl key.
To remove a CI from the Selected Configuration Items list, select it and click the left arrow
button.
The alert is triggered by any change in any of the KPIs attached to the CI to which the alert
scheme is assigned.
For user interface details, see View Selector in the APM User Guide.
KPIs
If you selected Selected KPIs in the General page, select the KPIs whose change of status
triggers the alert.
Templates and Recipients Page
This page enables you to define the alert recipients and templates. When an alert is triggered, an email, SMS
message, or Pager message is sent to a predefined recipient. The email, SMS message, or Pager messages
have predefined templates.
This is part of the Create New Alert Wizard; refer to "Create New Alert Wizard" on page 134 for general
information.
Important
information
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l
l
l
The notification method that is used to notify a recipient depends of the recipient
definition.
You cannot use customized templates for emails, SMS messages, or Pager messages
with the CI Status alerts.
For examples of HTML or text messages, see Message Examples in the APM User
Guide. For details on the structure of the email, SMS, and Page message templates, see
Configuration Item Status Alert Notifications Report in the APM User Guide.
For details on modifying the message character set, see Email alerts charset / SMS
alert charset / Pager alert charset in Modify the way notifications are handled in the
APM Platform Administration Guide.
User interface elements are described below:
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UI Element (A-Z)
Description
Moves your selections to the Selected Recipients list. You can select multiple recipients
using the CTRL key.
To remove a recipient from the Selected Recipients list, select it and click the left arrow
button.
Available
recipients
Select the recipients to whom you want notifications sent, and click the right arrow
button to move your selections to the Selected recipient list. You can select multiple
recipients using the Ctrl key. To remove a recipient from the Selected recipient list, select it
and use the left arrow
Email
message
template
button.
Select one of the following options:
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l
Short HTML email message, short text email message. These messages include the
change in status only.
Long HTML email message, long text email message. These messages include a
subject line and body.
Note: The text displayed in email messages can only be in English except for the contents of
fields inserted by the user that can be in any supported and relevant language. Those fields
can be for example: Alert Name, Alert description, KPI name, and so on.
New
recipient
Click the New Recipient button to define a new recipient. For details, see New or Edit
Recipient Dialog Box in the APM Platform Administration Guide.
Pager
template
Pager messages are sent through email to the service provider. The pager messages use the
same templates as the SMS messages.
The email address is:
<Pager provider access number>@<Pager provider email address>.
Select one of the following options:
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Long SMS/Pager message. The message includes the change in status and
information about the SLA.
Short SMS/Pager message. The message includes the change in status only.
Note: The text displayed in pager messages can only be in English except for the contents of
fields inserted by the user that can be in any supported and relevant language. Those fields
can be for example: Alert Name, Alert description, KPI name, and so on.
Selected
recipient
Lists the recipients that you have selected.
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UI Element (A-Z)
Description
SMS
template
SMS messages are sent through email to the service provider. The pager messages use the
same templates as the SMS messages.
The email address is:
<SMS provider access number>@<SMS provider email address>
Select one of the following options:
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Long SMS/Pager message. The message includes the change in status and
information about the SLA.
Short SMS/Pager message. The message includes the change in status only.
Actions Page
This page enables you to define the user-defined alert handlers (actions) that is triggered by the alert.This is
part of the Create New Alert Wizard; refer to "Create New Alert Wizard" on page 134 for general information.
User interface elements are described below:
UI
Element (A-Z)
Description
Click to Edit Event/URL/Executable File/SNMP Trap. Depending on the element you
want to edit, the following dialog box opens:
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l
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The Event Generation dialog box, to select a different template for the event. For details,
see "New Event Generation Dialog Box" on page 142.
The Edit URL dialog box for the selected URL. For details, see "Create New/Edit URL
Dialog Box" on page 144.
The Edit Executable File dialog box for the selected Executable file. For details, see
"Create New/Edit Executable File Dialog Box" on the next page.
The Edit SNMP Trap dialog box for the selected SNMP Trap. For details, see "Create
New/Edit SNMP Trap Dialog Box" on page 143.
Click to Delete Event/URL/Executable File/SNMP Trap. Deletes the selected item.
Executable Lists the executable files that are to execute when the alert is issued.
Files
New Executable File button. Defines a new executable file. The Create Executable File
page opens. For details, see "Create New/Edit Executable File Dialog Box" on the next page.
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UI
Element (A-Z)
Generate
Events
Description
Lists the events that are created when the alert is issued.
New Event Generation button. Enables you to select an event template, which is used to
generate an event when an alert is triggered. For details, see "New Event Generation Dialog
Box" on the next page.
The event is accessed by OMi and other applications.
Open Incident in HP Service Manager option. Select the option to automatically open an
incident for the alert in Service Manager when the alert is triggered.
Clear the option to disable the feature.
For details on APM integrations, refer to the APM section of the HPESW Solution and
Integration Portal (https://hpenterprise.sharepoint.com/teams/aztec/).
SNMP
Traps
Lists the SNMP traps that are to be sent when the alert is issued.
URLs
Lists the URLs that are to open when the alert is issued.
New SNMP Trap button. Configures a new SNMP trap. The Create New SNMP Trap page
opens. For details, see "CI Status Alerts Page" on page 131.
New URL button. Creates a new URL. The Create New URL page opens. For details, see
"Create New/Edit URL Dialog Box" on page 144.
Summary Page
This page displays a summary of the alert scheme definition. This is part of the Create New Alert Wizard;
refer to "Create New Alert Wizard" on page 134 for general information.
User interface elements are described below:
UI Element (A-Z)
Description
Cancel
Closes the wizard and returns to the Configuration Item Status Alerts page. The alert
scheme is not saved.
Finish
Closes the wizard and returns to the Configuration Item Status Alerts page. The alert
scheme is saved.
Create New/Edit Executable File Dialog Box
This dialog box enables you to create or edit an executable file and embed predefined alert parameters in the
file. The parameters are used as placeholders when the message is formatted and are replaced by real values
when the alert is triggered.
Note to HPE Software-as-a-Service customers: To create an executable file, contact HPE Software-as-aService Support.
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To access
Click New Executable File or the appropriate
Actions page of the Alerts wizard.
button in the Executable File area in the
Important
Only users with administrative privileges can create an executable file. The executable file is
information run when the attached alert is triggered. The executable file writes information in special logs
or inserts information into external databases.
To set the appropriate administrative privileges:
1. Select Admin > Platform > Users and Permissions > User Management.
2. Select the appropriate user in the left column, and click the Permissions tab.
3. Select the Platform context.
4. Select Run executable file.
5. Click the Operations tab, and select the Change option.
Relevant
tasks
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
User interface elements are described below:
UI
Element (A-Z)
Description
Enter
Displays the command and the selected fields.
command
The selected field appears between double angle brackets.
Field
In the list, select the name of the field and click Insert Field. For a list of the parameters you
can use, see "CI Status Alert Attributes" on page 151.
Insert
Field
Select the name of a field in the Field box and click the Insert Field button to copy the field to
the Enter command box.
New Event Generation Dialog Box
This dialog box enables you to select an event template, which is used to generate an event when an alert is
triggered.
To access
Click the New Event Generation button in the Generate Events area, in the Actions page of
the Alerts Wizard.
Relevant
tasks
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
User interface elements are described below:
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UI
Element (A-Z)
Description
<List of
Select an event template and click OK.
templates>
Note: This list contains the event templates defined in the CI Status Template Repository.
For details on how to create a new template or modify an existing template, see "CI Status
Template Repository Dialog Box" on page 145.
Create New/Edit SNMP Trap Dialog Box
This dialog box enables you to create or edit an SNMP trap to attach to an alert. This SNMP trap is sent when
the alert criteria is met. The alert notice can be viewed with any SNMP management console in the
organization.
To access
Click New SNMP Trap or the appropriate
page of the Alerts Wizard.
button in the SNMP Trap area in the Actions
Important
Note: HPE Application Performance Management uses the CI alerts MIB by default and
information supports SNMP V3.
To enable alerts through SNMP trap, it is recommended that you configure your SNMP
management console to read the alerts MIB. For details, see "How to Configure a
Notification SNMP Trap" on page 129. This enables you to see names, rather than Object
IDs (OIDs), when working in the management console.
The MIB file is located at
<APM root directory on Data_processing Server>\SNMP_MIBS\CIAlerts.mib.
Relevant
tasks
"How to Configure a Notification SNMP Trap" on page 129
User interface elements are described below:
UI Element (A-Z)
Description
General /
Custom
l
l
Use default
settings /
Use
custom
settings
l
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Global: Use the globally defined SNMP target address. The setting is defined in Admin
> Platform > Setup and Maintenance > Infrastructure Settings > Foundations
> Alerting > Alerting - Triggered Alerts > Default SNMP target address. For
details, see Default SNMP Target Address / Default SNMP Port in Modify the alerts
triggering defaults in the APM Platform Administration Guide.
Custom: Use a different SNMP target address for this trap. Specify the IP in the
Destination host IP field.
Use default settings: Use the global security settings defined in Admin > Platform
> Setup and Maintenance > Infrastructure Settings > Foundations > Alerting
> Alerting - Triggered Alerts. For details, see How to Customize Alerts in the APM
Platform Administration Guide.
Use custom settings: Specify custom settings for this trap.
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UI Element (A-Z)
Description
Destination
host IP
Enter the host address.
You can use different formats:
If you work with alerts for profiles, use the following format:
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<target_host_IP_address>
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<target_host_IP_address>[:<port_number>]
If you work with RTSM, use the following format:
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<target_host_name|target_host_IP_address>
<target_host_name|target_host_IP_address>
[:<port_number>]
Create New/Edit URL Dialog Box
This dialog box enables you to create or edit a notification URL to attach to an alert. The URL is executed
when the attached alert is triggered.
To access
Important
information
Click New URL or the appropriate
Alerts Wizard.
l
l
l
Relevant
tasks
button in the URL area in the Actions page of the
The notification URL is used to pass alert information to external systems, such as a
customer Web application.
You can embed predefined alert parameters in the notification URL. The parameters are
used as placeholders when the message is formatted and are replaced by real values
when the alert is triggered.
You can modify the default URL that appears in the notifications. This URL represents
the URL of the Data Processing Server. For examples of URLs, see "Example - Create a
Notification URL" in "How to Create a CI Status Alert Scheme and Attach it to a CI" on
page 127.
"How to Create a CI Status Alert Scheme and Attach it to a CI" on page 127
User interface elements are described below:
UI
Element (A-Z)
Enter
URL
Description
Displays the URL and the selected fields.
The selected field appears between double angle-brackets.
For examples of URLs, see "Example - Create a Notification URL" in "How to Create a CI
Status Alert Scheme and Attach it to a CI" on page 127.
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UI
Element (A-Z)
Description
Field
Select the name of a field and click Insert Field.
For a list of the alert parameters, see "CI Status Alert Attributes" on page 151.
Insert
Field
Select the name of a field in the Field box and click the Insert Field button to copy the field to
the Enter URL box.
CI Status Template Repository Dialog Box
This dialog box enables you to map a CI Status alert's attributes to an event's attributes.
To access
Important
information
Within Admin > Service Health > CI Status Alerts, click the Open Template
Repository Manager button.
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l
To modify the existing default template or to create a new template, duplicate the
existing template and edit the duplicated copy. You can then modify the new or edited
template as the default template.
When an alert is triggered, the values of the event template attributes are changed into
the relevant values of the alert attributes.
Relevant
tasks
"How to Configure the CI Status Alert Event Template" on page 126
See also
"Event Templates for CI Status Alerts" on page 126
Templates Area
This area lists the existing templates. It enables you to add new templates, duplicate existing templates, edit
template names, and delete existing templates.
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element (A-Z)
Description
New template. Empties the boxes in the currently displayed template to enable you to
create a new event template.
Duplicate selected template. Duplicates the selected template.
Rename selected template. Enables you to edit the name of the selected template.
Set selected template to be the default template. Sets the selected template as the
default template.
In the tree of templates, the icon also indicates the default template.
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UI Element (A-Z)
Description
Delete selected template. Deletes the selected template.
<Template>
Lists the existing event templates.
Default: CI Status Alert Open Default or CI Status Alert Close Default
Properties Area
This area enables you to give a name or to change the name of the active template.
User interface elements are described below:
UI Element (A-Z)
Description
Discard changes. Resets the values entered in the template fields to their original
values.
Select
This button is displayed only when you create or edit an existing alert. It is not
displayed when you access the alert template from the Template Repository button in
the CI Status Alerts page. (Administration).
Click Select to enable the creation of an event when the CI Status alert is triggered.
The event is mapped to the CI Status alert using the template you selected.
The template is used to generate events in OMi. This capability is available only
when APM integrates with OMi. For details on configuring APM alerts to forward an
event when the alert is triggered, see the OMi Integration Guide.
Set the selected
template to be the
default template
Select to make the current template the default template.
Template Name
The name of the active template.
General Tab
This area enables you to define a new Event Template or to edit an existing one.
Important
information
Select the relevant attribute in the Attributes area and drag it into the relevant box in
the General tab.
You can also select a specific attribute and click ALT +I while editing text to insert that
attribute in the text.
User interface elements are described below:
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UI Element
(A-Z)
Description
Category
Used to organize or group events. Out-of-the-box categories are provided.
You can specify your own categories, as part of the event creation rules.
Default:CI Alert
Note: Depending on your permissions, you can define your own categories. Permissions
are configured in Admin > Platform > User and Permissions.
CI hint
Information about the CI that is related to the event. This attribute is used for providing hints
to enable the event processing to find the correct related CI (RTSM ID of the related CI).
Add the attributes using the following format:
UCMDB: <<CI ID>>:*
Example:
Close key
pattern
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UCMDB as hint "UCMDB:3bcbb67a6233cfdd0e400e7c1e637db5"
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A set of natural identifiers: "oracle:database:987"
Enables the event that is sent to close all the events whose Key attribute matches the
Close Key Pattern expression. You can use the asterisk (*) wildcard in your string.
Add the attributes using the following format:
<<Alert Name>>: <<Entity ID>>:*
Example: host1.hpe.com:DB_ess1:ConnectionPoolUtilization:* closes all the
events whose key starts with host1.hpe.com:DB_ess1:ConnectionPoolUtilization.
Description
Detailed information describing the event.
Add the attributes using the following format:
Alert Name:<<Alert Name>>
CI Name: <<Entity Name>>
<<Alert User Description>>
Generating
source hint
Information about the monitoring application and the corresponding probe/agent that is
responsible for creating the event.
Add the attributes using the following format:
<<APM>>
Example: BSM:BSMserver1.hpe.com,
OM:omserver32.deu.hpe.com:agentId0c9da6d8-3e08-45cd-9b12-b49a1ca4de20
Host hint
Information about the CI of type Node that is hosting the CI related to the event.
The host can be identified by RTSM Id, DNS name, IPv4 Address, IPv6 Address, MAC
Address, HPE L-Core Core ID.
Example: IPV4:15.15.12.13, DNS:h1.mercury.il; CoreId: 0c9da6d8-3e08-45cd9b12-b49a1ca5de20
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UI Element
(A-Z)
Key
Description
A unique string representing the type of event that occurred. Two events have the same
key if, and only if, the two events represent the same situation in the managed
environment. Events with the same key are treated as duplicates.
Add the attributes using the following format:
<<Alert Name>>:<<Entity>>:<<Event Severity>>
Example: host1:hpe.com:DB_ess1:ConnectionPoolUtilitzation:High
Log only
Assign the value:
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true to send the event to the history event browser as a close event. Such an event
goes through the complete event processing, but has its Life Cycle State set to close
so it closes itself.
false to send the event if the alert is configured to send an event.
Add the attributes using the following format:
true or false
Example: Typical examples are events that result in resetting a health indicator to a normal
or good state, or an event signaling that a previous problem no longer exists (where the
problem was reported in another event).
Default value:True. Depending on your permissions, you can modify the default.
Severity
The severity of the event. It represents the translation of the alert CI status into the event
severity.
The severity levels can be: Unknown, Normal, Warning, Minor, Major, Critical.
This information enables you to map the triggering event status to the event severity level.
Add the attributes using the following format:
<<Event Severity>>
Example: Warning
Subcategory More detailed organization of events that have the same category. Used for event
standards and external event sources that are using subcategories.
Add the attributes using the following format:
<<CI Type>>
Submit
close key
condition
When you select the option, you must enter a value in the Close key pattern box.
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UI Element
(A-Z)
Title
Description
Describes the occurrence represented by the event. The title should include information
about what threshold has been crossed (or other trigger conditions), and the current values.
Add the attributes using the following format for CI Status alerts:
<<Alert Name>>
Triggered on CI: <<Entity Name>>
Trigger condition
Note: Since the text is typically shown within a single line in the event browser, it is
recommended that the most relevant information is at the beginning of the text.
Attributes Area
Use this area to specify the attributes.
Important
information
If necessary, select the relevant attribute in the Attributes area and drag it to the
relevant box in the General tab.
You can also select a specific attribute and click ALT +i while editing text to insert the
selected attribute in the text.
For a detailed list of attributes, see "CI Status Alert Attributes" on page 151.
Custom Attributes Tab
Use this tab to add custom attributes.
When you create or edit a mapping in the Event Template dialog box, you can chose an attribute that was
configured in OMi, or you can create a custom attribute. The custom attributes configured in OMi provide
additional features for the events mapped using these attributes.
Important
A custom attribute consists of a key and a value (both are strings). The value can be any
information string and is used by the Event Template mapping as any other value.
Limitations:
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Make sure that the name of the custom attribute you are defining is unique and does not
already exist in the list of factory attributes.
If you add to a template a custom attribute with a key similar to a constant attribute's
key, the custom attribute is ignored. For details about the constant attributes, see
"Constant Attributes" on the next page.
Duplicate keys are not allowed. You cannot create a key that already exists or you
cannot use an existing key more than once in the same template.
Event Template attributes are changed into the value of the relevant attribute of the
triggered alert. When the attribute does not correspond to existing alert attributes (when it
is a custom attribute), then the value specified in the Custom Attributes tab for the
relevant attribute is used.
User interface elements are described below:
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UI
Element Description
Lists the options available for creating a new Event Template. You can select:
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New key. To create a new key. A new row opens in the Name/Value table.
Known key. Opens a submenu with the known keys as options. You can select the relevant
key. A new row opens in the Name/Value table, with the name of the selected key in the
Name column. You can then enter the value of the key in the corresponding Value column.
Note: The known keys are defined in OMi. Such keys have additional capabilities. Keys defined
in the CI Status Template Repository dialog box only have a name and are used as strings.
Deletes the selected attributes from the table.
Name
and
Value
Each event can have any number of custom attributes. You use custom attributes to provide
additional event information that is not provided by any of the other Event Template attributes or
that is contained in any of the other attributes. Each custom attribute is a Name-Value pair,
where you enter the name of the attribute in the Name field and the value of the attribute in the
Value field.
This feature may be used when you manage the environment of multiple customers using one
instance of the product. The multiple customers might be handled by a custom attribute object.
Example: Name = "Customer" ; Value = "XYZ Company"
Constant Attributes
The Event Template uses the constant attributes to represent the fields that appear in the General tab (title,
category, subcategory, and more).
Note: Do not use these attribute's keys as the keys to custom attributes.
The constant attribute's keys are:
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Category
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RelatedCiHint
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CloseKeyPattern
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TimeCreated
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Description
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EtiHint
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NodeHint
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Key
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LogOnly
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OriginalData
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Severity
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SubmitCloseKey
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SourceCiHint
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SubCategory
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Title
CI Status Alert Attributes
The table lists the attributes you can use in the General tab for CI Status alerts:
Attribute
Description
Alert
Detailed
Description
A collection of the alert's parameters that form an overall description of the alert. The
template for this description appears in the default log notification template of the alert.
Alert ID
The unique ID assigned to the alert scheme.
Example: a148edca593f423aa36c256e687ad58f
Alert Name
The alert name specified in the alert scheme.
Alert
Summary
A short description of the alert as specified in the alert scheme definition.
Alert Trigger
Time
The time when the alert was triggered.
Alert User
Description
The description of the alert you provided when you created the alert.
BSM DNS
The name of the machine on which APM is installed.
Example: Tue Jan 05 6:07:29 PM 2010 (IST) (+0200)
Example: machineName.devlab.ad
CI ID
The ID of the CI for which the alert scheme was created.
Example:
cfe0e1157c28513f2c10c008e543c5cb
CI Name
The name of the CI for which the alert scheme was created.
CI Type
The type of the CI for which the alert scheme was created.
Current
Status Key
The current status key of the CI related to the alert.
Current
Status Name
The displayed name of the status key of the CI related to the alert.
Event
Severity
The severity of the event corresponding to the CI Status Alert. You can set it to correspond
exactly to the alert's severity or to another value.
Example: major, or critical.
KPI ID
The ID of the KPI whose change of status triggers the CI Status alert.
KPI Name
The name of the KPI whose change of status triggers the CI Status alert.
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Attribute
Description
KPI Value
The value of the KPI whose change of status triggers the CI Status alert.
Previous
Status Key
The key of the previous status of the KPI before the change that triggered the CI Status
alert.
Previous
Status Name
The name of the status of the KPI before the change that triggered the CI Status alert.
Troubleshooting CI Status Alerts
This section describes troubleshooting and limitations for CI Status alerts.
Audit Log
Each change you make to a CI Status alert is logged into the CI Status Alert Administration log.
To access that information click Admin > Platform > Setup and Maintenance > Audit Log and select CI
Status Alert Administration in the Context list. For details, see "Audit Log" in the APM Platform
Administration Guide.
Example: The audit log provides information about the date the alert definition was modified, the user who
made the modification, the type of action that was performed followed by the contents of the Definition Details
area of the alert definition. For details about the Definition Details area, see "Create New Alert Wizard" on
page 134.
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Assignments
When a new CI is added to the Run-time Service Model (RTSM), the assignment mechanism is automatically
triggered. This mechanism assigns the appropriate KPIs, HIs, and context menus to the CI based on its CI
type (CIT).
The following section describes how to customize the way KPIs and HIs are assigned to CIs.
To access
Select Administration > Service Health > Assignments, and select the Health Indicator Assignments
or KPI Assignments tab.
Note: To access the Assignments tab in Service Health Administration, you must have user permissions
of Admin or higher.
Learn About
This section includes:
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"Assignment Mechanism Overview" below
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"Inheriting and Overriding Assignments" on the next page
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"Assignment Types: Predefined, Edited, and New" on the next page
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"Validation" on the next page
Assignment Mechanism Overview
Each assignment has two parts: a condition, and a task. The condition describes a CI; the task describes the
context menus, KPIs/HIs, and business rules that are assigned to CIs that match the condition. When an
assignment is running and its condition is filled, the assignment mechanism automatically:
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Attaches the relevant KPIs or HIs to the CI.
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Assigns business rules for the KPIs or HIs.
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Assigns thresholds for the KPIs or HIs.
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(For KPI assignments only:) Adds the context menus to the CI.
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(For HI assignments only:) Assigns selectors for the HI.
For general information on KPI and HI functionality, see "Setting up KPIs and HIs" on page 50. For details on
specific KPIs, see "List of Service Health KPIs" on page 199.
The assignment mechanism is an APM service named KPI_ENRICHMENT. The service completes the
missed assignments as soon as APM is restarted, after it has been stopped. The assignment mechanism is
deployed on the Data Processing server.
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Inheriting and Overriding Assignments
Assignments on higher level CITs are inherited by their descendant CITs. When an assignment is inherited,
the name of the source CIT appears in parentheses after the assignment name on the child CIT. Inherited
assignments work as follows:
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Deleting. An inherited assignment cannot be deleted on a child CIT. If you override an inherited
assignment, you can delete the overriding assignment on the child CIT. If you delete an assignment on a
parent CIT, it is deleted on its descendant CITs as well.
Editing. When you edit an inherited assignment, the edited assignment appears in bold text in the
assignments table. You can a restore an overriding assignment to its original inherited definitions.
Invalid assignments. Inherited assignments are not displayed if they are invalid, because these
assignments are not relevant for the child CIT. An invalid assignment is only shown on the CIT where it
can be fixed. Once it is no longer invalid, it appears on the descendant CITs.
Tip: Each assignment rule defined on an upper level CI type is inherited by all child CI types. If you need
to define a specific assignment for a child CI type, create a new rule with the same condition as an
inherited rule, and change the HI or KPI configuration accordingly. You can also stop some of the running
assignment rules, and activate more specific rules for specific CI types.
Assignment Types: Predefined, Edited, and New
There are three types of assignments:
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Predefined. Out-of-the-box assignments that have not been modified. These assignments can be edited
but not deleted. If you edit a predefined assignment, it is labeled Predefined (Customized).
Predefined (Customized). Out-of-the-box assignments that have been edited. These assignments
cannot be deleted, but you can restore them to their default settings.
Custom. New assignments that you have created.
Note: When you stop a default assignment and then restart it, the assignment type changes from
Predefined to Predefined (Customized). To restore the original Predefined type, click Restore to
Default.
Validation
The validation mechanism checks that each assignment rule is valid. A tooltip on the CIT tree shows the
number of valid and invalid assignments for each CIT.
The CIT toolbar contains a filter to enable you to focus attention on invalid assignments; when you select
Invalid Assignments Only, the CIT tree expands all the CIT nodes that have invalid assignments.
If there is a problem with an assignment (for example, if an invalid business rule is defined, if an assignment is
not unique, or if a referenced property does not exist for the CIT in the RTSM), you can open the assignment
for editing. The dialog box that appears contains details regarding which area in the assignment definition is
problematic, and should be fixed.
Tasks
This section includes:
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"How to Configure a KPI or HI Assignment" below
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"How to Override an Inherited Assignment" on the next page
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"Related Tasks" on the next page
How to Configure a KPI or HI Assignment
1.
Create a new assignment or open an assignment for editing
Select Admin > Service Health > Assignments. Depending on the type of assignment you are
defining, select the KPI Assignments or Health Indicator Assignments tab.
Assignments are defined according to CI type (CIT). Select a CIT in the CI Types pane, and perform one
of the following actions in the Assignments for CI type pane:
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l
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2.
To create a new assignment on the CIT, click the Add button.
To clone an existing assignment on the CIT, select an assignment and click the Duplicate button.
The original assignment is still available, and the new cloned assignment opens automatically for
editing.
To edit an existing assignment on the CIT, select an assignment and click the Edit button.
Configure the assignment condition and task
An assignment definition includes a condition and a task. The condition describes specific
characteristics of a CI. The task describes the KPIs or HIs that are to be assigned automatically to the
CI when the condition occurs.
For KPI assignment user interface details, see "Add/Edit KPI Assignments for CI Type Dialog Box" on
page 159. For HI assignment user interface details, see "Add/Edit Health Indicator Assignments for CI
Type Dialog Box" on page 163.
a. In the Assignment Settings area, define general assignment information.
b. In the Condition area, specify the application which is monitoring the CI; this is the value of the CI's
Monitored By attribute within the RTSM. This field is mandatory for HI assignments, for all CITs
except for Monitor CITs (and their descendant CITs).
Note: You can add a value to the dropdown list of possible Monitored By values using the
following infrastructure setting: Admin > Platform > Infrastructure Settings > Foundations
> Sources Configuration > Possible Values for Monitored By.
c. (Optional) To add additional conditions based on CI properties, click the Add button in the Condition
area, and define one or more property conditions. All of the property conditions must be true for the
condition to be met. To edit property conditions, click the field that you want to modify, and edit its
contents.
d. In the KPI Configurations area (for KPI assignments) or the Health Indicator Configurations
area (for HI assignments), define the following:
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For KPI assignments, define the KPIs that you want assigned to the CIs when the condition is
met. For each KPI, specify its business rule, rule thresholds, calculation method, and which HIs it
uses in its calculation. Note that if the CI has none of the specified HIs assigned, the KPI will not
be assigned to the CI. For user interface details, see "Add/Edit KPI to Assignment Dialog Box" on
page 161.
o
For HI assignments, define the HIs that you want assigned to the CIs when the condition is met.
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For each HI, specify its priority, business rule, rule thresholds, and the selector that defines which
data samples are relevant for the HI. For user interface details, see "Add/Edit Health Indicator to
Assignment Dialog Box" on page 166.
e. (Optional) If you are defining a KPI assignment, you can use the Context Menus area to define
which context menus are assigned to the CI when the condition is met. This does not override
existing context menus, but enables you to define additional ones.
How to Override an Inherited Assignment
When an assignment is inherited from a parent CIT, the name of the source CIT appears in parentheses after
the assignment name on the child CIT. When overriding an inherited assignment, note the following:
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Restoring definitions. When you override an inherited assignment, the edited assignment appears in
bold text in the assignments table. To restore an overriding assignment to its original inherited definitions,
select the assignment and click the Restore From Parent CIT button.
Editing. The condition of an inherited assignment cannot be edited. To edit the condition, clone the
inherited assignment, edit the clone, and delete the original inherited assignment.
Deleting. An inherited assignment cannot be deleted on a child CIT. If you override an inherited
assignment, you can delete the overriding assignment on the child CIT. If you delete an assignment on a
parent CIT, it is deleted on its descendant CITs as well.
Related Tasks
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"How to Modify a KPI Assignment – Use-Case Scenario" on page 172
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"How to Create a KPI Assignment Using an API Rule – Use-Case Scenario" on page 174
UI Description
This section includes:
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"CI Types Pane (left pane)" below
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"KPI Assignments/Health Indicator Assignments Pane (right pane)" on the next page
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"Add/Edit KPI Assignments for CI Type Dialog Box" on page 159
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"Add/Edit KPI to Assignment Dialog Box" on page 161
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"Edit Related Health Indicators Dialog Box" on page 163
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"Add/Edit Health Indicator Assignments for CI Type Dialog Box" on page 163
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"Add/Edit Health Indicator to Assignment Dialog Box" on page 166
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"Property Condition Operator" on page 169
CI Types Pane (left pane)
This pane displays a hierarchy of CI types; select a CI type to manage its KPI assignments.
User interface elements are described below:
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UI
Element (A-Z)
Description
Refresh. Click to refresh the CI Types pane and the Assignments pane display.
<CI
Type>
Each CI type is displayed with its CIT icon.
If a CIT has an assignment or propagation rule defined, the CIT icon has a small overlay icon in
its lower right corner. If there are invalid assignments or propagation rules, the overlay icon
indicates this. In the following image, the BusinessProcess CIT has one or more assignments
or propagation rules defined, while the Business Transaction CIT has an invalid assignment or
propagation rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation rules for the
CIT. The tooltip also indicates which category contains any invalid definitions. If you have
invalid definitions, you can select the relevant tab (KPI Assignments, HI Assignments, or
Propagation Rules). The user interface will indicate the source of the problem, and you can fix it
if necessary.
Filter
This filter enables you to display all assignments and propagation rules (default setting); only
valid assignments; or only invalid assignments.
When you select Invalid Assignments Only, the CIT tree expands all the CIT nodes that have
invalid assignments. If you want to resolve invalid assignments, open each assignment for
editing. The dialog box that appears contains details on what needs to be fixed in the
assignment definitions.
KPI Assignments/Health Indicator Assignments Pane (right pane)
This tab displays details regarding the KPI assignments for the CIT selected in the CI Types pane. You can
use this pane to add, edit, or remove assignments. Each line represents one assignment on the selected CIT.
User interface elements are described below:
UI Element (A-Z)
Description
Add. Click to create a new assignment.
Duplicate. Click to copy a selected assignment, and open the copy for editing.
Edit. Click to edit the details of a selected assignment.
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UI Element (A-Z)
Description
Delete. Click to delete one or more selected assignments.
Assignments that are inherited from parent CITs cannot be deleted on the child CIT, but
only on the parent CIT.
Restore From Parent CIT. Click to restore a selected overridden assignment to its original
settings.
Restore to Default. Click to restore a selected edited assignment, whose Type is
Predefined (Customized), to its original settings.
Select all. Select all the assignments.
Clear Selection. Clear the selection of assignments.
Start. Click to start running a selected assignment on existing CIs, and on new CIs.
You can only start an assignment if you have selected it on the CIT where it is defined, and
not on one of that CIT's descendants.
Stop. Click to stop running a selected assignment.
You can only stop an assignment if you have selected it on the CIT where it is defined, and
not on one of that CIT's descendants.
Synchronize CI Type. Click to run assignments on the selected CIT.
Refresh. Click to refresh the Assignments display.
Change visible columns. Click to select the columns you want to display in the table.
Assignment The name of the assignment.
Name
Description
The description of the assignment.
KPIs/Health
Indicators
The KPIs or HIs that are assigned to CIs of the selected CIT, based on the assignment.
Monitored
By
List of values of the Monitored By attribute within the RTSM; the assignment is only
applicable if the CI contains one of the listed values as its Monitored By attribute.
Status
The assignment status:
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Running. The assignment has been started and is running on the appropriate CIs.
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Stopped. The assignment has been stopped and is not running.
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UI Element (A-Z)
Description
Type
Indicates one of the following assignment types:
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Custom. New assignments.
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Predefined. Out-of-the-box assignments that have not been modified.
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Predefined (Customized). Out-of-the-box assignments that have been modified. You
can restore such an assignment to its original settings using the Restore to Default
button.
Add/Edit KPI Assignments for CI Type Dialog Box
This dialog box enables you to add or edit a KPI assignment on a CIT.
To access
Select Admin > Service Health > Assignments.
In the Assignments tab, select a CIT in the CI Type pane. Within the Assignments for CI
Type pane, the KPI Assignments tab displays the KPI assignments for the selected CIT.
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To add a KPI assignment to the selected CIT, click the Add button.
l
To edit a KPI assignment, select the assignment and click the Edit button.
Important
When an assignment is inherited from a parent CIT, the name of the source CIT appears in
information parentheses after the assignment name. If you edit an inherited assignment, the edited
assignment is displayed in bold text. The condition of an inherited assignment cannot be
edited; to edit, clone the inherited assignment, edit the clone, and delete the original inherited
assignment.
Assignment Settings Area
User interface elements are described below:
UI Element (A-Z)
Description
Description
(Optional) Enter a description for the assignment.
ID
Displays the internal ID of the assignment.
Name
Enter a name for the assignment.
Condition Area
The condition defines which characteristics a CI must have so that the KPI assignment is relevant for the CI.
Each line in the table represent a property condition; the assignment is relevant if all the property conditions
are filled. If no property conditions are defined, the KPIs are assigned to all CIs of the CIT with the specified
Monitored By attribute.
User interface elements are described below:
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UI
Element
Description
Select all. Select all the property conditions.
Clear Selection. Clear the selection of property conditions.
Add. Click to add a new property condition.
Delete. Click to delete a selected property condition.
Monitored Specify the value of the Monitored By attribute within the RTSM; the assignment is only
By
applicable to a CI if the CI contains this value as its Monitored By attribute.
This field is mandatory for all CITs except for Monitor CITs (and their descendant CITs).
Note: You can add a value to the dropdown list of possible values using the following
infrastructure setting: Admin > Platform > Infrastructure Settings > Foundations >
Sources Configuration > Possible Values for Monitored By.
Operator
Relational operator that the condition uses when comparing the actual value for the property
against the value defined in the condition. The expression gives a result of TRUE or FALSE
for each CI. For details on the possible operators, see "Property Condition Operator" on page
169.
Property
Name
This drop-down list contains all of the attributes of the RTSM class for the selected CIT.
Select an attribute to define the condition, using the Operator and Value fields.
Value
Enter the required value for the property. This is the property value that the condition
compares with the value in the RTSM class attribute.
KPI Configurations Area
This area enables you to define which KPIs will be assigned to the CIs which fill the assignment condition.
User interface elements are described below:
UI Element (A-Z)
Description
Select all. Select all the KPIs.
Clear Selection. Clear the selection of KPIs.
Add KPI. Click to create a new KPI.
Edit KPI. Click to edit the details of a selected KPI.
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UI Element (A-Z)
Description
Delete KPIs. Click to delete one or more selected KPIs.
Business
Rule
The business rule used to calculate the KPI.
Calculated
Based On
This indicates if the KPI is calculated by:
For information about each rule, see "Understanding the Service Health Calculation Rules"
on page 267.
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Health indicators and child KPIs. The KPI is calculated by the HIs assigned to the
CI, and by the KPIs assigned to the child CIs.
Health indicators. The KPI is calculated by the HIs assigned to the CI.
HIs; if none, use child KPIs. The KPI is calculated by the HIs assigned to the CI; if
there are no HIs assigned, the KPI is calculated by the KPIs assigned to the child CIs.
KPI
The name of the KPI assigned to the selected CI. For information about each KPI, see "List
of Service Health KPIs" on page 199.
Related
Health
Indicators
The list of HIs whose values are used in calculating this KPI.
The KPI will only be assigned if one (or more) of these HIs exists on the CI. If none of the
HIs exist on the CI, the KPI is not assigned.
Context Menus Area
This area enables you to define which context menus are assigned to the CIs which fill the assignment
condition. For details on the context menus, see "List of Context Menus" on page 329.
The list of Available Context Menus contains the context menus that are applicable to the CIT. The list of
Selected Context Menus shows which context menus are assigned to the CIs which fill the condition. You
can use the arrows to move the context menus between the lists, or drag context menus from one list to
another.
Note that this does not override existing context menus, but enables you to define additional ones.
Add/Edit KPI to Assignment Dialog Box
This dialog box enables you to add or edit a KPI within a KPI assignment.
To
In the Add/Edit KPI Assignments for CI Type dialog box, in the KPI Configurations area,
access click Add, or select a KPI and click Edit.
KPI Area
User interface elements are described below:
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UI Element (A-Z)
Description
Click to add or remove HIs from the list of Related Health Indicators which are used to
calculate the KPI. For details, see "Edit Related Health Indicators Dialog Box" on the next
page.
Note: Adding a related HI to a KPI does not assign the HI to the CI itself; this means that if
the HI is assigned to the CI, this KPI will include the HI in its calculation.
Business
Rule
The business rule used to calculate the KPI.
Calculated
Based On
This indicates if the KPI is calculated by:
For information about each rule, see "Understanding the Service Health Calculation Rules"
on page 267.
l
l
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Health indicators and child KPIs. The KPI is calculated by the HIs assigned to the
CI, and by the KPIs assigned to the child CIs.
Health indicators. The KPI is calculated by the HIs assigned to the CI.
HIs; if none, use child KPIs. The KPI is calculated by the HIs assigned to the CI; if
there are no HIs assigned, the KPI is calculated by the KPIs assigned to the child CIs.
KPI
The name of the KPI assigned to the selected CIT. For information about each KPI, see
"List of Service Health KPIs" on page 199.
Related
Health
Indicators
The list of HIs whose values are used in calculating this KPI.
The KPI will only be assigned if one (or more) of these HIs exists on the CI. If none of the
HIs exist on the CI, the KPI is not assigned.
CI Type Properties Area
This area contains a list of the attributes of the RTSM class for the selected CIT. If you are defining KPI
thresholds or you are creating an API rule, you can drag attributes from this area to the threshold or API area.
Thresholds Area
This area enables you to modify the default thresholds used for the KPI's business rule; for details, see "KPI
and HI Thresholds" on page 54. This area only appears if you select a rule that requires thresholds; for
example, if you select the Worst Status rule this area does not appear.
User interface elements are described below:
UI Element (A-Z)
Description
OK, Warning,
Minor, Major,
Critical
Enter the required threshold value for each status in the appropriate box. Ensure that
the values you enter are logically ordered.
You can use RTSM class attributes of type float or integer to define threshold values.
Drag an attribute from the CI Type Properties area to the threshold value fields.
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UI Element (A-Z)
Description
Operator
Select the required operator. This operator is applied for all the thresholds.
You can use RTSM class attributes of type string to define operators. Drag an
attribute from the CI Type Properties area to the operator field.
Threshold
Settings
Select one of the following:
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Default. Use the thresholds that are defined in the business rule repository. If you
select this option, you cannot edit the threshold settings.
Custom. Use non-default thresholds for the business rule. Select this option if
you want to modify the default thresholds.
API Rule Definitions Area
This area is displayed when you select the API Group and Sibling rule in the Business Rule list. Enter the KPI
calculation script for the rule you are creating; for details, see API Group and Sibling Rule in the APM
Extensibility Guide.
Edit Related Health Indicators Dialog Box
This dialog box enables you to add or remove HIs from the list of HIs which are used to calculate a KPI.
To access
In the Add/Edit KPI to Assignment dialog box, click the button next to the Related Health
Indicators field.
Important
The list of applicable HIs, that can be used to calculate the KPI on the selected CIT, is
information based on the Indicator Repository definitions. For details, see "Indicator Repository" on
page 216.
User interface elements are described below:
UI Element (A-Z)
Description
Select an HI from the Applicable Health Indicators list, and click to add it to the
Selected Health Indicators list.
Select an HI from the Selected Health Indicators list, and click to remove it.
Applicable Health
Indicators
This shows the list of HIs that can be used to calculate the KPI, on the selected
CIT.
Selected Health
Indicators
This shows which HIs will be used to calculate the KPI on the selected CIT
Add/Edit Health Indicator Assignments for CI Type Dialog Box
This dialog box enables you to add or edit an HI assignment on a CIT.
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To access
Select Admin > Service Health > Assignments.
In the Assignments tab, select a CIT in the CI Type pane.
Within the Assignments for CI Type pane, the Health Indicator Assignments tab
displays the HI assignments for the selected CIT.
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To add an HI assignment to the selected CIT, click the Add button.
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To edit an HI assignment, select the assignment and click the Edit button.
Important
When an assignment is inherited from a parent CIT, the name of the source CIT appears in
information parentheses after the assignment name. If you edit an inherited assignment, the edited
assignment is displayed in bold text. The condition of an inherited assignment cannot be
edited; to edit, clone the inherited assignment, edit the clone, and delete the original inherited
assignment.
Assignment Settings Area
User interface elements are described below:
UI Element (A-Z)
Description
Description
(Optional) Enter a description for the assignment.
ID
Displays the internal ID of the assignment.
Name
Enter a name for the assignment.
Condition Area
The condition defines which characteristics a CI must have so that the HI assignment is relevant for the CI.
Each line in the table represent a property condition; the assignment is relevant if all the property conditions
are filled. If no property conditions are defined, the HIs are assigned to all CIs of the CIT with the specified
Monitored By attribute.
User interface elements are described below:
UI
Element (A-Z)
Description
Monitored Specify the value of the Monitored By attribute within the RTSM; the assignment is only
By
applicable to a CI if the CI contains this value as its Monitored By attribute.
This field is mandatory for all CITs except for Monitor CITs (and their descendant CITs).
Note: You can add a value to the dropdown list of possible values using the following
infrastructure setting: Admin > Platform > Infrastructure Settings > Foundations >
Sources Configuration > Possible Values for Monitored By.
Select all. Select all the property conditions.
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UI
Element (A-Z)
Description
Clear Selection. Clear the selection of property conditions.
Add. Click to add a new property condition.
Delete. Click to delete a selected property condition.
Operator
Relational operator that the condition uses when comparing the actual value for the property
against the value defined in the condition. The expression gives a result of TRUE or FALSE
for each CI. For details on the possible operators, see "Property Condition Operator" on page
169.
Property
Name
This drop-down list contains all of the attributes of the RTSM class for the selected CIT.
Select an attribute to define the condition, using the Operator and Value fields.
Value
Enter the required value for the property. This is the property value that the condition
compares with the value in the RTSM class attribute.
Health Indicator Configurations Area
This area enables you to define which HIs will be assigned to the CIs which fill the assignment condition.
User interface elements are described below:
UI Element (A-Z)
Description
Select all. Select all the HIs.
Clear Selection. Clear the selection of HIs.
New. Click to create a new HI.
Edit Health Indicator. Click to edit the details of a selected HI.
Delete Health Indicator. Click to delete one or more selected HIs.
Business
Rule
The business rule used to calculate the HI.
Health
Indicator
The name of the HI assigned to the selected CI.
For information about each rule, see "Understanding the Service Health Calculation
Rules" on page 267.
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Add/Edit Health Indicator to Assignment Dialog Box
This dialog box enables you to add or edit an HI within an HI assignment.
To access: In the Add/Edit Health Indicator Assignments for CI Type dialog box > Health Indicator
Configurations area, click Add, or select an HI and click Edit.
Health Indicator Area
User interface elements are described below:
UI
Element (A-Z)
Description
Business The business rule used to calculate the HI.
Rule
For information about each rule, see "Understanding the Service Health Calculation Rules" on
page 267.
Health
Indicator
The name of the HI assigned to the selected CIT.
Priority
By default, each HI has a priority of zero (0). If the assignment mechanism runs a number of
assignments on a CI, and more than one assignment assigns the same HI, the priority can be
used to fine-tune which to assign.
For example, if an HI is supposed to be assigned to a CI based on two different assignments,
and the HI in one assignment has a higher priority than in the other, the definitions of the higher
priority one will be assigned.
CI Type Properties Area
This area contains a list of the attributes of the RTSM class for the selected CIT. If you are defining HI
selector or thresholds, or you are creating an API rule, you can drag attributes from this area to the API,
threshold or selector area.
The attributes listed under the heading General Properties are grouped according to attribute type (for
example binary or string). In addition, when defining a selector, the following attributes are available under the
heading Selector Related Properties:
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CI ID. The ID of the CI in the RTSM.
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HI Type ID. The HI's internal ID in the Indicator Repository.
API Rule Definitions Area
This area is displayed when you select an API rule in the Business rule list. For details, see Service Health
Rules API in the APM Extensibility Guide.
User interface elements are described below:
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UI Element (AZ)
KPI
Calculation
Script
Description
Enter the KPI calculation script for the rule you are creating. The contents of the script
depends on the rule type, as follows:
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Sample Fields
API Sample Rule. See API Sample Rule in the APM Extensibility Guide.
API Duration-Based Rule. See API Duration-Based Sample Rule in the APM
Extensibility Guide.
Enter the names of the sample fields you want to use in the script. Separate between
the sample names with a comma.
Thresholds Area
This area enables you to modify the default thresholds used for the HI's business rule; for details, see "KPI
and HI Thresholds" on page 54. This area only appears if you select a rule that requires thresholds; for
example, if you select a Worst Status rule this area does not appear.
User interface elements are described below:
UI Element (A-Z)
Description
OK, Warning,
Minor, Major,
Critical
Enter the required threshold value for each status in the appropriate box. Ensure that
the values you enter are logically ordered.
Operator
Select the required operator. This operator is applied for all the thresholds.
You can use RTSM class attributes of type float or integer to define threshold values.
Drag an attribute from the CI Type Properties area to the threshold value fields.
You can use RTSM class attributes of type string to define operators. Drag an
attribute from the CI Type Properties area to the operator field.
Threshold
Settings
Select one of the following:
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Default. Use the thresholds that are defined in the business rule repository. If you
select this option, you cannot edit the threshold settings.
Custom. Use non-default thresholds for the business rule. Select this option if
you want to modify the default thresholds.
Selector Area
This area enables you to define the selector for the HI. The selector catches data samples from the incoming
data that meet the filter criteria.
For an overview of selectors, see "Selectors for Metric-Based HIs" on page 59. For details on defining
selectors, see "How to Define Selectors for HIs" on page 85.
User interface elements are described below (unlabeled elements are shown in angle brackets):
Selector Toolbar
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UI Element
Description
Select one of the following:
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Add Selector Expression. Add a selector expression to an expression group; each
selector expression that you add narrows the filter.
Add OR Clause. Add an expression group (which can contains one or more selector
expressions).
Note. When the first expression group is added it is labeled AND; when additional
groups are added all the groups are labeled OR.
Delete. Click to delete one or more selected selector expressions or groups.
Copy. Select one or more selector rows and click to copy the rows to the clipboard.
Cut. Select one or more selector rows and click to cut the rows to the clipboard.
Paste. Click to paste rows from the clipboard to a new location.
If you are pasting a selector group, it is pasted as a new group.
If you are pasting a selector expression, there are two Paste options:
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If you select a row before you click Paste, the expression is pasted after the selected
row.
If you do not select a row but just click Paste, a new group is created containing the
expression.
Copy Selector
to Clipboard
Copy the entire selector definition to the clipboard.
Paste Selector
From
Clipboard
Paste the entire selector definition from the clipboard.
You can then paste the selector into specific HI instances within the CI Indicators tab.
For details, see "Add Health Indicator/Edit Health Indicator Dialog Box" on page 89.
You can copy a selector from an HI definition within the CI Indicators tab. For details,
see "Add Health Indicator/Edit Health Indicator Dialog Box" on page 89.
Selector Definitions
UI Element
Description
Field
Name
Enter the name of a reference property that the selector expression searches for in the
incoming data samples. For details on the samples, see "Data Samples" on page 1258.
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UI Element
Description
Operator
The relational operator that the selector expression uses when comparing the actual value for
the property against the value defined in the selector. The expression gives a result of TRUE
or FALSE for each data sample.
Select an option from the list. The option can be:
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= or !=. Filters the samples where the value of the sample field specified in the Field box
equals or is not equal to the value specified in the Value box.
> or <. Filters the samples where the value of the sample field specified in the Field box
is less or more than the value specified in the Value box.
in or not In. Use the |!| separator Value box. The value specified in the Value box can
only be 100 characters long.
>= or <=. Filters the samples where the value of the sample field specified in the Field
box is more or equal to or less or equal to the value specified in the Value box.
prefix or notPrefix. Filters in the samples where the sample field value starts with the
string entered in the Value box.
suffix or notSuffix. Filters in the samples where the sample field value ends with the
string entered in the Value box.
like or notLike. The expression you enter in the Value box should follow the Java
standard for regular expression.
Note: It is recommended to use the suffix or notSuffix operators instead of the like and
notLike operators that are performance intensive.
Type
The type of value in the data sample (can be String, Double, Integer, Long, Boolean, Float, or
Binary).
Value
The property value that the expression compares with the value in the data sample.
You can use RTSM class attributes to define selector values; drag an attribute from the CI
Type Properties area to the selector value field.
Example: An HI is assigned for a business transaction monitored by Business Process
Monitor. The selector defines which samples will be used to calculate HI instances of this
type, using the following selector definition:
sampleType = trans_t AND u_iTransactionId = <<CI ID>>
The selector determines which samples are valid based on the transaction ID, which is the
CI ID.
Note: If your assignment contains referenced properties (Ref Prop) in the selector, the
attribute on the CI should not contain any of the following characters: " & ' < >
Expression When you have defined a selector, this area displays a summary of the selector conditions.
Summary
Property Condition Operator
Use one of the following values:
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Value
Description
Equals
Returns true when the value of the RTSM class attribute equals the value specified in the
value attribute of the property condition.
Does not
equal
Returns true when the value of the RTSM class attribute does not equal the value specified in
the value attribute of the property condition.
Is like
Returns true when the value of the RTSM class attribute matches the string in the value
attribute of the property condition. The string of the value attribute can contain % as a
wildcard. % may represent 0 or more characters.
Is not like Returns true when the value of the RTSM class attribute does not match the string in the
value attribute of the property condition. The string of the value attribute can contain % as a
wildcard. % may represent 0 or more characters.
Contains
Returns true when the value attribute of the property condition equals one of the elements
listed in the value of the RTSM class attribute, when the RTSM attribute type is string_list.
Is
Returns true when the value of the RTSM class attribute equals one of the elements that is
contained listed in the value attribute of the property condition. The elements in the list should be
in
separated with a comma.
Is NULL
Checks where the CI attribute was not assigned a value. Returns true when the RTSM class
attribute is empty.
Is not
NULL
Checks where the CI attribute was assigned a value. Returns true when the RTSM class
attribute is not empty.
Is true
Returns true when the RTSM class attribute value is true.
Is false
Returns true when the RTSM class attribute value is false.
Troubleshooting
Using System Health Monitors to Troubleshoot Assignment Problems
If the Assignment Mechanism is not working properly, you can use the following System Health monitors to
help locate the source of the problem:
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KES Availability. Monitors that the Assignment Mechanism is up and running for each customer.
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KES Content. Monitors that the Assignment Mechanism content is valid.
For details, refer to the System Health documentation.
Additional Information: KPI and HI Assignments
You can find additional information on KPI and HI Assignments in the following sections:
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"Synchronizing Assignments" on the next page
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"SiteScope Dynamic HI Assignment" on the next page
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"How Assignments Respond to Manual Changes on a CI" on the next page
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"How to Modify a KPI Assignment – Use-Case Scenario" on the next page
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"How to Create a KPI Assignment Using an API Rule – Use-Case Scenario" on page 174
Synchronizing Assignments
After making changes to assignments for a CIT, you can synchronize the assignments mechanism to run
assignments on the CIT as if a new CI was just added. You can synchronize KPI assignments, HI
assignments, or all assignments on the CIT.
When you synchronize all assignments, the assignments mechanism first assigns HIs based on the HI
assignments, then KPIs based on the KPI assignments.
Synchronizing HI assignments can also have an effect on KPIs. For example, if an HI is added to a CI based
on an HI assignment, a KPI assignment that is already running may add a new KPI to the CI based on this
new HI.
Synchronizing can also delete KPIs or HIs. For example, if an assignment assigns two HIs (H1 and H2), and
you modify it to only assign one of them (H1) and then synchronize, the assignment will delete the HI (H2)
from the CI. If a KPI assignment has the deleted HI as its only related HI, the KPI will be removed from the CI
as well.
Note:
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Synchronization is resource-intensive, and may impair performance. Only perform synchronization
when necessary.
If a KPI was created manually or updated manually, retroactive sync from KPI Assignments will not
change that KPI.
SiteScope Dynamic HI Assignment
Service Health contains a default assignment named SiteScope Dynamic Health Indicator Assignment,
which assigns HIs to the CIs monitored by SiteScope. This assignment dynamically assigns HIs to these CIs
based on the metrics you have chosen to monitor within SiteScope. If you change the definitions of what is
monitored on a CI within SiteScope, the assignment automatically updates which HIs are assigned to this CI.
You cannot perform the following:
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Create another dynamic assignment.
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Delete this assignment.
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Add HIs to this dynamic assignment, or remove HIs from the assignment.
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Modify the condition, selector, or priority defined for an HI in this assignment.
You can make the following changes within the dynamic assignment:
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Change the HI calculation rule. Note that the new rule is used to calculate all of the HIs assigned via this
assignment.
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Change the rule parameters and rule thresholds (where relevant).
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Stop the assignment if necessary.
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How Assignments Respond to Manual Changes on a CI
When an HI is manually attached to a CI using the CI Indicators tab (for details, see "Customizing CI
Indicator Settings in a View" on page 74), the assignment mechanism may then add KPIs to the CI based on
the KPI assignment definitions.
If a KPI or HI is assigned to a CI using the assignment mechanism, and you then manually change the KPI or
HI, the assignment mechanism no longer makes changes to this indicator. For example, if you manually
modify an assigned KPI, and you then change the business rule used within the KPI assignment, this change
will not affect the modified KPI. In addition, synchronization does not remove a modified indicator, even if the
CI no longer fills the assignment condition.
However, if you manually remove an assigned KPI or HI, and then synchronize assignments, the KPI or HI
will again be assigned to the CI by the assignment mechanism.
Tip: If you change a CI so that it no longer fills any assignment conditions, its HIs and KPIs are not
removed automatically by the assignment mechanism. You can delete these indicators manually using
the CI Indicators tab, or perform synchronization in the Assignments tab on the relevant CI Type.
How to Modify a KPI Assignment – Use-Case Scenario
John is a Service Health administrator for ACME corporation, which uses Real User Monitor to monitor their
business transactions.
Each of their business transactions has the Application Availability KPI assigned by default. John wants to
also assign the OT Impact KPI to the business transaction CIs, to calculate the dollar value of unavailable
transactions over time. He assigns this KPI the Impact Over Time rule, and defines the rule so that each
minute a transaction is unavailable, the financial impact reflects a $600 loss.
1.
Open the RUM Business Transaction KPI assignment for editing
John accesses Admin > Service Health > Assignments, and selects the Business Transaction CIT
in the CI Types pane. In the KPI Assignments tab, he opens the RUM Business Transaction KPI
Assignments for editing.
2.
Add the OT Impact KPI to the RUM Business Transaction KPI
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assignments
a. In the KPI Configurations area, he clicks New to add a new KPI to the assignment.
b. He selects the OT Impact KPI, using the Impact Over Time Rule, calculated based on Child
KPIs.
c. He defines the Dollar Impact (financial loss in dollars per minute) as 600. He links this to the
Application Availability KPI (whose ID in the KPI repository is 7), by typing 7 in the
StatusDimension rule parameter.
This means that for every minute the Application Availability KPI is red, the value of the OT Impact
KPI increases by $600.
d. He defines thresholds for the OT Impact KPI so that when the value of the KPI is less than or equal
$200, the status of the KPI is OK; when it is less than or equal $500 it is Minor, and when it is over
$500 it is Major.
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e. He then clicks Save to save the KPI assignment.
3.
Result
The RUM Business Transaction KPI assignment, on the Business Transaction CIT, now includes the
OT Impact KPI.
This KPI is now automatically assigned to all business transactions monitored by Real User Monitor.
The value of this KPI is $600 for every minute a business transaction is not available.
How to Create a KPI Assignment Using an API Rule – UseCase Scenario
The following scenario provides a high-level illustration of how you can use the Rules API to create a custom
rule, and then assign a KPI with this rule to various CIs.
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In this scenario, you create a KPI assignment so that a KPI will automatically be assigned to all hosts and
databases monitored by SiteScope. The KPI will use a custom API rule, so that whenever the KPI is assigned
to a host CI the rule performs one action, and when the KPI is assigned to a database CI the rule performs
another action.
First, within the rule repository you define a rule for a specific CI type, using a Rule API script. You then make
this rule applicable to a KPI, within the KPI repository.
You create a KPI assignment to assign this KPI using the custom rule, within the KPI assignment
administration. Finally, you define the rule within the KPI assignment administration, so that the rule
dynamically takes the CI type from the CI and performs different actions depending on the CI type (host or
database).
1.
Clone the API Group and Sibling business rule and define rule
parameters
a. Access Admin > Service Health > Repositories > Business Rules; select the API Group and
Sibling business rule, and click Clone Rule.
The new rule is named API Group and Sibling Rule (1). Open the rule for editing.
b. In the Advanced Rule Settings area, define the rule as applicable for the Configuration Item CI
type.
c. In the Rule Parameters area, create a new rule parameter named CI_type, of type String. You do
not need to modify any other fields.
This rule parameter will be used to define the API script, using the CI type taken dynamically from the
CI.
d. In the Rule Parameters area, open the parameter KPI Calculation Script for editing, and define
the script which will be run on the KPI. For details on how to define custom rules using the rules API,
see Service Health Rules API - Overview in the APM Extensibility Guide.
The following image illustrates a calculation script which performs one action if the CI type is a
database, another action if the CI type is a host, and a third action for other CITs.
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2.
Make the new rule applicable for the Generic KPI
a. Access Admin > Service Health > Repositories > KPIs, and open the Generic KPI for editing.
b. In the Applicable Rules area, define the new rule API Group and Sibling Rule (1) as applicable
for the KPI.
3.
Create a KPI assignment using the new rule
a. Access Admin > Service Health > Assignments, and select the Infrastructure Element CIT in
the CI Types pane. Using the KPI Assignments tab, create a new assignment named Host and
Database Assignment.
b. Within the Condition area, define the assignment condition as monitored by SiteScope.
c. Within the KPI Configurations area, click New to add a KPI to the assignment.
d. In the KPI area, select the Generic KPI, using the API Group and Sibling Rule (1), calculated
based on Child KPIs.
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e. From the CI Type Properties list, drag the property CI Type to the CI_type rule parameter, within
the Business Rule Parameters area.
This means that the CI_type rule parameter that is part of the calculation script is filled dynamically
from the CI information itself: for a host CI this parameter gets the value node, and for a database CI
it gets the value database.
4.
Result
The Host and Database assignment, on the Infrastructure Element CIT, assigns the Generic KPI to all
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infrastructure element CIs (and their child CIs). When this KPI is on a host CI, the API rule performs one
action, and when it is on a database CI it performs another action.
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When a KPI is assigned to a CI, or when a CI is attached to another CI, the propagation mechanism
propagates the appropriate KPIs to the parent CIs. By default, when a KPI is assigned to a CI the KPI is
automatically propagated to the CI's parents. KPIs are propagated from child CIs to parent CIs; HIs are not
propagated to parent CIs.
The following section describes how to define exceptions to the default KPI propagation.
To access
Select Administration > Service Health > Assignments, and select the Propagation Rules tab.
Note: To access the Assignments tab in Service Health Administration, you must have user permissions
of Admin or higher.
Learn About
Propagation Rules Overview
Each propagation rule is defined per CI type, and includes a condition and a task, as follows:
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Condition. The condition describes the CIT of the child CI, the CIT of the parent CI, and the KPI assigned
to the child CI. When these conditions are met, the task is then applied.
Task. The task describes which KPIs and business rules are propagated to the parent CI. The task may
also include custom thresholds for the business rule used to set the status of the KPI.
Using propagation rules you can specify that when a KPI is assigned to a CI one of the following occurs:
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No KPI is propagated to the CI's parent CI.
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The same KPI is propagated to the parent CI, but with a business rule that is not the default group rule.
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One or more different KPIs are propagated to the CI's parent CI.
In the context of propagations, the relationship between a CI and its parent CI is defined by the CI's Impact
links.
Example:
A Service Health administrator wants to set up custom KPIs to monitor availability of her data center's
CIs. She creates two KPIs to show system availability for Windows and UNIX data servers, but she
does not want these KPIs to propagate up to the parent Data Center CI. Instead, she wants the Data
Center CI to have a different KPI (System Availability), with a rule combining the availability of both child
CIs.
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She therefore specifies a propagation rule on each of the child CIs (Windows and UNIX servers). The rule
is defined so that when the parent CI is Data Center, a custom KPI (System Availability) is propagated,
using a rule that combined the values of the two KPIs on the child CIs.
Default Propagation
The propagation mechanism is triggered when a link between two CIs is added or removed in the RTSM, or if
you assign a KPI to a CI or detach a KPI from a CI in Service Health administration. By default, KPIs are
propagated as follows:
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Each KPI attached to any child CI of any parent CI is automatically propagated to the parent CI.
The KPI is assigned the KPI's default group business rule and rule parameters, as defined in the KPI
definition in the KPI repository. For details, see Default Group Rule in "New KPI/Edit KPI Dialog Box" on
page 578.
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The thresholds are defined in the business rule repository, if they exist.
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The default propagation is not visible in the user interface. You cannot modify it.
Note: Propagation rules respond to changes within the KPI and rule repositories. For example, if you
have defined a propagation rule using a particular KPI, and this KPI is removed from the repository, the
propagation rule becomes invalid.
Inheriting Propagation Rules
Propagation rules on higher level CITs are inherited by their descendant CITs. When a propagation rule is
inherited, the name of the source CIT appears in parentheses after the propagation rule name on the child CIT.
An inherited propagation rule cannot be deleted on a child CIT. If you delete a propagation rule on a parent CIT,
it is deleted on its descendant CITs as well.
If there are two rules on a CIT; one inherited from a parent CIT, and one assigned to the CIT itself, then the
one assigned to the CIT itself will be applied.
Tasks
How to Configure a KPI Propagation Rule
1.
Create a new propagation rule or open a rule for editing
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Select Admin > Service Health > Assignments > Propagation Rules.
Propagation rules are defined according to CI type (CIT). Select a CIT in the CI Types pane to show its
defined assignments and propagations. Perform one of the following actions in the Assignments for CI
type pane:
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2.
To create a new propagation rule on the CIT, click the Add button.
To clone an existing propagation rule on the CIT, select a propagation rule and click the Duplicate
button. The original propagation rule is still available, and the new propagation rule opens
automatically for editing.
To edit an existing propagation rule on the CIT, select a propagation rule and click the Edit button.
Configure the propagation rule's condition and task
A propagation rule definition includes a condition and a task. The condition describes specific
characteristics of a CI: its CIT, the CIT of its parent CI, and the KPI assigned to the CI. The task
describes the KPIs and business rules that are propagated to the parent CI when the condition occurs.
