AR System Gateway. User Guide. Document Revision 03

Transcription

1

2 Notice Copyright Notice Copyright 2001 by Aprisma Management Technologies, Inc. All rights reserved worldwide. Use, duplication, or disclosure by the United States government is subject to the restrictions set forth in DFARS (c)(1)(ii) and FAR Liability Disclaimer Aprisma Management Technologies, Inc. ( Aprisma ) reserves the right to make changes in specifications and other information contained in this document without prior notice. In all cases, the reader should contact Aprisma to inquire if any changes have been made. The hardware, firmware, or software described in this manual is subject to change without notice. IN NO EVENT SHALL APRISMA, ITS EMPLOYEES, OFFICERS, DIRECTORS, AGENTS, OR AFFILIATES BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES WHATSOEVER (INCLUDING BUT NOT LIMITED TO LOST PROFITS) ARISING OUT OF OR RELATED TO THIS MANUAL OR THE INFORMATION CONTAINED IN IT, EVEN IF APRISMA HAS BEEN ADVISED OF, HAS KNOWN, OR SHOULD HAVE KNOWN, THE POSSIBILITY OF SUCH DAMAGES. Trademark, Service Mark, and Logo Information SPECTRUM, IMT, and the SPECTRUM IMT/VNM logo are registered trademarks of Aprisma Management Technologies, Inc., or its affiliates. APRISMA, APRISMA MANAGEMENT TECHNOLOGIES, the APRISMA MANAGEMENT TECHNOLOGIES logo, MANAGE WHAT MATTERS, DCM, VNM, SpectroGRAPH, SpectroSERVER, Inductive Modeling Technology, Device Communications Manager, SPECTRUM Security Manager, and Virtual Network Machine are unregistered trademarks of Aprisma Management Technologies, Inc., or its affiliates. For a complete list of Aprisma trademarks, service marks, and trade names, go to: All referenced trademarks, service marks, and trade names identified in this document, whether registered or unregistered, are the intellectual property of their respective owners. No rights are granted by Aprisma Management Technologies, Inc., to use such marks, whether by implication, estoppel, or otherwise. If you have comments or concerns about trademark or copyright references, please send an to spectrum-docs@aprisma.com; we will do our best to help. Restricted Rights Notice (Applicable to licenses to the United States government only.) This software and/or user documentation is/are provided with RESTRICTED AND LIMITED RIGHTS. Use, duplication, or disclosure by the government is subject to restrictions as set forth in FAR (June 1987) Alternate III(g)(3) (June 1987), FAR (June 1987), or DFARS (c)(1)(ii) (June 1988), and/or in similar or successor clauses in the FAR or DFARS, or in the DOD or NASA FAR Supplement, as applicable. Contractor/manufacturer is Aprisma Management Technologies, Inc. In the event the government seeks to obtain the software pursuant to standard commercial practice, this software agreement, instead of the noted regulatory clauses, shall control the terms of the government's license. Virus Disclaimer Aprisma makes no representations or warranties to the effect that the licensed software is virus-free. Aprisma has tested its software with current virus-checking technologies. However, because no antivirus system is 100-percent effective, we strongly recommend that you write protect the licensed software and verify (with an antivirus system with which you have confidence) that the licensed software, prior to installation, is virus-free. Contact Information Aprisma Management Technologies, Inc., 121 Technology Drive, Durham, NH USA Phone: U.S. toll-free: Web site: Page 2

3 Contents Notice... 2 Preface... 8 Intended Audience... 8 Text Conventions... 8 Document Feedback... 9 Online Documents... 9 Overview Prerequisites for Users...10 Tools for Solving Network Problems...10 Capabilities...11 Generating AR System Trouble Tickets Automatically...11 Generating Trouble Tickets Manually...12 Enabling Communication between Administrators, Troubleshooters, and Network Users...12 Clearing SPECTRUM Alarms when Closing the Trouble Ticket...12 Users...12 Network Administrators...12 Troubleshooters and Support Staff...13 Specific Components in the...13 Options...14 Base-Level...14 SANM-Enabled (Advanced-Level)...15 Setting Up the Summaries of Tasks Required if Migrating to Version of the AR System Gateway...16 Summaries of Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form...18 Summaries of the Mandatory Setup Tasks...19 Summary of the Tasks Required to Set up the Bidirectional Functionality...22 Page 3

4 Summaries of the Tasks Required If Remedy Server Is Installed on a System without SPECTRUM...23 Summary of the Task Required Only If Active Links Have Been Imported...23 Summaries of Tasks Required If Remedy Was Installed after SPECTRUM...24 Summary of the Tasks Required to Modify the SPECTRUM Trouble Ticket Form...25 Trouble Ticket Fields That May Be Changed...26 Trouble Ticket Fields That May Not Be Changed...26 Alarm Filtering Two Types of Filtering...30 Base-Level Filtering...31 Base-Level Alarm Filtering Window...32 Add Entry/Edit Entry Window...33 Probable Cause IDs...34 Automatic Trouble Ticket Generation Starting Automatic Trouble Ticket Generation...35 Stopping Automatic Trouble Ticket generation...37 Options AR System Filtering in the SpectroGRAPH Tools Menu...39 Show Similar Tickets Button...40 Show Remedy TT and Submit Remedy TT Options...40 Messages Start Up Messages...41 Error Messages...42 Operational Messages...45 Messages...45 Remedy AR System Server Messages...45 SANM Messages...45 SPECTRUM Messages...46 Page 4

5 Customizing the Resource File Changing Application Configuration Values...47 The Resource File (.arsgrc)...47 Resource File Backups...49 Base-Level.arsgrc Parameters...50 SANM-Enabled.arsgrc Parameters...54 Tasks Tasks Required if Migrating to Version Migration Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form...55 Mandatory Setup Tasks...56 Tasks to Set Up Bidirectional Functionality...56 Tasks Required If Remedy Server Is Installed on a System without SPECTRUM...56 Task Required Only If ActiveLinks Have Been Imported...56 Tasks Required If Remedy Was Installed after SPECTRUM...56 General Use Tasks...57 Other Tasks...57 Migration Tasks General Directions...58 Migration Task Removing the Existing SPECTRUM Trouble Ticket Form...60 Windows NT/2000 User...60 UNIX User...61 Migration Task Removing the Show SPECTRUM View Active Link...62 Windows NT/2000 User...62 UNIX User...63 Migration Task Removing the Show Similar Tickets Active Link...64 Windows NT/2000 User...64 UNIX User...65 Migration Task Importing the Find Similar Tickets Active Link...66 Windows NT/2000 User...66 UNIX User...67 Migration Task Verifying the Find Similar Tickets Macro Settings...68 Page 5

