Operations and Monitoring Guide

Transcription

1 Operations and Monitoring Guide Version 8.3 Mobile Service Manager

2 Legal Notice This document, as well as all accompanying documents for this product, is published by Good Technology Corporation ( Good ). Good may have patents or pending patent applications, trademarks, copyrights, and other intellectual property rights covering the subject matter in these documents. The furnishing of this, or any other document, does not in any way imply any license to these or other intellectual properties, except as expressly provided in written license agreements with Good. This document is for the use of licensed or authorized users only. No part of this document may be used, sold, reproduced, stored in a database or retrieval system or transmitted in any form or by any means, electronic or physical, for any purpose, other than the purchaser s authorized use without the express written permission of Good. Any unauthorized copying, distribution or disclosure of information is a violation of copyright laws. While every effort has been made to ensure technical accuracy, information in this document is subject to change without notice and does not represent a commitment on the part of Good. The software described in this document is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those written agreements. The documentation provided is subject to change at Good s sole discretion without notice. It is your responsibility to utilize the most current documentation available. Good assumes no duty to update you, and therefore Good recommends that you check frequently for new versions. This documentation is provided as is and Good assumes no liability for the accuracy or completeness of the content. The content of this document may contain information regarding Good s future plans, including roadmaps and feature sets not yet available. It is stressed that this information is non-binding and Good creates no contractual obligation to deliver the features and functionality described herein, and expressly disclaims all theories of contract, detrimental reliance and/or promissory estoppel or similar theories. Legal Information Copyright All rights reserved. All use is subject to license terms posted at legal. GOOD, GOOD TECHNOLOGY, the GOOD logo, GOOD FOR ENTERPRISE, GOOD FOR GOVERNMENT, GOOD FOR YOU, GOOD APPCENTRAL, GOOD DYNAMICS, SECURED BY GOOD, GOOD MOBILE MANAGER, GOOD CONNECT, GOOD SHARE, GOOD TRUST, GOOD VAULT, and GOOD DYNAMICS APPKINETICS are trademarks of Good Technology Corporation and its related entities. All third-party technology products are protected by issued and pending U.S. and foreign patents. Operations & Monitoring Guide 2

3 Contents 1 Introduction 7 About Good MSM 7 About the Ops Dashboard 7 2 Operations Tab 8 User Roles 9 Requirements 9 Performing Cross-Platform Dashboard Searches 9 Good MSM Incident Management Overview 11 Supported Platforms 12 Incident Management Dashboards and Panels 13 ActiveSync Operations Dashboard Overview 14 BlackBerry Enterprise Server Operations Dashboard Overview 15 Good Mobile Messaging Operations Dashboard Overview 16 Good Dynamics Dashboard Overview 17 Server Analysis Panels for ActiveSync, BlackBerry and Good Mobile Messaging 18 GFE High Availability (HA) Pairs 21 Loading Analyzers 21 Users in Critical 22 Carrier with Devices Pending - BlackBerry Enterprise Server and Good Mobile Messaging Only 22 Mailbox Servers 22 Platform-Specific Dashboard Features 23 ActiveSync Incident Management (IM) 23 Editing Connections 24 Operations & Monitoring Guide 3

4 BlackBerry Enterprise Domain Servers IM 29 Renaming Groups 30 Adding BES to a Group 31 Removing BES from a Group 31 Deleting a Group 32 BES Domains and Groups 32 Viewing BES Domain or Group Information 32 Mail Servers with Hung Threads 33 Using Reports to View Additional Carrier, Server and User Information 34 Viewing Additional Mail Server Information 34 Using the Good Dynamics Dashboard 35 Monitored Element Roles 35 Relational data 36 Monitored Element Naming Conventions 37 Viewing Status Changes 38 Using the GD Cluster Drill-down 39 Key Performance Indicators: Area and Line Charts 40 Key Performance Indicators (KPI) Details 41 Filtering in the Cluster Drill-down 43 KPI Totals and Metrics 44 Viewing the Good Dynamics Events Console 45 Dashboard Drill-downs - ActiveSync and Good Mobile Messaging only 47 User Groups 47 Error Metrics 47 Platform Servers 48 Mailbox Servers 48 User Error Levels 48 Operations & Monitoring Guide 4

5 Error Levels 48 Viewing Additional User/Server Information 49 Creating Dynamic Searches with Drill-down Filters 51 Viewing Error Details for Servers and Users 51 User Groups 52 Mailbox Servers 52 User Error Levels 53 Mailbox Servers with Users in Error 53 Exporting Results as CSV files 54 Viewing the Events Console 55 3 Analysis Console (BES only) 57 Overview 57 User Roles 57 Navigation Links 59 All Users/User Status Tab 61 User Service Errors Tab 62 User Inventory Tab 64 User Detail Tab 67 User Info Section 68 User Summary Table 69 User Hung Threads Tab 73 User Service Errors Tab 74 User Pending Messages Tab 75 BES Reports 83 Carrier Detail Tab 107 Removing Filters 113 System Health Notifications 116 Operations & Monitoring Guide 5

6 01 Introduction About Good MSM Good MSM is a comprehensive mobile user monitoring platform that monitors the service provided to smartphone users, including the BlackBerry Enterprise Server (BES), Mail Server (Exchange and/or Domino ), Good Mobile Management, and wireless carriers used to provide mobile communication services to users. Good MSM s real-time end-to-end monitoring detects errors, trends, and warning signs that may impact user service levels and performance. Good MSM provides alerting and deep analytics to BES Administrators, Operations, and Messaging teams to proactively warn of impending risks to performance or outages. Good MSM also provides an intuitive Service Desk console that empowers Support Personnel to quickly identify and resolve issues affecting a mobile user and monitor their real-time messaging health. About the Ops Dashboard This guide provides system description and engineering information and includes step-by- step instructions for using the features of the Operations (Ops) Dashboard, including reporting features. This guide contains the following sections: Operations Dashboard Interface Overviews Incident Management Analysis Console Operations & Monitoring Guide 6

7 02 Operations Tab The Operations Module provides an enterprise-wide view of the mobile user environment and identifies the operational status for the following elements: BlackBerry Enterprise Servers (BES) - Provides key performance indicators for the BES domain and any custom groups. Exchange ActiveSync - Provides key performance indicators for the CAS domain and any custom groups. Users - Provides user severity status information for the overall system and for users assigned to Custom User Groups. Mail Servers - Identifies mail servers with degraded service quality. Carriers - Identifies carriers with degraded service quality. GMM - provides performance indicators for the Good Mobile Messaging platform if it has been installed. GD- Provides key performance indicators for Good Dynamics platform and presents relational monitored element data. These status codes map to those used in the Ops Dashboard and detail reports for user activity. If the status of an element is anything other than normal, the appropriate status indicator displays next to its name. Elements with a normal status do not display any color. Elements with an abnormal status are monitored and can be viewed by clicking the System Health links found in Server Detail Pages, or by clicking the System Health Issues Indicator link. The Operations module is divided into the following dashboards: ActiveSync Ops Dashboard BlackBerry Ops Dashboard Good Dynamics Dashboard Good Messaging Ops Dashboard Operations Analytics Console (For more information about this console, see the Good MSM Application Analytics User Guide.) The following sections describe these dashboards. Ops Dashboard User Guide 7

8 Operations Dashboard User Roles Good MSM users have defined user roles. The following table describes User Roles and which Good MSM applications may be viewed. Role Good MSM Administrator BES Operations Can view all Good MSM applications including the Service Desk, Analysis Console, Admin Console and Ops Dashboard Can view the Service Desk and Ops Dashboard The Ops Dashboard may be viewed by the Good MSM Administrator and BES Operations User Roles. Requirements The following table lists the browser requirements for viewing the Ops Dashboard. Requirements Version Internet Browser Internet Explorer 9 &11, Mozilla Firefox (latest). Flash Player Flash Player 10x. Performing Cross-Platform Dashboard Searches The Ops Dashboard includes a search feature that can be used to search for mobile users. The Search bar is located at the top of the Ops Dashboard. It is identical to the Service Desk Console Search box. Possible search criteria includes: Operations & Monitoring Guide 8

9 Operations Dashboard The user s First or Last Name The user s address The device phone number The device PIN The device platform The platform server name The carrier name The group name The liability name To search, type in the search text, or the first few letters of the search text, and press the <Enter> key. Blank spaces cannot be used. The search results will display. Click a user to view details, user health, trends and data. See the Service Desk Console Guide for more information. Operations & Monitoring Guide 9

10 Operations Dashboard Good MSM Incident Management Overview Good MSM offers Incident Management for supported platforms such as Blackberry, Good for Enterprise (GFE) and ActiveSync (AS). Incident Management is comprised of a series of platform dashboards, panels and drilldowns all designed to provide in-depth performance monitoring and status reporting for devices and platform servers. Visible dashboards will be contingent upon the platforms licensed by Good MSM. Changes in health and status can be viewed in a series of panels located on each dashboard. Each panel leads to a drill-down equipped with detailed data to resolve performance issues. Operations & Monitoring Guide 10

11 Operations Dashboard Supported Platforms ActiveSync Incident Management (ASIM) ASIM provides detailed monitoring for the following components: Servers and Key Performance Indicators (KPIs) Users with high command volume Users with errors on their devices Mailbox servers health Groups System Health Connection Sources BlackBerry Incident Management (BBIM) BBIM provides detailed monitoring for the following components: Carriers Mailbox Servers with hung threads Users with errors on their devices Mailbox server health Groups System Health Good Mobile Messaging Incident Management (GMMIM) GMMIM provides detailed monitoring for the following components: Carriers Users with errors on their devices Mailbox server health Groups System Health Good Dynamics (GD) provides detailed monitoring for the following components: Cluster Proxy Apps App servers Operations & Monitoring Guide 11

12 Operations Dashboard Incident Management Dashboards and Panels Dashboards provide a view of a collection of data panels for platforms such as ActiveSync, Blackberry, Good Dynamics Management and Good Mobile Messaging. Panels provide quick access to monitor specific servers, devices and user status information at-a-glance. Dashboard panels typically show the total percentage of users (for a particular metric) versus the number of those users devices with errors (warning and critical). Panel details will vary slightly by platform. Server and group names serve as clickable links to provide entry to drill-downs. Operations & Monitoring Guide 12

13 ActiveSync Operations Dashboard Overview Oerations Cross-Platform Search Bar: Accepts free text entries to search for s, device PINs, and server, user,group and carrier names. System Health Alerts: Displays system health alerts, the time it occurred and a details button to retrieve additional alert information. Server KPI panel : Displays performance and health metrics for listed servers Users in Critical panel: Displays the percentage of users in critical status by user group. Mailbox Servers with Users in Error: Displays the percentage of users with any errors by the listed mailbox server Users with High Command Volume: Shows the percentage of users with devices that are processing excessive commands. Connection Source panel: Displays the current number of connections versus the normal number of connections by source. Operations & Monitoring Guide 13

14 BlackBerry Enterprise Server Operations Dashboard Overview The figure below identifies the key components and metrics associated with the BlackBerry Enterprise Server (BES) dashboard. Each panel has clickable links that open drill-downs with additional data for users and servers. Cross-Platform Search Bar: Accepts free text entries to search for s, device PINs, and server, user,group and carrier names. BB Side Panel: filters display checked servers and allows server group creation System Health Alerts: System health alerts display in a banner at the top of the page.alerts provide the time the health event occurred and a details button to retrieve additional information. Server KPI panel : Displays performance and health metrics for listed servers Users with Service Errors: Displays the percentage of users with errors versus the total number of users in the listed group. Mail Servers with Hung Threads: Displays the percentage of hung threads by server against the total number of hung threads Carriers with Devices Pending: Displays the percentage of devices with pending messages by the listed carrier. Operations & Monitoring Guide 14

15 Good Mobile Messaging Operations Dashboard Overview The figure below identifies the key components and metrics associated with the Good Mobile Messaging (GMM) dashboard. Each panel has clickable links that open drill-downs with additional data for users and servers. Cross-Platform Search Bar: Accepts free text entries to search for s, device PINs, and server, user,group and carrier names. Server KPI panel : Displays performance and health metrics for listed servers System Health Alerts: System health alerts display in a banner at the top of the page.alerts provide the time the health event occurred and a details button to retrieve additional information. Users with Service Errors: Displays the percentage of users with errors versus the total number of users in the listed group. Carriers with Devices Pending: Displays the percentage of devices with pending messages by the listed carrier. Operations & Monitoring Guide 15

16 Good Dynamics Dashboard Overview The Good Dynamics Dashboard provides a single pane within the MSM Web Console to monitor Good Proxy server and app health. The GD dashboard includes two drill-downs for an in-depth view of server key performance indicators and a separate drill-down for critical and warning events generated within the system. Badges: Show the number of monitored elements with events/errors. Operations Dashboard Guide System Events: To view systemwide events select the gear. When new system events or alerts appear, go to the system events dashboard for more information. Good Proxy Clusters: May be expanded to show all GP servers within the cluster. Top-level view displays the number of servers in the cluster and cluster health. Double-click to drill-in. Current Events: This column shows all current/active GD dashboard events and provides access to the Events Console. Relational Elements: Blue bounding boxes indicate related elements on the dashboard. Good Enterprise Mobility Servers : All monitored GEMS Apps: This columns shows monitored enterprise applications and those impacted by errors. Good Control Servers: All monitored Good Control servers.

17 Server Analysis Panels for ActiveSync, BlackBerry and Good Mobile Messaging ActiveSync Client Access Servers KPIs The following table describes the associated KPIs for the platform server(s) shown above. Performance Indicator Host Availability Services Availability Devices with Connection Errors Error Count Devices with Errors Identifies if the host operating system is up and responsive to WMI queries. Identifies if critical Client Access Server services are up and responsive to WMI queries. Calculated percentage of devices synchronizing that have had connections abnormally terminated and have yet to reconnect. Number of service errors reported. Percentage of devices experiencing service related errors. Operations & Monitoring Guide 17

18 Operations Dashboard Performance Indicator Connected Devices Syncs Devices with Queue Full Error Average Sync Time Number of devices which have had ActiveSync connectivity in last 30 minutes. Number of syncs performed on the server in the past three minutes. Percentage of devices encountering the ActiveSync error "Queue Full" which indicates excessive IIS workload. Average time taken by sync activities. BlackBerry Enterprise Domain Servers KPIs The following table describes the associated KPIs for the platform server(s) shown above. Performance Indicator Agent Lifecycle SRP Status Error Count Users with Errors Users Pending Trend line that displays points in time when one or more of the BES messaging agents have been stopped. Trend line representing SRP service failures. Sustained outages will effect service. An trends up, and an _ trends down. Number of BES service errors reported. Percentage of users experiencing service related errors. Percentage of users on the BES with a pending message. Operations & Monitoring Guide 18

19 Operations Dashboard Performance Indicator Hung Threads Outbound Volume Inbound Volume Delivery Speed Messages Rescanned (Exchange Only) Total number of unresponsive threads. Messages per minute delivered to user devices, indicative of volume or load. Messages per minute being sent from user devices, indicative of service level experienced by users. Average delivery time of messages sent to user devices. Percentage of messages obtained from the Mail Server via a rescan. Good Mobile Messaging Servers KPIs The following table describes the associated KPIs for the platform server(s) shown above. Performance Indicator Service lifecycle Good NOC status Error Count Users with Errors Devices with Errors Identifies if the core Good Mobile Messaging services are up and responsive to WMI queries. Identifies if the Good Mobile Messaging server is actively connected to the Good NOC Number of service errors reported. Percentage of users experiencing service-related errors. Percentage of devices experiencing service-related errors. Operations & Monitoring Guide 19

20 Operations Dashboard Performance Indicator GMM Memory Users paused Outbound Volume Inbound Volume Percentage of available memory by server Percentage of devices in a paused state Number of outbound messages sent through the server in the past three minutes. Number of inbound messages received through the server in the past three minutes. GFE High Availability (HA) Pairs Through the auto-discovery process, Good MSM will leverage the Good Mobile Control database to detect high availability configurations in order to monitor and report data about active servers. Data captured will include the current state of each instance (primary or standby) and any state changes that occur. When failover is detected, the system will trigger an alert within 15 minutes and switch to monitor the standby server host, services, and memory usage. A system clearing alert will be sent once failover recovery occurs. Loading Analyzers To obtain metrics such as KPIs and to access platform drill-downs, analyzers must be loaded within the Good MSM web console under the Monitor Management screen. Analyzers can now be loaded by selecting Enable All. Select Ignore for those servers and user groups that you do not wish for MSM to monitor; they will be ignored when re-loading Monitors. Select Disable to suspend monitoring during patches, upgrades, or maintenance to individual servers. Select Enable All to-re-enable monitoring for all servers or groups that were suspended,excluding any that are marked as Ignore. Operations & Monitoring Guide 20

21 Operations Dashboard Users in Critical The Users in Critical panel, located on the right side of the Ops Dashboard, displays the percentage of users in Critical status versus the total number of users by user groups defined through the Admin Console. Carrier with Devices Pending - BlackBerry Enterprise Server and Good Mobile Messaging Only The Carriers with Devices Pending section summarizes the top 10 carriers ranked according to the severity and the percentage of users with a pending message. This section displays the carrier s name, the number of pending users and the number of total users. The metric displaying represents the percentage of users within a Carrier Group that have one or more messages pending to their devices. Mailbox Servers This section displays platform mailbox servers and the number of users with errors (warning and critical). Operations & Monitoring Guide 21

22 Operations Dashboard Platform-Specific Dashboard Features Many features will be mirrored in each platform dashboard. However, several metrics are specific to ActiveSync, BlackBerry or Good Mobile Messaging. ActiveSync Incident Management (IM) The following features are only available on the ActiveSync Dashboard. High Command Volume The High Command Volume displays the users whose devices are processing an inordinate number of commands, which can also have performance implications on associated servers. Previously, HCV was listed by AD groups, they are now filtered by User-Agent. Command volume is also featured in the ActiveSync User Errors drill-down. Expand each user s row to see the command volume for the last 24 hours. When pressed, ActiveSync user drill-down now automatically filters to show the users with the highest command volumes. Operations & Monitoring Guide 22

23 Operations Dashboard Connection Source Monitoring The connection source panel provides access to monitor the upper, middle and lower ranges of device connections by carrier or proxy. Through this panel, devices are tracked by their sources. Each device will fall into a range of recognized of unique connection source IP addresses. Devices unassociated with connection source IP addresses will be listed as undefined in a separate panel accessible through the Edit button.! Note: The connection source ranges will be continuously learned to establish high fidelity connection trends by carrier. Data will be sampled every three minutes. Alerts will not be issued against the learned behavior until one week of continuous monitoring has passed. From this analysis, Good MSM will report errant connectivity patterns and display this data in real-time on the panel. After connection sources have been defined in the panel, return to the Admin console to load analyzers. Editing Connections To modify any information related to connection sources, press the edit button in the upper right corner of the Connection Source Panel. This panel provides access to complete one of the following actions: View associated connections Assign a new IP address to a source Add a new range of IP addresses to a carrier Modify a connection source description Add a new connection source Remove connection sources and mapped addresses Operations & Monitoring Guide 23