For user interface details, see "Add/Edit Propagation Rule for CI Type Dialog Box" on page 183.
a. In the Rule Settings area, define general propagation rule information.
b. In the Condition area, specify the CIT of the parent CI, and the KPIs assigned to the child CI.
If you select Any KPI, the condition is filled if the CI has any KPIs assigned. For example, if you do
not want any KPI propagated to the parent CI, select this option, and define the task as Do Not
Propagate the KPI.
c. In the Task area, specify one of the following:
o
Do not propagate the KPI. Select this option if you do not want the KPI propagated from the
child CI to the parent CI.
o
Propagate the KPI using another rule. Select this option if you want the KPI propagated, but
using a business rule that is not the default group rule defined for this KPI. Specify the business
rule that you want used for the KPI on the parent CI.
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Propagate custom KPIs. Select this option if you want different KPIs propagated to the parent
CI, or if you want to propagate the same KPI and rule, but using different rule thresholds. For each
KPI, specify the business rule that you want used on the parent CI, and rule thresholds if relevant.
For user interface details, see "Add/Edit KPI for Propagation Rule Dialog Box" on page 185.
Propagation rules have no retroactive effects; if you make any changes to propagation rules, the changes
only affect from that point on.
If a parent CI is already assigned a specific KPI, and the propagation is defined as propagating the same
KPI from the child CI, the KPI is not propagated from the child CI.
UI Description
This section includes:
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"CI Types Pane (left pane)" on the next page
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"Propagation Rule Pane (right pane)" on the next page
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"Add/Edit Propagation Rule for CI Type Dialog Box" on page 183
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"Add/Edit KPI for Propagation Rule Dialog Box" on page 185
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CI Types Pane (left pane)
This pane displays a hierarchy of CI types; select a CI type to manage its KPI propagation rules.
User interface elements are described below:
UI
Element (A-Z)
Description
<CI
Type>
Each CI type is displayed with its CIT icon.
If a CIT has an assignment or propagation rule defined, the CIT icon has a small overlay icon in
its lower right corner. If there are invalid assignments or propagation rules, the overlay icon
indicates this.
In the following image, the BusinessProcess CIT has one or more assignments or propagation
rules defined, while the Business Transaction CIT has an invalid assignment or propagation
rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation rules for the
CIT. The tooltip also indicates which category contains any invalid definitions.
If you have invalid definitions, you can select the relevant tab (KPI Assignments, HI
Assignments, or Propagation Rules). The user interface will indicate the source of the problem,
and you can fix it if necessary.
Refresh. Click to refresh the CI Types pane and the Assignments pane display.
Filter
This filter enables you to display all assignments and propagation rules (default setting); only
valid assignments; or only invalid assignments.
When you select Invalid Assignments Only, the CIT tree expands all the CIT nodes that have
invalid assignments.
If you want to resolve invalid assignments, open each assignment for editing. The dialog box
that appears contains details on what needs to be fixed in the assignment definitions.
Propagation Rule Pane (right pane)
This pane displays the non-default KPI propagation rules for the CIT selected in the CI Types pane. You can
use this pane to add, edit, or remove propagation rules. Each line represents one propagation rule on the
selected CIT.
A propagation rule defines (based on CITs) that if a specified KPI is assigned on a CI, the CI's parent CIs will
either be assigned this KPI with a different rule, no KPIs, or one or more other KPIs.
User interface elements are described below:
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UI Element (A-Z)
Description
Add. Click to create a new propagation rule.
Duplicate. Click to copy a selected propagation rule, and open the copy for editing.
Edit. Click to edit the details of a selected propagation rule.
Delete. Click to delete one or more selected propagation rules.
Select all. Select all the propagation rules.
Clear Selection. Clear the selection of propagation rules.
Refresh. Click to refresh the Assignments pane display.
Change visible columns. Click to select the columns you want to display in the table.
Assigned
KPI
When this KPI is assigned to the selected CIT, the propagation rule is applied to the parent
CIT.
Description The description of the propagation rule.
Parent CI
Type
The parent CIT on which the propagation rule is applied.
Propagated
KPIs
This indicates one of the following:
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Rule Name
<KPI names>. The listed KPIs are propagated to the parent CIT (and not the KPI which
is assigned to the child CIT).
None. No KPIs are propagated to the parent CIT.
Same KPI with <business rule name>. The KPI that is assigned to the child CIT is
propagated to the parent CIT, but with a different business rule.
The name of the propagation rule.
Add/Edit Propagation Rule for CI Type Dialog Box
This dialog box enables you to add or edit a KPI propagation rule on a CIT.
To
Select Admin > Service Health > Assignments.
access
In the Assignments tab, select a CIT in the CI Type pane. Within the Assignments for CI Type
pane, the Propagation Rules tab displays the KPI propagation rules for the selected CIT.
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To add a propagation rule to the selected CIT, click the Add button.
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To edit a propagation rule, select the propagation rule and click the Edit button.
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Rule Settings Area
User interface elements are described below:
UI Element (A-Z)
Description
Description
(Optional) Enter a description for the propagation rule.
Name
Enter a name for the propagation rule.
Condition Area
The condition defines which characteristics a CI must have so that the KPI propagation rule is relevant for the
CI. The condition includes the CIT of the CI, the CIT of its parent CI, and the KPI assigned to the child CI.
When these conditions are met, the task is then applied.
User interface elements are described below:
UI Element (A-Z)
KPI assigned
to source CI
type
Description
This drop-down list contains the KPIs that can be assigned to the child CI. Select a KPI to
define the condition.
If you select Any KPI, the condition is filled if the CI has any KPIs assigned.
For example, if you do not want any KPI propagated to the parent CI, select this option,
and define the task as Do Not Propagate the KPI.
Parent CI
type
This contains a CIT hierarchy. Type the name of a CIT or select a CIT from the hierarchy,
to define the CIT of the parent CI.
Source CI
type
This is the CI type which you selected in the CI Types pane. When the specified KPI is
assigned to a CI with this CI type, and its parent CI is the specified parent CIT, the
condition is met.
Task Area
This area enables you to define which KPIs and business rules are propagated to the parent CI, when the
condition is met.
User interface elements are described below:
UI Element
Description
Do not
propagate the
KPI
Select this option if you do not want the KPI propagated to the parent CI.
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UI Element
Description
Propagate the
KPI using a
different rule
Select this option if you want the KPI propagated to the parent CI, using a rule that is not
the KPI's default group rule. Select a rule from the drop-down list.
Propagate
custom KPIs
Select this option if you want different KPIs propagated to the parent CI, or if you want to
propagate the same KPI and rule, but using different rule thresholds. After selecting this
option, add one or more KPIs for propagation.
The list contains the rules that are applicable for the KPI and for the parent CIT. If you
selected Any KPI in the condition area, the list contains the rules that are applicable for
the parent CIT.
If you select this option and do not add any KPIs, no KPIs are propagated.
New. Click to add a new KPI for propagation.
Edit. Click to edit the details of a selected KPI.
Delete. Click to delete one or more selected KPIs.
Select all. Select all the KPIs.
Clear Selection. Clear the selection of KPIs.
KPI
The name of the KPI propagated to the parent CIT. For information about each KPI, see
"List of Service Health KPIs" on page 199.
Business Rule
The business rule used to calculate the KPI.
For information about each rule, see "Understanding the Service Health Calculation
Rules" on page 267.
Add/Edit KPI for Propagation Rule Dialog Box
This dialog box enables you to add or edit a KPI within a KPI propagation rule.
To
access
In the Add/Edit KPI Propagation Rule for CI Type dialog box, in the Task area, click New or
select a KPI and click Edit.
KPI Area
User interface elements are described below:
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UI Element (A-Z)
Description
Business
Rule
The business rule used to calculate the KPI.
KPI
The name of the KPI propagated to the parent CIT. For information about each KPI, see "List
of Service Health KPIs" on page 199.
For information about each rule, see "Understanding the Service Health Calculation Rules"
on page 267.
Thresholds Area
This area enables you to modify the default thresholds used for the KPI's business rule; for details, see "KPI
and HI Thresholds" on page 54. This area only appears if you select a rule that requires thresholds, such as
the Percentage Rule.
User interface elements are described below:
UI Element (A-Z)
Description
OK, Warning,
Minor, Major,
Critical
Enter the required threshold value for each status in the appropriate box. Ensure
that the values you enter are logically ordered.
Operator
Select the required operator. This operator is applied for all the thresholds.
Threshold Settings
Select one of the following:
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Default. Use the thresholds that are defined in the business rule repository. If
you select this option, you cannot edit the threshold settings.
Custom. Use non-default thresholds for the business rule. Select this option if
you want to modify the default thresholds.
API Rule Definitions Area
This area is displayed when you select the API Group and Sibling rule in the Business Rule list.
Enter the KPI calculation script for the rule you are creating; for details, see API Group and Sibling Rule in the
APM Extensibility Guide.
Additional Information: KPI Propagation
You can find additional information on KPI Propagation in the following sections:
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"Best Practice: Multiple Propagations" on the next page
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"How Propagation Rules are Implemented" on the next page
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Best Practice: Multiple Propagations
You create a set of propagations for a topology, meaning that for each level of parent CI in the hierarchy, you
must create a set of propagations. A lot of the propagations are repetitive so the correct procedure is to:
1. Create a set of general propagations of Type 1 for a specific parent CI.
2. Create a set of more specific propagations of Type 2 for a specific KPI and a specific parent CI.
3. Create a set of more specific propagations of Type 3 for a specific KPI, a specific child CI, and a specific
parent CI.
4. Create a set of non-propagations of Type 4 for a specific KPI, a specific child CI, and a specific parent
CI.
The propagations are then sorted and applied to each parent CI. For details, see "How Propagation Rules
are Implemented" below.
How Propagation Rules are Implemented
The matcher of the propagation mechanism considers all the propagation definitions and sorts them before
applying them. All the customized propagations that you define are added to a list of existing propagations that
is already sorted.
This section includes the following topics:
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"Propagation Definitions and Sorting" below
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"De-propagation" on page 189
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"Propagation Limitations" on page 190
Propagation Definitions and Sorting
A propagation is defined per triplet (parent CI type, child CI type, and KPI attached to the child CI type). The
matcher sorts the complete list of propagations according to the algorithm described below.
1. Parent sorting:
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A comparison triplet parent CI that is equal to the propagation parent CI (the number of hierarchy
levels is 0 in the model hierarchy) is better than a comparison triplet parent CI that is derived – with a
larger number of hierarchy levels – from the propagation parent CI.
A comparison triplet parent CI that is derived, in the class model, from the propagation parent CI with
a smaller number of hierarchy levels is better than a comparison triplet parent CI that is derived from
the propagation parent CI, with a larger number of hierarchy levels.
2. Child sorting:
The mechanism performs the same type of sorting as the parent CI sorting on the child CI.
3. KPI sorting:
The sorting is performed on the KPI where the KPI corresponding to the triplet KPI is better than Any
KPI.
For each KPI that is propagated from a child CI type to a parent CI type (comparison triplet), the matcher
scans the list of sorted propagations to find the propagation that most closely matches the triplet. A
propagation is considered a match when:
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The parent CI type and the child CI type in the propagation correspond exactly to the comparison triplet
parent CI or child CI, OR the child CI class in the comparison triplet is derived (in the class model
hierarchy) from the child CI type in the propagation and the same for the parent CI type.
AND
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The propagation KPI has the same ID number as the comparison triplet KPI OR the propagation condition
specifies Any KPI.
The first propagation in the sorted list is used.
Example:
The predefined and customized propagations defined are as follows:
Propagation
Condition
Parent Child
No CI
CI
KPI
How does the propagation match the triplet (parent CI=B, child
CI=A, and KPI=K)?
1
Node
Node
All
The propagation includes the triplet.
2
J
Node
All
The propagation does not include the triplet.
3
D
C
All
CI B is derived from CI E, CI D and CI A is derived from CI C in the class
model, and the propagation is for all KPIs, so the propagation includes
the triplet.
4
E
Node
K
CI B is derived from CI E and CI A is included in Node in the class model,
and the propagation is for the K KPI, so the propagation includes the
triplet.
5
E
C
All
CI B is derived from CI E and CI A is derived from CI C in the class
model, and the propagation is for all KPIs, so the propagation includes
the triplet.
6
E
C
K
CI B is derived from CI E and CI A is derived from CI C in the class
model, and the propagation is for the K KPI, so the propagation includes
the triplet.
The class model is provided in the picture below.
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The result of the sorting procedure is as follows:
1. Propagation 6 is at the top of the list as its parent CI type is E (most specific), child CI type C (most
specific) and KPI type is K (explicit type).
2. Propagation 5 comes after propagation 6 as its only difference with 6 is its generic KPI type.
3. Propagation 4 comes after as its child CI type (Node) is more generic than propagation 5's child CI
type (C).
4. Propagations 3, 2, and 1 are listed afterwards (in this order), as their parent type is less specific
(higher in the hierarchy) than type E.
5. Propagation 1 goes to the bottom of the list as it is the most generic propagation.
When the propagation mechanism tries to find the closest matching propagation definition to the
triplet (parent=CI B, child=CI A and KPI=KPI K) propagation 6 is at the top of the list and is therefore
selected.
De-propagation
The de-propagation mechanism is activated:
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When a CI is deleted from the impact model.
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When a link between two CIs is deleted from the impact model.
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When a KPI is deleted from a CI of the impact model.
For details on the impact model, see "Impact Modeling Overview" in the Modeling Guide.
There are two cases of de-propagation:
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Case A: KPI is deleted.
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Case B: CI is deleted OR the link between two CIs is deleted.
In case A, the de-propagation mechanism performs the following steps:
1. Finds the matching propagation for the deleted KPI according to its triplet (child CI, parent CI, and KPI
type). For details, see "How Propagation Rules are Implemented" on page 187.
The selected propagation includes the set of KPIs that might have been previously propagated by the
deleted KPI.
2. Retains from the potential KPIs only the KPIs that are currently attached to the parent CI.
3. Finds the propagations that match the KPIs attached to the child CI and its siblings.
4. Builds a set of the KPIs that might have been previously propagated by the matching propagations from
step 3.
5. Removes the KPIs of step 4 from the set of KPIs of step 2.
6. The remaining KPIs are deleted from the parent CI.
7. The de-propagation mechanism is then applied to the next level of the impact model topology for each
one of the KPIs deleted in step 6.
In case B, the de-propagation mechanism performs the following steps:
1. Finds all the matching propagations for all of the KPIs attached to all of the siblings of the deleted (or
detached) CI.
2. Builds a set of KPIs attached to the parent CI that were not propagated by any of the propagations from
step 1.
3. Deletes from the parent CI all of the KPIs from step 2.
4. Activates the de-propagation mechanism described in case A starting with the parent CI and the set of
KPIs deleted from it in step 3.
Propagation Limitations
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If you propagate the same KPI A from different child CIs (CI1 and CI2) with a different propagation, the
propagation that affects the parent CI (CI4) regarding KPI A can be either one of the propagations (from
CI1 or CI2). Because of this uncertainty, it is recommended to avoid specifying different propagations that
propagate the same KPI but with different rules, thresholds, or both.
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According to the previous limitation, if you propagate the same KPI A from different child CIs (CI1, CI2, or
CI3), the propagation that affects the parent CI (CI4) regarding KPI A can be either one of the
propagations. If you delete one of the CIs (CI2) or one of its KPIs, the configuration of KPI A (rule and
thresholds) is updated and propagated from either CI1 or CI3. The update is not performed if the KPI was
customized by the user.
Note: Propagation rules are not retroactive; if you make any changes to propagation rules, the changes
only take effect from that point on.
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Chapter 12: Repositories Overview
HPE Application Performance Management repositories provide definitions for objects in the HPE Application
Performance Management system. Many of these definitions can be customized as required by your
organization.
The Repository page provides a convenient user interface for viewing and customizing the definitions
contained in the repository XML definition files. These files define the templates that are used throughout HPE
Application Performance Management to determine how source data is imported and handled, and to
determine appearance and functionality for the CIs in the presentation layer.
Repositories
The Repository page enables you to access the following repositories:
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KPIs. Provides template definitions for the key performance indicators (KPIs) used in Service Health. For
details, see "KPI Repository" on page 198.
Indicators. Provides template definitions for the health indicators (HIs) used in Service Health and SLM.
For details, see "Indicator Repository" on page 216.
Business Rules. Provides template definitions for the business rules used with the KPIs in Service
Health, and the tooltips used to display CI information. For details, see "Customizing KPI and HI
Calculation Rules" on page 229.
The Rules API can be used to create new rules; for details see Service Health Rules API - Overview in the
APM Extensibility Guide.
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Context menus. Provides definitions for the context menus used in Service Health. For details, see
"Context Menu Repository" on page 328.
Permissions
To view the repositories you must have the Add permission for Sources permission. To set up the
permissions, select Admin > Platform > Users and Permissions > User Management > Permission.
Advanced Users
Advanced users can modify existing repository objects and create new ones. This may be necessary when
you want to customize the way information is presented in Service Health to fit the needs of your organization;
or when you need to create new objects when integrating data from a new external system into Service
Health.
Repositories in Service Health and SLM
Some of the repositories are application-specific, while others are shared by different applications, as follows:
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Context Menus. The context menu repository in Service Health defines the menu commands which are
used in Service Health only.
KPIs and Rules. Service Health and Service Level Management use different KPIs and rules, and
therefore contain two separate, independent sets of repositories for KPI and rule templates. Changing KPI
or rule templates in Service Health has no effect on Service Level Management (and vice versa). For
details on the Service Level Management repositories, see "KPI Repository" on page 573 and "Business
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Rule Repository" on page 582.
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Health Indicators (HIs). The indicators repository is a shared repository for Service Health and SLM. Any
changes you make to the HI template definition in one of these applications will impact the other
applications as well. For details, see "How the Indicator Repository is Used by APM" on page 217.
Customizing Repository Elements
Tip: HPE Professional Services offers best practice consulting; it is recommended that you use this
service before making any changes to the repositories. For information about how to obtain this service,
contact your HPE Software Support representative.
The following repository elements can be customized:
KPIs, Rules, or Context Menus
Within the KPIs, Rules, or Context Menus repository pages there are three types of repository elements:
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Predefined. Out-of-the-box elements that have not been modified.
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Predefined (Customized). Out-of-the-box elements that have been edited.
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Custom. New or cloned repository elements.
You can customize KPI, Rule, or Context Menu templates in the repository page in the following ways:
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New Item. Creates a new repository element that is not based on an existing element. This element is
labeled Custom in the Repository page.
Clone. Creates a new repository element by cloning an existing element. The original element is still
available, and the new cloned element can be modified.
Edit. Edit an existing element. If you edit a predefined element it is labeled Predefined (Customized) in the
Repository page. If you delete this element, the predefined element is automatically restored.
For details, see "How to Customize a KPI, Rule, or Context Menu Repository Element" below.
Health Indicators
You can create new HI templates, or edit existing templates, using the Indicators repository. For details, see
"How to Create or Edit an HI Template in the Indicator Repository" on page 218.
How to Customize a KPI, Rule, or Context Menu
Repository Element
This task provides general instructions for creating and editing a KPI, Rule, or Context Menu repository
element. For scenarios illustrating how to customize specific types of elements, see:
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KPIs and Business Rules. "How to Create a KPI and Rule – Example" on the next page.
For details on customizing an event type indicator or health indicator, see "How to Create or Edit an HI
Template in the Indicator Repository" on page 218.
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Note: Changes made to the repositories may adversely affect functionality. Only administrators with
advanced knowledge of Service Health should perform changes.
1. Open the Admin > Service Health > Repository page and select the KPIs, Business Rules, or
Context Menus repository.
2. Perform one of the following actions:
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To create a new element, click the New button.
To clone an existing element, select an element and click Clone. A clone of the original element
appears in the repository, labeled Custom. Select the Custom element, and click the Edit button.
To edit an existing element, select the element and click the Edit button.
3. In the dialog box that appears, define the repository element as described in the following sections:
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"New KPI/Edit KPI Dialog Box" on page 208
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"New Rule/Edit Rule Dialog Box" on page 233
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"New Context Menu/Edit Context Menu Dialog Box" on page 353
4. Click OK to save the changes.
How to Create a KPI and Rule – Example
This example illustrates how to create a KPI with corresponding rule.
1.
Create a KPI
Create a clone of the OT Impact KPI.
a. Select Admin > Service Health > Repositories > KPIs to open the KPIs page.
b. Select the OT Impact KPI you want to clone.
c. Click the Clone button. The cloned KPI appears, labeled Custom.
d. Click the Edit button to open the Edit KPI dialog box. For details, see "New KPI/Edit KPI Dialog
Box" on page 208.
e. Change the name of the KPI to RUM OT Impact, andclick Save.
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The result is as follows:
2.
Create a rule
Create a new rule: RUM Impact Over Time. This is a clone of the Impact Over Time rule, and uses
different criteria to calculate the financial loss of downtime.
a. Select Admin > Service Health > Repositories > Business Rules tab menu option to open the
Business Rules page.
b. Select the Impact Over TimeRule that you want to clone.
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c. Click the Clone button. The cloned rule appears in the Custom Business Rules area.
d. Click the Edit button to open the Edit Rule dialog box.
e. Change the name of the rule to RUM Impact Over Time.
f. In the General Rule Settings area, add - for RUM at the end of the description to indicate that the
rule is for Real User Monitor.
g. In the Rule Parameters area, select the DollarImpactFactor parameter and click the Edit button to
open the Edit Rule Parameter dialog box.
h. Change 600 to 1000 in the Default Value field, and save the change.
i. In the Tooltip Settings area, add - for RUM at the end of the tooltip name.
j. Click Save to save the changes to the rule.
The result is as follows:
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Tip: Because the new rule is a clone of a rule that was applicable to the original KPI, the cloned
rule is automatically applicable to the cloned KPI. If you need to make a rule applicable to a KPI,
open the KPI for editing, and add the rule to the Selected Rules list. For details, see "New
KPI/Edit KPI Dialog Box" on page 208.
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KPIs (Key Performance Indicators) provide quantifiable measurements to help you monitor real-time business
performance, and assess the business impact of problems in the system. For more information about KPIs,
see "Setting up KPIs and HIs" on page 50.
The Service Health KPI Repository includes templates of all of the KPIs that can be used within Service
Health. Each KPI template is assigned a default business rule, and is defined by an internal ID number. For a
list of out-of-the-box KPIs, see "List of Service Health KPIs" on the next page.
Advanced users can modify the predefined KPI templates and create new KPI templates to customize how
information is presented. For example, you may want to create new KPI templates when integrating data from
a new external system into Service Health.
Within the KPI Repository, KPIs are categorized as follows:
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Predefined. Out-of-the-box KPIs.
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Predefined (Customized). Out-of-the-box KPIs that have been edited.
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Custom. New or cloned KPIs.
For instructions on how to edit KPI templates in the repository, see "How to Customize a KPI Template in the
Repository" below. For details on the user interface, see "KPIs Repository page" on page 206.
How to Customize a KPI Template in the Repository
The following section describes how to customize a KPI template in the KPI Repository.
For an example illustrating how to customize a KPI template, see "How to Create a KPI and Rule – Example"
on page 194.
Tip: HPE Professional Services offers best practice consulting; it is recommended that you use this
service before making any changes to the repositories. For information about how to obtain this service,
contact your HPE Software Support representative.
1.
Create a customized KPI
To customize a KPI in the KPI Repository, select Admin > Service Health > Repositories > KPIs.
Open a KPI template for editing using one of the following methods:
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New KPI. Creates a KPI that is not based on an existing KPI. To create a new KPI, click the New
KPI button in the KPI Repository page.
Clone KPI. Creates a KPI by cloning an existing KPI. The original KPI is still available, and the new
cloned KPI can be modified. To clone a KPI, select a KPI in the KPI Repository page and click the
Clone KPI button. The new KPI will be labeled Custom. Select the new KPI and click the Edit KPI
button to open it for editing.
Edit KPI. Modifies an existing KPI. To edit a KPI, select a KPI in the KPI Repository page and click
the Edit KPI button. If you edit a predefined KPI, it will be labeled Predefined (Customized).
For user interface details, see "KPIs Repository page" on page 206.
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2.
Edit KPI details
After you open a KPI template for editing, define the KPI's settings as required. For user interface details,
see "New KPI/Edit KPI Dialog Box" on page 208.
3.
Specify KPI parameter details
In the Parameter Details dialog box, modify existing information or enter new information about the
predefined KPI parameters. For user interface details, see "New/Edit KPI Parameter Dialog Box" on
page 214.
4.
Set a KPI and its parameters back to default
If you have edited a KPI, you might want to return it to its default settings. Note that this is only
applicable for KPIs whose type is Predefined (Customized). There are two ways to restore KPI
elements to default:
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Restore all default settings of a KPI. Within the KPI Repository page, select a KPI whose type is
Predefined (Customized), and click the Restore to Default button. The KPI is returned to its default
settings, and its type reverts to Predefined.
Restore specific settings of a KPI. Within the KPI Repository page, open a predefined
(customized) KPI for editing, and click the Restore Defaults button. The elements that have been
modified are automatically selected. Select the elements which you want to restore to default, and
click Save.
For details on the user interface, see "Restore Defaults Dialog Box" on page 215.
List of Service Health KPIs
This section provides information about the KPI templates available in the KPI repository.
KPI (KPI #)
Description
Application
Availability
(7)
Measures availability of End User CIs (for example: Applications, BTFs, and Business
Transactions).
Application
Performance
(6)
Measures performance on End User CIs (for example: Applications, BTFs, and Business
Transactions).
Business
Performance
(631)
Displays information on the amount of time taken to complete the business process,
business activity or business process duration monitor.
Duration
(601)
Displays different information depending on the rule associated with the Duration KPI. A
tooltip indicates which metric is involved.
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KPI (KPI #)
Description
Efficacy
(630)
The Efficacy KPI is a custom KPI for measuring the efficiency and capacity of a business
process. You can create a custom API rule for the Process Efficacy health indicator, and
assign this health indicator to this KPI. For more details, see Service Health Rules API Overview in the APM Extensibility Guide.
Generic
(1500)
Displays information calculated by the Generic Formula rule or by the Summary of Values
rule.
Legacy
System
(1)
Displays information relating to SiteScope metrics which are not aligned with existing
health indicators, as well as data for SiteScope monitors, measurements, and groups in the
System Monitor view.
For Siebel CIs, this KPI indicates physical problems with this CI or underlying CIs,
provided by SiteScope physical monitors (for example: CPU monitor, disk space monitor,
and so forth). SiteScope is the source of the data.
For SAP CIs, this KPI indicates physical problems with underlying hosts, provided by
SiteScope physical monitors (for example: CPU monitor, disk space monitor, and so on).
By default, the System KPI does not appear in the view. If you are using a regular
SiteScope monitor (which creates the System KPI) and you want to display the System
KPI in the view, you have to add the System KPI manually to the CI.
Locations
(303)
Deprecated.
The Locations KPI is a bar that includes up to six colored sections. Each colored section
represents the relative amount of Business Process Steps with the end-user experience
status (the worst status between Application Performance and Application
Availability) that corresponds to the color, at that location. The colors correspond to the
Business Process Monitor Application Performance/Application Availability colors.
For example, if there are ten SAP Business Process Steps under the Locations container,
five with OK end-user experience, two with Minor status, two with Critical status, and one
with No Data status, the bar displays: 50% green, 20% yellow, 20% red, and 10% light
blue.
Tooltip: The KPI's tooltip displays how many locations have each status, and the total
number of locations. The tooltip's color represents the worst location status.
Network
Availability
(308)
Displays information relating to availability of network devices.
Network
Performance
(1077)
Displays information relating to performance measurements of network devices.
Number of
Open
Incidents
(2600)
Displays the number of incidents that exist in Service Manager, and that currently have the
initial status and final status defined in the rule parameter and are associated with the
business service. Tickets can have any status between Initial Status and Final Status as
long as they had the initial status after the integration and that they are not currently closed.
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KPI (KPI #)
Description
OT Impact
(13)
Displays information relating to the financial loss caused to the organization when an item
is unavailable over time. By default, the calculation is based on the Availability KPI.
At the leaf CI level, you should attach the Impact Over Time rule to the OT Impact KPI and
the Availability KPI to the same CI. The Impact Over Time rule measures the total time the
Availability KPI attached to the same CI has the red status, and then calculates the
financial loss using the rule parameter: DollarImpactFactor. This parameter represents
the amount of dollars lost in an hour if the system is unavailable.
At the group level, you should attach the Sum of Values rule to the OT impact KPI. The
Sum of Values rule calculates the sum of all of the values of the OverTime Impact KPI of
its children.
The OT Impact rule calculates financial loss as you add the OT Impact KPI. The
calculation has no time limitation.
To restart the calculation you can:
l
change the rule's objectives
l
delete the OT Impact KPI and add it again
Restarting HPE Application Performance Management might restart the financial loss
calculation, but because of Service Health calculation persistency, the last known financial
value might be recovered instead.
Performance
Analytics
(635)
Displays information collected from Service Health Analyzer (SHA), indicating the severity
of an anomaly on the selected CI (and its child CIs), as follows:
l
l
l
Critical. The CI has an anomaly with BPM or RUM metrics, meaning the anomaly has
a business impact.
Major. The CI has an anomaly without BPM or RUM metrics, meaning the anomaly
does not have a business impact.
Normal. There are no open anomalies on the CI.
Other severities are defined by patterns that SHA has identified as an anomaly type.
Note: If you encounter a situation where the Performance Analytics KPI is permanently in
Critical (red) status in Service Health application components, this may be caused by an
unexpected shutdown of the SHA engine. To resolve this, access the menu commands for
the corresponding CI and select Show > HIs. From the HI's menu commands, select
Operations > Reset Health Indicator.
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KPI (KPI #)
Description
PNR
(215)
Displays information collected from Service Level Management, regarding how much more
time a CI can be unavailable before the SLA is in breach of contract, based on any SLM
KPI.
When configuring a Service Health PNR KPI, you define the SLA, tracking period,
calendar, and SLM KPI which are used to calculate the Service Health PNR value.
For example, if the SLA defines that availability must be 98.5%, the system may be
unavailable 1.5% of the time. If the total time monitored is 100 hours, the PNR KPI can be
set to enter Warning state when the system has been unavailable for one hour (or 1% of the
total time), and to enter Critical state when the system has been unavailable for 1 1/2
hours. At this point the SLA is in breach, and the agreement can no longer be met.
For details on how the PNR KPI is calculated, see "PNR (Point of No Return) KPI
Calculation" on page 63.
RT Impact
(11)
Displays information relating to the financial loss caused to the organization in real time;
the calculation is based on the Availability KPI.
At the leaf CI level, you should attach the Real Time Impact rule to the RT impact KPI and
the Availability KPI to the same CI. The Real Time Impact rule measures the time the
Availability KPI attached to the same CI has the red status, and then calculates the
financial loss using the rule parameter: DollarImpactFactor. This parameter represents
the amount of dollars lost in an hour if the system is unavailable. If the Availability KPI
status is not red, then the Real Time Impact value is 0.0$.
At the group level, you should attach the Sum of Values rule to the RT Impact KPI. The
Sum of Values rule calculates the sum of all of the values of the Real Time Impact KPI of
its children.
When availability status returns to green, the value for this KPI reverts to 0.
SAP
(305)
Indicates problems related to the SAP infrastructure. The data that is reported by this KPI
comes from CCMS measurements from SiteScope.
SAP Alert
(306)
SAP Alerts are created by the SAP system for various reasons; for example, an incorrect
user login, exceeded CCMS thresholds, and so on.
SAP alerts are retrieved from the SAP system by the SiteScope CCMS Alerts monitor.
They can be displayed in the Service Health using a SAP Alert KPI whose color is
determined by the SAP system.
After you have handled the problem that triggered the alert, perform an alert completion
procedure. This causes the alert to be acknowledged.
Siebel
(300)
This KPI's color is provided by Siebel-specific monitoring information. It separates Siebel
problems from more general, infrastructure-related problems. It provides Siebel-specific
data, such as number of tasks, processes, and so. The SiteScope Siebel monitor is the
source of the data.
Siebel
Errors
(301)
Displays the number of tasks that are in error, provided by the SiteScopeNumber of
Tasks in Error measurement. The source of the data is the Siebel monitor. This is a
Siebel-specific KPI.
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KPI (KPI #)
Description
Siebel
Sessions
(304)
Displays the number of sessions that are running in a Siebel application server. A session
is a task that is in running mode and interactive. The value of the number of sessions come
from a measurement that is provided by the SiteScope Siebel monitor.
This KPI does not propagate up in the hierarchy.
SiteScope
Health
(1003)
A SiteScope Health KPI is attached to each SiteScope Profile CI. It displays the
availability of the SiteScope. SiteScope periodically (every minute) sends a heartbeat to
APM. If the heartbeat is received by APM, the status of the SiteScope Health KPI is green.
If the heartbeat is not received, the status of the KPI is blue (No data). This indicates that
there is no communication between SiteScope and APM. In this case, the status of all the
SiteScope monitor and group CIs is also blue.
Software
Availability
(15)
Displays information relating to availability of software element CIs (for example,
databases, J2EE servers, and web servers).
Software
Performance
(1075)
Displays information relating to performance on software element CIs (for example,
databases, J2EE servers, and web servers).
System
Availability
(1001)
Displays information relating to availability of system element CIs, such as servers and
disks.
System
Performance
(1002)
Displays information relating to performance measurements of monitored system element
CIs, such as servers and disks.
Throughput
(400)
For SOA. Displays the number of calls to the item per minute.
Transactions The Transactions KPI is a bar that includes up to six colored sections. Each colored
(302)
section represents the relative amount of Business Process Steps with the end-user
experience status (the worst status between Application Performance and Application
Availability) that corresponds to the color. The colors correspond to the Business Process
Monitor Application Performance/Application Availability colors.
For example, if there are ten SAP Business Process Steps under the Transactions
container, five with OK end-user experience, two with Minor status, two with Critical
status, and one with No Data status, the bar displays: 50% green, 20% yellow, 20% red,
and 10% light blue.
The KPI's tooltip displays a list of how many transactions have each status, and the total
number of transactions. The tooltip's color is set according to the worst transaction status.
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KPI (KPI #)
Description
Volume
(1050)
Volume KPI for Real User Monitor Data
Displays information on traffic volume, such as transaction runs, amount of sessions,
errors, and events.
Note: This KPI does not include predefined objectives, and so displays Informational
(blue) status in Service Health.
To calculate KPI status, define meaningful objectives for the KPI using the Admin >
Service Health > CI Indicators tab.
How to Attach a PNR KPI to a CI
The PNR (Point of No Return) KPI enables you to view how well Service Level Management agreement
objectives are being met. When the PNR KPI is defined for a CI, a bar is displayed in Service Health
indicating how much longer the CI can be unavailable before the agreement is in breach of contract. For
details, see "PNR (Point of No Return) KPI Calculation" on page 63.
Perform the following procedure to view Service Level Management data in an information bar in Service
Health.
1.
Prerequisites in Service Level Management
Create an agreement within Service Level Management. The SLA must include a CI with an attached
KPI that can be used to calculate the PNR KPI. The rule assigned to the KPI in Service Level
Management must be enabled to send PNR data to Service Health; the rule must be time-based, and it
must calculate values using a range of 0-100.
For details on these prerequisites, see "Enabling PNR (Point of No Return) Display within Service
Health" on page 627.
2.
Define a PNR KPI in Service Health
In Service Health Administration, attach a PNR KPI to the same CI. During KPI creation, select the PNR
KPI and the Service Health PNR rule.
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a. In the PNR Parameters area:
o
Select the agreement whose data is to be used for the Service Health PNR KPI.
o
Select the calendar and tracking period as defined when creating the agreement. For details, see
"Define SLA Properties Page" on page 433.
o
Select the Service Level Management KPI whose data is used to calculate the PNR KPI.
b. Add the objectives that Service Health uses to calculate when unavailability time approaches breach
of contract levels.
3.
Results in Service Health
View the results in the Service Health application components such as 360 View. Choose the view and
select the CI. The tooltip shows the following PNR-related information:
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l
Status. The status of the PNR KPI.
l
Business Rule. The Service Health business rule used for PNR KPI calculation.
l
SLA. The SLA which includes this CI.
l
Tracking Period. The SLA tracking period defined during PNR KPI configuration.
l
Calendars. The SLA calendar defined during PNR KPI configuration.
l
Calculation Time. The time of the last SLA calculation.
l
l
PNR Time Left. The amount of time the CI can still be unavailable in the calculation period before the
agreement is breached. This is a result of the following calculation: Maximum unavailability Unavailability to current time = PNR Time left.
Max Unavailability. The total time the CI can be unavailable during the calculation period before the
agreement is breached, based on the specified SLM KPI.
l
PNR Availability. The current percentage of availability in Service Level Management.
l
Target Availability. The availability breach threshold as defined in the SLA.
KPIs Repository User Interface
This section includes:
l
"KPIs Repository page" below
l
"New KPI/Edit KPI Dialog Box" on page 208
l
"List of Formatting Methods" on page 212
l
"New/Edit KPI Parameter Dialog Box" on page 214
l
"Restore Defaults Dialog Box" on page 215
KPIs Repository page
This page displays the list of KPI templates available in Service Health. The KPI repository enables an
advanced user to modify existing KPIs and create new ones.
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To access
Select Admin > Service Health > Repositories > KPIs
Important
To modify a KPI, select the KPI and click the Edit button, or right-click the KPI and access
information the Edit menu command. For details, see "New KPI/Edit KPI Dialog Box" on the next page.
For a list of predefined KPIs, their descriptions, and the rules attached to the KPIs, see "List
of Service Health KPIs" on page 199.
Relevant
tasks
"How to Customize a KPI Template in the Repository" on page 198
User interface elements are described below:
UI
Element (A-Z)
Description
New KPI. Click to create a new KPI.
Clone KPI. Select a KPI and click the Clone KPI button to create a new KPI using the
selected KPI as a template.
The original KPI does not change. The new KPI's type is Custom.
Edit KPI. Click to edit the details of a selected KPI.
Delete KPI. Click to delete one or more selected Custom KPI.
If you delete a Predefined (Customized) KPI, it is restored to default.
Predefined KPIs cannot be deleted.
Restore to Default. Select an edited KPI whose Type is Predefined (Customized), and click to
restore it to its original settings.
Click to refresh the page.
Click to display help on predefined KPIs.
Export to Excel. Click to export the table to an Excel file.
Export to PDF. Click to export the table to a PDF file.
Change visible columns. Opens the Choose Columns to Display dialog box, where you select
the columns you want to display in the table.
By default, the ID column which contains internal KPI ID numbers is not displayed.
Default
Group
Rule
This specifies the group rule that is defined by default for this KPI.
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UI
Element (A-Z)
Description
Domain
The domain which contains this KPI. Domains are groups of KPIs which monitor similar
functions (for example Application or Network); this enables you to filter KPIs according to these
groupings. For details see KPI Domains in the APM User Guide.
ID
The ID number used to identify the KPI in the source adapter templates.
Name
The name of the KPI.
Type
Indicates one of the following KPI types:
l
Custom. New or cloned KPIs.
l
Predefined. Out-of-the-box KPIs that have not been modified.
l
Predefined (Customized). Out-of-the-box KPIs that have been edited. You can restore
such a KPI to its original settings using the Restore to Default button.
New KPI/Edit KPI Dialog Box
This dialog box enables you to define KPI details.
To access
In the KPI Repository page, click the New KPI button, or select a KPI and click the Edit
KPI button.
Important
information
A list of the KPIs, their descriptions, and the rules attached to the KPIs is available in
"List of Service Health KPIs" on page 199.
Relevant tasks
"How to Customize a KPI Template in the Repository" on page 198
Main Settings Area
This area enables you to define the KPI name, default group rule, and which rules can be applied to the KPI.
User interface elements are described below:
UI
Element (A-Z)
Description
Click this button to move all rules to the Selected Rules list.
Select a rule and click to add it to the Selected Rules list. Select multiple rules by holding
down the CTRL key.
Select a rule and click to remove it from the Selected Rules list.
Click this button to remove all rules from the Selected Rules list.
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UI
Element (A-Z)
Description
Applicable Define which rules can be applied for this KPI, using the two lists:
Rules
l
Unselected Rules. The list of rules which are not applicable to the KPI.
l
Selected Rules. The list of rule which can be applied to the KPI.
Use the arrow buttons to move rules from one list to the other.
For details on the rule applicable for each KPI by default, see "List of Service Health KPIs" on
page 199.
Default
Group
Rule
Select the group rule to be used for the next level up in the hierarchy. This list displays all of
the available group rules for the applicable rule you selected in the Applicable Rules list.
When a KPI is defined for a CI, it is usually added to a parent CI. The parent item uses the
group rule to calculate the KPI status. For the list of rules, see "Understanding the Service
Health Calculation Rules" on page 267.
Domain
Define the domain to which this KPI is assigned; for details see KPI Domains in the APM
User Guide.
Either select an existing domain, or enter a new domain name for this KPI.
Name
The name of the KPI as it is displayed in the UI.
Advanced Settings Area
This area enables you to define KPI calculation and display order, trend, and user mode.
User interface elements are described below:
UI Element (A-Z)
Description
Applicable
for User
Mode
Select the type of user. You can define two versions of a single Service Health KPIs for two
different user types (modes): Operations and Business, where each KPI version is geared
towards the particular viewing requirements of one of the user types. For details, see "Create
KPIs for Operations and Business User Modes" on page 62. Select Both if you want to have
one version of the KPI. If you select Operations and Business, it is recommended to
modify the KPI's name to reflect the type of user role. For example, rename OT Impact: OT
Impact - Operations.
Calculation Select the KPI position. That number represents the position of the KPI in the ordered list
Order
used by Service Health when it calculates the topology. Service Health calculates the higher
priority KPIs first, and then the lower priority KPIs.
A KPI is dependent on another KPI when the rule that calculates the value of the first KPI
uses the results of the second KPI's rule. For example, if the RT Impact KPI and the
Availability KPI are attached to a CI, the value of the RT Impact KPI depends on the values
of the Availability KPI. These KPIs must therefore be calculated in a specific order.
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UI Element (A-Z)
Description
Display
Order
Select the order in which the KPIs are displayed in Service Health.
The KPI is
Critical if...
Define the trend for the KPI, as described in "KPI Trend and History Calculation" on page 59.
Select:
l
values are smaller. When the values are small, the KPI is critical.
l
no different. When the values are not different, the KPI is critical.
l
values are bigger. When the values are large, the KPI is critical.
Presentation Settings Area
This area enables you to define various aspects of how the KPI result is displayed, including formatting
method, unit, value prefix and postfix.
The Status and Value fields should be changed following instructions from HPE Software Support.
User interface elements are described below:
UI
Element (A-Z)
Description
Formatting Define the method for formatting the value of the KPI (for example: toLowerCase), using the
Method
following options:
l
l
Status
Selection. Select a formatting method from the list of available methods (leave blank if
not required). For details, see "List of Formatting Methods" on page 212.
Other. Specify a method that you have defined, which is not on the list of available
methods. If you need to create a new method, contact HPE Software Support.
For internal use; represents the key used to access the KPI status displayed in the
application. If you create a new rule whose key is not Status, you must enter the new key in
the Status box. To create a new rule with a different key, contact HPE Software Support.
Default Value:Status
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UI
Element (A-Z)
Units
Description
Enter the type of unit applicable to the rule results displayed in the KPI. The default units of
measurement for objectives are:
l
l
l
l
Value
<No unit>. For rules that handle volume, where KPI measurements represent a simple
numerical count; for example, the RUM Transaction Monitor Volume Rule.
Financial ($). For rules that determine financial loss for a CI; for example, the Impact
Over Time Rule.
Milliseconds or Seconds. For rules that handle performance time data for a transaction
or monitor; for example, the Transaction Performance Rule.
Percentage (%). For rules that handle availability over time data for a transaction like the
Transaction Availability Rule, and the PNR Rule where the KPI measurement represents
percentage of time remaining for CI unavailability before the SLA is in breach of contract.
For internal use; represents the key used to access KPI results. When this field is blank,
KPI results are taken from the Value field in the calculation rule.
To create a new rule with a different key, contact HPE Software Support.
Value
Postfix
Enter the row value postfix. This can remain blank if it is not required. For example, to
indicate that the value of the KPI is in Euros, enter EUR.
Value
Prefix
Enter the row value prefix. This can remain blank if it is not required. For example, to indicate
that the value of the KPI is negative, enter a minus sign (-).
KPI Parameters Area
This area enables you to customize tooltip colors, text colors, and status icons for KPIs.
To modify a parameter, select the parameter and click the Edit button. For details, see "New/Edit KPI
Parameter Dialog Box" on page 214.
Note: Fields regarding internal KPI parameters should only be changed following instructions from HPE
Software Support.
User interface elements are described below:
UI Element (A-Z)
Description
New KPI Parameter. Click to create a new KPI parameter.
Edit KPI Parameter. Click to edit the details of a selected KPI parameter.
Delete KPI Parameter. Deletes one or more selected KPI parameters.
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UI Element (A-Z)
Description
Select all. Select all the KPI parameters.
Clear Selection. Clear the selection of KPI parameters.
Bar Icon
The bar icon that is assigned to the KPI.
Key
The internal name of the parameter.
For details on the default parameters, see "KPI and HI Thresholds" on page 54.
Presentation Select how you want the KPI to be presented in Service Health.
Type
icon, Text, and Resource text formats display data using icons or text colored by status.
PNR bar format is used for the PNR KPI; for details see "How to Attach a PNR KPI to a
CI" on page 204.
Group bar displays:
Transactions KPIs. When one or more of the CI's children have the Business
Transaction type, then the Transactions KPI is displayed as a GROUPBAR.
l
Locations KPIs. When one or more of the CI's children has the Locations type, then
the Locations KPI is displayed as a GROUPBAR. For example:
l
Business Health KPIs.
l
l
Above the business process CI level, the KPI displays an icon that shows the worst
child status of the child CIs level.
Note: The default type for the Business Health KPI is GROUPBAR.
Status Icon
The icon assigned to the KPI parameter.
Text Color
The color of the text in the tooltip.
Tooltip
Color
The color of the tooltip's header and border.
List of Formatting Methods
The formatting methods that are available are used to format the result that is displayed in Service Health:
Formatting Methods
Description
analyzeSiteScopeMessage If, in a message, a long word overlaps the end of the line, the word is
truncated. The rest of the word and the rest of the message are wrapped.
encode
Inserts a back slash (\) before special characters.
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Formatting Methods
Description
formatDecimalNumber
Returns as a formatted decimal number. The number of digits after the
decimal point is indicated by numAfterDot.
formatDateTime
Returns formatted as date and time: DDMMMYYYY hh:mm:ss
formatPnrValue
Formats the pnr time left in the PNR format.
getHHMMSS
Convert a string representing number of seconds to the format HH:MM:SS.
getIntValue
Returns an int number as string.
getMilliAsSec
Returns a millisecond value as seconds by dividing the value by 1000.
getMustValue
Returns ! if there is a value, otherwise returns nothing.
getRemedyETTR
Deprecated.
getRemedyResource
Deprecated.
getResourceString
Returns the corresponding resource string to the given string.
getStatusString
Returns the corresponding resource string to the given status string.
getWeightValue
Returns the value if there is a value, otherwise returns 1.
ifEndCheck
Changes an empty string into a comment line. Inserts "--->" at the end of the
string.
ifStartCheck
Changes an empty string into a comment line. Inserts "<!--" at the end of the
string.
numberToTime
Converts a string that can represent a period of time in seconds into a more
readable format.
resourceFromKey
Used to get the resource of the ticketing sample field.
returnDateAsString
Returns the given date in milliseconds in the date format as it appears in the
.resources file.
returnDateAsStringInSec
Returns the given date in seconds in to the date format as it appears in the
.resources file.
returnNumOfDigitAfter
Point
Formats the given string and returns a string that shows only 3 digit after the
point.
returnNumOfDigitAfter
Point(digits)
Formats the given string and returns a decimal number. The number of digits
after the decimal point is specified in (digits).
returnNumOfDigitAfter
PointWithDollar
Converts the given string into a decimal number with 3 digits after the
decimal point preceded by a dollar sign.
returnNumOfDigitAfter
PointWithEuro
Converts the given string into a decimal number with 3 digits after the
decimal point followed by a Euro sign.
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Formatting Methods
Description
returnWithPercentSign
Converts the given string into a decimal number with 3 digits after the
decimal point followed by a percentage sign.
toLowerCase
Returns the lowercase of the given string.
toLowerCase_encode
Works in the same way as toLowerCase but adds escaping on the return
value.
New/Edit KPI Parameter Dialog Box
This dialog box enables you to customize tooltip colors, text colors, and status icons for KPIs.
To access
In the Edit KPI dialog box > KPI Parameters area, click the New button to enter new
parameters or click the relevant Edit button to modify an existing parameter.
Important
information
The KPI parameter details vary depending on the presentation type (bar, text, or icon), as
described in the following section.
The Key, From, and To fields should be changed following instructions from HPE Software
Support.
Relevant
tasks
"How to Customize a KPI Template in the Repository" on page 198
User interface elements are described below:
UI
Element (A-Z)
Description
Bar Icon If presentation type is a bar: Select the bar icon that is assigned to the KPI when the KPI
value is within the range specified in the From/To fields, using the following options:
l
l
Selection. Select a bar from the list of predefined bar icons.
Other. Enter the path to a custom bar icon. For details, see "How to Change the KPI Status
Icons" on page 33.
From/To Internal calculation values for the KPI. When the calculated value of a KPI is in the range
indicated by the From and To fields, the tooltip for the KPI is assigned the color specified in the
Color field, and the KPI is assigned the status icon specified in the Icon field.
Key
Internal name of the KPI parameter.
Status
Icon
If presentation type is an icon: Select the icon that is assigned to the KPI when the KPI value
is within the range specified in the From/To fields, using the following options:
l
l
Selection. Select an icon from the list of predefined icons.
Other. Enter the path to a custom status icon. For details, see "How to Change the KPI
Status Icons" on page 33.
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UI
Element (A-Z)
Description
Text
Color
If presentation type is text: Select a color for the text in the tooltip using the drop-down color
palette.
Tooltip
Color
Select a color for the tooltip's header and border using the drop-down color palette.
Restore Defaults Dialog Box
This dialog box enables you to restore predefined KPI settings, for KPIs whose type is Predefined
(Customized).
To access
In the Edit KPI dialog box, click the Restore Defaults button.
Relevant tasks
"How to Customize a KPI Template in the Repository" on page 198
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element (A-Z)
Description
<Modified fields>
The KPI definition fields that have been modified are automatically selected.
Select the fields which you want restored to default, and click Save.
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The indicator repository contains templates for the health indicators (HIs) associated with each of the CI
types (CITs) in your system. These templates include the names of the indicators that can be assigned to a
CI based on its CIT, possible states and statuses for each indicator, as well as other details. HI definitions in
the repository also determine whether an event is displayed in the Event Browser when an HI is assigned to a
CI, or when its status is updated.
For an introduction to health indicators, see Health Indicators in the APM User Guide.
APM uses HI status and value to set KPI status and value for your monitored CIs. For details, see "Setting up
KPIs and HIs" on page 50.
When an HI is created via the Assignment mechanism, or when it is manually assigned to a CI, its definitions
are taken from the HI templates in the indicator repository.
Advanced users can modify these HI templates, and add new indicator templates to CITs, to customize how
this information is calculated and presented in APM.
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For an introduction to these indicator types see "Events and HIs - Overview" below.
For an overview of how the indicator repository is used to assign HIs to CIs, and to set an indicator's
status, see "How the Indicator Repository is Used by APM" on the next page.
Note: The indicator repository contains templates for HIs in Service Health and Service Level
Management. You can therefore access the indicator repository from within Service Health and Service
Level Management administration. The repository is identical in each of these applications.
Because HIs can be added to your APM environment at any time using content packs, a complete list
of HIs is beyond the scope of this documentation. To see which HIs are defined in your system, open
the indicator repository as described in the following chapter. This chapter presents an overview of
these indicators, and describes how to work with the indicator repository.
Events and HIs - Overview
The following section provides an overview of events and health indicators (HIs).
For details on how the indicator repository is used to set HI status, see "How the Indicator Repository is Used
by APM" on the next page.
Events
When a significant event occurs in your environment, monitoring tools may send an event sample containing
details about the event to the APM event subsystem. The event subsystem is the part of APM that handles
events, assigns status to events, and displays events in the Event Browser.
For example, suppose the CPU load on a server in your environment exceeds a predefined threshold of 80%.
If this machine is monitored by monitoring tools (such as SiteScope), one or more of these tools may send an
event sample to APM containing details on the event.
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HIs
HIs provide fine-grained measurements for the CIs that represent your monitored business elements and
processes. Some HIs display business metrics such as backlog and volume, while others display various
measurements of performance and availability.
HI status is set by two types of data: event samples (for example, CPU load exceeded threshold), and metric
samples (for example, response time = 6 milliseconds). Some data collectors such as SiteScope send event
samples to APM, while other such as Real User Monitor send samples containing metrics. Status for HIs is
set as follows:
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Event-based HIs use event data to generate HI status; for example, using the indicator repository you can
define that if the state of a particular event is Major, the corresponding HI status is Warning.
Metric-based HIs apply calculation rules to the metrics sent by the data collectors, to create an aggregated
HI value. For example, an HI can collect response times for a CI over a collection cycle, and calculate
average response time for the cycle.
Within the indicator repository, you can configure an HI to send an event to the Event Browser when its status
changes, showing that the HI's status has changed on a CI.
How the Indicator Repository is Used by APM
When an event occurs in your monitored environment, a monitoring tool sends an event sample to the APM
event subsystem. Each event sample identifies the CI where the event occurred, and has a name and a state;
for example, Event name = CPULoad; State = High.
When an event comes to APM it is associated with a CI. Within the indicator repository, if the CIT of this CI
does not have a corresponding HI template, the event is considered informational, and no indicator is
assigned.
If the CIT has a corresponding HI template defined in the indicator repository, and the event's state is one of
the states defined in the repository, the event is assigned an HI with a corresponding status.
Mapping Events to Metric-Based HIs
When an HI is based on a metric sample, the state and status of the HI are based on business rule
calculations performed on the sample data.
When working with Service Health or Service Level Management, the indicator repository enables you to
modify an HI's default business rule, as well as state and status mappings, as follows:
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Each HI template in the indicator repository is defined as applicable for Service Health, for Service Level
Management, or for both applications.
The indicator repository also specifies the default business rule of the HI, for the application where the HI
is applicable. The rule's thresholds are defined in the business rule repository.
For details on the Service Health rules, see "Understanding the Service Health Calculation Rules" on page
267. For details on the Service Level Management rules, see "List of SLM Business Rules" on page 583.
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The indicator repository provides mapping between the status generated by the rule, and the HI's state.
You can assign any text to these states; for example you might assign the HI state of Very Low
Availability with the status level of Warning.
HI definitions in the indicator repository also determine whether an event is created within APM when a
metric-based HI is assigned to a CI within Service Health, or when the status of an HI changes on a CI.
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Mapping SiteScope Severities to HI States
Metrics in SiteScope can have three possible severities: Error, Warning, and Good.
HIs in Service Health can have many states; for example, when measuring CPU Load an HI's state might be
Bottlenecked or Busy, whereas when measuring Memory Load an HI's state might be Paging or Starving
for Memory.
In addition, each HI can have one of the following status levels: Critical, Major, Minor, Warning, Normal,
and Unknown.
It is therefore necessary to map the severity of each SiteScope metric to its corresponding HI's state and
status, as follows:
SiteScope monitors that have a defined topology and default mapping, also have an HI state and status that is
assigned to the metric status by default. Indicator states are assigned to the metric status according to the
closest available status that exists in the states, for the indicator associated with the metric.
For example, when measuring percent used on a Memory monitor, the metric is mapped to Major status in the
Error threshold, since Critical status is not available for the Memory Load indicator. When measuring round
trip time on a Ping monitor, the closest status level in the Warning threshold is Major, since the Minor status
level does not exist for this indicator state. The Good threshold is always mapped to the Normal status level.
Indicator mapping for each monitor is defined within SiteScope in the HPE Integration Settings pane. For
details, refer to the SiteScope Help. For general information about metric to HI mapping in APM, see
"Indicator Assignments" on page 1144.
How to Create or Edit an HI Template in the Indicator
Repository
The following section describes how to customize an HI template in the indicator repository.
Note: The indicator repository contains templates for creating HIs in Service Health and Service Level
Management. You can therefore access the indicator repository from within Service Health and Service
Level Management administration. The repository is identical in each of these applications.
1.
Open an HI template for editing
a. Select Admin> Service Health / Service Level Management > Repositories > Indicators. The
left side of the page contains a CIT hierarchy.
b. Select a CIT from the left pane to display its assigned indicators in the Indicators pane. When you
select an indicator, its details are displayed in the right pane.
c. Add a new HI template to the selected CIT, or edit an assigned indicator template, as follows:
o
To add a new indicator template, click the New Indicator button, and select one of the dropdown
options: Health Indicator or Event Type Indicator.
o
To edit an indicator template, select an HI from the Indicators pane and click the Edit Indicator
button.
o
Note: Each indicator in a subtree must have a unique name. For example, if you create an
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indicator on the Node CIT, you cannot use the same name for another indicator on the
Computer CIT.
2.
Define HI details
Within the dialog box labeled New/Edit Event Type Indicator/Health Indicator, define possible states
for the indicator, as well as other indicator details, as follows:
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HIs. Each HI must have at least two states defined; a state with Normal status must be defined as
the default state. When creating a new HI, two states are automatically created: Normal, and Critical.
You can modify this as needed.
When defining an HI, specify which application will consume the HI: Service Health, Service Level
Management, or both. For each application consuming the HI, define the default HI calculation rule. For
HI user interface details, see "New Health Indicator/Edit Health Indicator Dialog Box" on page 221.
If you are defining an HI in Service Health, and you want to send an event to the Event Browser when
the HI's status changes, select the Generate Events check box. The event parameters are defined by
default; to view or modify the event parameters click Configure Events. For user interface details, see
"Event Configuration Dialog Box" on page 225.
3.
Results
After you save the indicator, it is assigned to the selected CIT (and to its child CITs). The indicator
details appear in the Details pane.
Indicator Repository User Interface
This section includes:
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"Indicator Repository page" below
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"New Health Indicator/Edit Health Indicator Dialog Box" on page 221
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"New Indicator State/Edit Indicator State Dialog Box" on page 224
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"Event Configuration Dialog Box" on page 225
Indicator Repository page
This page displays the health indicators (HIs) assigned to each of the CITs in your system. The Indicator
repository enables an advanced user to modify existing indicator definitions, and to create new ones.
To access
The indicator repository can be accessed from one of the following:
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Admin > Service Health > Repositories > Indicators
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Admin > Service Level Management > Repositories > Indicators
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Important
Select a CIT in the left pane to display its assigned HIs in the Indicators pane.
information
Select an HI in the Indicators pane to display its details in the Details pane on the right side
of the page.
To modify an indicator, select it in the Indicators pane and click the Edit Indicator button,
or right-click the indicator and access the Edit Indicator menu command. For user interface
details, see "New Health Indicator/Edit Health Indicator Dialog Box" on the next page.
Relevant
tasks
See also
"How to Create or Edit an HI Template in the Indicator Repository" on page 218
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"Indicator Repository" on page 216
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"Events and HIs - Overview" on page 216
CIT Hierarchy
The left area of the Indicator Repository page contains a hierarchy of the CITs in your system. Select a CIT to
view or modify its assigned HIs.
CITs with a grey background have one or more indicators that are assigned directly to them; CITs without a
grey background either have no indicators, or have indicators inherited from higher-level CITs.
Indicators Pane
This pane displays the HIs assigned to the selected CIT.
User interface elements are described below:
UI
Element (A-Z)
Description
New Indicator. Click to create a new indicator; a dropdown menu enables you to define a new
HI.
Edit Indicator. Click to edit the details of a selected HI.
Delete Indicator. Deletes the selected indicator. If you delete an indicator on a child CIT that
was inherited from a parent CIT, you are actually deleting it from the parent CIT. As a result, this
indicator is no longer inherited on the child CITs.
Note: Only user-defined (custom) indicators can be deleted.
Restore to Default. Select an edited indicator whose Type is Predefined (Customized), and
click to restore it to its original settings.
Refresh. Click to refresh the display.
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UI
Element (A-Z)
Description
<HI>
Each line in the pane shows an HI assigned to the selected CIT (this label is defined by the
indicator's Display Name field).
Select an indicator to display or modify its definitions. For user interface details, see "New
Health Indicator/Edit Health Indicator Dialog Box" below.
Note: If a CIT inherits an indicator from its parent CIT, the name of the parent CIT appears in
parentheses after the indicator name. .
Details Pane
This pane displays details regarding the HI selected in the Indicators pane. The contents of this pane vary
depending on the Indicator definitions. The following section provides a general description of this pane. For
details on the HI-related fields, see "New Health Indicator/Edit Health Indicator Dialog Box" below.
User interface elements are described below:
UI
Element
General
area
Description
General information regarding the HI:
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Name, type, and description are defined for all indicators.
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Application and units are relevant for HIs only.
States
area
Table showing the possible states for each indicator, the status that corresponds to each
state, and the icon that corresponds to each status.
Service
Health
area
If an HI is applicable for the Service Health application, this section shows whether the
indicator generates events, and which rule is used to calculate the indicator.
SLM area
If an HI is applicable for the Service Level Management application, this section displays the
rule used to calculate the indicator.
New Health Indicator/Edit Health Indicator Dialog Box
This dialog box enables you to define HI details.
To access
Relevant tasks
In the Indicators Repository page, perform one of the following:
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Click the New Health Indicator button.
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Select an HI and click the Edit Indicator button.
"How to Create or Edit an HI Template in the Indicator Repository" on page 218
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General Area
User interface elements are described below:
UI Element (AZ)
Description
Application
Specify which application displays this HI: Service Health, Service Level Management,
or both.
For details, see "How the Indicator Repository is Used by APM" on page 217.
Description
Optional text describing the HI.
Display Name
The external name of the HI, as displayed in the UI (for example CPU Load).
ID
The HI's internal unique identifier (this only appears when you edit an existing HI).
Name
The internal name of the HI, as defined in the event generating the HI (for example
CPULoad).
Note: The name cannot contain blank spaces.
Type
The indicator type.
Units
The type of unit applicable to the rule results displayed in the HI. Typical units are:
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<No unit>. For rules that handle volume, where measurements represent a simple
numerical count.
Financial ($). For rules that determine financial loss for a CI.
Milliseconds or Seconds. For rules that handle performance time data for a
transaction or monitor.
Percentage (%). For rules that handle availability over time data.
States Area
This area shows the possible HI states, and the mappings between each state and its corresponding status
and icon. Each HI must have at least two states. A state with Normal status must be defined as the default
state.
User interface elements are described below:
UI
Element (A-Z)
Description
New Indicator State. Click to create a new state for the HI.
Edit Indicator State. Click to edit the details of a selected state.
Delete Indicator State. Click to delete one or more selected states.
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UI
Element (A-Z)
Description
Select all. Select all the HI states.
Clear Selection. Clear the selection of HI states.
Icon
The icon corresponding to the HI status.
Standard icons appear by default; if you want to use custom icons, place them in the following
directory: <Gateway server root directory>\AppServer\
webapps\site.war\images\gui\severities
Note: The following formats are supported for custom icons: .png, .jpg and .gif.
State
The state or the HI as defined in the event (for example, Very high CPU).
This field also indicates which is the default state for the HI; each HI must have a default state.
Status
The status corresponding to the HI's state (for example, Warning).
Service Health Area
This area appears if you select Service Health or both in the Application field.
