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Service Assurance Manager User’s Guide for Report

Manager

Version 1.2

SMARTS

Cisco Part Number: OL-6050-01

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Last Update: 5/5/04

InCharge Service Assurance Manager User’s Guide for Report Manager v

Contents

Preface ix

Purpose ixIntended Audience ixDocument Organization xDocumentation Conventions xInCharge Installation Directory xiAdditional Resources xiii

InCharge Commands xiiiDocumentation xiii

Technical Support xiv

1 InCharge Report Manager 1

Report Manager Components 1Report Manager Work Flow 3Supported Platforms 5Report Manager Deployment Scenarios 6Deploying Report Manager Components 8

Prerequisites 8Installation of Service Assurance Manager with Report Manager 10Installation of Crystal Enterprise 10

Database Administrator Tasks 11

2 Configuring Report Manager 13

Configuring InCharge Security 13Configuring the Database Server and ODBC 14

Setting Up the InCharge Database Schema for Oracle 14Setting Up the InCharge Database Schema for MS SQL 15Setting Up the Data Source for ODBC on UNIX 15

Contents

vi InCharge Service Assurance Manager User’s Guide for Report Manager

Setting Up the Data Source for ODBC for MS SQL on Windows 18Setting Up the Data Source for ODBC for Oracle on Windows 24

Modifying InCharge Files 26Configuration Files 28

Configuring the sdi_ics.conf File 28Configuring the sdi/sdi_odbc.conf File 29Configuring the summary/sdi_odbc.conf File 30Configuring the sum_device.conf File 31

3 Setting Up Crystal Enterprise 33

Prerequisites 33Copying the Crystal Files 34Publishing the Reports 35

To Publish All Report Manager Reports 35To Publish Individual Report Manager Reports 38

4 Using Report Manager 43

Setting Up Report Tools 43Importing the Report Tools 44Configuring the Report Tools 44Associating the Report Tools with User Profiles 45

Accessing Reports 46Running the Report Manager Components as Services 47Manually Starting and Stopping the Report Manager Components 48Using the sdi-archive Utility to Maintain the Database 49

The sdi-archive Utility on UNIX 49The sdi-archive Utility on Windows 50Running the sdi-archive Utility on UNIX 50Running the sdi-archive Utility on Windows 52Importing the .dmp Files 52

InCharge Service Assurance Manager User’s Guide for Report Manager vii

5 Crystal Enterprise Reports 55

Pre-defined Reports 55Report Descriptions 56

Acknowledged Events 57All Active Inactive Events by Device 63Availability Summary 64Critical Business Users 67Critical Business Processes 72Critical Devices 75Open Events 78Operator Workload 81Post Mortem 84Recurring Events 87Service Assurance Manager Authentic Problems 90Unassigned Events 92

A Report Manager Installation Checklist 95

B Installing Crystal Enterprise 105

Installing Crystal Enterprise on Windows 105Installing Crystal Enterprise on UNIX 106

C Report Manager Database Schema 109

Database Schema 109IC_T_Notification Occurrences 112IC_T_Occurrence_Servers 114IC_T_Occurrence_Char_Attrs 115IC_T_Occurrence_Int_Attrs 115IC_T_Collection Members 116IC_T_Sequencers 117IC_T_Element Summary 117IC_T_Summary Device 118IC_T_Sum_Sequencers 119

Contents

viii InCharge Service Assurance Manager User’s Guide for Report Manager

D Data Storage Calculations 121

Index 125

InCharge Service Assurance Manager User’s Guide for Report Manager ix

Preface

InCharge Service Assurance Report Manager (Report Manager), which includes a Structured Query Language (SQL) Data Interface, subscribes to notifications from InCharge Service Assurance Manager, passes them to an Open Database Connectivity (ODBC) driver, and stores the notification information in a relational database. The database includes a special database schema designed for InCharge notifications.

The SQL Data Interface includes a component that processes the notification data on a daily basis and produces summary information for availability reports.

Notification information can then be extracted from the database, and processed by Crystal Enterprise Reports or other user-selected report application.

PurposeThe InCharge Service Assurance Manager User’s Guide for Report Manager provides an overview of the InCharge Report Manager, detailed configuration information, and procedures for its operation. The guide also provides descriptions of the pre-defined reports that are included with the Report Manager.

Intended AudienceThis document is intended for network administrators, database administrators, and integrators who set up and maintain InCharge Report Manager, for network services personnel who need to produce operations and management reports with InCharge Report Manager, and for directors and business managers who read the produced reports.

Preface

x InCharge Service Assurance Manager User’s Guide for Report Manager

Document OrganizationThis document consists of the following sections:

Table 1: Document Organization

Documentation ConventionsSeveral conventions may be used in this document as shown in Table 2.

1. INCHARGE REPORT MANAGER Provides an overview of the InCharge Report Manager

2. CONFIGURING REPORT MANAGER Details how to configure the InCharge Report Manager

3. SETTING UP CRYSTAL ENTERPRISE Details how to set up the pre-defined reports for use with Crystal

4. USING REPORT MANAGER Provides the procedures for operating the InCharge Report Manager

5. CRYSTAL ENTERPRISE REPORTS Describes the types of reports that can be produced along with examples

A. REPORT MANAGER INSTALLATION

CHECKLIST

Provides a checklist of installation tasks for the InCharge Report Manager

B. INSTALLING CRYSTAL ENTERPRISE Provides notes and tips for installing Crystal Enterprise

C. REPORT MANAGER DATABASE

SCHEMA

Provides the database schema from which reports are produced

D. DATA STORAGE CALCULATIONS Provides information about data storage requirements

CONVENTION EXPLANATION

sample code Indicates code fragments and examples in Courier font

keyword Indicates commands, keywords, literals, and operators in bold

% Indicates C shell prompt

# Indicates C shell superuser prompt

<parameter> Indicates a user-supplied value or a list of non-terminal items in angle brackets

[option] Indicates optional terms in brackets

InCharge Service Assurance Manager User’s Guide for Report Manager xi

I n C h a r g e I n s t a l l a t i o n D i r e c t o r y

Table 2: Documentation Conventions

Directory path names are shown with forward slashes (/). Users of the Windows operating systems should substitute back slashes (\) for forward slashes.

Also, if there are figures illustrating consoles in this document, they represent the consoles as they appear in Windows. Under UNIX, the consoles appear with slight differences. For example, in views that display items in a tree hierarchy such as the Topology Browser, a plus sign displays for Windows and an open circle displays for UNIX.

Finally, unless otherwise specified, the term InCharge Manager is used to refer to InCharge programs such as Domain Managers, Global Managers, and adapters.

InCharge Installation DirectoryIn this document, the term BASEDIR represents the location where InCharge software is installed.

• For UNIX, this location is: /opt/InCharge<n>/<productsuite>.

• For Windows, this location is: C:\InCharge<n>\<productsuite>.

The <n> represents the InCharge software platform version number. The <productsuite> represents the InCharge product suite that the product is part of.

Table 3 defines the <productsuite> directory for each InCharge product.

/InCharge Indicates directory path names in italics

yourDomain Indicates a user-specific or user-supplied value in bold, italics

File > Open Indicates a menu path in italics

▼▲ Indicates a command that is formatted so that it wraps over one or more lines. The command must be typed as one line.

CONVENTION EXPLANATION

Preface

xii InCharge Service Assurance Manager User’s Guide for Report Manager

Table 3: Product Suite Directory for InCharge Products

For example, on UNIX operating systems, InCharge IP Availability Manager is, by default, installed to /opt/InCharge6/IP/smarts. This location is referred to as BASEDIR/smarts.

Optionally, you can specify the root of BASEDIR to be something other than /opt/InCharge6 (on UNIX) or C:\InCharge6 (on Windows), but you cannot change the <productsuite> location under the root directory.

PRODUCT SUITE INCLUDES THESE PRODUCTS DIRECTORY

InCharge IP Management Suite

• IP Availability Manager• IP Performance Manager• IP Discovery Manager• InCharge Adapter for HP OpenView NNM• InCharge Adapter for IBM/Tivoli NetView

/IP

InCharge Service Assurance Management Suite

• Service Assurance Manager• Global Console• Business Dashboard• Business Impact Manager• Report Manager• SAM Failover System• Notification Adapters• Adapter Platform• SQL Data Interface Adapter• SNMP Trap Adapter• Syslog Adapter• XML Adapter• InCharge Adapter for Remedy• InCharge Adapter for TIBCO Rendezvous• InCharge Adapter for Concord eHealth• InCharge Adapter for InfoVista• InCharge Adapter for NetIQ AppManager

/SAM

InCharge Application Management Suite

• Application Services Manager• Beacon for WebSphere• Application Connectivity Monitor

/APP

InCharge Security Infrastructure Management Suite

• Security Infrastructure Manager• Firewall Performance Manager• InCharge Adapter for Check Point/Nokia• InCharge Adapter for Cisco Security

/SIM

InCharge Software Development Kit

• Software Development Kit /SDK

InCharge Service Assurance Manager User’s Guide for Report Manager xiii

A d d i t i o n a l R e s o u r c e s

For more information about the directory structure of InCharge software, refer to the InCharge System Administration Guide.

Additional ResourcesIn addition to this manual, SMARTS provides the following resources.

InCharge CommandsDescriptions of InCharge commands are available as HTML pages. The index.html file, which provides an index to the various commands, is located in the BASEDIR/smarts/doc/html/usage directory.

Documentat ionReaders of this manual may find other SMARTS documentation (also available in the BASEDIR/smarts/doc/pdf directory) helpful.

I n C h a r g e Do c u me n t a t i o n

The following SMARTS documents are product independent and thus relevant to users of all InCharge products:

• InCharge Release Notes

• InCharge Documentation Roadmap

• InCharge System Administration Guide

• InCharge ICIM Reference

• InCharge ASL Reference Guide

• InCharge Perl Reference Guide

I n C h a r g e S e r v i c e A s s u r a n c e M a n a g e r D o c u m en t a t i o n

The following SMARTS documents are relevant to users of the InCharge Service Assurance Management product suite.

• InCharge Service Assurance Management Suite Installation Guide

• An Introduction to InCharge Service Assurance Manager

• InCharge Operator’s Guide

• InCharge Service Assurance Manager Business Dashboard Configuration Guide

Preface

xiv InCharge Service Assurance Manager User’s Guide for Report Manager

• InCharge Service Assurance Manager User’s Guide for Business Impact Manager

• InCharge Service Assurance Manager User’s Guide for Report Manager

• InCharge Service Assurance Manager Failover System User’s Guide

The following SMARTS documents are relevant to InCharge Service Assurance Manager adapters.

• InCharge Service Assurance Manager Notification Adapters User’s Guide

• InCharge Service Assurance Manager SQL Data Interface Adapter User’s Guide

• InCharge Service Assurance Manager Adapter Platform User’s Guide

• InCharge XML Adapter User’s Guide

• InCharge Service Assurance Manager User’s Guide for Remedy Adapter

• InCharge Service Assurance Manager User’s Guide for Concord eHealth Adapter

• InCharge Service Assurance Manager User’s Guide for InfoVista Adapter

Technical SupportSMARTS provides technical support by e-mail or phone during normal business hours (8:00 A.M.—6:00 P.M. U.S. Eastern and Greenwich Mean Time). In addition, SMARTS offers the InCharge Express self-service web tool. The web tool allows customers to access a personalized web page and view, modify, or create help/trouble/support tickets. To access the self-service web tool, point your browser to:

https://websupport.smarts.com/SelfService/smarts/en-us

U . S . A T e c hn i c a l S u p po r t

E-Mail: [email protected]: +1.914.798.8600

InCharge Service Assurance Manager User’s Guide for Report Manager xv

Te c h n i c a l S u p p o r t

E M E A Te c h n i c a l S u p p o r t

E-Mail: [email protected]: +44 (0) 1753.878140

A s i a - P a c T ec h n i c a l S up p o r t

E-Mail: [email protected]

You may also contact SMARTS at:

For sales inquiries, contact SMARTS Sales at:[email protected]

SMARTS is on the World Wide Web at: http://www.smarts.com

U.S.A WORLD HEADQUARTERS UNITED KINGDOM

ADDRESS

SMARTS44 South BroadwayWhite Plains, New York 10601 U.S.A

SMARTSGainsborough House17-23 High StreetSloughBerkshire SL1 1DYUnited Kingdom

PHONE +1.914.948.6200 +44 (0)1753.878110

FAX +1.914.948.6270 +44 (0)1753.878111

Preface

xvi InCharge Service Assurance Manager User’s Guide for Report Manager

InCharge Service Assurance Manager User’s Guide for Report Manager 1

1

InCharge Report Manager

Reports provide business leaders, network administrators, and operations personnel with vital information that allows them to prioritize their work, troubleshoot failures, and initiate infrastructure changes to prevent problems. Reports, for example, highlight recurring and severe notifications, important devices that have failed, and the degradation or disruption of critical services to customers. Such information helps to ensure that specific areas are addressed in a timely and effective way.

InCharge Service Assurance Report Manager (Report Manager), a module that complements the extensive capabilities of InCharge Service Assurance Manager, enables network administrators to produce and display or print network operations and management reports either through Crystal Enterprise Reports or another user-selected report application.

This chapter provides a brief overview of the components of InCharge Service Assurance Report Manager and the work flow of Report Manager, as well as general deployment information for Report Manager.

Report Manager ComponentsInCharge Report Manager includes several components that, when implemented with InCharge Service Assurance Manager, interact with the Global Manager and third-party applications.


2 InCharge Service Assurance Manager User’s Guide for Report Manager

The components of InCharge Report Manager are as follows:

• SQL (Structured Query Language) Data Interface Adapter

This interface receives notifications from a Global Manager and creates records in a database server based on the contents of the notifications.

• Database Schema

The schema defines the tables, columns and fields of the database. This schema is specific to InCharge Service Assurance Manager.

• Summarization Adapter

The component selects notification records and device records, and inserts summarization records in the InCharge Schema.

• Summary Device Adapter

An adapter that collects device information from Service Assurance Manager, stores the information in the database, and periodically updates the device information. The stored information allows the Summarization Adapter to include devices that have no associated notifications.

• Pre-defined Report Files

The report files contain standard reports (in Crystal Enterprise Report format) that can be used with Crystal Enterprise Reports.

• Crystal Enterprise

A Crystal application that is customized for InCharge Service Assurance Manager. This is a reporting application that supports the execution and display of pre-defined reports.