24 Operations Dashboard View Associated Connections To view all associated IP ranges for a particular connection, double-click on the source name in the list. A window will appear with all mapped IP addresses. From this window, you can remove mapped IP addresses and modify the connection source title and/or description. Press Save to apply the changes. Adding a New Source To include a new source in connection monitoring, press Add New Source. 1. Enter a new Connection Source Name 2. Create a short description or alternative identifier for users. 3. The new connection source will appear alphabetically in the list. Operations & Monitoring Guide 24

25 Operations Dashboard Adding New IP Address Ranges to Carriers Define a range start and range end. Once the range has been defined, press Add Range to Source. A new window will appear with a list of sources. Select a source to map to the IP addresses. Press save to apply the new mappings. Assigning Undefined IP Addresses to Sources To associate a previously unidentified/undefined IP address with a source, complete the following steps. Select an IP address with an unidentified source from the list on the right of the edit panel. When the source is selected, it will appear both the range begin field and range end field. Press Add Range to Source. Operations & Monitoring Guide 25

26 Operations Dashboard Select the source from the popup window. Press save to apply the new mappings. Removing Connection Sources To remove a connection source from the listing, press the red X to the right of the description. A window will open asking for you to confirm this action. Press yes to remove the source. Once a connection source has been removed from the list, it will not return to the list of unidentified IP addresses. Loading Analyzers After the source has been defined through the web console, analyzers must be loaded in order to monitor incoming data. Navigate to the Good MSM Admin web console. An object will automatically be created. Enable monitoring of the object to capture, analyze, and output metrics for the associated data. Connection Source Events Selecting a source will bring up a window with a drill-down, pre-filtered by the source selected. The drill-down will display the source name, current status, a description of the event, and the time the event occurred. To remove the filter or the current list of connection source events, press clear all. Operations & Monitoring Guide 26

27 Operations Dashboard Enabling/Disabling Connection Source Monitoring For Exchange 2013 servers, Microsoft has shifted the processing of mobile synchronization with the Mailbox (MBX) server. This server provides MSM all information needed to fully monitor ActiveSync activity. For Exchange 2013, monitoring the Client Access Server (CAS) is only required to gain visibility into the Connection Sources (upstream servers sending traffic to the CAS) for correlation of the ActiveSync flows. In some deployment models, this information may not be useful (e.g., masked by a load balancer) or may be redundant (e.g. pointing to monitored Good Proxy servers in a Good Work deployment). In these cases, MSM can be configured to monitor the Exchange 2013 MBX servers only and save significant server load, network load, and database storage by not monitoring the CAS traffic. To monitor only MBX servers in Exchange 2013 deployments: 1. Only configure log shares for the Exchange 2013 MBX servers (do not configure log shares for the Exchange 2013 CAS) 2. Run the XXX script in boxtone\utilitites\connectionsourcemonitoring folder to disable Connection Source Monitoring from the ActiveSync Ops Dash and ActiveSync User Drill-In. 3. The script will prompt the user and exit if there are any loaded connection source analyzers. If there are Connection Source Analyzers loaded (e.g., from previous configurations), unload those analyzers and re-run the script. Operations & Monitoring Guide 27

28 Operations Dashboard User-Agent Identification Data User-Agent Identification data enables Good MSM to leverage hardware and software versions of ActiveSync and third party clients to identify and troubleshoot issues, and provide detailed monitoring for devices connecting to specific ActiveSync environments. When a device connects through ActiveSync, logs record the User-Agent string to identify the device. By default, Good MSM will show client information for the device if it is available which includes the platform, model, and serial number. When comprehensive client information is available it will be displayed. If this data is unavailable, the raw User-Agent string will be displayed under Client Details. Operations & Monitoring Guide 28

29 Operations Dashboard BlackBerry Enterprise Domain Servers IM The following sections describe how to create groups, rename groups, add a BES to a group, and delete groups Viewing/Hiding BES Domains and Groups To view additional BES domains and groups, click the check box to the left of the domain or group. To hide BES domains or groups, click the check box again. Anytime you change the view, the BES Domains and Groups area changes to show only those BES that you want to see. The Users, Mail Servers, and Carriers area is reconfigured to only display information from the selected BES domains and groups. Creating Groups To create a new group: 1. Click the Create Groups link. 2. Click the check box(es) to the left of the BES that you want to add to the new group. 3. Click the Actions drop-down list, then select New Group. A Group Name dialog box opens. Operations & Monitoring Guide 29

30 Operations Dashboard 1. Enter a group name, then click OK. The New Group is added to the Groups sub-section. 2. Select the BlackBerry Ops Dashboard option from the Operations drop-down menu to return to the Ops Dashboard. The New Group is displayed in the Groups sub-section.! Note: Once you have added a group, the Create Groups link changes to the Manage groups link. Click this link to return to the Manage BES Groups screen. Renaming Groups To rename a group: 1. Click the Manage groups link in the Filter Pane. 2. Click the Rename link under the group you want to rename. The Rename Group dialog box opens. Operations & Monitoring Guide 30

31 Operations Dashboard Adding BES to a Group To add a BES to a group: 1. Click the Manage groups link in the Filter Pane. 2. Click the check box(es) to the left of the BES that you want to add to the existing group. 3. Click the Actions drop-down list, then select the name of the group to which you want to add the BES.! Note: You can add each BES to more than one group. If you select one or more BES that are already a member of the group, the system does nothing for those selected BES. Removing BES from a Group To remove a BES from a group: 1. Click the Manage groups link in the Filter Pane. 2. Click the check box(es) to the left of the BES that you want to remove from a group. 3. Click the Actions drop-down list, then select the name of the group from which you want to remove the BES.! Note: If any of the selected BES do not belong to the group, the system skips that BES. Operations & Monitoring Guide 31

32 Operations Dashboard Deleting a Group To delete a group: 1. Click the Manage groups link in the Filter Pane. 2. Click the Delete link under the group you want to delete. BES Domains and Groups This area includes two sections: BlackBerry Enterprise Server Domains and BlackBerry Enterprise Server Groups. The terms domain and group are defined as follows: Domain: Consists of one BlackBerry Configuration database, and any associated BES, users, and mail servers. Group: Consists of any number of individual BlackBerry Enterprise Servers grouped together by a Good MSM Ops Dashboard user. Use the BES Domains and Groups area to view the key performance indicators for each BES domain or BES group in the environment Viewing BES Domain or Group Information To view additional BES server information: 1. With the cursor, hover over a trend line. The correlated data values display for each metric. Operations & Monitoring Guide 32

33 Operations Dashboard 1. Move the cursor to display the metrics. You can freeze the line by clicking on it. Use your arrow keys to move the line by three minutes. Holding the <Ctrl> key while using your arrow keys will move the line by 15 minutes.! Note: You can compare BES details for a specific time by freezing the line on multiple BES Server Information charts 2. To view additional information about the BES server, click the BES server name. This takes you to the Analysis Console, where you can view more details about this BES, as well as historical and current statistics. Refer to the Analysis Console for more information. Mail Servers with Hung Threads The Mail Servers with Hung Threads section, located under the Users in Critical section, summarizes the 10 mail servers with the most hung threads. The bar represents the percentage of hung threads for which a mail server is responsible. Metric % of All Hung Threads Percentage of Mail Servers with hung threads. Actual Number of users in the Mail Server with hung threads. % Percentage of users in the Mail Server with hung threads Operations & Monitoring Guide 33

34 Operations Dashboard Using Reports to View Additional Carrier, Server and User Information Viewing Additional Mail Server Information To view additional information about the mail servers: 1. Click a Mail Server name. The Mail Server Detail report displays. Viewing Additional Carrier Information Additional information about carriers is available. To view additional information about carriers: 1. Click a Carrier name. The Carrier Detail report displays.! Note: For more on the Carrier Detail Report, see Carriers Report. Operations & Monitoring Guide 34

35 Operations Dashboard Using the Good Dynamics Dashboard The Good Dynamics dashboard should be used to monitor state changes that impact Good Proxy servers, clusters, apps and Good Control servers. The information provided in the dashboard and drill-downs will help resolve issues that cause the monitored elements to move from normal to a warning, critical, unavailable or unmonitored state. Sample Workflow: Previously you had 1 unmonitored GP cluster and 2 GP clusters in a warning state. Since the last time you checked you now have 1 unmonitored GP, 1 GP cluster in a warning state, and 1 GP cluster in a critical state. To see the reason for the cluster state change you would likely do the following. 1. Review the cluster badges (notice the change) 2. Expand the clusters to see the servers in critical 3.Double-click or select a server to reach the cluster drill-down 4.View the KPI graphs to check for abnormally high or low metrics that may explain the state change 5.Visit the Events Console to check listed events for that particular cluster. Monitored Element Roles The table below describes the functions of the monitored elements. Monitored Element Good Proxy Servers: Good Proxy Clusters: Good Control Servers: Good Enterprise Mobility Servers Applications: App servers: Details Manages the traffic from the NOC, apps, and app servers, etc. Good proxy servers may be moved to different clusters. However, they may not appear in two clusters at once. Comprised of several Good Proxy servers, clusters appear on the dashboard and can be expanded to reveal Good Proxy servers within that cluster. Apps associated with proxy servers will also be associated with new clusters once the associated GP server is moved to a different cluster. The cluster column also includes summative badges detailing the number of proxy clusters with warning, critical, unavailable and unmonitored states. Clusters without servers will be placed in a warning state until a server is added. The GCS are responsible for adding apps, pushing updates, provisioning applications and users, and authenticating users. By adding support for monitoring the GEMS application server Good MSM is able to detect errors in the notification workflow used to inform users that new messages are available when the Good Work app is in the background, or in a suspended state. Discovered enterprise applications will appear in this list. Each individual app may be associated with more than one app server. The app to app server ratio does not have to be 1:1. However, apps may only be associated with one GP cluster. Apps may be associated with multiple app servers and each app server may be associated with multiple apps. Operations & Monitoring Guide 35

36 Operations Dashboard Relational data The Good Dynamics Dashboard displays relational data to help administrators troubleshoot issues by presenting all infrastructure elements related to a particular server or application. From the dashboard, relationships between GP clusters and GP servers, apps and app servers, apps and clusters, and GP clusters and GC servers are visible. For example, if a cluster has a critical status, it is highly likely that performance issues may extend to related apps. The selected monitored element will have a solig gray line around it and the related items will always have a gray dashed outline to emphasize the relationship.! Note: When clusters are expanded to show all servers, a thin gray bounding box will appear to show each server in relation to the cluster. Collapsing the box will hide the servers and cause the outline to disappear. The gray outline will never signify a relationship between clusters, it only identifies the servers that belong to the expanded cluster. Operations & Monitoring Guide 36

37 Operations Dashboard Monitored Element Naming Conventions Dashboard column width is dynamic and will vary based on the screen, so some cluster and server names may be too long to display fully. Typically, clusters will be named according to the following convention, geography (when applicable): database host name: number: company.local: primary (or secondary). Please see the example below. Ex. <namerica-gd-7.company.local:company-cluster-name:second>! Note: Although, Good MSM tries to apply certain naming conventions, it is impossible to predict cluster/server nomenclature variations in every environment. It is very possible that the server and cluster names in your environment may look different than the example displayed above. Once the drill-down is opened, apps may first display their fully qualified names. Fifteen minutes after loading the server, the logs will be queried to discover the friendly names for each app. Please see the example below. Using the hover When cluster, server or app names are truncated, simply hover over them to see the fully qualified name. Operations & Monitoring Guide 37

38 Operations Dashboard Viewing Status Changes When a cluster or server is in warning or critical status, the dashboard will display badges at the top each column to indicate the number of unmonitored, warning, critical and unavailable clusters, apps or GC servers. Badge Meaning Unmonitored Warning Critical Unavailable Similar badges will appear alongside clusters to indicate that an action may be required to bring this cluster back to normal. Operations & Monitoring Guide 38

39 Operations Dashboard Using the GD Cluster Drill-down The dashboard will display health information for the monitored elements. For a detailed view of GP server health, expand the cluster and then double-click the server name to reach the drill-down as featured below.! Note: It may take a few seconds for the drill-down to load all of the aggregate data within the area charts. This is normal. Loading times may vary based on the amount of data in your environment. Operations & Monitoring Guide 39

40 Operations Dashboard Key Performance Indicators: Area and Line Charts The GD server drill-down contains area and line charts that display data over a three-hour period. This data is updated every three minutes. Understanding Chart Axis The X and Y axis of the charts are dynamic, so the numeric values will automatically adjust to accommodate the data. Similarly, due to space constraints, all apps and servers will be assigned a short name on the charts featuring 1 letter and 1 number to make them readily identifiable once filters have been applied to the page. The short names can be found in the filtering panels on the left side of the dashboard.! Note: Apps and servers with gray dots are unmonitored. However, certain subsets of data from these apps will still be calculated as part of the total Key Performance Indicator value. Operations & Monitoring Guide 40

41 Operations Dashboard Key Performance Indicators (KPI) Details Area/Line Chart Details GP Connection Count displays the number of channel connections in 3-minute intervals when the cursor is dragged across the chart. There will be two graphs displaying the GP connection count. The line chart will indicate the total number of connections for the GP by the minute. The area chart will show the top three apps with the most connections and the total number of connections. App Server Connection displays the number of connections in 3-minute intervals when the cursor is dragged across the chart. There will be three graphs displaying the App Server Connection count. The line chart will indicate the total number of connections for the GP for three minutes. The area chart in the apps column will show the top three apps with the most connections. The area chart in the App Server column will show the top three servers with the most connections. Request Count displays the number of requests in 3-minute intervals when the cursor is dragged across the chart. There will be three graphs displaying the Request Count. The line chart will indicate the total number of requests for the GP. The area chart in the apps column will show the top three apps generating the most requests. The area chart in the App Server column will show the top three servers with the most requests. Operations & Monitoring Guide 41

42 Operations Dashboard Area/Line Chart Details Throughput displays the number of read & write bytes by the second. Dragging the cursor will show this value in 3-minute intervals. There will be three graphs displaying the Throughput. The line chart will indicate the throughput for the GP by the minute. The area chart in the apps column will show the top three apps generating the most throughput. The area chart in the App Server column will show the top three servers with the throughput. Errors displays the number of faulty requests in 3-minute intervals when the cursor is dragged across the chart. There will be three graphs displaying the number of errors. The line chart will indicate the total number of app errors by the minute. The area chart in the apps column will show the top three apps generating the most errors. The area chart in the App Server column will show the top three servers with the most errors. Response Time displays the average request response time in 3-minute intervals when the cursor is dragged across the chart. There will be three graphs displaying the Response Time. The line chart will indicate the longest response time for the GP. The area chart in the apps column will show the top three apps with the longest response time. The area chart in the App Server column will show the top three servers averaging the longest response time. Operations & Monitoring Guide 42

43 Operations Dashboard Filtering in the Cluster Drill-down Use the filter panel to control the data visible in the area charts within the server drill-down. In the proxy server section, you may select more than one server to filter (denoted by the use of check boxes). In the App and App server areas of the filter (with radio buttons), only once choice per section is allowed. If no filters are selected, the dashboard will default to display the top three apps and app servers for all KPIs. The dashboard will always automatically sort by the cluster used to access the drill-down. As a general rule, if the filter section has check boxes, you may make multiple selections. If radio buttons are used, then only one selection per section is permitted. Press clear in each section to remove any unwanted filters.! Note: Apps and GP servers may connect to multiple App Servers rendering app server grouping metrics ineffectual. For this reason, GP connection Count will not appear in the App Server column. Operations & Monitoring Guide 43

44 Operations Dashboard KPI Totals and Metrics Upon opening the drill-down, the GD Dashboard defaults to display the KPIs for GP servers associated with the cluster, the top three apps provisioned to that cluster, and the top three app server metrics. Stacked Values App and App servers metrics are displayed in a stackable area chart. These charts display the combined value of the top three apps against the total. For example, in the figure shown below, the trendline displays channel counts for A2=14.3, A4=4.7, and A3=5. The channel count for the top three apps equals 24. This value is displayed against total number of channel counts (28.7 for all apps) at 11:36 AM. Unless filters have been applied, metrics for the top 3 apps and app servers will be displayed. Once a filter has been applied to the dashboard, the area charts will update with the new data sets. In the figure below, the App Server Connection Count graph has been filtered to show data from App Server S3. At 2:15 PM, S3 had an average of 12 connections per three-minute period. To select a new app server, clear the filter or select a new server. Operations & Monitoring Guide 44

45 Operations Dashboard Viewing the Good Dynamics Events Console The Current events column of the drill-down will maintain a running list of the GD events that haven't cleared yet. Selecting the MORE link on the GD dashboard will bring up the Good Dynamics Events Console. The Events Console provides a consolidated view of monitored elements that have experienced a status change. Event Console Bar Graph The Event Console now includes a bar graph populated with an itemized distribution of system events over time. This graph has been added to make it easier to identify patterns and trends to troubleshoot systemic issues. Hovering over each bar will provide additional event context. Each system event will be color-coded and the corresponding key below the graph will explain which system event or error each color represents. Selecting a bar will filter the table below to Operations & Monitoring Guide 45

46 Operations Dashboard show all corresponding activity associated with that particular system event. From there, you can select or expand the individual rows to learn more about the system elements and/or users impacted. Field Time Cleared Element Severity Metric Value The time and date the initial event occurred. The time and date the event was resolved and the status returned to normal. The monitored element impacted (typically a cluster or server). Will have one of four designations: warning, critical, unavailable, and unmonitored. The type of error impacting the monitored element. The count at the time of the error. A minimum and maximum value will also be displayed to give an idea of the normal acceptable ranges for this metric. Some errors may not display a value. A detailed description of the error and potential resolutions. Operations & Monitoring Guide 46

47 Operations Dashboard Good Dynamics Diagnostic View The Good Dynamics Diagnostic View provides insight into single user activity and enables Administrators to troubleshoot complex service issues with Good Dynamics apps by monitoring app transactions and detected errors as they pass through system components. Accessing the GD Diagnostic View Page The Good Dynamics Diagnostic View can be accessed through the Service Desk Console or through the Event Console.! Note: The GD Diagnostic View link will only appear if the user has at least one provisioned Good Dynamics (GD) app on their device. Enter the user's name, , phone number, or device ID into the search field (from anywhere in the entire Web Console, not just Service Desk) and press enter. This will bring up the user's details in Service Desk. In the upper right corner of the Service Desk page there will be a button to access the GD Diagnostic View. Press it. By default, the page will display data for the application that was most recently connected for that user. Alternate Navigation Paths to the GD Diagnostic View Page 1. Find the search field in the web console > enter a user's name > this will bring up the user in Service Desk Console > Press the GD Diagnostic View link in the upper right hand corner of the screen. This will open the Diagnostic page for that user. 2. Recommended *: Expand the Support Menu > Select a new user or select a user from the Recent Lookups menu. This will open the Service Desk Console > Press the GD Diagnostic View link in the upper right hand corner of the screen. This will open the Diagnostic page for that user 3. Go to the Operate Menu > Select the Universal Event Console > scroll through the element list to find a user > Press the user name link, this will bring up the User Diagnostic Page.! Note: There might be a slight delay of a few seconds as the chart data loads on the page. Operations & Monitoring Guide 47