User interface elements are described below:
UI
Element (A-Z)
Description
Configure
Events
This button is enabled when you select the Generate Events check box. Click to open the
Event Configuration dialog box, which enables you to define the event sent to the Event
Browser when the HI's status changes. For details, see "Event Configuration Dialog Box" on
page 225.
Default
Rule
Select the rule which is used to calculate the HI's status.
For descriptions of the default rules available in Service Health, see "Understanding the
Service Health Calculation Rules" on page 267.
Formatting Define the method for formatting the value of the HI (when relevant), using the following
Method
options:
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Generate
Events
Selection. Select a formatting method from the list of available methods (leave blank if
not required). For details, see "List of Formatting Methods" on page 212.
Other. Specify a method that you have defined, which is not on the list of available
methods.
Select this check box if you want the HI to generate an event to the Event Browser whenever
its status changes.
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UI
Element (A-Z)
Description
Status and
Default
State
If you have assigned more than one state to a specific status in the State area, you must
specify which is the default state for the status.
For example, the status Critical might be assigned to two different states (in two different
state definitions): Very High and Very Low. In this case, use the drop-down menu to select
which state is assigned by default when the HI's status is Critical.
Service Level Management Area
This area appears if you select Service Level Management or both in the Application field.
User interface element described below:
UI Element (A-Z)
Description
Default Rule
Select the rule which is used to calculate the HI's status.
For descriptions of the default rules, see "List of SLM Business Rules" on page 583.
New Indicator State/Edit Indicator State Dialog Box
This dialog box enables you to add or modify HI states. Each state is mapped to a status.
To
access
Open the New/Edit Health Indicator dialog box. Within the State area, click New to enter a
new state, or click Edit to modify a state.
Relevant
tasks
"How to Create or Edit an HI Template in the Indicator Repository" on page 218
User interface elements are described below:
UI
Element (A-Z)
Description
Default
Select this check box to define the HI's default state.
This is the state that is used by OMi when you restore the HI to default.
Display
Name
The external name of the state, as it is displayed in the UI.
Icon
The icon corresponding to the state's status.
Standard icons appear by default; if you want to use custom icons, place them in the following
directory: <Gateway server root directory>\AppServer\
webapps\site.war\images\gui\severities
Note: The following formats are supported for custom icons: .png, .jpg and .gif.
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UI
Element (A-Z)
Description
ID
The state's unique internal identifier (this only appears when you edit an existing state).
Name
The internal name of the state, as defined in the event generating the HI.
Status
The HI state's status (for example, Warning).
Event Configuration Dialog Box
This dialog box enables you to modify the definitions of the event sent to the Event Browser when the status
of a metric-based HI changes in Service Health.
To access
In the New Health Indicator/Edit Health Indicator dialog box, select the Generate
Events check box and click the Configure Events button.
Important
information
You can drag attributes from the Attributes area or click Ctrl+i while editing text to insert
the selected attribute.
When an event is triggered, these attributes are changed into the relevant value of the
attribute of the event.
Relevant
tasks
"How to Create or Edit an HI Template in the Indicator Repository" on page 218
See also
"CI Status Template Repository Dialog Box" on page 145
General Tab
This tab enables you to edit an existing event template. Select the relevant attribute in the Attributes area and
drag it into the relevant box in the General tab.
UI Element
(A-Z)
Description
General area
Category
Used to organize or group events; by default this is blank.
Description
Information describing the event; by default this is blank.
Log only
By default this is false; the event is sent to the Event Subsystem as a regular event.
Assign true to set the event's Life Cycle State to close from the beginning of its life cycle.
Subcategory More detailed organization of events that have the same category; by default this is blank.
Title
Text describing the occurrence represented by the event.
Default:<<ci_name>>:<<health_indicator_display_label>> status changed from
<<health_indicator_previous_status>> to <<health_indicator_new_status>>
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UI Element
(A-Z)
Description
Correlation area
Close key
pattern
Enables the event that is sent, to close all the events whose Key attribute matches the
Close Key Pattern expression. You can use wildcards (*).
Default: <<ci_id>>:<<health_indicator_name>><*>
Key
A unique string representing the type of event that occurred. Two events have the same
key if, and only if, the two events represent the same situation in the managed
environment. Events with the same key are treated as duplicates.
Default: <<apm_server_name>>:<<ci_id>>:<<health_indicator_name>>:<<health_
indicator_new_status_value>>
Submit
close key
condition
By default this is selected; you must enter a value in the Close key pattern box.
Advanced Parameters area
CI hint
Information about the CI that is related to the event.
Default: UCMDB:<<ci_id>>
Generating
source hint
Information about the monitoring application.
Host hint
Information about the CI of type Host that is hosting the CI related to the event; by default
this is blank.
Default: <<apm_server_name>>
Custom Attributes Tab
Use this tab to add custom attributes.
Important
information
A custom attribute consists of a key and a value (both are strings). The value can be any
string and is used by the event mapping as any other value.
User interface elements are described below:
UI
Element Description
Name
and
Value
Each event can have any number of custom attributes. Custom attributes can be used to
provide additional information with the event that is not provided in any of the other event
attributes or that is contained in any of the other attributes. Each custom attribute is a NameValue pair, where you enter the name of the attribute in the Name field and the value of the
attribute in the Value field.
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UI
Element Description
Creates a new event template. You can select:
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New key. To create a new key. A new row opens in the Name/Value table.
Known key. Opens a submenu with the known keys as options. You can select the relevant
key. A new row opens in the Name/Value table, with the name of the selected key in the
Name column. You can then enter the value of the key in the corresponding Value column.
Note: The known keys are defined in OMi.
Deletes the selected attributes from the table.
Attributes Area
Select the relevant attribute and drag it into the relevant box in the General tab or in the Custom Attribute tab.
The event attributes for events triggered by metric-based HIs in Service Health are as follows:
Attribute
Description
<<bsm_server_
name>>
The name of the Application Performance Management server where the event is
generated.
<<ci_id>>
The ID of the CI where the HI is assigned.
<<ci_name>>
The name of the CI where the HI is assigned.
<<health_
indicator_
display_label>>
The external name of the HI.
<<health_
indicator_
name>>
The internal identifier of the HI.
<<health_
indicator_
new_status>>
The current status of the HI in Service Health.
<<health_
indicator_
new_status_
value>>
The current value of the HI's status in Service Health (for example Very Slow).
<<health_
The previous status of the HI.
indicator_
previous_status>>
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Attribute
Description
<<health_
indicator_
state>>
The current state of the HI in Service Health.
<<health_
indicator_
value>>
The current value of the HI in Service Health (for example 18 ms. response time).
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Calculation Rules
KPI and HI calculation rules (also called business rules) receive data collected from CIs, process the data,
and generate KPI and HI statuses based on these calculations. Some rules are based on sample data, and
are used to calculate health indicators (HIs). Other rules calculate key performance indicators (KPIs), based
on the status or value of HIs and of other KPIs. The following sections describe how to create or modify rules.
This section includes:
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"Learn About" below
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"Tasks" on page 231
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"UI Description" on page 232
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"Troubleshooting" on page 237
Related Topics:
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"Customizing Rule Parameters and Thresholds" on page 237
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"Customizing Tooltips" on page 244
To access
Select Admin > Service Health > Repositories > Business Rules.
Learn About
Rule Repository Overview
The Business Rule Repository page contains templates for the rules available throughout Service Health.
These rule templates are implemented by Service Health, so that when the assignment mechanism assigns a
specific HI or KPI to a discovered CI, the KPI or HI is calculated based on the rule template in the repository.
For details, see "Customizing KPI and HI Assignments" on page 153.
Advanced users can modify existing rules and create new rules to customize how information is presented.
For example, you may want to create new rules when integrating data from a new external system into
Service Health.
For an explanation of the out-of-the-box rules, see "Understanding the Service Health Calculation Rules" on
page 267.
You can use the Rules API to create new rules; for details see Service Health Rules API in the APM
Extensibility Guide.
Health Indicator Calculation Rules
HI calculation rules calculate a measurement for an HI based on original sample data that is caught by the HI
selector. APM receives incoming metrics using one of the data collectors such as SiteScope, Business
Process Monitor, or Real User Monitor.
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The content packs for each of these data collectors defines the assignment, which determines which
indicators are relevant for each CI type. Based on their CI types, each monitored CI has a default set of HIs
that include a rule, and a predefined selector.
KPI Calculation Rules
KPI calculation rules, also known as group rules, determine KPI status based on data received from other
KPIs or HIs, rather than from original sample data. The received data can come from the KPIs of child CIs, or
from other KPIs or HIs associated with the same CI.
The group rules vary in the type of logic they use to arrive at a status result. For example:
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The rule may select a KPI status held by one of the child CIs, and apply that status to the parent, as done
by the Worst Status Rule.
The rule may aggregate the received data to calculate a measurement, and compare the measurement
with defined thresholds, as done by the Sum of Values Rule.
The rule may calculate a measurement based on the status of another KPI for the CI, and compare the
measurement with defined thresholds, as done by the Real Time Impact Rule when receiving status
from the Availability KPI.
Each KPI has been assigned a default business rule that is used when you attach a new KPI to a CI; the
default is generally one of the group rules for that KPI. When editing a KPI or attaching a new KPI, you can
select a different rule from the list of rules that are applicable for that KPI.
If a KPI is associated with a logical CI then the rule that calculates the status and value of this KPI is probably
a group rule – it uses the KPIs of other CIs to calculate its own status and value (for example: Worst Status
rule).
Sample-Based and Time-Based Sampling
HI rules are time-based or sample-based. The time-based sampling is more accurate than the sample-based
sampling when samples are not taken regularly; for example, SiteScope sampling accelerates when a
problem occurs. When samples are taken regularly, time-based and sample-based sampling provide the same
results.
If you have the following sample:
The result of the first part of the sampling period is 5. After that the result of each sampling period is 2.
The sample-based result is calculated as follows:
(5+8x2)/9= 2.33
The samplings are as follows: 1 sampling with the value 5 and 8 samplings with the value 2. The total number
of samplings is 9.
The time-based result is calculated as follows:
(30x5+30x2)/60=3.5
During 30 seconds the value was 5. During the next 30 seconds the value was 2. The total sampling time was
60 seconds.
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Rule Validation
APM does not validate new rules to check for proper logic (whether they are written in JAVA or using the
Rules API). However, a rule calculating a value for a KPI or metric-based HI is expected to return a result in
less than one minute (by default). An internal mechanism automatically cancels rules that run for longer, and
are therefore possibly invalid.
For details, see "Quarantined Rules" on page 252.
Tasks
How to Customize a Business Rule Template in the Repository
Tip: HPE Professional Services offers best practice consulting; it is recommended that you use this
service before making any changes to the repositories. For information about how to obtain this service,
contact your HPE Software Support representative.
1. Open a rule template for editing:
Select Admin > Service Health > Repositories > Business Rules. Open a rule template for editing
using one of the following:
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New Rule. Creates a rule that is not based on an existing rule. The new rule will be labeled Custom.
To create a new rule, click the New Rule button in the Business Rule Repository page.
Clone Rule. Creates a rule by cloning an existing rule. The original rule is still available, and the new
cloned rule can be modified. To clone a rule, select a rule in the Business Rule Repository page and
click the Clone Rule button. The new rule will be labeled Custom. Select the new rule and click the
Edit Rule button to open it for editing.
Edit Rule. Modifies an existing rule. To edit a rule, select a rule in the Business Rule Repository page
and click the Edit Rule button. If you edit a predefined rule, it will be labeled Predefined
(Customized).
2. Define a rule's name, description, or class:
Define a rule's name or description in the New Rule/Edit Rule dialog box > General Rule Settings
area.
If you create a new rule which uses a new Java class, define the class in this area as well.
3. Select applicable CI types:
In the New Rule/Edit Rule dialog box > Advanced Rule Settings area, you can select the CI types for
which the rule can be applied.
For example, if you clone a rule and the new rule is applicable for business transactions, select the
Business Transaction CIT and click the corresponding arrow to move it to the Selected CI Types list.
4. Modify rule parameters or thresholds:
You can modify existing information or enter new information about the parameters and thresholds for a
specific rule, using the New Rule/Edit Rule dialog box > Rule Parameters and Rule Thresholds area.
For details, see "Customizing Rule Parameters and Thresholds" on page 237.
5. Modify tooltip settings:
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In the New Rule/Edit Rule dialog box > Tooltip Settings area, you can modify tooltips. For details, see
"Customizing Tooltips" on page 244.
6. Set a rule and its parameters back to default:
If you have modified a predefined rule (for example if you changed the applicable CI types), you might
want to return the rule and its parameters to their defaults.
Note that this is only applicable for rules whose type is Predefined (Customized).
a. Within the Business Rule Repository page, open a predefined (customized) rule for editing, and click
the Restore Defaults button.
b. The rule definition fields that have been modified are automatically selected. Select the fields which
you want to restore to default, and click Save.
UI Description
Business Rules Repository Page
This page displays the list of predefined and customized rules, and enables you to create or edit these rules.
Note: In the text box under each of the column titles, you can enter text or select options from a dropdown list to filter the information displayed. For example, if you enter EUM in the text box under the
Domain column title, the table only shows rules related to End User Management.
User interface elements are described below:
UI Element (A-Z)
Description
New Rule. Click to create a new rule.
Edit Rule. Click to edit the details of a selected rule.
Clone Rule. Select a rule and click the Clone Rule button to create a new rule, using the
selected rule as a template. Select multiple rules by holding down the CTRL key.
Delete Rule. Deletes one or more selected custom rules.
If you delete a Predefined (Customized) Rule, it is restored to its Predefined settings.
Predefined rules cannot be deleted.
Restore to Default. Select an edited rule whose Type is Predefined (Customized), and
click to restore it to its original settings.
Click to refresh the page.
Click to display help on predefined rules.
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UI Element (A-Z)
Description
Edit Globals. Click to edit global rule attributes. For details, see "Global Parameters Dialog
Box" on page 243.
Edit Global Tooltips. Click to edit global tooltips. For details, see "Global Tooltips Dialog
Box" on page 250.
Export to Excel. Click to export the table to an Excel file.
Export to PDF. Click to export the table to a PDF file.
Change visible columns. Opens the Choose Columns to Display dialog box, where you
select the columns you want to display in the table.
By default, the Rule ID column which contains internal Rule ID numbers is not displayed.
Description The description of the rule.
Domain
The domain which uses the rule (for example EUM, and so on). You can type a domain in the
text box under the Domain column title, to only display rules in a specific domain.
Name
The name of the rule.
Type
Indicates one of the following rule types:
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Custom. New or cloned rules.
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Predefined. Out-of-the-box rules.
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Predefined (Customized). Out-of-the-box rules that have been edited. You can restore
such a rule to its original settings using the Restore to Default button.
New Rule/Edit Rule Dialog Box
This dialog box enables you to create or modify rule properties. To access, click the New Rule button in the
Business Rule Repository page, or select a rule and click the Edit Rule button.
User interface elements are described below:
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General Rule Settings Area
UI Element (A-Z)
Description
Class
Name
The name of the class the rule belongs to.
If you create a new rule using a new class, edit this field to include the full qualified name of
the Java class that implements the rule, with the full path to the root.
Description The description of the rule.
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UI Element (A-Z)
Description
Domain
The domain which uses the rule (for example EUM).
You can select one of the default domains from the Selection drop-down list, or select
Other and type a new domain name.
In the Business Rule Repository page, you can filter by domain to only see rules that are
relevant to you.
Name
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The name of the rule.
Advanced Rule Settings Area
This area enables you to select the CI types for which a rule can be applied, and to define rule units.
UI Element (A-Z)
Description
Select a CIT and click this button to add it to the Selected CI Types list.
If you select an upper-level (parent) CIT, the rule will be applicable for all of its
descendant (child) CITs as well.
Select a CIT and click to remove it from the Selected CI Types list.
Applicable for
CI Types
Define the CI types for which the rule is applicable, using the two areas:
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CI Types. Tree of CI types that contains the CITs to which you can make the rule
applicable.
Selected CI Types. The CITs for which the rule is applicable. When a CIT is
selected, all its descendants are applicable to the rule as well.
Use the arrow buttons to move CITs from one list to the other.
Rule Type
Units
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Select one of the following options:
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Health Indicator. The rule can be used to calculate health indicators.
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KPI. The rule can be used to calculate KPIs.
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Sibling. The rule can be used to calculate both KPIs and health indicators.
Enter the type of unit applicable to the rule results. For details, see "KPI and HI
Thresholds" on page 54.
Rule Parameters Area
This area enables you to modify existing information or enter new information about a rule's parameters.
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UI Element (A-Z)
Description
New Rule Parameter. Click to create a new rule parameter. For details, see "New/Edit
Rule Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Delete Rule Parameter. Deletes one or more selected rule parameters.
Edit Rule Parameter. Click to edit the details of a selected rule parameter. For details,
see "New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Select all. Selects all the rule parameters.
Clear Selection. Clears the selection of rule parameters.
Configurable If true, the parameter is visible and open for editing in the Assignments and CI Indicators
tabs. If false, the parameter can only be edited in the repository.
Default value The default value of the parameter.
Description
The parameter description.
Name
The name of the parameter.
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Rule Thresholds Area
This area enables you to modify existing information or enter new information about a rule's thresholds.
UI Element (A-Z)
Description
New Rule Threshold. Click to create a new rule threshold. For details, see "New/Edit Rule
Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Delete Rule Threshold. Deletes one or more selected rule thresholds.
Edit Rule Threshold. Click to edit the details of a selected rule threshold. For details, see
"New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Select all. Selects all the rule thresholds.
Clear Selection. Clears the selection of rule thresholds.
Default
value
The default value of the threshold.
Description The threshold description.
Name
The name of the threshold.
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Tooltip Settings Area
UI Element (A-Z)
Description
Description
The name of the tooltip.
Max Label Width
The maximum width for a tooltip parameter name.
Max Value Width
The maximum width for a tooltip parameter value.
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Tooltip Parameters Area
This area enables you to modify existing information or enter new information about a rule's tooltip
parameters. For details, see "List of Tooltip Parameters" on page 258.
UI
Element (A-Z)
Description
New Tooltip Parameter. Click to create a new tooltip parameter. For details, see "New/Edit
Tooltip Parameter Dialog Box" on page 249.
Delete Tooltip Parameter. Deletes one or more selected tooltip parameters.
Edit Tooltip Parameter. Click to edit the details of a selected tooltip parameter. For details,
see "New/Edit Tooltip Parameter Dialog Box" on page 249.
Select all. Selects all the tooltip parameters.
Clear Selection. Clears the selection of tooltip parameters.
Name
The display label of the tooltip parameter (this appears exactly as written).
Source
The source of the value to display.
Restore Defaults Dialog Box
This dialog box enables you to restore predefined business rule settings, for rules whose type is Predefined
(Customized). To access, click the Restore Default button in the Edit Rule dialog box.
UI Element Description
<Modified fields>
The rule definition fields that have been modified are displayed.
Select the fields which you want to restore to default, and click Save.
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Troubleshooting
KPI Status is Always No Data
Problem: If your RTSM model contains CIs in a cyclic loop of impact relationships (for example, CI1 > CI2 >
CI1 and so on), KPI status on the CIs in this loop, and on the CIs impacted by them, is always No Data. This
indicates a modeling problem, since the business logic engine is designed to process a-cyclic graphs.
Solution: Within the System Health monitors, the BLE Online Monitor contains a measurement called Cyclic
Impact Detector, which can show you if you have such a loop. For details, refer to the System Health
documentation.
In addition, you can use the following entries in the JMX Console to resolve the problem. Enter the following
URL:
http://<Data Processing Server>:29800/mbean?objectname=APMPlatform%3Aservice%3DCalculation+Adapter
Use the following entries:
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getRejectedNodes. Gets a list of nodes (CIs) that meet the above description.
getCyclicLinks. Gets the links that form a cyclic loop. To form a valid model you can removing these
physical links, or re-define the impact relationships to meet your modeling requirements, as long as there
are no impact cycles in the model.
Wrong Calculation Results When the Model Includes a Cycle
APM calculations do not support cycles in the Impact model; cycles are broken randomly, and calculation
results do not include CIs in the cycle or their parent CIs.
In order to verify whether you have cycles in your model, access the JMX Console: http://<Data Processing
Server>:29800/ > Calculation Adapter > getCyclicLink.
Customizing Rule Parameters and Thresholds
Each calculation rule's parameters are used to define input for the rule. The values used for the parameters
can be fixed values (defined within the parameter definition) or referenced values taken from the samples.
Rule parameters are defined in the Business Rule Repository, as part of each rule definition. For details, see
"Understanding the Service Health Calculation Rules" on page 267.
Default threshold values are defined for every rule that uses thresholds. For details, see "KPI and HI
Thresholds" on page 54.
This section includes:
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"Learn About" on the next page
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"Tasks" on page 240
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"UI Description" on page 243
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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To access
Select Admin > Service Health > Repositories > Business Rules.
Learn About
Global Rule Parameters
You can modify various global parameters for trend and history status in the Business Rule Repository, as
follows:
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You can specify if you want trend, history, or both displayed for CIs.
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You can change the window of time used for trend and history calculations.
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You can specify the calculation type for history status.
Global parameters can be overridden by defining a different value for the relevant parameter within a specific
rule.
The following are the global rule parameters:
Display Name
Usual
Default
Value
Description
saveLastSample
false
Defines whether the last sample is presented in Service
Health when clicking on the status icon. For details, see
"How to Set Up Rules to Display the Last Sample Details"
on page 242.
HistoryType
Worst
Defines the type of history calculation to be used when
calculating history status. Values can be: Worst,
Average, or None (no history status displayed). For
details, see "History Calculation" on page 60.
HistorySize
1 hour
Defines a time period (in hours) used when calculating
history and trend status.
The range is 1 to 6 hours.
For details, see "History Calculation" on page 60.
saveValuesToPersistency
false
Set saveValuesToPersistency to true if you want Service
Health to save CIs and KPIs value data to be displayed in
the KPI Over Time with Value report. For details, see KPIs
Over Time Report in the the APM User Guide.
saveValuesToPersistencyInterval
900
Defines the periodicity (in minutes) with which the value of
the KPI is saved to the RTSM (to be used in KPI Over
Time with Value reports). For details, see KPIs Over Time
Report in the the APM User Guide.
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Display Name
Usual
Default
Value
Description
Calculate Trend
true
Defines whether the trend should be calculated (and
displayed) or not. For details, see "Trend Calculation" on
page 60.
The calc_method and hi_list Rule Parameters
KPIs are calculated using group rules, based on data received from other KPIs or HIs. Group rules must
always contain the following rule parameters: calc_method and hi_list.
The calc_method parameter defines how the rule calculates the KPI. The parameter should be of type
Integer, and it can contain values from 0-3, as follows:
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0. The KPI is set by HIs and child KPIs; this is the default value for out-of-the-box group rules.
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1. The KPI is set by HIs only.
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2. The KPI is set by child KPIs.
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3. The KPI is set by HIs; if none exist, use child KPIs.
The hi_list parameter defines which HIs are used in the KPI calculation. This parameter should be of type
String; by default this field is empty. If you enter HIs in this field make sure you use valid HI names, and
separate HIs with commas.
If you create a new group rule you must add these rule parameters; the parameter names are case sensitive.
Note: In the New/Edit Rule Parameter dialog box, you define whether each rule parameter is
configurable; this means that the parameter is displayed in the Assignments and in the CI Indicators tabs.
For details, see "New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Unlike other rule parameters, the hi_list and calc_method parameters are not affected by this
Configurable flag; they are always configurable if they exist.
The CalculationGranularity parameter
If the CalculationGranularity parameter is not changed when there is a heavy calculation load, this does not
cause wrong results, but note that calculations are done on a longer time scale (for example, calculation may
be done on a history size of three hours instead of one hour).
Hidden Parameters
The history and trend statuses use the following hidden parameters. These are parameters with default values
that are not visible to the user. However, if necessary, they can be overridden by defining the parameter in the
global parameters for the Business Rule Repository. For details on the Trend and History statuses, see "KPI
Trend and History Calculation" on page 59.
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Name
Default
Value
Description
TrendRate
0.3
Sets the time rate between the long window (period of time defined by
the HistorySize parameter) and a short window.
CalculationGranularity
20
Sets the time difference, in seconds, between recalculating statuses for
a view. This knowledge is shown in <Data Processing Server root
directory>
\log\Jboss\TrinityStatistic.log.
This determines how many calculations are performed for a CI in a
certain period of time. During normal functioning, Service Health perform
the calculation approximately every 20 seconds (~180 calculations/hour)
and there is no reason to change the default value.
If Service Health has a heavy calculation load, causing the calculations
to take more time (for example, calculations may be done on a history
size of three hours instead of one hour), Service Health might
automatically adjust the granularity to calculate less often. For example,
calculation may take place every minute or more, meaning 60 or less
calculations an hour.
If this calculation rate presents a problem, you can define the
CalculationGranularity parameter above, to override the automatic
granularity rate; however, this modification should be made with great
caution, and only by advanced users. Contact HPE Software Support
for assistance.
Tasks
This section contains the following:
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"How to Edit Rule Parameters and Thresholds" below
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"How to Modify a Global Parameter" on the next page
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"How to Modify Global Parameters to Save KPI Measurements" on the next page
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"How to Set Up Rules to Display the Last Sample Details" on page 242
How to Edit Rule Parameters and Thresholds
1. Access Admin > Service Health > Repositories > Business Rules, and open a rule template for
editing. For details, see "How to Customize a Business Rule Template in the Repository" on page 231.
2. In the New Rule or Edit Rule dialog box, in the Rule Parameters or Rule Thresholds area; click the
New button to enter new parameters or thresholds, or click the Edit button to modify a parameter or
threshold.
For user interface details, see "New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box" on
page 243.
Note: If you are creating a customized Generic Sample rule, a Generic Sum of Values Over Time
rule, or a Generic Two Arguments rule, and the name of the time stamp field in the sample is not
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time_stamp, in the Rule Parameters area click Edit for the Time Stamp Field parameter. In the
Default Value box, enter the name of the sample's time stamp field. The type of the sample's time
stamp field must be time.
Examples – Generic Formula Rule
The following formula calculates the average of the dResponseTime sample field value over the specified
period of time, multiplied by 2:
Avg(dResponseTime)*2
In the following formula, you want to sum only the response time of the successful transactions, therefore
only the response time for samples with u_iStatus=0 is taken into consideration. u_iStatus=1 when the
transaction fails, and u_iStatus=0 when the transaction is successful.
The formula calculates the sum of the values of the dResponseTime sample field value over the specified
period of time, where the value of dResponseTime is set to 0 every time the value of the u_iStatus
sample field equals 1. This sum is divided by the sum of values calculated as follows: the value is equal
to 1 when the u_iStatus field value is 0, and the value equals 0 when the u_iStatus field value is
different from 0. This formula calculates the performance of a certain transaction by aggregating the
response time of all of the successful transaction and dividing it by the number of successful
transactions:
sum(if(u_iStatus,=,0,dResponseTime,0))/sum(if(u_iStatus,=,0,1,0)
How to Modify a Global Parameter
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To globally edit a parameter for all predefined rules, click the Edit Globals button on the Rule Repository
page, and modify the appropriate parameters. For user interface details, see "Global Parameters Dialog
Box" on page 243.
To modify a global parameter, select the parameter and click the Edit button, or right-click the parameter
and access the Edit menu command. For details, see "New/Edit Global Parameter Dialog Box" on page
244.
To override a global parameter value for an individual rule, add the parameter to the relevant rule, and then
modify its value.
How to Modify Global Parameters to Save KPI Measurements
If required, the Save KPI data over time for this CI option (see "Customizing the CI Data Over Time Setting
(CI Properties Tab)" on page 96) can be used to save calculated measurements for each of the CI KPIs, at 15
minute intervals.
This is done by activating the saveValuesToPersistency global parameter in the Business Rule Repository.
You can also change the default interval by modifying the value of the saveValuesToPersistencyInterval
option.
For user interface details, see "New/Edit Global Parameter Dialog Box" on page 244.
Example:
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1. Access the Service Health Administration > Repositories > Business Rules page.
2. Click Edit Globals.
3. In the Global Parameters list, select saveValuesToPersistency and click the Edit button.
4. In the displayed Edit Global Parameter window, change the Value parameter from false to true.
How to Set Up Rules to Display the Last Sample Details
You can set up rules to save details from the last sample received for a CI, so that these details can be
viewed in the Sample Details window for the CI or in tooltips in Service Health. For details on how to display
the last sample information, see How to View Sample Details in the APM User Guide.
Note: Storing last sample details may require use of a large amount of memory, slowing down Service
Health performance.
Last sample details are kept in memory using the saveLastSample property. You can use this property to
store sample details only for specific CI KPIs, or for all KPIs.
To save the last sample details, you can:
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Set the property for an individual business rule. Edit the rule in the Business Rule Repository. In the
Edit Rule dialog box > Rule Parameters area, add the parameter saveLastSample with Type=Boolean
and Default Value=true.
Set the property for all business rules. Click the Edit Globals button in the Business Rule Repository
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to view the Global Parameters list. Edit the saveLastSample parameter to change its value to true
(default setting is false).
For user interface details, see "Global Parameters Dialog Box" below.
UI Description
New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box
This dialog box enables you to modify existing information or enter new information about a rule's parameters
or thresholds.
To access, open a rule in the rule repository for editing. In the Rule Parameters or Rule Thresholds area;
click New or Edit.
User interface elements are described below:
UI Element (A-Z)
Description
Default value The default value of the parameter or threshold in Service Health. Note that for some of the
rules, the default values can be: sampleBased or timeBased and indicates if the
calculation performed by the rule is based on the sample values or is calculated.
Description
The parameter or threshold description.
Name
The name of the parameter or threshold.
Configurable If the check box is checked, the parameter is visible and open for editing in the
Assignments and CI Indicators tabs. If it is unchecked, the parameter can only be edited in
the repository.
Presentation
class
The name of the presentation class. For future use.
Type
The type of parameter or threshold. Possible values are: Boolean (can be false or true),
Integer, Long, Double (can be a decimal number), or String.
Units
The type of unit applicable to the rule parameter or threshold (for example, milliseconds
for performance time data).
For details, see "KPI and HI Thresholds" on page 54.
Global Parameters Dialog Box
This dialog box enables you to modify the global parameters shared by all the rules. To access, click the Edit
Globals button in the Business Rule Repository page.
User interface elements are described below:
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UI Element (A-Z)
Description
New Global Parameter. Click to create a new global parameter.
Delete Global Parameter. Deletes one or more selected global parameters.
Edit Global Parameter. Click to edit the details of a selected global parameter.
Select all. Selects all the global parameters.
Clear Selection. Clears the selection of global parameters.
<Name>
The name of the global parameter. For details on each of the global parameters, see "Global
Rule Parameters" on page 238.
<Value>
The value of the global parameter.
New/Edit Global Parameter Dialog Box
This dialog box enables you to define settings of a global parameter. To access, in the Global Parameter
dialog box, click the New button, or select a global parameter and click the Edit button.
User interface elements are described below:
UI Element (A-Z)
Description
Name
The name of the global parameter.
Type
The type of parameter; select Boolean, Number, or String.
Value
The value of the global parameter.
Customizing Tooltips
Each indicator on a CI has a tooltip which displays additional information when you hover over the indicator.
The rule repository contains the default tooltips created by each of the calculation rules. Tooltips are assigned
to CIs according to the rule used for the indicator.
Each tooltip includes parameters which correspond to the type of information displayed in the tooltip. For a list
of tooltip parameters and their descriptions, see "List of Tooltip Parameters" on page 258.
The following section describes how to modify these tooltips.
This section includes:
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"Learn About" on the next page
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"Tasks" on page 246
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"UI Description" on page 249
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This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
To access
Select Admin > Service Health > Repositories > Business Rules, and open a rule template for editing.
Learn About
List of Global Tooltips
The following are the default general tooltips that can be applied to all relevant rules:
Tooltip
Description
CI Data
Defines the tooltip used for CI information.
Tooltip Parameters
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Downtime
Defines the tooltip used for CIs in downtime.
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Event Based
HI
Defines the tooltip used for event-based health indicators.
This tooltip shows event details, when a single event
impacts a single HI.
HI Impacted by
Several Events
Defines the tooltip used for health indicators which are
influenced by several events.
History
Defines the tooltip used for the History KPI. For details, see
"KPI Trend and History Calculation" on page 59.
Note: The information that is displayed depends on the
value assigned to the HistoryType rule global parameter.
"Class Type" on page
259
"Hidden Child CIs" on
page 261
"Status" on page 265
"Last Status Change"
on page 262
"Downtime Until" on
page 260
"Location" on page
262
"Caused By" on page
259
See Health Indicator
Component in the APM
User Guide.
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"CI Name" on page
259
"Status" on page 265
"Affected By" on page
258
"History Type" on
page 261
"Historical Worst" on
page 261
"Historical Average"
on page 261
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Tooltip
Description
No Data
Defines the tooltip used for CIs with No data status.
Tooltip Parameters
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Stopped
Defines the tooltip used for stopped CIs.
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Subcomponent Defines the tooltip used for health indicators which are
HI Tooltip
influenced by several events, when HI status is OK.
Trend
Defines the tooltip used for the Trend KPI. For details, see
"KPI Trend and History Calculation" on page 59.
"Status" on page 265
"Last Status Change"
on page 262
"Warning" on page
266
"Caused By" on page
259
"Location" on page
262
"Caused By" on page
259
"Error Message" on
page 260
"Status" on page 265
"Last Status Change"
on page 262
"Location" on page
262
"Caused By" on page
259
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"Status" on page 265
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"Trend" on page 265
Tasks
This section contains the following:
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"How to Customize Specific Tooltips" below
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"How to Customize Global Tooltips" on the next page
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"How to Display Information from a CI Attribute in a Tooltip" on page 248
How to Customize Specific Tooltips
1. Access Admin > Service Health > Repositories > Business Rules, and open a rule template for
editing. For details, see "How to Customize a Business Rule Template in the Repository" on page 231.
2. In the New Rule/Edit Rule dialog box > Tooltip Settings area, you can modify a tooltip's description or
maximum length.
3. In the New Rule/Edit Rule dialog box > Tooltip Parameters area, you can modify existing information
or enter new information about a tooltip's parameters.
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Example: Add a Last Sample Time Entry in a Tooltip
To display the last time the sampling was made in a tooltip, the last sample information must be available.
For details, see "How to Set Up Rules to Display the Last Sample Details" on page 242.
Note: The last sample time is not necessarily the same as the last update time because the last sampling
might not have any impact on the status. Last Sample Time can only be added to the tooltip of monitor
rules.
1. Within the Rule Repository, select the rule whose tooltip you want to modify, and open it for editing.
In the Tooltip Parameters area, click New to open the New Tooltip Parameter dialog box.
2. In the Display Label box, enter Last Sample Time.
3. In the Value Source box, enter NODE.DIM.SAMPLE.time_stamp.
4. in the Formatting Method box, select returnDateAsStringInSec.
The tooltip displays the following information:
How to Customize Global Tooltips
1. In the Business Rule Repository page, click the Edit Global Tooltips button.
2. To modify a global tooltip, select the tooltip and click the Edit button, or right-click the tooltip and access
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the Edit menu command. For details, see "Edit Global Tooltip Dialog Box" on page 251.
Note: You cannot create a new global tooltip.
How to Display Information from a CI Attribute in a Tooltip
You can edit tooltip definitions of a CI or a calculation rule, so that the tooltip displays information contained in
a CI’s attribute in the RTSM.
For example, if you have an attribute defined in the RTSM for contact information or CI description, you can
use the following procedure to display this information in the CI’s tooltip.
1. Access Admin > Platform > Setup and Maintenance > Infrastructure Settings > Foundations >
RTSM.
2. In the RTSM General Settings table, edit the Object Root parameter and define its value as root.
3. Log in to APM again.
4. Access Admin > RTSM Administration > Modeling > CI Type Manager.
5. Right-click the Data CIT (below Root), and select Export to XML.
6. Open the exported file in a text editor, and locate the attribute you want displayed in the tooltip. For
example, if you want the Description attribute displayed, locate the following section:
<Attribute name=""description" type="string" display-name="Description"
description="Description" size="1000">
<Attribute-Qualifiers>
<Attribute-Qualifier name="BDM_SCOPE"/>
</Attribute-Qualifiers>
</Attribute>
7. To enable Service Health to display the attribute, add the DASH_ATTRIBUTE qualifier:
<Attribute-Qualifiers>
<Attribute-Qualifier name="BDM_SCOPE"/>
<Attribute-Qualifier name="DASH_ATTRIBUTE"/>
</Attribute-Qualifiers>
8. Save the edited XML, and import the file back to the RTSM.
9. Within Service Health Administration, open the Business Rules Repository, and proceed as follows:
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To add the attribute to CI status tooltips, click Edit Global Tooltips, and open the cidata tooltip for
editing.
To add the attribute to tooltips of KPIs calculated with a specific rule (for example Worst Status rule),
open the rule for editing.
10. In the Tooltip Parameters area, create a new parameter. Use a relevant name (for example
Description). In Value source, enter NODE.PROPS.<attribute name>. For example:
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11. Save your changes.
If you added the parameter to global CI tooltips, the attribute now appears on CI status tooltips:
If you added the parameter to a business rule’s tooltip, the attribute now appears on KPI tooltips which
use this rule:
UI Description
New/Edit Tooltip Parameter Dialog Box
This dialog box enables you to modify existing information or enter new information about a tooltip parameter.
To access, open the New Rule or Edit Rule dialog box. In the Tooltip Parameters area; click New or Edit
button.
User interface elements are described below:
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UI
Element (A-Z)
Description
Formatting Define the method for formatting the value of the tooltip parameter using the following
Method
options:
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Selection. Select a formatting method from the list of available methods (leave blank if
not required). For details, see "List of Formatting Methods" on page 212.
Other. Specify a method that you have defined, which is not on the list of available
methods.
Example: toLowerCase
Name
The name of the parameter as it is displayed in the tooltip.
Value
Postfix
The text that appears after the value of the tooltip parameter.
Value
Prefix
The text that appears before the value of the tooltip parameter.
Value
Source
The source of the value to display. It can be retrieved from the CI using the escaping
sequence form - if so, the [[%]] string must appear before the escaping sequence.
Example: %
Example: Greater than
Example: If the CI holds a field named country, type [[%]] NODE.PROPS.country. The
tooltip displays country: <country name>.
Global Tooltips Dialog Box
This dialog box enables you to modify general tooltips that can be applicable to all relevant rules. To access,
click the Edit Global Tooltips button in the Business Rule Repository page.
User interface elements are described below:
UI Element (A-Z)
Description
Edit Global Tooltip. Click to edit the details of a selected global tooltip.
Delete Global Tooltip. Select a modified tooltip labeled Predefined (Customized), and
click Delete to restore the tooltip to its out-of-the-box settings.
Clear Selection. Clears the selection of global tooltips.
Description The user-facing name of the global tooltip. For details on each of the global tooltips, see "List
of Global Tooltips" on page 245.
Tooltip
Name
The internal name of the global tooltip. For details on each of the global tooltips, see "List of
Global Tooltips" on page 245.
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UI Element (A-Z)
Description
Type
Either Predefined for out-of-the-box tooltips, or Predefined (Customized) for tooltips that
have been edited.
Edit Global Tooltip Dialog Box
This dialog box enables you to define settings of a global tooltip.
To access, select a global tooltip within the Global Tooltip dialog box and click the Edit button.
Tooltip Settings Area
User interface elements are described below:
UI Element (A-Z)
Description
Description
The name of the tooltip.
Max Label Width
The maximum width for a tooltip parameter name.
Max Value Width
The maximum width for a tooltip parameter value.
Tooltip Parameters Area
This area enables you to modify existing information or enter new information about a global tooltip's
parameters.To modify a tooltip parameter, select the parameter and click the Edit button.
User interface elements are described below:
UI Element (A-Z)
Description
New Tooltip Parameter. Click to create a new tooltip parameter.
Delete Tooltip Parameter. Deletes one or more selected tooltip parameters.
Edit Tooltip Parameter. Click to edit the details of a selected tooltip parameter.
Select all. Selects all the tooltip parameters.
Clear Selection. Clears the selection of tooltip parameters.
Name
The display label of the tooltip parameter (this appears exactly as written).
Source
The source of the value to display.
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Additional Information - Rules, Tooltips, and
Parameters
You can find additional information on rules, rule parameters, and tooltip parameters in the following sections:
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"Quarantined Rules" below
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"List of Rule Parameters" on the next page
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"List of Tooltip Parameters" on page 258
Quarantined Rules
An internal mechanism automatically cancels rules that run for longer, and are therefore possibly invalid. If a
rule is cancelled repeatedly, the mechanism determines it as invalid and quarantines it, to prevent harm to the
system. The quarantine process occurs as follows:
1. If a calculation rule fails to return a result for a KPI/metric-based HI in one minute, the calculation is
interrupted. The KPI/HI’s status is No Data, and the <rule + KPI/HI> pair is now considered suspect.
(Sometimes this interruption fails and the rule continues to run; the goal of this quarantine mechanism is
to prevent this resource drain. In this case the result will be No Data as well.)
2. If a <rule + KPI/HI> pair is considered suspect twice in a 12 hour period (by default), it is quarantined for
one hour, and the KPI/HI's status is No Data.
3. If there are 10 concurrent suspect pairs that use the same rule, the rule is disabled for one week ("fully
quarantined"), and the KPI/HI's status is No Data during that time.
Both the JMX Console and APM infrastructure settings have many options for customizing the quarantine
mechanism (for example changing the default values of 720 minutes, one hour, one week); please contact
HPE Support if you need further details. You can get details on quarantined rules, and take pairs and rules out
of quarantine, using the JMX Console (APM-Platform:service=MarbleWorker). For example, you can use
the following methods to get information:
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getSuspectPairs gives a list of <rule + KPI/HI> pairs that are suspect.
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getQuarantinedPairs gives a list of <rule + KPI/HI> pairs that are quarantined.
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getFullyQuarantinedRules shows which rules are quarantined.
Note the following limitations:
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This mechanism does not work on rules inside a breakdown hierarchy.
The CI Status Alerts mechanism uses the same internal framework, so you may see a CI with No
Data, and receive a status alert on the CI. If the JMX details indicate a canceled rule, this explains the
brief inconsistency. Note that the alert is most likely relevant.
Quarantine Logs
Quarantine logs are located in APM/log/marble_worker_<worker
number>/marbleWorkerQuarantine.log.
This file contains the following data:
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A log for each failure. For example: 2013-10-31 10:02:50,324 [Calculation-Executor-1-0] (W_
RulesQuarantineManager.java:127) INFO - calculation of dimension:
3455cdbbd36041f5bd4bc0363ae79888 with rule ID 2147483647 had failed 8 times.
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A log for each quarantine operation. For example: 2013-10-31 08:54:21,443 [CalculationExecutor-1-0] (W_RulesQuarantineManager.java:706) WARN - Quarantining rule 36432 for
dimension ccfbf6addec249669d37e5c87dfa7591.
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A log for each "unquarantine" operation. For example: 2013-10-31 09:55:19,320 [UnQuarantineTimer-1] (W_RulesQuarantineManager.java:306) INFO - unQuarantining pair
2147483647/3455cdbbd36041f5bd4bc0363ae79888.
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If an operation was conducted using the JMX, the log message ends with the words "using the JMX". For
example: 2013-10-31 16:21:10,537 [Thread-47] (W_RulesQuarantineManager.java:794) WARN Quarantining rule 1 for dimension 3073862e785a4da786ebed8bd2b4c022 using the JMX.
JMX Statistics
You can obtain statistics on quarantined elements using the following JMX method:
The port for the marble worker JMX is: 29810 + x (x = the worker’s number; for example worker 1 =
29811).
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Then choose the “MarbleWorker” service.
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The method name is: showCurrentStatistics (without any parameters).
Example:
Statistics for: Quarantine Manager of customer-1 - (collected over 4 days 19 hours 4 min.):
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Total failure count : 0
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Total pairs quarantine count : 1
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Total rule quarantine count : 0
Statistics for: Calculator of customer (recent) -1 - (collected over 19 sec. 935 ms.):
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Total failure count (recent) : 0
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Total pairs quarantine count (recent) : 0
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Total rule quarantine count (recent) : 0
List of Rule Parameters
This topic is related to the following: "Customizing Rule Parameters and Thresholds" on page 237.
The rule parameters are as follows:
Parameter
Description
AtRiskWeight
The weight assigned to At Risk instances to provide more importance to
a specific status. You can assign any appropriate number with the
following specific cases: 1 is the default, 0 causes the status to be
ignored in the rule calculation, or a negative number is considered to be 1.
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Parameter
Description
Availability Field
Internal parameter for the sample field used to calculate availability; do
not modify this value.
BlockedWeight
The weight assigned to Blocked instances to provide more importance to
a specific status. You can assign any appropriate number with the
following specific cases: 1 is the default, 0 causes the status to be
ignored in the rule calculation, or a negative number is considered to be 1.
calc_method
For KPI rules, defines which indicators are used to calculate the KPI:
0 - HIs and child KPIs
1 - HIs only
2 - Child KPIs
3 - HIs; if none exist, use child KPIs
Default/Mandatory: 0/No
Calculate Volume By KPI
Internal parameter showing which KPI the rule uses for calculation; do not
modify this value.
clearNormalStatuses
If true, events with Normal status are not included in event-based HI
calculation. Note that if this is false, the setting of
reportNormalStatusesEvents is ignored.
Default: true; changing this default increases use of memory.
Critical weight
The weight assigned to the Critical status. You can assign any
appropriate number with the following specific cases: 1 is the default, 0
causes the status to be ignored in the rule calculation.
Divide by field
The name of the sample field whose sum is used together with the Sum
field parameter to generate a rule calculation result as follows:
Sum of <Sum field> / Sum of <Divide by field> = rule result.
DollarImpactFactor
The financial loss factor per hour. The financial loss factor is used to
calculate the financial impact of a CI non-availability.
duration
Service Health calculates CI status based on the samples received
during the duration period (defined in seconds). For example, if a CI has a
duration of 5 minutes, status is calculated based on the samples received
during the past 5 minutes.
Default: 15 minutes
Factor
The factor used to multiply the result of the operation performed on the
two fields, before comparing the result to the thresholds.
Field Name
The name of the sample field with a numeric value which is used to
calculate the rule result.
Final State
The final status of the incident received in the sample.
Default: Closed.
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Parameter
Description
first_choice_sample
The sample type to be used when calculating data regarding sessions or
connections.
By default, the following samples are used: rum_eu_t, rum_tcp_eu_t,
rum_server_t, and rum_tcp_server_t.
First Field Name
The name of the first field on which to apply the rule. The field must have
a numeric value.
Formula
The formula to be used to calculate the value or the status of the KPI to
which the Generic Formula rule is attached, for the time period specified
in the duration parameter.
HealthyWeight
The weight assigned to Healthy instances to provide more importance to
a specific status. You can assign any appropriate number with the
following specific cases: 1 is the default, 0 causes the status to be
ignored in the rule calculation, or a negative number is considered to be 1.
hi_list
For KPI rules, this is the list of HIs used to calculate the KPI.
Default/Mandatory: (empty list)/No
Initial State
The initial status of the incident received in the sample.
Default: Open.
InitStatus
Defines a different initial status of a group level CI's KPI until samples are
received. The default KPI status for rules that do not include an InitStatus
parameter is No data.
isGroovyRuleType
Internal for API rules; do not modify.
KPI Calculation Script
For API rules, defines the calculateKPI method implementation.
Default/Mandatory: (no default)/Yes
Latency Color field
The name of the sample field which contains latency data.
logic
Specifies the type of calculation the rule should perform. The valid values
can be a subset of: maximum, minimum, average, or weightedaverage.
Major weight
The weight assigned to the Major status. You can assign any appropriate
number with the following specific cases: 1 is the default, 0 causes the
status to be ignored in the rule calculation, or a negative number is
considered to be 1.
Maximum number of
samples
The number of most recent samples to be included in the API Sample
Rule calculation.
maxNumOfDisplayedEvents
The maximum number of events that can be displayed in an event-based
HI tooltip.
Default: 8; raising this default increases use of memory.
mean_value_field_name
The name of the sample field whose values are used as the mean in
calculating the baseline.
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Parameter
Description
Minor weight
The weight assigned to the Minor status. You can assign any appropriate
number with the following specific cases: 1 is the default, 0 causes the
status to be ignored in the rule calculation.
No data timeout
The timeout period for a KPI. Defines the number of seconds from the
time the last sample was received for the KPI, until the KPI is timed out at which point the KPI changes to No data). The default value for this
property should be changed with caution. Note that a different default
value may actually be used for Business Process Monitor transaction
CIs.
Number of Consequent
Samples
The number of consecutive occurrences that are required in order for a
measurement's status to change. For example, if the parameter is set to 3
and there are three consecutive critical measurements, the status of the
measurements is set to critical.
Number of Problematic
Samples
The number of samples that have the required status. A specified number
of samples (specified in the Total Number of Samples parameter) is
accumulated. The status of the rule changes to a new status only when,
among the accumulated samples, the specified number of samples
(specified in the Number of Problematic Samples parameter) has the
new status. For example, Total Number of Samples=5, Number of
Problematic Samples=3; if three samples in the accumulated samples
have a red status, the rule status changes to red.
OK weight
The weight assigned to the OK status. You can assign any appropriate
number with the following specific cases: 1 is the default, 0 causes the
status to be ignored in the rule calculation.
Operator
The operator used to calculate the result of the first and second fields. It
can be:
+, -, *, or /.
PassedStatus
Status level that is set to serve as the lowest limit above which the
instances are considered for the status calculation.
Example: If PassedStatus is defined as 15 (Warning), all instances
with status 15 or more (OK, or Warning) are PassedStatus instances.
The instances with lower levels (Minor, Major, or Warning) are not taken
into consideration in the status calculation.
relevant_samples
Provides information about the sample on which the rule's calculations
are based. This parameter is used only in RUM Application / End User /
Locations Session Statistics Monitor Availability / Performance / Volume
rules.
reportNormalStatusesEvents If true, events with Normal status are displayed in event-based HI
tooltips. Note that if the setting of clearNormalStatuses is false, the
setting of reportNormalStatusesEvents is ignored.
Default: false; changing this default increases use of memory.
Rule Template Setting Key
Internal for API rules; do not modify.
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Parameter
Description
Sample Fields
For API rules, defines the list of sample fields whose values can be
included in the calculation.
Default/Mandatory: (no default)/No
sample_group_by_fields
Provides information about the fields by which the samples are grouped.
Samples are sent for each engine ID, location ID, end-user subgroup, and
application. When a rule is calculated for one of these (for example for
application), this parameter contains details regarding the other three
elements. Samples are then aggregated based on the intersection of
application with each of the three elements (engine, location, end-user).
Second Field Name
The name of the second field on which to apply the rule. The field must
have a numeric value.
Severity
The severity of the sample incident that is used in the calculations.
The values are:
5 – very low
4 – low
3 – medium
2 – urgent
1 – critical
StatusDimension
Defines the ID of the KPI for which the other rule parameters apply when
you want to use KPIs other than Availability.
std_field_name
The name of the sample field whose values are used as the standard
deviation in calculating the baseline.
Strict policy calculation
Defines the conditions under which a measurement's status can improve.
If the parameter value is true, a measurement's status can improve only
when the full number of consecutive statuses are received. If the
parameter value is false, a single "better" measurement can change the
measurement's status.. For example, if the second option is defined, if
the measurement's status is red and an OK measurement is received, the
status changes to green.
Sum field
The name of the sample field whose sum is used together with the Divide
by field parameter to generate a rule calculation result as follows:
Sum of <Sum field> / Sum of <Divide by field> = rule result.
Time Stamp Field
The name of the time stamp field in the external source sample, if its
name is not time_stamp.
Tooltip show all
measurements
Defines whether the HI tooltip shows values of all the measurements that
contributed to the HIs status (default: false).
Total Number of Samples
The total number of samples. See Number of Problematic Samples
parameter for more details.
tracking period id
Internal. This parameter must not be modified.
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Parameter
Description
volumeKPI
The KPI number of the Volume KPI (in EUM). Used to calculate rules in
EUM group rules.
Warning Weight
The weight assigned to the Warning status. You can assign any
appropriate number with the following specific cases:
1 is the default.
0 causes the status to be ignored in the rule calculation.
List of Tooltip Parameters
This topic is related to the following: "Customizing Tooltips" on page 244.
The following table lists the tooltip parameters and their descriptions:
Parameter
Description
% Available
TX
The percentage of available transactions.
Affected By
The measurements which influenced the HI.
Alert
Description
The full description of the alert.
Application
Exceptions
The number of application exceptions monitored by Diagnostics.
At risk
backlog
The number of instances with At risk status.
Availability
In EUM, the weighted average availability based on the total number of users accessing a
page.
Availability
(%)
The availability of a Business Process Monitor or Real User Monitor transaction.
Average
The average status of the CI.
Average
Duration
The duration of the completed transactions minus the duration of the failed transactions
divided by the total number of transactions.
Average For
The time period for which the average response time/average availability was calculated.
This time period is defined in the file for the CI.
Average Net
Time
The average net time (total time minus user time) of a transaction monitored by Real User
Monitor.
Average
Response
Time
The average response time for a transaction.
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Parameter
Description
Average
Time
The average latency of all of the server requests on the Virtual Machine monitored by the
Probe over the last five minute period.
Avg.
Availability
The percentage of successful runs for the parent transaction during a time period up to the
last received update.
Backend
Average
Response
The average backend duration for successful, completed transactions.
Backend
Maximum
Response
The maximum backend duration for successful, completed transactions.
Backend
Minimum
Response
The minimum backend duration for successful, completed transactions.
Backlog
count
The number of backlogged (in-process) transactions.
Bandwidth
The number of bytes that represents the traffic between the Real User Monitor application
server and clients.
Blocked
backlog
The number of instances with Blocked status.
Business
Loss
The financial loss calculated for the CI.
Business
Rule
The name of the rule that calculates the KPI status or value.
Calculation
Logic
The value of logic rule parameter.
Calculation
duration
Status status is calculated based on the samples received during the specified duration.
Calculation
Time
The last calculation time on the Business Logic Engine machine.
Calendar
The calendar used for calculating PNR. For details, see "Calendars for SLAs" on page
526.
Calls per
minute
The number of calls per minute to the selected Web services or Operations.
Caused By
The name of the KPIs that caused unavailability.
CI Name
The name of the CI.
Class Type
The CI's CI Type.
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Parameter
Description
Component
Availability
The availability of the Real User Monitor (for a monitor CI) or the status of the monitor with
the worst status (for a group CI).
Count
The number of instances that completed the monitored step or group of steps in the most
recent collection interval for the tooltip.
Critical
instances
The number of instances with Critical status.
Critical
samples
The number of samples with Critical status.
Delays Rate
The percentage of failed in-process transactions out of the total completed transactions.
Delays Value The total value of failed in-process transactions.
Delays Value
The total value of failed in-process transactions.
Description
A description of the CI (the first one represents UDX and the second one represents
EMS). Only the value relevant to the context is displayed.
Downtime
Until
The date and time that downtime is due to finish for a CI.
End User
Average
Response
The average end user duration for successful, completed transactions.
End User
Maximum
Response
The maximum end user duration for successful, completed transactions.
End User
Minimum
Response
The minimum end user duration for successful, completed transactions.
End-to-end
Average
Response
The average duration for successful, completed transactions.
End-to-end
Maximum
Response
The maximum duration for successful, completed transactions.
End-to-end
Minimum
Response
The minimum duration for successful, completed transactions.
EMS Events
The samples description. The samples are separated from each other by a horizontal line.
Error
Message
The error message that appears in the sample.
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Parameter
Description
Exceptions
Count
The amount of exceptions generated over the last five minute period.
Exceptions
Rate
The percentage of transactions that did not follow the expected flow path on the target
machine, out of the total in-process transactions.
Exceptions
Value
The total value of transactions that did not follow the expected flow path on the target
machine.
Failed TX
Count
The number of transactions that failed.
Failed TX
Impact
The financial loss (in $) due to transactions that failed.
Failures rate
The percentage of failed completed transactions out of the total number of completed
transactions.
Formula
The formula that is used to calculate the KPI status and value.
Grouping
List the number of tickets with the specified status.
Healthy
backlog
The number of instances with Healthy status.
Hidden Child
CIs
Child CIs not currently displayed.
Historical
Average
The average status for the CI over a period of time.
Historical
Worst
The worst status for the CI over a period of time.
History Type
The history calculation type to be used when calculating history status. Values can be:
Worst, Average, or None (no history status displayed). The value of the parameter is
assigned to the HistoryType rule global parameter. For details, see "List of Tooltip
Parameters" on page 258. If the value is none, the historical information is not displayed.
Host
The name of the machine associated with the monitor.
Informational
One of the thresholds used when defining status for the CI. The CI changes to
Informational (green) status when the CI's score is equal to or smaller than this value. Informational
instances
The number of instances with status Informational.
Invisible
Calculated
Children
All of the child CIs belonging to other views, which are connected to this CI but do not
belong to this view.
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Parameter
Description
Invisible
Children
The number of child CIs of the selected CI, that exist in the RTSM, are hidden in the
current view, and have at least one KPI assigned to them. This parameter is displayed as:
Hidden child CIs (with attached KPIs) in the tooltip itself. For details on Invisible
Children, see How to Find Visible and Hidden Child CIs in the the APM User Guide.
Last Status
Change
The date and time of the last status (color) change of the CI.
Last update
The date and time that the last update for the CI was received by Service Health.
Late TX
Impact
The financial loss (in $) due to transactions that were late.
Latency
The average round trip time for a packet. (The time it takes for a packet to go from the
client to the server and back from the server to the client). The latency information is
provided by the Real User Monitor sample.
Location
The location of the CI if a location has been specified.
Major
One of the thresholds used when defining status for the CI. The CI changes to Major
(orange) status when the CI's score is equal to or smaller than this value.
Major
instances
The number of instances with Major status.
Major
samples
The number of samples with Major status.
Max
Response
Time
The maximum response time for a transaction.
Max Time
The maximal time an Diagnostics transaction has run in seconds.
Max
The maximum time that the item may be unavailable, according to the SLA.
Unavailability
Maximum
The maximum value of the instances that passed through the monitored step or group of
steps, during the last collection interval.
Measurement
The name of the measurement from SiteScope.
Message
One or more values returned by the monitor the last time it ran, as displayed in SiteScope.
This may simply be the retrieval time and file size or it may include specific parameters for
a server component.
Min
Response
Time
The minimum response time as provided by the Deep Transaction Tracing sample.
Min Status
The value of the PassedStatus rule parameter.
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Parameter
Description
Minimum
The minimum duration of the instances that passed through the monitored step or group of
steps, during the last collection interval
Minor
One of the thresholds used when defining status for the CI. The CI changes to Minor
(yellow) status when the CI's score is equal to or smaller than this value.
Minor
instances
The number of instances with Minor status.
Minor
samples
The number of samples with Minor status.
Monitor
The monitor type that the CI represents.
Network
Availability
The percentage of successful connections.
Number of
Actions
The number of actions on the application.
Number of
Connections
The number of connections monitored by Real User Monitor.
Number of
Error Events
The number of error-type events monitored by Real User Monitor.
Number of
Information
Events
The number of informational events monitored by Real User Monitor.
Number of
instances
The number of instances that completed the monitored step or group of steps.
Number of
Open
Sessions
The number of open sessions on the application, EUG subgroup, or location.
Number of
Performance
Events
The number of performance-type events monitored by Real User Monitor.
Number of
tickets
The number of current ticket that have the specified initial and final state.
Number of
Transaction
Hits
The number of times a transaction was completed successfully.
Number of
transactions
The total number of successful, completed transactions.
OK
One of the thresholds used when defining status for the CI. The CI changes to OK (green)
status when the CI's score is equal to or smaller than this value.
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Parameter
Description
OK Instances
The number of instances with OK status.
OK samples
The number of samples with OK status.
Open Time
The date and time when the alert was issued.
owned By
The owner of the CI in HPE OpenView (the first one represents UDX and the second one
represents EMS). Only the value relevant to the context is displayed.
Performance
The average download time, for a Real User Monitor CI.
Performance
(%)
The percentage of Real User Monitor sessions without performance events.
Platform
Indicates the platform (J2EE or .NET) on which the monitored application is running.
PNR
Availability
The item's SLA availability percentage the last time data was polled.
PNR Time
Left
The amount of time left for that measurement before the SLA is in breach of contract.
Response
Time
Threshold
The threshold of the response time as provided by the Deep Transaction Tracing sample.
Score
The percentage of green and yellow child CIs. This is a weighted percentage if any of the
child CIs have a weight > 1 (check this by viewing the tooltips for the child CIs).
Note that Service Health is calculating status using the refined percentage method if a
percentage is displayed for Score and the group or subgroup status is yellow.
If Service Health is calculating status for the group/subgroup using the dominant child
method, the message n/a (Using dominant child) is displayed.
Server
Requests
Count
(BPM Transaction tooltips only.) The amount of server requests over the last five minute
period.
Server Time
(BPM Transaction tooltips only.) The average time taken for the server to process the
transaction.
Severity
The severity of the SiteScope measurement (the first one represents UDX and the second
one represents EMS). Only the value relevant to the context is displayed.
Short Name
The name of the SAP CCMS measurement where the alert occurred.
SLA
The name of the SLA attached to this CI
State
The SAP state of the alert: Active.
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Parameter
Description
Status
CI or indicator status (calculated according to one of the status calculation methods).
It may also display:
Not up to date for decayed CIs, indicating that the CI has passed its timeout period. (For
a SiteScope CI, this status is displayed after a SiteScope monitor is disabled.)
Stopped when a Business Process is stopped.
Status
Can be defined as OK, Warning or Critical.
Status for
The value of the rule's duration parameter.
Target
Availability
The percentage of time that the item must be available to match the `Exceeded' threshold,
according to the SLA.
Timeout
Count
The amount of timeouts that occurred during the last five minute period.
Total
The total number of hits/transactions for Real User Monitor.
Total number
of incidents
The total number of incidents.
Total TX
Count
The total of the number of transactions that failed and the number of late transactions.
Total TX
Impact
The financial loss (in $) due to transactions that failed added to the transactions that were
late.
Tracking
Period
The tracking period used to calculate the PNR. For details, see "Tracking Periods Dialog
Box" on page 447.
Transaction
The name of the parent transaction for the CI.
Transaction
Count
The number of transactions monitored by Diagnostics.
Transaction
Server Time
The average server time of a transaction monitored by Real User Monitor.
Transaction
Total Time
The average total time of a transaction monitored by Real User Monitor.
Transactions
volume
The number of completed transactions.
Trend
The trend of the KPI's status.
Under
threshold
calls
The number of calls that are under the threshold defined for the Availability KPI.
Value
The value of the field in the sample.
Value
The sum of the values of the fields in the sample.
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Parameter
Description
Value For
The collection interval for which the HI is calculated.
Volume
The number of hits in Real User Monitor.
Warning
One of the thresholds used when defining status for the CI. The CI changes to Warning
(light green) status when the CI's score is equal to or smaller than this value.
Warning
instances
The number of instances with Warning status.
Warning
samples
The number of samples with Warning status.
Weighted
Average
The value of the weighted average duration calculated by the rule.
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Calculation Rules
The Service Health KPI and HI calculation rules (also called business rules) receive data collected from CIs,
process the data, and generate KPI and HI statuses based on these calculations.
For details on how to modify rules, see "Customizing KPI and HI Calculation Rules" on page 229.
The following sections provide details about these rules:
l
"Diagnostics Calculation Rules" below
l
"End User Management Calculation Rules" on page 269
l
"General Calculation Rules" on page 293
l
"Integrations Calculation Rules" on page 307
l
"SAP and Siebel Calculation Rules" on page 309
l
"Service Manager Calculation Rules" on page 313
l
"SiteScope Calculation Rules" on page 314
l
"SOA Calculation Rules" on page 321
Diagnostics Calculation Rules
The following section describes the Diagnostics calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
Rule (Rule #)
Description
Diagnostics for J2EE/.Net General
(1075)
This rule is deprecated in BSM 9.x.
