IBM Tivoli Service Level Advisor. SLM Reports. Version 2.1 SC

Transcription

1 IBM Tioli Serice Leel Adisor SLM Reports Version 2.1 SC

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3 IBM Tioli Serice Leel Adisor SLM Reports Version 2.1 SC

4 Fourth Edition (September 2004) This edition applies to Version 2.1 of IBM Tioli Serice Leel Adisor (product number 5724 C40) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright International Business Machines Corporation 2002, All rights resered. US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Preface Who should read this guide Publications IBM Tioli Serice Leel Adisor library.... IBM DB2 Uniersal Database Enterprise Edition library ii Tioli Data Warehouse library ii Warehouse Enablement Packs ii IBM WebSphere Application Serer library... ii SLM Administratie Console Information... ii Related publications ii Accessing Publications Online iii Ordering publications iii Accessibility iii Tioli technical training iii Contacting IBM Software Support ix Determine the business impact of your problem ix Describe your problem and gather background information x Submit your problem to IBM Software Support..x Searching knowledge bases x Obtaining fixes xi Updating support information xi Participating in newsgroups xii Conentions used in this guide xiii Typeface conentions xiii Operating system-dependent ariables and paths xiii Web-Based SLM Reports Accessing SLM Reports High Leel Status Reports Configuring High Leel Status Thresholds...4 High Leel Reports Viewing Trend and Violation Details Additional Reports The Ranking Algorithm Ranking Categories Selecting a Ranking Category Specifying Additional Filtering Criteria Selecting Time Periods Specifying a Start and End Date Selecting an SLA Type Searching for Customers, Realms, Resources, or SLAs Additional Report Page Features Specifying the Report Table Row Count Additional Web Links Naigational Links Displaying Report Details Report Details for the Executie User Type...21 Report Details for Operations View Report Details for Customer View Displaying Graphs and Graph Data Exporting Ealuation Data to a Comma Separated Value File Appendix A. Customizing SLM Reports 31 Controlling Report Web Page Formats An Oeriew of the JaaSerer Page Files Embedding Report Serlets Linking Web Pages and JSP Files Customizing Results Tables Customizing User Authentication Authenticating Users From Data in the SLM Database Authenticating Users Using a Jaa Bean Including a Company Logo Understanding the Links Under the Banner...41 Report Definitions Print Tips Printable Version Export to MS Excel Refreshing the Report Table Display Logging Off From the Report Display Getting Filter Parameters Including Selection Fields and Input Fields Including the Maximum Rows to Display Function 46 Customizing Report Column Names Customizing Graphs Resizing Graphs Replacing the Back and Next Buttons Creating Reports with Third-Party Reporting Software Adding the Configure Status Association Link...52 Configuring the Configure Status Association Page Accessing Reports from the Report Link in Escalated Controlling the Number of Top Violations and Trends Pointing to Customized Exploded Chart and Chart View Data JSP Files Changing the Character Length of Filters in Exploded Charts Displaying Long Labels in Pie and Bar Charts..55 Including Naigational Links Adding Charts to an Oerall Details Report...57 Changing the Excluded Violation Page Changing the Full Resource Name Page Adding a Link Name Customizing Web Links for High Leel Reports..58 Changing the Required Web Link Changing Optional Web Links Modifying the View Intermediate SLO Chart Link Appendix B. Notices Trademarks Copyright IBM Corp. 2002, 2004 iii

6 Index i IBM Tioli Serice Leel Adisor: SLM Reports

7 Preface Who should read this guide Publications The SLM Reports document for IBM Tioli Serice Leel Adisor proides information on using the SLM Reports Console to generate and iew reports in IBM Tioli Serice Leel Adisor. These reports are the result of ealuations and trend analyses performed on measurement data that has been extracted from the Tioli Data Warehouse central data warehouse. This document proides additional information on customizing JaaSerer Page (JSP) files for display in a Web browser. This document is written for users who want to generate and iew reports on ealuation results and trend analyses performed by IBM Tioli Serice Leel Adisor. Users of this document should be authorized to access SLM reports using the SLM Reports console from a supported Web browser. Certain users might want to customize reports for use by external customers or others in their organization, and want to integrate these SLM reports into their existing Web pages. You should be familiar with the following applications: Accessing the Internet using a supported Web browser (see the Release Notes for information on supported Web browsers) IBM WebSphere Application Serer, in the areas of starting and stopping the IBM WebSphere Application Serer and the IBM WebSphere Administratie Console HTML concepts for customizing Jaa Serer Pages (JSP files) to generate Web-based reports This section lists publications in the IBM Tioli Serice Leel Adisor library and other related documents. It also describes how to access Tioli publications online, and how to order Tioli publications. IBM Tioli Serice Leel Adisor library Product information for using IBM Tioli Serice Leel Adisor is found in the /tsladocs directory on the IBM Tioli Serice Leel Adisor Documentation CD, in PDF and HTML formats. Inserting the Documentation CD into a machine using the Windows operating system automatically launches the Tioli Software Information Center, from which you can access any of the aailable documentation in softcopy form. The following documents are aailable in the IBM Tioli Serice Leel Adisor library: A Read Me First document that proides a starting point to help you become oriented with the set of IBM products that support the oerall SLM solution, and some quick instructions on what documentation to refer to as you begin your installation of IBM Tioli Serice Leel Adisor and its supporting applications. Release Notes, SC This document proides late-breaking information, such as problems and workarounds, and patch aailability. Copyright IBM Corp. 2002, 2004

8 Getting Started, SC This document introduces you to IBM Tioli Serice Leel Adisor and proides information about planning, installing, and configuring IBM Tioli Serice Leel Adisor to run in your Tioli enterprise enironment. Managing Serice Leel Agreements, SC This document proides information about creating and managing schedules, offerings, customers, and realms, and associating these elements with selected resources in your enterprise enironment to deelop serice leel agreements (SLAs) between your organization and customers who depend on your enterprise for agreed upon leels of serice. This document is designed to be used by administrators, serice offering specialists, and serice leel agreement specialists who are responsible for creating and managing SLAs. SLM Reports, SC This document proides information about generating and iewing Web-based SLM reports for IBM Tioli Serice Leel Adisor, based on the ealuation and trend analysis results of the data that is extracted from the Tioli Data Warehouse database. Additional information is proided so that you or your customer can integrate SLM reports into the customer Web site, including examples of how you can customize arious display features. Administrator s Guide, SC This document proides information about the administratie tasks you can perform using IBM Tioli Serice Leel Adisor to configure your SLM enironment, and perform arious administratie functions that support IBM Tioli Serice Leel Adisor, such as backup and restore operations, and user definition and authorization. Command Reference, SC This document proides information on command line interface (CLI) commands aailable for displaying certain conditions and states inside IBM Tioli Serice Leel Adisor, and for performing arious configuration tasks using the scmd command. Additional utilities that proide other specific functions are also described. Messages, SC This document proides information on messages that might be displayed while using the IBM Tioli Serice Leel Adisor product. It proides additional explanations for messages and instructions on what to do to recoer from errors. Troubleshooting, SC This document proides information on resoling problems that you might encounter during installation and configuration, as well as resoling administratie problems that might arise during typical operation of the product. Information about message and trace logging is also proided. Online user assistance for IBM Tioli Serice Leel Adisor The online user assistance proides integrated online help topics for all IBM Tioli Serice Leel Adisor administratie tasks that are performed using the SLM Administratie Console. Online user assistance is displayed in the Task Assistant portion of the SLM Administratie Console. Specific information about performing IBM Tioli Serice Leel Adisor tasks is documented only in this online user assistance. When new products are installed that run in the SLM Administratie Console, corresponding online help topics are also installed and integrated into the existing information base. i IBM Tioli Serice Leel Adisor: SLM Reports

9 In addition, refer to the following IBM Tioli Serice Leel Adisor Web site for support information and software updates on IBM Tioli Serice Leel Adisor and supported warehouse packs and downloadable interim fix software: /IBMTioliSericeLeelAdisor.html IBM DB2 Uniersal Database Enterprise Edition library The publications required to support IBM DB2 Uniersal Database Enterprise Edition are aailable on the IBM DB2 Uniersal Database Enterprise Edition CD, or from this IBM Web site: Tioli Data Warehouse library IBM Tioli Serice Leel Adisor requires Tioli Data Warehouse to be installed in your enterprise, to sere as the data repository for Tioli performance and aailability monitoring applications that proide data for serice leel management. See the following documentation on the Tioli Data Warehouse Documentation CD included with IBM Tioli Serice Leel Adisor: Installing and Configuring Tioli Data Warehouse Enabling an Application for Tioli Data Warehouse Tioli Data Warehouse Release Notes Warehouse Enablement Packs Warehouse enablement packs (also referred to as warehouse packs) are the interfaces that load and transform data collected by source applications into Tioli Data Warehouse, and from Tioli Data Warehouse to other target applications that use the data to generate reports and perform analyses. Refer to the Release Notes for IBM Tioli Serice Leel Adisor for the online location of the latest warehouse pack information. IBM WebSphere Application Serer library IBM Tioli Serice Leel Adisor uses IBM WebSphere Application Serer as the basis for the SLM Administration Serer and SLM Reports functions. Getting Started proides introductory information on installing IBM WebSphere Application Serer and integrating it with IBM Tioli Serice Leel Adisor. See the official documentation proided on the IBM WebSphere Application Serer product media included with IBM Tioli Serice Leel Adisor for additional information, and also refer to the latest IBM WebSphere Application Serer product information online at the following Web site: SLM Administratie Console Information IBM Tioli Serice Leel Adisor proides the SLM Administratie Console, a Web-based Administration Serer graphical user interface (GUI) that runs in the IBM WebSphere enironment, from which you can create and manage schedules, offerings, customers, realms, and SLAs. Information on the use of the SLM Administratie Console and tasks related to creating and managing SLAs are described in detail in Managing Serice Leel Agreements. User assistance for the SLM Administratie Console is aailable in the Task Assistant online help function. Related publications The following documents also proide useful information: Preface ii

10 The Tioli Software Glossary includes definitions for many of the technical terms related to Tioli software. The Tioli Software Glossary is aailable, in English only, at the following Web site: Access the glossary by clicking the Glossary link on the left pane of the Tioli software library window. Accessing Publications Online Ordering publications Accessibility Tioli technical training In addition to the Documentation CD that is shipped with IBM Tioli Serice Leel Adisor, you can also access these publications online. IBM posts publications for this and all other Tioli products, as they become aailable and wheneer they are updated, to the Tioli software information center Web site. Access the Tioli software information center by first going to the Tioli software library at the following Web address: Scroll down and click the Product manuals link. In the Tioli Technical Product Documents Alphabetical Listing window, click the IBM Tioli Serice Leel Adisor link to access the product library at the Tioli software information center. Note: If you print PDF documents on other than letter-sized paper, set the option in the File > Print window that allows Adobe Reader to print letter-sized pages on your local paper. You can order many Tioli publications online at the following Web site: You can also order by telephone by calling one of these numbers: In the United States: In Canada: In other countries, see the following Web site for a list of telephone numbers: Accessibility features help users with a physical disability, such as restricted mobility or limited ision, to use software products successfully. With this product, you can use assistie technologies to hear and naigate the interface.you can also use the keyboard instead of the mouse to operate all features of the graphical user interface. For Tioli technical training information, refer to the following IBM Tioli Education Web site: iii IBM Tioli Serice Leel Adisor: SLM Reports

11 Contacting IBM Software Support IBM Software Support proides assistance with product defects. Before contacting IBM Software Support, your company must hae an actie IBM software maintenance contract, and you must be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you hae: For IBM distributed software products (including, but not limited to, Tioli, Lotus, and Rational products, as well as DB2 and WebSphere products that run on Windows or UNIX operating systems), enroll in Passport Adantage in one of the following ways: Online: Go to the following Passport Adantage Web page and click How to Enroll: By phone: For the phone number to call in your country, go to the following IBM Software Support Web site and click the name of your geographic region: techsupport.serices.ibm.com/guides/contacts.html For IBM eserer software products (including, but not limited to, DB2 and WebSphere products that run in zseries, pseries, and iseries enironments), you can purchase a software maintenance agreement by working directly with an IBM sales representatie or an IBM Business Partner. For more information about support for eserer software products, go to the IBM Technical Support Adantage Web page: If you are not sure what type of software maintenance contract you need, call IBMSERV ( ) in the United States or, from other countries, go to the contacts page of the following IBM Software Support Handbook on the Web and click the name of your geographic region for phone numbers of people who proide support for your location: techsupport.serices.ibm.com/guides/contacts.html Follow the steps in this topic to contact IBM Software Support: 1. Determine the business impact of your problem. 2. Describe your problem and gather background information. 3. Submit your problem to IBM Software Support. Determine the business impact of your problem When you report a problem to IBM, you are asked to supply a seerity leel. Therefore, you need to understand and assess the business impact of the problem you are reporting. Use the following criteria to decide on an appropriate seerity leel for your problem: Seerity 1 Seerity 2 Seerity 3 Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. Significant business impact: The program is usable but is seerely limited. Some business impact: The program is usable with less significant features (not critical to operations) unaailable. Preface ix

12 Seerity 4 Minimal business impact: The problem causes little impact on operations, or a reasonable circumention to the problem has been implemented. Describe your problem and gather background information When explaining a problem to IBM, be as specific as possible. Include all releant background information so that IBM Software Support specialists can help you sole the problem efficiently. To sae time, know the answers to these questions: What software ersions were you running when the problem occurred? Do you hae logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. Can the problem be recreated? If so, what steps led to the failure? Hae any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. Submit your problem to IBM Software Support You can submit your problem in one of two ways: Online: Go to the Submit and track problems page on the IBM Software Support site ( Enter your information into the appropriate problem submission tool. Do you hae logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. Can the problem be recreated? If so, what steps led to the failure? Hae any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Wheneer possible, IBM Software Support proides a workaround for you to implement until the APAR is resoled and a fix is deliered. IBM publishes resoled APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions. For more information about problem resolution, see Searching knowledge bases and Obtaining fixes on page xi. Searching knowledge bases If you hae a problem with your IBM software, you want it resoled quickly. Begin by searching the aailable knowledge bases to determine whether the resolution to your problem is already documented. Search the information center on your local system or network IBM proides extensie documentation that can be installed on your local machine or on an intranet serer. You can use the search function of this information center to query conceptual information, instructions for completing tasks, reference information, and support documents. x IBM Tioli Serice Leel Adisor: SLM Reports