48 Operations Dashboard Good Dynamics Diagnostic Page Scenarios Workflows The following scenarios highlight some of the ideal flows for using the Good Dynamics Diagnostic View to troubleshoot issues in your environments. Scenario 1: You want to know why your CEO (VIP Group Member) isn't receiving her/his . How to Get the Information: Navigate to the GD Diagnostic View > View the Node chart to see any critical issues > Press the red node (if it is present) > Review the filtered data below the chart > Check the logs for more information Scenario 2: Four users have complained about issues with Good Access. You want to drill-down to troubleshoot issues for this small group of users and to see if there are any similarities between what they are experiencing, or if these are all separate issues. How to Get the Information: Navigate to the GD Diagnostic View > If Good Access is not the most recent app, then select Good Access app from the left app panel > Wait for the chart to reload > Review chart information > select any red or yellow nodes to filter the data below the chart > Review table information > Do this for each user to see if there is a server outage or an issue with the app. Available App Timelines In the GD Diagnostic View, the number of charts available for each user will vary based on the number of devices provisioned with Good Dynamics and the number of GD apps on each device. A diagnostic chart will be present for each GD App. However, the data collected will vary from app to app. Some users may have 1 chart available whereas others may have more than 20. The left column contains the monitored Good Dynamics apps. Each app will have a data series populated beneath once it is expanded. The data will vary from app type to app type. Operations & Monitoring Guide 48

49 Operations Dashboard App Activity and Container Information Each app profile will contain basic information about the app including the last time it was connected to the system, the container ID, the app name, version number. Some apps may contain more detailed information. For example, Good Work will also include the user-agent string in the App Details panel. The App Details Panel will also show which device the app is installed on, phone model, OS, and OS version. User Diagnostic Page Component Functions Component GEMS Registration EWS-autodiscover EWS-subscription EWS-notification notification-relay Device Notification GD-Authorize Function GEMS monitoring allows Good MSM to perform three key functions : Check the contact's availability, monitor the user's mailbox, and notify the device that there are new messages in the mailbox. This tier shows activity from the registration log lines after the app has been unlocked. Discovers the user and mailbox information The GEMS server subscribes to the user s Exchange mailbox to request notifications from Exchange when any new items arrive in the users mailbox. Exchange notifies the GEMS server upon an update to the user s mailbox. The service that checks to ensure notifications have been sent to Good Work. A push notification sent from GEMS through Good Proxy to Good Work on a user s device. Each app periodically verifies authentication, authorization, and policy with a Good Control server through a Good Proxy server. Operations & Monitoring Guide 49

50 Operations Dashboard Component Other Function Generic component for all other GEMS activity like Presence monitoring. Good Proxy App Servers Each connection from a GD app into the enterprise comes through a Good Proxy server. Each app connection will be attributed to the specific Good Proxy server through which it connected. The destination (URL) for any connection from a GD app through a Good Proxy server. App Servers include web app servers, web/intranet apps, Exchange servers, Good Control servers, etc. Each connection will be attributed to the specific URL root to which it connected. Understanding Activity Timelines The Good Dynamics User Diagnostic chart displays activity data as it relates to the requisite hops between service tiers. Each chart is filled with a series of nodes that span a 12-hour period (x-axis). Each node represents a three-minute time sample. If there is activity for an hour straight, then 20 gray nodes will appear across the activity bar within that hour span. If consistent activity is detected throughout the day, then the line will appear to be filled with nodes for a particular activity. When services are running and delivered without any issues (normal), the nodes will be gray. Error Activities and Events However, if an issue or an error occurs within a three minute period, the node will change to red or gold Operations & Monitoring Guide 50

51 Operations Dashboard indicating a warning or critical activity. If the entire bar is highlighted in gold or red there has been a critical or warning event. An event extends through several activity periods and will remain highlighted in the table until it has cleared (or been resolved.) User events will also appear in the Universal Event Console. Whereas a critical or warning activity only exists within a three-minute period and will change the color of the node. The node will turn gold or red if even just one warning or critical issue has occurred. Selecting the affected node will filter all activity for that time period. Normal activity will also exist during that three minute period; however, the critical or warning state take precedence even though the majority of the activity within that time frame has been normal. The graph will refresh itself every three minutes. Error Combinations When the bar is colored red or gold and the individual nodes are a different color, this indicates that there was other normal, warning, or critical activity during that event. The image below depicts several critical and normal activities occurring during a warning event. The functionality is the same, selecting one of the nodes during an event will still filter the table below by the activity that occurred within that three minute period. Operations & Monitoring Guide 51

52 Operations Dashboard Using Chart Nodes to Filter Data Selecting a node when it is in a warning or critical state will filter the table below the Activity Details Node Chart. To allow administrators to troubleshoot any issues a particular user is facing, they should select the node or activity with an error state which will filter the table from below. The table pulls the error log event. Please see the selected log to troubleshoot user-level issues. Historic Data The historic data search allows you to go back in time to view events and other user activity. This tool provides a window to view persistent issues that seem to occur at a certain time weekly, or to research someone's traffic in order to troubleshoot any issues they may have with their mail or app services. 1. Select the date of the issue. 2. Select the time the outage occurred. Operations & Monitoring Guide 52

53 Operations Dashboard 3. Check the Node Chart and then review the filtered data below the chart. Most critical and warning issues will also display the corresponding log for each activity. Use these log to troubleshoot user issues. Searching Events Use the free form filters under Activity Details to search for specific queries within the Activity Details Table. This will apply your custom filter to the table activity. Free form filters allow you to search for specific details within the time/date, severity, type, name, or details to locate the correct activity. Operations & Monitoring Guide 53

54 Operations Dashboard Exporting User Diagnostic Activity Data Monitored data can be viewed in the Node chart and the corresponding table below, or it can be exported to view GEMS activity, ActiveSync activity and server activity. To export the server data/activity, press the blue Export button in the upper right corner of the screen. Operations & Monitoring Guide 54

55 Operations Dashboard Dashboard Drill-downs - ActiveSync and Good Mobile Messaging only Drill-downs can filter data by users or servers. Good MSM has two unique drill-downs: one for platform server errors and one for users with device errors. With the exception of the Server Key Performance Indicator (KPI) panel, all panels provide access to the same drill-down. The table below lists all panels available within the drill-downs. Drill-down Panel User Groups Error Metrics Function Lists all of the AD groups and shows the percentage of users with a critical status by group. Shows any corrective commands issued and the number of users impacted by those commands Operations & Monitoring Guide 55

56 Operations Dashboard Drill-down Panel Platform Servers Mailbox Servers User Error Levels Function Lists all servers for that particular platform and shows the total number of users versus the users with a critical status Displays the all mailbox servers by platform and provides an overview of the users with errors against the total number of users by server. Provides an overview of all of the users on a particular platform grouped by one of the three statuses: normal, warning, or critical. Connection Source (ActiveSync Only) Error Levels Status levels will appear across all three dashboards. The status colors indicate critical errors or health issues for devices and servers. These status codes map to those used in the Ops Dashboard and detail reports for user activity. If the status of an element is anything other than normal, the appropriate status indicator displays next to its name. Elements with a normal status do not display any color. Devices and servers in the mobile user environment are monitored and assigned a color that indicates the operational status as follows: Color Operational Status Normal Warning Critical Unavailable Components with a normal status do not display any color so that abnormal elements can be easily identified on the dashboard. The element is fully available and operational. The element may experience degraded service if no action is taken The element will experience severely degraded service shortly. The element is not available and not operational. Operations & Monitoring Guide 56

57 Operations Dashboard Viewing Additional User/Server Information To view additional information about users, click the Custom Summary Group name. This takes you to the User Error window, where you can view more details about this user, as well as historical and current statistics. Rows in the main table may be expanded to view detailed information within the columns. The following table describes the columns in the ActiveSync User Errors window (featured above). Metric User Device Errors Client Details Command Volume (last 24 hr) Last Sync Name of the user in the server group. Name of the device that is generating errors. Number of errors this user is generating, according to severity. Device type and OS version number The 24 hour graph shows the number of commands executed by a device per hour in last 24 hours Time since the device last synced with the server. Operations & Monitoring Guide 57

58 Operations Dashboard The Good Mobile Messaging User Errors window opens. The following table describes the columns in the Good Mobile Messaging User Errors window. Metric User Device Errors GFE GMM Host Last Contact Name of the user in the server group. Type of device that is generating errors. Number of errors this user is generating, according to severity. GFE version number Server the device has been provisioned to Time since the device last synced with the server. Operations & Monitoring Guide 58

59 Operations Dashboard Creating Dynamic Searches with Drill-down Filters Each drill-down contains a dynamic, free text filter which allows you to sift through all of the data housed within the main table, also referred to as the User Error or Server Error tables. This means you can type in specific queries to achieve the best results. By default, the User Error pane will display results from the user group or server selected from the platform dashboard. The applied filter will appear above the table. Though filters are created to handle unique searches, using certain queries will provide better results. Please consider using one of the following search criteria to optimize your results. User s name Specific error metric(s) User group name Phone number Server name Error level Connection Source Carrier Device types Model number Message Types Up to one filter from each panel may be applied at any time. To remove all filters, press Clear All in the upper right corner above the table. Viewing Error Details for Servers and Users If users have device errors, a small square button will display the number of errors and will be filled in with the color to indicate error type. Press the Details button to the right of the error indicators to receive additional information for the error, as well as recommendations to resolve the error. Operations & Monitoring Guide 59

60 Operations Dashboard User Groups This panel displays the all of the Custom Summary user groups and the error count by group. Mailbox Servers This section displays mailbox servers and a count of users with errors. Metric Mailbox Server Users Error Users Total Name of the mailbox server. Number of users in the mailbox server with an error. Total of all users in the mailbox server. Operations & Monitoring Guide 60

61 Operations Dashboard User Error Levels This section displays the number of user errors, according to error severity. The metrics shown here will include all users provisioned on platform servers. The following table describes the metrics displayed. Metric Normal Warning Critical Number of users generating errors of Normal severity. Number of users generating errors of Warning severity. Number of users generating errors of Critical severity. Mailbox Servers with Users in Error This section displays mailbox servers and a count of users with errors. This section summarizes the count of ActiveSync users in relation to their mailbox server and counts those that which have generated errors. The following table describes the metrics displayed. Operations & Monitoring Guide 61

62 Operations Dashboard Metric Mailbox Server Name of the mailbox server. % of Users in Error Percentage of users in the mailbox server with an error. Users Error Users Total Number of users in the mailbox server with an error. Total of all users in the mailbox server. The Percentage of users with errors is shown numerically and graphically using a simple bar chart. The bar chart and depicts those with errors as a dark line inside a wider bar shown in gray scale. Exporting Results as CSV files Filtered results from the User/Server Error tables can be exported as a CSV file by pressing the corresponding button above the table. Results should only be exported after all desired filters have been applied. Up to 5 filters can be applied at a time depending on the platform. As a general rule, one filter can be applied for each panel appearing to the left of the Server/User Error Table. Operations & Monitoring Guide 62

63 Operations Dashboard Viewing the Events Console The Events Console provides a consolidated dashboard for administrators to view cross-platform (Blackberry, ActiveSync, Good for Enterprise, and Good Dynamics) alerts and events for all systems being monitored by Good MSM. This page also captures user-level events. Navigating to the Events Console Press the Operate Tab > Press the Event Console (Under Incident Management) > This will bring up the Universal Event Console default page. Operations & Monitoring Guide 63

64 Operations Dashboard Use Case Scenarios for the Event Console This page was designed to present users with a consolidated, multi-platform view of system issues and health events. Scenario 1: You want to see all events that have occurred for Good For Enterprise over a two day period. How to Get the Information: Go to the Event Console > Select the Good For Enterprise Filter > Enter 3/13/15 for the Beginning on Date > Enter 3/14/15 for the Ending on Date > Current will be selected by default, select Cleared to see the Events that occurred but have cleared since that time > Expand the rows for more details on each event Scenario 2: You want to get a list of users currently being impacted by the notification-relay failed event. How to Get the Information: Go to the Event Console > Review the total number of events > Type in notification-relay failed in the free search box under the number of events > This will return all results current and cleared > Check the Current box > This will eliminate users who have already had this issue clear > Press a user's name to open the GD Diagnostic View > Give the chart a few seconds to load.! Note: There might be a slight delay of a few seconds as the chart data loads on the page. In this case, drilling down to see a particular user shows that the user is experiencing several issues that Operations & Monitoring Guide 64

65 Operations Dashboard could impact Good Work and the notifications going to the device. The console displays a combination of alerts and events. Additionally, the following component information can be found in the table. Component Created Cleared Platform Severity Element The time the alert or event was triggered in the system. The date and time the event was resolved or fixed in the system There are five supported platforms that will appear in events (Good Dynamics, Good for Enterprise, ActiveSync, BlackBerry and Good MSM). The present status of this component on the system (unmonitored, normal, warning, critical, and unavailable) User device, infrastructure or monitored element (i.e. servers), VIP users. Operations & Monitoring Guide 65

66 Operations Dashboard Using the Console to Get Information By default, the console will present the latest events from minute to minute. To learn more about a specific event, expand the row to expose the alert or event details. Review the issues and consider taking the possible action if you think it will help clear the alert and fix the event. Drilling Down to See Individual Users: GD Diagnostic View When user-level events occur in your environment, expand the rows in the Event Console to learn more about the issue. For in-depth information and to troubleshoot issues for that particular user, press the user's name. This will open up the Good Dynamics Diagnostic page. The Good Dynamics Diagnostic View provides insight into single user activity and allows administrators to monitor all delivery-related services for individual Good Work users. The Good Dynamics Diagnostic chart displays activity data as it relates to the requisite hops between service tiers. The chart will provide a graphical display of GD activity and a table of current and historical activity for that user. Operations & Monitoring Guide 66

67 Operations Dashboard Using Event Console Filters to Locate an Event Your MSM deployment may register hundreds or even thousands of alerts and events daily through the Event Console. To expedite the process of sorting alerts and events, use the filtering panel on the left side of the Event Console. System filters will help eliminate unwanted events from the current view and only display the events related to your specific search. Once all applicable filters have been selected, they must be applied first in order to see the results. The system will sort events and alerts in descending order by the most recent until new filters have been selected and applied to the page. Dynamic Searches Use the free form filter to create a custom search query to help you find the desired entry quickly. System Default Filter View Upon navigating to the Event Console, the page will be automatically filtered to display current critical and unavailable issues in the deployment. Once filters have been selected and applied, a default button will appear at the top of the Event Filters Panel. This button will remove applied filters and revert the Event Console back to Operations & Monitoring Guide 67

68 Operations Dashboard the preset view. Anytime new filters are applied to the page, the default button will reappear providing the option to return to the system settings. Creating a Filter List Administrators will have the option to create a list of filters for quick searches across your environment. 1. Select the desired filters first and apply them. 2. Press the disk icon to name your new filter. 3. Enter the filter name and press save. The disk will display a check mark once the filter has been saved. Viewing Saved Filters To view the list of saved filters in the Event Console, select the list icon this menu you can apply one of the filters by selecting it.. This will expand the list of filters. From Or you can rename or delete an existing filter. Each filter will display the name and time of the last edit.! Note: Date ranges may be saved to filters. Editing Existing Filters All existing filters can be updated. 1. To update or change the selections within a saved filter select the desired date, severity, state, event and element type and platforms. 2. Press apply. 3. Select the disk icon and enter the name of the existing filter. This will overwrite the previous filter. Operations & Monitoring Guide 68

69 Operations Dashboard! Note: Users with the administrative rights will be able to edit filters at anytime. If the selected filter no longer returns the expected results, it may have been overwritten by another user. Created Date Enter a date range to limit the results returned by the search or to find a specific event on a certain day. For the other filters, multiple boxes may be checked at the same time. However, to achieve optimal results, de-select some options to refine your search. Exporting Data and Search Results Universal Event Console data can be exported to.xls or.csv by pressing the Export button in the upper right corner of the page. Operations & Monitoring Guide 69

70 03 Analysis Console (BES only) Overview The Analysis Console provides detailed information about your BlackBerry Enterprise Server Deployment. It provides a set of detail information about specific users that can be used to: Access real time user metrics and severity status for all users in your enterprise Determine root causes of issues by drilling in to specific reports that provide summary and instance level detail of user transactions and errors Identify infrastructure issues by analyzing infrastructure components and their impact on users This chapter contains the following sections: Accessing the Analysis Console User Roles Good MSM users have defined user roles. The following table describes User Roles and which Good MSM applications may be viewed. User Role Good MSM Administrator BES Operations Advanced Messaging Desk Messaging Desk Asset Manager Can view all Good MSM applications including the Help Desk, Messaging Desk, Analysis Console, Admin Console, Ops Console, and BES Dashboard. Can view the Help Desk, Messaging Desk, Analysis Console, Ops Console, and BES Dashboard. Can view the Help Desk, Messaging Desk, and Analysis Console. Can view the Service Desk and Messaging Desk. Can view the Asset Management reports. You must purchase and install the Asset Management module before this user role appears. 70

71 Analysis Console User Role Help Desk User Self-Service Administrator User Self-Service Device Owner Can view the Help Desk. Can view the Administrative settings in User Self-Service. You must purchase and install User Self-Service before this user role appears. Can view the user actions in User Self-Service. You must purchase and install User Self-Service before this user role appears. The Analysis Console may be viewed by the Good MSM Administrator, BES Operations and Advanced Messaging Desk User Roles. Accessing the Analysis Console The Analysis Console can be accessed through the Ops Dashboard by selecting All under the Users in Critical section. Operations & Monitoring Guide 71

72 Analysis Console Clicking on a user there takes you to the User Details tab in the Analysis Console.! Note: You can view details for BES, Mail Servers, or Carriers as well. To do this, click the BES, Mail Server or Carrier you wish to view from either the Ops Dashboard or All Users page as described above. 4. Select the Analysis Console tab you wish to view. Navigation Links You can use the navigation links at the top of the Analysis Console as described in the following table. Operations & Monitoring Guide 72

