APM 950 Application Administration

Application Performance
Management
Software Version: 9.50
Application Administer Guide
Document Release Date: May 2018

Software Release Date: May 2018
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Application Performance Management (9.50) Page 2 of 1512

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Contents
Application Administration Overview 26
Part 1: Service Health 27

Chapter 1: Service Health Overview 28
Service Health Data Flows 28
View-Specific and Cross-View Administration 30
How to Customize Calculations in Service Health 31
How to Manage a New CIT in Service Health - Workflow Scenario 32
Chapter 2: Customizing the Service Health Application 34

How to Customize Service Health Display 34
How to Change the KPI Status Icons 37
How to Customize Top Ring 38
How to Access an External Application from Top Ring 42
How to Customize the Watch List Component 43
How to Configure the Business Impact Component 43
How to Customize the Business Impact Calculation Method 46
How to Customize the Changes and Incidents Component 48
How to Set Up a Geographic Map 51
How to Display Geographic Map With Google Earth 54
How to Customize a Bing Map 56
How to Customize the Maps Applet 57
Chapter 7: Setting up KPIs and HIs 58

Configuring KPIs and HIs - Overview 61
KPI and HI Thresholds 63
How to Define Thresholds for KPIs and HIs 67
Selectors for Metric-Based HIs 69
KPI Trend and History Calculation 69
Persistent Data and Historical Data 71
Create KPIs for Operations and Business User Modes 72
PNR (Point of No Return) KPI Calculation 74
Chapter 8: Working With Health Indicators 76

Health Indicator Definitions 77
How to Create an HI and Trigger an Event When its Status Changes - Use-Case Scenario 78

How to Create an Event Based on CI Status Changes - Use-Case Scenario 81

How to Customize an HI Monitored by SiteScope - Use-Case Scenario 82
Chapter 9: Customizing CI Indicator Settings in a View 85

Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab) 88
Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab) 96
Customizing CI Context Menus (CI Properties Tab) 108
Customizing the CI Data Over Time Setting (CI Properties Tab) 110
Additional Information: CI Indicators Page 111
Keyboard Navigation - CI Indicators Page 112
Selector Expression Operators - Reference 114
Confirm CI Changes Dialog Box 116
Modified Values Dialog Box 118
Chapter 14: Creating Global Views and Local Impact Views (LIVs) with View Builder 120
Chapter 15: Creating Breakdowns in Local Impact Views 129
Chapter 16: Setting Up a Custom Image 141
Chapter 17: CI Status Alerts Administration 146

SNMP Traps 146
Downtime 147
CI Status Alerts Attached to CIs in Local Impact Views 147
Event Templates for CI Status Alerts 147
How to Configure the CI Status Alert Event Template 148
How to Create a CI Status Alert Scheme and Attach it to a CI 148
How to Configure a Notification SNMP Trap 151
SNMP-Specific Codes 152
Alerts MIB Varbinds 152
CI Status Alerts User Interface 153
CI Status Alerts Page 154
CI Selector Pane 155
Create New Alert Wizard 157
General Page 158
Related Configuration Items Page 161
Templates and Recipients Page 162
Actions Page 164
Summary Page 165
Create New/Edit Executable File Dialog Box 166
New Event Generation Dialog Box 167

Create New/Edit SNMP Trap Dialog Box 167

Create New/Edit URL Dialog Box 169
CI Status Template Repository Dialog Box 170
CI Status Alert Attributes 177
Troubleshooting CI Status Alerts 178
Audit Log 178
Chapter 18: Customizing KPI and HI Assignments 179

Learn About 179
Tasks 181
UI Description 183
Troubleshooting 200
Additional Information: KPI and HI Assignments 200
Synchronizing Assignments 201
SiteScope Dynamic HI Assignment 201
How Assignments Respond to Manual Changes on a CI 202
How to Modify a KPI Assignment – Use-Case Scenario 202
How to Create a KPI Assignment Using an API Rule – Use-Case Scenario 205
Chapter 19: Customizing KPI Propagation 209

Learn About 209
Tasks 211
UI Description 212
Additional Information: KPI Propagation 218
Best Practice: Multiple Propagations 218
How Propagation Rules are Implemented 218
Chapter 20: Repositories Overview 224

Customizing Repository Elements 225
KPIs, Rules, or Context Menus 225
Health Indicators 226
How to Customize a KPI, Rule, or Context Menu Repository Element 226
How to Create a KPI and Rule – Example 227
Chapter 21: KPI Repository 231

How to Customize a KPI Template in the Repository 231
List of Service Health KPIs 232
How to Attach a PNR KPI to a CI 236
KPIs Repository User Interface 238
KPIs Repository page 239
New KPI/Edit KPI Dialog Box 240

List of Formatting Methods 246

New/Edit KPI Parameter Dialog Box 247
Restore Defaults Dialog Box 248
Chapter 22: Indicator Repository 250

Events and HIs - Overview 250
How the Indicator Repository is Used by APM 251
Mapping SiteScope Severities to HI States 252
How to Create or Edit an HI Template in the Indicator Repository 253
Indicator Repository User Interface 254
Indicator Repository page 254
New Health Indicator/Edit Health Indicator Dialog Box 256
New Indicator State/Edit Indicator State Dialog Box 260
Event Configuration Dialog Box 261
Chapter 23: Customizing KPI and HI Calculation Rules 265

Customizing Rule Parameters and Thresholds 275
Customizing Tooltips 283
Additional Information - Rules, Tooltips, and Parameters 292
Quarantined Rules 292
List of Rule Parameters 294
List of Tooltip Parameters 300
Chapter 24: Understanding the Service Health Calculation Rules 310

Diagnostics Calculation Rules 310
End User Management Calculation Rules 312
Understanding the EUM Weighted Average Rules 333
No Data Timeout for Transaction CIs 335
General Calculation Rules 335
Understanding the Percentage Rule 345
Understanding the Generic Formula Rule 348
How to Use the Customized Generic Sample Rule – Example 349
How to Use the Customized Generic Sum of Values Over Time Rule – Example 351
How to Use the Generic Two Arguments Rule – Example 352
Integrations Calculation Rules 353
Service Manager Calculation Rules 355
SiteScope Calculation Rules 356
Chapter 25: Context Menu Repository 363

How to Customize a Context Menu Template in the Repository 363
List of Context Menus 365

List of Context Menu Actions 369

Dynamic URL Parameters 377
List of Pre-Processor Classes 378
List of Post-Processor Classes 383
Context Menu Repository User Interface 390
Context Menu Repository page 390
New Context Menu/Edit Context Menu Dialog Box 392
New/Edit Group Dialog Box 394
Add Actions Dialog Box 395
New/Edit Action Dialog Box 395
Pre-Processor Parameter Details Dialog Box 398
Post-Processor Parameter Details Dialog Box 399
Part 2: Service Level Management 401

Chapter 26: Service Level Management Overview 402
Chapter 27: Introduction to SLM Administration 403

Tracking Changes With the Audit Log 404
Data Purging 404
Chapter 28: Agreements Manager - Creating SLAs 406

Building SLAs with the SLA Wizard 407
CIs in SLAs 409
Indicators for CIs 413
KPI Domains 414
Maximum Number of KPIs to a CI 414
Maximum number of HIs to a CI 415
Providers and Customers for Services and SLAs 416
Weights for KPI Calculations 417
How to Import Weight Values for CIs 417
SLAs, OLAs, and UCs 419
Manually Changing SLA Content 420
Breakdown by Location for BPM CIs 420
Full Application Breakdown Example 422
Location CI Breakdown Example 423
Exclude Data From a Specific Location Example 424
Multiple Domains Example 427
Configuring SLAs Using SiteScope and EMS Data 428

Imported Transaction Thresholds 429

Six Sigma for SLAs 431
Viewing PNR Data for SLAs in Service Health 432
Permissions for Working with SLAs 432
Recalculation for SLAs 433
Status Alerts for SLAs 434
How to Use SLM to Monitor Your Service Agreements 434
How to Define an SLA in the SLA Wizard - Use-Case Scenario 437
How to Modify an SLA - Use-Case Scenario 448
How to Update Topology Changes to an SLA 456
How to Customize Target Names 457
Agreements Manager User Interface 457
Add Health Indicator for CI/Edit Health Indicator for CI Dialog Box 458
Add KPI for CI/Edit KPI for CI Dialog Box 463
Add New Selector Field/Edit Selector Field Dialog Box 467
Add Outages KPI/Edit Outages KPI Dialog Box 468
Add/Remove Associated Service Offerings Dialog Box 470
Agreements Manager Page 471
Define Recalculation Task Dialog Box 475
Edit Health Indicators in KPI Calculation Dialog Box 476
Edit Service Offering/CI Offering Selection Dialog Box 477
Fine Tuning Dialog Box 478
Modified Values for <HI/KPI Name> Dialog Box 479
New SLA/Edit SLA Wizard 480
Define SLA Properties Page 481
Select CIs Page 483
Offerings and Calendars Page 486
Configure SLA Indicators Page 488
SLA Summary Page 493
Select Customer Dialog Box 493
Select Provider Dialog Box 494
Selector Expression Operators - Reference 495
Targets Dialog Box 497
Tracking Periods Dialog Box 497
Warning Dialog Box 498
Troubleshooting and Limitations 499
Chapter 29: Services Manager 501

Service Topologies 502

Services Manager Permissions 502
How to Define a Service for an SLA – Use-Case Scenario 503
Services Manager User Interface 507
New Business or Infrastructure Service/Edit Service Dialog Box 508
Related SLAs Dialog Box 510
Services Manager Page 511
Chapter 30: Retroactive SLA Data Corrections 513

How to Schedule Planned and Retroactive Downtime for an SLA 513
How to Define a Data Correction - Examples 517
SLA Data Corrections User Interface 519
CI Selection Dialog Box 519
SLA Data Correction Schedule Dialog Box 520
SLA Data Corrections Page 523
Chapter 31: Service and CI Offerings 525

Predefined Offering Packages 525
Offering Packages in SLAs 526
How to Create or Edit a Service or CI Offering 527
How to Update Offering Package Changes to SLAs 534
Service and CI Offerings User Interface 535
Service and CI Offerings Page 536
Add KPI to Offering/Edit KPI Dialog Box 537
New/Edit Service Offering/CI Offering Dialog Box 538
Chapter 32: Indicator Assignments and Propagation 543

Assignments in Service Level Management 543
Understanding Assignments 544
SiteScope Dynamic HI Assignment 545
Validation 546
Propagation Rules 546
How Propagation Rules are Implemented 548
How to Define a KPI or HI Assignment 552
How to Create KPI Assignments on End User Subgroups 554
How to Define a KPI Propagation Rule 556
Indicator Assignments User Interface 557
Assignments Tab 557
Health Indicator Assignments Page 558

KPI Assignments Page 561

Propagation Rules Page 564
Add/Edit KPI Assignments for CI Type Dialog Box 567
Add/Edit KPI to Assignment Dialog Box 570
Add/Edit Health Indicator Assignments for CI Type Dialog Box 574
Add/Edit Health Indicator to Assignment Dialog Box 577
Add/Edit Propagation Rule for CI Type Dialog Box 581
Add/Edit KPI for Propagation Rule Dialog Box 583
Troubleshooting the Assignment Mechanism 584
Chapter 33: Calendars for SLAs 585

Updating Calendar Changes to SLAs and Offering Packages 585
Offering packages 586
SLAs 586
How to Define an SLA Calendar - Use-Case Scenario 586
How to Customize Calendar Default Settings 589
Calendars User Interface 592
Calendars Page 592
New Calendar/Edit Calendar Wizard 593
Calendar Properties Page 594
Calendar Pattern: Weekly Calendar Definition Page 595
Calendar Pattern: Yearly Calendar Definition Page 596
Calendar Pattern: Compound Calendar Definition Page 597
Chapter 34: Outages 598

How an Outage Starts and Ends 598
Outage Categories 599
Outage Categories User Interface 599
Outage Categories Page 599
New Outage Category/Edit Outage Category Dialog Box 600
Chapter 35: Integration with Service Manager 602

Service Level Management KPIs for System Incidents 602
Use Case Example: Incident HIs During a Single Period 604
Use Case Example: Incident HIs Across Periods 607
Chapter 36: SLA Alerts Administration 609

SNMP Traps 609
How to Define an SLA Alert Scheme 609
How to Configure a Notification SNMP Trap 611


SLA Alerts Administration User Interface 613
Create New Alert/Edit Alert Wizard 613
General Page 613
Related SLAs Page 615
Templates and Recipients Page 617
Actions Page 620
Summary Page 621
Create Executable File Dialog Box/Edit Executable File Dialog Box 621
New Event Generation Dialog Box 622
Create SNMP Trap/Edit SNMP Trap Dialog Box 623
Create URL/Edit URL Dialog Box 624
SLA Alerts Page - Administration 625
Chapter 37: Event Template for SLA Alerts 629

How to Configure the Event Template 629
SLA Alert Attributes 629
SLA Template Repository Dialog Box 631
Chapter 38: KPI Repository 639

How to Customize a KPI Template 639
List of Service Level Management KPIs 639
KPI Repository User Interface 643
KPIs Repository Page 644
New KPI/Edit KPI Dialog Box 645
Chapter 39: Indicator Repository 648

The Indicator Repository in SLM 648
Chapter 40: Business Rule Repository 650

List of SLM Business Rules 652
List of SLM Business Rule Parameters 689
Time-Based and Sample-Based Rule Calculation 694
Enabling PNR (Point of No Return) Display within Service Health 695
How to Customize a Business Rule Template 696
How to Enable SiteScope Measurement Type Filtering 696
How to Display Advanced Rule Parameters 697
Additional Examples of Business Rule Usage 698
Example of the Value Chain Rule 698

Examples of the EMS Events Availability Rule 698

Example of the HI Availability Rule 699
Examples of the SiteScope Monitor Rule 700
Business Rules User Interface 702
Business Rules Repository Page 702
New Rule/Edit Rule Dialog Box 703
New/Edit Rule Parameter Dialog Box 706
Part 3: End User Management 708

Chapter 41: End User Management Administration Overview 709
Chapter 42: End User Management General Administration 710

EUM Admin Open API Reference 710
Monitoring Applications 711
Location Threshold Offsets 714
Managing CI Collections in End User Management Administration 715
How to Perform an Advanced Search 716
Predefined Views for End User Management 716
End User Monitors View 717
Application Management View 719
End User Applications View 720
End User Locations View 721
RUM End Users View 722
RUM Servers View 723
Locations View 724
RUM Clients View 725
Searching and Replacing 726
Learn About 727
Tasks 727
UI Descriptions 728
Copying BPM Applications and Business Transaction Flows 734
End User Management Administration User Interface 736
Add CI Collection Dialog Box 736
CI Collection Page 737
CI Properties Page 737
Edit Location Offset Dialog Box 738
Global Replace Wizard 739

Select Context Page 740

Select and Update Properties Page 740
Properties Pane 741
Values Pane 741
Preview Page 741
Summary Page 743
Location Offset Page 743
Monitoring Page Browse Tab 745
Monitoring Tab 754
Query Repository Page 755
Search Query Wizard 756
Define Query Details Page 757
Select Search Context Page 757
Define Search Criteria Page 758
Summary Page 759
Set New Value Dialog Box 760
Set Query Criteria Dialog Box 761
Update Script Parameters Wizard 762
Update Parameters Page 762
Bulk Edit Script Parameters Dialog Box 765
Excluded Script Monitors and Parameters Page 766
Preview Page 767
Summary Page 768
Chapter 43: Business Process Monitor Administration 770

Monitoring Essential Transactions 770
Editing the Schedule for Business Process Monitor Applications/Business Transaction
Flows 771
Enabling Component Breakdown 772
Script Parameter Management 773
Baselines for Business Process Monitor 774
How to Set up Business Process Monitors 775
How to Plan Business Process Monitor Applications 777
How to Zip Scripts 778
Guidelines for Working with QuickTest Professional (QTP) and Unified Functional
Testing (UFT) 778
VuGen Recording Tips 781
Recommended VuGen Run-Time Settings 782

Default Functions at Start of Script 788

Recommended VuGen Script Recording Techniques 789
Business Process Monitor Administration User Interface 791
Add Business Transaction Flow Dialog Box 792
Add Data Collectors Dialog Box 793
Add Data Collectors Wizard 795
Select Data Collectors Page 796
Assign Monitors Page 798
Assign Business Transaction Flows Page 799
Assign Data Collectors Page 800
Change Data Collector Settings Page 802
Override Data Collectors Page 803
Summary Page 803
Add Scripts Wizard 804
Add Scripts Page 804
Define Transaction Thresholds Page 807
Define Script Parameters Page 810
Business Process Monitor Application Configuration Wizard 812
Application Properties Page 812
Default Transaction Settings Page 815
Set Transaction Monitor Scripts Page 819
Application Data Collectors Page 823
Set Transaction Thresholds Page 827
Define Script Parameter Values Page 830
Preview Page 832
Finish Page 833
Business Process Monitor Application Data Collectors Page 834
Business Process Monitor Application Default Settings Page 835
Business Process Monitor Application Properties Page 839
Business Process Monitor Application Reports Configuration Page 844
Business Transaction Business Process Monitor Configuration Page 845
Business Transaction Flow Configuration Wizard 850
Business Transaction Flow Data Collectors Page 851
Business Transaction Flow Properties Page 852
Calculate Suggested Thresholds Dialog Box 861
Edit Data Collector Settings Dialog Box 862

Run Mode Options 866

Edit Script Parameter Dialog Box 866
Edit Script Settings Dialog Box 868
Edit Thresholds Dialog Box 873
Remove Data Collectors Wizard 876
Remove Data Collectors Page 877
Summary Page 878
Schedule Dialog Box 878
Set Transaction Breakdown Dialog Box 881
Single Transaction Script Dialog Box 881
Unique Data Collector Values Dialog Box 888
Update Version Wizard 889
Update Version Page 889
Define Script Parameters Page 890
Define Transaction Thresholds Page 891
WebTrace Dialog Box 893
Chapter 44: Real User Monitor Administration 897

Getting Started with Real User Monitor 898
Frame Unification 899
Using the URL Builder 901
URL Wildcards 902
Correlating Collected Data with Configured Pages 903
Correlation Algorithm for Multiple URL Matches of Business Critical Pages 905
Host Aliases 906
End-User Groups 907
Exporting and Importing Real User Monitor Configurations 907
Exporting RUM Applications 908
Importing RUM Applications 909
Exporting RUM End User Groups 910
Importing RUM End User Groups 910
Back-end, Web, and VDI Tiers for RUM Applications 910
Dynamic Thresholds for Real User Monitor 914
Limitations in Monitoring IPv6 Traffic with Real User Monitor 914
How to Install Real User Monitor Components 915
How to Discover and Define Real User Monitor Applications 916
How to Discover a Real User Monitor Application - Use-Case Scenario 917

How to Detect and Configure Session IDs 919

How to Configure Application Related Entities 919
How to Load SSL Keys - Use-Case Scenario 920
Transaction Matching 921
Real User Monitor Administration User Interface 925
Action Description Builder 927
Action Dialog Box 930
Action Size Event Dialog Box 933
Action Time Event Dialog Box 935
Add/Edit Web Tier Dialog Box 936
Add End User Group with Real User Monitor Configuration Dialog Box 942
Application Key Dialog Box 946
Business Transaction Real User Monitor Configuration Dialog Box 947
Business Transaction Real User Monitor Configuration Page 948
Calculate Suggested Thresholds Dialog Box 954
Calculate Suggested Thresholds Wizard 955
Set Calculation Parameters Page 956
Set Threshold Values Page 957
Create Transaction Per Action Dialog Box 958
Description/URL Parameter Dialog Box 959
Edit Performance Event Dialog Box 960
Edit Application Crash Event Dialog Box 961
Edit SOAP Fault Event Dialog Box 962
Edit Stopped Page Event Dialog Box 963
End User Group Page 964
Error Action Event Dialog Box 965
Flow Details Dialog Box 966
Host Alias Dialog Box 967
HTTP/Protocol Error Event Dialog Box 968
Import RUM Applications/End User Groups Configuration Wizard 970
Import Settings Page 971
Summary Page 972
IP Range Dialog Box 973
Location Aware Thresholds Dialog Box 975
Parameter Extraction Dialog Box 977
Real User Monitor Application Actions Page 978
Real User Monitor Application Configuration Wizard 982
Application Properties Page 983

Monitoring Settings Page 984

Summary Page 989
Real User Monitor Application Data Collection Page 990
Real User Monitor Application Events Page 1002
Real User Monitor Application General Page 1006
Real User Monitor Application Session Page 1027
Real User Monitor Application Tiers Page 1032
Real User Monitor Location Latency Page 1037
Related Transactions and Events Dialog Box 1037
Search Area 1039
Select Engines Dialog Box 1043
Select Probes on Engine Dialog Box 1045
Sensitive Data Setting Dialog Box 1046
Session Identification Dialog Box 1046
Session Action Event Dialog Box 1047
Session Property Dialog Box 1048
Session Reset Page Dialog Box 1048
Session Unavailable Action Event Dialog Box 1049
Text Pattern Event Dialog Box 1050
URL Builder 1055
User Name Detection Dialog Box 1058
Chapter 45: Working with the Script Repository 1060

Learn About 1060
Tasks 1063
UI Descriptions 1065
Add Script Dialog Box 1066
Check In Dialog Box 1067
Folder Content Pane 1067
Folders Pane 1071
Browse Tab 1072
Search Tab 1073
Script Operations Dialog Box 1074
Script Parameters Dialog Box 1074
Script Properties Dialog Box 1075
Script Repository Page 1076
Script Transactions Dialog Box 1076
Script Verification Report 1077

Script Versions Dialog Box 1077

Search Results Dialog Box 1079
Update Version Wizard 1081
Select Version to Update Page 1081
Update Version Results Page 1082
Version Properties Dialog Box 1083
Chapter 46: Data Collector Settings 1084

Removing a Data Collector 1084
AppPulse Point Service Overview 1085
Configuring End User Management Data Collector Licenses 1085
Learn About 1086
Tasks 1089
Settings User Interface 1095
BPM Agents Page 1095
BPM Default Settings Page 1098
BPM Mobile Devices Page 1103
Business Process Monitor Settings Tab 1104
Edit Business Process Monitor Properties Dialog Box 1105
Edit Real User Monitor Engine Properties Dialog Box 1106
Manage Custom Attributes Dialog Box 1109
Real User Monitor Settings Tab 1110
RUM Default Settings Page 1110
RUM Engines Page 1112
Search Results Dialog Box 1113
Chapter 47: End User Management Alerts Administration 1115

Alerts Suppression 1116
Alerts Dependency 1116
Downtime 1119
How to Create EUM Alert Schemes 1119
How to Create EUM Alert Schemes – Use-Case Scenario 1120
How to Configure the Alert MIBs 1122
How to Configure SMTP Mails 1122
How to Define Alerts Dependency 1123
EUM Alerts Administration User Interface 1131

Access URLs Dialog Box 1133

Actions Availability Dialog Box 1134
Actions Response Time Dialog Box 1135
Actions Server Time Dialog Box 1135
Attach Recipients Dialog Box 1135
Alert Frequency Criteria Dialog Box 1137
Alerts Page 1137
Alert Wizard 1144
Trigger Condition Tab 1146
Filters Tab 1165
Actions Tab 1173
Advanced Settings Tab 1177
Average Response Time Dialog Box 1179
Calculated Time Period Dialog Box 1180
Completed Transaction Volume Dialog Box 1181
Data Grouping Dialog Box 1182
Dependencies Dialog Box 1184
Detach Recipients Dialog Box 1185
Event Data Values Dialog Box 1186
Event Frequency Settings Dialog Box 1187
Event Type Indicator Dialog Box 1187
Log Event Dialog Box 1188
Network Connections Availability Dialog Box 1189
Response Time Dialog Box 1189
Response Time for Specified Percentage of Transactions Dialog Box 1190
Response Time Relative to Threshold Dialog Box 1191
Response Time Relative to Threshold for Specified Percentage of Transactions
Dialog Box 1192
Run Executable File Dialog Box 1193
Select CI Dialog Box 1195
Select Dependent Alerts Dialog Box 1195
Select Event Categories Dialog Box 1196
Select Filter Dialog Box 1196
Select Recipients Dialog Box 1197
Set Notification Frequency Dialog Box 1198
Target Hosts List Dialog Box 1198
Total Actions Volume Dialog Box 1200
Total Transaction Volume Dialog Box 1200

Transaction Availability Dialog Box 1201

Transaction Gross Response Time Dialog Box 1202
Transaction Net Response Time Dialog Box 1202
Transaction Server Response Time Dialog Box 1202
Chapter 48: Using the Event Template for EUM Alerts 1204
How to Configure the Event Template 1204
EUM Alert Attributes 1205
Example of an Alert XML Structure 1208
Template Repository Dialog Box 1209
Part 4: System Availability Management 1224

Chapter 49: System Availability Management Administration Overview 1225
Chapter 50: Working with System Availability Management Administration 1226

System Availability Management Administration User Interface 1232
System Availability Management Administration Page 1233
New/Edit SiteScope Page 1240
Sync SiteScopes Wizard 1245
Select Source and Targets Page 1245
Select Types to Sync 1246
Select Instances to Sync 1249
Summary Page 1250
Chapter 51: Configuring SiteScope Integrations 1251
Chapter 52: Connecting SiteScope to an APM Server 1258

Configuring the Connection 1261
Integrating SiteScope Data with APM's Configuration Items 1262
Monitor Types and Topology Reporting 1262
Reporting Discovered Topologies to APM 1267
Supported Environments 1267
Accessing SiteScope and Build Permissions Model 1268
CI Downtime 1269
Monitors Not Reporting Topology Data By Default 1271
Monitors Reporting CI Per Metric 1271
How to Configure SiteScope to Communicate with APM 1272
How to Configure SiteScope to Send Bulk Data to the Run-Time Service Model 1277
How to Configure Integration Preferences for Inaccessible Profile 1277

How to Connect SiteScope to an APM Server That Requires a Secure Connection 1278

How to Configure Topology Reporting 1278
How to Configure Topology Reporting for a Custom Monitor 1280
How to Configure Custom Topology for a Custom Monitor 1282
Chapter 53: Indicator Assignments 1289

Indicator Mapping Alignment 1292
Indicator Assignments User Interface 1304
Metrics and Indicators Tab 1304
Select Monitor Dialog Box 1307
Add New Monitor Dialog Box 1308
New/Edit Assignment Dialog Box 1309
Import Monitor Indicator Assignments Wizard 1312
Select File to Import Page 1312
Select Monitors Page 1313
Select Type Page 1314
Export Monitor Indicator Assignments Dialog Box 1314
Chapter 54: Monitor Deployment Wizard 1316

Template Reference Table 1325
Siebel Application Server Monitor 1328
Siebel Gateway Monitors 1334
Siebel Web Server Monitors 1335
Template Reference for Siebel 1336
Monitor Deployment Wizard User Interface 1343
Welcome Page 1343
Select CIs to Monitor Page 1343
Templates to CI Type Selection Dialog Box 1344
Enter Required Data for CIs Page 1345
Final Configuration Summary Page 1346
Deployment Results Page 1348
Chapter 55: Global Search and Replace 1350

Global Search and Replace Wizard 1356
Select SiteScope Page 1356
Select Type Page 1357
Select Subtype Page 1357
Replace Mode Page 1357
Choose Changes Page 1358
Affected Objects Page 1361

Filter Affected Objects Dialog Box 1362

Review Summary Page 1363
Summary Page 1364
Part 5: Reporting in APM 1366

Chapter 56: Report Administration Overview 1367
Chapter 57: Data Aggregation 1368

Understanding Data Aggregation 1368
Aggregated Data in Reports 1369
How to Customize Data Aggregation 1369
Chapter 58: Data Samples 1372

Special Fields 1372
Data Samples for Service Health 1373
Data Samples for Service Level Management 1375
Data Samples for SiteScope 1377
Data Samples for Business Process Monitor 1387
Data Samples for Real User Monitor 1407
Data Samples for Alerts 1456
Data Samples for Diagnostics 1459
Data Samples for RTSM 1463
Data Samples for the Custom Query Builder 1464
Chapter 59: Report Log 1465

Report Log Level 1466
How to Set the Report Log Level 1466
Report Log Structure 1467
Part 6: Integrations 1469

Chapter 60: Integrating with Other Applications - Overview 1470
Chapter 61: Diagnostics Integration 1472
Chapter 62: Integrating APM with AppPulse 1473
Chapter 63: OO Integration Administration User Interface 1474

Run Books Configuration Page 1474
Run Book Mapping Configuration Wizard 1475
Select CI Type Page 1475
Select Run Books Page 1476

Configure Parameters Page 1477

Summary Page 1478
Select Topology Dialog Box 1478
Chapter 64: Application Lifecycle Management Integration Administration 1480

Learn About 1480
Chapter 65: EMS Integrations 1487

Understanding Computer, Tickets, or Computer - Running Software Integration Types 1488
How to Integrate Data from Third-Party Sources (EMS Data) into Application
Performance Management 1490
How to Add CITs and Relationships to a Relationship Map 1495
How to Create a Node - Running Software Integration – Use-Case Scenario 1495
How to Integrate OBM Events to APM via EMS 1497
Prerequisites 1497
APM/BSM Setup 1498
SiteScope Setup 1499
How to Create SLA on EMS Monitors 1502
EMS Integration Administration User Interface 1504
Add Integration Dialog Box 1504
Edit Integration Dialog Box 1505
CIT Relationships Map Dialog Box 1509
EMS Integrations Admin Page 1510
Send documentation feedback 1512

Application Administration Overview

This guide describes how to configure and administer the following Application Performance
Management applications:
l Service Health. For details, see Service Health Overview, on page 28.
l Service Level Management. For details, see Service Level Management Overview, on page 402.
l End User Management. For details, see End User Management Administration Overview, on page
709.
l System Availability Management. For details, see System Availability Management
Administration Overview, on page 1225.
l Reports. For details, see Report Administration Overview, on page 1367.
l Integrations. For details, see Integrating with Other Applications - Overview, on page 1470.
For details on working with Application Performance Management applications, refer to the APM User
Guide.

Part 1: Service Health

Chapter 1: Service Health Overview

Service Health enables IT staff such as service managers and application support to monitor the
organization's business services and application health, in order to help them understand the impact of
problems and act to restore service operation as fast as possible.
IT operations are usually organized into two separate groups:
l Operations bridge operators act upon events; events are received in a central event console, which
focuses primarily on system problems.
l Applications support specialists act upon end-user availability or performance problems with
applications. Application support staff can use one of the Service Health real-time components (Top
Ring, 360° View, Custom Image, and so on) to monitor application health, or they can be notified
about problems by email alerts or ticket assignments.
By unifying these two monolithic approaches—event management and application management—
APM offers IT operations a single pane of glass covering both the system and end user aspects in a
unified method.
APM translates information from system events into Service Health resources, and displays them in
the different Service Health views. In addition, APM sends events to the event browser when
thresholds of end-user monitored applications are breached.
The consolidation of the event subsystem and the Service Health subsystems is realized by usage of
HIs - shared entities that creates a common terminology between event management and application
management. An HI represents a certain measurement of the monitored CI. It may be CPU load for a
computer, Real user performance for a login page, or Value of business process transactions that are
under risk.
Service Health Data Flows

The following section describes the Service Health data flows.
1. APM monitoring applications such as Diag, SiS, BPM, and RUM, provide full coverage for
monitoring the IT world. Each monitoring application sends values or statuses of the monitored CI
as a metric sample.
l Metrics. BPM and RUM send their data as metric samples.
2. Any measurement within a sample is mapped to an HI, as follows:
l Metric samples channel. An HI is created according to a business rule logic that applies to the
CI.
3. After the information from the events or samples is transformed to the relevant HI status, KPIs

that are associated with the HI are calculated based on the KPI rule, and the KPI's calculation
scope definition.
NOTE:
Not all HIs contribute to a KPI's status.
All definitions required for performing the above logic are provided out of the box as part of the APM
product content. You can also create or modify HIs, KPIs, or calculation rules to suit your particular
needs.
Terminology Related to HIs and KPIs

The following table describes the basic terms related to HIs and KPIs.
Concept Description
Event An event contains data which includes monitoring information about a CI,
according to the rule which triggers the event. The event includes the CI name,
the measurement name (specified as the event type indicator) and the
measurement's severity.
Metric A sample includes metrics reported for one or more measurements of a

sample monitored CI. To extract information from the sample, the APM Service Health
engine executes some logic (in Java or Groovy) upon the sample string.
HI (health An HI describes the health of a specific measurement, but it also affects the
indicator) Service Health calculation for the monitored CI.
HI business An HI calculation rule or business rule is code written in Java or Groovy; it

rule extracts metric data from a sample, performs business logic on the metric, and
assigns it to the relevant HI. The rule provides a status (for example Critical) that
represents the metric's severity.
KPI (key A KPI is a higher level indicator than an HI, and it represents an aspect of domain
performance health such as System Performance, System Availability, Application
indicator) Performance, Application Availability, and so on.
KPI A KPI rule determines how HI statuses are aggregated to calculate KPI status
business (worst, best, average, and so on).
rule
KPI The scope defines the type of resources that contribute to KPI calculation: HIs
calculation and KPIs on child CIs, HIs only, or KPIs on child CIs only.
scope

View-Specific and Cross-View Administration

Service Health administration includes view-specific administration tasks, and cross-view
administration tasks which affect all views. To access the Service Health administration tabs, select
Admin > Service Health.
View-Specific Administration
You can use Service Health administration to configure the following settings within a specific view:
l CI Indicators. You can attach new KPIs and health indicators to CIs, and edit the KPIs and HIs
attached to CIs. The KPIs and HIs are displayed in Service Health components to help you
monitor how well the business is achieving its objectives, and assess the business impact of
problems in your system. For details, see Customizing CI Indicator Settings in a View, on page
85.
l View Builder. The View Builder enables you to create or edit global views and local impact
views. Within a global view, when you assign a KPI or HI to a CI your changes are reflected in all
views which contain the CI. A local impact view is independent of other views, so that definitions
on a CI within a local impact view have no effect on other views. For details, see Creating Global
Views and Local Impact Views (LIVs) with View Builder, on page 120.
l Custom Image. You can define a custom image to represent a view, and then place CIs within
that image. The Custom Image component in Service Health then displays this view with real-
time CI status icons, in the context of this background image. For details, see Setting Up a
Custom Image, on page 141.
l CI Status Alerts. You can configure the CI status alert mechanism, which sends alert
messages to pre-defined recipients, and executes actions defined for the alert. Alerts can be
sent for specific KPIs or CIs, based on a pre-defined status change. For details, see CI Status
Alerts Administration, on page 146.
Cross-View Administration
Service Health administration also enables you to configure settings across views, using the
following:
l Assignments. When a new CI is added to your monitored system, the assignment mechanism
automatically assigns the appropriate KPIs and HIs to the CI, as well as rules, rule parameters,
and context menus. For details about modifying KPI and HI assignments, see Customizing KPI
and HI Assignments, on page 179.
l Repositories. The repositories provide template definitions for KPIs, HIs, and the business
rules used to calculate these indicators. Many of these definitions can be customized as required
by your organization. For details, see Repositories Overview, on page 224.

How to Customize Calculations in Service Health

You can customize the way APM calculates information in Service Health on different levels:
l Within a specific view, you can modify KPI and HI settings on one or more CIs.
l Within assignment administration, you can modify the automatic KPI and HI assignments and
propagations.
l Within the repositories, you can modify the templates or building blocks of Service Health
calculation.
For details on these options, see View-Specific and Cross-View Administration, on the previous page.
The following tasks are optional, and can be performed in any order.
l Customize KPI and HI definitions within a specific view, below

l Modify automatic indicator assignments and propagations across views, below
l Modify template definitions for KPIs, HIs, business rules, and context menus in the repositories, on
the next page
Customize KPI and HI definitions within a specific view

You can manually attach KPIs and HIs to CIs in a view, and edit definitions of KPIs and HIs
attached to specific CIs.
To manually change indictor definitions in a view, Admin > Service Health > CI Indicators. For
details, see Customizing CI Indicator Settings in a View, on page 85.
Modify automatic indicator assignments and propagations across views

CIs associated with default data sources generally have default KPIs and HIs. For example,
Business Process Monitor, Real User Monitor, and SiteScope CIs that you configure in End User
Management Administration or System Availability Management Administration, all have default
KPIs and HIs.
When a new CI is added to the RTSM, the assignment mechanism is automatically triggered. This
mechanism assigns the appropriate KPIs, HIs, and context menus to the CI, based on the CI's CI
type (CIT). To customize assignments, select Admin > Service Health > Assignments. For
details, see Customizing KPI and HI Assignments, on page 179.
By default, when a KPI is assigned to a CI the KPI is automatically propagated to the CI's parents.
Propagation rules enable you to define exceptions to the default KPI propagation, and to propagate
other KPIs, the same KPI using a different rule, or no KPIs. For details, see Customizing KPI
Propagation, on page 209.

Modify template definitions for KPIs, HIs, business rules, and context menus in the
repositories
The repositories provide template definitions for KPIs, HIs, business rules, and context menus,
used across views. Many of these definitions can be customized as required by your organization.
You can create or modify templates for indicators, rules, and context menus, and create new rules
using the Rules API.
To customize templates, select Admin > Service Health > Repositories. For details, see:
l How to Customize a KPI Template in the Repository, on page 231.

l How to Create or Edit an HI Template in the Indicator Repository, on page 253.
l Customizing KPI and HI Calculation Rules, on page 265. (For details on creating rules, see
Creating Rules with the Rules API in the APM Extensibility Guide.)
l How to Customize a Context Menu Template in the Repository, on page 363.
How to Manage a New CIT in Service Health -

Workflow Scenario
In the following scenario, John (an APM administrator) has added a new CI type to his monitored
system. He is now configuring how Service Health monitors this CIT.
NOTE:
This scenario provides a high-level workflow to illustrate various aspects of Service Health
customization. Many of the steps are optional, and can be performed in a different order.
1. John creates new indicator templates for his CIT.

John uses the repositories to create a new KPI, HI, business rule, and context menu relevant
for the new CIT. These indicators will then be assigned to all CIs with the new CIT, and will be
calculated using the new rule; the CIs will have the menu options John defines in the repository
for the CIT. For details, see:
l KPI. How to Customize a KPI Template in the Repository, on page 231.
l HI. How to Create or Edit an HI Template in the Indicator Repository, on page 253.
l Business rule. How to Customize a Business Rule Template in the Repository, on page
267.
l Context menu. How to Customize a Context Menu Template in the Repository, on page
363.
2. He then modifies KPI and HI assignments.

Within the Assignments tab, John now performs two types of tasks:

l He creates assignments for the new CIT so that relevant predefined KPIs and HIs are
automatically assigned to all CIs with this CIT.
l He also edits existing assignments on other CITs, so that they are assigned with the new
KPI and HI he created in the repository.
For details on customizing assignments,see Customizing KPI and HI Assignments, on page
179.
3. John creates a local impact view with a breakdown.

The new CIT will be displayed in a number of existing views, but John also wants to create a
view which will include the new CIT, and calculate its indicator values based on a breakdown
by location.
John creates a local impact view where the CIT’s indicators are calculated differently than in
the global views, and he creates a breakdown in this view so the CIT is displayed by location.
For details, see:
l Creating Global Views and Local Impact Views (LIVs) with View Builder, on page 120
l Creating Breakdowns in Local Impact Views, on page 129
4. Finally, John modifies KPI and HI definitions on CI instances.

Within the CI Indicators tab, John opens a view, and selects specific CI instances within that
view. He then manually edits definitions of the KPIs and HIs that are attached to those CIs.
For details, see Customizing CI Indicator Settings in a View, on page 85.

Chapter 2: Customizing the Service Health
Application
The Service Health application components are described in "Monitoring your Environment with
Service Health" on page 1 in the APM User Guide. To access the Service Health application
components, select Application > Service Health.
The following sections describe how to customize the Service Health application components such as
Top Ring and Watch List:
l How to Customize Service Health Display, below

l How to Change the KPI Status Icons, on page 37
l How to Customize Top Ring, on page 38
l How to Access an External Application from Top Ring, on page 42
l How to Customize the Watch List Component, on page 43
l How to Configure the Business Impact Component, on page 43
l How to Customize the Business Impact Calculation Method, on page 46
l How to Customize the Changes and Incidents Component, on page 48
l How to Set Up a Geographic Map, on page 51
How to Customize Service Health Display

You can customize the way information is displayed in Service Health. The following tasks are
optional, and can be performed in any order.
l Create or modify global views or local impact views, on the next page
l Create a custom image to represent your monitored environment, on the next page
l Configure CI status alerts for a view, on the next page
l Modify the maximum length of CI names, on the next page
l Modify the maximum number of CIs to be displayed in Service Health, on the next page
l Modify the Service Health tabs refresh rate, on page 36
l Customize tooltips and icons, on page 36
l Customize the timestamp, on page 37

Chapter 2: Customizing the Service Health Application
Create or modify global views or local impact views

The View Builder enables you to create or edit global views and local impact views. Within a global
view, when you assign a KPI or HI to a CI your changes are reflected in all views which contain the
CI.
A local impact view is independent of other views, so that indicator definitions on a CI within a local
impact view have no effect on other views.
To create or modify global views or local impact views, access Admin > Service Health > View
Builder. For details, see Creating Global Views and Local Impact Views (LIVs) with View Builder,
on page 120.
Create a custom image to represent your monitored environment

You can define a custom image to represent a view, and then place CIs within that image. The
Custom Image component in Service Health will then display this view with real-time CI status
icons, in the context of this background image. The custom image can be useful for representing
data centers, geographical distribution of IT resources, and so on.
To create a custom image, access Admin > Service Health > Custom Image. For details, see
Setting Up a Custom Image, on page 141.
Configure CI status alerts for a view

You can configure the CI status alert mechanism, which sends alert messages to pre-defined
recipients, and executes actions defined for the alert. Alerts can be sent regarding specific KPIs or
CIs, based on a pre-defined status change.
To configure CI status alerts, access Admin > Service Health > CI Status Alerts. For details,
see How to Create a CI Status Alert Scheme and Attach it to a CI, on page 148.
Modify the maximum length of CI names

To change the default length (40 characters) of the CI name, select Admin > Platform > Setup
and Maintenance > Infrastructure Settings, choose Applications, select Service Health
Application, and in the Service Health Application - Service Health Layout Properties table, modify
the CI name maximum character length entry. When the CI name is longer than this value, it is
shortened in the display and a tooltip displays the complete name.
Modify the maximum number of CIs to be displayed in Service Health

To change the default number of CIs that can be displayed in a view, select Admin > Platform >
Setup and Maintenance > Infrastructure Settings, choose Applications, select Service Health
Application, and in the Service Health Application - Service Health Layout Properties table, modify
the Displayed CI limit entry. Default is 3000.

NOTE:
This limit is independent of the number of CIs actually displayed by a filter. The limit is the
number of CIs that can be in a view.
Modify the Service Health tabs refresh rate

You cannot modify refresh rates of the out-of-the-box pages; however you can create custom pages
with the components you need, and modify their refresh rates using the Component Menu button
on the component toolbar. Select Preferences, and change the refresh rate as needed.
While reloading, the following message is displayed in the top right corner of the screen: The model
has changed. Reloading... After reloading is complete, the following message is displayed in the
top right corner of the screen: <Component> has been updated with model changes. Last
Update in the bottom left corner of the screen indicates the last time an update of the Top Ring was
reloaded.
When you open a Service Health tab for a view tree with a large infrastructure, you may experience
a short delay while Service Health builds the view.
TIP:
Within the Top Ring, Topology Map, and Hierarchy components, if there have been major
changes in the model and new CIs are discovered over an extended period of time, every 5
seconds the view is rebuilt. This stops when all the CIs are discovered. To prevent this,
change the refresh rate to a higher value (for example, every 5 minutes). However, note that
statuses are not updated until the next refresh occurs.
Customize tooltips and icons

You can customize some aspects of the user interface.
l Modify Tooltip Colors. By default, the tooltip body color is white, and the border color is blue.
To change the default colors, edit the entry CI Tooltip Body Color Property or CI Tooltip
Border Color Property in the Service Health Application - Tooltip Properties table.
l Modify Tooltip Font Size. The size of the fonts in tooltips is 8 by default. To change the default
font size, edit the Top Ring Tooltip font size entry in the Service Health Application - Tooltip
Properties table.
l Modifying Tooltip Colors for Specific KPIs. A KPI tooltip border and header have a default
color that you can modify, per KPI. For details, see KPI Parameters Area, on page 244.
l Specifying a Different Icon Set. A different icon is used for each KPI status. You can replace
the KPI status icons displayed in the Service Health application components, as well as the
Trend and History icons. For details, see How to Change the KPI Status Icons, on the next page.

NOTE:
The following formats are supported for custom icons: .png, .jpg and .gif.
Customize the timestamp

Service Health uses the timestamp of the database machine hosting the APM database. The times
displayed in the tooltips reflect the time zone setting on that computer. If you customize the time
zone setting in APM using the Admin > Personal Settings > User Account option, then the
customized time zone is also used in Service Health.
How to Change the KPI Status Icons

If you want to customize the KPI status icons, create a new set of icons and, where applicable, add
your icons to the appropriate directories and redirect the KPI's status parameters to those icons or
replace the default icons with your customized icons using the same names.
NOTE:
The following formats are supported for custom icons: .png, .jpg and .gif.
The recommended size for an icon is 16x16 pixels.
For details on the default icons, see KPI Status Colors and Definitions in the APM User Guide.
Change the KPI status icons

You can do one of the following:
l Add your icons to the appropriate directory and specify their names in each one of the status
parameters for the KPIs. For details on the user interface, see New KPI/Edit KPI Dialog Box, on
page 240.
l Replace the icon or icon set with the customized icons and give them the names of the default
icons.
To find the location of the icon you want to replace, right-click the icon in the appropriate tab in
Service Health, select Properties, and view the icon's location in the Address (URL) field.
Make sure that you replace the icons set in the following directories:
o <Gateway root directory>

\AppServer\webapps\site.war\bam\pages\images\gui\indicator
o <Gateway root directory>
\AppServer\webapps\site.war\images\gui\indicator
Change the Trend and History status icons

You cannot change the names of the trend and history icons that appear in the Top Ring tab. To

customize those icons, you can only replace the default images with your customized images.
The directory where the Trend and History Status icons are located is:
<Gateway root directory>\
AppServer\webapps\site.war\static\dash\images\indicator
For details on the Trend and History icons, see KPI Trend and History Calculation, on page 69.
Change the Top Ring status icons

You cannot change the names of the Top Ring icons. To customize those icons, you can only
replace the images with your customized images.
The directory where the icons are located is:

<Gateway root directory>\AppServer\webapps\site.war\
bam\pages\images\icons\dimensionIcons
The location of a specific icon uses the following naming scheme:

dimensionIcons/<kpi_id>/<status_id>.gif where <status_id> is the value specified in the From
field of the status parameter defined for the KPI. For example: the value of the From field of the OK
(green) status is 20 therefore the icon for the Availability KPI is located at:
dimensionIcons/7/20.gif. For details on the user interface, see New/Edit KPI Parameter
Dialog Box, on page 247.
For details on the status icons, see KPI Icons in Service Health in the APM User Guide.
How to Customize Top Ring

For an overview of Top Ring, see "Top Ring" on page 1 in the APM User Guide.
To customize the Top Ring display, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings:
1. Select Applications.
2. Select Service Health Application.
3. In the Service Health Application - Top Ring Properties area, modify the entries as described
in the following sections.
This section includes the following:
l Customize Top Ring colors, CI spacing, or layout, on the next page

l Customize CI or KPI display options in Top Ring, on the next page
l Customize mouse actions, on page 40
l Customize Top Ring background image, on page 40
l Change the number of CI levels displayed in Top Ring, on page 40

l Set debug log levels, on page 41

l Define an independent refresh rate, on page 41
l Define the search depth level, on page 41
l Define the CI status level for the Problematic CI Subtree, on page 41
Customize Top Ring colors, CI spacing, or layout

l Text Color. You can improve readability or customize Top Ring by changing the color of the CI
name text in Top Ring. Edit the Text Color Property setting as needed; you can use the
#RRGGBB format in hexadecimal, or type a color name. You can type one of the following color
names: Black, Silver, Gray, White, Maroon, Red, Purple, Fuchsia, Green, Lime, Olive, Yellow,
Navy, Blue, Teal, Aqua.
l Distance between CIs. CIs are arranged in Top Ring with a maximum distance between each
pair of CIs, using an internal calculation. To increase the maximum distance between CIs,
increase the value of the Maximum distance between CIs setting; to decrease the maximum
distance, lower this value.
l Layout. By default, the parent CI is displayed above the child CIs and the child CIs are close to
the bottom part of the Top Ring component. Edit the Graph Layout setting to modify layout as
follows:
Type of Layout Description
BOTTOM Default. The parent CI is above the child CIs.
LEFT The child CIs are to the left of the parent CI.
RADIAL The child CIs are distributed around the parent CI in a circle.
RIGHT The child CIs are to the right of the parent CI.
TOP The parent CI is below the child CIs.
Customize CI or KPI display options in Top Ring

l Maximum CIs. By default, the maximum number of CIs that can be displayed in a Top Ring is
3000. To modify, edit the Maximum number of CIs setting.
l Number of KPIs. When you select a CI in Top Ring, its KPIs are displayed. To change the
number of KPIs displayed for a selected CI, edit the Maximum number of KPIs displayed for
a CI setting.
l HI Display. By default, CIs are not shown with their HI icons, but you can change this using the
toolbar setting: Display Options > Show HI Icon. To change whether HIs are shown by default,
edit the Show HIs setting.

l KPI Display. By default, CIs are not shown with their KPI icons, but you can change this using
the toolbar setting: Display Options > Show KPI Icons. To change whether KPIs are shown by
default, edit the Show KPIs setting.
l CI Display Order. By default, CIs are displayed in alphabetical order from A (left) to Z (right). To
reverse this display order, edit the CI Display Order sort setting.
l Hide Root CI. You can choose whether to show or hide the view root CI when a view has a
single CI under the view root CI. To hide the view root CI, define the Hide the view root in Top
Ring setting as True.
l Display CI weights. By default, CIs are not weighted (weight = 1). Adding a weight to a CI is
done in IT Universe administration; for details see "New CI/New Related CI Dialog Box" in the
Modeling Guide). To show/hide CI weights in CI tooltips, edit the Show weight property in
tooltip setting.
Customize mouse actions

l Centering a CI. By default, when you double-click a CI, Top Ring centers on that CI. You can
modify this centering action using the Mouse action for centering CI setting.
l Expand/Collapse a CI. By default, you collapse or expand a CI using the +/- icons on the CI.
You can modify this expand/collapse action using the Mouse action for Expand/Collapse CI
tree setting.
l Showing CI details. By default, Top Ring shows CI details when you click or double-click a CI.
You can modify this using the Mouse action for showing CI information box setting.
Customize Top Ring background image

l Default Background. By default, Top Ring is displayed with a graphic background. To disable
this background, modify the Default Background Visibility setting.
l Background Color. If you disable the default background, you can modify the background color
using the Background Color Property setting.
l Custom Background Image. You can define your own image to be used as the background for
Top Ring (whether replacing the default background, or overlaid above it). The image file must be
a gif, jpg, or png, and the file name may not include blank spaces. Save the image in <Gateway
Server root directory>/AppServer/webapps/site.war/images/Topring, and enter the image
file name in the Custom Background Image Name setting.
l Custom Background Layout. If you are using a custom background image, you can set it to be
located in the upper left corner (for example if you are using your corporate logo), or stretched
across the Top Ring page. Edit the Custom Background Image Layout setting as needed.
Change the number of CI levels displayed in Top Ring

l Initial Display. By default, Top Ring component opens with four levels of CIs; you can then

expand a CI at the fourth level and see its children. To modify the number of levels displayed
when you open Top Ring, edit the Initial Number of Levels value.
l Expanded CI Display. To modify the number of CI levels displayed when you drill down in a CI
(using the Expand More Levels context menu action or the +/- button), edit the Expand
Number of Levels setting.
l Problematic Subtree Drilldown. To modify the maximum number of CI levels displayed when
you drill down in a CI using the Problematic Sub-tree context menu action, edit the
Problematic Subtree Number of Levels setting.
Set debug log levels

To define the default log level used to debug Top Ring, edit the Log Level entry. Log messages are
printed to the Java console and to the log files.
You can change the log level within the application, using Ctrl-Alt-L to control the client log
debugging mechanism. Note that this debug level is reset to default when you exit Top Ring.
Define an independent refresh rate

In rare cases, if an APM client is loaded with many Top Ring pages running concurrently in MyBSM,
and you have been logged on for an extended period of time, an out of memory issue can cause the
browser to freeze.
You can set Top Ring refresh independent of other components, using the Top Ring Independent
Refresh infrastructure setting (set to True). This sets Top Ring to refresh independent of other
components, preventing potential out of memory issues.
Note that if you set the Top Ring Independent Refresh setting to True, you can no longer modify
the refresh rate in the Component menu.
Define the search depth level

You can define the maximum number of levels that are used to search for a CI. CIs that are outside
the defined search depth level will not be found. To define the search depth level, edit the Maximum
number of search levels entry. You can enter a number between 10 and 100. The default value is
10.
Define the CI status level for the Problematic CI Subtree

To define the CI status level that will appear in the Isolation Flow Tree, set the value for the Worst
status for Isolation Flow Tree settings. Possible values are: 0 (critical only), 5 (critical, major), 10
(critical, major, minor), 15 (critical, major, minor, warning).
CIs of the status level you select appear in the Problematic CI Subtree.

How to Access an External Application from Top

Ring
You can configure Service Health Top Ring so that a user can open an external application from the
right-click menu. (For an overview of Top Ring, see Top Ring in the APM User Guide.)
NOTE:
You can also create a generic context menu action that opens a new window with specified
parameters, which will be available to all Service Health components. For details, see How to
Customize a Context Menu Template in the Repository, on page 363.
1. Specify the URL of the external application

The Open in New Window option calls the specified URL in another window and supplies it
with the values of the parameters you specified in the URL. The URL page uses the values of
the parameters to display what is necessary.
To specify the URL of the external application, select Admin > Platform > Setup and
Maintenance > Infrastructure Settings, choose Applications, select Service Health
Application, and locate the Open New Window URL entry in the Top Ring Properties table.
Enter the appropriate URL:
l Enter the URL of the application.
l Enter a dynamic URL that can be used, for example, to integrate external tools with APM.
Use the following syntax (HTTP GET format):
http://<URL>?nodeName=NODE.NAME&nodeId=NODE.ID
&nodeStatus=NODE.STATUS&nodeParentId=NODE.PARENTID
&nodeChildId=NODE.CHILDIDS
Use only the parameters you need in any combination. For details about the parameters, see
Dynamic URL Parameters, on page 377.
For example:
http://<URL>?nodeName=NODE.NAME&nodeParentId=NODE.PARENTID
adds the CI name and the ID of the parent CI to the URL.
l To reset the URL to the default (empty), click Restore Default.
NOTE:
o The change takes place after you restart the browser.
o You must disable your browser's pop-up blockers to open a window with the
external application.