6 Windows NT/2000 User...68 UNIX User...69 Migration Task Importing the ClearticketFilter...70 Windows NT/2000 User...70 UNIX User...71 Confirming the Installation of the...72 Defining SPECTRUM As a Remedy AR System User...73 Importing the SPECTRUM Trouble Ticket Definitions...75 Windows NT/2000 User...75 UNIX User...76 Verifying the Path variable (NT Only)...78 Creating the SPECTRUM User in SPECTRUM...79 Modifying the Clearticket Filter...80 Windows NT/2000 User...80 UNIX User...81 Setting up the.localregfile...82 Setting up the SPECROOT Environment Variable...83 Windows NT/2000 User...83 UNIX User...84 Moving the FindSimilarTickets.arq File...85 Windows NT/2000 User...85 UNIX User...85 Stopping Automatic Trouble Ticket generation...86 Windows NT/2000 User...86 UNIX User...87 Running the reconfig tool...88 Windows NT/2000 Example...88 UNIX Example...89 Manually Starting Automatic Trouble Ticket generation...91 Adding a Filter Entry in the Base-Level...92 Editing Existing Filters Listed in the Base-Level Alarm Filtering Window...93 Using the Show Similar Tickets Button...94 Page 6

7 Showing Trouble Tickets for a Specific Model...95 Manually Submitting a Trouble Ticket...96 Modifying the Resource File,.arsgrc...97 Adding SPECTRUM Fields to an Existing Remedy Form...98 Subtask 1: Modifying the Remedy Form...98 Subtask 2: Modifying the ClearTicket Filter Subtask 3: Modifying the.arsgrc File Index Page 7

8 Preface In this section: Intended Audience [Page 8] Text Conventions [Page 8] Document Feedback [Page 9] Online Documents [Page 9] Intended Audience This guide is intended for SPECTRUM administrators and users who want to use the with the Remedy AR System to generate trouble tickets for SPECTRUM alarms. Text Conventions The following text conventions are used in this document: Element Convention Used Example User-supplied parameter names Courier in angle brackets <>. The user needs to type the password in place of <password>. On-screen text Courier The following line displays: path= /audit User-typed text Courier Type the following path name: C:\ABC\lib\db Cross-references References to SPECTRUM documents (title and number) Functionality enabled by SPECTRUM Alarm Notification Manager (SANM) Underlined and hypertextblue Italic SANM in brackets []. See Document Feedback [Page 9]. SPECTRUM Installation Guide ( ) [SANM] AGE_FIELD_ID Page 8

9 Element Convention Used Example Solaris and Windows NT/ 2000 directory paths Unless otherwise noted, directory paths are common to both the Solaris and Windows NT/2000 platforms, except that the forward-slash characters (/) used in these examples, which apply to Solaris setups, must be changed to double backslash characters (\\) or C:/ when applied to Windows NT/2000 systems. <$SPECROOT>/ars_gateway or C:\\Program Files\\Remedy or C:/Program Files/Remedy Document Feedback Please send feedback regarding SPECTRUM documents to the following address: Thank you for helping us improve our documentation. Online Documents SPECTRUM documents are available online at: Check this site for the latest updates and additions. Page 9

10 Overview The Action Request System (AR System) Gateway enables SPECTRUM to be used in conjunction with the Remedy Corporation Action Request (AR) System. The intelligence of SPECTRUM s network management capabilities is integrated with the problem-solving workflow process provided by the Remedy AR System. In this section: Prerequisites for Users [Page 10] Tools for Solving Network Problems [Page 10] Capabilities [Page 11] Users [Page 12] Specific Components in the [Page 13] Options [Page 14] Prerequisites for Users Prior to using the, administrators should be familiar with UNIX and/or Windows NT, the X Window System, and OSF/Motif. They should be experienced with SPECTRUM and SPECTRUM administration, and with the administration of the Remedy AR System. Users should be familiar with the SpectroGRAPH user interface, the SPECTRUM Views manual, and with the user functions of the Remedy AR System. Tools for Solving Network Problems SPECTRUM constantly monitors network devices. When it detects a problem, SPECTRUM analyzes the information in its database to determine the source and severity of the problem. If the problem fits defined criteria, SPECTRUM generates an alarm, and the color of the device icon or network icon changes to designate the alarm s severity. In addition, SPECTRUM creates an entry describing each alarm, its probable cause, history, status, and much more information in the Alarm Manager. Page 10

11 SPECTRUM provides a way to manage the problem that caused the alarm, such as the capability to assign troubleshooters to that alarm. The AR System Gateway provides many more tools for managing network problems. The timely resolution of problems and service requests is one of the fundamental requirements of a network management system. The AR System Gateway links SPECTRUM alarms into the Action Request (AR) System developed by the Remedy Corporation. The bidirectional capability of the allows SPECTRUM alarms to be cleared when the trouble ticket associated with the alarm is closed. This enables network administrators to create a workflow process for support staff while automatically capturing a database of information for use in problem solving. Both end users and support staff can take advantage of the AR System Gateway. Capabilities The SPECTRUM provides added capabilities for managing and resolving network problems. The links SPECTRUM alarms into the Remedy AR System, and provides the interface back to SPECTRUM to clear alarms when trouble tickets are closed. The AR System Gateway may be used in the following ways: Generating AR System Trouble Tickets Automatically A trouble ticket provides a description of the problem. When SPECTRUM detects a network problem, the can be directed to generate trouble tickets automatically for all SPECTRUM alarms, or only for selected ones. Not every alarm should generate an automatic trouble ticket. Alarms may be filtered on various criteria to determine the sensitivity of the gateway. Trouble tickets would be generated only under well-defined situations. All the necessary data is entered into the SPECTRUM Trouble Ticket Form automatically. When the trouble ticket is generated, it is given an ID by the Remedy AR System. The places the Remedy Trouble Ticket ID into the associated alarm s Trouble Ticket ID field in the SPECTRUM Alarm Manager window. This allows a user to quickly locate the trouble ticket in the Remedy AR System. When the generates a trouble ticket, the SPECTRUM alarm is not automatically acknowledged. The alarm must be acknowledged in SpectroGRAPH's Alarm Manager. Page 11

