AR System Gateway UserÕs Guide

Transcription

1 Titlepage AR System Gateway UserÕs Guide SPECTRUM Enterprise Manager Application & Gateway

2 Summary of Changes AR System Gateway UserÕs Guide Version Date Reason for Change Description of Change May 2000 Update to new More Readable format Reformatted in accordance with 7 - wide by 9 -high portrait layout, with contents updated to include various functions omitted from previous edition, pruning of obsolete material, etc., including new Header layout, new corporate logo, automation of Titlepage bookmark, and revised page layouts Sept 2000 Technical accuracy. Updated document for maintenance release.

3 Notice Aprisma Management Technologies reserves the right to make changes in speciþcations and other information contained in this document without prior notice. The reader should in all cases consult Aprisma Management Technologies to determine whether any such changes have been made. The hardware, Þrmware, or software described in this manual is subject to change without notice. IN NO EVENT SHALL APRISMA MANAGEMENT TECHNOLOGIES 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 MANAGEMENT TECHNOLOGIES HAS BEEN ADVISED OF, KNOWN, OR SHOULD HAVE KNOWN, THE POSSIBILITY OF SUCH DAMAGES. Copyright September 2000 by Aprisma Management Technologies. All rights reserved. Printed in the United States of America. Order Number: Aprisma Management Technologies, 121 Technology Drive, Durham, NH SPECTRUM, the SPECTRUM IMT/VNM logo, DCM, IMT, and VNM are registered trademarks, and SpectroGRAPH, SpectroSERVER, Inductive Modeling Technology, Device Communications Manager, and Virtual Network Machine are trademarks of Aprisma Management Technologies. C++ is a trademark of American Telephone and Telegraph, Inc. UNIX is a trademark of The Open Group. OSF/Motif and Motif are trademarks of the Open Software Foundation, Inc. X Window System is a trademark of The Open Group. Ethernet is a trademark of Xerox Corporation. Solaris is a trademark of Sun Microsystems, Inc. Remedy, the Remedy Corporation logo, Action Request System, and AR System are registered trademarks or other trademarks of Remedy Corporation. Microsoft is a registered trademark, and Windows & Windows NT are trademarks of Microsoft Corporation. AR System Gateway User s Guide Page 3

4 Virus Disclaimer Aprisma Management Technologies has tested its software with current virus checking technologies. However, because no anti-virus system is 100% reliable, we strongly caution you to write protect and then verify that the Licensed Software, prior to installing it, is virus-free with an anti-virus system in which you have conþdence. Restricted Rights Notice (Applicable to licenses to the United States Government only.) Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c) (1) (ii) of the Rights in Technical Data and Computer Software clause at DFARS Aprisma Management Technologies, 121 Technology drive, Durham, NH This computer software is submitted with restricted rights. It may not be used, reproduced, or disclosed by the Government except as provided in paragraph (b) of this Notice or as otherwise expressly stated in the contract. This computer software may be: Used or copied for use in or with the computer or computers for which it was acquired, including use at any Government installation to which such computer or computers may be transferred; Used or copied for use in a backup computer if any computer for which it was acquired is inoperative; Reproduced for safekeeping (archives) or backup purposes; ModiÞed, adapted, or combined with other computer software, provided that the modiþed, combined, or adapted portions of the derivative software incorporating restricted computer software are made subject to the same restricted rights; Disclosed to and reproduced for use by support service contractors in accordance with subparagraphs (b) (1) through (4) of this clause, provided the Government makes such disclosure or reproduction subject to these restricted rights; and Used or copied for use in or transferred to a replacement computer. Notwithstanding the foregoing, if this computer software is published copyrighted computer software, it is licensed to the Government, without disclosure prohibitions, with the minimum rights set forth in paragraph (b) of this clause. Any other rights or limitations regarding the use, duplication, or disclosure of this computer software are to be expressly stated in, or incorporated in, the contract. This Notice shall be marked on any reproduction of this computer software, in whole or in part. AR System Gateway User s Guide Page 4

5 Contents Preface 8 Intended Audience... 8 Prerequisites for Users... 8 How to Use This Guide... 9 Typographical Conventions Related Documentation Introduction 12 Tools For Solving Network Problems What the AR System Gateway Can Do for You AR System Gateway Users Specific Components in the AR System Gateway AR System Gateway Options The Advanced Level Trouble Ticket Installation 19 Overview Before Installation Installation Confirming the Installation Setting Up AR System Gateway 27 Summary of Tasks Importing Definitions This section describes importing definitions on the NT and UNIX platforms UNIX Windows NT Modifying the SPECTRUM Trouble Ticket Form What You Can Change Special Considerations for Attributes What You Should Not Change Defining Your Own Trouble Ticket Form AR System Gateway User s Guide Page 5

6 Contents Contents Setting Up the SPECTRUM User NT Setup Verification Verifying the System Path Variable Verifying the System List in the Windows NT Registry Alarm Filtering 43 Two Types of Filtering AR System Gateway Filtering AR System Gateway Filter Criteria How to Add or Edit a Filter Entry About Probable Cause IDs Automatic Trouble Ticket Generation 53 Starting the Automatic Trouble Ticket Generator Stopping the Automatic TroubleTicket Generator UNIX NT Using the AR System Gateway 56 How To Access AR System Gateway Options Accessing the AR System Filtering option from SpectroGRAPH Show SPECTRUM View and Show Similar Tickets Buttons The Show SPECTRUM View Button The Show Similar Tickets Button Using the Show Trouble Tickets and Submit Trouble Ticket Options Messages 64 Overview Viewing Messages Solaris Windows NT Error Messages Other Messages Gateway Messages Remedy AR System Server Messages SANM Messages AR System Gateway User s Guide Page 6

7 Contents Contents SPECTRUM Messages Customizing the Resource File 73 Changing Application Configuration Values The Resource File (.arsgrc) Resource File Backups Base-Level.arsgrc Parameters SANM-Enabled.arsgrc Parameters The reconfig Tool 83 Purpose of the reconfig Tool What the reconfig Tool Does Running the reconfig Tool Example reconfig Tool Ñ NT Output Example reconfig Tool Ñ UNIX Output Index 88 AR System Gateway User s Guide Page 7

8 Preface This Preface describes the purpose and intended audience for the SPECTRUM AR System Gateway User s Guide, prerequisites for using the SPECTRUM AR System Gateway, the organization of and typographical conventions used in this guide, and where to Þnd related documentation. The Action Request System (AR System) Gateway enables you to use SPECTRUM in conjunction with the Remedy Corporation Action Request System to integrate the intelligence of SPECTRUM s network management capabilities with the problem-solving workflow process provided by the AR System. This guide provides the information necessary to use the AR System Gateway. Intended Audience This guide is intended for SPECTRUM administrators and users who want to use the AR System Gateway with the Remedy Action Request System to generate trouble tickets for SPECTRUM alarms. Prerequisites for Users Prior to using the AR System Gateway, 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 AR System. AR System Gateway User s Guide Page 8