2. Attach the Open in New Window context menu item to the Top Ring context
menu
By default, the Open in New Window option does not appear in the context menus in Top
Ring. To enable it you must assign it to the Top Ring context menu.
a. Select Admin > Service Health > Repositories > Context Menus, and open the Top
Ring context menu for editing.
b. Select the Show group, click Add Action, and select Open in a new window. Save
your change.
3. Result
The Open in New Window option is added to the right-click menu available in Top Ring.
How to Customize the Watch List Component

Within the infrastructure settings, you can customize the maximum number of CIs in a Watch List, or
its refresh timeout setting. (For an overview of the Watch List component, see Watch List in the APM
User Guide.)
To customize the Watch List settings, select Admin > Platform > Setup and Maintenance >
l Select Applications.
l Select Service Health Application.
l In the Service Health Application - Watch List area, modify the following options.
o Max number of CIs. The maximum number of CIs that can be added to a Watch List page.
o Refresh Request Timeout. The number of milliseconds before Watch List will time out.
How to Configure the Business Impact Component

Within the Business Impact component, a bar icon indicates each CI's business impact, using a rating
from zero (no impact) to 5 (high impact). For an overview of the component, see Business Impact
Component in the APM User Guide.
Within the monitored environment represented by the RTSM, a CI can impact business entities and
SLAs, either via a direct Impact link to them, or if one of the CI's ancestors is a business entity or SLA.
If a CI impacts another CI, all its descendants also impact the CI.

How to Display the Business Impact bar in Service Health Application

Components
By default, the Business Impact bar is not displayed in the Service Health application components.
To display the bar, select Admin > Platform > Setup and Maintenance > Infrastructure
Settings:
2. Select Service Health Application.
3. In the Service Health Application - Business Impact area, modify the Display Business
Impact Bar parameter (default=false).
How to Modify which CI Types are Monitored

By default, the Business Impact component shows the following CI types (CITs), if they are have
an Impact relationship with the selected CI: Business Services, Business Processes, and
Applications. To modify which CITs are monitored, perform the following:
1. Select Admin > RTSM Administration > Modeling Studio. In the Modeling > Resources

tab, select Queries, and open the SearchForBusinessImpact query.
Within this query, the ITU_Triggered node represents the CI selected in a view, and the
Business_Element node represents the CITs which can be impacted by this CI.
2. Right-click the Business_Element node and select Query Node Properties to open the
Query Node Properties dialog box.
3. Within the Attribute tab, modify the query to add or remove CITs. When modifying the query,
use an Or relationship between CIs, rather than an And relationship. For details, see "Define a
TQL Query" in the Modeling Guide.
Do not change the name of the SearchForBusinessImpact query, or the name of the ITU_
Triggered node.
NOTE:
The changes you make are also reflected in the Business Impact Report. For example, if you
add a CIT to be displayed in the Business Impact component, this CIT also appears in the
Business Impact Report. For details on this report, see Business Impact Report.
How to Modify Which CI Relationships are Monitored

By default, the Business Impact component shows Business Services, Business Processes, and
Application CI types (CITs), if they are have an Impact relationship with the selected CI. To modify
which relationships are displayed, perform the following :
1. Select Admin > RTSM Administration > Modeling Studio. In the Resources tab, select
Queries, and open the SearchForBusinessImpact query.

2. Right-click the Virtual Compound relationship (right-click on the arrow itself) and select Edit
Compound Relationship. Within the Add/Edit Compound Relationship dialog box,
modify the relationships monitored by the query. For details, see "Compound Relationship" in
the Modeling Guide.
NOTE:
The changes you make are also reflected in the Business Impact Report. For details on this
report, see Business Impact Report.
How the Business Impact Rating is Calculated

The business impact rating can be calculated based on the following metrics:
l The criticality of the impacted business CIs, as defined by the Criticality attribute on these CIs.
l The number of business services impacted by the CI.
l The number of SLAs impacted by the CI.
If you choose to use the criticality factor only, the impact is calculated as follows: Within the
RTSM, each business CI can have a BusinessCriticality attribute defined, with a value of 1-5. If a
CI has an impact on one or more CIs that have this attribute defined, the CI's business impact
rating is the highest criticality of the CIs that it impacts.
For example, if CI-a has Impact links to CI-b and CI-c, and these two CIs have a criticality of 1 and
3 respectively, the business impact rating for CI-a displayed in the Business Impact component is
3, based on the highest criticality of the CIs that it impacts.
You can also choose to calculate the rating based on the number of impacted business entities or
SLAs. For example, if you choose SLAs only, the rating is based on the number of SLAs a CI
impacts, divided by the number of SLAs in the RTSM. This is then translated to a rating of 1-5. For
example, if a CI impacts 2 SLAs out of 10 SLAs in the model, (20% of the SLAs), this translates to a
rating of 1 (out of 5) on the business impact rating scale.
Customizing the Business Impact Rating

You can customize how the business impact rating is calculated by:
l Including or excluding any of the above metrics (criticality, number of business CIs, or SLAs) in
the calculation.
l Calculating criticality based on average criticality, or highest criticality (default).
l Assigning each metric a specific weight; for example, you can make one of the metrics more
significant in the calculation than the others.
l Assigning thresholds to the metrics that count business entities and SLAs, so that instead of
calculating based on simple average, different values are used.

For example, if you choose to calculate the rating based on the number of impacted SLAs, and a
CI impacts 2 SLAs out of 10 SLAs in the model, the CI has a rating of 1 (out of 5) on the rating
scale.
However, you can define custom thresholds so that if a specific number of CIs or SLAs are
impacted by a CI, this is mapped to a specific rating (for example, 5 CIs can be mapped to a rating
of 3), helping you to define the rating system to fit your needs.
These customizations are defined within an XML file in the infrastructure settings, as described in
How to Customize the Business Impact Calculation Method, below.
How to Customize the Business Impact Calculation

Method
By default, the business impact rating is based on the criticality of impacted business CIs, and the
number of impacted business CIs and SLAs. You can assign each of these metrics relative weights
and thresholds. For an overview of this rating system, see How to Configure the Business Impact
Component, on page 43.
To customize how the business impact rating is calculated, access the following: Admin > Platform
> Setup and Maintenance > Infrastructure Settings > Applications > Business Impact Service.
Open the Configuration XML file for editing by clicking the pencil icon. Within the XML file, each
section beginning with <metric class= defines one of the calculation options, as follows:
l id="BasedOnNumOfBusinessEntities" defines the parameters used to calculate CI impact,

based on the number of business CIs that a CI impacts.
l id="BasedOnNumOfSLAs" defines the parameters used to calculate CI impact, based on the
number of SLAs that a CI impacts.
l id="BasedOnCriticality" defines the parameters used to calculate CI impact, based on the
criticality of the business CIs that a CI impacts.
You can perform the following customizations to modify how the ratings are calculated.
Define which metrics are used in the calculation

Within one of the lines beginning with metric id, locate the string weight="<value>". If this value is
zero, the metric is not used in calculating the rating; if this value is 1, the factor is used to calculate
the rating.
For example, by default: id="BasedOnNumOfSLAs" ruleId="1" weight="1">. This means that

the number of SLAs that a CI impacts is included in the business impact rating.
Modify these weights to include (1) or exclude (0) specific metrics in the calculation.

Calculate based on highest degree of criticality or on average criticality

By default, the business impact rating is based on the highest degree of criticality of the impacted
business CIs. You can modify which rule is used to calculate the rating based on criticality, and use
average criticality instead.
Locate the line with id="BasedOnCriticality" ruleId="1". The string ruleId="1" defines that the
highest degree of criticality is used to calculate the rating.
To calculate the rating based on the average criticality of business CIs that are impacted by the CI,
modify this to ruleId="3".
Define relative weights for each of the metrics used in the calculation
If you include more than one metric in the calculation, you can assign relative weights to each
metric.
Within one of the lines beginning with metric id, locate the string weight="<value>". This value
defines the relative weight of each metric in the overall calculation, so that if you define the weight
of one metric as 1, and of another metric as 2, the first metric defines 1/3 of the overall rating and the
second metric defines 2/3 of the overall rating.
For example, suppose you define that ratings are based on criticality with a weight of 5, and on the
number of SLAs with a weight of 2. If a given CI's rating based on criticality alone would be 4, and
based on SLAs alone would be 1, the overall rating is calculated as (4x5) + (1x2) / 7 = 3.14. The
business impact rating is therefore 3 (medium).
Assign thresholds to the metrics that count impacted business CIs and SLAs
By default, if you choose to calculate the rating based on the number of impacted business CIs or
SLAs, the rating is based on the percentage of impacted CIs from the total number of relevant CIs in
your environment. For example, if a CI impacts 2 SLAs out of 10 SLAs in the model, the CI has a
rating of 1 (or 20% on the rating scale of 1 to 5).
You can define custom thresholds so that if a specific number of CIs or SLAs are impacted by a CI,
this is mapped to a specific rating, as follows:
1. Within the XML file, locate the metric for which you want to define thresholds, either in the
section metric id="BasedOnNumOfBusinessEntities" (based on the number of business
CIs that a CI impacts), or in id="BasedOnNumOfSLAs" (based on the number of SLAs that a
CI impacts).
2. Within the area headed <thresholds>, define thresholds according to the following format:
<threshold value="<number of impacted CIs>" valueMapping="<rating percentage
mapped to this threshold value>" />
For example, suppose you define thresholds as follows:

- <thresholds>
- 
</thresholds>
This means that if a CI impacts one CI, its business impact is mapped to 20%, giving it a rating
of 1 (out of 5). If this CI impacts 2 or 3 CIs, it rating is 2 or 3 respectively. If the CI impacts more
than 3 CIs, it is mapped to 80%, with a rating of 4.
Note that this mapping defines the business impact rating, independent of the total number of
business CIs or SLAs in your environment.
How to Customize the Changes and Incidents

Component
The following section describes how to customize which CIs have related requests for change and
incidents displayed in the Changes and Incidents component, and in the Hierarchy component drill-
down. For an overview, see Changes and Incidents Component in the APM User Guide.
By default, incidents and requests for change are displayed for the following CI types: Business
Service, Siebel Application, Business Application, Node. If you want to view change and incident
information for other CITs, perform the following procedure:
1. Within Admin > RTSM Administration > Modeling Studio, copy one of the TQLs within the
Console folder, and save your copy with a new name. These default TQLs perform the following:
TQL name Description
CollectTicketsWithImpacts Retrieves Service Manager incidents for the

selected CI, and for its child CIs which have an
Impact relationship.
CollectTicketsWithoutImpacts Retrieves Service Manager incidents for the

selected CI.
CollectRequestForChangeWithImpacts Retrieves Service Manager requests for change,

for the selected CI, and for its child CIs which
have an Impact relationship.
CollectRequestForChangeWithoutImpacts Retrieves Service Manager requests for change,

for the selected CI.

2. Edit the new TQL as needed. You can add CITs as described in Naming constraints for new
TQLs, below.
3. Access Admin > Platform > Setup and Maintenance > Infrastructure Settings:
l In the Service Health Application - Hierarchy (360) area, enter the name of the new TQL you
have create in the corresponding infrastructure setting.
Note that by default these infrastructure settings contain the default TQL names. If you enter a
TQL name that does not exist, the default value will be used instead.
After you modify the infrastructure setting, the new TQL will be used, and the Changes and Incidents
component will show this information for the CITs you have defined.
Naming constraints for new TQLs

The following naming constraints should be followed in the request for change without impact TQL
(see the TQL example below, on the right side of the image):
l The request for change CI type should start with directPlannedChange.

l The CI type related to the request for change should start with trigger.
The following naming constraints should be followed in the request for change with impact TQL (see
the TQL example below, on the left side of the image):
l impacterPlannedChange represents the request for change CI type.

l The CI type related to the request for change should start with impacter.
l triggerITUniverse represents the "impacted" child CIs.
Examples of request for change TQLs:

The following naming constraints should be followed in the incidents without impact TQL (see the
TQL example below, on the right side of the image):
l The incident CI type should start with directITIncident.

l The CI type related to the incident should start with trigger.
The following naming constraints should be followed in the incidents with impact TQL (see the TQL
example below, on the left side of the image):
l impacterITIncident represents the incident CI type.

l The CI type related to the incident should start with impacter.
l triggerITUniverse represents the "impacted" child CIs.
Examples of incident TQLs:

How to Set Up a Geographic Map
This section describes the processes to view real-time status indicators in a geographic map, and
gives examples. For an overview of the component, see Geographic Map in the APM User Guide.
1. Setup requirements for the Map applet

The Maps applet requires that the latest recommended version of the JRE plug-in be installed
on the client machine (see Client Requirements for Viewing APM in the APM System
Requirements and Support Matrixes).
The city names use UTF8 format. If Application Performance Management is working with a
Microsoft SQL Server, or an Oracle Server that is not configured for UTF8 support, non-English
characters are displayed as empty square brackets [ ].
2. Assign a geographical location to the appropriate CIs

To view the real-time status indicators corresponding to a view's CI on the map, you must
assign a geographical location to the relevant CIs in the view.
NOTE:
This step is not required for CIs where location (longitude and latitude) and KPIs are
already defined. For example, in the End User Locations view where a Real User
Monitor Agent is running, locations are already assigned to the CIs.
a. Select Admin > RTSM Administration > Modeling > IT Universe Manager.
b. Select a CI in the topology map or Model Explorer. From the CI's menu commands,
choose Relate to CI.
c. In Model Explorer, open the Locations view and select the location to which the CI will be
assigned.
d. Click the Relationship button, select the Membership link, and define the Membership
link direction from the location (Target CI) to the CI (Source CI). Click Save.
3. Select the display technology

You can display a geographic map using Bing Maps, a Maps applet, or Google Earth.
a. Select Admin > Platform > Setup and Maintenance > Infrastructure Settings.
b. Select Applications.
c. Select Service Health Applications.
d. In the Service Health Application - Maps Management Properties table, perform the
following (depending on which display you want to use):

l Bing MapsIf you have an Internet connection, use Bing Mapsto display the geographic
map. Locate the Use Bing Maps entry, and set the property value to true. This is the
default.
l Maps Applet. If you do not have Internet access, use the Maps applet to display the
geographic map. Locate the Use Bing Maps entry, and set the property value to false.
l Google Earth. If you have Internet access, you can use Google Earth to display the
geographic map. By default, the Export to Google Earth button appears in the
Geographical Map component. To remove this button, locate the Enable Export to
Google Earth button entry and set the property value to false (the default is true).
Note to Software-as-a-Service users: The Export to Google Earth button is not

available when working with Software-as-a-Service.
4. Assign a geographic map to a view

Assign a map to a view by selecting a view in the Geographical Map and saving the map.
To assign a geographic map to a view, open the Geographical Map component. By default,
this opens together with the View Selector component. Select the appropriate view in the View
Selector, and click Save.
If you assigned geographical location to a view's CIs, the corresponding status indicators are
displayed on the map as soon as you assign a map to the view.
NOTE:
To remove CI icons from the map, you must delete their geographical location.
5. Refine the geographic map

You can also refine the geographic display depending on the type of display you have selected.
You can:
l Adjust the geographical map using the elements described for each type of map. For
details, see Geographic Map.
l Customize the map. For details on Bing Map, see How to Customize a Bing Map, on page
56. For details on the Map Applet, see How to Customize the Maps Applet, on page 57.
6. Save changes
When you finish adjusting the map to fit your needs, click the Save button. The map is then
saved for this view based on the adjustments you have made.
This section also includes the following:
l How to Display Geographic Map With Google Earth , on page 54

l How to Customize a Bing Map, on page 56

l How to Customize the Maps Applet, on page 57

How to Display Geographic Map With Google Earth
Note to Software-as-a-Service users: This feature is not available when working with Software-
as-a-Service.
You can view the geographic map information in a three-dimensional map using the Google Earth
feature. This section describes the processes to view status indicators in Google Earth. For an
overview of the component, see Geographic Map in the APM User Guide.
1. Select the Appropriate Display Technology

To use Google Earth you must select the appropriate display technology. For details, see How
to Set Up a Geographic Map, on page 51.
2. Import Location Status into Google Earth

You can import the location status information shown in the geographic map for the current
view into a local Google Earth application. After importing the information, Google Earth
displays all the CI status indicators in the appropriate geographical locations.
To list all the views you create in the same folder, create a new folder (for example, an
Application Performance Management folder) in the Places folder in Google Earth, and then
add to that folder all the views you create.
You can create a view in Google Earth by creating a network link using the view's URL. This
creates a container folder and a sub-folder.
To import location status into Google Earth:
a. If you have not already installed Google Earth on your local computer, open the Google
Earth site (http://earth.google.com/) and download the application.
b. Click the View in Google Earth button. Follow the instructions in the Integration with
Google Earth page.
c. Open the Google Earth application.
d. Click the My Places directory in the Places area.
e. If this is the first time you are creating a view in Google Earth, in the Create In area, click
New Folder and enter Application Performance Management to create a new folder called
Application Performance Management.
If the Application Performance Management folder already exists in the Create In area
tree, select the folder.
f. Select Add > Network Link.
g. The Google Earth - New Network Link dialog box opens.
h. Enter the view name in the Name box.

i. Paste the URL displayed in the Integration with Google Earth page to the Location box.
NOTE:
This URL creates a container folder called by the name you specified in the Name
box, and a sub-folder called by the name of the view.
j. Click OK to close the New Network Link dialog box.

The Google Earth page displays the Application Performance Management folder in the
Places area.
k. Open the Application Performance Management directory to list the views you have
added.
3. Set the Refresh Rate for the View

You can set the refresh rate of the view sub-folder.
To set the refresh rate for the view:
a. Right-click the view sub-folder.
b. Select Properties.
c. Click the Refresh tab.
d. In the Time-Based Refresh area, select Periodically from the When list and select 1
minute in the Time.
e. Click OK.
4. View Indicators by Status

You can filter the status indicators that are displayed in Google Earth to include specific
statuses.
To view the indicators by status:
a. In the Places area, expand the Application Performance Management folder.
b. Select the view you want to display. The folder displays the list of statuses of the CIs in
the view.
c. Select one or more of statuses. Only the CIs with the selected statuses are displayed in
Google Earth.

How to Customize a Bing Map
You can customize a Bing map using the following options. All the steps in this task are optional and
can be performed in any order.
Specify the Size of the Indicators

You can modify the default size (19 pixels) of the indicators that are displayed on the Bing map.
To modify the size of the indicators, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings, click Applications, select Service Health Applications, and enter the
indicator size (in pixels) in the Indicator size in Bing Map entry in the Service Health Application
- Maps Management Properties table.
Specify the Statuses to Be Displayed

You can select the statuses you want to display in the Bing map.
To specify the statuses to be displayed, select Admin > Platform > Setup and Maintenance >
Infrastructure Settings, click Applications, select Service Health Applications, and locate the
Ignore gray statuses entry in the Service Health Application - Maps Management Properties
table. Select one of the following options:
l ALL. Locations with gray statuses (downtime, stopped, no data and uninitialized) are not
displayed on the map.
l NO. Locations with gray status are displayed on the map.
Specify the Time Delay

You can modify the default time delay between the completion of new location download from the
server and the display of the information by Bing Map(in seconds). Use larger values if user has
slower connection.
To modify the time delay, select Admin > Platform > Setup and Maintenance > Infrastructure
Settings, click Applications, select Service Health Applications, and locate the Wait after
getting data entry in the Service Health Application - Maps Management Properties table.
Enter the delay (in seconds). The default is 4.

How to Customize the Maps Applet
You can customize the Maps applet using the following options. All the steps in the task are optional
and can be performed in any order.
Specify the Map Refresh Rate

You can modify the map refresh rate. The default is 30 seconds. To modify the map refresh rate,
select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
l In the Service Health Application - Maps Management Properties table, locate the Maps
Applet Refresh Rate entry. Change the refresh rate as needed.
Specify the Maximum Number of CIs Displayed in a Location's Tooltip

You can specify the maximum number of CIs that can be displayed in the tooltip for a location in the
Geographic Map. The default is 10.
Keep in mind that the CIs are displayed in the Caused by section in the tooltip, so do not specify
more than can be accommodated.
To modify the maximum number of CIs displayed in a location's tooltip, select Admin > Platform
> Setup and Maintenance > Infrastructure Settings:
l Select Service Health Applications.
l In the Service Health Application - Maps Management Properties table, locate the Maximum
CIs in tooltip for location entry. Enter the new maximum.

Chapter 7: Setting up KPIs and HIs
Each CI has KPIs and HIs (health indicators) that define what is monitored for that specific CI. The
status and value of these indicators show how well the CI is performing. The following sections
describe how KPIs and HIs are assigned to CIs, and how these indicators are calculated.
l How KPIs and HIs are Attached to CIs, below

l HI and KPI Definitions, on the next page
l How HIs and KPIs are Calculated, on the next page
l About Business Rules, on page 60
l Initial CI Status, on page 60
l Invalid Indicators, on page 60
l Notes and Limitations for KPIs and HIs, on page 61
NOTE:
For an introduction to health indicators and KPIs, see Health Indicators and KPIs in the APM
User Guide.
How KPIs and HIs are Attached to CIs

A KPI or HI can be attached to a CI in one of the following ways:
l Assignment. KPIs and HIs may be assigned to a CI as part of the CI creation. CIs are
automatically assigned default KPIs and HIs according to the nature of the CI, using the
Assignment mechanism. You can edit an HI assignment or a KPI assignment to define additional
indicators that you want added to the CIs.
For more information on HI and KPI assignments and how they define the default indicators, see
Customizing KPI and HI Assignments, on page 179.
l Propagation. KPIs may be attached to a CI as a result of propagation from child CIs. Most KPIs
propagate up through the hierarchy, so that parent CIs have the same KPIs as all their child CIs.
Each KPI added by propagation has its own business rule and properties. For example, the
Availability KPI for a child CI may use the Worst Status Rule (taking the worst status of all the
HIs on the CI), while the same KPI for the parent CI (added by propagation from the child CI)
may use the Percentage Rule.
For more information on the propagation mechanism and how it defines the default KPIs, see
Customizing KPI Propagation, on page 209.
l Manual Administration. KPIs and HIs can be manually attached to a CI in the Service Health
Administration CI Indicators tab. You may want to attach new KPIs and HIs to a CI, in addition to

the default/propagated KPIs, to broaden the information displayed on the CI. For example, you
can add an OT Impact KPI to assess the ongoing cost of an application that is not available.
You can also use the CI Indicators tab to edit KPIs and HIs that are assigned to a CI, and
remove KPIs and HIs from a CI. For details, see Customizing CI Indicator Settings in a View, on
page 85.
HI and KPI Definitions

Application Performance Management provides a selection of predefined KPIs and HIs to work with
Service Health. HI and KPI definitions come from content providers that send information to
Application Performance Management, such as Real User Monitor. These content packs contain
the default parameters for each HI and KPI.
HI and KPI definitions generally include the following:
l The business rule which calculates status and value of the HI and KPI. (Event-based HIs do not
use business rules.)
l The calculation source ("Calculation Based On"). HIs are calculated from monitored CI data
samples; KPIs are calculated based on HIs, other KPIs, or both. For example, a KPI's metrics
might be generated from HIs on child CIs (for example, when using the Summary of Values rule),
or from other KPIs attached to the same CI (for example, when using the Impact Over Time rule).
l The thresholds (objective values) that the HI and KPI measurement is compared against; and the
status (color) allocated to the HI and KPI based on the defined thresholds.
l Where and how to display the status indicator for the HI and KPI in Service Health, and where to
store KPI measurements.
How HIs and KPIs are Calculated

HIs and KPIs are calculated as follows:
l Some HIs get their status directly from events. In this case, an event is sent to the APM event
manager, and the event manager assigns the corresponding HI its status based on the event
definitions.
l Other HIs are metric-based; a data collector sends a data sample related to a monitored CI to the
Business Logic Engine. The Business Logic Engine identifies the sample using the HI selector,
as relevant for a specific monitored CI. Based on the HI definitions, the Business Logic Engine
uses a business rule to calculate the HI status and value for the monitored CI.
l After an HI is calculated, the Business Logic Engine calculates the KPIs which are based on this
HI, using the KPI business rule definitions. If this calculation causes a change in the status of a
KPI, the Business Logic Engine recalculates the corresponding KPI of each parent CI, using the
new status information. If the new measurement causes a change in the status for that KPI, the
new status is again passed up the hierarchy to the corresponding KPI instances for the parent

CIs, and so on.
NOTE:
Some monitoring solutions include a value for the HI along with its status, while others only
set the HI's status.
About Business Rules

Metric-based HIs and KPIs always have an associated business rule that defines how the indicator
is calculated. These rules are defined in the Business Rule Repository, where you can edit
predefined rules, or create customized rules. For details, see Understanding the Service Health
Calculation Rules, on page 310.
Some rules are specific to a particular KPI or HI, while others can be used for a variety of indicators.
In the Indicator and KPI Repositories, each indicator has a defined default rule, and a list of rules
that can be used with that indicator. HIs are calculated using rules for metrics from monitored CIs,
while KPIs are calculated using group rules.
Initial CI Status
In event-based environments (for example when using Diagnostics in event mode), if a CI is
discovered but it does not yet have any events attached, the CI is displayed in APM with No Data
status. This can cause a situation where there are many CIs with No Data status in the NOC,
which may confuse operators.
An infrastructure setting enables you to define that a CI’s initial status will be OK and not No data,
until the first event arrives related to the CI. (The first event creates HIs and KPIs, and sets KPI
status for the CI.) Note that if you activate this setting, CIs that are discovered but not monitored
will be in OK status and not in No Data status.
To set initial CI status as OK, access Admin > Platform > Setup and Maintenance >
Infrastructure Settings > Applications > Service Health Application - Service Health Layout
Properties. Locate the parameter Set CIs with no KPIs to OK status (instead of “No Data”).
Set the parameter’s value to True. The change takes effect after the next UI refresh.
NOTE:
Reports will show KPI data for the CI only after the first event, and not from CI discovery.
Invalid Indicators
Within Service Health administration, you may see a KPI or HI labeled as Invalid. An indicator
becomes invalid if its indicator type or its rule type are missing in the repositories.
If you have an instance of an invalid indicator in your system, you can manually delete the indicator
within the CI Indicators tab if you do not need it. If you want to restore the invalid indicator and
make it valid again, contact Support.

Notes and Limitations for KPIs and HIs

l Any change you make to the KPIs and HIs for a CI—adding new indicators, deleting indicators,
or editing indicator properties—are seen in any view that includes the CI.
l There are no restrictions on the type of KPI that can be attached to a CI. HIs and business rules
are restricted to specific CI types by their definitions in the repositories. You must ensure that
you select KPIs, HIs, and business rules that are appropriate for the CI type.
l KPIs added to a CI as part of an SLA definition in Service Level Management Administration
have no relevance to the Service Health KPIs and do not appear in the CI Indicators tab.
Conversely, KPIs added to a CI in the CI Indicators tab have no relevance for the CI when it is
included in an SLA, and do not appear for the CI in Service Level Management.
l Deleting a KPI may impact other KPIs that are dependent on the deleted KPI. For example, OT
Impact is calculated based on the status of another KPI, such as Availability; in this case,
deleting the Availability KPI would prevent calculation of OT Impact.
l Unlike KPIs, HIs do not have Downtime status. HI behavior is dependent on the centralized
Downtime configuration setting: If samples are sent for the HI, its status continues to be updated
even if the related KPI is in downtime. If no samples are sent, the HI will enter No Data status
when the No Data Timeout has passed.
Configuring KPIs and HIs - Overview

This section describes the main options for configuring KPIs and HIs.
Edit a template of a KPI, HI, or rule in the repositories

Template definitions for KPIs, HIs, and the business rules used to calculate these indicators, are
defined in the repositories. If you want to globally edit a KPI, HI, or business rule, access one of the
following:
l KPI Repository. For details, see KPIs Repository page, on page 239.
l Indicator Repository. For details, see Indicator Repository page, on page 254.
l Business Rule Repository. For details, see Customizing KPI and HI Calculation Rules, on
page 265.
NOTE:
Tooltips are configured within the rule repository.
Modify KPI or HI assignments

KPIs, HIs, and business rules, are assigned to CIs using the assignment mechanism. When a new
CI is added to your monitored system, the assignment mechanism assigns the appropriate KPIs

and HIs to the CI. When you assign a KPI or HI to a CI, or when you attach a CI to another CI, the
propagation mechanism propagates the appropriate KPIs to the parent CIs.
For details about modifying KPI and HI assignments, see Customizing KPI and HI Assignments,
on page 179.
Add KPI or HI instances to CIs

You can add KPI or HI instances to one or more CIs, using the CI Indicators tab. For example, you
may want to add the OT Impact KPI to a number of CIs in your view.
You can add a default KPI or HI provided with Application Performance Management, or add a
custom KPI or HI that you defined within the repositories. For details on adding an indicator to a CI,
see Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on page 88 and Adding HIs to CIs,
or Modifying HI Settings (Health Indicators Tab), on page 96.
Edit a KPI or HI on a CI or on multiple CIs

You can modify KPI or HI definitions on one or more CIs, using the CI Indicators tab. For example,
you may want to edit definitions of the Availability KPI on a specific CI, or across a number of CIs.
For details on editing a KPI or HI on a CI, see Adding KPIs to CIs, or Modifying KPI Settings (KPIs
Tab), on page 88 and Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab), on page
96.
Define thresholds for a KPI or HI

KPIs and HIs are assigned statuses by a comparison between their values, and their threshold
definitions. For details on how to define thresholds, see How to Define Thresholds for KPIs and
HIs, on page 67.
Define a selector for an HI

Within HI definitions, selector expressions filter data samples to target only those samples that are
relevant for the HI. You can combine selectors expressions into groups, to create complex filters.
For details on how to define selectors, see How to Define Selectors for HIs, on page 98.
Modify the user mode for a KPI

Application Performance Management provides the option to define Service Health KPIs for two
different user types (modes): operations and business. This option enables the creation of two
versions of a single KPI, where each KPI version is geared towards the particular viewing
requirements of one of the user types.
For details on working with User Modes, see Create KPIs for Operations and Business User
Modes, on page 72.

Edit specific rule parameters

Each business rule uses various rule parameters that can be customized, either globally in the rule
repository, or on a specific instance of a KPI or HI using the CI Indicators tab. For details on each of
the rule parameters, see Understanding the Service Health Calculation Rules, on page 310.
The following are examples of rule parameters that you can customize:
l No Data Timeout. HI rules (for example, the Transaction Availability Rule) includes the No
data timeout rule parameter. This parameter defines the number of seconds from the time the
last sample was received, until the HI is timed out—at which point the HI changes to decay
status (gray).
l Trend and History Calculation. You can modify the way the trend and history statuses are
calculated and displayed, by editing the hidden rule parameters. For details, see Hidden
Parameters, on page 278.
Customize KPI, Trend And History, and Top Ring status icons
You can customize the set of KPI, Trend and History, and Top Ring status icons. For details, see
How to Change the KPI Status Icons, on page 37.
KPI and HI Thresholds

KPI and HI (health indicator) thresholds define the standards for allocating business status to the
indicators. The following sections describe thresholds and how to define them for an indicator.
l About Status and Thresholds, below

l Assigning Statuses to HIs and KPIs, on the next page
l HIs on SiteScope Monitor CIs, on page 65
l BTM (Business Transaction Management) CIs , on page 65
l Defining Logical Thresholds, on page 65
l Excluding Statuses, on page 66
l Units of Measurement for Thresholds, on page 67
About Status and Thresholds

The status displayed for a KPI or HI in Service Health provides an indication of how well a business
process or system is meeting your business objectives. Based on traffic light colors (with some
additional colors), the Service Health shows you if the KPI or HI measurement is acceptable
(green), critically failing (red), or is at some business risk level between the two.

Five statuses are available in Service Health for active status, each representing a different level of
business performance. Depending on the CI and indicator types, active status may be represented
in Service Health using from two to all five of these status levels:
l OK (green)
l Warning (aqua)
l Minor (yellow)
l Major (orange)
l Critical (red)
Assigning Statuses to HIs and KPIs

Some HIs take their status directly from an event (event-based HIs), while others use Service
Health or Service Level Management business rules to calculate status (metric-based HIs).
Definitions of HIs are contained in the Indicator Repository. Event-based HIs map an event's state
to the corresponding HI's severity. For example, suppose you create an HI called CPU Load for an
event named CPULoad, and you assign this HI a severity of Critical if the event's state is High. In
this case, the HI's status is Critical when such an event occurs (event = CPULoad, state = High).
For further details, see Indicator Repository, on page 250.
Metric-based HIs and KPIs use business rules to calculate their status, as follows:
l A business rule calculates a measurement for the KPI or HI.

l The calculated measurement is compared with defined threshold values.
l The KPI or HI is assigned a status according to where the measurement falls within the threshold
levels. For example, if a KPI measurement of 50% falls within the definition of the Minor
threshold, the KPI is assigned Minor status (yellow).
NOTE:
If an HI has no thresholds defined, its status is Informational.
The threshold values used for each KPI or HI can originate from various sources:
l The business rule definitions in the Business Rule Repository provide default threshold values
for every rule that uses thresholds. The business rules generally define different threshold values
for each of the five statuses used in Service Health. You can define new default threshold values
for a business rule, as described in New Rule/Edit Rule Dialog Box, on page 270.
l The Assignment mechanism may specify specific threshold values to be used with the business
rule for a KPI or HI. These values override the values from the Business Rule Repository.
l The Assignment mechanism may specify reference values for the threshold parameters, so that
the threshold values are taken from the threshold values defined in End User Management
Administration. These values override the values from the Business Rule Repository.

l You can modify the threshold values for an individual KPI or HI in the Service Health
Administration CI Indicators tab, while adding or editing a KPI or HI. The new values override
values from the Assignment mechanism or from the business rule. For details, see Customizing
CI Indicator Settings in a View, on page 85.
HIs on SiteScope Monitor CIs

For HIs on SiteScope monitor CIs, status is based on the status received from SiteScope
(calculated according to the thresholds defined in SiteScope). Three status levels are used in
Service Health:
l OK (green) in Service Health corresponds to Good or OK status in SiteScope

l Minor (yellow) in Service Health corresponds to Warning status in SiteScope
l Critical (red) in Service Health corresponds to Error status in SiteScope
The SiteScope status definitions cannot be changed in Service Health, so the business rules for
HIs on SiteScope monitors do not include threshold values.
BTM (Business Transaction Management) CIs

For BTM CIs (from Business Process Monitor and Real User Monitor), HI and KPI status is
calculated by comparing the indicator measurement with threshold values. For the BTM CIs, you
can edit these threshold values in the CI Indicators tab to use as many of the status levels as you
require.
NOTE:
KPIs and HIs created for CIs by the Assignment mechanism templates, frequently have
threshold values that differ from the default ones used by the business rule. However, when
editing one of these indicators in the CI Indicators tab, if you select a different rule and then
revert to the original rule, the original threshold values are replaced with the rule default
values.
Defining Logical Thresholds

The thresholds values for a KPI or HI should cover the whole spectrum of possible active
measurements for that indicator, which correspond to the OK, Critical, Major, Minor, and
Warning statuses. The thresholds do not include the indicator values corresponding to the No
Data, Downtime, Stopped, and Informational statuses.
The KPI or HI measurement is evaluated against each threshold level, starting from OK (green),
and continuing (in order) to Critical (red). This process stops at the first threshold level into which
the measurement fits.

For example, suppose you set thresholds of OK < 8 seconds and Minor < 12 seconds. If the value
is 9 seconds, it does not match the OK threshold but it does match the Minor threshold, so the
indicator's status is Minor.
To define where the boundaries of each threshold level falls, each threshold from OK to Major is
associated with an Operator. (The Critical threshold definition is always Otherwise, meaning that
this status is applied to all measurements that fall beyond the Major threshold limit.) You can select
the operator that matches your requirements; the same operator is applied to all threshold levels.
The available operators are:
>
>=
<
<=
You must ensure that the thresholds contain logical values (according to the data type) and are
correctly ordered, and that the operator is logical for the order.
Excluding Statuses
Not all the statuses need be used for a KPI; for example, the OT Impact KPI by default uses only
OK (green) and Critical (red) status.
When the threshold value for a status is left blank, Service Health ignores that status during KPI
status calculation. For example, an HI for a transaction may have the following thresholds defined
(taken from the threshold settings for the transaction in End User Management Administration):
In this case, if the measurement for the HI does not fall into the OK threshold level, then Warning is
skipped and the measurement is evaluated against the Minor threshold level. If it does not fall into
that level, Major is also skipped, and the HI is assigned Critical status.
TIP:
If you want to exclude statuses when editing the threshold values for a KPI or HI, it is
recommended that you use this method.

Units of Measurement for Thresholds

The threshold use a unit of measurement, shown after the threshold value box:
The unit is part of the business rule definition, and indicates the format of the calculated
measurement. This format may reflect the units used by the incoming data (for example,
milliseconds for performance time data), or it may be a new format applied as a result of the
business rule calculations (for example, dollars for a financial loss calculation). If required, the
default unit for a rule can be changed in the rule definition (as described in New Rule/Edit Rule
Dialog Box, on page 270).
How to Define Thresholds for KPIs and HIs

The status displayed for a KPI or HI (health indicator) provides an indication of how well a business
process or system is meeting your business objectives.
In most cases, KPIs and HIs are assigned a status as follows: A business rule calculates a
measurement for the indicator. This measurement is compared with the threshold definitions, and the
indicator is assigned a status according to how the measurement compares to the thresholds.
The following task describes how to define thresholds for a KPI or HI assigned to one or more CIs. For
more details on how thresholds work, see KPI and HI Thresholds, on page 63.
NOTE:
For a general overview of working with the CI Indicators page, see Customizing CI Indicator
Settings in a View, on page 85.
To define thresholds for a KPI or HI:
1. Within the CI Indicators tab, select one or more CIs in the upper pane. You can use the keyboard
CTRL key to select multiple CIs.
2. Within the CI Data pane, select the KPIs or Health Indicators tab depending on the type of
indicator whose thresholds you want to define.
3. Open an indicator for editing, and define the thresholds as described in KPI and HI Thresholds, on
page 63.

For KPI user interface details, see Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on
page 88.
For HI user interface details, see Adding HIs to CIs, or Modifying HI Settings (Health Indicators
Tab), on page 96.
4. The KPI or HI thresholds are changed for all of the selected CIs. If one of the selected CIs already
has different thresholds defined for this indicator, a dialog box enables you to either keep the old
thresholds or to apply the new thresholds to the CI. For details on the UI fields, see Modified
Values Dialog Box, on page 118.
Example:
An HI is assigned to monitor transaction performance on a CI, using the Transaction

Performance Rule to set its status. For this transaction, the required thresholds are as follows:
l Acceptable average performance time is under 6000 milliseconds.

l Performance time that exceeds 6000 milliseconds is of concern.
l Performance time of 8000 milliseconds is seriously problematic.
l Performance time of 10000 milliseconds is critical.
l In addition, Warning status is not required for this KPI.
In the Edit Health Indicator window, the threshold levels and operator are set as follows:
When a measurement is calculated for the HI from the incoming performance data, the
measurement is compared with the thresholds assigned to the HI as follows:
l For a measurement under 6000 milliseconds, status = OK

l For a measurement of 6000 milliseconds or more, but under 8000 milliseconds, status =
Minor
l For a measurement of 8000 milliseconds or more, but under 10000 milliseconds, status =
Major
l For a measurement of 10000 milliseconds or more, status = Critical

Selectors for Metric-Based HIs

Application Performance Management receives real-time data from data samples for monitored CIs,
sent by external systems. The data samples contain information collected by a monitoring system
(either or third-party), and are supplied to Application Performance Management over the bus.
When a monitored CI has a metric-based HI (health indicator) assigned, the HI properties include a
selector. A selector is a filter definition that defines which samples are relevant for the HI calculation.
The Business Logic Engine filters the data samples arriving on the bus using selectors. The selector
identifies and catches the data that is relevant for each CI and its HIs. The HI's business rule is applied
to those data samples which pass the selector filtering. Different selectors can be used by different HIs
(with corresponding rules), enabling the use of different samples for each HI.
If required, you can edit the default HI selectors using the Service Health Admin > CI Indicators tab.
You can attach new HIs to a CI, assign rules, and manually define HI selectors. For a task that shows
how to define selectors, see How to Define Selectors for HIs, on page 98.
Selectors can be defined in the following ways:
HI Assignments
You can create or customize an HI assignment rule for each CI type. An assignment rule includes a
condition and a task. The condition describes specific characteristics of a CI. The task describes
the HIs, rules, rule parameters, thresholds, and selectors that are to be assigned automatically to
the CI when the condition occurs, if the assignment is running. For details, see Add/Edit Health
Indicator Assignments for CI Type Dialog Box, on page 192.
EMS
The mechanism used to integrate EMS (Enterprise Management Systems) software into
Application Performance Management includes an assignment rule mechanism. The assignment
rule mechanism is triggered when a specific CI attribute is updated. An assignment rule includes a
condition and a task. The condition describes specific characteristics of a CI. The task describes
the HIs, KPIs, rules, rule parameters, thresholds, and selectors that are assigned automatically to
the CI when the condition occurs, if the assignment is running. This task description includes a
selector. For details, refer to the EMS Integration documentation.
KPI Trend and History Calculation

Each KPI can include three icons: Status, Trend, and History. For an overview, see Understanding KPI
Status and KPI Status Colors and Definitions in the APM User Guide.

History Calculation
The history status icon displays either the worst status or the average status for the CI's KPI during
a specified time period.
The calculation method for history status is determined by the value set for the HistoryType
parameter (one of the global parameters in the Business Rule Repository, described in Global
Parameters Dialog Box, on page 282). The possible calculation methods are Worst (default value)
or Average. Whichever calculation method is used, only status scores that have meaning (scores 0
to 20—the non-gray icons) are taken into consideration.
l Worst. Takes the worst status over the period of time specified in the HistorySize parameter
(also one of the global parameters).
For example: if HistorySize is one hour (default value) and the KPI's values for the last hour are:
10, 10, 5, 0, -2, 20, the worst status is 0, so the history icon is red.
l Average. Takes the average status over the period of time specified in the HistorySize
parameter (Simple Moving Average). The calculation result is rounded to the nearest of the
following values: 0, 5, 10, 15, or 20.
For example: if HistorySize is one hour and the KPI's values for the last hour are: 10, 10, 5, 0, -2,
20, the Average status is 10 (rounded from (10+10+5+0+20)/5=9), so the history icon is yellow.
Trend Calculation
The trend status icon shows the trend in real-time status for the CI KPI, using three directions: up,
down, and no change.
Trend analysis is performed by comparing the Simple Moving Average (SMA) value for a long
window with the SMA for a short window. If the short window SMA is higher than the long window
SMA, the trend is considered to be up. If the long window SMA is higher, the trend is considered to
be down. The SMA is calculated only on status scores that have meaning (scores 0 to 20—the non-
gray icons).

l Long window SMA. Based on the mean status of a KPI over the period of time specified in the
HistorySize parameter (default = 1 hour), one of the global parameters in the Business Rule
Repository, described in Understanding the Service Health Calculation Rules, on page 310.
l Short window SMA. Based on the mean status of a KPI over the period of time defined by
(TrendRate * HistorySize). The TrendRate parameter (default = 0.3) represents the time rate
between the long and short window, and is defined in the hidden parameters described in Hidden
Parameters, on page 278.
Modifying the Trend and History Status Calculations

You can modify the way the trend and history statuses are calculated and displayed, by editing
certain rule parameters. A rule parameter can be set as follows:
l As part of the global rule parameters that apply to all rules and affect all CIs. For details on editing
global parameters, see Global Parameters Dialog Box, on page 282.
l Directly for a rule, so that it affects all CIs that use this rule. For details on editing rule
parameters, see New Rule/Edit Rule Dialog Box, on page 270.
Some parameters for trend and history statuses are predefined and can be viewed and edited in the
Business Rule Repository page; others are hidden, but can be manually added on the Repositories
tab if you want to override the parameter default value.
Persistent Data and Historical Data

To save status changes for a KPI (persistent data), the KPI must be attached to a CI whose Save KPI
data over time for this CI option has been selected. For details, see Customizing the CI Data Over
Time Setting (CI Properties Tab), on page 110.
The option is selected by default for logical CIs, and for CIs that are important for problem isolation,
such as Business Application, Business Process, Business Service, and Host.
When this option is selected, all status changes are saved. If you also want to save data on actual
measurements for KPIs, you must activate the saveValuesToPersistency global parameter in the
Business Rule Repository. You can also change the default interval by modifying the value of the
saveValuesToPersistencyInterval option. For details, see Customizing Rule Parameters and
Thresholds, on page 275.
If you select the Save KPI data over time for this CI option, and also activate the
saveValuesToPersistency global parameter, the following information is stored in the database:
l Every status change for each KPI

l The current calculated value for each KPI, read at regular time intervals (the default time interval is
15 minutes)

TIP:
Saving historical data for long periods of time or for many CIs and KPIs should be used with
care; using this option can require a lot of database disk space and affect overall performance.
When you no longer require data to be saved for a CI, clear the Save KPI data over time for
this CI check box for that CI. Alternatively, make sure to define purging by the Partition
Manager according to your retention policy. For details, see Partitioning Databases and
Purging Historical Data from Databases in the APM Platform Administration Guide.
This capability is used in the Service Health reports. For details, see CI Status Reports in the APM
User Guide.
Create KPIs for Operations and Business User

Modes
You can define Service Health KPIs for two different user types (modes): operations and business.
This option enables the creation of two versions of a single KPI, where each KPI version is geared
towards the particular viewing requirements of one of the user types. Each user type sees the
appropriate version of the KPI in the Service Health views.
For example: You might want to create two versions of the Availability KPI, so that the Availability KPI
for an operations user shows Critical status (red) when transaction availability is below 30%, and the
Availability KPI for a business user shows Critical status when transaction availability is below 20%.
1. Assign a user mode

There are two ways to assign a user mode to a user:
l The system administrator, when defining new users in the Admin > Platform > Users
and Permissions > User Management page,can set User Mode to Unspecified,
Operations User, or Business User. By default, all new/existing users are set as
Unspecified (meaning that they see KPIs for both modes in Service Health).
l Users can change their own user mode in the Admin > Personal Settings > User
Account page. Select the required mode from the User mode list.
After changing the mode in the User Account page, you must log out of Application
Performance Management and log in again to see the mode filtering work.
2. Define KPI versions for the user modes

The following steps describe how to define different versions of a KPI to use with each user
mode. You can assign user modes to a new KPI that you define, or to an existing KPI by
cloning or overriding the KPI. For more information, see KPIs Repository page, on page 239.

a. Access the Admin > Service Health > Repositories > KPIs page.
b. Define the business user version of the KPI:
l Either create a new KPI, clone an existing KPI, or edit an existing KPI based on your
needs.
l Give the KPI an appropriate name; for example, add the suffix _biz (as in
Availability_biz).
l Select Business in the Applicable for User Mode list.

c. Define the operations user version of the KPI:
l Either create a new KPI, clone an existing KPI, or edit an existing KPI based on your
needs.
l Give the KPI an appropriate name; for example, add the suffix _ops (as in
Availability_ops).
l Select Operations in the Applicable for User Mode list.

Note: If you edit a KPI, the edited KPI replaces the original KPI throughout Service
Health, so all CIs that are assigned the original KPI (for example, Availability) are
automatically updated to the new version (for example, Availability_ops).
d. Edit the details for each KPI version, according to your requirements. For example, you
might want different business rules to apply to each version. For more information, see
New KPI/Edit KPI Dialog Box, on page 240.
e. To use a different version of a business rule with each KPI version, you must define the
rule versions in the Business Rule Repository. For example, for two versions of the
Availability KPI, you may require two versions of the Transaction Availability Rule, each
with different default objective values.
For details on defining business rules, see Customizing KPI and HI Calculation Rules, on
page 265.
3. Attach KPI versions to CIs

You can manually attach the KPI versions to the CIs to which you want them to apply.
l If the original KPI is already attached to CIs (for example, the Availability KPI is
automatically attached to transaction CIs), then the edited KPI (for example,
Availability_ops) is automatically attached to the CIs instead. You can manually attach
the second KPI version (for example, Availability_biz).
l If there are two new KPI versions, one for business and one for operations then for every
applicable CI you manually attach the two versions (and delete the original KPI if it is not
required).
To attach the KPI versions to CIs, select Admin > Service Health > CI Indicators page,
and add the KPI versions to each CI where they are required. You can add the KPI to multiple

CIs in one operation. For details, see Adding KPIs to CIs, or Modifying KPI Settings (KPIs
Tab), on page 88.
PNR (Point of No Return) KPI Calculation

Service Level Management data can be displayed within Service Health using the Service Health PNR
(Point of No Return) KPI, which monitors how well agreement objectives are being met.
Service level agreements regularly include a clause covering unavailability, that is, the period of time
that a system may be down. For example, if availability must be 98.5%, then a system may be
unavailable 1.5% of the time.
When configuring the Service Health PNR KPI, you define which SLA, calendar, tracking period and
Service Level Management KPI the Service Health PNR KPI is monitoring. The PNR KPI then tracks
how long the CI has been unavailable during the specified period based on the status of the specified
SLM KPI, and how much time it can be unavailable before the SLA is breached.
PNR Calculation Example

In the following example, a breach threshold is defined in the SLA as 90%, and the calculation
period is from 7 AM to 5 PM (10 hours). The CI can therefore be unavailable for up to one hour total
before the SLA is breached. The PNR KPI is defined to use the SLM Application Availability KPI.
The Service Health PNR KPI objectives are set at >= 80% (OK), 60% (Warning), 40% (Minor), 20%
(Major). This means that when the CI is unavailable for less than 12 minutes the KPI is OK, when
the CI has been unavailable for 12 minutes (20% of one hour) the KPI enters Warning, when it has
been unavailable for 24 minutes (40% of one hour) the KPI enters Minor, and so on. When the CI
has been unavailable for a total of one hour the KPI enters Breached status, since the SLA can no
longer be met.
The following table provides a detailed example of the PNR KPI calculation mechanism:
Time Availability to Total time Time until PNR KPI Service Health
time (%) unavailable breach calculated PNR KPI status
value
8:00 100 0 60 100 OK
9:00 80 24 36 60 Warning
10:00 80 36 24 40 Minor
11:00 85 36 24 40 Minor
12:00 88 36 24 40 Minor

Time Availability to Total time Time until PNR KPI Service Health
time (%) unavailable breach calculated PNR KPI status
value
13:00 90 36 24 40 Minor
14:00 88 50.4 9.6 16 Critical
15:00 87 62.4 -2.4 -4 Breached
16:00 87 70.2 -10.2 -17 Breached
17:00 87 78 -18 -30 Breached
l At 8:00 the CI has 100% availability, and the PNR KPI status is OK.
l At 9:00 the CI has 80% availability, meaning it was unavailable for 24 minutes out of two hours.
Since the CI was unavailable for 40% of the total time that it can be unavailable (one hour), the
PNR KPI enters Warning.
l At 10:00 the CI has 80% availability, meaning it was unavailable for 36 minutes out of three
hours. The CI has now been unavailable for 60% of the total time it can be unavailable (one hour),
and the PNR KPI enters Minor.
l At 14:00 the CI has 88% availability, meaning it was unavailable for 50.4 minutes out of seven
hours. The CI has now been unavailable for 86% of the total time it can be unavailable (one hour),
and the PNR KPI enters Major.
l At 15:00 the CI has 87% availability, meaning it was unavailable for a total of 62.4 minutes.
Since the SLA allows the CI to be unavailable for no more than one hour, the PNR KPI enters
BREACHED, and stays in that state until the end of the calculation period.
For details on working with the PNR KPI, see How to Attach a PNR KPI to a CI, on page 236.

Chapter 8: Working With Health Indicators
HI configuration in Service Health administration is done in the repositories, assignment definitions,
and view management tabs.
Repositories
The repositories includes the meta-data definitions for Service Health calculations, such as
indicator types, KPI types, and rules. If you need to create a new KPI or HI in APM, its definition
must be added to the relevant repository.
For more information about working with the repositories, see Repositories Overview, on page 224.
Assignments
The assignments contain automatic rules that create the KPI and HIs instances that are associated
with any new CI, when a CI is discovered and reported by any of the monitoring applications or by
the RTSM discovery.
l HI assignment rules are required for HIs that are fed by metric samples. The mechanism of
creating HIs fed by events is data driven, meaning the HI instance is created by the first event
that affects the HI. The mechanism for HIs fed by metrics is configuration driven, meaning the HI
instances must be created in advance.
l KPI assignment rules are required for all HI types; these rules determine the logic of the KPI
based on the CI's HIs, and/or child CI's KPIs.
Within the assignments, the Monitored by attribute enables you to set different assignment rules
for the same HI or KPI according to the monitoring application. For example, you may want to
calculate the Application Availability KPI using the Worst Status Rule if the data is monitored by
BPM, and using the Average Status Rule if the data is monitored by RUM.
For more information about Assignment configuration, see Customizing KPI and HI Assignments,
on page 179.
View Management > CI Indicators

You can define specific HIs and KPIs at the view level for specific CIs, using the CI Indicators tab.
You can choose one or more CIs and adjust their list of assigned HIs, change business rules,
change KPI calculation logic by removing or adding HIs, and change the KPI rule or calculation
scope. For details, see Customizing CI Indicator Settings in a View, on page 85.

Health Indicator Definitions

CI types and HIs
An HI describes a certain measurement of a CI, and is associated with a specific CI type. For
example, the Windows CI type will have HIs such as CPU Load and Memory Utilization, and the
Business Transaction CI type will have Real user performance and Volume HIs.
A CI type may inherit HIs from its parent CI type; for example HIs assigned to the Database CI type
also apply to the Oracle or DB2 CI types, and are applied to any Oracle and DB2 database CI.
HIs and their data sources

HIs can be created by samples and rules. The HI is created as part of the Service Health HI
assignment mechanism.
An HI can be generated by multiple monitoring domains; for example Network Latency can be fed
by the RUM engine.
HI attributes
HIs are defined in the Indicator Repository. In addition to general attributes such as name and
description, for each HI you can define if the HI is applicable for SLM and/or Service Health. This
offers the flexibility to have dedicated HIs for each application; by default all HIs are set to be
calculated for both applications.
HI state and status

An HI's severity is represented by a combination of state and a status. The state contains
descriptive information of the value or the situation (for example overloaded or much higher than
normal). The status represent the severity in the typical Service Health levels: OK, Warning, Minor,
Major, Critical.
Each state is mapped to a status; one status can be translated into more than one state. For
example, the states overloaded and much higher than normal can both be mapped to Major severity.
If there is more than one state mapped to a given severity, you can specify which state is used by
default.
HIs generating events

Within the HI definition, you can determine whether HI status changes for metric-based HIs trigger
an event to the event browser, to notify the operator about threshold violations. This is typically
used for end user experience issues.
Service Health and SLM default rules

The attributes for default rules define the default business rule used to calculate metric-based HIs.

How to Create an HI and Trigger an Event When its

Status Changes - Use-Case Scenario
This use-case scenario shows how to create a new HI for business transaction CIs, and trigger an
event every time the HI's status changes. The event is then assigned automatically to EUM
administrators.
The following prerequisites must be filled:
l The application must be monitored by RUM.

l A rule must retrieve a new metric from business transactions monitored by RUM; for this example
we will monitor SSL handshake time.
l The event browser license is required.
To create an HI and trigger events when its status changes
1. Within Service Health Administration, open the Indicators Repository. Select the Business
Transaction CI type.
2. Create a new HI called SSL Handshake Time. Define its general properties and three statuses:
Normal, Warning and Critical. Select the rule that will extract the SSL handshake time.

3. Select the Generate Events check box, and click Configure Events.
4. Within the Event Configuration dialog box, in the General > Category field, type EUM Events,
and save.
5. Within Operations Bridge Manager (OBM ex OMi) configuration integration, select Event
Automation > User Groups Assignments. For information about the OBM-APM integration,
see the OBM Integration Guide.
6. Create an new rule called EUM Events. Create a filter called EUM Events which filters for the
EUM Events category (this is the category of the events triggered by the HI's status change).