73 Analysis Console Link System Health Print Opens the Good MSM System Health events pop-up. Clicking on the name of a server will open a report tab for that server (BES or GMM). The System Health link is found at the upper right of the reports tabs. See For more on the Carrier Detail Report, see Carriers Report on page 51. on page 16. Prints the page displayed. User Report Tabs The following sections describe the User reports available from the Analysis Console. User names display under the User column on all report tabs except the All Users report, on which they display in the BES column. The following table describes the User report tabs available. Tab All Users User Detail User Hung Threads User Service Errors User Pending Messages User HH Message Activity To HH Performance User Events Displays diagnostic information about all mobile users including errors. Use this tab to resolve issues by drilling down to a server, perform filtered searches and export data to an excel spreadsheet. Displays diagnostic information about the selected user. Displays the existing number of hung threads for the current user. Displays current and trend of errors information for a user. Displays the count of pending messages for the previous 24 hours. Displays information about messages sent and received by the user device for the previous 24 hours. Provides information about message flows to the user device. Displays the events Good MSM detected for this user. Operations & Monitoring Guide 73

74 Analysis Console All Users/User Status Tab Use the All Users/User Status tab to view information about all mobile users. The following table defines the information on the All Users/User Status tab. Component User Status Drop-down list BES Drop-down list Mail Server Drop-down List Carrier drop-down list Group drop-down list User or Search Summary Table Select a Status to display users with the status. Select a BES to display users assigned to the BES. Select a mail server to display users for the mail server. Select an active carrier to display users associated with each carrier. Select a Custom Summary Group to display users assigned to the group. Enter text in the field to display users with names or addresses that contain the text and click the Search button. The table under the User Status drop-down list displays the number of users with each status for the current selection. Operations & Monitoring Guide 74

75 Analysis Console Component Display Drop-down List Select the number of users for which to display information. The following table describes the column headings for users. Column User BES Mail Server Active Carrier MAGT ID Pending Messages Out of Coverage (mins) Available Flash (MB) Max Pending Duration (mins) Time To HH (secs) Hung Thread Duration (mins) Service Error Count Display name of the user. address for the user. User s BES. User s Mail server. User s current or connected wireless provider. BES Mail agent identification number. Number of messages pending delivery to this user. Number of minutes the device is out of a coverage area. Amount of flash memory (in MB) available on the smartphone. Highest number of minutes an was pending delivery to this user. Time in seconds calculated from the time the message is received by the Mail Server to the time it is acknowledged by the device. Time in minutes that a thread has been hung in the BES server. Number of service errors for this user. The information on the All Users/User Status tab can be used to access additional user information presented on other tabs. The following table specifies the tabs and additional reports displayed by clicking a value in the User Information section. User Service Errors Tab Click the User Service Errors tab at the top of the User Status page to view a list of all service errors. Operations & Monitoring Guide 75

76 Analysis Console The User Service Errors tab opens. This tab contains a list of all service errors by user at a specific time. The following table describes the columns in the Current User Service Errors list. Column User BES BES Event ID Event Display name of the user. address for the user. User s BES. BES event identification number for the user service error. Brief description of the user service error or event condition. Operations & Monitoring Guide 76

77 Analysis Console Column Possible Action Error Error Level Category Last Update Time Create at (Time) Cleared at (Time) Mail Server Active Carrier Event Id Possible actions that Help Desk/Service desk personnel can take to correct the user service error. The specific error condition. Level of the error: Warning, Critical, or Unavailable. User service error type: mail server, LDAP, or mail flow. Time when the user service error occurred. Time when the user service error occurred. Time when the user service error was resolved and its status cleared. User s Mail server. User s current or connected wireless provider. User service error event identification number.! Note: Click option at the top of the filter drop-down list to select which columns to display in the list. User Inventory Tab Click the User Inventory tab at the top of the User Status page to view a list of User and device information for all Smartphones. The User Inventory tab opens. Operations & Monitoring Guide 77

78 Analysis Console This tab contains a list of all service errors by user at a specific time. The following table describes the columns in the User Inventory tab. Column Name Address Phone Number Custom Grps Mail Server BES/CAS MAGT Pending Messages Hung Thread Duration (mins) Home Carrier Active Carrier Roaming Display name of the user. Display user address. Display phone number of the device. Any custom groups the user is associated with. User s Mail server. User s BES or ActiveSync. BES Mail agent identification number. Displays the count of pending messages for the previous 24 hours Time in minutes that a thread has been hung in the BES server. User s normal wireless provider. User s current or connected wireless provider. Whether or not the device is Roaming. Operations & Monitoring Guide 78

79 Analysis Console Column Network Signal Out of Coverage (Min) Time to HH (Sec) Device Model PIN IMEI Platform App HH Status Battery Service Errors Activation Encryption Key Last Msg Rcvd Last Msg Sent Last Contact Free Flash Type of network being used by the device. Type of signal being used by the device. Time in minutes that a device has been out of coverage. Time in seconds calculated from the time the message is received by the Mail Server to the time it is acknowledged by the device. Model number of the device. User s PIN number (user s ID for BlackBerry). Unique identifying number for the device. (International Mobile Equipment Identity Operating system that is installed on the device. Version of the application running on the device. Current status of the device. Battery life available on the device. Number of service errors for this device. Date and time of initial activation for the device. Date and time when the encryption key was entered into the device. Date and time of the last message received on the device. Date and time of the last message sent on the device. Date and time contact was last made with the device. Available Flash (MB) Amount of flash memory (in MB) available on the device. To manage the data in the User Inventory tab, click Actions. See Using Interactive Reporting Features for more details. Operations & Monitoring Guide 79

80 Analysis Console User Detail Tab The User Detail tab displays information about a specific user. This tab opens when a username is clicked. The following table defines the components on the User Detail tab. User Detail User Info Section Device Info Section User Summary Tablet Information about the user including name, address, phone and pin number. Information about the user device including Model number, Platform Version, Application Version, Network and IMEI. Current overall metrics for the user.note: Click the Spread Sheet link at the bottom of this table to export the table as a.csv file. Range Select Drop-down List Selects the range of time for which data displays. Select from one, six, 12, or 24 hours. Summary Table Delivery Time to HH Graph Summary of metrics for the range of hours selected. Summarizes end-to-end response times in minutes for flows that have been sent to the user s device within the time range selected (defaults to the most recent one hour). Operations & Monitoring Guide 80

81 Analysis Console User Detail Delivery Time From HH Graph Mail Server to BES Delivery Time Graph Summarizes response times in seconds for flows sent from the user s device within the time range selected (Defaults to the most recent one hour). The delivery time from HH is calculated from the time the BES receives the mail and dispatches it to the Mail Server. In essence this is the time spent within the BES itself and does not include the time from the user device to the BES. Summarizes response times in minutes for retrieving mail flows from the user s Mail Server within the time range selected (defaults to the most recent one hour). User Info Section Device Info Section The Device Info section contains information on the smartphone assigned to the user. Column Model Platform Version Application Version Model number of the device. BlackBerry operating system that is installed on the device. Version of the application running on the BlackBerry device. Operations & Monitoring Guide 81

82 Analysis Console Column Network IMEI Type of network being used by the BlackBerry device. Unique identifying number for the device. (International Mobile Equipment Identity). User Summary Table This table displays on all user-related tabs. The following table describes the column headings in the User Summary table. Column BES Active Carrier Mail Server User Pending Messages MAGT ID Last To HH Out of Coverage (mins) Time To HH (secs) Time From HH (secs) Service Error Count Free Flash (MB) BES associated with user. User s current or connected wireless provider. Mail Server associated with user. Display name of the user. Number of messages pending delivery to this user. BES Mail agent identification number. The date and time of the most recent received by the device. Number of minutes the device has been out of a coverage area. Time in seconds calculated from the time the message is received by the Mail Server to the time it is acknowledged by the device. Time in seconds calculated from the time the BES receives the mail and dispatches it to the Mail Server. In essence this is the time spent within the BES itself and does not include the time from the device to the BES. Number of total service errors. Amount of flash memory (in MB) available on the user s smartphone. Operations & Monitoring Guide 82

83 Analysis Console Click the Spread Sheet link below the table to download a.csv file containing the information. Summary Table Use the Summary table to view user metrics based upon the time range selected (defaults to the most recent one hour). The Summary table can help identify if a user has experienced an issue in the recent past. If an issue has been recently experienced, further drill-in may be warranted to understand underlying causes and to proactively prevent future occurrences. The Summary table metrics are described in the following table: Column From HH Count To HH Count Max Pending Count Max Hung Thread Duration (mins) MAPI Error Total Max Time To HH (secs) Max Time Mail Server To BES (secs) Max Time From HH (secs) Number of s sent from the user s device. Number of s sent to the user s device. Maximum number of messages that were pending delivery to this user at any given point in time. Maximum number of minutes a user operation was hung in the BES server. Number of MAPI errors posted for this user. Maximum time in seconds it took a message to be delivered to the user s device. Maximum time in seconds it took a message to be delivered from the user s Mail Server to the user s BES. Maximum time in seconds it took a message to be delivered from the user s device. Delivery Time to HH Graph Use the Delivery Time To HH graph to view the number of s delivered under defined number of minutes for the default of one hour or for the time range selected. Operations & Monitoring Guide 83

84 Analysis Console To view the details of the graph, click a bar in the graph. The Details table opens in a new browser window displaying information for the flow. The following table describes columns on the Details table. Column Name Address Entry ID Ref ID Discovery Method Display name of the user. address assigned to the user in your mobile environment. Internal BES ID that can be used to track this message from its initial stages within BES log files. Reference ID for the message that can be used to track this message in the BES log files. Specifies how the BES discovered the message from the Mail Server (Notify or Rescan). Notify indicates the BES received a notification from the Mail Server for the message while Rescan indicates the BES was required to poll for the message. The optimal discovery method is Notify and a large proportion of Rescans indicates a potential issue with the Mail Server/BES interaction and could cause message delivery problems and delays (Exchange Only). Note: One of out Eight rescans is considered normal. Operations & Monitoring Guide 84

85 Analysis Console Column Mail To BES Time (secs) Messaging Agent Time (secs) BES to HH Time (secs) Total Time (secs) Reached Mail Server Reached HH Agent Status Time in seconds it takes the message to get from the Mail Server to the BES. The time the message spent within the BlackBerry Messaging Agent. Time in seconds it takes a message to get from the BES to the device. The total time it took for the message to be delivered from the Mail Server to the user's device. The date and time at which the message reached the Mail Server. The date and time at which the message reached the device and was acknowledged by the BES. Status of the messaging agent. Click the Spread Sheet link below the table to download a.csv file containing the information. Delivery Time From HH Graph Use the Delivery Time From HH graph to view the number of s sent from a user s Device and processed by the BES under a defined number of seconds for the last one hour or for the time range selected. Mail Server to BES Delivery Time Use the Mail Server to BES Delivery Time graph to view the number of s sent from the Mail Server to the BES under defined number of minutes for the last one hour or for the time range selected Operations & Monitoring Guide 85

86 Analysis Console User Hung Threads Tab Use the User Hung Threads tab to view detailed information on hung operations that may exist for a user. Click the Range Select drop-down list to specify a reporting time range. The User Hung Thread tab contains the information defined in the following table. Column Hung Thread Count Graph Hung Thread Detail Table Displays the number of hung operations for this user. Detailed information on the hung operations that occurred for the user. Operations & Monitoring Guide 86

87 Analysis Console Column User Hung Thread Trends link Displays a graphical depiction of user hung threads for a selected time range. Hung Thread Detail Table contains the information in the following table. Column Messaging Agent MAPI Session Thread Id Duration (mins) Start Time End Time Total Time Last Activity Name of the user s messaging agent. Name assigned to the MAPI session (Exchange only). Identification for the thread or process occurring on the BES. Number of minutes that an operation was hung as indicated by the WaitCount value provided by the BES. If the operation does not complete, this represents the number of minutes for which health checks were performed prior to the BES restarting the user s messaging agent. Time at which the hung operation started. For operations that ultimately complete, the time at which the operation completed. If the operation never completes, this value will be empty. For operations that ultimately complete, the total time for which the operation was hung. If the operation never completes, this value will be empty. of the user operation being performed. User Service Errors Tab Use the User Service Errors tab to view information about service problems in the previous 24 hours. In addition to the user information that displays on all user tabs, the User Service Errors tab provides two links to additional information about user errors as described in the table below. Operations & Monitoring Guide 87

88 Analysis Console Column User Service Error Trends link User MAPI Error Details link Displays a trend line of Critical user service errors for a selected time range and a chart of all service errors for the selected time range and provides a Detail button to display text descriptions of all service errors for the selected time range. Displays a chart the shows the distribution of the MAPI errors by severity level and lists detail information about each MAPI error such as the error code and time of error. The User Service Errors tab also has a report of current user service errors at the bottom of the tab. The columns in this report are described in the following table. Column BES event ID Explanation Possible Action Error Level Error Count BES event identification number. Brief explanation of the service error. Possible actions that can be taken to rectify the service error cause. The level of the error: Warning, Critical, or Unavailable. The number of service errors. User Pending Messages Tab Use the User Pending Messages tab to view information on pending messages for the user. The following table describes the components in the User Pending Messages tab. Operations & Monitoring Guide 88

89 Analysis Console Column User Information Maximum Pending Messages Count Graph Pending Messages Count Detail Table User Pending Message Trends link Detailed information about the user s pending messages. Displays the maximum number of messages that were pending delivery to this user at different hours. Displays the number of messages pending and the times at which the pending count changed its value. Opens a pop-up which displays a graphic of the user pending message statistics. User HH Message Activity Use the User HH Message Activity tab to view information about the message volume for the user. Operations & Monitoring Guide 89

90 Analysis Console Column Select Date HH Message Activity Graph Messages To HH Activity Detail Table Messages From HH Activity Detail Table Allows you to set the date for which data is displayed. Displays the number of s sent and received by the user device. Displays the individual messages received by the user through out the day as defined in the table below. Displays the individual messages sent by the user through out the day as defined in the table below. Column Ref Id Entry Id Mail To BES (Secs) Messaging Agent (secs) BES to HH (secs) Total Time (secs) Reached Mail Server Reference ID for the message that can be used to track this message in the BES log files. Internal BES id that can be used to track this message from its initial stages within BES log files. Time in seconds it takes a message to get from the Mail Server to the BES. Time the message spent within the BlackBerry Messaging Agent. Time in seconds it takes a message to get from BES to the Device. Total time in seconds it took the message to reach its destination. Date and time at which the message reached the Mail Server. Operations & Monitoring Guide 90

91 Analysis Console Column Reached HH Discovery Method Agent Status Date and time at which the message reached the Device and was acknowledged by the BES. Specifies how the BES discovered the message from the Mail Server (Notify, or Rescan). Notify indicates the BES received a notification from the Mail Server for the message while Rescan indicates the BES was required to poll for the message. The optimal method is Notify and a large proportion of Rescans indicates a potential issue with the Mail Server/BES interaction and could cause message delivery problems and delays (Exchange Only). Status of the messaging agent. Click the Spread Sheet link below the table to download a.csv file containing the information. The following table describes the column headings in the Messages From HH Activity Detail table. Column Message Tag Start TIme End Time Tag id of the message that can be used to track this message in the BES log files. Time at which the BES received the message from the HH. Time at which the BES completed processing the messages. Click the Spread Sheet link below the table to download a.csv file containing the information Operations & Monitoring Guide 91

92 Analysis Console User Message To HH Performance Tab Use the To HH Performance tab to view information about the messages sent to the user s smartphone. The following table describes the components on the To HH Performance tab. Column Average total delivery time in seconds graph Average mail server to BES delivery time in seconds graph Number of messages graph Percentage of total messages received from rescan Chart data link View the average total delivery time (in seconds) for all messages delivered to the user s smartphone during the last 24 hours. View the average time it takes all messages delivered to the user s smartphone during the last 24 hours to travel from the mail server to the BES. View the number of messages delivered to the user s smartphone during the last 24 hours. View the percentage of total messages received from rescan during the last 24 hours. Click this link to view a detailed list of each message delivered during a selected time period. The data in this list is used to create the graphs on the To HH Performance tab. Messages to HH Detail List Click the Chart data link at the bottom of the To HH Performance tab to view a data pertaining to each message that is delivered to users during a selected time period. Operations & Monitoring Guide 92

93 Analysis Console! Note: When you reach the Messages to HH Detail list from a User To HH Performance tab, a filter is automatically applied to filter by that user. Remove the filter to view message details for all users. See Using Interactive Reporting Features for more details. The following table describes the column headings on the Messages To HH Detail list. Column BES agent (sec) BES to hh (sec) Total Time (sec) Reached mail server Reached handheld Discovery Method User Time (in seconds) that the message spent from the BES to the agent. Time (in seconds) that the message spent from the BES to the HH. Total time (in seconds) that the message spent in transition. Date and time that the message arrived at the mail server. Date and time that the message arrive at the device. Specifies how the BES discovered the message from the Mail Server:Notify: Indicates the BES received a notification from the Mail Server for the message. Rescan: Indicates the BES was required to poll for the message.the optimal method is Notify and a large proportion of Rescans indicates a potential issue with the Mail Server/BES interaction and could cause message delivery problems and delays (Exchange Only). User to whom the message was delivered. Operations & Monitoring Guide 93

94 Analysis Console Column Mail Server Mail server to which the message was delivered. Active Carrier BES Agent ID Mail to BES(secs) Agent Status Ref Id Entry Id Carrier that the user was using when the message was delivered. address of the user. BES that discovered the message. Agent identification number. Time that this message spent from the Mail Server to the BES. Status of the messaging agent. Reference id of the message that can be used to track this message. Entry id of the message. User Events Tab Use the User Events tab to view information about events generated for the user. Column Name Value The metric name for which the event is generated. The value of the metric. Operations & Monitoring Guide 94

95 Analysis Console Column Learned Range Severity Prior Severity Event Time User Name The learned range for the metric s value if the metric is baselined. Note: This will be 0-0 if the metric is not baselined. A brief description of the event. The current level of severity for this event. The previous level of severity before this event. The date and time of the event. The name of the user for which the event was generated. Click the spreadsheet link below the table to download a.csv file containing the information. Event Tabs The Event tabs provide a consolidated place to see events for a given object, in a chronological order. You can view event pages by clicking on the Events tab for each object. You can filter your search to narrow down to a particular metric, type of server, server name, level of severity, etc. The following table describes the filters of the BES, Mail Server and Carrier Events tabs. Column Type This filter determines the type of objects that will be available in the Name filter. The available options are All, BES, User, Mail Server and Carrier. Select All to examine events across the entire system. Name Metric Severity Use this filter to select the component. The list available in the drop down is driven by the Type filter. Select All to examine events for all components of a type. Use this filter to narrow down the search to a particular metric such as AvgDeliveryDeliveryToHHSecs. You can filter a metric across components or event across types where applicable. Use this option to filter event severity. The available options are All, Normal, Warning, Critical, Unavailable and No Status. Operations & Monitoring Guide 95

