AppPulse Active. User Guide March 2016

AppPulse Active User Guide March 2016

Legal Notices Warranty The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HPE shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted Rights Legend Confidential computer software. Valid license from HPE required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice Copyright 2014-2016 Hewlett Packard Enterprise Development LP Trademark Notices Google is a trademark of Google Inc. ipad is a trademark of Apple Inc. Java is a registered trademark of Oracle and/or its affiliates. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. AppPulse Active Page 2 of 73

Contents Welcome to AppPulse Active 4 Part 1: Getting Started 5 Chapter 1: Getting Started with AppPulse Active 6 Part 2: Setup 7 Chapter 2: Create Applications 8 Chapter 3: Create Monitor Transactions 10 Chapter 4: Create Script Transactions 17 Chapter 5: Set Up Service Level Agreement 22 Chapter 6: Create Alerts 25 Chapter 7: Dynamic Thresholds 27 Chapter 8: Downtime 29 Chapter 9: Private Locations 30 Chapter 10: Real Device Monitoring 34 Chapter 11: Support Matrix 36 Chapter 12: Manage User Roles 37 Part 3: Using AppPulse Active 38 Chapter 13: Dashboard (Home Page) 39 Chapter 14: Schedule Reports 42 Chapter 15: Overview Report 44 Chapter 16: Status Over Time 46 Chapter 17: Location Map 50 Chapter 18: Location Isolation 52 Chapter 19: Transaction Isolation 55 Chapter 20: Layer Isolation 57 Chapter 21: Component Breakdown 59 Chapter 22: SLM (Service Level Management) 61 Chapter 23: Failure Log 63 Chapter 24: SLA Alert Log 65 Chapter 25: Alert Log 66 Chapter 26: Use FTP Extract 68 Part 4: Integrations 71 Chapter 27: Integrations with Other Products 72 Send Documentation Feedback 73 AppPulse Active Page 3 of 73

Welcome to AppPulse Active AppPulse Active monitors applications across traditional, mobile, virtualized, and cloud environments and proactively collects performance and availability information to provide a comprehensive view of application availability and performance as seen from your end-user s perspective. This guide covers the following topics: "Getting Started" on page 5 Describes how to get started with AppPulse Active, and provides links to videos that will help you learn how to work with AppPulse Active. "Setup" on page 7 Describes how to set up AppPulse Active to monitor you applications and make sure they are performing to expectations. "Using AppPulse Active" on page 38 Describes how to proactively view the status of applications in the Home page (Dashboard), and to isolate problems by viewing the various reports. "Integrations" on page 71 Describes the integrations supported by AppPulse Active. AppPulse Active Page 4 of 73

Part 1: Getting Started AppPulse Active Page 5 of 73

Chapter 1: Getting Started with AppPulse Active 1. Create your application. 2. Create one or more monitor transactions or script transactions for your application. 3. You can set up Service Level Agreements to determine availability and performance thresholds. 4. If you want to be notified when thresholds are breached, you can define alerts that automatically send emails when those events occur. Tip: Watch the following video for an introduction to AppPulse Active (http://youtu.be/yhzvswsygim). Watch the following video to find out how to get started with AppPulse Active (http://youtu.be/6174uo13jc4). AppPulse Active Page 6 of 73

Part 2: Setup AppPulse Active Page 7 of 73

Chapter 2: Create Applications The following steps describe how to create a new business application for monitoring. An application can include transactions, alerts, and service level management that are reported together. By default you can have up to 30 applications in AppPulse Active. To change the maximum number of applications allowed by the system, click Contact Us to open a support ticket (requires a user account). 1. To create a new application, click Settings > Application Settings and click Add Application. Alternatively, on the Home Page, at the end of the list of applications, click. 2. To modify an existing application, on the Home page click Options and then click Settings. Alternatively, click Settings > Application Settings and select an application from the list at the top of the window. 3. Enter or modify any of the following application settings: Application Name: The name of the application that is displayed on reports and in the list of applications. Active Monitoring: Used to temporarily disable the application. Time Zone: The time zone used for aggregating data in reports. Frequency: How often each transaction in the application should run. The frequency applies to all transactions in all locations. The first time you assign a transaction to the application it runs two minutes after it is created. It then continues to run based on this frequency. You can select one of the default values or enter a value between 10 and 1440 minutes (24 hours). Downtime Settings: Planned time when the application will be down and should not report activity. For details, see "Downtime" on page 29. Locations: Select at least one location (public or private) from which to monitor the application. AppPulse Active Page 8 of 73

Chapter 2: Create Applications For details of the available public locations and their IP address, contact a sales representative. You may require this information for security or filtering purposes. For example: o o To filter out synthetic transactions on applications that are monitored by Real User Monitor. To make security resources aware that automated queries from these IP addresses to your internal applications are not a threat. Locations with a name that ends with _mobile simulate access to the application through a mobile carrier. Private Locations: Use private locations to monitor your internal applications, or to monitor public applications from sites within your organization. For details on using private locations, see "Private Locations" on page 30. For a list of supported POP Protocols, see "What Public POP Protocols are supported?" on page 20. Additional POP protocols can be created to meet your specific needs. For further information, contact a sales representative. Default Performance Static Thresholds: The default performance threshold to be used for new transactions. If the application has a static threshold, you can set a different threshold for individual transactions in the application. or Performance Dynamic Thresholds: A dynamic threshold is based on standard deviation from a baseline generated by the system based on performance at different times of the day. If an application has a dynamic threshold, you cannot modify the threshold for individual transactions in the application. For details, see "Dynamic Thresholds" on page 27. Availability: The default number of seconds above which an application is defined as Critical or Failed in availability reports and alerts. 4. Click Save to save the configuration. 5. Create at least one transaction for the application. For details, see "Create Monitor Transactions" on page 10 or "Create Script Transactions" on page 17. 6. If required, create alerts for the application. For details, see "Create Alerts" on page 25. Note: When you create a new application, default availability and performance alerts are automatically created. AppPulse Active Page 9 of 73