9 Preface How to Use This Guide How to Use This Guide This guide describes how to use the AR System Gateway to manage SPECTRUM alarms in conjunction with the Remedy AR System. It is organized as follows: Introduction Installation Section Setting Up AR System Gateway Alarm Filtering Automatic Trouble Ticket Generation Using the AR System Gateway Description This section provides an overview of the Action Request System (AR System) Gateway and describes what the AR System Gateway can do for you. The section also describes the specific components in the AR System Gateway, who should use the AR System Gateway, and the additional functionality that is available to the AR System Gateway when used in conjunction with SPECTRUM Alarm Notification Manager (SANM). This section describes the procedures for installing AR System Gateway and then confirming the installation. This section describes how to set up your system so the AR System and SPECTRUM can work together. This section describes the alarm filtering that is available with the AR System Gateway Automatic Trouble Ticket Generator (arsgated). This section shows you how to start and stop the Automatic Trouble Ticket Generator, and describes startup options. This section describes accessing and using the AR System Gateway options and buttons. These are the features that the AR System Gateway adds to SPECTRUM and the AR System. The section does not describe AR System Gateway procedures. For explanations about the AR System, refer to Remedy s AR System Documentation. AR System Gateway User s Guide Page 9

10 Preface Typographical Conventions Messages Section Customizing the Resource File, Description This appendix contains messages you might see while using the AR System Gateway. This appendix describes how to change the AR System Gateway application configuration. The reconfig Tool, This appendix describes how to use the AR System Gateway reconfig Tool. Typographical Conventions Certain typographical conventions are used throughout the SPECTRUM AR System Gateway User s Guide. User-supplied parameter names appear in angle brackets. For example, the parameter name for a password appears as <password>. You should type your password in the place of <password>. Text displayed on-screen appears in Courier font. Text to be typed in by the user appears in bold. Referenced section titles and section headings appear in italics (hypertext-blue italics for on-line readers). Referenced SPECTRUM publications appear in bold italics. The SANM icon identifies sections in this manual that describe AR System Gateway functionality that is enabled by SANM. Note: Calls your attention to information of special importance. AR System Gateway User s Guide Page 10

11 Preface Related Documentation Related Documentation Use this guide in conjunction with the following SPECTRUM documents: SPECTRUM Installation Guide SPECTRUM Alarm Notification Manager (SANM) User s Guide SPECTRUM Views The Administration and Operation sections of the SPECTRUM Enterprise Manager Documentation CD Remedy Corporation s Action Request System Documentation AR System Gateway User s Guide Page 11

12 Introduction This section provides an overview of the Action Request System (AR System) Gateway and describes what the AR System Gateway can do for you. The section also describes the speciþc components in the AR System Gateway, who should use the AR System Gateway, and the additional functionality that is available to the AR System Gateway when used in conjunction with SPECTRUM Alarm NotiÞcation Manager (SANM). Tools For Solving Network Problems SPECTRUM constantly monitors the devices on the network. When it detects a problem, SPECTRUM analyzes the information in its database to determine the source of the problem and how serious it is. If the problem fits certain defined criteria, SPECTRUM generates an alarm, and the color of the device 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. SPECTRUM provides you with a way to manage the problem that caused the alarm, such as the capability to assign troubleshooters to that alarm. However, the AR System Gateway provides you with 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 provides the tools to efficiently detect, track, and resolve these network problems and service requests. The AR System Gateway ties SPECTRUM alarms into the Action Request System developed by the Remedy Corporation, thereby enabling 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. AR System Gateway User s Guide Page 12

13 Introduction What the AR System Gateway Can Do for You What the AR System Gateway Can Do for You The SPECTRUM AR System Gateway gives you added capabilities for managing network problems and their resolution. You can use the AR System Gateway in the following ways: To generate AR System trouble tickets automatically from network problems detected by SPECTRUM. A trouble ticket provides a description of the problem. You can direct the AR System Gateway to generate trouble tickets automatically for all SPECTRUM alarms, or only for selected ones. To determine the type of alarms that should generate automatic trouble tickets. You can filter alarms on various criteria depending on whether you are using the base-level or SANM-enabled AR System Gateway. These criteria enable you to determine the sensitivity of the gateway so that tickets are generated only under well-defined situations. To generate trouble tickets manually from SPECTRUM s Alarm Manager. If you do not want to have trouble tickets generated automatically, you can generate them manually instead. Remember, however, that you can only generate a trouble ticket for the device while it is displayed in SPECTRUM s Alarm Manager. To enable administrators, troubleshooters, and network users to communicate with each other. AR System gives everyone who is involved an easy, direct way to communicate about problems. When a user records a problem, the administrator can see the report on-screen instantly. When the administrator assigns someone to fix the problem, the troubleshooter can receive a notice automatically. When the troubleshooter resolves the problem, the administrator and original user can both receive messages. AR System provides an efficient way to organize the notification process. AR System Gateway User s Guide Page 13

14 Introduction AR System Gateway Users To build a database of problems and their resolutions, which the administrator can use to analyze, solve, and avoid subsequent network problems. Each trouble ticket is added to a permanent database, which you can use to solve (and avoid) future problems. When you have a trouble ticket open you can view other trouble tickets with similar problems to see how those problems were resolved. AR System Gateway Users Those who will benefit from using the AR System Gateway and the various functions of the AR System include: The Network Administrator - Network Administrators can use the Remedy User to monitor Action Requests, including trouble tickets generated by the Gateway, and decide how to handle each one by either investigating the problem personally or by notifying a troubleshooter with the Remedy Notifier. - Administrators can use the AR System Gateway to regulate automatic trouble ticket generation, turning it on or off and setting its sensitivity to different kinds of SPECTRUM alarms. - Administrators can use the trouble ticket form to customize the content and design of trouble tickets. Client Users - Users with the appropriate access privileges can use the Remedy User to manually generate Action Requests. - Clients can also use the Remedy Notifier to stay informed about the progress being made in the resolution of Action Requests. Troubleshooters and Support Staff - Troubleshooters can use the Remedy User to see the Action Requests assigned to them and to update the Action Requests after fixing the problems. AR System Gateway User s Guide Page 14

15 Introduction Specific Components in the AR System Gateway - Troubleshooters can view other trouble tickets with similar problems to see how problems were resolved. - They can also use the Remedy Notifier to receive immediate notice of problems by pager, electronic mail etc. For more information, refer to the Remedy AR System Documentation. SpeciÞc Components in the AR System Gateway The AR System Gateway consists of the following components: Automatic Trouble Ticket Generator This component is a process that monitors SPECTRUM alarms and generates AR System trouble tickets in response to the SPECTRUM alarms. The administrator can control which SPECTRUM alarms generate trouble tickets. SpectroGRAPH Tools menu interface This component enables workstations that have both SpectroGRAPH and the AR System installed to access the Alarm Filtering option. This option enables the administrator to set the gateway s sensitivity to alarms i.e., the alarms that will be passed to the Gateway. Alarm Manager menu interface This component consists of two options, Show Trouble Tickets and Submit Trouble Ticket, which appear in the Model menu in the SPECTRUM Alarm Manager. The Show Trouble Tickets option enables you to see the trouble tickets that have been generated for the highlighted model. The Submit Trouble Ticket option enables you to manually submit a trouble ticket for the highlighted model. SPECTRUM Trouble Ticket Form This component is an AR System trouble ticket form that specifies the format used when the AR System Gateway generates a trouble ticket for the AR System. Administrators use the form as a template from which to customize trouble tickets or to create their own, user-defined form. AR System Gateway User s Guide Page 15