12 Generating Trouble Tickets Manually Trouble tickets may be generated manually as well as automatically. While reviewing the current alarms in the Alarm Manager window, the user may determine that a trouble ticket needs to be generated manually for one of the alarms. A trouble ticket for the device may be generated manually only while the alarm is displayed in SPECTRUM s Alarm Manager. Enabling Communication between Administrators, Troubleshooters, and Network Users The gives everyone involved a direct way to communicate network problems. When a user manually submits a trouble ticket from the SPECTRUM Alarm Manager, or if the trouble ticket is automatically generated, the report can be seen on-screen instantly. When the trouble ticket is assigned to someone to fix the problem, the troubleshooter can receive a notice automatically. When the troubleshooter resolves the problem and the trouble ticket is closed, the alarm is cleared in SPECTRUM, and the administrator and original user can both receive a notification. The provides an efficient way to organize the notification process and transfer alarm information to those who need it. Clearing SPECTRUM Alarms when Closing the Trouble Ticket The has bidirectional functionality to allow two-way communication between SPECTRUM and the Remedy AR System. Once a problem has been resolved and the user closes the trouble ticket in Remedy, the associated alarm in SPECTRUM is cleared. Users Those who will benefit from using the and the various functions of the AR System include: Network Administrators Network administrators can monitor trouble tickets generated by the AR System Gateway. An administrator can also decide how to handle each trouble ticket by either investigating the problem personally or by notifying a troubleshooter. Page 12

13 Administrators can use the to regulate automatic trouble ticket generation, turning it on or off, and setting its sensitivity to different types or levels of SPECTRUM alarms. Administrators can modify or create a trouble ticket form to customize the content and design of trouble tickets. Troubleshooters and Support Staff Troubleshooters can see the Action Requests assigned to them, and can update the Action Requests after fixing the problems. While viewing trouble ticket information on the SPECTRUM Trouble Ticket Form, troubleshooters can view other trouble tickets with similar problems to see how they were resolved. Troubleshooters can also receive immediate notice of problems by pager, electronic mail, or other communication. Specific Components in the The consists of the following components: Automatic Trouble Ticket Generator This component monitors SPECTRUM alarms and generates AR System trouble tickets in response to the SPECTRUM alarms. SpectroGRAPH Tools Menu Interface This component enables workstations that have both SpectroGRAPH and the installed to access the Alarm Filtering option. This is where the administrator determines which alarms will be passed to the Gateway. Alarm Manager Menu Interface This component consists of two selections, Show Remedy TT and Submit Remedy TT, which appear in the Model menu in the SPECTRUM Alarm Manager. Show Remedy TT enables the user to see the trouble tickets that have been generated for the highlighted model. Submit Remedy TT enables the user to manually submit a trouble ticket for the highlighted model. Page 13

14 SPECTRUM Trouble Ticket Form This component is a modified Remedy AR System trouble ticket form that specifies the format used when the generates a trouble ticket for the AR System. SPECTRUM alarm information is placed in the form fields when a trouble ticket is generated by the AR System Gateway. Administrators use the form as a template from which they can customize trouble tickets or create their own, user-defined form. See Figure 1 [Page 22] for an example of a SPECTRUM Trouble Ticket Form. Show Similar Tickets Button The Show Similar Tickets optional button appears at the bottom of the SPECTRUM Trouble Ticket Form as shown in Figure 1 [Page 22] if the Active Link has been imported with the form. See Importing the SPECTRUM Trouble Ticket Definitions [Page 20] for more information. This button enables the user to view solutions described in other trouble tickets having the same probable cause. See Summary of the Task Required Only If Active Links Have Been Imported [Page 23] for additional information on Active Links. Options The is one of several SPECTRUM applications that gains additional functionality from SPECTRUM Alarm Notification Manager (SANM). These applications perform a set of base-level operations when used without SANM. As soon as SANM is installed, all applications that work in conjunction with SANM gain additional functionality. In this manual, the is referred to as SANM-Enabled or advanced-level when it is used with SANM. Base-Level The functionality of the base-level gateway enables the monitoring of alarms from a single SpectroSERVER using the alarm filtering mechanism. Each SpectroSERVER that is connected to an AR System Server will need one process. Normally just one process would be running on the network. However, other configurations are possible. The user may wish to have two processes that transmit alarm information from a single SpectroSERVER to two separate AR System Servers. Alternatively, the user may wish to have two processes that monitor two separate SpectroSERVERs and send alarm information to a single AR System Server. Page 14

15 SANM-Enabled (Advanced-Level) The SANM-enabled (advanced-level) benefits from the increased functionality and policy-based alarm filtering capabilities of SPECTRUM Alarm Notification Manager (SANM). In a SANM-enabled environment with a single SpectroSERVER, all network information is collected and filtered through SANM s Policy Administrator. This feature provides greater control over network alarm filtering and the ability to provide more information in the SPECTRUM Trouble Ticket. The SANM-enabled with multiple SpectroSERVER capability has the ability to monitor alarms from multiple SpectroSERVERs. In a distributed environment, SANM enables the user to monitor alarms from multiple SpectroSERVERs using a single process. The appropriate configuration for the network depends upon factors such as network size, geographic distribution, and division of responsibility among multiple network administrators or troubleshooters. Note: If SANM is installed on the system, the SANM policies replace the base-level filter (e.g., Policy Administrator replaces Alarm Filtering). For more information about SANM, see the SPECTRUM Alarm Notification Manager (SANM) User s Guide ( ). For more information about Remedy Corporation s AR System, see the Remedy AR System documentation. Page 15

16 Setting Up the This section summarizes the set up process required for the Remedy AR System and SPECTRUM to work together. In this section: Summaries of Tasks Required if Migrating to Version of the AR System Gateway [Page 16] Summaries of Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form [Page 18] Summaries of the Mandatory Setup Tasks [Page 19] Summary of the Tasks Required to Set up the Bidirectional Functionality [Page 22] Summaries of the Tasks Required If Remedy Server Is Installed on a System without SPECTRUM [Page 23] Summary of the Task Required Only If Active Links Have Been Imported [Page 23] Summaries of Tasks Required If Remedy Was Installed after SPECTRUM [Page 24] Summary of the Tasks Required to Modify the SPECTRUM Trouble Ticket Form [Page 25] Summaries of Tasks Required if Migrating to Version of the If the is already installed, there are several considerations that must be made prior to installing the Version AR System Gateway. The SPECTRUM Trouble Ticket form provided with Version has changed. If the user wants to retain the current version of the SPECTRUM Trouble Ticket form rather than use the new form, there are several tasks that must be performed to update the functionality of the form. See Summaries of Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form [Page 18]. Remedy does not allow multiple trouble ticket forms with the same name. Therefore, when the new SPECTRUM Trouble Ticket form is imported, existing trouble tickets will no longer be associated with the prior form. Prior to importing the new Page 16