7. Select the EUM Administrators user group to receive event notifications.
When the SSL Handshake Time HI changes status, an event is triggered, and it is sent to the EUM
administrators.

How to Create an Event Based on CI Status

Changes - Use-Case Scenario
This use-case scenario shows how to generate events based on CI status changes. This use-case can
be beneficial for an application manager who receives CI status alerts when the application's status
gets worse. However, during the night he is not available, and he wants the operator to be notified when
the application's status changes.
1. Within Service Health Administration, select CI Status Alerts, and click Open Template
Repository Manager.
2. Duplicate the CI status alert open default template, and save it as CI status alert during non-
working hours.
3. In the Custom Attributes area, click New Key. Drag and drop the Alert trigger time attribute,
and set the values for non-working hours shown below.
4. Select the relevant view and CI, and create an alert with the required attributes. In the Action
page, click New Event Generation, and select the CI status alert during non-working hours
event template.
When the CI's status changes during non-working hours and an alert is generated, the alert is now sent
to the operator and not to the application manager.

How to Customize an HI Monitored by SiteScope -

Use-Case Scenario
This use-case scenario shows how to associate a custom HI with a SiteScope monitor. This use-case
helps you enrich the default HI content provided by SiteScope with additional metrics monitored by
SiteScope.
1. Within Service Health Administration, open the Indicators Repository. Select the Computer CI
type.
2. Create a new HI named Special Computer CPU, and set its states to Critical, Minor, and OK.
Select SiteScope Worst Status Rule as its default rule.
3. Within Service Health Administration, open the KPI Assignments tab. Select the Computer CI
type, and clone the SiteScope related KPIs assignments.
4. Open the cloned assignment for editing. Add the System Performance KPI to the KPI
configuration, and define it as calculated based on the new HI.
5. Within System Availability Management Administration, open the Metrics and Indicators tab.
6. Select the CPU monitor in order to map it to the Special Computer CPU HI.
7. Click New Assignment. In the Metric Pattern field, enter the following string: /utilization.*/.
8. Select the Computer CIT, and select Special Computer CPU from the list of HIs.

9. Within the Summary tab, create a CPU monitor on the SiteScope server. In the monitor's
Properties > Threshold Settings area, define the indicator's states and severities. When you
finish, run the monitor.

10. Within the Service Health application, open Top Ring. Select the System Hardware Monitoring
view, and verify that the monitored CI has the correct HI, and the correct HI value and color.
TIP:
You can now change the HI, and modify its thresholds. Within SiteScope, open the CPU
monitor's Properties >Integration Settings, and choose a different HI. You can then
redefine the HI's values in the Threshold Settings area. You will see the new HI, with its
status based on the new thresholds, within the Service Health application.

Chapter 9: Customizing CI Indicator Settings in
a View
The following sections describe how to use the CI Indicators page to add KPIs, HIs (health
indicators), and context menus to CIs within a view, and edit existing indicator settings. You select one
or more CIs in the upper pane, and then modify CI definitions using the lower pane.
Related Topics:
l Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on page 88

l Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab), on page 96
l Customizing the CI Data Over Time Setting (CI Properties Tab), on page 110
l Customizing CI Context Menus (CI Properties Tab), on page 108
l Creating Breakdowns in Local Impact Views, on page 129
To access
Select Administration > Service Health > CI Indicators.
Learn About
About KPIs and HIs
For general information on how these indicators work, see Setting up KPIs and HIs, on page 58.
The default templates of KPIs and HIs are defined within the repositories. When you assign a KPI
or HI to a CI, you can use the default indicator properties as defined in the repository, or you can
modify properties for the indicators.
For details on the KPI repository, see KPI Repository, on page 231. For details on the Indicator
repository, see Indicator Repository, on page 250.
NOTE:
Attaching an indicator to a CI, and defining the indicator properties, must be undertaken with
care; these actions can result in KPIs and HIs that give an inaccurate performance
assessment in Service Health. For details, see Setting up KPIs and HIs, on page 58.
Selecting CIs in the <View Name> Pane

Within the CI hierarchy a CI may appear more than once. If you select a CI, all instances of that CI
are automatically selected.

Chapter 9: Customizing CI Indicator Settings in a View
Virtual CIs (defined in the RTSM as Group By CIs) cannot have indicators or context menus
assigned to them, and cannot have breakdowns defined on them. You cannot select virtual CIs in
the CI Indicators page.
UI Description
<View Name> Pane
The <View Name> pane in the upper part of the page displays CIs and their assigned KPIs. After
you select a view in the upper left corner, this pane shows the view name as its title. The pane
displays a hierarchy of the CIs in the view, their CI types, and their assigned KPIs. Each row in the
table represents a CI in the view hierarchy.
In local impact views, this pane also indicates whether a breakdown has been defined, for each CI
in the view.
After you select one or more CIs in this pane, the KPIs and HIs that are shared by the selected CIs
appear in the CI Data pane. You can modify these details as required.
User interface elements are described below:
UI Element Description
(A-Z)
<Filter At the top of each column there is a box which enables you to filter specific
Box> elements in the column; for example you can select a CIT, or one or more KPIs to
be displayed. To filter by CI Name, press Enter to activate the filter.
When a CI matches a filter, its parent CIs are displayed as well. To select the CIs
which match a filter (for example for a bulk action), click the Select by Filter
button.
<View Select a view from this dropdown list to display information on the CIs in this view.
List>
The icons next to the view names indicate the type of view; for details see
Creating Global Views and Local Impact Views (LIVs) with View Builder, on page
120.
Select all. Select all the CIs.
Clear Selection. De-select all the CIs.
Select by Filter. Select the CIs which match the filter (defined in the filter box at
the top of a column).

(A-Z)
Expand all. Display all the CIs in the hierarchy.
Collapse all. Display only the highest level CIs in the hierarchy.
Refresh. Refresh the display.
Breakdown In local impact views, this column shows one of the following regarding each CI:
l A breakdown can be defined on this CI (no icon).

l A breakdown has been defined, using this CI as the root CI.
l This CI is included in a defined breakdown (not as the root CI).
l No breakdown can be defined on this CI; a tooltip provides details.
To define a breakdown or display details on a breakdown that has been defined,

select one or more CIs and open the Breakdown tab in the CI Data pane.
Note: If you have selected a view which is not a local impact view, the breakdown
column is not visible, and the breakdown tab in the CI Data pane is disabled.
CI Name The name of the CI.
CI Type The CIT of the CI.
Hide KPIs If KPIs are displayed, click the Hide KPIs button to remove the list of KPIs from
the display.
KPIs Icons representing each of the KPIs assigned to the CI; a tooltip shows the KPI
name and its associated business rule. (The Legend pane on the lower right side
of the CI Indicators tab also provides definitions of these icons.)
To edit, add, or remove KPIs, select one or more CIs and modify its KPI definitions
within the CI Data pane.
Show KPIs If KPIs are not displayed, click the Show KPIs button to display the list of KPIs
assigned to the CIs.
Legend Pane
The Legend pane on the bottom right side of the page provides full names for the KPIs displayed in
the upper pane.

CI Data Pane
The CI Data pane on the lower left side of the page displays details regarding the CIs that you
selected in the upper pane of the CI Indicators page, and enables you to modify CI details. This
pane enables you to perform the following:
UI Element (A-Z) Description
KPIs tab Edit, add or remove KPIs on these CIs.
Health Indicators tab Edit, add or remove HIs on these CIs.
CI Properties tab Modify the context menus and CI data over time settings for these CIs.
Breakdown tab Define CI breakdowns in local impact views.
NOTE:
If more than one CI is selected in the upper pane, the CI Data pane shows the information
that is shared by all the selected CIs. For example, if two CIs are selected in the CIs pane:
one CI has Availability and Performance KPIs assigned, and the other CI has only
Availability assigned, the KPIs tab shows the Availability KPI only.
Troubleshooting
Debugging the CI Indicators Page
To debug the CI Indicators page, press Alt-Ctrl-L to activate the client log debugging
mechanism. The log files are located in <username>\.hp\logs.
Adding KPIs to CIs, or Modifying KPI Settings (KPIs

Tab)
The following section describes how to add KPIs to CIs within a view, and how to modify existing KPI
settings within a view.
NOTE:
For an overview of the CI Indicators tab, see Customizing CI Indicator Settings in a View, on
page 85.
To access
1. Select Administration > Service Health > CI Indicators.

2. In the upper left corner of the CI Indicators tab, select a view.

3. In the lower left area, select the KPIs tab.
Learn About
Adding KPIs to CIs
There can be only one instance of each KPI for a CI. For each new KPI, you define the KPI type and
business rule. Where relevant, you also define additional information required by the rule.
You can attach a KPI that exists in the KPI Repository, or create a new KPI. For details, see KPI
Repository, on page 231.
When you attach a KPI to multiple CIs, the KPI is added to all CIs that do not already have that KPI
attached. All instances of the KPI have the same defined business rule and properties.
NOTE:
If you create an HI that has a Business Rule that uses a Groovy Script (for example API
Group and Sibling Rule), be aware that there is a 4k limit on the size of the KPI Calculation
Script.
Tasks
How to Add a KPI or Edit KPI Properties
1. Select a view within the CI Indicators tab, then select one or more CIs in the upper pane. You
can use the keyboard CTRL key to select multiple CIs.
2. The CI Data pane > KPIs tab shows the indicators that are assigned to all of the selected CIs.
(If a KPI is assigned to one of the CIs but not to another, it will not appear in this pane.)
l To add a KPI, click Add.
l To edit a KPI, select the indicator whose properties you want to modify, and click the Edit
button.
l To remove a KPI from one or more CIs, select the indicator in the CI Data pane, and click
the Delete button.
3. Define KPI properties:
a. In the KPI area, specify the KPI and its business rule, calculation method, and related HIs
(when relevant).
b. In the KPI Properties area, define information required by the rule such as rule parameters
or API script, as well as the thresholds used to calculate KPI status.

NOTE:
Adding a related HI to a KPI does not assign the HI to the CI itself; this means that
if the HI is assigned to the CI, this KPI will include the HI in its calculation.
The list of Available Health Indicators that can be used to calculate the KPI on the
selected CIs is based on their CI Types. The Indicator Repository defines which
HIs are applicable to each CI Type. For details, see Indicator Repository, on page
250.
4. The KPI is added to all of the selected CIs that do not already have that indicator attached. All
instances of the indicator on these CIs will use the same defined business rule and properties.
If one of the selected CIs already has the indicator assigned, a dialog box enables you to either
add the indicator only to those CIs where it was not originally assigned, or override the original
assignments on all the CIs. For details, see Confirm CI Changes Dialog Box, on page 116.
If you select a few CIs in the upper pane and edit an indicator assigned to these CIs using the
lower pane, this dialog box appears when a field changes from [Mixed Values] to a specific
value. For example, if a KPI has a Warning threshold of 80% on one CI and on another CI it has
a threshold of 90%, and you modify both to 95%, you can then specify which CI to change.For
details, see Modified Values Dialog Box, on page 118.
Related Tasks
l Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab), on page 96
l How to Define Thresholds for KPIs and HIs, on page 67
UI Description
This section includes:
l CI Data Pane > KPIs Tab, below

l Add KPI/Edit KPI Dialog Box, on page 92
l Edit Health Indicators in KPI Calculation Dialog Box, on page 96
CI Data Pane > KPIs Tab

(A-Z)
Add KPI. Create a new KPI.
Edit KPI. Edit the details of a selected KPI.

(A-Z)
Delete KPIs. Delete one or more selected KPIs.
Synchronize KPIs with global view. This button is only enabled in a local
impact view, if you have deleted a KPI on one or more CIs. You can press this
button to synchronize the KPI on the local impact view with global views. If the
KPI is still attached to the CI in global views, it is restored in the local impact
view. If it has been deleted from the CI in global views, it is deleted in the local
impact view.
Export to Excel. Export the table to an Excel file.
Export to PDF. Export the table to a PDF file.
Business The business rule used to calculate the measurement and status for the KPI. If
Rule you have selected multiple CIs and these CIs use different rules to calculate this
KPI, [Mixed Values] is displayed in this field.
For an explanation of the role of the rules, see About Business Rules, on page 60.
For information about each individual rule, see Understanding the Service Health
Calculated This indicates if the KPI is calculated by:

Based On
l Health indicators and child KPIs. The KPI is calculated by the HIs
assigned to the CI, and by the KPIs assigned to the child CIs.
l Assigned health indicators. The KPI is calculated by the HIs assigned to
the CI.
l KPIs assigned to child CIs. The KPI is calculated by the KPIs assigned to
the child CIs.
l HIs; if none, use child KPIs. The KPI is calculated by the HIs assigned to
the CI; if there are no HIs assigned, the KPI is calculated by the KPIs
assigned to the child CIs.
If you have selected multiple CIs and these CIs use different methods to
calculate the KPI, [Mixed Values] is displayed in this field.
KPI Domain The domain which contains this KPI. Domains are groups of KPIs which monitor
similar functions (for example Application or Network); this enables you to filter
KPIs according to these groupings. For details see KPI Domains in the APM

(A-Z)
User Guide.
KPI Name The name of the KPI assigned to the selected CI. For information about each
KPI, see List of Service Health KPIs, on page 232.
Related The list of HIs whose values are used in calculating this KPI. If multiple CIs are
Health selected, this field can show one of the following:
Indicators
l The names of the HIs that are used to calculate this KPI on all of the selected
CIs.
Note that if an HI is used for only some of the CIs, it is not displayed.
l No health indicators. None of the selected CIs use HIs to calculate this KPI.
l No health indicators in common. None of the selected CIs use the same
HIs to calculate this KPI.
Status This column displays the current status of the KPI - active, or deleted. If a KPI
has been deleted from a CI in a local impact view, this column shows the
KPI's status as Deleted. (All other KPIs are listed as Active.)
Note: To realign a deleted KPI with its global view setting, click the
Synchronize KPIs with global view button.
Add KPI/Edit KPI Dialog Box

This dialog box enables you to assign KPIs to CIs or to edit the properties of a CI's KPIs. To
access, select CIs in the upper pane, and click Add KPI or Edit KPI in the lower KPIs tab.
KPI Area
UI Description
Element
(A-Z)
Add or remove HIs from the list of Related Health Indicators which are used to
calculate the KPI. For details, see Edit Health Indicators in KPI Calculation
Note: Adding a related HI to a KPI does not assign the HI to the CI itself; this
means that if the HI is assigned to the CI, this KPI will include the HI in its

UI Description
Element
(A-Z)
calculation.
Business After selecting a KPI, the Business Rule list is automatically updated to
Rule display all business rules that are applicable for the selected KPI.
Applicable rules are those that are applicable to the CI Type and to the KPI, as
defined in the Rule Repository. For information about each individual rule, see
Understanding the Service Health Calculation Rules, on page 310.
Select the required rule from the list. The rule is used to calculate the
measurement and status for the KPI.
If you have selected multiple CIs and these CIs use different rules to calculate
this shared KPI, [Mixed Values] is displayed.
Note: After selecting a rule, the dialog box is automatically updated to display
the areas (Business Rule Parameters, API Rule Definitions, Objective,
and so on) that are relevant for the selected rule.
Calculated Select one of the following calculation methods:

Based On
l Health indicators. The KPI is calculated by the HIs assigned to the CI.
l Child KPIs. The KPI is calculated by the KPIs assigned to the child CIs.
the CI; if there are no HIs assigned to the CI, the KPI is calculated by the
KPIs assigned to the child CIs.
Create Click this link to create a new KPI in the KPI Repository; you can then save
New KPI changes to apply this new KPI to the selected CIs.
For details, see Add KPI/Edit KPI Dialog Box, on the previous page.
KPI Select a KPI from the KPI list. The list contains the names of all available KPIs
(KPIs that are already attached to the CI are not included in the list). For an
explanation of each individual KPI, see List of Service Health KPIs, on page
232.
Note: When defining a KPI for multiple CIs, the KPI list contains all KPI types

UI Description
Element
(A-Z)
(except those already assigned to the CIs).
Related This shows which HIs will be used to calculate the KPI on the selected CIs.
Health
To modify, click the buttons to the right of this field, as described in the button
Indicators
descriptions above.
KPI Properties Area

After you select a rule, the KPI Properties area displays the areas (Business Rule
Parameters, PNR Parameters, API Rule Definitions, and Thresholds) that are relevant for
the selected rule, as described in the following sections.
Business Rule Parameters Area

This area enables you to view and modify rule parameters for the selected rule. All parameters
have default values.
If required, modify the parameter values by entering a new value in the appropriate boxes. The
information after each box indicates the type of value that can be entered (for example, Any
Number, Text, or Boolean).
For information about rule parameters and possible values, refer to the relevant rule as described
in List of Rule Parameters, on page 294.
PNR Parameters Area

This area enables you to define parameters relevant for the PNR KPI. For details, see How to
Attach a PNR KPI to a CI, on page 236.
UI Element (A- Description
Z)
Calendar Select the calendar for which the PNR KPI is calculated.
SLA Select the agreement for which the PNR KPI is calculated.
SLM KPI Select the Service Level Management KPI for which the PNR KPI is
calculated.
Tracking Select the tracking period for which the PNR KPI is calculated.

Z)
Period
API Rule Definitions Area

This area is displayed when you select an API rule in the Business rule list. For details, see
Service Health Rules API - Overview in the APM Extensibility Guide.
(A-Z)
KPI Enter the KPI calculation script for the rule you are creating using the Rules
Calculation API. The contents of the script depends on the rule type, as follows:
Script
l API Group and Sibling Rule. See API Group and Sibling Rule in the APM
Extensibility Guide.
l API Sample Rule. See API Sample Rule in the APM Extensibility Guide.
l API Duration-Based Rule. See API Duration-Based Sample Rule in the
APM Extensibility Guide.
Sample Enter the names of the sample fields you want to use in the script. Separate
Fields between the sample names with a comma.
Note: Displayed only when you select the API Sample rule or the API
Duration-Based rule in the Business rule list.
Thresholds Area
This area enables you to define value ranges that are used to determine status for the KPI. The
measurement for the KPI (calculated by the business rule) is compared with the thresholds, and
a color status is assigned accordingly.
The thresholds are defined in a unit of measurement appropriate to the type of data dealt with by
the rule. The unit is indicated after the thresholds value box.
This area is displayed when relevant. If required, you can modify the default values for the
thresholds. For details, see How to Define Thresholds for KPIs and HIs, on page 67.

OK, Warning, Enter the required threshold value for each status in the appropriate
Minor, Major, box. Ensure that the numbers you enter are logically ordered.
Critical
Operator Select the required operator. This operator is applied for all the
thresholds.
Edit Health Indicators in KPI Calculation Dialog Box

This dialog box enables you to add or remove HIs (health indicators) from the list of HIs which are
used to calculate a KPI, on one or more CIs.
To access, within the Add/Edit KPI dialog box, click the Edit button next to the Related Health
Indicators field.
Move all HIs to the Selected Health Indicators list.
Select an HI from the Available Health Indicators list, and click to add it
to the Selected Health Indicators list.
Select an HI from the Selected Health Indicators list, and click to remove
it.
Remove all HIs from the Selected Health Indicators list.
Available Health This shows the list of HIs that can be used to calculate the KPI on the
Indicators selected CIs, based on their CI Types.
Selected Health This shows which HIs will be used to calculate the KPI on the selected CIs.
Indicators
Adding HIs to CIs, or Modifying HI Settings (Health

Indicators Tab)
The following section describes how to add HIs to CIs within a view, and how to modify existing HI
settings within a view.

NOTE:
page 85.
To access
1. Select Administration > Service Health > CI Indicators.
2. In the upper left corner of the CI Indicators tab, select a view.
3. In the lower left area, select the HIs tab.
Learn About
Adding HIs to CIs
You can use the following procedure to attach an HI that exists in the Indicator Repository, or create
a new HI. For details, see Indicator Repository, on page 250.
There can be only one instance of each HI for a CI. For each new HI, you define the HI type and
business rule. Where relevant, you also define additional information required by the rule.
When you attach an HI to multiple CIs, it is added to all CIs that do not already have that HI
attached. All instances of the HI have the same defined business rule and properties.
Tasks
How to Add an HI or Edit HI Properties
2. The CI Data pane > HIs tab shows the indicators that are assigned to all of the selected CIs.
(If an HI is assigned to one of the CIs but not to another, it will not appear in this pane.)
l To add an HI, click Add.
l To edit an HI, select the indicator whose properties you want to modify, and click the Edit
button.
l To remove an HI from one or more CIs, select the indicator in the CI Data pane, and click
the Delete button. When you delete an HI, it is also removed from the Related HIs list of the
KPIs which are calculated by that HI.
3. Define HI properties:
l If the HI is event-based and not metric-based, select Health Indicator Fed By > Events
Only; no further configuration is required. For details on the different types of HIs, see
Events and HIs - Overview, on page 250.

l If the HI is also metric-based, select Health Indicator Fed By > Metrics and Events, and
specify the HI's business rule. In the Health Indicator Properties area, define information
required by the rule such as rule parameters or API script, as well as the thresholds used to
calculate HI status. Use selector definitions to filter the samples relevant for the HI.
NOTE:
If an HI has a default rule defined in the repository this rule is initially selected for the HI;
otherwise the first applicable rule in alphabetical order is selected. If there is no
applicable rule for the HI, no rule is selected.
When you add an HI to a CI, its selector is taken by default from the HI Assignments, if
there is an assignment that matches this HI. If not, you are prompted to define the HI's
selector.
4. The HI is added to all of the selected CIs that do not already have that indicator attached. All
instances of the indicator on these CIs will use the same defined business rule and properties.
If one of the selected CIs already has the indicator assigned, a dialog box enables you to either
add the indicator only to those CIs where it was not originally assigned, or override the original
assignments on all the CIs. For details, see Confirm CI Changes Dialog Box, on page 116.
If you select a few CIs in the upper pane and edit an indicator assigned to these CIs using the
lower pane, this dialog box appears when a field changes from [Mixed Values] to a specific
value. For example, if a KPI has a Warning threshold of 80% on one CI and on another CI it has
a threshold of 90%, and you modify both to 95%, you can then specify which CI to change.For
details, see Modified Values Dialog Box, on page 118.
How to Define Selectors for HIs

When you assign an HI (health indicator) to a CI, you can define selector expressions to filter data
samples to target only those samples that are relevant for the HI. A selector expression requires a
Field, an Operator, a Type, and a Value, defined in that order.
l How to define a selector, below

l How to define an additional selector expression within a block, on the next page
l How to define an alternative expression block, on page 100
l How to combine blocks that have internal conditions, on page 100
How to define a selector

1. Within the CI Indicators tab, select one or more CIs in the upper pane. You can use the
keyboard CTRL key to select multiple CIs.
2. Within the CI Data pane, select the Health Indicators tab, and open an HI for editing.

3. Within the Add Health Indicator/Edit Health Indicator dialog box, locate the Selector area
and perform the following actions:
l To add a new expression group, click Add Row > Add OR Clause.
l To add a selector expression to an existing group, select a row within a group and click
Add Row > Add Selector Expression.
4. Define one or more selector expressions to build your selector, as follows:
l Enter the required reference property in the Field box and select an operator from the
Operator list. Enter details regarding the required value for the property in the Type and
Value box.
l Every selector must include the definition of the sample type required for the HI, so when
manually defining a selector, at least one selector expression must contain this
information.
For example, for an HI that relates to transaction measurements, the selector must catch
transaction samples, which are defined by the sample type trans_t in the selector. For
details on these samples, see Sample: BPM Transaction (trans_t), on page 1388.
TIP:
The Field and Value properties are case sensitive and must be entered precisely
as used in the data samples from the data source, or the selector fails. The
recommended method is to take the values from the samples published on the
bus. For details, see Data Samples, on page 1372.
l Narrow the filter by using a logical And operator to attach additional selector expressions
to an expression block.
l Widen the filter by using a logical Or operator to add alternative expression blocks (each
containing one or more selector expressions).
You can define as many selector expressions and blocks of selector expressions as
required.
How to define an additional selector expression within a block

To define an additional selector expression within a block, click the Add Row button and select
Add Selector Expression. For example, you can define a filter that looks for transaction
samples that contain both profile name X and transaction name Y.

How to define an alternative expression block

To define an alternative expression block, click the Add Row button and select Add OR
Clause. For example, you can define a filter that looks for transaction samples that contain
either profile name X or transaction name Y.
How to combine blocks that have internal conditions

You can also combine blocks which use internal conditions. For example, a data sample
qualifies for the following selector if the selector expressions a and b in block 1 are both true, or
if the selector expressions c and d in block 2 are both true.

Related Tasks
l Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on page 88
l How to Define Thresholds for KPIs and HIs, on page 67
UI Description
l CI Data Pane > Health Indicators Tab, below

l Add Health Indicator/Edit Health Indicator Dialog Box, on the next page
l Add New/Edit Selector Field Dialog Box, on page 107
CI Data Pane > Health Indicators Tab

UI Description
Element
(A-Z)
Add Health Indicator. Create a new HI.
Edit Health Indicator. Edit the details of a selected HI.
Delete Health Indicators. Delete one or more selected HIs.
Synchronize Health Indicators with global view. This button is only enabled in a
local impact view, if you have deleted an HI on one or more CIs. You can press this
button to synchronize the HI on the local impact view with global views. If the HI is
still attached to the CI in global views, it is restored in the local impact view. If it has
been deleted from the CI in global views, it is deleted in the local impact view.
Business The business rule used to calculate the measurement and status for the HI. If you
Rule have selected multiple CIs and these CIs use different rules to calculate this shared
HI, [Mixed Values] is displayed in this field.
For an explanation of the role of the rules, see About Business Rules, on page 60.
For information about each individual rule, see Understanding the Service Health

UI Description
Element
(A-Z)
Health The name of the HI assigned to the selected CI.

Indicator
Name
Related The list of KPIs which use this HI in their calculations.

KPIs
Scope This displays one of the following:
l Global. The HI exists in the global view and has not been overridden in the local
impact view. In a global view all HIs are global.
l Local. The HI was overridden or created in the local impact view.
Status This column displays the current status of the HI - active, or deleted. If an HI has
been deleted from a CI in a local impact view, this column shows the HI's status as
Deleted. (All other HIs are listed as Active.)
Note: To realign a deleted HI with its global view setting, click the Synchronize
Health Indicators with global view button.
Add Health Indicator/Edit Health Indicator Dialog Box

This dialog box enables you to assign HIs to CIs or to edit the properties of a CI's HIs . To access,
select CIs in the upper pane, and click Add Health Indicator or Edit Health Indicator in the lower
Health Indicators tab.
This dialog box enables you to assign HIs (health indicators) to CIs, or to edit the properties of a
CI's HIs.
Health Indicator Area

UI Description
Element
(A-Z)
Business After selecting an HI, the Business Rule list is automatically updated to display
Rule all business rules that are applicable for the selected HI.

UI Description
Element
(A-Z)
Applicable rules are those that are applicable to the CI Type, as defined in the
Indicator Repository. For information about each individual rule, see
Understanding the Service Health Calculation Rules, on page 310.
Select the required rule from the list. The rule is used to calculate the
measurement and status for the HI.
If you have selected multiple CIs and these CIs use different rules to calculate
this shared HI, [Mixed Values] is displayed.
Note: After selecting a rule, the dialog box is automatically updated to display the
areas (Business Rule Parameters, API Rule Definitions, Objective, and so
on) that are relevant for the selected rule.
Health Select an HI from the Health Indicator list. The list contains the names of all
Indicator available HIs based on CI Types; the Indicator Repository defines which HIs are
applicable to each CI Type. For details, see Indicator Repository, on page 250.
HIs that are already attached to the CI are not included in the list.
Note: When defining an HI for multiple CIs, this list contains the HIs that are
applicable for all of the CIs (according to their CI Types).
Health This shows one of the following:

Indicator
l Events Only. The status of the HI is event-based, taken from an ETI. In this
Fed By
case, this dialog box only shows the areas that are relevant for defining event-
based HIs.
l Metrics and Events. The status of the HI may be metric-based (from
samples), or event-based (from an ETI). In this case, you must also specify
the rule used to calculate the HI, and any required rule parameters.
l {Mixed Values}. The HI is assigned to more than one CI, and in one CI (or
more) it is based on events only, and in one CI (or more) it is based on metrics
and events. In this case, you must also specify the rule used to calculate the
HI, and any required rule parameters.
Select one of these options to define the source of the HI's status.
For details on the types of HIs, see Events and HIs - Overview, on page 250.

Health Indicator Properties Area

If your HI is metric-based, after you select a rule the Health Indicator Properties area displays
the areas (Business Rule Parameters, API Rule Definitions, Thresholds, and Selectors)
that are relevant for the selected rule, as described in the following sections.

This area enables you to view and modify rule parameters for the selected rule. All parameters
have default values.
If required, modify the parameter values by entering a new value in the appropriate boxes. The
information after each box indicates the type of value that can be entered (for example, Any
Number, Text, or Boolean).
For information about rule parameters and possible values, refer to the relevant rule in List of
Rule Parameters, on page 294.

Service Health Rules API in the APM Extensibility Guide.
(A-Z)
KPI Enter the KPI calculation script for the rule you are creating using the Rules
Calculation API. The contents of the script depends on the rule type, as follows:
Script
l API Group and Sibling Rule. See API Group and Sibling Rule in the APM
Note: Displayed only when you select the API Sample rule or the API
Duration-Based rule in the Business rule list.
Thresholds Area
This area enables you to define value ranges that are used to determine status for the HI. The

measurement for the HI (calculated by the business rule) is compared with the thresholds, and a
color status is assigned accordingly.
The thresholds are defined in a unit of measurement appropriate to the type of data dealt with by
the rule. The unit is indicated after the thresholds value box.
This area is displayed when relevant. If required, you can modify the default values for the
thresholds. For details, see How to Define Thresholds for KPIs and HIs, on page 67.
OK, Warning, Enter the required threshold value for each status in the appropriate
Minor, Major, box. Ensure that the numbers you enter are logically ordered.
Critical
thresholds.
Selector Area
This area enables you to define a selector that identifies which data samples are relevant for this
health indicator on this CI. The selector acts as a filter for the incoming data, so that the Service
Health engine can map the incoming data samples that match the filter, to the HI and CI.
If you select Use Default, the selector is taken from the HI Assignments, if there is an
assignment that matches this CI and HI. If not, you are prompted to define the HI's selector.
For details on selector functionality, see Selectors for Metric-Based HIs, on page 69. For details
on each of the selector expression fields, see Add New/Edit Selector Field Dialog Box, on page
107.
User interface elements are described below (unlabeled elements are shown in angle brackets):
(A-Z)
Add Row. The dropdown list contains two options:
l Add Selector Expression. Enables you to define a selector expression to

add to the selector filter currently selected in the Selector table. The added
selection expression has an AND relationship.
l Add OR Clause. Enables you to define a selector expression to add to the
selector table, as the first expression in a new selector filter. The new

(A-Z)
selector filter has an OR relationship with other selector filters in the

Selector.
Edit. Opens the Edit Selector Field dialog box for the currently selected
selector expression row, where you can edit the expression details.
Delete. Deletes one or more selected selector expressions rows. The button
deletes a whole selector filter if the AND or OR heading for the filter is
selected.
Copy. Use to copy one or more selector expression rows, or a whole selector
filter, to the clipboard. The copied expressions are then available to paste
within the current selector.
Cut. Use to cut one or more selector expression rows and paste them
elsewhere within the selector.
Note: The rows continue to appear until you click Paste.
Paste. Pastes the selector expression rows on the clipboard to the Selector
table. The expressions are pasted after the selected row in the table.
If you are pasting a whole selector filter, it is pasted as a new filter (with OR
relationship).
AND Group heading for a single selector filter in the Selector table.
Copy Copies the entire contents of the Selector table to the clipboard, for use in other
Selector to HI selectors.
Clipboard
Expression When you have defined a selector, this area displays a summary of the
Summary selector conditions.
Field The field that is searched for in the incoming data samples, to compare with the
Name selector expression. For details on the sample fields, see Data Samples, on
page 1372.
Operator The relational operator that is used to compare the actual value for the
referenced field against the value defined in the selector expression.
For details on each operator usage, see Selector Expression Operators -

(A-Z)
Reference, on page 114.
OR Group heading for each selector filter in the Selector table, when there are two
or more filters.
Paste Pastes the selector on the clipboard to the Selector table.

Selector
Note: The pasted selector overwrites any information previously in the
from
Selector table.
Clipboard
Type The data type for the specified value (can be String, Double, Integer, Long,
Boolean, Float, or Binary).
Use Select this check box to use the default selector definition. If there is an HI
Default assignment that matches this CI and HI, the default from the assignment is
used. If not, you are prompted to define the HI's selector.
To define a non-default selector, clear this check box.
Value The value that is compared with the actual field value in the data samples.
Add New/Edit Selector Field Dialog Box

This dialog box enables you to define a selector expression, as part of the selector for an HI or an
Outage KPI. The selector expression is compared against each incoming data sample, generating a
result of either TRUE or FALSE.
To access, in the Add Health Indicator/Edit Health Indicator dialog box > Selector Area, click
Add Row > Add Selector Expression/Add OR Clause, or click the Edit button for an existing
selector expression. For details, see How to Define Selectors for HIs, on page 98.
UI Description
Element
(A-Z)
Name selector expression. For details on the sample fields, see Data Samples, on page
1372.
Operator The relational operator, used to compare the value defined in the Value box in the

UI Description
Element
(A-Z)
selector expression, against the actual field value in the data sample.
For example, if the selected operator is notPrefix, then the text entered in the Value
box is compared with the beginning of the value for the relevant field in each data
sample. When the prefix value in the sample does not match, the selector expression
gives a TRUE result.
Select the required operator from the dropdown list. For details on each operator
usage, see Selector Expression Operators - Reference, on page 114.
Type The data type used in the samples for the specified value, for example, String,
Integer, and so forth.
Value The value that is compared with the actual field value in the data sample, to establish
if the sample qualifies as TRUE for this selector expression.
Customizing CI Context Menus (CI Properties Tab)

CI context menu settings define which menu commands can be accessed from a CI, within the Service
Health application. The following section describes how to modify CI context menu definitions, using
the CI Indicators page.
NOTE:
page 85.
To access
1. Select Admin > Service Health > CI Indicators.
2. In the CI Data pane, select the CI Properties tab.
Learn About
CI Context Menus
For details on the context menus available in Service Health, see List of Context Menus, on page
365.
For details on modifying context menu templates, see Context Menu Repository, on page 363.

Tasks
How to Customize a CI's Context Menu
The CI Data pane > CI Properties tab shows the context menus that are assigned to all of the
selected CIs. (If a menu is assigned to one of the CIs but not to another, it will not appear in
this pane.)
2. Click Add, or select a menu and click Delete.
For details on the context menus available in Service Health, see List of Context Menus, on page
365.
UI Description
CI Data Pane > CI Properties Tab
Add Context Menu. Add a context menu to the selected CIs.
Delete Context Menu. Delete one or more selected context menus from
the selected CIs.
<Context menu> The name of the context menus assigned to the selected CIs. For details,
see List of Context Menus, on page 365.
Save KPI data Select to set Application Performance Management to save KPI data for
over time for the CIs. For details, see Customizing the CI Data Over Time Setting (CI
selected CIs Properties Tab), on the next page.
Note: This option is not available in local impact views.
Edit Context Menus Dialog Box

This dialog box enables you to assign context menus to CIs.
To access, in the CI Data pane > CI Properties tab, click the Add button.

Select a context menu from the Available Context Menus list, and click to
add it to the Active Context Menus list.
Select a context menu from the Active Context Menus list and click to
remove it.
Available The context menus that can be added to the selected CIs.
Context Menus
Active Context The context menus that are assigned to the selected CIs.
Menus
Customizing the CI Data Over Time Setting (CI

Properties Tab)
The CI data over time setting defines whether APM saves KPI status change data for CIs. The
following section describes how to modify CI data over time persistency settings using the
CI Indicators page.
NOTE:
page 85.
To access
2. In the CI Data pane, select the CI Properties tab.
Learn About
Data Over Time Settings
For APM to save status changes for a KPI (persistent data), the KPI must be attached to a CI
whose Save KPI data over time for this CI option has been selected. The option is selected by
default for logical CIs, and for CIs that are important for problem isolation, such as Business
Application, Business Process, Business Service, and Host.
When this option is selected, all status changes are saved. For details on how to save data on
actual measurements for KPIs, see How to Modify Global Parameters to Save
KPI Measurements, on page 280.

If you select the Save KPI data over time for this CI option, and also activate the
saveValuesToPersistency global parameter, the following information is stored in the database:
l Every status change for each KPI

l The current calculated value for each KPI, read at regular time intervals (the default time interval
is 15 minutes)
TIP:
Saving historical data for long periods of time or for many CIs and KPIs should be used with
care; using this option can require a lot of database disk space and affect overall
performance. When you no longer require data to be saved for a CI, clear the Save KPI
data over time for this CI check box for that CI. Alternatively, make sure to define
purging by the Partition Manager according to your retention policy. For details, see
Creating Databases in the APM Platform Administration Guide.
KPI over time data is used in the Service Health reports. For details, see CI Status Reports in the
APM User Guide.
Tasks
How to Customize Data Over Time Settings
2. Within the CI Data pane > CI Properties tab, select or clear the Save KPI data over time for
the selected CIs checkbox to modify persistency settings for the selected CIs.
UI Description
See Customizing CI Context Menus (CI Properties Tab), on page 108.
Additional Information: CI Indicators Page

You can find additional information on working with the CI Indicators page in the following sections:
l Keyboard Navigation - CI Indicators Page, on page 112

l Selector Expression Operators - Reference, on page 114
l Confirm CI Changes Dialog Box, on page 116
l Modified Values Dialog Box, on page 118

Keyboard Navigation - CI Indicators Page
NOTE:
This topic is related to the following: Customizing CI Indicator Settings in a View, on page 85.
You can use the following keyboard combinations to navigate the CI Indicators page and its related
dialog boxes:
CI Indicators Page
l Ctrl + Alt + M: Move focus to the main toolbar > View selector.
l Ctrl + Alt + B: Move focus to the lower toolbar.
l Ctrl + Alt + E: Expand all.
l Ctrl + Alt + C: Collapse all.
l Ctrl + Alt + A: Select all CIs.
l Ctrl + Shift + A: Deselect all CIs.
l Ctrl + A: When focus is on the KPIs/HIs/CI Properties tab, select all KPIs/HIs/context menus.
l Ctrl + E: Edit the focused KPI/HI (when relevant tab is selected).
l Ctrl + D: Delete the focused KPI/HI (when relevant tab is selected).
l Ctrl + N: New KPI/HI (when relevant tab is selected).
l Ctrl + R: Refresh.
l Alt + Enter: Open the CI Properties popup window.
l Alt + F4: Close popup windows or cancel.
l Ctrl + Alt + F: Select CIs by filter.
Add/Edit KPIs Dialog Box

Ctrl + Alt + G: Enter/exit the KPI Calculation Script text area (Groovy rule editor).
NOTE:
Create New KPI link is not accessible via keyboard because repositories do not currently
supporting keyboard navigation.
CI Properties Tab
Ctrl + Alt + S: Select the Save KPIs Over Time checkbox.
General
l You can use standard Windows navigation keys Tab (forwards) and Shift + Tab (backwards)

when inside a data table of any kind (for example the KPIs/HIs tab). When focus is in a particular
area (CIs/KPIs/HIs/CI Properties tab), the Tab key will not take you to another area. Use one of
the shortcuts above, or use Ctrl + Tab or Ctrl + Shift + Tab to navigate to the next/previous
table.
l To click buttons, use the Enter key or Space bar.
l To navigate inside dropdown lists, use the arrow keys.
l To click the Export to Excel or PDF buttons, use the Space bar.
l To select checkboxes, use the Space bar.

Selector Expression Operators - Reference
The following table describes the relational operators used in the selector expressions for HIs. The
operators are used to compare the value defined in the selector expression against the property value in
the data sample.
NOTE:
This topic is related to the following: How to Define Selectors for HIs, on page 98.
Operator Description
= The value for the specified property in the data sample must exactly equal the
value defined in the selector expression.
!= The value for the specified property in the data sample must not be equal to the
in The value for the specified property in the data sample must be one of the values
(separated by commas) defined in the selector expression. For example, if sample
S1 has an attribute A1 with the value V1, the following is true:
A1 in V1,V2,V3.
not in The value for the specified property in the data sample must not be one of the
values (separated by commas) defined in the selector expression.
> The value for the specified property in the data sample must be greater than the
< The value for the specified property in the data sample must be smaller than the
matches The value for the specified property in the data sample must match the value
defined in the selector expression. This uses the Java Regex language. For
details, see:
l Oracle Regular Expressions:

http://java.sun.com/developer/technicalArticles/releases/1.4regex/
l Java Regex tester: http://www.regexplanet.com/advanced/java/index.html
doesn't match The value for the specified property in the data sample must be different from the
value defined in the selector expression. This uses the Java Regex language. For
details, see:
l Oracle Regular Expressions:

Operator Description
http://java.sun.com/developer/technicalArticles/releases/1.4regex/
l Java Regex tester: http://www.regexplanet.com/advanced/java/index.html
>= The value for the specified property in the data sample must be more than or
equal to the value defined in the selector expression.
<= The value for the specified property in the data sample must be less than or equal
to the value defined in the selector expression.
prefix The value for the specified property in the data sample must start with the string
defined in the selector expression.
notPrefix The value for the specified property in the data sample must not start with the
string defined in the selector expression.
suffix The value for the specified property in the data sample must end with the string
notSuffix The value for the specified property in the data sample must not end with the
string defined in the selector expression.

Confirm CI Changes Dialog Box
This dialog box appears if you add a KPI or HI (health indicator) to multiple CIs, and this indicator is
already assigned to one or more of the CIs. The dialog box enables you to add the indicator to the CIs
where it was not originally assigned, or to override the original assignments on all the CIs. Each row in
the table represents a CI where the indicator is already assigned.
NOTE:
This topic is related to the following: Customizing CI Indicator Settings in a View, on page 85.
To access Select Admin > Service Health > CI Indicators. Select multiple CIs using the
upper pane, and add a KPI or HI using the CI Data pane.
Important After you click Show Details, the dialog box contains the user interface elements
information described below.
Relevant l Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on page 88

tasks l Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab), on page 96
(A-Z)
Business The business rule used to calculate the KPI or HI that is already assigned to the
Rule specified CI.
CI The name of the CI where the indicator is already assigned.
CI Type The CI Type (CIT) of the CI where the indicator is already assigned.
Hide Details Collapse the dialog box and hide details.
Keep Keep the original indicator assignments, and add the indicator only to those CIs
Existing where it was not originally assigned.
Override Replace the original indicator assignments on all of the selected CIs with the new
Existing indicator assignments.
Show Expand the dialog box and display details on each of the CIs where the indicator is

(A-Z)
Details already assigned.

Modified Values Dialog Box
You can modify KPI or HI (health indicator) settings using the CI Data pane. If you select a few CIs in
the upper pane and edit an indicator assigned to these CIs using the lower pane, this dialog box
appears when a field changes from [Mixed Values] to a specific value. For example, if a KPI has a
Warning threshold of 80% on one CI and on another CI it has a threshold of 90%, and you modify both
to 95%, this dialog box enables you to specify which CI to change.
Each row in the table shows a field for a particular CI, and its corresponding values.
NOTE:
When you change a KPI's business rule from [Mixed Values] to a specific rule this dialog box
does not appear, unless you have changed the Calculated Based On or Related Health
Indicators field to a specific value.
To access Select Admin > Service Health > CI Indicators.
Select multiple CIs using the upper pane, and change settings of a KPI or HI assigned
to these CIs, using the CI Data pane.
Important If you click Save, your changes are implemented for all the selected CIs. To
information implement changes for specific CIs but not for others, click Show Details.
This is particularly useful when changing settings for a large number of CIs at once, if
you want to leave one or two CIs with their original settings.
Relevant l Adding KPIs to CIs, or Modifying KPI Settings (KPIs Tab), on page 88

tasks l Adding HIs to CIs, or Modifying HI Settings (Health Indicators Tab), on page 96
After you click Show Details, the dialog box contains the user interface elements described below:
UI Description
Element
(A-Z)
Select All. Override the original settings on all the CIs. This selects the Override check
boxes on the current page; if there are additional pages in the table they are not selected.
Clear Selection. Keep the original settings on all the CIs. This clears the Override check
boxes on the current page; if there are additional pages in the table they are not cleared.
Show Details. Select a row and click to show details of the fields in an expanded
window.

UI Description
Element
(A-Z)
This is useful if you want to view details such as selectors or API scripts which generally
do not fit within a table cell.
When the table contains multiple pages, use the page scroller to move forwards and
backwards through the pages.
CI The name of the CI where the selected indicator is assigned.

Name
Field The name of the field that was modified within the indicator definitions.
Name
Hide Collapse the dialog box and hide details.

Details
New The new value that you have defined for the indicator.
Value
Old The original value that was defined for the indicator.
Value
Override Select this box to change the indicator definition from the old value to the new value on a
specific CI.
By default all rows are selected; if you clear this box, the old value is used for the CI.
Section The area within the KPI or HI definition where the value was modified (for example,
Threshold).
Show Expand the dialog box and display details, to specify which CI to change.
Details

Chapter 14: Creating Global Views and Local
Impact Views (LIVs) with View Builder
The View Builder enables you to create or modify views directly within Service Health Administration.
You can create or modify pattern views, template based views, and perspective based views, as well
as templates and perspectives. View Builder uses the RTSM Modeling Studio interface. For details,
see "Modeling Studio Overview" in the Modeling Guide.
Within Service Health Administration, you can use the View Builder to create or edit two types of
views: global views and local impact views. For each view, the View Builder enables you to define
which KPIs are displayed in the view, and which are included in CI calculations.
To access
Select Admin > Service Health > View Builder
Learn About
Global Views
The default views within APM are global views. Within a global view, when you modify KPI or
health indicator (HI) definitions on a CI, your changes are reflected in all views which contain the CI,
across APM.
In a global view, KPIs are calculated based on the view topology in the RTSM. For example,
suppose you have a CI with 2 child CIs, and the parent CI has a KPI that is also found on both of the
child CIs. The KPI on the parent CI is calculated based on the KPIs on both of the children, even if
one of the children is hidden in the view. For details on hidden children, see How to Find Visible and
Hidden Child CIs in the APM User Guide.
Local Impact Views

View Builder enables you to also create local impact views, which are independent of all other
views. When you modify KPI or HI definitions on a CI within a local impact view, this has no effect
on this CI in all other views.
For example, if you modify a rule parameter for an indicator on a CI in a local impact view, the CI in
all other views will not have this parameter modified. In contrast, if you modify an indicator on a CI
in a global view, the indicator is modified on this CI in all other views as well.
Local impact views operate on a WYSIWYG (what you see is what you get) principle. For example,
suppose you have a global view which contains a number of CIs representing business
transactions, and you are only interested in the data coming from two or three significant

Chapter 14: Creating Global Views and Local Impact Views (LIVs) with View Builder
transactions. You can create a local impact view based on the global view, remove the less
important transactions from the local impact view, and the calculations within the view are
performed using only those transactions that are visible within the view.
In contrast, within a global view you can hide CIs from being displayed, but calculations within the
view are performed using all of the CIs that exist in the view, including those that are hidden from
display.
NOTE:
You can create up to 100 local impact views. Each local impact view can contain up to 1000
CIs. To modify these limits, contact Support.
Breakdowns in Local Impact Views

Some data collectors collect information based on many dimensions (application, transaction,
location, and so on), but KPIs are calculated and displayed within Service Health according to a
specific dimension. For example, if BPM is monitoring a transaction which runs from three different
locations, Service Health displays the average time of all three locations.
Within local impact views, you can configure data breakdowns on CIs, so that data on their child
CIs is broken down according to a particular dimension. For example, if you want to monitor
transaction performance in specific locations, you can define a breakdown by location to calculate
KPIs in smaller granularity. Breakdowns are only available in local impact views.
For details, see Creating Breakdowns in Local Impact Views, on page 129.
HI and KPI Calculations in Local Impact Views

l When you create a local impact view, HI and KPI statuses and values are copied from the
model, and are identical to the statuses and values of these indicators in global views.
The Last Status Change setting for HIs in a local impact view reflects the time the view is
created, until the next time statuses are updated.
Trend and History data for indicators are not copied from the model, but are calculated from
when the view is created.
l When you create a local impact view based on another local impact view (using the Save As
option), the new view copies statuses and values from the model, and not from the original local
impact view.
l If a CI is removed from a local impact view (for example if hidden from the view, or excluded by
pattern conditions), any customized indicator definitions on the CI are deleted. If the CI is
restored to the view, its default indicator settings are restored.
NOTE:
Since event-based HIs are not configurable, you cannot create a new event-based HI in a

local impact view.
Local Impact View Topology

The topology of a local impact view should be based on a sequence of impact links as they are
organized in the impact model (without reversing direction).
For example, if you include a compound link relationship in your local impact view, the calculation
will be based on the impact links that are not visible in the view, and you may encounter unexpected
results.
KPI calculation within a local impact view (as in a global view) is based on the Impact links between
the CIs in the view. For example, suppose CI1 has a child CI (CI2) defined via an Impact link, and
these CIs are inverted within a view so that CI2 appears to be the parent and CI1 appears to be the
child. Their KPIs are calculated according to the Impact link, and not according to their appearance
in the view (also called View Folding), so CI1 is still the parent CI when calculating KPIs.
Deleting Indicators in a Local Impact View

If you delete HIs or KPIs from one or more CIs in a LIV in the CI Indicators tab, the indicator is
shown as deleted in the Status column. To synchronize the indicator on the local impact view with
the global views, click Synchronize KPIs with global view. If the indicator is still attached to the
CI in global views, it is restored in the local impact view. If it has been deleted from the CI in global
views, it is deleted in the local impact view. For user interface details, see Adding KPIs to CIs, or
Modifying KPI Settings (KPIs Tab), on page 88 and Adding HIs to CIs, or Modifying HI Settings
(Health Indicators Tab), on page 96.
Tasks
How to create a view, template, or perspective
To create a view, template, or perspective, click the Create a New Local Impact View or Create a
New Global View button, and select the type of view you want to create.
When you create a view, template, or perspective within View Builder, you use the RTSM Modeling
Studio interface. For details on how to define each type of view, refer to the following sections:
Pattern View "Create a Pattern View" in the Modeling Guide
Template-Based View "Create a Template Based View" in the Modeling Guide
Perspective-Based "Build a Perspective-based View Based on a Model" in the Modeling

View Guide

Template "Create a Template" in the Modeling Guide
Perspective "Create a Perspective" in the Modeling Guide
How to clone and edit an existing view

You can clone an existing view to create a view that is based on the original view. For example, if
you have a global view which you want to customize but still leave the global view intact, you can
clone the global view and save it as a local view. You can then make changes to the CIs and
indicators on the local view, without having an effect on other views.
To clone a view and open the copy for editing, select a view, and click the Save As button. Note the
following:
l If you are cloning a global view, you can create a global view or a local impact view based on the
original view.
l If you are cloning a local impact view, you can only create another local impact view based on
the original local impact view.
How to edit or delete an existing view

To edit a view, select the view in the View Selector pane, and edit its details in the panes on the
right side of the View Builder.
To delete a view, select the view in the View Selector pane and click Delete.
NOTE:
Within the View Selector, you can only see those views for which you have edit permissions.
How to organize views

Within View Builder, the View Selector pane enables you to organize views within folders as
follows:
l To add a folder at the top level of the hierarchy, select the Root folder, and click Create a New
Folder.
l To add a folder within an existing folder, select the existing folder and click Create a New
Folder.
l To delete a folder, select it and click Delete. A folder can only be deleted if the user has delete
and edit permissions for all the views within the folder.
How to add or remove KPIs within a view

The View Properties dialog box displays a list of KPIs that are assigned within a selected view,
and enables you to define whether each KPI is included in the view, included in the CI status
calculation, or both. You can also view each KPI's user mode (Business, Operation, or both).

1. In the View Selector pane, select a view and click the View Properties button. The View
Properties dialog displays a detailed list of the KPIs in the selected view; for user interface
details, see View Properties Dialog Box, on page 127.
2. The Include in View column in the View Properties dialog box defines which KPIs are
included in the view. By default all KPIs are included; to remove a KPI, clear the check-box
corresponding to the KPI.
TIP:
You can use this to remove the Unassigned Events KPI and the Unresolved Events
KPI, if they are not relevant to your monitored system.
For example, suppose you create a view for a business service, but you are interested only in
the infrastructure data. In this case, you can clear the Application domain KPIs, and you will
not see these KPIs in the Service Health components.
NOTE:
The End User Monitors perspective and the System Monitors Only perspective
define which KPIs are included in views that are based on these perspectives. Although
KPIs can be manually excluded from a view using the View Properties dialog box, if the
view perspectives are modified, the KPI exclusion list is reset according to the applied
perspectives.
3. The Include in CI Status column in the View Properties dialog box defines which KPIs are
included in the CI status calculation based on all KPIs on the CI. By default all KPIs are
included; to remove a KPI, clear the check-box corresponding to the KPI.
For example, suppose you want the status of the CIs in Top Ring to be set based only on
infrastructure KPIs since they are important to you, but you still want to see the Application
domain KPIs. In this case, you can clear the Application domain KPIs, and they will not be
used to set CI status in Top Ring.
TIP:
The user mode columns (Business User and Operations User) are read-only, and are
determined by the KPI's settings within the KPI repository. For details on changing user
mode settings for a KPI, see Create KPIs for Operations and Business User Modes, on
page 72.
UI Description
View Selector Pane
The left side of the View Builder contains the View Selector pane, which displays a hierarchy of

views, and folders which contain views. You can add, edit, or remove a view, or display view
properties.
UI Description
Element
(A-Z)
New Folder. Click to create a new folder, in which you can create views.
New Local Impact View. Click to create a new local impact view. Use the drop-
down selection to create one of the following:
l Pattern view
l Template-Based view
l Perspective-Based view
New Global View. Click to create a new global view. Use the drop-down selection
to create one of the following:
l Pattern view
l Template-Based view
l Perspective-Based view
l Template
l Perspective
Save As. Select a view, and click to create a copy of the view. If you are cloning a
global view, you can create a global view or a local impact view based on the original
view. If you are cloning a local impact view, you can only create another local impact
view based on the original local impact view.
Note:
l For templates, the save as global view option is labeled "Save template as..."
l For perspectives the save as global view option is labeled "Save perspective
as..."
l For perspectives and templates (which cannot be saved as local impact views),
the "Save as local impact view" option is disabled.
View Properties. Select a view, and click to display its properties. For details, see
View Properties Dialog Box, on page 127.