13 Tip: Update your information center with the latest support information. Search the Internet If you cannot find an answer to your question in the information center, search the Internet for the latest, most complete information that might help you resole your problem. To search multiple Internet resources for your product, expand the product folder in the naigation frame to the left and select Support on the Web. From this topic, you can search a ariety of resources including: IBM technotes IBM downloads IBM Redbooks IBM DeeloperWorks Forums and newsgroups Google Obtaining fixes A product fix might be aailable to resole your problem. You can determine what fixes are aailable for your IBM software product by checking the product support Web site: 1. Go to the IBM Software Support Web site ( 2. Under Products A - Z, select your product name. This opens a product-specific support site. 3. Under Self help, follow the link to All Updates, where you find a list of fixes, fix packs, and other serice updates for your product. For tips on refining your search, click Search tips. 4. Click the name of a fix to read the description and optionally download the fix. To receie weekly notifications about fixes and other news about IBM products, follow these steps: 1. From the support page for any IBM product, click My support in the upper-right corner of the page. 2. If you hae already registered, skip to the next step. If you hae not registered, click register in the upper-right corner of the support page to establish your user ID and password. 3. Sign in to My support. 4. On the My support page, click Edit profiles in the left naigation pane, and scroll to Select Mail Preferences. Select a product family and select the appropriate boxes for the type of information you want. 5. Click Submit. 6. For notification for other products, repeat Steps 4 and 5. For more information about types of fixes, see the Software Support Handbook ( Updating support information Information centers typically include one or more support information plug-ins. These plug-ins add IBM technotes and other support documents to the information center. The following steps describe how to update your support information plug-ins: 1. Go to the IBM Software Support Web site ( Preface xi

14 Participating in newsgroups 2. Under Products A - Z, select your product name. This opens a product-specific support site. 3. Under Search support for this product, type the keyword phrase: com.ibm.support. Select the Download check box, and click Submit. 4. Check the search results for updates to support information plug-ins. All support information plug-ins follow the naming conention, com.ibm.support.product.doc. If an update is aailable, select it from the list and iew the download instructions. 5. Sae the attached zip file to a temporary location on your hard drie. 6. Unzip the downloaded file, making sure that you retain the subfolders. 7. From the location where you unzipped the file, copy the support information plug-in folder to your Eclipse plug-ins folder. For example, if your IBM software product is installed at c:\ibm\websphere\, copy the updated plug-in folder (com.ibm.support.product.doc) to c:\ibm\websphere\eclipse\plugins. 8. To see the updated support information, start the information center (or shut it down and restart it), and expand the Support information node in the naigation tree. User groups proide software professionals with a forum for communicating ideas, technical expertise, and experiences related to the product. They are located on the Internet, and are aailable using standard news reader programs. These groups are primarily intended for user-to-user communication, and are not a replacement for formal support. If you use Mozilla as your browser, complete the following instructions to access a newsgroup: 1. Open a Mozilla browser window. 2. From the Edit menu, click Preferences. The Preferences window is displayed. 3. In the Category iew, click Mail & Newsgroups to display the Mail & Newsgroups settings. 4. Select the Use Mozilla mail as the default mail application check box. 5. Click OK. 6. Close your Mozilla browser and then open it again. 7. Cut and paste the newsgroup address of a product into the browser Address field, and press Enter to open the newsgroup. If you use Microsoft Internet Explorer as your browser, complete the following instructions to access a newsgroup: 1. Open an Internet Explorer browser. 2. From the Tools menu, click Internet Options. 3. On the Internet Options window, click the Programs tab. 4. In the Newsgroups list, click the Down Arrow and then click Outlook Express. 5. Click OK. 6. Close your Internet Explorer browser and then open it again. 7. Cut and paste the newsgroup address of a product into the browser Address field, and press Enter to open the newsgroup. You can find information on Tioli Data Warehouse by accessing the following newsgroup: xii IBM Tioli Serice Leel Adisor: SLM Reports

15 news://news.software.ibm.com/ibm.software.tioli.enterprise-data-warehouse You can find information on IBM Tioli Serice Leel Adisor by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.tioli.serice-leel-adisor You can find information on IBM DB2 by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.db2 You can find information on IBM WebSphere Application Serer by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.websphere.application-serer Conentions used in this guide This guide uses seeral conentions for special terms and actions, operating system-dependent commands and paths, and margin graphics. Typeface conentions This guide uses the following typeface conentions: Bold Italic Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text Citations (titles of books, diskettes, and CDs) Words defined in text Emphasis of words (words as words) New terms in text (except in a definition list) Variables and alues you must proide Monospace Examples and code examples File names, programming keywords, and other elements that are difficult to distinguish from surrounding text Message text and prompts addressed to the user Text that the user must type Values for arguments or command options Operating system-dependent ariables and paths This guide uses the UNIX conention for specifying enironment ariables and for directory notation. When using the Windows command line, replace $ariable with % ariable% for enironment ariables and replace each forward slash (/) with a backslash ( \) in Preface xiii

16 directory paths. The names of enironment ariables are not always the same in Windows and UNIX. For example, %TEMP% in Windows is equialent to $tmp in UNIX. Note: If you are using the bash shell on a Windows system, you can use the UNIX conentions. xi IBM Tioli Serice Leel Adisor: SLM Reports

17 Web-Based SLM Reports Accessing SLM Reports After the serice leel agreement (SLA) measurement data has been ealuated, the results, trends, and iolations associated with an SLA are stored in the SLM Database. You can then retriee this data from the SLM Database and summarize it into reports that you can iew using a supported Web browser. After you sign on to the SLM Reports console, a colorful high leel summary report is displayed in table form, showing totals of trends and iolations across the reporting period, grouped by realms and customers. You can click a cell in the table and iew accompanying color charts and additional tables of summary information about trends and iolations, key operations information, and specific details about particular customers and SLAs. You can obtain more detailed information by selecting aailable Web links to iew additional reports and graphs that support and explain the summary information. Where aailable, this detailed information includes actual measurement data on indiidual iolations and trends. You can display the arious reports in different ways, depending on your user type authorization. For example, information can be displayed as a list of SLAs grouped by customer, or a list of customers that are grouped by realm. In addition, information can be displayed across arious time periods, for example, the preious full week, month, quarter or year, on rolling periods of seen days, four weeks, 30 days, or 365 days. Displayed information can also be restricted to specific SLA types (Internal, External, or Outsourced). Customers, realms, SLAs, offering components, resources, and SLA types are ranked according to an algorithm that sorts by the number of trends and iolations, and displays the results in order of priority. To access SLM Reports, open your Web browser and point to the following Web site, where <report_serer> is the fully qualified name of the machine where SLM Reports is installed, and <port> is the HTTP port number used by WebSphere: For example: Typically the default port number, 80, is used, and in that case the port number does not need to be specified. The location can then be entered similar to the following example: Note: You must hae your Web browser configured to enable session cookies to successfully sign on to SLM Reports. To erify this, do the following steps: For Internet Explorer, select Tools > Internet Options..., then select the Priacy tab, click Adanced, and erify that cookies are not blocked. For Mozilla, select Edit > Preferences..., then expand the Priacy & Security category and select Cookies. Verify that the Disable cookies radio button is not selected. Copyright IBM Corp. 2002,

18 If WebSphere security is enabled, a sign on page is displayed, as shown in Figure 1. Sign on to the SLM Reports console using an authorized user name and password created by your SLM Administrator (for information on creating user names and passwords, see the Administrator s Guide). Figure 1. The SLM Reports sign on page is displayed if WebSphere security is enabled. High Leel Status Reports Your SLM Administrator can restrict your authorization to iew only certain types of reports, or to iew results only for certain customers, realms, or SLA types (internal or external). Signing on with the user name created during installation: When the SLM Reports option of IBM Tioli Serice Leel Adisor is first installed, a user name is created for default access to the SLM Reports console. This user name is authorized with an operations iew of reports, and is assigned a iew type of unrestricted, meaning that this user can iew all report data across all realms, customers, and SLA types. If WebSphere security has not been enabled, when you bring up the SLM Reports console, you are signed on with this default user name and authorization. If WebSphere security is enabled, you can sign on to SLM Reports using this user name and its alid password. See Getting Started for more information on the creation of this default user name during the installation process. See the Administrator s Guide for information on the operations iew and other iew configuration parameters. After you successfully sign on with an authorized user name and password (or if WebSphere security has not been enabled), the SLM Reports console is displayed, showing a high leel report of ealuation results for which you are authorized. From this high leel report, you can obtain more details about iolations and trends of interest. The first report that you see is the high leel status report, which gies you an oerall summary of the SLA status. There are two types of high leel status reports, depending on the iew authorization for your user name: Customer Status by Realms SLA Status by Customers An example of a high leel status report is shown in Figure 2 on page 3. 2 IBM Tioli Serice Leel Adisor: SLM Reports

19 Figure 2. A sample Customer Status by Realms report, showing customers that are ranked by iolations and trends The high leel status report summarizes information for the entire time period of interest (for example, the last full week, month, quarter, or year, or a rolling iew of the past 7 days, 4 weeks, 30 days, or 365 days). The information is displayed in multiple columns, the number of which depends on the time period you selected and the number of days in the time period. For example, if the time period spans 10 days or less, the display consists of 10 columns, with each column in the display representing one full day (24 hour time period) of data. Table 1 describes the relationship between the size of the time period and how that data is displayed in the columns of the high leel status report. Table 1. Understanding the amount of data in each column of the high leel status report. Number of days in the time period Amount of time represented by each column Number of columns in the display 10 days or less 1 day Up to 10 columns 11 to 70 days 1 week Up to 10 columns 71 to 549 days 1 month Up to 19 columns 550 days or more 1 year Up to 10 columns The report table cells for the time periods are color coded, with the colors haing the following meanings: Web-Based SLM Reports 3

20 Black Green Yellow Red This represents a Not Actie state, meaning that the SLA is not yet actie or is cancelled. This represents a Normal state, meaning that the number of trends and iolations detected during this time period are at or below the acceptable normal threshold leel. You can configure these threshold leels (see Configuring High Leel Status Thresholds ). This represents a Warning state, meaning that either the number of trends or the number of iolations detected during this time period is aboe the Normal threshold, but has not yet reached a Critical threshold. A warning icon is displayed in the table cell, along with the count of trends and iolations detected. This represents a Critical state, meaning that either the number of trends or the number of iolations detected during this time period is aboe the Critical threshold. An icon representing the critical state is displayed in the table cell, along with the count of trends and iolations detected. Below the high leel status report is a Legend box, as shown in Figure 3, which defines the icons used to signify the Critical, Warning, and Normal states, and the cells that hae no actie data (Not Actie state). In the SLA Status by Customers report, if the report includes results from intermediate ealuations, and if your user name has been enabled to iew intermediate results, an Intermediate icon is displayed next to the SLA name. See the Command Reference for information on enabling user names for iew authority, and see Managing Serice Leel Agreements for more information on intermediate ealuations. Figure 3. The Legend box defines the colors and symbols in the report. Configuring High Leel Status Thresholds If your user name is assigned to a user type of operations, a Web link is displayed (see Figure 3) below the Legend box that points to the Configuration Status Association page, where you can configure the Critical, Warning, and Normal thresholds for trends and iolations. Click this link to display the Configure Status Association page, as shown in Figure 4 on page 5. 4 IBM Tioli Serice Leel Adisor: SLM Reports

21 Figure 4. Configure the threshold leels for Critical, Warning and Normal states on high leel status reports. Use this page to configure the threshold definitions for Critical (red), Warning (yellow), and Normal (green) states for trends and iolations. When configuring these settings, you must meet the following conditions: The number of trends or iolations configured for the Critical state must be at least one greater than the number of trends or iolations for a Normal state unless zero is specified. If zero is specified for the Critical state, then the Warning state automatically is not applicable. Similarly, if zero is specified for the Warning state, then the Critical state is not applicable. For any gien cell in the high leel status report, a Critical state is reported if the number of trends exceeds the critical trend threshold setting or the number of iolations exceeds the critical iolation threshold setting. For any gien cell in the high leel status report, a Warning state is reported if the number of trends and the number of iolations are both below the critical threshold settings, and either the number of trends or the number of iolations is greater than the normal threshold settings. For any gien cell in the high leel status report, a Normal state is reported if the number of trends is at or below the normal trend threshold setting and the number of iolations is at or below the normal iolation threshold setting. Web-Based SLM Reports 5

22 Figure 5. Critical, Warning, and Normal threshold states can be configured for trends and iolations. After you configure your threshold settings, do one of the following steps: Click OK to apply your changes and return to the preious page. Click Restore Defaults to return the numeric alues for the trends and iolations of state thresholds to the original default settings. Click Cancel to return to the preious page without applying your changes. Note: These configuration changes take effect immediately, without restarting the Web serer. These same configuration settings apply to all users. You can customize this page to make it accessible to other users. (see Adding the Configure Status Association Link on page 52). High Leel Reports The high leel report that is displayed depends on the user type authorization that is associated with your user name. Users with a user type of executie are presented with the Customer Status by Realms report, similar to the example shown in Figure 2 on page 3. This report groups customers according to the realm in which they are associated, and for each customer in a gien realm, shows the state in terms of the number of trends and iolations detected during each time segment in the report period. By default, each customer name in the report is also a Web link to the SLA Status by Customers report, which shows details of each SLA for that customer name. You can customize or remoe this Web link (see Appendix A, Customizing SLM Reports, on page 31 for information about customizing reports). Users with a user type setting of customer are presented with the SLA Status by Customers report, as shown in Figure 6 on page 7. This report is organized by SLA name or SLA ID for each customer. A customer might be associated with more than one SLA ID in the report. By default, the SLA names in this report are not configured as Web links, but they can be customized to link to any Web page (see Appendix A, Customizing SLM Reports, on page 31 for information about customizing reports). 6 IBM Tioli Serice Leel Adisor: SLM Reports

23 Figure 6. A sample SLA Status by Customers, showing oerall health of SLAs, including summaries of iolations and trends Users with a user type setting of operations are also presented with the SLA Status by Customers iew, as shown in Figure 7 on page 8. This report includes data collected during the immediate past week in a Rolling 7 days time period. Each column in the report represents data collected for one full 24-hour time period. Web-Based SLM Reports 7

24 Figure 7. A sample SLA Status by Customers Report. Examining Ealuation Results in High Leel Reports When you iew high leel reports of ealuation and trend analysis results, and the ealuation period ends on the current day, the results for the current day (that is, whether or not a iolation or trend exists) might not hae been ealuated yet. This is because the ealuation data is not aailable until the Process ETL completes its processing, moing data from Tioli Data Warehouse into the SLM Measurement Data Mart. For example, the Rolling 7 days report includes status for the current day, and indicates it as Normal status. Howeer, ealuations for the current day hae not yet been performed, so een though there might be iolations in effect for the current day, the report might not reflect that status in all cases, if the Process ETL has not yet been run for the current day. For daily ealuations, the ealuation end date occurs eery day. For weekly ealuations, the ealuation end date occurs on Saturdays. For monthly ealuations, the ealuation end date occurs on the last day of the month. For hourly ealuations (if enabled) the ealuation interal might be eery hour or some set of hours that eenly diide into a 24-hour time period. For example, the 8 IBM Tioli Serice Leel Adisor: SLM Reports