17 SPECTRUM Trouble Ticket form and its associated filters and links, the user needs to export all existing SPECTRUM trouble tickets contained in the Remedy AR System database. This is necessary to ensure that the new SPECTRUM Trouble Ticket form which will be imported can access the existing trouble ticket information in the database. Once the AR System Gateway is set up, this trouble ticket information will be reimported. See Migration Tasks General Directions [Page 58] for detailed instructions. 1. Export Existing SPECTRUM Trouble Tickets From the Remedy AR System Database To access existing trouble ticket information that has been generated by a previous version of the, prior to importing the SPECTRUM Trouble Ticket form and its associated filters and links, the user needs to export all existing SPECTRUM trouble tickets contained in the Remedy AR System database. This is necessary to ensure that the new SPECTRUM Trouble Ticket form which will be imported can access the existing trouble ticket information in the database. Once the is set up, this trouble ticket information will be reimported. See the Remedy Workflow Administrators guide on Importing/Exporting form data. 2. Removing the Existing SPECTRUM Trouble Ticket Form. [Page 58] In order to import the new SPECTRUM Trouble Ticket form and its associated active link and filter, the previous version of the SPECTRUM Trouble Ticket form and links have to be removed. Otherwise, the user will receive an error message when importing and the new form, link, and filter will not be imported. Note: If the user chooses to continue to use the previous form see the section Summaries of Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form [Page 18] for the tasks that will be required. 3. Set up the Once SPECTRUM is installed, set up the as directed. See Summaries of the Mandatory Setup Tasks [Page 19]. If the bidirectional functionality is required, see Summary of the Tasks Required to Set up the Bidirectional Functionality [Page 22]. 4. Import the Previously Exported SPECTRUM Trouble Ticket Information Before submitting any new tickets through the Version 6.5 Gateway, import the data file containing the trouble ticket information that was exported in Step 1. Use the AR Import tool provided by Remedy. See Page 17

18 the Remedy Workflow Administrators guide on Importing/Exporting form data. Summaries of Tasks Required if Using a Previous Version of the SPECTRUM Trouble Ticket Form If the user desires to use a version of the SPECTRUM Trouble Ticket form provided with versions prior to 6.5.0, rather than importing the new SPECTRUM Trouble Ticket form, the following tasks must be completed: 1. Remove the Show SPECTRUM View button This functionality has been removed from the SPECTRUM Trouble Ticket form. The button needs to be removed from the SPECTRUM Trouble Ticket form provided with versions prior to See the Remedy documentation for detailed instructions on removing this button from the form. 2. Migration Task Removing the Show SPECTRUM View Active Link [Page 62] This active link is no longer supported and the functionality was removed from the SPECTRUM Trouble Ticket form. The corresponding button should have been previously removed from the form as directed in Step Migration Task Removing the Show Similar Tickets Active Link [Page 64] The functionality of the Show Similar Tickets active link has been changed with Version of the. The existing Show Similar Tickets active link must be removed prior to importing the updated active link. 4. Migration Task Importing the Find Similar Tickets Active Link [Page 66]. Once the existing Show Similar Tickets active link has been removed, the Find Similar Tickets active link, provided with Version of the, needs to be imported. 5. Moving the FindSimilarTickets.arq File [Page 85] The Show Similar Tickets button located at the bottom of the SPECTRUM Trouble Ticket form uses the FindSimilarTickets.arq file. Page 18

19 The FindSimilarTickets.arq file must be relocated to the directory where Remedy requires this type of file. 6. Migration Task Verifying the Find Similar Tickets Macro Settings [Page 68] The user needs to verify that the settings in the Find Similar Tickets macro correspond to the correct button name, form name, and macro name. These settings must be correct for the Show Similar Tickets button on the SPECTRUM Trouble Ticket form to function properly. 7. Migration Task Importing the ClearticketFilter [Page 70] The Clearticket Filter is used by SPECTRUM to automatically clear the related SPECTRUM alarm when a trouble ticket is closed in Remedy. If the bidirectional functionality of the Version AR System Gateway will be set up on the system, the Clearticket Filter must be imported. Once the filter is imported, see Summary of the Tasks Required to Set up the Bidirectional Functionality [Page 22]. Summaries of the Mandatory Setup Tasks Once all the necessary applications are installed, the Remedy AR System must be set up so that it can work together with SPECTRUM. The summaries of the mandatory set up tasks are given below. The actual step-by-step detailed instructions for the tasks are located in the AR System Gateway Tasks [Page 55] section. 1. Confirming the Installation of the Prior to starting the setup process, the user needs to ensure that the options are accessible in SpectroGRAPH. If the has been correctly installed, the following options should be available when the SpectroGRAPH has been restarted after installation: AR System Filtering option in the SpectroGRAPH Tools menu Show Remedy TT and Submit Remedy TT options in the Model menu of the Alarm Manager window 2. Defining SPECTRUM As a Remedy AR System User The uses the user name "SPECTRUM" to perform trouble ticket submissions. For automatic and manual trouble ticket generation to succeed, SPECTRUM must first be defined as an AR Page 19