UI Description
Element
(A-Z)
Delete. Select a folder or view, and click to delete.
A folder can only be deleted if the user has delete and edit permissions for all the
views within the folder.
Expand All. Click to display all the views and folders in the hierarchy.
Collapse All. Click to display only the highest level views and folders in the
hierarchy.
Refresh. Click to refresh the display.
<Folder> A folder can contain views, or other folders. Folders help you organize views.
<View> Each view is displayed with an icon indicating the type of view. To edit a view, select
the view and edit its details in the panes on the right side of View Builder.
< Additional Panes>

The right side of the View Builder displays additional panes depending on your actions within the
View Selector pane, as follows:
Selecting a When you select a folder in View Selector, the right pane displays an
Folder introduction to View Builder, and provides links to actions that you can take.
When you select the Local Impact Views folder in View Selector, you can
create local impact views only; from all other folders you can create local
impact and global views.
Creating a When you create or edit a pattern view, or when you create a template or
Pattern View, perspective, the following panes appear:
Template, or
l CI Types
Perspective
l Query Definition
l Hierarchy
l <Advanced Tabs>
The CI Types pane corresponds to the CI Types tab in the left pane of
Modeling Studio. You can use this pane to drag CI types into the Query

Definition pane. For user interface details on the CI Types pane, see "Left
Pane" in the Modeling Guide.
The other panes are components of the Pattern View Editor in Modeling
Studio. For user interface details on these panes, see "Pattern View Editor" in
the Modeling Guide.
Creating a When you create or edit a perspective-based view, the following panes appear:
Perspective-
l CI Selector
Based View
l Content
l Perspective
l View Results
The CI Selector pane corresponds to the CI Selector tab in the left pane of
Modeling Studio. You can use this pane to drag CIs into the Content pane. For
user interface details on the CI Selector pane, see "Left Pane" in the Modeling
Guide.
The other panes are components of the Perspective-Based View Editor in

Modeling Studio. For user interface details on these panes, see "Perspective-
based View Editor" in the Modeling Guide.
Creating a When you create a template-based view, the Template-based View Wizard
Template- opens. For user interface details, see "Template-based View Wizard" in the
Based View Modeling Guide.
View Properties Dialog Box

This dialog box displays the KPIs in the selected view, and enables you to select whether each KPI
is included in the view, included in the CI status calculation, or both. Each KPI's user mode
(Business, Operation) is also displayed.
In View Builder, select a view in the View Selector pane, and click the View Properties button.
UI Description
Element
(A-Z)
Business A check mark indicates that the KPI is defined for the Business user mode. For
User details on user mode, see Create KPIs for Operations and Business User Modes,
on page 72.

UI Description
Element
(A-Z)
Domain The KPI's domain, as defined in the KPI repository. For details, see KPI Domains
in the APM User Guide.
Include in When this option is selected, the KPI is used in calculating CI status, when CI
CI Status status is calculated using all the CI's KPIs.
To exclude a KPI from CI calculation, clear this option for the KPI.
Note: This option is automatically cleared when the Include in View option is
cleared.
Include in When this option is selected, the KPI is displayed in Service Health views and
View tooltips, and the KPI is used in calculating the CI's status.
To exclude a KPI from views and tooltips and from CI calculation, clear this option
for the KPI.
Note: The Include in CI Status option is automatically cleared when the Include
in View option is cleared.
KPI The name of the KPI.
Operations A check mark indicates that the KPI is defined for the Operations user mode. For
User details on user mode, see Create KPIs for Operations and Business User Modes,
on page 72.
Troubleshooting
RTSM Modeling pages are not loaded
Problem: When you access Admin > Service Health > View Builder, under certain
circumstances the RTSM Modeling pages are not loaded, and there are client-side exceptions in the
Java Console.
Solution: Clear the client Java CMDB cache: C:\Documents and Settings\<username>\Local
Settings\Temp\UcmdbAppletJars.

Chapter 15: Creating Breakdowns in Local
Impact Views
Some data collectors collect measurements based on many dimensions (application, transaction,
location, and so on), but KPIs are calculated and displayed within Service Health according to a
specific dimension. For example, if Business Process Monitor collects measurements of a
transaction's response time from three different locations, Service Health displays the average time of
all three without distinguishing between them.
Within local impact views, you can configure data breakdowns on CIs, so that data on their child CIs is
broken down according to a particular dimension. For example, if you want to monitor transaction
performance in specific locations, you can define a breakdown by location to calculate KPIs in smaller
granularity. Breakdowns can only be defined in local impact views. After you define a breakdown, you
can see it displayed in the following components: Hierarchy, Top Ring, and Topology Map.
For details on LIVs, see Creating Global Views and Local Impact Views (LIVs) with View Builder, on
page 120.
NOTE:
page 85.
To access
2. In the CI Data pane, select the Breakdown tab.
Learn About
This section contains the following:
l Example: Application by Location Breakdown, on the next page

l Breakdown Topologies, on page 131
l Breakdown Display in Service Health, on page 133
l Building Blocks of a Breakdown, on page 133
l Average Status Rule, on page 134
l Breakdown Limitations, on page 136

Chapter 15: Creating Breakdowns in Local Impact Views
Example: Application by Location Breakdown

The following image shows two CI hierarchies: the one on the left has no breakdown, and the one
on the right has a breakdown of Application by Location. In these hierarchies, the HR application
contains the Add Employees business transaction flow, which contains the Set Salary business
transaction.
When an Application by Location breakdown is defined, each application contains group CIs
representing the locations where transactions are running (London, Paris); these are not actual CIs
but are created only as containers. The names of these containers are displayed in the UI in
parentheses, for example (London).
KPIs assigned to the Add Employees (BTF) CI are calculated separately for each location. The
container CIs (London, Paris) represent the HR (application) CI, with data and status only from the
relevant location. The HR CI is calculated from its newly created child CIs, with worst status rule
(by default).
The following images show this CI hierarchy when the application contains an additional BTF (Train
Employee) and additional BTs (Set Benefits, Assign Courses). The image on the left side has no
breakdown, while the image on the right has a breakdown of Application by Location.

Breakdown Topologies
The following table shows the effects of each type of breakdown to CI topology, based on the root
CI where the breakdown is applied. In this table, BTF indicates a business transaction flow; BT
indicates a business transaction, and EUG indicates an end user group. Note that the resulting
topology may change according to the view definition; if the BTF is not part of the view, it will not be
shown.
NOTE:
BPM Location by Application for Location CI and BPM Location by Transaction for
Location CI breakdowns allow wiring location CIs between MyBSM components.
Root CI (where Type of breakdown Resulting topology

breakdown is applied)
Application Application by Device Application > Mobile Device > BTF >
BT
Application by Location Application > Location > BTF (if it

exists) > BT
BPM Application by Application > Location > BTF > BT

Location
BPM Location by Location > Application > BTF > BT

Application
BPM Location by Location > Application

Application for Location CI


BPM Location by Location > Transaction

Transaction for Location
CI
BPM Transaction by Application > BTF > BT > Location

Location
Location by Application Location > Application > BTF or CI

collection (if it exists) > BT
Location by Transaction Application > BTF or CI collection (if

it exists) > Location > BT
RUM Application by End Application > EUG Subnet

User Group
RUM Application by Application > Node

Server
RUM End User Group by EUG > Application

Application
RUM Transaction by End Application > BTF or CI collection (if

User Group it exists) > BT > EUG
Transaction by Location Application > BTF or CI collection (if

it exists) > BT > Location
BTF BPM Transaction by Application > BTF > Transaction >

Location Location


Transaction by Device Application > BTF > Mobile Device >

BT



BT BPM Transaction by Application > BTF > BT > Location

Location


Transaction by Device Application > BTF > BT > Mobile

Device

Breakdown Display in Service Health

Breakdowns are data driven, meaning that after you define a breakdown, each container CI is
created when a sample arrives that is relevant for that container. For example, if you define an
Application by Location breakdown and you have transactions monitored in London and Paris,
when a sample from Paris comes in to APM a container named (Paris) is created, and when a
sample from London comes in, a container named (London) is created.
NOTE:
In the Hierarchy component, when you filter by CI status (using the quick or advanced
filters), breakdowns are not supported in the filter. Data-driven container CIs such as
locations are not included in the filter results, and the filter relates to each CI's status as it
would without any breakdown configuration. For example, if a transaction's status is Critical
from London but OK from Paris, if the aggregated status from all locations of this CI is
Critical, the filter returns this CI as Critical without relating to the breakdown configuration.
Building Blocks of a Breakdown

Each breakdown is comprised of the following elements:
1. Breakdown components. Each breakdown is defined according to a structure of x by y. The

order of these two elements defines where the container CI is located in the CI hierarchy. For
example:
l In a Transaction by Location breakdown, the CI hierarchy is Application > BTF > BT >
Location. In this case, you are breaking down your business transactions according to their
respective locations.

l In a Location by Transaction breakdown, the CI hierarchy is Application > BTF >

Location > BT. In this case, you are breaking down your locations according to their
respective transactions.
2. Root CI. A breakdown is defined on a root CI; this means that CIs beneath this CI in the view
hierarchy are included within the breakdown, if they are applicable for the breakdown.
For example, if you define a breakdown of Transaction by Location from a root CI of an
application, business transactions added to the view within the application are included
automatically in the breakdown. If you define this breakdown with a transaction as the root CI,
business transactions added to the view within the application are not included in the
breakdown.
3. Applicable CIs. Based on their CITs, different CIs can have different breakdown
configurations applied to them, while some CIs cannot have any breakdown applied to them.
When you select a root CI in the CI Indicators tab, the Breakdown tab in the CI Data pane
shows which breakdown configurations can be applied to that CI.
4. Leaf CIs. Based on internal definitions, each breakdown takes HI sample data from a
particular CIT. For example, Transaction by Location breakdowns always take sample data
from business transactions, while Application by Location breakdowns can take sample
data from business transactions, or from applications.
5. Breakdown calculation rule. This defines which calculation rule (worst, best, or average
status) is applied to the child CIs for each breakdown root. For example, if you have a
transaction running in three locations with transaction by location breakdown, if you use the
worst status rule the status of the transaction is the worst status of all three locations.
6. Virtual Placement. This refers to whether the virtual CI is located before or after the root CI.
When two broken CIs share a common parent, you cannot have one CI with a breakdown type
<A by B> and the other CI with <X by Y>, where <X by Y> has a different Virtual Placement
than <A by B>.
For example, within one BTF, you cannot set breakdowns on one transaction as Transaction
by Location, and another as Location by Transaction.
Average Status Rule

The Average Status rule used in a LIV breakdown is calculated as follows: average status value =
sum of all statuses / status count, where OK = 20, Warning = 15, Minor = 10, Major = 5, Critical =
0 (other values are ignored).
By default, the average status value is calculated using the following thresholds (based on a range
of 1- 20):

Average Status value Status
Average Status value = 20 OK
20 > Average Status value > 12.5 Warning
12.5 >= Average Status value >= 7.5 Minor
7.5 > Average Status value > 0 Major
Average Status value = 0 Critical
You can change the average status value in the JMX console.
The default average status values in the JMX console are the same as in the table above but based
on a range of 0-100 (instead of 0-20).
Average Status value Status
Average Status value > 99.9 OK
99.9 > Average Status value > 62.5 Warning
62.5 >= Average Status value >= 37.5 Minor
37.5 > Average Status value > 0 Major
Average Status value = 0 Critical
To change the default average status values:
1. Launch your Web browser and enter the following address: http://<server_name>:29000/jmx-
console, where <server_name> is the name of the machine on which APM is installed.
2. Under Foundations, click Foundations:service=Infrastructure Settings Manager to open
the JMX MBEAN View page.
3. Locate getCustomerSettingsValues.
4. In the contextName field, type BACAppSettings.
5. Click Invoke.
6. Locate and set the following default average status values as required:
breakdown.average.status.calculator.operator
breakdown.average.status.calculator.major.threshold
breakdown.average.status.calculator.minor.threshold
breakdown.average.status.calculator.warning.threshold
breakdown.average.status.calculator.ok.threshold

Breakdown Limitations
The wiring mechanism for CIs within a breakdown is incomplete. As a result, if you select one of
these CIs, the CI may not be selected in other (wired) components on the page.
Tasks
How to Configure Breakdowns
TIP:
If you want to see a breakdown of location by transaction across several applications, select
all the relevant applications and configure BPM Location by Application or Location by
Application breakdowns on all of them.
1. Select CIs in the CI Indicators tab

Within the CI Indicators tab, select one or more CIs in the upper pane. The Breakdown
column indicates one of four possible states for each CI in a local impact view:
l Not Assigned. A breakdown can be defined on this CI.
l Assigned. A breakdown has been defined, using this CI as the root CI.
l Derived. This CI is included in a defined breakdown (not as the root CI).
l Not Applicable. No breakdown can be defined on this CI.
NOTE:
Each CI can only be included in one breakdown per view; once a CI is included in a
breakdown, it cannot be included in another within that view. If you want to create
another breakdown using the same CI, you can clone the view in View Builder, and
create a new breakdown in the new view.
Two breakdowns conflict with each other when a CI is defined as belonging to two
different breakdowns. This occurs when you try to define a breakdown on top of a
topology that already has at least one CI with a breakdown definition of any kind on
it. When a conflict occurs, the following message is displayed: Breakdown
assignment has failed as a result of the following conflict (followed by a
description of the conflict). In this case, decide which of the breakdowns you want to
apply.
2. Define a breakdown or display breakdown details in the CI Data pane

Within the CI Data pane, select the Breakdown tab. This enables you to perform the
following actions:

a. Define a breakdown on a CI. If you have selected one or more CIs where no
breakdown has been defined, and these CIs can be used as root CIs, select a
breakdown from the Breakdown Configurations list. This contains all the breakdown
configurations that can be applied to the selected CIs, using these CIs as the
breakdown root.
Note that to modify a breakdown, you must select the root CI.
b. Display breakdown details on non-root CIs. If you have selected CIs which are
included in a breakdown but are not root CIs, the Root CI field shows the root CI of the
breakdown where they are included, and the Breakdown Configurations field shows
the breakdown type.
c. Disable a breakdown. If you have selected a root CIs where a breakdown has been
defined, you can disable the breakdown by selecting None from the Breakdown
Configurations list.
d. Define the breakdown calculation rule. For each breakdown root, define which
calculation rule (worst, best, or average status) is applied to the child CIs. For
example, if you have a transaction running in three locations with transaction by
location breakdown, if you use the worst status rule the status of the transaction is the
worst status of all three locations.
Note that you cannot use different rules for two CIs on the same hierarchy level. For
example, if an application is a breakdown root, within that application you cannot
calculate one transaction by worst status (of its locations), and another transaction by
best status. However, you can use different rules for different transactions within two
different applications.
3. Filter breakdown elements on a root CI

If you have selected a CI which is the root CI of a breakdown, you can include or exclude
specific elements in the breakdown, using the Filter > Edit button.
Click Edit to open the Edit Breakdown Filter dialog box, and specify which elements to
include or exclude from the breakdown. The Available Elements list is automatically
populated with the elements that can be included in the breakdown.
For example, if you specify Transaction by Location, you can include or exclude specific
locations based on your organizational needs.
4. Modify general breakdown settings (Optional)

You can modify the following breakdown settings:
a. Number of containers. Due to performance considerations, APM supports the
creation of 50 different CI containers using breakdowns, per instance. For example, if
you define Transaction by Location, and you have more than 50 locations, only 50

locations are displayed.

You can modify this limit using the following infrastructure setting: Admin > Platform
> Setup and Maintenance > Infrastructure Settings > Applications > Service
Health Application, and locate the Maximum number of breakdown values entry in
the Service Health Application - Breakdown table.
b. Container purging. By default, when a breakdown container has been in No Data
status for one week, it is automatically removed from the display until the next time
data is received for this container.
You can modify this period using the following infrastructure setting: Admin >
Platform > Setup and Maintenance > Infrastructure Settings > Applications >
Service Health Application, and locate the Breakdown values purging period
entry in the Service Health Application - Breakdown table.
UI Description
CI Data Pane > Breakdown Tab
The contents of this tab depend on which CIs you have selected in the upper pane. If you have
selected one or more CIs that are already included in a breakdown, this tab shows information on
the breakdown in which they are included.
If you have selected CIs that are not included in a breakdown, but can be used as root CIs, this tab
enables you to define a breakdown using the selected CIs as root CIs.
If you have selected a view which is not a local impact view, the Breakdown column is not visible in
the upper pane, and the Breakdown tab in the CI Data pane is disabled.
(A-Z)
Breakdown This defines which calculation rule (worst, best, or average status) is applied to
Calculation the child CIs for each breakdown root. For example, if you have a transaction
Rule running in three locations with transaction by location breakdown, if you use the
worst status rule the status of the transaction is the worst status of all three
locations.
Breakdown l If you have selected CIs that are already included in a breakdown, this
Configuration shows (in read-only mode) the type of breakdown in which the selected CIs
are included.
l If you have selected CIs that can be defined as root CIs, and are not already

(A-Z)
included in a breakdown, this contains a list of the possible breakdown

configurations that can be applied to the selected CIs. The list of possible
breakdowns is based on the CITs of the selected CIs.
Select a breakdown to apply it to the selected CIs, with these CIs defined as
the breakdown root.
Filter This enables you to include or exclude specific elements in a breakdown, if the
selected CIs are the root CIs of a breakdown. For example, if you specify
Transaction by Location, you can include or exclude specific locations based
on your organizational needs.
Click Edit to define the breakdown filter; the filter can include specific CIs, or
exclude specific CIs.
Root CI A breakdown is defined on a root CI; CIs beneath this CI in the view hierarchy
are included within the breakdown, if they are applicable for the breakdown.
l If the selected CIs are not included in any breakdown, this shows None.
l If a breakdown has been defined which includes the selected CIs, this
shows the root CI of the breakdown.
Edit Breakdown Filter Dialog Box

This dialog box enables you to define which elements to include in a breakdown, or to exclude from
a breakdown.
To access, in the CI Data pane > Breakdown tab, click Edit in the Filter area.
UI Description
Element
(A-Z)
Select an element from the Available Elements list, and click to add it to the Filtered
Elements list.
Select an element from the Filtered Elements list and click to remove it.
Available This displays the elements that can be included in the breakdown. For example, if
Elements your breakdown includes locations, this shows all the locations defined in the
Locations view.

UI Description
Element
(A-Z)
Filter A filter can either include specific elements, or exclude specific elements. Select
Type Included to create a breakdown that only contains selected elements, or Excluded
to create a breakdown that does not include selected (excluded) elements.
For example, if you are defining a Transaction by Location breakdown and you
only want to break down transactions from London and New York, select Included
and move London and New York to the Filtered Elements list. To exclude these
locations, select Excluded.
Filtered This contains the elements that are included or excluded in the breakdown, as
Elements defined by the filter type.

Chapter 16: Setting Up a Custom Image
The Custom Image feature enables you to display a view's CIs represented by real-time status
indicators within a custom image that describes the real world that your view represents. The graphical
representation of a view used by your organization can be a logical network diagram, business logic, or
any other graphic image.
The following section describes how to set up a custom image. For further examples of usage, see
Custom Image in the APM User Guide.
To access
Select Administration > Service Health > Custom Image
Learn About
Working with Custom Images
You work with Custom Images in two stages:
1. Within Service Health Administration, you associate an image with a view, and specify where
each CI is located in the image.
2. You can then access the Custom Image application component, and see the CI statuses in the
view, within your custom image. For more details on the Custom Image component, see
Custom Image in the APM User Guide.
When you create a custom image in Service Health Administration, you can:
l Use any diagram or picture as an image, provided that the format is supported by the browser.
Recommended formats are GIF, JPG, or PNG. You can resize the image to fit your screen.
l Define your custom image to display standard status icons, or CI type icons with status colors.
l Save your custom image locally to APM, or use a URL to access an external image.
Tasks
How to Assign a Custom Image to a View
1. Assign the custom image:

a. Within Service Health Administration, open the Custom Image tab. Select a view in the
View Selector pane.
b. In the Custom Image pane on the right side, click the Open Image button, and select one
of the following:

l Local. Specify an image saved on your file system.

l From URL. Specify an image using a URL. Note that any type of image supported by
the browser can be loaded from any URL (including HTTP protocol and HTTP
authentication), but the URL must be available at all times to display the custom image.
Example:
You want to use a picture of your network to display the status of each element in the
network:
2. Add CIs to the custom image:

a. Select a CI from the CI tree in the left pane, and drag it to the required location in the
image. Note the following:
l Do not overlap CI icons. When icons do overlap, only the top status indicator is visible
in the custom image.
l After setting a CI icon on the diagram, you can move the cursor over it to display the CI
name in a tooltip.
l To select multiple CIs, click and drag your cursor, or press the keyboard CTRL key and
click the CIs you want to select.
b. From the Display Type dropdown, select one of the following:
l Status icons. Display standard status icons in the Custom Image component.
l CI type icons. Display CI type icons which use status colors in the Custom Image
component.
c. Add additional CIs as required. When you finish adding CIs, click Save to save the custom
image locally, or click Link to URL to save the URL of the image.

Example – Add CIs to Custom Image

You add the appropriate CI to the custom image:
3. Display the view's custom image:

After you complete the custom image, you can display it in the Service Health application, to
view the CI's status in the appropriate location in the diagram.
Example – View a Custom Image

The custom image displayed for the user is as follows:

UI Description
Custom Image Administration UI
UI Description
Element
View Select a view, then select CIs and drag them to the image.
pane (left
side)
Custom Image pane (right side)
Clear. Deletes both the image and the CI icons from the custom image associated
with the current view.
Add CI. Select a CI in the left pane, and click Add CI to add the selected CI to the
custom image.
The CI icon is displayed in the left top corner of the diagram with a blue outline. Drag
the CI to the required location in the diagram. The CI icon is set at that position.
Note: You can also select a CI in the left pane and drag it directly to the image.
Select All. Selects all the CIs in the custom image.
You can then drag all the CIs together to new locations, or click Delete to delete all
the CIs.
Delete CI. Removes one or more selected CIs from the custom image.
Fit to Screen. Fits the image within the screen; relative proportions of the image are
maintained.
Stretch to Fit Screen. Stretches the image and fills the screen; relative proportions
of the image are not maintained.
Marks the location of the CI within the custom image.
Display Select one of the following options for displaying the CI icons:
Type CI type icons. The custom image displays CI type icons (for example for
l
transactions).

UI Description
Element
l Status icons. The custom image displays standard status icons.
Link to Click the Link to URL button to save the URL of the image, and to save the CI
URL icons within the image.
The custom image will only display the image if it can access the URL. Only one
URL or one image is saved per view.
Open Select one of the following options for selecting an image to use as a background for
Image the custom image:
l Local. Click to browse the local file system and select an image.
l From URL. Click to open the Enter URL dialog box. Enter the URL of the image
you want to use, in the format: <protocol>://<hostname>/<path_to_image>
The protocol can be HTTP or HTTPS.
To use a local machine as the location of the image, enter the URL with the
following format: file:///<path_to_image>
This results in an image that cannot be displayed for a user working outside the
local network.
You can also use a file-sharing path as follows: \\server\<path_to_image>
When you enter a URL, the Link to URL button is enabled.
Save Click the Save button to save the image and the CI icons within the image.
Note:
l Only one URL or one image is saved per view.

l If you enter a URL and click the Save button, the image itself is locally saved.

Chapter 17: CI Status Alerts Administration
CI Status alerts are triggered by a pre-defined status change for the selected CI. The status change is
detected by the Business Logic Engine.
For a detailed introduction to alerts, see Setting Up an Alert Delivery System in the APM Platform
Administration Guide.
In the CI Status alert administration, you can create and manage one or more alert schemes and attach
them to a CI in a view, using the Alert Wizard. The decision to send an alert is handled by the rules
attached to the CI's KPIs. The alert engine sends alert messages (notifications) to pre-defined
recipients, and executes the actions, executable files, and SNMP traps defined for the alert. For user
interface details, see Create New Alert Wizard, on page 157.
You can define the CI Status alert to apply to a specific KPI so that any change to the status of the KPI
triggers the alert. You can also define the CI Status alert to apply to all the KPIs attached to the CI, so
that any change to the status of one of the KPIs triggers the alert. You can attach more than one CI
Status alert to a CI or share the same CI Status alert scheme definition between several CIs. You can
also send the same CI Status alert notification to different recipients according to the CI status.
For user interface details, see Create New Alert Wizard, on page 157.
For details on how to define recipients, see Recipient Management Overview in the APM Platform
You can monitor the triggered alerts using the Configuration Item Status Alert report. For user interface
details, see Configuration Item Status Alerts Report in the APM User Guide.
You can customize alerts. For details, see How to Customize Alerts in the APM Platform
If APM integrates with OBM, an event is automatically submitted to OBM, when an EUM alert is
triggered in APM and APM is defined to submit events to OBM. For details, see the OBM Integration
Guide.an event corresponding to the alert is automatically submitted to OMi 10.
SNMP Traps
You can configure a Simple Network Management Protocol (SNMP) trap and attach it to an alert. The
SNMP trap includes Object Identifiers (OIDs) and their values based on the alert's data.
The SNMP trap is sent when the alert criteria is met and the alert is triggered.
You can then view the alert notice with any SNMP management console. For detail on setting SNMP
traps, see How to Configure a Notification SNMP Trap, on page 151.

The MIB file, located at

<APM root directory on the Data_processing Server>\
SNMP_MIBS\CIAlerts.mib, contains the mapping of Object Identifiers (OIDs) to alert-related data.
The mapping is detailed in Alerts MIB Varbinds, on page 152.
The alert type and its SNMP-specific code is detailed in SNMP-Specific Codes, on page 152.
To configure SNMP traps, see How to Configure a Notification SNMP Trap, on page 151. The SNMP
trap is sent when the alert criteria is met and the alert is triggered. You can view the alert notice with
any SNMP management console in your organization.
Downtime
When you configure a CI Status alert scheme, downtime can affect the CIs and skew the CI's data.
You can configure downtime so that an EUM alert scheme or a CI status alert is triggered or not when
the CI attached to the alert is in downtime.For concept details, see Alerts and Downtime in the APM
Platform Administration Guide.
For task details, see How to Set Up an Alert Delivery System in the APM Platform Administration
Guide.
CI Status Alerts Attached to CIs in Local Impact

Views
You can select a local impact view and create a CI Status alert for a CI in that view in the same way
you create a CI Status alert for a CI in a global view. For details on building a local impact view, see
Creating Global Views and Local Impact Views (LIVs) with View Builder, on page 120.
The CI Status alerts assigned to a CI in a local impact view are only attached to the CI in that view,
they are not attached to the CI in global views. For example, if you add alert A to CI A in a global view,
and then you want to add alerts to CI A in a local impact view, you do not see alert A attached to CI A in
the local impact view. In the same way, if you add alert B to CI B in a local impact view, and you want
to add alerts to CI B in a global view, you do not see alert B in the global view.
For task details on adding CI Status alerts to a local impact view, see How to Create a CI Status Alert
Scheme and Attach it to a CI, on the next page.
Event Templates for CI Status Alerts

The Event Template maps an event triggering condition (for example, the triggering condition of a CI
Status alert scheme) to an event attributes. The attributes are specific to the application (for example,
the CI Status alert attributes).

CI Status alerts have a default Event Template. You can create a template by modifying the default
Event Template.
When the event trigger condition is met (meaning that the CI Status alert is triggered), and if you have
configured the CI Status alert to send an event, the event attributes are populated by the relevant
triggered CI Status alert conditions, and create an event corresponding to the alert. The event is then
available to OMi 10.
For task details, see How to Configure the CI Status Alert Event Template, below.
For user interface details, see CI Status Template Repository Dialog Box, on page 170.
How to Configure the CI Status Alert Event Template

This task describes how to configure the Event Template so events are created when CI Status alerts
are triggered.
1. Configure the alerts

Configure the alert schemes that, when triggered, create the relevant events.
For details about creating CI Status alerts, see How to Create a CI Status Alert Scheme and
Attach it to a CI, below.
2. Configure an Event Template

You can modify the default Event Template or you can configure a new template that maps an
alert's attributes to the corresponding event attributes. You can create several templates for
each type of alert.
For user interface details, see CI Status Template Repository Dialog Box, on page 170.
3. Results
You can view the events corresponding to the triggered alerts in OMi 10.
How to Create a CI Status Alert Scheme and Attach

it to a CI
You can create new alert schemes and attach them to any CI. You can attach more than one alert
scheme to a CI. You can also attach the same alert scheme to more than one CI.
An alert attached to a CI in a specific view, is also attached to the CI in any view where the CI is
included.
1. Prerequisite
Perform the steps described in How to Set Up an Alert Delivery System in the APM Platform

2. Create an alert scheme

Attach an alert scheme to a CI using the Create New Alerts wizard where you specify:
l The conditions that cause the CI Status alert to be triggered.
l The CIs and KPIs to which you want to attach to the alert scheme.
l The alert recipients and templates.
l The user-defined alert handlers (actions) that are triggered by the alert.
To access the wizard, select Admin > Service Health > CI Status Alerts, select a view in
View Selector and a CI in the CI Selector, and click New Alert. For details on the Alerts
Wizard, see Create New Alert Wizard, on page 157.
TIP:
You can also select a local impact view and create a CI Status alert for a CI in that view
in the same way you create a CI Status alert for a CI in a global view. For concept
details, see CI Status Alerts Attached to CIs in Local Impact Views, on page 147. For
details on building a local impact view, see Creating Global Views and Local Impact
Views (LIVs) with View Builder, on page 120.
While creating the alert or afterwards, you can attach to an alert:

l A notification URL. The notification URL is sent when the alert criteria is met and the alert
is triggered. It passes alert information to external systems, such as a customer Web
application.
Example - Create a Notification URL:

To include the name of the CI and the current status of the CI in the URL, access the
Create New/Edit URL dialog box and perform the following steps:
a. Enter the following string in the Enter URL box: http://dogbert.com/myjsp
b. At the end of the string in the Enter URL box, enter: entityname=
c. Select CI Name in the Field box, and press Insert Field to insert the
<<CI Name>> variable. The string in the Enter URL box is now:
http://dogbert.com/myjsp entityname=<<CI Name>>
d. At the end of the string in the Enter URL box, enter:
severity=
e. Select Current Status in the Field box, and press Insert Field to insert the
<<Current Status>> variable.
The string in the Enter URL box is now: http://dogbert.com/myjsp entity name
<<CI Name>> severity =<<Event Severity>>

l An executable file. The executable file is sent when the alert criteria is met and the alert is
triggered. It writes information in special logs or to insert information into external
databases. For user interface details, see Create New/Edit Executable File Dialog Box, on
page 166.
Example - Create an Executable File:

To include the name of the CI in the command, access the Create New/Edit Executable
File dialog box and proceed as follows:
a. Enter the following stringin the Enter command box:
\\servername\myfolder\run.exe -name
b. Select CI Name in the Field box and press Insert Field to insert the
<<CI Name>> variable.
The string in the Enter command box is now:
\\servername\myfolder\run.exe -name <<CI Name>>
l An SNMP trap. The SNMP trap is sent when the alert criteria is met and the alert is
triggered. You can view the alert notice with any SNMP management console in your
organization. For concept details, see SNMP Traps, on page 146. For user interface details,
see How to Configure a Notification SNMP Trap, on the next page.
3. Set up to open incidents in Service Manager corresponding to CI Status alerts

triggered in APM – optional
You can set up to open incidents in Service Manager that correspond to CI Status alerts
triggered in Application Performance Management. For details on the integration with Service
Manager, refer to the APM section of the Software Solution and Integration Portal
(https://hpe.sharepoint.com/teams/aztec/Portal/index.html/Portal/index.html).
4. Customize the alert features – optional

You can customize some features. For details, see How to Customize Alerts in the APM
5. Schedule the Configuration Item Status Alerts report – optional

You can schedule the Configuration Item Status Alerts report. For details, see How to
Schedule a Report.
6. Results
You can view the alert schemes you have created in the Configuration Item Alerts page. For
details, see CI Status Alerts Page, on page 154.
You can manage the alert schemes. For details, see CI Status Alerts Page, on page 154.

You can view a list of the CI Status alerts that were triggered in the Configuration Item Status
Alerts report and in the Configuration Item Status Alert Notifications report. For details, see
How to View the Triggered CI Status Alerts and Notifications in the APM User Guide.
NOTE:
To debug the CI Status Alerts page, press Alt-Ctrl-L to activate the client log debugging
mechanism. The log files are located in <username>\.hp\logs.
How to Configure a Notification SNMP Trap

You can configure an SNMP trap and attach it to an alert. This SNMP trap is sent when the alert criteria
is met. The alert notice can be viewed with any SNMP management console in the organization.
1. Set up the appropriate administrative privileges

You can set the appropriate administrative privileges to create a command that can be
attached to an alert scheme and run when the alert it is attached to is triggered.
To set the appropriate administrative privileges:
a. Select Admin > Platform > Users and Permissions > User Management.
b. Select the appropriate user in the left column, and click the Permissions tab.
c. Select the Platform context, and under Enterprise, click Send SNMP trap.
d. Click the Operations tab, and select the Change option.
2. Specify the host address of the SNMP trap

You specify the default host address of the SNMP trap in the Create New/Edit SNMP Trap
dialog box. For user interface details, see Create New/Edit SNMP Trap Dialog Box, on page
167.
You can also specify a global default host address in the Infrastructure Settings. For details,
see the Default SNMP Target Address/Default SNMP Port in Modify the alerts triggering
defaults in the APM Platform Administration Guide.
3. Check the mapping of the OIDs to the alert data and configure the Alerts MIB –
optional
If you enabled alerts through SNMP traps in your alert schemes, it is recommended that you
configure your SNMP management console to read the alerts MIB. This configuration enables
you to see a name, rather than an Object ID (OID), when working in the management console.
NOTE:
Application Performance Management uses the AM alerts MIB 5.0 by default.
To configure the alerts MIB in your SNMP management console:

a. Copy the <APM root directory on the Data Processing Server>\SNMP_

MIBS\CIAlerts.mib file from the Application Performance Management Documentation
and Utilities DVD to your SNMP management console.
b. To view the alerts varbinds, use your SNMP management console's MIB browser. For a
list of varbinds and their descriptions, see Alerts MIB Varbinds, below.
c. Using your SNMP management console's event configuration utility, configure the
notification content and method for the various alert types. For a list of alert types and their
corresponding SNMP-specific codes, see SNMP-Specific Codes, below.
SNMP-Specific Codes
The SNMP-specific code for a CI Status alert is 1. Its type is: CI Status Alert.
Use this code when configuring CI Status alerts in your SNMP management console. For details, see
How to Configure a Notification SNMP Trap, on the previous page.
Alerts MIB Varbinds

The tables list the varbinds used in the alerts MIB. For task details, see How to Configure a Notification
SNMP Trap, on the previous page.
Object Identifier MIB Label Description
1.3.6.1.4.1.5233 HP Company name
1.3.6.1.4.1.5233.6 ciAlerts Subject
1.3.6.1.4.1.5233.6.1 alerted Unique alert ID
1.3.6.1.4.1.5233.6.2 alertName Alert name
1.3.6.1.4.1.5233.6.3 alertDescription Alert description
1.3.6.1.4.1.5233.6.4 alertEventTime Time when the event occurred. This is the event that
triggered the alert.
1.3.6.1.4.1.5233.6.5 alertCIId The ID of the CI whose status change triggered the

alert
1.3.6.1.4.1.5233.6.6 alertCIName The name of the CI whose status change triggered

the alert
1.3.6.1.4.1.5233.6.7 alertKPIId The ID of the KPI whose status change triggered the

alert. The KPI is attached to the CI related to the

alert.
1.3.6.1.4.1.5233.6.8 alertKPIName The name of the KPI whose status change triggered
the alert. The KPI is attached to the CI related to the
alert.
1.3.6.1.4.1.5233.6.9 detailedDescription The detailed description of the alert.
1.3.6.1.4.1.5233.6.10 alertPrevious Previous severity of the CI

Severity
1.3.6.1.4.1.5233.6.11 alertNextSeverity Current severity of the CI (the change from previous

severity to current severity is what triggered the
alert).
1.3.6.1.4.1.5233.6.12 alertBACURL The URL of the APM Gateway server.
1.3.6.1.4.1.5233.6.13 actualTime When the triggering condition is related to time, this is

the actual time when the CI has breached the
condition. For other condition types, this value is N/A.
1.3.6.1.4.1.5233.6.14 conditionDescription The description of the condition that triggered the

alert.
1.3.6.1.4.1.5233.6.15 localImpactView The name of the view when the CI that triggered the
alert is part of the local impact view.
CI Status Alerts User Interface

l CI Status Alerts Page, on the next page

l CI Selector Pane, on page 155
l Create New Alert Wizard, on page 157
l Create New/Edit Executable File Dialog Box, on page 166
l New Event Generation Dialog Box, on page 167
l Create New/Edit SNMP Trap Dialog Box, on page 167
l Create New/Edit URL Dialog Box, on page 169

l CI Status Template Repository Dialog Box, on page 170

l CI Status Alert Attributes, on page 177
CI Status Alerts Page

This page enables you to manage CI Status alerts.
To access Select Admin > Service Health > CI Status Alert
Important Note: The left-pane displays the View Selector where you can select a view, and the
information CI Selector pane where you can select a CI in the selected view. The alerts listed in
the right-pane are attached to the selected CI in the selected View. For user-interface
details, see CI Selector Pane, on the next page.
Relevant How to Create a CI Status Alert Scheme and Attach it to a CI, on page 148
tasks
UI Description
Element
(A-Z)
New alert. Opens the Create New Alert wizard where you can create a new CI Status
alert. For details, see Create New Alert Wizard, on page 157.
Click to clone. Clones the selected alerts. APM adds a copy of the alert scheme to
the profile tree, with a new name.
Rename and edit the alert scheme as required.
Click to edit. Select an alert and click the button to open the Alert Wizard where you
can edit the relevant alert properties. The Alert Wizard opens. For details, see Create
New Alert Wizard, on page 157.
Click to delete. Deletes the selected alerts.
Activate (enable) alert. Activates the selected alert if it is disabled.
Note:
l If an alert is activated, APM sends an alert notice when the trigger conditions
defined in the alert occur.
l To activate multiple alerts simultaneously, click and drag from the first alert to the
last alert you want to select, and click the button.

UI Description
Element
(A-Z)
Deactivate (disable) alert. Deactivates the selected alert.
Note:
l When an alert is deactivated, APM does not send an alert notice when the trigger
conditions defined in the alert occur.
l To deactivate multiple alerts simultaneously, click and drag from the first alert to the
Open Template Repository Manager. Opens the Template Repository dialog box
where you can manage a user notification or an event (using the Event Template)
based on a defined alert triggering condition. When the alert is triggered, the event
template is used to map the alert information to the event information. For details, see
Template Repository Dialog Box, on page 1209.
<Common See Common Report and Page Elements in the APM User Guide.
report
elements>
Alert The name of the alert scheme.

Name
Condition A description of the condition.
Recipients The names of the recipients.
Status Indicates if the alert scheme is active (enabled) or inactive (disabled).
CI Selector Pane
The CI Selector presents the view you selected and the configuration items (CIs) contained in that view
in a hierarchical tree format according to the relationships defined between the CIs.
You can use the CI Selector to select a CI in the view. You can browse through the list of CIs in the
selected view, or you can search for a CI.
Information is presented, in the right-pane, for the selected view and the selected CI. The shortcut
menu options depend on the selected CI.

To access Appears in the middle pane of the page.
Important The interaction between the CI Selector pane and the information presented in the
information right pane varies, according to the context.
The CI Selector includes the Browse Views and the Search CI tabs.
l In Browse Views mode, you can browse through the view to locate a particular CI.
You can also perform operations for the CI using a context menu.
l In Search CIs mode you can search for one or more CIs in the view, by name or by
CI type.
Unavailable Views and CIs: The View list in View Selector may not display all
views in the RTSM, or it may not display the contents of a view, because it includes:
l Only the views for which you have the necessary permissions. To set
permissions, select Admin > Platform > Users and Permissions, select a user
or a group and select Permissions.
l Only the views that are assigned to the application.
l Inactive views (appear in red) that cannot be selected.
l Out-of-the-box views for which you do not have a license. These views do not
contain CIs. For information about the out-of-the-box views, see "Predefined
Folders and Views" in the Modeling Guide.
tasks
Browse Views Tab

UI Description
Element
(A-Z)
Clear all. Click to unselect previously selected CIs.
Collapse all/Expand all. Click to collapse or expand the tree.
<CIs> The CIs contained in the currently selected view.
<view Click on the arrow to display a list of the available views. You can also click on the

UI Description
Element
(A-Z)
selector> ellipsis (...) button to display the Select a view from the tree dialog box where you
can select the required view.
<Tooltip> Hold the cursor over a CI to display a tooltip with the relevant CI type.
Search CIs Tab

<Context The CI Selector shortcut menu contains different options in each of the
sensitive menu pages in which it appears.
options>
For details, see Service Health Menu Options in the APM User Guide.
<Search results> After you run the search, the results are listed in the lower part of the CI
Selector pane. The results are shown in two columns:
l Name. Contains the name of the CI.

l Type. Contains the CI type of the CI.
If the CI name is abbreviated, hold the pointer over the entry to see the full
name. You can sort the search results by clicking the appropriate heading.
Name To search for a CI by name, enter the name of the CI for which to search.
Search Performs the search.
Type To search for CIs by CI type, click the ellipsis button to select a CI from the
Select Configuration Item Type dialog box.
Create New Alert Wizard

This wizard enables you to create new alert schemes and attach them to any CI. You can attach more
than one alert scheme to a CI. You can also attach the same alert scheme to more than one CI.
An alert attached to a CI in a view is attached to the CI in any view where the CI is included.
To access Select Admin > Service Health > CI Status Alerts, select a view and a CI and
click New Alert.

Important l If APM integrates with OBM, and you create a CI Status alert without specifying a
information recipient or an action for the alert. When you complete the definition of such an
alert, the message: The alert you just defined opens an event in Operations
Manager i when the communication with Operations Manager i is enabled is
displayed in the Summary page.
l Set up specific parameters to enable the communication with OM. For details on
the integration with Operations Manager, refer to the OBM Integration Guide.
Use the View Selector pane (on the left) to select the CI to which you want to attach
the alert. For user interface details, see View Selector in the APM User Guide.
tasks
Wizard The Create New Alert Wizard includes:

map
Welcome Page > General Page, below > Related Configuration Items Page, on page
161 > Templates and Recipients Page, on page 162 > Actions Page, on page 164 >
Summary Page, on page 165
General Page
This page enables you to define the alert scheme general information including the triggering
conditions. This is part of the Create New Alert Wizard; refer to Create New Alert Wizard, on the
previous page for general information.
(A-Z)
Alert Type Select one of the following options:
l All KPIs if you want the alert to be triggered by the specified status change in any
of the KPIs attached to any of the selected CIs
l Selected KPIs if you want the alert to be triggered by the specified status change
in the selected KPIs attached to any of the selected CIs
You select CIs and KPIs in the next step of the wizard.
Description Enter the alert scheme's description.
Limitation: The string should be less than 1000 characters.
Name Enter the name of the alert scheme.

(A-Z)
Notification Select one of the following options:

frequency
l Send alert for every trigger occurrence to send an alert notification every time
an alert is triggered.
l Send no more than one alert per <time unit and period> and specify the time
unit and period to send an alert notification.
Send alert Select one of the following options:

if
l Status is equal to or <condition> than <status> for <value><time unit> to
trigger the alert when the status of the CI is equal to or better/worse than the
selected status (Critical, Major, Minor, Warning, or OK) for the specified time
period (minutes, hours, or days). For detailed examples, see Examples of Status is
equal to or <condition> than <status> for <value><time unit>, below.
l Status worsens (not including "No Data" and "Downtime") to trigger the alert
when the current status of the KPIs is worse than the previous status. The No
Data and Downtime statuses are not taken into consideration. For example, the
alert is triggered when the status changes from Warning to Minor.
l Status improves (not including "No Data" and "Downtime") to trigger the alert
when the current status of the KPIs is better than the previous status. The No
Data and Downtime statuses are not taken into consideration. For example, the
alert is triggered when the status changes from Warning to OK.
l Status value was changed from <status> to <status>to set the appropriate
conditions for sending an alert. Select the appropriate status in the from box, and
in the to box. The available statuses are: Any Status (only available in the from
box), Critical, Major, Minor, Warning, OK, No Data, Downtime, Stop, and
Info. If you select Any Status, the alert is triggered when the CI status changes
from any status to the target status.
Examples of Status is equal to or <condition> than <status> for <value><time unit>

l You specify the following condition: "Send alert if status is equal to or worse than Major for
15 minutes" and the following scenarios occur:

CI's KPI Status What happens

changes
to
Availability Major for The alert is sent

15
minutes
Availability Critical The alert is not sent (status is still worse than Major for over 15
for 20 minutes).
minutes
Note: Before the alert is triggered again, the alert must be reset. To
reset the alert, the status must return to a value within the status
threshold (better than Major). After the alert is reset, it can be
triggered as before (when the status changes to worse or equal to
Major for 15 minutes).
Performance Critical The alert is sent (another KPI status becomes worse than Major for
for 20 over 15 minutes).
minutes
Availability Minor The alert is not sent (status is better than Major and counter is reset)
Availability Critical Another alert is sent after 15 minutes

for 20
minutes
l You specify the following condition: "Send alert if status is equal to or better than Minor for
30 minutes" and "Send no more than one alert per 60 minutes", and the following scenarios
occur:

changes to
Availability OK for 45 The alert is sent

minutes
Performance OK for 30 The alert is not sent (it was already sent 15 minutes ago)
minutes
Availability Minor for 15 The alert is not sent (it was already sent for the Availability
minutes KPI 15 minutes ago)
Availability OK for 20 The alert is not sent


changes to
minutes
Availability No Data for 15 The status of the alert is reset.

minutes
Availability OK for 10 The status of the alert is not sent as the time interval
minutes condition is not met (30 minutes)
Related Configuration Items Page

This page enables you to specify the CIs and KPIs to which you want to attach the alert scheme. This
is part of the Create New Alert Wizard; refer to Create New Alert Wizard, on page 157 for general
information.
Important l If you selected All KPIs in the General page, then, in the Related Configuration
information Items page, select the CIs to which you want to attach the alert scheme. The alert
is triggered by the specified status change in any of the KPIs attached to any of the
selected CIs.
l If you selected Selected KPIs in the General page, then, in the Related
Configuration Items page, select the CIs to which you want to attach the alert
scheme. You must also select one or more of the KPIs that are listed in the KPIs
area. The KPIs area lists all the types of KPIs that are attached to the selected
CIs. The alert is triggered by the specified status change in the selected KPIs
attached to any of the selected CIs.
l You can assign the same CI Status alert scheme definition to several CIs, at the
same time, when you select more than one CI in the Related Configuration Items
page.
(A-Z)
Moves your selections to the Selected Configuration Items list. You can select
multiple CIs using the CTRL key.
To remove a CI from the Selected Configuration Items list, select it in the Selected
Configuration Items list and click the left arrow button.

(A-Z)
Clear all. Unselects the CIs you have selected in the active view.
<Tree> In the tree of CIs corresponding to the view you selected in Model Explorer, select the
CIs to which you want to attach the alert scheme (you can expand the tree if needed),
and click the right arrow button to move your selections to the Selected
Configuration Items list. You can select multiple CIs using the Ctrl key.
To remove a CI from the Selected Configuration Items list, select it and click the left
arrow button.
The alert is triggered by any change in any of the KPIs attached to the CI to which the
alert scheme is assigned.
For user interface details, see View Selector in the APM User Guide.
KPIs If you selected Selected KPIs in the General page, select the KPIs whose change of
status triggers the alert.
Templates and Recipients Page

This page enables you to define the alert recipients and templates. When an alert is triggered, an email,
SMS message, or Pager message is sent to a predefined recipient. The email, SMS message, or Pager
messages have predefined templates.
This is part of the Create New Alert Wizard; refer to Create New Alert Wizard, on page 157 for general
information.
Important l The notification method that is used to notify a recipient depends of the recipient
information definition.
l You cannot use customized templates for emails, SMS messages, or Pager
messages with the CI Status alerts.
l For examples of HTML or text messages, see Message Examples in the APM
User Guide. For details on the structure of the email, SMS, and Page message
templates, see Configuration Item Status Alert Notifications Report in the APM
User Guide.
l For details on modifying the message character set, see Email alerts charset /

SMS alert charset / Pager alert charset in Modify the way notifications are
handled in the APM Platform Administration Guide.
(A-Z)
Moves your selections to the Selected Recipients list. You can select multiple
recipients using the CTRL key.
To remove a recipient from the Selected Recipients list, select it and click the left
arrow button.
Available Select the recipients to whom you want notifications sent, and click the right arrow
recipients button to move your selections to the Selected recipient list. You can select multiple
recipients using the Ctrl key. To remove a recipient from the Selected recipient list,
select it and use the left arrow button.
Email Select one of the following options:

message
l Short HTML email message, short text email message. These messages
template
include the change in status only.
l Long HTML email message, long text email message. These messages
include a subject line and body.
Note: The text displayed in email messages can only be in English except for the
contents of fields inserted by the user that can be in any supported and relevant
language. Those fields can be for example: Alert Name, Alert description, KPI name,
and so on.
New Click the New Recipient button to define a new recipient. For details, see New or
recipient Edit Recipient Dialog Box in the APM Platform Administration Guide.
Pager Pager messages are sent through email to the service provider. The pager messages
template use the same templates as the SMS messages.
The email address is:

<Pager provider access number>@<Pager provider email address>.
Select one of the following options:
l Long SMS/Pager message. The message includes the change in status and
information about the SLA.
l Short SMS/Pager message. The message includes the change in status only.

(A-Z)
Note: The text displayed in pager messages can only be in English except for the
contents of fields inserted by the user that can be in any supported and relevant
language. Those fields can be for example: Alert Name, Alert description, KPI name,
and so on.
Selected Lists the recipients that you have selected.

recipient
SMS SMS messages are sent through email to the service provider. The pager messages
template use the same templates as the SMS messages.
The email address is:

<SMS provider access number>@<SMS provider email address>
Select one of the following options:
Actions Page
This page enables you to define the user-defined alert handlers (actions) that is triggered by the
alert.This is part of the Create New Alert Wizard; refer to Create New Alert Wizard, on page 157 for
general information.
UI Description
Element
(A-Z)
Click to Edit Event/URL/Executable File/SNMP Trap. Depending on the element

you want to edit, the following dialog box opens:
l The Event Generation dialog box, to select a different template for the event. For
details, see New Event Generation Dialog Box, on page 167.
l The Edit URL dialog box for the selected URL. For details, see Create New/Edit
URL Dialog Box, on page 169.
l The Edit Executable File dialog box for the selected Executable file. For details, see
Create New/Edit Executable File Dialog Box, on page 166.

UI Description
Element
(A-Z)
l The Edit SNMP Trap dialog box for the selected SNMP Trap. For details, see
Create New/Edit SNMP Trap Dialog Box, on page 167.
Click to Delete Event/URL/Executable File/SNMP Trap. Deletes the selected

item.
Executable Lists the executable files that are to execute when the alert is issued.
Files
New Executable File button. Defines a new executable file. The Create Executable
File page opens. For details, see Create New/Edit Executable File Dialog Box, on the
next page.
Generate Lists the events that are created when the alert is issued.
Events New Event Generation button. Enables you to select an event template, which is
used to generate an event when an alert is triggered. For details, see New Event
Generation Dialog Box, on page 167.
The event is accessed by OBM and other applications.
Open Incident in Service Manager option. Select the option to automatically open
an incident for the alert in Service Manager when the alert is triggered.
Clear the option to disable the feature.
For details on APM integrations, refer to the APM section of the Software Solution and
Integration Portal
SNMP Lists the SNMP traps that are to be sent when the alert is issued.
Traps
New SNMP Trap button. Configures a new SNMP trap. The Create New SNMP
Trap page opens. For details, see CI Status Alerts Page, on page 154.
URLs Lists the URLs that are to open when the alert is issued.
New URL button. Creates a new URL. The Create New URL page opens. For
details, see Create New/Edit URL Dialog Box, on page 169.
Summary Page
This page displays a summary of the alert scheme definition. This is part of the Create New Alert
Wizard; refer to Create New Alert Wizard, on page 157 for general information.

(A-Z)
Cancel Closes the wizard and returns to the Configuration Item Status Alerts page. The alert
scheme is not saved.
Finish Closes the wizard and returns to the Configuration Item Status Alerts page. The alert
scheme is saved.
Create New/Edit Executable File Dialog Box

This dialog box enables you to create or edit an executable file and embed predefined alert parameters
in the file. The parameters are used as placeholders when the message is formatted and are replaced
by real values when the alert is triggered.
Note to Software-as-a-Service customers: To create an executable file, contact Software-as-a-

Service Support.
To access Click New Executable File or the appropriate button in the Executable File area in
the Actions page of the Alerts wizard.
Important Only users with administrative privileges can create an executable file. The
information executable file is run when the attached alert is triggered. The executable file writes
information in special logs or inserts information into external databases.
To set the appropriate administrative privileges:
1. Select Admin > Platform > Users and Permissions > User Management.
2. Select the appropriate user in the left column, and click the Permissions tab.
3. Select the Platform context.
4. Select Run executable file.
5. Click the Operations tab, and select the Change option.
tasks
UI Description
Element
(A-Z)
Enter Displays the command and the selected fields.

UI Description
Element
(A-Z)
command The selected field appears between double angle brackets.
Field In the list, select the name of the field and click Insert Field. For a list of the
parameters you can use, see CI Status Alert Attributes, on page 177.
Insert Select the name of a field in the Field box and click the Insert Field button to copy the
Field field to the Enter command box.
New Event Generation Dialog Box

This dialog box enables you to select an event template, which is used to generate an event when an
alert is triggered.
To access Click the New Event Generation button in the Generate Events area, in the Actions
page of the Alerts Wizard.
tasks
UI Description
Element
(A-Z)
<List of Select an event template and click OK.

templates>
Note: This list contains the event templates defined in the CI Status Template
Repository. For details on how to create a new template or modify an existing
template, see CI Status Template Repository Dialog Box, on page 170.
Create New/Edit SNMP Trap Dialog Box

This dialog box enables you to create or edit an SNMP trap to attach to an alert. This SNMP trap is sent
when the alert criteria is met. The alert notice can be viewed with any SNMP management console in
the organization.
To access Click New SNMP Trap or the appropriate button in the SNMP Trap area in the
Actions page of the Alerts Wizard.

Important Note: Application Performance Management uses the CI alerts MIB by default and
information supports SNMP V3.
To enable alerts through SNMP trap, it is recommended that you configure your
SNMP management console to read the alerts MIB. For details, see How to
Configure a Notification SNMP Trap, on page 151. This enables you to see names,
rather than Object IDs (OIDs), when working in the management console.
The MIB file is located at

<APM root directory on Data_processing Server>\SNMP_MIBS\CIAlerts.mib.
Relevant How to Configure a Notification SNMP Trap, on page 151

tasks
(A-Z)
General / l Global: Use the globally defined SNMP target address. The setting is defined in
Custom Admin > Platform > Setup and Maintenance > Infrastructure Settings
> Foundations > Alerting > Alerting - Triggered Alerts > Default SNMP
target address. For details, see Default SNMP Target Address / Default SNMP
Port in Modify the alerts triggering defaults in the APM Platform Administration
Guide.
l Custom: Use a different SNMP target address for this trap. Specify the IP in the
Destination host IP field.
Use default l Use default settings: Use the global security settings defined in Admin
settings / > Platform > Setup and Maintenance > Infrastructure Settings
Use > Foundations > Alerting > Alerting - Triggered Alerts. For details, see How
custom to Customize Alerts in the APM Platform Administration Guide.
settings l Use custom settings: Specify custom settings for this trap.
Destination Enter the host address.

host IP
You can use different formats:
l If you work with alerts for profiles, use the following format:
o <target_host_IP_address>
o <target_host_IP_address>[:<port_number>]
l If you work with RTSM, use the following format:

o <target_host_name|target_host_IP_address>

(A-Z)
[:<port_number>]
Create New/Edit URL Dialog Box

This dialog box enables you to create or edit a notification URL to attach to an alert. The URL is
executed when the attached alert is triggered.
To access Click New URL or the appropriate button in the URL area in the Actions page of
the Alerts Wizard.
Important l The notification URL is used to pass alert information to external systems, such as
information a customer Web application.
l You can embed predefined alert parameters in the notification URL. The
parameters are used as placeholders when the message is formatted and are
replaced by real values when the alert is triggered.
l You can modify the default URL that appears in the notifications. This URL
represents the URL of the Data Processing Server. For examples of URLs, see
"Example - Create a Notification URL" in How to Create a CI Status Alert Scheme
and Attach it to a CI, on page 148.
tasks
UI Description
Element
(A-Z)
Enter Displays the URL and the selected fields.