96 Analysis Console Column End Time Display Set the end time range or the events displayed. The calendar control will display when the small calendar icon is clicked. Unlike the other calendar control popups in the Analysis Console, these include a time filter as well. The new date range will not take effect until the submit button is clicked. Set the pagination display for the page. BES Reports The following sections describe the BES reports available from the Analysis Console. The BES server names display under the BES column on all report tabs except the All Users report, on which they display in the BES column. The following table describes the BES report tabs available. Column All Users BES Detail BES Baseline BES Hung Threads SRP and Service Errors BES HH Activity To HH Performance BES Events Displays the Analysis Console All Users tab. Displays detail information about the selected BES and the associated users. See BES Detail Report on page 118 for more information. Displays a three-hour baseline trend for some key metrics for the BES. See BES Baseline Tab on page 125 for more information. Provides detailed information for hung threads on the BES server including the number of hung operations the BES for a selected date and information on the hung operations on the BES as defined in the table below. Displays information about SRP, BES, and user errors. Displays information about message flows for user smartphones assigned to the BES. Displays detailed information on messages sent from the BES to the user smartphone. See BES To HH Performance Tab for more details. Displays event information for the BES in a chronological order. See Event Tabs for more information.! Note: The System Health link appears at the upper right of each report tab.clicking on System Health opens a pop-up window which displays system health events over time. For more information, See For more on the Carrier Detail Report, see Carriers Report. Operations & Monitoring Guide 96

97 Analysis Console BES Detail Report The BES Detail tab is accessed by clicking on a BES name in the BES column of the User Detail tab or the All User tab. The Detail link opens the BES Detail report that lists detail information about events on the BES server. The following table describes the components on the BES Detail tab. Column BES Summary table Detail Table Users Table Detail link Hung Thread Durations Graph Service Errors Graph (last 15 mins) Pending Messages Graph View a summary of information for the BES. This table appears on all BES tabs except the BES Events tab. Displays user related events that have occurred on the BES. The Analysis Console does not include events related to the specific BES infrastructure metrics (e.g. SRP connection down, etc.).these are available within the Good MSM Operations Console. The Analysis Console events focus on how the BES performance and health are impacting its users. Lists the total number of users and the number of users in each status. Displays detail information about events on the BES server. Displays the number of users that are currently experiencing a hung thread and the duration for which they are experiencing it. Displays the number of service errors that occurred in the previous 15 minutes by the type of error. Displays the percentage of users currently having pending message counts within various ranges. Operations & Monitoring Guide 97

98 Analysis Console Column MAPI Errors Graph (last 10 mins) Displays the number of users who have experienced a MAPI error in the last 10 minutes of various error category types. Range Select Drop Down Box Delivery Time to HH Graph Inactive Minutes Graph Select the range of time for which data is displayed for the flow delivery time graphs. Displays the number of flows that have been delivered to user devices within various time ranges. This graph considers only the most recent flow for each user that has received an within the selected time range (default of one hour). Displays the percentage of users currently inactive for various time ranges. BES Summary Table The BES Summary table appears on all BES tabs except the BES Events tab. Column BES BES Host Availability BES to HH Flows Number of Users With Hung Threads Number of Service Availability Errors Number of Pending Messages Number of BES Service Errors Number of SRP Service Errors Number of Log Lines Per User % Users With High Delivery Time To HH % Users With Pending Messages Name of the selected BES. Whether or not the BES host is available. Number of BES to device flows. Number of users on the BES who currently have hung threads. Number of service availability errors on the BES. Number of pending messages on the BES. Number of BES service errors on the BES. Number of SRP service errors on the BES. Number of log lines per user on the BES. Percentage of users on the BES who have high delivery times to the smartphone for messages. Percentage of users on the BES who have pending messages. Operations & Monitoring Guide 98

99 Analysis Console Column % Users with Rescan Messages Percent of users on the BES with messages that were rescanned. Detail Table Click the Detail button headings in the Event Detail table. to view the Detail table. The following table describes the column Column Event Time Metric Current Status Date and time at which the event occurred. Metric name. Set severity status of the metric. Prior Status Value Learned Range Message Prior severity status of the metric. Value of the metric at the time its severity state was last updated. Note that this value is only updated when its severity state changes and does not represent its current value but rather its value at the time of the event (as indicated by the Event Time column value). Value range that has been learned by the Good MSM system for this metric. Good MSM creates a memory of metric values for each hour of the day for each day of the week. of the event. Hung Thread Durations Graph The Hung Thread Durations graph displays the number of users currently experiencing hung threads of various durations Operations & Monitoring Guide 99

100 Analysis Console Large numbers of users with hung threads (independent of duration) could indicate a problem with the BES and its interaction with the Mail Server. The longer the durations, the more severe the potential issue. A small number of users with larger durations could be indicative of specific users having an issue with a particular operation. Ultimately, depending upon your BES controller configuration, the BES will restart the corresponding messaging agent for which the thread is hung when it exceeds the configured duration (by default greater than 50 minutes). This will cause a temporary service outage for all users associated with that particular messaging agent. Clicking on the various bars of the graph provides the specific user level detail for that duration range and enable additional diagnostics related to the users effected, the operation being attempted and their corresponding Mail Server and messaging agent. Additional information is available on the SRP and Service Errors tab. Service Errors (last 15 minutes) Graph Use the Service Errors graph to view the number of service errors that have occurred in the previous 15 minutes by the type of error. MAPI Errors (last 10 mins) Graph (Exchange Only) Use the MAPI Errors (last 10 mins) graph to view the number of users who have experienced a MAPI error in the last 10 minutes. Operations & Monitoring Guide 100

101 Analysis Console Large numbers of users experiencing MAPI errors could indicate a problem with the BES to Mail Server interaction. In general, the lower the error code category, the more severe the MAPI error. Clicking on the various bars of the graph will provide the specific MAPI error detail for all users experiencing MAPI errors of that category. Additional drill-in detail is also available via the BES MAPI Error report accessible from the navigation tabs at the top of the page. Pending Messages Graph Use the Pending Messages graph to view the percentage of users currently having pending message counts within various ranges. Large percentages of users experiencing pending counts greater than zero would indicate a problem with the BES and/or related infrastructure. Generally, there are a number of low usage users that continually maintain large pending counts. However, a significant percentage of users should usually have zero or extremely low pending counts and the far left bars of this chart should maintain the majority of users in a healthy system. When the percentages start shifting to the bars in the middle and right, there should be cause for concern of an infrastructure issue impacting a large number of users. Clicking on the various bars of the graph will provide the specific user detail for all users experiencing pending counts within that range. Additional drill-in detail related to handheld activity is also available via the BES HH Activity report accessible from the navigation tabs at the top of the page. Users Out of Coverage Graph Use the Users Out of Coverage graph to view the percentage of users currently inactive for periods of time. ranges. Operations & Monitoring Guide 101

102 Analysis Console Large percentages of users experiencing inactivity of long durations could indicate a problem with the BES and/or related infrastructure. Depending upon time of day, a healthy system should have a large percentage of its users populating the bars in the middle to the left of this chart. When the percentages start shifting to the bars in the middle and right, there should be cause for concern of an infrastructure issue impacting a large number of users. Clicking on the various bars of the graph will provide the specific user detail for all users experiencing inactivity within that range. Additional drill-in detail related to Handheld activity is also available via the BES HH Activity report accessible from the navigation tabs at the top of the page. Delivery Times to HH Graph Use the Delivery Times to HH graph to view the number of flows that have been delivered to user smartphones within various time ranges. This graph considers only the most recent flow for each user that has received an within the selected time range (default of one hour).! Note: Use the Range Select drop-down list to select a different time range: one, six, 12, or 24 hours. Operations & Monitoring Guide 102

103 Analysis Console BES Baseline Tab Use the BES Baseline tab to view a three-hour baseline trend for some key metrics for the BES. The following labeled baseline graph shows an example of an abnormal data point. Component Name Data Point Learned Mean Actual value collected by Good MSM for that point in time. Mean value for that metric for that time of day and day of week. This is determined by the Analyzer Engine. Operations & Monitoring Guide 103

104 Analysis Console Component Name Learned Min Learned Max Two standard deviations below mean or the lowest value collected, whichever is higher. Any data point above this learned Min is considered abnormal and requires attention. Two standard deviations above mean or the highest value collected, whichever is higher. Any data point above this learned max is considered abnormal and requires attention. There are six metrics tracked by the BES Baseline. The following table describes these metrics. Column Outbound Volume Per Minute Inbound Volume Per Minute % Users With Pending Messages Monitored Log Lines Per User Avg Delivery Speed in Seconds % User in Sample With rescanned Messages (Exchange Only) The number of messages per minute sent from the BES to devices. A count below the baseline can be a symptom of a BES problem. The number of messages per minute sent from devices to the BES. A count below the baseline can be a symptom of a problem. The percent of users with one or more pending messages per minute. A percent above baseline can be a symptom of a BES, Carrier or NOC problem. The number of log lines monitored per user per minute. An abnormal logging rate can be indicative of a problem. The average time in seconds that it takes a message to be delivered from the BES to the device. A higher than normal can be a symptom of a problem. The percent of users in the sample with messages that were rescanned. A sample of messages is taken every 3 minutes the looks at how many of these messages have been rescanned. Higher than normal rescans indicate problems between the BES and Mail Servers.Note: You can view more detail by clicking on the Details button located on the right of the bar. SRP and Service Errors Tab Use the SRP and Service Errors tab to view information about SRP errors, BES service errors, and user service errors. Operations & Monitoring Guide 104

105 Analysis Console The following table describes the components on the SRP and Service Errors tab. Column BES Service Error Trends link BES User Service Error Trends BES MAPI Errors Current SRP Errors list Current BES Service Errors list Current User Service Errors list View data pertaining to BES Service Errors for a selected time period. See BES: Service Error Trends on page 128 for more information. View data pertaining to BES User Service Errors for a selected time period. See BES: Service Error Trends on page 128 for more information. View data pertaining to BES Messaging Application Programming Interface (MAPI) Errors for a selected day. See BES: MAPI Errors for more information. View details for any currently unresolved SRP errors. This list can be filtered. See Using Interactive Reporting Features for more details. View details for any currently unresolved BES Service errors. This list can be filtered. See Using Interactive Reporting Features for more details. View details for any currently unresolved BES User Service errors. This list can be filtered. See Using Interactive Reporting Features for more details. BES: Service Error Trends Click the BES Service Error Trends link on the SRP and Service Errors tab to view data pertaining to BES Service Errors for a selected time period. Operations & Monitoring Guide 105

106 Analysis Console The following table describes the components on the BES: Service Error Trends window. Column Set Range drop-down list Details button Service Errors Trend graph Error type distribution graph Select the range for the information displayed: Custom: Select a start date and end date, then click Submit to view a custom data set for the selected time.daily: View BES error information for the past 24-hour period.weekly: View BES error for the past seven-day period.monthly: View daily service errors for the past 30- day period. View a list of BES service error details in a separate window. View a graphical view of the BES service errors for the time period selected in the Set Range drop-down list. View a graphical view of the BES service error types for the time period selected in the Set Range drop-down list. BES: User Service Error Trends Click the BES User Service Error Trends link on the SRP and Service Errors tab to view data pertaining to BES User Service Errors for a selected time period. Operations & Monitoring Guide 106

107 Analysis Console The following table describes the components on the BES: User Service Error Trends window. Column Set Range drop-down list Details button Service Errors Trend graph Error type distribution graph Select the range for the information displayed: Custom: Select a start date and end date, then click Submit to view a custom data set for the selected time.daily: View BES error information for the past 24-hour period.weekly: View BES error for the past seven-day period.monthly: View daily service errors for the past 30- day period. View a list of BES service error details in a separate window. View a graphical view of the user service errors for the time period selected in the Set Range drop-down list. View a graphical view of the user service error types for the time period selected in the Set Range drop-down list. The possible user service error types are mail server, LDAP, or mail flow. BES: MAPI Errors Click the BES MAPI Errors link on the SRP and Service Errors tab to view data pertaining to BES MAPI errors for a selected day. Operations & Monitoring Guide 107

108 Analysis Console Column Select Date field Detail button MAPI Errors graph MAPI Error Type Distribution graph Enter a date in dd/mm/yyyy format, or click the Calendar icon to select a date from the pop-up calendar. Click Submit to change the view of the MAPI Errors and MAPI Error Type Distribution graphs. View a list of BES MAPI error details in a separate window. View a graphical view of the number of MAPI errors over the selected 24- hour period. View a graphical view of the type of MAPI errors over the selected 24-hour period. BES To HH Performance Tab Use the To HH Performance tab detailed information on messages sent from the BES to the user smartphone. Operations & Monitoring Guide 108

109 Analysis Console A color legend shows a different color for each messaging agent used in the User- Messages report and each of the graphs. The following table describes the components on the To HH Performance tab. Column User-Messages report Average total delivery time in seconds graph Average mail server to BES delivery time in seconds graph Number of messages graph Percentage of total messages received from rescan Chart data link View aggregated messaging information by user. This list is color-coded by agent. View the aggregated average total delivery time (in seconds) for all messages delivered to all agents and mail servers during the last 24 hours (in three hour intervals). View the aggregated average time it takes all messages delivered to the agents and mail servers selected in the Filters pane during the last 24 hours to travel from the mail server to the BES. View the aggregated number of messages delivered to the agents and mail servers during the last 24 hours (in three-hour intervals). View the aggregated percentage of total messages received from rescan for the agents and mail servers during the last 24 hours (in three-hour intervals). Click this link to view a detailed list of each message delivered during a selected time period. The data in this list is used to create the graphs on the To HH Performance tab. See Messages to HH Detail List for more information. Note: When you reach the Messages to HH from a BES To HH Performance tab, a filter is automatically added to filter the results by the selected BES. Remove the filter to view all message details. See Using Interactive Reporting Features for more details. Operations & Monitoring Guide 109

110 Analysis Console User-Messages Report The Users-Messages report displays messaging information for each user on the BES. The users are colorcoded by agent. The graphs on the To HH Performance tab are a graphical representation of the data in this list. Column Users Total Time Mail to BES time Messages Rescans % Agents Mail Servers User name. Total delivery time (in seconds) between the time the message was sent and the time it was received by the BES. Total delivery time (in seconds) between the mail server and the BES. Total number of messages the BES receives from the mail server and their rank in the User-Messages report.note: The number of messages that the BES retrieves from the mail server may not correspond to the number of messages actually delivered to the user s smartphone if they are discarded by the BES. Percentage of messages rescanned and their rank in the User-Messages report. Messaging agent identification number. Name of the mail server. Mail Server Reports The following sections describe the Mail Server reports available from the Analysis Console. The following table describes the mail server report tabs available Operations & Monitoring Guide 110

111 Analysis Console Column Mail Server Detail Mail Server Hung Threads Mail Server MAPI Errors Mail Server HH Activity To HH Performance Mail Server Events Displays detailed information about the selected mail server. See Mail Server Detail Tab for more information. Opens the Mail Server Hung Threads report which gives detailed information on the hung operations on the Mail server. Opens the Mail Server MAPI Errors report which provides detailed information on the MAPI errors that have occurred on the Mail server. Opens the Mail Server HH Activity report which provides detailed information on the messages sent and received between the Mail Server and the handheld. Opens the Mail Server Messages To HH report which provides detailed information on the messages sent from the Mail Server to the user smartphone. See Mail Server To HH Performance Tab for more information. Displays event information for the mail server in a chronological order. See Event Tabs for more information. Mail Server Detail Tab The Mail Server Detail tab is accessed by clicking on a Mail Server name in the Mail Server column of the User Detail Report or the All User Report. Operations & Monitoring Guide 111

112 Analysis Console Column Mail Server Summary table Detail Table Users Table Detail link Hung Thread Durations Graph Pending Messages Graph MAPI Errors Graph (last 10 mins) Inactive Minutes Graph Range Select Drop Down Box Mail To BES Delivery Time Graph Displays a summary of information for the mail server. This table appears on all mail server tabs except the Mail Server Events tab. Displays events that have occurred in the Mail Server related to its impact on users to the specific Mail Server infrastructure metrics (if a Good MSM Analyzer has been deployed to monitor them). Events related are not included in the Analysis Console but are available within the Good MSM Operations Console. Lists the total number of users and the number of users in each status. Displays detail information about events on the BES server. Displays the number of users that are currently experiencing a hung thread and the duration for which they are experiencing it. Displays the percentage of users currently having pending message counts within various ranges. Displays the number of users who have experienced a MAPI error in the last 10 minutes of various error category types. Displays the percentage of users currently inactive for various time ranges. Select the range of time for which data is displayed for the flow delivery time graphs. Displays the time in seconds it took a message to be delivered from the Mail Server to the BES. Mail Server Summary Table The Mail Server Summary table appears on all Mail Server tabs except the Mail Server Events tab. Column Mail Server Number of Users With Hung Threads Name of the selected mail server. Number of users on the mail server who currently have hung threads. Operations & Monitoring Guide 112

113 Analysis Console Column % Users Inactive Percentage of users on the mail server who are currently inactive. % Users With High Delivery Times Mail To BES Percentage of users on the mail server who have high delivery times for messages between the mail server and BES. Detail Table Click the Detail button to view the Detail table. The following table describes the column headings on the Detail table on the Mail Server Detail report. Column Event Time Metric Current Status Prior Status Event Value Learned Range Message Date and time at which the event occurred. Metric name. Current severity status of the metric. Prior severity status of the metric. Value of the metric at the time its severity state was last updated. Note that this value is only updated when its severity state changes and does not represent its current value but rather its value at the time of the event (as indicated by the Event Time column value). Value range that has been learned by the Good MSM system for this metric. of the event. Click the spreadsheet link below the table to download a.csv file containing the information. Hung Thread Durations Graph Use the Hung Thread Durations graph to view the number of users currently experiencing hung threads of various durations. Operations & Monitoring Guide 113

114 Analysis Console Large numbers of users with hung threads (independent of duration) could indicate a problem with the Mail Server and its interaction with the BES. The longer the durations, the more severe the potential issue. A small number of users with larger durations could be indicative of specific users having an issue with a particular operation. Ultimately, depending upon your BES controller configuration, the BES will restart the corresponding messaging agent for which the thread is hung when it exceeds the configured duration (by default greater than 50 minutes). This will cause a temporary service outage for all users associated with that particular messaging agent. Clicking on the various bars of the graph will provide the specific user level detail for that duration range and enable additional diagnostics related to the users effected, the operation being attempted and their corresponding BES and messaging agent. Additional drill-in detail is also available via the Mail Server Hung Thread report accessible from the navigation tabs at the top of the page. MAPI Errors Graph Use the MAPI Errors (last 10 mins) graph to view the number of users who have experienced a MAPI error in the last 10 minutes. Operations & Monitoring Guide 114