16 Introduction AR System Gateway Options Show SPECTRUM View and Show Similar Tickets buttons If Active Links are imported, then the SPECTRUM View and the Show Similar Tickets optional buttons appear at the bottom of the Trouble Ticket Form. The Show SPECTRUM View button brings up the SPECTRUM DevTop view of the device represented in the trouble ticket. The Show Similar Tickets button enables you to view solutions described in other trouble tickets for devices with similar problems. AR System Gateway Options The AR System Gateway 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 you install SANM, all applications that work in conjunction with SANM gain additional functionality. In this manual, the AR System Gateway is referred to as SANM-enabled or advanced level when it is used with SANM. The following is a brief description of the different levels of functionality available for the AR System Gateway. Note: If you have SANM installed on your system, the SANM policies replace the AR System Gateway base-level filter (e.g., Policy Administrator replaces Alarm Filtering). Base-level AR System Gateway functionality enables you to monitor alarms from a single SpectroSERVER using the AR System Gateway alarm filtering mechanism. For each SpectroSERVER that you wish to connect to an AR System Server, you will need one AR System Gateway process. Normally you would have just one process running on your network. However, other configurations are possible. You may wish to have two processes that transmit alarm information from a single SpectroSERVER to two separate AR System Servers. Alternatively, you may wish to have two processes that monitor two separate SpectroSERVERs and send alarm information to a single AR System Server. AR System Gateway User s Guide Page 16

17 Introduction The Advanced Level Trouble Ticket SANM-enabled (Advanced level) AR System Gateway 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 the 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 a Trouble Ticket. SANM-enabled AR System Gateway with multiple SpectroSERVER capability provides all the functionality of advanced level AR System Gateway listed above, plus the ability to monitor alarms from multiple SpectroSERVERs, not just a single SpectroSERVER. A SANM-enabled environment with multiple SpectroSERVERs also enables you to monitor alarms from multiple SpectroSERVERs using a single AR System Gateway process. The right configuration for your network depends upon factors such as network size, geographic distribution, and division of responsibility among multiple network administrators or troubleshooters. 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. Note: When installing Remedy, NT users can find the relevant installation files on the cd. Solaris users will need to download the toolkit from the Remedy website at before proceeding with the installation. The Advanced Level Trouble Ticket In addition to the base-level fields, the advanced level Trouble Ticket features Location and Notification Data fields. See Figure 1. AR System Gateway User s Guide Page 17

18 Introduction Figure 1: The Advanced Level Trouble Ticket Advanced Level Trouble Ticket (UNIX) Display: SPECTRUM Trouble Tickets (platinum) File Edit View Tools Action Window Search Advanced Available only to users with the Solaris 2.6 patch. They are not supported on Solaris 2.7 Entry-ID Alarm ID Alarm date/time Submitter /28/00 10:18:02 Marx Create-date Last-modified-by Modified-date Assigned-to 03/25/00 14:12:50 SPECTRUM 03/28/00 11:10:11 Alex P Notification data Marx Assignment- Priority Low High Medium Two additional Advanced Level Fields Model name Model type IP address Landscape SpectroSERVER node Probable Cause Code platinum VNM x3c platinum (0x0) Severity Notify-method Critical Major Minor None New Initial Suppressed Maintenance Notifier Assigned Location Symptom/probable cause Boston RESIDUAL ALARMS EXIST Current status Fixed Closed Rejected Problem detail These 4 alarms no longer exist because Problem history Related to Resolution Check the status of all devices that this one is connected to Show SPECTRUM View Show Similar Tickets AR System Gateway User s Guide Page 18

19 Installation This section describes the procedures for installing AR System Gateway and then conþrming the installation. Overview You install the SPECTRUM AR System Gateway with the standard SPECTRUM installation program, Install. This is the same installation program that installs SPECTRUM, SPECTRUM management modules, and SPECTRUM applications and tools. Install first retrieves the AR System Gateway files, then builds the correct directory structure, and then installs the product. For more information on Install, see the SPECTRUM Installation Guide. You install the AR System Gateway and the SpectroGRAPH menu interface on the network administrator s workstation. SpectroGRAPH enables users to start the Remedy AR System Tools from within SpectroGRAPH on other workstations. Before Installation Warning: When you install the AR System Gateway, Install overwrites any files from a previous version of the AR System Gateway in the installation directory. If you wish to save the previous version, you must move it to another directory. If you are reinstalling the AR System Gateway on NT, then be sure to backup your ar and ar.ini files from the AR System Gateway installation directory. See Verifying the System Path Variable. Before installing the AR System Gateway, do the following: AR System Gateway User s Guide Page 19

20 Installation Before Installation Install both the SpectroSERVER and the AR System Server on your network. It does not matter where you install these servers. Note their location, however. Install SpectroGRAPH and the AR System Tools on the administrator s workstation and also on other workstations where you plan to install the SpectroGRAPH menu interface for the AR System Tools. See the SPECTRUM AR Systems Gateway Software Release Notice for specific information on system and software requirements for installation of the AR System Gateway software. To install SPECTRUM or the AR System, follow the installation instructions in the SPECTRUM Installation Guide and Remedy Corporation s documentation. Caution: Users with Solaris 2.6 will be unable to install aruser for version If you intend to upgrade to 4.02, your must first install 3.2 otherwise you will not see aruser and aradmin. A patch that significantly increases usability of aruser for Solaris 2.6 owners is available from Installation Install AR System Gateway in accordance with the instructions in the SPECTRUM Installation Guide. Solaris Log on to a workstation as root (superuser) and use the cd command to navigate to the directory where SPECTRUM is installed. NT Log on to a workstation as administrator (superuser) and use Windows NT Explorer to navigate to the folder where SPECTRUM is installed. 1 Insert the CD and start the installation using the procedures in the SPECTRUM Installation Guide. An Extraction Key dialog box appears. 2 Enter the Extraction Key code in the dialog box. AR System Gateway User s Guide Page 20

21 Installation Before Installation A SpectroINSTALL dialog box appears asking you for confirmation. 3 Press the OK button in the SpectroINSTALL dialog box to continue with the installation. Install evaluates your system resources and displays the results in a SPECTRUM Host Evaluation dialog box. If your system resources are adequate, click the OK button in the SPECTRUM zhost Evaluation dialog box. This displays an Installation Configuration dialog box similar to that shown in Figure 2. AR System Gateway User s Guide Page 21

22 Installation Before Installation Figure 2: Installation Configuration Dialog Box Mungo: Installation Configuration Install Installation Type Choices Re-link previously Installed components Locations Configuration Source Directory: /cdrom/install Target Directory: Target Ownership: japan:/usr/data/spectrum/5.2 Administrator Component Configuration Select all SpectroSERVER components Select all SpectroGRAPH components Select all external applications Total Disk Space Required: KB Enable custom script prompting Select the Select all SpectroGRAPH components options. Select Individual Components Windowing System Paths Lib Path: Toolkit Lib Path: /usr/openwin/lib /usr/dt/lib OK Reset Cancel Exit Help 4 Enter the appropriate information in the Installation Configuration dialog box. The fields change depending on your selections. 5 After entering the required information in the Installation Configuration dialog box, click the Select Individual Components button. AR System Gateway User s Guide Page 22

