Using the SSM Administration Console

CHAPTER 6 Your user role controls whether you can access the SSM Administration Console. The following information is included in this section: SSM Administration Console Overview, page 6-1 Launching the SSM Administration Console, page 6-2 Managing Groups, page 6-3 Managing Users, page 6-6 Managing User Roles and Privileges, page 6-8 Managing Remote Agents, page 6-12 SSM Administration Console Overview The SSM Administration Console is a user interface that is launched separately from Service Statistics Manager. The SSM Administration Console is used to configure: Users Service Statistics Manager supports two classes of user: Administrator (users in this class access Service Statistics Manager and SSM Administration Console); and User (users in this class can access Service Statistics Manager only). Roles Permissions. Groups Used in reporting and in access control. SSM Agents Perform data collection functions on remote systems where they are installed. The SSM Administration Console is automatically installed on the system where Service Statistics Manager resides. You can also install the SSM Administration Console on another Windows system. For more information, see Installing the SSM Administration Console on Another System, page 7-15. The SSM Administration Console connects with and updates the Service Statistics Manager database. Only a user with a role in the Administration user class can log in to the SSM Administration Console. Such a user can also access all functions in Service Statistics Manager. After initial installation: You must change the password for the default admin user from admin. You can do so from the Administration tab (see Changing Your Password, page 7-1) or from the SSM Administration Console (see Editing a User, page 6-7.) You must log into the SSM Administration Console to create additional users with appropriate roles. 6-1

Launching the SSM Administration Console Chapter 6 Launching the SSM Administration Console Only a user in the Administrator role in Service Statistics Manager can log into the SSM Administration Console. Log in directly or by using VNC to the system where the SSM Administration Console is installed. On the Windows desktop, select one of the following: Start > All Programs > Cisco Unified Service Statistics Manager > Cisco Unified Service Statistics Manager Admin Start > All Programs > Cisco Unified Service Statistics Manager Admin 1.1 > Cisco Unified Service Statistics Manager Admin A Command Prompt window is displayed briefly and the SSM Administration Console login window appears momentarily. Enter information in the following fields: Host DNS name or IP address of the Service Statistics Manager system that you want to administer. User Username with access rights to the Service Statistics Manager system. Password Password for the username. Click Log in. Status information is displayed during login. On successful validation, the SSM Administration Console is displayed. If you have an evaluation license for Service Statistics Manager, a reminder message displays the number of days remaining in the evaluation period. For more information, see Using an Evaluation License, page 8-11. SSM Administration Console Folders The SSM Administration Console is organized into folders: Root The container or top-level folder. Group Groups for reporting purposes. See Managing Groups, page 6-3. User User management. See Managing Users, page 6-6. Advanced Options: Role Access control for each role to Service Statistics Manager reports. See Managing User Roles and Privileges, page 6-8. Agent SSM Agents from which this Service Statistics Manager obtains data. See Managing Remote Agents, page 6-12. Expand each folder to view its contents; right-click the folder entries for menu options. 6-2

Chapter 6 Managing Groups Managing Groups A group is a collection of monitored resources. To create a group, you select individual Unified Communications Managers, call clusters, and other instances and provide a unique name for the group. Use groups to organize instances; for example, by location, department, or resource type. You can then select groups to: Create custom graphs for a selected group. Grant or deny user access to information for a selected group. Before creating a group, add all corresponding instances to the Service Statistics Manager database by invoking the discovery feature. (See Triggering Discovery, page 7-9 and Retriggering Discovery, page 7-11.) There is no limit on the number of groups that you can define. However, you should avoid creating a single group with hundreds or thousands of monitors. (One or more monitors exists for each device. For more information, see Devices and Associated Monitor Types, page A-1.) When creating a group that encompasses a large number of instances, it is best to create it from smaller groups that have real meaning in terms of function, dependency, or topological relationships and add these smaller groups to a top-level group. You can create a group using either of these methods: Adding a Group by Selecting Each Instance, page 6-3 Adding a Group by Selecting Groups, page 6-5 Adding a Group by Selecting Each Instance Right-click the Group folder and select Add Group. The Add Group window is displayed. Enter data in these fields: Group Name Unique name with a maximum length of 30 characters and no spaces. Group Description (Optional) Meaningful description. If you create a group that includes, for example, managed instances from a specific location, provide a name or description indicative of the location. Step 4 Select the Group made by selecting each Managed Object radio button and click Next. The Monitored Resources/Group Members window is displayed. Populate the Group Members table using any combination of the following methods: Expand folders in the Monitored Resources panel, select one or more devices (Ctrl plus click), and select Add. Enter a device name or IP address in the Search for Devices field and click Go. Select one or more devices and select Add. Select Search. The Search for Members window is displayed. For more information, see Searching for Group Members, page 6-4. Remove any objects by selecting them and clicking Remove. 6-3