Chapter 3: Create Monitor Transactions Once you have created an application, you can create various types of monitor transactions, and add them to the application. "How to Create a URL Monitor" below "How to Create a Ping Monitor" on page 12 "How to Create a Port Network Monitor" on page 13 "How to Create a DNS Network Monitor" on page 14 "How to Create an FTP Monitor" on page 15 Note: For details on creating and loading prerecorded script transactions, see "Create Script Transactions" on page 17. How to Create a URL Monitor A URL Monitor transaction tests that the system is able to connect to a designated URL. How to Create a URL Monitor: 1. To Create a URL monitor, click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Transactions. 3. Click the plus sign (+) at the top of the list of transactions and select URL Transaction. 4. Enter the required information (as described below) and click Create. Name URL Performance SLA Enter a meaningful name for the transaction. The full URL to be monitored. The URL must begin with http:// or https://. The number of seconds at which the monitor should no longer be considered "Ok", and the number of seconds above which the monitor should be considered "Critical". The range between "Ok" and "Critical" is automatically considered "Minor". To generate SLA reports for the transaction, set SLA Setings to On and enter the availability and performance thresholds. AppPulse Active Page 10 of 73

Chapter 3: Create Monitor Transactions Use Secure Login Text Validation If the URL requires authentication, set Use Secure Login to On and enter the required user name and password. If you want to test the URL based on text which should be present, or should not be present in the URL, set Enable text validation to On and configure the following: Text Location. Select whether the transaction should search for the text in the HTML source file or on the screen (the text that appears in the browser window). Note: If you select In source file, the search is made for text strings as they appear in the HTML source code. Text strings should not include hard returns or special characters. Search for. The required text string to search for. Search Rule. Specify whether the text should exist or not exist for the transaction to be considered successful. Frequently Asked Questions How does the URL Monitor work? The URL monitor is used to monitor a specified Web page to verify that it can be retrieved. When the URL monitor retrieves a Web page, it retrieves the page's contents. A successful page retrieval is an indication that your Web server is functioning properly. What should I monitor? You can create URL monitors to watch pages that are critical to your Web site (such as your home page), pages that are generated dynamically, and pages that depend on other applications to work correctly (such as pages that use a back-end database). The goal is to monitor a sampling of every type of page you serve to check that things are working. There is no need to verify that every page of a particular type is working correctly. When you choose which pages to monitor, select pages with the lowest overhead. For example, if you have several pages that are generated by another application, monitor the shortest one with the fewest graphics. This puts less load on your server while still providing you with the information you need about system availability. AppPulse Active Page 11 of 73

Chapter 3: Create Monitor Transactions What platforms and versions are supported? The URL Monitor supports monitoring HTTP versions 1.0 and 1.1. This monitor supports monitoring remote servers running on the Windows operating systems. How to Create a Ping Monitor The Ping Monitor checks network connectivity and response time by pinging a designated hostname or IP address. How to Create a Ping Monitor: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Transactions. 3. Click the plus sign (+) at the top of the list of transactions and select Ping Monitor. 4. Enter the required information (as described below) and click Create. Name Hostname/IP Address Performance SLA The name that will be used by the system to refer to the transaction. This is a free text field. The host name or IP address that the monitor will ping. You can enter a value in the format www.example.com or 65.114.4.69. The number of milliseconds at which the monitor should no longer be considered "Ok", and the number of milliseconds above which the monitor should be considered "Critical". The range between "Ok" and "Critical" is automatically considered "Minor". To generate SLA reports for the transaction, set SLA to On and enter the availability and performance thresholds. Frequently Asked Questions How does the Ping Monitor work? The Ping Monitor obtains two of the most common measurements used to determine if your network connection is congested: Round Trip Time and Loss Percentage. An increase of either of these suggests that you are experiencing problems. AppPulse Active Page 12 of 73

Chapter 3: Create Monitor Transactions In the case of Loss Percentage, you want to see a 0% reading. A 100% reading indicates your link is completely down. Some loss may happen occasionally, but if it becomes common, either some packets are being lost or the router is exceptionally busy and dropping packets. What should I monitor? We recommend that you set up monitors that test your connection to the Internet at several different points. For example, if you have a T1 connection to a network provider who in turn has a connection to the backbone, you would want to set up a Ping Monitor to test each of those connections. The first monitor would ping the router on your side of the T1. The second would ping the router on your provider's side of the T1. The third monitor would ping your provider's connection to the backbone. In addition to these monitors, it is also a good idea to have a couple of other monitors ping other major network providers. These monitors do not really tell you whether the other provider is having a problem, but it does tell you if your network provider is having trouble reaching them. What platforms and versions are supported? This monitor supports monitoring remote servers running on the Windows operating systems. How to Create a Port Network Monitor The Port Monitor verifies that a connection can be made to a network port and measures the length of time it takes to make the connection. How to Create a Port Network Monitor: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Transactions. 3. Click the plus sign (+) at the top of the list of transactions and select Port Network Monitor. 4. Enter the required information (as described below) and click Create. Name Hostname The name that will be used by the system to refer to the transaction. This is a free text field. The host name that you want to monitor (without protocol prefix). AppPulse Active Page 13 of 73

Chapter 3: Create Monitor Transactions Performance SLA Port Number The number of milliseconds at which the monitor should no longer be considered "Ok", and the number of milliseconds above which the monitor should be considered "Critical". The range between "Ok" and "Critical" is automatically considered "Minor". To generate SLA reports for the transaction, set SLA to On and enter the availability and performance thresholds. The port number to connect to. Frequently Asked Questions What platforms and versions are supported? This monitor supports monitoring remote servers running on Windows operating systems. How to Create a DNS Network Monitor A DNS Network Monitor transaction tests Domain Name Servers (DNS) to verify that they are working properly. How to Create a DNS Network Monitor: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Transactions. 3. Click the plus sign (+) at the top of the list of transactions and select DNS Network Monitor. 4. Enter the required information (as described below) and click Create. Name Hostname Verification IP Address The name that will be used by the system to refer to the transaction. This is a free text field. After you create and save a transaction, the transaction Name is non-editable. The host name that the monitor needs to access to connect to the DNS (without protocol prefix). The IP address or domain name that is mapped to the Server IP Address AppPulse Active Page 14 of 73