The components of InCharge Report Manager interact with the following. (See Supported Platforms on page 5 for specific version numbers.)

• Service Assurance Global Manager

This is the source of the notifications that the SQL Data Interface collects and stores in the database.

• ODBC (Open Database Connectivity) Driver

The ODBC driver translates the general database requests from the SQL Data Interface to actions for specific databases.


R ep o r t M an ag e r Wo r k F l o w

• SQL Database

This is a relational database that is used to store the notification information that is transferred from the SQL Data Interface.

• HTTP Server

A server that services requests for documents (Crystal Reports) by way of the HTTP protocol.

• Web Browser

A browser that displays HTML applications and communicates with HTTP servers.

Report Manager Work FlowInCharge Report Manager (Report Manager), which includes an SQL Data Interface (SDI), performs the following processes. (Figure 1 illustrates the work flow; the processes are numbered.)

1 InCharge Applications, such as InCharge IP Availability Manager, send base MODEL events, for example Router:Router1:Down, to InCharge Service Assurance Manager.

2 InCharge Service Assurance Manager sends notifications to the SQL Data Interface. The SQL Data Interface subscribes to the notifications associated with a specified notification list.

3 The SQL Data Interface uses the ODBC API (Application Program Interface) to insert and update notification records in the customer-defined database server that uses a schema specially designed for InCharge notifications.



Figure 1: InCharge Report Manager Work Flow

DatabaseClient Library

ODBC Driver

CrystalEPortfoio

Crystal Predefined Report

HTTP Server

DatabaseClient Library

ODBC Driver

SQL DataInterface Adapter

SummarizationAdapter

Service Assurance Manager

InChargeApplication

InChargeApplication

SQL Database

InChargeSchema

GlobalConsole

3rd Party Application

Report Manager Components

Legend

53

4

2

1

6

SQL DATA INTERFACE APPLICATION

REPORT MANAGER APPLICATION

DATABASE

7

8 WebBrowser

Summary DeviceAdapter

1

Translate to URL Request

Request Crystal Report


S u pp o r t e d P l a t f o r m s

4 When Oracle is used, the Oracle client libraries are required.

5 The Summarization Adapter of the SQL Data Interface uses the ODBC API to select notification records and insert summarization records in the InCharge Schema. (It is advised that the Summarization Adapter be scheduled to run once a day to ensure that up-to-date summarization data is available for reporting. The Summarization Adapter summarizes data from the date of the last summarization to the current date.)

6 The Summary Device Adapter pulls topological information from the repository of Service Assurance Manager. Topological information is updated whenever the topology changes in SAM.

7 The Summary Device Adapter stores the topological information in its table in the database. The information, about devices without notifications, is used in the calculation of outage summaries.

8 Users at the Global Console invoke Report Tools to launch Crystal Reports. This initiates a query to the InCharge Event Database Schema (summarization and non-summarization) which, in turn, extracts notification information from the database, and produces reports. The reports are distributed by way of HTTP servers to end user web browsers.

InCharge Report Manager includes pre-defined report files (in Crystal format) that can be used to display or print a wide variety of operations and management reports. The reports are listed and described in Crystal Enterprise Reports on page 55.

Supported PlatformsThe components of InCharge Report Manager are supported on the following platforms.



Table 4: Supported Platforms

Report Manager Deployment ScenariosInCharge Report Manager can be deployed in Windows or UNIX environments, or in combinations of the two environments. Common deployments include:

• UNIX with Oracle: Includes an Oracle Database and Crystal Enterprise 10 on UNIX.

• UNIX and Windows with Oracle: A typical solution where, except for Crystal Enterprise on Windows, all components run on UNIX.

• Windows with MS SQL: Another typical solution where all components run on Windows.

• Windows with Oracle: A somewhat less typical solution where Oracle is used in an all-Windows deployment.

COMPONENT

WINDOWS 2000

SERVER (SP4),

WINDOWS 2003

SOLARIS 8, 9HP-UX 11.00,

11.11AIX 5.01

LINUX RH 2.1

(WS/AS/ES)

InCharge SAM 6.2 6.2 6.2 N/A 6.2

Oracle Database Server

8i, 9i 8i, 9i 8i, 9i N/A 8i, 9i

Oracle Client Libraries

8i, 9i N/A N/A N/A N/A

ODBC Drivers for Oracle

MS ODBC for Oracle

DataDirect ODBC Connect 4.2

DataDirect ODBC Connect 4.2

N/A DataDirect ODBC Connect 4.2

MS SQL Database Server

MS SQL Server 2002

N/A N/A N/A N/A

ODBC Drivers for MS SQL

MS SQL Server N/A N/A N/A N/A

Crystal Enterprise 10.0 10.0 N/A N/A N/A

HTTP Server MS IIS 5.0, 6.0 Apache 1.3.20, 2.0

N/A N/A Apache 1.3.20, 2.0

HTTP Browser IE 5.x, 6; Netscape 6.2, 7.0

Netscape 6.2, 7.0

Netscape 6.2, 7.0

N/A Netscape 6.2, 7.0


R ep o r t M an ag e r D e p l o y m en t S c en a r i o s

Table 5 provides the most common deployment combinations.

Table 5: Report Manager Deployment Combinations

Note: The DataDirect ODBC Connect 4.2 driver is included with the Report Manager software, and is installed with it. The MS ODBC drivers must be installed separately. See your system administrator for the installation and configuration of the MS ODBC for Oracle and the ODBC for MS SQL Server drivers.

When you upgrade from the previous version of Report Manager, the most common deployment scenarios are as follows.

• UNIX and Windows with Oracle upgrade: This is a deployment where a UNIX shop invested in a Windows server for Crystal Enterprise and plans to retain it. Also, they do not plan to upgrade their Oracle Database server from 8i to 9i.

• Windows with MS SQL upgrade: This deployment is equivalent to the Windows with MS SQL above

• Windows with Oracle upgrade: This deployment is equivalent to the Windows with Oracle above. However, the customer does not plan to upgrade their Oracle Database server from 8i to 9i.

• UNIX with Oracle to eliminate Crystal on Windows upgrade: In this deployment, the customer is retiring their Windows server for Crystal Enterprise, but plans to use their pre-existing Oracle 8i Database server.

COMPONENTUNIX WITH

ORACLE

UNIX AND

WINDOWS WITH

ORACLE

WINDOWS WITH MS

SQL

WINDOWS WITH

ORACLE

InCharge SAM Solaris 8, 9, SAM 6.2

Solaris 8, 9, SAM 6.2

Windows 2000, 2003, SAM 6.2

Windows 2000, 2003, SAM 6.2

Crystal Enterprise Solaris 8, 9, Crystal Enterprise 10.0

Windows, Crystal Enterprise 10.0



ODBC Drivers Data Direct ODBC Connect 4.2

Data Direct ODBC Connect 4.2MS ODBC for Oracle for Crystal on Windows

MS ODBC for MS SQL Server

MS ODBC for Oracle

Database Server Oracle 9i Oracle 9i MS SQL Server Oracle 9i

HTTP Server Apache 1.3.20, 2.0

MS IIS 5.0, 6.0 MS IIS 5.0, 6.0 MS IIS 5.0, 6.0



Table 6 provides the upgrade deployment combinations.

Table 6: Report Manager Upgrade Deployment Combinations

Deploying Report Manager ComponentsThis section provides an overview of the installation and post-installation tasks for InCharge Report Manager. See Report Manager Installation Checklist on page 95 for a detailed checklist of installation and post-installation tasks.

Prerequis i tesBefore the components of InCharge Report can be deployed, the following prerequisites must be met.

Note: The prerequisites are vital to deploying Report Manager. It is important that you plan for them, and implement them before you proceed with the installation of Service Assurance Manager with Report Manager.

• The servers for the components must be patched to meet system requirements. See the InCharge Service Assurance Management Suite Installation Guide for additional information.

COMPONENT

UNIX AND

WINDOWS WITH

ORACLE

WINDOWS WITH

MS SQL

WINDOWS WITH

ORACLE

UNIX WITH

ORACLE TO

ELIMINATE CRYSTAL

ON WINDOWS

InCharge SAM Solaris 8, 9, SAM 6.2

Windows 2000, 2003, SAM 6.2

Windows 2000, 2003, SAM 6.2

Solaris 8, 9, SAM 6.2

Crystal Enterprise Windows, Crystal Enterprise 10.0



Solaris 8, 9, Crystal Enterprise 10.0

ODBC Drivers Data Direct ODBC Connect 4.2MS ODBC for Oracle for Crystal on Windows

MS ODBC for MS SQL Server

MS ODBC for Oracle

Data Direct ODBC Connect 4.2 for SDI

Database Server Oracle 8i MS SQL Server Oracle 8i Oracle 8i

HTTP Server MS IIS 5.0, 6.0 MS IIS 5.0, 6.0 MS IIS 5.0, 6.0 Apache 1.3.20, 2.0


D e p l o y i n g R ep o r t M an ag e r C o m po n e n t s

• The HTTP server must be installed and running.

• On Windows, the Internet Information Services (IIS) can be installed from the Add/Remove Programs under the Control Panel. To verify that the IIS server is running go to Control Panel>Administrative Tools>Internet Services Manager.

• On UNIX, if you install the InCharge Global Console with the Web Console and Dashboard, that installation includes the Apache Tomcat.

• The database must be installed and running. See the Database Administrator Tasks on page 11 for additional information.

Before you can successfully perform an InCharge Report Manager installation, gather the following information from your System Administrator.

DATA POINT DESCRIPTION

WEB_SERVER Domain name of the web server serving the Crystal Enterprise 10 web content

WEB_SERVER_PORT Port number of the web server serving the Crystal Enterprise 10 web content

Oracle_Host The server hosting the Oracle Database Server

ORACLE_SID Service identifier defined via SQL Net to access the Oracle Database Server

Oracle_Port The port number of the Oracle Listener port

DBA_User The database user ID with permissions to create databases/tablespaces/users/tables

DBA_User_Password The password for the database user

MSSQL_Server The name of the MS-SQL Server

SDI_USER Database user ID with rights to insert/update/delete entries in/from InCharge Database Schema

SDI_USER_PASSWORD The password for the SDI user

SAM_SERVER_NAME The name of the Service Assurance Manager server

SMHOME The installation of InCharge products

DSN_NAME The ODBC data source name

SDI_NOTIFICATION_LIST The notification list to which SDI subscribes



Table 7: Information Required for Installation

Insta l lat ion of Service Assurance Manager with Report Manager

Once the prerequisites have been met, the following tasks can be performed.

• Install InCharge Service Assurance Manager with Report Manager (See the InCharge Service Assurance Management Suite Installation Guide for additional information)

• Perform Database Administrator tasks (See Database Administrator Tasks on page 11 for additional information)

• Install (if applicable) and configure the ODBC Driver for Report Manager (See Configuring the Database Server and ODBC on page 14 for additional information)

• Modify the Service Assurance Manager and Report Manager .conf files (See Modifying InCharge Files on page 26 for additional information)

• Start the SAM server and the SDI, Summarization, and Summary Device adapters

Insta l lat ion of Crysta l Enterpr iseThereafter, the following tasks can be performed.

• Install Crystal Enterprise (See Installing Crystal Enterprise on page 105 for additional information)

• Install (where applicable) and configure the ODBC Driver for Crystal Enterprise

CRYSTAL_APS Controlling process for all Crystal Enterprise processes

CRYSTAL_INSTALLATION_HOME

The path in which Crystal is installed

CRYSTAL_USER Crystal user ID with access to InCharge reports

CRYSTAL_PASSWORD The password for the Crystal user

INCHARGE_REPORTS_HOME

The location from which InCharge Crystal Reports are published



Da t ab a s e A d m i n i s t r a t o r Ta s k s

• Publish the reports (See Publishing the Reports on page 35 for additional information)

• Run the reports

• Check the reports produced from the database

Note: When reports are published with Crystal Enterprise 10, they cannot be opened with a previous version of Crystal. If you created customized reports, make copies of those reports before publishing them with Crystal Enterprise 10.

Database Administrator TasksA relational database management system (RDBMS) is a vital component of InCharge Report Manager. The database stores the event notification information that is transferred to Report Manager from the InCharge Service Assurance Manager, as well as summary information that is produced on a periodic (daily) basis.

Because the database is a vital component of InCharge Report Manager, there are database administrator (DBA) tasks that must be performed for a successful installation.The DBA should be thoroughly familiar with the selected RDBMS (Oracle or MS SQL) and its tools and utilities.

Before the installation of Report Manager, the following DBA tasks must be completed:

• Ensure that the database server(s) are patched to date

• Install the Oracle database and set up the Oracle Listener and the Oracle SID

• Or, install the MS SQL database

• Define user, password, and database/tablespace for use with Report Manager

After the installation of Report Manager, the following tasks need to be completed:

• Create the database instance for Report Manager

• Create the Report Manager tables and views

• Verify that the tables and views are set up correctly



• Set up ODBC data sources on the platforms where SDI/Summary and Crystal Enterprise are installed

Once Report Manager is operational and reports are produced from the database, the following DBA tasks need to be performed:

• Check the notification and summary information that is collected in the database

• Monitor the performance of the database and tune it as necessary

• Monitor the size of the database and adjust it as necessary; use the sdi-archive utility to archive information contained in the database and clean out the tables

• Perform database backups as dictated by management policies


2

Configuring Report Manager

To perform its functions and accomplish its tasks, different components of InCharge Report Manager must be configured to communicate with the Service Assurance Global Manager, and with an ODBC driver and a relational database.

This chapter details how to configure InCharge Report Manager.

Configuring InCharge SecurityNote: The user executing the SQL Data Interface needs access to a Notification

List. Update the user’s profile to ensure access rights. For more information, refer to the InCharge Service Assurance Manager Configuration Guide.

The SQL Data Interface is a client of the Global Manager. The security configuration files, clientConnect.conf and serverConnect.conf allow you to set up the security for this relationship. The SQL Data Interface can run on the same host as the Global Manager but that is not a requirement. The clientConnect.conf file and the serverConnect.conf must both be configured. You should create a unique user name and password for the SQL Data Interface and give that user All privileges.

For more information about security configuration, see the InCharge System Administration Guide.



Configuring the Database Server and ODBCSet up and configuration procedures for the ODBC and database components vary slightly depending on the operating system you are using. The basic steps involve:

• Setting up the InCharge database schema

• Configuring the data source for the ODBC driver

• Configuring the SQL Data Interface (SDI)

Sett ing Up the InCharge Database Schema for Orac leThere is a script to create the necessary schema for each of the supported SQL databases.