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Rule (Rule #)
Description
Diagnostics Synthetic User Backend
Application Exceptions Rule
(50001)
Returns application exceptions for BPM transactions, as
seen by HPE Diagnostics.
Rule Parameters:
Tooltip Parameters:
None
"Status" on page 265
"Business Rule" on page
259
"Last Status Change" on
page 262
"Application Exceptions" on
page 258
"Status for" on page 265
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"OK" on page 263
Diagnostics Synthetic User Backend
Average Response Time Rule
(50000)
Calculates the average response time for BPM
transactions, as seen by HPE Diagnostics
Rule Parameters:
Tooltip Parameters:
None
"Status" on page 265
"Business Rule" on page
259
"Last Status Change" on
page 262
"Average Response Time"
on page 258
"Status for" on page 265
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"OK" on page 263
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Rule (Rule #)
Description
Diagnostics Synthetic User Backend Max
Server Request Duration Rule
(50002)
Returns the maximum server request duration for BPM
transactions, as seen by HPE Diagnostics.
Rule Parameters:
Tooltip Parameters:
None
"Status" on page 265
"Business Rule" on page
259
"Last Status Change" on
page 262
"Max Response Time" on
page 262
"Status for" on page 265
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"OK" on page 263
End User Management Calculation Rules
The following section describes the EUM calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule (Rule #)
Description
Average
Availability of
Weighted
Volume
(55)
This KPI rule calculates the weighted average availability of child CIs, based on the
Volume and Availability KPIs. The rule generates a status for the KPI based on this
calculation. The rule can be used for a KPI on a CI collection, BTF, or application.
This rule is applicable for Real User Monitor, which uses the Volume KPI.
For example, if the KPI is on an application which has BTs as child CIs, the rule looks at
the Volume and Availability KPIs on the BTs, and calculates the weighted average for
the application.
If there is no volume on a child CI, its volume is calculated as 1.
If the rule is on an application, and the application also has HIs contributing to the
Availability KPI, the rule calculates the weighted average based on the child CIs. The
rule then compares that to the HIs on the CI, and shows the worst status between the
calculated value and the values of all contributing HIs.
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on page 291.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Availability" on page 258
"Calculate Volume By KPI" on page 254
"Business Rule" on page 259
"hi_list" on page 255
"Last Status Change" on page 262
"volumeKPI" on page 258
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
Average
Network of
Weighted
Volume
(93)
This KPI rule calculates the weighted average network availability of child CIs, based on
the Volume (number of sessions) and Network KPIs. The rule generates a status for the
KPI based on this calculation. The rule can be used for a KPI on an end user group. This
rule is applicable for Real User Monitor, which uses the Volume KPI.
For example, if the KPI is on an EUG which has subnets as child CIs, the rule looks at
the Volume and Network KPIs on the subnets, and calculates the weighted average
network availability for the end user group. If there is no volume on a child CI, its volume
is calculated as 1.
If the rule is on an EUG, and the EUG also has HIs contributing to the Network KPI, the
rule calculates the weighted average based on the child CIs. The rule then compares
that to the HIs on the CI, and shows the worst status between the calculated value and
the values of all contributing HIs.
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on page 291.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Business Rule" on page 259
"Calculate Volume By KPI" on page 254
"Last Status Change" on page 262
"hi_list" on page 255
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"Network Availability" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
Average
Performance
of Weighted
Volume
(65)
This KPI rule calculates the weighted average performance of child CIs, based on the
Volume and Performance KPIs. The rule generates a status for the KPI based on this
calculation. The rule is applicable for Real User Monitor, which uses the Volume KPI.
The rule can be used for a KPI on an end user group, CI collection, BTF, or application. If
the rule is used on a transaction it looks at the volume of all transaction hits; if it is on an
end user group it looks at all sessions or connections.
For example, if the KPI is on an application which has BTs as child CIs, the rule looks at
the Volume and Performance KPIs on the BTs, and calculates the weighted average for
the application. If there is no volume on a child CI, its volume is calculated as 1.
If the rule is on an application and the application also has HIs contributing to the
Performance KPI, the rule calculates the weighted average based on the child CIs,
compares that to the HI on the CI, and shows the worst of these two statuses.
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on page 291.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Business Rule" on page 259
"Calculate Volume By KPI" on page 254
"Last Status Change" on page 262
"hi_list" on page 255
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
Average
Performance
of Weighted
Volume
(Available
Hits)
(64)
This rule calculates the weighted average performance status of child CIs, based on the
Volume (total available hits) and Performance KPIs, using available transaction hits
only. The rule generates a status for the KPI based on this calculation. The rule can be
used for a KPI on a CI collection, BTF, or application; the rule is applicable for Real User
Monitor, which uses the Volume KPI.
For example, if the KPI is on an application which has BTs as child CIs, the rule looks at
the Volume (total available hits) and Performance KPIs on the BTs, and calculates the
weighted average for the application. If there is no volume on a child CI, its volume is
calculated as 1.
If the rule is on an application and the application also has HIs contributing to the
Performance KPI, the rule calculates the weighted average of available hits on the child
CIs, compares that to the HI on the CI, and shows the worst of these two statuses.
Note: If this rule is used for a KPI on a CI collection which contains CI collections as
child CIs, the child CIs must also have a KPI which uses this rule in order for the parent
to use the rule.
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on page 291.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Business Rule" on page 259
"Calculate Volume By KPI" on page 254
"Last Status Change" on page 262
"hi_list" on page 255
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
EUM Sum of
Volumes(4000)
This KPI rule calculates the sum of the volume in the HIs and KPIs on which the
calculation is based. Its status is always informational or no data.
The rule is used on a transaction to measure total transaction hits; it is not used on an
application.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Business Rule" on page 259
"hi_list" on page 255
"Max Time" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Total" on page 265
"Warning" on page 266
Real User
Application
Actions
Volume Rule
(3806)
Real User
Application
Open Sessions
Rule
(3815)
Counts the total number of actions on the application, during the time period specified by
the duration parameter.
Rule Parameters:
Tooltip Parameters:
"Field Name" on page 254
"Number of Actions" on page 263
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
The rule counts the number of sessions open on the application, based on the last
sample received from Real User Monitor.
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Number of Open Sessions" on page 263
"relevant_samples" on page 256
"Status" on page 265
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
"Major" on page 262
"OK" on page 263
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Rule (Rule #)
Description
Real User
Application
Sessions
Availability
Rule
(3822)
Based on the last sample received from Real User Monitor, the rule calculates average
availability of sessions on the application.
Availability is calculated based on the percentage of sessions with errors out of the total
number of sessions, using the following sample fields:
(1 – sum (op_se_with_err_count) / sum (active_session_count) ) * 100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Note: This threshold can be changed in Admin > Platform > Setup and Maintenance
> Infrastructure Settings > Applications > End User/System Availability
Management > Data > Real User Monitor sessions availability threshold (%).
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Availability (%)" on page 258
Real User
Application
Sessions
Performance
Rule
(3819)
Based on the last sample received from Real User Monitor, the rule calculates average
performance of sessions on the application. A session is considered to have a
performance event if any of its pages or actions had a performance event.
Performance is calculated based on the percentage of sessions with performance
events, out of the total number of sessions, using the following sample fields:
(1 – sum (op_se_with_perf_count) / sum (active_session_count) )*100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Note: This threshold can be changed in Admin > Platform > Setup and Maintenance
> Infrastructure Settings > Applications > End User/System Availability
Management > Data > Real User Monitor sessions performance threshold (%).
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Performance (%)" on page 264
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Rule (Rule #)
Description
Real User
Bandwidth
Rule
(3818)
Displays the amount of TCP traffic between the application server and clients, during
the time period specified by the duration parameter. TCP traffic is in megabytes, and
includes traffic in both directions.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Bandwidth" on page 259
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calculation duration" on page 259
Real User
Connections
Availability
Rule
(3814)
Calculates the average availability of connections monitored by Real User Monitor,
during the time period specified by the duration parameter.
l
l
Availability status is calculated based on the sum of the sample field tot_conn_
success_color; if the value is > 0 the status is OK, otherwise the status is Critical.
Availability value is calculated based on the number of successful and unsuccessful
connections, using the following sample fields:
Availability = sum (tot_conn) - sum (tot_conn_refused) - sum (tot_conn_timeout) / sum
(tot_conn) * 100 (to give a percentage).
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Last Status Change" on page 262
"Status for" on page 265
"Caused By" on page 259
"Availability (%)" on page 258
Real User
Connections
Volume Rule
(3807)
Counts the total number of connections during the time period specified by the duration
parameter.
Rule Parameters:
Tooltip Parameters:
"Field Name" on page 254
"Number of Connections" on page 263
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
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Rule (Rule #)
Description
Real User EUG Displays the average roundtrip time for a packet, between the client and the server for an
Subgroup
end user group monitored by Real User Monitor, during the time period specified by the
Latency Rule
duration parameter.
(3808)
Rule Parameters:
Tooltip Parameters:
"Latency Color field" on page 255
"Status" on page 265
"duration" on page 254
"Latency" on page 262
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calculation duration" on page 259
Real User EUG
Subgroup
Open Sessions
Rule
(3816)
The rule counts the number of sessions open on the end-user group subgroup, based on
the last sample received from Real User Monitor.
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Number of Open Sessions" on page 263
"relevant_samples" on page 256
"Status" on page 265
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
"Major" on page 262
"OK" on page 263
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Rule (Rule #)
Description
Real User EUG
Subgroup
Sessions
Availability
Rule
(3823)
Based on the last sample received from Real User Monitor, the rule calculates average
availability of sessions on the end-user group subgroup.
Availability is calculated based on the percentage of sessions with errors out of the total
number of sessions, using the following sample fields:
(1 – sum (op_se_with_err_count) / sum (active_session_count)) * 100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Note: This threshold can be changed in Admin > Platform > Setup and Maintenance >
Infrastructure Settings > Applications > End User/System Availability Management >
Data > Real User Monitor sessions performance threshold (%).
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Availability (%)" on page 258
Real User EUG
Subgroup
Sessions
Performance
Rule
(3820)
Based on the last sample received from Real User Monitor, the rule calculates average
performance of sessions on the end-user group subgroup. A session is considered to
have a performance event if any of its pages or actions had a performance event.
Performance is calculated based on the percentage of sessions with performance
events, out of the total number of sessions, using the following sample fields:
(1 – sum (op_se_with_perf_count) / sum (active_session_count))*100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Performance (%)" on page 264
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Rule (Rule #)
Description
Real User
Error Events
Rule
(3804)
Counts the total number of error events during the time period specified by the duration
parameter.
Real User
Information
Events Rule
(3803)
Rule Parameters:
Tooltip Parameters:
"Field Name" on page 254
"Number of Error Events" on page 263
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
Counts the total number of information events during the time period specified by the
duration parameter.
Rule Parameters:
Tooltip Parameters:
"Field Name" on page 254
"Number of Information Events" on page
263
"Time Stamp Field" on page 257
"duration" on page 254
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calculation duration" on page 259
Real User
Location
Latency Rule
(3809)
Displays the average roundtrip time for a packet, between the client and the server for a
location monitored by Real User Monitor, during the time period specified by the
duration parameter.
Rule Parameters:
Tooltip Parameters:
"Latency Color field" on page 255
"Status" on page 265
"duration" on page 254
"Latency" on page 262
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calculation duration" on page 259
Real User
Location Open
Sessions Rule
(3817)
The rule counts the number of sessions open on the location, based on the last sample
received from Real User Monitor.
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Number of Open Sessions" on page 263
"relevant_samples" on page 256
"Status" on page 265
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
"Major" on page 262
"OK" on page 263
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Rule (Rule #)
Description
Real User
Location
Sessions
Availability
Rule
(3824)
Based on the last sample received from Real User Monitor, the rule calculates average
availability of sessions on the location.
Availability is calculated based on the percentage of sessions with errors out of the total
number of sessions, using the following sample fields:
(1 – sum (op_se_with_err_count) / sum (active_session_count)) * 100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Note: This threshold can be changed in Admin > Platform > Setup and Maintenance
> Infrastructure Settings > Applications > End User/System Availability
Management > Data > Real User Monitor sessions availability threshold (%).
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Availability (%)" on page 258
Real User
Location
Sessions
Performance
Rule
(3821)
Based on the last sample received from Real User Monitor, the rule calculates average
performance of sessions on the location. A session is considered to have a performance
event if any of its pages or actions had a performance event.
Performance is calculated based on the percentage of sessions with performance
events, out of the total number of sessions, using the following sample fields:
(1 – sum (op_se_with_perf_count) / sum (active_session_count))*100
If the value is greater than the threshold (98% by default), the status is OK; otherwise it
is Critical.
Note: This threshold can be changed in Admin > Platform > Setup and Maintenance
> Infrastructure Settings > Applications > End User/System Availability
Management > Data > Real User Monitor sessions performance threshold (%).
Rule Parameters:
Tooltip Parameters:
"sample_group_by_fields" on page 257
"Status" on page 265
"relevant_samples" on page 256
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Last Status Change" on page 262
"duration" on page 254
"Status for" on page 265
"No data timeout" on page 256
"Caused By" on page 259
"Performance (%)" on page 264
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Rule (Rule #)
Description
Real User
Number of
Transaction
Hits Rule
(3802)
Counts the total number of times that a transaction monitored by Real User Monitor was
completed, during the time period specified by the duration parameter.
Rule Parameters:
Tooltip Parameters:
"Availability Field" on page 254
"Number of Transaction Hits" on page 263
"Field Name" on page 254
"Status" on page 265
"Time Stamp Field" on page 257
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
"Major" on page 262
"OK" on page 263
Real User
Performance
Events Rule
(3805)
Counts the total number of performance events during the time period specified by the
duration parameter.
Rule Parameters:
Tooltip Parameters:
"Field Name" on page 254
"Number of Performance Events" on page
263
"Time Stamp Field" on page 257
"duration" on page 254
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calculation duration" on page 259
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Rule (Rule #)
Description
Real User
Transaction
Availability
Rule
(3812)
Calculates availability of a transaction monitored by Real User Monitor, during the time
period specified by the duration parameter.
The samples contain information on how many transactions were available (passed) and
how many were not available (failed).
The rule calculates availability status using the following calculation: Number of
available transactions - (total number of transactions * availability threshold).
For example, suppose the threshold is 98%. For each available transaction the rule
calculates: 1 - (1 * 0.98) = 0.02, and for each unavailable transaction it calculates: 0 (1*0.98) = -0.98.
These values are then added together for the time period specified in the duration
parameter. If the result is positive, the health indicator status is OK; if the result is
negative, its status is Critical.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Availability (%)" on page 258
"Business Rule" on page 259
"Last Status Change" on page 262
"Status for" on page 265
"Caused By" on page 259
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Rule (Rule #)
Description
Real User
Transaction
Performance
Rule
(3813)
Calculates the average performance of a transaction monitored by Real User Monitor,
during the time period specified by the duration parameter.
The samples contain information on how many sessions had acceptable response time
(OK status) and how many were problematic (Critical status).
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on page 291.
Note: Although Real User Monitor sends samples with either OK or Critical status (and
not Minor), the rule result can be Minor based on the average of the statuses in the
sample.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Last Status Change" on page 262
"Status for" on page 265
"Caused By" on page 259
"Critical samples" on page 260
"Minor samples" on page 263
"OK samples" on page 264
"Average Net Time" on page 258
Real User
Transaction
Server Time
Rule
(3811)
Real User
Transaction
Total Time
Rule
(3810)
Displays the average server time of a transaction monitored by Real User Monitor,
during the time period specified by the duration parameter.
Rule Parameters:
Tooltip Parameters:
"Sum field" on page 257
"Transaction Server Time" on page 265
"Divide by field" on page 254
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
Displays the average total time of a transaction monitored by Real User Monitor, during
the time period specified by the duration parameter.
Rule Parameters:
Tooltip Parameters:
"Sum field" on page 257
"Transaction Total Time" on page 265
"Divide by field" on page 254
"Business Rule" on page 259
"duration" on page 254
"Last Status Change" on page 262
"No data timeout" on page 256
"Calculation duration" on page 259
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Rule (Rule #)
Description
RUM
Application
Session
Statistics
Monitor
Availability
Rule (pre-9.0)
(56)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with availability events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Availability" on page 258
"No data timeout" on page 256
"Business Rule" on page 259
"relevant_samples" on page 256
"Last Status Change" on page 262
"sample_group_by_fields" on page 257
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
RUM
Application
Session
Statistics
Monitor
Performance
Rule (pre-9.0)
(66)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with performance events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"relevant_samples" on page 256
"Major" on page 262
"sample_group_by_fields" on page 257
"Minor" on page 263
"volumeKPI" on page 258
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
RUM End User
Monitor
Latency Rule
(pre-9.0)
(92)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the average roundtrip time for a packet, between the end users and the
server monitored by the Real User Monitor, during the time period specified by the
duration parameter for the rule. The status is calculated based on the defined threshold.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"first_choice_sample" on page 255
"Last Status Change" on page 262
"No data timeout" on page 256
"Latency" on page 262
"relevant_samples" on page 256
"Major" on page 262
"sample_group_by_fields" on page 257
"Minor" on page 263
"volumeKPI" on page 258
"OK" on page 263
"Status" on page 265
"Warning" on page 266
RUM End User
Monitor
Network Rule
(pre-9.0)
(91)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the network availability, based on successful TCP connections. Connection
resets and timeouts are considered unsuccessful connections.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"volumeKPI" on page 258
"Major" on page 262
"Minor" on page 263
"Network Availability" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
RUM End User
Session
Statistics
Monitor
Availability
Rule (pre-9.0)
(57)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with availability events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Availability" on page 258
"No data timeout" on page 256
"Business Rule" on page 259
"relevant_samples" on page 256
"Last Status Change" on page 262
"sample_group_by_fields" on page 257
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
RUM End User
Session
Statistics
Monitor
Performance
Rule (pre-9.0)
(67)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with performance events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"relevant_samples" on page 256
"Major" on page 262
"sample_group_by_fields" on page 257
"Minor" on page 263
"volumeKPI" on page 258
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
RUM Location
Session
Statistics
Monitor
Availability
Rule (pre-9.0)
(58)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with availability events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Availability" on page 258
"No data timeout" on page 256
"Business Rule" on page 259
"relevant_samples" on page 256
"Last Status Change" on page 262
"sample_group_by_fields" on page 257
"Major" on page 262
"volumeKPI" on page 258
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
RUM Location
Session
Statistics
Monitor
Performance
Rule (pre-9.0)
(68)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the result as follows: 100% x (total number of active sessions - number
of active sessions with performance events)/total number of active sessions. If
more than one sample is used for the calculation, the sum is weighted, where the weight
is the total number of sessions (volume).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"relevant_samples" on page 256
"Major" on page 262
"sample_group_by_fields" on page 257
"Minor" on page 263
"volumeKPI" on page 258
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
RUM
Transaction
Monitor
Availability
Rule (pre-9.0)
(51)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the percentage of available transactions (out of the total number of
transactions), over the time period specified in the duration parameter for the rule. A
transaction is considered available when all pages accessed by the transaction are
available.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Availability" on page 258
"No data timeout" on page 256
"Business Rule" on page 259
"volumeKPI" on page 258
"Last Status Change" on page 262
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Warning" on page 266
RUM
Transaction
Monitor
Performance
Rule (pre-9.0)
(61)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the percentage of transactions (out of the total number of transactions) that
do not have pages with a performance problem. A page is considered to have a
performance problem when page time is over the threshold.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"volumeKPI" on page 258
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Performance" on page 264
"Status" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
RUM
Transaction
Monitor
Volume Rule
(pre-9.0)
(71)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Counts the total number of times that a transaction monitored by Real User Monitor was
completed, during the time period specified by the duration parameter for the rule.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Business Rule" on page 259
"No data timeout" on page 256
"Last Status Change" on page 262
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Volume" on page 266
"Warning" on page 266
Synthetic User
Transaction
Availability
Rule
(3800)
Calculates availability of Business Process Monitor transactions during the time period
specified by the duration parameter.
The samples contain information on how many transactions were available (passed) and
how many were not available (failed).
The rule calculates availability status using the following calculation: Number of
available transactions - (total number of transactions * availability threshold).
For example, suppose the threshold is 98%. For each available transaction the rule
calculates: 1 - (1 * 0.98) = 0.02, and for each unavailable transaction it calculates: 0 (1*0.98) = -0.98.
These values are then added together for the time period specified in the duration
parameter. If the result is positive, the health indicator status is OK; if the result is
negative, its status is Critical.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Availability (%)" on page 258
"Business Rule" on page 259
"Last Status Change" on page 262
"Status for" on page 265
"Caused By" on page 259
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Rule (Rule #)
Description
Synthetic User
Transaction
Performance
Rule
(3801)
Calculates the average performance of Business Process Monitor transactions, during
the time period specified by the duration parameter.
The samples contain information on how many transactions had acceptable response
times (OK status) and how many were problematic (Critical status).
For an example of weighted average calculation, and details on changing weights, see
"Understanding the EUM Weighted Average Rules " on the next page.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Last Status Change" on page 262
"Status for" on page 265
"Caused By" on page 259
"Critical samples" on page 260
"Minor samples" on page 263
"OK samples" on page 264
"Average Response Time" on page 258
Transaction
Availability
Rule (pre-9.0)
(5)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates how many Business Process Monitor transactions ran successfully during
the time period specified by the duration parameter.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Average For" on page 258
"No data timeout" on page 256
"Avg. Availability" on page 259
"Business Rule" on page 259
"Last Status Change" on page 262
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Transaction" on page 265
"Warning" on page 266
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Rule (Rule #)
Description
Transaction
Performance
Rule (pre-9.0)
(13)
Note: This rule uses calculation logic based on APM pre-9.x versions.
Calculates the average response time of the Business Process Monitor transactions
that ran during the time period specified by the duration parameter.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Average For" on page 258
"No data timeout" on page 256
"Average Response Time" on page 258
"Business Rule" on page 259
"Last Status Change" on page 262
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Transaction" on page 265
"Warning" on page 266
Understanding the EUM Weighted Average Rules
The following section shows an example of an EUM weighted average rule. This example uses the Average
Performance of Weighted Volume rule. Similar calculation logic is used by the following weighted average
rules:
l
Average Availability of Weighted Volume
l
Average Performance of Weighted Volume
l
Average Network of Weighted Volume
l
Average Performance of Weighted Volume (Available Hits)
l
Real User Transaction Performance Rule
l
Synthetic User Transaction Performance
Example of the Average Performance of Weighted Volume rule
In the following example, the Average Performance of Weighted Volume rule is used to calculate the
Performance KPI on an application, which has three transactions as child CIs (T1, T2, and T3).
Each of these child CIs has two KPIs assigned: Volume (number of hits), and Performance.
The following table shows the statuses of the child CIs:
Child CI
Status
Volume
Weight (Default)
T1
Minor (2)
7
1
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T2
Critical (3)
5
1
T3
OK (1)
10
1
The rule calculates the weighted average as follows:
(2*7*1) + (3*5*1) + (1*10*1) / (7+5+10) = 1.77
The weighted average value (1.77) exceeds the Minor threshold (1.66), so the status of the Performance KPI
on the application is Minor.
Rule calculation logic
The rule's calculation logic is as follows:
(Critical value (3) * Number of Critical hits * Weight) +
(Minor value (2) * Number of Minor hits * Weight) +
(OK value (1) * Number of OK hits * Weight)
divided by
(Number of Critical hits * Weight) +
(Number of Minor hits * Weight) +
(Number of OK hits * Weight)
Critical threshold = 2.33; Minor threshold = 1.66.
Changing status weights in the Infrastructure Settings
The rule calculates the average status, weighted by the values specified in the Reports Status Average
Rule - <OK/Minor/Critical> Status weight infrastructure settings. If one of those weights is set to 0, the
status is not included in the calculation of the average.
By default, the weights are set to 1. To modify the weight of a status, select Admin > Platform > Setup and
Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select End User/System Availability Manager.
3. In the Data table, locate the following entries and change to the required weight:
l
Reports Status Average Rule - Critical Status weight
l
Reports Status Average Rule - Minor Status weight
l
Reports Status Average Rule - OK Status weight
No Data Timeout for Transaction CIs
Rules that calculate HIs contain a No data timeout property in their rule parameters. This property defines
the number of seconds from the time the last sample was received for the HI, until the HI is timed out—at
which point the HI changes to decay status (gray).
The default value for the No data timeout property is generally taken from the rule definitions as defined in the
Business Rule Repository. However, for Business Process Monitor transaction CIs, Service Health
calculates a No data timeout value based on the schedule for running the transaction. The calculation takes
the schedule interval (defined in End User Management Administration) for the application that contains the
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transaction (default value = 15 minutes) and adds an additional 90 seconds. For example, for a transaction
with a schedule interval of 15 minutes, the No data timeout value is 990 seconds. (For details on defining the
schedule, see "Edit Data Collector Settings Dialog Box" on page 770.)
This calculation method means that the timeout value is automatically adjusted to align with changes made to
the schedule interval in End User Management Administration, so that the KPI is not incorrectly timed out. If
there is more than one scheduling scheme in effect, the following rules are used for the calculation:
l
l
If multiple schedules are defined for an application running on a Business Process Monitor instance, the
largest schedule interval is used (all schedules are treated equally, whether they apply to the whole week
or part of the week).
If the application is assigned to several locations, each with a different schedule, the smallest interval from
the locations is used (after first applying the rule above).
General Calculation Rules
The following section describes the general calculation rules, which are not domain-specific.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
Rule (Rule #) Description
API
DurationBased
Sample Rule
(501)
Use this to create a customized rule using the Rules API, to calculate health indicator
values based on values of samples. The calculation is based on the samples collected
during a defined duration.
For details on how the rule works, see API Duration-Based Sample Rule in the APM
Extensibility Guide.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Value" on page 265
"Sample Fields" on page 257
"Business Rule" on page 259
"KPI Calculation Script" on page 255
"Last Status Change" on page 262
"Rule Template Setting Key" on page 256
"isGroovyRuleType" on page 255
API Group
and Sibling
Rule
(500)
Use this to create a customized rule using the Rules API, to calculate KPIs based on
indicator values of sibling KPIs or of child CIs.
For details on how the rule works, see API Group and Sibling Rule in the APM Extensibility
Guide.
Rule Parameters:
Tooltip Parameters:
"KPI Calculation Script" on page 255
"Status" on page 265
"Rule Template Setting Key" on page 256
"Business Rule" on page 259
"isGroovyRuleType" on page 255
"Last Status Change" on page 262
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Rule (Rule #) Description
API Sample
Rule
(502)
Use this to create a customized rule using the Rules API, to calculate health indicator
values based on values of samples. The calculation is based on a maximum number of
samples.
For details on how the rule works, see API Sample Rule in the APM Extensibility Guide.
Rule Parameters:
Tooltip Parameters:
"Maximum number of samples" on page 255 "Status" on page 265
"Sample Fields" on page 257
"Value" on page 265
"KPI Calculation Script" on page 255
"Business Rule" on page 259
"Rule Template Setting Key" on page 256
"Last Status Change" on page 262
"isGroovyRuleType" on page 255
Average of
Values
(31)
Calculates the average of the values of the HIs and KPIs which are used to calculate the
KPI.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Value" on page 265
"Business Rule" on page 259
"Total" on page 265
"Max Time" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
Best Status
Rule
(2)
Calculates the KPI's status based on the highest status of all the HIs and KPIs which are
used to calculate the KPI.
For example, if at least one child CI has green status, then the parent CI also displays
green status.
Note: A KPI using this rule will only have a value if it is calculated based on one HI or one
child KPI. If it is based on more than one HI or child KPI, the KPI will only have a status.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Business Rule" on page 259
"Last Status Change" on page 262
"Invisible Children" on page 262
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Rule (Rule #) Description
Generic
Formula
Rule
(1510)
Use this rule to add new business logic behavior to Service Health for calculating health
indicator values.
You can use the rule to create a set of calculation methods (sum, count, average, and so
on) that can be applied to both legacy samples such as SiteScope and Real User Monitor,
and Enterprise Management Systems (EMS) samples.
For details on how the rule works, see "Understanding the Generic Formula Rule" on page
303.
Rule Parameters:
Tooltip Parameters:
"Formula" on page 255
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Formula" on page 261
"No data timeout" on page 256
"Value" on page 265
"Average" on page 258
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
Generic
Health
Indicator
Subcomponent
Rule
(332211)
This rule is for internal use; the rule calculates health indicator status when a single HI on a
CI is calculated from a number of CI sub-components.
For example, suppose an HI is monitoring CPU load on a host CI, and SiteScope has
monitors for a number of CPUs on this CI. The rule calculates a status for each of the
monitored CPUs (for example OK, OK, and Warning), and takes the worst of these
(Warning) as the HI's status on the CI.
For details, see Health Indicator Tooltips in the APM User Guide.
Rule Parameters:
Tooltip Parameters:
"clearNormalStatuses" on page 254
None
"reportNormalStatusesEvents" on page 256
"maxNumOfDisplayedEvents" on page 255
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Rule (Rule #) Description
Generic
Sample Rule
(21)
Use this rule to create a customized rule for calculating health indicator values. The rule
compares the value of a selected field from a sample to the thresholds, and returns the
result of the comparison.
To use the Generic Sample Rule, you must first customize the rule, and then attach the
rule to a health indicator, and then attach the health indicator to a CI.
For an example of a customized Generic Sample Rule, see "How to Use the Customized
Generic Sample Rule – Example" on page 305.
The tooltip of the Generic Sample Rule is empty.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Field Name" on page 254
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Value" on page 265
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
Generic Sum
of Values
Over Time
Rule
(1501)
Use this rule to create a customized rule for calculating health indicator values. The rule
adds the values of the selected sample field for all of the samples that arrive during the
time period specified in the duration parameter.
To use the Generic Sum of Values Over Time rule, you must first customize the rule, and
then attach the rule to a health indicator, and then attach the health indicator to a CI.
For a detailed example of how to create a customized Generic Sum of Values Over Time
rule, see "How to Use the Customized Generic Sum of Values Over Time Rule – Example"
on page 305.
The tooltip for the Generic Sum of Value Over Time Rule is empty.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Field Name" on page 254
"Business Rule" on page 259
"Time Stamp Field" on page 257
"Value" on page 265
"duration" on page 254
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule #) Description
Generic Two
Arguments
Rule
(1500)
Use this rule to perform a specific calculation for calculating health indicator values, based
on the values of two specific fields. The calculation is performed as follows: calculate a
value based on an operation (specified by the arithmetic operator) and two fields that are
the sample's keys, multiply the result by a factor, and then compare the result with
specified thresholds.
You must create a health indicator, and attach the Generic Two Arguments Rule rule to the
health indicator.
The tooltip for the Generic Two Arguments Rule is empty.
For an example of a customized Generic Two Arguments rule, see "How to Use the
Generic Two Arguments Rule – Example" on page 306.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"First Field Name" on page 255
"Business Rule" on page 259
"Second Field Name" on page 257
"Value" on page 265
"Operator" on page 256
"Major" on page 262
"Time Stamp Field" on page 257
"Minor" on page 263
"Factor" on page 254
"Warning" on page 266
"Informational" on page 261
Impact Over
Time Rule
(24)
Calculates the financial loss due to non-availability of the CI over time, based on sibling
KPIs monitoring availability.
Financial loss for a CI is calculated by multiplying the total hours the CI is not available by
an hourly $ amount (defined by the DollarImpactFactor parameter for the rule).
Note: The granularity of this rule's calculation is maximum one minute. If the status of the
Availability KPI changes, the rule is calculated ad hoc; if it does not change, it is calculated
once every minute.
Rule Parameters:
Tooltip Parameters:
"DollarImpactFactor" on page 254
"Status" on page 265
"StatusDimension" on page 257
"Business Rule" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
"Description" on page 260
"Business Loss" on page 259
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Rule (Rule #) Description
Nevada Event Based
Alerts Rule
(Internal)
(1600)
This rule is used internally for event-based alerts, to determine whether or not the alert
trigger notification will be sent.
Percentage
Rule
(17)
Calculates in percentage the weighted average of statuses of the HIs and KPIs that are
used to calculate the KPI. For details on understanding the rule, see "Understanding the
Percentage Rule" on page 301.
Rule Parameters:
Tooltip Parameters:
None
None
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Business Rule" on page 259
"Last Status Change" on page 262
"Score" on page 264
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
"Invisible Calculated Children" on page 261
Real Time
Impact
(19)
Calculates financial loss due to non-availability of the CI over the last hour, based on
sibling KPIs monitoring availability.
Financial loss for a CI is calculated by multiplying the total minutes the CI was not
available during the last hour, by an hourly $ amount (defined by the DollarImpactFactor
parameter for the rule), divided by 60.
Note: The granularity of this rule's calculation is maximum one minute. If the status of the
Availability KPI changes, the rule is calculated ad hoc; if it does not change, it is calculated
once every minute.
Rule Parameters:
Tooltip Parameters:
"DollarImpactFactor" on page 254
"Status" on page 265
"StatusDimension" on page 257
"Business Rule" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
"Description" on page 260
"Business Loss" on page 259
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Rule (Rule #) Description
Service
Health PNR
Rule
(352)
Produces status to be presented in Service Health, based on Point of No Return (PNR)
samples created by the internal SLM PNR. For details, see "PNR (Point of No Return) KPI
Calculation" on page 63. The KPI status is displayed in bar form in Service Health.
The PNR samples measure unavailability of a CI based on any SLM KPI during the period
of time that has elapsed, and how much time remains before the agreement is in breach of
contract.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
The following parameters are for internal
use, and should not be modified:
"Business Rule" on page 259
SLA, TRACKING_PERIOD, TIME_
INTERVAL and SOURCE_KPI_ID.
"SLA" on page 264
"Tracking Period" on page 265
"Calendar" on page 259
"Calculation Time" on page 259
"PNR Time Left" on page 264
"Max Unavailability" on page 262
"PNR Availability" on page 264
"Target Availability" on page 265
Service
Health PNR
Rule for HI
(Internal)
(351)
Internal rule used to calculate PNR based on SLM data.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
The following parameters are for internal
use, and should not be modified:
"Business Rule" on page 259
SLA, TRACKING_PERIOD, TIME_
INTERVAL and SOURCE_KPI_ID.
"SLA" on page 264
"Tracking Period" on page 265
"Calendar" on page 259
"Calculation Time" on page 259
"PNR Time Left" on page 264
"Max Unavailability" on page 262
"PNR Availability" on page 264
"Target Availability" on page 265
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Rule (Rule #) Description
Service
Level
Management
Tracking
Period Alert
(Internal)
(361)
Internal rule which receives samples from SLM, and changes KPI status for Tracking
Period alerts.
Sum of
Values Rule
(20)
Calculates the sum of the values of the HIs and KPIs which are used to calculate the KPI.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
None
The tracking period id parameter is for
internal use, and should not be modified.
For example, if the Impact Over Time rule is used to calculate the OT Impact KPI on child
CIs, you can use the Sum of Values rule on the parent CI to view the sum of the children's
over time impact values.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Business Rule" on page 259
"Total" on page 265
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
Sum of
Volume
(74)
Group rule that calculates the sum of the users accessing a page or encountering an error
on a page.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Business Rule" on page 259
"hi_list" on page 255
"Last Status Change" on page 262
"Major" on page 262
"Minor" on page 263
"OK" on page 263
"Status" on page 265
"Volume" on page 266
"Warning" on page 266
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Rule (Rule #) Description
Summary of
Values
(30)
Calculates the sum of the values of the HIs and KPIs which are used to calculate the KPI.
Note that this rule uses different units and thresholds than the Sum of Values rule.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Business Rule" on page 259
"Total" on page 265
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
Worst Status
Rule
(1)
Calculates KPI status based on the lowest status held by any of the HIs and KPIs which
are used to calculate the KPI.
For example, if at least one child CI has red status, the parent CI also displays red status.
Note: A KPI using this rule will only have a value if it is calculated based on one HI or one
child KPI. If it is based on more than one HI or child KPI, the KPI will only have a status.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
"Status" on page 265
"hi_list" on page 255
"Business Rule" on page 259
"Last Status Change" on page 262
"Invisible Children" on page 262
Understanding the Percentage Rule
When the Percentage rule is defined as the KPI rule for a parent group, the group is assigned a KPI status
based on a percentage calculated from the child CIs in the group. If required, significant relationships between
CIs (usually between the parent CI and one of the child CIs) can be weighted (Weight option), so that they
have more impact on the percentage calculation. You can also define dominant status (Must option) for a
relationship between CIs (usually between the parent CI and one of the child CIs), so that a child CI with low
status in the dominant relationship influences the status of the group.
Note: For all percentage calculation methods, the number of gray child CIs (Informational, No data,
Stopped, or Downtime statuses) is ignored in the final calculation of the parent group score.
The different applications of the Percentage Rule are described in the following sections.
Basic Percentage Rule
When using the Percentage Rule, parent group status is based on a percentage (the score for the group),
calculated from the number of child CIs with red, orange, olive, green, or yellow status. Gray statuses are not
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taken into consideration. (Note that if any of the child CIs are weighted, this influences the percentage
calculation, as described in Weighted Percentage, below.)
Each status has a value, as follows:
Status
Value
red
0
orange
5
yellow
10
olive
15
green
20
Each value is multiplied by the number of children in the group that have that status, and the results are totaled
and divided by the number of children in the calculation, to give an average result. For example, in a group of
four CIs, two with red status and two with yellow status, the calculation would be as follows:
2 x 0 (red)
2 x 10 (yellow)
Total = 20/4 (number of red and yellow children) = 5 (average result
The average result is then divided by 20 (corresponding to the green status value) and multiplied by 100, to
give the percentage score for the group:
(5/20) x 100 = 25% (score)
The score determines the status for the parent group according to thresholds defined for the KPI. For details,
see "KPI and HI Thresholds" on page 54.
When you assign the Percentage rule to a KPI, the tooltip for the KPI in Service Health displays the
percentage score for the group and the Percentage rule thresholds.
Weighted Percentage
By default relationships are not weighted (weight = 1). You can change the default weight for a relationship in
the weight box, accessed in the Define Configuration Item Relationship window (described in "New CI/New
Related CI Dialog Box" in the Modeling Guide).
When a child CIs in a group, is in a relationship with a weight greater than 1, then the percentage calculations
described in Basic Percentage Rule, are adjusted to take the weight into account. Each CI status value is
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multiplied by the weight assigned to the CI, and the total is divided by the total weight values, to give the
average result.
For example, taking the same group that was used for the basic percentage example (four CIs, two with red
status and two with yellow status), if one of the red CIs has a weight of 4 and one of the yellow CIs has a
weight of 2, then the average result calculation looks like this:
1 x 4 x 0 (red with weight=4)
1 x 1 x 0 (red with weight=1 )
1 x 2 x 10 (yellow with weight=2)
1 x 1 x 10 (yellow with weight=1)
Total = 30/(4+1+2+1) (total weight values for red and yellow children) = 3.75 (average result)
The percentage score for the group is then calculated in the same way as for the basic Percentage Rule:
average result is divided by 20 and multiplied by 100:
(3.75/20) x 100 = 18.75% (score)
Note that CI weights are relevant only when the parent group status is calculated using the Percentage Rule.
Tip: You can display the weight information in the KPI tooltip in Top View. For details, see "How to
Customize Top View" on page 34.
Dominant Child
By default, all CIs are in non-dominant relationships (must is cleared). You can change the setting for a
relationship to dominant in the Define Configuration Item Relationship window (described in "New CI/New
Related CI Dialog Box" in the Modeling Guide).
When a child CIs in a group is in a dominant relationship, then status is calculated for the group by comparing
the results from the following two status calculation methods:
Service Health determines the lowest status held among all dominant CIs.
l
Service Health determines group status according to the percentage rule calculation (as described in
Basic Percentage Rule above).
l
The worst status from the two calculations becomes the status for the group.
When the group status has been taken from the lowest status held by a dominant CI, the tooltip for the parent
group displays Score: n/a (Using dominant child).
Note:
l
l
Dominant CIs are only relevant when the group is using the Percentage Rule to calculate status.
When a CI has both dominant and weighted child CIs only the dominant CI is taken into consideration
when calculating the status of the parent CI using the Percentage rule.
Understanding the Generic Formula Rule
This rule can be used to add new business logic behavior to calculate HIs in Service Health. You can use the
rule to create a set of calculation methods (sum, count, average, and so on) that can be applied to every type
of sample: legacy (SiteScope, Business Process Monitor, and Real User Monitor) and Enterprise
Management Systems (EMS) samples.
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In Service Health, the rule is time-based and the formula calculates a single aggregated result of all of the
specified data collected during the period specified in the duration parameter.
Note:
l
l
Using the Generic Formula rule might have an impact on performance as the rule parses and
evaluates string expressions. Using this rule should be considered carefully only when no other rule
answers the requirements and when the application does not include large amounts of monitor nodes.
There is no automatic validation to check if the formula supports the collected sample structure. There
is no automatic validation for the correctness or syntax of the formula. If there is a mistake in the
formula, the status of the HI appears as a gray icon in Service Health.
For example, use this rule to calculate the average of a sample field over a period of time multiplied by 2, or the
sum of the values of a sample field over the specified period of time, divided by the number of values of
another field.
Using the Generic Formula Rule
To use the Generic Formula rule, clone it and give the clone a meaningful name. You can then customize the
cloned rule, attach the rule to an HI, and assign the HI to a CI in a view.
To edit the formula, click the Edit button for the Formula parameter, and enter the formula that you want the
rule to use in the Default Value field. For more details, see "New/Edit Rule Parameter or New/Edit Rule
Threshold Dialog Box" on page 243.
The formula is based on operands, operators, functions, constants, and sample field values. The formula
must use only fields from the selected samples; you must know the name of the variables in the sample on
which you want to run the formula. The samples for the rule depend on the specific HI's selector, therefore the
formula must support the collected sample structure.
The rule takes values from the specified samples during the time period specified in the duration parameter,
puts those values in the aggregated formula, and compares the result with the specified thresholds.
Any valid Service Health sample is valid for this rule.
The formula language is based on the Generic Reporting Engine parser language to be consistent with the
open formula writing. For more information, see Generic Reporting Engine API in the APM Extensibility Guide.
The formula must always be an aggregated formula. It should contain aggregation functions and mathematical
operators between them. The operands can either be constant numbers or aggregation functions.
The formula elements are:
l
supported operators: *, +, -, /, ( )
l
supported aggregation functions: sum, min, max, avg, count, stddev, sumofsqr
l
supported manipulation function: if
The rule calculates a single numeric value based on the samples collected during the duration. The value is
then evaluated according to the given thresholds and the status is set accordingly.
For instructions on customizing rules, see "How to Customize a Business Rule Template in the Repository"
on page 231.
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How to Use the Customized Generic Sample Rule – Example
This example shows how to use the Generic Sample rule. In this example, the value of a selected value field
in the event sample and specific thresholds are compared, so the status of the HI is gray when the value of
the sample field is less than 1 and larger than 5.
To display the comparison, clone and edit the Generic Sample Rule, and assign this rule to an HI on the
appropriate CI.
To create a clone of the Generic Sample rule:
1. Select Admin> Service Health > Repositories > Business Rules. Select the Generic Sample Rule
and click Clone.
2. Open the new rule for editing.
3. In the Name box, enter Value Event rule as the name of the cloned rule.
4. In the Rule Parameters area, open the Field Name parameter for editing.
5. In the Default Value box, specify the name of the sample field (value) on which to apply the rule. The
field must have a numeric value. Save the change.
Note: The units of the thresholds and of the field value must be the same. The result is provided with
the same unit too.
6. If required, modify the default thresholds in the Rule Thresholds area (values from 1 to 5 are colored,
values less than 1 or more than 5 are colored gray). Click the Edit button for each threshold parameter
and enter the threshold value in the Default Value box (critical, 5; major, 4; minor, 3; warning, 2; OK,
1). For details, see "New/Edit Rule Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
To attach the custom rule to an HI assigned to a CI:
1. Select Admin> Service Health > CI Indicators.
2. Select a view.
3. Select the CI to which you want to attach the HI.
4. In the CI Data pane, select the Health Indicators tab, and click Add Health Indicator.
5. Select an HI, and in the Business Rule list, select the Value Event rule you just created.
6. In the Business Rules Parameters area, if required, specify the rule parameters.
7. In the Thresholds area, enter the thresholds.
8. In the Selector area, enter event as the name of the sample in the Value box that corresponds to the
sampleType Field, and enter the other values corresponding to the other reference properties that the
selector expression searches for in the incoming data samples sent from the data source. For details on
the event sample, see "Sample: Event (event)" on page 1264. When done, save your changes.
How to Use the Customized Generic Sum of Values Over Time
Rule – Example
You want to add the value of the u_iSumNetTime field in the trans_t sample for all the trans_t samples that
arrive during the time period specified in the duration parameter. To display the value you must clone and edit
the Generic Sum of Values Over Time rule, and assign the new rule to an HI on the appropriate CI.
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To create a clone of the Generic Sum of Values Over Time rule:
1. Select Admin> Service Health > Repositories > Business Rules. Select the Generic Sum of
Values Over Time Rule and click Clone.
2. Open the new rule for editing.
3. In the Name box, enter u_iSumNetTime Sum rule as the new name for the cloned rule.
4. In the Rule Parameters area:
a. Open the Field Name parameter for editing. In the Default Value box, specify the name of the field
(u_iSumNetTime) on which to apply the rule. The field must have a numeric value. Save the change.
Note: The units of the thresholds and of the field value must be the same. The result is provided
with the same unit too.
b. If required, modify the duration parameter to define the sampling duration, in seconds. The default is
15 minutes (900 seconds).
5. If required, modify thresholds in the Threshold Parameters area. For details, see "New/Edit Rule
Parameter or New/Edit Rule Threshold Dialog Box" on page 243. The units of the thresholds and of the
field value must be the same. The result is provided with the same unit too.
6. Save the changes.
To attach the customized rule to an HI on a CI:
1. Select Admin> Service Health > CI Indicators.
2. Select a view.
3. Select the CI to which you want to attach the HI.
4. In the CI Data pane, select the Health Indicators tab, and click Add Health Indicator.
5. Select an HI, and in the Business Rule list, select the u_iSumNetTime Sum rule you just created.
6. Save the changes.
How to Use the Generic Two Arguments Rule – Example
You want to display the sum of Sum of component connection times in the transaction breakdown
and Sum of component DNS times in the transaction breakdown sample field values from the trans_t
sample. To display the sum you must clone and edit the Generic Two Arguments Rule rule, and assign the
rule to an HI on the appropriate CI.
To create a customized Generic Two Arguments Rule:
1. Select Admin> Service Health > Repositories > Business Rules. Select the Generic Two
Arguments Rule and click Clone.
2. Open the new rule for editing.
3. In the Name box, enter Sum_Connect_DNS_Time rule as the new name for the cloned rule.
4. In the Rule Parameters area:
a. Open the First Field Name parameter for editing. In the Default Value box, specify u_
iSumConnectionTime as the name of the first sample field on which to apply the rule. The field must
have a numeric value. Save the change.
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b. Open the Second Field Name parameter for editing. In the Default Value box, specify u_
iSumDnsTime as the name of the second sample field on which to apply the rule. The field must have a
numeric value. Save the change.
Note: The units of the thresholds and of the field value must be the same. The result is provided
with the same unit too.
c. If required, modify the duration parameter to define the sampling duration, in seconds. The default is
15 minutes (900 seconds).
d. Open the Operator parameter for editing, and in the Default value box, specify the operator (+) you
want to use.
5. Modify thresholds in the Threshold Parameters area as needed. For details, see "New/Edit Rule
Parameter or New/Edit Rule Threshold Dialog Box" on page 243.
Note: The units of the thresholds and of the field value must be the same. The result is provided with
the same unit too.
6. Save the changes.
To assign the customized rule to an HI on a CI:
1. Select Admin> Service Health > CI Indicators.
2. Select a view.
3. Select the CI to which you want to attach the HI.
4. In the CI Data pane, select the Health Indicators tab, and click Add Health Indicator.
5. Select an HI, and in the Business Rule list, select the Sum_Connect_DNS_Time rule you just created.
6. Save the changes.
Integrations Calculation Rules
The following section describes the calculation rules in the Integrations domain.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule
(Rule #)
EMS
Simple
Rule
(0)
Description
Displays the Health Indicator status arriving from the EMS system through SiteScope.
Use this rule to display SiteScope status if your EMS monitor is measurement-based.
If your EMS monitor is event-based, use the EMS Multiple Events Rule.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Number of Problematic Samples" on page
256
"Business Rule" on page 259
"Total Number of Samples" on page 257
"Description" on page 260
"Severity" on page 264
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
HPE
Calculates the KPI status based on metrics collected from UDX event samples or old format
OpenView HPE OpenView samples for an HPE OpenView Service Navigator measurement CI.
Service
Status is assigned according to the following values:
Navigator
Rule
KPI status Value for an HPE
Value for an old format HPE OpenView
(22)
Sample
Sample
Uninitialized 0
0
OK
1
10
Warning
2
20
Minor
3
30
Major
4
40
Critical
5
50
Rule Parameters:
Tooltip Parameters:
"Time Stamp Field" on page 257
"Status" on page 265
"Number of Problematic Samples" on page
256
"Business Rule" on page 259
"Total Number of Samples" on page 257
"Description" on page 260
"Severity" on page 264
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"owned By" on page 264
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Rule
(Rule #)
SiteScope
EMS
Multiple
Events
Rule
(36)
Description
The rule handles the samples sent to APM by the EMS system. It aggregates all the samples
received from a specified CI. The rule saves up to 10 events. If there are more than 10 events,
the rule discards samples with the lowest severity (critical is highest) and then the oldest
samples.
If the CI has more than one HI, you must define a SiteScope EMS Multiple Events rule for
each HI by using the rule parameters to specify the sample field you are interested in. Specify
information about the field in the sample to look at (in the KPI Type field name parameter)
and the value of that field (in the KPI type parameter).
The EMS Show Events context menu displays the data retrieved from the HPE Operations
Manager system.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
Max tooltip events. The maximum number
of events to show in the tooltip. The
maximum is 10.
"Business Rule" on page 259
KPI type field name. The name of the field
in the sample.
"Last Status Change" on page 262
"EMS Events" on page 260
"Caused By" on page 259
KPI type. The valid value of the field in the
sample
SAP and Siebel Calculation Rules
The following section describes the SAP and Siebel calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule (Rule
#)
Description
Locations
Grouped
Parent Rule
(1110)
When a SAP System CI or a Siebel Enterprise CI has Locations group child CIs, the rule
uses the results of the Locations Grouped rule for each child CI and calculates and
displays the sum of each status. For each result, the tooltip displays the amount of children
for each status.
Example: If a CI has three child CIs, the Locations Parent Group rule summarizes the bars
for its children. The rule aggregates the bars calculated by the Locations Grouped Rule for
all of the children into one bar. The tooltip displays for each status how many children have
that specific status.
Rule Parameters:
Tooltip Parameters:
"Time Stamp Field" on page 257
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
Locations
Grouped
Rule
(1105)
For a Locations group CI with child CIs, the rule selects the worst status of Performance
and Availability for each child CI, calculates the sum of children with each specific status
and displays that information in a bar. The tooltip displays for each status the sum of all of
the CI's children with that status.
Example: The rule calculates the status of the Locations CI by taking for each child the
worst status of Performance and Availability. It then calculates the sum of children with
each specific status and displays that information in a bar.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"duration" on page 254
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
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Rule (Rule
#)
Number of
Running
Sessions
Rule
(1107)
Description
The rule receives the number of sessions from the SiteScope Number of Running
Sessions measurement and compares that result with the thresholds set for the rule. The
result is the number of running sessions colored according to the thresholds set for the rule.
This rule is used by the Application Management for Siebel solution.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
Number of
Tasks in
Error Rule
(1101)
The rule receives the value of SiteScope Number of Tasks in Error measurement and
compares that result with the thresholds set for the rule. The result is the number of tasks
in error colored according to the thresholds set for the rule. This rule is used by the
Application Management for Siebel solution.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
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Rule (Rule
#)
SAP Alerts
Rule
(1111)
Description
Displays the SAP samples from SiteScope as is. The SAP Alerts include the name of the
alert and its status.
HPE Application Performance Management displays two types of SAP Alerts:
l
Dialog alerts under a Dialog work process
l
Syslog alerts under a SAP R/3 server.
The status of an alert is displayed by the color of the SAP alert KPI (red or yellow),
assigned by the SAP system.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Alert Description" on page 258
"No data timeout" on page 256
"Short Name" on page 264
"Business Rule" on page 259
A number indicating the severity of the alert
as it appears in the SAP system.
"State" on page 264
"Open Time" on page 264
"Last Status Change" on page 262
"Caused By" on page 259
Sessions
Custom
Data Rule
(1106)
Calculates the number of running sessions for a CI and all its child CIs.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
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Rule (Rule
#)
Description
Transactions
Grouped
Parent Rule
(1109)
When a SAP System CI or a Siebel Enterprise CI has Transactions group child CIs, the
rule uses the results of the Transactions Grouped rule for each child of the CI and
calculates and displays the sum of each status. For each result, the tooltip displays how
many of the children have a critical status, how many have the OK status, and so on.
Example: If the CI has three child CIs, the Transactions Parent Group rule summarizes the
bars for its children. The rule aggregates the bars calculated by the Transactions Grouped
rule for all of the children into one bar. The tooltip displays for each status how many
children have that specific status.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
Transactions
Grouped
Rule
(1103)
For a Transactions group CI with child CIs, the rule selects the worst of Performance and
Availability for each child CI, calculates the sum of children with each specific status and
displays the information in a bar. The tooltip displays for each status the sum of all of the
CI's children with that status.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
Service Manager Calculation Rules
The following section describes the Service Manager calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule (Rule
#)
Number of
Open
Incidents
(2600)
Description
Returns the total number of incidents whose current state is the state specified in the Initial
State parameter and whose severity is lower or equal to the value specified in the Severity
parameter.
Incidents whose current state corresponds to the Final State or whose Severity is higher
than the value specified in the Severity parameter are not included in the calculation.
Rule Parameters:
Tooltip Parameters:
"Initial State" on page 255
"Status" on page 265
"Final State" on page 254
"Business Rule" on page 259
"Severity" on page 257
"Last Status Change" on page 262
"Number of tickets" on page 263
"Grouping" on page 261
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
"Transaction" on page 265
Sum of
Open
Incidents
(2601)
Calculates the sum of all the incidents of the children in the group.
Rule Parameters:
Tooltip Parameters:
"calc_method" on page 254
None
"hi_list" on page 255
SiteScope Calculation Rules
The following section describes the SiteScope calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule (Rule #)
Description
SiteScope
Best Status
Rule
(3918)
A Health Indicator can receive multiple measurements from multiple SiteScope monitors.
This rule calculates the best status of all of the measurements sent to the Health Indicator.
For example, if at least one measurement has green status, then the Health Indicator also
displays green status.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Tooltip show all measurements" on page
257
"Business Rule" on page 259
"Last Status Change" on page 262
"Measurement" on page 262
"Caused By" on page 259
"Monitor" on page 263
"Host" on page 261
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Rule (Rule #)
Description
SiteScope
Consecutive
Worst Status
Rule
(3919)
A Health Indicator can receive multiple measurements from multiple SiteScope monitors.
This rule calculates the worst status of all the measurements sent to the Health Indicator,
using two rule parameters:
l
Number of Consequent Samples defines the number of consecutive occurrences
that are required in order for a measurement's status to change.
For example, if the parameter is set to 3 and there are three consecutive critical
measurements, the status of the measurements is set to critical.
If the measurement's status is critical and a single measurement with OK status
(green) is received, the measurement stays red. The status changes to green if two
more consecutive OK measurements are received.
l
Strict policy calculation defines the conditions under which a measurement's status
can improve. If the parameter value is true, a measurement's status can improve only
when the full number of consecutive statuses are received (as in the previous
example). If the parameter value is false, a single "better" measurement can change
the measurement's status.
For example, if the second option is defined, if the measurement's status is red and an
OK measurement is received, the status changes to green (since a single "better"
measurement is sufficient to change its status). However, the measurement's status
will only change back to red if there are three consecutive critical measurements.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Number of Consequent Samples" on page
256
"Business Rule" on page 259
"Strict policy calculation" on page 257
"Tooltip show all measurements" on page
257
"Last Status Change" on page 262
"Measurement" on page 262
"Caused By" on page 259
"Monitor" on page 263
"Host" on page 261
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Rule (Rule #)
Description
SiteScope
Calculates the status based on metrics for a SiteScope measurement CI for sampleType:
Measurement ss_t, monitored by the SiteScope Monitor. The following statuses correspond to the
Rule
following values:
(3)
l
Normal (1)
l
Minor (2)
l
Critical (3)
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Number of Problematic Samples" on page
256
"Business Rule" on page 259
"Total Number of Samples" on page 257
"Last Status Change" on page 262
"Message" on page 262
"Error Message" on page 260
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
SiteScope
Calculates the status based on metrics for a SiteScope measurement CI for time
Measurement sampleType: ss_t, monitored by the SiteScope Monitor. The following statuses
Siebel
correspond to the following values:
Processes
l
Normal (1)
Rule
l
Minor (2)
(1104)
l
Critical (3)
The value displayed corresponds to the number of processes. The color of the value is
determined by the thresholds on the number of sessions (which can be 25, 64, and so on).
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
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Rule (Rule #)
Description
SiteScope
Calculates the status based on metrics for a SiteScope measurement CI for time
Measurement sampleType: ss_t, monitored by the SiteScope Monitor. The following statuses
Time-Based
correspond to the following values:
Rule
l
Normal (1)
(33)
l
Minor (2)
l
Critical (3)
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Average For" on page 258
SiteScope
Measurement
with Custom
Data Rule
(1100)
Displays the number of tasks that are in error taken from the SiteScope samples with subsamples listing all of the tasks.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
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Rule (Rule #)
Description
SiteScope
Monitor Rule
(4)
Calculates the status based on metrics for a SiteScope measurement CI for time
sampleType: ss_monitor_t, monitored by the SiteScope Monitor. The following statuses
correspond to the following values:
l
Normal (1)
l
Minor (2)
l
Critical (3)
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Number of Problematic Samples" on page
256
"Business Rule" on page 259
"Total Number of Samples" on page 257
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Monitor" on page 263
"Host" on page 261
SiteScope
Monitor
Time-Based
Rule
(34)
Calculates the status based on metrics for a SiteScope measurement CI for time
sampleType: ss_monitor_t, monitored by the SiteScope Monitor. The following statuses
correspond to the following values:
l
Normal (1)
l
Minor (2)
l
Critical (3)
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Average For" on page 258
"Caused By" on page 259
"Monitor" on page 263
"Host" on page 261
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Rule (Rule #)
Description
SiteScope
Profile Rule
(35)
Calculates the status of the SiteScope Availability HI. SiteScope periodically (every
minute) sends a heartbeat to APM. If the heartbeat is received by APM, the status of the
SiteScope Availability HI is green. If the heartbeat is not received, the status of the
SiteScope Availability HI is gray (No data). This indicates that there is no communication
between SiteScope and APM. The statuses of all the SiteScope CIs is also gray.
Note: The SiteScope Availability HI displays values for the supported versions of
SiteScope (9.0 and up) and of APM (7.0 and up).
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Caused By" on page 259
SiteScope
Vertical
Measurement
(Deprecated)
(1102)
Deprecated.
Takes samples arriving from the Computer Center Management System (CCMS) monitor
through SiteScope and displays them, as is, under SAP General HI. It also takes samples
from Siebel Application Server or Siebel Web Server monitors and displays them as is
under Siebel HIs.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Historical Worst" on page 261
"Historical Average" on page 261
"Trend" on page 265
"Monitor" on page 263
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Rule (Rule #)
Description
SiteScope
Vertical Rule
(Deprecated)
(1108)
Deprecated.
Takes samples arriving from the Computer Center Management System (CCMS) monitor
through SiteScope and displays them as is under the SAP General HI.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Number of Problematic Samples" on page
256
"Business Rule" on page 259
"Total Number of Samples" on page 257
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Measurement" on page 262
"Monitor" on page 263
SiteScope
Worst Status
Rule
(3917)
A Health Indicator can receive multiple measurements from multiple SiteScope monitors.
This rule calculates the worst status of all of the measurements sent to the Health
Indicator.
For example, if at least one measurement has red status, then the Health Indicator also
displays red status.
Rule Parameters:
Tooltip Parameters:
"No data timeout" on page 256
"Status" on page 265
"Tooltip show all measurements" on page
257
"Business Rule" on page 259
"Last Status Change" on page 262
"Message" on page 262
"Caused By" on page 259
"Monitor" on page 263
"Host" on page 261
SOA Calculation Rules
The following section describes the SOA calculation rules.
This topic is related to the following: "Customizing KPI and HI Calculation Rules" on page 229.
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Rule (Rule
#)
Description
Real WS
Calculates the percentile performance of a Web service operation defined as the
Operation
percentage of calls that did not pass the diagnostics threshold out of available calls.
Percentile
The rule works as follows:
Performance
1. Sums the number of available calls into sumOfAvailableCalls. The calculation for
Rule
(1302)
each sample is:
calls_count - error_count
2. Sums the number of calls that did not pass the diagnostics threshold into
sumOfNotOverThresholdCalls. The calculation for each sample is:
calls_count - error_count - over_threshold_server_time
3. The result is calculated as:
(sumOfNotOverThresholdCalls x 100) / sumOfAvailableCalls
calls_count, error_count, and over_threshold_server_time are sample fields.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
(Status can be defined as OK, Warning or
Critical.)
"Business Rule" on page 259
"Last Status Change" on page 262
"Under threshold calls" on page 265
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule
#)
Description
Real WS
Calculates the performance of a Web service operation defined as the average server time
Operation
(ms) of available calls. The average server time data is obtained from diagnostics samples.
Performance
The rule works as follows:
Rule
(1301)
1. Sums the number of available calls into sumOfAvailableCalls. The calculation for
each sample is:
calls_count - error_count
2. Sums the server time of available calls into sumOfAvailableCallsTime.
3. The result is calculated as:
sumOfAvailableCallsTime / sumOfAvailableCalls
calls_count, error_count, and avg_server_time are sample fields.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Average Response Time" on page 258
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule
#)
Description
Real WS
Operation
Throughput
Rule
(1303)
Calculates the throughput of a Web service operation defined as the total number of calls
divided by the time frame. The total number of calls is obtained from the Diagnostics
sample. The time frame is defined in minutes, each time the rule is calculated according to
the following formula: number of samples in the sample container x sample
aggregative time. The aggregative sample time is 5 minutes.
The rule works as follows:
1. Sums the calls_count filed into sumOfTotalCalls.
sumOfTotalCalls / (sampleContainerSize x 5)
2. The result is calculated as:
calls_count is a sample field.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Calls per minute" on page 259
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule
#)
Synthetic
WS
Operation
Percentile
Performance
Rule
(1307)
Description
Calculates the percentile performance of a Web service operation defined as the
percentage of calls that did not pass the Business Process Monitor threshold out of
available calls.
The rule works as follows:
1. Sums the number of available calls into sumOfAvailableCalls. The calculation for
each sample is:
calls_count - error_count
2. Sums the number of calls that did not pass the SiteScope threshold into
sumOfNotOverThresholdCalls. The calculation for each sample is:
calls_count - error_count - over_threshold_server_time
3. The result is calculated as:
(sumOfNotOverThresholdCalls x 100) / sumOfAvailableCalls
calls_count, error_count, and over_threshold_client_time are sample fields.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Under threshold calls" on page 265
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule
#)
Synthetic
WS
Operation
Performance
Rule
(1306)
Description
Calculates the performance of a Web service operation defined as the average client time
(ms) of available calls. The average server time data is obtained from Business Process
Monitor samples.