20 System user. Once this is completed, the AR System can generate trouble tickets for SPECTRUM alarms. 3. Importing the SPECTRUM Trouble Ticket Definitions To view the alarm information sent from SPECTRUM, the Remedy AR System needs a trouble ticket form in which to display the information. A default SPECTRUM Trouble Ticket Form is available. Figure 1 [Page 22] shows a sample SPECTRUM Trouble Ticket form. This form also provides a Clearticket Filter and a button for the active link Show SimilarTickets. These are optional features and do not have to be imported with the SPECTRUM Trouble Ticket form. Clearticket Filter Used by SPECTRUM to automatically clear the related SPECTRUM alarm when a trouble ticket is closed in Remedy. Show Similar Tickets button Enables the user to review prior solutions to the problem based on the probable cause for this trouble ticket. When alarm information is sent from SPECTRUM, the parameters listed in the.arsgrc file are sent to the Remedy AR System. Some of the alarm information sent from SPECTRUM is hidden on the form. If the user desires to view this information, the form must be modified to display the specific fields. Table 1 [Page 20] shows the parameters that are sent, the name of the field on the SPECTRUM Trouble Ticket form, and whether the field is hidden or viewable on the form. See Summary of the Tasks Required to Modify the SPECTRUM Trouble Ticket Form [Page 25]. Also see Table 9 [Page 50] and Table 10 [Page 54] for additional descriptions of the parameters. Table 1: Alarm Information Passed to SPECTRUM Trouble Ticket Form Alarm Parameter Field Name on SPECTRUM Trouble Ticket Form Field is Hidden or Viewable SUBMITTER_FIELD_ID NA Hidden CURRENT_STATUS_FIELD_ID Current Status Viewable MODEL_NAME_FIELD_ID Impacted Object Viewable SEVERITY_FIELD_ID Severity Viewable ALARM_ID_FIELD_ID NA Hidden MODEL_TYPE_NAME_FIELD_ID Class Viewable Page 20

21 Alarm Parameter Field Name on SPECTRUM Trouble Ticket Form Field is Hidden or Viewable IP_ADDRESS_FIELD_ID Network Address Viewable CAUSE_TEXT_FIELD_ID SPECTRUM Probable Cause Viewable ALARM_DATE_TIME_FIELD_ID Alarm Date/Time Viewable SS_NODE_FIELD_ID Managed Domain Viewable CAUSE_ID_FIELD_ID NA Hidden LANDSCAPE_FIELD_ID NA Hidden MODEL_HANDLE_FIELD_ID NA Hidden MODEL_TYPE_HANDLE_FIELD_ID NA Hidden ACKNOWLEDGED_FIELD_ID NA Hidden SECURITY_STRING_FIELD_ID NA Hidden ALARM_STATE_FIELD_ID NA Hidden REPAIR_PERSON_FIELD_ID NA Hidden ALARM_STATUS_FIELD_ID NA Hidden USER_CLEARABLE_FIELD_ID NA Hidden LONG_MODEL_NAME_FIELD_ID NA Hidden LOCATION_FIELD_ID Location Viewable NOTIFICATION_DATA_FIELD_ID NA Hidden AGE_FIELD_ID NA Hidden Note: If SANM is installed after the SPECTRUM Trouble Ticket form has been imported, the form must either be re-imported before using the gateway or modified by unmasking the fields marked with an asterisk (*) as shown in Table 2 [Page 27]. See the section Summary of the Tasks Required to Modify the SPECTRUM Trouble Ticket Form [Page 25] for additional information. Page 21

22 Figure 1: Advanced-Level Trouble Ticket Form 4. Verifying the Path variable (NT Only) After the is installed on an NT system, it is necessary to verify that the Remedy AR System installation folder is listed in the Path variable. Summary of the Tasks Required to Set up the Bidirectional Functionality The bidirectional functionality of the is optional. This functionality allows two-way communication between SPECTRUM and the Remedy AR System. Trouble Ticket IDs generated by the Remedy AR System are placed in the Trouble Ticket tab for the associated alarm displayed in the Alarm Manager window. When the Trouble Ticket is closed in the Remedy AR System, the associated alarm is cleared in SPECTRUM if the bidirectional functionality is enabled. If the administrator chooses to Page 22

23 utilize this functionality, the tasks below must be completed. The actual step-by-step detailed instructions for the tasks are located in the AR System Gateway Tasks [Page 55] section. 1. Creating the SPECTRUM User in SPECTRUM To enable bidirectional functionality, SPECTRUM must be set up as a user in the SPECTRUM User List on each landscape that will submit alarm information to the Remedy AR System. The SPECTRUM user name is entered in the Clearticket Filter as the submitter. 2. Modifying the Clearticket Filter Once the Clearticket Filter has been imported into the Remedy Administrator, the path needs to be modified with the location of the clearticket executable and the submitter username parameter needs to be modified with the username SPECTRUM. Summaries of the Tasks Required If Remedy Server Is Installed on a System without SPECTRUM If the Remedy Server is installed on a system that does not also have a SPECTRUM installation, the tasks below must be completed. The actual step-by-step detailed instructions for the tasks are located in the AR System Gateway Tasks [Page 55] section. 1. Setting up the.localregfile 2. Setting up the SPECROOT Environment Variable The.LocalRegFile and the SPECROOT variable are used to point the Remedy Server to the system where SPECTRUM resides and the path to the SPECTRUM installation. This information is required for the Clearticket Filter to clear a SPECTRUM alarm when the associated trouble ticket is closed in Remedy. Summary of the Task Required Only If Active Links Have Been Imported The Show Similar Tickets button appears at the bottom of the SPECTRUM Trouble Ticket form. Once Active Links have been imported, the task below must be completed to enable the functionality. The actual step-by-step detailed instructions for the task is located in the Tasks [Page 55] section. Page 23

24 Moving the FindSimilarTickets.arq File The FindSimilarTickets.arq file must be relocated to a directory where Remedy requires this type of file. Summaries of Tasks Required If Remedy Was Installed after SPECTRUM When the is installed, it looks for the current installation of Remedy to determine the path and server name. If Remedy was installed after SPECTRUM has been installed on the system, the tasks below must be completed for the to function properly. The actual step-by-step detailed instructions for the tasks are located in the Tasks [Page 55] section. 1. Running the reconfig tool The reconfig tool is used to reconfigure the with the correct information if Remedy was installed after SPECTRUM was installed, if the name of the AR System Server is changed, or if the AR System installation directory is different than the default value. The install sets the following default values: The AR System Server is the hostname of the system on which the software is being installed. The AR System installation directory is /usr/ar on UNIX or c:\\program Files\\Remedy on NT. If these defaults are not correct, the will need to be reconfigured with the correct path and Remedy Server node. If the AR server name changes, the.arsgrc, showtt.arq, and FindSimilarTickets.arq files are modified. If the AR System installation directory changes, the ShowTroubleTickets and the CsStdMenu files are modified. Important: UNIX only If the CsStdMenu file is changed the SpectroGRAPH must be restarted for change to take effect. The user who installed SPECTRUM has the correct permissions to update the files that the reconfig tool is modifying. This is the user who should run the reconfig tool, otherwise a warning message will be displayed and the update will fail. Page 24