Chapter 3: Create Monitor Transactions Server IP Address Performance SLA The IP address of the DNS server that you want to monitor. The number of milliseconds at which the monitor should no longer be considered "Ok", and the number of milliseconds above which the monitor should be considered "Critical". The range between "Ok" and "Critical" is automatically considered "Minor". To generate SLA reports for the transaction, set SLA to On and enter the availability and performance thresholds. How to Create an FTP Monitor An FTP Monitor transaction logs on to an FTP server and retrieves a specified file. A successful file retrieval indicates that your FTP server is functioning properly. How to Create an FTP Monitor: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Transactions. 3. Click the plus sign (+) at the top of the list of transactions and select FTP Monitor. 4. Enter the required information (as described below) and click Create. Name FTP Server Performance SLA File Directory Path The name that will be used by the system to refer to the transaction. This is a free text field. After you create and save a transaction, the transaction Name is non-editable. The host name or IP address of the FTP server (without protocol prefix). The number of milliseconds at which the monitor should no longer be considered "Ok", and the number of milliseconds above which the monitor should be considered "Critical". The range between "Ok" and "Critical" is automatically considered "Minor". To generate SLA reports for the transaction, set SLA to On and enter the availability and performance thresholds. Full path of the file to retrieve from the FTP server. AppPulse Active Page 15 of 73

Chapter 3: Create Monitor Transactions Username Password The username needed to log onto the FTP server. The password needed to log onto the FTP server. AppPulse Active Page 16 of 73

Chapter 4: Create Script Transactions A script transaction is a script recorded in TruClient or VuGen. Typically you would use these applications to record common user activities and the transaction uses the script to synthetically recreate user activity. You need to create and save the script before you can create a script transaction. Once you have a script, you can create an application in AppPulse Action that runs the script and reports performance results. "How to Create a Script Transaction" below "How to Download Script Recorders (TruClient and VuGen)" on the next page "What Public POP Protocols are supported?" on page 20 "Snapshot on Error" on page 21 How to Create a Script Transaction Watch the following video to find out how to get started with synthetic monitoring (http://youtu.be/-7ebstw5iig). To create a script transaction: 1. Prerequisites. Before you can create a script transaction, download and set up a script recorder, and record a script. For details about script recorders, see "How to Download Script Recorders (TruClient and VuGen)" on the next page. 2. Click Settings > Application Settings and select an application from the list at the top of the window. 3. Click Transactions. 4. Click the plus sign (+) at the top of the list of transactions and select Script Transactions. Note: To edit an existing transaction, select the transaction from the list and change its configuration as required. If you select a transaction that is part of a script, all the script's transactions are selected and are opened for editing or deleted accordingly. 5. Click Upload and browse to the required script to begin the script verification process. Verification may take several minutes. Once the system verifies the script, the upload is complete and all the transactions included in the script are added to AppPulse Active Page 17 of 73

Chapter 4: Create Script Transactions the application. In addition, the system sends an email message with the verification results. Note: When editing an existing transaction you can update a script with a new version. The new version overwrites the old one and transactions are added to, and deleted from, the application accordingly. TruClient scripts must have at least one transaction defined in order to see relevant data in reports. For details on inserting transactions in TruClient scripts, see the TruClient User guide available from and Setup > Script Recorder Downloads. Settings > Downloads How to Download Script Recorders (TruClient and VuGen) Watch the following video to find out how to download and setup the TruClient script recorder, record a session, and then import the script into AppPulse Active (http://youtu.be/ndkyi6jwbwa). To download a script recorder: 1. Click Settings > Downloads and Setup 2. Click Script Recorder Downloads and select the required script recorder. The following script recorders are available: TruClient: TruClient creates a script by recording actions that you perform in the user interface. This makes it easy for a user without a technical background to create a script of common user activities. This recorder can record activity in HTML and JavaScript-based applications. You can download a PDF Quick Start Guide from the Script Recorder Downloads page. VuGen: This recorder lets you record user actions in a wide range of protocols including the TruClient protocols, Mobile, Flex and Flash (AMF), SAP protocols, Silverlight, Siebel web, and Web Services. You can download a PDF User Guide from the Script Recorder Downloads page. 3. When installing VuGen, after downloading the installation zip package, follow the instructions in the VuGen Installation Instruction guide. AppPulse Active Page 18 of 73

Chapter 4: Create Script Transactions TruClient Browser Requirements The TruClient installation process installs Mozilla Firefox 22 which is required to use TruClient with Firefox. This does not impact other versions of Firefox installed on your system as you can have different versions of Firefox installed on the same computer. To use TruClient with Internet Explorer, you need to have Internet Explorer 9.0 or 10. TruClient supports HTML (including HTML 5) and JavaScript-based applications. TruClient Limitations You need to close all browser windows before running TruClient. You cannot use TruClient to record Flash or Silverlight applications or applets. You cannot use TruClient to edit scripts recorded in VuGen. Parameter values are only used when the script is fully replayed; they are not used when you replay a single step. When running TruClient (for HP AppPulse Active), you cannot access the Firefox Settings user interface. To configure settings (such as proxy settings), navigate to about:config. Any changes that you make to the settings are only valid for the current session. If you are using an unauthorized certificate in TruClient, an error message will prevent you from replaying the recorded script. To avoid this problem: a. Download VuGen and use the TruClient protocol. b. During recording, accept the server. c. After you accept the server, close the script and copy the following files from: <script dir>/profiles/interactive to the Master profile: <installation folder/dat/lrweb2masterprofile> o o o cert8.db key3.db cert_override.txt If you have a site that requires users to enter text to confirm that an actual user is accessing the site, this functionality has to be disabled to use any automated tool such as TruClient. VuGen Installation and Configuration Notes The procedures below describe how to download the required VuGen files, and how to modify a script recorded using TruClient so that it works most efficiently with AppPulse Active. AppPulse Active Page 19 of 73

Chapter 4: Create Script Transactions Download and Install the Required Files To use VuGen with AppPulse Active, you need to download and install the following files in the order listed below: VuGen (version 12.02) Patch (version 12.02 patch 2) Note: For Real Device Monitoring, you need to download and install the VuGen (version 12.50) files provided in the Real Device Monitoring download package. For details, see the Real Device Monitoring For AppPulse Active guide. Configuration Instructions for TruClient Script The recorded content of a TruClient script contains large files for editing purposes. You can use VuGen to reduce the size of the script by removing content that is not needed by AppPulse Active. 1. Close VuGen. 2. Open the following files in a text editor:...\program Files (x86)\hp\virtual User Generator\dat\protocols\Web2UI.lrp...\Program Files (x86)\hp\virtual User Generator\dat\protocols\Web2UIMob.lrp 3. In each of these files, remove the text "profiles\interactive," from the following line: RunTimeExtraDir=profiles\interactive,profiles\load\user_ state,rre,libraries 4. Open VuGen and re-export the files as Runtime files: a. In VuGen, select File > Manage Zip Files > Export to Zip File. b. Next to Files to zip, select Runtime files. What Public POP Protocols are supported? VuGen supports the following protocols: Web HTTP/HTML TruClient Internet Explorer TruClient Firefox SAP Web Siebel Web AppPulse Active Page 20 of 73