S e t t i n g U p t h e O r a c l e D a t a b a s e

Before running sqlplus, create a user on the database with enough space for the Incharge Schema. (See Data Storage Calculations on page 121 for additional information.) Also, define the Oracle Service ID that is associated with the database.

Then, export ORACLE_HOME to the installation directory of Oracle.

On Solaris/Linux:

Export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$ORACLE_HOME/lib

On HPUX:

Export SHLIB_PATH=$SHLIB_PATH:$ORACLE_HOME/lib

Then run as:

$ORACLE_HOME/bin/sqlplus username@service name

Then, to run the script in sqlplus use:

@sdi_schema_oracle.sql

Note: If you are migrating from the previous version of InCharge Report Manager, run the sdi_schema_oracle_addendum.sql script to add the IC_T_Summary_Device table and view to the Oracle database. Also, use the sdi-archive utility to archive data from the summary tables. Restarting the Summarization adapter will re-summarize all data collected by the SDI Adapter 1.1.


C o n f i g u r i n g t h e D a t a ba s e S e r v e r a n d O DB C

Sett ing Up the InCharge Database Schema for MS SQL

S e t t i n g U p t h e M i c r o so f t S QL Da t ab a s e

The script to set up the schema for the Microsoft SQL database is BASEDIR/smarts/conf/sql/sdi_schema_mssql.sql. To run the script in Microsoft SQL Server use:

▼C:\Program Files\Microsoft SQL Server\80\Tools\Binn\isql /U <username> /P <password> /S <server> /i sdi_schema_mssql.sql /o sdi_schema_mssql.out /d <database> /e▲

▼▲ Indicates the command must be typed as one line.

Note: If you are migrating from the previous version of InCharge Report Manager, run the sdi_schema_mssql_addendum.sql script to add the IC_T_Summary_Device table and view to the MS SQL database. Also, use the sdi-archive utility to archive data from the summary tables. Restarting the Summarization adapter will re-summarize all data collected by the SDI Adapter 1.1.

Sett ing Up the Data Source for ODBC on UNIXThe Data Direct 4.2 ODBC driver, which is installed with the InCharge software, supports database specific wire protocols; it uses the Oracle client library to translate ODBC requests to the format understood by the Oracle database server.

To set up the data source for ODBC on UNIX, edit the odbc.ini file. The file is located in the BASEDIR/smarts/datadirect-odbc directory. The following fields (in bold) can be edited as needed.



[ODBC Data Sources]

Oracle_Wire_Protocol_SAM_DSN=Data Source Name using DataDirect 4.20 Oracle Wire Protocol

[Oracle_Wire_Protocol_SAM_DSN]Driver=SAM_ODBC_INSTALL/lib/S6ora19.soDescription=DataDirect 4.20 Oracle Wire ProtocolApplicationUsingThreads=1ArraySize=60000CachedCursorLimit=32CachedDescLimit=0CatalogIncludesSynonyms=1CatalogOptions=0DefaultLongDataBuffLen=1024DescribeAtPrepare=1EnableDescribeParam=1EnableNcharSupport=0EnableScrollableCursors=1EnableStaticCursorsForLongData=0EnableTimestampWithTimeZone=0LocalTimeZoneOffset=LockTimeOut=-1ProcedureRetResults=0UseCurrentSchema=1HostName=Oracle serverPortNumber=Oracle server portSID=Oracle SIDLogonID=XXXXXXXPassword=YYYYYYY

[ODBC]IANAAppCodePage=4InstallDir=SAM_ODBC_INSTALLTrace=0TraceDll=SAM_ODBC_INSTALL/lib/odbctrac.soTraceFile=odbctrace.outUseCursorLib=0

The details about the editable fields, as extracted from the file, are as follows:

[Oracle_Wire_Protocol_SAM_DSN]Driver=SAM_ODBC_INSTALL/lib/S6ora19.soHostName=Oracle serverPortNumber=Oracle server portSID=Oracle SIDLogonID=XXXXXXXPassword=YYYYYYY



Where:

• Oracle_Wire_Protocol_SAM_DSN is the data source name used for Oracle connecting without a client library. This is the recommended DSN to use for installation.

• SAM_ODBC_INSTALL will generally be BASEDIR/smarts/datadirect-odbc

• Oracle server is the name of the server where the Oracle database server is installed

• Oracle server port is the listener port for the Oracle database server

• Oracle SID is the SID that identifies the database server to which you want to connect

[ODBC]InstallDir=SAM_ODBC_INSTALLTraceDll=SAM_ODBC_INSTALL/lib/odbctrac.so

Where:

• SAM_ODBC_INSTALL will generally be BASEDIR/smarts/datadirect-odbc

The following export variables should also be defined:

• ODBC_HOME=BASEDIR/smarts/datadirect-odbc

• On Solaris: LD_LIBRARY_PATH=$ODBC_HOME/lib

• On HP-UX: SHLIB_PATH=$ODBC_HOME/lib

Additionally, add the following variables to BASEDIR/local/conf/runcmd_env.sh:

On Solaris/Linux:

LD_LIBRARY_PATH=$LD_LIBRARY_PATH:BASEDIR/smarts/datadirect-odbc/libODBCINI=BASEDIR/smarts/datadirect-odbc/odbc.ini



On HP-UX:

SHLIB_PATH=$SHLIB_PATH:BASEDIR/smarts/datadirect-odbc/libODBCINI=BASEDIR/smarts/datadirect-odbc/odbc.ini

Sett ing Up the Data Source for ODBC for MS SQL on Windows

To set up the data source for ODBC for MS SQL, perform the following steps.

1 Open the ODBC Data Source Administrator with Control Panel > Administrative Tools > Data Sources (ODBC).

2 Click on the System DSN tab.

3 Click Add... to add a Data Source.

Figure 2: Driver Selection



4 Select SQL Server as the driver and click Finish.

Figure 3: Data Source for SQL Server

5 Type the data source name, description and database server and click Next.

Name sql-server-dsn

Description DSN for SQL Server

Server <SQL Server Name>



Figure 4: SQL Server Authentication

6 Select the SQL Server authentication option.

7 Type the Login ID and Password for connectivity to the database server.



Figure 5: Default Database Name

8 Change the default database to the name of your database.



Figure 6: Perform Translation

9 Check the box beside "Perform translation for character data" and click Finish.



Figure 7: Test Data Source

10 When the ODBC Microsoft SQL Server Setup screen displays, click Test Data Source... before clicking OK to create the DSN.



Figure 8: Connectivity Test Results

11 If the DSN is set up correctly, the test to connect to the database using the DSN is successful. Click OK to finish.

Sett ing Up the Data Source for ODBC for Oracle on WindowsTo set up the data source for ODBC for Oracle on Windows, perform the following steps.

Note: The Oracle client libraries must be installed on this host before you can set up the data source.

1 Open the ODBC Data Source Administrator with Control Panel > Administrative Tools > Data Sources (ODBC).

2 Click on the System DSN tab.

3 Click Add... to add a Data Source.



Figure 9: Driver Selection

4 Select Microsoft ODBC for Oracle as the driver and click Finish.

Figure 10: ODBC for Oracle Setup



5 Type the data source name, description, user name, and database server.

6 Click OK to finish the process. The data source is added to the System Data Sources.

Figure 11: Data Source Added

Modifying InCharge FilesAs part of the InCharge deployment and configuration process, you will need to modify certain files. User modifiable files include InCharge tool scripts, configuration files, rule set files, and templates. Original versions of these files are installed into appropriate subdirectories under the BASEDIR/smarts/ hierarchy. For example, on UNIX operating systems the original versions of Global Manager configuration files are installed to /opt/InCharge6/SAM/smarts/conf/ics.

Name oracle-server-dsn

Description DSN for Oracle Server

User Name <User Name>

Server <Oracle SID>


M o d i f y i n g I n C h a r g e F i l e s

To edit a user modifiable file, create a local copy of the file in BASEDIR/smarts/local or one of its subdirectories. For example, a modified ics.conf file should be saved to /opt/InCharge6/SAM/smarts/local/conf/ics. InCharge software is designed to first search for user modifiable files in BASEDIR/smarts/local or one of its subdirectories. If a modified version of a file is not found in the local area, InCharge software then searches appropriate nonlocal directories.

Note: Original versions of files may be changed or updated as part of an InCharge software upgrade. However, files located in BASEDIR/smarts/local are always retained during an upgrade.

To facilitate proper file editing, SMARTS provides the sm_edit utility with every InCharge product suite. When used to modify an original version of a file, this utility automatically creates a local copy of the file and places it in the appropriate location under BASEDIR/smarts/local. This ensures that the original version of the file remains unchanged. In both UNIX and Windows environments, you can invoke sm_edit from the command line. Optionally, you can configure Windows so that sm_edit is automatically invoked when user-modifiable files are double-clicked in Windows Explorer.

To invoke the sm_edit utility from the command line, specify the path and the name of the file you want to edit under BASEDIR/smarts. If multiple InCharge products are running on the same host, you should ensure that you invoke sm_edit from the bin directory of the product suite whose files you wish to edit. For example, to edit the configuration file for the Global Manager, you invoke the sm_edit utility as follows:

# /opt/InCharge6/SAM/smarts/bin/sm_edit conf/ics/ics.conf

The sm_edit utility automatically creates a local copy of the ics.conf file in the BASEDIR/smarts/local/conf/ics directory, if necessary, and opens the file in a text editor. If a local version of the file already exists, the sm_edit utility opens the local version in a text editor. In addition, sm_edit creates any necessary directories.

For more information about how to properly edit user modifiable InCharge files and how to use the sm_edit utility, refer to the InCharge System Administration Guide.



Configuration FilesThere are several user-editable configuration files for the Report Manager’s SQL Data Interface. The configuration files are used to define the connections to the Service Assurance Manager servers and the database servers.

Table 8 lists the configuration files included with the Report Manager’s SQL Data Interface. The configuration files are located in BASEDIR/conf/sdi.

Table 8: SQL Data Interface Editable Configuration Files

Conf igur ing the sd i_ics .conf Fi le In order to use the SQL Data Interface with a Global Manager, you must configure the sdi_ics.conf file to include a Notification List. A Notification List enables you to filter out specific types of notifications, when applicable.

S p ec i f y i n g t h e N o t i f i c a t i o n L i s t

The SQL Data Interface configuration file is located in BASEDIR/smarts/conf/sdi/sdi_ics.conf. Use the sm_edit utility to access this file and configure the connection between the SQL Data Interface and a Global Manager via the Notification List.

The lines in the file are as follows:

# SDI ICS configuration file. ##-----------------------------------------------------------##-----------------------------------------------------------## Notification Subscription ##-----------------------------------------------------------#GA_NLSubscription::notificationSubscription{ NLName = "ALL_NOTIFICATIONS" }

#-----------------------------------------------------------#

DIRECTORY UNDER

BASEDIRUSER EDITABLE FILE NAME DESCRIPTION

conf/sdi/sdi sdi_ics.conf Main configuration file for the SQL Data Interface.

sdi_odbc.conf Specifies database connection information.

conf/sdi/summary sdi_odbc.conf Specifies database connection information for summary component.

conf/sdi/device sum_device.conf Specifies database connection information for the summary device component.


C o n f i g u r a t i o n F i l e s

# ConsolidatedServer ##-----------------------------------------------------------#GA_RestartableServer::icsServer{ remoteServerName = "INCHARGE-SA" }

Table 9 describes the parameters in the sdi_ics.conf.

Table 9: Global Manager Connection Parameters

Ensure that the Notification List defined in sdi_ics.conf is also defined in the Service Assurance Manager. For more information about creating and modifying a Notification List see the InCharge Service Assurance Manager Configuration Guide.

Configur ing the sd i /sd i_odbc.conf Fi leUse the sm_edit utility to access BASEDIR/smarts/conf/sdi/sdi/sdi_odbc.conf and configure the connection between the SQL Data Interface and an OBDC Driver.


SDI_Server::sdiServer{ serverName = "SERVERNAME" userName = "USERNAME" password = "PASSWORD" protocol = "ODBC" reConnectTimeOut = 60 }

PARAMETER DESCRIPTION

NLName The name of the notification list that the SQL Data Interface subscribes to.

remoteServerName The name of the Service Assurance Manager server to connect to.



Table 10 describes the parameters in the sdi_obdc.conf.

Table 10: ODBC Connection Parameters

For UNIX, the server name must match the data source name defined in the ODBC initialization file, odbc.ini. For example, Oracle_Wire_Protocol_SAM_DSN. (See Setting Up the Data Source for ODBC on UNIX on page 15 for additional information.)

For Windows, the server name must match the data source name defined in the ODBC Administration Tool.

Configur ing the summary/sdi_odbc.conf F i leUse the sm_edit utility to access BASEDIR/smarts/conf/sdi/summary/sdi_odbc.conf and configure the connection between the SQL Data Interface and an OBDC Driver.

There are two sets of parameters in the file: one set of parameters is for the notification tables (SDI_Server::notificationsSDIServer); the other set is for the summarization tables (SDI_Server::summarySDIServer). The values for the parameters can be the same.


SDI_Server::notificationsSDIServer{ serverName = "NOTIFICATIONS-SERVERNAME" userName = "USERNAME" password = "PASSWORD" protocol = "ODBC" reConnectTimeOut = 60 }


serverName The Data Source Name of the database to connect to through ODBC.

userName The user name to use when connecting to the database. The user must have access privileges to select, insert, update and delete within tables in the InCharge schema.

password The password associated with the user name.

protocol The driver protocol. This should always be ODBC.

reConnectTimeout The amount of time, in seconds, that the ODBC will attempt to reconnect if connection is lost. The default is 60 seconds.


C o n f i g u r a t i o n F i l e s

SDI_Server::summarySDIServer{ serverName = "SUMMARY-SERVERNAME" userName = "USERNAME" password = "PASSWORD" protocol = "ODBC" reConnectTimeOut = 60 }

Table 11 describes the parameters in the sdi_odbc.conf.

Table 11: Parameters for sdi_odbc for Summarization

Conf igur ing the sum_device.conf Fi leUse the sm_edit utility to access BASEDIR/smarts/conf/sdi/device/sum_device.conf and configure the file.