25 2. Manually Starting Automatic Trouble Ticket generation The (arsgated.pl) is not started by processd if Remedy is installed after SPECTRUM. Once the reconfig tool has been run, the Gateway must be manually started. Once the AR System Gateway is restarted, trouble tickets will again be automatically generated based on the filtering criteria that has been established. However, the Gateway will not be maintained by processd until processd is stopped and restarted. Summary of the Tasks Required to Modify the SPECTRUM Trouble Ticket Form Remedy Administrator is used to modify the default SPECTRUM Trouble Ticket form to create a customized form. A new trouble ticket form may be defined should the user choose not to use the SPECTRUM Trouble Ticket form supplied with the product. The actual step-by-step detailed instructions for the tasks are located in the Tasks [Page 55] section. Before making any changes to the SPECTRUM Trouble Ticket form: Make a backup copy of the existing form for safekeeping. Turn off the Automatic Trouble Ticket Generator so that trouble tickets are not generated while changes are being made to the form. See Stopping Automatic Trouble Ticket generation [Page 37] for more information. SPECTRUM alarm information fields may be added to an existing Remedy form. Each field requires a unique ID which must also be entered in the.arsgrc file as the value for that field parameter. The name of the Remedy form must also be entered in the.arsgrc file. If the bidirectional functionality of the is required, the Clearticket Filter must be modified with the name of the Remedy form that will be used and the Remedy form must contain the fields required by the Clearticket Filter, LANDSCAPE_FIELD_ID, ALARM_ID_FIELD_ID, and SUBMITTER_FIELD_ID. These fields can be hidden if desired. See Adding SPECTRUM Fields to an Existing Remedy Form [Page 98] for detailed instructions. Note: Refer to the Remedy Corporation's Action Request System documentation for additional information and instructions on creating and modifying forms. Page 25

26 To use the with a new form design, the.arsgrc resource file parameters must be changed to include the new form name (FORM_NAME). The form Field ID numbers must be added to the fields that the new form uses. Comment out or leave blank the Field ID parameters not used. Some fields are required by Remedy and must not be commented out. These are identified by their small Field ID numbers. Table 2 [Page 27] contains a list of the Field ID numbers and a description of all available fields. Any field marked with an asterisk (*) is available in SANM-enabled environments. See Customizing the Resource File [Page 47] for more information. Trouble Ticket Fields That May Be Changed The SPECTRUM Trouble Ticket form contains the fields that have Field ID values listed in Table 2 [Page 27]. The following field properties may be changed: Any field s display or color properties Change history Help text Attributes In addition: Any unneeded fields may be hidden or deleted New fields may be added The will add Field ID [Page 27] values dynamically. Special Considerations for Attributes If the attribute values for fields of data type selection are changed, the new values must correspond directly with the old values and must keep the same number of values. See Remedy documentation and Table 2 [Page 27] for more information on data types. Trouble Ticket Fields That May Not Be Changed Do not change the following: Any field s database properties Any field s permissions properties WARNING! Changing any field's database or permissions properties may cause unpredictable results. Page 26

27 Field Data Type Length or Values Table 2: Form Field Options Entered By Description and resource file parameter Field ID Age * Integer NA Gateway Length of time (seconds) alarm aged before reporting trouble ticket. (AGE_FIELD_ID) NA Acknowledged Selection False True Gateway Acknowledged flag for the model for which the alarm was generated. (ACKNOWLEDGED_FIELD_ID) NA Alarm Time Date/Time NA Gateway When SPECTRUM generated this alarm. (ALARM_DATE_TIME_FIELD_ID) Alarm ID Integer NA Gateway SPECTRUM s unique ID for this alarm. (ALARM_ID_FIELD_ID) Alarm State Selection Existing New Gateway A when generated state for the alarm. (ALARM_STATE_FIELD_ID) NA Alarm Status Character 255 Gateway Alarm Status. (ALARM_STATUS_FIELD_ID) NA Assigned- Priority Selection Low Med High User Priority assigned to problem by the administrator. 14 Assigned-to Character 30 User Person assigned to this action request by the administrator. 4 Severity Selection CRITICAL MAJOR MINOR INITIAL MAINTENANCE SUPPRESSED Gateway SPECTRUM alarm severity. (CONDITION_FIELD_ID) 13 Create-date Date/Time NA AR System When this Action Request was submitted. 3 Current Status Selection New Assigned Fixed Rejected Closed Gateway User Current status of this Action Request initially set to New by Gateway, then updated by user. CURRENT_STATUS_FIELD_ID 7 Details Character 255 User User s description of problem. 9 Page 27

28 Field Data Type Length or Values Entered By Description and resource file parameter Field ID Entry-ID Character 15 AR System Unique ID for this Action Request. 1 History of Problem Diary NA AR System Who has accessed this Action Request and when. 10 IP Address Character 15 Gateway IP address of the device with the alarm. (IP_ADDRESS_FIELD_ID) Landscape Character 16 Gateway The landscape containing the model for which the alarm was generated. (LANDSCAPE_FIELD_ID) Last-modifiedby Character 30 AR System Person who last modified this Action Request. 5 Location * Character max Gateway Location of the model for which the alarm was generated. (LOCATION_FIELD_ID) Long Model Name Character 1024 Gateway Untruncated version of SPECTRUM model name of device or other entity with alarm. (LONG_MODEL_NAME_FIELD_ID) NA Model Handle Character 10 Gateway Model handle of the model for which the alarm was generated. (MODEL_HANDLE_FIELD_ID) NA Model Type Handle Character 10 Gateway Model type handle of the model for which the alarm was generated. (MODEL_TYPE_HANDLE_FIELD) NA Model Name Character 128 Gateway SPECTRUM model name of device or other entity with alarm, truncated to 128 characters. (MODEL_NAME_FIELD_ID) To use untruncated model names, use the LONG_MODEL_NAME_FIELD_ID field. 8 Model Type Name Character 16 Gateway SPECTRUM model type of device or other entity with alarm. (MODEL_TYPE_NAME_FIELD_ID) Modified-date DateTime NA AR System When this Action Request was last modified. 6 Page 28