23 Installation Before Installation A Component Selection dialog box appears. See Figure 3. Figure 3: Component Selection and Selection Filters Dialog Boxes Component Selection Components Available for Installation: F Part Name Status Part Type Descriptive Name Version SS SG EXT KB + SA-REM1000 DIST ManMod AR System Gateway 5.2 Y 3191 Component Description This application combines the problem detection features of SPECTRUM with the problem resolution features of RemedyÕs Action Request System (AR System). Total KB of Disk Space Required: 3191 Expand All Collapse All Selection Filters Select All Deselect All OK Cancel Reset Exit Help Select Y in the SG status box. 6 Click the Part Name box in the Component Selection dialog box to make sure that the SG status box contains the letter Y. If the SG status box contains the letter N, click in the status box to change the N to Y. Note: In an SG only installation, the Landscape parameter is Undefined. The application will default to the first landscape in the VNM Landscape Map and a text message will be displayed by the application to the user. AR System Gateway User s Guide Page 23

24 Installation Before Installation 7 Click the OK button in the Component Selection dialog box to return to the Installation Configuration dialog box (see Figure 2). 8 In the Installation Configuration dialog box, click the OK button. A Main Location Server dialog box appears. 9 At the prompt, enter the host name of the Main Location Server and click the OK button. To set up this machine as the Main Location Server, enter the current host name. 10 After you click the OK button, an Installation Monitor dialog box appears. The Progress Meter in the Installation Monitor shows you how much of the installation has taken place. The Log field shows you the operations that are taking place. If SANM is installed on your system, the SANM enabled features are also installed. Caution: If you upgrade your AR System Gateway by installing SANM separately after importing the form, you must re-import the form before using the gateway, or unpredictable results may occur. ConÞrming the Installation After completing the installation process, check to make sure the AR System Gateway options are accessible in SpectroGRAPH. When you restart SpectroGRAPH, you should be able to see the following options: The AR System Filtering option in the SpectroGRAPH Tools menu. Show Trouble Tickets and Submit Trouble Ticket options in the Model menu of the Alarm Manager window. To confirm the AR System Gateway options: Start SpectroGRAPH, or exit and restart if it is already running. Select the Tools menu and make sure that you can select the Filtering option from the Tools menu as shown in Figure 4. AR System Gateway User s Guide Page 24

25 Installation Before Installation Figure 4: AR System Filtering Option File View Tools Help Options... Alarm Manager AR System Filtering Autodiscovery Data Export... Event Log MALT Reports SANM Policy Administrator Search Manager SpectroRx After checking for the AR System Filtering option, check for the Show Trouble Tickets and Submit Trouble Ticket Options. To confirm the Show Trouble Tickets and Submit Trouble Ticket options: 1 Open the Alarm Manager window (See Figure 5). 2 Select any model in the alarm field. 3 Pull down the Icon Subview menu by clicking on the right mouse button or click in the Model subview. The options Show Trouble Tickets and Submit Trouble Ticket are in the Icon Subview option list in the Alarm Manager window similar to Figure 5. AR System Gateway User s Guide Page 25

26 Installation Figure 5: Alarm Manager Trouble Ticket Options Before Installation Enterprise Alarm Manager:Main File View Model Alarms Troubleshooter Options Help Filter Sort Order Select All Ack Unack Clear Assign Unassign Ping Telnet MIB Tools What is Hints Rampage VNM System* ProbableCause Events* History* Alarm Status TroubleTicket ID Location Model Note RESIDUAL ALARMS EXIST SYMPTOMS There are residual alarms in the Landscape that existed prior to SpectroSERVER restart PROBABLE CAUSES Severity Date/Time Model Name Network Address Vendor Name Model Class Model Type Major Tue 01 Apr Rampage Aprisma Application VNM Minor Tue 01 Apr Swordfish Samsung Bridge GnCableModem Minor Tue 01 Apr PrairieDog Cisco Bridge GnHub Search Shown Filtered by: Severity, Landscape, Secondary Alarms Prev Next 3 of 3 Displayed Critical 0 Major 1 Minor 2 Displays the event for selected Alarm. Tabbed page is read-only Servers Clicking the Model menu pick will bring up this drop-down menu. Show and Submit Trouble Ticket options are available. Navigate Model Alarms Performance Notes Utilities Information Acknowledge SpectroRX Show Trouble Tickets Submit Trouble Ticket Device DevTop Device Performance Application AR System Gateway User s Guide Page 26

27 Setting Up AR System Gateway This section describes how to set up your system so the AR System and SPECTRUM can work together. Summary of Tasks Once you have installed all applications, you must then set up your system so that the AR System and SPECTRUM can work together. To do this: Depending upon what you decide to do, either: 1 Use the default SPECTRUM Trouble Ticket form, 2 Modify the default SPECTRUM Trouble Ticket form, or 3 Design your own form from scratch. Import your Trouble Ticket form into Remedy AR System. If you import the SPECTRUM Trouble Ticket form, the following active links are available: - SpectrumView With this active link, you see a Show SPECTRUM View button on the trouble ticket. This button enables you to bring up the SpectroGRAPH DevTop View for the device that is represented in the trouble ticket. - SimilarTickets With this active link, you see a Show Similar Tickets button on the trouble ticket. This button enables you to review prior solutions to the problem recorded in the trouble ticket. Define SPECTRUM as an AR System user so that AR System Gateway can generate trouble tickets for SPECTRUM alarms. Modify the AR System Gateway resource file,.arsgrc. See Customizing the Resource File. AR System Gateway User s Guide Page 27

28 Setting Up AR System Gateway Importing Definitions On NT, you must verify the System-Environment PATH variable and the Server List in the Windows NT Registry. Run the reconfig tool to verify (and if necessary, modify) the correct Remedy AR System installation directory path and Remedy AR System Server name. See The reconfig Tool. Note: If you upgrade your AR System Gateway by installing SANM separately after importing the SPECTRUM Trouble Ticket form, you must re-import the form before using the gateway, or modify the form by unmasking the fields marked with an asterisk (*) in Table 1. Importing DeÞnitions This section describes importing deþnitions on the NT and UNIX platforms. Note: You can modify the default SPECTRUM Trouble Ticket form (or use it as is ), or define your own form. Be sure to perform one of these tasks before importing your own form. The following instructions are for importing the default SPECTRUM Trouble Ticket form. UNIX From the administrator s workstation, follow these steps to import definitions of the SPECTRUM Trouble Ticket form and active links into the AR System: 1 Access the Remedy Administrator by going to the Command Line and running the executable remedy/bin/aradmin. Login as a user with administrator privileges. AR System Gateway User s Guide Page 28

29 Setting Up AR System Gateway Importing Definitions 2 In the Remedy Administrator Tool, select Import from the File menu. 3 This displays the window. See Figure 6. Figure 6: File Selection Window 4 In the File Selection window, use the Filter button to navigate to the AR System Gateway directory. 5 Then select SpectrumForm and press the OK button. 6 An Import Definitions window appears. The schemas and active links that you can import are listed in this window. See Figure 7. The Import Definitions window enables you to select all or some files. The active links are optional features so you do not have to import them. However, you must import either the SPECTRUM Trouble Ticket form or your own form. AR System Gateway User s Guide Page 29