Managing Groups Chapter 6 Step 5 Step 6 Select the Auto Create Reports check box to automatically generate appropriate reports for this group during the daily report generation cycle. Selecting this check box enables Service Statistics Manager to generate a new set of reports that includes data only for the managed instances that you selected in Step 4. The set of reports depends on the type of managed instances selected. For more information on monitor types and their auto-created reports, see Table 6-1. Click Finish. Table 6-1 Monitor Types and Reports that Are Automatically Created for a Group Monitor Type Call Quality Call Volume By Cluster IPSLA Data Jitter IPSLA Gatekeeper RD IPSLA Ping Echo IPSLA Ping Path Echo IPSLA UDP Echo Unified CM Performance Default Reports that Service Statistics Manager Creates Automatically Percentage Distribution of Service Quality Clusters by Time Weekly Distribution of Service Quality Across Clusters by Time Monthly Service Quality Distribution Across Clusters Monthly Service Quality Percentage Distribution Across Clusters Monthly Average Call Duration Across Clusters Monthly Average Call Duration versus Volume Across Clusters Monthly Average Duration of Calls Across Clusters Monthly Call Completion Rate Across Clusters Monthly Call Duration Across Clusters Monthly Call Traffic and Duration Across Clusters Daily Call Volume Across Clusters Monthly Call Volume Report on H.323 Gateways Daily Failed Calls Across Clusters Monthly Service Availability Across Clusters Weekly Top N Service Availability Across Clusters by Time Monthly Total Duration Across Clusters Monthly IPSLA Data Jitter Statistics IPSLA Gatekeeper Reg Delay Statistics IPSLA Ping Echo Statistics IPSLA Ping Path Echo Statistics IPSLA UDP Echo Statistics Detailed Performance Daily Searching for Group Members When you add or edit a group (see Editing a Group, page 6-6) and click Search, the Search for Members window appears. You can use it to specify filters, find matching monitors, and add the monitors to the group that you are working with. Select one radio button and select a filter from the associated list: 6-4

Chapter 6 Managing Groups Group If you have defined groups, select one group to obtain a list of all monitors in it. Source Agent Select an SSM Agent from those installed on Operations Manager or Service Monitor systems to obtain a list of all monitor types and devices on the selected system. For more information, see Service Monitor Database Monitor Types, page A-2 and Operations Manager File-Based Monitor Types, page A-18. Target Device Select a device from those associated with Service Statistics Manager to obtain a list of monitors for the selected device. For more information, see Devices and Associated Monitor Types, page A-1. Monitor Type Select one to find all monitors of this type. If you select Monitor Type, you can further refine your search by using the Attribute, Operator, and Attribute Value fields. Step 4 Click OK. The Search Results window displays a table with the following: Type Monitor type. Path Name The system and the device or IPSLA test name in this format: System name\device IP or IPSLA test name. To remove entries from the Search Results window, select them and click Remove. The Search Results window displays the remaining entries. Select the entries that you want to move from the Search Results window to the Search Members window and click Add. The Search Results window closes and the Search Members window is displayed. Adding a Group by Selecting Groups Choose from other groups (child groups) to create a parent group. You can display parent and child groups hierarchically on the SSM Administration Console; for more information, see Defining Group Display, page 6-6. Step 4 Step 5 Right-click the Group folder and select Add Group. The Add Group window is displayed. Enter data in these fields: Group Name Unique name with a maximum length of 30 characters and no spaces. Group Description (Optional) Meaningful description. Select the Group made by grouping existing groups radio button and click Next. The Add Group window is displayed. To populate the Child Groups list, click Add. The Group Chooser dialog box appears. Select the Auto Create Reports check box to automatically generate appropriate reports for this group during the daily report generation cycle. Selecting this check box enables Service Statistics Manager to generate a new set of reports that includes data only for the managed instances that you selected in Step 4. The set of reports will depend on the type of managed instances selected. For more information on monitor types and their auto-created reports, see Table 6-1. You can select Auto Create Reports only when you add a group. 6-5