29 Field Data Type Length or Values Entered By Description and resource file parameter Field ID Notification Data * Character 255 Gateway A list containing notification data for each alarm filter that the alarm passed. (NOTIFICATION_DATA_FIELD_ID) Notify-method Selection None Notifier User Method for notifying submitter about Action Request status. 12 Related-to Character 128 User Person s notes on related Action Requests. Repair Person Character 30 Gateway Repair person assigned to the alarm. (REPAIR_PERSON_FIELD_ID) Resolution Character 255 User Person s report of problem s resolution. Security String Character 255 Gateway Security string for the model for which the alarm was generated. SECURITY_STRING_FIELD_ID 11 NA NA Spectro- SERVER Node Character 1024 Gateway The SpectroSERVER node that generated this trouble ticket. (SS_NODE_FIELD_ID) Submitter Character 30 Gateway This Action Request s originator SPECTRUM for AR System Gateway. (SUBMITTER_FIELD_ID) 2 Symptom/ Probable Cause Probable Cause ID Character max Gateway SPECTRUM s description of probable alarm cause. (CAUSE_TEXT_FIELD_ID) Character 16 Gateway SPECTRUM s hexadecimal number for the Probable Cause. (CAUSE_ID_FIELD_ID) User Clearable Selection False True Gateway User clearable flag for the alarm. USER_CLEARABLE_FIELD_ID NA * This parameter is available only in SANM-enabled environments. Page 29

30 Alarm Filtering This section describes the alarm filtering that is available with the Automatic Trouble Ticket Generator (the arsgated process). In this section: Two Types of Filtering [Page 30] Base-Level Filtering [Page 31] Base-Level Alarm Filtering Window [Page 32] Probable Cause IDs [Page 34] Two Types of Filtering With SPECTRUM, there are two independent types of alarm filtering, base-level filtering and advanced-level filtering. Base-Level Filtering Base-level filtering is the default alarm filtering that comes with the SPECTRUM software described in Base-Level Filtering [Page 31] and is the default alarm filtering that the AR System Gateway provides. Advanced-Level (Policy-Based) Filtering Advanced-level (policy-based) filtering is the alarm filtering that comes with the SPECTRUM Alarm Notification Manager (SANM) described in the SPECTRUM Alarm Notification Manager (SANM) User's Guide ( ). SANM-enabled filtering provides more capabilities than the default AR System Gateway installed filtering. SANM policy-based filtering adds to the filtering system the options of scheduling and managing alarms on a distributed network. Note: If SANM is installed, the SANM policies replace the AR System Gateway base-level filter (e.g., Policy Administrator replaces Alarm Filtering). Page 30

31 Base-Level Filtering The 's Automatic Trouble Ticket Generator (arsgated) process constantly monitors SPECTRUM alarms. When the AR System Gateway is initially installed, the only filter entry is all:all:all:all:0. With this entry, the Automatic Trouble Ticket Generator creates trouble tickets for all alarms. If there are many alarms on a network, the number of trouble tickets that are generated may need to be limited. The AR System Gateway s Alarm Filtering allows the user to define filter criteria so that the AR System generates trouble tickets only under specified conditions. The allows alarms to be filtered based on the following criteria: Model Name, Severity, Probable Cause ID, Model Type, and Alarm Age. See Table 5 [Page 33] for more information. Filter Criteria The Alarm Filtering window lists the filter criteria in the following order and format: Model Name:Severity:Probable Cause ID:Model Type:Alarm Age. Table 3 [Page 31] contains some sample entries from the AR System Gateway filter and their meanings. Table 3: Filter Examples Filter all:all:all:all:0 all:all:all:all:5 all:all:all:rtr_cisco:0 all:all:10401:all:0 all:critical:all:all:60 all:critical:all:rtr_cisco:0 zeus:critical:all:host_sun:5 Meaning Show trouble tickets for all alarms immediately. This is the default. Show trouble tickets for any alarms that are not cleared in 5 minutes. Show trouble tickets for any alarms having to do with any Cisco router immediately. Show trouble tickets for all alarms having to do with invalid IP addresses immediately. (A Probable Cause ID of represents an invalid IP address.) Show trouble tickets for all Critical alarms that are not cleared in 60 minutes. Show trouble tickets for all Critical alarms that are not cleared in 60 minutes. Show trouble tickets for Critical alarms having to do with the Sun workstation named zeus that haven't been cleared in 5 minutes. Page 31

32 Filter Rules If two filters apply to the same alarm, the Gateway uses the lesser value for the Alarm Age. For example, if the following two filters have been created: all:critical:all:host_sun:0 and zeus:critical:all:host_sun:5 and SPECTRUM detects an alarm on a Sun workstation named zeus, a trouble ticket is generated immediately because 0 is less than 5. If trouble tickets need to be generated for alarms of different severity for the same device, two or more filter entries must be created; for example, one with a MAJOR severity, the other with a MINOR severity. Base-Level Alarm Filtering Window If the has just been installed, the filter field in the Alarm Filtering window contains the default filter all:all:all:all:0 as seen in Figure 2 [Page 32]. Figure 2: Alarm Filtering Window The Alarm Filtering window contains the buttons and menu options as shown in Table 4 [Page 33]. Page 32

33 Table 4: Alarm Filtering Window Buttons and Options Add Edit Delete Set/Exit Edit Click on the Add button/option to create a new filter entry. Enter the criteria values in the fields in the Add Entry window. Click on the Edit button/option to edit the highlighted entry. Make the desired changes in the Edit Entry window. Click on the Delete button/option to delete the highlighted entry. Click on the Set/Exit button/option to register the new entry with the arsgated and exit the window. Click on the Edit button/option to edit the highlighted entry. Make the desired changes in the Edit Entry window. Add Entry/Edit Entry Window The Add Entry or Edit Entry window appears when its respective button is clicked on the Alarm Filtering window. The two windows contain similar fields and buttons. The principal difference is that the Edit Entry window fields will contain existing values and the Add Entry window will have empty fields. Field names and their expected values are listed below. Table 5: Filter Fields and Expected Values Field Name Model Name Condition Cause ID Model Type Expected Value Must be entered exactly as it appears in SpectroGRAPH. Severity criteria options are CRITICAL, MAJOR, MINOR, INITIAL, MAINTENANCE, SUPPRESSED, and all. Only one of the criteria values listed may be entered in the Condition field for a filter. If more than one is required, a separate filter entry will need to be created for each additional criteria value. Must be a hexadecimal value. Eliminate any leading zeros. See Probable Cause IDs [Page 34] for more information. Must be entered exactly as it appears in SpectroGRAPH. Alarm Age Must be entered as a decimal number ranging from 0 minutes to 1440 minutes (24 hours). Page 33