URL
The selected field appears between double angle-brackets.
For examples of URLs, see "Example - Create a Notification URL" in How to Create a
CI Status Alert Scheme and Attach it to a CI, on page 148.
Field Select the name of a field and click Insert Field.
For a list of the alert parameters, see CI Status Alert Attributes, on page 177.

UI Description
Element
(A-Z)
Insert Select the name of a field in the Field box and click the Insert Field button to copy the
Field field to the Enter URL box.
CI Status Template Repository Dialog Box

This dialog box enables you to map a CI Status alert's attributes to an event's attributes.
To access Within Admin > Service Health > CI Status Alerts, click the Open Template
Repository Manager button.
Important l To modify the existing default template or to create a new template, duplicate the
information existing template and edit the duplicated copy. You can then modify the new or
edited template as the default template.
l When an alert is triggered, the values of the event template attributes are changed
into the relevant values of the alert attributes.
Relevant How to Configure the CI Status Alert Event Template, on page 148
tasks
See also Event Templates for CI Status Alerts, on page 147
Templates Area
This area lists the existing templates. It enables you to add new templates, duplicate existing
templates, edit template names, and delete existing templates.
(A-Z)
New template. Empties the boxes in the currently displayed template to enable
you to create a new event template.
Duplicate selected template. Duplicates the selected template.
Rename selected template. Enables you to edit the name of the selected
template.

(A-Z)
Set selected template to be the default template. Sets the selected template
as the default template.
In the tree of templates, the icon also indicates the default template.
Delete selected template. Deletes the selected template.
<Template> Lists the existing event templates.
Default: CI Status Alert Open Default or CI Status Alert Close

Default
Properties Area
This area enables you to give a name or to change the name of the active template.

Z)
Discard changes. Resets the values entered in the template fields to their
original values.
Select This button is displayed only when you create or edit an existing alert. It is not
displayed when you access the alert template from the Template Repository
button in the CI Status Alerts page. (Administration).
Click Select to enable the creation of an event when the CI Status alert is
triggered. The event is mapped to the CI Status alert using the template you
selected.
The template is used to generate events in OMB. This capability is available

only when APM integrates with OBM. For details on configuring APM alerts
to forward an event when the alert is triggered, see the OBM Integration
Guide.
Set the selected Select to make the current template the default template.
template to be
the default
template
Template Name The name of the active template.

General Tab
This area enables you to define a new Event Template or to edit an existing one.
Important Select the relevant attribute in the Attributes area and drag it into the relevant
information box in the General tab.
You can also select a specific attribute and click ALT +I while editing text to
insert that attribute in the text.
(A-Z)
Category Used to organize or group events. Out-of-the-box categories are provided.
You can specify your own categories, as part of the event creation rules.
Default:CI Alert
Note: Depending on your permissions, you can define your own categories.
Permissions are configured in Admin > Platform > User and Permissions.
CI hint Information about the CI that is related to the event. This attribute is used for
providing hints to enable the event processing to find the correct related CI
(RTSM ID of the related CI).
Add the attributes using the following format:

UCMDB: <<CI ID>>:*
Example:
l UCMDB as hint "UCMDB:3bcbb67a6233cfdd0e400e7c1e637db5"

l A set of natural identifiers: "oracle:database:987"
Close key Enables the event that is sent to close all the events whose Key attribute
pattern matches the Close Key Pattern expression. You can use the asterisk (*) wildcard
in your string.

<<Alert Name>>: <<Entity ID>>:*
Example: host1.hpe.com:DB_ess1:ConnectionPoolUtilization:* closes

all the events whose key starts with host1.hpe.com:DB_
ess1:ConnectionPoolUtilization.
Description Detailed information describing the event.

(A-Z)

Alert Name:<<Alert Name>>
CI Name: <<Entity Name>>
<<Alert User Description>>
Generating Information about the monitoring application and the corresponding probe/agent
source hint that is responsible for creating the event.

<<APM>>
Example: APM:APMserver1.hpe.com,
OM:omserver32.deu.hpe.com:agentId0c9da6d8-3e08-45cd-9b12-
b49a1ca4de20
Host hint Information about the CI of type Node that is hosting the CI related to the event.
The host can be identified by RTSM Id, DNS name, IPv4 Address, IPv6
Address, MAC Address, L-Core Core ID.
Example: IPV4:15.15.12.13, DNS:h1.mercury.il; CoreId: 0c9da6d8-

3e08-45cd-9b12-b49a1ca5de20
Key A unique string representing the type of event that occurred. Two events have the
same key if, and only if, the two events represent the same situation in the
managed environment. Events with the same key are treated as duplicates.

<<Alert Name>>:<<Entity>>:<<Event Severity>>
Example: host1:hpe.com:DB_ess1:ConnectionPoolUtilitzation:High
Log only Assign the value:
l true to send the event to the history event browser as a close event. Such an
event goes through the complete event processing, but has its Life Cycle
State set to close so it closes itself.
l false to send the event if the alert is configured to send an event.
true or false
Example: Typical examples are events that result in resetting a health indicator
to a normal or good state, or an event signaling that a previous problem no longer
exists (where the problem was reported in another event).

(A-Z)
Default value:True. Depending on your permissions, you can modify the default.
Severity The severity of the event. It represents the translation of the alert CI status into
the event severity.
The severity levels can be: Unknown, Normal, Warning, Minor, Major,
Critical.
This information enables you to map the triggering event status to the event
severity level.

<<Event Severity>>
Example: Warning
Subcategory More detailed organization of events that have the same category. Used for
event standards and external event sources that are using subcategories.

<<CI Type>>
Submit When you select the option, you must enter a value in the Close key pattern
close key box.
condition
Title Describes the occurrence represented by the event. The title should include
information about what threshold has been crossed (or other trigger conditions),
and the current values.
Add the attributes using the following format for CI Status alerts:
<<Alert Name>>
Triggered on CI: <<Entity Name>>
Trigger condition
Note: Since the text is typically shown within a single line in the event browser, it
is recommended that the most relevant information is at the beginning of the text.
Attributes Area
Use this area to specify the attributes.
Important If necessary, select the relevant attribute in the Attributes area and drag it to
information the relevant box in the General tab.

You can also select a specific attribute and click ALT +i while editing text to
insert the selected attribute in the text.
For a detailed list of attributes, see CI Status Alert Attributes, on page 177.
Custom Attributes Tab

Use this tab to add custom attributes.
When you create or edit a mapping in the Event Template dialog box, you can chose an attribute
that was configured in OBM, or you can create a custom attribute. The custom attributes configured
in OBM provide additional features for the events mapped using these attributes.
Important A custom attribute consists of a key and a value (both are strings). The value can
information be any string and is used by the Event Template mapping as any other value.
Limitations:
l Make sure that the name of the custom attribute you are defining is unique and
does not already exist in the list of factory attributes.
l If you add to a template a custom attribute with a key similar to a constant
attribute's key, the custom attribute is ignored. For details about the constant
attributes, see Constant Attributes, on the next page.
l Duplicate keys are not allowed. You cannot create a key that already exists or
you cannot use an existing key more than once in the same template.
l Event Template attributes are changed into the value of the relevant attribute of
the triggered alert. When the attribute does not correspond to existing alert
attributes (when it is a custom attribute), then the value specified in the Custom
Attributes tab for the relevant attribute is used.
UI Description
Element
Lists the options available for creating a new Event Template. You can select:
l New key. To create a new key. A new row opens in the Name/Value table.
l Known key. Opens a submenu with the known keys as options. You can select
the relevant key. A new row opens in the Name/Value table, with the name of the
selected key in the Name column. You can then enter the value of the key in the
corresponding Value column.

UI Description
Element
Note: The known keys are defined in OBM. Such keys have additional capabilities.
Keys defined in the CI Status Template Repository dialog box only have a name and
are used as strings.
Deletes the selected attributes from the table.
Name Each event can have any number of custom attributes. You use custom attributes to
and provide additional event information that is not provided by any of the other Event
Value Template attributes or that is contained in any of the other attributes. Each custom
attribute is a Name-Value pair, where you enter the name of the attribute in the Name
field and the value of the attribute in the Value field.
This feature may be used when you manage the environment of multiple customers
using one instance of the product. The multiple customers might be handled by a
custom attribute object.
Example: Name = "Customer" ; Value = "XYZ Company"
Constant Attributes
The Event Template uses the constant attributes to represent the fields that appear in the General
tab (title, category, subcategory, and more).
NOTE:
Do not use these attribute's keys as the keys to custom attributes.
The constant attribute's keys are:
l Category
l RelatedCiHint
l CloseKeyPattern
l TimeCreated
l Description
l EtiHint
l NodeHint
l Key
l LogOnly
l OriginalData

l Severity
l SubmitCloseKey
l SourceCiHint
l SubCategory
l Title
CI Status Alert Attributes

The table lists the attributes you can use in the General tab for CI Status alerts:
Attribute Description
Alert A collection of the alert's parameters that form an overall description of the alert. The
Detailed template for this description appears in the default log notification template of the
Description alert.
Alert ID The unique ID assigned to the alert scheme.
Example: a148edca593f423aa36c256e687ad58f
Alert Name The alert name specified in the alert scheme.
Alert A short description of the alert as specified in the alert scheme definition.
Summary
Alert The time when the alert was triggered.

Trigger
Example: Tue Jan 05 6:07:29 PM 2010 (IST) (+0200)
Time
Alert User The description of the alert you provided when you created the alert.
Description
BSM DNS The name of the machine on which APM is installed.
Example: machineName.devlab.ad
CI ID The ID of the CI for which the alert scheme was created.
Example:
cfe0e1157c28513f2c10c008e543c5cb
CI Name The name of the CI for which the alert scheme was created.
CI Type The type of the CI for which the alert scheme was created.

Current The current status key of the CI related to the alert.

Status Key
Current The displayed name of the status key of the CI related to the alert.
Status
Name
Event The severity of the event corresponding to the CI Status Alert. You can set it to
Severity correspond exactly to the alert's severity or to another value.
Example: major, or critical.
KPI ID The ID of the KPI whose change of status triggers the CI Status alert.
KPI Name The name of the KPI whose change of status triggers the CI Status alert.
KPI Value The value of the KPI whose change of status triggers the CI Status alert.
Previous The key of the previous status of the KPI before the change that triggered the CI
Status Key Status alert.
Previous The name of the status of the KPI before the change that triggered the CI Status
Status alert.
Name
Troubleshooting CI Status Alerts

This section describes troubleshooting and limitations for CI Status alerts.
Audit Log
Each change you make to a CI Status alert is logged into the CI Status Alert Administration log.
To access that information click Admin > Platform > Setup and Maintenance > Audit Log and
select CI Status Alert Administration in the Context list. For details, see "Audit Log" in the APM
Example: The audit log provides information about the date the alert definition was modified, the user
who made the modification, the type of action that was performed followed by the contents of the
Definition Details area of the alert definition. For details about the Definition Details area, see Create
New Alert Wizard, on page 157.

Chapter 18: Customizing KPI and HI
Assignments
When a new CI is added to the Run-time Service Model (RTSM), the assignment mechanism is
automatically triggered. This mechanism assigns the appropriate KPIs, HIs, and context menus to the
CI based on its CI type (CIT).
The following section describes how to customize the way KPIs and HIs are assigned to CIs.
To access
Select Administration > Service Health > Assignments, and select the Health Indicator
Assignments or KPI Assignments tab.
NOTE:
To access the Assignments tab in Service Health Administration, you must have user
permissions of Admin or higher.
Learn About
l Assignment Mechanism Overview, below

l Inheriting and Overriding Assignments, on the next page
l Assignment Types: Predefined, Edited, and New, on the next page
l Validation, on page 181
Assignment Mechanism Overview

Each assignment has two parts: a condition, and a task. The condition describes a CI; the task
describes the context menus, KPIs/HIs, and business rules that are assigned to CIs that match the
condition. When an assignment is running and its condition is filled, the assignment mechanism
automatically:
l Attaches the relevant KPIs or HIs to the CI.

l Assigns business rules for the KPIs or HIs.
l Assigns thresholds for the KPIs or HIs.
l (For KPI assignments only:) Adds the context menus to the CI.
l (For HI assignments only:) Assigns selectors for the HI.

Chapter 18: Customizing KPI and HI Assignments
For general information on KPI and HI functionality, see Setting up KPIs and HIs, on page 58. For
details on specific KPIs, see List of Service Health KPIs, on page 232.
The assignment mechanism is an APM service named KPI_ENRICHMENT. The service

completes the missed assignments as soon as APM is restarted, after it has been stopped. The
assignment mechanism is deployed on the Data Processing server.
Inheriting and Overriding Assignments

Assignments on higher level CITs are inherited by their descendant CITs. When an assignment is
inherited, the name of the source CIT appears in parentheses after the assignment name on the
child CIT. Inherited assignments work as follows:
l Deleting. An inherited assignment cannot be deleted on a child CIT. If you override an inherited
assignment, you can delete the overriding assignment on the child CIT. If you delete an
assignment on a parent CIT, it is deleted on its descendant CITs as well.
l Editing. When you edit an inherited assignment, the edited assignment appears in bold text in
the assignments table. You can a restore an overriding assignment to its original inherited
definitions.
l Invalid assignments. Inherited assignments are not displayed if they are invalid, because these
assignments are not relevant for the child CIT. An invalid assignment is only shown on the CIT
where it can be fixed. Once it is no longer invalid, it appears on the descendant CITs.
TIP:
Each assignment rule defined on an upper level CI type is inherited by all child CI types. If
you need to define a specific assignment for a child CI type, create a new rule with the same
condition as an inherited rule, and change the HI or KPI configuration accordingly. You can
also stop some of the running assignment rules, and activate more specific rules for specific
CI types.
Assignment Types: Predefined, Edited, and New

There are three types of assignments:
l Predefined. Out-of-the-box assignments that have not been modified. These assignments can
be edited but not deleted. If you edit a predefined assignment, it is labeled Predefined
(Customized).
l Predefined (Customized). Out-of-the-box assignments that have been edited. These
assignments cannot be deleted, but you can restore them to their default settings.
l Custom. New assignments that you have created.
NOTE:
When you stop a default assignment and then restart it, the assignment type changes from

Predefined to Predefined (Customized). To restore the original Predefined type, click

Restore to Default.
Validation
The validation mechanism checks that each assignment rule is valid. A tooltip on the CIT tree
shows the number of valid and invalid assignments for each CIT.
The CIT toolbar contains a filter to enable you to focus attention on invalid assignments; when you
select Invalid Assignments Only, the CIT tree expands all the CIT nodes that have invalid
assignments.
If there is a problem with an assignment (for example, if an invalid business rule is defined, if an
assignment is not unique, or if a referenced property does not exist for the CIT in the RTSM), you
can open the assignment for editing. The dialog box that appears contains details regarding which
area in the assignment definition is problematic, and should be fixed.
Tasks
l How to Configure a KPI or HI Assignment, below

l How to Override an Inherited Assignment, on the next page
l Related Tasks, on page 183
How to Configure a KPI or HI Assignment
1. Create a new assignment or open an assignment for editing

Select Admin > Service Health > Assignments. Depending on the type of assignment
you are defining, select the KPI Assignments or Health Indicator Assignments tab.
Assignments are defined according to CI type (CIT). Select a CIT in the CI Types pane,
and perform one of the following actions in the Assignments for CI type pane:
l To create a new assignment on the CIT, click the Add button.
l To clone an existing assignment on the CIT, select an assignment and click the
Duplicate button. The original assignment is still available, and the new cloned
assignment opens automatically for editing.
l To edit an existing assignment on the CIT, select an assignment and click the Edit
button.
2. Configure the assignment condition and task

An assignment definition includes a condition and a task. The condition describes specific
characteristics of a CI. The task describes the KPIs or HIs that are to be assigned

automatically to the CI when the condition occurs.

For KPI assignment user interface details, see Add/Edit KPI Assignments for CI Type
Dialog Box, on page 186. For HI assignment user interface details, see Add/Edit Health
Indicator Assignments for CI Type Dialog Box, on page 192.
a. In the Assignment Settings area, define general assignment information.
b. In the Condition area, specify the application which is monitoring the CI; this is the
value of the CI's Monitored By attribute within the RTSM. This field is mandatory for
HI assignments, for all CITs except for Monitor CITs (and their descendant CITs).
NOTE:
You can add a value to the dropdown list of possible Monitored By values using
the following infrastructure setting: Admin > Platform > Infrastructure
Settings > Foundations > Sources Configuration > Possible Values for
Monitored By.
c. (Optional) To add additional conditions based on CI properties, click the Add button in
the Condition area, and define one or more property conditions. All of the property
conditions must be true for the condition to be met. To edit property conditions, click
the field that you want to modify, and edit its contents.
d. In the KPI Configurations area (for KPI assignments) or the Health Indicator
Configurations area (for HI assignments), define the following:
l For KPI assignments, define the KPIs that you want assigned to the CIs when the
condition is met. For each KPI, specify its business rule, rule thresholds,
calculation method, and which HIs it uses in its calculation. Note that if the CI has
none of the specified HIs assigned, the KPI will not be assigned to the CI. For user
interface details, see Add/Edit KPI to Assignment Dialog Box, on page 189.
l For HI assignments, define the HIs that you want assigned to the CIs when the
condition is met. For each HI, specify its priority, business rule, rule thresholds, and
the selector that defines which data samples are relevant for the HI. For user
interface details, see Add/Edit Health Indicator to Assignment Dialog Box, on page
194.
e. (Optional) If you are defining a KPI assignment, you can use the Context Menus area
to define which context menus are assigned to the CI when the condition is met. This
does not override existing context menus, but enables you to define additional ones.
How to Override an Inherited Assignment

When an assignment is inherited from a parent CIT, the name of the source CIT appears in
parentheses after the assignment name on the child CIT. When overriding an inherited assignment,
note the following:

l Restoring definitions. When you override an inherited assignment, the edited assignment
appears in bold text in the assignments table. To restore an overriding assignment to its original
inherited definitions, select the assignment and click the Restore From Parent CIT button.
l Editing. The condition of an inherited assignment cannot be edited. To edit the condition, clone
the inherited assignment, edit the clone, and delete the original inherited assignment.
l Deleting. An inherited assignment cannot be deleted on a child CIT. If you override an inherited
Related Tasks
l How to Modify a KPI Assignment – Use-Case Scenario, on page 202
l How to Create a KPI Assignment Using an API Rule – Use-Case Scenario, on page 205
UI Description
l CI Types Pane (left pane), below

l KPI Assignments/Health Indicator Assignments Pane (right pane), on the next page
l Add/Edit KPI Assignments for CI Type Dialog Box, on page 186
l Add/Edit KPI to Assignment Dialog Box, on page 189
l Edit Related Health Indicators Dialog Box, on page 191
l Add/Edit Health Indicator Assignments for CI Type Dialog Box, on page 192
l Add/Edit Health Indicator to Assignment Dialog Box, on page 194
l Property Condition Operator, on page 199
CI Types Pane (left pane)

This pane displays a hierarchy of CI types; select a CI type to manage its KPI assignments.
UI Description
Element
(A-Z)
Refresh. Click to refresh the CI Types pane and the Assignments pane display.
<CI Each CI type is displayed with its CIT icon.

Type>

UI Description
Element
(A-Z)
If a CIT has an assignment or propagation rule defined, the CIT icon has a small
overlay icon in its lower right corner. If there are invalid assignments or propagation
rules, the overlay icon indicates this. In the following image, the BusinessProcess
CIT has one or more assignments or propagation rules defined, while the Business
Transaction CIT has an invalid assignment or propagation rule.
A tooltip shows the number of KPI assignments, HI assignments, and propagation

rules for the CIT. The tooltip also indicates which category contains any invalid
definitions. If you have invalid definitions, you can select the relevant tab (KPI
Assignments, HI Assignments, or Propagation Rules). The user interface will indicate
the source of the problem, and you can fix it if necessary.
Filter This filter enables you to display all assignments and propagation rules (default
setting); only valid assignments; or only invalid assignments.
When you select Invalid Assignments Only, the CIT tree expands all the CIT nodes
that have invalid assignments. If you want to resolve invalid assignments, open each
assignment for editing. The dialog box that appears contains details on what needs to
be fixed in the assignment definitions.
KPI Assignments/Health Indicator Assignments Pane (right pane)

This tab displays details regarding the KPI assignments for the CIT selected in the CI Types pane.
You can use this pane to add, edit, or remove assignments. Each line represents one assignment
on the selected CIT.
(A-Z)
Add. Click to create a new assignment.
Duplicate. Click to copy a selected assignment, and open the copy for editing.
Edit. Click to edit the details of a selected assignment.

(A-Z)
Delete. Click to delete one or more selected assignments.
Assignments that are inherited from parent CITs cannot be deleted on the child
CIT, but only on the parent CIT.
Restore From Parent CIT. Click to restore a selected overridden assignment to

its original settings.
Restore to Default. Click to restore a selected edited assignment, whose Type

is Predefined (Customized), to its original settings.
Select all. Select all the assignments.
Clear Selection. Clear the selection of assignments.
Start. Click to start running a selected assignment on existing CIs, and on new
CIs.
You can only start an assignment if you have selected it on the CIT where it is
defined, and not on one of that CIT's descendants.
Stop. Click to stop running a selected assignment.
You can only stop an assignment if you have selected it on the CIT where it is
defined, and not on one of that CIT's descendants.
Synchronize CI Type. Click to run assignments on the selected CIT.
Refresh. Click to refresh the Assignments display.
Change visible columns. Click to select the columns you want to display in the
table.
Assignment The name of the assignment.

Name
Description The description of the assignment.
KPIs/Health The KPIs or HIs that are assigned to CIs of the selected CIT, based on the
Indicators assignment.
Monitored List of values of the Monitored By attribute within the RTSM; the assignment is
By only applicable if the CI contains one of the listed values as its Monitored By

(A-Z)
attribute.
Status The assignment status:
l Running. The assignment has been started and is running on the appropriate
CIs.
l Stopped. The assignment has been stopped and is not running.
Type Indicates one of the following assignment types:
l Custom. New assignments.

l Predefined. Out-of-the-box assignments that have not been modified.
l Predefined (Customized). Out-of-the-box assignments that have been
modified. You can restore such an assignment to its original settings using the
Restore to Default button.
Add/Edit KPI Assignments for CI Type Dialog Box

This dialog box enables you to add or edit a KPI assignment on a CIT.
To access Select Admin > Service Health > Assignments.
In the Assignments tab, select a CIT in the CI Type pane. Within the
Assignments for CI Type pane, the KPI Assignments tab displays the KPI
assignments for the selected CIT.
l To add a KPI assignment to the selected CIT, click the Add button.
l To edit a KPI assignment, select the assignment and click the Edit button.
Important When an assignment is inherited from a parent CIT, the name of the source CIT
information appears in parentheses after the assignment name. If you edit an inherited
assignment, the edited assignment is displayed in bold text. The condition of an
inherited assignment cannot be edited; to edit, clone the inherited assignment, edit
the clone, and delete the original inherited assignment.
Assignment Settings Area


Description (Optional) Enter a description for the assignment.
ID Displays the internal ID of the assignment.
Name Enter a name for the assignment.
Condition Area
The condition defines which characteristics a CI must have so that the KPI assignment is
relevant for the CI. Each line in the table represent a property condition; the assignment is
relevant if all the property conditions are filled. If no property conditions are defined, the KPIs are
assigned to all CIs of the CIT with the specified Monitored By attribute.
UI Description
Element
Select all. Select all the property conditions.
Clear Selection. Clear the selection of property conditions.
Add. Click to add a new property condition.
Delete. Click to delete a selected property condition.
Monitored Specify the value of the Monitored By attribute within the RTSM; the
By assignment is only applicable to a CI if the CI contains this value as its
Monitored By attribute.
This field is mandatory for all CITs except for Monitor CITs (and their
descendant CITs).
Note: You can add a value to the dropdown list of possible values using the
following infrastructure setting: Admin > Platform > Infrastructure Settings >
Foundations > Sources Configuration > Possible Values for Monitored
By.
Operator Relational operator that the condition uses when comparing the actual value for
the property against the value defined in the condition. The expression gives a
result of TRUE or FALSE for each CI. For details on the possible operators, see
Property Condition Operator, on page 199.

UI Description
Element
Property This drop-down list contains all of the attributes of the RTSM class for the
Name selected CIT. Select an attribute to define the condition, using the Operator and
Value fields.
Value Enter the required value for the property. This is the property value that the
condition compares with the value in the RTSM class attribute.
KPI Configurations Area

This area enables you to define which KPIs will be assigned to the CIs which fill the assignment
condition.
UI Description
Element
(A-Z)
Select all. Select all the KPIs.
Clear Selection. Clear the selection of KPIs.
Add KPI. Click to create a new KPI.
Edit KPI. Click to edit the details of a selected KPI.
Delete KPIs. Click to delete one or more selected KPIs.
Business The business rule used to calculate the KPI.

Rule
For information about each rule, see Understanding the Service Health

Based On

UI Description
Element
(A-Z)
KPI The name of the KPI assigned to the selected CI. For information about each
Related The list of HIs whose values are used in calculating this KPI.
Health
The KPI will only be assigned if one (or more) of these HIs exists on the CI. If
Indicators
none of the HIs exist on the CI, the KPI is not assigned.
Context Menus Area

This area enables you to define which context menus are assigned to the CIs which fill the
assignment condition. For details on the context menus, see List of Context Menus, on page
365.
The list of Available Context Menus contains the context menus that are applicable to the
CIT. The list of Selected Context Menus shows which context menus are assigned to the CIs
which fill the condition. You can use the arrows to move the context menus between the lists, or
drag context menus from one list to another.
Note that this does not override existing context menus, but enables you to define additional
ones.
Add/Edit KPI to Assignment Dialog Box

This dialog box enables you to add or edit a KPI within a KPI assignment.
To In the Add/Edit KPI Assignments for CI Type dialog box, in the KPI
access Configurations area, click Add, or select a KPI and click Edit.
KPI Area

UI Description
Element
(A-Z)
Click to add or remove HIs from the list of Related Health Indicators which are
used to calculate the KPI. For details, see Edit Related Health Indicators Dialog
Box, on the next page.
Note: Adding a related HI to a KPI does not assign the HI to the CI itself; this
means that if the HI is assigned to the CI, this KPI will include the HI in its
calculation.

Rule

Based On
KPI The name of the KPI assigned to the selected CIT. For information about each
Health
The KPI will only be assigned if one (or more) of these HIs exists on the CI. If
Indicators
none of the HIs exist on the CI, the KPI is not assigned.
CI Type Properties Area

This area contains a list of the attributes of the RTSM class for the selected CIT. If you are
defining KPI thresholds or you are creating an API rule, you can drag attributes from this area to
the threshold or API area.
Thresholds Area
This area enables you to modify the default thresholds used for the KPI's business rule; for
details, see KPI and HI Thresholds, on page 63. This area only appears if you select a rule that

requires thresholds; for example, if you select the Worst Status rule this area does not appear.
Z)
OK, Warning, Enter the required threshold value for each status in the appropriate box.
Minor, Major, Ensure that the values you enter are logically ordered.
Critical
You can use RTSM class attributes of type float or integer to define
threshold values. Drag an attribute from the CI Type Properties area to
the threshold value fields.
Operator Select the required operator. This operator is applied for all the thresholds.
You can use RTSM class attributes of type string to define operators.
Drag an attribute from the CI Type Properties area to the operator field.
Threshold Select one of the following:

Settings
l Default. Use the thresholds that are defined in the business rule
repository. If you select this option, you cannot edit the threshold
settings.
l Custom. Use non-default thresholds for the business rule. Select this
option if you want to modify the default thresholds.

This area is displayed when you select the API Group and Sibling rule in the Business Rule list.
Enter the KPI calculation script for the rule you are creating; for details, see API Group and
Sibling Rule in the APM Extensibility Guide.
Edit Related Health Indicators Dialog Box

This dialog box enables you to add or remove HIs from the list of HIs which are used to calculate a
KPI.
To access In the Add/Edit KPI to Assignment dialog box, click the button next to the
Related Health Indicators field.
Important The list of applicable HIs, that can be used to calculate the KPI on the selected
information CIT, is based on the Indicator Repository definitions. For details, see Indicator

Select an HI from the Applicable Health Indicators list, and click to add it
to the Selected Health Indicators list.
Select an HI from the Selected Health Indicators list, and click to remove
it.
Applicable Health This shows the list of HIs that can be used to calculate the KPI, on the
Indicators selected CIT.
Selected Health This shows which HIs will be used to calculate the KPI on the selected CIT
Indicators
Add/Edit Health Indicator Assignments for CI Type Dialog Box

This dialog box enables you to add or edit an HI assignment on a CIT.
To access Select Admin > Service Health > Assignments.
In the Assignments tab, select a CIT in the CI Type pane.
Within the Assignments for CI Type pane, the Health Indicator Assignments
tab displays the HI assignments for the selected CIT.
l To add an HI assignment to the selected CIT, click the Add button.

l To edit an HI assignment, select the assignment and click the Edit button.


Condition Area
The condition defines which characteristics a CI must have so that the HI assignment is
relevant for the CI. Each line in the table represent a property condition; the assignment is
relevant if all the property conditions are filled. If no property conditions are defined, the HIs are
assigned to all CIs of the CIT with the specified Monitored By attribute.
UI Description
Element
(A-Z)
Monitored Specify the value of the Monitored By attribute within the RTSM; the
By assignment is only applicable to a CI if the CI contains this value as its
Monitored By attribute.
This field is mandatory for all CITs except for Monitor CITs (and their
descendant CITs).
Note: You can add a value to the dropdown list of possible values using the
following infrastructure setting: Admin > Platform > Infrastructure Settings >
Foundations > Sources Configuration > Possible Values for Monitored
By.
Select all. Select all the property conditions.
Clear Selection. Clear the selection of property conditions.
Add. Click to add a new property condition.
Delete. Click to delete a selected property condition.
Operator Relational operator that the condition uses when comparing the actual value for
the property against the value defined in the condition. The expression gives a
result of TRUE or FALSE for each CI. For details on the possible operators, see
Property Condition Operator, on page 199.
Property This drop-down list contains all of the attributes of the RTSM class for the

UI Description
Element
(A-Z)
Name selected CIT. Select an attribute to define the condition, using the Operator and
Value fields.
Value Enter the required value for the property. This is the property value that the
condition compares with the value in the RTSM class attribute.
Health Indicator Configurations Area

This area enables you to define which HIs will be assigned to the CIs which fill the assignment
condition.
(A-Z)
Select all. Select all the HIs.
Clear Selection. Clear the selection of HIs.
New. Click to create a new HI.
Edit Health Indicator. Click to edit the details of a selected HI.
Delete Health Indicator. Click to delete one or more selected HIs.
Business The business rule used to calculate the HI.

Rule
Health The name of the HI assigned to the selected CI.

Indicator
Add/Edit Health Indicator to Assignment Dialog Box

This dialog box enables you to add or edit an HI within an HI assignment.
To access: In the Add/Edit Health Indicator Assignments for CI Type dialog box > Health
Indicator Configurations area, click Add, or select an HI and click Edit.


UI Description
Element
(A-Z)

Rule
Health The name of the HI assigned to the selected CIT.

Indicator
Priority By default, each HI has a priority of zero (0). If the assignment mechanism runs a
number of assignments on a CI, and more than one assignment assigns the
same HI, the priority can be used to fine-tune which to assign.
For example, if an HI is supposed to be assigned to a CI based on two different

assignments, and the HI in one assignment has a higher priority than in the other,
the definitions of the higher priority one will be assigned.

This area contains a list of the attributes of the RTSM class for the selected CIT. If you are
defining HI selector or thresholds, or you are creating an API rule, you can drag attributes from
this area to the API, threshold or selector area.
The attributes listed under the heading General Properties are grouped according to attribute
type (for example binary or string). In addition, when defining a selector, the following attributes
are available under the heading Selector Related Properties:
l CI ID. The ID of the CI in the RTSM.

l HI Type ID. The HI's internal ID in the Indicator Repository.

Service Health Rules API in the APM Extensibility Guide.

(A-Z)
KPI Enter the KPI calculation script for the rule you are creating. The contents of
Calculation the script depends on the rule type, as follows:
Script
Thresholds Area
This area enables you to modify the default thresholds used for the HI's business rule; for
requires thresholds; for example, if you select a Worst Status rule this area does not appear.
Z)
Critical
You can use RTSM class attributes of type float or integer to define
threshold values. Drag an attribute from the CI Type Properties area to
the threshold value fields.
Operator Select the required operator. This operator is applied for all the thresholds.
You can use RTSM class attributes of type string to define operators.
Drag an attribute from the CI Type Properties area to the operator field.

Settings
settings.
l Custom. Use non-default thresholds for the business rule. Select this
option if you want to modify the default thresholds.

Selector Area
This area enables you to define the selector for the HI. The selector catches data samples from
the incoming data that meet the filter criteria.
For an overview of selectors, see Selectors for Metric-Based HIs, on page 69. For details on
defining selectors, see How to Define Selectors for HIs, on page 98.
Selector Toolbar
Select one of the following:
l Add Selector Expression. Add a selector expression to an expression

group; each selector expression that you add narrows the filter.
l Add OR Clause. Add an expression group (which can contains one or
more selector expressions).
Note. When the first expression group is added it is labeled AND; when
additional groups are added all the groups are labeled OR.
Delete. Click to delete one or more selected selector expressions or groups.
Copy. Select one or more selector rows and click to copy the rows to the
clipboard.
Cut. Select one or more selector rows and click to cut the rows to the
clipboard.
Paste. Click to paste rows from the clipboard to a new location.
If you are pasting a selector group, it is pasted as a new group.
If you are pasting a selector expression, there are two Paste options:
l If you select a row before you click Paste, the expression is pasted after
the selected row.
l If you do not select a row but just click Paste, a new group is created
containing the expression.
Copy Copy the entire selector definition to the clipboard.

Selector to
You can then paste the selector into specific HI instances within the CI
Clipboard
Indicators tab. For details, see Add Health Indicator/Edit Health Indicator

Paste Paste the entire selector definition from the clipboard.

Selector
You can copy a selector from an HI definition within the CI Indicators tab. For
From
details, see Add Health Indicator/Edit Health Indicator Dialog Box, on page
Clipboard
102.
Selector Definitions
Field Enter the name of a reference property that the selector expression searches
Name for in the incoming data samples. For details on the samples, see Data
Samples, on page 1372.
Operator The relational operator that the selector expression uses when comparing the
actual value for the property against the value defined in the selector. The
expression gives a result of TRUE or FALSE for each data sample.
Select an option from the list. The option can be:
l = or !=. Filters the samples where the value of the sample field specified in
the Field box equals or is not equal to the value specified in the Value box.
l > or <. Filters the samples where the value of the sample field specified in
the Field box is less or more than the value specified in the Value box.
l in or not In. Use the |!| separator Value box. The value specified in the
Value box can only be 100 characters long.
l >= or <=. Filters the samples where the value of the sample field specified
in the Field box is more or equal to or less or equal to the value specified in
the Value box.
l prefix or notPrefix. Filters in the samples where the sample field value
starts with the string entered in the Value box.
l suffix or notSuffix. Filters in the samples where the sample field value ends
with the string entered in the Value box.
l like or notLike. The expression you enter in the Value box should follow the
Java standard for regular expression.
Note: It is recommended to use the suffix or notSuffix operators instead of the
like and notLike operators that are performance intensive.
Type The type of value in the data sample (can be String, Double, Integer, Long,

Value The property value that the expression compares with the value in the data
sample.
You can use RTSM class attributes to define selector values; drag an attribute
from the CI Type Properties area to the selector value field.
Example: An HI is assigned for a business transaction monitored by Business

Process Monitor. The selector defines which samples will be used to calculate
HI instances of this type, using the following selector definition:
sampleType = trans_t AND u_iTransactionId = <<CI ID>>
The selector determines which samples are valid based on the transaction ID,
which is the CI ID.
Note: If your assignment contains referenced properties (Ref Prop) in the

selector, the attribute on the CI should not contain any of the following
characters: " & ' < >
Expression When you have defined a selector, this area displays a summary of the
Summary selector conditions.
Property Condition Operator

Use one of the following values:
Value Description
Equals Returns true when the value of the RTSM class attribute equals the value specified
in the value attribute of the property condition.
Does not Returns true when the value of the RTSM class attribute does not equal the value
equal specified in the value attribute of the property condition.
Is like Returns true when the value of the RTSM class attribute matches the string in the
value attribute of the property condition. The string of the value attribute can contain
% as a wildcard. % may represent 0 or more characters.
Is not like Returns true when the value of the RTSM class attribute does not match the string
in the value attribute of the property condition. The string of the value attribute can
contain % as a wildcard. % may represent 0 or more characters.

Value Description
Contains Returns true when the value attribute of the property condition equals one of the
elements listed in the value of the RTSM class attribute, when the RTSM attribute
type is string_list.
Is Returns true when the value of the RTSM class attribute equals one of the elements
contained that is listed in the value attribute of the property condition. The elements in the list
in should be separated with a comma.
Is NULL Checks where the CI attribute was not assigned a value. Returns true when the
RTSM class attribute is empty.
Is not Checks where the CI attribute was assigned a value. Returns true when the RTSM
NULL class attribute is not empty.
Is true Returns true when the RTSM class attribute value is true.
Is false Returns true when the RTSM class attribute value is false.
Troubleshooting
Using System Health Monitors to Troubleshoot Assignment Problems
If the Assignment Mechanism is not working properly, you can use the following System Health
monitors to help locate the source of the problem:
l KES Availability. Monitors that the Assignment Mechanism is up and running for each
customer.
l KES Content. Monitors that the Assignment Mechanism content is valid.
For details, refer to the System Health documentation.
Additional Information: KPI and HI Assignments

You can find additional information on KPI and HI Assignments in the following sections:
l Synchronizing Assignments, on the next page

l SiteScope Dynamic HI Assignment, on the next page
l How Assignments Respond to Manual Changes on a CI, on page 202
l How to Modify a KPI Assignment – Use-Case Scenario, on page 202
l How to Create a KPI Assignment Using an API Rule – Use-Case Scenario, on page 205

Synchronizing Assignments
After making changes to assignments for a CIT, you can synchronize the assignments mechanism to
run assignments on the CIT as if a new CI was just added. You can synchronize KPI assignments, HI
assignments, or all assignments on the CIT.
When you synchronize all assignments, the assignments mechanism first assigns HIs based on the HI
assignments, then KPIs based on the KPI assignments.
Synchronizing HI assignments can also have an effect on KPIs. For example, if an HI is added to a CI
based on an HI assignment, a KPI assignment that is already running may add a new KPI to the CI
based on this new HI.
Synchronizing can also delete KPIs or HIs. For example, if an assignment assigns two HIs (H1 and
H2), and you modify it to only assign one of them (H1) and then synchronize, the assignment will delete
the HI (H2) from the CI. If a KPI assignment has the deleted HI as its only related HI, the KPI will be
removed from the CI as well.
NOTE:
l Synchronization is resource-intensive, and may impair performance. Only perform

synchronization when necessary.
l If a KPI was created manually or updated manually, retroactive sync from KPI Assignments
will not change that KPI.
SiteScope Dynamic HI Assignment

Service Health contains a default assignment named SiteScope Dynamic Health Indicator
Assignment, which assigns HIs to the CIs monitored by SiteScope. This assignment dynamically
assigns HIs to these CIs based on the metrics you have chosen to monitor within SiteScope. If you
change the definitions of what is monitored on a CI within SiteScope, the assignment automatically
updates which HIs are assigned to this CI.
You cannot perform the following:
l Create another dynamic assignment.

l Delete this assignment.
l Add HIs to this dynamic assignment, or remove HIs from the assignment.
l Modify the condition, selector, or priority defined for an HI in this assignment.
You can make the following changes within the dynamic assignment:

l Change the HI calculation rule. Note that the new rule is used to calculate all of the HIs assigned via
this assignment.
l Change the rule parameters and rule thresholds (where relevant).
l Stop the assignment if necessary.
How Assignments Respond to Manual Changes on a CI

When an HI is manually attached to a CI using the CI Indicators tab (for details, see Customizing CI
Indicator Settings in a View, on page 85), the assignment mechanism may then add KPIs to the CI
based on the KPI assignment definitions.
If a KPI or HI is assigned to a CI using the assignment mechanism, and you then manually change the
KPI or HI, the assignment mechanism no longer makes changes to this indicator. For example, if you
manually modify an assigned KPI, and you then change the business rule used within the KPI
assignment, this change will not affect the modified KPI. In addition, synchronization does not remove
a modified indicator, even if the CI no longer fills the assignment condition.
However, if you manually remove an assigned KPI or HI, and then synchronize assignments, the KPI
or HI will again be assigned to the CI by the assignment mechanism.
TIP:
If you change a CI so that it no longer fills any assignment conditions, its HIs and KPIs are not
removed automatically by the assignment mechanism. You can delete these indicators manually
using the CI Indicators tab, or perform synchronization in the Assignments tab on the relevant CI
Type.
How to Modify a KPI Assignment – Use-Case Scenario

John is a Service Health administrator for ACME corporation, which uses Real User Monitor to monitor
their business transactions.
Each of their business transactions has the Application Availability KPI assigned by default. John
wants to also assign the OT Impact KPI to the business transaction CIs, to calculate the dollar value of
unavailable transactions over time. He assigns this KPI the Impact Over Time rule, and defines the rule
so that each minute a transaction is unavailable, the financial impact reflects a $600 loss.
1. Open the RUM Business Transaction KPI assignment for editing

John accesses Admin > Service Health > Assignments, and selects the Business
Transaction CIT in the CI Types pane. In the KPI Assignments tab, he opens the RUM
Business Transaction KPI Assignments for editing.

2. Add the OT Impact KPI to the RUM Business Transaction KPI assignments
a. In the KPI Configurations area, he clicks New to add a new KPI to the assignment.
b. He selects the OT Impact KPI, using the Impact Over Time Rule, calculated based on
Child KPIs.
c. He defines the Dollar Impact (financial loss in dollars per minute) as 600. He links this to
the Application Availability KPI (whose ID in the KPI repository is 7), by typing 7 in the
StatusDimension rule parameter.
This means that for every minute the Application Availability KPI is red, the value of the OT
Impact KPI increases by $600.

d. He defines thresholds for the OT Impact KPI so that when the value of the KPI is less than
or equal $200, the status of the KPI is OK; when it is less than or equal $500 it is Minor,
and when it is over $500 it is Major.
e. He then clicks Save to save the KPI assignment.
3. Result
The RUM Business Transaction KPI assignment, on the Business Transaction CIT, now
includes the OT Impact KPI.
This KPI is now automatically assigned to all business transactions monitored by Real User
Monitor. The value of this KPI is $600 for every minute a business transaction is not available.

How to Create a KPI Assignment Using an API Rule – Use-

Case Scenario
The following scenario provides a high-level illustration of how you can use the Rules API to create a
custom rule, and then assign a KPI with this rule to various CIs.
In this scenario, you create a KPI assignment so that a KPI will automatically be assigned to all hosts
and databases monitored by SiteScope. The KPI will use a custom API rule, so that whenever the KPI
is assigned to a host CI the rule performs one action, and when the KPI is assigned to a database CI
the rule performs another action.
First, within the rule repository you define a rule for a specific CI type, using a Rule API script. You then
make this rule applicable to a KPI, within the KPI repository.
You create a KPI assignment to assign this KPI using the custom rule, within the KPI assignment
administration. Finally, you define the rule within the KPI assignment administration, so that the rule
dynamically takes the CI type from the CI and performs different actions depending on the CI type
(host or database).
1. Clone the API Group and Sibling business rule and define rule parameters
a. Access Admin > Service Health > Repositories > Business Rules; select the API
Group and Sibling business rule, and click Clone Rule.
The new rule is named API Group and Sibling Rule (1). Open the rule for editing.
b. In the Advanced Rule Settings area, define the rule as applicable for the Configuration
Item CI type.
c. In the Rule Parameters area, create a new rule parameter named CI_type, of type
String. You do not need to modify any other fields.
This rule parameter will be used to define the API script, using the CI type taken
dynamically from the CI.
d. In the Rule Parameters area, open the parameter KPI Calculation Script for editing, and
define the script which will be run on the KPI. For details on how to define custom rules
using the rules API, see Service Health Rules API - Overview in the APM Extensibility
Guide.
The following image illustrates a calculation script which performs one action if the CI type
is a database, another action if the CI type is a host, and a third action for other CITs.

2. Make the new rule applicable for the Generic KPI

a. Access Admin > Service Health > Repositories > KPIs, and open the Generic KPI for
editing.
b. In the Applicable Rules area, define the new rule API Group and Sibling Rule (1) as
applicable for the KPI.
3. Create a KPI assignment using the new rule

a. Access Admin > Service Health > Assignments, and select the Infrastructure
Element CIT in the CI Types pane. Using the KPI Assignments tab, create a new

assignment named Host and Database Assignment.

b. Within the Condition area, define the assignment condition as monitored by SiteScope.
c. Within the KPI Configurations area, click New to add a KPI to the assignment.
d. In the KPI area, select the Generic KPI, using the API Group and Sibling Rule (1),
calculated based on Child KPIs.
e. From the CI Type Properties list, drag the property CI Type to the CI_type rule
parameter, within the Business Rule Parameters area.
This means that the CI_type rule parameter that is part of the calculation script is filled
dynamically from the CI information itself: for a host CI this parameter gets the value
node, and for a database CI it gets the value database.

4. Result
The Host and Database assignment, on the Infrastructure Element CIT, assigns the Generic
KPI to all infrastructure element CIs (and their child CIs). When this KPI is on a host CI, the
API rule performs one action, and when it is on a database CI it performs another action.

Chapter 19: Customizing KPI Propagation
When a KPI is assigned to a CI, or when a CI is attached to another CI, the propagation mechanism
propagates the appropriate KPIs to the parent CIs. By default, when a KPI is assigned to a CI the KPI
is automatically propagated to the CI's parents. KPIs are propagated from child CIs to parent CIs; HIs
are not propagated to parent CIs.
The following section describes how to define exceptions to the default KPI propagation.
To access
Select Administration > Service Health > Assignments, and select the Propagation Rules
tab.
NOTE:
To access the Assignments tab in Service Health Administration, you must have user
permissions of Admin or higher.
Learn About
Propagation Rules Overview
Each propagation rule is defined per CI type, and includes a condition and a task, as follows:
l Condition. The condition describes the CIT of the child CI, the CIT of the parent CI, and the KPI
assigned to the child CI. When these conditions are met, the task is then applied.
l Task. The task describes which KPIs and business rules are propagated to the parent CI. The
task may also include custom thresholds for the business rule used to set the status of the KPI.
Using propagation rules you can specify that when a KPI is assigned to a CI one of the following
occurs:
l No KPI is propagated to the CI's parent CI.

l The same KPI is propagated to the parent CI, but with a business rule that is not the default
group rule.
l One or more different KPIs are propagated to the CI's parent CI.
In the context of propagations, the relationship between a CI and its parent CI is defined by the CI's
Impact links.
Example:

A Service Health administrator wants to set up custom KPIs to monitor availability of her data
center's CIs. She creates two KPIs to show system availability for Windows and UNIX data
servers, but she does not want these KPIs to propagate up to the parent Data Center CI.
Instead, she wants the Data Center CI to have a different KPI (System Availability), with a rule
combining the availability of both child CIs.
She therefore specifies a propagation rule on each of the child CIs (Windows and UNIX
servers). The rule is defined so that when the parent CI is Data Center, a custom KPI (System
Availability) is propagated, using a rule that combined the values of the two KPIs on the child
CIs.
Default Propagation
The propagation mechanism is triggered when a link between two CIs is added or removed in the
RTSM, or if you assign a KPI to a CI or detach a KPI from a CI in Service Health administration. By
default, KPIs are propagated as follows:
l Each KPI attached to any child CI of any parent CI is automatically propagated to the parent CI.
l The KPI is assigned the KPI's default group business rule and rule parameters, as defined in the
KPI definition in the KPI repository. For details, see Default Group Rule in New KPI/Edit KPI
l The thresholds are defined in the business rule repository, if they exist.
l The default propagation is not visible in the user interface. You cannot modify it.
NOTE:
Propagation rules respond to changes within the KPI and rule repositories. For example, if
you have defined a propagation rule using a particular KPI, and this KPI is removed from the
repository, the propagation rule becomes invalid.
Inheriting Propagation Rules

Propagation rules on higher level CITs are inherited by their descendant CITs. When a propagation
rule is inherited, the name of the source CIT appears in parentheses after the propagation rule name
on the child CIT.

An inherited propagation rule cannot be deleted on a child CIT. If you delete a propagation rule on a
parent CIT, it is deleted on its descendant CITs as well.
If there are two rules on a CIT; one inherited from a parent CIT, and one assigned to the CIT itself,
then the one assigned to the CIT itself will be applied.
Tasks
How to Configure a KPI Propagation Rule
1. Create a new propagation rule or open a rule for editing

Select Admin > Service Health > Assignments > Propagation Rules.
Propagation rules are defined according to CI type (CIT). Select a CIT in the CI Types
pane to show its defined assignments and propagations. Perform one of the following
actions in the Assignments for CI type pane:
l To create a new propagation rule on the CIT, click the Add button.
l To clone an existing propagation rule on the CIT, select a propagation rule and click the
Duplicate button. The original propagation rule is still available, and the new
propagation rule opens automatically for editing.
l To edit an existing propagation rule on the CIT, select a propagation rule and click the
Edit button.
2. Configure the propagation rule's condition and task

A propagation rule definition includes a condition and a task. The condition describes
specific characteristics of a CI: its CIT, the CIT of its parent CI, and the KPI assigned to
the CI. The task describes the KPIs and business rules that are propagated to the parent CI
when the condition occurs.
For user interface details, see Add/Edit Propagation Rule for CI Type Dialog Box, on page
214.
a. In the Rule Settings area, define general propagation rule information.
b. In the Condition area, specify the CIT of the parent CI, and the KPIs assigned to the
child CI.
If you select Any KPI, the condition is filled if the CI has any KPIs assigned. For
example, if you do not want any KPI propagated to the parent CI, select this option, and
define the task as Do Not Propagate the KPI.
c. In the Task area, specify one of the following:
l Do not propagate the KPI. Select this option if you do not want the KPI
propagated from the child CI to the parent CI.

l Propagate the KPI using another rule. Select this option if you want the KPI
propagated, but using a business rule that is not the default group rule defined for
this KPI. Specify the business rule that you want used for the KPI on the parent CI.
l Propagate custom KPIs. Select this option if you want different KPIs propagated
to the parent CI, or if you want to propagate the same KPI and rule, but using
different rule thresholds. For each KPI, specify the business rule that you want used
on the parent CI, and rule thresholds if relevant. For user interface details, see
Add/Edit KPI for Propagation Rule Dialog Box, on page 216.
Propagation rules have no retroactive effects; if you make any changes to propagation
rules, the changes only affect from that point on.
If a parent CI is already assigned a specific KPI, and the propagation is defined as
propagating the same KPI from the child CI, the KPI is not propagated from the child CI.
UI Description
l CI Types Pane (left pane), below

l Propagation Rule Pane (right pane), on the next page
l Add/Edit Propagation Rule for CI Type Dialog Box, on page 214
l Add/Edit KPI for Propagation Rule Dialog Box, on page 216
CI Types Pane (left pane)

This pane displays a hierarchy of CI types; select a CI type to manage its KPI propagation rules.
UI Description
Element
(A-Z)
<CI Each CI type is displayed with its CIT icon.

Type>
rules, the overlay icon indicates this.
In the following image, the BusinessProcess CIT has one or more assignments or
propagation rules defined, while the Business Transaction CIT has an invalid
assignment or propagation rule.

UI Description
Element
(A-Z)

definitions.
If you have invalid definitions, you can select the relevant tab (KPI Assignments, HI
Assignments, or Propagation Rules). The user interface will indicate the source of the
problem, and you can fix it if necessary.
that have invalid assignments.
If you want to resolve invalid assignments, open each assignment for editing. The
dialog box that appears contains details on what needs to be fixed in the assignment
definitions.
Propagation Rule Pane (right pane)

This pane displays the non-default KPI propagation rules for the CIT selected in the CI Types pane.
You can use this pane to add, edit, or remove propagation rules. Each line represents one
propagation rule on the selected CIT.
A propagation rule defines (based on CITs) that if a specified KPI is assigned on a CI, the CI's
parent CIs will either be assigned this KPI with a different rule, no KPIs, or one or more other KPIs.
(A-Z)
Add. Click to create a new propagation rule.
Duplicate. Click to copy a selected propagation rule, and open the copy for

(A-Z)
editing.
Edit. Click to edit the details of a selected propagation rule.
Delete. Click to delete one or more selected propagation rules.
Select all. Select all the propagation rules.
Clear Selection. Clear the selection of propagation rules.
Refresh. Click to refresh the Assignments pane display.
Change visible columns. Click to select the columns you want to display in the
table.
Assigned When this KPI is assigned to the selected CIT, the propagation rule is applied to
KPI the parent CIT.
Description The description of the propagation rule.
Parent CI The parent CIT on which the propagation rule is applied.

Type
Propagated This indicates one of the following:

KPIs
l <KPI names>. The listed KPIs are propagated to the parent CIT (and not the
KPI which is assigned to the child CIT).
l None. No KPIs are propagated to the parent CIT.
l Same KPI with <business rule name>. The KPI that is assigned to the child
CIT is propagated to the parent CIT, but with a different business rule.
Rule Name The name of the propagation rule.
Add/Edit Propagation Rule for CI Type Dialog Box

This dialog box enables you to add or edit a KPI propagation rule on a CIT.
To Select Admin > Service Health > Assignments.

access
In the Assignments tab, select a CIT in the CI Type pane. Within the Assignments

for CI Type pane, the Propagation Rules tab displays the KPI propagation rules for
the selected CIT.
l To add a propagation rule to the selected CIT, click the Add button.
l To edit a propagation rule, select the propagation rule and click the Edit button.
Rule Settings Area

Description (Optional) Enter a description for the propagation rule.
Name Enter a name for the propagation rule.
Condition Area
The condition defines which characteristics a CI must have so that the KPI propagation rule is
relevant for the CI. The condition includes the CIT of the CI, the CIT of its parent CI, and the KPI
(A-Z)
KPI This drop-down list contains the KPIs that can be assigned to the child CI.
assigned to Select a KPI to define the condition.
source CI
If you select Any KPI, the condition is filled if the CI has any KPIs assigned.
type
For example, if you do not want any KPI propagated to the parent CI, select
this option, and define the task as Do Not Propagate the KPI.
Parent CI This contains a CIT hierarchy. Type the name of a CIT or select a CIT from
type the hierarchy, to define the CIT of the parent CI.
Source CI This is the CI type which you selected in the CI Types pane. When the
type specified KPI is assigned to a CI with this CI type, and its parent CI is the
specified parent CIT, the condition is met.
Task Area
This area enables you to define which KPIs and business rules are propagated to the parent CI,
when the condition is met.