GA_RestartableServer::icsServer{ remoteServerName = "INCHARGE-SA"}

SDI_Server::SDI-Server{ serverName = "SUMMARY-SERVERNAME" userName = "USERNAME" password = "PASSWORD" protocol = "ODBC" reConnectTimeOut = 60

autoCommit = TRUE commitRetry = 5}

SDI_Data::SDI-Data{


serverName The Data Source Name of the database to connect to through ODBC.

userName The user name to use when connecting to the database. The user must have access privileges to select, insert, update and delete within tables in the InCharge schema.






}

SDI_Manager::SDI-Manager{ Manages += SDI-Server}

Table 12 describes the parameters in the sum_device.conf.

Table 12: Parameters for sum_device


remoteServerName The name of the Service Assurance Manager server.

serverName The ODBC data source name of the Summary database.

userName The user name of the Summary database.





3

Setting Up Crystal

Enterprise

This chapter details the steps to follow to set up the pre-defined InCharge reports for use with Crystal Enterprise.

PrerequisitesThe following must be completed before you perform the succeeding procedures.

• The HTTP Server must be installed

• Crystal Enterprise 10.0 must be installed

• The ODBC driver must be set up on the system where Crystal Enterprise is installed. This is required when Crystal Enterprise 10 is deployed on Windows accessing MS-SQL. All Crystal Enterprise 10 deployments accessing Oracle do not require ODBC and can access Oracle natively.

Setting Up Crystal Enterprise


Copying the Crystal FilesInCharge Report Manager includes files that must be copied from the InCharge installation area to the web directories of Crystal Enterprise. To accomplish this, a script, ic-sdi-reports-set.sh (on UNIX) and ic-sdi-reports-set.cmd (on Windows), is provided. The script is located in the BASEDIR/smarts/script directory.

Before you execute the script, edit it to reflect your environment.

• Change Crystal_Installation_Home to the installation area of Crystal Enterprise 10

• Change InCharge_Reports_Home to the directory where the Incharge reports will reside. This location will be used as the Report Location when publishing reports using the publishing tool

• Change SMHOME to the installation area of InCharge Report Manager

Then, execute the script from the scripts directory as follows.

On UNIX:

% ic-sdi-reports-setup.sh

On Windows:

> ic-sdi-reports-setup.cmd

The script copies the required files to the web directories of Crystal Enterprise.

Note: The Report Manager files, including the report files, link files, tools files, and publishing and branding files must be copied to the machine on which Crystal Enterprise is installed. In mixed environments (UNIX and Windows), you can copy the entire smarts/conf directory to the machine on which Crystal resides. Then, edit the ic-sdi-reports-setup.cmd script so that the InCharge path reflects the location of the /conf directory.

See the appropriate Crystal Enterprise User Guides for additional information.


Pu b l i s h i n g t h e R ep o r t s

Publishing the ReportsA web application is installed with the ic-sdi-reports-set script. The application enables you to publish the Report Manager reports to the Crystal Enterprise 10 installation. You can use the application to publish one or all reports. You can also use the application to re-publish reports when necessary.


To Publ ish Al l Report Manager ReportsThis is recommended for all standard installations.

To publish all of the Report Manager reports, perform these steps.

1 Access the following URL from a browser:

http:/<Crystal Enterprise 10 Web Server Name:Port Number>/crystal/publish/publish.html

where <Crystal Enterprise 10 Web Server Name:Port Number> is the name and port of the HTTP server used with Crystal Enterprise 10. The port may be omitted if the default port of 80 is used.

The browser then displays the following.



Figure 12: Publish InCharge Reports

2 Enter the values as listed and explained in Table 13.


APS Name The host name associated with the installation of Crystal Enterprise 10

User Name A Crystal Enterprise administrator user name; typically Administrator

Password The password for the User Name; this is defined at the installation of Crystal Enterprise

Crystal Web Server Host The host name of the web server hosting the Crystal Enterprise 10 applications

Crystal Web Server Port The port number of the web server. In most installations, the APS name is equal to the Crystal Web server Host, and the port is 80



Table 13: Initial Report Publishing Parameters

The values that you enter are used in publishing all subsequent reports.

3 Select Publish All Reports to publish all Report Manager reports.

When you select Publish All Reports, the application creates folders under User Folders/User Name. The folders are:

• InCharge Reports

• InCharge SubReports

All reports included with Report Manager are then published to these folders.

The browser displays the results of the publishing.

Report Location The full directory path where Report Manager report files are installed on the Crystal Enterprise host:BASEDIR/smarts/sdi/crystal-reports

Database Type Select ODBC to use ODBC to connect to the SQL server; otherwise, select Oracle

Report DSN/Server When ODBC is the selected database type, enter an ODBC data source name. When Oracle is the selected database type, enter an Oracle SID

Database User A database user name that has access to the Report Database

Database Password The password for the database user name

Database Table Prefix If the selected database type is Oracle, select custom table prefix and enter the database table prefix. This is typically the “user ID.” of the creator of the database tables. This is used to construct fully qualified table names.




Figure 13: Publish All Reports Results

If the Publish column does not report “Published”, there was an error on the initial entry page: an incorrect location of the report files, invalid database parameters, or invalid APS parameters.

To Publ ish Individual Report Manager ReportsAt some time, it may be necessary to change the parameters of individual reports. For example, if a report is set up to include 7 days of data, and it needs to be re-set to include 14 days of data, this can be accomplished by publishing that individual report.

To publish individual Report Manager reports, perform these steps.

1 Access the URL listed in Step 1 of the preceding procedures. (See To Publish All Report Manager Reports on page 35.)

2 Enter the values as listed and explained in Table 13 above.



The values that you enter are used in publishing all subsequent reports.

3 Select Go To Reports to publish individual Report Manager reports.

The browser displays the following:

Figure 14: Publish Main Reports

Through the browser, you can perform the following:

• Select the folder to which all top level reports are to be published. You can browse through existing Crystal Enterprise 10 folders by selecting Folders and Show SubFolders. The destination is displayed in Destination.

• Select a subfolder from the subfolders list, or create a subfolder using the CreateFolder option. The subfolder is created as a child of the Destination folder.

• For each report, you can select:



• Publish (checked/unchecked). Only checked reports are published.

• Last N Days. Indicates how many days of data should be included in the report before the report generation day.

4 Select Publish Main Reports to publish the checked reports to the specified APS.

The browser displays the results of Publish Main Reports.

Figure 15: Publish Main Reports Results

5 Select Go to Sub Reports.



Figure 16: Publish Sub Reports

In a manner similar to publishing top level reports, you need to perform the following for the sub reports.

• Select the folder to which all sub reports are to be published. You can browse through existing Crystal Enterprise 10 folders by selecting Folders and Show SubFolders. The destination is displayed in Destination.

• Select a subfolder from the subfolder list, or create a subfolder using the CreateFolder option. The subfolder is created as a child of the Destination folder.

• For each report, you can select:

• Publish (checked/unchecked). Only checked reports are published

6 Select Publish Sub Reports to publish the checked reports.

The browser displays the results of Publish Sub Reports.



Figure 17: Publish Sub Reports Results


4

Using Report Manager

This chapter explains how to use InCharge Report Manager to produce a variety of operational and management reports. It includes the following sections:

• Setting Up Report Tools

• Accessing Reports

• Running the Report Manager components as services

• Manually starting and stopping the Report Manager components

• Using the sdi-archive Utility to maintain the database

Setting Up Report ToolsSetting up the Report Tools consists of several tasks:

• Importing the Report Tools with the sm_config utility

• Configuring the Report Tools with the sm_edit utility

• Associating the Report Tools with user profiles



Import ing the Report ToolsThe sm_config utility enables you to import and export InCharge repository objects, such as notification lists, user profiles, users, and tools, to and from Service Assurance Manager. The objects must be written in XML. See InCharge Service Assurance Manager Configuration Guide for additional information about the utility.

To import the client Report Tools, execute sm_config from BASEDIR/smarts/conf/bin on the Service Assurance Manager server. For example (on one line):

▼BASEDIR/smarts/sm_config -s <SAM SERVER NAME> import -force ics-reports-tools.xml▲


Configur ing the Report ToolsReport Manager provides two type of client report tools. The first type of tool enables you to run reports in the context of a notification or an element from the SAM Global Console actions tools drop-down menu. The second type of tool enables a top menu bar button on the SAM Global Console that launches the Crystal Enterprise LaunchPad application.

To configure the report tool that runs in the context of a notification or element, edit the reports-conf.cmd/sh file to reflect your environment. The file is located in the BASEDIR/smarts/actions/client/reports directory. Use the sm_edit utility to edit the file.

Table 14 lists and describes the parameters that need to be edited.

Table 14: Report Tools Parameters


BROWSER_DIR The full path to the location of the HTTP browser, for example, C:\Program Files\Internet Explorer

Reporting_Server The domain name of Crystal Enterprise Server

Crystal_User The Crystal user name

Crystal_Password The Crystal password associated with the user name


S e t t i n g U p R e po r t To o l s

To configure the top menu bar button that launches the Crystal Enterprise LaunchPad application, the Reporting.cmd (for Windows) or the Reporting.sh (UNIX) tool script must be edited to reflect your environment. The scripts are located in the BASEDIR/smarts/actions/client directory. Use the sm_edit utility to update the scripts.

• For UNIX, replace <PATH-TO-BROWSER> with the path to the executable for your web browser. For example, /opt/netscape/netscape.

For Windows, replace <IE-DIR> with the path to the executable for your Internet Explorer web browser. For example, BROWSER_PATH=C:\Program Files\Plus!\Microsoft Internet\IEXPLORE.EXE.

• Replace <REPORTING-URL> with the actual URL for the reports.

The path to the HTTP browser on the operator's workstation: REPORTING_URL=http://crystal/enterprise/ePortfolio/en/default.htm). The path to the Crystal Launchpad: http://WEB_SERVER:WEB_SERVER_PORT/crystal/enterprise10/desktoplaunch

This process must be repeated for each client install area.

Associat ing the Report Tools with User Prof i lesUser profiles are associated with anyone who attaches to the Global Manager with the Global Console. The profiles are defined in the Global Manager Administration Console.

The report tools need to be assigned to a user profile and enabled through the Global Manager Administration Console. When a report tool is selected, it will either generate an in-context Crystal Enterprise report, or will request the Crystal Enterprise ePortfolio application.

See the InCharge Service Assurance Manager Configuration Guide for detailed information about setting up user profiles.



Accessing ReportsInCharge Report Manager reports are listed on Report Tools dropdown menus on the Global Console. When you select a report, Report Manager opens a connection to Crystal Enterprise ePortfolio, and ePortfolio generates the selected report in a web browser page.

See the InCharge Operator’s Guide for additional information about the Global Console.

See the appropriate Crystal Enterprise User Guides for additional information about ePortfolio.

Table 15 summarizes the tool names, Crystal reports, and context requirements of the reports that can be accessed from the Global Console.

TOOL NAME CRYSTAL REPORT CONTEXT

Acknowledged Events Report acknowledged_events.rpt N/A

All Active Inactive Events by Device Report

all_active_inactive_events_on_element.rpt

By class, instance

Availability Report availability_summary.rpt N/A

Availability by Class Report availability_summary_c.rpt By topological device class

Business Snapshot Report business_snapshot.rpt By subscriber subclasses or business processes

Critical Business Processes Report

critical_business_processes.rpt By business process

Critical Business Users Report critical_business_users.rpt N/A

Critical Business Users by Class Report

critical_business_users_c.rpt By subscriber subclasses

Critical Devices Report critical_devices.rpt N/A

Event Summary Report event_summary.rpt By class, instance, event

InCharge Effectiveness Report incharge_effectiveness.rpt N/A

Open Events Report open_events.rpt N/A

Open Events by Class Event Report

open_events_by_ce.rpt By class, event

Open Events by Element Report

open_events_by_element.rpt By element

Open Events by Owner Report open_events_by_owner.rpt By owner


R u n n i n g t h e R e po r t M a n a g e r C o m p o n e n t s a s S e r v i c e s

Table 15: Tool Names, Crystal Reports, Context Requirements

Running the Report Manager Components as ServicesIt is recommended that the components of the InCharge SQL Data Interface be installed as services. Services are programs that, once started, are generally intended to run continuously. On both Windows and UNIX, services are administered by the sm_service utility. (See the InCharge System Administration Guide for additional information about the sm_service utility.) Components installed as services start automatically upon system reboot; those not installed as services (manual processes or disabled processes) require that you issue commands to start and stop them as necessary.

Note: The SDI Summary adapter summarizes all notification data from the date of the last summarization. It is best to do this daily. Use the InCharge sm_sched utility to schedule the SDI Summary Adapter. Reports that include daily data are more informative. See the InCharge IP Deployment Guide for information about the sm_sched utility.

When installed as services during the installation process, the components of the SQL Data Interface are set up with default parameters.

The default parameters for the SDI Adapter are:

▼BASEDIR/smarts/bin/sm_service install --startmode=runonce --description="SMARTS Report Manager Server" ic-sdi-server BASEDIR/smarts/bin/sm_sdi --name=INCHARGE-SDI --config=sdi/sdi --output ▲

Operator Workload Report operator_overload.rpt N/A

Post Mortem Report post_mortem.rpt N/A

Recurring Events Report recurring_events.rpt N/A

Unassigned Events Report unassigned_events.rpt N/A

TOOL NAME CRYSTAL REPORT CONTEXT



The default parameters for the SDI Summary Adapter are:

▼BASEDIR/smarts/bin/sm_service install --startmode=runonce --description="SMARTS Report Manager Summary" ic-sdi-summary BASEDIR/smarts/bin/sm_sdi --name=INCHARGE-SDI --config=sdi/summary --output ▲

The default parameters for the SDI Summary Device Adapter are:

▼BASEDIR/smarts/bin/sm_service install --startmode=runonce --description="SMARTS SDI Summary Device Adapter" ic-sdi-summary BASEDIR/smarts/bin/sm_sdi --name=INCHARGE-SUM-DEVICE --nonpriv --config=sdi/device --output ▲


Manually Starting and Stopping the Report Manager Components

If the components of the InCharge SQL Data Interface are not installed as services, they can be manually started and stopped with the sm_service utility when necessary.

The syntax for the sm_service start action is:

# sm_service start <name> [<name> ...]

The syntax for the sm_service stop action is:

# sm_service stop <name> [<name> ...]

The following provide examples of the sm_service start and stop actions.

For the start action:

# BASEDIR/smarts/bin/sm_service start ic-sdi-server

For the stop action:

# BASEDIR/smarts/bin/sm_service stop ic-sdi-server

The components of the SQL Data Interface that are installed as services on Windows can also be started and/or stopped from the Windows desktop.