115 Analysis Console The graph shows that no user has experienced a MAPI error of the categories displayed. Large numbers of users experiencing MAPI errors could indicate a problem with the Mail Server or the BES to Mail Server interaction. In general, the lower the error code category, the more severe the MAPI error. Clicking on the various bars of the graph will provide the specific MAPI error detail for all users experiencing MAPI errors of that category. Additional drill-in detail is also available via the Mail server MAPI Error report accessible from the navigation tabs at the top of the page. Pending Messages Graph Use the Pending Messages graph to view the percentage of users currently having pending message counts within various ranges. Large percentages of users experiencing pending counts greater than zero would indicate a problem with the Mail Server and/or related infrastructure. Generally, there are a number of low usage users that continually maintain large pending counts. However, a significant percentage of users should usually have zero or extremely low pending counts and the far left bars of this chart should maintain the majority of users in a healthy system. When the percentages start shifting to the bars in the middle and right, there should be cause for concern of an infrastructure issue impacting a large number of users. Clicking on the various bars of the graph will provide the specific user detail for all users experiencing pending counts within that range. Additional drill-in detail related to handheld activity is also available via the Mail Server HH Activity report accessible from the navigation tabs at the top of the page. Inactive Minutes Graph Use the Inactive Minutes graph to view the percentage of users currently inactive for various time ranges. Operations & Monitoring Guide 115

116 Analysis Console Large percentages of users experiencing inactivity of long durations could indicate a problem with the Mail Server and/or related infrastructure. Depending upon time of day, a healthy system should have a large percentage of its users populating the bars in the middle to the left of this chart. When the percentages start shifting to the bars in the middle and right, there should be cause for concern of an infrastructure issue impacting a large number of users. Clicking on the various bars of the graph will provide the specific user detail for all users experiencing inactivity within that range. Additional drill-in detail related to handheld activity is also available via the Mail Server HH Activity report accessible from the navigation tabs at the top of the page. Mail to BES Delivery Time Graph Use the Mail to BES Delivery Time graph to view the number of s (flows) that have been delivered to user smartphones within various time ranges. Operations & Monitoring Guide 116

117 Analysis Console This graph considers only the most recent for each user that has received an within the selected time range (default of one hour). The Range Select list box can be used to specify the time range window for s to consider. Clicking on the various bars of the graph will provide the specific user detail for all users with delivery times within that range. Large numbers of flows taking greater than one minute could indicate a problem with the Mail Server and/or related infrastructure. response time degradation can at times be a leading indicator of some emerging problems in the infrastructure or capacity issues. Additional drill-in-detail is also available via the Mail Server Messages To HH report accessible from the navigation tabs at the top of the page. Mail Server To HH Performance Tab Use the To HH Performance tab to view detailed information on messages sent from the mail server to the user smartphone. Column User-Messages report View aggregated messaging information by user. SeeUser-Messages Report on page 148 for more details. Operations & Monitoring Guide 117

118 Analysis Console Column Average total delivery time in seconds graph Average mail server to BES delivery time in seconds graph Number of messages graph Percentage of total messages received from rescan Chart data link View the aggregated average total delivery time (in seconds) for all messages delivered to the agents and BES during the last 24 hours. View the aggregated average time it takes all messages delivered to the agents and mail servers during the last 24 hours to travel from the mail server to the BES. View the aggregated number of messages delivered to the agents and BES during the last 24 hours. View the aggregated percentage of total messages received from rescan for the agents and BES during the last 24 hours. Click this link to view a detailed list of each message delivered during a selected time period. The data in this list is used to create the graphs on the To HH Performance tab. See Messages to HH Detail List for more information.note: When you reach the Messages to HH from a Mail Server To HH Performance tab, a filter is automatically added to filter the results by the selected mail server. Remove the filter to view all message details. See Using Interactive Reporting Features for more details. User-Messages Report The Users-Messages report displays messaging information for each user on the mail server. The graphs on the To HH Performance tab are a graphical representation of the data in this list. The following table describes the columns on the User-Messages report. Operations & Monitoring Guide 118

119 Analysis Console Column User Total Time Mail to BES Time Messages Rescan % BES Agent User name. Total delivery time (in seconds) between the time the message was sent and the time it was received by the BES. Total delivery time (in seconds) between the mail server and the BES. Total number of messages the BES receives from the mail server and their rank in the User-Messages report.note: The number of messages that the BES retrieves from the mail server may not correspond to the number of messages actually delivered to the user s smartphone if they are discarded by the BES. Percentage of messages rescanned and their rank in the User-Messages report. Name of the BES. Messaging agent identification number. Carrier Report Tabs The following sections describe the Carrier reports available from the Analysis Console. The following table describes the Carrier report tabs available. Column All Users Carrier Detail Carrier HH Activity To HH Performance Carrier Events Displays the Analysis Console All Users tab. Displays detailed information about the selected carrier. See Carrier Detail Tab for more information. Opens the Carrier HH Activity report which provides detailed information on the messages sent and received by users via this carrier. Opens the Carrier Messages To HH report which provides detailed information on the messages received by users via this carrier. See Carrier To HH Performance Tab for more information. Opens the Carrier Events report which provides details on carrier eventides Event Tabs for more information. Operations & Monitoring Guide 119

120 Analysis Console Carrier Detail Tab The Carrier Detail tab is accessed by clicking on a Carrier name in the Active Carrier column on the User Detail Report or the all Users Report The Carrier Detail tab contains the components described in the following table. Column Carrier Summary table Detail Table Pending Messages Graph Inactive Minutes Graph BES To HH Delivery Time Graph Displays a summary of information for the carrier. This table appears on all Carrier tabs except the Carrier Events tab. Displays information on the events that have occurred on the Carrier related to its impact on users. The Analysis Console events are solely focused on how the wireless provider performance and health are impacting its users. Displays the percentage of users currently having pending message counts within various ranges. Displays the percentage of users currently inactive for various time ranges. Displays the number of s (flows) that have been delivered to users from the BES to Handhelds within various time ranges. Carrier Summary Table The Carrier Summary table appears on all Carrier tabs except the Carrier Events tab. Operations & Monitoring Guide 120

121 Analysis Console The following table describes the columns on the Carrier Summary table. Column Active Carrier Number of Users With Pending Messages Name of the selected active carrier. Number of users on the carrier who currently have pending messages. % Users Inactive Percentage of users on the carrier who are currently inactive. % Users With High BES To HH Delivery Time Percentage of users on the carrier who have high delivery times for messages between the BES and device. Detail Table Click the Detail button to view the Detail table. The following table describes the column headings in the Carrier Detail report. Column Event Time Metric Current Status Prior Status Value Learned Range Message Date and time at which the event occurred. Metric name. Current severity status of the metric. Prior severity status of the metric. Value of the metric at the time its severity state was last updated. Note that this value is only updated when its severity state changes and does not represent its current value but rather its value at the time of the event (as indicated by the Event Time column value). Value range that has been learned by the Good MSM system for this metric. of the event. Operations & Monitoring Guide 121

122 Analysis Console Pending Messages Graph Use the Pending Messages graph to view the percentage of users currently having pending message counts within various ranges. In this example the graph shows that percent of the users currently have a pending count of zero, while 2.86 percent have a pending count of one. This can indicate a carrier, NOC or RIM problem. Inactive Minutes Graph Use the Inactive Minutes graph to view the percentage of users currently having pending message counts within various ranges. In this example, the graph shows that percent of the users currently have been contacted in the last 30 minutes, while 1.43 percent have been contacted in the last minutes. Also notice that 1.43 percent have not been contacted in over 480 minutes. This can indicate a carrier, NOC or RIM problem. BES to HH Delivery Time Graph Use the BES to HH Delivery Time graph to view the number of (flows) that have been delivered to users from the BES within various time ranges. Operations & Monitoring Guide 122

123 Analysis Console Since this graph represents a carrier perspective, it only focuses on the hop time between the BES and the device.! Note: Use the Range Select drop-down list to select a different time range: one, six, 12, or 24 hours. Carrier To HH Performance Tab Use the To HH Performance tab to view detailed information on messages sent from the carrier to the user smartphones. Operations & Monitoring Guide 123

124 Analysis Console The following table describes the components on the To HH Performance tab. Column User-Messages report Average total delivery time in seconds graph Average mail server to BES delivery time in seconds graph Number of messages graph Percentage of total messages received from rescan Chart data link View aggregated messaging information by user. View the aggregated average total delivery time (in seconds) for all messages delivered to the agents during the last 24 hours. View the aggregated average time it takes all messages delivered to the agents during the last 24 hours to travel from the mail server to the BES. View the aggregated number of messages delivered to the agents during the last 24 hours. View the aggregated percentage of total messages received from rescan for the agents during the last 24 hours. Click this link to view a detailed list of each message delivered during a selected time period. The data in this list is used to create the graphs on the To HH Performance tab. See Messages to HH Detail List for more information.note: When you reach the Messages to HH from a Carrier To HH Performance tab, a filter is automatically added to filter the results by the selected mail server and/ or active carrier. Remove the filter(s) to view all message details. See Using Interactive Reporting Features for more details. Operations & Monitoring Guide 124

125 Analysis Console Column Users Total Time BES to HH Time Messages BES Agents Mail Servers User name. Total delivery time (in seconds) between the time the message was sent and the time it was received by the BES. Total delivery time (in seconds) between the BES and the smartphone. Total number of messages the BES receives from the mail server and their rank in the User-Messages report.note: The number of messages that the BES retrieves from the mail server may not correspond to the number of messages actually delivered to the user s smartphone if they are discarded by the BES. Name of the BES. Messaging agent identification number. Name of the mail server. Using Interactive Reporting Features Some tabs on the Analysis Console utilize an advanced filtering system to allow you to narrow down a large amount of data to find only those items that are pertinent.! Note: When a query returns more than 10,000 rows, you will be notified to filter your data to ensure complete results. Operations & Monitoring Guide 125

126 Analysis Console The following table describes the filter options you can use to limit your data. Column Select Columns icon Select the column you want to search by. Search bar Rows drop-down list Enter the search terms for which you want to create a filter.note: This field is not case-sensitive. Select the number of rows you want to display per page. Note: Select All to return all results. Go button Actions Menu icon Click this button to execute the search. Select advanced search and filter options. Note: Click this icon, then click Help to view descriptions of these menu options Removing Filters Once a filter is applied to a list of data, you can clear the check box to temporarily view the data without the filter, or remove it permanently. Operations & Monitoring Guide 126

127 Analysis Console! Note: Click the Delete icon to remove the filter permanently. Operations & Monitoring Guide 127

128 Operations and Monitoring Guide Version Copyright 2015 by Good Technology. All rights reserved. Trademarks Good is a registered trademark of Good Technology Incorporated. Microsoft and Microsoft Windows are registered trademarks of Microsoft Corporation. All other product names used are trademarks of their respective owners. Notice The material in this document is for information only and is subject to change without notice. While reasonable efforts have been made in the preparation of this document to assure its accuracy, Good Technology Inc. assumes no liability resulting from errors or omissions in this document, or from the use of the information contained herein. Good Technology Inc. reserves the right to make changes in the product design without reservation and without notification to its users. Edition July 16, 2015 Mobile Service Manager

129 Operations Dashboard System Health Notifications This section displays warnings of severe system issues that have been detected. It describes the error condition, the subsystem affected by the issue, and how long ago the event occurred. Click the details link to open the System Health Events. The System Health Events report displays details for system health issues. It identifies the subsystem name, the fault condition being reported, its severity, and the data and time when the error was reported. Pressing the blue Details link will open the same System Health Events page as the Details button within the banner. The page will be automatically filtered to display only the events tied to this issue that have occurred. Operations & Monitoring Guide 129

130 Operations Dashboard Five filter settings are provided at the top of the report: Name - The name of the service reporting the health alert (Default is All) Severity - The classification of how bad the problem is (Default is All ) Start Date - Sets the lower bound of the range of alerts that will be retrieved (The default is 30 days prior to today s date) End Date - Sets the upper bound of the range of alerts that will be retrieved (The default is today s date) Display - Sets the number of rows that will be displayed for each page in the report (The default is 30 rows) Set each filter by selecting from the drop-down list. Choose the Start Date and End Date by clicking their calendar icons and then choosing a date for each from the calendar. Then click Submit to execute the report. Clicking the Severity filter and selecting the status to sort by. The System Health report provides a drop-down list from which the Name of the services being reported by the alert may be selected. Only alerts pertaining to the selection will be displayed. The following table describes each service alert: Name of Service AD Group Sync APNs Certificate Security Management uses Active Directory Groups to which the user is subscribed to define users device access to enterprise resources. If the AD Group Sync is not functioning, a System Health Alert is issued. The Apple Push Notification service (APNs) requires a configured PKCS#12 certificate to exist on the server. For more information, review the Overview chapter of the Good MSM Version 7.5 Security Management Guide. Operations & Monitoring Guide 130

131 Operations Dashboard Name of Service APNs Gateway Notification Queue Polling APNs Gateway Action Gateway Analyzer Server Heartbeat Analyzer Server - Local Host BES Apps Sync BES Log Collection BES Log Collector<ServerName> BES User Sync Baselines Good MSM Repository The APNs is accessed via a secure gateway. If notification polling ceases, a System Health alert is issued. If APNs the gateway has been inactive for 10 minutes, a system health alert is issued. If certificate loading fails or error responses are received from the APNS, specific notification alters are issued. Responsible for Actions executed against Exchange ActiveSync (EAS) via PowerShell commands (e.g wipe device commands are delivered via the Action Gateway). If the Gateway is not functioning, or if PowerShell and Exchange Management Shell are missing, a System Health alert is issued. Responsible for sending periodic heartbeat pushes to the database. If the Analyzer Server heartbeat is not broadcast in 15 minutes (no activity in the associated table) a System Health alert is issued. If no activity is monitored in the associated table a System Health alert is issued. Periodically performs a synchronization of the applications on BlackBerry devices with the BlackBerry Enterprise Server (BES). If the Apps Sync is not functioning, Good MSM is unable to identify the applications on BlackBerry devices and issues a Critical System Health alert. If no BlackBerry Enterprise Server log lines are read in 15 minutes, a System Health alert is issued. Collects log information from the BES and the ActiveSync logs. When collection is not occurring, the ability to monitor information flow on both BlackBerry devices and ActiveSync devices is stopped. A failure will result in a Critical System Health alert. Periodically performs a synchronization of BlackBerry devices and user data with the BES. If BES User Sync is not functioning, Good MSM is unable to sync BlackBerry devices. If not updated for 30 minutes (with no activity in the associated BlackBerry users table), a Critical System Health alert is issued. The Good MSM Analyzer Server continually performs statistical baselines for each performance metric implementation detail. If baselines data are not received, the Good MSM Analyzer is not functioning and a System Health alert is issued. When the table associated with baselining is inactive for 70 minutes, a system health alert is issued. If the Oracle database becomes nonresponsive, the system is down and a Critical Health System alert is issued. Operations & Monitoring Guide 131

132 Operations Dashboard Name of Service Good MSM Integrator Collector Server Compliance Engine Compliance Engine Action Manager Database Jobs Service System Health Good User Sync MDM Service Periodically performs a synchronization of mobile device data and users from Exchange and ActiveSync. If the integrator has not updated the system in 10 minutes, Good MSM is unable to sync ActiveSync devices and a System Health alert is issued. An interface between the Database and the Good MSM Analyzer Server. It gathers information from the Database and makes WMI calls on behalf of the Analyzer Server. Tests the managed mobile devices against a set of compliance rules every fifteen minutes, flags non-compliant devices and issues automatic actions to protect the enterprise. If the Compliance Engine is not functioning, all enrollment is stopped, all new compliance actions are halted, and a System Health alert is issued. For more information about the Compliance Engine, see the Good MSM Security Management Guide. Remediation and enforcement actions can be configured to be automatically issued by the Compliance Engine against out-of-compliance devices that are under Security Management. If the Compliance Engine Action Manager fails, a System Health alert is issued. These internal Good MSM database tasks run warehousing functions nightly and at various times during the day to summarize data for analysis and reporting. When these processes are not functioning, the warehousing function cannot be performed and a System Health alert is issued.if the Database Jobs are not restored, cumulative analytical and reporting data cannot be gathered and existing but stale data could eventually be purged automatically. This subcomponent delivers notification s that are generated by the Compliance Engine. When down, automatic compliance actions will continue but no notifications will be provided to the Security Administrator or others of those actions being performed. Periodically performs a synchronization of mobile devices on the Good Mobile Messaging platform. If Good User Sync is not functioning, Good MSM is unable to sync Good devices. If not updated for 30 minutes, a Critical System Health alert is issued. A Mobile Device Management (Security Management) subcomponent which performs enrollment, device check-in, and compliance activities. When the MDM Service is not functioning, a Critical System Health alert is issued. Operations & Monitoring Guide 132

133 Operations Dashboard Name of Service MDM Sheriff A subcomponent within the Good MDM Service. When problems are detected, a System Health alert is issued. The report output is initially sorted by Event Time. This is indicated by a small triangle in the column heading, pointing in the direction of the sort (a downward pointing arrow means the sort is in descending order). The report can be manually sorted by any other column simply by clicking any of the column names. Operations & Monitoring Guide 133

134 03 Performance Management Reports The Ops Dashboard includes a robust Reporting module that is accessed using the Reports option under Performance Management in the Operate drop-down menu. The Reporting module provides daily reports that summarize the health and performance of the BES environment. Reports can be used to identify trends and issues in the BES environment over a period of time so that it can be adjusted to maximize overall service levels. This chapter includes the following topics: Requirements About Reports Viewing Reports Scheduling Reports Daily Performance Management Reports Long-Term Performance Management Reports Requirements The following table lists the requirements for viewing Performance Management reports. Component Requirement Internet Browser Internet Explorer 9, Mozilla Firefox 16. PDF Viewer Datasheet Viewer Acrobat Reader. Microsoft Excel. About Reports Reports can be scheduled to automatically run at certain intervals or run as needed. Reports collect summary results from the prior day. Therefore, establishing a nightly delivery schedule allows administrators to easily receive a summary assessment of the BES environment. 134

135 Performance Management Reports Reports are divided into three categories: Daily Performance Management Reports Long-Term Performance Management Reports Asset Management Reports (if the Asset Management Module is installed) This chapter describes Daily and Long-Term Performance Management reports. For information about Asset Management reports, please refer to the Good MSM Asset, Expense & Compliance Management Module User Guide. Viewing Reports Reports can be viewed in either.pdf or.xls format, or both. You can retrieve reports from the Report landing page. The following sections describe how to view reports in each format. Viewing Reports in PDF Format To access the Performance Management reports and run a report: 1. Select Reports from the Operate drop-down menu. Operations & Monitoring Guide 135