30 Setting Up AR System Gateway Importing Definitions Figure 7: Import Definitions Window Import Definitions--zero SCHEMAS SPECTRUM Trouble Ticket ACTIVE LINKS SimilarTickets SpectrumView Import All Filename /usr/data/spectrum/ars_gateway/spectrum Apply Select File Dismiss 7 Select the files you want to import in one of the following ways: To import all files, select the Import All button. To select individual files, click on the button beside the file name. 8 Press Apply. A message appears in the Import Definitions window indicating that the files have been imported. 9 Press Dismiss to exit the Import Definitions window. AR System Gateway User s Guide Page 30

31 Setting Up AR System Gateway Windows NT Importing Definitions From the administrator s workstation, follow these steps to import definitions of the SPECTRUM Trouble Ticket form, and active links into the AR System: 1 Access the Remedy Administrator by going to the Start button, selecting the Action Request System submenu, and then clicking Administrator Tool. 2 Open the server by clicking on the plus sign (+) in front of the name in the server window. This displays everything related to that server. 3 Select Import Definitions from the Tools menu. This displays the Import File window. See Figure 8. 4 Look in the AR System Gateway installation folder. Figure 8: Import File Window AR System Gateway User s Guide Page 31

32 Setting Up AR System Gateway Importing Definitions 5 For the Files of type field, select All Files (*.*). 6 Select SpectrumForm. 7 Click the Open button. This displays the Import Definitions window. See Figure 9. Figure 9: Import Definitions Window The forms and active links that you can import are listed in the Import Definitions window. The Import Definitions window enables you to select all or some files. The active links are optional features, so you do not have to import them. However, you must import the SPECTRUM Trouble Ticket form (or your own form). 8 Select the items you want to import in one of the following ways: AR System Gateway User s Guide Page 32

33 Setting Up AR System Gateway Importing Definitions To import all the items, check the Select All Items box in the lower left corner and then click the Import button. To select individual files: 1 Select a tabbed folder. 2 Click the desired files in each tabbed folder. 3 Click the Add button after each selection. If the server window is open and the Forms/Active Links are displayed, you will see the items added as you add them. 4 Click the Import button or click the Cancel button to exit the Import Definitions window. 5 To exit from the Remedy Administrator, select Exit from the Remedy Administrator File menu. Modifying the SPECTRUM Trouble Ticket Form If you want to customize SPECTRUM trouble tickets for your particular needs, you can modify the SPECTRUM Trouble Ticket form with the Remedy Administrator. Before you make changes to the SPECTRUM Trouble Ticket form: 1 Make a backup copy of the existing form for safekeeping. 2 Turn off the Automatic Trouble Ticket Generator so that trouble tickets are not generated while you are making changes to the form. See Stopping the Automatic TroubleTicket Generator. For instructions on modifying any form, refer to Remedy Corporation s Action Request System documentation. Also see the next two sections, What You Can Change and What You Should Not Change. What You Can Change The SPECTRUM Trouble Ticket form contains the fields that have field ID values listed in Table 1. You can change the following field properties: AR System Gateway User s Guide Page 33

34 Setting Up AR System Gateway What You Should Not Change Any field s display properties Any field s color properties Help text Change history Attributes In addition: You can hide any fields in the display that you do not want to see. You can delete or hide any unneeded fields. You can add new fields. The AR System Gateway will add field ID values dynamically. Special Considerations for Attributes Note: If you change the attribute values for fields of data type selection, the new values must correspond directly with the old values, and you must keep the same number of values. What You Should Not Change Do not change the following: Any field s database properties. Any field s permissions properties. Caution: Changing any field s database or permissions properties may cause unpredictable results. AR System Gateway User s Guide Page 34

35 Setting Up AR System Gateway Defining Your Own Trouble Ticket Form DeÞning Your Own Trouble Ticket Form You have the option of defining your own form should you choose not to use the SPECTRUM Trouble Ticket form supplied with the product. To use the Gateway with your own form design, you must change the $SPECROOT/ars_gateway/.arsgrc resource file parameters to include your new form name (FORM_NAME). You must also add your form field ID numbers to the fields that the new form uses in that file. You must comment out or leave blank the field ID parameters not used. Some fields are required by Remedy and must not be commented out. They are identified by their small Field ID numbers. See Table 1 for a description of all available fields. Table 1: Form Field Options Field Data Type Length or Values Entered By Description and resource Þle parameter Field ID Age * Integer n/a Gateway Length of time (seconds) alarm aged before reporting Trouble Ticket. (AGE_FIELD_ID) Acknowledged Selection False True Gateway Acknowledged flag for the model for which the alarm was generated. (ACKNOWLEDGED_FIELD_ID) Alarm Time Date/Time n/a Gateway When SPECTRUM generated this alarm. (ALARM_DATE_TIME_FIELD_ID) Alarm ID Integer n/a 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) Alarm Status Character 255 Gateway Alarm Status. (ALARM_STATUS_FIELD_ID) AR System Gateway User s Guide Page 35

36 Setting Up AR System Gateway Defining Your Own Trouble Ticket Form Table 1: Form Field Options (Continued) Field Data Type Length or Values Entered By Description and resource Þle parameter Field ID 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, Mainten ance, Suppres sed Gateway SPECTRUM alarm severity. (CONDITION_FIELD_ID) 13 Create-date Date/Time n/a AR System When this action request was submitted 3 Current Status Selection New Gateway Assigned User Fixed Rejected Closed 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 Entry-ID Character 15 AR System Unique ID for this action request 1 History of Problem Diary n/a 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) AR System Gateway User s Guide Page 36

37 Setting Up AR System Gateway Defining Your Own Trouble Ticket Form Table 1: Form Field Options (Continued) Field Data Type Length or Values Entered By Description and resource Þle parameter 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) Model Handle Character 10 Gateway Model handle of the model for which the alarm was generated. (MODEL_HANDLE_FIELD_ID) Model Type Handle Character 10 Gateway Model type handle of the model for which the alarm was generated. (MODEL_TYPE_HANDLE_ FIELD) 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) AR System Gateway User s Guide Page 37

38 Setting Up AR System Gateway Defining Your Own Trouble Ticket Form Table 1: Form Field Options (Continued) Field Data Type Length or Values Entered By Description and resource Þle parameter Field ID Modified-date DateTime n/a AR System When this action request was last modified 6 Notific-ation 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. 11 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 Spectro- SERVER Node Character 255 Gateway Security string for the model for which the alarm was generated. SECURITY_STRING_FIELD_ID 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/Pro bable Cause Character max Gateway SPECTRUM s description of probable alarm cause. (CAUSE_TEXT_FIELD_ID) AR System Gateway User s Guide Page 38

39 Setting Up AR System Gateway Setting Up the SPECTRUM User Table 1: Form Field Options (Continued) Field Data Type Length or Values Entered By Description and resource Þle parameter Field ID Probable Cause 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 * This parameter is available only in SANM-enabled environments. Setting Up the SPECTRUM User AR System Gateway uses the user name SPECTRUM to perform trouble ticket submits. For automatic and manual trouble ticket generation to succeed, you must first define SPECTRUM as an AR System user so that the AR System can generate trouble tickets for SPECTRUM alarms. Follow these steps to define SPECTRUM as a new AR System user: 1 Access the Remedy User by going to the Start button for NT or the Command Line for Solaris, selecting the Action Request System, then clicking Remedy User. This displays the Remedy User window. 2 Select Login from the Remedy User Tools menu. This displays the Login window. Type your user name and password (or type Demo as the user name [no password]) and click OK. The Login window closes. 3 From the File menu of the Remedy User window, select Create a New, then select More Forms. This displays the New Forms window, which contains a list of available forms. 4 Select User from the New Forms window and click OK. This displays the New User window. 5 In the Login name field of the New User window, type the name SPECTRUM (in uppercase letters). AR System Gateway User s Guide Page 39