25 administrator can set the ealuation interal to be eery hour, eery 2 hours, eery 4 hours, eery 6 hours, or eery 12 hours. Displaying Other High Leel Reports Typically when a user signs on to iew SLM reports, the initial high leel report that is displayed is either the Customer Status by Realms report or the SLA Status by Customers report. This initial Web page that is displayed after you sign on is also referred to as the portal page, and is generated using a JaaSerer Page (JSP) file named report.jsp. The SLM Administrator can assign a different portal page other than report.jsp to a user name. The portal page can be created and customized for that particular user. See your SLM Administrator for assistance, and see the Command Reference for more information for information on portal pages assigned to users, using the scmd report adduser and scmd report changeuser CLI commands. Refer also to An Oeriew of the JaaSerer Page Files on page 32 for information about customizing the portal page for users. Viewing Trend and Violation Details The red, yellow and green colored table cells in the high leel reports contain Web links that you can click to iew additional details about the trends and iolations that were detected for that segment of the reporting time period. Additional Reports Note: For a green (Normal) colored cell, click anywhere within the cell to display the Web link. For red (Critical) or yellow (Warning) colored cells, click either the icon or the numbers within the colored cell to display the Web link. When you click a high leel report cell it displays an Oerall Details report that proides additional information on the data collected during that report period. These detailed ersions of reports are described further in Displaying Report Details on page 21. In addition to the high leel summary reports, you can also select additional reports depending on your user type authorization. At the top of the Web page, use the Report Type field to select one of seeral additional reports that gie you more information about the collected report data. For example, if your user type authorization is executie, you can select the Customer Ranking report from the Report Type selection list, as displayed in Figure 8 on page 10. Web-Based SLM Reports 9

26 Figure 8. Selecting the Customer Ranking report from the Report Type list. The Customer Ranking report, as shown in Figure 9 on page 11, displays both a graphical and tabular summary of the number of iolations and trends detected for each customer. At the beginning of each ranking report are two summary charts, in pie, bar, or stacked bar graph format, that show arious iews of SLA business impact. Depending on the report type you select, the charts show a breakdown of the iolations and trends per customer, realm, SLA, offering component, resource, and SLA type. For example, the charts in Figure 9 on page 11 include a pie chart of the percentage of total iolations associated with each customer, and a stacked bar chart showing the number of iolations per time period. 10 IBM Tioli Serice Leel Adisor: SLM Reports

27 Figure 9. A sample Customer Ranking Report, showing customers that are ranked by iolations and trends. From the chart type list, you can select from eight different chart types to display the ranking data, as shown in Figure 10 on page 12. At the end of each color chart is a View Data link that opens a separate browser page displaying the actual data used to draw the color chart. Web-Based SLM Reports 11

28 Figure 10. You can select from one of eight different chart types to display in ranking reports. Additional examples of summary charts are shown in Table 2. Table 2. Additional examples of summary graphs that you can display in ranking reports 12 IBM Tioli Serice Leel Adisor: SLM Reports

29 Table 2. Additional examples of summary graphs that you can display in ranking reports (continued) After the two charts, the ranking data is also displayed in a table showing the number of iolations and trends for each customer and a calculated ranking number that takes into account all SLAs for that customer. Customers are listed by ranking number in descending order. When you click the ranking number link in the Rank column heading for a particular customer in the table, the Oerall Details report is displayed, showing additional details about the iolations, trends, and serice leel objecties. If there are intermediate ealuation results that are associated with the SLAs for that customer, and if your user name has been enabled to iew intermediate ealuation results (see the scmd report listuser and scmd report changeuser commands in the Command Reference for more information), the results are displayed in the Intermediate SLO Results table included in this report (see Managing Serice Leel Agreements for more information on intermediate ealuations). Collapse the Intermediate SLO Results table in the report by clicking the arrow next to the table title. Een if your user name has not been enabled to iew intermediate ealuation results, the Intermediate SLO Results table is collapsed by default. Click the arrow next to the table title to expand the table and iew the intermediate results. Included in this report are additional bar and pie summary charts (see the samples in Table 3): Top metrics with the most iolations Top resources with the most iolations Top metrics with the most trends Top resources with the most trends Table 3. Additional summary charts are aailable showing the top metrics and resources with the most trends and iolations. To limit the leel of detail displayed in these summary ranking charts, the data that is represented in the charts includes only the rows that are currently displayed in the table. To see additional data, you must do one of the following tasks: Web-Based SLM Reports 13

30 Naigate to subsequent pages of data. Adjust the maximum number of rows to display in the table, to show more data in the display. Search for the data of interest. In some of the small bar charts, there are labels that are not displayed, when there are more than 5 bars in the chart. Use the exploded iew to display all labels. You can see a larger representation of the charts by clicking the chart itself, which opens another browser page with an exploded iew of the same chart. Use this to display the chart details that might be too small to see in the normal sized display. You can also customize how labels are displayed in charts. See Displaying Long Labels in Pie and Bar Charts on page 55. The Ranking Algorithm The ranking column in reports is used to prioritize the list of SLA items that are being displayed. The ranking for each row is calculated using the following formula: Ranking = (Mult1 * NumViolations) + (Mult2 * NumTrends) + NumSLAs The following ariables are used in the formula: Mult1 A weighting factor multiplier set to a alue of 4000 for an external iew of the report data by the customer or 2000 for an internal iew of the report data. NumViolations The number of iolations Mult2 A weighting factor multiplier set to a alue of 3000 for an external iew of the report data by the customer, or 1000 for an internal iew of the report data. NumTrends The number of trends. NumSLAs The number of SLAs. Internal and external iews of report data should not be confused with internal and external SLA types. The internal or external iew of the report data is based on whether or not the metric is included or excluded during the offering creation process (see Managing Serice Leel Agreements for related information on configuring SLAs). If the metric is included (the default alue), then report data for that metric is aailable to be iewed externally by the customer. If the metric is not included, report data for that metric is not included in external customer iews. The algorithm calculates the ranking differently for each case. For example, if there are two iolations and one trend across three SLAs for a particular customer, all with external iews of the report data, the ranking alue for this customer would be calculated as shown in the following example: Ranking = (4000 * 2) + (3000 * 1) + 3 = The algorithm is similar for calculating ranking numbers for SLAs, but the NumSLAs alue is always 1, and the alues used for the number of iolations and trends only include iolations and trends for that SLA. Continuing with the preceding example, if the customer has three SLAs, with SLA number 1000 haing 14 IBM Tioli Serice Leel Adisor: SLM Reports

31 one iolation and one trend, SLA number 1001 has 1 iolation and no trends, and SLA number 1002 has no iolations or trends, the ranking calculations for each of these SLAs is calculated as shown in the following example: SLA 1000 Ranking = (4000 * 1) + (3000 * 1) + 1 = 7001 SLA 1001 Ranking = (4000 * 1) + (3000 * 0) + 1 = 4001 SLA 1002 Ranking = (4000 * 0) + (3000 * 0) + 1 = 1 Note that SLA 1000 has more iolations and trends than the other SLAs, and so its ranking number is higher. Also note that the ranking number for each SLA is different than the oerall ranking number for the customer. Ranking Categories Depending on the iew authorization for your user name, you can select different types of reports that display the report data by different rankings or different iews. The aailable ranking reports are defined below: Customer Ranking Shows oerall iolation and trend summaries for each customer, one customer name per entry. The ranking number is calculated across all SLAs for the gien customer. SLA Ranking Shows oerall iolation and trend summaries for each SLA. A single customer can hae more than one SLA in this report. Violation and trend summaries for each SLA ID are displayed, and the ranking number is calculated only for the specific SLA ID. If an SLA contains results from intermediate ealuations, and your user name has been enabled to display intermediate results (see the scmd report adduser and changeuser commands in the Command Reference for more information), an Intermediate icon is displayed next to the SLA name (see Managing Serice Leel Agreements for more information on intermediate ealuations). Offering Component Ranking Shows each offering component in a separate entry, with associated iolations and trends. The ranking number is calculated for each offering component, based on the total number of iolations and trends across all SLAs that contain this particular offering component. Realm Ranking Shows each realm in a separate entry, with iolation and trend summaries for all customers and SLAs associated with the particular realm. The ranking number is calculated across all customers and SLAs in that realm. Resource Ranking Shows each resource in a separate entry, with iolation and trend summaries for all SLAs that monitor the specified resource. The ranking number is calculated across all SLAs that include that resource in their SLA. SLA Type Ranking Shows each type of SLA (Internal, External, or Outsourced) in a separate entry, with iolation and trend summaries for all SLAs that are classified in each of the SLA types. The ranking number is calculated across all SLAs for each SLA type. Note: The leel of restriction that is placed on your user name by your SLM Administrator limits each of these reports. Information that is displayed in these reports might be limited to specific customers, realms, or SLA types. Web-Based SLM Reports 15

32 Table 4 shows the ranking reports aailable to each type of user. Table 4. The ranking reports aailable for each type of user Ranking report Executie Customer Operations Customer Ranking Yes No Yes SLA Ranking Yes Yes Yes Offering Component Ranking No No Yes Realm Ranking Yes No Yes Resource Ranking No No Yes SLA Type Ranking Yes No Yes Selecting a Ranking Category At the top of each report page, use the Report Type drop down box to select from the aailable report types for each user authorization leel. Figure 8 on page 10 shows the Report Type list for users that are assigned to the executie user type. Select a report type and click Go to refresh the page with the new report. If you hae a user type setting of operations you can select the following additional report types from the Report Type list: Results Trends Violations Specifying Additional Filtering Criteria In addition to specifying the report type, you can filter the information that is included in reports to display the ranking information in different ways. Depending on the type of report that you display, you can select a different time period, a specific start and end date, or limit the report to one of three SLA types. The Filter Criteria grouping includes additional fields that you use to do any of the following tasks: Select from a number of predefined time periods. Specify a particular start date and end date. Select a particular SLA type (All, Internal, External, or Outsourced). When you are iewing any of the ranking reports, select the Show All Rows check box to iew all aailable rows in your report. Howeer, only two chart types are shown at the top of the report. For example, when you are iewing the Resource Ranking report, if you select the Show All Rows check box, when you refresh the display the only two charts shown are the Top resources with the most trends and the Top resources with the most iolations charts at the top of the report. If you clear the Show All Rows check box, after refreshing the display you can select multiple chart types to display again. Note: To sae space on the report display, hide the filter criteria section of the report by clicking the arrow next to the Filter Criteria title. The filter criteria area is hidden in all reports until you click the arrow again to expand the section. 16 IBM Tioli Serice Leel Adisor: SLM Reports

33 Selecting Time Periods Use the Time Period filter criteria selection to select one of seeral time periods in which to display your SLA results. Click the Time Period radio button and select a time period from the list. Click Update to refresh the Web page with your new display. Figure 11 shows the Time Period list. Figure 11. Use the Time Period drop-down list to display SLA results for small or large time spans. The Time Period list includes a list of alid time periods, as defined in Table 5: Table 5. Valid time periods for displaying SLA ealuation results Time period All Dates Definition All dates in the database Last Month From 00:00:00 on the first day of the preious month to 23:59:59 on the last day of the preious month Last Quarter From 00:00:00 on the first day of the preious quarter to 23:59:59 on the last day of the preious quarter Last Week From 00:00:00 on the Sunday of the preious week to 23:59:59 on the Saturday of the preious week Last Year From 00:00:00 on the first day of the preious year to 23:59:59 on the last day of the preious year Month to date Quarter to date Rolling 24 hours Rolling 7 days Rolling 4 weeks Rolling 30 days Rolling 365 days Week to date 00:00:00 on the first day of the current month to the current day and time 00:00:00 on the first day of the current quarter to the current day and time From the preious day at the current time to today at the current time From 00:00:00 six days ago to today at the current time From 00:00:00 three weeks and six days ago to today at the current time From 00:00:00 29 days ago to today at the current time From 00:00: days ago to today at the current time From 00:00:00 on the preious Sunday to today at the current time Web-Based SLM Reports 17

34 Table 5. Valid time periods for displaying SLA ealuation results (continued) Time period Year to date Year to end of last month Yesterday Definition From 00:00:00 on the first day of the current year to today at the current time From 00:00:00 on the first day of the current year to 23:59:59 of the last day of the preious month From 00:00:00 on the preious day to 23:59:59 on the preious day The term rolling refers to the time span from the present back through the specified period, starting at 00:00:00 and ending at the current time. For example, if it is currently Tuesday, 15:30 eastern standard time (EST), the Rolling 7 days time period specifies the time period from last Wednesday, 00:00:00 EST through Tuesday, 15:30 EST. The start time for all defined time periods is at 00:00:00 to include the data for a complete first day. The starting and ending dates for quarterly and yearly time periods are related to how your fiscal quarter and year settings hae been customized. See Managing Serice Leel Agreements for more information on the Customize Schedules task in the portfolio of the SLM Administratie Console. The default setting defines the fiscal quarters with the following start and end dates: Table 6. Default start and end settings for quarterly and yearly time periods Quarter Start Date End Date First quarter January 1 March 31 Second quarter April 1 June 30 Third quarter July 1 September 30 Fourth quarter October 1 December 31 Suppose that the first quarter is configured to run from March 10 to June 10. If today is July 4, 2004, the Last Quarter time period is defined from March 10 to June 10, and the Last Year time period is defined from the start of the first quarter (March 10, 2003) to the end of the fourth quarter, for example, March 9, Specifying a Start and End Date Instead of selecting from a predefined set of time periods, specify a particular start and end date for your report. Click the Start Date radio button and enter the start and end dates. Enter the date directly into the fields, or select the calendar icon to the right of each field to naigate to the preferred date and select it from the calendar. If you enter the date manually, it must be in the ISO format, year-month-day, for example, After you enter start and end dates for the report, click Update to refresh the report. Selecting an SLA Type Use the SLA Type drop-down list to select the types of SLAs to include in SLM reports. Figure 12 on page 19 shows the SLA Type drop-down list. By default, users assigned to a user type of customer do not see the SLA Type drop-down list in reports. 18 IBM Tioli Serice Leel Adisor: SLM Reports

35 Figure 12. Use the SLA Type drop-down list to display SLA results for one or all types of SLAs. Select from the following SLA Types: All Internal External Outsourced After selecting the SLA type, click Update to refresh the Web page with a new display. Refer to Managing Serice Leel Agreements for more information about SLA types. Searching for Customers, Realms, Resources, or SLAs When you display the Customer Ranking, SLA Ranking, Realm Ranking, or Resource Ranking reports, the Filter Criteria section also includes a Search for... field that you can use to enter one or more full or partial text strings to further refine the data displayed in the color charts and tables. For example, at the beginning of the Customer Ranking report, this field is labeled Search for customers. Search for customer names by entering one or more full or partial text strings, separated by commas. Using the sample report shown in Figure 9 on page 11, three of the four customer names begin with the string IBM. If you enter the partial string IBM* in the Search for customers field, after the page is refreshed, only the three customers that start with IBM are included in the chart and table. Specify one or more full text strings for an exact match, or enter one or more partial strings to return all data that matches the specified strings, for example, IBM*, Acme*. Each specified search string can hae a maximum length of 255 characters. Note: Use an asterisk (*) as a wild card character in the search string. Additional Report Page Features Additional report functions are aailable to assist you in iewing and working with SLM Reports. Specifying the Report Table Row Count Use the Maximum rows to display drop-down list to specify how many rows of data to display in your report output table. This is useful if you hae a large amount of customers, SLAs, or offering components, and you want to limit the iew to a certain number of rows. Specify 5, 10, 15, or 20 rows to be displayed. Click Go to update the table. Figure 13 on page 20 shows this portion of the Web page. Web-Based SLM Reports 19