136 Performance Management Reports 2. Click PDF for any report. The report executes and displays as a.pdf file.! Note: If the Acrobat Reader plug-in is installed in the browser, the report will open in the browser window. Otherwise, you will be prompted to save the file. Viewing Reports in.xls Format To open or save the report as an.xls file: 1. Click XLS for any report. Operations & Monitoring Guide 136

137 Performance Management Reports 2. Click the option to open the file with Microsoft Excel. Or: Save the file to the disk.! Note: You can select the check box to perform the chosen action for all.xls files in the future. 3. Click OK.! Note: When working with the asset management data in Excel, you can use all standard Excel application features. Scheduling Reports All Performance Management reports can be scheduled to run according to a defined schedule. To define a report schedule: 1. From the Report Landing page, click PDF, XLS, Schedule XLS, or Schedule PDF for a report Operations & Monitoring Guide 137

138 Performance Management Reports The Reporting Schedule page opens displaying the Parameters tab. 2. (If required) Enter parameters for the report.! Note: The following reports do not require you to enter any parameters: Overall System, Mail Servers, Carriers, Users, Exceptions, Account Management, and 30 Day Overall Summary 3. (Optional) Enter a name for the report in the Name of the scheduled task field. 4. Click Next. The Publish tab opens displaying the To option. 1. (Optional) Enter a name for the report in the Name of the scheduled task field. 2. Click Next. Operations & Monitoring Guide 138

139 Performance Management Reports 3. Click New to create a new recipient.! Note: You can also click Edit to modify an existing address and update the information or click Delete to remove an existing address. Operations & Monitoring Guide 139

140 Performance Management Reports The following table describes the fields in the Publish - To option. Field From To Cc Bcc Subject Comments Enter the address from which the will be sent. Enter the primary address to which the will be sent. Enter any secondary address to which the will be copied. Enter any secondary address to which the will be copied without being displayed on any other recipient s copy. Enter the subject line for the . Enter any additional comments that will be displayed in the Click OK to update and save the recipient(s) specified. 5. Click Next. 6. From the Select time to publish drop-down list, select one of the following options: Run this task immediately: executes the report one time on an ad-hoc basis and go to Step 9. Run this task at: defines a specific date and time to run the report once and go to Step 10. Run this task periodically: defines a schedule to repeatedly run the report and go to Step To use the Run this task immediately option, select the Time Zone to be used for the report, then go to Step 12. Operations & Monitoring Guide 140

141 Performance Management Reports 8. To use the Run this task at option: a. Select the Time Zone to be used for the report. b. Select the Year, Month, Day, Hour, Minute to run the report and click the appropriate AM or PM radio button. c. Go to Step Using the Run this task periodically option, specify the parameters in the following table to define a schedule to run the report repeatedly: Field Time Zone Run After Run Until Every/Every Weekday Time Hour/Minute Specify which time zone for the report schedule time. Click the Run After checkbox to specify a specific date and time to begin running the report on a scheduled basis and specify the date and time parameters. Click the Run Until checkbox to specify a specific date and time to end running the report on a scheduled basis and specify the date the time parameters. Click the Every radio button to specify a daily schedule other than running a report every weekday (Monday - Friday). To specify running a report each week, enter 7 for seven days. Click the Every Weekday radio button to run the report Monday - Friday. Specify the time the report should initiate. Specify the hour and minute the report should initiate. Operations & Monitoring Guide 141

142 Performance Management Reports 10. Click Finish. The report executes according to the time option selected as follows: Run this task immediately: executes immediately one time Run this task at: executes at the specified time one time Run this task periodically: establishes a schedule as defined and executes according to the schedule Viewing and Editing a Report Schedule A report schedule can be edited, deleted, or disabled to interrupt the schedule. To edit a report schedule: 1. Click Report Scheduler in the Reports landing page. The Report Schedule page opens and displays the Scheduled tab. 2. To edit a report schedule, click the Schedule Name link to the left of the report to reschedule. The Report page opens and displays the report schedule parameters defined. 3. Click the Publish tab and select the tab. Edit the information originally defined. 4. Click the Conditions tab and the Time tab to edit the information originally defined. 5. Click Finish to submit Performing Tasks for Scheduled Reports A report schedule can be edited, deleted, or disabled to interrupt the schedule. To edit a report schedule: Operations & Monitoring Guide 142

143 Performance Management Reports 1. Click Report Scheduler in the Reports landing page. The Report Schedule page opens and displays the Scheduled tab. 2. To perform a task for one report, click the schedule row to select the row, then right-click the schedule name clock icon. 3. Choose the option to execute from the right-click menu. The list of tasks is defined in the following table Icon Run Properties Copy Delete Enable Disable Export to Script Executes the selected report(s) immediately. Opens the General tab of the Schedule from which the report parameters can be edited. Creates a new scheduled task by duplicating an existing scheduled task. Deletes selected scheduled report(s). Used to resume an interrupted report schedule. Used to interrupt an enabled report schedule. Generates a script for the report schedule parameters. Operations & Monitoring Guide 143

144 Performance Management Reports Daily Performance Management Reports Daily Performance Management Reports show summary and status information about Good MSM monitored environments. These reports run overnight, and display information from the previous day. You can use this information to identify service levels, problematic trends or warning signs, and resolve the issues to improve service quality Daily Performance Management Reports are divided into two categories: Summary Reports and Detail Reports. The following table describes the Summary reports available in Daily Performance Management: Summary Report Overall System Report Mail Servers Report Carriers Report Users Report Shows status and performance statistics of the BES infrastructure including: BlackBerry Enterprise Servers, mail servers, carriers, user groups, and top users. This report generates in.pdf format. Shows status, performance statistics, and error details for all mail servers. This report generates in.pdf format. Shows status, performance statistics, and error details for all carriers. The report also includes message flows and pending message trends for the top five carriers. This report generates in.pdf format Shows status, performance statistics, and error details for all user groups. This report generates in.pdf format. The following table describes the Detail reports available in Daily Performance Management: Operations & Monitoring Guide 144

145 Performance Management Reports Report BlackBerry Enterprise Server Report Exceptions Report Fix-It Audit Report Account Management Advisor Shows status, seven day trending, and error details for an individual BES. This report generates in.pdf format. Provides a list of all exceptions reported on that day for individual users and BlackBerry Enterprise Servers. This report generates in.pdf Audit trail report of the actions taken through Good MSM Fix-It application as well as through external applications (BES Admin Manager, Resource Kit, etc.). List of accounts that can be removed based on duplicate addresses and PINs. Removing duplicate accounts can potentially improve BES health and free up Client Access Licenses (CALs). This report generates in.pdf format. The following sections describe each of these reports in greater detail. Overall System Report The Overall System Report contains summary and status information for each component of the BES environment including BES servers, mail servers, carriers, Custom Summary Groups, and most active users. Information includes message flow statistics, average delivery time, errors, and pending messages.! Note: You can also click Edit to modify an existing address and update the information or click Delete to remove an existing address. Operations & Monitoring Guide 145

146 Performance Management Reports The BES section provides details about any BlackBerry Enterprise Servers. The following table describes the columns in the BES section of the Overall System Report. Icon BES Users Mail Servers Msgs to HH Msgs from HH Avg Del Time (min) Name of the BES the information is collected from. Number of users on this BES yesterday. Number of mail servers associated with this BES yesterday. Number of messages sent to BlackBerry Smartphone yesterday. Number of messages sent from BlackBerry Smartphone yesterday. Average time, in minutes, for a message to be delivered yesterday. 90% Del Time (min) Average delivery time of messages yesterday, calculated after discarding the 10% of the slowest messages processed by the BES. BES Service Errors Hung Threads Max Pending Msgs Log Lines SRP Errors Agents Shutdown Good MSM Critical Events Number of BES Service errors yesterday. Number of hung threads yesterday. The maximum number of pending messages recorded on the BES yesterday. Number of log lines processed by Good MSM for the BES yesterday. Number of SRP errors reported yesterday. Number of agents that were shutdown yesterday. Number of generated events that were marked Critical yesterday. % Not Delivered Percentage of messages that failed to be delivered yesterday. % Rescan Percentage of messages that needed to be rescanned yesterday. Note: This applies to Exchange servers only Operations & Monitoring Guide 146

147 Performance Management Reports Icon Maintenance Hops Users Number of users undergoing maintenance yesterday. Avg Mail to BES (min):average time, in minutes, for a message to go from mail server to BES yesterday.:avg (min): Average time the BES spent processing a message yesterday: Avg BES to HH (min): Average time, in minutes, for a message to go from BES to device device yesterday. Service Errors :Number of service errors generated by this BES yesterday. Hung Threads: Number of hung threads generated by this BES yesterday. Inactive Max: Maximum number of users on he BES that were inactive yesterday.pending Msgs Max: Maximum number of users on the BES with pending messages yesterday. Critical Events:Number of critical events generated for this BES yesterday. The following table describes the columns in the Mail Server section of the Overall System Report. Field Mail Server Users Maint% Msgs To HH Avg BESMail Del (min) User Service Errors Hung Thread Users Name of the mail server. Number of users on this mail server yesterday. Percentage of users on this mail server undergoing maintenance yesterday. Number of messages being sent to the device yesterday. Average time taken by the BES to retrieve a flow from the inbox yesterday. Number of service errors generated by devices on the mail server yesterday. Number of users who were experiencing hung threads generated by devices on the mail server yesterday. Operations & Monitoring Guide 147

148 Performance Management Reports Field Carrier Users Msgs to HH Avg Del Time (min) Pndg Users max Name of the carrier. This report displays details for the top five carriers only. Number of users on this carrier yesterday. Number of messages being sent to the handheld device yesterday. Average time, in minutes, for a message to be delivered yesterday. Number of Pending messages to user yesterday. Field All Users Hung Threads Service Errors Pending Msgs Msgs To HH Msgs From HH Name of User. This report displays details for the top five Users only. Number of hung threads generated by this user yesterday. Number of service errors generated by this user yesterday. Number of Pending messages to user yesterday. Number of messages being sent to the device yesterday. Number of messages being sent from the device yesterday. Operations & Monitoring Guide 148

149 Performance Management Reports Top 10 User and BES Service Errors This section lists the top service errors for users and BES. It provides a brief description of the error and lists the number of users affected by the error Mail Servers Report The Mail Servers Report summarizes daily activity for all mail servers and includes status, performance statistics, and errors.! Note: This report is run overnight. The data that appears is from the previous day. Operations & Monitoring Guide 149

150 Performance Management Reports Field Users Mail Servers Msgs to HH Msgs from HH Avg Del Time (min) Number of users on this BES yesterday. Number of mail servers associated with this BES yesterday. Number of messages sent to BlackBerry Smartphone yesterday. Number of messages sent from BlackBerry Smartphone yesterday. Average time, in minutes, for a message to be delivered yesterday. 90% Del Time (min) Average delivery time of messages yesterday, calculated after discarding the 10% of the slowest messages processed by the BES. Critical Events Related BES Number of users on the Mail Server with critical events. Number of BESes connected to the Mail Server. % Rescan Percentage of messages that needed to be rescanned yesterday. Note: This applies to Exchange servers only Users Service Errors :Number of service errors generated by this BES yesterday. Hung Threads: Number of hung threads generated by this BES yesterday. Inactive Max: Maximum number of users on he BES that were inactive yesterday.pending Msgs Max: Maximum number of users on the BES with pending messages yesterday. Critical Events:Number of critical events generated for this BES yesterday. Top 5 Mail Server Charts The Mail Server Report also tracks trends for Volume, Hung Threads, Service Errors and Delivery Time over the last seven days. These trends display on the left side of the Mail Server Report. Use these charts to identify problematic delivery trends such as rescanned messages or errors.! Note: The 7-Day Hourly Trend will not display until data has been captured for seven days. The following table shows the Top 5 Mail Server Charts. Operations & Monitoring Guide 150

151 Performance Management Reports Field Volume Displays the volume of messages being sent and received over a seven day period Hung Threads Displays number of hung threads being generated by this mail server over a seven day period. Device Errors Displays the number of errors generated by devices associated with this mail server over a seven day period. Highest Average Delivery Time from Mail to BES Displays the highest delivery times for messages sent from this mail server over a seven day period. Carriers Report The Carriers Report summarizes daily activity for top usage carriers and includes status, performance statistics, and errors. It also identifies service levels and seven day trend information on message flows and Operations & Monitoring Guide 151

152 Performance Management Reports pending messages for the five most active carriers.! Note: This report is run overnight. The data that appears is from the previous day. Field Users Number of users appearing under this carrier. Avg BES to HH Time (min) Average time, in minutes, for a message to go from BES to the device. 90% BES to HH Time (min) Average delivery time of messages from the BES to the device calculated after discarding the 10% of the slowest messages. Msgs to HH Critical Events Number of messages the device has received. Number of users on the Carrier with critical events. The Carriers Report also charts trends for the top five carriers for the trends section with more than 25 users. This section lists the carriers with the most severe quality issues, measured by highest delivery time from BES to device, and the carriers with the highest percentage of users with pending messages. Operations & Monitoring Guide 152

153 Performance Management Reports Users Report The Users Report summarizes daily activity for users and includes status, performance statistics, and errors. It also includes a summary of daily activity for the 25 most active, least active and most problematic users.! Note: This report is run overnight. The data that appears is from the previous day. Operations & Monitoring Guide 153

154 Performance Management Reports Field All Users chart Top 10 by Service Errors chart Top 10 by Hung Thread chart Top 5 User Service Errors chart Top 25 Users Volume chart Top 25 Users Average Delivery Time (min) chart Days Since Last Usage of Device chart Pending Messages chart Displays the values and issues of problematic users over a seven day period. Displays the ten problematic users with the most service errors over a seven day period. Displays the ten problematic users with the highest number of hung threads over a seven day period. Displays the users with the most frequently occurring service errors and chronic problems that can be resolved to improve service. Displays the most active users with the highest volume. Displays the users with the lowest service quality, indicated by high delivery times. Displays the number of days since the device was last used for the least used devices. Displays the users with poor service quality indicated by higher numbers of pending messages. BlackBerry Enterprise Server Report The BES Report summarizes daily activity for each BES server and includes status, most active and least active users, service errors, and pending messages. It also includes a seven-day trend of activity.! Note: This report is run overnight. The data that appears is from the previous day. To generate this report, you must first pick the BES you want to view. See Viewing Reports in PDF Format for more information about generating reports. Operations & Monitoring Guide 154

155 Performance Management Reports Click Submit. The BlackBerry Enterprise Server Report opens.* Field Users Avg BES to HH Time (min) Number of users appearing under this carrier. Average time, in minutes, for a message to go from BES to the device. 90% BES to HH Time (min) Average delivery time of messages from the BES to the device calculated after discarding the 10% of the slowest messages. Msgs to HH Critical Events Number of messages the device has received. Number of users on the Carrier with critical events. The following table describes the Most Active sections. Operations & Monitoring Guide 155

156 Performance Management Reports Field Most Active- Msgs To HH Shows the five users that are receiving the most messages to their device. Most Active - Msgs From HH Shows the five users that are sending the most messages from their device. Least Active - Msgs Overall Shows the five users that are the least active on their device. Most Hung Threads Shows the five users with the most hung threads. Operations & Monitoring Guide 156

157 Performance Management Reports Field Most Service Errors Shows the five users with the most service errors. Most Pending Msgs Shows the five users with the most pending messages. 7-Day Hourly Trend Chart This chart maps hourly trends for the BES and displays them for a seven day period. Operations & Monitoring Guide 157

158 Performance Management Reports The following table describes the metrics of the 7-Day Hourly Trends chart. Metric Msgs To HH Msgs From HH Avg Delivery Time (min) Volume of messages being sent to the device over the past seven days. Volume of messages being sent from the device over the past seven days. Average time, in minutes, for a message to be delivered, over the past seven days. 90% Delivery Time (min) Average delivery time of messages calculated after discarding the 10% of the slowest messages processed by the BES. Service Errors Hung Threads Pending Messages Log Lines SRP Errors Agents Shutdown Service Error Users Hung Thread Users Inactive Users Pending Msg Users Volume of service errors on this BES over the past seven days. Volume of hung threads generated by this BES over the past seven days. Volume of pending messages over the past seven days. Number of Log Lines processed by Good MSM over the past seven days. Number of SRP errors encountered on the BES over the past seven days. Number of messaging agents that were shutdown over the past seven days. Number of problematic users with service errors over the past seven days. Number of problematic users with hung threads over the past seven days. Number of inactive users over the past seven days. Number of users with pending messages over the past seven days. Top 5 Service Errors Charts These charts list the five most common service errors for Users, BES and Mail Servers. Operations & Monitoring Guide 158

159 Performance Management Reports Exceptions Report The Exceptions Report lists all the exceptions reported for a BlackBerry Enterprise Server for one day, to identify trends and chronic problems. These exceptions may be BES service errors, or user service errors that have frequently occurred during the last seven days. The exceptions are listed, with a possible cause and solution. Resolve these issues to improve overall service levels in your environment. The following table describes the columns in the Exceptions Report Metric User BES User or device that generated the error. BES the user that generated the error appears on. Operations & Monitoring Guide 159

160 Performance Management Reports Metric Mail Server Source Cleared At Day of the week Frequent BES Service Errors Critical User Service Errors Frequent User Server Errors Mail Server the user that generated the error appears on. The process that reported the error, such as MAGT-Messaging Agent, DISP- dispatcher. Date and Time the error was cleared. Number of times the error occurred on a particular day. Describes service errors that occurred on this BES on three or more days within the past seven days. Describes user service errors that have a critical stat Describes user service errors that have occurred on three or more days within the past seven days. Account Management Advisor The Account Management Advisor provides a list of users or devices that may need to be removed from the BES to improve performance and free up Client Access Licenses (CALs). This includes: Users on the BES that do not have mail server accounts or Directory (GAL) entries Users who have been on the BES for an extended period without being activated Users with smartphones that have not been correctly provisioned for the BES by the carrier Users in multiple BES domains Smartphones in multiple BES domains. Operations & Monitoring Guide 160

161 Performance Management Reports There are several sections in the Account Management Advisor, including: Users without Mail Server Accounts or Directory Entries Users with no Smartphone Activated Users with Smartphones Misprovisioned for BES By the Carrier Users in Multiple BES Domains Smartphones in Multiple BES Domains The following sections describe each of the report sections. Users without Mail Server Accounts or Directory Entries This section displays any users that are configured for a BES, but do not have mail server accounts and/or directory entries. Removing these users from the BES can improve BES health and performance and free up Client Access Licenses (CALs). The following table describes the columns in the Users Without Mail Server Accounts or Directory Entries. Column User Address Current BES Last Mail Server Added to BES Name of the user who does not have a mail server or directory entry. address of the user. Name of the BES for which the user has been configured, and from which the user can be removed. Last mail server to which the user was connected. Date when the user was added to the current BES. Users with No Smartphone Activated This section displays any users who do not have an active smartphone. Removing these users from the BES can improve BES health and performance. The following table describes the columns in the Users with no Smartphone Activated section. Column User Address Name of the user who does not have a mail server or directory entry. address of the user. Operations & Monitoring Guide 161