Do not Select this option if you do not want the KPI propagated to the parent CI.
propagate
the KPI
Propagate Select this option if you want the KPI propagated to the parent CI, using a rule
the KPI that is not the KPI's default group rule. Select a rule from the drop-down list.
using a
The list contains the rules that are applicable for the KPI and for the parent
different rule
CIT. If you selected Any KPI in the condition area, the list contains the rules
that are applicable for the parent CIT.
Propagate Select this option if you want different KPIs propagated to the parent CI, or if
custom you want to propagate the same KPI and rule, but using different rule
KPIs thresholds. After selecting this option, add one or more KPIs for propagation.
If you select this option and do not add any KPIs, no KPIs are propagated.
New. Click to add a new KPI for propagation.
Edit. Click to edit the details of a selected KPI.
Delete. Click to delete one or more selected KPIs.
KPI The name of the KPI propagated to the parent CIT. For information about
each KPI, see List of Service Health KPIs, on page 232.

Rule
Add/Edit KPI for Propagation Rule Dialog Box

This dialog box enables you to add or edit a KPI within a KPI propagation rule.
To In the Add/Edit KPI Propagation Rule for CI Type dialog box, in the Task area, click

access New or select a KPI and click Edit.
KPI Area
UI Description
Element
(A-Z)

Rule
KPI The name of the KPI propagated to the parent CIT. For information about each
Thresholds Area
This area enables you to modify the default thresholds used for the KPI's business rule; for
requires thresholds, such as the Percentage Rule.
Critical
thresholds.

Settings
settings.
l Custom. Use non-default thresholds for the business rule. Select
this option if you want to modify the default thresholds.


Enter the KPI calculation script for the rule you are creating; for details, see API Group and
Sibling Rule in the APM Extensibility Guide.
Additional Information: KPI Propagation

You can find additional information on KPI Propagation in the following sections:
l Best Practice: Multiple Propagations, below

l How Propagation Rules are Implemented, below
Best Practice: Multiple Propagations

You create a set of propagations for a topology, meaning that for each level of parent CI in the
hierarchy, you must create a set of propagations. A lot of the propagations are repetitive so the correct
procedure is to:
1. Create a set of general propagations of Type 1 for a specific parent CI.

2. Create a set of more specific propagations of Type 2 for a specific KPI and a specific parent CI.
3. Create a set of more specific propagations of Type 3 for a specific KPI, a specific child CI, and a
specific parent CI.
4. Create a set of non-propagations of Type 4 for a specific KPI, a specific child CI, and a specific
parent CI.
The propagations are then sorted and applied to each parent CI. For details, see How Propagation
Rules are Implemented, below.
How Propagation Rules are Implemented

The matcher of the propagation mechanism considers all the propagation definitions and sorts them
before applying them. All the customized propagations that you define are added to a list of existing
propagations that is already sorted.
This section includes the following topics:
l Propagation Definitions and Sorting, on the next page

l De-propagation, on page 221
l Propagation Limitations, on page 222

Propagation Definitions and Sorting

A propagation is defined per triplet (parent CI type, child CI type, and KPI attached to the child CI
type). The matcher sorts the complete list of propagations according to the algorithm described
below.
1. Parent sorting:
l A comparison triplet parent CI that is equal to the propagation parent CI (the number of
hierarchy levels is 0 in the model hierarchy) is better than a comparison triplet parent CI that
is derived – with a larger number of hierarchy levels – from the propagation parent CI.
l A comparison triplet parent CI that is derived, in the class model, from the propagation
parent CI with a smaller number of hierarchy levels is better than a comparison triplet parent
CI that is derived from the propagation parent CI, with a larger number of hierarchy levels.
2. Child sorting:
The mechanism performs the same type of sorting as the parent CI sorting on the child CI.
3. KPI sorting:
The sorting is performed on the KPI where the KPI corresponding to the triplet KPI is better
than Any KPI.
For each KPI that is propagated from a child CI type to a parent CI type (comparison triplet), the
matcher scans the list of sorted propagations to find the propagation that most closely matches the
triplet. A propagation is considered a match when:
l The parent CI type and the child CI type in the propagation correspond exactly to the comparison
triplet parent CI or child CI, OR the child CI class in the comparison triplet is derived (in the class
model hierarchy) from the child CI type in the propagation and the same for the parent CI type.
AND
l The propagation KPI has the same ID number as the comparison triplet KPI OR the propagation
condition specifies Any KPI.
The first propagation in the sorted list is used.
Example:
The predefined and customized propagations defined are as follows:

No Propagation How does the propagation match the triplet (parent CI=B,
Condition child CI=A, and KPI=K)?
Parent Child KPI

CI CI
1 Node Node All The propagation includes the triplet.
2 J Node All The propagation does not include the triplet.
3 D C All CI B is derived from CI E, CI D and CI A is derived from CI C in

the class model, and the propagation is for all KPIs, so the
propagation includes the triplet.
4 E Node K CI B is derived from CI E and CI A is included in Node in the

class model, and the propagation is for the K KPI, so the
5 E C All CI B is derived from CI E and CI A is derived from CI C in the

class model, and the propagation is for all KPIs, so the
6 E C K CI B is derived from CI E and CI A is derived from CI C in the

The class model is provided in the picture below.

The result of the sorting procedure is as follows:
1. Propagation 6 is at the top of the list as its parent CI type is E (most specific), child CI type
C (most specific) and KPI type is K (explicit type).
2. Propagation 5 comes after propagation 6 as its only difference with 6 is its generic KPI
type.
3. Propagation 4 comes after as its child CI type (Node) is more generic than propagation 5's
child CI type (C).
4. Propagations 3, 2, and 1 are listed afterwards (in this order), as their parent type is less
specific (higher in the hierarchy) than type E.
5. Propagation 1 goes to the bottom of the list as it is the most generic propagation.
When the propagation mechanism tries to find the closest matching propagation definition
to the triplet (parent=CI B, child=CI A and KPI=KPI K) propagation 6 is at the top of the list
and is therefore selected.
De-propagation
The de-propagation mechanism is activated:
l When a CI is deleted from the impact model.

l When a link between two CIs is deleted from the impact model.
l When a KPI is deleted from a CI of the impact model.
For details on the impact model, see "Impact Modeling Overview" in the Modeling Guide.
There are two cases of de-propagation:
l Case A: KPI is deleted.

l Case B: CI is deleted OR the link between two CIs is deleted.
In case A, the de-propagation mechanism performs the following steps:
1. Finds the matching propagation for the deleted KPI according to its triplet (child CI, parent CI,
and KPI type). For details, see How Propagation Rules are Implemented, on page 218.
The selected propagation includes the set of KPIs that might have been previously propagated
by the deleted KPI.
2. Retains from the potential KPIs only the KPIs that are currently attached to the parent CI.
3. Finds the propagations that match the KPIs attached to the child CI and its siblings.
4. Builds a set of the KPIs that might have been previously propagated by the matching
propagations from step 3.
5. Removes the KPIs of step 4 from the set of KPIs of step 2.

6. The remaining KPIs are deleted from the parent CI.

7. The de-propagation mechanism is then applied to the next level of the impact model topology
for each one of the KPIs deleted in step 6.
In case B, the de-propagation mechanism performs the following steps:
1. Finds all the matching propagations for all of the KPIs attached to all of the siblings of the
deleted (or detached) CI.
2. Builds a set of KPIs attached to the parent CI that were not propagated by any of the
propagations from step 1.
3. Deletes from the parent CI all of the KPIs from step 2.
4. Activates the de-propagation mechanism described in case A starting with the parent CI and
the set of KPIs deleted from it in step 3.
Propagation Limitations
l If you propagate the same KPI A from different child CIs (CI1 and CI2) with a different
propagation, the propagation that affects the parent CI (CI4) regarding KPI A can be either one of
the propagations (from CI1 or CI2). Because of this uncertainty, it is recommended to avoid
specifying different propagations that propagate the same KPI but with different rules,
thresholds, or both.
l According to the previous limitation, if you propagate the same KPI A from different child CIs
(CI1, CI2, or CI3), the propagation that affects the parent CI (CI4) regarding KPI A can be either
one of the propagations. If you delete one of the CIs (CI2) or one of its KPIs, the configuration of
KPI A (rule and thresholds) is updated and propagated from either CI1 or CI3. The update is not
performed if the KPI was customized by the user.

NOTE:
Propagation rules are not retroactive; if you make any changes to propagation rules, the
changes only take effect from that point on.

Chapter 20: Repositories Overview
Application Performance Management repositories provide definitions for objects in the Application
Performance Management system. Many of these definitions can be customized as required by your
organization.
The Repository page provides a convenient user interface for viewing and customizing the definitions
contained in the repository XML definition files. These files define the templates that are used
throughout Application Performance Management to determine how source data is imported and
handled, and to determine appearance and functionality for the CIs in the presentation layer.
Repositories
The Repository page enables you to access the following repositories:
l KPIs. Provides template definitions for the key performance indicators (KPIs) used in Service
Health. For details, see KPI Repository, on page 231.
l Indicators. Provides template definitions for the health indicators (HIs) used in Service Health
and SLM. For details, see Indicator Repository, on page 250.
l Business Rules. Provides template definitions for the business rules used with the KPIs in
Service Health, and the tooltips used to display CI information. For details, see Customizing KPI
and HI Calculation Rules, on page 265.
The Rules API can be used to create new rules; for details see Service Health Rules API -
Overview in the APM Extensibility Guide.
l Context menus. Provides definitions for the context menus used in Service Health. For details,
see Context Menu Repository, on page 363.
Permissions
To view the repositories you must have the Add permission for Sources permission. To set up
the permissions, select Admin > Platform > Users and Permissions > User Management >
Permission.
Advanced Users
Advanced users can modify existing repository objects and create new ones. This may be
necessary when you want to customize the way information is presented in Service Health to fit the
needs of your organization; or when you need to create new objects when integrating data from a
new external system into Service Health.
Repositories in Service Health and SLM

Some of the repositories are application-specific, while others are shared by different applications,

as follows:
l Context Menus. The context menu repository in Service Health defines the menu commands
which are used in Service Health only.
l KPIs and Rules. Service Health and Service Level Management use different KPIs and rules,
and therefore contain two separate, independent sets of repositories for KPI and rule templates.
Changing KPI or rule templates in Service Health has no effect on Service Level Management
(and vice versa). For details on the Service Level Management repositories, see KPI Repository,
on page 639 and Business Rule Repository, on page 650.
l Health Indicators (HIs). The indicators repository is a shared repository for Service Health and
SLM. Any changes you make to the HI template definition in one of these applications will impact
the other applications as well. For details, see How the Indicator Repository is Used by APM, on
page 251.
Customizing Repository Elements

TIP:
Professional Services offers best practice consulting; it is recommended that you use this
service before making any changes to the repositories. For information about how to obtain this
service, contact your Software Support representative.
The following repository elements can be customized:
KPIs, Rules, or Context Menus

Within the KPIs, Rules, or Context Menus repository pages there are three types of repository
elements:
l Predefined. Out-of-the-box elements that have not been modified.

l Predefined (Customized). Out-of-the-box elements that have been edited.
l Custom. New or cloned repository elements.
You can customize KPI, Rule, or Context Menu templates in the repository page in the following ways:
l New Item. Creates a new repository element that is not based on an existing element. This element
is labeled Custom in the Repository page.
l Clone. Creates a new repository element by cloning an existing element. The original element is still
available, and the new cloned element can be modified.
l Edit. Edit an existing element. If you edit a predefined element it is labeled Predefined (Customized)
in the Repository page. If you delete this element, the predefined element is automatically restored.
For details, see How to Customize a KPI, Rule, or Context Menu Repository Element, below.

Health Indicators
You can create new HI templates, or edit existing templates, using the Indicators repository. For
details, see How to Create or Edit an HI Template in the Indicator Repository, on page 253.
How to Customize a KPI, Rule, or Context Menu

Repository Element
This task provides general instructions for creating and editing a KPI, Rule, or Context Menu repository
element. For scenarios illustrating how to customize specific types of elements, see:
l KPIs and Business Rules. How to Create a KPI and Rule – Example, on the next page.
For details on customizing an event type indicator or health indicator, see How to Create or Edit an HI
Template in the Indicator Repository, on page 253.
NOTE:
Changes made to the repositories may adversely affect functionality. Only administrators with
advanced knowledge of Service Health should perform changes.
1. Open the Admin > Service Health > Repository page and select the KPIs, Business Rules, or
Context Menus repository.
2. Perform one of the following actions:
l To create a new element, click the New button.
l To clone an existing element, select an element and click Clone. A clone of the original element
appears in the repository, labeled Custom. Select the Custom element, and click the Edit
button.
l To edit an existing element, select the element and click the Edit button.
3. In the dialog box that appears, define the repository element as described in the following
sections:
l New KPI/Edit KPI Dialog Box, on page 240
l New Rule/Edit Rule Dialog Box, on page 270
l New Context Menu/Edit Context Menu Dialog Box, on page 392
4. Click OK to save the changes.
How to Create a KPI and Rule – Example

This example illustrates how to create a KPI with corresponding rule.

1. Create a KPI
Create a clone of the OT Impact KPI.
a. Select Admin > Service Health > Repositories > KPIs to open the KPIs page.
b. Select the OT Impact KPI you want to clone.
c. Click the Clone button. The cloned KPI appears, labeled Custom.
d. Click the Edit button to open the Edit KPI dialog box. For details, see New KPI/Edit KPI
e. Change the name of the KPI to RUM OT Impact, andclick Save.

The result is as follows:
2. Create a rule
Create a new rule: RUM Impact Over Time. This is a clone of the Impact Over Time rule, and
uses different criteria to calculate the financial loss of downtime.
a. Select Admin > Service Health > Repositories > Business Rules tab menu option to
open the Business Rules page.
b. Select the Impact Over TimeRule that you want to clone.
c. Click the Clone button. The cloned rule appears in the Custom Business Rules area.
d. Click the Edit button to open the Edit Rule dialog box.
e. Change the name of the rule to RUM Impact Over Time.
f. In the General Rule Settings area, add - for RUM at the end of the description to indicate
that the rule is for Real User Monitor.
g. In the Rule Parameters area, select the DollarImpactFactor parameter and click the
Edit button to open the Edit Rule Parameter dialog box.
h. Change 600 to 1000 in the Default Value field, and save the change.

i. In the Tooltip Settings area, add - for RUM at the end of the tooltip name.
j. Click Save to save the changes to the rule.

The result is as follows:
TIP:
Because the new rule is a clone of a rule that was applicable to the original KPI, the
cloned rule is automatically applicable to the cloned KPI. If you need to make a rule
applicable to a KPI, open the KPI for editing, and add the rule to the Selected Rules
list. For details, see New KPI/Edit KPI Dialog Box, on page 240.

Chapter 21: KPI Repository
KPIs (Key Performance Indicators) provide quantifiable measurements to help you monitor real-time
business performance, and assess the business impact of problems in the system. For more
information about KPIs, see Setting up KPIs and HIs, on page 58.
The Service Health KPI Repository includes templates of all of the KPIs that can be used within
Service Health. Each KPI template is assigned a default business rule, and is defined by an internal ID
number. For a list of out-of-the-box KPIs, see List of Service Health KPIs, on the next page.
Advanced users can modify the predefined KPI templates and create new KPI templates to customize
how information is presented. For example, you may want to create new KPI templates when
integrating data from a new external system into Service Health.
Within the KPI Repository, KPIs are categorized as follows:
l Predefined. Out-of-the-box KPIs.

l Predefined (Customized). Out-of-the-box KPIs that have been edited.
l Custom. New or cloned KPIs.
For instructions on how to edit KPI templates in the repository, see How to Customize a KPI Template
in the Repository, below. For details on the user interface, see KPIs Repository page, on page 239.
How to Customize a KPI Template in the Repository

The following section describes how to customize a KPI template in the KPI Repository.
For an example illustrating how to customize a KPI template, see How to Create a KPI and Rule –
Example, on page 227.
TIP:
service before making any changes to the repositories. For information about how to obtain this
service, contact your Software Support representative.
1. Create a customized KPI

To customize a KPI in the KPI Repository, select Admin > Service Health > Repositories >
KPIs. Open a KPI template for editing using one of the following methods:
l New KPI. Creates a KPI that is not based on an existing KPI. To create a new KPI, click
the New KPI button in the KPI Repository page.
l Clone KPI. Creates a KPI by cloning an existing KPI. The original KPI is still available, and

the new cloned KPI can be modified. To clone a KPI, select a KPI in the KPI Repository
page and click the Clone KPI button. The new KPI will be labeled Custom. Select the new
KPI and click the Edit KPI button to open it for editing.
l Edit KPI. Modifies an existing KPI. To edit a KPI, select a KPI in the KPI Repository page
and click the Edit KPI button. If you edit a predefined KPI, it will be labeled Predefined
(Customized).
For user interface details, see KPIs Repository page, on page 239.
2. Edit KPI details

After you open a KPI template for editing, define the KPI's settings as required. For user
interface details, see New KPI/Edit KPI Dialog Box, on page 240.
3. Specify KPI parameter details

In the Parameter Details dialog box, modify existing information or enter new information about
the predefined KPI parameters. For user interface details, see New/Edit KPI Parameter Dialog
Box, on page 247.
4. Set a KPI and its parameters back to default

If you have edited a KPI, you might want to return it to its default settings. Note that this is only
applicable for KPIs whose type is Predefined (Customized). There are two ways to restore
KPI elements to default:
l Restore all default settings of a KPI. Within the KPI Repository page, select a KPI
whose type is Predefined (Customized), and click the Restore to Default button. The KPI
is returned to its default settings, and its type reverts to Predefined.
l Restore specific settings of a KPI. Within the KPI Repository page, open a predefined
(customized) KPI for editing, and click the Restore Defaults button. The elements that
have been modified are automatically selected. Select the elements which you want to
restore to default, and click Save.
For details on the user interface, see Restore Defaults Dialog Box, on page 248.
List of Service Health KPIs

This section provides information about the KPI templates available in the KPI repository.
KPI (KPI #) Description
Application Measures availability of End User CIs (for example: Applications, BTFs, and
Availability Business Transactions).
(7)

Application Measures performance on End User CIs (for example: Applications, BTFs, and
Performance Business Transactions).
(6)
Business Displays information on the amount of time taken to complete the business process,
Performance business activity or business process duration monitor.
(631)
Duration Displays different information depending on the rule associated with the Duration
(601) KPI. A tooltip indicates which metric is involved.
Efficacy The Efficacy KPI is a custom KPI for measuring the efficiency and capacity of a
(630) business process. You can create a custom API rule for the Process Efficacy
health indicator, and assign this health indicator to this KPI. For more details, see
Service Health Rules API - Overview in the APM Extensibility Guide.
Generic Displays information calculated by the Generic Formula rule or by the Summary of
(1500) Values rule.
Legacy Displays information relating to SiteScope metrics which are not aligned with
System existing health indicators, as well as data for SiteScope monitors, measurements,
(1) and groups in the System Monitor view.
For Siebel CIs, this KPI indicates physical problems with this CI or underlying CIs,
provided by SiteScope physical monitors (for example: CPU monitor, disk space
monitor, and so forth). SiteScope is the source of the data.
For SAP CIs, this KPI indicates physical problems with underlying hosts, provided
by SiteScope physical monitors (for example: CPU monitor, disk space monitor,
and so on). By default, the System KPI does not appear in the view. If you are using
a regular SiteScope monitor (which creates the System KPI) and you want to
display the System KPI in the view, you have to add the System KPI manually to
the CI.
Locations Deprecated.
(303)
The Locations KPI is a bar that includes up to six colored sections. Each colored
section represents the relative amount of Business Process Steps with the end-user
experience status (the worst status between Application Performance and
Application Availability) that corresponds to the color, at that location. The colors
correspond to the Business Process Monitor Application Performance/Application
Availability colors.

For example, if there are ten SAP Business Process Steps under the Locations
container, five with OK end-user experience, two with Minor status, two with
Critical status, and one with No Data status, the bar displays: 50% green, 20%
yellow, 20% red, and 10% light blue.
Tooltip: The KPI's tooltip displays how many locations have each status, and the
total number of locations. The tooltip's color represents the worst location status.
Network Displays information relating to availability of network devices.

Availability
(308)
Network Displays information relating to performance measurements of network devices.

Performance
(1077)
Number of Displays the number of incidents that exist in Service Manager, and that currently
Open have the initial status and final status defined in the rule parameter and are
Incidents associated with the business service. Tickets can have any status between Initial
(2600) Status and Final Status as long as they had the initial status after the integration and
that they are not currently closed.
OT Impact Displays information relating to the financial loss caused to the organization when
(13) an item is unavailable over time. By default, the calculation is based on the
Availability KPI.
At the leaf CI level, you should attach the Impact Over Time rule to the OT Impact
KPI and the Availability KPI to the same CI. The Impact Over Time rule measures
the total time the Availability KPI attached to the same CI has the red status, and
then calculates the financial loss using the rule parameter: DollarImpactFactor.
This parameter represents the amount of dollars lost in an hour if the system is
unavailable.
At the group level, you should attach the Sum of Values rule to the OT impact KPI.
The Sum of Values rule calculates the sum of all of the values of the OverTime
Impact KPI of its children.
The OT Impact rule calculates financial loss as you add the OT Impact KPI. The
calculation has no time limitation.
To restart the calculation you can:
l change the rule's objectives

l delete the OT Impact KPI and add it again

Restarting Application Performance Management might restart the financial loss
calculation, but because of Service Health calculation persistency, the last known
financial value might be recovered instead.
PNR Displays information collected from Service Level Management, regarding how
(215) much more time a CI can be unavailable before the SLA is in breach of contract,
based on any SLM KPI.
When configuring a Service Health PNR KPI, you define the SLA, tracking period,
calendar, and SLM KPI which are used to calculate the Service Health PNR value.
For example, if the SLA defines that availability must be 98.5%, the system may be
unavailable 1.5% of the time. If the total time monitored is 100 hours, the PNR KPI
can be set to enter Warning state when the system has been unavailable for one
hour (or 1% of the total time), and to enter Critical state when the system has been
unavailable for 1 1/2 hours. At this point the SLA is in breach, and the agreement can
no longer be met.
For details on how the PNR KPI is calculated, see PNR (Point of No Return) KPI
Calculation, on page 74.
RT Impact Displays information relating to the financial loss caused to the organization in real
(11) time; the calculation is based on the Availability KPI.
At the leaf CI level, you should attach the Real Time Impact rule to the RT impact
KPI and the Availability KPI to the same CI. The Real Time Impact rule measures
the time the Availability KPI attached to the same CI has the red status, and then
calculates the financial loss using the rule parameter: DollarImpactFactor. This
parameter represents the amount of dollars lost in an hour if the system is
unavailable. If the Availability KPI status is not red, then the Real Time Impact value
is 0.0$.
At the group level, you should attach the Sum of Values rule to the RT Impact KPI.
The Sum of Values rule calculates the sum of all of the values of the Real Time
Impact KPI of its children.
When availability status returns to green, the value for this KPI reverts to 0.
SiteScope A SiteScope Health KPI is attached to each SiteScope Profile CI. It displays the
Health availability of the SiteScope. SiteScope periodically (every minute) sends a
(1003) heartbeat to APM. If the heartbeat is received by APM, the status of the SiteScope
Health KPI is green. If the heartbeat is not received, the status of the KPI is blue (No

data). This indicates that there is no communication between SiteScope and APM.
In this case, the status of all the SiteScope monitor and group CIs is also blue.
Software Displays information relating to availability of software element CIs (for example,
Availability databases, J2EE servers, and web servers).
(15)
Software Displays information relating to performance on software element CIs (for example,
Performance databases, J2EE servers, and web servers).
(1075)
System Displays information relating to availability of system element CIs, such as servers
Availability and disks.
(1001)
System Displays information relating to performance measurements of monitored system

Performance element CIs, such as servers and disks.
(1002)
Transactions The Transactions KPI is a bar that includes up to six colored sections. Each colored
(302) section represents the relative amount of Business Process Steps with the end-user
experience status (the worst status between Application Performance and
Application Availability) that corresponds to the color. The colors correspond to
the Business Process Monitor Application Performance/Application Availability
colors.
For example, if there are ten SAP Business Process Steps under the Transactions
container, five with OK end-user experience, two with Minor status, two with
Critical status, and one with No Data status, the bar displays: 50% green, 20%
yellow, 20% red, and 10% light blue.
The KPI's tooltip displays a list of how many transactions have each status, and the
total number of transactions. The tooltip's color is set according to the worst
transaction status.
How to Attach a PNR KPI to a CI

The PNR (Point of No Return) KPI enables you to view how well Service Level Management
agreement objectives are being met. When the PNR KPI is defined for a CI, a bar is displayed in
Service Health indicating how much longer the CI can be unavailable before the agreement is in breach
of contract. For details, see PNR (Point of No Return) KPI Calculation, on page 74.

Perform the following procedure to view Service Level Management data in an information bar in
Service Health.
1. Prerequisites in Service Level Management

Create an agreement within Service Level Management. The SLA must include a CI with an
attached KPI that can be used to calculate the PNR KPI. The rule assigned to the KPI in
Service Level Management must be enabled to send PNR data to Service Health; the rule
must be time-based, and it must calculate values using a range of 0-100.
For details on these prerequisites, see Enabling PNR (Point of No Return) Display within
Service Health, on page 695.
2. Define a PNR KPI in Service Health

In Service Health Administration, attach a PNR KPI to the same CI. During KPI creation,
select the PNR KPI and the Service Health PNR rule.

a. In the PNR Parameters area:

l Select the agreement whose data is to be used for the Service Health PNR KPI.
l Select the calendar and tracking period as defined when creating the agreement. For
details, see Define SLA Properties Page, on page 481.
l Select the Service Level Management KPI whose data is used to calculate the PNR
KPI.
b. Add the objectives that Service Health uses to calculate when unavailability time
approaches breach of contract levels.
3. Results in Service Health

View the results in the Service Health application components such as 360 View. Choose the
view and select the CI. The tooltip shows the following PNR-related information:
l Status. The status of the PNR KPI.

l Business Rule. The Service Health business rule used for PNR KPI calculation.
l SLA. The SLA which includes this CI.
l Tracking Period. The SLA tracking period defined during PNR KPI configuration.
l Calendars. The SLA calendar defined during PNR KPI configuration.
l Calculation Time. The time of the last SLA calculation.
l PNR Time Left. The amount of time the CI can still be unavailable in the calculation period
before the agreement is breached. This is a result of the following calculation: Maximum
unavailability - Unavailability to current time = PNR Time left.
l Max Unavailability. The total time the CI can be unavailable during the calculation period
before the agreement is breached, based on the specified SLM KPI.
l PNR Availability. The current percentage of availability in Service Level Management.
l Target Availability. The availability breach threshold as defined in the SLA.
KPIs Repository User Interface


l KPIs Repository page, below

l New KPI/Edit KPI Dialog Box, on the next page
l List of Formatting Methods, on page 246
l New/Edit KPI Parameter Dialog Box, on page 247
l Restore Defaults Dialog Box, on page 248
KPIs Repository page

This page displays the list of KPI templates available in Service Health. The KPI repository enables an
advanced user to modify existing KPIs and create new ones.
To access Select Admin > Service Health > Repositories > KPIs
Important To modify a KPI, select the KPI and click the Edit button, or right-click the KPI and
information access the Edit menu command. For details, see New KPI/Edit KPI Dialog Box, on
the next page.
For a list of predefined KPIs, their descriptions, and the rules attached to the KPIs,
see List of Service Health KPIs, on page 232.
Relevant How to Customize a KPI Template in the Repository, on page 231

tasks
UI Description
Element
(A-Z)
New KPI. Click to create a new KPI.
Clone KPI. Select a KPI and click the Clone KPI button to create a new KPI using the
selected KPI as a template.
The original KPI does not change. The new KPI's type is Custom.
Delete KPI. Click to delete one or more selected Custom KPI.
If you delete a Predefined (Customized) KPI, it is restored to default.
Predefined KPIs cannot be deleted.

UI Description
Element
(A-Z)
Restore to Default. Select an edited KPI whose Type is Predefined (Customized), and
click to restore it to its original settings.
Click to refresh the page.
Click to display help on predefined KPIs.
Export to Excel. Click to export the table to an Excel file.
Export to PDF. Click to export the table to a PDF file.
Change visible columns. Opens the Choose Columns to Display dialog box, where you
select the columns you want to display in the table.
By default, the ID column which contains internal KPI ID numbers is not displayed.
Default This specifies the group rule that is defined by default for this KPI.
Group
Rule
Domain The domain which contains this KPI. Domains are groups of KPIs which monitor similar
functions (for example Application or Network); this enables you to filter KPIs according
to these groupings. For details see KPI Domains in the APM User Guide.
ID The ID number used to identify the KPI in the source adapter templates.
Name The name of the KPI.
Type Indicates one of the following KPI types:

l Predefined. Out-of-the-box KPIs that have not been modified.
l Predefined (Customized). Out-of-the-box KPIs that have been edited. You can
restore such a KPI to its original settings using the Restore to Default button.
New KPI/Edit KPI Dialog Box

This dialog box enables you to define KPI details.
To access In the KPI Repository page, click the New KPI button, or select a KPI and click the

Edit KPI button.
Important A list of the KPIs, their descriptions, and the rules attached to the KPIs is available
information in List of Service Health KPIs, on page 232.

tasks
Main Settings Area

This area enables you to define the KPI name, default group rule, and which rules can be applied to
the KPI.
UI Description
Element
(A-Z)
Click this button to move all rules to the Selected Rules list.
Select a rule and click to add it to the Selected Rules list. Select multiple rules by
holding down the CTRL key.
Select a rule and click to remove it from the Selected Rules list.
Click this button to remove all rules from the Selected Rules list.
Applicable Define which rules can be applied for this KPI, using the two lists:
Rules
l Unselected Rules. The list of rules which are not applicable to the KPI.
l Selected Rules. The list of rule which can be applied to the KPI.
Use the arrow buttons to move rules from one list to the other.
For details on the rule applicable for each KPI by default, see List of Service Health
KPIs, on page 232.
Default Select the group rule to be used for the next level up in the hierarchy. This list
Group displays all of the available group rules for the applicable rule you selected in the
Rule Applicable Rules list. When a KPI is defined for a CI, it is usually added to a
parent CI. The parent item uses the group rule to calculate the KPI status. For the
list of rules, see Understanding the Service Health Calculation Rules, on page 310.
Domain Define the domain to which this KPI is assigned; for details see KPI Domains in

UI Description
Element
(A-Z)
the APM User Guide.
Either select an existing domain, or enter a new domain name for this KPI.
Name The name of the KPI as it is displayed in the UI.
Advanced Settings Area

This area enables you to define KPI calculation and display order, trend, and user mode.
(A-Z)
Applicable Select the type of user. You can define two versions of a single Service Health
for User KPIs for two different user types (modes): Operations and Business, where each
Mode KPI version is geared towards the particular viewing requirements of one of the
user types. For details, see Create KPIs for Operations and Business User
Modes, on page 72. Select Both if you want to have one version of the KPI. If you
select Operations and Business, it is recommended to modify the KPI's name to
reflect the type of user role. For example, rename OT Impact: OT Impact -
Operations.
Calculation Select the KPI position. That number represents the position of the KPI in the
Order ordered list used by Service Health when it calculates the topology. Service
Health calculates the higher priority KPIs first, and then the lower priority KPIs.
A KPI is dependent on another KPI when the rule that calculates the value of the
first KPI uses the results of the second KPI's rule. For example, if the RT Impact
KPI and the Availability KPI are attached to a CI, the value of the RT Impact KPI
depends on the values of the Availability KPI. These KPIs must therefore be
calculated in a specific order.
Display Select the order in which the KPIs are displayed in Service Health.
Order
The KPI is Define the trend for the KPI, as described in KPI Trend and History Calculation, on
Critical if... page 69. Select:

(A-Z)
l values are smaller. When the values are small, the KPI is critical.
l no different. When the values are not different, the KPI is critical.
l values are bigger. When the values are large, the KPI is critical.
Presentation Settings Area

This area enables you to define various aspects of how the KPI result is displayed, including
formatting method, unit, value prefix and postfix.
The Status and Value fields should be changed following instructions from Software Support.
UI Description
Element
(A-Z)
Formatting Define the method for formatting the value of the KPI (for example: toLowerCase),
Method using the following options:
l Selection. Select a formatting method from the list of available methods (leave
blank if not required). For details, see List of Formatting Methods, on page 246.
l Other. Specify a method that you have defined, which is not on the list of
available methods. If you need to create a new method, contact Software
Support.
Status For internal use; represents the key used to access the KPI status displayed in the
application. If you create a new rule whose key is not Status, you must enter the
new key in the Status box. To create a new rule with a different key, contact
Software Support.
Default Value:Status
Units Enter the type of unit applicable to the rule results displayed in the KPI. The default
units of measurement for objectives are:
l <No unit>. For rules that handle volume, where KPI measurements represent a
simple numerical count; for example, the RUM Transaction Monitor Volume
Rule.
l Financial ($). For rules that determine financial loss for a CI; for example, the

UI Description
Element
(A-Z)
Impact Over Time Rule.

l Milliseconds or Seconds. For rules that handle performance time data for a
transaction or monitor; for example, the Transaction Performance Rule.
l Percentage (%). For rules that handle availability over time data for a
transaction like the Transaction Availability Rule, and the PNR Rule where the
KPI measurement represents percentage of time remaining for CI unavailability
before the SLA is in breach of contract.
Value For internal use; represents the key used to access KPI results. When this field is
blank, KPI results are taken from the Value field in the calculation rule.
To create a new rule with a different key, contact Software Support.
Value Enter the row value postfix. This can remain blank if it is not required. For example,
Postfix to indicate that the value of the KPI is in Euros, enter EUR.
Value Enter the row value prefix. This can remain blank if it is not required. For example,
Prefix to indicate that the value of the KPI is negative, enter a minus sign (-).
KPI Parameters Area

This area enables you to customize tooltip colors, text colors, and status icons for KPIs.
To modify a parameter, select the parameter and click the Edit button. For details, see New/Edit
KPI Parameter Dialog Box, on page 247.
NOTE:
Fields regarding internal KPI parameters should only be changed following instructions from
Software Support.
(A-Z)
New KPI Parameter. Click to create a new KPI parameter.
Edit KPI Parameter. Click to edit the details of a selected KPI parameter.

(A-Z)
Delete KPI Parameter. Deletes one or more selected KPI parameters.
Select all. Select all the KPI parameters.
Clear Selection. Clear the selection of KPI parameters.
Bar Icon The bar icon that is assigned to the KPI.
Key The internal name of the parameter.
For details on the default parameters, see KPI and HI Thresholds, on page 63.
Presentation Select how you want the KPI to be presented in Service Health.
Type
icon, Text, and Resource text formats display data using icons or text colored
by status.
PNR bar format is used for the PNR KPI; for details see How to Attach a PNR
KPI to a CI, on page 236.
Group bar displays:
l Transactions KPIs. When one or more of the CI's children have the Business
Transaction type, then the Transactions KPI is displayed as a GROUPBAR.
l Locations KPIs. When one or more of the CI's children has the Locations
type, then the Locations KPI is displayed as a GROUPBAR. For example:
l Business Health KPIs.

o Above the business process CI level, the KPI displays an icon that shows
the worst child status of the child CIs level.
Note: The default type for the Business Health KPI is GROUPBAR.
Status Icon The icon assigned to the KPI parameter.
Text Color The color of the text in the tooltip.
Tooltip The color of the tooltip's header and border.

Color

List of Formatting Methods

The formatting methods that are available are used to format the result that is displayed in Service
Health:
Formatting Methods Description
analyzeSiteScopeMessage If, in a message, a long word overlaps the end of the line, the word is
truncated. The rest of the word and the rest of the message are
wrapped.
encode Inserts a back slash (\) before special characters.
formatDecimalNumber Returns as a formatted decimal number. The number of digits after

the decimal point is indicated by numAfterDot.
formatDateTime Returns formatted as date and time: DDMMMYYYY hh:mm:ss
formatPnrValue Formats the pnr time left in the PNR format.
getHHMMSS Convert a string representing number of seconds to the format

HH:MM:SS.
getIntValue Returns an int number as string.
getMilliAsSec Returns a millisecond value as seconds by dividing the value by

1000.
getMustValue Returns ! if there is a value, otherwise returns nothing.
getRemedyETTR Deprecated.
getRemedyResource Deprecated.
getResourceString Returns the corresponding resource string to the given string.
getStatusString Returns the corresponding resource string to the given status string.
getWeightValue Returns the value if there is a value, otherwise returns 1.
ifEndCheck Changes an empty string into a comment line. Inserts "--->" at the
end of the string.
ifStartCheck Changes an empty string into a comment line. Inserts " target_name --> object (optional)

--> subject --> instance
More levels can be added above monitor monitor_group by

using logical_group, and attr1 - 5
target_ip Target IP IP of host or device that generated the event
target_name Target Name Name of device or host that generated the event
time_stamp Time Stamp Time stamp in seconds since Jan 1 1970
value Value Use to transfer numerical values from the event
Event Sample Examples

Infrastructure status change events (popular in EMS):
Timestamp IP Severity Alert name
11/5/2004 10:20 AM 192.168.82.74 Critical Server Unionville_1 is down
Ticketing system events:

Ticket ID Severity Region Product Open Date Close Date
2321 1 Europe APM 11/5/2004 11:38 AM 13/5/2004 11:38 AM
Call center logs:
Call Customer Time Stamp Queue Response Call Call

ID ID number Time Answered Duration
43443 4344322 15/5/04 8:23 4 32 Sec. Yes 284 Sec.

AM
Miscellaneous events (server backup log):
Time stamp IP Backup Start Time Backup Duration Errors
15/5/04 8:23 AM 192.168.82.74 15/5/04 8:23 AM 15/5/04 14:23 AM 0
Sample: SiteScope Measurement (ss_t)

The SiteScope Measurement sample (ss_t) is sent from the SiteScope server to APM for each
metric that is measured. For example, if a CPU monitor measures utilization, for each run of the
monitor, a sample is sent returning the value for this metric. If a monitor is configured to measure
more than one metric, each run of the monitor sends a separate sample for each measured value.

Name Type/Units
cfg_frequency Configuration DOUBLE The configuration frequency of the

Frequency monitor
CMDB_ID Byte (16) CMDB ID of the SiteScope monitor
customer_name STRING Customer name to which the sample

belongs (for Software-as-a-Service,
dTime DOUBLE/ Time stamp of when the measurement

milliseconds was taken
dValue Measurement DOUBLE Value of the measurement taken

Value
ETI_ID Byte (16) The ID of the ETI


Name Type/Units
frequency Frequency DOUBLE The average frequency that the monitor

was run
instance_id INT A unique id per instance that is set by the

dispatcher
measurement_ Measurement STRING The description of the measurement

description Description
monitor_curr_ INT The average frequency that the

quality measurement was run
profile_name Profile Name STRING Profile name
start_time DOUBLE The start time of the bulk report
szCategoryName Category STRING Measurement type name

Name
szConnectionName Connection STRING Name of the instance of the monitor that

Name monitors the measurement
szErr Error STRING Error message if the sample has an error

Message
szMeasurementName Measurement STRING APM measurement name

Name
szMonitorName Monitor STRING Type of monitor that retrieved that

Name measurement
szMonitorTitle Monitor Title STRING Name given to the monitor upon creation
szSessionName STRING APM session name to which the sample

belongs
szTargetName Target Name STRING Name of the host that the monitor
monitors
time_stamp Time Stamp DOUBLE/ Time stamp in seconds since Jan 1 1970
seconds
since Jan 1


Name Type/Units
1970
u_iCategoryId U_INT measurement type ID
u_iConnectionId U_INT APM ID of the monitor that monitors the

measurement
u_iMeasurementId U_INT APM measurement ID
u_iMonitorId U_INT APM ID of the monitor type that retrieved

the measurement
u_iMsmtQuality Measurement U_INT The measurement quality, indicating

Quality whether the value of the measurement
represent a real value or an error value
(helps to differentiate between 0 value
that represents a real sample and 0 value
that represents a error)
u_iQuality Quality U_INT Quality of the measurement from 0 to 3

(3 is bad)
u_iSessionId U_INT Profile ID as stored in the SESSIONS

table in the management database
u_iStatus Status ID U_INT Status of the monitor; Value is valid = 0;

error and the value is not valid = 1
Sample: SiteScope Measurement Aggregation (ss_hr_t)

The SiteScope Measurement Aggregation sample (ss_hr_t) contains the hourly aggregated data of
the data in the SiteScope Measurement sample.

Name Type/Units
customer_name Customer STRING Customer name to which the sample

Name belongs (for Software-as-a-Service,


Name Type/Units
dValue_max DOUBLE The maximum value of the

measurements taken in the hour
dValue_min DOUBLE The minimum value of the measurements

taken in the hour
dValue_sum DOUBLE Sum of the value of the measurements

taken for the hour
dValue_sumsqr DOUBLE The sum of the squares of the value of the

measurements taken for the hour. Can be
used to calculate standard deviations
instance_id INT A unique id per instance that is set by the

dispatcher
profile_name Profile Name STRING Profile name as stored in the SESSIONS

szCategoryName Category STRING The category of the measurement (what

Name the measurement measures)
szConnectionName Connection STRING Name of the instance of the monitor that

Name monitors the measurement
szMeasurementName Measurement STRING APM measurement name

Name
szMonitorName Monitor STRING Monitor type as known by APM

Name
szMonitorTitle Monitor Title STRING Name given to the monitor upon creation
szTargetName Target Name STRING Name of the host that the monitor
monitors
time_stamp Time Stamp DOUBLE/ Time stamp in seconds since Jan 1 1970
seconds
since Jan 1
1970


Name Type/Units
u_iCategoryId U_INT ID of the category
u_iConnectionId U_INT ID of the instance of the monitor that

u_iMeasurementId U_INT APM measurement ID
u_iMonitorId U_INT Index of the monitor type
u_iQuality_good_ U_INT Number of samples in the hour with a

sum good status
u_iQuality_poor_ U_INT Number of samples in the hour with a

sum poor status
u_iQuality_warn_ U_INT Number of samples in the hour with a

sum warning status
u_iSessionId U_INT Profile ID as stored in the SESSIONS

u_iStatus_abnormal U_INT Number of samples with an abnormal

_count value that passed in the hour
u_iStatus_fail_count U_INT Number of samples with a non-valid value

that passed in the hour
u_iStatus_pass_ U_INT Number of samples with a valid value that

count passed successfully in the hour
Data Samples for Business Process Monitor

This section describes the samples and sample fields for Business Process Monitor data:
l Sample: BPM Transaction (trans_t), on the next page

l Sample: BPM Transaction Component Breakdown (trans_cbd_t), on page 1397
l Sample: BPM Error (trans_err_t), on page 1400
l Sample: BPM Webtrace (trc_path_t), on page 1403
l Sample: BPM Hop (trc_hop_t), on page 1405

Sample: BPM Transaction (trans_t)

Field Display Name Data Units Description
Type
application_id Application ID BINARY Business Application

CI ID monitored by
BPM
application_name Application Name STRING Business Application

CI name monitored by
BPM
availability_status Availability Status DOUBLE Transaction

Availability status in
range 0-1
baseline_download_ Baseline Threshold DOUBLE Currently not in use

time_std
baseline_network_ Baseline Threshold DOUBLE Currently not in use

time_mean
baseline_network_ Baseline Threshold DOUBLE Currently not in use

time_std
baseline_resp_time_ Baseline Threshold DOUBLE Currently not in use

loc_mean

loc_std

mean

std
baseline_server_time_ Baseline Threshold DOUBLE Currently not in use

mean
baseline_server_time_ Baseline Threshold DOUBLE Currently not in use

std
customer_id Customer ID INT The Business


Type
Process Monitor
Customer ID
customer_name Customer Name STRING The Business

Process Monitor
Customer Name
device_id Device ID Internal ID number for

mobile device for
script emulation
device_name Device name Name of mobile

device for script
emulation
Downtime_indicator Downtime State INT The downtime state

when the data was
reported—0
dResponseTime Response Time DOUBLE milliseconds The sum of the

response times
(duration) for the hour
ErrorCount Total Errors Count INT The number of errors
eug_id End User Group ID BINARY End User Group CI ID

that has an IP range
configuration that
includes the BPM
machine IP address
eug_name End User Group STRING End User Group CI

Name Name that has an IP
range configuration
that includes the BPM
machine IP address
iComponentErrorCount Component Error INT The number of child

Count components
iPageCount Page Count INT The number of pages


Type
location_latitude Location Latitude DOUBLE The latitude of the

BPM location
location_longitude Location Longitude DOUBLE The longitude of the

BPM location
property_1 Host Property 1 STRING Currently not in use
ServerIP Server IP STRING Server IP monitored

by the BPM Script.
The BPM Agent
recognizes a server
IP only when it runs a
script.
ServerName Server Name STRING Server Name


Type
monitored by the
BPM Script.
subnet_end_ip Subnet End IP U-INT The Business

Process Monitor
Subnet End IP
address
subnet_id Subnet ID BINARY The Business

Process Monitor
Subnet ID number
subnet_name Subnet Name STRING The Business

Process Monitor
Subnet Name
subnet_start_ip Subnet Start IP U-INT The Business

Process Monitor
Subnet start IP
address
szBpmAgent BPM Agent Name STRING The Business

Name Process Monitor
agent name
szBTFName BTF Name STRING The business

transaction flow
Name
szLocationName Location Name STRING The Business

Process Monitor
location name
szScriptName Script Name STRING The Business

Process Monitor
script name
szTransactionDesc Transaction STRING The Business

Description Process Monitor
transaction


Type
description
szTransactionName Transaction Name STRING The Business

Process Monitor
transaction name
szUniqueIdentifer Unique Id STRING non- A unique identifier for

persistent this transaction run
from the specific data
collector
Tot_critical_Hits Performance U-INT The number of

Status Counter samples that passed
the critical
performance
threshold
Tot_minor_Hits Performance U-INT The number of

Status Counter samples that passed
the minor
performance
threshold
Tot_ok_Hits Performance U-INT The number of

Status Counter samples within the
OK performance
thresholds
trans_instance_id Instance ID INT A unique id per

transaction instance
that is set by the
dispatcher
u_iBpmAgentId BPM Agent ID U-INT The Business

Process Monitor
agent ID
u_iBTFId BTF ID BINARY The business

transaction flow ID
number


Type
u_iLocationId Location ID BINARY BPM Location CI ID
u_iScriptId Script ID U-INT The business

transaction flow script
ID number
u_iSize Download data size U_INT kilobytes The sum of the total
download size
u_iStatus Status ID U-INT Transaction status.

Valid values are all
numbers between 0-
10 and denote the
following:
0 Pass
1 Fail
2 Timed out (outlier)
6 Script error
All other numbers

>=10 To be ignored
by users.
u_ Summary U_INT milliseconds The hourly sum of

iSumConnectionTime_ Connection Time component
sum connection times in
the transaction
breakdown.
u_iSumDnsTime Summary DNS U_INT milliseconds Sum of component

Time DNS times in the
transaction
breakdown. This data
is not presented in the
reports.
u_iSumDownloadTime SummaryDownload U-INT milliseconds The sum of the

Time squares of the hourly


Type
sum of component
download times in the
transaction
breakdown. Can be
used to calculate
standard deviations.
u_iSumFirst Summary First U-INT milliseconds The sum of the

BufTime Buffer Time squares of the hourly
sum of component
'time to first buffer'
times in the
transaction
breakdown. Can be
used to calculate
u_iSumNetTime Summary Network U-INT milliseconds The sum of the

sum of component
network times in the
transaction
breakdown. Can be
used to calculate
u_iSumRetryTime Summary Retry U-INT milliseconds The sum of the

sum of component
retry times in the
transaction
breakdown. Can be
used to calculate
u_iSumServer Summary Server U-INT milliseconds The sum of the

Time Time squares of the hourly
sum of component


Type
server times in the

transaction
breakdown. Can be
used to calculate
u_iSumSSLTime Summary SSL U-INT milliseconds The sum of the

sum of component
SSL times in the
transaction
breakdown. Can be
used to calculate
transaction_id Transaction ID BINARY Business Transaction

CI ID monitored by
BPM
u_iWConnectionTime Weighted U-INT milliseconds The sum of the

Connection Time connection times in
the transaction
breakdown for the
hour, using a weighed
aggregation
algorithm.
u_iWDnsTime Weighted DNS U-INT milliseconds The DNS time in the

Time transaction
breakdown for the
aggregation
algorithm. Can be
used to calculate
u_iWDownload Weighted U-INT milliseconds The download time in

Time Download Time the transaction


Type
breakdown for the

aggregation
algorithm.
u_iWFirstBufTime Weighted Network U-INT milliseconds The time to first buffer

First Buffer Time in the transaction
breakdown for the
aggregation
algorithm.
u_iWNetTime Weighted Network U-INT milliseconds The network time in

Time the transaction
breakdown for the
aggregation
algorithm.
u_iWRetryTime Weighted Retry U-INT milliseconds The retry time in the

Time transaction
breakdown for the
aggregation
algorithm.
u_iWSeverTime Weighted Server U-INT milliseconds The server time in the

Time transaction
breakdown for the
aggregation
algorithm.
u_iWSSLTime Weighted SSL U-INT milliseconds The SSL time in the

Time transaction
breakdown for the
aggregation
algorithm.

Sample: BPM Transaction Component Breakdown (trans_cbd_t)

Type
application_id Application ID BINARY The Business Process Monitor

application ID number
application_ Application STRING The Business Process Monitor

name Name application name
customer_id Customer ID INT The Business Process Monitor

customer ID number
customer_name Customer STRING The Business Process Monitor

Name customer name
Downtime Downtime State INT The downtime state when the data
_indicator was reported—0
dStartTime Component DOUBLE The component (download) start

Offset Time time
error_num Errors Count INT The number of errors
eug_id End User Group BINARY The Business Process Manager

ID non- end-user group ID
persistent
eug_name End User Group STRING non- End-user Name as configured in

Name persistent Business Process Management
iComponentId Component ID INT The Business Process Manager

component ID
iPageId Page ID INT The Business Process Manager

page ID
iRetryCount Retry Time INT The component retry count (that

is, the number of attempts to
download the componenet)
iServerIP Component U-INT The component server IP Address

Server IP


Type
iStatus Status U-INT Status of the value: Value is valid

= 0; error and the value is not valid
=1
property_1 - non-persistent Currently not in use
ServerIP Component U-INT The component server IP Address

Server IP - non-
persistent
ServerName - non-persistent STRING The Name of the Server
subnet_end_ip Subnet End IP- U-INT The Business Process Monitor

non-persistent Subnet End IP address
subnet_id - non-persistent INT The subnet ID


Type
subnet_name - non-persistent STRING The name of the subnet
subnet_start_ip - non-persistent U-INT The Business Process Monitor

Subnet start IP address
szBpmAgent - non-persistent STRING The Business Process Monitor

Name agent name
szBTFName BTF Name STRING Business Transaction Flow CI

name monitored by BPM
szComponent Component STRING Name of component as configured

Name Name in Business Process Monitor
administration
szLocationName Location Name STRING The Business Process Monitor

location name
szPageName Page Name STRING Name of page as configured in

Business Process Monitor
administration
szScriptName Script Name STRING The Business Process Monitor

script name
szTransaction Transaction STRING Transaction description

Desc Description
szTransaction Transaction STRING Name of the transaction

Name Name
trans_instance_ Transaction INT A unique id per transaction

id Instance ID instance that is set by the
dispatcher
u_iBpmAgentId BPM Agent ID - U-INT The Business Process Monitor

non-persistent agent ID
u_iBTFId BTF ID BINARY Business Transaction Flow CI ID

monitored by BPM
u_iComponent Component U-INT The size of the component


Type
Size Size
Sample: BPM Error (trans_err_t)

Type
application_id Application ID BINARY APM application ID number
application_ Application STRING APM application Name

name Name
customer_id Customer ID INT The Business Process Monitor

Customer ID

Name customer name
device_id Device ID Internal ID number for mobile device for

script emulation
device_name Device name Name of mobile device for script

emulation
error_category_ Error Type ID U-INT The error type category ID

id Category
eug_id End User BINARY The Business Process Manager end-

Group ID user group ID
eug_name End User STRING The end user group name

Group Name
iErrID Error Type ID INT The error type ID
iFileLine File Line INT File line that caused the error
location_latitude Location DOUBLE The latitude of the BPM location

Latitude
location Location DOUBLE The longitude of the BPM location

_longitude Longitude


Type
property_1 Host Property STRING Currently not in use

1

10

11
property_12 Host STRING Currently not in use

Property12

13

14

15

2

3

4

5

6
property_7 Host Property7 STRING Currently not in use

8


Type
ServerIP Component U-INT The component server IP Address

Server IP
ServerName Server Name STRING The server name
subnet_end_ip Subnet End IP U-INT The Business Process Monitor Subnet

End IP address
subnet_id Subnet ID BINARY The subnet ID
subnet_name Subnet Name STRING The subnet name
subnet_start_ip Subnet Start IP U-INT The Business Process Monitor Subnet

start IP address
szBpmAgent BPM Agent STRING The Business Process Monitor agent

Name Name name
szBTFName BTF Name STRING The business transaction flow Name
szFileName File Name STRING The name of the file in which the error
occured
szLocationName Location Name STRING The Business Process Monitor location

name
szScriptName Script Name STRING The Business Process Monitor script

name
szStrMsg Error Message STRING The error string message
szTransaction Transaction STRING Transaction description

Desc Description
szTransaction Transaction STRING The transaction name

Name Name
time_stamp SampleTime DOUBLE The sample time
trans_instance_ Instance ID INT A unique id per transaction instance

id that is set by the dispatcher


Type
u_iBpmAgentId BPM Agent ID U-INT The Business Process Monitor agent

ID
u_iBTFId BTF ID BINARY Business Transaction Flow CI ID

monitored by BPM
u_iLocationId Location ID BINARY The BPM machine Location CI ID
u_iScriptId Script ID U-INT The business transaction flow script ID

number
u_iTransactionId Transaction ID BINARY Business Transaction CI ID monitored

by BPM
Sample: BPM Webtrace (trc_path_t)

Name Type
TUID Unique ID STRING Internal database ID
time_stamp Sample DOUBLE The sample time

Time
customer_id Customer INT The Business Process Monitor

ID Customer ID

Name Customer name
u_iLocationId Location BINARY The Business Process Monitor

ID machine location ID
szLocationName Location STRING The Business Process Monitor

Name location name
u_iBpmAgentId BPM DOUBLE The Business Process Monitor agent

Agent Id ID
szBpmAgent BPM STRING The Business Process Monitor agent

Name Agent name


Name Type
Name
webtrace_id Webtrace DOUBLE The business transaction flow

ID WebTrace ID number
u_iBTFId BTF ID BINARY The Business Transaction Flow CI

ID monitored by BPM
szBTFName BTF Name STRING The business transaction flow Name
application_id Application BINARY The APM RTSM application ID

ID number
application_ Application STRING The APM RTSM application ID

name Name name
szSrcIp Source IP STRING Source BPM machine IP address
szDstName Dest STRING Destination name

Name
szDstIp Dest IP STRING Destination IP address
iRoundTrip INT milliseconds The time taken to reach the

destination and back
iIsReachable INT Availability of the destination (that is,

the destination was reachable)
iDnsTime INT milliseconds DNS Time in milliseconds
iRetries Global INT The average number of retries when

errors trying to reach hops in the WebTrace
property_1 Property 1 STRING Currently not in use


Name Type
property_10 Property STRING Currently not in use

10

11

12

13
Sample: BPM Hop (trc_hop_t)

Name Type
TUID Unique ID STRING Internal database ID
time_stamp SampleTime DOUBLE The sample time
customer_id Customer ID INT The customer ID

Name customer name
u_iLocationId Location ID BINARY The BPM machine Location CI ID
szLocationName Location STRING The Business Process Monitor

Name location name
u_iBpmAgentId BPM Agent DOUBLE The ID of the Business Process

Id Monitor agent
szBpmAgent BPM Agent STRING The Business Process Monitor


Name Type
Name Name agent name
webtrace_id Webtrace ID DOUBLE The business transaction flow

WebTrace ID number
u_iBTFId The Business Transaction Flow CI

ID monitored by BPM
szBTFName BTF Name STRING The business transaction flow

Name
application_id Application BINARY The application ID

ID
application_ Application STRING The application name

name Name
szSrcIp Source IP STRING Source BPM machine IP address
szDstName Dest Name STRING Destination name
szDstIp Dest IP STRING Destination IP address


Name Type
downtime_state Downtime INT The downtime state when the data

State was reported—0
iHopIndex Number in INT The hop number in the path to the

Routing destination hop
iHopRetries Retries INT number of The number of retries when trying

Number retries to reach the hop
iHopRoundTrip Time in INT milliseconds The roundtrip time to the hop

Milliseconds
iIsReachable INT The availability of the hop (that is,

the hop was reachable)
szHopName STRING The hop name
szHoplp STRING The hop IP address
Data Samples for Real User Monitor

This section describes the samples and sample fields for Real User Monitor data. These samples use
the Universal Data Exchange (UDX) framework.
This section describes the following samples and sample fields for Real User Monitor:
l Sample: RUM Actions (rum_action_t), on the next page

l Sample: RUM Active End Users (rum_active_eu_t), on page 1414
l Sample: RUM Application Statistics (rum_application_stats_t), on page 1416
l Sample: RUM Broken Links (rum_bro_links_t), on page 1420
l Sample: RUM Events (rum_event_t), on page 1421
l Sample: RUM Most Error Actions (rum_most_error_action_t), on page 1423

l Sample: RUM Session Statistics (rum_session_stats_t), on page 1424

l Sample: RUM Sessions (rum_session_t), on page 1426
l Sample: RUM Slow Actions (rum_slow_action_t), on page 1429
l Sample: RUM Slowest End Users (rum_slow_eu_t), on page 1431
l Sample: RUM Slowest Locations (rum_slow_location_t), on page 1432
l Sample: RUM TCP Applications Statistics (rum_tcp_application_stats_t), on page 1434
l Sample: RUM Top Actions (rum_top_action_t), on page 1445
l Sample: RUM Top Locations (rum_top_location_t), on page 1446
l Sample: RUM Transactions (rum_trans_t), on page 1448
Sample: RUM Actions (rum_action_t)

The RUM Action sample (rum_action_t) contains data about the actions performed on web pages
and SQL queries for databases.