40 Setting Up AR System Gateway NT Setup Verification 6 In the Full Name field, enter the full name for your SPECTRUM AR System Gateway service (SPECTRUM AR System Gateway is a good choice) and in the Creator field, enter your user name (or Demo). You can enter any name here; just do not leave the field empty. 7 Select a Group List with administrative privileges. 8 In the Password field, if desired, enter a password. This is an optional field. Remember that if you give the SPECTRUM user a password, you must use that password whenever you start the Automatic Trouble Ticket Generator, or manually submit trouble tickets. 9 For the License Type, click the Fixed button. 10 Click the Save button. To exit from Remedy User, select Exit from the File menu of the Remedy User, or first click on the control box and close the Submit window and then select File=>Exit from the Remedy User window. Note: Information that you must enter has bold headers on the screen. Other fields are optional. Fill in the fields as described in the following steps. For more information about passwords and Group permissions, see Remedy s AR System documentation. NT Setup VeriÞcation After you install AR System Gateway on an NT system, you need to do the following: Verify the AR installation folder (default C:\Program Files\Remedy) is in the system Path variable. Verify the Server List in the Windows NT Registry. AR System Gateway User s Guide Page 40

41 Setting Up AR System Gateway Verifying the System Path Variable NT Setup Verification To verify that the AR System installation folder is in the System Path variable, do the following: 1 Click the Start button and select Programs. 2 From the program selections, select Windows NT Explorer. 3 In the Explorer window, scroll down to Control Panel and click it. This displays the contents of the Control Panel. 4 Double click System contained in the Control Panel contents. This displays the System Properties window. 5 In the System Properties window, click the Environment tab. This displays a system window similar to that shown in Figure In the System Variables box, scroll to the Path variable (the variables are in alphabetical order) and select it. 7 In the Value box (at the bottom of the window), append the following to the end of the Path variable, if it is not already present: C:\program files\remedy Note: This is the default location of the AR System installation folder. If the AR System installation folder is in another location, then you must edit this value accordingly. 8 Click the Set button and then the OK button. This sets the new value to the variable and closes the System Properties window. 9 Exit the Explorer by clicking the X box in the upper right corner of the window. AR System Gateway User s Guide Page 41

42 Setting Up AR System Gateway NT Setup Verification Figure 10: System Properties Window Verifying the System List in the Windows NT Registry. See the Remedy AR System documentation for information about the Server List required in the Windows NT Registry. If the Server List exists, then verify that your Remedy AR System Server is listed. If the list does not exist, then create a new entry for your Remedy AR System Server. AR System Gateway User s Guide Page 42

43 Alarm Filtering This section describes the alarm Þltering that is available with the AR System Gateway Automatic Trouble Ticket Generator (arsgated). Two Types of Filtering With SPECTRUM, you can get two independent types of alarm filtering: Base-Level Filtering: the default alarm filtering that comes with the SPECTRUM AR System Gateway software described in this section. This is the default alarm filtering that AR System Gateway software provides. Advanced-Level (Policy-Based) Filtering: the alarm filtering that comes with the SPECTRUM Alarm Notification Manager (SANM) software described in the SPECTRUM Alarm Notification Manager (SANM) User s Guide. SANM-enabled filtering does more for you than the default AR System Gateway installed filtering. SANM Policy-based filtering adds to your filtering system the options of scheduling and managing alarms on a distributed network. Note: If you have SANM installed on your system, the SANM policies replace the AR System Gateway base-level filter (e.g., Policy Administrator replaces Alarm Filtering). AR System Gateway Filtering The AR System Gateway s Automatic Trouble Ticket Generator (arsgated) process constantly monitors SPECTRUM alarms. When you first install the AR System Gateway, the only filter entry is all:all:all:all:0, which indicates that the Automatic Trouble Ticket Generator will create trouble AR System Gateway User s Guide Page 43

44 Alarm Filtering AR System Gateway Filter Criteria tickets for all alarms. If there are many alarms on a network, you may want to limit the number of trouble tickets that are generated. The AR System Gateway enables you to do this. The Alarm Filtering window allows you to define filter criteria so that the AR System generates trouble tickets only under specified conditions. The AR System Gateway allows you to filter alarms based on the following five criteria: Model Name the unique name assigned to the model by the user. Severity the alarm severity, either CRITICAL, MAJOR, MINOR, INITIAL, MAINTENANCE, SUPPRESSED,or all. Probable Cause ID the hexadecimal number assigned to the alarm cause. Model Type the model type of the device. Alarm Age the length of time AR System Gateway should wait before generating an alarm. AR System Gateway 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. The examples in Table 2 show you how to read some sample entries from the AR System Gateway Filter. Table 2: AR System Gateway Filter Examples Filter all:all:all:all:0 all:all:all:all: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. AR System Gateway User s Guide Page 44

45 Alarm Filtering AR System Gateway Filter Criteria 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:ws_sun:5 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 stands for invalid IP address.) Show trouble tickets for all Critical alarms that are not cleared in 60 minutes. Show trouble tickets for all Critical alarms having to do with any Cisco router immediately. Show trouble tickets for Critical alarms having to do with the Sun workstation named zeus that haven t been cleared in 5 minutes. When you work with filters, remember the following rules: If two filters apply to the same alarm, the gateway uses the lesser value for the Alarm Age. For example, if you have created two filters, all:critical:all:ws_sun:0 and zeus:critical:all:ws_sun:5, and SPECTRUM detects an alarm on a Sun workstation named zeus, then a trouble ticket is generated immediately because 0 is less than 5. If you want to generate trouble tickets for different severity of alarms for the same device, you must create two or more filter entries: for example, one with a MAJOR severity, the other with a MINOR severity. AR System Gateway User s Guide Page 45

46 Alarm Filtering How to Add or Edit a Filter Entry How to Add or Edit a Filter Entry Note: The following directions apply to base-level AR System Gateway only. For information on adding or editing filter entries if you have advanced-level (SANM-enabled) AR System Gateway, see the SPECTRUM Alarm Notification Manager (SANM) User s Guide. To access the Alarm Filtering window, follow these steps: 1 From the Tools menu in any SpectroGRAPH View window, select Alarm Filtering. The Alarm Filtering window appears. If you have just installed the AR System Gateway, the filter field contains the default filter as shown in Figure 11. AR System Gateway User s Guide Page 46

47 Alarm Filtering How to Add or Edit a Filter Entry Figure 11: Alarm Filtering Window The Alarm Filtering window contains the buttons and File menu options as shown in Table 3. Table 3: Alarm Filtering Window Buttons and Options Add Edit Delete Set/Exit Click on the Add button/option to create a new filter entry. When you click on Add, the Add Entry window appears. Click on the Edit button/option to edit the highlighted entry. When you click on Edit, the Edit Entry window appears. 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. AR System Gateway User s Guide Page 47