36 Figure 13. Select the maximum number of rows to display. Additional Web Links At the beginning of the report page are Web links proiding the following features: Report Definitions displays a page that defines the arious reports that are aailable, to assist you in selecting the right report for your use. Print Tips opens a separate browser page that gies configuration tips for printing SLA reports. Printable Version opens a separate browser page containing a ersion of the current report suitable for printing. Input selection fields, buttons, links, and filter criteria (drop-down lists) are displayed in a read-only format. Use the print function for your browser to print the Web page. To enable printing SLM reports to PDF files, you must obtain and install a PDF printer drier (a PDF printer drier is not deliered with IBM Tioli Serice Leel Adisor). For example, you might refer to Visage expert PDF from or edocprinter PDF Pro from Note: Neither nor are affiliated in any way with IBM. These references are proided for conenience only and do not in any manner sere as endorsements of the Web sites, or the products offered by Visagesoft or ITEKSOFT. The materials at and are not part of the materials for this IBM product. Use of and and the materials proided by Visagesoft and ITEKSOFT is at your own risk, and it is your sole responsibility to ealuate and erify the operation of these materials. If you hae Adobe Acrobat installed on your system, you can use this link to print to a PDF file format. Note: Reports should be printed in Landscape orientation. Export to MS Excel exports a nongraphic ersion of your current report to a Microsoft Excel spreadsheet. This option is only aailable if you hae Microsoft Excel installed on the machine where you are iewing SLM reports using your Web browser. Note: When you export your report to Microsoft Excel the colors that are displayed on the spreadsheet might not match the original colors from your report because the standard report color palette is different than the palette in Microsoft Excel. Refresh refreshes the Web page with the latest data. 20 IBM Tioli Serice Leel Adisor: SLM Reports

37 Sign Off signs you out of the SLM Reports function and returns you to the initial sign on window. Naigational Links When you are displaying the arious ranking reports, click a ranking number Web link in the Rank column heading of the table to display further details on iolations, trends, and serice leel objecties. As you naigate further into the details of your iolation and trend data, notice at the top of the Web page (just under the additional Web links discussed in the preious section and aboe the Report Type list) a set of naigational links that show you where you are in the leel of detail. Displaying Report Details For example, with a user type of executie, the Customer Status by Realms high leel report page is initially displayed. From there, click one of the red, yellow, or green cells in the report to display a new Web page showing report details in the Oerall Details report. At the top of this Web page, notice the naigational link: Customer Status by Realms > Report Details Click this link to return to the preious page. Suppose at this point that you click one of the links in the Actual Value column heading of the Violations table. A new Web page is displayed, with further details on Serice Leel Objecties. Now, the naigational link at the top of the Web page is modified to: Customer Status by Realms > Report Details > Serice Leel Objectie Chart Click the naigational links at any time to moe up and down the report hierarchy. From the ranked summary table listings of SLA ealuation results, find out more information about a particular entry in the table by clicking the Web link of the ranking number in the Rank column heading of the table. A new Web page is displayed, showing details on iolations, trends, and serice leel objecties that support and explain the oerall data in the ranked summary listings. Report Details for the Executie User Type If you hae a user type setting of executie, click a Web link in the table for a particular realm and customer in the Customer Status by Realms report. The default setting displays the report details for the selected customer that uses the Oerall Details report type. Depending on the display, this report includes some or all of the following report tables: SLA Information Shows the details about the SLA, including SLA name, SLA type, offering description, and a table of the offering components that are part of the offering, including associated metrics, schedule states, and breach alues. Tiered SLAs in which this SLA is included Shows SLA names, offering name, and SLA type of the immediate parent of the filtered SLA, if the SLA is multi-tiered. SLAs included in the tiered SLA Shows the associated immediate component SLA details of the filtered SLA, for example, SLA name, offering name, SLA type, association date, and disassociation date. Select a component SLA to iew its report details Web-Based SLM Reports 21

38 and to naigate down the hierarchy of the component SLAs that might hae contributed to the SLA iolations or trends. Business Schedule Shows schedule periods that make up the oerall business schedule, including period state, start and stop time for each period, time zone, frequency, and any additional details. The list of schedule periods can include periods from a business schedule and any associated auxiliary schedules. Violations Shows details on each iolation detected against this SLA, including the specific measurement point that exceeded the breach alue. Figure 14 on page 23 shows a portion of the Violations table. Trends Shows details on each trend detected, including the projected date and time that a iolation is predicted to occur if the current trend continues uncorrected. Figure 15 on page 24 shows a portion of the Trends table. SLO Results Shows the history of monitoring results for a particular state of a metric in an SLA. It includes metric details that show the resource being monitored, including the metric alue being measured, the breach alue, and minimum, maximum, and aerage or total measured alues oer a specific time period. Figure 18 on page 27 shows a part of the SLO table. Intermediate SLO Results Shows the history of intermediate ealuations of hourly (if enabled), daily, weekly, and monthly serice leel objectie results in an SLA. This section displays the current intermediate state of a metric, resource, and schedule state. If your user name is not authorized to iew intermediate results (see the -int option of the scmd report adduser command in the Command Reference), this table is collapsed by default in the report. Click the arrow in the table title to expand the table for iewing. If your user name has been authorized to iew intermediate results, the table is expanded by default. Click the intermediate result alue link to iew an SLO graph that displays all of the updated intermediate results for an ealuation interal. Refer to Managing Serice Leel Agreements for additional information on SLO ealuations and intermediate ealuations. Note: This SLO graph is only displayed if your user name has been enabled to iew intermediate results. See the scmd report adduser and scmd report changeuser commands in the Command Reference for more information on enabling user names to iew intermediate results. Violation Reports The Violations report displays the iolations of the SLA that occurred during a specified time period. This report displays the date that each iolation occurred, the breach alue that was set during offering creation, and the actual alue that caused the iolation. Figure 14 on page 23 shows a part of a Violations report. If you hae iolations that hae been excluded through the adjudication process, select the Show excluded iolations check box at the end of the Violations report to iew these excluded iolations in the report. The Violations report is refreshed automatically, and iolations that hae been excluded are displayed in the report with a special Excluded Violation icon in the Actual Value column (the right-most 22 IBM Tioli Serice Leel Adisor: SLM Reports

39 column in the report display) next to the actual alue, as shown in Figure 14. Click the Excluded Violation icon to iew a textual reason why the iolation was excluded from the ealuation process for the associated SLA. Refer to the Managing Serice Leel Agreements and the Administrator s Guide for more information on the excluding and reinstating of iolations for ealuation. Figure 14. The Violations report shows details on iolations against the SLO breach alues. Trend Reports The Trends report warns of trends toward iolations of breach alues of specific metrics. As a result of the trend analysis that was performed, the date of detection is displayed, along with a projected date that the metric breach alue is predicted to be iolated if the trend continues. Figure 15 on page 24 shows part of an example of a Trends table. Web-Based SLM Reports 23

40 Figure 15. The Trends report predicts when iolations will occur unless correctie action is taken. If a preiously reported trend has been canceled because it is no longer trending toward a iolation, it is not included in the report, unless you select the Show canceled trends check box at the end of the Trends report. The Trends report is refreshed automatically, and trends that hae been canceled are displayed in the report with a special Canceled Trend icon in the Breach Value column next to the breach alue, as shown in Figure 16 on page 25. In a trend with multiple parts (for minimum, maximum, and aerage trends), you might see one alue accompanied by the icon and another alue with no icon in the report. This indicates that part of the trend was reersed or possibly canceled since the time that it was first detected. A cancel trend escalation eent is issued only when all parts of the trend hae been canceled. 24 IBM Tioli Serice Leel Adisor: SLM Reports

41 Figure 16. Canceled trends can be optionally displayed by selecting Show canceled trends and locating the Canceled Trend icon. Reporting Imminent Violations: It is possible to hae a scenario where the projected iolation date occurs earlier than the detection date of the trend (see Managing Serice Leel Agreements for a discussion of this case and an example). A special imminent iolation icon is displayed in the Breach Value column of the Trends report, as shown in Figure 17 on page 26. This indicates that a iolation might be about to occur based on the trend analysis of the aailable data, and should be inestigated as soon as possible before the iolation actually occurs. The imminent iolation icon is only displayed on actie trends. Web-Based SLM Reports 25

42 Figure 17. A special icon appears in the Breach Value column of the Trends report if the predicted iolation date occurs earlier than the detection date. SLO Results Reports Each row in the SLO Results report displays SLA results data which matches the input request criteria for filtering customers, SLAs, realms, offering components, and resources from ranking pages, SLA type information, and the time period. Your results are only displayed for the schedule states of the breach alues that you specify. 26 IBM Tioli Serice Leel Adisor: SLM Reports

43 Figure 18. A part of the detailed SLO Results report. The Actual Value column heading displays minimum, maximum, and aerage or total measured alues for the metric that was collected oer the specified time period. Assuming a daily ealuation frequency, each day during the specified time period a minimum, maximum, and aerage or total alue is recorded. For example, if the gien time period is one week, then the metric data consists of seen minimum alues, seen maximum alues, and seen aerage alues, one per day. The smallest of the seen minimum alues and the greatest of the seen maximum alues are displayed in the Actual Value column. The aerage alue that is displayed in the Actual Value column heading is the aerage of all seen aerage alues collected during the time period. The alues displayed in the Actual Value column heading are also Web links to graphical iews of the data points for a specific time period. See Displaying Graphs and Graph Data on page 28 for more information. Tiered SLAs From the SLA Ranking or the SLA Status by Customers reports, the associated tiered SLA information is listed in the Oerall Details report. Besides the additional SLA information that is displayed for eery user type, the following tables of tiered SLA detail are displayed: Tiered SLAs in which this SLA is included shows the immediate parent SLAs in the tiered hierarchy associated with the selected SLA. SLAs included in the tiered SLA shows the immediate component SLAs for which the selected SLA is a parent in the tiered hierarchy associated with the Web-Based SLM Reports 27

44 SLA. Select a component SLA to iew its report details, and continue selecting component SLAs, naigating further down the hierarchy of component SLAs to determine the specific SLAs that might hae contributed to the SLA iolations or trends. If a tiered SLA also contains intermediate ealuations, then the Intermediate SLO Results table displays the history of hourly (if enabled), daily, weekly, and monthly SLO results for the tiered SLA (see Managing Serice Leel Agreements for more information on intermediate ealuations). Note: If your user name has not been enabled to iew intermediate results, this table is collapsed by default. Click the arrow next to the title of the table to iew the results. See the scmd report adduser and changeuser commands in the Command Reference for more information. Report Details for Operations View If you hae a user type setting of operations, the initial high leel report that is displayed is the SLA Status by Customers report. In this report, click a table cell for a particular SLA to iew the SLA details. This user type setting displays report details on a selected SLA. The report also includes additional details about the SLA, for example, the SLA information, metrics defined in the SLA, tiered SLAs in which this SLA is included, SLAs that are included in this SLA (if it is a tiered SLA), and the business schedule defining the arious schedule states of interest to the customer. On the SLA Details report iew, if your user type is operations or executie, the Go button is not enabled because the SLA Details page shows details for a specific SLA. This button is aailable on the Oerall Details report iew because that report iew displays information for all SLAs. From the SLA Ranking iew, the details of associated tiered SLAs, similar to the executie iew, are listed in the Oerall Details report summaries of the selected SLA. Report Details for Customer View A user with a user type setting of customer initially iews the SLA Status by Customers high leel report. In this iew, click on the table cell for a particular SLA ID in the SLA Status by Customers display. A user name with this portal page setting is authorized to iew report details only for specific customer data to which the user has been gien access. By default, users assigned to this user type iew results only for external and outsourced SLAs. See the Administrator s Guide for more information on assigning a user type and configuring other settings for a user. From the SLA Ranking iew, the details of associated component SLAs, similar to the executie iew, are listed in the oerall detail report summaries of the selected SLA. Displaying Graphs and Graph Data 28 IBM Tioli Serice Leel Adisor: SLM Reports In the SLO Results, Intermediate SLO Results, and Violations tables, the alues displayed in the Actual Value column heading are also Web links to graphical iews of the data points for a specific time period. When you click a Web link in the Actual Value column heading, an area graph is displayed with the scale for the x-axis set to the number of days in your specified time period. Adjust the time period setting to alter the contents of the graph. Figure 19 on page 29 shows an example of an area graph.

45 Figure 19. A sample graph of actual measurement data. If the breach alue is within the range of the graph, a line indicating the breach alue is displayed on the graph, to illustrate where measurement data is relatie to the breach alue of interest. When iewing graphical displays of the ealuated data, a linear trend line relating to the trend is also displayed. This line displays the most recent trending information corresponding to the graph data, and is drawn on the set of graph data points that currently supports a trend, should one exist, or on the set of graph data points that is currently under analysis for trends toward breach alues. Trend lines are not displayed when a trend has recently been cancelled. Refer to the Managing Serice Leel Agreements and the Administrator s Guide for additional information relating to cancelling trends. If the ealuation of the SLA includes intermediate ealuation results, and if the user authorization is either operations or executie, the View Intermediate SLO Chart Web link is displayed. Click this link to display the Intermediate SLO Chart page. You can optionally modify the text for this link (see Modifying the View Intermediate SLO Chart Link on page 60). To see the actual data points used to construct the graph, click the View Data Web link below the graph, to display the actual measurement data behind the graph data. Figure 20 on page 30 shows an example. Web-Based SLM Reports 29

46 Note: When you are displaying graphs or graph data pages, you might notice that the Go button for the Report Type drop-down list is disabled. Selecting a report type other than the SLO Chart or Chart Data enables the Go button again. Figure 20. View the data points behind the graph. Exporting Ealuation Data to a Comma Separated Value File You might want to export the report data from the SLM Database to a comma separated alue (CSV) file for use with other applications in analyzing IBM Tioli Serice Leel Adisor data. IBM Tioli Serice Leel Adisor proides a script to export the arious tables of interest into a CSV file, or you can export tables manually. See the Administrator s Guide for details on exporting report data to CSV files. 30 IBM Tioli Serice Leel Adisor: SLM Reports

47 Appendix A. Customizing SLM Reports When you use the SLM Reports console, the reports for iolations, trends, and details of ealuations are displayed in both graphical and tabular format in your Web browser. These reports are immediately usable as they are shipped with the IBM Tioli Serice Leel Adisor product, but you might like to customize parts of the report formats to integrate more seamlessly into your Web enironment, or you might want to change certain preferences, to further enhance the reports for your specific needs. The following sections describe the options that you can use to customize your SLM Reports. Controlling Report Web Page Formats The SLM Reports console uses report serlets that are designed to be integrated into your Web site HTML code using JaaSerer Page (JSP) files. When these serlets are embedded in your HTML code and customized appropriately, your Web site can initiate report requests and see the resulting reports displayed as part of your Web page. The following aspects of report tables controlled by the report serlets and are not aailable for you to customize: The specific charts that are displayed in the high leel reports. The specific columns that are displayed in the table. The order of the columns in the table. Naigation options to display additional pages of report data. You can customize the following aspects of reports that are displayed in your Web browser: The content of the table, based on the use of optional input filter parameters that control what is displayed in the report. Various HTML table parameters, such as colors, fonts, titles, and table cell attributes. User authorization that restricts users of your Web site to iew only certain reports. The title and alignment of each column. The display of columns in the table, which depends on the selection of the time period. For example, the time period is defined as the current day, or the preious day, week, or month. You can filter the output display by any of the following objects: Customer SLA Resource Offering component Schedule state Offering SLA type Copyright IBM Corp. 2002,