Type
action_ Action STRING The action descriptor or page

descriptor Descriptor URL
action_id Action ID DOUBLE The internal ID of the action
action_name Action Name STRING The configured name of the

action
action_type Action Type INT The type of the action, which is

determined by the application
protocol
application_id Application ID BINARY APM application ID number
application_ Application STRING APM application Name

name Name
application_ Application Tier INT APM internal application ID

tier_id ID number
application_tier Application Tier STRING The configured name of the

_name Name application tier
availability Available INT Number of Total available action hits


Type
Actions hits
bytes_in Bytes from client DOUBLE Bytes The number of bytes received
to server by the software element
bytes_out Bytes from DOUBLE Bytes The number of bytes sent by the
server to client software element
client_host_ Client Host STRING The name of the client machine

name Name that requested the action
client_id Client ID BINARY The RTSM ID of the client

machine that requested the
action
customer_id Customer ID INT APM internal application

Customer ID number
customer_ Customer Name STRING Customer name to whom the

name sample belongs (for Software-
as-a-Service, otherwise Default
client)
downtime_state Downtime State INT The downtime state when the

data was reported
eug_id End User Group BINARY The RTSM end-user group ID

ID
eug_name End User Group STRING End-user group name as

Name configured in End User
eug_subnet_ End User Group INT End-user subnet IP as

end_ip Subnet End IP configured in End User
eug_subnet_ End User Group BINARY End-user IPv6 subnet as

end_ip_ipv6 Subnet End IP configured in End User
IPV6 Management Administration


Type
eug_subnet_id End User Group BINARY The RTSM end-user subnet ID

Subnet ID
eug_subnet_ End User Group STRING End-user subnet name as

name Subnet Name configured in End User
eug_subnet_ End User Group INT End-user subnet starting IP

start Subnet Start IP address as configured in End
_ip User Management
Administration
eug_subnet_ End User Group BINARY End-user subnet starting IPv6

start Subnet Start IP address as configured in End
_ip_ipv6 IPV6 User Management
Administration
has_diag_integ INT Integration with Diagnostics

enabled.
loc_id Location ID BINARY The RTSM end-user location ID
location_name Location Name STRING The end-user location name as

configured in APM
max_client_ Maximum DOUBLE milliseconds Maximum request-response

time Request Client client time for all requests on
Time this application
max_dl_time Maximum DOUBLE milliseconds Maximum download time for all

Request requests on this application
Download Time
max_network_ Maximum DOUBLE milliseconds Maximum request-response

time Request network time for all requests on
Network Time this application
max_server_ Maximum DOUBLE milliseconds Maximum request-response

time Request Server server time for all requests on


Type
min_client_time Minimum DOUBLE milliseconds Minimum request-response

Request Client client time for all requests on
min_dl_time Minimum DOUBLE milliseconds Minimum request-response time

Request for all requests on this
Download Time application
min_network_ Minimum DOUBLE milliseconds Minimum request-response

time Request network time for all requests on
Network Time this application
min_server_ Minimum DOUBLE milliseconds Minimum request-response

time Request Server server time for all requests on
server_id Software BINARY The ID of the server on which

Element Server the software element is installed
ID
server_ips Software STRING The IPs of the server on which

IPS
server_name Software STRING The name of the server on

Element Server which the software element is
Name installed
stopped_hits Stopped actions INT The number of hits cancelled by

the user
sum_squares_ Sum Squares of DOUBLE Square Sum of the squares of the

client_time Request Client Milliseconds request-response client time for
Time all requests on this application

dl Request Milliseconds request-response time for all
_time Download Time requests on this application
sum_squares Sum Squares of DOUBLE Square Sum of the squares of the

_network_time Milliseconds


Type
Request request-response network time

Network Time for all requests on this
application

server_time Request Server Milliseconds request-response server time
Time for all requests on this
application
swe_id Software BINARY The ID of the software element

Element ID
swe_name Software STRING The name of the software

Element Name element
time_stamp End Time DOUBLE seconds Time stamp in seconds since

since Jan 1 Jan 1 1970
1970
tot_client_time Total Request DOUBLE milliseconds Total request-response client

Client Time time for all requests on this
application
tot_connect_ Total DOUBLE milliseconds Total TCP handshake time for

time Connection all connections to the
Negotiation application
Time
tot_dl_color DOUBLE Total download time—a

negative number indicates good
(green) status and a positive
number indicates bad (red)
status
tot_dl_o_dth Total download DOUBLE number of The total number of hits with a
time for hits over hits time to first buffer more than the
download threshold configured in End
threshold User Management
Administration


Type
tot_dl_time Total Request DOUBLE milliseconds Total request-response time for

Download Time all requests on this application
tot_error_ Application error INT number of Total number of application error

events events error events events on page
tot_frstbffr_time Total Request DOUBLE milliseconds Total request-response time to

Time to first first buffer for all requests on
Buffer this application
tot_hits_o_dth Hits over INT number of Total number of hits with a

download hits download time more than the
threshold threshold configured in End
User Management
Administration
tot_hits_o_sth Hits over server INT The total number of hits with a
thresholds time to first buffer more than the
threshold configured in End
User Management
Administration
tot_info_events Application info INT The total number of information

events (non error) events for this action
tot_network_ Total Request DOUBLE milliseconds Total request-response network

time Network Time time for all requests on this
application
tot_ Performance INT number of Total number of performance

performance events events events that occurred in the
_events session
tot_requests Total Requests INT requests Total number of component

from this EU requests for this action
tot_ Total DOUBLE milliseconds Total time spent on

retransmission_ Retransmission retransmissions during the page
time Time download


Type
tot_server_ Total Server DOUBLE number Color representing status of

color Color representing server in Service Health
color
tot_server_o_ Total Server DOUBLE The total number of hits with a

sth time for hits over time to first buffer more than the
server threshold server threshold configured in
End User Management
Administration
tot_server_time Total Request DOUBLE milliseconds Total request-response server

Server Time time for all requests on this
application
tot_ssl_time Total SSL DOUBLE milliseconds Total SSL handshake time for
negotiation Time all connections that were
opened for transferring the page
data
total_hits Total Hits INT The total number of action hits
TUID Unique ID STRING Internal ID from the profile

database
Sample: RUM Active End Users (rum_active_eu_t)

The RUM Active End Users sample (rum_active_eu_t) contains data about the end users that were
detected as having performed the most hits in the last interval. This interval is defined in End User
Management Administration.

Name Type
application_ Application ID BINARY RTSM application ID number

id
costomer_ Customer ID INT APM internal application Customer ID

id number
customer_ Customer STRING Customer name to which the sample


Name Type

downtime_ Downtime INT The downtime state when the data

state State was reported
eug_ End User BINARY The RTSM end-user subnet ID

subnet_id Group Subnet
ID
eug_ End User STRING End-user subnet name as configured

subnet_ Group Subnet in End User Management
name Name Administration
time_stamp Sampletime DOUBLE seconds Time stamp in seconds since Jan 1

since Jan 1 1970
1970
tot_app_ Total plain DOUBLE bytes Total amount of plain application

plain_ application traffic, not including TCP overhead, to
bytes_in bytes in the server
Tot_app_ Total plain DOUBLE bytes Total amount of plain application

plain_ application traffic, not including TCP overhead,
bytes_out bytes out from the server
tot_app_ Total SSL DOUBLE bytes Total amount of encrypted application

ssl_bytes_ application traffic, not including TCP overhead, to
in bytes in the server
Tot_app_ Total SSL DOUBLE bytes Total amount of encrypted application

ssl_bytes_ application traffic, not including TCP overhead,
out bytes out from this server
tot_conn Total INT connections Total attempts to open connections

Connections from the end user
open by this
Total attempts to open connections to
EU
this server
tot_latency Total Latency DOUBLE milliseconds total latency of all packets sent by end


Name Type
user
tot_packets Total number DOUBLE packets Total amount of packets to and from
of packets this server
tot_ Total INT requests

requests Requests
from this EU
TUID Unique ID STRING Internal ID from the profile database
Sample: RUM Application Statistics (rum_application_stats_t)

The RUM Application Statistics sample (rum_application_stats_t) contains data describing a
specific application and contains statistics about the performance, availability and volume of an
application monitored by Real User Monitor.

Name Type
application_ Application INT RTSM application ID number

id ID
application Application STRING RTSM application name

_name Name
application_ Application INT The RTSM ID of the application tier

tier Tier ID
_id
application_ Application STRING The Name of the application tier

tier Tier Name
_name
availability_ availability_ DOUBLE number Color representing status of application in

color color representing Service Health—a positive number
color indicates good (green) status and a
negative number indicates bad (red)
status
baseline_ DOUBLE Not currently used


Name Type
app
_avail_
mean

app
_avail_std

server
_avail_
mean

server
_avail_std
client_ Client Host STRING The name of the machine on which the
host_name Name client is installed
client_id Client ID BINARY The RTSM ID of the client machine that

requested the action
client_ips Client IPS STRING The IP of the machine on which the client
is installed
customer_ Customer INT APM internal application Customer ID

id ID number
customer_ Customer STRING Customer name to whom the sample

downtime_ Downtime INT The downtime state when the data was
state State reported
eug_id End User INT The RTSM end-user group ID

Group ID
eug_name End User STRING End-user ID as configured in End User

Group Management Administration


Name Type
Name
eug_ End User End-user subnet IP as configured in End

subnet_end Group User Management Administration
_ip Subnet End
IP
eug_ End User End-user subnet IP v6 as configured in

subnet_end Group End User Management Administration
_ip_ipv6 Subnet End
IP IPV6
eug_ End User STRING End-user subnet name as configured in

subnet_ Group End User Management Administration
name Subnet
Name
eug_ End User End-user subnet IP start as configured in

start Subnet
_ip Start IP
eug_ End User End-user subnet IP v6 start as configured

subnet_ Group in End User Management Administration
start Subnet
_ip_ipv6 Start IP
IPV6
loc_id Location ID INT The RTSM end-user location ID
location_ Location STRING Data collector location name

name Name
server_ Software INT The ID of the server on which the

host_id Element software element is installed
Server ID
server_ Software STRING The IPs of the server on which the

host_ips Element software element is installed
Server IPS


Name Type
server_ Software STRING The name of the server on which the

host_name Element software element is installed
Server
Name
server_ Software INT The ID of the software element

swe_id Element ID
server_ Software STRING The name of the software element

swe_name Element
Name
subnet_id Subnet ID INT The ID of the subnet
time_stamp Time DOUBLE seconds Time stamp in seconds since Jan 1 1970
Stamp since Jan 1
1970
totalhits Total Hits INT Total number of action hits
tot_ Total The total number of action hits with

actions_ actions server time more than the threshold
over over server configured in End User Management
_server_th threshold Administration
tot_ Total The total number of action hits with

actions_ actions server time more than the total time
over over total threshold configured in End User
_total_th time Management Administration
threshold
tot_ Total Total number of available actions

available Available
_action_ Action
hits
tot_event_ Total Error Total number of error events

error Events
tot_event_ Total Info Total number of information events

info Events


Name Type
tot_event_ DOUBLE
perf
tot_ Total Total number of requests

requests_ Requests
hits
TUID UNIQUE STRING Internal ID from the profile database

ID
Sample: RUM Broken Links (rum_bro_links_t)

The RUM Broken Links sample (rum_bro_links_t) contains data about a component that was
missing. Only components that were accessed from within a site defined in End User Management
Administration are reported.

Name Type
application_ Application BINARY RTSM application ID number

id ID
application_ Application STRING RTSM application Name

name name
application_ Application INT APM internal application ID number

tier Tier ID
_id
application_ Application STRING The configured name of the application tier

tier Tier Name
_name
comp_url Component STRING URL of component on page

URL
customer_ Customer INT APM internal application Customer ID number

id ID



Name Type
client)
ref_url Referer STRING URL of page that requested component

URL
tot_comp_ Total INT number Total number of components hit

hits Component of hits
Hits
Sample: RUM Events (rum_event_t)

The RUM Events sample (rum_event_t) contains data about a defined event that was detected.
The different event types are configured in End User Management Administration.

Type
application_ Application ID INT RTSM application ID number

id

name Name
application_ Application Tier INT APM internal application ID number

tier ID
_id
application_ Application Tier STRING The configured name of the application

tier Name tier
_name
bb_guid BB GUID STRING An internal, unique session ID from the

Real User Monitor probe
client_id Client ID BINARY The RTSM ID of the client machine that

requested the action


Type
customer_ Customer ID INT APM internal application Customer ID

id number
customer_ Customer Name STRING Customer name to which the sample

name belongs (for Software-as-a-Service,
eu_host_ End User Host STRING Host machine name of the end user
name Name
eu_ip End User IP INT IP address of end user
eu_user_ End User Login STRING Login name of end user

name Name

ID
eug_name End User Group STRING End-user name as configured in End

Name User Management Administration
event_data Event Extra Data STRING alpha- Actual values returned from event
numeric
event_id Event ID INT APM internal event ID number
event_ Event Name STRING Name of event as configured in End

name User Management Administration
event_type Event Type INT number Event type as configured in End User
(of Management Administration
event
type)
location_id Location ID BINARY The RTSM end-user location ID
location_ Location Name STRING Data collector location name

name
session_ Component INT number Last component sequence number on

comp Sequence the page on which the event occurred
_seq Number in


Type
Session
softw_ Software BINARY The RTSM end-user software element

elem_id Element ID ID
softw_ Software STRING The Software Element Name

elem_name Element Name
softw_elem Software The Software Element Server IPs

_server_ips Element Server
IPS
softw_elem Software STRING The Software Element Server Name

_server_ Element Server
name Name
subnet_ Subnet End IP INT The Subnet End IP

end_ip
subnet_ Subnet Name STRING The Subnet Name

name
subnet_ Subnet Start IP INT The Subnet Start IP

start_ip
Sample: RUM Most Error Actions (rum_most_error_action_t)

The RUM Most Error Action sample (rum_most_error_action_t) contains data about actions with
the most errors.

Name Type
action_ Action STRING The action descriptor or page URL

descriptor Descriptor
action_hits Total Hits INT The total number of hits for the action

id ID


Name Type

name Name

tier Tier ID
_id
application_ Application STRING The configured name of the application tier

tier Tier Name
_name
customer_ Customer INT APM internal application Customer ID number

id ID

client)
downtime_ Downtime INT The downtime state when the data was reported
state State
time_stamp End Time DOUBLE Time stamp in seconds since Jan 1 1970
tot_errors Total INT The total number of errors for the action
Errors
TUID UNIQUE STRING Internal ID from the profile database

ID
Sample: RUM Session Statistics (rum_session_stats_t)

The RUM Session Statistics sample (rum_session_stats_t) contains aggregated data about open
sessions over a five minute period for a specific application on a specific Real User Monitor engine.

Type
active_ Active Sessions DOUBLE Number of sessions that were

session Counter active during the time frame to
_count which the sample refers


Type

id
application_ Application Name STRING RTSM application Name

name
closed_ Closed Sessions DOUBLE Number of sessions closed during

session Counter the time frame to which the sample
_count refers
customer_ Customer ID INT APM internal application Customer

id ID number
customer_ Customer Name STRING Customer name to which the

name sample belongs (for Software-as-
a-Service, otherwise Default
client)
downtime_ Downtime State INT The downtime state when the data
state was reported
eug_id End User Group ID BINARY The RTSM end-user group ID
eug_name End User Group STRING End-user name as configured in

Name End User Management
Administration

name
op_se_total Active sessions with DOUBLE Total Number of active sessions in

_events_ performance or error which an event occurred during the
count events on unique time frame to which the sample
sessions refers
op_se_ Active Sessions With DOUBLE Number of active sessions in

with_err Errors Counter which an error event occurred
_count during the time frame to which the
sample refers


Type
op_se_ Active Sessions With DOUBLE Number of active sessions in

with_perf Performance Event which a performance event
_count Counter occurred during the time frame to
which the sample refers
open_ Opened Sessions DOUBLE Number of sessions opened during

session Counter the time frame to which the sample
_count refers
subnet_ Subnet End IP INT The subnet end IP

end_ip
subnet_ Subnet Name STRING The name of the subnet

name
subnet_ Subnet Start IP INT The subnet start IP

start_ip
time_stamp Sample Timestamp DOUBLE seconds Time stamp in seconds since Jan
since 1 1970
Jan 1
1970

database
Sample: RUM Sessions (rum_session_t)

The RUM Sessions sample (rum_session_t) contains information about a user session. This
sample is sent only after the session has ended. The rum_session_t is always sent with the rum_
session_id_t sample.

Type

id
application_ Application name STRING RTSM application Name

name


Type
application_ Application Tier ID INT APM internal application ID

tier number
_id
application_ Application Tier Name STRING The configured name of the

tier application tier
_name
availability Availability INT
bb_guid BB GUID STRING An internal, unique session ID

from the Real User Monitor
probe
best_bb_ BB GUID of the best STRING An internal, unique session ID

guid fully-captured session from the Real User Monitor
which includes the probe
given transaction
browser End User Browser STRING Type of browser used for the
session
customer_id Customer ID INT APM internal application

Customer ID number
customer_ Customer Name STRING Customer name to which the

name sample belongs (for Software-
as-a-Service, otherwise
Default client)
download_ Download Time DOUBLE milliseconds Total download time of all in

time the session
downtime_ Downtime State INT The downtime state when the

state data was reported
dwell_time Dwell Time DOUBLE The session's total dwell

time, or the total number of
milliseconds the visitor spent
looking at a page during the
current session.


Type
engine_id Engine ID DOUBLE APM internal Real User

Monitor engine ID number
eu_host_ End User Host Name STRING Host machine name of the
name end user
eu_ip End User IP INT IP address of end user
eu_user_ End User Login Name STRING Login name of end user
name
eug_id End User Group ID BINARY The RTSM end-user group ID
eug_name End User Group Name STRING End-user name as configured

in End User Management
Administration
http_version End User HTTP STRING HTTP version used for

Version session
location_id Location ID BINARY The RTSM end-user location

ID

name
server_id Server ID BINARY RTSM server ID number
server_ips Server IPs STRING The IP address of the server

included in the session
server_ Server Name STRING Server name as configured in

name End User Management
Administration
session_ Session Size DOUBLE bytes

size
sessions_ Total number of INT

wih_txs sessions which
include at least one of
the given transactions


Type
soft_elem_ Software Element STRING Software element name as

name Name configured in End User
softw_ Software Element ID BINARY RTSM Software Element ID

elem_id number
start_time Session Start Time DOUBLE seconds Time that the session started
since Jan 1
1970
subnet_ Subnet End IP INT The Subnet End IP

end_ip
subnet_ Subnet Name STRING Subnet name as configured in

name End User Management
Administration
subnet_ Subnet Start IP INT The Subnet Start IP

start_ip
time_stamp End Time DOUBLE Time stamp in seconds since

Jan 1 1970
tot_event_ Application Errors INT number of Total number of application

app events events that occurred in the
_error session
tot_event_ Informational Events INT number of Total number of information

info events events that occurred in the
session
tot_event Performance Events INT number of Total number of performance

_ events events that occurred in the
performance session

database
Sample: RUM Slow Actions (rum_slow_action_t)

The RUM Slow Actions sample (rum_slow_action_t) contains information about a slow action.


Name Type
action_ Action STRING The action descriptor or page URL.

action_id Action ID DOUBLE The internal ID of the action.
action_ Action Name STRING APM Action Name

name

id ID

name Name

tier Tier ID
_id
application_ Application STRING The configured name of the application

tier Tier Name tier.
_name
customer_ Customer ID INT APM internal application Customer ID

id number

tot_action_ Total Hits INT The number of total hits for the action in
hits the last five minutes
tot_dl_time Total DOUBLE milliseconds Total request-response time for all

Request requests on this application
Download
Time
tot_server_ Server Time DOUBLE milliseconds Total server time


Name Type
time
TUID UNIQUE ID STRING Internal ID from the profile database
Sample: RUM Slowest End Users (rum_slow_eu_t)

The RUM Slowest End Users sample (rum_slow_eu_t) contains data about the slowest end users
that were detected in the last interval. The interval is defined in End User Management
Administration. The slowest end users are those that experienced the highest average network
latency for the defined interval.

Name Type

id ID

id ID number

eug_ End User BINARY APM internal application End User Group
subnet_id Group ID number
Subnet ID
eug_ End User STRING End-user subnet name as configured in

name Subnet
Name
time_stamp time_stamp DOUBLE The time that the sample was sent
tot_app_ Total plain DOUBLE bytes Total amount of plain application traffic,
plain application not including TCP overhead, from the end
_bytes_in bytes in user


Name Type
plain application not including TCP overhead, to the end
_bytes_out bytes out user

ssl_bytes_ application traffic, not including TCP overhead, from
in bytes in the end user

out bytes out the end user
tot_conn Total INT Currently not used

Connection
Open by
this EU
tot_latency Total DOUBLE milliseconds Total latency of all packets sent by end
Latency user
tot_ tot_ DOUBLE number Color representing status of the end

latency_ latency_ representing user—a negative number indicates good
color color color (green) status and a positive number
indicates bad (red) status
tot_packets Total DOUBLE packets Total amount of packets to and from this
number of server
packets
tot_ Total INT requests The total number of hits from this end-
requests Requests user group
from this
EU
Sample: RUM Slowest Locations (rum_slow_location_t)

The RUM Slowest Locations sample (rum_slow_location_t) contains data about the locations with
the slowest actions. Slow actions are measured against the configured action thresholds.


Name Type

id ID

tier Tier ID
_id
customer_ Customer INT APM Customer ID number

id ID


name Name
plain application not including TCP overhead, to this
_bytes_in bytes in location
Tot_app_ Total plain DOUBLE bytes Total amount of plain application traffic,
plain application not including TCP overhead, from this
_bytes_out bytes out location.

in bytes in this server

ssl_bytes_ application traffic, not including TCP overhead, from
out bytes out this server


Name Type
Connection
Open by
this EU
tot_latency Latency DOUBLE milliseconds Total latency of all packets sent by end-
user
tot_ Total DOUBLE number Color representing status of the

latency_ Latency representing location—a negative number indicates
color Color color good (green) status and a positive
number indicates bad (red) status
number of server
packets
tot_ Total INT requests The total number of slow requests from
requests Requests this location
from this
EU
Sample: RUM TCP Applications Statistics (rum_tcp_application_stats_t)

The RUM TCP Applications Statistics (rum_tcp_application_stats_t) sample contains statistics
about the performance, availability, and volume of an application monitored by Real User Monitor or
TCP layer data about an end-user group and TCP layer data about a server whose traffic is
monitored by Real User Monitor.
Fields Display Name Data Units Description

Type
application_id Application ID INT RTSM application ID number
application Application STRING RTSM application name

_name Name
application Application Tier INT The ID of the application tier

_tier_id ID


Type
application Application Tier STRING The name of the application tier

_tier_name Name
baseline_app DOUBLE Not currently used

_conn_avail
_mean

_conn_avail
_std

_traffic_mean

_traffic_std
baseline_eug DOUBLE Not currently used

_latency_mean

_latency_std

_traffic_mean

_traffic_std
baseline_loc DOUBLE Not currently used

_latency_mean

_latency_std

_traffic_mean

_traffic_std


Type
server_conn_
mean

server_conn_
std

server_traffic_
mean

server_traffic_
std
client_host Client Host STRING The name of the machine on

_name Name which the client is installed
client_id Client ID BINARY The RTSM ID of the client

machine that requested the
action
client_ips Client IPs STRING The IPs of the machine on which

the client is installed
client_type Client Type STRING
customer_id Customer ID INT ID of the customer to whom the

sample belongs (for Software-as-
client)
customer Customer STRING Name of the customer to whom

_name Name the sample belongs (for
Software-as-a-Service,
downtime Downtime INT The downtime state when the

_state State data was reported
eug_id End User BINARY The RTSM end-user group ID


Type
Group ID
eug_name End User STRING End-user name as configured in

Group Name End User Management
Administration
eug_subnet End User INT End-user subnet IP as configured

_end_ip Group Subnet in End User Management
End IP Administration
eug_subnet End User BINARY End-user subnet IP v6 as

_end_ip_ipv6 Group Subnet configured in End User
End IP IPV6 Management Administration
eug_subnet End User STRING End-user subnet name as

_name Group Subnet configured in End User
Name Management Administration
eug_subnet End User INT End-user subnet IP start as

_start_ip Group Subnet configured in End User
Start IP Management Administration
eug_subnet End User BINARY End-user subnet IP v6 start as

_start_ip_ipv6 Group Subnet configured in End User
Start IP IPV6 Management Administration
loc_id Location ID BINARY The RTSM end-user location ID
location_name Location Name STRING Data collector location name
max_bytes_ Maximum rate DOUBLE milliseconds Currently not used

per_sec of bytes per sec
max_client Maximum DOUBLE milliseconds Maximum request-response

_time Request Client client time for all requests from
Time the end user
max_dl_time Maximum DOUBLE milliseconds Maximum request-response time

Request for all requests from the end user
Download Time


Type
max_frstbffr Maximum DOUBLE milliseconds Maximum request-response time

_time Request Time to first buffer for all requests to
to first Buffer this server
max_network Maximum DOUBLE milliseconds Maximum request-response

_time Request network time for all requests from
Network Time the end user
max_server Maximum DOUBLE milliseconds Maximum request-response

_time Request Server server time for all requests to this
Time server
min_client Minimum DOUBLE milliseconds Minimum request-response client

_time Request Client time for all requests from the end
Time user
min_dl_time Minimum DOUBLE milliseconds Minimum request-response time

Request for all requests from the end user
Download Time
min_frstbffr Minimum DOUBLE milliseconds Minimum request-esponse time

_time Request Time to first buffer for all requests to
to first Buffer this server
min_network Minimum DOUBLE milliseconds Minimum request-response

_time Request network time for all requests from
Network Time the end user
min_server Minimum DOUBLE milliseconds Minimum request-response

_time Request Server server time for all requests to this
Time server
server_host_id Software BINARY The ID of the server on which the

Element Server software element is installed
ID
server_host_ips Software STRING The IPs of the server on which

IPS


Type
server_host Software STRING The name of the server on which

_name Element Server the software element is installed
Name
server_swe_id Software BINARY The ID of the software element

Element ID
server_swe Software STRING The name of the software

_name Element Name element
subnet_id BINARY The ID of the subnet
sum_squares Sum Squares DOUBLE Square Sum of the squares of the

_client_time of Request milliseconds request-response client time for
Client Time all requests from the end user

_dl_time of Request milliseconds request-response time for all
Download Time requests from the end user

_frstbffr_time of Request milliseconds request-response time to first
Time to first buffer for all requests on this
Buffer application
sum_squares Sum of squares DOUBLE Square Sum of the squares of the jitter
_jitter Jitter milliseconds time

_network_time of Request milliseconds request-response network time
Network Time for all requests from the end user

_server_time of Request Milliseconds request-response server time for
Server Time all requests on this application
time_stamp End Time DOUBLE Time stamp in seconds since

Jan 1 1970
tot_app_plain Total plain DOUBLE bytes Total amount of plain application

_bytes_in application traffic, not including TCP


Type
bytes in overhead, to this server
tot_app_plain Total plain DOUBLE bytes Total amount of plain application

_bytes_out application traffic, not including TCP
bytes out overhead, from this server
tot_app_ssl Total SSL DOUBLE bytes Total amount of encrypted

_bytes_in application application traffic, not including
bytes in TCP overhead, to this server
tot_app_ssl Total SSL DOUBLE bytes Total amount of encrypted

_bytes_out application application traffic, not including
bytes out TCP overhead, from this server
tot_bitrate Total bitrate DOUBLE bytes Total amount of traffic for active
_bytes bytes VoIP
tot_bitrate Total bitrate Double Total amount of bitrate time

_time time
tot_bytes_in Total number of DOUBLE bytes Total amount of traffic to this

TCP bytes in server
tot_bytes_out Total number of DOUBLE bytes Total amount of traffic from this
TCP bytes out server
tot_client_bad_ Total number of DOUBLE packets Total problematic packets from

packets bad client the end user
packets
tot_client_bad_ DOUBLE The color representing the status

packets_color of the problematic packets from
the end user, according to the
configured threshold
tot_client Connection DOUBLE The total number of connections

_connection Reset by client that failed on reset during the
_resets connection initialization
tot_client_time Total Request DOUBLE milliseconds Total request-response client

Client Time time for all requests on this


Type
application
tot_client Total client DOUBLE packets Total packets which indicate

_window_stuck packets with client window stuck, transmitted
window stuck from the end user
tot_client Total client DOUBLE packets Total packets with window size
_window_zero packets with 0, transmitted from the end user
window size
zero
tot_conn Total INT connections Total attempts to open

Connections connections from the end user
Attempts
Total attempts to open
connections to this server
tot_conn Number of INT The total number of connections

_refused connection during initialization that failed due
failures due to to no server response.
timeout
tot_conn Total DOUBLE number The color representing the status

_success_color Connection representing of the successful connections to
Success Color color the application, according to the
configured threshold—a positive
number indicates good (green)
status and a negative number
tot_conn_ Number of INT connections Total attempts to open a

timeout connection connection to this server that
failures due to failed due to timeout
timeout
tot_connect Total DOUBLE milliseconds Total TCP handshake time for all
_time Connection connections to the application
Negotiation
Time


Type
tot_dl_time Total Request DOUBLE milliseconds Total request-response time for

Download Time all requests on this application
tot_dl_time Total Download DOUBLE The color representing the status

_color Time Color of the request-response time for
all requests to this server,
according to the configured
threshold
tot_duplicate Total duplicate DOUBLE packets Total retransmitted acks from

_acks ack packets and to the end user
tot_duplicate Total number of DOUBLE packets Total retransmitted packets from

_packets duplicate and to the end user
packets
tot_duplicate DOUBLE The color representing the status

_packets_color of the retransmitted packets from
and to the end user, according to
the configured threshold
tot_eug DOUBLE number The color representing the status

_latency_color representing of the end-user group latency for
color the application (latency is the
roundtrip of packets from client to
server and back)—a negative
number indicates good (green)
status) and a positive number
tot_frstbffr Total Request DOUBLE milliseconds Total request-response time to

_time Time to first first buffer for all requests to this
Buffer server
tot_jitter Total jitter DOUBLE milliseconds Total jitter
tot_jitter Total packets DOUBLE packets Total packets for jitter

_packets for jitter calculations
calculations


Type
tot_latency Connection DOUBLE milliseconds Total round trip time for all
Reset by client packets sent by the end user
tot_loc_ DOUBLE number The color representing the status

latency_color representing of the location latency for the
color application—a negative number
indicates good (green) status and
a positive number indicates bad
(red) status
tot_network Total Request DOUBLE milliseconds Total request-response network

_time Network Time time for all requests from the end
user
tot_packets Total number of DOUBLE packets Total amount of packets to and

packets from this server
tot_packets Total number of DOUBLE packets Total packets from and to the end
packets user
tot_requests Total number of INT requests Total number of requests to this

requests server
tot_requests_o Total hits over INT requests Total number of requests on the
_dl_th download time application with total time
threshold exceeding the total time
threshold
Total number of requests on this

application with server time
exceeding the server time
threshold
tot_requests_o Total hits over INT requests Total number of requests on this
_s_th server time application with total time
threshold exceeding the total time
threshold
tot_ Total Number DOUBLE bytes Total amount of retransmitted

retransmission of retransmitted bytes from and to the end user


Type
_bytes bytes

retransmission Retransmission retransmissions during the page
_time Time download
tot_ Total DOUBLE packets Total retransmitted data packets

retransmissions retransmitted from and to end user
packets
tot_server_ Total Server DOUBLE packets Total problematic packets

bad_packets bad packets transmitted from this server
tot_server_ Total Server DOUBLE The color representing the status

bad_packets_ bad packets of the total problematic packets
color color transmitted from this server,
according to the configured
threshold
tot_server Connection DOUBLE The total number of connections

_connection Reset by server that were reset during connection
_resets initialization
tot_server_time Total Request DOUBLE milliseconds Total request-response server

Server Time time for all requests to this server
tot_server_ Server Time DOUBLE The color representing the status

time_color color of the request-response server
time, according to the configured
threshold
tot_server Total server DOUBLE packets Total packets which indicate

_window_stuck packets with server window stuck, transmitted
window stuck from this server
tot_server Total server DOUBLE packets Total packets with window size
_window_zero packets with 0, transmitted from this server
window size
zero


Type
tot_ssl_time SSL DOUBLE milliseconds Total SSL handshake time for all
Negotiation connections that were opened for
Time transferring the action data

database
Sample: RUM Top Actions (rum_top_action_t)

The RUM Top Actions (rum_top_action_t) sample contains the following fields.

Name Type
action_ Action STRING The action descriptor or page URL

action_ Action STRING The name of the action

name Name

id ID

name Name

tier Tier ID
_id
application_ Application STRING The configured name of the application tier.

tier Tier Name
_name
customer_ Customer INT The Customer ID

id ID



Name Type
client)
downtime_ Downtime INT The downtime state when the data was reported
state State
tot_action_ Total Hits INT The total number of hits for the action
hits
Sample: RUM Top Locations (rum_top_location_t)

The RUM Top Locations (rum_top_location_t) sample contains the following fields.

Name Type

id ID
application_ Application INT The ID of the application Tier

tier Tier ID
_id

id ID number


name Name


Name Type
plain application not including TCP overhead, from client

_bytes_in bytes in to server for the application
Tot_app_ Total plain DOUBLE bytes Total amount of plain application traffic,
plain application not including TCP overhead, to the end
_bytes_out bytes out user
Total amount of plain application traffic,

not including TCP overhead, from this
server

in bytes in this server

ssl_bytes_ application traffic, not including TCP overhead, to the
out bytes out end user
Total amount of encrypted application

traffic, not including TCP overhead, from
this server

Connection
Open by
this EU
tot_latency Latency DOUBLE milliseconds total latency of all packets sent by end-
user
tot_ Total DOUBLE number The color representing the status of the
latency_ Latency representing total latency—a negative number
color Color color indicates good (green) status and a
positive number indicates bad (red) status
number of server
packets
tot_ Total INT requests The total number of hits from this location


Name Type
requests Requests
from this
EU
Sample: RUM Transactions (rum_trans_t)

The RUM Transactions sample (rum_trans_t) contains data performance and availability
measurements of end-user transactions that match one of the transaction definitions in End User

Type
application_id Application ID BINARY RTSM application ID number

name Name
availability Availability INT The number of transactions that

were available
baseline Baseline Not currently used

_availability Availability
_mean Mean
baseline Baseline Not currently used

_availability_ Availability STD
std"
baseline_gdl_ Baseline GDL Not currently used

time_loc_ Time Loc Mean
mean

time_loc_std Time Loc STD

time_mean Time Mean


Type

time_std Time STD
baseline_hits Baseline Hits Not currently used

_mean Mean
baseline_hits_ Baseline Hits Not currently used

std STD
baseline_ndl Baseline NDL Not currently used

_time_loc_ Time Loc Mean
mean

_time_loc_std Time Loc STD

_time_mean Time Mean

_time_std Time STD
baseline_ Baseline Not currently used

network_time_ Network Time
mean Mean
baseline_ Baseline Not currently used

network_time_ Network Time
std STD
baseline_ Baseline Server Not currently used

server Time Mean
_time_mean
baseline_ Baseline Server Not currently used

server Time STD
_time_std
btf_id Business BINARY The RTSM ID of the business

transaction flow transaction flow
ID


Type
btf_name Business STRING Business transaction flow name

transaction flow
name
customer_ Customer name STRING Customer name to which the

name sample belongs (for Software-as-
client)

ID
eug_name End User Group STRING End-user name as configured in

Name End User Management
Administration
location_ Location DOUBLE The latitude of the RTSM

latitude Latitude location.
location Location DOUBLE The longitude of theRTSM

_longitude Longitude location.
location_name Location Name STRING Data collector location name
max_client_ Maximum Client DOUBLE Maximum client time of a

time Time transaction
max_dl_time Maximum DOUBLE Maximum download time of a

Download Time transaction
max_gdl_time Max Gross DOUBLE Maximum gross download time of

Time a transaction
max_network Maximum DOUBLE Maximum network time of a

_time Network Time transaction
max_server_ Maximum DOUBLE Maximum server time of a

time Server Time transaction
min_client_ Minimum Client DOUBLE Minimum client time of a


Type
min_dl_time Minimum DOUBLE Minimum download time of a

min_gdl_time Min Gross Time DOUBLE Minimum gross download time of

a transaction
min_network Minimum DOUBLE Minimum network time of a

_time Network Time transaction
min_server_ Minimum Server DOUBLE Minimum server time of a

server_id Software BINARY The RTSM software element

Element Server server ID
ID
server_ips Software STRING The software element server IPs

Element Server
IPs
server_name Software STRING Name of the software element

Element Server server
Name
sessions_by_ Number of INT Number of Number of sessions which

tx sessions which sessions include a given transaction
include a given
transaction
softw_elem_id Software BINARY The software element RTSM ID

Element ID
softw_elem_ Software STRING The software element name

name Element Name
squares_sum Squares Sum DOUBLE The sum of the client squares of

_client_time Client Time the transaction
squares_sum_ Squares Sum DOUBLE The sum of the download time


Type
dl Download Time squares of the transaction

_time
squares_sum_ Squares Sum of DOUBLE The sum of the gross download

gdl gross download time squares of the transaction
_time time
squares_sum Squares Sum DOUBLE The sum of the network time

_network_time Network Time squares of the transaction
squares_sum Squares Sum DOUBLE The sum of the server time

_server_time Server Time squares of the transaction
subnet_end_ip Subnet End IP INT The subnet end IP
subnet_name Subnet Name STRING Subnet name as configured in

End User Management
Administration
subnet_start_ Subnet Start IP INT The subnet start IP

ip
time_stamp Sample Time INT seconds Time stamp in seconds since Jan
since Jan 1 1 1970
1970
tot_avail_color Total DOUBLE number Color representing status of page

Availability representing in Service Health
Color color
tot_client_time Client Time DOUBLE milliseconds Amount of time of total

processing time between
components
tot_completed Number of INT number of Always 1

Completed transactions
Transactions
tot_ Number of INT number Total number of components in

components Action the action
Components


Type
tot_connection Connection DOUBLE milliseconds Total TCP handshake time for all
_time Time connections that were opened for
transferring the action data
tot_event_app Application INT number of Total number of application error

_error Errors Events error events events in transaction
tot_event_info Non Error INT number of Total number of information

Events error events events in transaction
tot_event Performance INT number of Total number of performance

_performance Events error events events in transaction
tot_frstbffr_b Total time of DOUBLE The amount of time to first buffer

_fbth time to first less than the threshold configured
buffer below the in End User Management
threshold Administration
tot_frstbffr_o Total time of DOUBLE The amount of time to first buffer

_fbth time to first more than the threshold
buffer over the configured in End User
threshold Management Administration
tot_frstbffr_ Sum of total DOUBLE The total time to first buffer for the
time time to first transaction
buffer
tot_gdl_b_gth Gross DOUBLE milliseconds Total download time of

Download Time transaction less than the
Below Gross threshold configured in End User
Warning Management Administration
Threshold
tot_gdl_o_gth Gross DOUBLE milliseconds Total download time of

Download Time transaction more than the
Over Gross threshold configured in End User
Threshold Management Administration
tot_gdl_time Gross DOUBLE milliseconds Total download time of



Type
tot_gross_ Total Gross DOUBLE number Color representing status of

color Color representing transaction in Service Health
color
tot_hits_b_ Total hits below DOUBLE number of The total number of hits with a
fbth the time to first hits time to first buffer less than the
buffer threshold threshold configured in End User
tot_hits_b_gth Hits Below INT number of Number of hits whose time was
Gross Warning hits less than the gross threshold
Threshold configured in End User
Always 0 or 1
tot_hits_b_nth Hits Below Net DOUBLE number of Number of hits whose time was
Warning hits less than the net threshold
Always 0 or 1
tot_hits_b_sth Hits Below INT number of Number of hits whose time was
Server Warning hits less than the server threshold
tot_hits_o_ Total hits over DOUBLE number of The total number of hits with a
fbth the time to first hits time to first buffer more than the
buffer threshold threshold configured in End User
tot_hits_o_gth Hits Over Gross INT number of Number of hits whose time was
Threshold hits more than the gross threshold
configured in End User
Always 0 or 1
tot_hits_o_nth Hits Over Net INT number of Number of hits whose time was
Threshold hits more than the net threshold


Type
configured in End User

Always 0 or 1
tot_hits_o_sth Hits Over INT number of Number of hits whose time was
Server hits more than the server threshold
tot_ndl_b_nth Net Download DOUBLE milliseconds Total time of actions in the

Time Below Net transaction whose time was less
Warning than the net threshold configured
Threshold in End User Management
Administration
tot_ndl_o_nth Net Download DOUBLE milliseconds Total time of actions in the

Time Over Net transaction whose time was more
Threshold than the net threshold configured
in End User Management
Administration
tot_ndl_time Net Download DOUBLE milliseconds Total net download time

Time
tot_network_ Total Net Color DOUBLE number Color representing status of

color representing transaction in Service Health
color
tot_network_ Network Time DOUBLE milliseconds Total network time

time

retransmission Retransmission retransmissions during the action
_time Time download
tot_server_b_ Server Time DOUBLE number of Total number of hits whose time
sth Below Server hits was below the threshold
Warning configured in End User


Type
tot_server_ Total Server DOUBLE number Color representing status of

color Color representing server in Service Health
color
tot_server_o_ Server Time DOUBLE milliseconds Total server time more than the
sth Over Server threshold configured in End User
tot_server_ Server Time DOUBLE milliseconds Total server time

time
tot_ssl_time SSL Negotiation DOUBLE milliseconds Total SSL handshake time for all
Time connections that were opened for
transferring the action data
tot_trans_size Transaction DOUBLE bytes Total size of transaction

Size
total_hits Transaction INT number of Total number of hits in transaction

Hits hits
transaction_id Transaction ID BINARY RTSM transaction ID
transaction_ Transaction STRING alpha- Transaction name as configured

name Name numeric in End User Management
Administration

database
Data Samples for Alerts

This section describes the samples and sample fields for alerts generated by the new alert engine (CI
Status Alerts) and the legacy alert engine (Business Process Monitor and Real User Monitor alerts).
l Sample: Alert Log (alert_log), below

l Sample: Alerts (alarm_t) and Alerts Legacy (alarm_t_legacy), on page 1458
Sample: Alert Log (alert_log)

The Alert Log sample (alert_log) contains data generated by CI Status Alerts used when generating

the Configuration Item Status Alerts report.
This sample uses the Universal Data Exchange (UDX) framework.

Name Type
action Action STRING The actions performed by the alert
alert_id alert_id INT Alert instance ID
alert_ Alert STRING Free text inserted to describe the alert

description Description
condition_ Condition INT Contains the type of condition

type Type
condition_ Condition STRING String that includes the parameters of the

parameters Parameters condition. Maximum number of parameters
permitted is 3.

client)

Entity id
kpi_name KPI name STRING The type of the KPI
name Alert Name STRING The name of the alert
next_ Next INT The severity status of the KPI after the
severity Severity change that caused the alert to be sent,
expresses as the ID defined in the From field
in the Parameter Details window (Admin >
Service Health > Repositories > KPIs)
obj_name Objective STRING For future use

name
prev_ Previous INT The severity status of the KPI before the
severity Severity change that caused the alert to be sent,
expresses as the ID defined in the From field
in the Parameter Details window (Admin >


Name Type
Service Health > Repositories > KPIs)
send_time Send time DOUBLE seconds The date and time that the alert was sent,
since expressed in seconds since Jan 1 1970
Jan 1
1970
trigger_ Trigger INT milli- An integer indicating the time that the status
interval Interval seconds breached the condition.
view View STRING The local impact view name if the view is a
local impact view or empty for a regular view
Sample: Alerts (alarm_t) and Alerts Legacy (alarm_t_legacy)

The Alerts sample (alarm_t) contains data generated by Business Process Monitor and Real User
Monitor alerts. The fields of the Alerts Legacy sample (alarm_t_legacy) are a subset of the fields of
the Alerts sample (alarm_t) described below.

Name Type
alarm_id alarm Id INT ID of the alert (definition)
customer_name Customer STRING Customer name to which the sample

Name belongs (for Software-as-a-Service,
dEventTimeStamp triggered DOUBLE seconds Time of the event that triggered the
time alert
entity_id Entity_id long The ID of the related entity
alert_type Alert type String The type of the alert
iIsLoggedOnly Is logged INT Determines whether the alert is

Only logged only (1 is true or 0 is false)


Name Type
iIsPositive Is Positive INT Determines whether the alert is a

follow-up (1 is true or 0 is false)
iSessionId Profile ID INT Profile ID as stored in the SESSIONS

iSeverityId Severity ID INT Severity of the alert
szActionDesc Action STRING Action that is taken as a result of the

Description alert
szAlarmDesc Alarm STRING Description of the alert

Description
szAlarmName Alarm STRING Alert name

Name
time_stamp Time DOUBLE seconds Time stamp in seconds since Jan 1

Stamp since 1970
Jan 1
1970
Data Samples for Diagnostics

This section describes the samples and sample fields for Diagnostics data:
l Sample: Business Transaction Data (dg_trans_t), below

l Sample: Virtual User Data (appmon_vu_t), on the next page
Sample: Business Transaction Data (dg_trans_t)

Business Transaction data from Diagnostics. The sample includes the following fields (in
alphabetical order):

Type
txn_name Transaction Name STRING Name of the Transaction
total_txn_ End to End INT Total time of in-process and completed

time Response Time transactions


Type
max_txn_ Max Response INT Maximum time of in-process and

time Time completed transactions
min_txn_ Min Response Time INT Minimum time of in-process and

time completed transactions
count Transaction Count INT Number of transactions
exceptions Exceptions INT Number of exceptions for the transaction
soap_ SOAP Faults INT Number of SOAP faults for the

faults transaction
Sample: Virtual User Data (appmon_vu_t)

BPM transactions that flow through Diagnostics probes. A BPM transaction is associated with
Diagnostics fragments (Server Requests, URLs). Dashboard only.
The Diagnostics sample (appmon_vu_t) contains data from the Diagnostics application. The
sample includes the following fields (in alphabetical order):

Name Type
app_ App Server STRING Unused

server_host Host
availability Availability INT Unused
call_count Call Count BINARY The number of fragments in the

transaction
class_ Class Name STRING Unused

name
concurrent_ Concurrent BINARY Seconds Always 0.0

time Time
cpu_time_ CPU Time BINARY Seconds Always 0.0

excl Excl
cpu_time_ CPU Time BINARY Seconds Always 0.0


Name Type
total Total

duration Duration BINARY Seconds Always 0.0
error_count Error Count BINARY The total number of transactions with

exception
exclusive_ Exclusive BINARY Seconds Always 0.0

time Time
layer_name Layer Name STRING Unused
max_ Max BINARY Seconds Always 0.0

exclusive_ Exclusive
time Time
max_total_ Max Total BINARY Seconds The time of the longest method call in the
method_ Method STRING Unused

arguments Arguments
method_ Method Name STRING Unused

name
node_name Node Name STRING Unused
parent_ Parent Node STRING Unused

node_ Name
name
platform Platform STRING Unused
probe_ Probe STRING Unused

instance Instance
profile_ Profile Name STRING The name of the profile with the J2EE_For
name + customer name format


Name Type
quality Quality INT The value is based on the status of the

transaction latency threshold in
Diagnostics. It can be:
l Q_CRITICAL=0
l Q_MAJOR=5
l Q_MINOR=10
l Q_WARNING=15
l Q_OK=20
time_stamp Time DOUBLE seconds Time stamp in seconds since Jan 1 1970
since
Jan 1
1970
timeout_ Timeout BINARY The total number of timeouts for the

count Count transaction
total_time Total Time BINARY Seconds The time of the longest method call in the
transaction
ttx_desc_ Thread STRING A description of the quality reason. The

name Transaction quality is the status of the transaction:
Descriptive critical, major, minor, warning, or OK
Name
ttx_name Ttx Name STRING Unused
vu_call_ Vu Call Count BINARY The number of fragments in the

count transaction
vu_host_ Vu Host STRING Unused

name Name
vu_location Vu Location STRING Unused
vu_profile_ Vu Profile STRING The name of the Business Process

name Name Monitor profile
vu_trans_ Vu Trans STRING The name of the transaction


Name Type
name Name
Data Samples for RTSM

This section describes the samples and sample fields for RTSM data:
Sample: CMDB Repository (cmdb_rep)

The CMDB sample (cmdb_rep) data from the CMDB application. The sample includes the following
fields (in alphabetical order):

Name Type
complex_ BLOB
value

name Name (for Software-as-a-Service, otherwise
Default client)

Entity id
property_ STRING
name
property_ STRING
type
simple_ STRING
value

stamp since Jan
1 1970

Data Samples for the Custom Query Builder

This section describes the samples and sample fields for Custom Query Builder data.
Sample: Ticket (ticket)

The Custom Query Builder sample (M_TK01F1_F) data from the Custom Query Builder application.
The sample includes the following fields (in alphabetical order):

Name Type
customer_ STRING
name
data_source data source STRING
elapsed_ elapsed DOUBLE

time time
sample_type STRING
severity severity INT
target_name target name STRING
ticket_id ticket id STRING
ticket_state ticket state STRING
ticket_type ticket type STRING
time_stamp DOUBLE seconds since Jan 1 Time stamp in seconds since

1970 Jan 1 1970

Chapter 59: Report Log
APM logs all activities related to reports as well as errors that occur when generating reports. Such
activities include: creating a new report, generating a report, modifying report filters, drilling down in
reports, and so forth.
APM records all activities related to specific reports in a reports log. The activities that are logged are:
l Errors. For details, see Logging Errors, below.

l Any other activity performed on the report. For details, see Logging Activities, below.
The reports log records activities for all APM reports, except for legacy reports. For a list of legacy
reports, see System Availability Management Legacy Reports.
The reports log is located at

<APM root directory>\log\Jboss\reports.log.
Each error and activity is recorded using a specific format – for details about the reports log format, see
Report Log Structure, on page 1467.
Logging Errors
Logging occurs for any error during:
l Report initialization.
l Report customization – for details on customizing reports, see Customizing Reports in the APM
User Guide.
l Report rendering (creating the report display).
Logging Activities
Logging occurs for any action related to reports. The actions that are logged are:
l Creating a new report.

l Generating a report.
l Updating the filter of a report that is included in a custom report.
l Drilling down in a report and between reports.
l Updating the filter of a report.
l Printing a generated report, exporting it using email, or opening it in Microsoft Excel file format or
in PDF format. For details on these actions, see Common Report and Page Elements in the
APM User Guide.

Report Log Level

Depending on the log level you specify, the following information can be recorded in the reports log:
l Debugging information.
l Activities performed on reports.
l Warning messages.
l Error messages.
l Fatal errors.
The log levels have the following hierarchy: DEBUG, INFO, WARN, ERROR, and FATAL, where
DEBUG represents the lowest level and FATAL the highest level. The default level is ERROR.
The log level hierarchy means that if you select one of the levels, the report includes all the information
related to that level and the levels above it, as follows:
Level Reports log
DEBUG Includes debugging information, activities performed on reports, warning messages, error
messages, and fatal errors.
INFO Includes activities performed on reports, warning messages, error messages, and fatal
errors.
WARN Includes warning messages, error messages, and fatal errors.
ERROR Includes error messages, and fatal errors.
FATAL Includes fatal errors.
How to Set the Report Log Level

You can set the Report log level to record the reports information that you want to track.
1. Open the
<APM root directory>conf\core\Tools\log4j\EJB\topaz.properties file with a text editor.
2. Search for the following line: log4j.category.com.mercury.am.bac.core.reports=
${<loglevel>}, reports.appender
3. Change <loglevel> to DEBUG, INFO, WARN, ERROR, or FATAL.
4. Save the file.

Report Log Structure

The report log includes entries for each activity or error. Each entry has the following structure:
NOTE:
2005-08-24 11:25:07,590 [TP-Processor1] (NewReportAction.java:66) <loglevel> -
MERQ-120238: USER ACTION started
----------------------------------------=-------------------------------------
---
Action= <action>
User= <user> (id:<id>)
Report ID= <report_id>; State ID: <state_id>
----------------------------------------=-------------------------------------
---
2005-08-24 11:25:15,980 [TP-Processor1] (DisplayAction.java:77) <loglevel> -
MERQ-120242: USER ACTION ended
----------------------------------------=-------------------------------------
---
User= <user> (id:<id>)
Report ID= <report_id>; State ID: <state_id>
Duration= <duration> ms (init:6141; render:3859)
Time filter= View: <view>; From:<from_day_time>; To: <to_
day_time>; Every: <periodicity>
----------------------------------------=-------------------------------------
---
For example, the following entry specifies that a new report CMDBOverTime has been created by the
admin user:
The parameters are as follows:
Value
<log_ Represents the level that you selected – for details about the log level, see How to Set
level> the Report Log Level, on the previous page.