48 Alarm Filtering How to Add or Edit a Filter Entry 2 If you are adding a new filter entry, click on the Add button or pulldown menu option. If you are editing an entry, highlight the entry and click on the Edit button or pull-down menu option. The Add Entry or Edit Entry window appears. The two windows contain similar fields and buttons, the principal difference being that the edit windows will be filled in with existing values, and the add window will have empty fields. See Figure 12. Figure 12: Edit Entry and Add Entry Windows 3 Enter the appropriate information in the filter criteria fields. Remember that if you leave the fields empty, the entry reverts to its default. The default for Model Name, Severity, Probable Cause ID, and Model Type is all. The default for Alarm Age is 0 (zero). Model Name must be typed exactly as it appears in SpectroGRAPH. Available severity criteria options are CRITICAL, MAJOR, MINOR, INITIAL, MAINTENANCE, SUPPRESSED, and all. You cannot put two criteria in the same field. Create a second filter entry instead. AR System Gateway User s Guide Page 48

49 Alarm Filtering How to Add or Edit a Filter Entry Probable Cause ID must be a hexadecimal value. Model Type must be typed exactly as it appears in SpectroGRAPH. Alarm Age can range from 0 minutes to 1440 minutes (24 hours). Caution: If the SpectroSERVER and the AR System server reside on different nodes, and the clocks on those nodes 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. 4 When you have entered the correct information, click on the Add button. If you have entered invalid information, the program prompts you to correct the entry. Make your corrections, then press Add again. The Add Entry/Edit Entry window closes and returns you to the Alarm Filtering window. The new or edited entries now appear in alphabetical order in the entry field. See Figure 13. AR System Gateway User s Guide Page 49

50 Alarm Filtering Figure 13: How to Add or Edit a Filter Entry Alarm Filtering Window with Multiple Entries 5 Click on the Set/Exit button or menu option to register the entries with the Automatic Trouble Ticket Generator and close the window. The Automatic Trouble Ticket Generator will now generate trouble tickets according to the criteria specified in the Alarm Filtering window. AR System Gateway User s Guide Page 50

51 Alarm Filtering About Probable Cause IDs Note: When the AR System Gateway generates a trouble ticket, it doesn t automatically acknowledge the SPECTRUM alarm. You still need to do that in SpectroGRAPH s Alarm Manager. You can acknowledge all alarms on a device from the Systems Gateway by accessing the Acknowledge menu pick from the Icon Subview menu. If you attempt to invoke Alarm Filtering while the filter is already running, a popup window will appear displaying the message, AR System Gateway Filter is already running!, and the Alarm Filtering window will not display. If you aren t running the Alarm Filter, then to fix the problem, first remove the $SPECROOT/ars_gateway/filterc.LOCK file, then re-invoke Alarm Filtering. The Alarm Filtering window displays. About Probable Cause IDs Probable Cause ID files are in the <$SPECROOT>/CsPCause directory. Any time you need to know what a particular Probable Cause ID means, you can open the Probable Cause ID file and view the text associated with the code. The file name of the Probable Cause ID consists of the characters Prob with the hexadecimal probable cause ID number (in an 8 digit format) appended to it. Include the appropriate number of leading zeros in the probable cause ID so that it becomes 8 digits in length. For example, the Probable Cause ID is in a file named Prob Let us assume you want to find the meaning of the Probable Cause ID To open the Probable Cause ID file, follow these steps: 1 Navigate to the <$SPECROOT>/SG-Support/CsPCause directory. a b On UNIX, type: cd /<$SPECROOT>/SG-Support/CsPCause On NT, use the Windows NT Explorer. 2 Open the Probable Cause ID file. AR System Gateway User s Guide Page 51

52 Alarm Filtering About Probable Cause IDs a On UNIX, type: vi Prob b On NT, double-click on the file to open it with Notepad. The following information in Figure 14 is displayed: Figure 14: 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. AR System Gateway User s Guide Page 52

53 Automatic Trouble Ticket Generation This section shows you how to start and stop the Automatic Trouble Ticket Generator, and describes startup options. Starting the Automatic Trouble Ticket Generator Beginning with Version 6.0, the first instance of the Automatic Trouble Ticket Generator utilizes processd and opens automatically with the startup of the local machine, as long as processd detects Remedy in the Registry. Once you have completed the procedures outlined in the two previous sections, you are ready to start second and any subsequent instances of the Automatic Trouble Ticket generator using arsgated if you so desire. You can launch the AR System Gateway with the arsgated command alone or with various options, some of which are SANM-enabled. To manually start subsequent instances of the Automatic Trouble Ticket generator, follow these steps: 1 Navigate to the directory where you installed the AR System Gateway. Type the following, replacing <$SPECROOT> with your SPECTRUM installation directory name: cd <$SPECROOT>/ars_gateway 2 Start the Automatic Trouble Ticket Generator in one of the following ways: If you are working with the base level Gateway, use the options in the following format: AR System Gateway User s Guide Page 53

54 Automatic Trouble Ticket Generation Stopping the Automatic TroubleTicket Generator arsgated [-p <password>] [-r <resource file>] SANM If you are working with the SANM-enabled Automatic Trouble Ticket Generator, use any combination of options in the following format: arsgated [-p <password>] [-r <resource file>] [-n <application name>] [-tl details summary [-tn <trace file name>] [-ts <size>]] Stopping the Automatic TroubleTicket Generator The AR System Gateway will run continuously until the application is terminated. To stop the Automatic Trouble Ticket Generator, type one of the following commands in the arsgated window: UNIX The recommended method of stopping the Generator is to use processd.sh in the first instance. Also permissible are the following: If the arsgated is running in the foreground: Control-C If the arsgated is running in the background: NT kill -2 <PID> 1 Open the Windows NT Task Manager. 2 Highlight the Automatic Trouble Ticket Generator service. 3 Click the End Task button, then close the Task Manager. AR System Gateway User s Guide Page 54

55 Automatic Trouble Ticket Generation Stopping the Automatic TroubleTicket Generator Figure 15: arsgated Command arsgated arsgated [-p <password>] [-r <resource file>] arsgated [-p <password>] [-r <resource file] [-n <application>][-tl summary details [-tn <trace file>] [-ts <size>]] -p This option allows you to specify a password other than that in the resource Þle. If a password is required and not speciþed on the command line with the -p option or in the resource Þle, the user will be prompted for the password. -r This option allows you to specify a resource Þle other than the default resource Þle.arsgrc. SANM SANM SANM SANM -n This option allows you to override the APPLICATION parameter in the resource Þle and specify a unique name for each instance of the AR System Gateway process, such as ARS Gateway1 or ARS Gateway2. This option enables you to launch multiple instances of the AR System Gateway process and to execute unique policies with each instance of the process. If you have not assigned a value to the APPLICATION parameter, you must use the -n option at startup. This option is available only if you have SANM. -tl This option allows you to turn on tracing at the speciþed levelñeither summary or details. This option helps you debug SANM policies by creating a summary or detailed trace for these policies. A summary trace Þle contains a list of the alarms that were sent to the application. A detailed trace Þle contains both a description of the alarms that occurred and the reasons why each alarm passed or failed the current alarm notiþcation policy. This trace option is available only if you have SANM. -tn This option (available if you use the -tl option) allows you to specify the name of the trace Þle. Unless you specify the trace Þle name with the -tn option, the AR System Gateway process creates the trace Þle in the trace subdirectory and gives the trace Þle a name consisting of the application name with the date appended to it (ARS_Gateway_022800, for example).this trace option is available only if you have SANM. -ts This option (available if you use the -tl option) allows you to specify the number of lines in the trace Þle. The application writes this number of lines to the Þle and then wraps around to the beginning of the Þle. Entries are numbered sequentially and there is an ÒEND OF TRACEÓ line after the last entry in the Þle. If you do not use this option, the default number of lines is 10,000. This trace option is available only if you have SANM. AR System Gateway User s Guide Page 55