48 Metric Realm Note: Always be sure that your JSP Files are backed up before making any changes. An Oeriew of the JaaSerer Page Files The IBM Tioli Serice Leel Adisor product proides a set of JaaSerer Page (JSP) files that you can modify to display report tables and graphs in your Web site. These JSP files are designed to be chained together, so that you can naigate from report to report and initiate search requests for customers, SLAs, resources, realms, and offering components. You can modify some parts of the JSP files as necessary to control displayed graphics, filtering functions, text outside of the report table, and all other aspects of the Web page in which the serlet reports are embedded. Table 7 shows the aailable JSP files that are included with the IBM Tioli Serice Leel Adisor product. Table 7. Aailable Jaa Serer Pages Jaa Serer Page breadcrumbs.jsp completereportdetail.jsp configurestatusassociation.jsp customerranking.jsp custslastatusreport.jsp Description Displays a trail of naigational links at the top of the report page as you naigate further into the details of the report. Used to keep track of where you are in the report, and to moe up and down the leels of report detail, or to link to other reports. Displays the Report Details tables, including results, trends and iolations, all on one page. This JSP file is similar to reportdetail.jsp, and displays one or more of the following report tables: SLA information Business schedule Associated Parent SLAs Associated Component SLAs Serice leel objectie (SLO) results Violations Trends Intermediate SLO Results Displays the current settings for high leel report thresholds. Users with a user type of operations can modify the threshold settings in the Configure Status Association page. Displays charts, number of iolations, number of trends, and rank of customers. Displays high leel summary status reports, similar to report.jsp. This is the high leel report that is displayed if the user name has a user type of executie. This same report is displayed by selecting the SLA Status by Customers report from the list of aailable report types. datechooser.jsp Displays a calendar for you to select a date. 32 IBM Tioli Serice Leel Adisor: SLM Reports

49 Table 7. Aailable Jaa Serer Pages (continued) Jaa Serer Page excludedreason.jsp explodedgraph.jsp filtercriteria.jsp filtercriteriaprintversion.jsp filtervalues.jsp fullresourcename.jsp graph.jsp graphdata.jsp hileelperiods.jsp index.html index2.jsp intermediateresults.jsp links.jsp login.jsp loginerr.jsp Description Displays the reason for an adjudicated iolation. Displays an exploded iew of charts in ranking pages. Creates drop-down lists for Report Type Filter Criteria, Chart Type sections of the report. Displays a ersion of the filter criteria section of the report page, suitable for printing. Displays the filter alues. The alues in the filtervalues.jsp file apply to all displayed report pages. Displays the full name for a resource that has more than 240 characters in its name. Displays the bar graph linked to the SLO Results table and the Violations table in reports. Input filters are aailable to restrict the data to specific metrics, offering components, customers, SLAs, offerings, metric alue type (minimum, maximum, aerage, total), schedule, period, start and end dates, and SLA type (Internal, External, and Outsourced). Displays data for the Serice Leel Objecties (SLO) chart. Displays the drop-down list at the top of some JSP files. Use it to customize the time period for the report iew. This file is similar to periods.jsp. This page is part of the sign on process. It does not display a page to the iewer, but is called in web.xml by IBM WebSphere Application Serer as the default page. It redirects the user to the login.jsp file for user sign-on if WebSphere security has been enabled. If security is not enabled, it loads the appropriate high leel report page. An example of user authentication using Jaa beans. See Authenticating Users Using a Jaa Bean on page 39 for more information about user authentication using Jaa beans. Displays the Intermediate SLO Results section of reports, including the function to optionally collapse or expand the title. Displays the drop-down lists at the top of most JSP files. Use it to naigate from page to page by selecting an option from the drop-down list. Displays the sign on page and prompts you for the user name and password to access the SLM Reports console. If the user name and password are authenticated, the portal page that is associated with this user is displayed (the default setting is report.jsp). See scmd sla adduser, scmd sla changeuser, and scmd sla listuser CLI commands in the Command Reference for details on creating user names and assigning portal pages. Logs a sign on failure to the message and ffdc logs. Appendix A. Customizing SLM Reports 33

50 Table 7. Aailable Jaa Serer Pages (continued) Jaa Serer Page maximumrowstodisplay.jsp opofferingcomponentranking.jsp pageheader.jsp periods.jsp printrefreshoff.jsp printtips.jsp realmcustomerstatusreport.jsp Description Displays the drop-down selection box for the user to specify the number of rows to display at once, for example, 5, 10, 15, or 20 rows. Displays charts, number of iolations, number of trends, and rank of offering components. This is only aailable to users with a user type setting of operations. Displays the banner at the top of eery report page, typically displaying your company logo. You can replace the Tioli and IBM logos with your own company logos. Displays the drop-down list at the top of some JSP files. Use this file to customize the time period for the report iew. This file is similar to hileelperiods.jsp. Creates Web links in the upper right portion of the Web page labeled Report Definitions, Print Tips, Printable Version, Export to MS Excel, Refresh, and Sign Off. Opens a separate page that displays some tips on printing reports to your local printer. Displays high leel summary status reports, similar to report.jsp. realmranking.jsp report.jsp reportdefinitions.jsp reportdetail.jsp resourceranking.jsp resultsdetail.jsp This is the high leel report that is displayed if the user name has a user type of operations. Display this same report by selecting the Customer Status by Realms report from the list of report types. Displays charts, number of iolations, number of trends, and rank of realms. Displays high leel summary status reports. The default setting displays report.jsp as the first high leel report page, or portal page, that is displayed after you sign on. If the user name has a user type of operations, the Customer Status by Realms report is displayed, which is a special ersion of this high leel report using realmcustomerstatusreport.jsp. Describes all report types that are aailable to the user, and defines what each report proides. Displays the Report Details tables, including results, trends and iolations all on one page. This JSP file is similar to completereportdetail.jsp, and displays one or more of the following report tables: SLO Results Intermediate SLO Results Violations Trends Displays charts, number of iolations, number of trends, and rank of resources. Displays the SLO Results table. 34 IBM Tioli Serice Leel Adisor: SLM Reports

51 Table 7. Aailable Jaa Serer Pages (continued) Jaa Serer Page slaranking.jsp slatyperanking.jsp slatypes.jsp startenddates.jsp title.jsp trendsdetail.jsp iewchartdata.jsp iolationsdetail.jsp Description Displays charts, number of iolations, number of trends, and rank of SLAs. Displays charts, number of iolations, number of trends, and rank of SLA types. Determines the type of SLA: Internal, External, or Outsourced. Displays the start and end dates that a user selected in a long form. For example, 3/5/03 12:00:00 AM EST to 3/27/03 11:59:59 PM EST Displays the title of report pages, for example, Customer Ranking. Displays the Trends table. Displays the data details associated with each ranking page chart. Displays the Violations table. Embedding Report Serlets These JSP files are located in the following directory where SLM Reports was installed: <WebSphere_dir>/installedApps/<machine name>/slmreport.ear/slmreport.war In this directory path, <WebSphere_dir> is the location where IBM WebSphere Application Serer was installed, for example, C:\Program Files\WebSphere\Appserer, and <machine name> is the hostname of the machine where SLM Reports and IBM WebSphere Application Serer are installed, for example, mymachine01. To add SLM Report capabilities to your Web site, embed report serlets into your HTML code. These report serlets perform the basic functions of querying the SLM Database for the preferred report data, and then displaying the data that is returned in report Web pages on your Web site. When you embed these report serlets into HTML code, you use a JSP file include statement to include three serlet classes together. SLMReport is the main class that calls two additional classes, one that performs the database query to retriee the preferred data from the SLM Database, and the other class that displays the data for iewing. The general format for the JSP file include statement is as shown in the following example: <jsp:include page="/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmcustomerorderrankquery &di=com.tioli.managed.gui.report.serlets.slmcustomerorderrankdisplay &link=reportdetail.jsp &fontcolor=black &fontsize=2 &titlefontsize=2 &bgcolor=#ededeb Appendix A. Customizing SLM Reports 35

52 &tablewidth=500" flush="true"/> In this example, note that a? character occurs immediately after SLMReport. This character designates the beginning of the parameter list that is passed, starting with the qi parameter. Each parameter that follows in the list is separated in the include statement with the & character, with no blank spaces between parameters. Note: No spaces are allowed between parameters, howeer for this example spaces are included for readability. In this example, qi is the query interface parameter that calls the class named SLMCustomerOrderRankQuery to obtain specific data for the report, and di is the display interface parameter that calls the SLMCustomerOrderRankDisplay class to format and display the data on the Web site. Note that the preceding query and display classes are paired together in the oerall call of the main SLMReport class. Table 8 shows the other aailable pairs of query classes and display classes that you can specify for arious types of reports. Table 8. Aailable Query and Display class serlet pairs Query Class Display Class Link Needed Purpose SLMComponentSLAQuery SLMComponentSLADisplay Yes Display component SLAs SLMCustomerOrderRank Query SLMCustomerOrderRank Display Yes Display SLA ranking SLMCustomerRankQuery SLMCustomerRankDisplay Yes Display customer ranking SLMIntermediateResultData Query SLMOfferingComponent RankQuery SLMIntermediateResultsTable Yes Display the SLO Intermediate Results table. SLMOfferingComponent RankDisplay Yes Display offering component ranking SLMOrderInfoQuery SLMOrderInfoTable No Display SLA information SLMParentSLAQuery SLMParentSLADisplay No Display parent SLAs SLMRealmRankQuery SLMRealmRankDisplay Yes Display realm ranking SLMResourceRankQuery SLMResourceRankDisplay Yes Display resource ranking SLMResultsDataQuery SLMResultsDetailTable Yes Display SLO results table SLMResultsQuery SLMGraphDetailTable No Display graph data SLMResultsQuery SLMResultsGraph No Display graph SLMScheduleDataQuery SLMScheduleDetailTable No Display Business Schedule table 36 IBM Tioli Serice Leel Adisor: SLM Reports

53 Table 8. Aailable Query and Display class serlet pairs (continued) Query Class Display Class Link Needed Purpose SLMTrendsQuery SLMTrendsDetailTable No Display Trend table SLMViolationsQuery SLMViolationsDetailTable Yes Display Violation table TSLACustomerCustomer OrderStatusQuery TSLARealmCustomerStatus Query TSLACustomerCustomer OrderStatusDisplay TSLARealmCustomerStatus Display Yes Yes Display the high-leel iew for SLA Status by Customers Display the high-leel iew for Customer Status by Realms Following the qi and di parameters are additional parameters that you can specify to link to the next Web page to be displayed and to customize certain table parameters that affect the resulting display. These parameters are described in the following sections. Linking Web Pages and JSP Files For some query and display class pairs, you must also specify a link parameter, which specifies the next Web page or JSP file to which the user is taken. For example, the parameter &link=reportdetail.jsp might be included in the parameter list to specify the next JSP file to which you are taken. Refer to the Link Needed column in Table 8 on page 36 to see which of the display classes requires a link to be specified in the JSP file include statement. Customizing Results Tables Because the serlet results are displayed in tables, you can also customize arious table parameters by specifying them in the JSP file include statement. Table 9 shows the properties that can be customized. Table 9. Table properties that can be customized for displaying report results Table property Parameter specified Default alue Table background color bgcolor #EDEDEB Font size fontsize 2 Font color fontcolor black Font face fontface Arial Column header alignment titlealign center (other alues: right, left) Title font size titlefontsize 2, always bold Title font color titlefontcolor black Title font face titlefontface Arial Title background color titlebgcolor #CFDAE3 Table width tablewidth 100% Table border border 0 Table cell spacing cellspacing 2 Appendix A. Customizing SLM Reports 37

54 Table 9. Table properties that can be customized for displaying report results (continued) Table property Parameter specified Default alue Table cell padding cellpadding 2 For example, an include statement might hae table parameters specified as shown in the following example: &fontcolor=blue&cellspacing=0&tablewidth=450&titlefontsize=4 Add as many of these parameters as you want, appending each parameter in sequence, with no blank spaces between parameters, and prefacing each parameter with the & character. Notes: 1. Parameter names are case sensitie. For example, specify &titlealign=, not &titlealign=. 2. Do not use frames in serlet reports, because the code has to check the URL of the current report. There might also be security exposures using frames. 3. In non-english language enironments, the UTF-8 character set should be specified in the JSP file, for example: Customizing User Authentication <%@ page contenttype="text/html; charset=utf-8" %> Refer to the index.jsp file for an example of this usage. If you are the owner or administrator for the Web site where users iew SLM reports, it is your responsibility to associate a user name with the proper authorization leel for accessing SLM reports from your Web site. When users sign on to your Web serer, you should hae their user authentication defined in a property file or database. You or your administrator must decide whether users should hae unrestricted, restricted, or external access to report data. After you hae configured your Web site for handling user authentication, the IBM Tioli Serice Leel Adisor report serlets then make use of this information when retrieing the data from the SLM Database to display in SLM reports. This section describes two example methods that IBM Tioli Serice Leel Adisor proides for user authentication using the JSP files. You can use either of these methods or deelop your own methods. In either case, the task is to associate a user name and password with the authentication parameters iew, customer, realm, portal page, time zone, usertype, and int. The two methods that are described in the following sections are: Authenticating Users From Data in the SLM Database Authenticating Users Using a Jaa Bean Authenticating Users From Data in the SLM Database Use this method if you do not already hae a method of authenticating users by logging on to the Web serer. If you are an SLM Administrator, add an existing user name from the local operating system user repository into the SLM Database, and associate with that user name the following authorization information: User name (120 characters maximum) A password is not specified for this user name because this user should already be defined in the local operating system user registry, and assigned a alid password to sign on to the system. 38 IBM Tioli Serice Leel Adisor: SLM Reports