34 Important: If the SpectroSERVER and the AR System server reside on different systems, and the clocks on those systems are not synchronized, then the difference between the Alarm Date/Time and the Create-Date fields in a trouble ticket may not correspond to the Alarm Age setting. Probable Cause IDs The Probable Cause text for the related alarm appears on the SPECTRUM Trouble Ticket form. Figure 3 [Page 34] shows a sample of the text for a Probable Cause ID of Figure 3: Probable Cause ID File, Prob POLLING STATUS IS FALSE SYMPTOMS: This model has been taken off line. Polling has stopped for this model and therefore the severity is no longer known with any certainty. PROBABLE CAUSES: This may occur either through direct action taken on this model or by changing the Polling Status to False of a model which collects (either directly or indirectly through other models) this model. RECOMMENDED ACTIONS: This status will change when the either the Polling Status for the model is changed to True or if the model is put back on line. Page 34

35 Automatic Trouble Ticket Generation In this section: Starting Automatic Trouble Ticket Generation [Page 35] Stopping Automatic Trouble Ticket generation [Page 37] Starting Automatic Trouble Ticket Generation When the machine with the installed is booted and Remedy is found on the system, the first instance of the AR System Gateway Automatic Trouble Ticket Generator is automatically started by SPECTRUM s Process Control program, processd. In a SANM-enabled environment with more than one Remedy Server, a unique instance of the is required for each Remedy Server that will be receiving alarm information. Additional instances of the Automatic Trouble Ticket Generator must be started manually using the arsgated.pl command. After the procedures outlined in Summaries of the Mandatory Setup Tasks [Page 19] and Alarm Filtering [Page 30] have been completed, second and subsequent instances of the Automatic Trouble Ticket generator may now be started as necessary using arsgated.pl. The may be launched using the arsgated.pl command alone or with various options, some of which are SANM-enabled. A list of the command options and their descriptions are given in Table 6 [Page 35]. See Manually Starting Automatic Trouble Ticket generation [Page 91] for detailed instructions. Table 6: arsgated.pl Command [options] Command Option Description -p This option allows the user to specify a password other than that in the resource file. If a password is required and not specified on the command line with the -p option or in the resource file, the user will be prompted for the password. -r This option allows the user to specify a resource file other than the default resource file.arsgrc. Page 40

36 Command Option Description -n This option allows the user to override the APPLICATION parameter in the resource file and specify a unique name for each instance of the AR System Gateway process, such as 1 or AR System Gateway2. This enables the user to launch multiple instances of the AR System Gateway process and to execute unique policies with each instance of the process. If a value has not been assigned to the APPLICATION parameter, the user must use the -n option at startup. This option is available only with SANM. -tl -tn -ts This option allows the user to turn on tracing at the specified level either summary or details. This helps the user debug SANM policies by creating a summary or detailed trace for these policies. A summary trace file contains a list of the alarms that were sent to the application. A detailed trace file contains both a description of the alarms that occurred and the reasons why each alarm passed or failed the current alarm notification policy. This trace option is available only with SANM. This option (available only when used with the -tl option) allows the user to specify the name of the trace file. The process creates the trace file in the trace subdirectory and gives the trace file a name consisting of the application name with the date appended to it (AR_System_Gateway_022800, for example) unless the user specifies the trace file name with the -tn option. This trace option is available only with SANM. This option (available only when used with the -tl option) allows the user to specify the number of lines in the trace file. The application writes this number of lines to the file and then wraps around to the beginning of the file. Entries are numbered sequentially and there is an END OF TRACE line after the last entry in the file. The default number of lines is 10,000. This trace option is available only with SANM. Note: If Alarm Filtering is invoked while the filter is already running, a popup window appears displaying the message, " Filter is already running!" and the Alarm Filtering window will not display. If however, the Alarm Filtering is not running on the system (it may have shut down improperly), to fix the problem, first remove the $SPECROOT/ars_gateway/ filterc.lock file, then re-invoke Alarm Filtering. The Alarm Filtering window will then display. Page 40

37 Stopping Automatic Trouble Ticket generation The Automatic Trouble Ticket generator will run continuously until the application is terminated. On NT systems, unless cygwin is installed on the system, the application will have to be terminated four (4) times, as processd automatically restarts it three (3) times. This is part of the processd functionality that ensures applications are restarted when they have stopped without stopping processd. If more than one instance of the Gateway is running, the user needs to determine which instance will be stopped. If the was started manually, it will not be maintained by processd unless the user stops and then restarts processd. The user will only need to stop the application one time if it is not being maintained by processd. See the task Stopping Automatic Trouble Ticket generation [Page 86] for detailed instructions. Page 40

38 Options This section describes the location of the AR System Gateway menu options and buttons. These are the features that the adds to SPECTRUM and the Remedy AR System. The section does not describe procedures. For explanations about the Remedy AR System, refer to Remedy's AR System Documentation. The options appear in the following locations: SpectroGRAPH Tools menu: - AR System Filtering option At the bottom of the SPECTRUM Trouble Ticket form: - The Show Similar Tickets button In the Icon Subviews menu in SPECTRUM Alarm Manager: - The Show Remedy TT option - The Submit Remedy TT option - The AR System Filtering option In this section: AR System Filtering in the SpectroGRAPH Tools Menu [Page 39] Show Similar Tickets Button [Page 40] Show Remedy TT and Submit Remedy TT Options [Page 40] Page 40

39 AR System Filtering in the SpectroGRAPH Tools Menu The AR System Filtering option is found in the SpectroGRAPH on the pull down Tools menu as shown in Figure 4 [Page 39]. Figure 4: AR System Filtering - SpectroGRAPH Tools menu When the AR System Filtering option is selected on a system that has base-level filtering available, the Alarm Filtering window appears. See AR System Gateway Base-Level Alarm Filtering Window [Page 32] for additional information. When the AR System Filtering option is selected on a SANM-enabled system, the Policy Administrator window opens. For more information about the Policy Administrator, see the SPECTRUM Alarm Notification Manager (SANM) User's Guide. Page 40