Value
<action> The type of activity that has been logged:
l New report. The user created a new report from a menu.

l Generate. The user clicked the Generate button.
l CustomSaveFilter. The user clicked OK in the filter of new reports when creating a
custom report.
l Update filter. The user modified the filter in one of the reports.
l Navigate. The user drilled down in a report or between reports.
l Export. The user exported a report to Excel, .PDF, .CSV, or e-mail formats.
<user> The login name.
<id> For internal use.
<report_ The report requested by the user action.

id>
<state_id> For internal use.
<duration> The number of milliseconds the server took to perform the user action.
The time filter that was used in the activity includes the following information:
l <view> indicates the filter that was selected. This information is for internal use.
l <from_day_time> indicates when the activity started. This information is for
internal use.
l <to_day_time> indicates when the activity ended.
l <periodicity> indicates the sampling periodicity. This information is for internal use.

Part 6: Integrations

Chapter 60: Integrating with Other Applications - Overview
Chapter 60: Integrating with Other Applications

- Overview
APM has the ability to integrate with Business Technology Optimization (BTO) products, with
applications that are part of APM, and with external applications.
Supported Integrations
The primary integrations with APM are as follows:
l APM - Service Manager

l APM - ArcSight
l APM - SiteScope (see Connecting SiteScope to an APM Server, on page 1258)
l APM - Operations Orchestration (OO)
l APM - Diagnostics
You can find detailed information in the APM section of the Software Solution and Integration Portal
Integrations Administration in APM

Within APM, you can administer the following:
l Diagnostics Integrations. If you have a Diagnostics license, you can track performance of
applications that are being monitored by Diagnostics within APM. For details, see Diagnostics
Integration, on page 1472.
l Operations Orchestration Integrations. If you have set up an integration between APM and
Operations Orchestration (OO), you can configure mappings between CIs and runbooks, to
launch OO runbooks directly from Service Health. For details, see OO Integration Administration
User Interface, on page 1474.
l Application Lifecycle Management Integrations. If you have set up an integration between
APM and Application Lifecycle Management (ALM), you can:
o export related data and monitoring tools configuration for a single application. The exported
data includes information about the application's transactions and actions, traffic and load
details, topology and monitors.
o import data from ALM. The imported data includes Business Process Monitor scripts and
SiteScope configurations that have already been tested.
For details on exporting and importing data betweeen ALM and APM, see Application Lifecycle
Management Integration Administration, on page 1480.

Chapter 60: Integrating with Other Applications - Overview
APM-APMand APM-CMS Integrations
l APM - APM. Integrations between APMs enable the exchange of events between APMs, using
event synchronization and topology synchronization between the APMs.
l APM - CMS. APM integrates with Universal CMDB to enable sharing topologies (CIs and
relationships) between instances and enabling a consistent CI ID in an environment. The
integration uses the Configuration Management System (CMS) topology. A single instance is
configured to be the CMS and the global ID generator; synchronization is achieved using the
topology sync.
For details on setting up these integrations see "Integrating Multiple CMDBs" in the Data Flow
Management Guide. For more information on working with multiple APMs, refer to the RTSM Best
Practices PDF in the APM documentation set.
External Users
If your integration includes external users accessing APM from outside the corporate network via
the internet, in order for them to drill down from APM to the integrated application, the URL of the
integrated application must be publically accessible.
l For most integrations, this URL is defined in Admin > Platform > Infrastructure Settings >
Foundations: Integrations with other applications.
l For integrations with SiteScope, it is specified when you register the SiteScope instance.
l For integrations with Diagnostics, it is specified when you register the Diagnostics server.
For more details, refer to the specific integration documentation, in the Integrations tab of the
Software Solution and Integration Portal
(https://hpe.sharepoint.com/teams/aztec/Portal/index.html).

Chapter 61: Diagnostics Integration
Diagnostics is a composite application triage and diagnostics solution that is designed to help you
improve the performance of your J2EE, .NET, Python and ERP/CRM enterprise applications
throughout the application lifecycle. Diagnostics is integrated with APM, enabling you to monitor the
availability and performance of your production enterprise application. This integration enables you to
significantly reduce the Mean Time To Resolution of problems and thus increase the availability and
value of the business applications.
From within APM, you can track the performance status of your applications that are being monitored
by Diagnostics. The Diagnostics integration with APM enables you to drill down to Diagnostics data
from specific APM configuration items and reports. You can also generate high level reports in APM
about the performance of applications and Business Process Monitor (BPM) transactions that are
monitored by Diagnostics.
For details about viewing the integrated Diagnostics data, see "Integrations with Other Software
Products" in the Diagnostics online help or the Diagnostics User's Guide. The Diagnostics online help
can be accessed from the APM user interface after the integration has been set up. See Help >
Diagnostics Help > Diagnostics User's Guide.
For information about setting up the integration, see the APM-Diagnostics Integration Guide. This guide
is located on the Software Support site. Access requires a Passport login.

Chapter 62: Integrating APM with AppPulse
APM has the ability to integrate with AppPulse products.
Supported Integrations
l AppPulse Active. For information, see Integrating with APM in the AppPulse Active online help
(http://apppulse-help.saas.hpe.com/active/eng/Content/6_Integrations/APM_Integration.htm).
l AppPulse Mobile. For information, see Integrating With APM in the AppPulse Mobile online help
(http://apppulse-help.saas.hpe.com/mobile/eng/Content/6_Integrations/bsm_intro.htm).

Chapter 63: OO Integration Administration
User Interface
If you have set up an integration between APM and Operations Orchestration (OO), you can configure
mappings between CIs and run books, to launch OO run books directly from Service Health.
l Run Books Configuration Page, below

l Run Book Mapping Configuration Wizard, on the next page
l Select Topology Dialog Box, on page 1478
Run Books Configuration Page

This page displays the mappings between APM CI types and Operations Orchestration (OO) run
books, and enables you to create new mappings or edit existing ones.
To access Admin > Integrations > Operations Orchestration tab
Important information Click a row in the table to select an existing mapping for editing or deletion.
(A-Z)
New. Opens the Run Book Mapping Configuration wizard, where you configure
the mapping between a CI type and OO run books. For details on the user interface,
see Run Book Mapping Configuration Wizard, on the next page.
Edit. Opens the Select CI Type page of the Run Book Mapping Configuration
wizard where you can edit the selected mapping. For details on the user interface,
see Select CI Type Page, on the next page.
Delete. Delete the selected mapping.
CI Type Displays the CI types to which OO run books are already mapped.
Operation Displays the OO run books that are mapped to each CI type.
Orchestration
Flows

Chapter 63: OO Integration Administration User Interface
Run Book Mapping Configuration Wizard

This wizard enables you to create mappings of CI Type attributes, event attributes, or both, and
Operations Orchestration (OO) run book parameters.
l To create a new mapping, select Admin > Integrations > Operations

Orchestration tab, and click the New button.
l To edit an existing mapping, select Admin > Integrations > Operations
Orchestration tab, select the existing mapping, and click the Edit button.
Important l The child CIs of a CI, for which you configure a run book, are also assigned that run
information book.
l When using the Run Book Mapping Configuration wizard to edit a previously
configured mapping:
o The Welcome and Summary pages of the wizard are not displayed.
o You do not have to access the wizard pages in a specific order. Click a wizard
page name on the left to go directly to that page.
o From any of the wizard pages, click the OK button to save the mapping
configuration and exit the wizard.
l The Welcome and Summary pages are displayed only when you create a new run
book mapping.
Wizard The Run Book Mapping Configuration Wizard contains:

map
Welcome Page > Select CI Type Page, below > Select Run Books Page, on the next
page > Configure Parameters Page, on page 1477 > Summary Page, on page 1478
Select CI Type Page

This page enables you to select a CI type to which to map Operations Orchestration (OO) run books.
This is part of the Run Book Mapping Configuration Wizard, above.
UI Description
Element
(A-Z)
<CI Displays a list of CI types from which you select the required CI type to which to map OO

UI Description
Element
(A-Z)
type run books. Click a CI type to select it.

tree>
Note:
l CI types that already have run books mapped to them appear in the tree, but are
disabled.
l When you edit an existing mapping, only the configured CI type is displayed and you
cannot edit it.
<Search You can search for CI types with names containing a specific string that you enter in this
string> field. Click the Search button to run the search. Only matching results are displayed in
the tree.
Note:
l The search is not case sensitive.

l You can use the asterisk (*) wildcard in your string to match one or more words of text.
Clear Click to clear the current search string and display all CI types.
Search Click to display only CI types that match the search string.
Select Run Books Page

This page enables you to select the Operations Orchestration (OO) run books to map to the selected CI
type.This is part of the Run Book Mapping Configuration Wizard, on the previous page.
(A-Z)
Select run book to map. Adds the run book you selected in the Flow Library area to
the list in the Selected Run Books area.
Remove run book from mapping. Removes the run book you selected in the
Selected Run Books area from the list and moves it back to the Flow Library area.
Flow Displays a tree of the available run books in the OO flow library. Click a run book to
Library select it.
Run Book Displays the description of a selected run book.

(A-Z)
Description
Selected Displays the run books you select for mapping to the CI type and their path in the OO
Run Books flow library. Click a run book to select it for removal from the list.
Note:
l A run book that is included in an existing mapping, but that is not found in OO, is
denoted by the icon. Remove the run book from the mapping.
l A run book included in an existing mapping that contains different parameters than
those defined in the mapping (that is, additional or deleted parameters), is denoted
by the icon.
Configure Parameters Page

This page enables you to configure the settings and default values of the parameters used by the
selected Operations Orchestration (OO) run books.This is part of the Run Book Mapping Configuration
CI The default CI from the selected CI type topology to use as the source for the
required run book parameter. Click the arrow to open a drop-down list of all the
CIs included in the CI type topology. Select a different CI if required.
Note: If there is no configured topology for the selected CI type, the CI

corresponding to the selected CI type itself is the only available option.
CI Attribute The default CI attribute, of the selected CI, to use as the source for the
required run book parameter. Click the arrow to open a drop-down list of all the
attributes for the selected CI. Select a different attribute if required.
Default Value A default value to be used for the CI attribute, if required.
Enable to run Select the option when you want to automatically run the run book.
automatically
Note: The run book runs automatically only when all the parameters listed in
the Configure Parameters page have been assigned a value, and the run book
runs without user intervention.

Event Attribute The default event attributes for events that correspond to the selected CI
type. The field automatically lists all the default event attributes and custom
attributes that were defined in OBM. You can select one of the listed default
event attributes or add your own.
For details about the attributes, see OBM Online Help documentation.
Run A hierarchical list of the selected run books and the parameters they require.
Book/Parameter
Note:
Name
l Only parameters that are configured as flow input parameters for run books
are included. For example, a parameter that is included in an operation
configured in a run book is not displayed and cannot be mapped.
l Mandatory parameters for which settings are required are denoted by a red
asterisk.
l A parameter included in an existing mapping, but that is not found in a run
book, is denoted by the icon.
l A parameter found in a run book, but not included in an existing mapping, is
denoted by the icon.
l Additional and deleted parameters are automatically added to or removed
from the mapping, when you click the OK button on the wizard page.
To choose an Click the link to open the Select Topology dialog box, where you can select
attribute that is not a CI from a related CI topology to use as the source for the required run book
part of the selected parameter. For details on the user interface, see Select Topology Dialog Box,
CI click here below.
Summary Page
This page summarizes the configuration of the mapping of the parameters used by the selected
Operations Orchestration (OO) run books to the CI attributes or to the event attributes, as well as the
default values of the attributes.This is part of the Run Book Mapping Configuration Wizard, on page
1475.
Select Topology Dialog Box

This dialog box enables you to select a different CI type or node CI from a topology related to the CI
type selected in the Run Book Mapping Configuration wizard. This CI is used as the source for a

required run book parameter for the CI type selected in the wizard.
To Click the Select Related CIs link in the Configure Parameters page in the Run Book
access Mapping Configuration wizard. For details on the user interface, see Configure
Parameters Page, on page 1477.
See Run Book Mapping Configuration Wizard, on page 1475

also
(A-Z)
<Topology Displays a map of the selected CI topology.

map>
Select the Select a specific node from the selected topology to use as the source for a
node to required run book parameter for the CI type selected in the Run Book Mapping
which the run Configuration wizard. Available nodes are those applicable for the CI type
books are selected in the wizard, and their descendants.
mapped
Select Select a topology from the drop-down list of topologies that are related to the CI
topology type selected in the Run Book Mapping Configuration wizard. Related
topologies are those topologies in the Run Book folder in Modeling Studio that
include a node for the CI type selected in the wizard.
Note:
l Topology names in the Run Book folder in Modeling Studio cannot contain
spaces.
l You can create topologies using Query Manager (Admin > RTSM
Administration > Modeling > Modeling Studio). For details on the user
interface, see Modeling Studio Page in the Modeling Guide.

Chapter 64: Application Lifecycle Management
Integration Administration
You can export End User Management (EUM) related data from Application Performance Management
(APM) to Application Lifecycle Management's Performance Center and vice versa. Exporting data to
Performance Center enables you to plan Business Process Monitor (BPM) scripts and load tests that
resemble your production environment and importing data from Performance Center enables you to use
BPM scripts and SiteScope configurations that have already been tested.
To access
Select Admin > Integrations > Application Lifecycle Management Integration
Learn About
l Export Data from APM to ALM, below

l Export Prerequisites, on the next page
l Exported Files, on the next page
l Import Data from ALM to APM, on page 1483
l Import Prerequisites, on page 1484
l Imported Files, on page 1484
Export Data from APM to ALM

You can export EUM related data and monitoring tools configuration for a single application. The
exported data includes information about the application's transactions and actions, traffic and load
details, RUM topology including actual data from various locations, and SiteScope monitors.
Sharing such information between operations and development assists you in planning your scripts
and load tests in Performance Center, so that they better resemble your production environment.
NOTE:
Data exported from RUM packages include network data to simulate more realistic data for
PC-Shunra integrations.
You export the data for a specific application and for a selected time range. If the time range you
select is greater than one hour, APM calculates the busiest hour within the selected time range
(based on the number of actions) and exports the data for that one hour period only. The data is

Chapter 64: Application Lifecycle Management Integration Administration
exported to a number of different files, contained in a .zip file with the default name of <selected
application name>_<selected start date and time>_<selected end date and time>.zip.
Export Prerequisites
l Performance Center version 12.50 or later.
l Real User Monitor version 9.26 or later.
l SiteScope version 11.20 or later.
l The exported APM configuration must not contain characters that are not supported by
Performance Center.
l Traffic monitored by RUM must not contain characters that are not supported by Performance
Center.
Exported Files
The following table describes the different files that are included in the .zip file:
File Name Description Path in Zip

File
Business_Process_Distribution.csv Contains a table of the data included in the reports\data\

Business Process Distribution report. For
details, see RUM Business Process
Distribution Report.
Location_Load_Analysis.csv Contains a table of the data included in the reports\data\

Location Load Analysis report. For details,
see RUM Location Load Analysis Report.
Note: By default, the report includes all the

transactions for the 100 most active
locations. You can change the number of
locations. For details, see Change the
Number of Most Active Locations and
Transactions, on page 1483.
Typical_Transaction_Load.csv Contains a table of the data included in the reports\data\

Typical Transaction Load report. For
details, see RUM Typical Transaction
Load Report.
Note: By default, the report includes data

for the 100 most active transactions. You


File
can change the number of transactions.

For details, see Change the Number of
Most Active Locations and Transactions,
on the next page.
ActionsTrafficData.csv Contains a table of data about the traffic\data\

application's actions during the time
frame.
Note: Performance Center recognizes

only defined action IDs. If you have
enabled action classification for an
application in End User Management,
classified actions are ignored.
TransactionsTrafficData.csv Contains a table of data about the traffic\data\

application's transactions during the time
frame.
NetworkBreakdownPerLocation.csv Contains a table of data with the location traffic\data\

performance metrics (latency, packets
with errors, and total traffic) during the time
frame used for RUM PC-Shunra
integrations.
Applications.xml An XML file with data about the rum_

configuration of the selected application conf\data\
(for example, URL, name, description,
IDs, and so forth).
Coverage.csv Contains the number of total hits, total rum_

action hits, total transaction hits, and total conf\data\
sessions for the application in the time
frame.
Pages.xml An XML file with data about the rum_

configuration of the selected application's conf\data\
actions.
Transactions.xml An XML file with data about the rum_


File
configuration of the selected application's conf\data\

transactions (for example, the actions
included in the transactions).
Topology.xml An XML file of the selected application's cmdb\conf

topology, such as associated
nodes,running software, servers, and
IP addresses.
<template_name_UUID>.bin Contains the template binary data of the sis\mon\conf

SiteScope monitors that monitor the
selected application.
<template_name_UUID>.xml Contains the metadata of the exported sis\mon\conf

SiteScope monitor templates.
Manifest.xml An XML file with data about the creation of zip root
the zip file and the files it contains. folder
Change the Number of Most Active Locations and Transactions

By default, data for the 100 most active locations and transactions is included in the Location_
Load_Analysis.csv and Typical_Transaction_Load.csv files. To change the number of locations
and transactions for which data is included:
l Select Admin > Platform > Setup and Maintenance > Infrastructure Settings:
l Select End User/System Availability Management>.
l In the End User/System Availability Management - Data table, locate the Number of most
active locations and transactions in reports generated for ALM intergation parameter.
Change the value to the required number.
Import Data from ALM to APM

You can import data from Performance Center that includes BPM scripts and SiteScope
configuration templates. Sharing such information between development and operations enables
you to use scripts and SiteScope configurations that have already been tested and fine tuned.
Imported BPM scripts are stored in the Script Repository in EUM Administration. A default directory
called ALM Imports is created in the Script Repository and for each application for which a script is
imported, a sub-directory is created with the application name.

SiteScope configuration templates are copied to the following location within each SiteScope
application registered with APM:
In the Templates context > SiteScope node > AutoSyncContainer > <name of application>
Import Prerequisites
l For the applicable version of Performance Center consult Software Support or your Services
representative.
l SiteScope version 11.21 or later.
l The SiteScope Administrator user must be configured with a user name and password (it cannot
be left blank).
l The passphrase string for all software applications integrated using LW-SSO must be identical.
Make sure that LW SSO Init String in SiteScope Preferences > General Preferences > LW
SSO Settings matches the string in APM.
l The .zip file created in Performance Center must contain at least one BPM script. SiteScope
configurations are optional.
Imported Files
The following table describes the different files that are included in the .zip file:

File
<script name>.zip For each BPM script there is a zip file containing the \scripts
script's files.
<template_name_ Contains the template binary data of the SiteScope sis\mon\conf

UUID>.bin monitors that monitor the application.
<template_name_ Contains the metadata of the imported SiteScope monitor sis\mon\conf

UUID>.xml templates.
Manifest.xml An XML file with data about the creation of the zip file and zip root
the files it contains. folder
UI Descriptions
l Export to ALM Page, on the next page

l Import From ALM Page, on page 1486

Export to ALM Page

This page enables you to create and export a .zip file of application related data and monitoring tools
configuration (such as actions, transactions, load, traffic, RUM topology, and SiteScope monitors)
which you can use to help create realistic scripts and load tests in Performance Center, that
emulate your production system.
To access the Export to ALM Page, select Admin > Integrations > Application Lifecycle
Management Integration > Export to ALM.
View Select the required time frame from the drop-down list. If you select the custom
view, configure the From and To dates and times.
If the selected time frame is not in the format of full (rounded) hours, APM
expands the time frame to the closest full hours. For example:
l 15:29-15:43 is expanded to 15:00-16:00
l 15:40-16:20 is expanded to 15:00-17:00
If the time frame you select is greater than one hour, APM calculates the busiest
hour within the selected time frame (based on the number of actions) and exports
the data for that one hour period only.
If the selected application is monitored by SiteScope only (and not by RUM) and
the selected time period is greater than one hour, SiteScope data for only the first
hour of the selected time period is exported.
Applications Select the application for which you want to export data.
l In the list of applications, only HTTP Web based applications and applications

monitored by SiteScope are enabled for data export.
l You can only select a single application for data export.
Download Select this radio button to download the generated zip file. When the zip file is
zip file generated, you are prompted to open it, or download it to your client machine.
l You must not navigate away from this page until the zip file has been
successfully generated and downloaded, otherwise the process is aborted.
l Once the zip file has been generated and downloaded, the status of the
generation is displayed.
Send zip file Select this radio button to send the generated zip file by email, and enter the

by email email address to which you want to send the file.
Email is sent using the SMTP server configured in Application Performance

Management and may be limited. Ensure the address you enter is one that is
accessible by the APM SMTP server.
Generate Click to generate and download or send the zip file.
Import From ALM Page

This page enables you to import a .zip file from Performance Center that includes BPM scripts and
SiteScope configurations.
To access the Export to ALM Page, select Admin > Integrations > Application Lifecycle
Management Integration > Import from ALM.
UI Description
Element
Select Enter the path to the .zip file you want to import. Click Browse to open a dialog box in
File which you can browse to the required .zip file.
For details on creating the .zip file for importing, refer to the Performance Center
documentation.
Upload Click to upload the content of the selected .zip file.

Content
l BPM script files are uploaded to the Script Repository in End User Management
Administration. A default directory called ALM Imports is created in the Script
Repository and for each application for which a script is imported, a sub-directory is
created with the application name. For details on the Script Repository, see
Working with the Script Repository, on page 1060.
l SiteScope configuration templates are copied to the following location within each
SiteScope application registered with APM:
In the Templates context > SiteScope node > AutoSyncContainer > <name
of application>

Chapter 65: EMS Integrations
APM has the ability to integrate with existing Enterprise Management Systems (EMS) software and
provides the capability to build new integrations (that report predefined or custom topologies for
example, Computer, Tickets, or Computer - Running Software), or use out-of-the-box integrations (for
example: Service Manager or NetScout nGenius).
Features of the Application

The EMS Integrations application provides the following features:
l CIT relationships map. You can sketch a CIT relationship map of the integration you are
creating to help you formulate the data assignments that are described below. This feature is for
illustration only.
l SiteScope Integration Monitors. SiteScope Integration Monitors integrate measurements,
open incidents, alerts, and events generated by Enterprise Management Systems software into
APM. For details about the SiteScope integration monitors, see Working with SiteScope
Integration Monitors.
You access the System Availability Management Administration through a window in the EMS
Integrations application. Using the window, you can access SiteScopes and create integration
monitors to collect performance and availability data from your EMS system.
l Assignments. You can configure assignments for EMS Monitor CI type that you added to the
CIT relationship map you sketched previously. A health indicator or a KPI assignment rule
includes a condition and a task. The condition describes, where relevant, specific characteristics
of a CI. The task describes the shortcut menus, health indicators, KPIs, rules, rule parameters,
and selectors that are to be assigned automatically to the CI when the condition occurs, if the
assignment is running. Out-of-the-box integrations and new assignments with predefined
topology already include the relevant assignments. For details on the assignment mechanism,
see Customizing KPI and HI Assignments, on page 179.
l Integration View Results. Out-of-the-box integrations already include predefined views. In
addition, a new view is automatically created for a new integration The name of the view is the
same as the name of the integration data source. The view includes the relevant CIs. You can
display the view contents and the status of the view's CIs in Service Health.
Limitation
If you configure a monitor in SiteScope which integrates with one of the integrations under
Administration > Integrations > EMS Integrations Administration, the reconciliation
prioritization feature for SiteScope will not work, meaning SiteScope cannot be prioritized over
other data collectors.

Understanding Computer, Tickets, or Computer -

Running Software Integration Types
This section describes the main concepts of Computer, Tickets, and Computer - Running Software
default integration types.
The out-of-the-box Computer, Tickets, and Computer - Running Software integration types use out-of-
the-box topology scripts to create the appropriate topology.
KPIs and health indicators assigned to an EMS Monitor CI, as shown below, are automatically
propagated to the parent CI.
For concept details about assignments, see Customizing KPI and HI Assignments, on page 179.
Computer
When an EMS Monitor CI is added to the RTSM, the following happens:
l In Service Health:
o The System EMS Monitor health indicator is assigned to the EMS Monitor CI with the
SiteScope EMS Monitor Multiple Events rule.
o The Legacy System KPI is assigned to the EMS Monitor CI with the Worst Status rule and
the EMS Measurement menu.
l In Service Level Management:
o The Software Performance EMS Monitor health indicator is assigned to the EMS Monitor
CI with the Application Quality rule.
o The System EMS Monitor health indicator is added to the EMS Monitor CI with the System
Quality rule.
o The Legacy System KPI is assigned to the EMS Monitor CI with the Group Average Value
rule.
o The Software Performance KPI is assigned to the EMS Monitor CI with the Group Average
Value rule.
Tickets
o The Ticketing EMS Monitor health indicator is assigned to the EMS Monitor CI with the
Number of Open Incidents rule.

o The Number of Open Incidents KPI is assigned to the EMS Monitor CI with the Worst
Status rule.
CI with the Application Quality rule.
Quality rule.
rule.
Value rule.
Computer - Running Software

SiteScope EMS Multiple Events rule if the value of the Monitored CI Type field on the EMS
Monitor CI is Node.
SiteScope EMS Multiple Events rule if the value of the Monitored CI Type field on the EMS
Monitor CI is Running Software.
the EMS Measurement menu is assigned to the EMS Monitor CI.
the EMS Measurement menu is assigned to the EMS Monitor CI.
CI with the Application Quality rule if the value of the Monitored CI Type field on the EMS
Monitor CI is Node.
Quality rule on the EMS Monitor CI is Node.
rule.
Value rule.

How to Integrate Data from Third-Party Sources

(EMS Data) into Application Performance
Management
This section describes the processes for integrating data from third-party sources (EMS data) into
APM. The process uses SiteScope integration monitors to integrate the data from that application, into
APM, using EMS.
NOTE:
EMS Integrations Administration is relevant only for integrating events to BAC 8.x and earlier
using the Legacy Events data type, and to collect incidents and events from ticketing systems
using the Tickets data type. It is not relevant when integrating Common Events or Metrics data
types.
1. Prerequisite
You must configure SiteScope to be used as a data collector for APM. For details, see How to
Configure SiteScope to Communicate with APM, on page 1272.
2. Plan EMS strategy

Review the Integration Monitor types. Consider the type of information you want to see in
Application Performance Management from your EMS system. Determine whether one of the
specific Integration Monitors meets your organization's needs or whether a generic Integration
Monitor (Technology Log File, Database, SNMP Trap, Web Service) is required.
Review the Event, Ticket, and Metrics samples and fields to understand how the incoming
EMS data maps to Application Performance Management data.
For more information, see Working with SiteScope Integration Monitors in the Using SiteScope
Guide in the SiteScope help.
3. Create an EMS integration (for Metric Samples)

a. Configure the integration monitors:
You can either:
l In System Availability Management Admin, select the SiteScope server from which
you want to create the integration monitor. For user interface details, see System
Availability Management Administration Page, on page 1233.
l In SiteScope, configure the SiteScope integration monitors in SiteScope. For more
information, see Working with SiteScope Integration Monitors in the Using SiteScope

b. If you want to create a new technology monitor, you must also configure the field mapping
according to the metric sample type, and the topology script as follows:
l Computer - Monitor (SiteScope Topology in SiteScope versions earlier than 11.11)
to send the basic SiteScope topology with Sitescope Monitor and Computer CIs
l No topology to create only data, and no topology
l Custom to create the CIs according to the topology described in user-written topology
script
c. Create or customize a data assignment:
For No topology or Custom scripts, you might have to create or customize a data
assignment for the reported CIs.
You can either create/change the assignments or change existing Health Indicators
attached to specific CIs:
l In Service Health: To change/create assignments, go to Admin > Service Health >
Assignments > KPI/Health Indicator Assignments. To apply the change on
existing CIs, select the assignment and click Synchronize CI Type. For details, see
Edit Integration Dialog Box, on page 1505.
l In Service Level Management: You can either create/change the assignments or
change existing Health Indicators attached to specific CIs. To change/create
assignments, go to Admin > Service Level Management > Assignments >
KPI/Health Indicator Assignments. To apply the change on existing CIs, select the
assignment and click Synchronize CI Type. For details, see Edit Integration Dialog
Box, on page 1505.
4. Create an EMS integration (for Event or Ticket Samples)

In APM, select Admin > Integrations > EMS Integrations Admin, click the New
Integration button to create a new integration (see Add Integration Dialog Box, on page 1504)
and proceed as follows:
a. Sketch a CIT Relationship map:
In APM, select Admin > Integrations > EMS Integrations Admin, and sketch a CIT
relationship map of the integration you are creating to help you formulate the data
assignments that are described below and to understand which topology to create. This
feature is for illustration only.
b. Configure the integration monitors:
You can either:
l In EMS. Open the System Availability Management Administration window where you
can access a SiteScope and create integration monitors to collect performance and
availability data from your EMS system. For details, see Working with SiteScope
Integration Monitors in the Using SiteScope Guide in the SiteScope help.

l In System Availability Management Admin. select the SiteScope server from

which you want to create the integration monitor. For user interface details, see
System Availability Management Administration Page, on page 1233.
l In SiteScope. Configure the SiteScope integration monitors in SiteScope. For more
information, see Working with SiteScope Integration Monitors in the Using SiteScope
If you want to create a new technology monitor, you must also configure:
l The field mapping according to the sample type which can be event, ticket, or
measurement.
l The topology script depending on the sample type described in the following table:
Event Sample Script Tickets sample script
Select one of the following options: Select one of the following

o Computer to create a topology with a Computer CI options:
o Computer-Running Software to create a topology

o Ticket to create the
with a Computer CI and a Running Software CI Business Service and
connected to it with a Composition relationship EMS Monitor CIs
o Custom to create the CIs according to the topology

o Custom to create the CIs
user-written topology script according to the topology
user-written topology
script
c. Create or customize a data assignment:

Create or customize a data assignment for each integration CI type in the CIT relationship
map you sketched previously. Out-of-the-box EMS integrations or custom integrations that
are based on predefined topology type (Computer, Computer-Running Software, or
Custom) already include the relevant data assignments. For user interface details, see
Depending on the type of data you want to integrate, select the following EMS integration
type:
Events Tickets
Select one of the following EMS Select one of the following EMS
integration types: integration types:
l Computer l Tickets
l Computer-Running Software l Custom
l Custom

Limitations: For event and ticket samples, the monitor_id of the reported EMS monitor is
built in the following way:
l For Tickets samples and Tickets topology, the monitor id is:
<data_source>_<target_name>
l For Events samples and Computer topology, the monitor id is:
< target_name>
l For Events samples and Computer- Running Software topology (where subject is not
equal to system), the monitor id is:
<subject (running software name)>
l For Events samples and Computer- Running Software topology (where subject equals
system), the monitor id is:
< target_name>
NOTE:
Do not use xml special characters (",',<,>,&) in the fields used to compose the
monitor_id. Using these characters will cause problems in treating the samples in
APM.
You can either create/change the assignments or change existing Health Indicators
attached to specific CIs:
l In Service Health: To change/create assignments, go to Admin > Service Health >
Assignments > KPI/Health Indicator Assignments. To apply the change on
existing CIs, select the assignment and click Synchronize CI Type. For details, see
l In Service Level Management: You can either create/change the assignments or
change existing Health Indicators attached to specific CIs. To change/create
assignments, go to Admin > Service Level Management > Assignments >
KPI/Health Indicator Assignments. To apply the change on existing CIs, select the
assignment and click Synchronize CI Type. For details, see Edit Integration Dialog
Box, on page 1505.
d. Display the view:
A predefined view already exists for the out-of-box integrations.
A new view is automatically created whem creating a custom integration. The name of the
view is the same as the name of the data source used in the integration.
The view displays the following:
l EMS Monitor CIs that were created by the EMS integration.
l CIs that were created by the EMS integration and that have a relationship to the above

EMS Monitor CIs.

l All hosts with a relationship to either of the CIs mentioned above.
TIP:
Do not edit or change the view – parts of the view are hidden in RTSM. To view the
integration topology in a different way, create another view.
The OM (Legacy), Service Manager, and NetScout integrations are out-of-the-box

integrations that enable the user to view OM (Legacy), Service Manager, and NetScout
data in APM. For details on specific integrations, refer to the APM section in the Software
Solution and Integration Portal
For examples, see How to Create a Node - Running Software Integration – Use-Case
Scenario, on the next page.
5. View status in Service Health and Service Level Management

For event and ticket samples, you can view the data and statuses in the views created by the
integration.
You can see the statuses corresponding to metric samples mapped with SiteScope Topology
scripts, in the System Monitors view and System Hardware Monitoring views in Service
Health and Service Level Management. You can also use the System Monitors view to view
statuses, if you do not use SiteScope topology but report SiteScope monitors instead.
You must create a view that includes the relevant CIs, to view the statuses corresponding to
metrics samples mapped with Custom or No topology scripts.
6. View data in the Event Log (for monitor configured with event or ticket samples)
After you defined monitors in System Availability Management Administration, you can see
data in the Event Log and in Service Health.
For details about the Event Log, see Event Log in the APM User Guide.
For details about Service Health, see Monitoring your Environment with Service Health in the
APM User Guide.
7. Assign group permissions (for monitor configured with metrics samples that
reports SiteScope monitors in the topology)
If you configure a generic integration monitor with a Metrics field mapping, you must assign for
each defined user, permissions to view SiteScope groups and their subgroups in System
Availability Management reports and custom reports. For more information, see Permissions in

How to Add CITs and Relationships to a

Relationship Map
This section explains how to sketch the relationships map to help you when you define the assignment
in the HI and KPI Assignments area. You sketch the map by adding CI Types (CITs) and
relationships to the map.
To add CITs and relationships to a relationship map:
1. Select Admin > Integrations > EMS Integrations, and select an existing integration or create a
new one.
2. In the Edit Integration dialog box, click CI Relationships Map.
3. In the CIT Relationships Map dialog box, you can:
a. Add a CIT to the map, by selecting the required CI Type from the tree in the left pane and
dragging it to the right pane or by clicking the Add selected CITs to Query button in the
toolbar of the CI Types tree in the left pane.
b. Add a relationship between two CITs, by selecting two CITs in the right pane and right-clicking
to display a list of the available relationships, or by clicking the Create Relationship icon and
drawing a line between the required CITs. The Select Relationship Type dialog box opens.
Select the required relationship type. For details, see "Select Relationship Type Dialog Box" in
the Modeling Guide. For details about the different relationships, see "Shortcut Menu Options"
in the Modeling Guide.
4. Click OK. The selected CITs are linked by the relationship you have selected.
For user interface details, see CIT Relationships Map Dialog Box, on page 1509.
How to Create a Node - Running Software

Integration – Use-Case Scenario
To create a Node - Running Software integration:
1. Integrate APM and the appropriate SiteScope. To specify the name of the host, select Admin >
System Availability Management. Right-click Summary and select New SiteScope. In Main
Settings, enter the name of the integration in the Display Name box and the name of the host in
the Host Name box. Note that you might need other settings. For user interface details, see
New/Edit SiteScope Page, on page 1240.
2. Select Admin > Integrations > EMS Integration Admin, and click to open the Add Integration
dialog box. Enter emsExample in the Data Source box and in the Name box, select Node -
Running Software in the Type list, and enter a description in the Description box.

3. In the CI Relationships area, click CI Relationships Map to display the sketch of relationships
for a typical Node - Running Software integration.
4. In the System Availability Management area, click System Availability Management to open the
Summary page of System Availability Management in a new window. In that page, perform the
following:
l Select the relevant SiteScope.
l Create a new group EMS.
l Under the new monitor, select the Technology Log File Integration monitor to open the New
Technology Log File Integration monitor page. Enter the following values:
o In Log file path name: enter the location of the log file; c:\emsLog.txt.
o In Content Match, use the following example:
/(.*),(.*),(.*),(.*),(.*),(.*)/
It should match the structure of the log file; for example:
8,event8,1,espresso,emsLog,app
8,event8,1,espresso,emsLog,app
o In Fields mapping, click Load and enter the relevant values:

o In Topology Settings, select the Node - Running Software topology and click Load.
l Click Save.
l Test the script to view the expected results of the monitor. To activate, click Test Script in the
Field Mapping or Topology Settings panes.
For additional information about the monitor, see Technology Log File Integration Monitor in
SiteScope Monitor Reference Guide in the SiteScope help.
5. In the Health Indicator and KPI Assignments area, click the Health Indicator Assignments
tab, and make sure the assignments are all running. Do the same with the KPI assignments in the
KPI Assignments tab.
6. In the View Results area, click Integration Results, to display the topology of the default view
named after the name you gave in the Data Source box in the steps above.
The integration is complete.
7. Select Applications > Service Health, in the 360 tab, select the emsExample view. The topology
of the new view is displayed with data.
8. Select Applications > Service Health, in the Top Ring tab, select the emsExample view. The
topology of the new view is displayed with data.

How to Integrate OBM Events to APM via EMS

The following describes how to integrate OBM events to APM via SiteScope EMS (Technology
Integration monitors). This channel replaces the Event Forwarding capability of OBM since APM can
no longer process events. The use case for this integration is driven from SLM. This integration is
needed if you want to create SLAs for CIs which are monitored by events in OBM.
The following describes a limited integration (only events which resolve to a node or sub-types of
nodes), but can be easily enhanced for other CI types.
Prerequisites
l SiteScope 11.31 or later (with Technology Integration monitors). EMS was disabled in previous
versions.
NOTE:
The SiteScope server needs to integrate with APM server.
l APM 9.50
l OMi 10.x or later. This approach will work with an external database or a database from another
vendor.
l Add Postgresql driver to SiteScope.
1. Download the driver from: http://jdbc.postgresql.org/download.html and place it in:
$SiteScope_directory/WEB-INF/lib/. Example: postgresql-9.4.1207.jre6.jar
l Add MSSQL driver to SiteScope.
1. Download the driver from: https://www.microsoft.com/en-us/download and place it in:
$SiteScope_directory/WEB-INF/lib/. Example: sqljdbc4-2.0.jar
l Add Oracle driver to SiteScope.
1. Download the driver from: http://www.oracle.com/ and place it in : $Sitescope_
directory/WEB-INF/lib/. Example: ojdbc6.jar
l If you are using OMi 10.10 or later, the remote connection to the Embedded Postgres database is
enabled. For earlier OBM versions, you need to enable it manually.

APM/BSM Setup
1. In APM, click Admin > Integrations > EMS Integrations Admin.
2. Create a new integration with the following information:
l Data Source – unique identifier of the integration, will be used later
l Name – any logical name for the integration
l Description – any logical description for the integration
l Type – select Node, since this example describes how to integrate events which resolve to
Nodes (or sub-types of it). A similar approach can be used for Node – Running Software or
Custom Integration (but not for Tickets).
o If the type is Node – Running software , add integration.
NOTE:
Make sure in the Integration view the Business Rule should be EMS Events Availability
for Health Indicator and ci_type won’t force in HI Selector (Delete th ci_type from selector) .

3. In the Edit Integration dialog box, you can:

l Click CI Relationships to open the TQL editor if you want to fine-tune the topology created by
your monitor.
l Click System Availability Management to open SAM Admin and create or modify the EMS
monitor (see SiteScope Setup, below).
l In the HI and KPI Assignments section you can configure which Indicators to assign to the
EMS Monitor CI which will then propagate to the Node. You can configure both Service Health
and SLM Indicators in this panel.
l View results. If your integration is already running, you will see the Nodes which were created
by it. The Same results are available from the RTSM view with the same name as your data
source.
SiteScope Setup
1. In SiteScope, create a new monitor (within a group).
2. Select SiteScope Technology Database Integration Monitor and populate these properties:

l Database connection URL: jdbc:postgresql://<DB server>:<DB port>/event

For example: jdbc:postgresql://catvmomi10va.ftc.hpeswlab.net:5433/event
l Database driver: org.postgresql.Driver
l Database user name and password of a user with read access
l EMS time difference: Since OBM stores the events in UTC timezone (GMT +0), you need to
populate the time difference of the APM server (otherwise, samples may be ignored by APM
WDE).
l Frequency: 5 minutes (or any other value)
NOTE:
For more information about creating EMS Monitor for Oracle and MSSQL Databases and
creation of EMS monitors, see SiteScope documentation SiteScope Documentation
3. In EMS Query settings for node based CI Type, enter the following:
l Select: id,title,state,severity,category,subcategory,related_ci_id,related_ci_type,time_
created,time_received,eti_indicator_id,eti_value_id,nodehints_dnsname
NOTE:
You can add more field if you need to.
l From: all_events
l Where: (related_ci_type='unix' or related_ci_type='nt' or related_ci_type='node')
NOTE:
This filtering is due to the integration type selected in EMS Integration (Node). If you
select other type, you will need to filter other CI Types
l Enumeration field: time_received

l Enum field type: DATE
l Initial enum value: 2015-01-01 00:00:00.000
NOTE:
The date can be any date before the first event.
l Max rows: 100
NOTE:
A value that is too high will impact the SiteScope performance. A value that is too low
will miss some events from the database.
4. EMS Query settings for running software:

l Select: id,title,state,severity,category,subcategory,related_ci_id,related_ci_type,time_
created,time_received,eti_indicator_id,eti_value_id,nodehints_dnsname
l From: all_events
l Where: (related_ci_type='unix' or related_ci_type='nt' or related_ci_type='<type>') Example:
(related_ci_type='unix' or related_ci_type='nt' or related_ci_type=’oracle’).
NOTE:
This filtering is due to the integration type selected in EMS Integration (Running Software).
l Enumeration field: time_received

l Enum field type: DATE
l Initial enum value: 2015-01-01 00:00:00.000
NOTE:
The date can be any date before the first event.
l Max rows: 100
NOTE:
A value that is too high will impact the SiteScope performance. A value that is too low will
miss some events from the database.
5. In the Field Mapping section:

For embedded PostgreSQL/MSSQL DB’s related monitors, enter the following:
l Data type: Legacy Events (then click Load File)
l time_stamp: DOUBLE=str_to_seconds($time_received,"yyyy-MM-dd HH:mm:ss.SSS")
l severity: INT=("NORMAL".equals($severity)) ? SEVERITY_INFORMATIONAL :
("WARNING".equals($severity)) ? SEVERITY_WARNING : ("MINOR".equals($severity)) ?
SEVERITY_MINOR : ("MAJOR".equals($severity)) ? SEVERITY_MAJOR :
("CRITICAL".equals($severity)) ? SEVERITY_CRITICAL : SEVERITY_UNKNOWN
l target_name=$nodehints_dnsname
l status=$state
l subject=$related_ci_id
l instance=$related_ci_id
l description=$title
l data_source=”<the EMS Integration Data Source>”
l event_id=$id

NOTE:
Do not change the values in the remaining fields.
6. In the Oracle Related Monitors section:

l Data type: Legacy Events (then click Load File)
l time_stamp: DOUBLE=str_to_seconds($time_received,"yyyy-MM-dd HH:mm:ss.SSS")
l target_name=$nodehints_dnsname
l status=$STATE
l subject=$RELATED_CI_ID
l instance=$RELATED_CI_ID
l description=$TITLE
l data_source=”<the EMS Integration Data Source>”
l event_id=$ID
l Keep the remaining fields as is.
7. In the Topology Settings section:
a. Verify that the Topology script is Node.
b. Click Load Script. If you selected Custom for the EMS Integration Type, you will need to
provide the Jython script to create the topology from the events.
8. Save and Verify your monitor.
How to Create SLA on EMS Monitors

Perform the following steps to create SLA on EMS monitors:
1. Go to Admin > Service Level management. Click New.

2. Fill all the fields. Click Next.

3. Select the integration view in Browse views tab.
4. Select Node/CI to create SLA’s. Click Next.

5. Click Next. Click OK to complete SLA configuration.

EMS Integration Administration User Interface

l Add Integration Dialog Box, below

l Edit Integration Dialog Box, on the next page
l CIT Relationships Map Dialog Box, on page 1509
l EMS Integrations Admin Page, on page 1510
Add Integration Dialog Box

This dialog box enables you to create a new integration.
To access Admin > Integrations > EMS Integrations Admin, and click the New Integration
button.
For user interface details, see EMS Integrations Admin Page, on page 1510.
Relevant How to Integrate Data from Third-Party Sources (EMS Data) into Application
tasks Performance Management, on page 1490
See also EMS Integrations, on page 1487
The initial dialog box includes the following elements:

(A-Z)
Data Enter the name of the integration data source when you create a custom integration.
Source
Note: The same data source must be used in the field mapping in the integration
monitor. For details, see System Availability Management Area in Edit Integration
Dialog Box, below.
Name The name of the integration. The name of the integration is displayed in the EMS
Integrations page.
Description A description of the integration you are adding. The description of the integration is
displayed in the EMS Integrations page.
OK Opens the Edit Integration dialog box where you can enter the integration details.
Type Select the type of integration you want to create. Select:
l Node. To create a node integration that adds nodes or reconciles the new nodes
with existing nodes.
l Node - Running Software. To create a node and running software integration.
l Tickets. To create a business service connected to EMS monitor entities.
For details, see Understanding Computer, Tickets, or Computer - Running
Software Integration Types, on page 1488.
l Custom Integration. To create an integration with a topology created by a script
the user defined in the monitor (not one of the predefined topologies created by
predefined topology scripts like "Node"). This topology generally contains EMS
Monitor CIs and other CIs the user wants to report.
Note: When you select Node, Tickets or Node - Running Software, after you click
the OK button, new KPI and Health Indicator assignments are automatically created
in EMS. These assignments refer to the CI Type that is reported in the topology
according to the integration type (for example, for the Node type, a Node CI).
Edit Integration Dialog Box

This dialog box enables you to edit an existing integration or to enter the details of a new integration.
To access Admin > Integrations > EMS Integrations Admin, select an integration, and click
the Edit button.
Important l Complete each step of the procedure before starting on the next one.

information l Do not remove the data source when editing an integration.

l You can find detailed information about supported APM integrations in the
See also EMS Integrations, on page 1487
Integration Main Settings

Data Source The name of the integration data source.
Description The description of the integration.
Name The name of the integration.
CI Relationship Area
Click the CI Relationships Map link to open the CIT relationship map dialog box where you can
sketch the relationship map for the integration. This sketch is useful to help you draw which CI
types are created and where the EMS monitors are located. This is only for illustration. For details,
see CIT Relationships Map Dialog Box, on page 1509.
System Availability Management Area

Click the System Availability Management link to open the System Availability Management
application where you can define the integration monitor for one of the out-of-box integrations or a
new monitor for a new integration. The type of integration monitor is determined by the way the data
is extracted or received (database, web service, log , SNMP). For details, see Create an EMS
integration (for Event or Ticket Samples), on page 1491 and see System Availability Management
Administration Overview, on page 1225.
l To set up the Service Manager Monitor, see Service Manager Monitor in SiteScope Monitor
Reference Guide in the SiteScope help.
l To set up the NetScout Event Monitor, see NetScout Event Monitor in SiteScope Monitor
Reference Guide in the SiteScope help.
l To set up the Technology SNMP Trap Integration monitor, see Technology SNMP Trap
Integration Monitor Overview in SiteScope Monitor Reference Guide in the SiteScope help.

l To set up the Technology Database Integration Monitor, see Technology Database Integration
Monitor Overview in SiteScope Monitor Reference Guide in the SiteScope help.
l To set up the Technology Log File Integration monitor, see Technology Log File Integration
Monitor Overview in SiteScope Monitor Reference Guide in the SiteScope help.
l To set up the Technology Web Service Integration monitor, see Technology Web Service
Integration Monitor Overview in SiteScope Monitor Reference Guide in the SiteScope help.
Limitation: If you have previously defined a SiteScope using this option and you reopen System
Availability Management, the application does not display the SiteScope you have previously
defined.
HI and KPI Assignments Area

This area enables you to specify the health indicator and KPI assignments defined for the current
EMS integration.
CI Types Pane
This pane displays a hierarchy of CI types. You can select a CI type to view its assignments, edit
an assignment, or add an assignment to the CI type.
UI Description
Element
(A-Z)
<CI Displays the hierarchy of the CI Types in the RTSM. You can select only System
Types> Monitor CI Types, or EMS Monitor CI Types.
Filter This filter enables you to display, depending on your selection:
l Show all assignments. All assignments and propagation rules (default setting).
l Show valid assignments only. Only valid assignments.
l Show invalid assignments only. Only invalid assignments. If you want to
resolve invalid assignments, open each assignment for editing. The dialog box that
appears contains details on what needs to be fixed in the assignment definitions.
Assignments Pane
This pane displays details regarding the KPI and health indicator assignments for the CIT selected
in the CI Types pane. Depending on the type of CIT, the assignment can be a Service Health
assignment or an SLM assignment. Each type of assignment is displayed in its own table. Each

table includes two tabs: KPI Assignments, and Health Indicator Assignments. Select a tab to
display and configure the corresponding assignments. Within each table, each line represents one
assignment on the selected CIT.
Important If you do not have a Service Level Management license, you cannot create
information SLM assignments.
(A-Z)
Add. Click to create:
l In the Health Indicator Assignment tab, a health indicator assignment. For user
interface details, see Add/Edit Health Indicator Assignments for CI Type
l In the KPI Assignments tab, a KPI Assignment. For user interface details, see
Add/Edit KPI Assignments for CI Type Dialog Box, on page 186.
Duplicate.Click to copy a selected assignment, and open the copy for editing.
Edit. Click to edit:
l In the Health Indicator Assignment tab, a health indicator assignment. For user
interface details, see Add/Edit Health Indicator Assignments for CI Type
l In the KPI Assignments tab, a KPI Assignment. For user interface details, see
Add/Edit KPI Assignments for CI Type Dialog Box, on page 186.
Delete.Click to delete one or more selected assignments. Assignments that are

inherited from parent CITs cannot be deleted on the child CIT, but only on the
parent CIT.
Restore to default.Click to restore a selected overridden assignment to its

original settings.
Select all. Select all the assignments.
Clear Selection. Clear the selection of assignments.
Start. Click to start running a selected assignment on existing CIs, and on new
CIs.
Stop. Click to stop running a selected assignment.

(A-Z)
Synchronize CI Type. Click to run assignments on the existing CIs of the

selected CI Type. If you are working with the KPI Assignments tab the KPI
assignments are run; if you are working with the Health Indicator Assignments
tab the health indicator assignments are run.
Refresh. Click to refresh the Assignments pane display.
Change visible columns. Click to open the Choose Columns to Display dialog
box where you can select the columns you want to display in the table.

Name
Health Within the Health Indicator Assignments tab, contains a list of the health
Indicators indicators that are assigned to CIs of the selected CIT, based on the assignment.
KPIs Within the KPI Assignments tab, contains a list of the KPIs that are assigned to
CIs of the selected CIT, based on the assignment.
attribute.
CIs.
View Results Area

Click the Integration Results link to open the View Results page that displays the view
corresponding to the integration you have created. The view includes all the CIs that were created
by the integration.
CIT Relationships Map Dialog Box

This dialog box enables you to add elements and relationships to the CIT relationships map.
To access Click Define the CIT relationships map in the Add Integration Dialog Box.

Important Sketch the relationships map to help you when you define the assignment in the HI
information and KPI Assignments area.
For details on how to work with the relationships map, see How to Add CITs and
Relationships to a Relationship Map, on page 1495.
For details about the toolbar, see "Toolbar Options" in the Modeling Guide.
For details about the right-click options, see "Shortcut Menu Options" in the
Modeling Guide.
EMS Integrations Admin Page

This page lists existing EMS integrations, and enables you to define new integrations or edit existing
ones. In addition, the page can also display legacy integrations of type Host-Application.
To access Admin > Integrations > EMS Integrations Admin
Important This page also enables you to access the Service Manager and NetScout predefined
information SiteScope monitor definitions and assignments used in the integrations of Application
Performance Management with those products.
l You can find detailed information about supported APM integrations in the
l Instructions on setting up specific integrations can be found in the Software
Support site (https://softwaresupport.softwaregrp.com/).
Legacy Host-Application integrations are displayed in this page for backward
compatibility with legacy EMS integrations. Note that you cannot create new
integrations of that type.
(A-Z)
New. Opens the Add Integration dialog box opens where you can create a new
integration.
For user interface details, see Add Integration Dialog Box, on page 1504.

(A-Z)
Edit. Opens the Edit Integration dialog box where you can edit the selected
integration.
For user interface details, see Edit Integration Dialog Box, on page 1505.
Delete. Deletes the selected integration. When you delete the integration, the
assignments, view and TQLs created for it are automatically deleted as well.
Note:You cannot delete out-of-the-box integrations.
Description The description of the integration.
Name The name of the integration.

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Application Performance Management (9.50) Page 2 of 1512

Application Performance Management (9.50) Page 3 of 1512

Application Performance Management (9.50) Page 4 of 1512

Part 1: Service Health 27

Chapter 2: Customizing the Service Health Application 34

Chapter 7: Setting up KPIs and HIs 58

Chapter 8: Working With Health Indicators 76

Application Performance Management (9.50) Page 5 of 1512

How to Create an Event Based on CI Status Changes - Use-Case Scenario 81

Chapter 9: Customizing CI Indicator Settings in a View 85

Chapter 15: Creating Breakdowns in Local Impact Views 129

Chapter 16: Setting Up a Custom Image 141

Chapter 17: CI Status Alerts Administration 146

Application Performance Management (9.50) Page 6 of 1512

Create New/Edit SNMP Trap Dialog Box 167

Chapter 18: Customizing KPI and HI Assignments 179

Chapter 19: Customizing KPI Propagation 209

Chapter 20: Repositories Overview 224

Chapter 21: KPI Repository 231

Application Performance Management (9.50) Page 7 of 1512

List of Formatting Methods 246

Chapter 22: Indicator Repository 250

Chapter 23: Customizing KPI and HI Calculation Rules 265

Chapter 24: Understanding the Service Health Calculation Rules 310

Chapter 25: Context Menu Repository 363

Application Performance Management (9.50) Page 8 of 1512

List of Context Menu Actions 369

Part 2: Service Level Management 401

Chapter 27: Introduction to SLM Administration 403

Chapter 28: Agreements Manager - Creating SLAs 406

Application Performance Management (9.50) Page 9 of 1512

Imported Transaction Thresholds 429

Chapter 29: Services Manager 501

Application Performance Management (9.50) Page 10 of 1512

Service Topologies 502

Chapter 30: Retroactive SLA Data Corrections 513

Chapter 31: Service and CI Offerings 525

Chapter 32: Indicator Assignments and Propagation 543

Application Performance Management (9.50) Page 11 of 1512

KPI Assignments Page 561

Chapter 33: Calendars for SLAs 585

Chapter 34: Outages 598

Chapter 35: Integration with Service Manager 602

Chapter 36: SLA Alerts Administration 609

Application Performance Management (9.50) Page 12 of 1512

Alerts MIB Varbinds 612

Chapter 37: Event Template for SLA Alerts 629

Chapter 38: KPI Repository 639

Chapter 39: Indicator Repository 648

Chapter 40: Business Rule Repository 650

Application Performance Management (9.50) Page 13 of 1512

Examples of the EMS Events Availability Rule 698

Part 3: End User Management 708

Chapter 42: End User Management General Administration 710

Application Performance Management (9.50) Page 14 of 1512

Select Context Page 740

Chapter 43: Business Process Monitor Administration 770

Application Performance Management (9.50) Page 15 of 1512

Default Functions at Start of Script 788

Application Performance Management (9.50) Page 16 of 1512