Managing Users Chapter 6 Step 6 Step 7 Select groups and click OK. The Group Chooser dialog box closes. Click Finish. Defining Group Display By default, groups are displayed in a flat list. You can alternatively display groups as a hierarchy. In a hierarchical display, you must expand parent group folders to view child groups. Right-click the Group folder; select Display Group and select one of the following: Flat To display all groups in a list. Hierarchical To display a hierarchy of parent and child groups. Editing a Group You can select or deselect the Auto Create Reports check box only when you add a group, not when you edit one. However, you can change anything else about the group, including the group name and whether the group is composed of groups or individually selected managed instances. Right-click the group and click Edit Group. The Edit Group window is displayed. Editing a group is similar to adding a group. For more information, see one of these topics: Adding a Group by Selecting Each Instance, page 6-3 Adding a Group by Selecting Groups, page 6-5 Deleting a Group If you delete a parent group, the child groups remain. Right-click the group and select Delete. The Confirm Deletion window is displayed. Click OK. Managing Users The User folder contains Service Statistics Manager administrator and user accounts, enabling you to control and identify who has access to the system. From this folder, you can add, edit, and delete administrator and user accounts and you can edit roles. When you add or edit a user, you must assign a role or access control for the user. Roles control: Which groups and views a user can access. Whether a user can access the SSM Administration Console. 6-6

Chapter 6 Managing Users For more information, see Managing User Roles and Privileges, page 6-8. User activity on Service Statistics Manager is recorded in the access log file, access.log, which is available in this directory: Installation Directory/pronto/logs/ Adding a User Right-click the User folder and select Add User. The Add User window is displayed. Enter data: Login Username for logging into Service Statistics Manager; enter at least 5 characters. The default login name and password for Administrators is admin. Step 4 Step 5 Password Password for the username. Re-enter Password Password again for verification. Email Address User s e-mail address. Force Change Password Select to force the user to change the password at first login. Select the role that should govern this user account. System-defined roles are: Administrator Capacity Planner Executive Operations To add more roles, click Add (adjacent to the Role field). For more information, see Adding a Role, page 6-10. To view or edit an existing role, click View/Edit (adjacent to the Role field). For more information, see Editing a Role, page 6-12. Users obtain access rights from the selected role. Therefore, select the role appropriately. Select Administrator to assign access to the SSM Administration Console and full configuration privileges to the Service Statistics Manager system and SSM Agents. Click Add to add the new user. A confirmation message is displayed. Click Done to exit the Add User window after adding all required users. Editing a User Use this procedure to reset the user password or to change the user role. You can change any user information except the username. 6-7

Managing User Roles and Privileges Chapter 6 Expand the User folder. Right-click the user to edit, and click Edit. The Edit User window is displayed. The procedure to edit a user is similar to that of adding a new user. After making the required changes, click OK. For more information, see Adding a User, page 6-7. Deleting a User After you delete a user, SLAs and reports created by the user remain. However, the owner for these SLAs and reports is displayed as None. Expand the User folder. Right-click the user to delete, and click Delete. A confirmation window appears. Click OK. Managing User Roles and Privileges Every user is assigned a role. Roles control user access to views, groups, reports, and SLAs in Service Statistics Manager. Roles also control user access to the SSM Administration Console. There are two classes of roles: Administrator Class A role in the Administrator class enables access to both the SSM Administration Console and Service Statistics Manager. Service Statistics Manager provides one default: Role in the Administrator class The default role is also named Administrator. User in the Administrator role The default username is admin. The default user admin and any other user with a role in the Administrator class can create additional users and additional roles (as well as use all features of the SSM Administration Console.) User Class A role in the User class does not provide access to the SSM Administration Console, but does enable some access to Service Statistics Manager. Service Statistics Manager provides three default roles in the User class: Capacity Planner Executive Operations Table 6-2 lists default roles by class, Service Statistics Manager tasks and components, and default access granted to each role. 6-8