The rule works as follows:
1. Sums the number of available calls into sumOfAvailableCalls. The calculation for
each sample is:
calls_count - error_count
2. Sums the number of available calls into sumOfAvailableCallsTime.
3. The result is calculated as:
sumOfAvailableCallsTime/sumOfAvailableCalls
calls_count, error_count, and avg_server_time are sample fields.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Under threshold calls" on page 265
"Average Response Time" on page 258
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Rule (Rule
#)
WS
Operation
Availability
Rule
(1300)
Description
Calculates the availability of a Web service operation defined as the percentage of
available calls out of total calls.
The rule works as follows:
1. Sums the calls_count field into sumOfTotalCalls.
2. Sums the number of available calls into sumOfAvailableCalls. The calculation for
each sample is:
calls_count - error_count
3. The result is calculated as:
(sumOfAvailableCalls x 100) / sumOfTotalCalls
calls_count and error_count are sample fields.
Rule Parameters:
Tooltip Parameters:
"duration" on page 254
"Status" on page 265
"No data timeout" on page 256
"Business Rule" on page 259
"Last Status Change" on page 262
"Avg. Availability" on page 259
"Average For" on page 258
"Caused By" on page 259
"Major" on page 262
"Minor" on page 263
"Warning" on page 266
"Informational" on page 261
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Chapter 17: Context Menu Repository
The Context Menu Repository page displays the list of context menus and menu actions available throughout
Service Health, to determine appearance and functionality for the CIs in the presentation layer.
A context menu defines the menu options that are available for a KPI or a CI in the Service Health application.
The adapter template assigns every configuration item type (CIT) a default context menu.
Context menus contain context menu actions, which can be nested within groups. Within the Context Menu
Repository, menus and actions are categorized as follows:
l
Predefined. Out-of-the-box menus and actions.
l
Predefined (Customized). Out-of-the-box menus and actions that have been edited.
l
Custom. New or cloned menus and actions.
Advanced users can modify existing context menus, groups, or actions, and create new ones, using the
Context Menu Repository. For details about creating or editing context menus, see "How to Customize a
Context Menu Template in the Repository" below.
For a list of default context menus, see "List of Context Menus" on the next page. For a list of default context
menu actions, see "List of Context Menu Actions" on page 332.
How to Customize a Context Menu Template in the
Repository
The following section describes how to customize a context menu in the Context Menu Repository.
Note: This version of APM no longer uses EMS Show Event - Show Events or Operation Manager
Event - Operation Manager context menus. If you used the default implementation of these menus from
an older version of APM, the system automatically deletes these menus. If you have customized these
menus in an older version of APM, the system will not automatically delete the menus. However, they
may no longer work and we recommend that you do not use them.
1.
Create a customized context menu
To customize a context menu in the Context Menu Repository, select Admin> Service Health >
Repositories > Context Menus. Open a menu for editing using one of the following methods:
l
l
l
New Context Menu. Creates a context menu that is not based on an existing menu. To create a new
context menu, click the New Context Menu button in the Context Menu Repository page.
Clone Context Menu. Creates a context menu by cloning an existing menu. The original context
menu is still available, and the new cloned menu can be modified. To clone a context menu, select a
menu in the Context Menu Repository page and click the Clone Context Menu button. The new
menu will be labeled Custom. Select the new menu and click the Edit Context Menu button to open
it for editing.
Edit Context Menu. Modifies an existing context menu. To edit a context menu, select a menu in the
Context Menu Repository page and click the Edit Context Menu button. If you edit a predefined
context menu, it will be labeled Predefined (Customized).
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For user interface details, see "Context Menu Repository page" on page 351.
2.
Edit context menu details
In the New/Edit Context Menu Details page, you can modify information or enter new information for
the context menu.
You can perform the following changes:
l
Create a new group or a new action and assign it to the context menu.
l
Add an action that already exists within the repository to the context menu.
l
Edit the name of a context menu or group.
l
Remove groups or actions from the context menu.
l
Change the order of groups and actions within the context menu.
For user interface details, see "New Context Menu/Edit Context Menu Dialog Box" on page 353.
3.
Edit context menu actions
Using the Actions tab, you can modify existing information or enter new information about the pre- and
post-processor classes and the class parameters that define the action.
For user interface details, see "New/Edit Action Dialog Box" on page 356.
Note: Do not add new pre- or post-processor parameters, or make changes to a pre- or postprocessor class, without consulting with HPE Software Support. Classes are built for specific
context menus, and making changes to a class may change its behavior.
4.
Set a context menu or action back to default
If you have edited predefined context menus or actions, you might want to return them to their default
settings. Note that this is only applicable for context menus or actions whose type is Predefined
(Customized). There are two ways to restore context menu elements to default:
l
l
Restore all default settings of a context menu or action. Within the Context Menu Repository
page, select the customized context menu or action, and click Restore to Default. The context menu
or action is returned to its default settings, and its type reverts to Predefined.
Restore specific settings of a menu action. Within the Actions tab, open a predefined
(customized) action for editing, and click the Restore Defaults button. The elements that have been
modified are automatically selected. Select the elements which you want to restore to default, and
click Save.
List of Context Menus
This section provides descriptions of the context menus available in the Context Menu Repository. For details
about configuring the context menus, see "Context Menu Repository User Interface" on page 351.
The context menu actions are described in "List of Context Menu Actions" on page 332.
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Context Menu
Description
BMC Measurement
Menu
Context menu for measurement CIs originating from a BMC PATROL system.
BPM Application
Reports
Group of context menus for reports on an application monitored by Business
Process Monitor.
BPM BTF Reports
Group of context menus for reports on a business transaction flow monitored by
Business Process Monitor.
BPM Transaction
Reports
Group of context menus for reports on a transaction monitored by Business
Process Monitor.
Business Unit Menu
Internal.
CI Neighbors
Context menu used in RTSM administration.
CI Properties
Context menu used in RTSM administration.
Config File Menu
Not in use.
Default Menu
Displays the context menu in Service Health.
Delete CI
Context menu used in RTSM administration.
Diagnostics BPM
Menu
Context menu that is used in Service Health in monitoring views, to drill from a
specific transaction to the Diagnostics transaction screen.
Diagnostics Business
Transaction Menu
Context menu that is used to drill down from a business transaction CI to the
Diagnostics Business Transactions view.
Diagnostics Host
Menu
Context menu that is used to drill down from a host CI to the Diagnostics Hosts
view.
Diagnostics J2EE
Application Menu
Deprecated.
Diagnostics Monitor
Menu
Deprecated.
Diagnostics MQ
Manager Menu
Context menu that is used to drill down from a WebSphere MQ CI to the
Diagnostics Queue Managers view.
Diagnostics Oracle
Menu
Context menu that is used to drill down from an Oracle CI to the Diagnostics
Oracle Probes view.
Diagnostics Probe
Group Menu
Context menu that is used to drill down from a Probe Group CI to the
Diagnostics Probe Group view.
Diagnostics Probe
Menu (New)
Context menu that is used to drill down from Probe CIs and application server
CIs such as WebSphere Application Server or .NET AppDomain) to the
Diagnostics Probes view.
Diagnostics SAP R3
ABAP Menu
Context menu that is used to drill down from an SAP ABAP Server CI to the
Diagnostics ABAP SAP Probes view.
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Context Menu
Description
Diagnostics SqlServer Context menu that is used to drill down from an SQL Server CI to the
Instance Menu
Diagnostics SQL Server Probes view.
Diagnostics SqlServer Context menu that is used to drill down from an SQL Database CI to the
Menu
Diagnostics SQL Server Probes view.
Diagnostics Synthetic
Business Transaction
Menu
Context menu that is used to drill down from a Business Transaction CI to the
Diagnostics Synthetic Transactions views.
EMS Measurement
Menu
Context menu for measurement CIs originating from an Enterprise Management
Systems (EMS) source.
Go to Application
Summary Report
Drill to Application Summary report filtered on the selected application.
Go to End User
Summary Report
Go to End User Summary Report filtered on the selected end user
Go to Infrastructure
Summary Report
Go to Infrastructure Summary Report filtered on the Node/Running software
Go to Location
Summary Report
Go to Location Summary Report filtered on the selected location
Group Menu
The default context menu for most of the business configuration item types
(CITs).
HI Context Menu
Context menu for drilling down from an HI in Service Health.
HPE SC Menu
Context menu for EMS Monitor CIs under Business Service CIs.
Locate CI
Context menu after a search operation in IT Universe.
Locate CI in SLA
Internal.
Monitored by
SiteScope Menu
Context menu for drilling down from a CI or HI, to a SiteScope monitor which
contributes to the CI's or HI's status.
RUM Application
Reports
Group of context menus for reports on an application monitored by Real User
Monitor.
RUM BTF Reports
Group of context menus for reports on a business transaction flow monitored by
Real User Monitor.
RUM Transaction
Reports
Group of context menus for reports on a transaction monitored by Real User
Monitor.
SAP Alert
Acknowledgment
Context menu for a SAP Alert CI.
SAP Menu
Context menu for a SAP-related CI.
SAP System Menu
Context menu for a SAP System CI.
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Context Menu
Description
SAP Transaction
Menu
Context menu for a Transaction CI.
SAP Transport Menu
Context menu for a Transport CI.
Service Menu
Internal.
Service Mng Menu
Internal.
Service Mng Root
Menu
Internal.
Siebel Database
Breakdown
Diagnostics Menu
Context menu for Siebel-specific CIs.
Siebel Diagnostics
Menu
Context menu for Siebel-specific CIs.
Siebel Menu
Context menu for Siebel-specific CIs.
Siebel SARM and
DBBD Diagnostics
Menu
Context menu for Siebel-specific CIs.
SiteScope Group
Menu
Context menu for SiteScope group CIs.
SiteScope
Measurement Menu
Context menu for measurements CIs originating from SiteScope.
SiteScope Monitor
Menu
Context menu for SiteScope monitor CIs when there is no measurement level for
the monitor.
SiteScope Web
Service Monitor Menu
Context menu for SiteScope Web Service Monitor CIs.
Top View
Context menu for CIs in Top View, appended to the CI's standard context menu.
VM Context Menu
Context menu in Modeling Studio in RTSM Administration.
Web Service Menu
Context menu for Web Service CIs.
Web Service
Operation Menu
Context menu for Web Service Operation CIs.
List of Context Menu Actions
This section provides details about the context menu actions available in the Context Menu Repository.
For details about configuring the context menu actions, see "New/Edit Action Dialog Box" on page 356.
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For a description of pre- and post-processor classes and class parameters, see "List of Pre-Processor
Classes" on page 341 or "List of Post-Processor Classes" on page 345. In general, many of these are for
internal use, and should not be modified.
Note: Do not add new pre- or post-processor parameters, or make changes to a pre- or post-processor
class, without consulting with HPE Software Support. Classes are built for specific context menus, and
making changes to a class may change its behavior.
Context Menu
Group or Action
Description
Acknowledgement Opens the Acknowledgment details window relevant to the CI. For details, see
Details
Acknowledgment on CIs in the APM User Guide.
Any Users
Transaction Paths
View
Drills down to the Transactions - Business Transactions Paths view in the
Diagnostics application.
Any Users
Transactions View
Drills down to the Transactions - Business Transactions view in the Diagnostics
application.
Application
Summary Reports
Opens the application summary report for the selected CI. For details, see
Application Summary Report in the APM User Guide.
BPM Application
Health Reports
Opens the application health report filtered for synthetic user data, and filtered for the
parent application. For details, see Application Health Report in the APM User
Guide.
BPM Performance
Analysis Reports
Opens the performance analysis report filtered for synthetic user data, and filtered for
the selected transaction. For details, see Performance Analysis Report in the APM
User Guide.
BPM Triage for
Application
Reports
Opens the triage report filtered for synthetic user data, and filtered for the selected
application. For details, see Triage Report in the APM User Guide.
BPM Triage for
Transaction
Reports
Opens the triage report filtered for synthetic user data, and filtered for the selected
transaction. For details, see Triage Report in the APM User Guide.
Business Impact
Opens the related Business Impact report in Service Health. For details, see
Business Impact Report in the APM User Guide.
Change Report
Opens the Change report in Service Health. For details, see CI Change Reports.
CI Impact Report
Opens the Related Change Request report in Service Health.
Complete Alert
Activates a URL call to the relevant SAP system and completes the selected SAP
alert.
Configuration
Item Status Alerts
Opens the Configuration Item Status Alert report relevant to the CI. For details, see
CI Status Alert Reports in the APM User Guide.
Console
Opens the 360° View in the Service Health Application.
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Context Menu
Group or Action
Description
Create New
Business Service
Available in the Service Level Management application.
Create New SLA
from Business
Service
Available in the Service Level Management application.
Custom Image
Opens the Custom Image tab in Service Health.
Customer
This context menu option is available in the Service Level Management application.
It displays the customer defined for the selected service.
Delete
Opens the Delete Folder dialog box in the Modeling Studio, to enable you to delete a
folder. For details, see "Modeling Studio User Interface" in the Modeling Guide.
Delete Business
Service
This context menu option is available in the Service Level Management application.
It deleted the selected Business Service CI.
Delete CI
Opens a dialog box to confirm that you want to delete the relevant CI in IT Universe
Manager.
Diagnostics
Agent/J2EE
Server Summary
View
Drills down to the Probes view in the Diagnostics application.
It opens the SLA wizard where you can create a new Business Service CI. For
details, see "New Business or Infrastructure Service/Edit Service Dialog Box" on
page 456.
It enables you to create a new SLA for the selected Business Service CI. It opens
the Create Agreement wizard with the selected Business Service CI already
attached. For details, see "New SLA/Edit SLA Wizard" on page 433.
Diagnostics Probe Drills down to the Probe Group Summary view in the Diagnostics application.
Group Summary
View
Diagnostics Web
Service Topology
Drills down to the Service Topology view in the Diagnostics application.
Edit Business
Service
Available in the Service Level Management application.
End User
Summary Reports
Moves to the End User Summary Report in End User Management. The End User
Summary report displays data for specific end-users that were configured for the
Real User Monitor in System Availability Management. For details, see RUM End
User Group Summary Report in the APM User Guide.
Errors
Opens the Service Health Hierarchy component, filtered for CIs in Error status. For
details, see Hierarchy Component in the APM User Guide.
It opens the SLA wizard where you can edit the selected Business Service CI. For
details, see "New Business or Infrastructure Service/Edit Service Dialog Box" on
page 456.
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Context Menu
Group or Action
Description
Expand More
Levels
Expands the Top View display to show the default maximum number of hierarchy
levels for the CI.
Expand to
Problem
Expands the Top View display to show the source of a problematic CI.
Filters
Opens the Hierarchy filter in Service Health.
Find Visible and
Hidden Child CIs
Returns all of the visible and hidden child CIs of the selected CI that appear in the
RTSM. For details, see Find Visible and Hidden Child CIs Dialog Box in the APM
User Guide.
Geographical Map
Opens the Geographical Map tab in Service Health. For details about the
Geographical Map tab, see Geographic Map in the APM User Guide.
Go to Console
Opens the Service Health 360° View page.
Go to Service
Health Analyzer
If you have Service Health Analyzer installed, this opens the Anomaly Highlights
page in Service Health Analyzer for the selected CI.
Go to SiteScope
Displays the relevant SiteScope Web page for this CI in a new SiteScope browser
window, enabling you to view more detailed SiteScope parameters and
measurements. See the SiteScope documentation for directions on using
SiteScope.
Note: By default, Service Health accesses the SiteScope machine using the
machine host name. If you want access through IP, edit the SiteScope context menu
action, by changing the value for the pre-processor parameter HOST_BY from
NAME to IP.
Go to Top View
Opens the Service Health Top View tab, with the view's tree centered on the
selected CI.
Group Load View
Deprecated.
HIs
Opens the Service Health Health Indicators component, showing the HIs related to
the selected CI. For details, see Health Indicator Component in the APM User
Guide.
Host Summary
View
Drills down to the Hosts view in the Diagnostics application.
HPE Service
Manager
A context menu option available from EMS Monitor CIs under Business Service CIs,
to open the Service Manager application.
Infrastructure
Summary Reports
Opens the infrastructure summary report filtered for the selected application. For
details, see RUM Application Infrastructure Summary Report in the APM User
Guide.
Invoke Run Books For CIs whose CI type is mapped to an HP Operations Orchestration (OO) run book,
opens the Related Run Books page in a new window. You can then view the
mapped run books and invoke them in OO.
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Context Menu
Group or Action
Description
J2EE Application
Summary View
Deprecated.
KPIs Over Time
Report
Opens the KPI Over Time report relevant to the CI. For details, see KPIs Over Time
Report in the APM User Guide.
Load View
Internal.
Locate CI in SLA
Displays the Search pane where you can specify the CI you want to locate in SLA.
For details about the search feature, see "Search for CIs in Search Mode" in the
Modeling Guide.
Locate CI in View
Displays the Search pane where you can specify the CI you want to locate. For
details about the search feature, see "Search for CIs in Search Mode" in the
Modeling Guide.
Location
Summary Reports
Opens the location summary report filtered for the selected location. For details, see
Location Summary Report in the APM User Guide.
Monitor to
Operations Health
For future use.
New Folder
Opens the New Folder dialog box in the Modeling Studio, to enable you to create a
new folder. For details, see "Modeling Studio User Interface" in the Modeling Guide.
Open in New
Window
Opens an external application from Top View.
Operations Health
For future use.
Oracle Server
Summary View
Drills down to the Oracle Database - Oracle Probes view in the Diagnostics
application.
Path to Root
Moves to the Top View tab with the Show Path to Root option selected for the CI in
the Service Health application. For details, see Service Health Menu Options in the
APM User Guide.
Performance
Matrix for
Application
Opens the BPM performance matrix report filtered for the selected application. For
details, see BPM Performance Over Time Report in the APM User Guide.
Performance
Matrix for
Transaction
Reports
Opens the BPM performance matrix report filtered for the selected transaction. For
details, see BPM Performance Over Time Report in the APM User Guide.
Probe Group
Summary
Moves to Diagnostics reports. For details, see the Diagnostics User’s Guide.
Probe Summary
Moves to Diagnostics reports. For details, see the Diagnostics User’s Guide.
For details on configuring this menu action, see "How to Access an External
Application from Top View" on page 37.
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Context Menu
Group or Action
Description
Problematic
Subtree
Moves to the Top View tab with the Expand to Problem option selected for the CI in
the Service Health application. For details, see Service Health Menu Options in the
APM User Guide.
Properties
Opens the Properties dialog box relevant to the CI. For details, see "Working with
CIs" in the Modeling Guide.
Provider
This context menu option is available in the Service Level Management application.
It displays the provider of the selected service.
Rename Folder
Opens the Rename Folder dialog box to enable you to rename a folder. For details,
see "Modeling Studio User Interface" in the Modeling Guide.
Reset Health
Indicator
Restores the selected HI to its default state and value. For details, see "New Health
Indicator/Edit Health Indicator Dialog Box" on page 221.
RUM Application
Health Report
For future use.
RUM Performance
Analysis Report
Opens the performance analysis report filtered for real user data, and filtered for the
selected transaction. For details, see Performance Analysis Report in the APM User
Guide.
RUM Triage for
Application
Report
Opens the triage report filtered for real user data, and filtered for the selected
application. For details, see Triage Report in the APM User Guide.
RUM Triage for
Transaction
Report
Opens the triage report filtered for real user data, and filtered for the selected
transaction. For details, see Triage Report in the APM User Guide.
SAP R3 Summary
View
Drills down to the SAP - ABAP SAP Probes view in the Diagnostics application.
SAP Transaction
Changes Report
Opens the SAP Transaction Changes report that tracks changes made to a SAP
Transaction CI when a transport was modified. For details, see SAP Transaction
Changes Report in the APM User Guide.
SAP Transport
Changes
Opens the SAP Transport Changes report that track changes made to the properties
of a SAP Transport CI. For details, see SAP Transaction Changes Report in the
APM User Guide.
SAR Compliancy
Report
For future use.
Session Analyzer
Reports
Moves to the Session Analyzer report in End User Management filtered on the
selected transaction (or child transactions in the case of a transaction group entity)
and the Past Hour time period. The Session Analyzer report displays session data
for specific applications that were configured for the Real User Monitor in System
Availability Management. For details, see RUM Session Analyzer Report in the APM
User Guide.
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Context Menu
Group or Action
Description
Set/Unset
Internal.
Acknowledgement
Show
Contributing
Events
Shows which events contributed to the HI's status and value.
Show Impacting
SAP Transports
Available for SAP-related Transaction CIs and for group CIs.
For Transaction CIs, enables you to display the transports that are impacting the
selected Transaction CI, with no historical limit to the information.
Groups CIs represent the following CIs: SAP Site, SAP Business Process, SAP
Business Scenario, SAP J2EE Dispatcher, SAP J2EE Server Process, SAP
Process Step, SAP Project, SAP Transaction, SAP Transport Change, Application
Component, SAP R/3 Application Server, SAP System, SAP Application Server,
SAP J2EE Application Server, SAP R/3 Application Server, and SAP Gateway.
Show Impacting
SAP Transports
Transactions
Enables you to display the transactions that are impacting the selected CI.
Show Processes
For future use.
Show Related CIs
Opens the Related CIs tab, in IT Universe Manager. For details, see "Search for CIs
in Search Mode" in the Modeling Guide.
Show Running
Tasks
For future use.
Show SAP
Transport Impact
Available for SAP-related Transport CIs.
Show Tasks in
Error
For future use.
Show Top View
Opens the Service Health Top View in a popup window, with the view's tree centered
on the selected CI.
Siebel CrossPerformance
Opens the SiteScope Cross-Performance report for Siebel-specific entities. For
details, see Group Performance Report in the APM User Guide.
Siebel Database
Breakdown
For future use.
Siebel SARM
For future use.
SiteScope CrossPerformance
Opens the SiteScope Cross-Performance report relevant to the CI. For details, see
Cross-Performance Report in the APM User Guide.
Enables you to display information for all the transactions in the system that impact
the selected transport, with no historical limit to the information.
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Context Menu
Group or Action
Description
SiteScope Quick
Report
Available for SiteScope Group and SiteScope Monitor CIs.
SiteScope Server
Centric Report
Available for Windows Resource Monitor and Unix Resource Monitor CIs under
specific conditions described in the report description.
Opens the SiteScope Quick Report. For details, refer to the SiteScope Help.
Opens the Server-Centric Report. For details, refer to the Using SiteScope Guide in
the SiteScope Help.
SQL Server
Instance
Summary View
Drills down to the SQL Server Database - SQL Server Probes view in the
Diagnostics application.
SQL Server
Summary View
Drills down to the SQL Server Database - SQL Server Probes view in the
Diagnostics application.
Synthetic Users
Transactions
Layers View
Drills down to the Transactions - Synthetic Transactions Layers view in the
Diagnostics application.
Synthetic Users
Transactions View
Drills down to the Transactions - Synthetic Transactions view in the Diagnostics
application.
Tier Summary
Reports
Opens the RUM tier summary report filtered for the selected application. For details,
see RUM Tier Summary Report in the APM User Guide.
Transaction Over
Time
Opens the Transaction Over Time report relevant for the CI.
Transaction
Summary
Opens the Transaction Summary report relevant for the CI.
Transaction
Summary Reports
Moves to the Transaction Summary Reports area for that CI in the End User
Management User Reports application. The Transaction Summary report displays
data for specific transactions that were configured for the Real User Monitor in
System Availability Management. For details, see RUM Transaction Summary
Report in the APM User Guide.
By default, appears under the Go to Report shortcut menu.
Trend Reports
Moves to the Trend Reports area for that CI in the End User Management User
Reports application. The Trend Report Wizard generates a trend report that provides
a graphical representation of measurement data over a specific time period.
This menu command enables you to compare data collected by Business Process
Monitor only. You can use the User Reports application to generate trend reports
from other data collectors. For details, see Trend Reports in the APM User Guide.
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Context Menu
Group or Action
Triage
Description
Moves to the Triage Reports area for that CI in the End User Management User
Reports application.This report displays BPM or RUM transaction data, organized by
location, for a selected period of up to 72 hours. For details, see Triage Report in the
APM User Guide.
By default, appears under the Go to Report shortcut menu.
Triage Raw Data
Opens the Triage Raw Data report. For details about the report, see Triage Raw Data
Report in the APM User Guide.
Web Service
Health
For future use.
WMQ Server
Summary View
Drills down to the MQ - Queue Managers view in the Diagnostics application.
Dynamic URL Parameters
The parameters for a dynamic URL are:
Constant
Description
NODE.NAME
The name of the CI. When the URL is executed, NODE.NAME is replaced by the
name of the CI from which you want to open the URL. The page specified in the URL
opens and is filtered to display only information related to the CI.
NODE.ID
The ID number of the CI. When the URL is executed, NODE.ID is replaced by the ID
number of the CI from which you want to open the URL. The page specified in the
URL opens and is filtered to display only information related to the CI.
NODE.STATUS
The status of the CI. When the URL is executed, NODE.STATUS is replaced by the
status of the CI from which you want to open the URL. The page specified in the URL
opens and is filtered to display only information related to status. The available
statuses are:
-4
downtime
-3
stop
-2
no data
-1
uninitialized
0
critical
5
major
10
minor
15
warning
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Constant
Description
NODE.PARENTID
The ID of the parent CI. When the URL is executed, NODE.PARENTID is replaced
by the ID of the parent of the CI from which you want to open the URL. The page
specified in the URL opens and is filtered to display only information related to the
parent CI.
NODE.CHILDIDS
The ID number of the CI's children. When the URL is executed, NODE.CHILDIDS is
replaced by a list of the IDs of the children of the CI from which you want to open the
URL. The page specified in the URL opens and is filtered to display only information
related to the child CIs.
NODE.NAME
The name of the node.
NODE.ID
The ID number of the node.
NODE.STATUS
To filter by status, use NODE.STATUS.
NODE.PARENTID
The ID of the parent CI.
NODE.CHILDIDS
The ID number of the child CIs.
List of Pre-Processor Classes
Pre-processor classes correspond to specific menus. In addition, a pre-processor class specifies the actions
performed before accessing the database.
Caution: Do not add new pre-processor parameters or make changes to a pre-processor class, without
consulting with HPE Software Support.
Dashboard Generic URL
Builds a generic URL using the following parameters (context menu actions might use a subset of the listed
parameters):
Parameter
Definition
ack.ackID
The location of the acknowledgment ID.
ack.closeDialog
Internal. This parameter must not be modified.
ack.cmdbObjectID
The location of the RTSM object ID.
autoGenerate
Internal.
COMMAND
Internal.
CMDB_NODE_ID
Internal. This parameter must not be modified.
CiID
Internal. This parameter must not be modified.
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Parameter
Definition
DATA_MODEL_SET_
TO_VALUE
Internal.
filter.fromDashboard
Used to add a dynamic value to the URL.
filterId
The ID of the filter. Internal. This parameter must not be modified.
filter.selectedVTIds
Used to add a dynamic value to the URL.
filter.timeBarBean.view
Internal.
FROM_DASHBOARD
Internal.
GRAPH_PROVIDER
Internal.
isFullScreen
Opens a popup window with the path to root. This parameter must not be
modified.
LoginBtn
Internal. This parameter must not be modified.
LoginName
The name of the user used to login the Deep Transaction Tracking
application.
loginURL
The URL of the Deep Transaction Tracking application.
NODE_ID
Converts to nodeId.
parentCmdbId
Internal.
Password
The password used to login to the Deep Transaction Tracking application.
pm.CMDBObjectID
Internal.
pm.VTObjectID
Internal.
popUp
Internal. This parameter must not be modified.
reportID
The ID number of the report.
REPORT_ID
Internal.
selectedCI
Internal.
selectedTxnClasses
Internal.
SELECTED_
MEASUREMENTS1
Internal.
SELECTED_
MEASUREMENTS2
Internal.
TX_NAME
Internal.
targetNodeIds
The ID of the target node.
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Parameter
Definition
URL
The URL of the new window.
Goto Trend Report
Context menu processor that deals with the Trend report drill down functions. It uses the following parameters
(context menu actions might use a subset of the listed parameters).
Parameter
Description
actionProcessorClass Internal. This parameter must not be modified.
PROFILE_ID
Internal. This parameter must not be modified.
URL
The URL of the new window.
REQUEST_TYPE
Internal. This parameter must not be modified.
NODE_ID
Converts to nodeId.
MEASUREMENT_1_
ID_
PREFIX
Internal. Used to control if the report is filtered by location or by transaction for
Business Process Monitor CIs.
MAX_
MEASUREMENT_
NUM
Maximum limit of measurements to filter in both SiteScope and Business
Process Monitor.
actionForward
Internal. This parameter must not be modified.
REPORT_NAME
Internal. This parameter must not be modified.
DIMENSION_ID_
PREFIX
Internal. Specifies to which report to drill down in the Trend report not from the
Availability and Response Time of Business Process Monitor but for other KPIs,
such as Download Time or DNS Time.
MEASUREMENT_0_
ID_
PREFIX
Internal. Specifies to which report to drill down in the Trend report not from the
Availability and Response Time of Business Process Monitor but for other KPIs,
such as Download Time or DNS Time.
Goto SiteScope
Opens the SiteScope Application using the following parameters (context menu actions might use a subset of
the listed parameters):
Parameter
Description
GROUP_NODE_NAME
The CIs group in SiteScope.
HOST_BY
The SiteScope host.
PATH
The path that includes all of the SiteScope groups.
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Parameter
Description
POST_FIX
The post fix expression to be added to the all URLs.
PROFILE_ID
The SiteScope profile to be used when opening SiteScope.
ROOT_PATH
The root path to SiteScope.
ROOT_POSTFIX
The SiteScope root.html document.
ITU Internal (Open Modal Window)
ITU represents the View manager tab in the RTSM application. The class deals with the View Manager tab.
The parameter is:
Parameter
Description
IURL
The URL of the HPE Application Performance Management machine.
NetScout URL
Deals with NetScout URL. The class does not use parameters.
Prepare Parameters (Dashboard)
Prepares parameters, in JavaScript. Those parameters are used by Service Health. Context menu actions
might use a subset of the listed parameters. The parameters are:
Parameter
Description
NODE_ID
Converts to nodeId.
nodeType
This parameter must not be modified.
selectFilterID
Dynamic parameter used by the class.
strutsAction
Dynamic parameter used by the class.
viewType
Dynamic parameter used by the class.
RunBookPreprocessor
For CIs whose CI type is mapped to an HPE Operations Orchestration (OO) run book, opens the Related Run
Books page in a new window using the following parameters:
Parameter
Description
FROM_DASHBOARD
Internal. This parameter must not be modified.
CMDB_NODE_ID
Internal. This parameter must not be modified.
SUSPECT_NAME
Internal. This parameter must not be modified.
CI_TYPE
Internal. This parameter must not be modified.
URL
The URL of the new window.
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Show Properties in VT
When you select the Properties option in the Model Explorer context menu, the Properties dialog box of the
selected CI is displayed. The parameter is:
Parameter
Description
URL
The URL of the new window.
View Manager (New Folder) Processor
Deals with the View Manager tab. The parameter is:
Parameter
Description
URL
The URL of the new window.
List of Post-Processor Classes
Post-processor classes are build to correspond to specific menus. In addition, a post-processor class
specifies the actions that are performed after accessing the database.
Caution: Do not add new post-processor parameters or make changes to a post-processor class,
without consulting with HPE Software Support.
CallJSOnPagePostProcessor
Context menu processor to expand Top View levels. The parameters are:
Parameter
Description
JS_CALL_PARAMS
Internal. This parameter must not be modified.
JS_METHOD_NAME
Internal. This parameter must not be modified.
Edit View (ITU)
Context menu processor that deals with the View Manager tab in the RTSM application. The parameter is:
Parameter
Description
PERMISSION_TYPE
Internal. This parameter must not be modified.
General View-manager Context Menu
Context menu processor that deals with the View Manager tab in the RTSM application. Context menu
actions might use a subset of the listed parameters. The parameters are:
Parameter Description
HEIGHT
The opened window height, in pixels.
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Parameter Description
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no scrolling tab
is added to the open window.
WIDTH
The opened window width, in pixels.
Goto KPIs Over Time Report
Context menu processor that deals with opening the KPIs Over Time report. This class does not have
parameters.
Goto Trend Report
Context menu processor that deals with the Trend report drill down functions. This class does not have
parameters.
Goto Triage Reports
Context menu processor that deals with opening the Triage report. Context menu actions might use a subset
of the listed parameters. The parameters are:
Parameter
Description
application_id
The ID of the application to be used when opening Diagnostics.
filter.selectedProfileId Internal. This parameter must not be modified.
menu_item_id
The ID of the menu action.
menu_item_url
The location where the parameters are calculated. This parameter must not be
modified.
reportID
The ID number of the report.
Goto RUM Event Analysis Reports
Context menu processor that deals with opening the RUM Event Analysis report.The parameters are for
internal use, and should not be modified.
Goto RUM Reports
Context menu processor that deals with opening the Real User Monitor report. Context menu actions might
use a subset of the listed parameters. The parameters are:
Parameter
Description
application_id
The ID of the application to be used.
autoGenerate
Internal parameter of the Raw Data Over Time report.
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Parameter
Description
EUM_DIMENSION_ID
The CI type which is filtered in the report (for example BTF or
transaction).
filter.applicationErrors
Internal. This parameter must not be modified.
filter.events
Internal. This parameter must not be modified.
filter.httpErrors
Internal. This parameter must not be modified.
filter.performance
Internal. This parameter must not be modified.
filter.httpErrors
Internal. This parameter must not be modified.
filter.selectedApplication
Internal. This parameter must not be modified.
filter.selectedApplicationErrors
Internal. This parameter must not be modified.
filter.selectedcmdbidsfromOuter Internal. This parameter must not be modified.
Application
filter.server
FilterBean.serverName
WildCard
Internal. This parameter must not be modified.
filter.vttTree
Type4Thecmdbidsfrom
OuterApplication
Internal. This parameter must not be modified.
filter.selectedEvents
Internal. This parameter must not be modified.
filter.selectedHttpErrors
Internal. This parameter must not be modified.
isContainer
Internal. This parameter must not be modified.
IS_POPUP
Internal. This parameter must not be modified.
menu_item_id
The ID of the menu action.
menu_item_url
The location where the parameters are calculated. This parameter
must not be modified.
monitorName
Internal. This parameter must not be modified.
problematicCI
Internal.
reportID
The ID number of the report.
reportType
Defines which of the results to take from the PNR KPI that relays in
the SLM tab.
selectedApplication
Internal. This parameter must not be modified.
selectedActionId
Internal. This parameter must not be modified.
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Parameter
Description
selectedTab
Internal. This parameter must not be modified.
time_view
Internal. This parameter must not be modified.
__UIF_FORM
Internal. This parameter must not be modified.
__UIF_APPLICATION
Internal. This parameter must not be modified.
Goto SOA Health Reports
Context menu processor that deals with opening the HPE Application Performance Management for SOA
reports. The parameters are for internal use, and should not be modified.
ITU Internal (Open Modal Window)
Context menu processor that deals with the View Manager tab in the RTSM application. Context menu
actions might use a subset of the listed parameters. The parameters are:
Parameter
Description
HEIGHT
The opened window height, in pixels.
PARAM0
This parameter is for internal use only. This parameter must not be modified.
PARAM1
This parameter is for internal use only. This parameter must not be modified.
PARAM2
This parameter is for internal use only. This parameter must not be modified.
PARAM3
This parameter is for internal use only. This parameter must not be modified.
PARAM4
This parameter is for internal use only. This parameter must not be modified.
PERMISSION_ Internal. This parameter must not be modified.
TYPE
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no
scrolling tab is added to the open window.
WIDTH
The opened window width, in pixels.
Locate Search Result Elements in the View Traverse
Context menu processor that deals with the search capability in Model Explorer. This class does not have
parameters.
Open the Properties Page From the View Traverse
When you select the Properties option in the Model Explorer context menu, the Properties dialog box of the
selected CI is displayed. Context menu actions might use a subset of the listed parameters. The parameters
are:
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Parameter Description
HEIGHT
The opened window height, in pixels.
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no scrolling tab
is added to the open window.
SLAVE_
WIN
If set to 1, it checks that the window closes when the application is closed.
WIDTH
The opened window width, in pixels.
Open Window
General post processor to open a request in a new window, rather than in the application frame. Context menu
actions might use a subset of the listed parameters. The parameters are:
Parameter
Description
ALERTDATE
The date when the selected SAP alert occurred.
ALERTTIME
The time of the selected SAP alert.
ALINDEX
The internal handle for the SAP alert.
ALSYSID
The SAP system which the alert came from.
ALUNIQNUM
The Id number of the SAP alert, as appears on the SAP system.
HEIGHT
The opened window height, in pixels.
MSEGNAME
Contains the type of the monitor and connection parameters (for example: SAP_
CCMS_calderone_MI6_00).
MSG
The name of the SAP alert.
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SapConnId
Uses the following syntax: <host name>:<user name> to connect to a specific
SiteScope monitor to retrieve the SAP alert. host name is the name of the host that
contains the R3 server where the SAP alert originated. user name is the name of the
user used to access the server to which the SiteScope monitor is connected.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no
scrolling tab is added to the open window.
SLAVE_WIN
If set to 1 it checks that the window closes when the application is closed.
szTargetHostIP
The IP of the SiteScope that sent the sample.
szTargetHostName The name of the SiteScope host that sent the sample.
WIDTH
The opened window width, in pixels.
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Parameter
Description
WIN_NAME
Specifies the window name.
SapProblemIsolationPostProcessor
Context menu processor that deals with Application Management for SAP. The parameters are:
Parameter
Description
Base URL
The location of the file /<HPE_APM_web_application_context_name (usually topaz)
>/jsps/dash/ClearEventContextMenu.jsp
timeInterval The period of time for which the historical information is kept for group CIs.
Default: 1 week
HEIGHT
The opened window height, in pixels.
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no scrolling
tab is added to the open window.
SLAVE_
WIN
If set to 1 it checks that the window closes when the application is closed.
WIDTH
The opened window width, in pixels.
Show All the Element Neighbors
Context menu processor that deals with Model Explorer. This class does not have parameters.
Switch Application in BAC
Context menu processor for drilling down from one application to another. This class does not have
parameters.
Switch Dashboard Tabs
Context menu processor that switches tabs in the Service Health application. The parameter is:
Parameter Description
TAB_ID
The ID of the tab. The tab ID is available in the application framework. If you change the tab
ID, it is recommended to change the name of the context menu action to match the name of
the tab that is opened by this option.
Switch Dashboard Tabs with Parameters
Context menu processor that passes internal parameters when switching from one tab to another in Service
Health. The parameter is:
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Parameter Description
TAB_ID
The ID of the tab. The tab ID is available in the application framework. If you change the tab
ID, it is recommended to change the name of the context menu action to match the name of
the tab that is opened by this option.
Window
Context menu processor that deals with opening new windows. Context menu actions might use a subset of
the listed parameters. The parameters are:
Parameter Description
HEIGHT
The opened window height, in pixels.
RESIZE
If set to 1, the window can be resized. If set to 0, the window cannot be resized.
SCROLL
If set to 1, a scrolling tab is added to the opened window, if required. If set to 0, no scrolling tab
is added to the open window.
SLAVE_
WIN
If set to 1 it checks that the window closes when the application is closed.
WIDTH
The opened window width, in pixels.
WIN_
NAME
Specifies the window name.
Context Menu Repository User Interface
This section includes:
l
"Context Menu Repository page" below
l
"New Context Menu/Edit Context Menu Dialog Box" on page 353
l
"New/Edit Group Dialog Box" on page 354
l
"Add Actions Dialog Box" on page 355
l
"New/Edit Action Dialog Box" on page 356
l
"Pre-Processor Parameter Details Dialog Box" on page 358
l
"Post-Processor Parameter Details Dialog Box" on page 359
l
"Restore Defaults Dialog Box" on page 359
Context Menu Repository page
This page displays the list of context menus and menu actions available in Service Health.
To access
Select Admin > Service Health > Repositories > Context Menus
Relevant tasks
"How to Customize a Context Menu Template in the Repository" on page 328
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Context Menu Tab
This tab enables an advanced user to modify existing context menus and to create new ones.
Important
To modify a context menu, select the context menu in the Context Menus tab and click the
information Edit button, or right-click the context menu and access the Edit menu command. For
details, see "New Context Menu/Edit Context Menu Dialog Box" on the next page.
A list of the predefined context menus and their descriptions is available in "List of Context
Menus" on page 329.
User interface elements are described below:
UI
Element (A-Z)
Description
Click the New Context Menu button to create a new context menu.
Click the Edit Context Menu button to edit the details of a selected context menu.
Click the Clone Context Menu button to create a new context menu, using a selected context
menu as a template.
Click the Delete Context Menu button to delete one or more selected custom context menu.
If you delete a Predefined (Customized) context menu, it is restored to default.
Restore to Default. Select an edited menu whose Type is Predefined (Customized), and click
to restore it to its original settings.
Click to refresh the page.
Export to Excel. Click to export the table to an Excel file.
Export to PDF. Click to export the table to a PDF file.
Name
The name of the context menu.
Type
Indicates one of the following context menu types:
l
Custom. New or cloned context menus.
l
Predefined. Out-of-the-box context menus that have not been modified.
l
Predefined (Customized). Out-of-the-box context menus that have been edited. You can
restore such a menu to its original settings using the Restore to Default button.
Actions Tab
This tab enables an advanced user to modify existing context menu actions, and to create new ones.
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Important
To modify a context menu action, select the action in the Actions tab and click the Edit
information button, or right-click the action and access the Edit menu command. For details, see
"New/Edit Action Dialog Box" on page 356.
A list of the predefined context menu actions and their descriptions is available in "List of
Context Menu Actions" on page 332.
User interface elements are described below:
UI
Element (A-Z)
Description
Click the New Action button to create a new context menu action.
Click the Edit Action button to edit the details of a selected context menu action.
Click the Clone Action button to create a new context menu action, using a selected action as
a template.
Click the Delete Action button to delete one or more selected custom context menu actions.
If you delete a Predefined (Customized) action, it is restored to default.
Restore to Default. Select an edited action whose Type is Predefined (Customized), and click
to restore it to its original settings.
Click to refresh the page.
Export to Excel. Click to export the table to an Excel file.
Export to PDF. Click to export the table to a PDF file.
Name
The name of the context menu action.
Type
Indicates one of the following context menu action types:
l
Custom. New or cloned context menu actions.
l
Predefined. Out-of-the-box context menu actions that have not been modified.
l
Predefined (Customized). Out-of-the-box context menu actions that have been edited. You
can restore such an action to its original settings using the Restore to Default button.
New Context Menu/Edit Context Menu Dialog Box
This dialog box enables you to modify information or enter new information for a context menu, its groups, and
its actions.
To access
In the Context Menu Repository page, click the New Context Menu button, or select a
context menu and click the Edit Context Menu button.
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Important
When creating a new context menu, type the name of the context menu in the New Context
information Menu dialog box. After you click Save, the New Context Menu dialog box contains the fields
described below.
A detailed list of context menus and their details is available in "List of Context Menus" on
page 329.
Relevant
tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI
Element (A-Z)
Description
<Menu
entity>
Displays a hierarchical view of the context menu. The highest level is that of the context menu
itself. Context menus can contain menu actions and groups; groups are containers for menu
actions.
The New button contains the following options:
l
l
New Action. Create a new menu action (default). For details, see "New/Edit Action Dialog
Box" on page 356.
Group. Create a new group, and add menu actions to the group. For details, see "New/Edit
Group Dialog Box" below.
Click the Add Action button to add a menu action to the context menu. You can add an action
that is already defined in the Context Menu Repository, or create a new action. For details, see
"Add Actions Dialog Box" on the next page.
A detailed list of actions is available in "List of Context Menu Actions" on page 332.
At the context menu level, click the Edit Item button to edit the name of the context menu.
At the group level, click the Edit Item button to edit the details of the group. For more details, go
to "New/Edit Group Dialog Box" below.
Note: To edit an action, access the Actions tab. For details, refer to the Actions Tab section in
"Context Menu Repository page" on page 351.
Click the Delete button to delete a group or action.
Note: Custom context menus can be deleted from the Context Menu tab itself.
Click the Move Up button to move a group or action higher in the menu hierarchy.
Click the Move Down button to move a group or action lower in the menu hierarchy.
Click the Clear Selection button to clear the selection.
New/Edit Group Dialog Box
This dialog box enables you to modify existing information or enter new information about a menu group.
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To access In the New/Edit Context Menu dialog box, click the New Group button, or select an existing
group and click the Edit Item button.
Relevant
tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below:
UI
Element Description
<Group
Name
area>
Select a name for the group using the following options:
l
l
<Add
Actions
area>
New group name. Enter a name for the group.
Predefined names. Select one of the predefined group names. Note that selecting one of
these names does not automatically select any actions.
Add actions to the group using the following options:
l
l
Available Actions. Select one or more actions to add to the group, using the CTRL key for
multiple selection. For details about the available actions, see "List of Context Menu
Actions" on page 332.
New Action. Click the New Action button to create a new action and add it to the group.
The new action is also added to the Context Menu Repository. For details, see "New/Edit
Action Dialog Box" on the next page.
Note: Actions can be deleted from a group using the Edit Context Menu dialog box.
Add Actions Dialog Box
This dialog box enables you to add menu actions to a context menu or group. You can add actions that already
exist in the Context Menu Repository, or create a new action.
To access
In the New/Edit Context Menu dialog box, click the Add Action button.
Relevant tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below:
UI
Element (A-Z)
Description
Available
Actions
Select menu actions that exist in the Context Menu Repository to add to the context menu or
group. Select multiple actions by holding down the CTRL key.
For details about the default actions, see "List of Context Menu Actions" on page 332.
New
Action
Click the New Action button to create a new menu action and add it to the context menu or
group. The new action is also added to the Context Menu Repository.
For details, see "New/Edit Action Dialog Box" on the next page.
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New/Edit Action Dialog Box
This dialog box enables you to modify information or enter new information for a context menu action.
To access
In the Actions tab on the Context Menu Repository page, click the New button, or select an
action and click the Edit button.
Important
Do not add new pre- or post-processor parameters, or make changes to a pre- or postinformation processor class, without consulting with HPE Software Support. Classes are built for
specific context menus, and making changes to a class may change its behavior.
Relevant
tasks
"How to Customize a Context Menu Template in the Repository" on page 328
Common Settings
User interface elements are described below:
UI Element (A-Z)
Description
Restore
Defaults
Enables to restore modified menu action settings to their defaults. This is only applicable for
Predefined (Customized) actions.
For details, see "Restore Defaults Dialog Box" on page 359.
Action Settings Area
User interface elements are described below:
UI
Element (A-Z)
Context
Description
(Optional) You can use this field to categorize actions with labels that are meaningful to you;
by default this field is empty.
If you have a number of actions with the same name, you can add an additional label in the
Context field. This label is appended to the action name, and the action is displayed in the
repository as <action name> (<context>). The context is only displayed in the Actions tab,
and in the list of actions used when creating a context menu.
Name
The name of the action.
PostThe name of the post-processor class to be used to perform the corresponding action after
Processor accessing the database, when this menu option is selected.
Class
The list of parameters used by the post-processor class for the current context menu action is
provided in the Post-Processor Parameters area.
For details about the post-processor classes and their parameters, see "List of PostProcessor Classes" on page 345.
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UI
Element (A-Z)
Description
PreThe name of the pre-processor class to be used to perform the corresponding action before
Processor accessing the database, when this menu option is selected.
Class
The list of parameters used by the pre-processor class for the current context menu action is
provided in the Pre-Processor Parameters area.
For details about the pre-processor classes and their parameters, see "List of Pre-Processor
Classes" on page 341.
Pre-Processor Parameters Area
Important
information
The parameters listed in this area belong to the class listed in the Pre-Processor Class
field.
For details about the pre-processor classes and their parameters, see "List of PreProcessor Classes" on page 341.
User interface elements are described below:
UI
Element (A-Z)
Description
Click to create a new pre-processor parameter. For details, see "Pre-Processor Parameter
Details Dialog Box" on the next page.
Click to edit the details of a selected pre-processor parameter. For details, see "PreProcessor Parameter Details Dialog Box" on the next page.
Click to delete one or more selected pre-processor parameters.
Click the Select all button to select all the pre-processor parameters.
Click the Clear Selection button to clear the selection.
Post-Processor Parameters Area
Important
information
The parameters listed in this area belong to the class listed in the Post-processor Class
field.
For details about the post-processor classes and their parameters, see "List of PostProcessor Classes" on page 345.
User interface elements are described below:
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UI
Element (A-Z)
Description
Click to create a new post-processor parameter. For details, see "Post-Processor Parameter
Details Dialog Box" on the next page.
Click to edit the details of a selected post-processor parameter. For details, see "PostProcessor Parameter Details Dialog Box" on the next page.
Click delete one or more selected post-processor parameters.
Click the Select all button to select all the post-processor parameters.
Click the Clear Selection button to clear the selection.
Pre-Processor Parameter Details Dialog Box
This dialog box enables you to modify existing information or enter new information about the pre-processor
parameter.
To access
In the New/Edit Action dialog box, click New Pre-Processor Parameter or click the Edit
button for the appropriate parameter.
Important
information
Do not add new pre- or post-processor parameters, or make changes to a pre- or postprocessor class, without consulting with HPE Software Support.
For details about the pre-processor classes and their parameters, see "List of PreProcessor Classes" on page 341.
Relevant
tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below:
UI
Element (A-Z)
Description
Convert
To
This key is used if the key is a parameter in the URL. In this case, the URL is added with the
converted key and the value.
Key
The parameter's key. The GenericURLPreprocess parameter has certain predefined keys:
URL_SUFFIX and URL (or a composition of PROTOCOL, HOST, and PORT).
Value
The parameter's value. In case of a URL key, it can be a certain URL (for example:
http://www.hpe.com) The value can also be retrieved from the CI using an Escaping sequence
form; for example: NODE-ID to get the CI Id.
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Post-Processor Parameter Details Dialog Box
This dialog box enables you to modify existing information or enter new information about the post-processor
parameter.
To access
In the New/Edit Action dialog box, click New Post-Processor Parameter or click the
Edit button for the appropriate parameter.
Important
information
Do not add new post-processor parameters, or make changes to a post-processor class,
without consulting with HPE Software Support.
For details about the post-processor classes and their parameters, see "List of PostProcessor Classes" on page 345.
Relevant
tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below:
UI
Element (A-Z)
Description
Key
The parameter's key.
Value
The parameter's value. The value can also be retrieved from the CI using an Escaping
sequence form; for example: NODE-ID to get the CI Id.
Restore Defaults Dialog Box
This dialog box enables you to restore predefined settings, for menu actions whose type is Predefined
(Customized).
To access
In the Edit Action dialog box, click the Restore Defaults button.
Relevant tasks
"How to Customize a Context Menu Template in the Repository" on page 328
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element (A-Z)
Description
<Modified fields>
The menu action definition fields that have been modified are automatically selected.
Select the fields which you want restored to default, and click Save.
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Part 2: Service Level Management
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Chapter 18: Service Level Management
Overview
In Service Level Management (SLM), an administrator defines service level agreements (SLAs) that represent
the formal and informal contracts your organization has with your service providers and customers. SLAs
include operational level agreements (OLAs), and underpinning contracts (UCs).
SLM determines compliance with your SLAs by measuring your business applications. You can define
business service entities (Business Service and Infrastructure Service CIs) that represent the service
offerings in your service catalog, and map measurements for service-related processes and network
components to each service CI. The service CIs are added to your SLAs. You can also add CIs representing
service-related processes and components directly to your SLAs.
The data produced by the service-related measurements helps you determine whether the availability and
performance requirements of users and infrastructure are being met. SLM calculates key performance
indicator (KPI) and health indicator (HI) values from the received availability and performance data, and
compares them with required service level objectives. The results are displayed in reports. For details, see
"Service Level Management Application Overview" in the APM User Guide.
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Administration
To access the SLM administration pages, select Admin > Service Level Management.
SLM Administration includes the following:
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Agreements Manager. In this tab, you create SLAs and recalculate existing SLAs.
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SLAs. You manage SLAs, OLAs, and UCs that reflect actual agreements you have with your service
providers and customers. The SLAs enable you to build reports showing the level of service
management. For details, see "Building SLAs with the SLA Wizard" on page 366.
Recalculations. You can run recalculations on an SLA, usually after making retroactive changes. For
details, see "Recalculation for SLAs" on page 388.
SLA Data Corrections. In this tab, you define retroactive data corrections for incidents that may skew
results and which you may want to exclude from reports. For details, see "Retroactive SLA Data
Corrections" on page 462.
SLA Alerts. In this tab, you define alert schemes to notify users of changes in SLA status. For details,
see "SLA Alerts Administration" on page 548.
Assignments. In this tab, you can view and modify:
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The definitions for the automatic assignment of KPIs, HIs, and business rules to monitoring CIs
included in an SLA.
The definitions for the automatic propagation of KPIs to higher-level CIs.
For details, see "Indicator Assignments and Propagation" on page 488.
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Services Manager. In this tab, you define service CIs to represent business and infrastructure services
provided and consumed by your department. For details, see "Services Manager" on page 451.
Repositories. In this tab, you can define offering packages, calendars, and outage categories, and define
new KPIs, HIs, and rule types.
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Service and CI Offerings. Offerings packages (service offerings and CI offerings) define KPIs and
objective thresholds to use with the services and other CIs in an SLA. For details, see "Service and CI
Offerings" on page 472.
Calendars. Calendars specify periods during which objectives must be checked. SLM provides two
default calendars (24x7 and Business Hours); you can define more if needed. For details, see
"Calendars for SLAs" on page 526.
Outage Categories. Outage categories can be used in SLM reports, to make results more meaningful.
SLM provides default categories (Database, Network, Undefined, and Webserver); you can define
more outages categories if needed. For details, see "Outages" on page 538.
KPIs. SLM includes default KPIs that are used when defining SLAs and offering packages. For details,
see "KPI Repository" on page 573.
Indicators. SLM includes default HIs that are assigned to CIs. For details, see "Indicator Repository"
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on page 581.
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Business Rules. SLM includes default business rules that are used with the KPIs and HIs. For
details, see "Business Rule Repository" on page 582.
The Rules API can be used to create new rules. For details, see SLM Rules API in the APM
Extensibility Guide.
Note: For information on the number of SLAs supported by APM, refer to the APM Capacity Calculator
and to the SLM Benchmark Testing document, both available from the HPE Software Support site
(https://softwaresupport.hpe.com/).
Tracking Changes With the Audit Log
You use the audit log to track configuration changes to your SLAs and services. The audit log displays all
configuration changes that can affect reports.
As the audit log can become very long, you can use filters to display only those SLAs and services in which
you are interested.
The audit log tracks the following changes:
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Creation or deletion of an SLA.
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Any changes made to an SLA.
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The addition of a configuration item (CI) to, or removal from, an SLA.
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Any changes made to services and offering packages.
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Any changes to data correction scheduling, including the creation, editing, and removal of data
corrections.
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Any changes to the calendars.
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Any changes to user permissions.
For details on using the audit log, see Audit Log in the APM Platform Administration Guide.
Data Purging
Data collection tables can grow to a very large size, and thus need occasional purging. For details on
managing historical data and the Purging Manager, see Partitioning Databases and Purging Historical Data
from Databases in the APM Platform Administration Guide.
Service Level Management calculates aggregated data for SLA reports, and this aggregated data is stored for
long periods. However, the raw data from the various monitoring sources is stored in the database for limited
periods, according to the purging policy for each data type (see the settings on the Admin > Platform >
Setup and Maintenance > Data Partitioning and Purging page).
If you want to re-aggregate data (when doing SLA recalculations) from earlier periods, you need to make sure
that the raw data is available to do the calculations for those periods. For example, if there is a two week
purging policy for SiteScope data, but your organization sometimes needs to recalculate SLAs four weeks
retroactively, then you need to change the purging policy for SiteScope to four weeks so that SiteScope data
is available for the calculations.
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If you need to re-aggregate data for further back than three months, then as well as making sure that the raw
data is available, you must also change the default three month limit for the recalculation policy. To modify the
limit, select Admin > Platform > Setup and Maintenance > Infrastructure Settings, open Applications
> Service Level Management, and locate the Recalculation period limit entry. Modify the value according
to the period you need. (We do not recommend that you lengthen the period because of the increased time
required for the recalculation task.)
For information on recalculation, see "Recalculation for SLAs" on page 388.
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If you recalculate an SLA for a period when the raw data has already been purged, you lose the
previously calculated data for that period.
Increasing the data stored in the database can impact on system performance. Changes to the
purging policy and recalculation policy settings are advanced tasks that should be performed only
by an administrator or HPE Software Support.
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SLAs
Note: In general, usage of the terms SLA or agreement in both the Application Performance
Management user interface and documentation includes SLAs, OLAs, and UCs; one exception to this is
when you specifically select SLA as the SLA type in the user interface. For details on these terms, see
"SLAs, OLAs, and UCs" on page 376.
You use the Agreements Manager to create and manage your SLAs.
In the Agreements Manager, you create service level agreements (SLAs, OLAs, and UCs) that represent
contracts entered into by your department with service providers and customers. To achieve this, you extract
measurements information from the actual service contract, and interpret this information within an SLA by
adding the appropriate configuration items (CIs).
Service Level Management monitors the SLAs to check compliance with your service contracts. Your users
can view SLM reports to see how well actual service levels compare with SLA goals.
The SLAs are based on CIs representing the services you need to monitor. You add to each SLA the Business
Service and Infrastructure Service CIs (that is, the CIs that actually measure the performance of your
infrastructure components and business applications). Those CIs are, in turn, mapped to the service-related
CI topology that supports the service. You can also add service-related CIs directly to the SLA.
Before you create the SLAs, you must populate the Run-time Service Model (RTSM) with the required
service-related CIs, and model your topologies. You can model service topologies using the Modeling Studio,
or in the Services Manager in SLM. For details, see "Modeling Studio" in the Modeling Guide, and "Services
Manager" on page 451.
Compliance with SLA objectives is measured using the input from two types of indicators attached to CIs:
key performance indicators (KPIs) and health indicators (HIs). These indicators are assigned automatically to
CIs, together with their business rules and objective thresholds, based on assignment definitions and offering
packages. For details, see "Indicators for CIs" on page 371.
Within each SLA, you can also attach additional KPIs and HIs to the CIs.
SLM includes default indicators, with default rules and values. If you want to use customized KPIs, HIs, or
rules with the CIs, you should define them before creating your SLA. For details, see "How to Customize a
KPI Template" on page 573, "How to Customize a Business Rule Template" on page 628, and "Indicator
Repository" on page 581.
For more information on how to build SLAs, see "Building SLAs with the SLA Wizard" on the next page.
Note: SLM uses its own indicators and rules, and not those of Service Health.
Example of Interpreting a Service Level Agreement (SLA)
The following is an example of clauses in an SLA:
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Users will be able to access the HPE Web site within 8 seconds for 98% of the time during West Coast
business hours. After business hours, they will be able to access the site within 12 seconds for 95% of the
time.
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The average round-trip transmission between a UUNET-designated Hub Router in the Sunnyvale
metropolitan area and a UUNET-designated Hub Router in the Chicago metropolitan area will take 120
milliseconds or less during business hours and 150 milliseconds or less after business hours.
When you define an SLA in SLM to represent this agreement, these clauses are interpreted as the following
calendars and KPI objectives (for previously created Business Process Monitor, SiteScope, and Real User
Monitor CIs):
Term
During Business Hours
After Business Hours
Calendar
9 AM to 5 PM, Monday to Friday PST
5 PM to 9 AM, Monday to Friday PST
5 PM Friday to 9 AM Monday PST
CI 1 (measures
availability objective)
98%
95%
CI 2 (measures
response time
objective)
Home page must download within 8
seconds.
Home page must download within 12
seconds.
CI 3 (measures
network response
time)
120 milliseconds from hub router in
Sunnyvale to hub router in Chicago
150 milliseconds from hub router in
Sunnyvale to hub router in Chicago
Building SLAs with the SLA Wizard
You define SLAs in the SLA Wizard. The SLA Wizard enables you to combine into a single SLA all the
components needed to determine compliance with your service contract goals. These components define the
monitoring environment and measurements that are applied for the SLA, and include CIs, indicators,
thresholds, calendars, and tracking periods.
The SLA can be based on service CIs, or non-service CIs that relate to the SLA services, or a combination of
both.
Tip: We recommend that you base your SLA on services; you should add non-service CIs directly to the
SLA only if the services are not sufficient.
Basing the SLA on service CIs facilitates integration with other service-based solutions. The service CIs
(Business Service CIs or Infrastructure Service CIs) can be defined before you define the SLA (in the
Services Manager page), or can be defined from the Select CIs page of the SLA Wizard. For task details, see
"How to Define a Service for an SLA – Use-Case Scenario" on page 452.
A service CI has an attached topology of all the CIs in the RTSM that are related to that service. For example,
you might create a Business Service CI called Online Payment Service, and attach all CIs in the system
that are related to the online payment service to that Business Service CI. The Online Payment Service CI
can then be added to any SLA you create that involves the online payment service.
The non-service CIs that you add to your SLAs can be individual leaf CIs, or whole CI hierarchies that are not
part of a service topology.
After adding a service CI or other CI topology to your SLA, you have the option to fine-tune the CIs that are
included in the SLA. For example, the Business Service CI Online Payment Service includes in its topology
all CIs that monitor a particular web server. This web server is not applicable for the SLA you are creating, so
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you use the Fine Tuning option in the SLA Wizard to filter the Online Payment Service topology, and
exclude the unnecessary CIs. All other service-related CIs that are part of the Online Payment Service CI
topology remain attached to the SLA.
During SLA creation, you define the offering packages to use for the CIs. The offering package types are:
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Service offerings for service CIs
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CI offerings for non-service CIs (that are not part of a service hierarchy)
Offering packages include KPIs, rules, and objectives to apply for each CI. You can customize offering
package content as required. For task details, see "How to Create or Edit a Service or CI Offering" on page
474.
When there is a need, you can also fine-tune information for individual CIs within the SLA, including KPIs,
HIs, objectives, selectors, outages, and calculation weights (this is intended for users with advanced
understanding of CI and indicator functioning).
Tip: We recommend that, as far as possible, you set up offering packages and assignments for
specialized monitoring, and use those preconfigured settings when defining the SLA, rather than making
manual changes to HIs and KPIs in the SLA.
For user interface details, see "New SLA/Edit SLA Wizard" on page 433. For task details, see "How to Use
SLM to Monitor Your Service Agreements" on page 389 and "How to Define an SLA in the SLA Wizard - UseCase Scenario" on page 392.
CIs in SLAs
SLAs are built from the CIs that represent your service-related network components and applications.
This section includes the following topics:
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"Measuring SLA Performance with CIs" below
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"Consuming Metrics and Event Data in SLAs" on the next page
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"Impact Model and CI Hierarchies" on the next page
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"Filtering of Non-Persistent CIs" on page 370
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"Maximum CIs in an SLA" on page 370
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"Working with SiteScope Groups, Monitors, and Measurements" on page 371
Measuring SLA Performance with CIs
The KPIs and HIs attached to each CI measure the performance of each CI, by comparing the data received
for the CI over a calculation period with defined SLA objectives, to provide an indication of how well SLA goals
are being met.
For example, you might add the following CIs to your SLAs (either individually, or as part of a hierarchy for a
CI), to check if availability percentages and performance times reflect the terms of the SLA:
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A CI from the Business Process Monitor domain that measures the time taken to add a purchase to a
shopping cart.
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A CI from the SiteScope domain that measures runtime for a servlet on a WebLogic application server.
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A CI from the SiteScope domain that measures the percentage of free disk space on a database server.
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Caution: The SiteScope Health groups that are automatically created for every SiteScope machine
have no business impact. The SiteScope Monitor CIs that are included in the Health groups should not
be included in SLAs.
When required, your SLAs can include Business Process Monitor domain CIs, broken down by location. For
details, see "Breakdown by Location for BPM CIs" on page 377.