162 Performance Management Reports Column Current BES Name of the BES for which the user has been configured, and from which the user can be removed. Users with Smartphones Misprovisioned for BES by the Carrier This section displays users whose smartphones have not been provisioned by the carrier for use with a BES. Removing these users from the BES can improve BES health and performance and free up CALs. The following table describes the columns in the Users with Smartphones Misprovisioned for BES By the Carrier section. Column User Addresses Current BES Home Carrier Pin Phone Number Device Identifier Name of the user whose smartphone has not been provisioned by the carrier for use with a BES. address of the user. Name of the BES from which the user can be removed. Name of the carrier for the smartphone. PIN for the smartphone. Phone number for the smartphone. Unique identification number (IMEI) for the smartphone. Users in Multiple BES Domains This section displays users who have been configured in more than one BES domain. Removing these users from the BES indicated can preserve BES resources, CALs, and prevent service quality issues for the users. Column User Address Current BES Name of the user who does not have a mail server or directory entry. address of the user. Name of the BES for which the user has been configured, and from which the user can be removed. Operations & Monitoring Guide 162

163 Performance Management Reports Column Remove From BES Original BES domain that the user is no longer using and should be removed from. Smartphones in Multiple BES Domains This section displays smartphones that have been configured in more than one BES domain. This can happen if the same smartphone was assigned to users in different domains. Removing the users or wiping these smartphones can prevent activation or service quality issues. The following table describes the columns in the Smartphones in Multiple BES Domains section. Column PIN Current User Current BES Previous User Remove From BES PIN of the smartphone that appears in multiple BES domains. User that is currently using the smartphone. Name of the BES on which the current user is configured. User that previously used this device. Name of the BES domain that the previous user was configured for and should be removed from. Fix-It Audit Report The Fix-It Audit Report provides a listing of all Fix-It actions performed against Smartphones using the Good MSM Fix-It application in the Service Desk Console as well as through external applications (BES Admin Manager, Resource Kit, etc.). It provides an audit trail that can be used to view the user who performed the action To generate this report, you must first select a time schedule during which the Fix-It actions were performed. See Viewing Reports in PDF Format for more information about generating reports. The time schedule for the report is selected from the drop-down Operations & Monitoring Guide 163

164 Performance Management Reports The second parameter, Devices Managed By, permits you to filter the results to include those devices which are supported by one or more specific messaging platforms (BlackBerry BES, ActiveSync), or devices which are managed under Security Management. The Device Managed By column in the report will display abbreviations for the platform in use (e.g. BB, AS, SM). The default setting is <All>, meaning devices will be retrieved without respect to which messaging platform is being used or whether Security Management is managing the device or not. To select various combinations: Click the button to open the Enter Values selection pop-up menu. Open the pop-up menu to select device management. A pop-up menu appears. You can select the device management parameters you wish to use to filter the report output by selecting them and moving them into the Selected Values window. The Enter Values pop-up menu appears. Operations & Monitoring Guide 164

165 Performance Management Reports Click inside the All check box at the bottom left to de-select it. The items shown in the Available Values window will become selectable (and no longer be rendered in gray- scale). In the Available Values section of the pop-up, click the values you wish to select, then click the arrow to move them into the destination window ( Selected Values: ).! Note: You may also use the left-pointing arrow to de-select a value and remove it from the Selected Values window. Click it to select it, then click the arrow to move it. To move all values at once, use the double-arrow buttons. Click OK when you are finished choosing the parameters and wish to exit the Enter Values pop-up. The values which are inside the Selected Values section will be used as in the Device Management report parameter. The Devices Managed By filter has been populated by the pop-up. Click Submit. Operations & Monitoring Guide 165

166 Performance Management Reports Column Action Managed By Current Stage Current Stage Status Time Issued Time Achieved User Name Smartphone PIN Current BES Admin Name Admin Role(s) Name of the Fix-It action performed. The messaging platform in use by the device for synchronization of . BlackBerry BES (BB), ActiveSync (AS) are shown. If the device is under Security Management, the abbreviation SM will also appear. Current stage of the action. Current status of the current stage. Date and time when the Fix-It action was issued from the Good MSM Fix-It application. Date and time when the Fix-It action Name of the user against whom the Fix-It action was performed. PIN of the smartphone against which the Fix-It action was performed. BES upon which the smartphone is located. Name of the Good MSM user who initiated the Fix-It action.note: Administrators are not listed for Fix-It actions performed using applications external to Good MSM. Role(s) of the Good MSM user who initiated the Fix-It action.note: Administrator roles are not listed for Fix-It actions performed using applications external to Good MSM. Long-Term Performance Management Reports Long-Term Performance Management Reports show summary and status information about Good MSM monitored environments, over a 30-day period. You can use this information to identify monthly trends and chronic service errors. Column 30 Day Overall Summary Report Service Level Management Report BlackBerry Growth Report Capacity Advisor Report Shows monthly health, performance, and trends of the BES infrastructure which includes: BlackBerry Enterprise Servers, mail servers, carriers and user groups. This report generates in.pdf Shows Service Level Management for Groups described by Availability and Average Delivery Time of its Users. This report generates in either.pdf or Shows growth of BlackBerry deployment and trends, Assessment of Domain licenses.this report generates in either.pdf or.xls format. Provides advice on load balancing BES to Mail Server connections to improve BES resource utilization and performance. This report generates in either Operations & Monitoring Guide 166

167 Performance Management Reports 30 Day Overall Summary Report The 30 Day Overall Summary Report displays overall health, monthly trends, issues and chronic problems. Data may not appear in all columns initially. All data will appear after Good MSM Service Pack 1 (or greater) has been running for at least 30 days! Note: The 30-Day Overall Summary Report displays Maximum values for every column. These appear in bold Metric BES Name of BlackBerry Enterprise Server. % Avail The percentage of time the BES was available. Maintenance Current Users Current Mail Server Msgs to HH Msgs From HH Avg Del Time Number of users on this BES undergoing maintenance. Number of users on this BES. Number of mail servers associated with this BES. Number of messages sent to the users considered on this BES, in thousands. Number of messages sent from the users considered on this BES, in thousands. Average time, in minutes, for a message to be delivered. Operations & Monitoring Guide 167

168 Performance Management Reports Metric 90% Avg. Del Time Average delivery time of messages processed by the BES, calculated after discarding the 10% of the slowest messages. BES Service Errors Hung Threads Number of Service Errors that were generated on this BES. Number of hung threads generated on this BES. Log Lines Number of Log Lines processed by Good MSM. SRP Errors Agents Shut down Number of SRP Errors that generate on this BES. Number of messaging agents that were shutdown. Good MSM Events Number of events reported by Good MSM. % Not Delivered Percentage of messages that failed to send or receive. % Msgs Rescan Percentage of messages that were rescanned. Hops Avg (min Mail to BES Average time, in minutes, for a message to go from the mail server to BES. BES to HH Users Service Errors Number of service errors generated by users. Hung Threads Number of hung threads generated by users The 30 Day Overall Summary Report also displays detailed information for the ten most active mail servers, carriers, and groups. Operations & Monitoring Guide 168

169 Performance Management Reports The following table describes the columns in the Top 10 Mail Server summary. Column Mail Server User Hung Thread Maint % User Service Errors Avg Del Time Msgs to HH Current Users Name of mail server. Number of hung threads generated by users. Percentage of users on this mail server undergoing maintenance. Number of service errors generated by users. Average time, in minutes, for a message to be delivered. Number of messages sent to the device, in thousands. Number of devices that appear on this mail server. The following table describes the columns in the Top 10 Carrier summary. Column Current Carrier User out of coverage Msgs to HH Current Users Name of carrier. Number of users that are out of coverage areas. Number of messages sent to the device, in thousands. Number of users that use this carrier. Operations & Monitoring Guide 169

170 Performance Management Reports Column User Hung Thread Service Errors Name of user that appears in this group. Number of hung threads. Number of service errors generated by users. % Out of coverage The percentage of time the user was out of coverage. Msgs to HH Number of messages sent to the device, in thousands. The Summary Report also provides a list and description of the Top 10 User and BES service errors or chronic for the last 30-days. Resolving these will improve service. Service Level Management Report The Service Level Management Report shows the availability and average delivery time of a User Group over a Operations & Monitoring Guide 170

171 Performance Management Reports 90 day period. This report can be generated either as a.pdf or.xls file. To generate this report you must first set the parameters.! Note: See Viewing Reports in PDF Format on page 36 for more information about generating reports. 1. Click the Service Level Management Report name. The Parameters page opens. 2. Enter the parameters for this report. The parameters are:select Group Name - The Good MSM group members defined from the Ops Dashboard.Average Delivery Time SLA (seconds) - The number of seconds specified in the Service Level Agreement allowed for message delivery. Availability SLA (%) - The percentage of time available specified in the Service Level Agreement. 3. Click Submit. The Service Level Management Report opens. Operations & Monitoring Guide 171

172 Performance Management Reports! Note: This report is run overnight. The data that appears is from the previous day. The following table describes the components of the Service Level Management Report. Metric Availability graph Displays the percentage of availability over a 15, 30, 45 and 90 days.a user is considered unavailable when Good MSM sets the user in Critical or the BES the user is associated with is set to Unavailable. The line marks the service level target. Operations & Monitoring Guide 172

173 Performance Management Reports Metric Avg. Delivery Time Graph Average Delivery Time (10 second target) % Availability Deviation from Service Level Target Number of Unavailable Users Displays the average delivery time of all messages delivered to all users in the selected group over a 90-day period. The line marks the service level target. Displays the average delivery time of all messages delivered to all users in the selected group over a 90-day period. Displays the deviation of availability and the service level target over a 90- day period. This is determined by calculating the percentage of time that the BES was in a state other than unavailable. Displays the daily detail for unavailable users, over a 90-day period. % of Time in Maintenance Displays the percentage of time users spent undergoing maintenance, over a 90-day period. User Count Messages Received Per User Displays the average daily user count over a 90-day period. Displays daily volume of messages received by each user, over a 90-day period. Operations & Monitoring Guide 173

174 Performance Management Reports Service Level Availability The Service Level Availability (SLA) report provides a view into the overall availability of the BES and GMM servers in your environment. Availability percentages are captured during four distinct periods: 15, 30, 45 and 90 days. For each BES, SLA is determined by measuring the duration and frequency that certain metrics (i.e. BESHostAvailable, BESToHHFlows, NumSRPSvcErrs, NumBESSvcErrs, and NumLogLinesPerUser) register Unavailable statuses during the four specified periods. The SLA percentage will decrease each time an Unavailable status is recorded. For each GMM server, SLA is determined by calculating the frequency that the metric, Number of Service Unavailable Errors, registers an Unavailable status.the SLA percentage will decrease each time an Unavailable status is recorded. Operations & Monitoring Guide 174

175 Performance Management Reports BlackBerry Growth Report The BlackBerry Growth Report tracks BlackBerry deployment and trends, as well as assessing domain licenses. It provides information about Smartphone users, BESs, connected mail servers, and mail details during the time period you select, up to one year. This report can be generated either as a.pdf or a.xls file. To generate this report you must first set the report parameters.! Note: See Viewing Reports in PDF Format for more information about generating reports. 1. From the Report Landing page, click the BlackBerry Growth Report name. The Parameters page opens. Operations & Monitoring Guide 175

176 Performance Management Reports 1. Select a time schedule from the Time Schedule drop-down list. 2. Select a domain name from the Domain Name drop-down list. Operations & Monitoring Guide 176

177 Performance Management Reports! Note: Selecting All-Domain will show the BlackBerry Growth Report for all domains in the Good MSM environment. 3. Click Submit. The BlackBerry Growth report opens. There are several sections in the BlackBerry Growth report, including: Domain Summary Section BES Not Monitored by Good MSM Section BES Licensing Status Section BlackBerry Growth Report for [Domain Name] Domain The following sections describe each of the Operations & Monitoring Guide 177

178 Performance Management Reports report sections.! Note: This report is run overnight. The data that appears is from the previous day. Domain Summary Section This section displays an overview of the BlackBerry smartphones, connected mail servers, BES, and mail monitored. These numbers can be optimized using the Capacity Advisor report. The following table describes the components of the Domain Summary section. Component BlackBerry Smartphones Details Current Count: Number of smartphones currently in the domain(s). Max Count: Maximum number of smartphones in the domain(s) detected by Good MSM. Added: Number of smartphones added to the domain(s) during the specified time period. Change: Number of smartphones added or subtracted during the specified time period. Operations & Monitoring Guide 178

179 Performance Management Reports Component BES Details Current Count: Current number of BES in the domain(s). Added: Number of BES added or subtracted in the specified time period. Avg Devices/BES: Average number of smartphones for each BES in the domain(s). Max. Devices/BES: BES in the domain(s) with the largest detected Connected Mail Servers Details Current Count: Number of connected mail servers in the specified domain(s). Added: Number of mail servers added or subtracted in the specified time period. Avg Server/BES: Average number of mail servers for each BES in the domain(s). Max Server/BES: BES in the domain(s) with the largest detected number of mail server Mail Details Total Msgs To HH: Total number of messages delivered to smartphones in the domain(s) during the specified time period. Max. Msgs To HH: Largest number of messages delivered to a single smartphone. Min. Msgs To HH: Smallest number of messages delivered to a single smartphone. Msgs Read: Percentage of messages read on smartphones. Max. Msgs Read: Largest number of messages read on a single smartphone BES Not Monitored by Good MSM Section This section lists any BES in the domain that are not currently being monitored by Good MSM.! Note: Only data from monitored BESs is considered when generating the BlackBerry Growth report. BES Licensing Status Section This section lists the license details for the specified domain(s). Unclaimed licenses can be reclaimed using the recommendations in the Account Management Advisor report. Operations & Monitoring Guide 179

180 Performance Management Reports The following table describes the columns in the BES Licensing Status section. Column Domain Smartphone Count License Count Free Licenses Smartphone Added Reclaimable Licenses BES Name of the domains specified when generating the report. Number of smartphones in each domain. Number of licenses being used in the domain.note: The License Count for Domino Domains is currently unavailable to Good MSM, hence free licenses and license count are empty. Number of free licenses in the domain.note: The License Count for Domino Domains is currently unavailable to Good MSM, hence free licenses and license count are empty. Number of smartphones added to the domain during the specified time period. Number of licenses that can be reclaimed using the Account Management report. Names of all BESs in the domain. BlackBerry Growth Report for [Domain Name] Domain This section shows trending data in graph format for the last 12 months Operations & Monitoring Guide 180

181 Performance Management Reports The following table describes the graphs in the BlackBerry Growth Report. Column BlackBerry Smartphone BES Mail Server Msg Avg Delivery Time Smartphone trending data. The line represents the addition and subtraction of smartphones in the domain(s) over the past 12 months. BES trending data. The line represents the addition and subtraction of BES in the domain(s) over the past 12 months. Mail server trending data. The line represents the addition and subtraction of mail servers in the domain(s) over the past 12 months. Message trending data. The black line represents the flow of messages per day to smartphones over the past 12 months. The gray line represents the messages read per day on the smartphone over the past 12 months. Message delivery time trending data. The line represents the average delivery time (in seconds) of messages per day. Capacity Advisor Report A BES connected to a large number of mail servers can result in a smaller number of worker threads being available to process smartphone requests, especially when there is a lower user count between a BES-Mail Server pair. When threads are not readily available, performance of the BES can be impacted as smartphone requests queue for the next available thread. An ideal BES-to-Mail Server ratio would be one-to-one, so that all Operations & Monitoring Guide 181

182 Performance Management Reports threads are potentially available to any smartphone. An optimized system with fewer Mail Server Connections can manage more users efficiently. In any deployment, the first step to reaching maximum efficiency is to identify BES-Mail Server pairs with a low user count in order to move those users to a BES with a better ratio. The Capacity Advisor report identifies such users. To generate the Capacity Advisor report, you must first set the low user count threshold. This threshold limits the report to BES-Mail Server pairs that have less than or equal to the number of users specified. The default is 10 users. This means, by default, only BES- Mail Server pairs that have 10 or less users associated with them will be considered.! Note: See Viewing Reports in PDF Format for more information about generating reports. 1. From the Report Landing page, click the Capacity Advisor report name. 2. Select the Low User Threshold parameter for the report. This threshold value is considered by the Good MSM algorithms when determining the BES from which to move users. 3. Click Submit. The Capacity Advisor report opens. Operations & Monitoring Guide 182

183 Performance Management Reports There are several sections in the Capacity Advisor report, including: BES-Mail Server Optimal Connections Summary BES-Mail Server Fragmentation Summary based on Low User Count Threshold Smart Phones To Be Moved BES-Mail Server Recommendation Details The following sections describe each of these sections. BES-Mail Server Optimal Connections Summary This section provides a summary of the optimal connections that can be achieved based on Good MSM algorithms. It shows the overall fragmentation of connections between a BES and the Mail Servers and the resulting optimization if all the users recommended by Good MSM are moved, providing an overview of the optimization that is possible to help reduce issues and support smartphone growth. The data is generated by making a list of all users that are not in their primary BES. Operations & Monitoring Guide 183

184 Performance Management Reports The following table describes the columns in the BES Mail Server Optimal Connections Summary section. Column BES Name Before Move - Users Before Move - Mail Servers Move Users From Move Users To After Move - Users After Move - Mail Servers Improvement Name of the BlackBerry Enterprise Server. Number of smartphones managed by the BES before moving users to another BES. Number of mail servers the BES is connected to before moving users to another BES. Number of users that the report recommends moving to another BES. Number of users that the report recommends moving to this BES. Number of users on the BES after the move. Number of mail servers on the BES after the move. Percentage of improvement in the number of mail server connections if the recommended number of users are moved to or from the BES. BES Mail Server Fragmentation Summary based on Low User Count Threshold This section provides a summary of the changes to BES-Mail Server Fragmentation before and after the recommended changes are applied. It contains the same data in the BES- Mail Server Optimal Connections Operations & Monitoring Guide 184

185 Performance Management Reports Summary section, but it is based on the selected low user count threshold. This section shows a more practical way of optimizing the system in smaller steps.! Note: The users are grouped by their current BES and then ordered by their mail servers. See the table for additional details on the columns in the BES-Mail Server Fragmentation Summary based on Low User Count Threshold section. Smartphones To Be Moved This section identifies which smartphones should be moved to the recommended BES to load balance the BES-Mail Server Connections. If you want to move the user to a different BES, then use the Mail Server section of the report below to pick another recommended BES if available. The following table describes the columns in the Smart Phones To Be Moved section. Operations & Monitoring Guide 185