Chapter 4: Create Script Transactions Web Services Mobile Application HTTP/HTML Snapshot on Error The Snapshot icon opens a new browser tab with a copy of the html page of your application at the time that the error occurred. Snapshots are only available if the script was recorded in VuGen and the Generate Snapshot on Error option was selected in VuGen (Vuser > Run-Time Settings > General > Miscellaneous > Generate Snapshot on Error). This option is supported only in the following protocols in VuGen: Web (HTTP/HTML) Mobile App (HTTP/HTML) Note: Snapshots are not available for scripts recorded in TruClient. By default, the Generate Snapshot on Error option is disabled in the Mobile App (HTTP/HTML) protocol. To enable this option: a. In VuGen, open <Vugen home dir>\hp\virtual User Generator\dat\protocols\Mobile.lrp b. In the Snaphots section, add SnapshotOnError=1. AppPulse Active Page 21 of 73

Chapter 5: Set Up Service Level Agreement You can view or modify Service Level Agreement (SLA) settings on the Application Settings > SLM Page. You can have only one active SLA for each application, but an SLA can monitor any number of transactions within the application. You can set a different threshold for each transaction. "How to Configure an SLA" below "Frequently Asked Questions" on the next page How to Configure an SLA Watch the following short video to find out how to configure an SLA service for the first time and how to tweak the configuration once it is active (http://youtu.be/l9wnwrghike). To configure an SLA service: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click SLM. 3. If the application does not already have an SLA alert configured, click SLA Quick Start to create a new alert; this option creates an SLA with default settings. 4. Modify the required settings: SLA Name SLA Description Dates Note: The start date cannot be more than three months in the past. Time Frame Selection, select 24/7 and/or Business Hours. If you select Business Hours, enter a start and end time and select days of the week. AppPulse Active Page 22 of 73

Chapter 5: Set Up Service Level Agreement Note: The time zone is set in Application Configuration and cannot be modified in this window. 5. Select the thresholds above which a transaction should be considered OK, Minor or Major. You need to set thresholds for both Availability and Performance. 6. In the Transactions in SLA box, select at least one transaction. 7. Create an SLA Alert if required. For details, see "Create Alerts" on page 25. 8. Click Save. Frequently Asked Questions What is SLA Quick Start? If an application has never had an SLA created and has at least one transaction, you can click SLA Quick Start to create an SLA with the following characteristics: The SLA includes all transactions in the application. The SLA uses the default application thresholds for "OK" and "Failure" (there are no values for "Minor" and "Major"). The Start Date is the current date and the End Date is one year after the Start Date. The time frame is 24/7; there are no business hours. Once you have created a Quick Start SLA, you can modify any of the SLA settings. How can I modify the threshold for a specific transaction? By default, all transactions in an SLA use the application s global SLA thresholds, however you can modify the thresholds for a specific transaction. 1. In Application Settings, click Transactions. 2. In the list of transactions on the left, select a transaction and in the SLA Settings area set the required thresholds. What does the Recalculate button do? If you have made changes to an SLA, for example added transactions, by default the change will only be included in data from the time you made the change. You can use the Recalculate button for AppPulse Active to recalculate the SLA with the new settings using historical data. AppPulse Active can calculate data up to three months in the past. AppPulse Active Page 23 of 73

Chapter 5: Set Up Service Level Agreement When would I want to terminate an SLA You can only have one active SLA for each application. If you need to change an SLA, for example add or remove transactions or change the business hours, you can click the Terminate button to terminate the existing SLA. This allows you to create a new SLA with new settings, but keep the historical data in the terminated SLA. AppPulse Active Page 24 of 73

Chapter 6: Create Alerts You can create automatic alerts to notify you of performance, availability, or service level issues. For each alert that is triggered, the system sends an email to designated recipients. The system only sends one email unless there is a change to the conditions that triggered the alert. "How to Create a New Alert" below "Frequently Asked Questions" on the next page How to Create a New Alert 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Click Alerts. 3. Click the plus sign (+) at the top of the list of alerts and select the type of alert that you want to create: Performance: The number of transactions that exceed the performance threshold out of a given number of transactions. Availability: The number of failed transactions out of a given number of transactions. Service Level Agreement: A change in the SLA status, based on the failure percentage set in the SLA thresholds. For an SLA Alert, you can also control how often an email is sent (day, week, month, quarter, or year). You can view SLA Alerts in the "SLA Alert Log" on page 65. 4. Enter a meaningful name for the alert. 5. For Performance or Availability alerts, enter the following: Severity: The severity that should trigger an alert (for example, Critical, Major, or Minor). Trigger: The number of transactions that need to fail or are over the threshold in order to trigger an alert. Send alerts by: Select whether the alert should be calculated based on transactions or locations. Recipients: Type the email address of recipients for the alert and/or select AppPulse Active Page 25 of 73

Chapter 6: Create Alerts recipients from the list. Filter: Optionally, filter the alert for selected transactions or locations. 6. For SLA alerts, enter the following: SLA Trigger Rule: Select the SLA Trigger Rule. This is the change in status that should trigger an alert. Recipients: Type the email address of recipients for the alert and/or select recipients from the list. Tracking Periods: Select the time period for receiving SLA alert notifications. 7. Click Create to save the configuration and create the alert. Frequently Asked Questions How can I temporarily prevent the system from sending alerts? If you need to stop the system from sending email alerts, for example you know that the system is down for scheduled maintenance, set Active Alert to Off. Why don't I get an SLA alert immediately after there is a status change? AppPulse Active only generates an SLA alert if the status change exceeds the failure percentage set in the SLA thresholds. How does the alert define a day, week, month, and quarter period? Time periods are defined as follows: A day is measured according to your application time zone, from 12:00 to 12:00. A week is from Monday to Monday. A month corresponds to a calendar month, beginning on the first of the month. A quarter is a three month period. Quarters start on the first of January, April, July, and October. Can I change the start date of a week or quarter? Currently, you cannot modify the definition of time periods in AppPulse Active. AppPulse Active Page 26 of 73