U s i n g t h e s d i - a r c h i v e U t i l i t y t o M a i n t a i n t h e D a t ab a s e

To start a service from the Windows desktop, perform the following:

• Select Settings > Control Panel > Administrative Tools.

• Select Services

• Select the InCharge service.

• Choose Start or Stop.

See the InCharge System Administration Guide for additional information about starting and stopping InCharge applications, and for information about registering the SQL Data Interface as a service on Windows.

Using the sdi-archive Utility to Maintain the Database

The sdi-archive utility exports data from the InCharge Report Manager database to .dmp files, and then deletes the data from the database tables. In other words, it cleans out the database and reduces its size. The utility should be used on a schedule determined by customer policy and/or rate at which the SDI database/tablespace is filled.

There are two versions of the utility: one for Oracle databases on UNIX, and one for MS SQL databases on Windows. There is no utility for Oracle databases on Windows.

The sdi-archive Uti l i ty on UNIXThe utility for Oracle on UNIX, sdi-archive.sh, is located in the BASEDIR/smarts/script/sdi-archival directory. In order to have access to the Oracle exp utility, the sdi-archive utility must be executed on the same server on which the database server is installed. This utility is not available on a server where only client software is installed.

The utility uses two external utilities, exp and sqlpus, and produces the following files in the script directory.

• sdi-export.log

• sdi-archive.log

• notifdat.dmp

• attrsdat.dmp



• devicedat.dmp

• summarydat.dmp

Note: The .dmp files, which contain the data from the database, must be backed up after you run the utility. If you do not back up the files, they will be overwritten when you next use the utility, and you will lose critical data.

The sdi-archive Uti l i ty on WindowsThe utility for MS SQL on Windows, sdi-archive.cmd, is located in the BASEDIR/smarts/script directory, and must be run from that directory.

The utility uses two external utilities, bcp and isql, and produces the following files in the script directory.

• sdi-export.log

• sdi-archive.log

• notifdat.dmp

• char_attrsdat.dmp

• int_attrsdat.dmp

• notif_serverdat.dmp

• devicedat.dmp

• summarydat.dmp

Note: The .dmp files, which contain the data from the database, must be backed up after you run the utility. If you do not back up the files, they will be overwritten when you next use the utility, and you will lose critical data.

Running the sdi-archive Uti l i ty on UNIXBefore you run the sdi-archive utility on UNIX, edit BASEDIR/scripts/sdi-archive.sh:

ORACLE_HOME="/opt/oracle00/app/oracle/product/8.0.5"

(Path to the Oracle installation)

LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$ORACLE_HOME/lib



When you run the sdi-archive utility on UNIX, you need to specify various parameters which define the data that you need to remove. The following lists the parameters (in bold) that you must specify in the command line.

sdi-archiveDatabase=databaseName \Username=userName \Password=passWord \Archive=True/False \ClearedAtDate="DD-MON-YYYY" \ClearedAtDays=integer \SummaryDate="DD-MON-YYYY" \SummaryDays=integer \Debug=0 \

Table 16 lists and describes the parameters along with their dependencies.

Table 16: sdi-archive Parameters

PARAMETERREQUIRED OR

OPTIONALDESCRIPTION

Database Required Database service name

Username Required Database user name

Password Required Database user password

Archive Optional If True, the data is deleted; if False, the data is not deleted.If Archive=True, either ClearedAtDate or ClearedAtDays is required.

ClearedAtDate Required if ClearedAtDays is not specified

Cleared at date. All notifications which are cleared on or before this date are exported and deleted.

ClearedAtDays Required if ClearedAtDate is not specified

The number of days before today. All notifications which are cleared on or before n days before today are exported and deleted.

SummaryDate Required if SummaryDays is not specified

Cleared at date. All summarized data on or before this date are exported and deleted.

SummaryDays Required if SummaryDate is not specified

The number of days before today. All summarized data n days before today are exported and deleted.

Debug Optional The values are 0 or 1. If 0, debug is disabled; if 1, it is enabled.



Running the sdi -archive Uti l i ty on WindowsBefore you run the sdi-archive utility on Windows, you need to edit the sdi-archive.cmd script file. The file is located in the BASEDIR/smarts/script directory. The parameters in the file, which define the data that you need to remove, are the same as those used in the UNIX command line. Edit the parameters to reflect your environment.

Run the sdi-archive utility from the BASEDIR/smarts/script directory.

Import ing the .dmp Fi lesAfter you use the sdi-archive utility to remove data from the InCharge Report Manager database and back up the files, it may become necessary to reload the data into the database to include historical data in reports.

The succeeding sections describe how to import data into the database that was previously exported by the sdi-archive utility.

F o r O r a c l e o n U N I X

For Oracle on UNIX, use Oracle’s import utility to import the archived data into the InCharge Report Manager database.

Export ORACLE_HOME to the installation directory of Oracle.

On Solaris/Linux:

Export LD_LIBRARY_PATH = $LD_LIBRARY_PATH:$ORACLE_HOME/lib

On HPUX:

Export SHLIB_PATH = $SHLIB_PATH:$ORACLE_HOME/lib

Run as:

▼%$ORACLE_HOME/bin/imp username/password@database FILE=notifdat.dmp IGNORE=Y FULL=Y▲

▼%$ORACLE_HOME/bin/imp username/password@database FILE=attrsdat.dmp IGNORE=Y FULL=Y▲

F o r M S S Q L o n W in d o w s

For MS SQL on Windows, use MS SQL’s bcp utility to import the archived data into the InCharge Report Manager database. Execute the following:

▼C:\"\Program Files\Microsoft SQL Server\80\Tools\Binn\bcp" IC_T_Notification_Occurrences in "notifdat.dmp" -S "server" -U "user" -P "password" -n▲



▼C:\"\Program Files\Microsoft SQL Server\80\Tools\Binn\bcp" IC_T_Occurrence_Char_Attrs in "char_attrsdat.dmp" -S "server" -U "user" -P "password" -n▲

▼C:\"\Program Files\Microsoft SQL Server\80\Tools\Binn\bcp" IC_T_Occurrence_Int_Attrs in "int_attrsdat.dmp" -S "server" -U "user" -P "password" -n▲

▼C:\"\Program Files\Microsoft SQL Server\80\Tools\Binn\bcp" IC_T_Occurrence_Servers in notif_serverdat.dmp -S "server" -U "user" -P "password" -n▲



5

Crystal Enterprise Reports

This chapter describes the pre-defined reports that are included with InCharge Report Manager. The reports are in Crystal Enterprise Report format and can be used with Crystal Enterprise, or they can serve as templates for reports in another report application.

Pre-defined ReportsInCharge Report Manager includes pre-defined reports that can be used to display or print a wide variety of operations and management reports. The pre-defined report files include:

• Acknowledged Events

• All Active Inactive Events by Device

• Availability Summary

• Critical Business Users (requires InCharge Business Impact Manager)

• Business Snapshot (requires InCharge Business Impact Manager)

• Critical Business Processes (requires InCharge Business Impact Manager)

• Critical Devices

• Open Events

• Operator Workload

• Post Mortem



• Recurring Events

• Service Assurance Manager Authentic Problems

• Unassigned Events

Sub-reports can be accessed from the primary reports by selecting the sub-report title from the primary report (or from the report that is above the sub-report in the report hierarchy).

Note: When necessary, additional access rights to the reports can be set up through the Crystal Enterprise Management Console.

Report DescriptionsThe following sections describe the pre-defined reports, diagram the hierarchy of the reports and their associated sub-reports (where applicable), and provide examples of some of the reports.


Re po r t D e s c r i p t i o n s

Acknowledged EventsThe Acknowledged Events Report allows managers to track the number of events that receive proper attention by operators. This historical report can be run frequently (daily or weekly) to help understand the effectiveness of operators.

This report lists open, acknowledged, root-cause notifications associated with all classes of devices. The report highlights open events that have the longest duration, with a graph of the top five notifications by duration and an ordering of notifications by descending duration.

From this report, you can access several levels of sub-reports. Figure 18 illustrates the sub-reports that are associated with the Acknowledged Events Report.

Figure 18: Acknowledged Events Report and Sub-reports

The following figures provide an example of the Acknowledged Events Report. Note that it highlights the length of time that the acknowledged events have been open.

Event Details

Event Summary

Acknowledged Events



Figure 19: Acknowledged Events Report (Graph)

Figure 20: Acknowledged Events Report (Table Sample)



As noted in Figure 18, you can access an Event Summary Report from the Acknowledged Events Report. The Event Summary Report lists all occurrences of a given event that has occurred in the last 30 days (or the time interval specified when the report was published). For each event occurrence, it summarizes the history of the event over time: notification, ownership, acknowledgment and resolution.

The following figures provide an example of the Event Summary Report.

Figure 21: Event Summary Report (Graph)



Figure 22: Event Summary Report (Table Sample)

As also noted in Figure 18, you can access an Event Details Report from the Event Summary Report. This report lists all of the notification attributes associated with an event occurrence.

The following figures provide an example of the Event Details Report.



Figure 23: Event Details Report (Page 1)



Figure 24: Event Details Report (Page 2)



All Act ive Inact ive Events by DeviceThe All Events by Device Report is an interesting report to run on a regular basis (daily, weekly or monthly). It provides an historical list of any events, cleared or still active, that occurred on an element. The All Active Inactive Events by Device Report provides a good indication of an element’s health. You may, for example, notice that an element gets reoccurring events, or you may notice notification activity that occurs on a specific device or application in the network. The report runs against all Incharge classes.

The report lists all active and inactive events by owner, and indicates whether an event is ACTIVE or INACTIVE. The report is ordered by descending duration.

The following figure provides an example of the All Active Inactive Events by Device Report.

Figure 25: All Active Inactive Events by Device Report



Avai lab i l i ty SummaryThe Availability Summary Report assesses how well infrastructure and business entities have met service level agreements. The report can be run on a monthly basis so that managers can quickly determine priorities. This report runs against all InCharge classes.

This report summarizes the availability of devices (with and without problems) for the last 30 days (or the time interval specified when the report was published). The reports excludes time intervals that any elements are set to in-maintenance. The report can be run for a specific class.

The report includes percentage availability and maximum outage by system within a 24-hour period, and is ordered by increasing availability. A graph highlights the bottom five elements by availability.

From this report, you can access several levels of sub-reports. Figure 26 illustrates the sub-reports that are associated with the Availability Summary Report.

Figure 26: Availability Summary Report and Sub-reports

The following figures provide an example of the Availability Summary Report.

Event Detail

Event Summary

Open EventsBy Element

Availability Summary



Note that the Last Summary Date indicates the last date for which summary data was available. Data from that time through the Generated Date are not included in the report calculations. In other words, the currency of the data is dependent upon the frequency at which the Summarization Adapter runs. Reports are most reliable when the Summarization Adapter is run on a daily basis.

Figure 27: Availability Summary Report (Beginning)

Figure 28: Availability Summary Report (Table Sample)



Figure 29: Availability Summary Report (Graph)



Crit ica l Bus iness Users The Critical Business Users Report provides historical information about the health of your business. The report presents the average availability and outage hours for each of your Customers, Business Units, Departments, Lines Of Business, Organizations, and Service Subscribers. The report can be executed from the Report Tool, Critical Business Processes Report, to include only a specific business class.

The report, which highlights business users who experience the most network outages, includes percentage availability and maximum outage by customer, and is ordered by increasing availability. A graph highlights the bottom five customers by availability.

From this report, you can access several levels of sub-reports. Figure 30 illustrates the sub-reports that are associated with the Critical Business Users Report.

Figure 30: Critical Business Users and Sub-reports

The following figures provide an example of the Critical Business Users Report.

Event Details

Business Snapshot

Critical Business Users

Event Summary

Event Details

Event Summary Business AvailabilityFor Business User

Closed EventsBy Summary



Figure 31: Critical Business Users Report (Beginning)

Figure 32: Critical Business Users Report (Table Sample)



Figure 33: Critical Business Users Report (Graph)

As noted in Figure 30, a Business Snapshot Report can be accessed from the Critical Business Users Report. The report lists open events that have occurred during the reporting period, and summarizes availability of the infrastructure that supports a given customer. The report links to business availability and recently closed events.

The following figure provides an example of the Business Snapshot Report.



Figure 34: Business Snapshot Report

The following figures provide an example of the Business Availability Report that is linked to the Business Snapshot.



Figure 35: Business Availability Report (Beginning)

Figure 36: Business Availability Report (Graph)



Crit ica l Bus iness ProcessesThe Critical Business Processes Report provides historical information specific to your business processes. It is essential for IT managers and upper management. At a glance, you can view the availability and outage hours of critical processes in your organization, as well as drill down to the details of an event. The report can be run on a regular basis (weekly or monthly). This report runs against the InCharge Business Process class.

This report summarizes the availability of business processes for the last 30 days (or the time interval specified when the report was published). Business processes with the lowest availability are highlighted.

From this report, you can access several levels of sub-reports. Figure 37 llustrates the sub-reports that are associated with the Critical Business Processes Report.

Figure 37: Critical Business Processes Report and Sub-reports

The following figures provide an example of the Critical Business Processes Report.

Event Details

Business ProcessSnapshot

Critical Business Process

Event Summary

Event Details

Event SummaryBusiness

Availability For Business Process

Closed EventsBy Summary



Figure 38: Critical Business Processes Report (Beginning)

Figure 39: Critical Business Processes Report (Table Sample)



Figure 40: Critical Business Processes Report (Graph)



Crit ica l DevicesThe Critical Devices Report provides you with a list of elements that are or were a root-cause problem in your network. The report can be run on a regular basis to pinpoint the elements with frequent root-cause problems. It can help you assess the devices or applications that are impacting your business. The report runs against all InCharge classes.

This report lists devices with root-cause events. The report, which shows the longest total outage for devices over time, includes notification count, total notification duration in hours, and total impact for devices with root-cause events. A graph highlights the top five devices by total notification duration.

From this report, you can access several levels of sub-reports. Figure 41 illustrates the sub-reports that are associated with the Critical Devices Report.

Figure 41: Critical Devices Report and Sub-reports

The following figures provide an example of the Critical Devices Report.

Note that the report includes notifications that are currently active, or that have been active in the last 7 days, and have a duration greater than 15 minutes.