For more information on KPIs and HIs, see "Indicators for CIs" on page 371.
Consuming Metrics and Event Data in SLAs
The results calculated for the CIs in your SLAs can be derived from metrics and/or events consumed within
APM:
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Metrics. Metrics arrive in samples, sent to APM by the data collectors, for example, a sample from a
Business Process Monitor containing metrics on the response time for running a transaction. The metric
samples are mapped to an HI on a monitored CI, and the HI rule calculates a result (value/status) based
on the metrics accumulated over the calculation period.
Events. For events arriving to APM, the Service Health statuses of the corresponding HI are stored in a
database. SLM reads the status changes from the database, and calculates a value for the HI, using the
HI Availability rule. For example, over an hour calculation period, the rule calculates the percentage of time
the HI was not in failure status during the hour. For more details, see "HI Availability" on page 599.
Impact Model and CI Hierarchies
When defining an SLA, you can add individual CIs, or add group CIs that derive their status from a hierarchy of
CIs that impact the added CIs. For example, you might add a Business Service CI with a hierarchy of servicerelated CIs that make up that service.
The APM impact model determines the direction of impact between the CIs in the hierarchy, using calculated
relationships. These calculated relationships determine the propagation direction between parent and child
CIs.
When there is no calculated relationship between a parent CI and a child CI, the child CI is automatically
excluded from the topology for a service or other group CI within the SLA.
When adding a CI and its hierarchy to an SLA, you can choose to add the entire impact hierarchy from the
RTSM for the selected CI. Alternatively, you can choose to add a limited impact hierarchy that includes CIs
that impact the selected CI only if they appear in the view from which you are adding the CI to the SLA. For
details, see "Select CIs Page" on page 436.
In the following example, using the Add CIs with their impact model hierarchy button to add the Sanity
service CI to the SLA, adds the CI to the SLA together with a hierarchy of child CIs that do not appear in the
Business Services view in the left pane:
.
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If the Add CIs with their impact model hierarchy (only CIs that are included in the view) button is used
to add the Sanity service CI to the SLA, only that CI is added; the hierarchy of child CIs for the CI are not
included in the Business Services view and so are not added to the SLA:
.
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For more information on the impact model used by APM, see "Impact Modeling" in the Modeling Guide.
Each CI you select to add to an SLA is added directly under the SLA root. All the hierarchy for the CI
(according to your impact selection) is added under the CI.
Filtering of Non-Persistent CIs
CIs that are defined to receive non-persistent samples cannot be included in an agreement. Persistent data
refers to data that is stored in the database, while non-persistent data is reported only to the bus. If you try to
add prohibited CIs to an SLA, you get a message listing the CIs that are excluded from the agreement.
The non-persistent CI types (CITs) are defined in the Prohibited configuration item types XML file,
accessed from the Infrastructure Settings Manager. To modify the list of CITs, select Admin > Platform >
Setup and Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select Service Level Management.
3. Locate the Prohibited configuration item types (CIT) entry, and edit as required.
Maximum CIs in an SLA
The number of CIs that can be included in an SLA is determined by the deployment scale defined for SLM in
Server Deployment (accessed from Platform Administration). By default, you can define up to the following:
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Small scale deployment - up to 500 CIs.
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Medium scale deployment - up to 1000 CIs.
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Large scale deployment - up to 2500 CIs.
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To modify these limits, select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select Service Level Management.
3. Locate the Maximum number of CIs for SLA entry, and edit as required.
Working with SiteScope Groups, Monitors, and Measurements
The recommended way to create an SLA is using the CIs that represent your service-related network
components and applications.
However, if you are working with SiteScope, and you have already set up your CI structure with SiteScope
groups, monitors, and measurements, you can use the System Monitors view to create an SLA based on
these elements. Within this view, the KPI and HI assignment mechanism assigns KPIs and HIs to groups,
monitors, and measurements as required.
Indicators for CIs
The performance of an SLA is calculated based on the performance of the CIs in the SLA, and the
performance of the CIs is measured using two types of indicators, KPIs and HIs. The KPIs and HIs
definitions include, as appropriate, business rules, objective thresholds, and selectors. The indicators are
attached automatically to the CIs that you add to an SLA.
For each monitoring domain, SLM provides default indicators. If you import additional content packs into
APM, the appropriate indicators for the data are added to SLM and automatically used for the relevant CIs.
KPIs for CIs
Key performance indicators (KPIs) provide high-level information on how well each CI in an SLA is performing,
compared with the objectives set for that CI and it's KPI within the SLA. Each KPI calculation is based on
data from HIs, child or sibling KPIs, or a combination of these, according to the business rule for the KPI.
Each KPI has a business rule that calculates KPI status or value (or both). For example, you can specify a
rule that sets the status of the KPI to the worst status of any HI attached to the CI, or to the average value of
all KPIs attached to the child CIs. Each change in status for a KPI attached to a CI may in turn trigger a
change in status for the KPI on the parent CI, and so forth up the hierarchy.
SLM assigns the KPIs to each CI in an SLA, together with the business rule and objective thresholds used by
each KPI, based on a combination of KPI assignment definitions and offering package definitions.
Assignment is automatically activated when you add CIs to an SLA, remove CIs from an SLA, or modify links
between a CI and its parent CIs in an SLA. For more information, see "Indicator Assignments and
Propagation" on page 488. For more information on offering packages, see "Offering Packages in SLAs" on
page 473.
In addition, you can manually attach KPIs to the CIs within an SLA, and edit the attached KPIs. You can
attach a KPI to any CI, at any level in the SLA hierarchy. For details on attaching and editing KPIs, see "Add
KPI for CI/Edit KPI for CI Dialog Box" on page 419.
The KPIs, whether attached automatically or manually, propagate up the CI hierarchy in the SLA based on
KPI propagation definitions. For details on propagation definitions, see "Propagation Rules" on page 491.
When adding KPIs to a CI, note the following:
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By default, a maximum of 6 KPIs can be attached to any CI. (You can change this in the Infrastructure
Settings page, see "Maximum Number of KPIs to a CI" below.)
The KPIs that you attach to a CI, or changes that you make to a KPI for a CI, are only active within the
current SLA. These changes have no affect on the CI or KPIs within other SLAs.
The applicable rule list displayed for the KPI may vary, depending on the specific CI type to which the KPI
is attached.
SLM uses its own KPIs, only viewable in SLM reports. The exception to this is the PNR KPI, which is
used to show SLA data in Service Health. For details, see "Viewing PNR Data for SLAs in Service Health"
on page 388.
KPI Domains
Domains are groups of KPIs that monitor similar functions; KPIs are assigned to domains within the KPI
repository. For example, the Network domain contains the Network Availability and Network Performance
KPIs, while the Business Health and Business Performance KPIs are assigned to the Business domain.
Within the KPI repository you can create a domain to suit your organization's needs. For user interface details,
see "New KPI/Edit KPI Dialog Box" on page 578.
Maximum Number of KPIs to a CI
By default, you can assign up to six KPIs to a single CI in an SLA.
To modify this limit, select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select Service Level Management.
3. Locate the Maximum number of KPIs for a single CI entry and edit as needed. You can enter a value
between 3 and 20.
HIs for CIs
Health indicators (HIs) provide fine-grained measurements on the CIs that represent your monitored
applications and business services. Some HIs provides business metrics such as backlog and volume, while
others monitor various aspects of performance and availability such as CPU load or disk space. HIs are
based on the data consumed by APM, calculating results from metrics in the incoming samples sent by data
collectors, or from status changes recorded for events sent to APM, and thus represent the actual monitored
components in the hierarchy of calculations for an SLA.
For an introduction to health indicators, see Health Indicators in the APM User Guide.
KPIs and HIs are automatically assigned to the monitored CIs in an SLA. When the rule for a KPI defines that
its calculation is based on HIs, the KPI is assigned only when at least one of its related HIs is also defined to
be assigned to the CI, based on the HI assignment definitions. For more information, see "Indicator
Assignments and Propagation" on page 488.
You can manually attach HIs to the CIs within an SLA, and edit the attached HIs. For details on attaching and
editing KPIs, see "Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box" on page 414.
The definition for each HI includes a rule, rule parameters, objectives for the selected calendar and tracking
periods (optional) and a selector. By default, the HI uses the same objective thresholds as the corresponding
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KPI (taken from the offering package for the CI). The selector defines which data samples on the database are
relevant for the HI (see "Selectors " below).
As with KPIs, the Business Logic Engine calculate a value for the HI, and compares the value with the
objective thresholds for the HI to assign a status (depending on the rule definitions).
Note: When the Synthetic User Transaction Performance HI and the BPM Percentile rule are used
together for a BPM CI, the definition for the rule includes an import mechanism that can import the
transaction threshold settings. For details, see "Imported Transaction Thresholds" on page 385.
Maximum number of HIs to a CI
By default, you can assign up to ten HIs to a single CI in an SLA.
To modify this limit, select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
1. Select Applications.
2. Select Service Level Management.
3. Locate the Maximum number of Health Indicators for a single CI entry and modify as needed. You
can enter a value between 3 and 20.
Selectors
When a monitored CI is assigned an HI, the HI properties include a selector. A selector is a filter definition that
defines which samples are relevant for the HI calculation. The Business Logic Engine uses the selector to
identify and utilize the data that is relevant for each CI and its HIs. Different selectors can be used by different
HIs (with corresponding rules), enabling the use of different samples for each HI attached to the same CI.
Note: Selectors are also used for the Outages KPI when using certain outage rules.
Each selector filter consists of one or more selector expressions, defining the conditions for identifying a
relevant data sample. There is an AND relationship between each of the selector expressions within a filter,
dictating that all conditions must be met (all selector expressions must have result TRUE) for a data sample
to qualify for that selector filter.
If more than one sample type is relevant for the HI, then the selector can contain multiple filters. There is an
OR relationship between each selector filter, dictating that a data sample needs to meet the requirements of
only one of the selector filters to qualify for the HI.
If you define a new HI instance for a CI, SLM uses a default selector for the HI. The default selector
definitions include the health indicator type and the RTSM ID of the CI. The default selector is defined in an
XML file, accessed from Admin > Platform > Setup and Maintenance > Infrastructure Settings. Select
Applications > Service Level Management > Default selector for new health indicators.
Note: The default selector is applied only when defining an HI on a single CI, not when defining an HI for
multiple CIs.
For user interface details, see "Selector Area" on page 417.
For a task on defining selectors, see "How to Define Selectors for HIs" on page 85.
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Providers and Customers for Services and SLAs
When creating SLAs and services, you can define the service provider providing the services being
consumed, and the customer consuming the services. They can be part of your internal IT department or
external. If required, you can associate a provider with each service, and associate a different provider with
the SLA that contains those services.
The service providers and customers are added as organization entities in the RTSM, as part of the Business
Units view, and are then available to use with any other SLAs or services. If required, you can create
relationships between Organization CIs, and define additional Organization CIs, in the Admin > RTSM
Administration > Modeling > IT Universe Manager page. For each Organization CI, you can build a
hierarchy of components.
For user interface details, see "Select Customer Dialog Box" on page 444 and "Select Provider Dialog Box"
on page 445.
After linking organization entities to your SLAs, you can see information organized by providers and
customers in some of the SLM reports and in the SLA Management tab. You can also see information on the
services associated with providers in the Service Providers view (available in the SLA Management tab and in
Service Health).
Weights for KPI Calculations
You define weights for CIs in the SLA Wizard (see "CI Data Area - Weights Tab" on page 443).
You define weights on child CIs, so that a weighted child CI has more impact on the KPI calculations for the
parent CI than the other child CIs. The weights are only applied for KPIs that have a rule that uses weights, for
example, if the rule calculates a percentage. All group rules that calculate an average based on child KPI
results, take child weights into consideration in calculations.
For example, your SLA includes a Business Application CI that contains two Business Transaction CIs. You
decide that availability and performance for the first BT CI are more important than for the second, and so you
give the CIs weights of 2 and 1. When Service Level Management calculates the KPI values for the Business
Application CI, child CI 1 contributes two thirds of the overall score and CI 2 contributes one third.
Tip: When assigning weights to CIs, it may be helpful to consider the percentage weight you want to give
each CI. For example, if you have two CIs and you think one should carry 40% of the weight and the other
60%, you could set their weights at 40 and 60 respectively.
Note: By default, Six Sigma calculations do not take weighting into account.
How to Import Weight Values for CIs
You can input CI weight values into an SLA using an XML file. This reduces the chance of error and is less
effort than manually entering weights. For more information about weights, see "Weights for KPI
Calculations" above.
The XML structure of the input is HTTP Post standard which means that you can send large amount of data
with no size limitation. This makes it easy to configure the weight values for a large number of CIs at one time.
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XML Format
The XML file must be in the following format:
<?xml version="1.0"?>
<sla>
<name>name-sla</name>
<parents>
<name>tx_5_10_15</name>
<children>
<name>tx_10</name>
<weight>2</weight>
</children>
<children>
<name>tx_15</name>
<weight>3</weight>
</children>
</parents>
</sla>
The input parameters are defined as follows:
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sla – Contains the SLA name and can contain multiple parents. It is the root of the xml file.
parents – Contains the name of the CI parent and can have multiple child parameters. The parent name is
important as there may be SLAs with multiple child CIs with the same name but with different parents.
children – Contains the name of the child CI and the weight parameter. The weight parameter can be a
double-format value (including a decimal point).
Note: If the XML file contains the same CI parent more than once, the system uses the last value in the
file.
Posting the XML File
The XML file is made available to APM using Representational State Transfer (REST). You can use any
standard REST client to post the XML file using a URL in the following format:
http://<Gateway Server>/topaz/slm/customers/<Customer ID Number>/setNewWeightValues
Posting the file using RESTClient
You can post the XML file using RESTClient, an open source application. You can find information about
where to download the RESTClient from the following location: http://code.google.com/p/rest-client/.
After you download and install RESTClient, you can use it to post the XML file as follows:
1. In RESTClient, in the URL field enter the following URL:
http://<Gateway Server>/topaz/slm/customers/<Customer ID Number>/setNewWeightValues
2. In the HTTP Method area, select POST.
If the Rest Client requires a POST type, select multipart/form-data.
3. Click the Go! button
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If the post action runs successfully, the REST client displays a confirmation message (confirmation code
200). If there is an error, the REST client displays an error as listed below.
Troubleshooting
If there is an error posting the XML file, the REST client displays one of the following error codes.
Error Code
Represents
HP-1001
The CI names do not exists in the SLA.
HP-1002
A problem occurred while updating the SLA in the database.
HP-1003
The SLA name was not valid.
HP-1004
The file is in an invalid format (not multipart\form-data).
HP-1005
The session is inactive.
If the REST Client is unable to connect to the system, for example there is a network or security issue, the
REST Client displays a 500 error code.
If any part of the XML file contains any of the errors above, the system ignores the entire XML file and no
weights are calculated.
SLAs, OLAs, and UCs
When defining an SLA in Service Level Management, you can classify it as one of the following SLA types:
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OLA (operational level agreement). An internal agreement covering the delivery of services which
support the IT organization. OLA is usually used to indicate that the contract addresses system hardware
(machines, routers, and so on).
SLA (service level agreement). Written agreement between a service provider and customer, that
documents agreed service levels for a service. SLA is usually used to indicate that the contract addresses
services (applications, services, business processes, and so on).
UC (underpinning contract). A contract with an external supplier covering delivery of services that
support the IT organization in their delivery of services.
These classifications are used to filter and organize SLA data in SLM reports.
Manually Changing SLA Content
When defining an SLA, you define the SLA properties, and must select the CI hierarchies you want to include
in the SLA from the available views. You can also assign your own customized offering packages, to define
the KPI and HI values that are used for the CIs.
After defining these aspects of an SLA, SLM automatically assigns all indicators and parameters needed by
the SLA to monitor your services, using default values and the values defined in the offering packages.
You can fine-tune, modify, and override many of the SLA elements, as described below:
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Use the fine-tuning option to specify the specific CIs in a CI hierarchy that you want to include in the SLA.
For user interface details, see " Fine Tuning Dialog Box" on page 431.
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Use the location breakdown option to include location for BPM CIs in the SLA. For details, see
"Breakdown by Location for BPM CIs" below.
On the Configure SLA Indicators page, you can manually attach additional KPIs or HIs to any CI included
in the SLA, or delete KPIs and HIs from a CI. This can include KPIs that are not part of the assignment of
the offering package for the CI, and new KPIs that you create in the repositories. For user interface details,
see "Configure SLA Indicators Page" on page 439.
You can edit the rule, parameter, or objective thresholds for any KPI or HI. Within an SLA, you also have
the option to edit these aspects for individual indicators within the SLA, overriding the assignment and
offering package values that were used for the indicators.
For user interface details, see "Add KPI for CI/Edit KPI for CI Dialog Box" on page 419 and "Add Health
Indicator for CI/Edit Health Indicator for CI Dialog Box" on page 414.
Breakdown by Location for BPM CIs
Note: In APM 9.x there is no longer an Include Locations option in the SLA Wizard.
APM provides the ability to breakdown by location the business applications, business transaction flows, and
business transactions that are monitored by the Business Process Monitor (BPM) domain. This breakdown
functionality is available exclusively within an SLA, and enables you to breakdown a location by its BPM CIs,
or to breakdown BPM CIs by their assigned location.
Adding location breakdown to an SLA enables you to drill down in the SLM reports to see results per location;
or enables you to remove a specific location from an SLA, so that results from that location do not impact on
the overall SLA metrics.
The breakdown is performed from the "Select CIs Page" on page 436 of the SLA Wizard, after the CIs have
been added to the SLA. (For details on the page, see "Select CIs Page" on page 436.)
This section also includes:
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"Adding Breakdown by Location to an SLA" below
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"Location Breakdown Examples" on the next page
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"About Breakdown CIs" on page 381
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"Topologies for Multiple Domains" on page 382
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"Reversing Location Breakdown" on page 384
Adding Breakdown by Location to an SLA
You perform a location breakdown in the SLA CIs pane of the "Select CIs Page" on page 436 by selecting the
relevant option from the Breakdown menu (available from the toolbar, or by right-clicking the relevant CI). The
Breakdown option is enabled when you select a Business Application, Business Transaction Flow (BTF),
Business Transaction (BT), or Location CI, as long as the CI is monitored by BPM. You can also select
multiple CIs (of the same CIT) for breakdown.
The breakdown creates breakdown CIs for the relevant BPM locations running the transactions.
Note: Locations are defined in the Location Manager, and assigned to the BPM data collectors that
monitor the applications or business transaction flows. For details, see Location Manager in the APM
Platform Administration Guide.
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After activating a location breakdown, the SLA CIs pane displays a new topology of breakdown CIs. The
relevant location name is automatically added to the end of each CI name, for example, MyApplication from
Tokyo. The breakdown CIs are additional CIs added to the SLA, with their own default KPIs and health
indicators (HIs).
The following are the breakdown CI types:
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SLM BPM Application from Location
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SLM BPM BTF from Location
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SLM BPM Transaction from Location
The breakdown is recursive, with CIs from the relevant locations added at each relevant layer under the
original CI. The breakdown topology for an application therefore includes 3 layers of breakdown CIs for the
application, BTFs, and BTs.
When creating breakdowns, consider the following:
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Best practices: The breakdown options should be used selectively; the breakdown may add many
additional CIs to the SLA and to the RTSM, which may impact performance and capacity.
If you want the location breakdown to apply retroactively for the SLA (so that you can see location
breakdown results over time in the SLA reports), you need to perform recalculation for the SLA. For details,
see "Recalculation for SLAs" on page 388.
If additional locations are added in the future for a BPM application in a breakdown, or additional BPM
applications are added for a location in a breakdown, these are not automatically added to the SLA. To
synchronize the location breakdown in the SLA with these changes, open the Edit SLA Wizard and reapply
the breakdown option for the relevant CI. For details, see "New SLA/Edit SLA Wizard" on page 433.
You cannot apply a breakdown to a CI which is already part of a breakdown configuration, meaning CIs
with a broken ancestor node, or a broken descendant node.
A broken node is a CI which has child CIs of the following CITs: application by location, BTF by location, or
BT by location. A broken ancestor node is possible in the case of a CI monitored by multiple domains.
Location Breakdown Examples
In the following examples, location breakdown is performed in an SLA that contains a Business Application
CI, My app and a Location CI, New York. The topology for My app contains BTF and BT CIs.
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Full Application Breakdown Example
The SLM Administrator selects the Breakdown > Breakdown by location option for the Business
Application CI, My app. The original topology under My app is replaced by two branches containing
breakdown CIs for the locations New York and Tokyo. There are three layers of breakdown CIs; for example,
for New York there are application, BTF, and BT breakdown CIs, all corresponding to the CIs in the original
My app topology.
Location CI Breakdown Example
After performing the application breakdown, the SLM Administrator now selects the Breakdown >
Breakdown by BTF option for the Location CI, New York. A breakdown topology is added under the Location
CI, containing all BTF and BT breakdown CIs (SLM BPM BTF from Location and SLM BPM Transaction
from Location) that relate to applications monitored from New York. The BTF and BT breakdown CIs for the
My app application are repeated in the topology.
.
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Exclude Data From a Specific Location Example
Instead of adding a full breakdown topology to the SLA, the SLM Administrator simply wants to exclude data
from Tokyo for the transaction tx_5.
The SLM Administrator selects the Breakdown > Breakdown by location option for the BT CI tx_5.
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A new branch is added under tx_5 containing SLM BPM Transaction from Location CIs for the locations
New York and Tokyo. The SLM Administrator opens the Fine Tuning dialog box and clears the check box for
tx_5 from Tokyo.
.
The SLA topology is now set to include data for the business transaction tx_5 only when it is run from New
York.
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About Breakdown CIs
The breakdown CIs are handled in APM as follows:
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The SLM assignment mechanism automatically attaches the relevant default KPIs and HIs to each
created breakdown CI. (For details on assignments, see "Indicator Assignments and Propagation" on
page 488.)
Once the breakdown CIs are added to an SLA, they can be treated as any other CIs in the SLA, including
modifying or adding KPIs and HIs.
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The breakdown CITs are specialized CITs for SLM, and are only relevant within the SLM domain. They are
not consumed by any other APM application.
Topologies for Multiple Domains
When you add a location breakdown topology to an SLA, SLM checks which domains are monitoring each
business transaction, business transaction flow, and application in the branch selected for breakdown. If the
CIs are monitored only by BPM, then the BTF and BT CIs in the original topology are removed from the SLA
and only the breakdown topology remains.
However, if any of the BT CIs in the original topology are receiving monitoring data from any other domain (for
example, from Real User Monitor), then those CIs and their parent CIs remain in the SLA, in the original
topology—only the BTs that are monitored solely by BPM are removed from the original topology. BTF CIs
and CI Collection CIs (containing one or more BTF CIs) remain in the original topology if they still have child
CIs, and are removed if there is no non-BPM monitored transaction left in their hierarchy.
SLM performs the following logic to clean up the KPIs and HIs from the original topology, so that the BPM
metrics impact the SLA through the new breakdown topology (and not also through the original topology).
1. The default KPIs and HIs used for data from the BPM domain are as follows:
KPI
HI
Application Availability
Synthetic User Transaction Availability
Application Performance
Synthetic User Transaction Performance
Application Response Time
BPM Response Time
For each of the above KPIs assigned to a CI in the original topology, when KPI calculation is impacted by
HIs, the BPM HIs are removed from the Related Health Indicators field for the KPI, breaking the
connection between the two entities.
Note: These KPIs and HIs are defined by an infrastructure setting, based on the default SLM BPM
KPI assignment. If you make any changes to this assignment, or if you edit the infrastructure setting
definition, this will impact which KPIs and HIs are removed from the multiple domain topology. Only
KPIs with related HIs are taken into account. This infrastructure setting is defined in Admin >
Platform > Setup and Maintenance > Infrastructure Settings > Applications > Service Level
Management > BPM Breakdown KPI assignments.
2. SLM checks if the KPIs on the CIs are still impacted by data from HIs in other domains (for example,
RUM). If there are no other impacting HIs for a KPI, then that KPI is removed.
For example, if the Application Availability KPI on a BT CI is impacted by both the Synthetic User
Transaction Availability HI (BPM domain) and the Real User Transaction Availability HI (RUM domain),
then the Application Availability KPI still remains attached to the CI and impacting the KPI after the
Synthetic User Transaction Availability HI is removed.
3. SLM checks if any of the HIs on the CIs are still impacting a KPI. If not, the HI is removed. If the HI is
still relevant (for any CI), it remains.
Note: If a custom KPI is attached to the CI, for example, Custom Availability KPI, and that KPI
is impacted by one of the BPM HIs, for example, the Synthetic User Transaction Availability HI,
then that HI is left in the original topology, even though the Application Availability KPI is removed.
4. The SLM assignment mechanism assigns KPIs and HIs to the new topology.
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Multiple Domains Example
An SLA contains the Business Application CI, App1, which includes CIs monitored by the BPM domain
and other domains.
.
The SLM Administrator selects the Breakdown > Breakdown by Location option for the Business
Application CI. SLM displays an information dialog box, stating that some CIs are monitored by other
domains.
.
After the breakdown, the SLA still contains the original topology (which is now calculated based on RUM
and Diagnostics data, and not impacted by BPM data), in addition to the BPM location breakdown
topology.
.
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Reversing Location Breakdown
If you have performed a location breakdown for BPM CIs in an SLA, and you want to revert to the original
topology, you can select the CI where you performed the breakdown and click the Undo Breakdown button.
The breakdown CIs are removed and the original impact topology is restored in the SLA, using the default
KPIs and HIs for the BPM data.
After saving your changes to the SLA, perform recalculation for the SLA if you want the changes to apply
retroactively to the SLA data (see "Recalculation for SLAs" on page 388).
When reversing breakdowns, consider the following::
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If you have removed specific BTF or BT CIs using the fine tuning option, this CI filtering is canceled by the
breakdown reversal. All the relevant CIs are now included in the SLA.
If you have customized KPI or HI definitions on a CI within a breakdown, the breakdown reversal deletes
the customization. The SLM assignment mechanism automatically attaches the default KPIs and HIs to
each CI in the original impact model.
Customizations on CIs monitored by domains other than BPM (for example monitored by RUM) are not
changed following breakdown reversal.
HI objectives for CIs monitored by BPM are taken from the default KPI objectives, and not from
customized KPI objectives.
Configuring SLAs Using SiteScope and EMS Data
You can set up an SLA using SiteScope or EMS Integration data, as follows:
SiteScope Data in SLAs
If you have created custom views which display SiteScope monitor CIs attached to the monitored CIs, when
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creating an SLA based on SiteScope data, do not drag the monitor CIs into the SLA. Instead, drag the
monitored CIs themselves into the SLA. For example, if your topology includes a database CI and a monitor
CI attached to it, drag the database CI itself into the SLA.
The KPI and HI assignment mechanism automatically assigns the relevant indicators to the monitored CI,
according to what is actually monitored on the CI. If you define mapping between monitor measurements to an
HI within System Availability Management or SiteScope, SLM automatically assigns the new HIs to the
monitored CI in the SLA. For details on adding HIs within SiteScope, see "How to Create and Manage
Indicator Assignments" on page 1145.
Note: SLM assigns HIs to the CIs monitored by SiteScope using the SiteScope Dynamic Health
Indicator Assignment, which is defined on the Configuration Item CI type. Within this assignment, you
can modify which rule is used to calculate these HIs. For details, see "SiteScope Dynamic HI
Assignment" on page 490.
SiteScope Monitors that Do Not Report Topology
There are a number of SiteScope monitors which do not report topology by default; for details see "Monitors
Not Reporting Topology Data By Default" on page 1128.
If you want to include data from these monitors in your SLA, you have the following options:
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Manually set up the monitors to report topology; for details, see "How to Configure Topology Reporting" on
page 1135.
Open the System Monitors view, and drag the relevant monitor CIs into your SLA.
Imported Transaction Thresholds
The following sections describe how Service Level Management automatically imports Business Process
Monitor transaction thresholds, and how to override the import process.
How Imported Transaction Threshold Works
BPM Business Transaction CIs are created using the transaction threshold settings defined in Admin > End
User Management. The transaction threshold settings define OK, Minor, and Critical statuses for the
Business Transaction CIs.
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When the Synthetic User Transaction Performance HI using the BPM Percentile rule is defined for a Business
Transaction CI in an SLA, the definition for the rule includes an import threshold mechanism. This mechanism
imports the value defined for the monitor's OK threshold into the Percentile Condition parameter for the rule.
(For information on the rule, see "BPM Percentile" on page 592.)
Note:
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This import mechanism is applied to Business Transaction CIs and SLM BPM Transaction from
Location CIs.
You can override the imported threshold by editing the HI in the SLA Wizard.
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Hard Code the Percentile Condition Parameter
If you want to hard code a different value for the Percentile Condition parameter, you can do so in the HI
assignment definitions for the Business Transaction CIs.
1. On the Health Indicator Assignments page, select Business Transaction > BPM Business
Transaction HI Assignments and click the Edit button.
2. In the Health Indicator Configurations area, select Synthetic User Transaction Performance and
click the Edit button.
3. Change the value for the rule's Percentile condition parameter to the required value. For example, you
might change the Percentile condition to Value="10".
For more information on editing assignments, see "How to Define a KPI or HI Assignment" on page 496.
Six Sigma for SLAs
You can produce Service Level Management reports that show data from a Six Sigma perspective. To see Six
Sigma data for a CI, you define Six Sigma calculations for the CI in the SLA Wizard.
At the monitoring level, define a Six Sigma rule for HIs used by the CI. Define for the CI one of the Six Sigma
KPIs (Availability Six Sigma or Performance Six Sigma), using the business rule Six Sigma Group. The KPI
should be calculated based on the HIs for the CI.
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For Service Level Management to calculate the number of failures for a CI, all HIs used by the KPI, or all child
KPIs for the KPI on a group CI, must include a Six Sigma rule.
When defining objectives for HIs and KPIs using Six Sigma business rules, you enter Six Sigma objective
values between 0 and 6 with up to three decimal points. This defines the objective against which SLM
measures the time taken to execute a process, or the time that a business application or a service is up and
running.
Tip: We recommend that you set up offering packages and assignments for Six Sigma, and use those
preconfigured settings when defining the SLA, rather than making manual changes in the SLA.
For details on Six Sigma KPIs and rules, see "List of Service Level Management KPIs" on page 573 and "List
of SLM Business Rules" on page 583.
To see Six Sigma data in reports, see "Displaying Additional Values" in the APM User Guide.
Viewing PNR Data for SLAs in Service Health
In the views displayed in Service Health, you can include PNR (Point of No Return) data for CIs that are
included in your SLAs.
The PNR KPI enables you to view how well SLA objectives are being met. When the PNR KPI is defined for a
CI, a bar is displayed in Service Health indicating how much more time (in percentages) the CI can be
unavailable before the SLA is in breach of contract.
The PNR KPI is defined for the CI in Service Health Administration, and is calculated based on the
unavailability of the CI in SLM.
For more details, see "Enabling PNR (Point of No Return) Display within Service Health" on page 627.
Permissions for Working with SLAs
After defining an SLA, the APM administrator must give users permission to work with the SLA. Users with
view permission can view or generate reports for their SLAs. You define permissions in Admin > Platform >
Users and Permissions.
For general information on defining permissions, see Permissions Overview in the APM Platform
Administration Guide.
Note: If you change a user's permissions for a specific SLA, the user must log out and log in again to
view the changes.
Recalculation for SLAs
Note: HPE Operations administers the recalculation task functionality. For information about
recalculation, contact HPE Software-as-a-Service Support.
SLM automatically recalculates the SLA data once an hour, for the data received two hours ago. That is, if the
time is now 07:30 AM, SLM recalculated the data at 7:00 AM for data that was received between 05:00 AM
and 06:00 AM.
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Note: If you create a new SLA for a period in the past, then SLM automatically runs recalculation.
In addition, you can schedule recalculation tasks to update the data in your SLAs. You generally use
recalculation after making retroactive changes. For example:
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After defining a data correction event for the previous week, you should run the recalculation process to
show the effect of the data correction on results.
In the case of a connection problem with a site where data is sent after a one day delay, you should run
recalculation so that this data is also included in calculations. (SLM automatically supports "late arrivals,"
that is, data that reaches the database up to one hour after the data is recorded. However, for data
reaching the database after a longer period of time, you must run the recalculation function.)
After viewing the reports of a specific SLA, you notice that the objective definition was set too high. You
edit the objective and run recalculation so that the change is reflected in the historical data.
SLM performs aggregation retroactively on existing data only when an SLA is recalculated. If the SLA is not
recalculated, previous data is displayed in the report even though it may not answer the criteria set by the
changes.
Recalculation tasks are scheduled from the "Agreements Manager Page" on page 425. Recalculation is only
enabled if an SLA can be recalculated. The functionality is disabled for SLAs with state Preliminary or
Pending, and for Terminated SLAs that ended too long ago for recalculation.
After scheduling a recalculation task, you can cancel the scheduled task if it has not yet begun running. Once
the task is running, a message is displayed in the State column on the Agreements Manager page, for
example, Recalculation Progress: 25%.
By default, the earliest date at which the recalculation process can begin running is three months back (default
set in the Infrastructure Settings Manager). For details, see "Data Purging" on page 363.
Caution: If you recalculate an SLA for a period when the raw data has already been purged, you lose the
data that was already calculated for that period. For more information, see "Data Purging" on page 363.
Status Alerts for SLAs
You can create alert schemes to notify users if an SLA is not reaching its targets, or if its status is changing
for the worse. You can also create alert schemes based on changes in the forecasted status.
The SLA Alerts report provides information on triggered alerts.
For details, see "SLA Alerts Administration" on page 548.
How to Use SLM to Monitor Your Service
Agreements
This task describes how to set up the various components available in SLM to help you define, manage, and
monitor your SLAs, according to the specific needs of all stakeholders.
Most of these components have default values that are applied to the SLA contents, and some (for example,
the Assignments and Propagation pages) are accessed only to perform advanced customization. Therefore,
all task steps are optional, and provide only a suggested working order; most of the steps can be performed
before, during, or after creating SLAs.
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1.
Prerequisites
Make sure that your Application Performance Management installation includes an SLM license, the data
collectors to report monitoring data to APM are running, and that the RTSM is populated with the servicerelated CIs that you require for your SLA.
Note: If your SLM license is expired, you can view data and generate reports for existing SLAs, but
you cannot create new SLAs.
2.
Customize KPIs, HIs, and business rules
If you require custom KPIs, HIs, or business rules to use with your SLAs, you define them in the SLM
repositories.
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For details on creating custom KPIs, see "How to Customize a KPI Template" on page 573.
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For details on creating custom HIs, see "Indicator Repository" on page 581.
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For details on creating custom rules, see "How to Customize a Business Rule Template" on page 628
and SLM Rules API in the APM Extensibility Guide.
Customize assignments and propagations
You can customize the default assignment of KPIs and HIs to CIs, or the way that the KPIs propagate up
the SLA hierarchy.
4.
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For details on customizing assignments, see "How to Define a KPI or HI Assignment" on page 496.
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For details on customizing propagations, see "How to Define a KPI Propagation Rule" on page 499.
Define calendars
If you require custom calendars for your organization, to calculate data for periods other than those
defined in the default calendars, define them using the Calendar Wizard. For user interface details, see
"New Calendar/Edit Calendar Wizard" on page 534.
For examples of setting up a calendar, see "How to Define an SLA Calendar - Use-Case Scenario" on
page 527.
Example: Acme Publishing house has an internal contract between the IT and eBusiness
departments for a database service with a required service offering. The Service Level Administrator
wants to set up a service level agreement in Service Level Management to monitor compliance for
the contract.
Acme has business hours that differ from the predefined Business Hours calendar, so the
administrator creates a custom calendar for the company hours:
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5.
Define services
Create Business Service and Infrastructure Service CIs in the Services Manager to represent your IT
services. Each service CI is mapped to the service topology that supports the service.
For task details on defining service CIs, see "How to Define a Service for an SLA – Use-Case Scenario"
on page 452.
6.
Define service and CI offerings
Modify the predefined offerings packages, and create custom ones, to define the objectives required for
your services and SLAs.
For task details on defining offering packages, see "How to Create or Edit a Service or CI Offering" on
page 474.
7.
Define outage categories
Define custom outage categories (to add to the preconfigured ones) to help categorize probable outage
causes for the service-related CIs when generating Outage reports.
For details on the outage categories user interface, see "Outage Categories Page" on page 539.
8.
Define SLAs
Create SLAs using the SLA Wizard.
For details on the wizard user interface, see "New SLA/Edit SLA Wizard" on page 433.
For task details, see "How to Define an SLA in the SLA Wizard - Use-Case Scenario" on the next page.
9.
Grant permissions
Grant permission to users for the created SLAs, so that other users can view, modify, or generate reports
for the SLAs. For details, see "Permissions for Working with SLAs" on page 388.
Example
In the Platform Administration > Users and Permissions > User Management page, the Service
Level Administrator sets permissions for user1 to have full control for a new SLA:
.
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10.
Define downtime events
Define downtimes to exclude periods of planned downtime or scheduled events from the SLA
calculations.
For details, see "Retroactive SLA Data Corrections" on page 462.
11.
Define alerts
You can define alerts to notify users about changes to the status of an SLA during one of the specified
tracking periods.
For task details, see "How to Define an SLA Alert Scheme" on page 548.
12.
View SLA data in reports
Once data has been collected and aggregated for the SLAs, you can view performance results in the
various report tabs of the Service Level Management application.
For details on viewing reports, see How to View SLA and Outage Reports in the APM User Guide.
How to Define an SLA in the SLA Wizard - Use-Case
Scenario
This use-case scenario describes defining an SLA using the SLA Wizard. For user interface details, see "New
SLA/Edit SLA Wizard" on page 433.
Acme Publishing house has an internal contract between the IT and eBusiness departments for a database
service and application at expected service offering levels. The Service Level Administrator, Aya, needs to
define a service level agreement in Service Level Management to monitor compliance for the contract.
1.
Background
Before creating the SLA, Aya checks that the CIs, location, service offerings, and calendar that are
required for the SLA have all been defined in APM. For details, see "How to Use SLM to Monitor Your
Service Agreements" on page 389.
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2.
Define SLA properties
Aya clicks New SLA on the Agreement Managers page to open the New SLA Wizard, and defines the
SLA properties.
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For Customer, she opens the Select Customer dialog box and defines a new customer under the
Customers branch, eBusiness.
For Provider, she opens the Select Provider dialog box and defines a new provider under the IT
Department branch, Database services.
For Start date, she clicks the arrow at the end of the box to open the calendar and selects the date
from which she wants the SLA to start calculations. This is the date from which the service contract
actually took effect, so the SLA needs to be calculated from this date.
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For Tracking Periods, she opens the Tracking Periods dialog box to add Quarter to the tracking
periods already selected by default.
For Targets, she opens the Targets dialog box to add Met, Minor Breached, and Breached to the
targets already selected by default.
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The Define SLA Properties page looks as follows:
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3.
Select CIs
In the Select CIs page, Aya adds the relevant Business Service CI and Application CI to the SLA,
together with all their model hierarchy.
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Only reported data from the Tokyo location is relevant for this SLA, so Aya accesses the CI menu
commands to perform a breakdown by location for the BPM business application CIs.
After the breakdown, the SLA CIs pane contains BPM CIs for each location.
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Aya then opens the Fine Tuning dialog box and clears the check boxes for the locations that are not
relevant for this SLA, leaving the Tokyo location CIs selected.
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After clicking OK in the Fine Tuning dialog box, the SLA CIs pane displays only the included CIs.
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4.
Select offerings and calendars
In the Offerings and Calendars page, Aya wants to change the offering packages assigned to the CIs.
Instead of the Default offering packages, the SLA is to use custom offering packages previously defined
on the Service and CI Offerings page. These custom offering packages contain KPI objectives in line
with the eBusiness department's expectations, and are based on an additional custom calendar
(Monday to Saturday) that reflects the eBusiness department's operational hours.
To change the offering packages, Aya selects the relevant line in the Service and CI Offerings area,
and clicks the Edit service/CI offering selection button.
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For the Business Service CI, in the Edit Service Offering Selection dialog box, she selects the required
service offering.
She repeats the operation for the non-Service CIs. Then, in the SLA Calendars area, she selects the
calendars to be used for monitoring this SLA.
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5.
Configure SLA indicators
In the Configure SLA Indicators page, Aya wants to add weighting to certain BPM transactions, so that
the relative importance of those transactions is reflected in the performance status results for the
applications in the SLA.
She selects the appropriate row in the top table, then selects the Weights tab in the CI Data area, and
defines the required weight for each transaction.
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6.
Check SLA details
In the Summary page, Aya checks the SLA details, and makes sure the Start SLA check box is
selected, so that the SLA starts running immediately.
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7.
Results
The SLA is added to the Service Level Agreements table.
The stakeholders can see results for the SLA in the Service Level Management reports.
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How to Modify an SLA - Use-Case Scenario
This use-case scenario describes how to modify various aspects of an SLA. The scenario demonstrates an
end-to-end workflow which combines various areas of SLM administration.
Acme Bank has created an SLA based on an internal contract between its IT and HR departments, to verify
that various internal transactions are meeting expected service offering levels. The Service Level
Administrator, Aya, wants to add a KPI to the business transaction CIs in this SLA, to monitor transaction
availability using a custom calculation rule.
Aya creates a rule using the Rules API. She then creates a new health indicator which uses this rule to
calculate the HI, and a new KPI which is based on this HI. She then modifies the SLA's offering package to
set objectives for the new KPI.
Aya then uses the assignment mechanism to automatically assign the new HI and KPI to the relevant CIs in
the SLA. She then edits the SLA to use the new offering package for her business services. Finally, she
synchronizes the SLA to add the new HI and KPI to the monitored business transactions.
1.
Create a calculation rule
Aya has defined a custom calculation to calculate HI values based on business transaction samples.
She uses the Rules API to create a new sample-based rule. For details, see SLM Rules API Overview in
the APM Extensibility Guide.
In the business rules repository, she clones the API Sample Rule and opens the new rule for editing. She
renames the rule, defines it as a rule for calculating HIs, and enters Acme's custom calculation script.
For user interface details, see "Business Rules Repository Page" on page 634.
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2.
Create a KPI
In the KPI repository, Aya clones the Application Availability KPI, and renames the new KPI. This KPI
will be calculated based on the new HI. For user interface details, see "KPIs Repository Page" on page
577.
3.
Create a health indicator
In the indicators repository, Aya opens the list of indicators defined for the Business Transaction CI type.
She creates a new HI called Acme Availability HI. She defines the HI for SLM only, and sets its default
rule to Acme Sample Rule.
For details on the indicators repository, see "Indicator Repository" on page 581.
4.
Edit the SLA's offering package
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Aya now wants to edit her SLA's offering package to add the new KPI to the package, and set objectives
for the KPI.
In the Service and CI Offerings repository, she clones the Default offering package and renames the
clone Acme Custom Offering. She adds the new KPI to the offering package, and sets objectives for the
KPI.
For user interface details, see "Service and CI Offerings Page" on page 481.
5.
Add the HI to the relevant HI assignment
Aya now edits the health indicator assignment which assigns HIs to business transaction CIs monitored
by BPM.
In the Health Indicator Assignments page, she opens the list of HI assignments for the Business
Transaction CI type. She then opens the BPM assignment for editing. For user interface details, see
"Health Indicator Assignments Page" on page 501.
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HI definitions include a selector, which is a filter that defines which samples are relevant for the HI
calculation. Aya wants the new HI to be calculated based on the same samples which are used to
calculate the other HIs in the BPM assignment. She therefore copies the selector from an existing HI, to
re-use the same selector definition on the new HI.
From the list of HIs in the assignment, she opens the BPM Response Time HI for editing, and copies its
selector definitions to the clipboard.
She now exits the BPM Response Time HI, and adds a new HI to the assignment. She selects the Acme
Availability HI, and in its Selector area she pastes the selector definitions from the clipboard.
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After Aya saves her changes, the HI assignment for business transactions monitored by BPM now
includes the new HI.
6.
Add the KPI to the relevant KPI assignment
Aya now edits the KPI assignment which assigns KPIs to business transaction CIs monitored by BPM.
In the KPI Assignments page, she opens the list of KPI assignments for the Business Transaction CI
type. She then opens the BPM assignment for editing.
For user interface details, see "KPI Assignments Page" on page 504.
In the KPI Configurations area she adds the new KPI to the assignment. She selects the Acme
Availability KPI, and defines it as calculated based on HIs. In the list of related HIs, she specifies the
Acme Availability HI.
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After Aya saves her changes, the KPI assignment for business transaction CIs monitored by BPM
contains the new KPI.
7.
Edit the business service in the SLA to include the new offering
package
Aya now wants to add the new offering package to the list of applicable offerings, in order to select this
offering for the SLA using the SLA Wizard.
Within the Services Manager, Aya opens the Acme Business Service for editing; this service is used in
the SLA to monitor business transactions.
For user interface details, see "Services Manager Page" on page 459.
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In the Service Offerings area which defines the list of applicable offerings, she adds the Acme Custom
Offering; this offering includes the new KPI.
8.
Assign the offering package to the service in the SLA
Within the Agreement Managers page, Aya now open the Acme SLA for editing. In the Offerings and
Calendars page, she selects the Acme Business Service, and opens it for editing.
For user interface details, see "New SLA/Edit SLA Wizard" on page 433.
She selects the Acme Custom Offering as the service offering for this business service.
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9.
Synchronize the SLA
In the Offerings and Calendars page, she selects the Acme Business Service, and perform a hard-sync
of the SLA's Service CIs with related Offering.
Note: In this scenario, Aya performs synchronization because she knows her original SLA has not
been manually customized. If her original SLA had been modified, Aya would create a new SLA
rather than override her customizations. For example, if any KPI definitions were changed on the CIs
in the SLA after the SLA was created, synchronization would revert them to their original settings.
10.
Result
In the Configure SLA Indicators page, the new KPI now appears on the business transaction CIs, and it
is automatically propagated to their parent CIs.
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How to Update Topology Changes to an SLA
If a new CI is added to the existing impact topology for a service CI or other CI, the new CI is not
automatically added to the SLAs that include the CI topology. You must update each SLA, as described
below.
Note: If CIs are removed from the topology, this change is automatically updated to the SLAs containing
the CI topology.
For information on service topologies, see "Service Topologies" on page 451.
To update an SLA with an addition to the impact topology:
1. In the Service Level Management > Agreements Manager page, open the Edit SLA Wizard for the
SLA.
2. In the Select CIs page, open the Fine Tuning dialog box, and select the check boxes for the added CIs.
In the example below, the circled CI has been added to the service topology, but is not included in the
SLAas long as the check box for the CI is not selected.
.
3. Save the changes in the Fine Tuning dialog box, and save the Edit SLA Wizard, to update the new CIs to
the SLA.
4. Run recalculation for the SLA if you want the change to affect historical data for the SLA. For details, see
"Recalculation for SLAs" on page 388.
How to Customize Target Names
This task describes how to change the names used for the Service Level Management targets, for example, if
you want to change the name of the Breached SLA target.
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1. Open the Admin > Platform > Setup and Maintenance > Infrastructure Settings page.
2. Select the context Applications, then select Service Level Management from the dropdown list.
3. Locate the Targets entry. Modify the values in the file as required.
For example, to change the default name of Breached SLA to Contravened SLA, change:
<Target Color="ff3333" Default="true" Id="0"
Name="settings.slm.targets.def.target.breached.text"/>
to:
<Target Color="ff3333" Default="true" Id="0" Name="Contravened SLA"/>
Agreements Manager User Interface
This section includes (in alphabetical order):
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"Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box" below
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"Add KPI for CI/Edit KPI for CI Dialog Box" on page 419
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"Add New Selector Field/Edit Selector Field Dialog Box" on page 422
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"Add Outages KPI/Edit Outages KPI Dialog Box" on page 423
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"Add/Remove Associated Service Offerings Dialog Box " on page 424
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"Agreements Manager Page" on page 425
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"Define Recalculation Task Dialog Box" on page 428
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"Edit Health Indicators in KPI Calculation Dialog Box" on page 429
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" Edit Service Offering/CI Offering Selection Dialog Box " on page 430
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" Fine Tuning Dialog Box" on page 431
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" Modified Values for <HI/KPI Name> Dialog Box" on page 432
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"New SLA/Edit SLA Wizard" on page 433
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"Select Customer Dialog Box" on page 444
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"Select Provider Dialog Box" on page 445
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"Selector Expression Operators - Reference" on page 446
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"Targets Dialog Box" on page 447
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"Tracking Periods Dialog Box" on page 447
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"Warning Dialog Box" on page 448
Add Health Indicator for CI/Edit Health Indicator for CI Dialog
Box
This dialog box enables you to define or edit a health indicator on a CI or for multiple CIs.
To access
In the SLA Wizard > Configure SLA Indicators page > Health Indicators tab, select
one or more CIs in the upper part of the page, then click either the Add Health Indicator
button or the Edit Health Indicator button.
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Important
information
See also
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The areas displayed in the dialog box vary, depending on the selected business rule.
When defining an HI for multiple CIs, if one or more of the CIs already has that HI
attached, then a Warning dialog box is displayed when you click Save. For details, see
"Warning Dialog Box" on page 448.
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"Indicators for CIs" on page 371
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"Indicator Repository" on page 581
Health Indicator Area
User interface elements are described below:
UI
Element (A-Z)
Description
Business The business rule used with this HI to calculate measurement and status. The dropdown list
Rule
contains all rules that are applicable for the selected CIs (according to CI type).
If you change the HI in the Health Indicator box, then the Business Rule box displays the
default rule for the HI on the selected CI. For multiple CIs, if the HIs are using different rules,
then the Business Rule box displays [Mixed Values].
After selecting a rule, the dialog box is automatically updated to display the areas that are
relevant for the selected rule.
For information on each individual HI rule, see "List of SLM Business Rules" on page 583.
Tooltip: When the Quick Help is enabled, you can view a short explanation of each rule by
placing the cursor over the Business Rule box.
Health
Indicator
(This parameter is disabled when editing an HI.)
The dropdown list contains all HIs that are relevant for all of the selected CIs (according to CI
type), as defined in the Indicator Repository. For details, see "Indicator Repository" on page
216. Health indicators that are already attached to all selected CIs are not included in the list.
Health Indicator Properties Area
After you select a business rule, the Health Indicator Properties area displays the areas (Business Rule
Parameters, API Rule Definitions, Objectives, and Selector) that are relevant for the selected rule, as
described in the following sections.
Note: Some areas in the dialog box are displayed by default with the area collapsed. Click the expand
arrow button to see the area contents.
Business Rule Parameters Area
This area enables you to view and modify rule parameters for the selected rule.
If required, modify the parameter values by entering a new value in the appropriate boxes. Information is
provided after some boxes to indicate the type of value that can be entered, or the units for the value (for
example, Any Number, Text, seconds).
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To view a short explanation of each parameter, enable the Quick Help and place the cursor over the parameter
box.
For information on rule parameters and possible values, refer to the relevant rule in "List of SLM Business
Rules" on page 583 and to the rule parameters in "List of SLM Business Rule Parameters" on page 622.
API Rule Definitions Area
This area is displayed when you select an API rule in the Business rule list. It enables you to define and
modify your own rule, based on the selected Rules API template. For details, see SLM Rules API in the APM
Extensibility Guide.
The scripts and parameters included in the API Rule Definitions area vary, depending on the selected rule. For
details on what is required for each rule, see the following:
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API Duration-Based Sample Rule. See API Duration-Based Sample Rule in the APM Extensibility
Guide.
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API Outage by Samples Rule. See API Outage by Samples Rule in the APM Extensibility Guide.
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API Sample Rule. See API Sample Rule in the APM Extensibility Guide.
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API Simplified Average Rule. See API Simplified Average Rules in the APM Extensibility Guide.
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API Simplified Duration-Based Average Rule. See API Simplified Average Rules in the APM
Extensibility Guide.
Objectives Area
This area enables you to view and modify the objective for the HI. The objective defines the target thresholds
for each time slot (calendars broken down by tracking periods) relevant for the HI. The measurement for the HI
during each time slot (calculated by the business rule) is compared with the threshold values to determine
status for the HI.
Important
information
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The calendars, tracking periods, and threshold target categories that are included for an
HI depend on the definitions for the SLA defined in the previous pages of the SLA
Wizard.
Most HIs that are automatically assigned to the CIs have default objective threshold
values. When you manually add an HI to a CI, you must define the threshold values.
When the objective thresholds have default values, these values are taken from the
corresponding KPI. The KPI takes the values from the service offering or CI offering that
is used for the CI. For more details, see "Offering Packages in SLAs" on page 473.
By default, thresholds are empty, and remain empty unless you enter thresholds. If there
are no objective thresholds defined for the HI, Service Level Management still calculates
a measurement for the HI, but the HI will have blue status in the SLA reports (no
objective defined).
For information on defining objectives for Six Sigma rules, see "Six Sigma for SLAs" on
page 387.
User interface elements are described below (unlabeled elements are shown in angle brackets):
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UI Element
(A-Z)
Calendars
and Tracking
Periods
Description
Displays a table of the calendars used for the SLA, broken down by the tracking periods
defined for the SLA, so that each cell represents a time slot.
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Click a time slot to select it; click it again to clear the selection.
Click a calendar name to select all time slots for that calendar. Click it again to clear
the selections.
Click the Select all button to select all time slots in the table. Click the Clear
selection button to clear all selected time slots.
After selecting time slots, define the threshold values for the time slots in the Thresholds
area.
Thresholds
Each row displays a target defined for the SLA, with its corresponding status icon.
When one or more time slots are selected in the Calendars and Tracking Periods table:
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Select the relevant operator to use with the thresholds, for example, >=. The same
operator is used for each threshold.
Enter the required threshold value for each target in the appropriate box.
Make sure that:
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The values are appropriate for the unit of measurement defined by the business rule.
For example, for a rule that calculates percentage values, the threshold values should
be between 0 and 100.
The values you enter are logically ordered.
Selector Area
This area enables you to define a selector to catch the data samples that are relevant for this HI on this CI.
Important
If you select Use Default, the selector is taken from the HI Assignments, if there is an
information assignment that matches this CI and HI.
If not, its selector is taken from Admin > Platform > Setup and Maintenance >
Infrastructure Settings > Service Level Management > Default Selector for New HIs.
Relevant
tasks
"How to Define Selectors for HIs" on page 85
See also
"Indicators for CIs" on page 371
User interface elements are described below:
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UI Element (A-Z)
Description
Add Row. The dropdown list contains two options:
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Add Selector Expression. Enables you to define a selector expression to add to the
selector filter currently selected in the Selector table. The added selection expression has
an AND relationship.
Add OR Clause. Enables you to define a selector expression to add to the selector
table, as the first expression in a new selector filter. The new selector filter has an OR
relationship with other selector filters in the Selector.
Edit. Opens the Edit Selector Field dialog box for the currently selected selector expression
row, where you can edit the expression details.
Delete. Deletes one or more selected selector expressions rows. The button deletes a whole
selector filter if the AND or OR heading for the filter is selected.
Copy. Use to copy a selector expression row to the clipboard. The copied expression row is
then available to paste within the current selector.
Cut. Use to cut one or more selector expression rows and paste them elsewhere within the
selector.
Note: The rows continue to appear until you click Paste.
Paste. Pastes the selector expression rows on the clipboard to the current selector. The
expressions are pasted after the selected row in the table.
If you are pasting a whole selector filter, it is pasted as a new filter (with OR relationship).
Copy Selector to Clipboard. Copies the entire contents of the selector to the clipboard, for
use in other HI selectors.
Paste Selector From Clipboard. Pastes the entire selector stored on the clipboard to the
HI, replacing any selector information previously there.
AND
Group heading for a single selector filter in the Selector table.
Expression Once you have defined a selector, this area displays a summary of the selector conditions.
Summary
Field
Name
The field that is searched for in the incoming data samples, to compare with the selector
expression. For details on the sample fields, see "Data Samples" on page 1258.
Operator
The relational operator that is used to compare the actual value for the referenced field
against the value defined in the selector expression.
For details on each operator usage, see "Selector Expression Operators - Reference" on
page 446.
OR
Group heading for each selector filter in the Selector table, when there are two or more filters.
Type
The data type for the specified value (can be String, Double, Integer, Long, Boolean, Float, or
Binary).
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UI Element (A-Z)
Description
Use
Default
Select this check box to use the default selector definition. If there is an HI assignment that
matches this CI and HI, the default from the assignment is used. If not, its selector is taken
from Admin > Platform > Setup and Maintenance > Infrastructure Settings > Service
Level Management > Default Selector for New HIs.
To define a non-default selector, clear this check box.
Value
The value that is compared with the actual field value in the data samples.
Add KPI for CI/Edit KPI for CI Dialog Box
This dialog box enables you to define and edit a KPI on a CI or for multiple CIs.
To access
Important
information
In the SLA Wizard > Configure SLA Indicators page > KPIs tab, select one or more CIs
in the upper part of the page, then click either select the Add KPI option or the click the Edit
KPI button.
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Relevant
tasks
See also
The KPI definitions apply only to the KPI within the current SLA; different definitions can
be applied to the same KPI defined for the same CI in a different SLA.
The areas displayed in the dialog box vary, depending on the selected business rule.
When you attach a KPI to multiple CIs, the KPI is added to all CIs that do not already
have that KPI attached. All instances of the KPI have the same defined business rule
and properties.
When defining a KPI for multiple CIs, if one or more of the CIs already has that KPI
attached, then a Warning dialog box is displayed when you click Save. For details, see
"Warning Dialog Box" on page 448.
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
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"Indicators for CIs" on page 371
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"List of Service Level Management KPIs" on page 573
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For general information on working with KPIs, see "KPI Repository" on page 573.
KPI Area
User interface elements are described below:
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UI
Element
(A-Z)
Description
Business
Rule
Select the business logic to be used for calculating the KPI value. After selecting a rule, the
dialog box is automatically updated to display the areas that are relevant for the selected rule.
Service Level Management displays only those rules that are applicable for both the KPI and
the selected CI types (including API rule templates).
If you have selected multiple CIs and these CIs use different rules to calculate this shared
KPI, [Mixed Values] is displayed.
Tooltip: When the Quick Help is enabled, you can view a short explanation of each rule by
placing the cursor over the Business Rule box.
Calculated Select one of the following calculation methods for the KPI:
Based On
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HIs. The KPI is calculated based on the HIs assigned to the selected CI.
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KPI
Child KPIs. The KPI is calculated based on the KPIs assigned to the child CIs of the
selected CI.
HIs and child KPIs. The KPI is calculated based on both the HIs assigned to the
selected CI, and on the KPIs assigned to the child CIs for the selected CI.
HIs; if none, use child KPIs. The KPI is calculated based on the HIs assigned to the
selected CI; if there are no HIs assigned to the CI, the KPI is calculated by the KPIs
assigned to the child CIs for the selected CI.
(This parameter is disabled when editing an KPI.)
The dropdown list contains all KPIs, apart from those that are already associated with the
selected CI. For multiple CI selection, the list contains all KPIs apart from those that are
associated with all selected CIs.
For details on KPIs, see "List of Service Level Management KPIs" on page 573.
Create new KPI in the repositories link: Displayed only when adding a KPI to the CIs.
Click the link to open the New KPI dialog box where you can create a new KPI in the KPI
Repository; after saving the new KPI, it is available to select in the Add KPI for CI dialog box.
Related
Health
Indicators
(This parameter is disabled when Child KPIs is defined as the Calculated Based On option,
or if an API rule is selected.)
Lists the HIs (selected from the HIs that are attached to the selected CIs) that are used to
calculate the KPI on the CIs.
To modify the list, click the Edit
button. For details, see "Edit Health Indicators in KPI
Calculation Dialog Box" on page 429.
Business Rule Parameters Area
This area is displayed when the selected business rule has parameters that can be modified.
Parameters generally have default values. Define or edit the parameter values, as required.
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Tip: When the Quick Help is enabled, you can view a short explanation of each parameter by placing the
cursor over the parameter box.
API Rule Definitions Area
This area is displayed when you select an API rule as the business rule for the KPI. Use this area to define the
calculation logic of the API rule. For details on the rule, see API Group and Sibling Rule in the APM
Extensibility Guide.
For details on defining API rules, see SLM Rules API - Overview in the APM Extensibility Guide.
Objectives Area
This area enables you to view and modify the objective for the KPI. The objective defines the target thresholds
for each time slot (calendars broken down by tracking periods) relevant for the KPI. The measurement for the
KPI during each time slot (calculated by the business rule) is compared with the threshold values to determine
status for the KPI.
Important
information
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The calendars, tracking periods, and threshold target categories that are included for a
KPI depend on the definitions for the SLA defined in the previous pages of the SLA
Wizard.
Most KPIs that are automatically assigned to CIs have default threshold values, taken
from the values from the service offering or CI offering that is used for the CI. For more
details, see "Offering Packages in SLAs" on page 473. When you manually add a KPI to
CI, you must define the threshold values.
By default, thresholds are empty, and remain empty unless you enter thresholds. If there
are no objective thresholds defined for the KPI, Service Level Management still
calculates a measurement for the KPI, but the KPI will have blue status (no objective
defined) in the SLA reports.
The objective thresholds must be logical. Service Level Management performs some
validation on the entered values.
For information on defining objectives for Six Sigma KPIs, see "Six Sigma for SLAs" on
page 387.
User interface elements are described below:
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UI Element
(A-Z)
Calendars
and Tracking
Periods
Description
Displays a table of the calendars used for the SLA, broken down by the tracking periods
defined for the SLA, so that each cell represents a time slot.
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Click a time slot to select it; click it again to clear the selection.
Click a calendar name to select all time slots for that calendar. Click it again to clear
the selections.
Click the Select all button to select all time slots in the table. Click the Clear
selection button to clear all selected time slots.
After selecting time slots, define the threshold values for the time slots in the Thresholds
area.
Thresholds
Each row displays a target defined for the SLA, with its corresponding status icon.
When one or more time slots are selected in the Calendars and Tracking Periods table:
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Select the relevant operator to use with the thresholds, for example, >=. The same
operator is used for each threshold.
Enter the required threshold value for each target in the appropriate box.
Ensure:
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That the values are appropriate for the unit of measurement defined by the business
rule. For example, for a rule that calculates percentage values, the threshold values
should be between 0 and 100.
That the values you enter are logically ordered.
Add New Selector Field/Edit Selector Field Dialog Box
This dialog box enables you to define a selector expression, as part of the selector for an HI or an Outages
KPI. The selector expression is compared against each incoming data sample, generating a result of either
TRUE or FALSE.
To
access
In the Add Health Indicator/Edit Health Indicator for CI dialog box or in the Add Outages
KPI/Edit Outages KPI dialog box, in the Selector area, click Add Selector Expression or
Add OR Clause (or click the Edit button for an existing selector expression).
Relevant "How to Define Selectors for HIs" on page 85
tasks
See also
"Selectors " on page 373
User interface elements are described below:
UI
Element
(A-Z)
Description
Field
Name
The field that is searched for in the incoming data samples, to compare with the selector
expression. For details on the sample fields, see "Data Samples" on page 1258.
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UI
Element
(A-Z)
Description
Operator The relational operator, used to compare the value defined in the Value box in the selector
expression, against the actual field value in the data sample.
For example, if the selected operator is not a prefix of, then the text entered in the Value box
is compared with the beginning of the value for the relevant field in each data sample. When the
prefix value in the sample does not match, the selector expression gives a TRUE result.
Select the required operator from the dropdown list. For details on each operator usage, see
"Selector Expression Operators - Reference" on page 446.
Type
The data type used in the samples for the specified value, for example, String, Integer, and
so forth.
Value
The value that is compared with the actual field value in the data sample, to establish if the
sample qualifies as TRUE for this selector expression.
Add Outages KPI/Edit Outages KPI Dialog Box
This dialog box enables you to define the business rule and properties for an Outages KPI attached to a CI in
an SLA.