55 View (an integer alue of 1, 2, or 3, defining the leel of iew authority that this user has to iew report data on all customers, realms, and SLA types, or restricting this user to iew only certain customers, realms and SLA types) Customer Name (255 characters maximum, indicating a specific customer to which the user s iew is restricted) Realm Name (255 characters maximum, indicating the ID of a specific realm to which the user iew is restricted) Time zone (time zone index number, which is specified for users that are located in a different time zone than the SLM Report serer) Portal Page (the name of the JSP file to be directed to after successfully signing on. This is the first SLM Report web page that is displayed for this user. This can be one of the default pages that is assigned to the particular user type associated with this name, or it can be a customized JSP file that you designate.) The report.jsp page displays the default high leel status report page. If you still want to point to this page name, but do not want to iew the associated high leel report, add hileel=n to the alue specified in the page parameter for the portal page, for example: -page "report.jsp?hileel=n" The default page for hileel=n is the SLA Ranking page displayed in Rolling 7 days iew. If you do not want to see these default ranking pages, specify another page directly, for example: -page "customerranking.jsp" User type (an integer alue of 1, 2, or 3, specifying the leel of detail displayed in reports, from an operations (1), executie (2), or customer (3) perspectie. Enabling display of intermediate results in SLM Reports. If enabled, a special icon appears in reports where appropriate to identify results from intermediate ealuations. Note that if intermediate ealuation results are enabled for display, you might experience slower performance because of the additional processing required. See your SLM Administrator for help in obtaining alid user names for access to SLM Reports, and refer to the Administrator s Guide for details on creating and managing users. Sample HTML Form for Logging On The sample HTML form code is included in the login.jsp file. Locate the code between the <FORM> and </FORM> HTML tags. Authenticating Users Using a Jaa Bean You can use this method if you already hae a way of authenticating users by logging on to Web serer. In this case it is your responsibility to determine how to store the association of that user name with the authentication properties of customer, realm, iew, portal page, user type, time zone, and showint (enabling the display of intermediate ealuation results in reports). With this method of user authentication, the SLM Database is not used to store this information. To authenticate users for SLM Reports by using a Jaa bean, perform the following steps to customize the Web page: 1. For the user that is currently logged on to the Web serer, proide the associated alues for customer, realm, iew, portal page, user type, time zone, and showint to the Jaa bean. Appendix A. Customizing SLM Reports 39

56 2. Create an HTML form button called View Reports to call the serlet class SLMBeanAuthentication, which uses the properties of customer, realm, iew, portal page, user type, time zone, and showint for the user to proide access control, maintaining the leel of access until the user signs off the Web site or the session time expires. The index2.jsp file included in the set of JSP files with the IBM Tioli Serice Leel Adisor product proides samples of these customization steps, as shown in the following sections. Sample Code to Set Authentication Values in the Jaa Bean The following sample code sets the authentication alues for the user into the Jaa bean: <jsp:usebean id="login" class="com.tioli.managed.gui.report.serlets.slmuserinfoimpl" scope="session" /> <jsp:setproperty name="login" property="consumer" alue="<%=consumer%>"/> <!-- to set directly and assume that the alue is restricted, the line will be like this: jsp:setproperty name="login" property="consumer" alue="restricted" --> <jsp:setproperty name="login" property="realm" alue="<%=realm%>"/> <jsp:setproperty name="login" property="iew" alue="<%=iew%>"/> <jsp:setproperty name="login" property="portalpage" alue="<%=portalpage%>"/> <jsp:setproperty name="login" property="usertype" alue="<%=usertype%>"/> <jsp:setproperty name="login" property="timezone" alue="<%=timezone%>"/> <jsp:setproperty name="login" property="showintmed" alue="<%=showintmed%>"/> This code calls the SLMUserInfoImpl class and passes in the alues for customer, realm, iew, portal page, user type, time zone, and showint. If you want to set the property directly without using a ariable, the format would be, for the iew property, as shown in the following example: <jsp:usebean id="login" class="com.tioli.managed.gui.report.serlets.slmuserinfoimpl" scope="session"/> <jsp:setproperty name="login"property="iew"alue="restricted "/> Sample HTML Form Button Code The following sample HTML form code creates a button called View Reports that is displayed in your customer s Web site. When you click this button, the authentication alues for your user name are passed to the Jaa bean and the leel of authentication is set for that session. The link page then displays the first report page that you specified. <FORM action="serlet/com.tioli.managed.gui.report.serlets.slmbeanauthentication" method=post> <INPUT type=submit name=submit alue="<%=rsc.getstring("viewreports")%>"> </FORM> 40 IBM Tioli Serice Leel Adisor: SLM Reports

57 Including a Company Logo The default setting displays the Tioli and IBM company logos at the top of eery report page, in a black banner that spans the entire page. You can oerride this default setting and replace the banner with your own company logo or graphic images. At the bottom of the pageheader.jsp file, the logo image files are called from the following HTML table: <table border="0" width="100%" cellspacing="0" cellpadding="0"> <tr> <td width="100%" bgcolor="#000000"> <img src="product_name.gif" alt="<%=tslaalt%>"></td> <td width="303"> <img src="ibm_mark.gif" alt="<%=ibmalt%>"></td> </tr> </table> The files named product_name.gif and ibm_mark.gif are the default image graphics that are displayed in this single cell table. You can replace these graphic files with your own images. The pageheader.jsp file is called by the other JSP files to display the same logo images on all report pages. Note: For accessibility, alternate text is also assigned to these images. See the string definitions for the tslaalt and ibmalt parameters in pageheader.jsp, and modify them as needed to proide accessibility function with your replacement images. You can enter the alternate text in your language directly if you do not need to handle multiple languages. Understanding the Links Under the Banner When you display SLM reports, at the top of each report page is a set of links that perform arious functions: Report Definitions Print Tips Printable Version Export to MS Excel Refresh Sign Off These links are explained in Additional Web Links on page 20. Using the printrefreshoff.jsp JSP file, these links are defined in a single cell table, and included in the report page. Report Definitions This link displays a short description of each aailable report type. The code in printrefreshoff.jsp for this link is as shown in the following example: <! Report Definitions > <%if(currentpage!=null &&!currentpage.equals("/slmreport/reportdefinitions.jsp")){%> <img src="reportdef_icon.gif" alt="<%=rsc.getstring("reportdefinitions")%>"> <a href="reportdefinitions.jsp" target="_parent"><%=rsc.getstring("reportdefinitions")%></a> <%}//end if %> Appendix A. Customizing SLM Reports 41

58 Print Tips This link displays some hints, and tips for printing reports on your local printer, using your Web browser print function. The code in printrefreshoff.jsp for this link is as shown in the following example: <! Print Tips > <img src="print_tips_icon.gif" alt="<%=rsc.getstring("printtips")%>"> <a href="printtips.jsp" target="blank"><%=rsc.getstring("printtips")%></a> Printable Version This link opens a separate browser page containing a ersion of the current report suitable for printing. Input selection fields, buttons, links, and filter criteria (drop-down lists) are displayed in read-only format. Use the print function for your browser to print the report Web page. If you hae Adobe Acrobat installed on your system, use this link to print to a PDF file format. From your browser page, which contains the contents of your current report, use your Adobe Distiller print function to create a printable ersion of your report. Note: Reports should be printed in Landscape-oriented mode. The code in printrefreshoff.jsp for this link is as shown in the following example: <! Printable Version > <img src="printer_icon.gif" alt="<%=rsc.getstring("printableversion")%>"> <a href="<%=request.getrequesturi()+context%>" target=_blank><%=rsc.getstring("printableversion")%></a> Export to MS Excel Use this link to export non-graphical report information to a Microsoft Excel spreadsheet. The code in printrefreshoff.jsp for this link is shown in the following example: <! Excel Version > <% boolean excelsupported = false; excelsupported = utils.getbrowserheader(request); if (excelsupported && (currentpage!=null &&!currentpage.equals("/slmreport/reportdefinitions.jsp") &&!currentpage.endswith("configurestatusassociation.jsp")) ) { %> <img src="exportexcel_icon.gif" alt="<%=rsc.getstring("excelversion")%>"> <%if(currentpage!=null &&!currentpage.endswith("graph.jsp") ){ %> <a href="<%=request.getrequesturi()+context+"& "+SLMSerletParameters.PARAM_EXCEL_VERSION+"=YES"%>" target=_blank><%=rsc.getstring("excelversion")%></a> 42 IBM Tioli Serice Leel Adisor: SLM Reports

59 <%} //print out chart data instead of the chart when exporting to excel else{ %> <a href="<%="graphdata.jsp"+context+"& "+SLMSerletParameters.PARAM_EXCEL_VERSION+"=YES&showAllData=YES"%>" target=_blank><%=rsc.getstring("excelversion")%></a> <%}%> <%}//end if %> Refreshing the Report Table Display At the beginning of each Web page the Refresh link is displayed, as an example of what you can incorporate into your Web page to refresh the report table display. After you click this link, a new database query is made, and the resulting updates to the report table are displayed. The HTML code in the printrefreshoff.jsp JSP file that performs this function is shown in the following example: <! Refresh > <!-- For refreshing, pass in the filters to keep the same query. Do not pass in the page parameter so that the serlet will know that it needs to go to the database again. --> <img src="refresh_icon.gif" alt="<%=rsc.getstring("refresh")%>"> <a href="<%=link%>"><%=rsc.getstring("refresh")%></a> When the Refresh link is clicked, the JSP file calls itself, performing another database query and displaying the table again with updated information. The ariable link is obtained by calling TSLAJSPDisplayUtils.getRefreshLink(request), as shown in the following example: <% TSLAJSPDisplayUtils utils=new TSLAJSPDisplayUtils(request), String link=utils.getrefreshlink(request); %> Logging Off From the Report Display The Sign Off link signs off your user name from the SLM Reports console on your Web site. The following code runs an IBM WebSphere Application Serer serlet, ibm_security_logout, and links to the Login Web page, referred to in this example as login.jsp: <! Sign Off > <!-- link parameter passed in at the Sign Off link below is the Login page name. The path is in relation to the serlet directory. The default table with for logout message is 100% --> <% //Show the sign-off button only if user authentication has been enabled (getusername returns something other than NO_SECURITY). if (showsignoff) { %> Appendix A. Customizing SLM Reports 43

60 <img src="signoff_icon.gif" alt="<%=rsc.getstring("signoff")%>"> <a href="ibm_security_logout?logoutexitpage=/login.jsp"> <%=rsc.getstring("signoff")%></a> <% } %> Getting Filter Parameters The path specified for the login file login.jsp is relatie to the serlet directory. Queries to the SLM Database can be filtered to only receie data on specific customers, SLAs, resources, metrics, and other attributes. For example, in the resourceranking.jsp file, a search function is used for a particular resource using the frscm filter parameter as shown in the following example: <% String search %> = request.getparameter("frscm"); Additional database query filters are listed in Table 10.. Table 10. Aailable database query filters that can be specified Filter parameter Parameter Name Value Customer fcu The name of an existing customer. Customer match (used for searching) fcm As entered by the user End date fed Only ISO format is acceptable. Use the hyphen character - as the separator, for example: fsdd= Metric name fmn The name of an existing metric. Offering fso The name of an existing offering. Offering component Offering component match fst focrm The name of an existing offering component. As entered by the user Realm match frm As entered by the user Realm name frn The name of an existing realm Resource frsc The name of an existing resource. Resource match frscm As entered by the user Schedule state fss An aailable schedule state key, for example: SCHEDULE_PEAK. SLA fco The name of an existing SLA. SLA match fcom As entered by the user SLA type match fslam As entered by the user SLAType fslatype (external=1; internal=2; outsourced=3; all=0) 44 IBM Tioli Serice Leel Adisor: SLM Reports

61 Table 10. Aailable database query filters that can be specified (continued) Filter parameter Parameter Name Value Start date fsd Aailable alues: Start date (in ISO format) fsdd yesterday week (last week) month (last month) quarter (last quarter) year (last year) wtd (week to date) mtd (month to date) qtd (quarter to date) ytd (year to date) r24h (rolling 24 hours) r7d (rolling 7 days) r4w (rolling 4 weeks) r30d (rolling 30 days) r365d (rolling 365 days) ytelm (year to end of last month) For example: fsd=month Only ISO format is acceptable. Use the hyphen character - as the separator, for example: fsdd= Value type ft (min=1; ag=2; max=3 Example: ft=3) If you manually pass a parameter, such as passing into a link, encode the string before passing it in. Spaces are replaced by the plus sign (+) character. Add the encoded characters directly or use a class to encode a string by calling SLMDisplayUtils.encodeURLString(String s). For example, passing in a manually encoded string (usually applied for names that hae spaces only), you might specify it similar to the following example: <a href="page.jsp?fcu=my+customer>my customer</a> Example using the encoder: <a href="page.jsp?fcu=<%=slmdislayutils.encodeurlstring("my customer & your customer")%>>my customer & your customer</a> Note: Non-English language characters in filter alues must be encoded with their hexadecimal equialent. Including Selection Fields and Input Fields In addition to the selection fields that are already aailable in SLM reports, you can include one or more selection or input fields at the top of the Web page. The following list of selection fields are currently included in reports: Report Type Use this drop-down list to jump to any other aailable report page. The links.jsp file controls this list. Appendix A. Customizing SLM Reports 45

62 Time Period Use this drop-down list to change the time period used to retriee and display results data. Selecting a different time period from this list causes the report to display the results data for that time period. Set the time period to alues such as Yesterday, Last Month, Week to date, and Rolling 7 days. This selection field is controlled by the periods.jsp and hileelperiods.jsp files. Start Date Use this field to enter the start date of the period for which you want to iew data. This date must be in the format of yyyy-mm-dd, for example, Enter the date directly in this format, or click the Calendar icon to the right of the input field to naigate to the preferred day. End Date Use this field to enter the end date of the period for which you want to iew data. This date must be in the format of yyyy-mm-dd, for example, Enter the date directly in this format, or click the calendar icon to the right of the input field to naigate to the preferred day. SLA Type Use this drop-down list to specify the type of SLA to include in reports. Possible selections include: All Internal External Outsourced The HTML code to include these selection fields in the Web page is similar to the following, as found in the customerranking.jsp file: <! Filter Criteria > <%-- Pass in 3 parameters: - page (ex: customerranking.jsp) - searchfieldname: the name of the search field (see Administrator Guide for ITSLA for more details) - searchlabel: the label or text for the search input (if none is specified, the text would be "Search" only --%> <% String filtercriteriapg = "filtercriteria.jsp?currentpage=customerranking.jsp &searchfieldname=fcm&searchlabel=customersearch"; %> <jsp:include page="<%=filtercriteriapg%>" flush="true"/> For a multiple language report, the alue for searchlabel is the key name of that label. The filtercriteria.jsp file gets the translated name using that key name. Refer to the links.jsp, periods.jsp, hileelperiods.jsp, and slatypes.jsp files for details on the specific selections in these fields. Including the Maximum Rows to Display Function At the beginning of the charts and tables in the report Web pages, use the Maximum rows to display drop-down list to select the number of rows that are displayed in the table. For the ranking reports, the charts aboe the tables are also affected because they display only the data reflected in the rows in the table. The 46 IBM Tioli Serice Leel Adisor: SLM Reports