Event Details

Event Summary

Open EventsBy Element

Critical Devices



Figure 42: Critical Devices Report (Graph)



Figure 43: Critical Devices Report (Table Sample)



Open EventsThe Open Events Report is an interesting report to run on a regular basis (daily, weekly or monthly). It provides an historical list of outstanding open events that need to be resolved. Open events are a good indication of your network health, and network configuration. The report may include a long list of minor open events that are simply due to mis-configuration, or are due to known problems that should be fixed. The report runs against all InCharge classes.

The information provided in the Open Events Report is similar to the information provided in the Global Console. However, the Open Events Report allows access to historical information for a particular notification through the Event Summary link.

The report includes attributes for active events, and is ordered by descending duration. A graph highlights the top five notifications by duration.

From this report, you can access several levels of sub-reports that link to the history of the events. Figure 44 illustrates the sub-reports that are associated with the Open Events Report.

Figure 44: Open Events Report and Sub-reports

The following figures provide an example of the Open Events Report.

Event Details

Event Summary

Open Events



Figure 45: Open Events Report (Graph)



Figure 46: Open Events Report (Table Sample)



Operator WorkloadThis report lists the workload of operators through their ownership of active notifications and their impact. The report, which shows the operators with the most number of open events assigned to them, includes category, event count, device count, and total active impact of a set of notifications by owner. A graph highlights the top five operators by the number of active notifications that they own. The report runs against all InCharge classes.

From this report, you can access several levels of sub-reports. Figure 47 illustrates the sub-reports associated with the Operator Workload Report.

Figure 47: Operator Workload Report and Sub-reports

The following figures provide an example of the Operator Workload Report.

Event Details

Event Summary

Open EventsBy Owner

Operator Workload



Figure 48: Operator Workload Report (Graph)



Figure 49: Operator Workload Report (Table Sample)



Post MortemThe Post Mortem Report helps you to understand the performance of your network, and helps you to determine if your operators successfully resolve problems. The report should be run on a regular basis (monthly). If the report shows multiple events with very long durations, it is an indication that your network is not performing well and/or that problems do not receive proper attention. The report runs against all InCharge classes.

This report includes notification attributes for events (with a duration greater than 15 minutes) that have cleared during the last 30 days (or the time interval specified when the report was published). The report is ordered by descending duration. A graph highlights the top five notifications by duration.

From this report, you can access several levels of sub-reports that link to the history of the events. Figure 50 illustrates the sub-reports that are associated with the Post Mortem Report.

Figure 50: Post Mortem Report and Sub-reports

The following figures provide an example of the Post Mortem Report.

Event Detail

Event Summary

Post Mortem



Figure 51: Post Mortem Report (Graph)



Figure 52: Post Mortem Report (Table Sample)



Recurr ing EventsThe Recurring Events Report helps operators identify problems that keep repeatedly occur in the network. It can help to pinpoint whether problems are from defective hardware or from a congested network. The report should be run on a daily and weekly basis. The report runs against all InCharge classes.

This report lists event types, and identifies those with the most occurrences and/or greatest total impact for the last 30 days (or the time interval specified when the report was published). The report, which shows the events that have affected the most devices over time, includes event count, device count, total impact, and total active impact for Class/Event pairs. A graph highlights the top five Class/Event pairs by number of affected elements.

From this report, you can access several levels of sub-reports. Figure 53 illustrates the sub-reports that are associated with the Recurring Events Report.

Figure 53: Recurring Events Report and Sub-reports

The following figures provide an example of the Recurring Events Report.

Event Summary

Open EventsBy Class::Event

Recurring Events

Event Detail



Figure 54: Recurring Events Report (Graph)



Figure 55: Recurring Events Report (Table Sample)



Service Assurance Manager Authentic ProblemsThe Service Assurance Manager Authentic Problems Report provides you with statistics about the number of root-cause problem the InCharge products have identified. The report runs against all InCharge classes.

This report summarizes the percentage of authentic (root-cause) problems detected for the last 30 days (or the time interval specified when the report was published). The report lists root-cause count, symptom count, and total notification count by day for the last 30 days, and is ordered by descending dates. A graph plots the root-cause count for the reporting interval.

There are no sub-reports associated with the Authentic Problems Report.

The following figures provide an example of the Authentic Problems Report.

Figure 56: Service Assurance Manager Authentic Problems Report (Graph)



Figure 57: Service Assurance Manager Authentic Problems Report (Table Sample)



Unassigned EventsIt is essential for managers to run the Unassigned Events Report on a daily basis so that they can assess unresolved problems, and assign personnel to troubleshoot those problems. The report runs against all incharge classes.

This report lists active events that have no owner. The report includes notification attributes for active events with no associated owner. A graph highlights the top five notifications by duration.

From this report, you can access several levels of sub-reports that link to the history of the events. Figure 58 illustrates the sub-reports that are associated with the Unassigned Events Report.

Figure 58: Unassigned Events Report and Sub-reports

The following figures provide an example of the Unassigned Events Report.

Event Detail

Event Summary

Unassigned Events



Figure 59: Unassigned Events Report (Graph)



Figure 60: Unassigned Events Report (Table Sample)


A

Report Manager Installation

Checklist

The following checklist summarizes the steps that need to be completed when installing InCharge Report Manager.

Data points that you need to collect are represented in BOLD __________

Data points to reference are represented in BOLD (list entry)


WEB_SERVER Domain name of the web server serving the Crystal Enterprise 10 web content

WEB_SERVER_PORT Port number of the web server serving the Crystal Enterprise 10 web content

Oracle_Host The server hosting the Oracle Database Server

ORACLE_SID Oracle service identifier (SID) defined via SQL Net to access the Oracle Database Server

Oracle_Port The port number of the Oracle Listener port

DBA_User The database user ID with permissions to create databases/tablespaces/users/tables

DBA_User_Password The password for the database user

MSSQL_Server The name of the MS-SQL Server

SDI_USER SQL Data Interface (SDI) database user ID with rights to insert/update/delete entries in/from InCharge Database Schema

Report Manager Installation Checklist


Table 17: Installation Data Points

1 The following software is required to complete the installation of Report Manager 1.2

• InCharge Supplied Software

• SAM 6.2 CD (includes DataDirect ODBC Connect 4.2)

• Crystal Enterprise 10 CD

• Crystal Enterprise License

• Third-Party Software

• Windows

Database Server:

- Oracle 8i/9i

- MS-SQL

Database Client Software:

- Oracle Client Library

- SQL Net

ODBC Drivers:

SDI_USER_PASSWORD The password for the SDI user

SAM_SERVER_NAME The name of the Service Assurance Manager server

SMHOME The installation of InCharge products

DSN_NAME The ODBC data source name (DSN)

SDI_NOTIFICATION_LIST The notification list to which SDI subscribes

CRYSTAL_APS Crystal Application Server (APS) that controls all Crystal Enterprise processes

CRYSTAL_INSTALLATION_HOME

The path in which Crystal is installed

CRYSTAL_USER Crystal user ID with access to InCharge reports

CRYSTAL_PASSWORD The password for the Crystal user

INCHARGE_REPORTS_HOME

The location from which InCharge Crystal Reports are published



- MS ODBC for SQL Server

- MS ODBC for Oracle

HTTP Server:

- IIS 5.0/6.0

WEB_SERVER _______________

WEB_SERVER_PORT _______________

• Unix

Database Server:

- Oracle 8i/9i

Database Client Software:

- SQL Net

HTTP Server:

Apache 1.3.20/2.0

WEB_SERVER _______________

WEB_SERVER_PORT _______________

2 Database Tasks I

• Install/Identify Database Server

• Oracle

Oracle_Host _______________

ORACLE_SID _______________

Oracle_Port _______________

DBA_User _______________

DBA_User_Password _______________

• MS SQL

MSSQL_Server _______________

DBA_User _______________

DBA_User_Password _______________

• Calculate size of required database

• Create Database Instance for InCharge Schema



• Create SDI user:

SDI_USER _______________

SDI_USER_PASSWORD _______________

3 Install SAM 6.2 – SAM and Report Manager

SAM_SERVER_NAME _______________

SMHOME _______________

Add the following variables to BASEDIR/local/conf/runcmd_env.sh (cmd):

Table 18: runcmd_env Variables

4 Database Tasks II

• Instantiate InCharge Database Schema (using sqlplus or isql)

• Ensure SDI_User has access to the InCharge Database Schema

• Set up ODBC

• Windows

- ODBC Administrator on SDI server and Crystal Server

- DSN_NAME _______________

BASEDIR/LOCAL/CONF/RUNCMD_ENV.SH (CMD) REFERENCE IN CHECK LIST

On Solaris: SMHOME (Step 3)

LD_LIBRARY_PATH=BASEDIR/smarts/datadirect-odbc/lib

ODBCINI=BASEDIR/smarts/datadirect-odbc/odbc.ini

On HP-UX: SMHOME (Step 3)

SHLIB_PATH=BASEDIR/smarts/datadirect-odbc/lib

ODBCINI=BASEDIR/smarts/datadirect-odbc/odbc.ini


Table 19: ODBC Administrator Parameters (MS-SQL)

Table 20: ODBC Administrator Parameters (Oracle)

• Unix

- DataDirect 4.2: odbc.ini on SDI server

- DSN_NAME _______________

Table 21: odbc.ini Parameters

5 SAM Configuration Tasks

• Define/create notification list for SDI with Administration Console

SDI_NOTIFICATION_LIST _______________

6 Report Manager Configuration Tasks

WINDOWS ODBC ADMINISTRATOR -

MS-SQLREFERENCE IN CHECKLIST

Server MSSQL_SERVER (Step 2)

LoginID SDI_USER (Step 2)

Password SDI_PASSWORD (Step 2)

WINDOWS ODBC ADMINISTRATOR

- ORACLEREFERENCE IN CHECKLIST

Server ORACLE_SID (Step 2)

User Name SDI_USER (Step 2)

BASEDIR/DATADIRECT-ODBC/ODBC.INI REFERENCE IN CHECK LIST

Driver=SAM_ODBC_INSTALL/lib/S6ora19.so

SMHOME (Step 3)/datadirect-odbc

HostName=Oracle server Oracle_Host (Step 2)

PortNumber=Oracle server port Oracle_Port (Step 2)

SID=Oracle SID ORACLE_SID (Step 2)

LogonID=XXXXXXX SDI_USER (Step 2)

Password=YYYYYYY SDI_PASSWORD(Step 2)



Table 22: Configuration Parameters

7 Start Report Manager Adapters using sm_service

CONFIGURATION FILE - PARAMETER REFERENCE IN CHECK LIST

BASEDIR/smarts/local/conf/sdi/sdi/sdi_ics.confRemoteServerName

SAM_SERVER_NAME (Step 3)

BASEDIR/smarts/local/conf/sdi/sdi/sdi_ics.confNLName

SDI_NOTIFICATION_LIST (Step 5)

BASEDIR/smarts/local/conf/sdi/sdi/sdi_odbc.confservername

DSN_NAME (Step 4)

BASEDIR/smarts/local/conf/sdi/summary/sdi_odbc.confservername

BASEDIR/smarts/local/conf/sdi/device/sum_device.confservername

BASEDIR/smarts/local/conf/sdi/sdi/sdi_odbc.confusername

SDI_USER (Step 2)

BASEDIR/smarts/local/conf/sdi/summary/sdi_odbc.confusername

BASEDIR/smarts/local/conf/sdi/device/sum_device.confusername

BASEDIR/smarts/local/conf/sdi/sdi/sdi_odbc.confpassword

SDI_USER_PASSWORD (Step 2)

BASEDIR/smarts/local/conf/sdi/summary/sdi_odbc.confpassword

BASEDIR/smarts/local/conf/sdi/device/sum_device.confpassword


8 Install Crystal Enterprise 10 CD

CRYSTAL_APS _______________

CRYSTAL_INSTALLATION_HOME _______________

CRYSTAL_USER _______________

CRYSTAL_PASSWORD _______________

9 Copy BASEDIR/smarts/conf/sdi to server where Crystal Enterprise 10 is installed:

INCHARGE_REPORTS_HOME _______________

10 Edit ic-sdi-reports-setup.cmd/sh

Table 23: ic-report-setup Parameters

11 Run ic-sdi-reports-setup.cmd/sh

12 Publish reports:

http://WEB_SERVER:WEB_SERVER_PORT/crystal/publish/publish.html

BASEDIR/SCRIPT/IC-REPORT-

SETUP.CMD/SH REFERENCE IN CHECK LIST

Crystal_Installation_Home CRYSTAL_INSTALLATION_HOME (Step 8)

SMHOME SMHOME (Step 3)

InCharge_Reports_Home INCHARGE_REPORTS_HOME (Step 9)

INITIAL PUBLISHING SCREEN REFERENCE IN CHECK LIST

APS Name CRYSTAL_APS (Step 8)

User Name CRYSTAL_USER (Step 8)

Password CRYSTAL_PASSWORD (Step 8)

Crystal Web Server Name WEB_SERVER (Step 4)

Crystal Web Server Ports WEB_SERVER_PORT (Step 4)

Report Location INCHARGE_REPORTS_HOME (Step 9)

Database Type MS-SQL- ODBCOracle - Oracle



Table 24: Publishing Parameters

13 Run reports

http://WEB_SERVER:WEB_SERVER_PORT/crystal/enterprise10/

desktoplaunch/launchpad.html

14 Import report tools into SAM server using sm_config

15 Associate reporting tools with user profiles using the Global Administration Console

16 Install report tools on operator workstations

Edit BASEDIR/smarts/actions/client/Reporting.cmd/sh:

BROWSER_PATH=C:\Program Files\Plus!\Microsoft Internet\IEXPLORE.EXE

Path to the HTTP browser on operator's workstation:

REPORTING_URL=http://crystal/enterprise/ePortfolio/en/default.htm

Path to the Crystal Launchpad: http://WEB_SERVER:WEB_SERVER_PORT/crystal/enterprise10/desktoplaunch

17 Edit report config file.

Report DSN/Server MSSQL - DSN_NAME (Step 4)Oracle - ORACLE_SID (Step 2)

Database User SDI_USER (Step 2)

Database Password SDI_PASSWORD (Step 2)

Database Table Prefix MSSQL - EmptyOracle - SDI_USER (Step 2)

BASEDIR/LOCAL/ACTIONS/CLIENT/

REPORTS/REPORT_CONF.CMD(SH) REFERENCE IN CHECK LIST

BROWSER_DIR

INITIAL PUBLISHING SCREEN REFERENCE IN CHECK LIST


Table 25: report_conf File Parameters

18 Run reports from the Global Console using tools menu.

Crystal_Enterprise_Server WEB_SERVER (Step 4)

Crystal_User CRYSTAL_USER (Step 8)

Crystal_Password CRYSTAL_PASSWORD (Step 8)

Reporting_Web_Server_Port WEB_SERVER_PORT (Step 4)

BASEDIR/LOCAL/ACTIONS/CLIENT/

REPORTS/REPORT_CONF.CMD(SH) REFERENCE IN CHECK LIST


B

Installing Crystal Enterprise

This appendix provides notes and tips for installing Crystal Enterprise on both Windows and UNIX. Some of the notes are from the Crystal Enterprise 10 Installation Guide.