Chapter 7: Dynamic Thresholds If an application has a dynamic threshold, performance alerts are generated based on a dynamic baseline generated by the system. The system generates the baseline and standard deviation based on regular activity. For example, there may be an application with slower performance in the morning as follows: At 6:00 AM, average performance time is 8 seconds, with a standard deviation of 2 seconds (that is 68% of results are between 6 and 10 seconds) At 4:00 PM, average performance is 4 seconds with a standard deviation of 1 second (68% of results are between 3 and 5 seconds). If the application has the following settings: This means that the application has a status of OK if performance is below 1 standard deviation, and Critical if performance is above 3 standard deviations. If the response time is 9 seconds, at 6:00 the application would be classified as OK, but at 4:00 PM the same response time would be defined as Critical. An application with a dynamic threshold still has a static upper limit. For example, if the upper limit is set at 12 seconds and the response time is more than 12 seconds, AppPulse Active will generate an alert, even if this is below the standard deviation. Frequently Asked Questions How long does it take to generate a baseline? It can take up to a week for AppPulse Active to generate a baseline for an application. Until the baseline is generated, the application will appear as a gray line on reports and no alerts will be generated. How can I view performance compared to the baseline? The baseline is not displayed on the performance reports, however an alert will be generated if performance is above the defined standard deviation. AppPulse Active Page 27 of 73

Chapter 7: Dynamic Thresholds Does a dynamic threshold apply to all transactions in an application Yes. If an application has a dynamic threshold, you cannot enter a different threshold at the transaction level. AppPulse Active Page 28 of 73

Chapter 8: Downtime Downtime is a block of time when AppPulse Active should not collect data. For example, you may need to take down a server for maintenance, and during that time, AppPulse Active should not generate any reports or statistics. On standard reports, downtime is marked with light blue shading. How to Set Downtime for an Application: 1. Click Settings > Application Settings and select an application from the list at the top of the window. 2. Next to Downtime Settings, click On. 3. Next to Downtime Actions, select one of the following: Stop Monitoring App: AppPulse Active will not gather any data about the application during the downtime. Stop Sending Alerts: AppPulse Active will gather data during the downtime, but will not send email alerts. 4. Enter the Start date and time of the downtime, and the number of days, hours, and minutes that the downtime should last for. 5. Click Save to save the configuration. AppPulse Active Page 29 of 73

Chapter 9: Private Locations Private locations enable you to monitor your internal applications and to monitor public applications from sites within your organization. Private locations use BPM, which is a data collector that runs scripts and collects performance data by emulating end users performing typical business processes in applications. A private location must be associated with a specific BPM and instance. When you create a private location in AppPulse Active you need to create an instance on an existing BPM. Note: To run a script in a private location, you need Internet Explorer 9 or later. "How to Create a Private Location" below "Frequently Asked Questions" on page 32 How to Create a Private Location Watch the following short video to find out how to download and install a Private BPM Location in AppPulse Active (http://youtu.be/pncp2pf8lvm). To Create a Private Location: 1. Install a Private Location on a BPM machine If you do not have an existing BPM machine, you can download and run the Business Process Monitor (Private Location) setup file, and its relevant help from the Private Location Download page. To access the page, click Settings > Download and Setup. To download the private location setup or its documentation, click Download BPM for Private Locations and select the required items. Note: You must install all patches before connecting to AppPulse Active to install private locations. For a list of supported POP Protocols, see "What Public POP Protocols are supported?" on page 20 In addition, additional POP protocols can be created to meet your specific needs. For further information, contact a sales representative. AppPulse Active Page 30 of 73

Chapter 9: Private Locations 2. Create a New Private Location in AppPulse Active a. Click Settings > Private Location Management. b. Click at the top of the list of locations to create a new location. c. Enter a unique name for the location. d. Enter a user name and password to be used by AppPulse Active for authentication. e. Click Create. AppPulse Active creates the private location and displays instructions to download and configure BPM to connect to the location. 3. Configure the Private Location in BPM Admin a. Access BPM Admin in one of the following ways: o o In a browser window, enter the URL http://<host machine>:2696, for example, http://myhost:2696 On the BPM host machine, you can select Start > Programs > HP Business Process Monitor > Business Process Monitor Admin. BPM Admin opens in a browser window. Note: 2696 is the default port for BPM Admin. You can configure a new port if required. For details, see "Changing the Default Port" in the Business Process Monitor Administrator's Guide. b. Click the Create New Instance icon to add an instance for the private location. c. On the first page of the Create New Instance wizard, enter values for the identification parameters: o o o Display name. Enter a display name for the instance in BPM Admin. This name is only used within BPM Admin to identify the instance in the BPM tree displayed in the left pane of the BPM Admin console. Syntax exceptions: Can be up to 50 characters. Can include the following characters: 0-9, a-z, A-Z, hyphen (-), underscore (_). Cannot start or end with a hyphen (-) or an underscore (_). Gateway Server URL, Host name, Location name. You must use the same values configured for the private location in AppPulse Active. You can obtain these by viewing the private location in AppPulse Active. Job poll interval, Time poll interval. Accept the default values. AppPulse Active Page 31 of 73

Chapter 9: Private Locations d. Click Next until you reach the Security Settings page. On the Security Settings page, enter the Authentication user name and password that you configured for the private location. e. Click Finish. The Instance page is displayed. f. Click Refresh to update the instance. It may take a few minutes for the instance to be created. Once it has connected, in AppPulse Active, go to the Private Location Management page and check that the status of the new location is Connected. This indicates that the private location has been successfully registered in AppPulse Active. 4. Configure BPM Admin to work with SSL - optional When you connect to BPM Admin from a remote machine using a browser, information is sent using http. This means that the data that you configure in BPM Admin, including passwords (for example, when adding/configuring a BPM instance), is sent in plain text. If you want all communication between the remote browser and BPM Admin to be encrypted, you can configure BPM Admin to work with SSL. For details, see "Configuring BPM to Run Over a Secure Connection" in the Business Process Monitor Administrator's Guide. Frequently Asked Questions How can I confirm that the private location connected properly? To see if the new private location has been successfully registered in AppPulse Active, in AppPulse Active, wait 30 seconds for the automatic refresh and confirm that the private location's status is Connected. What should I do if I receive "Sandbox failure" or "no supported protocol" error message? Submit a support ticket to ask a service representative to upload the required files. Why does the status not change to Connected? If the status of the private location does not change from Not Configured, it may be that your browser is blocking access to a non-secure location. You can modify your browsers setting as follows: Google Chrome: On the right side of Chrome's Address bar, click and select Load unsafe script. AppPulse Active Page 32 of 73