63 maximumrowstodisplay.jsp file contains the code that manages this function. The resulting display on the Web page looks similar to Figure 13 on page 20. Selecting the preferred number causes the JSP file to call itself, passing in the current page name, filters.tostring() along with other parameters. New parameters are passed as hidden input fields to maintain the same filtering on the new database query, along with the new maximum number of rows to display when the Web page is refreshed and displayed again. From a main page, such as customerranking.jsp, call the maximumrowstodisplay.jsp file as shown in the following example: <jsp:include page="maximumrowstodisplay.jsp?page=customerranking.jsp&row=crrow" flush="true"/> Note: Always pass in two parameters: page row the current page name, for example, customerranking.jsp the row parameter for the specified ranking page. For example, for the customerranking.jsp file, which is a ranking page, the row parameter defined in Table 11 is crrow, so the alue of row is set to crrow. Other report serlets use different parameters to control the maximum number of rows. See Table 11 for the aailable parameters. Table 11. Parameters used to control the maximum number of rows that are displayed for arious reports. Row parameter: Associated Component SLAs Associated Parent SLAs Business schedule Customer ranking Customer Status by Realms Graph Intermediate SLO Results Offering component ranking Realm ranking Resource ranking Result reports SLA information SLA ranking SLA Status by Customers SLA type ranking Trend reports Violations reports Defined parameter name csrow psrow srow crrow rcusrow grow (for graph data table) irsltrow ocrrow rlmrrow rscrrow rsltrow oirow corrow cucosrow slarrow trndrow iorow Appendix A. Customizing SLM Reports 47

64 Customizing Report Column Names The data that is displayed in each column of the report tables, and the order in which the columns are displayed, is controlled by the report serlet. Default column headers are also proided by the report serlets, but these can be customized by the customer, passing the appropriate parameters in the serlet include statement. For example, a report table might hae Customer defined as the title of the first column. To change this label to My Customer, the following code is appended to the parameters passed to the serlet include statement: &lcu=my+customer where lcu is the label parameter for the Customer column, and the plus sign (+) signifies a space character that the serlet replaces with a blank space in the displayed output. For example, in the customer.jsp file, the serlet embed statement would be similar to the following example: <jsp:include page="/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmfilterrankquery &di=com.tioli.managed.gui.report.serlets.slmfilterrankdisplay &filter=fco &link=custreportdetail.jsp &fontcolor=black &fontsize=2 &titlefontsize=2 &bgcolor=#ededeb &tablewidth=500 &lcu=my+customer" flush="true"/> Additional label parameters that can be customized in report tables are listed, along with their associated parameter name, in Table 12. Table 12. Passing in these parameters can modify titles of report table columns. Label parameter Actual alue Association Date Ag (Aerage metric alue type) Breach alue Customer Dates Details Detection date Dissociation Date End time Ealuation time Frequency Graph Parameter name lma lsad lag lb lcu ld lsd ldd lsdd lett lget lfq lg 48 IBM Tioli Serice Leel Adisor: SLM Reports

65 Table 12. Passing in these parameters can modify titles of report table columns. (continued) Label parameter Internal use only Max (Maximum metric alue type) Mean alue Metric Min (Minimum metric alue type) Number of trends Number of iolations Offering Offering component Offering description Projected state Projected iolation date Rank Realm Resource Schedule state Serice ID Serice name SLA ID SLA name SLA type Start time Start timezone State Time zone Total (total metric alue type) Total sample Trend period Units View Intermediate SLO Chart Violation date Violation alue %Error (Confidence factor) Parameter name liu lmax (such as max in the Results Details report under the Metric Value column) lm lmn lmin ltn ln lso lst lsod lps lpd lrk lrn lrsc lss lscid lscn lco lonm lsla lstt lstz ls ltz ltot ltos ltap lmu licl ld l lcf Customizing Graphs Use a Web link from a metric alue to display a graph of the report information. Because a graph is an image, to embed a graph in a JSP file, all filters passed in the link must be captured to draw the resulting graph. See the graph.jsp file as an example. Appendix A. Customizing SLM Reports 49

66 To embed the graph image, include code similar to the following example: <IMG SRC="serlet/com.tioli.managed.gui.report.serlets.SLMReport?qi=com.tioli.managed.gui.report.serlets.SLMResultsQuery &di=com.tioli.managed.gui.report.serlets.slmresultsgraph &data1charttype=area &chartwidth=700 &chartheight=350 &legendvisible=true &<%=filters.tostring()+titles%>" ALT= <%=graphalt%> > The parameter filters.tostring() is the buffer string that contains all of the filters. This must be included in the embedded statement to product the graph. Data1ChartType, chartwidth, chartheight, and legendvisible are additional parameters used in this example to further customize the resulting graph. Table 13 shows the list of graph parameters that are aailable. Table 13. Parameters aailable for customizing graphs Customized property Character length for filters in exploded chart Chart area background Chart background Chart height Chart type Chart width Graph encoder Grid color Grid isible Header text Legend isible Plot area background Parameter for the property charlength(integer) - this is only used for the exploded chart in ranking pages chartareabg (color name, see list) chartbg (color name only) chartheight (integer, example: chartheight=400) data1charttype (area, bar, plot) chartwidth (integer) ge (png or jpeg) gridcolor (color name only) gridvisible (true or false) headertext (name of header, for example: headertext=graph+title) legendvisible (true or false) plotareabg (color name only) For example: <IMG SRC="serlet/com.tioli.managed.gui.report.serlets.SLMReport?qi=com.tioli.managed.gui.report.serlets.SLMResultsQuery &di=com.tioli.managed.gui.report.serlets.slmresultsgraph &chartareabg=white &plotareabg=blue &headertext=graph+title > You can include the following colors: Black Blue Cyan DarkGray Gray 50 IBM Tioli Serice Leel Adisor: SLM Reports

67 Green LightGray Magenta Orange Pink Red White Yellow You can optionally include graph data in the Web page with the graph. See the graph.jsp file for an example, showing where you need to remoe starting and ending comment lines such as: <% -- remoe this line to iew chart data Be sure to remoe both starting and ending comments. Resizing Graphs If you find that certain reports are not displaying fully, for example, if the legend does not display fully on the graph, you can resize the chart height and width by adjusting the alues for chartheight and chartwidth. For example: &chartheight=500 &chartwidth=600 Replacing the Back and Next Buttons The image files backbutton.gif and nextbutton.gif are called from the serlets. To change these buttons to a different displayed image, replace these files with your own, but keep these same file names. Creating Reports with Third-Party Reporting Software Use your third-party reporting software to present SLM Reports information in different formats. The IBM Tioli Serice Leel Adisor product proides three iews that correspond to reports aailable through SLM Reports: Resultiew: Contains information to build a SLO Results report Violationiew: Contains information to build a Violations report Trendiew: Contains information to build a Trends report While the actual procedure aries with your software, you can follow this general process to create reports with third-party reporting software: 1. Connect to the SLM Database (dyk_cat). 2. Open any of the following iews: Resultiew Trendiew Violationiew 3. If you opened the Resultiew iew, the ealuator type determines whether the alue is an aerage or a sum. To summarize the data in a similar manner as SLM Reports, check the ealuator type attribute to understand how to present the information. If the ealuator type has a alue of 4, the information is an Appendix A. Customizing SLM Reports 51

68 aerage of all of the aerage alues in the reporting period. If the ealuator type is 5, the information is a sum of all the aerage alues, and labeled as a total alue. 4. Create your report in the preferred format. Adding the Configure Status Association Link You can add the following link to configure the status association on the high leel status report: <a href=configurestatusassociation.jsp?prepg=report.jsp <%=filters%>> <%=rsc.getstring("configurestatusassociation")%></a> The prepg operator specifies the Web page where the link is located. When you finish configuring, you are redirected to this page. If prepg is not specified and authentication is enabled, you are redirected to the portal page. If prepg is not specified and authentication is not enabled, the default page is the common portal page defined in the web.xml file as shown in the following example: <init-param> <param-name>tsla.commonportalpage</param-name> <param-alue>report.jsp</param-alue> </init-param> The default setting passes in the time period, start date, end date, and row iew parameters to filters (<%=filters%>>) if they are not blank. Filters must reflect what you hae selected on that page, because after finishing configuring, you are redirected to the same page from where you started. The <%=rsc.getstring("configurestatusassociation")%> parameter is used to display any text in different languages. If you want to display text in your language only, you can enter the text directly, for example, to display the phrase, Configure Status Association in the English language only, specify it in the link command directly, as shown in the following example: <a href=configurestatusassociation.jsp?prepg=report.jsp <%=filters.tostring()%>> Configure Status Association</a> You can add this link to any page in your reports that you prefer. These configuration settings apply to all users. Configuring the Configure Status Association Page The deeloper of the Web pages can make any changes to the Configure Status Association page, except the following area: <% ********* Do not delete this section ********* %> <%-- pass in the current page name so that after configuring and click OK or Cancel, the user is taken back to the page he/she is iewing --%> <input type=hidden name="prepg" alue="<%=prepg%>"> <input type=hidden name="prepgf" alue="<%=pagefilters%>"> <input type=hidden name="spg" alue="configurestatusassociation.jsp"> <input type=hidden name="applyfilters" alue="<%=request.getquerystring()%>"> <% End of do not delete %> 52 IBM Tioli Serice Leel Adisor: SLM Reports

69 If the line <input type=hidden name="prepg" alue="<%=currentpg%>"> is remoed, the default page for that user is always displayed after the user finishes configuring status and all filters are not passed in. If the line: <input type=hidden name="prepgf" alue="<%=pagefilters%>"> is remoed, a 500 Error message is displayed after the user clicks OK or Cancel. Refer to the configurestatusassociation.jsp for information on how to get page filters. If the line <input type=hidden name="spg" alue="configurestatusassociation.jsp"> is remoed, do not change the name of the page from configurestatusassociation.jsp to some other name. By default, if this line is not in the code, the default page configurestatusassociation.jsp is called when you click Restore Defaults. If you change this name to the name of a file that does not exist, you receie an error telling you that the page cannot be found. If the line <input type=hidden name="applyfilters" alue=<%=request.getquerystring()%> is remoed, after you click OK, all of the filters for the preious page are remoed. If you click Cancel or OK to go back to the preious page, it is not the last page that was displayed. For example, the preious page might hae been displayed using a time period of Rolling 7 days, but when the filters are remoed, the time period reerts to All Dates, resulting in a different report display. Accessing Reports from the Report Link in Escalated When you use notification of iolations, trends and trend cancelled eents, you can include a report link in the message. The recipient can then click the link and be directed to the report details of the eent notification. The default page completereportdetail.jsp displays the Report Detail tables, including SLA information, parent SLAs, component SLAs, the business schedule, results, trends and iolations. If an SLM Reports session is currently actie in your Web browser, clicking the link in the immediately directs you to the report details. If an actie SLM Reports session is not currently actie when the report link is clicked, you need to first be directed to the SLM Reports sign on page, and after signing on to SLM Reports, forwarded to the Report Detail page. To accomplish this redirection after signing on, the following lines of JSP file code must be added to your customized ersion of the Report Detail page, similar to the completereportdetail.jsp: <% Redirect user to logon page when the session is timed out --%> <%@ page import="com.tioli.managed.gui.report.serlets.slmuserinfo" %> <%@ page import="com.tioli.managed.gui.report.serlets.slmreport" %> <%@ page import="com.tioli.managed.gui.report.serlets.slm info" %> <%@ page import="com.tioli.managed.gui.report.serlets.slmserletparameters" %> <%@ page import="com.tioli.managed.gui.report.serlets.slmreportconstants" %> <% TSLAJSPDisplayUtils utils = new TSLAJSPDisplayUtils(); int authentication = SLMReport.authentication; if(authentication == SLMReportConstants.AUTHENTICATION_SESSION){ session = request.getsession(); SLMUserInfo userinfo = Appendix A. Customizing SLM Reports 53

70 (SLMUserInfo)session.getAttribute(SLMSerletParameters.PARAM_SESSION_USER_INFO); if(userinfo==null) { // Below is to check if request is from the report link in the iolation and --> // trend eents , it saes the page name to forward to the page after --> // logon complete. Note: if this section of code is remoed, a report link --> // click from the will not forward to the operation oerall details report // page, i.e., completereportdetail.jsp after user logs on --> String from = request.getparameter("fmail"); SLM Info info = new SLM Info(); if (from != null && from .equals("y")){ String currenturl = request.getserletpath() + "?" + request.getquerystring(); info.setforwardpage (currenturl); }else{ String currentpage = request.getserletpath()+"?"+utils.gettimeoutfilters(request.getquerystring()); info.setforwardpage (currentpage); } session.setattribute(slmserletparameters.param_session_ _link, info); response.sendredirect(slmreport.signon_page+"?timeout=y"); return; }//end if userinfo }//end if authentication Controlling the Number of Top Violations and Trends In the arious ranking reports, there are seeral charts that you can choose from that display the top n number of realms, customers, SLAs, or SLA types with the most iolations and trends. Customize the number n by specifying the topcount parameter in your serlet code. For example: <% String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmcustomerrankquery &di=com.tioli.managed.gui.report.serlets.slmcustomerrankdisplay &link=reportdetail.jsp &graphlink=explodedgraph.jsp &iewdatalink=iewchartdata.jsp &topcount=20"+titles; %> <jsp:include page="<%=includepg%>" flush="true"/> Pointing to Customized Exploded Chart and Chart View Data JSP Files The default setting for the JSP file name for the exploded chart is explodedgraph.jsp, and for the chart iew data, the file name is iewchartdata.jsp. To point users to pages other than these, include graphlink=<exploded chart page> and iewdatalink=<iew data page>. For example: <% String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmcustomerrankquery &di=com.tioli.managed.gui.report.serlets.slmcustomerrankdisplay &link=reportdetail.jsp 54 IBM Tioli Serice Leel Adisor: SLM Reports

71 &graphlink=explodedgraph.jsp &iewdatalink=iewchartdata.jsp Changing the Character Length of Filters in Exploded Charts Because of limited space, when drawing exploded charts the length of the filter names are limited to 30 characters. You can change this by including charlength=<number> in the call of the serlet for exploded charts in ranking reports. For example: <% String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmcustomerrankquery &di=com.tioli.managed.gui.report.serlets.slmcustomerrankdisplay &link=reportdetail.jsp &graphlink=explodedgraph.jsp &iewdatalink=iewchartdata.jsp &charlength=20"+titles; %> <jsp:include page="<%=includepg%>" flush="true"/> Displaying Long Labels in Pie and Bar Charts When you display pie or bar charts in reports, there might not be enough room for long resource names to be displayed properly. By default, resource names are truncated from the right at 12 characters, so a resource name such as thisisaerylongresourcename is displayed as thisisaeryl. You might want to lengthen or shorten the displayed portion of the name, or you might want to truncate the name from the left instead of from the right. To change the way long resource names are displayed in pie and bar charts, add one or more of the following option parameters to any URL associated with pie or bar charts in SLM Reports: charlength=<number> For labels on the y-axis of bar charts, this option truncates the label at <number> characters. chartrunc={left right} For labels on the y-axis of bar charts, this option defines from which side of the label characters are truncated. charlengthlegend=<number> For labels in the legend of pie and bar charts, this option truncates the label at <number> characters. legendtrunc={left right} For labels in the legend of pie and bar charts, this option defines from which side of the label characters are truncated. For example, if you display a report with a pie or bar chart that includes a resource name of AnotherVeryLongResourceName, the label in the chart is displayed as AnotherVeryL. Suppose that you add the following options to the URL and refresh the Web page: &charlength=20&chartrunc=left The resulting report displays the resource name as VeryLongResourceName. Appendix A. Customizing SLM Reports 55