To access
Important
information
In the SLA Wizard > Configure SLA Indicators page > KPIs tab, either open the Add
KPI menu and select Add Outage, or double-click an Outages KPI entry in the table.
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The Outages KPI for a monitoring CI is calculated from either the availability results for
the CI (as calculated by another KPI for availability attached to the CI), or calculated
directly from the data received in samples for the CI. The method used depends on the
business rule defined for the Outages KPI.
If you define a business rule that uses data in the samples, the Outages KPI dialog box
includes a selector to define the relevant samples.
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Relevant
tasks
See also
When defining an Outages KPI for multiple CIs, if one or more of the CIs already has an
Outages KPI attached, then a Warning dialog box is displayed when you click Save. For
details, see "Warning Dialog Box" on page 448.
"How to Use SLM to Monitor Your Service Agreements" on page 389
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"Outage Categories" on page 539
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"List of SLM Business Rules" on page 583
Business Rule Area
Select the business rule that you want to use for the Outages KPI. Only the rules appropriate to the CI are
included in the dropdown list.
Tooltip: When the Quick Help is enabled, you can view a short explanation of the selected business rule by
placing the cursor over the box.
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KPI Properties: Business Rule Parameters Area
This area enables you to define the parameters relevant for the selected business rule. The parameters vary,
according to the selected rule.
User interface elements are described below:
UI Element (A–Z)
Description
<Rule
Edit the rule parameters as required. For details on each rule parameter, see "List of SLM
parameters> Business Rule Parameters" on page 622.
Tooltip: When the Quick Help is enabled, you can view a short explanation of each
parameter by placing the cursor over the parameter box.
Default
category
Select the outage category that describes the most probable cause of an outage for this CI,
or leave the category as Undefined. You can define additional outage categories by
clicking New Outage Category.
The outage categories can be used to filter and organize data in the outage reports.
Note: You can also assign an outage category after an outage occurs, in the Outage
Summary report page (see Outage Summary Report in the APM User Guide). However, it
is recommended to categorize outages during SLA creation.
New Outage
Category
Open the New Outage Category dialog box, where you define a name and description for
the new outage category. The new outage category is automatically added to the list on the
Admin > Service Level Management > Repositories > Outage Categories tab.
KPI Properties: Selector Area
This area is displayed only for certain business rules, such as BPM Outage or SiteScope Outage Rule.
For user interface details on defining selectors, see "Selector Area" on page 417.
Add/Remove Associated Service Offerings Dialog Box
This dialog box enables you to modify the list of service offerings that are associated with the currently
selected service. Before you can select a service offering to use for a service within the SLA, that service
offering must be associated with the service.
To access
In the SLA Wizard > Offerings and Calendars page > Edit Service Offering Selection
dialog box, click the Select Service Offerings
button.
Important
Modifying the list of associated service offerings for a service impacts the list for the service
information itself, not only for the service instance within the current SLA. For example, the newly
associated service offering will be available for that service in the service catalog.
However, if you disassociate a service offering that is already in use for the service in
another SLA, the other SLA is not affected by the change to the associated service
offerings.
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Relevant
tasks
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
See also
"Offering Packages in SLAs" on page 473
User interface elements are described below:
UI Element
Description
Move to Associated Service Offerings. Adds the service offerings selected in the left pane
to the list of service offerings associated with the selected service.
Move to Available Service Offerings. Removes service offerings selected in the right
pane from the list of service offerings associated with the selected service.
Move all to Associated Service Offerings. Adds all the service offerings in the left pane to
the list of service offerings associated with the selected service.
Move all to Available Service Offerings. Removes all associated service offerings (apart
from the Default service offering) listed in the right pane from the list of service offerings
associated with the selected service.
Note: The Default service offering is associated with every service by default and cannot be
removed from the associated service offerings list.
Available
Service
Offerings
Lists the defined service offerings that are not currently associated with the selected service.
Associated
Service
Offerings
Lists the service offerings that currently associated with the selected service.
Agreements Manager Page
This page enables you to create SLAs or to perform actions on existing SLAs. Service Level Management
displays those SLAs which you, the logged-in user, have permissions to view.
To access
Select Admin > Service Level Management > Agreements Manager
Important
information
For information on working with tables in the user interface, see Common Report and Page
Elements in the APM User Guide
To debug the Agreements Manager page, type Alt-Ctrl-L to activate the client log
debugging mechanism. The log files are located in <username>\.hp\logs.
Relevant
tasks
"How to Use SLM to Monitor Your Service Agreements" on page 389
See also
"Agreements Manager - Creating SLAs" on page 365
User interface elements are described below:
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UI Element (AZ)
Description
New SLA. Opens the New SLA Wizard where you define a new SLA.
Edit SLA. Opens the Edit SLA Wizard, where you can modify most SLA properties.
Note:
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You can modify the Start date and Time zone only during agreement creation, or if
the agreement is still in Preliminary or Pending state (in which case, you can
modify the agreement in edit mode). Once the agreement is running or terminated,
you cannot change these options.
If the changes you make to the SLA affect historical data, you may want to run the
recalculation process.
View SLA. This button is enabled when you select an SLA for which you have viewing
permissions only. It opens the SLA Wizard in disabled mode.
Clone SLA. Clones the SLA. A copy is added to the list of SLAs, with the same SLA
name and the copy number after the name. For example, My SLA (2). You can then edit
the details of the copy, including renaming it.
The cloned SLA inherits all the properties of the original SLA. The creator of the new SLA
is the user who cloned it.
The start and end of the clone is the same as the original SLA. However, if those dates
conflict with the purging policy (by default, earliest start date = current date minus 3
months), then the default start and end dates are applied to the cloned SLA (current date
and current date + 10 years, respectively).
Note: To clone an SLA, you need to have change permissions for the original SLA.
Delete SLA. Removes all selected SLAs, and all calculations for them, from Service
Level Management.
Select All. Selects all SLAs in the table.
Clear Selection. Clears all selections in the table.
Refresh. Updates the table with the most recent data and changes made by other users.
Start SLA. Begins running the selected SLAs. You can use this button to immediately
start running an SLA, even when it is set to begin running in the future.
Terminate SLA. Terminates the selected SLAs. A terminated SLA cannot be restarted.
Recalculate SLA. Opens the "Define Recalculation Task Dialog Box" on page 428
where you can schedule recalculation of the SLA. For details, see "Recalculation for
SLAs" on page 388.
Cancel Scheduled Recalculation. Cancels a future scheduled recalculation task for
the SLA.
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UI Element (AZ)
Description
Open SLAs Summary Report. Opens the SLAs Summary Report (for details, see the
APM User Guide) in a new browser window, displaying data for the selected SLAs.
Convert SLA. For pre-9.x SLAs, creates a new SLA which is aligned to the APM
concept as follows:
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Monitor CIs are removed from the SLA, and replaced with the monitored CIs
themselves.
Health indicators are added to monitored CIs, and KPIs are calculated based on
these HIs.
Note: This button is only visible if you have upgraded to APM.
Open SLA Conversion Report. After you have converted a pre-9.x SLA, select the
generated SLA and click to open the conversion report. This report lists the differences
between the original SLA and the new one.
Note: This button is only visible if you have upgraded to APM.
Export to Excel. Opens the Export Table dialog box, enabling you to save the Service
Level Agreements table information in Microsoft Excel format.
Export to PDF. Opens the Export Table dialog box, enabling you to save the Service
Level Agreements table information in PDF format.
When the Service Level Agreements table contains multiple pages of entries, use the
page scroll to move between pages.
Change visible columns. Opens the Choose Columns to Display dialog box where
you select the columns you want to display in the table. Your settings apply for you (the
current user) only, and are saved for future sessions.
Creator
The user name of the person that created the SLA.
Customer
The customer for the SLA services.
Description
The description defined for the SLA.
End Date
The date and time when Service Level Management stopped/will stop calculating the
SLA.
Last
Calculation
The date and time of the last calculation for the SLA data. Service Level Management
recalculates the SLA data once an hour, for the previous hour. That is, if the time is now
07:30 AM, Service Level Management recalculated the data at 7:00 AM for data that
was received between 05:00 AM and 06:00 AM.
Name
The SLA name.
Provider
The provider of the SLA services.
Service
Offering
The service offerings included in the SLA, in alphabetical order.
Services
The services included in the SLA, in alphabetical order.
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UI Element (AZ)
Start Date
Description
The date and time when Service Level Management began/will begin calculating the
SLA.
Note: This date is not the SLA creation date.
State
The current operational state of the SLA. Can be one of the following:
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The SLA has been started, but its start date is in the future. You can
terminate a pending SLA (click the Terminate SLA button).
The SLA has not begun running. The SLA is at this state if you did not
select the Start SLA check box on the Summary page of the New SLA Wizard. Click
the Start SLA button to start calculations for the SLA.
The SLA begins collecting data. Once the SLA enters this state, you
cannot change the start date and time zone, but you can change the end date to any
date later than the current date. You can terminate a running SLA (click the
Terminate SLA button).
The SLA finished running and no longer collects data. A terminated
SLA cannot be restarted. (However, you can clone a terminated SLA.)
An SLA is terminated in one of two ways: By manually stopping it (clicking the
Terminate SLA button), or when its end date has passed. The SLA terminates on the
next hour after it is stopped.
Note: You can recalculate a terminated SLA, up to the termination date.
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The SLA is in the process of being recalculated. The progress of the
recalculation is shown in percentages. For details, see "Recalculation for SLAs" on
page 388.
The SLA is scheduled for recalculation at the displayed date
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and time.
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Type
Service Level Management failed to recalculate the SLA.
Whether the SLA is classified as an SLA, OLA, or UC. For an explanation of these SLA
types, see "SLAs, OLAs, and UCs" on page 376.
Define Recalculation Task Dialog Box
This dialog box enables you to run the recalculation process to update the data in your SLAs. You can select
the SLAs on which to run the recalculation. You generally run recalculation tasks after making retroactive
changes.
To access
In the Agreements Manager page, select the SLAs you want to include in the recalculation
and click the Recalculation SLA
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Important
Note for HPE Software-as-a-Service customers: HPE Operations administers the
information recalculation task functionality. For information about recalculation, contact HPE Softwareas-a-Service Support.
If you recalculate an SLA for a period when the raw data has already been purged, you will
lose the stored data for that period. To verify the purging policy, see "Data Purging" on page
363.
See also
"Recalculation for SLAs" on page 388
User interface elements are described below:
UI Element
(A-Z)
Description
Recalculate In the drop down calendar, define from when SLM should recalculate the SLA.
from
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The selected date and time must be later than the start date and time for the earliest SLA
(this is the date and time displayed by default for the Recalculate from parameter). The
dates before the start date of recalculation are grayed out.
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Schedule
the task to
start
The selected date and time cannot be more than the default recalculation period (3
months). For information on changing the default, see "Data Purging" on page 363.
In the drop down calendar, define when the recalculation task should start.
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Select
SLAs
The selected date and time should be earlier than the Last Calculation date and time
(which you can view in the Agreements Manager page).
If you select a date and time that has already passed, the recalculation task starts
immediately.
If the recalculation date and time are in the future, the scheduling information is displayed
in the tooltip for the State column on the Agreements Manager page.
In the SLAs dialog box, select the SLAs you want to recalculate from the Available SLAs
list and click
to add them to the Selected SLAs list.
To recalculate all SLAs, click
.
To remove an SLA from the Selected SLAs list, select the SLA and click
To remove all SLAs from the Selected SLAs list, click
.
.
Edit Health Indicators in KPI Calculation Dialog Box
This dialog box enables you to determine, within the current SLA, which of the HIs attached to a CI will impact
calculation of a specific KPI for the CI (when the KPI calculation is based on HIs).
To access
In the SLA Wizard > Configure SLA Indicators page > Add KPI for CI/Edit KPI for CI
dialog box, click the Edit button in the Related Health Indicators box.
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Important
information
When a single CI is selected in the upper pane of the Configure SLA Indicators page, the
lists in this dialog box include all HIs that are attached to the currently selected CI.
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When multiple CIs are selected, this dialog box shows only the HIs that the selected CIs
have in common, as follows:
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See also
An HI that all selected CIs use with the current KPI is listed in the Selected Health
Indicators pane.
An HI that only some of the selected CIs use with the current KPI is listed in the
Available Health Indicators pane.
"Indicators for CIs" on page 371
User interface elements are described below:
UI Element (AZ)
Description
Move to Selected Health Indicators. Adds the health indicators selected in the left
pane to the list of health indicators used for the current KPI (right pane).
Move to Available Health Indicators. Removes the health indicators selected in the
right pane from the list of health indicators used for the current KPI.
Move all to Selected Health Indicators. Adds all the health indicators in the left pane to
the list of health indicators used for the current KPI (right pane).
Move all to Available Health Indicators. Removes all the health indicators listed in the
right pane from the list of health indicators used for the current KPI.
Available
Health
Indicators
Lists the health indicators that are common to all selected CIs, but not used by every CI
for the current KPI.
Selected
Health
Indicators
Lists the health indicators that are currently used with the selected KPI (for all selected
CIs).
Edit Service Offering/CI Offering Selection Dialog Box
This dialog box enables you to change the offering package used for services or CIs in an SLA, and to view
offering package details.
To
access
Relevant
tasks
See also
In SLA Wizard > Offerings and Calendars page, select the row for a service, or the nonService CIs row, and click the Edit service/CI offering selection button.
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"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
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"How to Update Offering Package Changes to SLAs" on page 480
"Offering Packages in SLAs" on page 473
User interface elements are described below:
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UI Element
Description
Offering properties. Opens the <Offering package name> Service Offering/CI Offering
Properties dialog box, where you can view details for the selected offering package.
Select service offerings. (Only applicable for service offerings.) Opens the
Add/Remove Applicable Offerings for the Service dialog box, where you can modify the
list of service offerings that are associated with the service.
Select Service
Offering/Select
CI Offering
Select the offering package from the list that you want to use for the selected Service
CI/non-Service CIs in the current SLA.
Offering
Related
Calendars
Lists the calendars used by the selected offering package.
Fine Tuning Dialog Box
This dialog box enables you to fine tune the service topology included in the SLA.
To access
In the SLA Wizard > Select CIs page, click the Fine Tuning button.
Relevant tasks
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
See also
"Impact Model and CI Hierarchies" on page 368
User interface elements are described below:
UI
Element
(A-Z)
Description
SLA
CIs
Displays the service topologies of the CIs added to the SLA.
The tree displays CIs included in the SLA (indicated by a selected check box), and CIs that are
part of the impact model but not included in the SLA (indicated by an empty check box).
You can select or clear the check box for each CI to include it in, or remove it from, the current
SLA. When you clear the check box for a CI, all its subtree is removed (even if it has selected
children). The check box for all parent CIs changes to this: , indicating that there are CIs in
the subtree that are not included in the SLA.
If a new CI is added to the topology for a CI included in an SLA, the new CI is not automatically
included in the SLA. You must open the SLA for editing and select the check box for the new CI
in the Fine Tuning dialog box, to include the CI in the SLA.
Note: A CI with an overlaid icon is included in the SLA, but the impact model connecting it to the
higher-level CI no longer exists in the impact layer. In the following example, the overlay icon
shows that there is no impact relation between the parent CI and the child CI:
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Modified Values for <HI/KPI Name> Dialog Box
This dialog box is displayed on clicking Save when editing an HI or KPI for multiple CIs, when you change a
field that has [Mixed Values] to a specific value. [Mixed Values] indicates a field that has different values
across the selected CIs.
The dialog box enables you to choose which fields should be overridden and which should be left with the
original value.
To access
Important
information
Define parameters in the Edit Health Indicator for CI dialog box, Edit KPI for CI dialog
box, or Edit Outages KPI dialog box when multiple CIs are selected, then click Save.
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Relevant
tasks
See also
For information on working with tables in the user interface, see Common Report and
Page Elements in the APM User Guide.
KPI or HI objective threshold values are not displayed for each CI, N/A is displayed
instead.
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
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"Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box" on page 414
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"Add KPI for CI/Edit KPI for CI Dialog Box" on page 419
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"Add Outages KPI/Edit Outages KPI Dialog Box" on page 423
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
(A-Z)
Description
Show Details. Opens a dialog box showing details of the values defined for the CI.
CI Name
The name of the CI affected by the value change.
Field Name
The name of the field in the edit dialog box that has a conflict for the value change.
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UI Element
(A-Z)
Description
New Value
The new value you defined for the field.
Override
Select the check box to replace the old value with the new value. Clear the check box if you
want the original value to remain.
For conflicts in the Objectives section, selecting the check box overrides all existing
objective settings for the relevant CI, and replaces them with the objective settings you
defined in the Edit dialog box (meaning all new threshold and operator values for all time
slots that you defined).
Old Value
The value for the field before you made the change.
Section
The area of the Edit dialog box where the changed field appears.
Show
This button enables you to view or hide the table of impacted CIs.
Details/Hide
Details
New SLA/Edit SLA Wizard
This wizard enables you to define and edit SLAs representing your service contracts: service level
agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).
To access
Use one of the following:
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On the Admin > Service Level Management > Agreements Manager page, click
New SLA, or click the Edit button for an existing SLA.
On the Admin > Service Level Management > Services Manager page, select one or
more services and click the Create Service Agreement from selected service(s)
button.
Important
After editing an SLA, if the changes you made affect the historical data, you may want to run
information the recalculation process.
Relevant
tasks
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"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
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"How to Use SLM to Monitor Your Service Agreements" on page 389
Wizard
map
This wizard contains:
See also
"Agreements Manager - Creating SLAs" on page 365
"Define SLA Properties Page" below > "Select CIs Page" on page 436 > "Offerings and
Calendars Page" on page 438 > "Configure SLA Indicators Page" on page 439 > "SLA
Summary Page" on page 444
Define SLA Properties Page
This page enables you to define general properties for the SLA. This is part of the New SLA/Edit SLA Wizard;
refer to "New SLA/Edit SLA Wizard" above for general information.
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Important
information
The Description, Name, and SLA Details each have a maximum length, depending on
the character set. If you exceed the limit a message appears.
User interface elements are described below:
UI Element
(A-Z)
Description
Classification Classifies the SLA as formal or informal.
Default value: Formal
Creator
The user name of the person that defined the SLA.
Customer
The customer associated with the SLA. Click the ellipsis
button to open the Select
Customer dialog box, where you can select an existing customer or define a new
customer.
For more information, see "Providers and Customers for Services and SLAs" on page 374.
Description
A description of the SLA.
End date
The date and time that the SLA stops calculating, according to the time zone selected for
the SLA. To change the date, click the date link to open a calendar, and select the date
and time you require.
The end date must be later than the start date.
Default value: 10 years after the current date and time.
Name
A unique name for the SLA.
Provider
The service provider associated with the SLA. Click the ellipsis
button to open the
Select Provider dialog box, where you can select an existing provider or define a new
provider.
For more information, see "Providers and Customers for Services and SLAs" on page 374.
Region
The geographical area from which the SLA is calculated when creating reports. Click the
ellipsis
button to open the Locations dialog box, from where you can select a region.
Related URL
URL for a Web page or FTP site containing information that relates to this SLA.
SLA details
Details about the SLA that you want available to Service Level Management users, for
example, the SLA aims, provisioning, and special information.
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UI Element
(A-Z)
Start date
Description
The date and time from which the SLA starts calculations, according to the time zone
selected for the SLA.
To change the date, click the date link to open a calendar, and select the date and time
you require. The start date cannot be more than 3 months prior to the current date and
time. (If you need longer than 3 months, the data purging policy for Service Level
Management must be changed. For details, see "Data Purging" on page 363.)
You can modify the Start date only during agreement creation, or if the agreement is still in
Preliminary or Pending state (in which case, you can modify the agreement in edit
mode).
Default value: The current date and time (to the nearest hour).
Note:
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The start day is limited to dates where there are partitions present in the database. If
you try to enter an earlier date, an error message isdisplayed.
When a new SLA starts running from the current date and time, Service Level
Management immediately begins calculations. However, the SLA does not have
results of value until at least an hour after raw data is available in the database for
calculations.
Targets
Click the link to open the Targets dialog box, where you select the KPI targets (status
categories) to be applied for this SLA.
Time zone
Specify the time zone for the SLA. Service Level Management calculates the data in
reports according to this time zone.
You can modify the Time zone only during agreement creation, or if the agreement is still
in Preliminary or Pending state (in which case, you can modify the agreement in edit
mode).
Default value: The time zone of the user.
Tracking
period(s)
The tracking periods used in this SLA for compiling data, and for viewing data in Service
Level Management reports. Click the ellipsis
button to open the Tracking Periods
dialog box, where you select the required tracking periods.
Default value: Day, Week, Month
For more information, see Tracking Range and Granularity in Service Level Management
in the APM User Guide.
Type
Select the type of SLA:
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SLA (service level agreement)
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OLA (operational level agreement)
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Underpinning Contract
Default value: SLA
For more information, see "SLAs, OLAs, and UCs" on page 376.
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Select CIs Page
This page enables you to add CIs and service topologies to the SLA, and to fine tune the topologies. You can
also add trigger a breakdown by location for BPM CIs, so that the location breakdown CIs can be included in
the SLM. This is part of the New SLA/Edit SLA Wizard; refer to "New SLA/Edit SLA Wizard" on page 433 for
general information.
Important
information
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See also
The SLA Wizard filters for view bundles tagged as SLM, Service_Health, or bam. Only
views associated with these bundles are displayed in the Select CIs page. Any new view
that is added in the RTSM is automatically associated with the SLM and Service_Health
bundles.
After adding CIs, you can click Finish to move directly to the Summary page; in this
case, Service Level Management applies default settings to the selected CIs.
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"CIs in SLAs" on page 367
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"Breakdown by Location for BPM CIs" on page 377
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
(A-Z)
Description
Refresh. Updates the views with any changes in the RTSM.
Add CIs with their impact model hierarchy. This button adds the CIs selected in the left
pane to the SLA, and also adds all CIs that have an impact relationship on the selected CIs
(according to the impact model). Each CI subtree is added directly under the SLA root.
Add CIs with their impact model hierarchy (only Cis that are included in the view).
This button adds the CIs selected in the left pane to the SLA, and also adds all CIs that
have an impact relationship on the selected CIs (according to the impact model), if those
CIs are included in the current view.
Each CI subtree is added directly under the SLA root.
Select either New Business Service or New Infrastructure Service from the dropdown
list. Opens the New Service dialog box, where you define the Service CI (see "New
Business or Infrastructure Service/Edit Service Dialog Box" on page 456). The new CI (with
its subtree) is added to the current SLA and to the service catalog.
Remove selected CIs. Removes the selected CIs, and each CI's subtree, from the SLA.
Opens the Fine Tuning dialog box, displaying all CIs that are included in the SLA or in the
relevant impact models. You can fine tune the SLA topology by including or removing
specific CIs. For details, see " Fine Tuning Dialog Box" on page 431.
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UI Element
(A-Z)
Description
Breakdown. Select one of the options from the dropdown list to trigger the addition of
location breakdown BPM CIs to the SLA:
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Enabled when a Business Application, Business Transaction
Flow, or Business Transaction CI is selected (provided that the topology receives data
from the BPM domain). This option adds a recursive topology of breakdown CIs for the
selected CI and its child CIs, for each relevant BPM location.
Enabled when a Location CI is selected (provided that the
location is used for data from the BPM domain). This option adds a recursive topology of
breakdown CIs for all Business Application CIs and their child CIs, running from the
selected BPM location.
Enabled when a Location CI is selected (provided that the
location is used for data from the BPM domain). This option adds a recursive topology of
breakdown CIs for all Business Transaction Flow CIs and their child CIs, running from
the selected BPM location.
Enabled when a Location CI is selected (provided that the location
is used for data from the BPM domain). This option adds breakdown CIs for all Business
Transaction CIs running from the selected BPM location.
For more information, see "Breakdown by Location for BPM CIs" on page 377.
Undo Breakdown. Select a CI where a breakdown was defined, and click to undo the
breakdown and restore the original topology.
For details, see "Breakdown by Location for BPM CIs" on page 377.
CI Properties. Opens the CI Properties dialog box, displaying properties for the CI.
<Left pane> Enables you to select the CIs to include in the SLA.
- CI Selector
In the Browse Views tab, select the required view from the dropdown list, then select the
required CIs (use the SHIFT and CTRLkeys to select multiple CIs). You can also use the
Search tab to search for the required CIs within the current view.
Add the selected CIs to the SLA using one of the Add... buttons between the panes. Each
selected CI is added together with all or part of its impact model hierarchy, depending on
which Add... button is used. The CIs included in the SLA are displayed in the topology in
the SLA CIs pane.
Repeat for each view that contains CIs you want to add to the SLA.
For more information on using the CI Selector functionality, see CI Selector in the APM
User Guide.
Tooltip: Hold the cursor over a CI to see the full CI name and the CI type.
SLA CIs
Displays the CIs included in the SLA.
Tooltip: Hold the cursor over a CI to see the full CI name and the CI type.
Shortcut menu: Right-click a CI to display menu options for the CI.
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Offerings and Calendars Page
This page enables you to select the offering packages to be applied to the CIs in the SLA, and the calendars to
be used for the SLA. This is part of the New SLA/Edit SLA Wizard; refer to "New SLA/Edit SLA Wizard" on
page 433 for general information.
Important
information
After defining offerings and calendars, if you do not need to fine tune indicators for the SLA,
you can click Finish to move directly to the Summary page.
See also
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"Service and CI Offerings" on page 472
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"Calendars for SLAs" on page 526
Service and CI Offerings Area
This area enables you to modify the offering packages used for the CIs in the SLA.
Tip: For information on the available filtering and organization options for the table, see Common Report
and Page Elements in the APM User Guide.
User interface elements are described below:
UI
Element
(A-Z)
Description
Edit service/CI offering selection. When a Service CI is selected, this button opens the
Edit Service Offering Selection dialog box. When the non-Service CIs group is selected, this
button opens the Edit CI Service Offering Selection dialog box. In the dialog box, you can
change the offering package used for the CIs in the SLA.
Hard-sync with service/CI offering. If the CI offering or service offering assigned to this CI
has been changed on the Repositories > Service and CI Offerings page, you can use this
button to update the changes to the SLA. You can also use this button to update changes
made to the assignment and propagation rules.
The KPI, HIs, and objective thresholds for the selected CI within this SLA will be overwritten
with the values defined in the offering package.
Note:
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In some cases, a KPI may be deleted by the hard-sync, if the assignments or offering
packages for the KPI has changed.
After using the hard-sync button to update the SLA, run recalculation if you want the
changes to affect the historical data.
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UI
Element
(A-Z)
Description
CIs
This column displays (as relevant):
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Offering
Calendars
The service CIs (Business Service and Infrastructure Service) added under the SLA root,
and any child service CIs that are in the service CI hierarchy, as long their direct parent is
also a service CI.
The non-Service CIs group. This is a single entry, representing all the non-Service CIs
added under the SLA root, and all CIs in their subtrees.
Lists all calendars associated with the selected offering package. The calendars are listed
alphabetically.
Service/CI The name of the service offering or CI offering used for the specified service CI, or for the nonOffering
Service CI group, in the SLA.
To change the offering package, select the row and click the Edit button.
Default value: The Default service offering or Default CI offering.
SLA Calendars Area
This area enables you to select the calendars be used for the SLA.
User interface elements are described below:
UI
Element
Description
SLA
Lists the calendars that are common to all offering packages selected for use in this SLA. (The
Calendars calendars are listed in the Offering Calendars column in the Service and CI Offerings Area.)
Select one or more calendars that you want to apply for the SLA (up to a maximum of three).
If no calendars are listed, then there are no common calendars for the selected offering
packages. Modify the offering packages selected for the CIs to obtain at least one common
calendar.
Tooltip: Hold the cursor over a calendar name to view the calendar description.
Note: When editing an SLA, if a new service and service offering is added that does not use
one of the calendars previously selected for the SLA, then the previously selected calendar
may still appear in the list. This is despite the fact that the calendar is no longer common to all
packages.
Configure SLA Indicators Page
This page enables you to fine tune the indicators that are automatically assigned to the CIs in the SLA. You
can define new KPIs and health indicators, or edit the existing ones. You can also configure CI weights to be
used in indicator calculations.
The page is divided into three areas. The upper area (SLA Area) provides general information on the CIs in the
SLA. The left lower area (CI Data area) contains tabs that provide information on the CIs selected in the upper
area. The right lower area (Legend area) provides full names for the KPI icons displayed in the upper pane.
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This is part of the New SLA/Edit SLA Wizard; refer to "New SLA/Edit SLA Wizard" on page 433 for general
information.
Important
information
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See also
In order for the automatic indicator assignment process to work, all KPI and HI
assignments should be valid. For details, see "Indicator Assignments and Propagation"
on page 488.
When you add an HI to a CI, its selector is taken by default from the HI Assignments, if
there is an assignment that matches this HI. If not, its selector is taken from Admin >
Platform > Setup and Maintenance > Infrastructure Settings > Service Level
Management > Default Selector for new HIs.
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"CIs in SLAs" on page 367
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"Status Alerts for SLAs" on page 389
SLA Area
This area enables you to view the CIs included in the SLA, and their assigned KPIs. Select a CI to view
indicators and weights for those CIs in the CI Data area. You can also select multiple CIs and view and
modify indicators in one operation.
Tip: For information on the available filtering and organization options for the table, see Common Report
and Page Elements in the APM User Guide.
User interface elements are described below:
UI
Element
(A-Z)
Description
<Filter
Box>
At the top of each column there is a box which enables you to filter specific elements in the
column; for example you can select a CIT, or one or more KPIs to be displayed. To filter by CI
Name, press Enter to activate the filter.
When a CI matches a filter, its parent CIs are displayed as well. To select the CIs which match
a filter (for example for a bulk action), click the Select by Filter button.
CI
Name
Displays the hierarchy of CIs that are included in the SLA.
Select a CI or multiple CIs to display information for the selected CIs in the bottom area. Use
the CTRL and SHIFT keys to select multiple CIs.
Within the CI hierarchy a CI may appear more than once (for example, if there is more than one
path to it within the topology). If you select a CI that appears more than once, all appearances of
the CI are selected.
Shortcut menu: Right-click a CI to view CI properties.
CI Type
The CIT for each CI.
KPIs
Displays icons representing the KPIs assigned to each CI; the Legend area (on the lower right)
identifies each KPI icon.
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Legend Area
The Legend area on the bottom right side of the screen provides full names for the icons displayed in the KPIs
column in the upper pane.
CI Data Area - KPIs Tab
This tab displays details on the KPIs that are assigned to the CI or CIs selected in the upper area of the
Configure SLA Indicators page. You can use the KPIs tab to edit, add, or remove KPIs.
When multiple CIs are selected, the KPIs tab displays only those KPIs that are common to all selected CIs.
User interface elements are described below:
UI
Element (A-Z)
Description
Select Add KPI from the dropdown menu to open the Add KPI dialog box, where you define a
new KPI for the selected CIs.
Select Add Outages KPI from the dropdown menu to open the Add Outages KPI dialog box,
where you define details for the Outages KPI attached to the selected CIs.
Note: A maximum of 6 KPIs can be attached to a CI (in addition to the Outages KPI).
Edit KPI. Opens the Edit KPI for CI dialog box, where you can modify KPI details.
Delete KPIs. Deletes the selected KPIs from the selected CIs.
Export to Excel. Opens the Export Table dialog box, enabling you to export information on
the KPIs tab to a Microsoft Excel file.
Export to PDF. Opens the Export Table dialog box, enabling you to save the information on
the KPIs tab in PDF format.
Business
Rule
The business rule used to calculate the measurement and status for the KPI. If you have
selected multiple CIs using different business rules for the KPI, the cell displays [Mixed
Values].
For information on the rules, see "List of SLM Business Rules" on page 583.
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UI
Element (A-Z)
Description
Calculated The calculation method used for the KPI:
Based On
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Health Indicators and child KPIs. The KPI calculation is based on both the health
indicators assigned to the relevant CI, and the KPIs assigned to the child CIs.
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Assigned health indicators. The KPI calculation is based on the health indicators
assigned to the relevant CI.
KPIs assigned to child CIs. The KPI calculation is based on the KPIs assigned to the
child CIs.
Health indicators if available; or child KPIs. The KPI calculation is based on the
health indicators assigned to the relevant CI; if there are no health indicators, the
calculation is based on the KPIs assigned to the child CIs.
If the selected CIs are using different methods to calculate the KPI, [Mixed Values] is
displayed.
KPI
Domain
The domain that this KPI belongs to. A domain defines a logical group of KPIs, where the
KPIs all represent similar measurements. For details, see "KPI Domains" on page 372.
KPI Name
The KPI assigned to the selected CIs. For information on each KPI, see "List of Service Level
Management KPIs" on page 573.
Related
Health
Indicators
Lists the health indicators associated with the KPI. If multiple CIs are selected, this field lists
the health indicators associated with the KPI, that are common to all selected CIs.
Note:
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A health indicator that is used for only some of the selected CIs is not included in the list.
No Health Indicators in common. This is displayed if one or more of the selected CIs
have health indicators associated with the KPI, but there are no health indicators that are
common to all selected CIs and the KPI.
No Health Indicators. This is displayed if none of the selected CIs have health
indicators associated with the KPI.
CI Data Area - Health Indicators Tab
This tab displays details on the health indicators that are monitoring data for the CI or CIs selected in the
upper area of the Configure SLA Indicators page. You can use the Health Indicators tab to edit, add, or remove
health indicators.
When multiple CIs are selected, the Health Indicators tab displays only those health indicators that are
common to all selected CIs.
User interface elements are described below:
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UI
Element (A-Z)
Description
Add Health Indicator. Opens the Add Health Indicator dialog box, where you define a new
health indicator to collect measurements for the selected CIs.
Edit Health Indicator. Opens the Edit Health Indicator dialog box, where you edit details for
the selected health indicator.
Delete Health Indicators. Deletes the selected health indicators from the selected CIs.
Export to Excel. Opens the Export Table dialog box, enabling you to export information on the
Health Indicators tab to a Microsoft Excel file.
Export to PDF. Opens the Export Table dialog box, enabling you to save the information on
the Health Indicators tab in PDF format.
Business The business rule used to calculate the measurement and status for the health indicator. If you
Rule
have selected multiple CIs using different business rules for the health indicator, the cell
displays [Mixed Values].
For information on the rules, see "List of SLM Business Rules" on page 583.
Health
Indicator
Name
The health indicators assigned to the selected CI, or common to all selected CIs.
Related
KPIs
Lists the KPIs which use this health indicator in their calculations for the selected CI.
When multiple CIs are selected, the field lists only KPIs that are common to all selected CIs
for this health indicator.
CI Data Area - Weights Tab
This tab enables you to assign a weight to each of the child CIs for a selected CI. The weights are used to
reflect the relative importance of each child CI in KPI calculations for the parent CI.
Important
information
The weights apply for all KPIs and HIs for the CI, within the current SLA (where the
business rule for the indicator takes weights into account).
See also
"Weights for KPI Calculations" on page 374
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
Description
Resets all weights to 1.0
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UI Element
Description
<Weight for CI>
Enter the required weight for the CI.
You can only assign weights when a parent CI with more than one child CI is selected.
Default: 1.0
SLA Summary Page
This page displays a summary of the SLA details, and enables you to start running the SLA. This is part of the
New SLA/Edit SLA Wizard; refer to "New SLA/Edit SLA Wizard" on page 433 for general information.
Important
information
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This page is not included when you open the SLA Wizard in edit mode.
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Use the Back button to modify the SLA details.
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See also
After creating the SLA, you must verify that users are granted permissions to
work with it.
"Permissions for Working with SLAs" on page 388
User interface elements are described below:
UI
Element Description
Start
SLA
Select the check box to initiate the SLA as soon as you save it. Service Level Management
starts calculating the SLA immediately if the start date is in the past; the SLA enters Pending
state if the start date is in the future.
If you clear the check box, the SLA enters Preliminary state, and you can manually start the
SLA at a later time from the "Agreements Manager Page" on page 425.
Default: The check box is selected by default.
Select Customer Dialog Box
This dialog box enables you to select the customer associated with the SLA, or to define a new customer.
To access
Important
information
In the Agreements Manager page, open the SLA Wizard > Define SLA Properties
page, and click the ellipsis button (...) beside the Customer box.
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See also
The customers are represented in APM by Organization CIs and can be viewed in the
Business Units view.
You can also define customers in Admin > RTSM Administration > Modeling > IT
Universe Manager.
"Providers and Customers for Services and SLAs" on page 374
User interface elements are described below (unlabeled elements are shown in angle brackets):
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UI Element
Description
Opens the Create Customer dialog box, where you define a name for the new customer.
The button is enabled when you select the Customers folder or other entry in the tree in
the Select Customer dialog box. The new customer is added as a child to the selected
CI.
CI Properties. Opens the CI Properties dialog box, where you can view details for the
selected entry.
<Tree>
Displays the customers and other CIs defined under the branches of the Business Units
view. Select the required customer.
Shortcut menu: Right-click an entry to view menu options.
Select Provider Dialog Box
This dialog box enables you to select a service provider, or to define a new service provider. Service provider
are associated with services and SLAs.
To access
Use one of the following:
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Important
information
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Relevant
tasks
See also
In the Agreements Manager page, open the SLA Wizard > Define SLA Properties
page,and click the ellipsis button (...) beside the Provider box.
In the Services Manager page, open the New Service or Edit Service dialog box and
click the ellipsis button (...) beside the Provider box.
Service providers are represented in APM by Organization CIs and can be viewed in the
Business Units view.
You can also define service providers in Admin > RTSM Administration > Modeling
> IT Universe Manager.
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"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
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"How to Define a Service for an SLA – Use-Case Scenario" on page 452
"Providers and Customers for Services and SLAs" on page 374
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
Description
Opens the Create Provider dialog box, where you define a name for the new provider. This
creates a new Organization CI with the defined name.
The button is enabled when you select a folder or other entry in the tree in the Select
Provider dialog box. The new provider is added as a child to the selected CI.
CI Properties. Opens the CI Properties dialog box, where you can view details for the
selected entry.
<Tree>
Displays the service providers and other CIs defined under the branches of the Business
Units view. Select the required provider.
Shortcut menu: Right-click an entry to view menu options.
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Selector Expression Operators - Reference
The following table describes the relational operators used in the selector expressions for HIs and Outages
KPIs. The operators are used to compare the value defined in the selector expression against the property
value in the data sample.
To
access
See
also
Operators for selector expressions are defined in the AddNew Selector Field dialog box or Edit
Selector Field dialog box.
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"Add New Selector Field/Edit Selector Field Dialog Box" on page 422
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"Selectors for Metric-Based HIs" on page 59
User interface elements are described below:
UI Element
Description
!=
The value for the specified property in the data sample must not be equal to the value
defined in the selector expression.
<
The value for the specified property in the data sample must be smaller than the value
defined in the selector expression.
<=
The value for the specified property in the data sample must be less than or equal to the
value defined in the selector expression.
=
The value for the specified property in the data sample must exactly equal the value defined
in the selector expression.
>
The value for the specified property in the data sample must be greater than the value
defined in the selector expression.
>=
The value for the specified property in the data sample must be more than or equal to the
value defined in the selector expression.
matches
The value for the specified property in the data sample must match the value defined in the
selector expression.
Tip: This operator is performance intensive; where possible, it is recommended to use the
is a suffix of operator instead.
does not
match
The value for the specified property in the data sample must be different from the value
defined in the selector expression.
Tip: This operator is performance intensive; where possible, it is recommended to use the
is not a suffix of operator instead.
is a prefix of
The value for the specified property in the data sample must start with the string defined in
the selector expression.
is not a
prefix of
The value for the specified property in the data sample must not start with the string defined
in the selector expression.
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UI Element
Description
is a suffix of
The value for the specified property in the data sample must end with the string defined in
the selector expression.
is not suffix
of
The value for the specified property in the data sample must not end with the string defined
in the selector expression.
is contained
in
The value for the specified property in the data sample must be contained in the list of
values in the Value box.
Enter the list of values in the Value box separated by commas. The total string can be up to
100 characters long.
is not
contained in
The value for the specified property in the data sample must not be one of the values in the
list in the Value box.
Enter the list of values in the Value box separated by commas. The total string can be up to
100 characters long.
Targets Dialog Box
This dialog box enables you to select the target (objective) categories associated with the SLA. Only the
selected targets are available when defining KPI objectives, for the KPIs within this SLA.
To access
Important
information
In the SLA Wizard > Define SLA Properties page,click the ellipsis button (...) beside
the Targets box.
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The Exceeded and Failed targets are always selected by default.
You can change the default names used for the targets. For details, see "How to
Customize Target Names" on page 413.
Relevant tasks
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
See also
Status/Targets in Reports in the APM User Guide
Tracking Periods Dialog Box
This dialog box enables you to select the tracking periods that are used to track SLA status and compile data.
The tracking periods define the granularity for calculation in Service Level Management reports. For example,
data can be compiled per hour or per week.
To access
Important
information
In the SLA Wizard > Define SLA Properties page,click the ellipsis button (...) beside
the Tracking Period(s) box.
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Select SLA period to enable users to view reports that include data from the start
date of the SLA until the present.
You must select at least one tracking period (not including SLA period).
Relevant tasks
"How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
See also
Tracking Range and Granularity in Service Level Management in the APM User Guide
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Warning Dialog Box
This Warning dialog box is displayed on clicking Save when defining an HI, KPI, or Outages KPI on multiple
CIs, if one or more of the CIs already has that HI or KPI attached.
This dialog box enables you to choose how to proceed when there is a conflict between multiple versions of
the same HI.
To
access
Define parameters in the Add Health Indicator for CI dialog box, Add KPI for CI dialog box,
or Add Outages KPI dialog box when multiple CIs are selected, then click Save.
Relevant "How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page 392
tasks
See also
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"Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box" on page 414
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"Add KPI for CI/Edit KPI for CI Dialog Box" on page 419
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"Add Outages KPI/Edit Outages KPI Dialog Box" on page 423
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
Description
<Table>
Lists the CIs (out of the selected CIs) that already have the defined HI assigned to them,
and shows the business rule in use for each instance of the HI on each CI.
Keep
Existing
This button keeps all existing settings for each instance of the HI on the CIs listed in the
table. Only the selected CIs that did not previously have the HI attached are assigned the
new HI, with the settings you defined in the Add Health Indicator dialog box.
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UI Element
Description
Override
Existing
This button overrides all existing settings for the HI on the CIs listed in the table, and
replaces them with the HI settings you defined in the Add Health Indicator dialog box (in
addition to assigning the HI to selected CIs that did not previously have the HI attached).
Cancel
This button closes the Warning dialog box, and returns you to the Add Health Indicator
dialog box without applying any changes.
Show
This button enables you to view or hide the table of impacted CIs.
Details/Hide
Details
Troubleshooting and Limitations
This section describes troubleshooting and limitations for SLAs.
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Profile database missing: Some pages in Service Level Management cannot be displayed until a default
profile database is set. For details on setting profile databases, see Creating Databases in the APM
Platform Administration Guide.
Data continuity issue: If a transaction in an HPE Virtual User Generator script is renamed, APM
considers it as a new transaction. A new BPM Business Transaction CI is created in the RTSM using the
new name, and the CI with the old transaction name is removed after it stops receiving samples. If the CI
is included in a Service Level Management SLA, you do not see historical data for it (from before the
transaction name change).
Oracle patch needed: When working with Oracle version 11.2.0.x, SLAs may not be calculated. On the
client application, the following error appears: ERROR: ORA-03113: end-of-file on communication
channel; Process ID: 21950; Session ID: 1174 Serial number: 254; no rows selected;
ERROR: ORA-03114: not connected to ORACLE.
This is due to Oracle bug 12971242. To fix this problem, download patch 12971242 from
support.oracle.com, and apply it to the Oracle software using OPatch.
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Arithmetic Overflow Error for Data Types: If you have a problem with SLA calculations and the
Bambino.log or offline.engine.all.log file contains messages like “Arithmetic overflow error for data type
smallint, value = 32768”, we recommend running a cleanup procedure for fixing this problem.
a. Backup your APM affected tables before proceeding with the clean-up procedure
b. Remove all rows from the following profile database tables:
o
CLOSE_MN tables:
SLA_HI_CLOSE_MN_L_ENTITY_ID
SLA_HI_CLOSE_MN_L_SC_ID
SLA_HI_CLOSE_MN_L_SUB_CTX_ID
SLA_HI_CLOSE_MN_L_TR_P_ID
SLA_HI_CLOSED_MN_x0000
o
OPEN_LD tables:
SLA_HI_OPEN_LD_x0000
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SLA_HI_OPEN_LD_L_ENTITY_ID
SLA_HI_OPEN_LD_L_SC_ID
SLA_HI_OPEN_LD_L_SUB_CTX_ID
SLA_HI_OPEN_LD_L_TR_P_ID
Note: If you have several profile databases you need to remove the rows from all of them.
c. Restart the Data Processing Servers or at least restart offline_engine from Nanny.
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Chapter 21: Services Manager
SLM Services Manager provides management for the services provided by, or consumed by, your
organization, such as project management services, application development for departmental applications,
Web development services, email services, backup services, and so forth.
All services relevant for your organization are represented within APM as either Business Service CIs or
Infrastructure Service CIs, as appropriate:
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Business Service CI. This represents a business, or IT service used by the business. A business
service is a service that a business provides to another business (B2B), or that one organization provides
to another within a business (for example, payment processing). An IT service is a business service that
the IT organization provides to support business services, or to support IT's own operations.
Infrastructure Service CI. This is an IT Service that is not directly used by the business, but is required
by the IT service provider so they can provide other IT services, for example, directory services, naming
services, or communication services. Infrastructure service is a synonym for technical service in ITILv3.
The service CIs create a catalog of IT services in the RTSM for internal and external customers. The service
CIs can be viewed in the Business Services view.
A service CI has a service topology that supports the business or infrastructure service, created by mapping
to the service CI the key business processes, applications, and infrastructure that the service depends on.
The monitoring metrics collected for the CIs in the service topology propagate up to the service CI, enabling
you to see the impact of performance problems on the service, and to analyze trends and performance
objectives from a service level. For more information, see "Service Topologies" below.
The service CIs are used as the foundation for defining SLAs, working with defined service offering packages
to measure compliance with service level management goals.
You manage the service catalog from the Services Manager. For user interface details, see "Services
Manager Page" on page 459.
For a scenario for working with service CIs, see "How to Define a Service for an SLA – Use-Case Scenario"
on the next page.
Tip: If APM is integrated with Service Manager, the service catalog can include services created as a
result of incidents reported by Service Manager. For details, see "Integration with HPE Service Manager"
on page 541.
Service Topologies
Each service CI is connected to a topology of CIs that support the service. This service topology is created by
mapping the Business Service or Infrastructure Service CI to the service-related CIs that represent the
underlying processes and infrastructure for the service.
When creating a service in SLM, you directly access the Modeling Studio component of RTSM
Administration, with the appropriate model in focus for the type of service you are defining (business or
infrastructure). In the Modeling Studio window, you define the service topology for the service CI. For
information on how to create CIs and add CIs to the service topology in Modeling Studio, see "IT Universe
Manager" in the Modeling Guide.
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You can define the service topology when you create the service CI, or at a later time. After defining the
service topology, you can see the topology displayed in the Topology area of the New Service and Edit
Service dialog boxes. For details, see "New Business or Infrastructure Service/Edit Service Dialog Box" on
page 456.
The service topology can include other service CIs; these CIs are displayed as child CIs of the parent service
in the service catalog table.
The service topology is dynamically updated by some changes made in the RTSM. When a CI is removed
from the service topology, this change is automatically updated to the SLAs containing the service CI.
However, a CI that is added to the service topology is not automatically added to SLAs, and you must update
the SLAs if you want the SLAs to include the new CI. For details, see "How to Update Topology Changes to
an SLA" on page 413.
You can view service CIs and their topologies in the Service Measurements view.
Services Manager Permissions
In order to make changes to the Services Manager (add, edit, or delete services), users must have the
appropriate permissions for the Business Services view.
You define Services Manager permissions in Admin > Platform > Users and Permissions > User
Management. In the Permissions tab, select RTSM as the Context list, expand the Views resource, and
select the Business Services entry. You can then set permissions for the view and its contents.
For general information on defining permissions, see Permissions Overview in the APM Platform
Administration Guide.
How to Define a Service for an SLA – Use-Case
Scenario
This use-case scenario describes how Kim, the Service Level Management administrator, creates a Business
Service CI to represent a financial service provided by the accounting department and used by other
departments in his company. The financial service is to be used as part of an SLA.
1.
Background
Before creating the Business Service CI, Kim verified that the CIs representing the processes and
infrastructure that support the financial service, were defined in the RTSM.
2.
Define the Business Service CI properties
Kim accesses the Services Manager page and opens the New Business Service dialog box. In the
Properties area, he defines a unique name and a description for the new CI.
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3.
Define the service provider
Kim clicks the ellipsis button beside the Provider box to select the provider for the service. The
accounting department is not listed, so he selects the External Providers branch and clicks New
Provider to define a new Organization CI for the Accounting department service provider.
The new provider is added to the list in the Select Provider dialog box, and Kim selects this provider for
the new service.
4.
Define the service topology
In the Topology area, Kim clicks Create Service Model.
In the displayed Modeling Studio window (labeled Create/Edit Service Model), he creates a topology for
the Financial Accounting Service Business Service CI, by adding to it the service-related CIs that
represent the infrastructure and processes used by the financial service.
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After clicking OK in the Modeling Studio window, the defined service topology is displayed in the
Topology area of the New Business Service dialog box.
5.
Define the associated service offerings
In the Service Offering area, Kim finds that none of the existing service offerings provide the objective
requirements needed for the new service, but the Silver service offering is close to what is needed.
Kim uses the Clone Service Offering option to make an copy of the Silver service offering, then opens
the copy for editing.
In the Edit Service Offering - Silver(1) dialog box, Kim defines a new name and description for the service
offering, and makes the necessary changes in the Objectives Definition area. (For more information on
editing service offerings, see "How to Create or Edit a Service or CI Offering" on page 474.)
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After saving the changes, Kim moves the new service offering into the Selected Service Offerings
area.
6.
Create an SLA based on the service
After saving the new service, it is added to the list of services in the Service Catalog table. Kim selects
the service name and selects Create SLA from selected service(s) in the shortcut menu.
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The SLA Wizard opens in a new browser window, with the Accounting Financial Service CI already
defined in the Select CIs page. Kim defines the rest of the information for the SLA. (For more information
on creating SLAs, see "How to Use SLM to Monitor Your Service Agreements" on page 389.)
Services Manager User Interface
This section includes (in alphabetical order):
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"New Business or Infrastructure Service/Edit Service Dialog Box" below
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"Related SLAs Dialog Box" on page 459
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"Services Manager Page" on page 459
New Business or Infrastructure Service/Edit Service Dialog
Box
This dialog box enables you to define a Business Service or Infrastructure Service CI representing a service
provided by or consumed by your organization.
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To access
Use one of the following:
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Select Admin > Service Level Management > Services Manager. Click the New
Service button and select New Business Service or New Infrastructure Service, or
click the Edit Service button.
In the SLA Wizard > Select CIs page, select one of the New Service menu options.
Important
You can define additional properties for the new CI in Admin > RTSM Administration >
information Modeling Studio.
Relevant
tasks
"How to Define a Service for an SLA – Use-Case Scenario" on page 452
See also
"Services Manager" on page 451
Properties Area
User interface elements are described below:
UI Element
(A-Z)
Description
Description This field has a maximum length, depending on the character set. If you exceed the limit a
message appears.
Location
The geographical or logical location for this service. Click the ellipsis button (...) to open the
Select Location dialog box, where you can select a location or define a new one.
For details, see Location Manager in the APM Platform Administration Guide.
Name
The service name must be unique.
This field has a maximum length, depending on the character set. If you exceed the limit a
message appears.
Provider
The service provider for this service. Click the ellipsis button (...) to open the Select Provider
dialog box, where you can select a provider or define a new one.
For details, see "Providers and Customers for Services and SLAs" on page 374.
Topology Area
This area enables you to define and manage the service topology that supports the service CI. For more
information, see "Service Topologies" on page 451.
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
(A-Z)
Description
CI Properties. Opens the CI Properties dialog box, displaying properties for the selected
CI.
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UI Element
(A-Z)
Description
Expand All. Displays all the CIs in the topology.
Collapse All. Displays only the highest level of the topology.
<Topology>
When editing a service, the Topology area displays the underlying service topology defined
for the service CI.
Create/Edit
Service
Model
This button opens the Modeling Studio application in a new browser window, with the
appropriate model in focus for the type of service you are defining (business or
infrastructure).
Define or edit the topology as needed; note that the changes you make will affect the
whole topology, and not just the topology of the service.
For details on defining topologies in Modeling Studio, see "IT Universe Manager" in the
Modeling Guide.
Service Offerings Area
This area enables you to associate service offerings with the service.
Important
New service offerings that you define in the Service Offerings area, and all changes you
information make to existing service offerings, are updated to the service offering repository.
Relevant
tasks
"How to Create or Edit a Service or CI Offering" on page 474
See also
"Service and CI Offerings" on page 472
User interface elements are described below:
UI Element
(A-Z)
Description
New Service Offering. Opens the Service Offering Definition dialog box, where you define
a new service offering. The new service offering is added to the list in the table.
Edit Service Offering. Opens the Service Offering Definition dialog box for a selected
service offering, enabling you to edit the service offering details.
Clone Service Offering. Clones the selected service offering, and adds the copy to the list
in the table with the name "Copy of <name>". You can then edit the copy as required and
rename it.
Available
Service
Offerings
Lists the available service offerings that can be associated with the service. Use the arrows
to move a service offering to the Selected Service Offerings column.
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UI Element
(A-Z)
Selected
Service
Offerings
Description
Lists the service offerings to be associated with the service. At least one service offering
must be added to the list before you can save the service.
Related SLAs Dialog Box
This dialog box enables you to view information on the SLAs that include a selected service.
To access
In the Services Manager page, click Show related Service Agreements to
selected service.
Important
information
This button is disabled if the selected service is not included in any SLA.
See also
"Building SLAs with the SLA Wizard" on page 366
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
Description
Export to Excel. Opens the Export Table dialog box, enabling you to save the contents of
the Related SLAs table in Microsoft Excel format.
Export to PDF. Opens the Export Table dialog box, enabling you to save the Related SLAs
table in PDF format.
Customer
The customer for the SLA services.
Description The description defined for the SLA.
Name
The SLA name.
State
The current operational state of the SLA. For an explanation of each state, see "Agreements
Manager Page" on page 425.
You can filter the contents of the table by selecting a State from the dropdown list.
Services Manager Page
This page displays the service catalog contents, and enables you to manage your Business Service and
Infrastructure Service CIs and their associated service offerings.
To access
Select Admin > Service Level Management > Services Manager
Relevant tasks
"How to Define a Service for an SLA – Use-Case Scenario" on page 452
See also
"Services Manager" on page 451
User interface elements are described below:
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UI Element
(A-Z)
Description
New Service. Opens the New Service dialog box, where you create a new Business
Service or Infrastructure Service CI. For details, see "New Business or Infrastructure
Service/Edit Service Dialog Box" on page 456.
Edit Service. Opens the Edit <Service name> Service dialog box, where you can modify
the parameters for the selected service CI. For details, see "New Business or Infrastructure
Service/Edit Service Dialog Box" on page 456.
Delete Service. Deletes the selected service CIs.
Note: You cannot delete a service CI currently being consumed by an SLA.
Select All. Selects all service CIs in the Service Catalog table.
Clear Selection. Deselects all service CIs in the Service Catalog table.
Refresh. Updates the information in the Service Catalog table. Use to refresh the table after
clearing filter options.
Show related Service Agreements to selected service. Opens the Related SLAs dialog
box, listing the SLAs that include the selected service.
Create Service Agreement from selected service(s). Opens the SLA Wizard in a new
window, enabling you to create an SLA based on one or more selected service CIs.
If you select a service with child service CIs, then that service CI and all its child service
CIs are added to the SLA.
Description The user-defined description for the service CI.
Name
The service CI name. Click the Expand button next to a service CI name to view the child
service CIs included in that service's topology.
Provider
The service provider (Organization CI) associated with the service CI.
Service
Offerings
The service offerings associated with the service CI, listed alphabetically.
Type
Shows whether the service CI is a Business Service or an Infrastructure Service.
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UI Element
(A-Z)
Used by
SLAs
Description
Shows whether the service CI is currently included in an SLA.
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Chapter 22: Retroactive SLA Data Corrections
You define SLA data correction schedules to make retroactive adjustments to SLA data. (Downtimes defined
in the Downtime Management page in Platform Administration only affect future data.)
For example, you discover that testing of an application is causing disruption to a server monitored by your
SLAs. The testing will continue for an hour a day over the next week, so you define a downtime (in the
Platform Administration Downtime Management page) for the future testing. But you also want to exclude
from your SLAs the data from testing periods that have already taken place, so you define an SLA data
correction schedule for those time periods.
The data correction periods are excluded from SLA calculations, and are marked with Downtime status in
Service Level Management reports. In addition, the Downtime Event Description area displayed in reports
(displayed by enabling the option in the Advanced Options dialog box), provides information on data
corrections that are applicable to the report. For details, see Advanced Options Dialog Box in the APM User
Guide.
You define SLA data correction schedules in the "SLA Data Correction Schedule Dialog Box" on page 468.
For details, see "SLA Data Correction Schedule Dialog Box" on page 468.
After defining or editing an SLA data or correction schedule, you need to run recalculation on your SLAs so
that the data changes are applied to the SLAs. For details, see "Recalculation for SLAs" on page 388.
Caution: If you define a data correction and recalculate the SLA, then later delete the data calculation,
then the data correction is not taken into consideration in any future recalculations of the SLA.
Planned and Unplanned Downtime Management
When defining an SLA Data Corrections Schedule, the dialog box also allows you to define future events.
However, you should not use data correction for defining future events; these should only be defined as
downtimes in the Downtime Management page in Platform Administration.
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In Downtime Management you define a planned downtime that will impact SLA data.
In SLA Data Corrections you define a data correction to retroactively adjust SLA data for unplanned
downtime.
How to Schedule Planned and Retroactive Downtime
for an SLA
This task describes how to schedule periods of planned downtime and retroactive downtime (data corrections)
to adjust the data in SLAs. The relevant downtime periods are shown with Downtime status in Service Level
Management reports, and any data reported for the CIs in downtime can be excluded from SLA calculations.
1.
Prerequisites
At least one SLA must be defined before you can define a downtime or data correction schedule. For
details about defining SLAs see "How to Define an SLA in the SLA Wizard - Use-Case Scenario" on
page 392.
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You must have change permissions for any SLA that you want to include in a downtime or data correction
schedule. For details, see Downtime Management Overview in the APM Platform Administration Guide.
2.
Define a planned downtime
You define a planned downtime that impacts SLA data in the Admin > Platform > Downtime
Management page. Click the Create new downtime button to open the New Downtime Wizard and
define the required information for the downtime.
The downtimes that you define for CIs in the New Downtime Wizard impact various actions associated
with the CIs across APM (in addition to any impact you define within the SLM domain).
For user interface details, see New Downtime Wizard in the APM Platform Administration Guide.
On the Action Page of the wizard (for details, see the APM Platform Administration Guide):
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Select the fourth radio button for Enforce downtime on Reports and KPI calculations; suppress
events, alerts & notifications.
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Select the Affect related SLAs check box.
l
Select the relevant radio button:
o
All. Select if you want the downtime applied to the relevant CIs in all SLAs that include the CIs.
o
Selected. Select if you want the downtime applied to the relevant CIs only within specific SLAs.
After selecting this option, the ellipsis
button is enabled. Click to open the Select SLAs dialog
box and select the SLAs you want the downtime to impact. (Only SLAs that contain at least one of
the selected CIs are included in the Available SLAs list.)
Example of a monthly downtime:
On the last day of every month, a SiteScope machine is scheduled for an hour's maintenance at
1:00 AM. Therefore, the IT Ops director must define a recurring event and exclude all relevant
CIs from reports and SLAs during this period.
A. The IT Ops director accesses the Downtime Management page and opens the New
Downtime Wizard.
B. On the Select CIs page, he adds the impacted SiteScope profile CIs (the CI descendants
are added automatically).
C. On the Scheduling page, he sets Time of occurrence to 1:00 AM with duration of 1 hour. In
the Recurrence pattern area, he selects Monthly and sets recurrence to the last day of the
month. Range of recurrence is No end date.
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D. On the Action page, he selects the fourth radio button, and sets the downtime to affect all
SLAs.
3.
Define a data correction
You define a data correction to retroactively adjust SLA data for unplanned downtime in the SLA Data
Correction Schedule dialog box. For user interface details, see "SLA Data Correction Schedule Dialog
Box" on page 468.
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In the Event Schedule General Properties area, select the Exclude data reported check box, so
that the data reported during the scheduled period is excluded from SLA calculations. Clear the check
box if the data correction is informational only.
In the Scheduling area of the dialog box, define how often the data correction is applied to the SLA
data, by selecting the type of schedule, and its duration or frequency:
o
One-time data correction. Select the Once radio button, and define a start date. Then, either
select the End time radio button and define the end date and time, or select the Event duration
radio button and enter the duration for the data correction in days, hours, and minutes.
o
Recurring data correction. Select the Daily, Weekly, Monthly or Yearly radio button and define
how often the data correction occurs. In the Duration and Recurrence range area, set the start
date and the duration for the data correction, then, either select the End time radio button and
define the end date and time to limit the recurrences to end at a certain date, or select the No end
date radio button if you want the recurrence to be open-ended.
For examples of defining one-time and recurring data corrections, see "How to Define a Data
Correction - Examples " on the next page.
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4.
Run recalculation
For each SLA that is impacted by an SLA data correction, you must run recalculation so that SLM
implements the data adjustment. For details, see "Recalculation for SLAs" on page 388.
5.
Results
In Applications > Service Level Management > SLA Reports, access the required report. The data
that is impacted by the downtime or data correction is shown in Downtime status.
To view information on the data corrections that are relevant for the data in a report (including data
corrections that do not impact on the reported data), open a report, click the Advanced Options link, and
select the Downtime Event Description check box. After generating the report, the relevant data
corrections are displayed in the Downtime Event Descriptions area.
Example:
In the following example, a data correction was defined for May 5th for the Client_1 application in the
Springfield Finance Server SLA. After recalculating the SLA, the CI Summary report shows the
Client_1 CI and its child CIs with Downtime status for the day.
How to Define a Data Correction - Examples
The following tasks give examples of defining SLA data corrections for a one-time event and for a recurring
event.
Note: This task is part of a higher-level task. For details, see "How to Schedule Planned and Retroactive
Downtime for an SLA " on page 462.
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Example of a one-time data correction:
The VP of eBusiness looks through the previous day's SLAs Summary reports and realizes that, due to
maintenance in the Springfield office, the Web applications server had been down for three hours and all BPM
CIs from that location have failed. She needs to define a retroactive data correction and adjust the reports to
reflect the downtime.
1. She clicks New in the SLM Administration > SLA Data Corrections page to opens the SLA Data
Correction Schedule dialog box.
2. She enters a name and description for the data correction and leaves the Exclude data reported check
box selected, so that the data reported during the scheduled period is excluded from SLA calculations.
3. In the Scheduling area, she selects the Once radio button, and defines the start date and time of the
server problem, then selects the Data correction duration radio button and defines a 3 hour duration for
the data correction.
4. In the Data Correction Schedule Action area, she selects one of the SLAs that cover the Springfield
office contracts (she must create a data correction for each SLA), and then clicks CI Filter and selects
the appropriate CI.
5. After creating the data correction, she recalculates the SLA for the relevant time period.
Example of a weekly recurring data correction:
The IT Ops manager discovers that, as a result of upgrading and testing a server's graphics card for a new
map application, there was a slowdown of the server. The tests were run at 7:00 AM for one hour every other
Tuesday, over the past six weeks. All SLAs that monitor the server were affected, and so he defines a data
correction to appear in reports to explain the slowdown.