Chapter 6 Managing User Roles and Privileges Table 6-2 Default Roles and Privileges for Service Statistics Manager Tasks and Components Task or Component SSM Administrator Console A user in a role in the Administrator Class can access this component and all of its features. This is the only component or task that is exclusive to a user role in the Administrator class. Administrator Class Administrator Role User Class Capacity Planner Role Executive Role Operations Role X Service Statistics Manager Administration Tab Selected Advanced Administration Tasks If you want to configure a role in the User class with the privilege to perform these tasks, you can do so. Allow Auto Discovery Allow Configure Call Quality Ranges X Allow Configure Phone Based Groups A user who has privileges to manage either SLAs or Reports can also manage attribute sets and schedules. Service Statistics Manager Views Tab Manage Views (Add, Edit, Delete) X X X X Access All Views or Selected Views All All Selected: Selected: The selected views listed in this Call Duration Call Analysis table are those that are selected Call Volume Operations Home by default when you first install Service Statistics Manager. Executive Home Performance Service Availability Service Quality Top N Service Statistics Manager Groups Groups are user-defined; users with access to the SSM Administration Console can create groups. Service Statistics Manager does not provide default groups. Access All Groups or Selected Groups All All All All Service Statistics Manager SLAs Tab Users on a system with a Standard license cannot access the SLA tab and cannot manage or access SLAs. SLAs are user-defined; Service Statistics Manager does not provide default SLAs. Manage SLAs (Add, Edit, Delete) X Access All SLAs or Selected SLAs. All All All All 6-9

Managing User Roles and Privileges Chapter 6 Table 6-2 Default Roles and Privileges for Service Statistics Manager Tasks and Components (continued) Task or Component Service Statistics Manager Reports Tab Manage Reports (Add, Edit, Delete) X Access Available Reports or Selected Reports Administrator Class Administrator Role Available Reports Service Statistics Manager provides default reports; for a list, see Default Reports, page 3-3. User Class Capacity Planner Role Executive Role Operations Role A report defined in Service Statistics Manager can be private (accessible only to the creator of the report) or shared with the user group that is, users in the same role or shared with everyone. A user in a role with access to selected reports cannot access shared reports unless they have been added to the list of selected reports for the role. Adding a Role Service Statistics Manager provides these default roles Administrator, Executive, Capacity Planner, and Operations. For more information, see Managing User Roles and Privileges, page 6-8. Step 4 Step 5 Expand the Advanced Options folder. Right-click the Role folder and select Add Role. The Add Role window opens to the General tab. Enter a unique name for the role. Update selections on the General Tab: User Class Select one of these: Administrator A role in this user class provides access to both the SSM Administration Console and Service Statistics Manager. User A role in this user class enables a user to access Service Statistics Manager only. Allow Auto Discovery For more information, see Integrating with Operations Manager and Service Monitor, page 7-8. Allow Configure Call Quality Ranges. Allow Configure Phone Based Groups For more information, see Configuring Phone-Based Groups, page 7-7. Select the Views tab: Select or deselect Allow View Management Enables users in this role to create, edit, and delete views in Service Statistics Manager. Select one of these: All Views Provide users in this role with access to all views. Selected Views Provide users in this role with access to those on the Allowed Views list only. Move views between All Views and Allowed Views using the Add >> and Remove << buttons. 6-10