72 Including Naigational Links Specifying these options in a URL affects only the specific iew of the chart. To make this change for all charts, include the parameter when calling the serlet from the JSP file, as shown in the example in Changing the Character Length of Filters in Exploded Charts on page 55. All report pages already include naigational links, also known as bread crumbs, at the top of the report page. These links help you to keep track of where you are in the arious leels of report details, and you can use them to naigate back to preiously isited report pages. The following steps describe generally how to embed these naigational links in your customized report pages. 1. In the Jaa code section, insert the following lines: TSLAJSPDisplayUtils utils = new TSLAJSPDisplayUtils(); String currenttitle = "<page title>"; utils.setbreadcrumbpages(request,currenttitle); //get the preious titles and current title to pass in serlet String titles = utils.getbreadcrumbtitles(request,currenttitle); Note: The currenttitle parameter can be used for passing non-english language titles. The title can be specified explicitly, for example: setbreadcrumbpages(request,"this+is+my+title"). You must encode the string, otherwise errors might occur. You can encode the string as shown in the following example: <% String breadcrumbpage = "breadcrumbs.jsp?currenttitle="+slmdisplayutils.encodeurlstring ("This is my title"); %> 2. Pass the preiously specified titles into the serlet. For example: <% String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmcustomerrankquery &di=com.tioli.managed.gui.report.serlets.slmcustomerrankdisplay &link=reportdetail.jsp &graphlink=explodedgraph.jsp &iewdatalink=iewchartdata.jsp"+titles; %> <jsp:include page="<%=includepg%>" flush="true"/> 3. If a report page can be displayed as a result of being linked from another report page (for example, clicking the rank link in the Customer Ranking report page and displaying the Oerall Details report page), display the naigational link by calling the breadcrumbs.jsp as shown in the following example: //bread crumb include page <% String breadcrumbpage = "breadcrumbs.jsp?currenttitle="+slmdisplayutils.encodeurlstring(currenttitle); %> //embed this line in the HTML section <jsp:include page="<%=breadcrumbpage%>" flush="true"/> 56 IBM Tioli Serice Leel Adisor: SLM Reports

73 Adding Charts to an Oerall Details Report To add trend charts and iolation charts to the Oerall Details report do the following steps: 1. Get the filter names (such as resource or metric) for both charts: // get filter name for charts // String filtername1 = request.getparameter(slmserletparameters.param_filter); String filtername2 = request.getparameter(slmserletparameters.param_filter2); filtername1 = utils.getfilternamekey(request,filtername1); filtername2 = utils.getfilternamekey(request,filtername2); 2. Add the following line to the HTML body: <% TSLAJSPDisplayUtils utils = new TSLAJSPDisplayUtils() %> out.println("<br>"+utils.displaycharts(request,filtername1,filtername2, SLMReportConstants.CHARTTYPE_TOP_FILTER_TRENDS, SLMReportConstants.CHARTTYPE_TOP_FILTER_VIOLATIONS)); In the aboe example, filtername1 is for the first chart and filtername2 is for the second chart. You can swap the positions of the charts, such as positioning iolations before trends. Changing the Excluded Violation Page By default, the Excluded Violations page uses the excludedreason.jsp file name. If you want to change this page name, pass the excludedlink=<new page name> parameter to the includepg tag. For example: <% String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.slmviolationsquery &di=com.tioli.managed.gui.report.serlets.slmviolationsdetailtable &link=graph.jsp&excludedlink=newfilename.jsp&fontcolor=black &fontsize=1&bgcolor=#ededeb&tablewidth=100%"+titles; %> <jsp:include page="<%=includepg%>" flush="true"/> Changing the Full Resource Name Page If a resource name is a filter alue of a report page, and if it is oer 240 characters in length, an ellipse symbol (...) is displayed after the 240th character in the filter criteria area. Click this continuation symbol to display the full name of the resource. For example, the name might be displayed as This is the long res... In the filtervalues.jsp file, call the following line to get filter alues: Vector[] titlesandvalues = utils.getfiltervalues(request,"fullresourcename.jsp"); The fullresourcename.jsp is the file that displays the full name of the resource. If you change the JSP File name, you must pass in the new name in place of fullresourcename.jsp. For example: Vector[] titlesandvalues = utils.getfiltervalues(request,"newname.jsp"); Appendix A. Customizing SLM Reports 57

74 Adding a Link Name When the Oerall Details report has three or more tables of results, a link is added at the beginning of each result table. For example, in the Oerall Details report, the SLO Results table is displayed at the end of the report. When you iew the next page in the report, the page is reloaded, directing the display to the SLO Results table section instead of to the beginning of the Web page. To add this link feature, do the following steps: 1. Add the following HTML tag: <a name="<%=slmreportconstants.rslt_link_name%>"> 2. To pass the link name anywhere else, specify &lnknm=<link name>, where <link name> is one of the link name constants listed in Table 14. For example, in the code for passing the maximum rows to display parameter, this link name is specified using the constant, rsltlnk: <! max rows to display > <TABLE width=100% border=0 cellspacing=2 cellpadding=0> <td align=right align=top> <jsp:include page="maximumrowstodisplay.jsp?page=completereportdetail.jsp&row=rsltrow&lnknm=rsltlnk" flush="true"/> </table> Link name constants for report pages are shown in Table 14: Table 14. Link name constants for report pages Report table Business schedule Intermediate SLO Results SLA included in the tiered SLA SLA information SLO Results Tiered SLA Trends Violations Link name BusSchedLnk IntmedLnk CpntSLALnk SLAInfoLnk RsltLnk TieredSLALnk TrndLnk VioLnk Customizing Web Links for High Leel Reports Seeral of the Web links that are associated with high leel reports can be customized to your preferences by modifying the JSP Files for these report pages. Depending on the user type that is associated with your user name, when you sign on to SLM Reports, by default you are directed to one of two high leel reports: Users with the executie user type are shown the Customer Status by Realms report. Users with the customer or operations user type are shown the SLA Status by Customers report. Click the Web links within the red, yellow, and green cells in each of these high leel reports to a different Web page showing a more detailed iew of the results for that cell. These Web links are required in the JSP Files, and although you can 58 IBM Tioli Serice Leel Adisor: SLM Reports

75 modify the JSP Files to point to other Web pages, you cannot remoe them from the JSP File. If these links are remoed, you receie an error message (DYKRP0010E). The JSP Files are located in <WAS_Dir>/installedApps/<hostname>/SLMReport.ear/SLMReport.war, where <WAS_Dir> is the location where WebSphere Application Serer was installed (for example, C:\Program Files\WebSphere\Appserer), and <hostname> is the hostname of the machine, for example, machine01, on which SLM Reports was installed. Locate the following JSP Files for editing: report.jsp realmcustomerstatusreport.jsp custslastatusreport.jsp You can edit these files in your preferred text editor. Changing the Required Web Link To modify the required Web link in a high leel report to point to a different page, complete the following steps: 1. Open a JSP File, for example, report.jsp, in your preferred text editor. 2. The link is specified by the ariable &link. This ariable must not be deleted from the JSP File, or you receie an error message. The code where the link is specified looks similar to the following example from the report.jsp file: <% }else if(usertype==slmreportconstants.user_type_executive){ includepage = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusquery &di=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusdisplay &link=reportdetail.jsp&link2=custslastatusreport.jsp &currenttitle="+slmdisplayutils.encodeurlstring(titlekey); %> <jsp:include page="<%=includepage%>" flush="true"/> In the aboe example, &link=reportdetail.jsp points to the detail report page that is displayed when you click the Web link in the high leel report. Search the JSP file for the text string, &link=. 3. Modify the file name referenced by the &link ariable. For example, to point to a different file named newreportdetail.jsp, modify the text to the following example: &link=newreportdetail.jsp&link2=custslastatusreport.jsp 4. Sae the JSP file. You can find the &link= ariable in the other two JSP files, similar to the following example code: //make include page strings String includepg = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusquery &di=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusdisplay &link=reportdetail.jsp&link2=report.jsp"+titles; %> Appendix A. Customizing SLM Reports 59

76 Changing Optional Web Links By default, each customer name in the Customer Status by Realms high leel report is also a Web link to the SLA Status by Customers report, which shows details of each SLA for that customer name. Change this link to point to a different page, or optionally delete this link from the JSP file. The link is represented in the JSP file by the &link2 ariable. See the sample JSP file code in the examples in Changing the Required Web Link on page 59 to see how this link is coded. Modify the JSP file to change the link to another file name. Remoing the Optional Web Link If you do not want each customer name in the Customer Status by Realms report to link to another page, delete the &link2= ariable and its associated alue. For example, after remoing this link from report.jsp, the resulting code is similar to the following example: <% }else if(usertype==slmreportconstants.user_type_executive){ includepage = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusquery &di=com.tioli.managed.gui.report.serlets.tslarealmcustomerstatusdisplay &link=reportdetail.jsp &currenttitle="+slmdisplayutils.encodeurlstring(titlekey); %> <jsp:include page="<%=includepage%>" flush="true"/> Adding the Optional Web Link By default, each SLA name in the SLA Status by Customers report is not configured as a Web link, but you can modify the JSP file code to configure each SLA name to a Web link by adding the &link2= ariable and specifying a JSP file name. For example, to link SLA names in the SLA Status by Customers report to the SLA Ranking report page, complete the following steps: 1. Open the high leel JSP file in a text editor. 2. Locate the code that calls the TSLACustomerCustomerOrderStatusDisplay serlet. In the report.jsp file, this code is similar to the following example: String includepage = "/serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslacustomercustomerorderstatusquery &di=com.tioli.managed.gui.report.serlets.tslacustomercustomerorderstatusdisplay &link=completereportdetail.jsp"; 3. To this code, add the following code: &link2=slaranking.jsp. The resulting modified line of code then looks similar to the following example: &link=completereportdetail.jsp&link2=slaranking.jsp"; 4. Sae the file. Modifying the View Intermediate SLO Chart Link When you are iewing graphs and graph data to see the details of ealuation results in reports, if there are intermediate ealuation results and your user name is associated with either the executie or operations user type, a Web link, View Intermediate SLO Chart, is displayed. Click this link to display the Intermediate SLO Chart to iew the details of these intermediate results. You can change the text for this Web link by modifying the graph.jsp file: 60 IBM Tioli Serice Leel Adisor: SLM Reports

77 1. Open the graph.jsp file in your preferred text editor. 2. Locate the code similar to the following example: <% display intermediate chart link if applicable %> <% if(usertype!=slmreportconstants.user_type_customer &&!displayintermediate){ String intchartlnk = "serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslaintermediatecheckquery &di=com.tioli.managed.gui.report.serlets.tslaintermediatechartlinkdisplay" +pretitles; %> <jsp:include page="<%=intchartlnk%>" flush="true"/> <%} %> 3. Insert the following code just before +pretitles;: &licl="+slmdisplayutils.encodeurlstring("<new text>") In the aboe text string, <new text> is the replacement text for the Web link. For example, to change the text for the Web link to Daily Chart, the modified code would be similar to the following sample: <% display intermediate chart link if applicable %> <% if(usertype!=slmreportconstants.user_type_customer &&!displayintermediate){ String intchartlnk = "serlet/com.tioli.managed.gui.report.serlets.slmreport?qi=com.tioli.managed.gui.report.serlets.tslaintermediatecheckquery &di=com.tioli.managed.gui.report.serlets.tslaintermediatechartlinkdisplay" &licl="+slmdisplayutils.encodeurlstring("daily Chart")+preTitles; %> <jsp:include page="<%=intchartlnk%>" flush="true"/> <%} %> 4. Sae the file. Appendix A. Customizing SLM Reports 61

78 62 IBM Tioli Serice Leel Adisor: SLM Reports

79 Appendix B. Notices This information was deeloped for products and serices offered in the U.S.A. IBM may not offer the products, serices, or features discussed in this document in other countries. Consult your local IBM representatie for information on the products and serices currently aailable in your area. Any reference to an IBM product, program, or serice is not intended to state or imply that only that IBM product, program, or serice may be used. Any functionally equialent product, program, or serice that does not infringe any IBM intellectual property right may be used instead. Howeer, it is the user s responsibility to ealuate and erify the operation of any non-ibm product, program, or serice. IBM may hae patents or pending patent applications coering subject matter described in this document. The furnishing of this document does not gie you any license to these patents.you can send license inquiries, in writing, to: IBM Director of Licensing IBM Corporation North Castle Drie Armonk, NY U.S.A. For license inquiries regarding double-byte (DBCS) information, contact the IBM Intellectual Property Department in your country or send inquiries, in writing, to: IBM World Trade Asia Corporation Licensing 2-31 Roppongi 3-chome, Minato-ku Tokyo 106, Japan The following paragraph does not apply to the United Kingdom or any other country where such proisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement might not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-ibm Web sites are proided for conenience only and do not in any manner sere as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. Copyright IBM Corp. 2002,

80 IBM may use or distribute any of the information you supply in any way it beliees appropriate without incurring any obligation to you. Licensees of this program who wish to hae information about it for the purpose of enabling: (i) the exchange of information between independently created programs and other programs (including this one) and (I) the mutual use of the information which has been exchanged, should contact: IBM Corporation 2Z4A/ Burnet Road Austin, TX U.S.A. Such information may be aailable, subject to appropriate terms and conditions, including in some cases payment of a fee. The licensed program described in this document and all licensed material aailable for it are proided by IBM under terms of the IBM Customer Agreement, IBM International Program License Agreement or any equialent agreement between us. Any performance data contained herein was determined in a controlled enironment. Therefore, the results obtained in other operating enironments may ary significantly. Some measurements may hae been made on deelopment-leel systems and there is no guarantee that these measurements will be the same on generally aailable systems. Furthermore, some measurement may hae been estimated through extrapolation. Actual results may ary. Users of this document should erify the applicable data for their specific enironment. Information concerning non-ibm products was obtained from the suppliers of those products, their published announcements or other publicly aailable sources. IBM has not tested those products and cannot confirm the accuracy of performance, compatibility or any other claims related to non-ibm products. Questions on the capabilities of non-ibm products should be addressed to the suppliers of those products. All statements regarding IBM s future direction or intent are subject to change or withdrawal without notice, and represent goals and objecties only. This information contains examples of data and reports used in daily business operations. To illustrate them as completely as possible, the examples include the names of indiiduals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. COPYRIGHT LICENSE: This information contains sample application programs in source language, which illustrate programming techniques on arious operating platforms. You may copy, modify, and distribute these sample programs in any form without payment to IBM, for the purposes of deeloping, using, marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written. These examples hae not been thoroughly tested under all conditions. IBM, therefore, cannot guarantee or imply reliability, sericeability, or function of these programs. 64 IBM Tioli Serice Leel Adisor: SLM Reports

81 Trademarks IBM, the IBM logo, Lotus, Rational, Tioli, the Tioli logo, WebSphere, DB2, DB2 Uniersal Database, eserer, iseries, Passport Adantage, pseries, and Redbooks are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Microsoft, Windows, and the Windows logo are registered trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Jaa and all Jaa-based trademarks and logos are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Other company, product, or serice names may be trademarks or serice marks of others. Appendix B. Notices 65