Chapter 9: Private Locations Mozilla Firefox: On the left side of Firefox's Address bar, click Protection on This Page. and select Keep Blocking > Disable AppPulse Active Page 33 of 73

Chapter 10: Real Device Monitoring Real Device Monitoring displays the availability and performance of mobile applications, installed on devices in multiple locations. "What is Real Device Monitoring?" below "How to Download the Required Applications" below "Real Device Monitoring System Architecture" below What is Real Device Monitoring? Real Device Monitoring enables you to record applications on real mobile devices, play the recording from AppPulse Active, and report the measurements to AppPulse Active. Real Device Monitoring measures mobile application performance to identify trends over time. This enables you to identify spikes or sudden changes in performance. Changes in mobile application performance can be isolated to a specific time, location, carrier, device type, or mobile operating system. For an evaluation version of Real Device Monitoring, contact mobilehelp@hpe.com. How to Download the Required Applications Real Device Monitoring requires VuGen and BPM. To download the required applications: 1. Click Settings > Downloads and Setup. 2. Click Download BPM and Script Recorders for Real Device Monitoring and download VuGen and the required version of BPM. For further details, follow the instructions in the Real Device Monitoring For AppPulse Active guide provided in the installation package. Real Device Monitoring System Architecture Real Device Monitoring requires each mobile device to be connected to a HPE Mobile Center server in each location from which you want to monitor. AppPulse Active Page 34 of 73

Chapter 10: Real Device Monitoring AppPulse Active Page 35 of 73

Chapter 11: Support Matrix AppPulse Active supports the following browsers: Google Chrome (latest version) - Recommended Internet Explorer 11 Mozilla Firefox (latest version) Mozilla Firefox ESR 38, 45 Apple Safari 9 on ipad (reports only) Google Chrome (latest version) on ipad, Android (reports only) The recommended resolutions for working with AppPulse Active are: WSXGA: 1280 x 1024 (4:3) Full HD: 1920 x 1080 (16:9) Tablet (ios and Android): 1024 x 768 Note: AppPulse Active runs in View-only mode on an ipad or Android; the Application Settings button is not available on those systems. Limitations AppPulse Active has limitations when working with non-english character sets such as Cyrillic or Japanese. The following cannot contain non-english characters: Simple Monitor Name, Script Name, Transaction Name, Script Parameter Name, Script parameter Values, Text Validation for Web Protocol Script. Note: If the system locale is not English, the Web Protocol Script can contain characters in the language of the system locale. For a complete list of language limitations, see the VuGen Help file in the section VuGen Help > Advanced Topics > Non-English Language Support > Foreign Languages - Troubleshooting and Limitations. AppPulse Active Page 36 of 73

Chapter 12: Manage User Roles To add users, or to change roles of existing users, click the settings icon and then click User Management. The Users page opens where you can make your required changes. Note that this is independent of the permissions defined in MyAccount outside of AppPulse Active where you define general account permissions (such as who can submit a ticket) that apply to all products. All users defined in MyAccount are automatically assigned View permissions in AppPulse Active by default. AppPulse Active Page 37 of 73

Part 3: Using AppPulse Active AppPulse Active Page 38 of 73

Chapter 13: Dashboard (Home Page) The Home page is the default page displayed when you open AppPulse Active. This is a dashboard with a quick view of the status of all your applications and the status of the worst transaction in each application. An application can be colored as follows: Gray - No data; Blue - Downtime; Green - OK; Yellow - Minor; Red - Critical. By default you can have up to 30 applications in AppPulse Active. To change the maximum number of applications allowed by the system, click Contact Us to open a support ticket (requires a user account). To switch between performance status and availability status, hover over the availability or performance icon at the bottom of an application. Click on an application to access the application reports; by default, the "Overview Report" on page 44 is displayed. AppPulse Active Page 39 of 73

Chapter 13: Dashboard (Home Page) Frequently Asked Questions How can I modify application settings? If you have admin privileges, click and then click Settings to modify application settings. For further information, see "Create Applications" on page 8. How can I create a new application? To create a new application, click Add Application at the top of the home page, or click after the last displayed application, and enter the required settings. For further information, see "Create Applications" on page 8. How can I delete an application? If you have admin privileges, click and then click Delete to delete the application. How can I change the default layout? By default, items are listed in order of worst status. You have the option to view items by Availability or Performance status. To change the default view, click Show: Worst status and select the required layout. How can I create a customized view? A customized view lets you set which applications will be displayed and in what order. You can create multiple custom views. AppPulse Active Page 40 of 73

Chapter 13: Dashboard (Home Page) To create a customized view, click Select View and select Add View. Enter a name for the view, select the required applications, and click Save. How can I change the items displayed? Use the All or Critical buttons at the top of the Home page to display all applications or show only applications with Critical or Major status. How are performance and availability status values calculated? The dashboard displays the application's performance or availability status since the last time the status changed. For example, if at 12:18 the status was green (OK) and at 14:00 the status is still green, the "since" time remains 12:18. The "since" time value changes only when the status changes; it does not change when actual performance values change. The value is the average of the last 15 minutes of all samples. AppPulse Active Page 41 of 73

Chapter 14: Schedule Reports You can generate and email a report, or schedule AppPulse Active to automatically generate and send a daily or weekly report. The report contains a summary of an application including transaction availability and performance, location availability and performance, and errors. "How to Generate a Schedule Report" below "Frequently Asked Questions" on the next page How to Generate a Schedule Report 1. Open a report, click and select one of the following: Send Report as Mail Attachment: Sends a single email with a report of the previous day or the previous week. The reporting period ends with midnight of the previous day and contains data from the previous 24 hours (daily report) or previous 7 days (weekly report). Schedule Daily Report as Mail Attachment: Sends an email after midnight each day with data from the previous 24 hours. Schedule Weekly Report as Mail Attachment: Sends an email once a week with data from the previous seven days. You can select which day of the week the system should send the report. Note: The report displays data from the past day or past week; it does not correspond to the time frame currently displayed on the screen. Users require a role of Modifier or higher to schedule a report. Users that do not have a role of Modifier can send a report as an email mail attachment, but not schedule a report. 2. Enter the required email addresses. Multiple email addresses should be separated with a comma (,). 3. If you selected Send Report as Mail Attachment, select a time frame (Previous Day or Previous Week) 4. Select a report format (PDF or CSV) and click OK. AppPulse Active Page 42 of 73