56 Using the AR System Gateway This section describes accessing and using the AR System Gateway options and buttons. These are the features that the AR System Gateway adds to SPECTRUM and the AR System. The section does not describe AR System Gateway procedures. For explanations about the AR System, refer to RemedyÕs AR System Documentation. How To Access AR System Gateway Options You can access AR System Gateway options from the SPECTRUM trouble ticket, the Icon Subview menu in SPECTRUM Alarm Manager, and the SpectroGRAPH Tools menu. These are the AR System Gateway options as they appear in the different locations: SpectroGRAPH Tools menu - AR System Filtering option At the bottom of the SPECTRUM trouble ticket: - The Show SPECTRUM View button - The Show Similar Tickets button In the Icon Subviews menu in SPECTRUM Alarm Manager: - The Show Trouble Tickets option - The Submit Trouble Ticket option - The AR System Filtering option AR System Gateway User s Guide Page 56

57 Using the AR System Gateway Accessing the AR System Filtering option from SpectroGRAPH Accessing the AR System Filtering option from SpectroGRAPH To access the Alarm Filtering option, in SpectroGRAPH pull down the Tools menu and select AR System Filtering as shown in Figure 16. Figure 16: Accessing AR System Filtering from SpectroGRAPH File View Tools Help Options... Alarm Manager AR System Filtering Autodiscovery Data Export... Event Log MALT Reports SANM Policy Administrator Search Manager SpectroRx AR System Gateway User s Guide Page 57

58 Using the AR System Gateway Show SPECTRUM View and Show Similar Tickets Buttons Alarm Filtering SANM Base Level The Alarm Filtering option enables base level users to define the criteria for filtering alarms so that the Automatic Trouble Ticket Generator (arsgated) generates trouble tickets only under specified conditions. The AR System Gateway allows you to filter alarms based on Model Name, Severity, Probable Cause ID, Model Type, and Alarm Age. When you click on the Alarm Filtering option, the Alarm Filtering window appears. Advanced Level SANM-enabled AR System Gateway allows users a greater degree of alarm filtering through SPECTRUM Alarm Notification Manager s Policy Administrator. For more information about the Policy Administrator, see the SPECTRUM Alarm Notification Manager (SANM) User s Guide. Show SPECTRUM View and Show Similar Tickets Buttons The Show SPECTRUM View and Show Similar Tickets buttons are optional features of the AR System Gateway s SPECTRUM Trouble Ticket. You will not see these buttons unless you have already imported the SPECTRUM View and Similar Tickets active links into the AR System as described in Summary of Tasks. If you have imported the active links, you will find the Show SPECTRUM View and Show Similar Tickets buttons at the bottom of the SPECTRUM Trouble Ticket. See Figure 17. If you do not see the buttons on the trouble ticket, you may have to scroll up the center pane of the trouble ticket or elongate the window until the buttons come into view. AR System Gateway User s Guide Page 58

59 Using the AR System Gateway Show SPECTRUM View and Show Similar Tickets Buttons Use the buttons in the following ways: Show SPECTRUM View Press the Show SPECTRUM View button to quickly access the SPECTRUM DevTop View of the device. From there you can navigate to the Alarm Manager and all other SPECTRUM views. Show Similar Tickets Press the Show Similar Tickets button to see other tickets that have a similar Probable Cause. When you press this button, a Resolution pop-up window appears, containing information about how the problem was resolved. You can click on the Next or Previous (UNIX) or Show Similar Tickets (NT) buttons, if applicable, at the bottom of the Trouble Ticket and view the Resolution windows for all the trouble tickets that have a similar Probable Cause. These buttons are located in the SPECTRUM Trouble Ticket window. Open the SPECTRUM Trouble Ticket window in one of the following ways: NT: From the NT Start menu, navigate to Programs=> Action Request System=> AR User. The Remedy User appears. In the Remedy User select File menu=>search For=>Select More Forms option. This brings up the Find Forms window. In the Find Forms window select SPECTRUM Trouble Ticket. Or, in the Alarm Manager highlight a specific model in the list of models with alarms. Click and press the right mouse button on the model s icon to display the Icon Subview menu. Then select the Show Trouble Tickets option. The AR System Query List appears displaying the Trouble Tickets associated with that model. Select a specific trouble ticket. AR System Gateway User s Guide Page 59

60 Using the AR System Gateway Show SPECTRUM View and Show Similar Tickets Buttons Figure 17: Show SPECTRUM View and Show Similar Tickets Buttons (UNIX) Display: SPECTRUM Trouble Tickets (platinum) File Edit View Tools Action Window Search Advanced These fields are only for users with Solaris 2.6 patch. It is not supported with Solaris 2.7 Entry-ID Alarm ID Alarm date/time Submitter /28/00 10:18:02 Marx Create-date Last-modified-by Modified-date Assigned-to 03/25/00 14:12:50 SPECTRUM 03/28/00 11:10:11 Alex P Notification data Marx Assignment- Priority Low High Medium Two additional Fields Model name Model type IP address Landscape SpectroSERVER node platinum VNM x3c platinum Severity Notify-method Critical Major Minor None Initial Suppressed Maintenance Notifier Probable Cause Code (0x0) New Assigned Location Boston Current status Fixed Closed Rejected Symptom/probable cause RESIDUAL ALARMS EXIST Problem detail These 4 alarms no longer exist because Problem history Related to Resolution Check the status of all devices that this one is connected to Show SPECTRUM View Show Similar Tickets AR System Gateway User s Guide Page 60

61 Using the AR System Gateway Show SPECTRUM View and Show Similar Tickets Buttons Note: Some model types do not have a DevTop View. In this case, when you click on the Show SPECTRUM View button, AR System Gateway displays the Device View. If the model does not have a Device View, AR System Gateway displays a DLM_Agent model type. The Show SPECTRUM View Button Click on the Show SPECTRUM View button to quickly access a SPECTRUM DevTop View window, similar to that shown in Figure 18. The SPECTRUM DevTop View window displays the device for which the trouble ticket was generated and provides access to all other SPECTRUM views such as Alarm Manager, Performance View, and Event View. The AR System Gateway uses the IP address of the device in the trouble ticket to identify the device in SPECTRUM. Therefore, if your model is a landscape and does not have an IP address, the Show SPECTRUM View button will not function, but will display an error message in a pop-up window. Additionally, if there are multiple devices with the same IP address, only the first device found will be displayed. AR System Gateway User s Guide Page 61

62 Using the AR System Gateway Show SPECTRUM View and Show Similar Tickets Buttons Figure 18: SPECTRUM DevTop View The Show Similar Tickets Button Click the Show Similar Tickets button to see other tickets that have a similar Probable Cause. You can select Actions=>Next or Previous or the arrow buttons to see tickets. AR System Gateway User s Guide Page 62