Installing Crystal Enterprise on WindowsThe following points are important for installing Crystal Enterprise on Windows.


• Ensure that the HTTP server is installed on Windows or UNIX before installing Crystal Enterprise 10

• Review the Crystal Enterprise 10 Installation Guide, and reference it whenever needed during the installation. The guide is available on Crystal Enterprise 10 CD.

• You need the following information: your database server name, DBA user name and DBA user password, and your ODBC information.

• You need administrator privileges for the installation.

• Insert the Crystal Enterprise 10 CD into your CD drive.



• Run the Setup.exe.

• Follow the install shield instructions.

• Bypass the Crystal Enterprise publishing wizard. InCharge provides a publishing tool.

• When the installation is finished, verify that all of the Crystal services are running. Go to Start>Programs>Crystal Enterprise 10>Crystal Configuration Manager.

• Verify that Crystal has successfully installed. Open a web browser and type:

http://<webservername>/crystal/enterprise10

Where <webservername> is the name of your HTTP server

Installing Crystal Enterprise on UNIXThe following points are important for installing Crystal Enterprise on UNIX.

• Review the Crystal Enterprise 10 Installation Guide, and reference it whenever needed during the installation. The guide is available on Crystal Enterprise 10 CD.

• You need the following information: your database server name, DBA user name and DBA user password, and your ODBC information.

• You need root privileges to create a specific user account and group under which the Crystal Enterprise daemons can run. You need to log on as this user in order to perform the remainder of the installation procedures. (Although you need root privileges to set up this account, the account itself does not require root privileges. Neither the installation scripts nor Crystal Enterprise itself needs to run as root.)

• Create a new user called crystal, and set this user's primary group to the new crystal group.

• Assign a secure password to the new user account.

• The installation procedures use /usr/local/crystal as the installation directory. Set the new user's HOME directory to the installation directory. Ensure that crystal has read, write, and execute permissions on the new HOME directory.


I n s t a l l i n g C r y s t a l E n t e r p r i s e o n UN IX

• Assign the new user a default login shell, and create or modify the appropriate login script(s) for the Crystal user account. In particular, make sure that the login script(s) set up a default login environment that meets these requirements: The Crystal user's HOME directory must be included in the PATH environment variable. All of the commands and utilities required by the install.sh script must be accessible in the PATH environment variable. The Crystal user's login environment must set up to the database environment such that the install.sh script can access your database client software.

• Log on to your UNIX system under the new Crystal user account.

• Copy the install.sh script, the licensetext file (included with your product distribution), and the files containing the Crystal Enterprise binaries (with the extension .gz) from the full directory to your HOME directory.

• Go to the home directory: cd $HOME.

• Run the install: ./install.sh

• Follow the install shield instructions.

• Bypass the Crystal Enterprise publishing wizard. InCharge provides a publishing tool.

• When the installation is finished, verify that all the Crystal services are running. Use the following command from the Crystal Configuration Manager:

$HOME/crystal/ccm.sh -display

• Verify that Crystal has successfully installed. Open a web browser and type:

http://<webservername>/crystal/enterprise10

Where <webservername> is the name of your HTTP server.


C

Report Manager Database

Schema

InCharge Report Manager’s SQL Data Interface (SDI) transfers notifications from a Service Assurance Global Manager (Global Manager) to a relational database. Upon transfer, notification data is placed into a database schema, or set of tables, designed for InCharge notifications. The data can be extracted, either by Crystal Enterprise Reports or by another user-selected report application, to produce standard reports.

InCharge Report Manager’s Summarization Adapter processes the stored notification data on a daily basis, produces summarization data, and stores that data in a summary table. That data can also be used to generate reports.

This appendix describes the database schema that is used with InCharge Report Manager.

Database SchemaThe database schema used in conjunction with the Report Manager’s SQL Data Interface and its Summarization Adapter consists of several tables. Figure 61 depicts the tables.

Report Manager Database Schema


Figure 61: Report Manager Database Schema

The tables are designed to store different types of information about notifications, as well as summary data. The tables include:

• IC_T_Notification_Occurrences

This table contains a row for each notification that has occurred for a given element instance. Each notification (row) in the table includes all of the notification attributes for which a single value is stored.

IC_T_Collection_Members

COLLECTIONIDENTIFIERCOLCLASS

COLINSTANCEELEMENTCLASS

ELEMENTINSTANCEINSERTDTSUPDATEDTS

IC_T_Element_Summary

SUMMARYIDENTIFIERSUMMARYAT

ELEMENTCLASSELEMENTINSTANCE

OUTAGEINMAINTENANCE

MAXOUTAGEMAXINMAINTENANCE

ROOTCOUNTNOTIFICATIONCOUNT

INSERTDTSUPDATEDTS

IC_T_Occurrence_Servers

OCCURRENCEIDENTIFIERSERVER

INSERTDTSUPDATEDTS

IC_T_Occurrence_Char_Attributes

OCCURRENCEIDENTIFIERUPDATEIDENTIFIER

ATTRIBUTECHARNAMEATTRIBUTECHARVALUE

CHANGESTARTCHANGEENDINSERTDTSUPDATEDTS

IC_T_Occurrence_Int_Attributes

OCCURRENCEIDENTIFIERUPDATEIDENTIFIER

ATTRIBUTEINTNAMEATTRIBUTEINTVALUE

CHANGESTARTCHANGEENDINSERTDTSUPDATEDTS

IC_T_Sequencers

SEQUENCENAMESTARTINGVALUE

INCREMENTVALUECURRENTVALUE

INSERTDTSUPDATEDTS

IC_T_Sum_Sequencers

SEQUENCENAMESTARTINGVALUE

INCREMENTVALUECURRENTVALUE

INSERTDTSUPDATEDTS

IC_T_Notification_Occurrences

OCCURRENCEIDENTIFIERNAMECLASS

INSTANCEEVENT

NOTIFICATIONLISTCATEGORYNOTIFIEDATCLEAREDAT

LASTCHANGEDATDURATION

ELEMENTCLASSELEMENTINSTANCE

EVENTSTATEISROOT

CLEAREDONINITEVENTTEXTEVENTTYPEARCHIVEDATCREATEDATSEVERITY

CERTAINTYTROUBLETICKETID

INSERTDTSUPDATEDTS

IC_T_Summary_Device

ELEMENTCLASSELENMENTINSTANCESUMMARYSTARTAT

ISDELETEDINSERTDTSUPDATEDTS


D a t a b a s e S c h e ma

• IC_T_Occurrence_Servers

This table stores the information about the originating source(s) of each notification. A source can be an InCharge Domain Manager (for example, an Availability Manager or an Application Services Manager), an InCharge Open Integration server, an InCharge SMART adapter, or other original source. Each row shows the relationship between a notification and each reporting source.

• IC_T_Occurrence_Char_Attrs

This table stores character string data associated with the notification. Character string data includes user-defined attributes and owner. This table stores the history of the value changes for a given attribute to support historical reporting on a single notification.

• IC_T_Occurrence_Int_Attrs

This table stores integer data associated with the notification. It includes the acknowledgement, priority and in-maintenance attributes for notifications.This table stores the history of the value changes for a given attribute to support historical reporting on a single notification.

• IC_T_Collection_Members

This table contains the members of collection objects: subscribers, service offerings, and hierarchical groups.

• IC_T_Sequencers

This table provides a running counter of the OCCURRENCEIDENTIFIER or UPDATEIDENTIFIER fields in the IC_T_Notification_Occurences, IC_T_Occurence_Char_Attrs, IC_T_Occurrence_Int_Attrs, and IC_T_Collection_Members tables

• IC_T_Element_Summary

This table summarizes notification data (by default, Unresponsive notifications for infrastructure devices, and Impacted notifications for business elements), by day, for each device/element that is managed by InCharge Service Assurance Manager. The data is used to generate summary reports.



• IC_T_Summary_Device

This table stores device information collected from the Service Assurance Manager topology by the SDI Summary Device Adapter. The information is used to calculate outage summaries. The Summary Adapter summarizes the availability for topology as defined in this table.

• IC_T_Sum_Sequencers

This table provides a running counter of the SUMMARYIDENTIFIER field in the IC_T_Element_Summary table

IC_T_Noti f icat ion OccurrencesTable 26 describes the columns of the IC_T_Notification_Occurrences database schema.

COLUMN NAME TYPE DESCRIPTION

OCCURRENCEIDENTIFIER Integer The primary key for this table

NAME Varchar(255) The notification name assigned by Service Assurance

CLASS Varchar(255) The class name of the managed element where the event occurred

INSTANCE Varchar(255) The name of the instance where the problem was diagnosed

EVENT Varchar(255) The name of the notification

NOTIFICATIONLIST Varchar(255) The name of the notification list subscribed to by the SQL Data Interface that placed the information into the database.

CATEGORY Varchar(255) Represents a broad categorization of the event (for example, Availability versus Temperature). Valid values can be: Availability, Discovery, Error, Operational, Performance, PowerSupply, Resource, Temperature, and IMPACT

NOTIFIEDAT DateTime The date and time at which the event occurred (application server time)

CLEAREDAT DateTime The date and time at which the event was cleared (application server time)

LASTCHANGEDAT DateTime The date and time at which event attribute values were changed (application server time)



DURATION Float Duration is in seconds. For inactive notifications, this is the difference between NotifiedAt from ClearedAt. This represents the length of time it took to clear the notification.For active notifications, the default duration value is 0. Duration is only non-zero when a notification is cleared.

ELEMENTCLASS Varchar(255) The class name of the topology element associated with the event in the repository where this event resides. This may or may not have the same value as Class or may be empty.

ELEMENTINSTANCE Varchar(255) The name of the element

EVENTSTATE Integer Indicates the state of the notification:0 - Inactive (Cleared)1 - Active (Notified)2 - Unknown state

ISROOT Integer Yes indicates that the current notification is the root event. No indicates that the current notification is not a root event and is caused by another event.

CLEAREDONINIT Integer Indicates whether ClearedAt was set when the SQL Data Interface started or whether a clear was received from the Global Manager.At startup, all active notifications in the database are marked as cleared. They are then reactivated if they are still active in the Global Manager. This behavior ensures that notifications are not inappropriately marked as active in the database.1 - ClearedAt was cleared by the adapter.0 - ClearedAt was changed by change in the notification.

EVENTTEXT Varchar(255) The text that describes the event

EVENTTYPE Integer Indicates the nature of the event. A momentary event has no duration. A durable event has a period during which the event is active and after which the event is no longer active.

ARCHIVEDAT DateTime The date and time at which the record was archived in Service Assurance Manager

CREATEDAT DateTime The application server time at which the notification is created in Service Assurance Manager. Multiple notification occurrences may have the same CreatedAt time.




Table 26: Column Names of IC_T_Notification_Occurrences

IC_T_Occurrence_Servers Table 27 describes the columns of the IC_T_Occurrence_Servers database schema.

Table 27: Column Names of IC_T_Occurrence_Servers

SEVERITY Integer An enumerated value that describes the severity of the event from the notifier's point of view:1 - Critical, indicates a fatal condition and that the scope is broad (for example, an outage to a critical resource).2 - Major, indicates a serious condition.3 - Minor, indicates an abnormal condition but not a serious one.4 - Unknown, indicates that elements and/or events that are in an unknown state because of network or management connectivity failures.5 - Normal, indicates a normal state and that an event is purely informational.

CERTAINTY Float The certainty of this event.

TROUBLETICKETID Varchar(255) The last value of an external ticketing system identifier

INSERTDTS DateTime The date and time at which the record was inserted into the database

UPDATEDTS DateTime The date and time at which the record was updated in the database


OCCURRENCEIDENTIFIER Integer The joint Primary Key 1/Foreign Key that references IC_T_Notification_Occurrences

SERVER Varchar(255) The joint Primary Key 2. The name of the notifying server, for example, InCharge Open Integration, Availability Manager, Performance Manager, or some other original source.

INSERTDTS DateTime The date and time at which the record was inserted.

UPDATEDTS DateTime The date and time at which the record was updated.




IC_T_Occurrence_Char_AttrsTable 28 describes the columns of the IC_T_Occurrence_Char_Attributes database schema.

Table 28: Column Names of IC_T_Occurrence_Char_Attributes

IC_T_Occurrence_Int_AttrsTable 29 describes the columns of the IC_T_Occurrence_Int_Attributes database schema.


OCCURRENCEIDENTIFIER Integer The joint Primary Key 1/Foreign Key that references IC_T_Notification_Occurrences. The OccurrenceIdentifier, the UpdateIdentifier, and the AttributeName together uniquely identify the row in the table

UPDATEIDENTIFIER Integer The joint Primary Key 2, which identifies unique values of a single attribute for a notification occurrence

ATTRIBUTECHARNAME Varchar(255) The joint Primary Key 3 that uniquely identifies a character string attribute (for example, UserDefined1-UserDefined 10, Owner)

ATTRIBUTECHARVALUE Varchar(255) The value of the character attribute

CHANGESTART DateTime The date and time at which the attribute was assigned the ATTRIBUTECHARVALUE value

CHANGEEND DateTime The date and time at which the attribute was assigned a different value or the event was cleared


UPDATEDTS DateTime The date and time at which the record was last updated



Table 29: Column Names of IC_T_Occurrence_Int_Attributes

IC_T_Col lect ion MembersTable 30 describes the columns of the IC_T_Collection Members database schema. Each row in this table represents a member of a collection group (for example, Service Offering, or Hierarchical groups).