Chapter 14: Schedule Reports Frequently Asked Questions What data is included in the report? The daily report includes the following information: Application Summary: Shows status by blocks of time and by location for both availability and performance, calculated as follows: Performance (%) The percentage of transaction runs with a response time within their configured thresholds, out of all the available transaction runs for the entire report time period. This column is colored according to the performance status for the selected time period, OK, Minor, or Critical. Availability (%) The percent of transactions that were successful. The performance is broken down according to status, OK or Critical. Performance Over Time by Transaction: Shows the availability and the performance status of each transaction for each block of time in the report period. Note: The CSV version of this report displays only the number of transactions. Error Summary by Type Location Over Time Performance: Graph of transaction response time over the report period. Location Over Time Availability: Graph of transaction availability over the report period. When will I receive the report? The daily and weekly reports are generated after midnight in the application time zone. You will receive the report in the early hours of the morning in the application time zone. The Send Report as Mail Attachment option generates the report immediately and sends it as soon as it has been generated. Can I modify the report? No, the report cannot be modified. It is in a predefined format which includes all relevant information. AppPulse Active Page 43 of 73

Chapter 15: Overview Report The Overview report summarizes the availability, response time, and total failures for an application. The left side of the report summarizes the following information for the application for the selected time frame: Average Availability. Click to view availability details in the "Status Over Time" on page 46. Average Response Time. Click to view response time details in the "Status Over Time" on page 46. Total Failures. Click to view the "Failure Log" on page 63 for the entire time period displayed on the report. AppPulse Active Page 44 of 73

Chapter 15: Overview Report The right side of the report displays a bar graph which breaks the time frame in the report into smaller units. Click on a bar in the graph to open the "Failure Log" on page 63 for the time period represented by the bar. If there were any alerts during the displayed period, a bar graph. Click on the icon to view details of the alert. icon is displayed below the The Investigation Recommendations area below the graph shows the Availability and Performance status of the worst transaction in the application over the past hour, with a link to the Failure Log and Status Over Time reports to help you identify the cause of the problem. Frequently Asked Questions What time frame is represented in each bar on the graph? The time frame in each bar depends on the time frame in the report. Use the Calendar buttons to change the time frame: Time Frame in the Report Time Frame in Each Bar 2 Hours 5 Minutes 12 Hours 1 Hour Day Week Month 1 Hour 1 Day 1 Day AppPulse Active Page 45 of 73

Chapter 16: Status Over Time The Status Over Time report shows a summary of all synthetic transactions and all locations in an application, and their status over time. At the top of the page you can select whether to view data based on Availability or Performance. The Status Over Time report consists of the following areas: Summary A summary of all locations and transactions. The summary is color coded to indicate at which times there were transactions with a status of OK, Minor, or Critical; the color represents the location or transaction with the highest severity at that time. Transaction Details Lists all transactions over time. In the list of transactions, click a transaction name or location to drill down to: "Failure Log" on page 63 (when viewing availability). "Transaction Isolation" on page 55 (when viewing performance). Place the pointer over a location to view additional statistics about the location. AppPulse Active Page 46 of 73

Chapter 16: Status Over Time Frequently Asked Questions What do the Availability and Performance statistics represent? The Availability and Performance area displays the following values for the displayed time frame: Availability The percent of transactions that were successful. The performance is broken down according to status: OK or Critical. For additional information, see "How is status calculated for Availability view?" on the next page Performance The percent of transaction runs with a response time within their configured thresholds, out of all of the available transaction runs for the entire report time period. This column is colored according to the performance status for the selected time period. The performance is broken down according to status: OK, Minor, or Critical. For additional information, see "How is status calculated for Performance view?" on the next page Place the pointer over this area to view additional statistics. How can I change the time scale? Click the Calendar buttons to change the time scale: Displays transaction data for the past 2 hours. Click < to view the previous 2 hours. In this view, the report displays data in increments of ten minutes. Displays transaction data for the past 12 hours. Click < to view the previous 12 hours. In this view, the report displays data in increments of one hour. AppPulse Active Page 47 of 73

Chapter 16: Status Over Time Displays transaction data for the past 24 hours. Click < to view the previous 24 hours. In this view, the report displays data in increments of two hours. Displays transaction data for the past seven days, starting at midnight. Click < to view the previous seven days. In this view, the report displays data in increments of one day. Displays transaction data for the past month, starting at midnight. Click < to view the previous month. In this view, the report displays data in increments of one day. Lets you select a date range. The time period always starts at midnight of the "From" date. How can I change the threshold for minor or critical transactions? You can set the threshold in the Application Settings. For details, see "Create Applications" on page 8. How is status calculated for Availability view? In Availability view, in the Transaction detail area, the status is represented by a green (OK) or red (Critical) line. The status is based on the Availability is critical if less than (%) value in Application Settings. If the percent of transactions that fail is less than the percentage defined here, the status will be Critical. The status is considered Critical based on the following formula: Total failures / Total transactions < Percentage defined in Application Settings How is status calculated for Performance view? In Performance view, a transaction can be colored as follows: Gray - No data Blue - Downtime Green - OK Yellow - Minor Red - Critical The calculation is based on the Performance setting in Application Settings - Transactions. AppPulse Active Page 48 of 73

Chapter 16: Status Over Time For transactions that consist of multiple actions, the status is the average value of all actions. For example, if a transaction has a Critical threshold of 12 seconds, and has three actions with response times of 40, 10, and 4 seconds, the average response time is 18 seconds ((40+10+4)/3), so the transaction will be rated as Critical The summary of all transactions displayed at the top of the report is a weighted average. The system looks at the status of each transaction, and calculates the status of the application using the following formula: ((20 * "Number of OK") + (10 * "Number of Minor")) / (Total number of applications) The result of this formula determines the transaction status as follows: < 5 = Critical 5-15 = Minor > 15 = OK Note: When calculating the summary of all transactions, the system does not take into account how much over the threshold each transaction is. For example, if "Critical" is defined as over 12 seconds, a transaction will have the same status if the result is 12.5 seconds or 50 seconds. AppPulse Active Page 49 of 73

Chapter 17: Location Map The Location Map shows an interactive map that displays the location of synthetic transactions, and their status over time. At the top of the page you can select whether to view data based on Availability or Performance. Click on an icon on the map to view location details. Click on the timeline below the map to see the status of each location at a specific time, or click the Play button the changes to each location over the time frame displayed. to view Frequently Asked Questions What do the Availability and Performance statistics represent? The Availability and Performance area displays the following values for the displayed time frame: AppPulse Active Page 50 of 73