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1. He defines a new SLA data correction, and enters a name and detailed description for the downtime
(each SLA needs its own event).
2. He clears the Exclude data reported check box, so that this data correction is informational only, no
adjustment is made to the SLA calculations.
3. In the Scheduling area, he selects the Weekly radio button, and defines a frequency of every 2 weeks
on Tuesday.
4. In the Duration and Recurrence range area, he sets the start date and time for the first Tuesday testing
period, and selects a duration of one hour. He selects the End time radio button and defines the end date
and time for six weeks after the first testing.
5. In the Data Correction Schedule Action area, he selects the relevant SLA, clicks CI Filter, and
selects the server.
6. After saving the data correction, he verifies that the data correction information appears in the reports.
Note: There is no need to recalculate the SLA, since this data correction is for information only
(Exclude data reported check box was not selected).
SLA Data Corrections User Interface
This section includes:
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"CI Selection Dialog Box" on the next page
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"SLA Data Correction Schedule Dialog Box" on the next page
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"SLA Data Corrections Page" on page 470
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CI Selection Dialog Box
This dialog box enables you to select the CI that is impacted by an SLA data correction schedule for an SLA.
To access
In the "SLA Data Correction Schedule Dialog Box" below, select an SLA and click CI
Filter.
Relevant
tasks
"How to Schedule Planned and Retroactive Downtime for an SLA " on page 462
The dialog box displays the topology of CIs for the SLA selected in the SLA Data Correction Schedule dialog
box. Select the required CI.
The descendants of the selected CI are also affected by this data correction.
SLA Data Correction Schedule Dialog Box
This dialog box enables you to define data correction schedules for SLAs, so that the SLAs can be
retroactively updated to mark the relevant periods as Downtime status in Service Level Management reports.
To access
Select SLA Data Corrections tab > click New or the Edit button for a data correction.
Important
information
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Relevant
tasks
See also
When the SLA Data Correction Schedule dialog box is opened in edit mode, you cannot
change the defined options for SLA or CI Filter.
After defining or editing a data correction schedule you must recalculate the relevant
SLAs to retroactively apply the data correction to the SLAs.
You can view the data correction details in relevant reports that include the SLA or CI.
For details, see Advanced Options Dialog Box in the APM User Guide.
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"How to Schedule Planned and Retroactive Downtime for an SLA " on page 462
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"How to Define a Data Correction - Examples " on page 465
"Retroactive SLA Data Corrections" on page 462
Data Correction Schedule General Properties Area
User interface elements are described below:
UI Element (AZ)
Description
Description
Enter a description of the data correction.
This field has a maximum length depending on the character set. If you exceed the limit
a message appears.
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UI Element (AZ)
Exclude data
reported
during data
correction
Description
Select the check box if you want data reported during the data correction to be marked
as downtime and excluded from SLA calculations.
Clear the check box if you want this data correction to be for informational purposes
only, and any data reported during the data correction to be treated as usual—to be
included in SLA calculations, and not be marked with Downtime status.
This is useful, for example, if a machine is working slower than usual due to testing, and
you want a data correction to appear in reports to explain the slowdown (without making
any changes to the reported data).
Default value: The check box is selected by default.
Name
Enter a name for the data correction.
Scheduling Area
Description Enables you to schedule the time periods during which data is affected. You can define a
one-time data correction (Once) or a recurring data correction (Daily, Weekly, Monthly, or
Yearly).
Important
information
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Dates are specified according to the user's time zone.
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The specific parameters displayed in this area depend on the schedule type you select.
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The granularity for scheduling is defined by the granularity of the SLA calculation cycle.
This is 5 minutes (by default).
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI Element
(A-Z)
Description
<Schedule
type>
Select the schedule type for the data correction: Either a one-time data correction (Once) or a
recurring data correction (Daily, Weekly, Monthly, or Yearly).
Your selection determines the parameters displayed in the rest of the Scheduling area.
Data
correction
duration
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End time
For a "once" data correction, select the Data correction duration radio button if you
want to define a fixed duration for the data correction, and set the duration in days, hours,
and minutes.
For a recurring data correction, set the duration of the data correction in hours and
minutes. The maximum duration for a recurring data correction is 23 hours and 59
minutes.
Select the End time radio button if you want to define an end date for the data correction, or
to limit the data correction recurrences to end at a certain date.
Click the date link to set the required end date and time.
Default value: Current date and time.
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UI Element
(A-Z)
Description
Frequency
In the Frequency area, you define how often a recurring data correction is to occur. For
example, you can set the data correction to occur:
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For a Daily data correction—every 5th day.
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For a Weekly data correction—every 3 weeks, on Tuesday and Friday.
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For a Yearly data correction— every July 4th.
No end
date
Select the No end date radio button if you want the recurring data correction to be openended (unbound).
Start date
Click the link to set the required start date and time.
Default value: Current date and time.
Data Correction Schedule Action Area
User interface elements are described below:
UI
Element
(A-Z)
CI Filter
Description
Click the CI Filter link to open the CI Selection dialog box, where you select the CI that is
impacted by the data correction.
After selecting a CI, the CI Filter parameter displays the name of the CI.
Note: To perform a multi-selection, press Ctrl and select more than one CI.
SLA
If the data correction is for a specific CI in an SLA, select the required SLA from the list.
If the data correction affects all SLAs, select All SLAs (you must have edit permissions for all
SLAs). The data correction is then recursively applied for all CIs in each SLA.
If the data correction is for all CI appearances in all SLAs, select All SLAs and then select the
CI from the CI Filter.
Default value: All SLAs
Note:
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The SLA list includes only those SLAs for which you have edit permissions.
If you select All SLAs, and the SLAs have different time zones, then the data correction
date and time displayed in reports may not be relevant for all the SLAs.
SLA Data Corrections Page
This page lists the data corrections defined for SLAs, and enables you to create, edit, or delete data
corrections.
To access
Select Admin > Service Level Management > SLA Data Corrections.
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Relevant tasks
"How to Schedule Planned and Retroactive Downtime for an SLA " on page 462
See also
"Retroactive SLA Data Corrections" on page 462
User interface elements are described below:
UI Element
(A-Z)
Description
Edit Data Correction. Opens the SLA Data Correction Schedule dialog box enabling you to
edit data correction details.
Delete Data Correction(s). Deletes the selected data corrections.
Any reports generated from this time reflect the deletion. Service Level Management also
updates the Audit Log. For details, see "Tracking Changes With the Audit Log" on page 363.
Note: You must recalculate the relevant SLAs again after deleting the data correction, if you
want to remove the impact of the data correction on the SLA data. For details, see
"Recalculation for SLAs" on page 388.
Create New Data Correction. Opens the SLA Data Correction Schedule dialog box
enabling you to define a new data correction schedule.
End Date
The date and time when the data correction terminates.
Impact
The name of the SLA impacted by the data correction (or displays All SLAs), and the names
and type of the impacted CIs.
Name
The name defined for the data correction.
Scheduling The frequency of the data correction schedule:
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Single. This is a one-time occurring data correction.
Recurring. This is a data correction scheduled for repeated occurrence (daily, weekly,
monthly, or yearly).
Start Date
The date and time from which the data correction begins.
Type
Displays SLA.
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Chapter 23: Service and CI Offerings
As part of the process of creating an SLA, you select the offering packages to be used by the CIs in the SLA.
Offering packages define the business performance objectives for the KPIs and HIs attached to the CIs.
There are two types of offering packages:
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Service offerings. These are fine-tuned to define the performance requirements for each specific service
(represented by Business Service or Infrastructure Service CIs) included in your SLA. Service offerings
are associated with the services, setting service level expectations to meet the different business needs
of your service consumers. For example, you may offer an application-hosting service at platinum level to
your external customers, and at silver level to internal customers within the company.
CI offerings. These provide general performance requirements for all CIs that are not part of a specific
service within your SLA (non-service CIs).
Each offering package defines objectives for the KPIs. An objective contains all the target thresholds for a
KPI instance across all the time slots (the tracking periods in each calendar).
Service Level Management provides predefined offering packages (see "Predefined Offering Packages"
below); you can also define your own offering packages, which can be based on existing offering packages, or
completely custom-designed (see "How to Create or Edit a Service or CI Offering" on page 474).
Predefined Offering Packages
Service Level Management provides four service offerings and one CI offering out-of-the-box. These are
included in the list on the Admin > Service Level Management > Repositories > Service and CI
Offerings page. These offerings packages contain predefined KPI objectives, for different quality of service.
The predefined service offerings are:
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Platinum. This service offering is designed for mission-critical applications, and systems that must
function more or less continuously. Thresholds are set at high levels, for example, the threshold for
Exceeded status for the availability and performance KPIs is set at > 99%.
Gold. This service offering is designed for business-critical applications. Thresholds are set at moderately
high levels, for example, the threshold for Exceeded status for the availability and performance KPIs is set
at > 97%.
Silver. This service offering is designed for infrastructure with less demanding availability requirements,
such as test and development servers or non-mission critical websites. Thresholds are set at a moderate
levels, for example, the threshold for Exceeded status for the availability and performance KPIs is set at
> 95%.
Default. This service offering is designed to provide standard thresholds for a service. For example, the
threshold for Exceeded status for the availability and performance KPIs is set at > 98%.
There is one predefined CI offering, Default. This CI offering is designed to provide standard thresholds for a
non-service CI. For example, the threshold for Exceeded status for the availability and performance KPIs is
set at > 98%.
Each predefined offering package covers the two default calendars, 24x7 and Business Hours, and has
thresholds defined for every KPI objective for the following KPIs:
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"Application" on page 573
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"Application Availability" on page 573
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"Application Performance " on page 574
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"Application Response Time" on page 574
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"MTBF (Mean Time Between Failures)" on page 574
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"MTBSI (Mean Time Between System Incidents)" on page 574
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"MTTR (Mean Time to Repair)" on page 574
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"System Availability" on page 576
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"System Performance" on page 576
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"User Availability " on page 576
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"User Performance" on page 577
You can edit the predefined offering packages, but you cannot delete them.
Offering Packages in SLAs
On the "Offerings and Calendars Page" on page 438 of the SLA Wizard, you define the offering package to
use with each root service CI and child service CI, and with all the non-service CIs, within that SLA.
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For each service CI included in the SLA, you select the specific service offering to be used for that service
from the list of service offerings associated with that service. You define the associated service offerings
when you add the service to the Service Manager, or you can modify the list from within the SLA.
If you include one or more non-service CIs at the root level in the SLA, you select the CI offering to be used
for those CIs. You select one CI offering from the list of all available CI offerings.
Once you have selected the required offering packages, the objectives in those offering packages are applied
to the service CI or the non-service CIs, and to the topology under those CIs, within the confines of the SLA.
The objectives, together with the relevant KPI and HI assignments, determine which KPIs and HIs are
attached to the monitoring level CIs. The objectives also define the target thresholds used for the KPIs and
HIs attached to the CIs.
Note the following:
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If a CI appears more than once in the SLA, associated with more than one service, and using different
offering packages, then the KPI definitions are merged, so that all relevant indicators are attached to the
CI, regardless of the CI path. The most stringent objective threshold values from the attached offering
packages are used for the indicators.
Only the targets and tracking periods that you define to include in the current SLA (on the "Define SLA
Properties Page" on page 433 of the SLA Wizard) are actually used for each attached KPI and HI; the
values defined in the offering packages for other targets and tracking periods are ignored.
Only the calendars that you define to use for the current SLA (on the "Offerings and Calendars Page" on
page 438 of the SLA Wizard) are actually used for monitoring each CI; other calendars included in the
offering packages are ignored.
Within an SLA, you have the option to override the offering package and assignments by manually editing
the KPIs, HIs, and objectives for CIs. For details, see "Manually Changing SLA Content" on page 376.
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How to Create or Edit a Service or CI Offering
This task describes how to create and edit offering packages. You can edit the predefined offering packages,
and define your own custom offering packages.
Note: Any offering package can be edited by any user, even if the offering package is used for a CI within
an SLA. See "How to Update Offering Package Changes to SLAs" on page 480.
1.
Open the Service Offering/CI Offering dialog box
You create and edit both service and CI offerings from the Repositories > Service and CI Offerings
page. You can also create and edit service offerings only, from the New Service or Edit Service dialog
box (accessed from the Services Manager page).
In the Service and CI Offering page, you can create a new offering package in one of the following ways:
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To create a new offering package (with no predefined objective thresholds), click the New Service
Offering or New CI Offering button. The New Service Offering or New CI Offering dialog box is
opened, containing by default the Application Performance and Application Availability KPIs
(without defined thresholds), and the two predefined calendars, 24x7 and Business Hours.
To create a service offering based on an existing service offering, or a CI offering based on an existing
CI offering, select the required entry in the table and click the relevant Clone... button. The copy is
added to the table, ready for editing.
To create a service offering based on an existing CI offering, or a CI offering based on an existing
service offering, select the required entry in the table and click the relevant Copy to... button. The
copy is added to the other table, ready for editing.
For user interface details, see "Service and CI Offerings Page" on page 481.
2.
Specify offering package properties
Enter a name and description for the service offering or CI offering in the Service/CI Offering Definition
area.
For user interface details, see "New/Edit Service Offering/CI Offering Dialog Box" on page 483.
3.
Select calendars
Define the calendars to use with this offering package:
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To add or remove calendars to/from the table, click the Select Calendars
calendars for the offering package from the list of available calendars.
button and select the
To create a new calendar to use with the offering package, click the New Calendar button to open the
New Calendar Wizard. For details on creating the calendar, see "How to Customize Calendar Default
Settings" on page 530.
After creating the calendar, it is added to the Calendar and Tracking Periods table, and available to
use with other offering packages.
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Example:
For an offering package, the 24x7 calendar and user-defined New hours calendar are required,
but the default Business Hours calendar is not. The changes are made in the Select Calendars
dialog box:
The selected calendars are displayed in the Calendar and Tracking Periods table:
4.
Select time slots
In the Calendar and Tracking Periods table, select the required time slots for an objective, and then
define the thresholds for a KPI to apply during these time slots.
Select the time slots by clicking on the required cells, or by clicking a calendar name, or by using the
Select All button.
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Example:
The administrator wants to define a set of KPI thresholds for all tracking periods in the New hours
calendar, and for the Week and Quarter tracking periods in the 24x7 calendar. He selects all the
appropriate time slots in the table (and can then define the thresholds for those time slots).
5.
Set objectives
In the Objectives Definition For table, you add or remove KPIs, and define the thresholds used for the
KPIs. The offering packages can include any of the SLM KPIs.
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To add a KPI, click the Add KPI to Offering button and select the KPI you want to include. Only the
KPIs that are not already included in the offering package are listed. Either define the target
thresholds, or leave them all as 0. Any values you define in the Add KPI to Offering dialog box are
applied for all time slots for that KPI (you can later modify the values for specific time slots).
To modify the target thresholds for a KPI, select the required time slots, then select the KPI and click
the Edit button. Define the required operator and thresholds in the Edit KPI dialog box.
Note the following when defining objectives:
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There is some validation of logical order with the selected operator for the entered values.
It is not mandatory to define a value for every KPI target. You can leave a target empty by clearing the
value for that target in the Edit KPI dialog box.
If a KPI does not have target values defined during a particular time slot, then the SLM reports show
that KPI with the numerical value for the time slot, but with status No Data (blue).
If there is at least one target value defined for a KPI during a particular time slot, but not all targets
have values, then in SLM reports that include that KPI instance for a CI, only the defined targets are
displayed for that time slot.
For example, if for a particular time slot and KPI there is a value defined for Exceeded, and all other
targets are left undefined, then for that time slot in the reports the KPI only has two possible statuses,
Exceeded or Failed.
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When more than one time slot is selected, and there are different threshold values or operators
defined for a KPI across the selected time slots, then each affected cell in the table and in the Edit
KPI dialog box displays [Mixed Values].
Example: The administrator adds a new KPI, Software Availability, to the predefined Platinum
service offering, and defines thresholds for the targets:
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The new KPI is added to the list of KPIs in the table, with the threshold values defined for all time
slots:
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The Administrator wants different threshold values for the KPI during the 24x7 calendar time
slots, so he selects those time slots in the Calendars and Tracking Periods table and opens the
Edit KPI dialog box for the Software Availability KPI:
In the Edit KPI dialog box, he defines the required thresholds:
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In the Edit Service Offering dialog box, when the Administrator selects multiple time slots, certain
cells for the Software Availability KPI display Mixed Values.
6.
Results
The service offering or CI offering is added to the appropriate table on the Service and CI Offerings page,
and is available for:
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Associating with service CIs (service offering only), see "How to Define a Service for an SLA – UseCase Scenario" on page 452).
Using within SLAs, see "How to Define an SLA in the SLA Wizard - Use-Case Scenario" on page
392.
How to Update Offering Package Changes to SLAs
You may need to make changes to both custom and predefined offering packages as a result of changes
made elsewhere in Service Level Management, and you may need to make these changes after the offering
package is used in an SLA. For example:
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If you add new calendars to Service Level Management, you must edit the relevant offering packages to
include the calendars.
If you add new KPIs in the repositories and you want the KPIs to be assigned to CIs, you must add the
new KPIs to both the relevant KPI assignment (see "How to Define a KPI or HI Assignment" on page 496),
and to the relevant offering packages.
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If you want to remove a KPI from CIs in an SLA, you can remove the KPI from the relevant offering
packages.
You may want to change the threshold values used for a KPI by changing the values in the offering
packages.
Changes you make to the offering packages are not automatically updated to the SLAs where the offering
packages are used. Use the following processes to update the changes.
To add a new calendar to an SLA:
If you added a new calendar to offering packages, you can include the calendar in the relevant SLAs as
follows:
1. Open the SLA in edit mode. (See "New SLA/Edit SLA Wizard" on page 433.)
2. Navigate to the "Offerings and Calendars Page" on page 438.
3. Select the calendar check box in the SLA Calendars list (the calendar is listed only if it is included in all
offering packages used by the SLA).
4. Click OK to save the changes. The objectives of all indicators of all CIs are updated as a result of adding
the calendar.
5. Run recalculation for the SLA if you want the change to impact the historical data. See "Define
Recalculation Task Dialog Box" on page 428.
To update other offering package changes to an SLA:
1. Open the SLA in edit mode. (See "New SLA/Edit SLA Wizard" on page 433.)
2. Navigate to the "Offerings and Calendars Page" on page 438.
3. Select the row for the CI that is using the changed offering package.
4. Click the Hard-sync
button.
5. Click OK to save the changes. The hard-sync affects all CIs associated with the service. KPIs, HIs, and
objective values for the selected CI and its CI topology (within this SLA) are all reassigned, according to
the values defined in the offering package and assignments.
6. Run recalculation for the SLA if you want the change to impact the historical data. See "Define
Recalculation Task Dialog Box" on page 428.
Service and CI Offerings User Interface
This section includes:
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"Service and CI Offerings Page" below
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"Add KPI to Offering/Edit KPI Dialog Box " on page 483
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"New/Edit Service Offering/CI Offering Dialog Box" on page 483
Service and CI Offerings Page
This page enables you to manage the offering packages used within SLAs: the service offering packages
used for service CIs, and the CI offering packages used for non-service CIs.
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To access
Select Admin > Service Level Management > Repositories > Service and CI
Offerings.
Important
Service Level Management comes with four predefined service offerings: Default, Gold,
information Platinum, Silver; and with one predefined CI offering: Default. You cannot delete these
predefined offering packages.
Relevant
tasks
"How to Create or Edit a Service or CI Offering" on page 474
See also
"Service and CI Offerings" on page 472
The following table describes the toolbar buttons and tables in both the Service Offerings and CI Offerings
areas:
UI Element
Description
New Service Offering/New CI Offering. Opens the New Service Offering dialog box/New
CI Offering dialog box, where you define a new offering package.
Edit Service Offering/Edit CI Offering. Opens the Edit <Name> Service Offering dialog
box/New <Name> CI Offering dialog box, where you can modify the offering package
details.
Clone Service Offering/Clone CI Offering. Adds a copy of the selected service
offering/CI offering to the table with the name "Copy of <name>". You can then edit the copy
as required and rename it.
Copy to CI Offerings. Adds a copy of the selected service offering to the CI Offerings table
with the name "Copy of <name>". You can then edit the copy as required for the CI offering,
and rename it.
Copy to Service Offerings. Adds a copy of the selected CI offering to the Service
Offerings table with the name "Copy of <name>". You can then edit the copy as required for
the service offering, and rename it.
Delete Service Offering/Delete CI Offering. Deletes the selected service offerings/CI
offerings.
Note: You cannot delete the predefined service offerings or CI offering, or service offerings
or CI offerings that are in use within an SLA.
Refresh. Updates the table with changes made by other users (including changes made to
service offerings or CI offerings while working in the Services Manager page).
Description Hold the cursor over the description to view the complete text in a tooltip.
Name
The name defined for the offering package. Displays Copy of <Name> for cloned offering
packages (whether they were copied from the Service Offerings table or the CI Offerings
table).
Tip: You can rename the predefined offering packages, if required.
Type
Identifies whether the offering package is one supplied with Service Level Management
(Predefined), or user-defined (Custom).
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Add KPI to Offering/Edit KPI Dialog Box
This dialog box enables you to define the objective thresholds to use with a KPI in an offering package. The
objective thresholds are set for defined time periods within a calendar (time slots). You can also define
additional KPIs to use in the offering package.
To access
On the Service and CI Offerings page, open the New/Edit Service Offering/CI Offering
dialog box > click the Add KPI to Offering button or the Edit KPI button.
Important
When adding a new KPI to an offering package, the objective thresholds that you define in
information the Add KPI to Offering dialog box are set for all time slots, regardless of the time slots
selected when you opened the New KPI dialog box. After adding the new KPI, you should
edit the threshold values for each time slot, as required.
When you open the KPI in edit mode, the changes you make in the Edit KPI dialog box are
applied only for the selected time slots.
Relevant
tasks
"How to Create or Edit a Service or CI Offering" on page 474
See also
"Offering Packages in SLAs" on page 473
User interface elements are described below:
UI Element (AZ)
Description
Exceeded, Met,
Minor
Breached,
Breached
The KPI objectives for which you set thresholds. Enter the required threshold value for
each objective. If you do not want to define a value for an objective, clear the value in
the objective box (even if the value is 0.0).
Failed
The value for this KPI objective is always Otherwise. This means that every value with
actual data that falls beyond the Breached threshold is given Failed status.
Name
The KPI name. When defining a new KPI to be added to the KPIs table for the offering
package, select from the dropdown list.
Operator
The measurement operator to be used with the objective thresholds for the KPI. Select
from:
Units
The threshold values must be logically. Some automatic validation is performed.
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< Less than
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<= Less than or equal to
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> Greater than
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>= Greater than or equal to
The units of measurement used for the KPI value, for example, $ or %. The units are
taken from the KPI definition, and the field is non-editable in this dialog box.
New/Edit Service Offering/CI Offering Dialog Box
The information below describes the content of the following dialog boxes:
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New Service Offering
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New CI Offering
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Edit Service Offering - <name>
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Edit CI Offering - <name>
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<Name> Service Offering Properties
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<Name> CI Offering Properties
These dialog boxes enable you to create, edit, or review offering packages to be used with Service CIs (for
business services or infrastructure services) and with non-service CIs.
Each offering package defines the required objectives for the KPIs associated with the CIs.
To access
Use one of the following:
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Important
information
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Relevant
tasks
See also
Select Repositories > Service and CI Offerings, then click one of the New Service
Offering/Edit Service Offering or New CI Offering/Edit CI Offering buttons.
(For service offerings only) In Services Manager, open the New Service/Edit Service
dialog box. In the Service Offerings area, click one of the New Service Offering or
EditService Offering buttons.
In the SLA Wizard > Offerings and Calendars page > Edit Service/CI Offering
Selection dialog box, click the Offering Properties button, to open the <name>
Service/CI Offering Properties dialog box. This dialog box is in read-only mode.
Changes made to an offering package are not automatically updated to SLAs. See "How
to Update Offering Package Changes to SLAs" on page 480.
When the properties dialog for the service offering or CI offering is opened from the SLA
Wizard, it is for viewing purposes only, you cannot make any changes.
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"How to Create or Edit a Service or CI Offering" on page 474
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"How to Update Offering Package Changes to SLAs" on page 480
"Service and CI Offerings" on page 472
Service Offering/CI Offering Definition Area
These fields have maximum lengths depending on the character set. If you exceed the limit a message
appears.
User interface elements are described below:
UI Element (A-Z)
Description
Description
Description of the offering package.
Name
Name given to the offering package.
Objectives Definition Area
This area enables you to select time slots in the Calendar and Tracking Periods table, in order to then
define KPI objectives for the selected time slots in the Objectives Definition For: table. A time slot is a
specific tracking period within a specific calendar.
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Calendar and Tracking Periods Table
User interface elements are described below (unlabeled elements are shown in angle brackets):
UI
Element
(A-Z)
Description
New Calendar. Opens the New Calendar Wizard, where you define a new calendar to use
with the offering package. The new calendar is added to the table, and to the list of available
calendars for SLM.
For details, see "New Calendar/Edit Calendar Wizard" on page 534.
Select Calendars. Opens the Select Calendars dialog box, where you select which calendars
to use with this offering package from the available calendars.
Select All. Selects all time slots in all calendars.
Clear Selection. Clears all selected time slots in all calendars.
<Time
slot>
Each individual tracking period cell within each calendar is a time slot.
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Click a time slot to select it; click it again to clear the selection.
Click a calendar name to select all time slots for that calendar. Click it again to clear the
selections.
Click the Select All button to select all time slots in the table. Click the Clear Selection
button to clear all selected time slots.
You can see a list of the currently selected time slots in the Objectives Definition For:
table header.
<Tracking All tracking periods that are available for SLAs, such as Hour, Day, and so forth.
period>
Name
Lists the calendars that are used for this offering package. To change the calendar selection,
use the Select Calendars button.
Click a calendar name to select all time slots for the calendar.
Default values: 24x7, Business Hours.
Objectives Definition For <Selected Time Slots> Table
The table displays the objective thresholds for each KPI, as defined for the currently selected time slot(s). The
table is disabled until one or more time slots are selected in the Calendar and Tracking Periods table.
Tip: Click a table column to sort by that column.
User interface elements are described below (unlabeled elements are shown in angle brackets):
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UI Element (A-Z)
Description
Add KPI to Offering. Opens the Add KPI to Offering dialog box, where you select
a KPI to add to the KPIs list for this offering package, and define thresholds. For
details, see "Add KPI to Offering/Edit KPI Dialog Box " on page 483.
Edit KPI. Opens the Edit KPI dialog box, where you can modify thresholds for the
KPI currently selected in the table. For details, see "Add KPI to Offering/Edit KPI
Dialog Box " on page 483.
The button is enabled when only one KPI is selected.
Delete KPI. Deletes all selected KPIs.
Select All. Selects all KPIs.
Clear Selection. Clears all selections in the table.
Exceeded/Met/
Minor
Breached/Breached/
Failed
The KPI targets for which you are setting thresholds.
When more than one time slot is selected, and there are different threshold values
defined for the KPI across the selected time slots, then the cell displays {Mixed
values}. Select each time slot individually to see the values for that time slot.
Note: The Failed target always displays Otherwise, meaning that every value
with actual data that falls beyond the Breached threshold is given Failed status.
Name
Lists the KPIs that are used for this offering package.
Default value: When defining a new offering package, Application Performance
and Application Availability KPIs are included in the table by default (but can be
removed).
Operator
The measurement operator to be used with the objective thresholds for the KPI, for
example, >, <, >=, <= .
Units
The units of measurement used for the KPI value, for example, $ or %. The units
are taken from the KPI definition.
Troubleshooting and Limitations
This section describes troubleshooting and limitations for service and CI offerings.
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The objective thresholds entered in the Service Offering Definition/CI Offering Definition dialog box must
be logical for the operator, and ordered logically. (Service Level Management performs some validation for
the entered values.)
After making changes to a offering package that is in use with an SLA, and running the hard-sync option in
the SLA, you must run a recalculation task if you want the changes to be reflected in the previously
aggregated data for the reports. For details, see "Define Recalculation Task Dialog Box" on page 428.
If you do not have the default Service Offerings (Platinum, Gold, and so on), or receive an error message
on the Offerings screen which says “General Error Occurred”, you may need to redeploy the SLM package.
Perform the following steps:
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1. Access Platform Administration > Infrastructure Settings, select RTSM Foundation, and change
the value of Object Root to object (instead of managed_object).
2. Renew your APM session (log out and log in).
3. Access RTSM Administration > CI Type Manager > Configuration > offering_level, and see if the
offering level CITs exist.
4. If they do not exist, access RTSM Administration > Package Manager, and redeploy the
ServiceCatalog package.
Note: This procedure is also relevant for missing Calendars.
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Propagation
When you create a new SLA and assign CIs to the SLA, or when the topology of an SLA is changed, the KPI
and HI assignment mechanism is automatically triggered. This mechanism assigns the appropriate KPIs and
HIs to each CI, based on its CI type (CIT).
When a KPI is assigned to a CI, or when a CI is attached to another CI, the propagation mechanism
propagates the appropriate KPIs to the parent CIs. By default, when a KPI is assigned to a CI the KPI is
automatically propagated to the CI's parents. Propagation rules enable you to define exceptions to the default
KPI propagation, and to propagate other KPIs, the same KPI using a different rule, or no KPIs.
For details about the assignment mechanism, see "Understanding Assignments" on the next page. For details
about the propagation mechanism, see "Propagation Rules" on page 491.
Note: To access the Assignments tab in Service Level Management administration, you must have user
permissions of Admin or higher.
Assignments in Service Level Management
In Service Level Management, an assignment defines which indicators can be assigned to a CI, and not
which indicators are assigned to the CI (as in Service Health). The assignment definitions determine which
KPIs and HIs can be assigned to the CIs in the SLA, while the offerings determine which KPIs and HIs are in
fact assigned to each CI.
When you make changes to an assignment, these changes do not affect existing SLAs. If you add a CI to an
SLA, the new settings are implemented on the CI. If you want to update settings on an existing SLA, perform
manual synchronization in the SLA Wizard.
Tip: In SLM (unlike Service Health), KPIs are assigned to CIs as the intersection between KPI
assignments and offering level. If a KPI is not part of the default offering levels, you must add if to the
offering level you are using in your SLA if you want to add the KPI to an assignment.
HIs in Service Level Management Assignments
In Service Level Management, if an HI is assigned to a CI, but the offering does not assign it to the CI, or if
this HI does not contribute to any KPI, the HI will not appear in the SLA. In contrast, in Service Health HIs can
be assigned to a CI even if it does not contribute to any KPI.
In Service Level Management, only HIs that are defined in assignments, or manually added to a CI, can be
created on a CI.
KPIs in Service Level Management Assignments
If a KPI is defined in an assignment as calculated based on HIs, and it has a list of related HIs defined for it in
the assignment, it will only be assigned if the related HIs are also assigned.
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If a KPI is not defined as based on HIs, or if it does not have a list of related HIs defined in the assignment, it
will always be assigned.
Outage KPI Assignments in SiteScope
If you have System Availability KPIs on your monitored infrastructure elements, and you want to also have
Outage KPIs assigned, start one of the KPI assignments that use the System Availability KPI to calculate
outages. These assignments are on the Infrastructure Element CIT, and are called Outage Assignment for
SiteScope Infrastructure Element.
Note: If you activate a KPI assignment to calculate outages based on System Availability you must also
create a corresponding propagation rule, since the default group rule is Outage Based on Business
Availability. You can also change the rule manually, in the Configure SLA Indicators page of the SLA
Wizard.
Understanding Assignments
Assignments are mechanisms that are activated under certain conditions to incorporate specific data into
Service Level Management. An assignment includes a condition and a task, as follows:
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Condition. This describes a CI, or sets conditions on the attributes of a CI.
Task. This describes the KPIs, HIs, and business rules that are assigned to the CIs when the condition
occurs, and a CI is added to an SLA, or an SLA is modified.
For details on creating assignments, see "How to Define a KPI or HI Assignment" on page 496.
Assignment Mechanism
The assignment mechanism is automatically activated when you add CIs to an SLA, remove CIs from an
SLA, or modify links between a CI and its parent CIs in an SLA.
The assignment mechanism performs the following actions:
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Attaches the relevant KPIs or HIs to the CI.
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Assigns business rules for the KPIs or HIs.
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Assigns selectors for HIs (and for the Outages KPI).
The assignment uses the thresholds defined in the service offering levels attached to the Service CIs. For
details, see "Service and CI Offerings" on page 472.
The assignment mechanism is an APM service named KPI_ENRICHMENT. The service completes the
missed assignments as soon as APM is restarted, after it has been stopped. The assignment mechanism is
deployed on the Data Processing server.
Inheriting and Overriding Assignments
Assignments on higher level CITs are inherited by their descendant CITs. When an assignment is inherited,
the name of the source CIT appears in parentheses after the assignment name on the child CIT.
An inherited assignment cannot be deleted on a child CIT. If you override an inherited assignment, you can
delete the overriding assignment on the child CIT. If you delete an assignment on a parent CIT, it is deleted on
its descendant CITs as well.
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When you edit an inherited assignment, the edited assignment appears in bold text in the assignments table.
You can a restore an overriding assignment to its original inherited definitions.
Inherited assignments are not displayed if they are invalid, because these assignments are not relevant for the
child CIT. An invalid assignment is only shown on the CIT where it can be fixed. Once it is no longer invalid, it
appears on the descendant CITs.
Assignment Types
There are three types of KPI and HI assignments:
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Predefined. Out-of-the-box assignments that have not been modified. These assignments can be edited
but not deleted. If you edit a predefined assignment, it is labeled Predefined (Customized).
Predefined (Customized). Out-of-the-box assignments that have been edited. These assignments
cannot be deleted, but you can restore them to their default settings.
Custom. New assignments that you have created.
SiteScope Dynamic HI Assignment
Service Level Management contains a default assignment named SiteScope Dynamic Health Indicator
Assignment, which assigns HIs to the CIs monitored by SiteScope. This assignment dynamically assigns
HIs to these CIs based on the metrics you have chosen to monitor within SiteScope. If you change the
definitions of what is monitored on a CI within SiteScope, the assignment engine will determine the HIs
dynamically in run time.
You cannot perform the following:
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Create another dynamic assignment.
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Delete this assignment.
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Add HIs to this dynamic assignment, or remove HIs from the assignment.
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Modify the condition or selector defined for an HI in this assignment.
You can make the following changes within the dynamic assignment:
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Change the HI calculation rule. Note that the new rule is used to calculate all of the HIs assigned via this
assignment.
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Change the rule parameters and rule thresholds (where relevant).
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Stop the assignment if necessary.
Validation
The validation mechanism checks that each assignment rule is valid. A tooltip on the CIT tree shows the
number of valid and invalid assignments for each CIT.
The CIT toolbar contains a filter to enable you to focus attention on invalid assignments; when you select
Invalid Assignments Only, the CIT tree expands all the CIT nodes that have invalid assignments.
If there is a problem with an assignment (for example, if an invalid business rule is defined, if an assignment is
not unique, or if a referenced property does not exist for the CIT in the RTSM), you can open the assignment
for editing. The dialog box that appears contains details regarding which area in the assignment definition is
problematic, and should be fixed.
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Propagation Rules
By default, when a KPI is assigned to a CI the KPI is automatically propagated to the CI's parents. The
business rule used to calculate the propagated KPI on the CI's parents is the default group rule defined in the
KPI repository. KPIs are propagated from child CIs to parent CIs; HIs are not propagated to parent CIs.
Propagation rules enable you to define exceptions to the default KPI propagation. Using propagation rules you
can specify that when a KPI is assigned to a CI one of the following occurs:
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No KPI is propagated to the CI's parent CI.
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The same KPI is propagated to the parent CI, but with a business rule that is not the default group rule.
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One or more different KPIs are propagated to the CI's parent CI.
Each propagation rule is defined per CI type, and includes a condition and a task, as follows:
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Condition. The condition describes the CIT of the child CI, the CIT of the parent CI, and the KPI assigned
to the child CI. When these conditions are met, the task is then applied.
Task. The task describes which KPIs and business rules are propagated to the parent CI.
You can define and view propagation rules using the Propagation Rules tab, which is part of the Service Level
Management Administration Assignments tab. For user interface details, see "Assignments Tab" on page
500.
Note: If a parent CI is already assigned a specific KPI, and the propagation is defined as propagating the
same KPI from the child CI, the KPI is not propagated from the child CI.
Some limitations apply when the same KPIs are propagated to the parent CI from multiple child CIs. For
details, see "Propagation Limitations" on page 495.
Default Propagation
By default, KPIs are propagated as follows:
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Each KPI attached to any child CI of any parent CI is automatically propagated to the parent CI.
The KPI is assigned the KPI's default group business rule as defined in the KPI definition in the KPI
repository. For details, see Default Group Rule in "New KPI/Edit KPI Dialog Box" on page 578.
The default propagation is not visible in the user interface. You cannot modify it.
The thresholds used by the KPIs are not defined in the propagation task; they are defined in the service or
CI offering attached to the Service CIs. For details, see "Service and CI Offerings" on page 472.
Note: Propagation rules respond to changes within the KPI and rule repositories. For example, if you
have defined a propagation rule using a particular KPI, and this KPI is removed from the repository, the
propagation rule becomes invalid.
When is the Propagation Mechanism Activated
The propagation mechanism is triggered when:
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You create an SLA, and you complete the wizard flow. For details, see "New SLA/Edit SLA Wizard" on
page 433.
The topology of an SLA changes, either by adding or removing a CI or a link.
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You edit an SLA, and you delete a KPI, or add a new KPI. For details, see "Add KPI for CI/Edit KPI for CI
Dialog Box" on page 419.
Inheriting Propagation Rules
Propagation rules on higher level CITs are inherited by their descendant CITs. When a propagation rule is
inherited, the name of the source CIT appears in parentheses after the propagation rule name on the child CIT.
An inherited propagation rule cannot be deleted on a child CIT. If you delete a propagation rule on a parent CIT,
it is deleted on its descendant CITs as well.
If there are two rules on a CIT; one inherited from a parent CIT, and one assigned to the CIT itself, then the
one assigned to the CIT itself will be applied.
Recommended Procedure
You create a set of propagations for a topology, meaning that for each level of parent CI in the hierarchy, you
must create a set of propagations. A lot of the propagations are repetitive so the correct procedure is to:
1. Create a set of general propagations of Type 1 for a specific parent CI.
2. Create a set of more specific propagations of Type 2 for a specific KPI and a specific parent CI.
3. Create a set of more specific propagations of Type 3 for a specific KPI, a specific child CI, and a specific
parent CI.
4. Create a set of non-propagations of Type 4 for a specific KPI, a specific child CI, and a specific parent
CI.
The propagations are then sorted and applied to each parent CI. For details, see "How Propagation Rules are
Implemented" below.
How Propagation Rules are Implemented
The matcher of the propagation mechanism considers all the propagation definitions and sorts them before
applying them. All the customized propagations that you define are added to a list of existing propagations that
is already sorted.
This section also includes the following topics:
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"Propagation Logic" below
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"De-propagation" on page 494
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"Propagation Limitations" on page 495
Propagation Logic
A propagation is defined per triplet (parent CI type, child CI type, and KPI attached to the child CI type). The
matcher sorts the complete list of propagations according to the algorithm described below.
1. Parent sorting:
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A comparison triplet parent CI that is equal to the propagation parent CI (the number of hierarchy levels
is 0 in the model hierarchy) is better than a comparison triplet parent CI that is derived – with a larger
number of hierarchy levels – from the propagation parent CI.
A comparison triplet parent CI that is derived, in the class model, from the propagation parent CI with a
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smaller number of hierarchy levels is better than a comparison triplet parent CI that is derived from the
propagation parent CI, with a larger number of hierarchy levels.
2. Child sorting:
The mechanism performs the same type of sorting as the parent CI sorting on the child CI.
3. KPI sorting:
The sorting is performed on the KPI where the KPI corresponding to the triplet KPI is better than Any
KPI.
For each KPI that is propagated from a child CI type to a parent CI type (comparison triplet), the matcher
scans the list of sorted propagations to find the propagation that most closely matches the triplet. A
propagation is considered a match when:
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The parent CI type and the child CI type in the propagation correspond exactly to the comparison triplet
parent CI or child CI, OR the child CI class in the comparison triplet is derived (in the class model
hierarchy) from the child CI type in the propagation and the same for the parent CI type.
AND
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The propagation KPI has the same ID number as the comparison triplet KPI OR the propagation
condition specifies Any KPI.
The first propagation in the sorted list is used.
Example:
The predefined and customized propagations defined are as follows:
Propagation
Condition
Parent Child
No CI
CI
KPI
How does the propagation match the triplet (parent CI=B, child
CI=A, and KPI=K)?
1
Node
Node
All
The propagation includes the triplet.
2
J
Node
All
The propagation does not include the triplet.
3
D
C
All
CI B is derived from CI E, CI D and CI A is derived from CI C in the class
model, and the propagation is for all KPIs, so the propagation includes
the triplet.
4
E
Node
K
CI B is derived from CI E and CI A is included in Node in the class model,
and the propagation is for the K KPI, so the propagation includes the
triplet.
5
E
C
All
CI B is derived from CI E and CI A is derived from CI C in the class
model, and the propagation is for all KPIs, so the propagation includes
the triplet.
6
E
C
K
CI B is derived from CI E and CI A is derived from CI C in the class
model, and the propagation is for the K KPI, so the propagation includes
the triplet.
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The class model is provided in the picture below.
The result of the sorting procedure is as follows:
1. Propagation 6 is at the top of the list as its parent CI type is E (most specific), child CI type C (most
specific) and KPI type is K (explicit type).
2. Propagation 5 comes after propagation 6 as its only difference with 6 is its generic KPI type.
3. Propagation 4 comes after as its child CI type (Node) is more generic than propagation 5's child CI
type (C).
4. Propagations 3, 2, and 1 are listed afterwards (in this order), as their parent type is less specific
(higher in the hierarchy) than type E.
5. Propagation 1 goes to the bottom of the list as it is the most generic propagation.
When the propagation mechanism tries to find the closest matching propagation definition to the
triplet (parent=CI B, child=CI A and KPI=KPI K) propagation 6 is at the top of the list and is therefore
selected.
De-propagation
When you delete a KPI attached to a child CI in the Define KPIs page of the SLAs wizard, or remove a link,
the de-propagation mechanism is activated for this KPI.
The de-propagation mechanism performs the following steps:
1. Searches all the available propagations, for the single propagation that corresponds to the deleted KPI,
the child CI it is attached to and the parent CI in the view, using the matcher of the propagation
mechanism. The selected propagation rule includes the set of potential KPIs that are propagated by the
deleted KPI from the child CI to the parent CI.
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2. Retains from the potential KPIs only the KPIs that are currently attached to the parent CI.
3. For each KPI (other than the deleted KPI) attached to the child CI or any child CI of the parent CI
(siblings) the de-propagation mechanism searches for the propagations that propagate the potential KPIs
(from step 2) from the child CIs to the parent CI. KPIs that are propagated by those propagations and
correspond to the potential KPIs are removed from the list of potential KPIs.
4. The remaining KPIs are deleted from the parent CI.
5. The de-propagation mechanism is then applied to the next level of the view topology for each remaining
potential KPI.
Propagation Limitations
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If you propagate the same KPI A from different child CIs (CI1 and CI2) with a different propagation, the
propagation that affects the parent CI (CI4) regarding KPI A can be either one of the propagations (from
CI1 or CI2). Because of this uncertainty, it is recommended to avoid specifying different propagations that
propagate the same KPI with different rules and/or thresholds.
According to the previous limitation, if you propagate the same KPI A from different child CIs (CI1, CI2, or
CI3), the propagation that affects the parent CI (CI4) regarding KPI A can be either one of the
propagations.
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Note: Propagation rules have no retroactive effects; if you make any changes to propagation rules, the
changes only affect from that point on.
How to Define a KPI or HI Assignment
The following section describes how to configure KPI or HI assignments.
Note: For an example showing how to use this task, see "How to Modify a KPI Assignment – Use-Case
Scenario" on page 172.
1.
Create an assignment or open an assignment for editing
To create a new assignment or open an existing assignment for editing, select Admin > Service Level
Management > Assignments. Depending on the type of assignment you are defining, select the KPI
Assignments or Health Indicator Assignments tab. For user interface details, see "Assignments Tab"
on page 500.
Assignments are defined according to CI type (CIT). Select a CIT in the CI Types pane, and perform one
of the following actions in the Assignments for CI type pane:
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2.
To create a new assignment on the CIT, click the Add button.
To clone an existing assignment on the CIT, select an assignment and click the Duplicate button.
The original assignment is still available, and the new cloned assignment opens automatically for
editing.
To edit an existing assignment on the CIT, select an assignment and click the Edit button.
Configure the assignment condition and task
An assignment definition includes a condition and a task. The condition describes specific
characteristics of a CI. The task describes the KPIs or HIs that are to be assigned automatically to the
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CI when the condition occurs.
For KPI assignment user interface details, see "Add/Edit KPI Assignments for CI Type Dialog Box" on
page 509. For HI assignment user interface details, see "Add/Edit Health Indicator Assignments for CI
Type Dialog Box" on page 516.
a. In the Assignment Settings area, define general assignment information.
b. (Optional) In the Condition area, specify the application which is monitoring the CI; this is the value
of the CI's Monitored By attribute within the RTSM.
Note: To add a value to the Monitored By list, select Admin > Platform > Setup and
Maintenance > Infrastructure Settings > Foundations> Sources Configuration, and edit
the entry Possible Values for Monitored By.
c. (Optional) To add additional conditions based on CI properties, click the Add button in the Condition
area, and define one or more property conditions. All of the property conditions must be true for the
condition to be met. To edit property conditions, click the field that you want to modify, and edit its
contents.
d. In the KPI Configurations area (for KPI assignments) or the Health Indicator Configurations
area (for HI assignments), define the following:
3.
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For KPI assignments, define the KPIs that you want assigned to the CIs when the condition is
met. For each KPI, specify its business rule and which HIs it uses in its calculation. Note that if a
KPI is based on HIs, and the CI has none of the specified HIs assigned, the KPI will not be
assigned to the CI. For user interface details, see "Add/Edit KPI to Assignment Dialog Box" on
page 513.
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For HI assignments, define the HIs that you want assigned to the CIs when the condition is met.
For each HI, specify its priority, business rule, and the selector that defines which data samples
are relevant for the HI. For user interface details, see "Add/Edit Health Indicator to Assignment
Dialog Box" on page 518.
Override an inherited assignment
When an assignment is inherited from a parent CIT, the name of the source CIT appears in parentheses
after the assignment name on the child CIT. When overriding an inherited assignment, note the following:
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When you override an inherited assignment, the edited assignment appears in bold text in the
assignments table. To restore an overriding assignment to its original inherited definitions, select the
assignment and click the Restore button.
The condition of an inherited assignment cannot be edited. To edit the condition, clone the inherited
assignment, edit the clone, and delete the original inherited assignment.
An inherited assignment cannot be deleted on a child CIT. If you override an inherited assignment,
you can delete the overriding assignment on the child CIT. If you delete an assignment on a parent
CIT, it is deleted on its descendant CITs as well.
Note: When you stop a default assignment and then restart it, the assignment type changes from
Predefined to Predefined (Customized). To restore the original Predefined type, click Restore
to Default.
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How to Create KPI Assignments on End User
Subgroups
To enhance performance, no KPIs are assigned by default to the End User Subgroup CIT. Although there are
HI and KPI assignments for this CIT, they are stopped out-of-the-box. The following section describes how to
activate assignments on this CIT, if you want your SLA to include KPIs on end user subgroups.
1.
Start the KPI assignment
To start the KPI assignment on the End User Subgroup CIT, select Admin > Service Level
Management > Assignments > KPI Assignments. From the CI Types tree in the left pane, drill down
to Business Element > End User Group > End User Subgroup.
From the list of assignments in the right pane, select End User Subgroup KPI Assignments
monitored by Real User Monitor, and click the Start button.
For user interface details, see "Add/Edit KPI Assignments for CI Type Dialog Box" on page 509.
2.
Start the HI assignment
Select the Assignments > Health Indicator Assignments tab. In the CI Types tree in the left pane,
select End User Subgroup.
From the list of assignments in the right pane, select End User Subgroup Assignments monitored by
Real User Monitor, and click the Start button.
3.
Synchronize existing SLAs
If you created an SLA before starting the End User Subgroup assignments, open the SLA Wizard and
perform a hard-sync of the SLA's Service/Non-Service CIs with related Offering.
4.
Edit HIs on end user subgroup CIs, when creating an SLA
In each SLA where you want KPIs to be calculated on end user subgroups, edit the HIs used in the KPI
calculation to filter according to application.
Open each HI for editing, and add a selector expression so that the HI is filtered by the application which
contains the end user subgroup.
a. To filter HIs by application, you must first have the application ID. Open Applications > Service
Health > 360 View. Locate the application which contains the end user subgroup for which you want
KPIs assigned. Select the Show > Properties menu command on the application CI. Copy the
value of the CMDB ID property.
b. Within Admin > Service Level Management, open an SLA for editing using the SLA Wizard.
Within the Configure SLA Indicators page, select an end user subgroup CI.
c. In the CI Data pane, select the Health Indicators tab and open an HI for editing.
d. In the Selector area, add a selector expression, as follows:
o
Field Name. Type application_id.
o
Operator. To define one application ID, select the equals sign (=). To define more than one
application ID, select is contained in.
o
Type. Select Binary.
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o
Value. Enter the application ID. If you are entering more than one application ID, enter each of the
IDs separated by a comma.
How to Define a KPI Propagation Rule
The following section describes how to configure a KPI propagation rule.
1.
Create a propagation rule or open a propagation rule for editing
To create a new propagation rule or open an existing propagation rule for editing, select Admin >
Service Level Management > Assignments > Propagation Rules.
Propagation rules are defined according to CI type (CIT). Select a CIT in the CI Types pane to show its
defined assignments and propagations. Perform one of the following actions in the Assignments for CI
type pane:
l
l
l
To create a new propagation rule on the CIT, click the Add button.
To clone an existing propagation rule on the CIT, select a propagation rule and click the Duplicate
button. The original propagation rule is still available, and the new propagation rule opens
automatically for editing.
To edit an existing propagation rule on the CIT, select a propagation rule and click the Edit button.
For user interface details, see "Assignments Tab" on the next page.
2.
Configure the propagation rule's condition and task
A propagation rule definition includes a condition and a task. The condition describes specific
characteristics of a CI: its CIT, the CIT of its parent CI, and the KPI assigned to the CI. The task
describes the KPIs and business rules that are propagated to the parent CI when the condition occurs.
For user interface details, see "Add/Edit Propagation Rule for CI Type Dialog Box" on page 522.
a. In the Rule Settings area, define general propagation rule information.
b. In the Condition area, specify the CIT of the parent CI, and the KPIs assigned to the child CI. Note
the following:
o
If the parent CI is the root of the SLA, select Service Level Agreement as the parent CIT.
o
If you select Any KPI, the condition is filled if the CI has any KPIs assigned. For example, if you
do not want any KPI propagated to the parent CI, select this option, and define the task as Do
Not Propagate the KPI.
c. In the Task area, select one of the following:
o
Do not propagate the KPI. Select this option if you do not want the KPI propagated from the
child CI to the parent CI.
o
Propagate the KPI using another rule. Select this option if you want the KPI propagated, but
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using a business rule that is not the default group rule defined for this KPI. Specify the business
rule that you want used for the KPI on the parent CI.
o
Propagate custom KPIs. Select this option if you want different KPIs propagated to the parent
CI, or if you want to propagate the same KPI and rule, but using different rule thresholds. For each
KPI, specify the business rule that you want used on the parent CI, and rule thresholds if relevant.
For user interface details, see "Add/Edit KPI for Propagation Rule Dialog Box" on page 524.
Note: Propagation rules have no retroactive effects; if you make any changes to propagation
rules, the changes only affect from that point on.
Indicator Assignments User Interface
This section includes:
l
"Assignments Tab" below
l
"Health Indicator Assignments Page" on the next page
l
"KPI Assignments Page" on page 504
l
"Propagation Rules Page" on page 507
l
"Add/Edit KPI Assignments for CI Type Dialog Box" on page 509
l
"Add/Edit KPI to Assignment Dialog Box" on page 513
l
"Add/Edit Health Indicator Assignments for CI Type Dialog Box" on page 516
l
"Add/Edit Health Indicator to Assignment Dialog Box" on page 518
l
"Add/Edit Propagation Rule for CI Type Dialog Box" on page 522
l
"Add/Edit KPI for Propagation Rule Dialog Box" on page 524
Assignments Tab
This tab enables you to create or edit KPI and HI assignments for each CI type, and to create or edit nondefault KPI propagation rules for each CI type.
To access
Relevant tasks
See also
Select Admin > Service Level Management > Assignments.
l
"How to Define a KPI or HI Assignment" on page 496
l
"How to Define a KPI Propagation Rule" on the previous page
"Indicator Assignments and Propagation" on page 488
User interface elements are described below:
UI Element (A-Z)
Description
Health
When you create a new SLA and assign CIs to the SLA, the assignment mechanism
Indicator
assigns the appropriate HIs to each CI, based on its CI type (CIT).
Assignments
Click to open the Health Indicator Assignments page, to create or edit HI assignments. For
details, see "Health Indicator Assignments Page" on the next page.
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UI Element (A-Z)
Description
KPI
When you create a new SLA and assign CIs to the SLA, the assignment mechanism
Assignments assigns the appropriate KPIs to each CI, based on its CI type (CIT).
Click to open the KPI Assignments page, to create or edit KPI assignments. For details,
see "KPI Assignments Page" on page 504.
Propagation
Rules
By default, when a KPI is assigned to a CI the KPI is automatically propagated to the CI's
parents. Propagation rules enable you to define exceptions to the default KPI propagation,
and to propagate other KPIs, the same KPI using a different rule, or no KPIs.
Click to open the Propagation Rules page, to create or edit KPI propagation rules. For
details, see "Propagation Rules Page" on page 507.
Health Indicator Assignments Page
This page enables you to create or edit HI assignments for a CI type. When you create a new SLA and assign
CIs to the SLA, the assignment mechanism assigns the appropriate HIs to each CI, based on its CI type
(CIT).
To access
Select Admin > Service Level Management > Assignments > Health Indicator
Assignments.
Relevant
tasks
"How to Define a KPI or HI Assignment" on page 496
See also
l
"Indicator Assignments and Propagation" on page 488
l
"Understanding Assignments" on page 489
CI Types Pane
This pane displays a hierarchy of CI types; select a CI type to manage its HI assignments.
User interface elements are described below:
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UI
Element (A-Z)
Description
<CI
Type>
The Configuration Item hierarchy contains typical CITs. The SLM Element list contains
breakdown CI types such as BPM Application from Location. These are CIs that are created
using a breakdown; for details, see "Breakdown by Location for BPM CIs" on page 377.
Each CI type is displayed with its CIT icon.
If a CIT has an assignment or propagation rule defined, the CIT icon has a small overlay icon in
its lower right corner. If there are invalid assignments or propagation rules, the overlay icon
indicates this.
In the following image, the BusinessProcess CIT has one or more assignments or propagation
rules defined, while the Business Transaction CIT has an invalid assignment or propagation
rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation rules for the
CIT. The tooltip also indicates which category contains any invalid definitions.
If you have invalid definitions, you can select the relevant tab (KPI Assignments, HI
Assignments, or Propagation Rules). The user interface will indicate the source of the problem,
and you can fix it if necessary.
Refresh. Refreshed the CI Types pane and the Assignments pane display.
Filter
This filter enables you to display all assignments and propagation rules (default setting); only
valid assignments; or only invalid assignments.
When you select Invalid Assignments Only, the CIT tree expands all the CIT nodes that have
invalid assignments.
If you want to resolve invalid assignments, open each assignment for editing. The dialog box
that appears contains details on what needs to be fixed in the assignment definitions.
Health Indicator Assignments Tab
This tab displays details regarding the HI assignments for the CIT selected in the CI Types pane. You can
use this tab to add, edit, or remove assignments. Each line represents one assignment on the selected CIT.
User interface elements are described below:
UI Element (A-Z)
Description
Add. Creates a new HI assignment.
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UI Element (A-Z)
Description
Duplicate. Copies a selected HI assignment, and open the copy for editing.
Edit. Edits the details of a selected HI assignment.
Delete. Deletes one or more selected HI assignments.
Assignments that are inherited from parent CITs cannot be deleted on the child CIT, but
only on the parent CIT.
Restore From Parent CIT. Restores a selected overridden assignment to its original
settings. For details, see "How to Define a KPI or HI Assignment" on page 496.
Restore to Default. Restores a selected edited assignment, whose Type is Predefined
(Customized), to its original settings. For details, see "How to Define a KPI or HI
Assignment" on page 496.
Select all. Selects all the HI assignments.
Clear Selection. Clears the selection of HI assignments.
Start. Starts running a selected HI assignment on existing CIs, and on new CIs.
Stop. Stops running a selected HI assignment.
Refresh. Refreshes the Assignments display.
Change visible columns. Selects the columns you want to display in the table.
Assignment The name of the assignment.
Name
Description
The description of the assignment.
Health
Indicators
The HIs that are assigned to CIs of the selected CIT, based on the assignment.
Monitored
By
List of values of the Monitored By attribute within the RTSM; the assignment is only
applicable if the CI contains one of the listed values as its Monitored By attribute.
Status
The assignment status:
l
Running. The assignment has been started and is running on the appropriate CIs.
l
Stopped. The assignment has been stopped and is not running.
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UI Element (A-Z)
Description
Type
Indicates one of the following assignment types:
l
Custom. New assignments.
l
Predefined. Out-of-the-box assignments that have not been modified.
l
Predefined (Customized). Out-of-the-box assignments that have been modified. You
can restore such an assignment to its original settings using the Restore to Default
button.
KPI Assignments Page
This page enables you to create or edit KPI assignments for each CI type. When you create a new SLA and
assign CIs to the SLA, the assignment mechanism assigns the appropriate KPIs to each CI, based on its CI
type (CIT).
To access
Select Admin > Service Level Management > Assignments > KPI Assignments.
Relevant tasks
"How to Define a KPI or HI Assignment" on page 496
See also
l
"Indicator Assignments and Propagation" on page 488
l
"Understanding Assignments" on page 489
CI Types Pane
This pane displays a hierarchy of CI types; select a CI type to manage its KPI assignments.
User interface elements are described below:
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UI
Element (A-Z)
Description
<CI
Type>
The Configuration Item hierarchy contains typical CITs. The SLM Element list contains
breakdown CI types such as BPM Application from Location. These are CIs that are created
using a breakdown; for details, see "Breakdown by Location for BPM CIs" on page 377.
Each CI type is displayed with its CIT icon.
If a CIT has an assignment or propagation rule defined, the CIT icon has a small overlay icon in
its lower right corner. If there are invalid assignments or propagation rules, the overlay icon
indicates this.
In the following image, the BusinessProcess CIT has one or more assignments or propagation
rules defined, while the Business Transaction CIT has an invalid assignment or propagation
rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation rules for the
CIT. The tooltip also indicates which category contains any invalid definitions.
If you have invalid definitions, you can select the relevant tab (KPI Assignments, HI
Assignments, or Propagation Rules). The user interface will indicate the source of the problem,
and you can fix it if necessary.
Refresh. Refreshes the CI Types pane and the Assignments pane display.
Filter
This filter enables you to display all assignments and propagation rules (default setting); only
valid assignments; or only invalid assignments.
When you select Invalid Assignments Only, the CIT tree expands all the CIT nodes that have
invalid assignments.
If you want to resolve invalid assignments, open each assignment for editing. The dialog box
that appears contains details on what needs to be fixed in the assignment definitions.
KPI Assignments Tab
This tab displays details regarding the KPI assignments for the CIT selected in the CI Types pane. You can
use this pane to add, edit, or remove assignments. Each line represents one assignment on the selected CIT.
User interface elements are described below:
UI Element (A-Z)
Description
Add. Creates a new KPI assignment.
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UI Element (A-Z)
Description
Duplicate. Copies a selected KPI assignment, and open the copy for editing.
Edit. Edits the details of a selected KPI assignment.
Delete. Deletes one or more selected KPI assignments.
Assignments that are inherited from parent CITs cannot be deleted on the child CIT, but
only on the parent CIT.
Restore From Parent CIT. Restores a selected overridden assignment to its original
settings. For details, see "How to Define a KPI or HI Assignment" on page 496.
Restore to Default. Restores a selected edited assignment, whose Type is Predefined
(Customized), to its original settings. For details, see "How to Define a KPI or HI
Assignment" on page 496.
Select all. Select all the KPI assignments.
Clear Selection. Clear the selection of KPI assignments.
Start. Starts running a selected KPI assignment on existing CIs, and on new CIs.
Stop. Stops running a selected KPI assignment.
Refresh. Refreshes the Assignments display.
Change visible columns. Selects the columns you want to display in the table.
Assignment The name of the assignment.
Name
Description
The description of the assignment.
KPIs
The KPIs that are assigned to CIs of the selected CIT, based on the assignment.
Monitored
By
List of values of the Monitored By attribute within the RTSM; the assignment is only
applicable if the CI contains one of the listed values as its Monitored By attribute.
Status
The assignment status:
l
Running. The assignment has been started and is running on the appropriate CIs.
l
Stopped. The assignment has been stopped and is not running.
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UI Element (A-Z)
Description
Type
Indicates one of the following assignment types:
l
Custom. New assignments.
l
Predefined. Out-of-the-box assignments that have not been modified.
l
Predefined (Customized). Out-of-the-box assignments that have been modified. You
can restore such an assignment to its original settings using the Restore to Default
button.
Propagation Rules Page
This page enables you to create or edit non-default KPI propagation rules for each CI type. By default, when a
KPI is assigned to a CI the KPI is automatically propagated to the CI's parents. Propagation rules enable you
to define exceptions to the default KPI propagation, and to propagate other KPIs, the same KPI using a
different rule, or no KPIs.
To access
Select Admin > Service Level Management > Assignments > Propagation Rules.
Relevant tasks
"How to Define a KPI Propagation Rule" on page 499
See also
l
"Indicator Assignments and Propagation" on page 488
l
"Propagation Rules" on page 491
CI Types Pane
This pane displays a hierarchy of CI types; select a CI type to manage its KPI propagation rules.
User interface elements are described below:
UI
Element (A-Z)
Description
Refresh. Refreshes the CI Types pane and the Assignments pane display.
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UI
Element (A-Z)
Description
<CI
Type>
The Configuration Item hierarchy contains typical CITs. The SLM Element list contains
breakdown CI types such as BPM Application from Location. These are CIs that are created
using a breakdown; for details, see "Breakdown by Location for BPM CIs" on page 377.
Each CI type is displayed with its CIT icon.
If a CIT has an assignment or propagation rule defined, the CIT icon has a small overlay icon in
its lower right corner. If there are invalid assignments or propagation rules, the overlay icon
indicates this.
In the following image, the BusinessProcess CIT has one or more assignments or propagation
rules defined, while the Business Transaction CIT has an invalid assignment or propagation
rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation rules for the
CIT. The tooltip also indicates which category contains any invalid definitions.
If you have invalid definitions, you can select the relevant tab (KPI Assignments, HI
Assignments, or Propagation Rules). The user interface will indicate the source of the problem,
and you can fix it if necessary.
Filter
This filter enables you to display all assignments and propagation rules (default setting); only
valid assignments; or only invalid assignments.
If you want to resolve invalid assignments, open each assignment for editing. The dialog box
that appears contains details on what needs to be fixed in the assignment definitions.
Propagations Rule Tab
This pane displays the non-default KPI propagation rules for the CIT selected in the CI Types pane. You can
use this pane to add, edit, or remove propagat