OCCURRENCEIDENTIFIER Integer The joint Primary Key 1/Foreign Key that references IC_T_Notification_Occurrences. The OccurrenceIdentifier, the UpdateIdentifier, and the AttributeName together uniquely identify the row in the table

UPDATEIDENTIFIER Integer The joint Primary Key 2, which identifies unique values of a single attribute for a notification occurrence

ATTRIBUTEINTNAME Varchar(255) The joint Primary Key 3 that uniquely identifies an integer attribute (for example, InMaintenance, Priority, Acknowledged)

ATTRIBUTEINTVALUE Integer The value of the integer attribute

CHANGESTART DateTime The date and time at which the attribute was assigned the ATTRIBUTEINTVALUE value

CHANGEEND DateTime The date and time at which the attribute was assigned a different value or the event was cleared




COLLECTIONIDENTIFIER Integer A unique sequencer value which is the primary key for the table. Jointly, CollectionIdentifier, ColClass, ColInstance, ElementClass, ElementInstance are unique

COLCLASS Varchar(255) The collection type (possible values are HierarchicalGroup, ServiceOffering, ServiceSubscriber, or subclasses)

COLINSTANCE Varchar(255) The collection name

ELEMENTCLASS Varchar(255) The element class name



Table 30: Column Names of IC_T_Collection Members

IC_T_SequencersTable 31 describes the columns of the IC_T_Sequencers database schema. Each row in the table is a running counter of the OCCURRENCEIDENTIFIER or UPDATEIDENTIFIER fields in the IC_T_Notification_Occurences, IC_T_Occurence_Char_Attrs, IC_T_Occurrence_Int_Attrs, and IC_T_Collection_Members tables.

Table 31: Column Names of IC_T_Sequencers

IC_T_Element SummaryTable 32 describes the columns of the IC_Element_Summary database schema. The table stores daily summaries of important data for each element in the topology. There may, in fact, be multiple rows per day, per element, if the Summarization Adapter is run twice in one day.

ELEMENTINSTANCE Varchar(255) The element instance name




SEQUENCENAME Varchar(255) The Primary Key. The sequence name: OccurenceIdentifier, UpdateIdentifier, or CollectionIdentifier

STARTINGVALUE Integer The beginning counter: 1

INCREMENTVALUE Integer The increment value: 1000

CURRENTVALUE Integer The current value: 1001


UPDATEDTS DateTime The date and time of the last update




Table 32: Column Names of IC_T_Element_Summary

Note: Only Down events are included in the calculation of OUTAGE, INMAINTENANCE, MAXOUTAGE, and MAXINMAINTENANCE. All events are included in the calculation of ROOTCOUNT and NOTIFICATIONCOUNT.

IC_T_Summary DeviceTable 33 describes the columns of the IC_T_Summary_Device database schema. The table stores device information gathered by the Summary Device Adapter. It is updated as the topology changes. New devices are added to the table; deleted devices are marked as deleted. Deleted devices are not considered during the summarization process.


SUMMARYIDENTIFIER Integer A unique sequencer value which is the primary key for the table. Jointly, SummaryIdentifier, SummaryAt, ElementClass, ElementInstance are unique

SUMMARYAT DateTime The date and time being summarized

ELEMENTCLASS Varchar(255) The element class being summarized

ELEMENTINSTANCE Varchar(255) The element instance being summarized

OUTAGE Float The unavailability of the device for a day, including in maintenance durations, in seconds

INMAINTENANCE Float The duration for the day that the device is in maintenance, in seconds

MAXOUTAGE Float The maximum outage time for the day, in seconds

MAXINMAINTENANCE Float The maximum in maintenance period, for the device, for the day, in seconds

ROOTCOUNT Integer The number of active root cause notifications for the device, for the day

NOTIFICATIONCOUNT Integer The number of notifications for the device





Table 33: Column Names of IC_T_Summary_Device

IC_T_Sum_SequencersTable 34 describes the columns of the IC_T_Sum_Sequencers database schema. Each row in the table is a running counter of the SUMMARYIDENTIFIER field in the IC_T_Element_Summary table.

Table 34: Column Names of IC_T_Sum_Sequencers


ELEMENTCLASS Varchar(200) The element class name

ELEMENTINSTANCE Varchar(200) The element instance name

SUMMARYSTARTAT DateTime The date and time from which the summary for this device will be calculated. This corresponds to the time the device was found by the Summary Device Adapter

ISDELETED Integer This indicates if the device is present in the topology. 0 indicates it is present; 1 indicates it was deleted




SEQUENCENAME Varchar(255) The unique sequence name initialized to IC_Element_Summary.SummaryIdentifier

STARTINGVALUE Integer The beginning counter: 1

INCREMENTVALUE Integer The increment value: 1000

CURRENTVALUE Integer The current value: 1001

INSERTDTS DateTime The date and time at which the record was inserted into the table

UPDATEDTS DateTime The date and time of the last update


D

Data Storage Calculations

This appendix provides information for calculating the data storage required by the InCharge SDI Adapter database.

Note that the sizes given in this appendix are approximate. The following variants affect the size of the tables in the database. The numbers in parentheses refer to cells in the table.

• Storage for indexes

• Database server differences

• The number of notifications notified per day - (1)

• The amount of time that data needs to be available for reporting – Aging (2)

• The number of topological elements that are monitored by SAM – (3)

• The number of topological elements in groups – (4)

• The number of UserDefined fields that are populated with data – (5)

• The number of changes made to notification attributes:

• InMaintenance

• Acknowledged

• Impact

• Owner

• UserDefined 1

• UserDefined 2



• UserDefined 3

• UserDefined 4

• UserDefined 5

• UserDefined 6

• UserDefined 7

• UserDefined 8

• UserDefined 9

• UserDefined 10


TABLE

ROW SIZE

COL SIZE

NOTIFICATIONS PER DAY

AGING

TOPOLOGICAL COUNT

TOPOLOGICAL COUNT IN

COLLECTIONS

NUMBER OF ATTRIBUTES

ROW COUNT

TABLE SIZE (F10)

IC_T

_NO

TIFI

CAT

ION

_ O

CC

URR

ENC

ES26

6510

7(1

) 10

00(2

) 90

N/A

N/A

N/A

(F1)

90

,000

239,

850,

000

IC_T

_OC

CU

RREN

CE

_CH

AR_

ATTR

S58

273

(1)

1000

(2) 9

0N

/AN

/A(5

) 6(F

2)

540,

000

314,

280,

000

IC_T

_OC

CU

RREN

CE

_IN

T_AT

TRS

349

44(1

) 10

00(2

) 90

N/A

N/A

3(F

3)

270,

000

94,2

30,0

00

IC_T

_OC

CU

RREN

CE

_SER

VERS

291

73(1

) 10

00(2

) 90

N/A

N/A

N/A

(F4)

90

,000

26,1

90,0

00

IC_T

_ELE

MEN

T_S

UM

MA

RY57

548

N/A

(2) 9

0(3

) 10

,000

N/A

N/A

(F5)

90

0,00

051

7,50

0,00

0

IC_T

_SU

MM

ARY

_DEV

ICE

443

74N

/AN

/A(3

) 10

,000

N/A

N/A

(F6)

10

,000

4,43

0,00

0

IC_T

_CO

LLEC

TIO

N_M

EMBE

RS83

611

9N

/AN

/AN

/A(4

) 20

00N

/A(F

7) 2

000

1,67

2,00

0

IC_T

_SU

M_S

EQU

ENC

ERS

335

56N

/AN

/AN

/AN

/AN

/A(F

8) 4

1340

IC_T

_SEQ

UEN

CER

S33

556

N/A

N/A

N/A

N/A

N/A

(F9)

133

5

Tota

l1,

198,

153,

675



Formulas. F1 through F10 refer to formulas referenced in cells in the table.

• F1 – Notifications Per Day * Aging

• F2 – Notifications Per Day * Aging * Number of char attributes

• F3 – Notifications Per Day * Aging * Number of int attributes

• F4 - Notifications Per Day * Aging (there may be some variant here if notifications are notified by more than one server)

• F5 – Aging * Topological Count

• F6 – Topological Count

• F7 – Topological Count in Collections

• F8 – Fixed at 4

• F9 – Fixed at 1

• F10 – Row Size * Row Count


Index

AAccessing Reports 46Acknowledged Events Report 57Active

SQL notification attribute 113All Active Inactive Events by Device Report 63Associating Report Tools with User Profiles 45Authentic Problems Report 90Availability Summary Report 64

BBASEDIR xiBusiness Availability Report 70Business Snapshot Report 69

CCategory

SQL notification attribute 112Certainty

SQL notification attribute 115, 116, 117, 118ClassDisplayName

SQL notification attribute 112ClearedAt

SQL notification attribute 112ClearedOnInit

SQL notification attribute 113Components 1Configuration

Microsoft SQL Database 15Oracle Database 14SQL Data Interface 28SQL Database for Oracle 14

Configuration FilesLocation 28

Configuring Report Tools 44Copying the Crystal Files 34Critical Business Processes Report 72Critical Business Users Report 67Critical Devices Report 75Crystal Enterprise

Copying the Crystal Files 34Installing on UNIX 106

Installing on Windows 105Publishing the Reports 35

DData Storage Calculations 121Database

Schema 109Database Administrator Tasks 11Database Maintenance 49DataDirect ODBC Driver 15Deploying Report Manager Components 8Deployment Scenarios 6Duration

SQL notification attribute 113

EElementClassName

SQL notification attribute 113ElementInstanceName

SQL notification attribute 113Event Details Report 60Event Summary Report 59EventDisplayName

SQL notification attribute 112EventText

SQL notification attribute 113EventType


GGlobal Manager 2

HHTTP Server 3, 9

IIC_T_Collection_Members 111, 116IC_T_Element_Summary 111, 117IC_T_Notification Occurrences 110IC_T_Notification_Occurrences 112IC_T_Occurrence Servers 111

Index


IC_T_Occurrence_Char_Attributes 111, 115IC_T_Occurrence_Int_Attributes 111, 115IC_T_Occurrence_Servers 114IC_T_Sequencers 111, 117IC_T_Sum_Sequencers 112, 119IC_T_Summary_Device 112, 118Importing Report Tools 44InMaintenanceAt

SQL notification attribute 115, 116, 117, 118InsertDTS

SQL notification attribute 114Installation Checklist 95Installing Crystal Enterprise 10Installing Crystal Enterprise on UNIX 106Installing Crystal Enterprise on Windows 105Installing Service Assurance Manager 10InstanceDisplayName

SQL notification attribute 112IsRoot


LLastChangedAt


MMicrosoft SQL Database configuration 15Modifying InCharge Files 26

NName

SQL notification attribute 112NLName 29Notification List 28

Parameters 29NotificationListName

SQL notification attribute 112Notifications

SQL Data InterfaceActive 113Category 112Certainty 115, 116, 117, 118ClassDisplayName 112ClearedAt 112ClearedOnInit 113Duration 113ElementClassName 113ElementInstanceName 113EventDisplayName 112

EventText 113EventType 113InMaintenanceAt 115, 116, 117, 118InsertDTS 114InstanceDisplayName 112IsRoot 113LastChangedAt 112Name 112NotificationListName 112NotifiedAt 112OccurrenceAttributeIdentifier 115, 116, 118OccurrenceIdentifier 112, 114, 115, 116, 118Priority 115, 116, 118ServerDisplayName 114Severity 115, 116, 118TroubleTicketID 115, 116, 117, 118UpdateDTS 114

NotifiedAtSQL notification attribute 112

OOccurrenceAttributeIdentifier

SQL notification attribute 115, 116, 118OccurrenceIdentifier

SQL notification attribute 114, 115, 116, 118OccurrenceIdentifier, SQL notification attribute 112ODBC

and Database Connectivity 14reConnectTimeout 30, 31

ODBC Data Source for Oracle on Windows 24ODBC Data Source for SQL on Windows 18ODBC Data Source on UNIX 15ODBC Driver 2ODBC Parameters

password 30, 31serverName 30, 31userName 30, 31

Open Events Report 78Operator Workload Report 81Oracle Database configuration 14

Ppassword 30, 31Post Mortem Report 84Priority

SQL notification attribute 115, 116, 118Processes 3protocol, ODBC parameter 30, 31Publishing Crystal Reports 35


Publishing All Reports 35Publishing Individual Reports 38

RreConnectTimeout 30, 31Recurring Events Report 87remoteServerName 29Report Manager

Components 1Processes 3

Report Manager ComponentsAs Services 47Crystal Enterprise 2Database Schema 2Pre-defined Reports 2SQL Data Interface Adapter 2Starting and Stopping 48Summarization Adapter 2Summary Device Adapter 2

Report ToolsConfiguring 44Importing 44Setting Up 43With User Profiles 45

ReportsAcknowledged Events 57All Active Inactive Events by Device 63Authentic Problems 90Availability Summary 64Business Availability 70Business Snapshot 69Critical Business Processes 72Critical Business Users 67Critical Devices 75Event Details 60Event Summary 59Open Events 78Operator Workload 81Post Mortem 84Pre-defined 55Recurring Events 87Unassigned Events 92

SSchema

IC_T_Collection_Members 111IC_T_Element_Summary 111IC_T_Notification_Occurrences 110IC_T_Occurrence_Char_Attributes 111

IC_T_Occurrence_Int_Attributes 111IC_T_Occurrence_Servers 111IC_T_Sequencers 111IC_T_Sum_Sequencers 112IC_T_Summary_Device 112

SDISee SQL Data Interface

SDI AdapterDefault Parameters 47

SDI Summary AdapterDefault Parameters 48

SDI Summary Device AdapterDefault Parameters 48

sdi_ics.conf 28, 29sdi_ics.conf. 29sdi_odbc.conf 28, 29sdi_odbc.conf for summarization 28sdi-archive utility 49

dmp files 52On UNIX 49On Windows 50Running on UNIX 51Running on Windows 52

SecurityclientConnect.conf 13serverConnect.conf 13SQL Data Interface 13

ServerDisplayNameSQL notification attribute 114

serverName, ODBC parameter 30, 31Setting Up Report Tools 43Severity

SQL notification attribute 115, 116, 118sm_service utility 47SQL Data Interface 3

Configuration Files 28Configuring 28Database configuration 14Database server

Configuring on Solaris 14Configuring on Windows 26

ODBCprotocol 30, 31reConnectTimeout 30, 31

ODBC Connectivity 14ODBC Parameters

password 30, 31serverName 30, 31userName 30, 31

Security 13

Index


SQL Database 3sum_device.conf 28Supported Platforms 5

TTechnical Support xivTroubleTicketID

SQL notification attribute 115, 116, 117, 118

UUnassigned Events Report 92UpdateDTS

SQL notification attribute 114Upgrade Scenarios 7userName, ODBC parameter 30, 31

WWeb Browser 3

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