Chapter 17: Location Map Availability - The percent of transactions that were successful. Performance - The percent of transactions that did not have a status of Critical and the average response time. Place the pointer over this area to view additional statistics. How can I get further information about a transaction? Click on a colored location on the map to view details for that location. Each location includes a link which opens the " Location Isolation". How can I add private POP locations to the map? Private POP locations are displayed beside the map, under the Private Locations title. If you would like Private POP locations to be shown on the map, contact Support with the location Name, the Host Name, and the coordinates (latitude and longitude). AppPulse Active Page 51 of 73

Chapter 18: Location Isolation The Location Isolation report shows the availability or performance status of an application by location. Locations are sorted by severity and the worst five locations are included in the report s graph by default. You can select additional locations from the list on the left of the graph. You can filter the list by transaction by selecting the required transactions from the dropdown list above the list of locations. At the top of the page you can select whether to view data based on Availability or Performance. At the bottom of the report there is a timeline with icons to indicate when alerts were recorded. This timeline includes all alerts recorded by the system, including alerts in locations not currently displayed. Note: If an alert is deleted, its historical data will not be available. AppPulse Active Page 52 of 73

Chapter 18: Location Isolation Frequently Asked Questions What do the Availability and Performance statistics represent? The Availability and Performance area displays the following values for the displayed time frame: Availability - The percent of transactions that were successful. Performance - The percent of transactions that did not have a status of Critical and the average response time. Place the pointer over this area to view additional statistics. How can I view additional information about a point on the timeline? Place the pointer over a point on the timeline to view details about that location at that time. If there are multiple locations at the same point, details for each location are listed. What do the alert icons represent? Alerts are color coded as follows: Critical Major Minor Warning AppPulse Active Page 53 of 73

Chapter 18: Location Isolation Click on the alert icon to view details of the alert. If there are multiple alerts close together, they are grouped into one icon. The color of the icon represents the most severe alert within the group. How can I configure alerts? For details about configuring alerts, see "Create Alerts" on page 25. AppPulse Active Page 54 of 73

Chapter 19: Transaction Isolation The Transaction Isolation report shows the availability or performance status of an application s transactions, for selected locations. The transactions are sorted by severity and the worst five transactions are included in the report s graph by default. Select additional transactions from the list to include them in the graph. The time line at the bottom of the report indicates times when alerts were generated. Click the alert icon to view details of the alert. You can view the Transaction Isolation report for a time frame of 2 hours, 12 hours, day, week, or month. When viewing data for a day, aggregated data is used except for the last hour, for which raw data is used. In the list of transactions, click a transaction name to drill down to: Failure Log (when viewing availability) Layer Isolation (when viewing performance) AppPulse Active Page 55 of 73

Chapter 19: Transaction Isolation Frequently Asked Questions What do the alert icons represent? Alerts are color coded as follows: Critical Major Minor Warning Click on the alert icon to view details of the alert. If there are multiple alerts close together, they are grouped into one icon. The color of the icon represents the most severe alert within the group. AppPulse Active Page 56 of 73

Chapter 20: Layer Isolation The Layer Isolation report shows transaction layer response times for selected transactions. Position the mouse over a bar on the graph to view details of that time period, or click on a bar to open the "Component Breakdown". Frequently Asked Questions What are the main transaction components in the graph? The main transaction breakdown components are as follows: AppPulse Active Page 57 of 73

Chapter 20: Layer Isolation The diagram below illustrates in more detail the relationship between the component s main breakdown categories (shown along the bottom of the diagram) and client/server activity during transaction execution. How can I gain the most benefit from the graph? To isolate the area of the application with performance issues, look for the layers where most of the processing time is spent. The graph shows data for the following layers: Client Time Client-related delays can include CPU think time, processing time, time needed to open sockets, time between the last Receive of a request and the first Send of the next request in the same connection, and so on. Download Download time usually only includes network time and is influenced by both network quality and component size. Retry Time The amount of time that passes from the moment an HTTP request is started until the moment an HTTP or TCP error message is returned Time To First Buffer The average amount of time that passes from the first TCP Send up, including the first Receive of a component. This measurement is a good indicator of network quality. SSL Handshake The average amount of time taken to establish an SSL connection. This includes the client hello, server hello, client public key transfer, server certificate transfer, and other stages. Connection The average amount of time needed to establish an initial connection with the web server performing the transaction. This is a good indicator of problems along the network or whether the server is responsive to requests. DNS Time The DNS Lookup measurement is a good indicator of slow DNS resolution or other problems with the DNS server. AppPulse Active Page 58 of 73

Chapter 21: Component Breakdown The Component Breakdown report displays page component elements as they are loaded into a browser in their exact loading order. Data is displayed in a waterfall format. This report is the natural drill down from the Layer Isolation report. For further information about that report, see "Layer Isolation" on page 57. This report lists all components in a transaction. For example, a transaction may include several html files, images, and css files. For each component, the report lists the request size and the time it took to complete the request. Because each page component has its own breakdown bar, the report helps you identify if there are specific components that are problematic or if there is a problem with specific domains or in a network layer. You can select which transaction components to display. For example, you may want to hide the Connection, DNS, and Retry time so that you can troubleshoot problems during the initial stages of a transaction. You can filter the report by transaction, location, or sample. AppPulse Active Page 59 of 73

Chapter 21: Component Breakdown Frequently Asked Questions How can I change the way components are displayed? Position the pointer over a column header to group or sort the components listed in the report. For example, you could order items by size or type. What is the time frame in the report? The data displayed on the report corresponds to a time unit on the Component Breakdown report. This is typically an hour or a day. Note: If you are viewing data for more than a day, the report displays the minimum and maximum values for the time frame. To see further details you need to select a specific hour in the Layer Isolation report. AppPulse Active Page 60 of 73

Chapter 22: SLM (Service Level Management) The SLM report shows how an application is complying with Service Level Agreements. There are separate displays for Availability and Performance. The report displays statistics for a full day (24x7) and business hours in separate columns. To select the time period (week, month, quarter, or year), click the calendar buttons:. Click or to browse to the previous or following time period. In Availability view, the report shows a percentage and the number of outages for each transaction. In Performance view, the report shows the average response time of all transactions and for each individual transaction. To view further information about transactions: Click next to the performance gauge to view a graph of the transaction trend for the displayed time period. In Availability view, click next to the number of outages to see details of the AppPulse Active Page 61 of 73