Chapter 6 Managing User Roles and Privileges Step 6 Step 7 Step 8 Select the Groups tab and select one of these: All Groups Provide users in this role with access to all groups. Selected Groups Provide users in this role with access to groups on the Allowed Groups list. Move groups between the All Groups and Allowed Groups lists using the Add >> and Remove << buttons. Select the SLAs tab: Manage SLAs Select or deselect. Enables users in this role to create, edit, and delete: SLAs For more information, see Using SLA Administration to Manage SLAs, page 5-9. Schedules For more information, see Configuring Schedules, page 7-5. Attribute Sets For more information, see Configuring Attribute Sets, page 7-3. Select one of these: All SLAs Provide users in this role with access to all SLAs. Selected SLAs Select to provide user access to selected SLAs in the system. Move SLAs between the All SLAs and Allowed SLAs lists using the Add >> and Remove << buttons. Select the Reports tab: Manage Reports (create, edit, delete) Select or deselect. Enables users in this role to create, edit, and delete: Reports specified on this tab For more information, see Managing Reports, page 3-31. Schedules For more information, see Configuring Schedules, page 7-5. Attribute Sets For more information, see Configuring Attribute Sets, page 7-3. Select one of these to specify reports: Available Reports Provides access for users in this role to all reports created with either the Share this report with everybody or Share this report with my user group option, available to users with this access control. Private reports are available only to the report owner (the user who created the report). Report access (private/public/user group) can be specified while configuring the report. For more information, see Managing Reports, page 3-31. My user group refers to all users that have the same user role. For more information, see Managing Users, page 6-6. Step 9 Selected Reports Click to choose reports that must be available to users with this access control. Users with this access control can view or manage only those reports that are selected here. A report created with the Share this report with everybody option can be viewed by users only if the report is made available to them. Move reports between the All Reports and Allowed Reports lists using the Add >> and Remove << buttons. Click Add to save the settings and finish defining the role. 6-11

Managing Remote Agents Chapter 6 Editing a Role Caution It is highly recommended that you do not change the default roles Administrator, Capacity Planner, Executive, and Operations. Expand the Advanced Options folder and expand the Role folder. Right-click the role that you want to edit and select Edit. The Edit Role window is displayed. For a description of each tab and the options on each, see Adding a Role, page 6-10. Deleting a Role Service Statistics Manager will not permit you to delete the Administrator role. Caution Do not delete the default roles Capacity Planner, Executive, and Operations. If you delete a role, users assigned to that role are also deleted. Expand the Advanced Options folder and expand the Role folder. Right-click the role that you want to delete and select Delete. A confirmation window appears. Click OK. Managing Remote Agents SSM Agents spawn the creation of monitors, collect data, and deliver it to Service Statistics Manager for storage in the database. Remote SSM Agents are those agents that reside on systems outside the Service Statistics Manager server. An SSM Agent cannot be connected to more than one Service Statistics Manager server simultaneously. After an SSM Agent is disconnected from a Service Statistics Manager server, the SSM Agent can be connected to any other Service Statistics Manager server. If a server with Service Statistics Manager or SSM Agent is rebooted or shut down for any reason, or if the network goes down, the server and SSM agents reconnect automatically on restart. Local Agents versus Remote Agents Generally, all monitors that require direct access to Operations Manager or Service Monitor local resources require an agent on that same system. For example, to parse a log file, the agent must reside on the system where the log file exists in order to access it. 6-12

Chapter 6 Managing Remote Agents The SSM Agent that resides on the Service Statistics Manager server is named SSMServer and must retain this name. Adding a Remote SSM Agent The normal procedure for adding a remote SSM Agent is: 1. Install the SSM agent software on the remote system. For more information, see Installing SSM Agent on Another System, page 7-15. 2. Run discovery. For more information, see Triggering Discovery, page 7-9 or Retriggering Discovery, page 7-11. If discovery fails to add a remote SSM Agent: 1. Ensure that a valid username and password for Operations Manager is provided during discovery. If necessary, supply another username and password and run discovery again; see Retriggering Discovery, page 7-11. 2. If discovery continues to fail, perform the tasks in SSM Agent Troubleshooting Tips, page 6-14. 3. Use the following procedure to add the remote SSM Agent. Expand the Advanced Options folder, right-click the SSM Agents folder, and select Add SSM Agent. The Add Device and Agent window appears, opened to the Configuration tab. Enter the following required information: Device Type Select Server. Device Name Enter a descriptive name for the agent. Do not give the name SSMServer to a remote SSM Agent. SSMServer is reserved for use only as the name of the local SSM Agent on the Service Statistics Manager server. Step 4 Step 5 Step 6 IP Address Enter the IP address or hostname (if using DNS) of the Operations Manager or Service Monitor server with the SSM Agent that you want to add to Service Statistics Manager. Click Next. (Optional) Select a group on the Groups Tab. (Groups are user-defined in the SSM Administration Console; see Managing Groups, page 6-3.) If you select a group, the monitors that the SSM Agent creates will also be added to this group. Click Next. The Add Device and Agent window displays fields listed in the next step. Provide data in these fields: Control Port The default control port (TCP connection port) is 12124. It is highly recommended that you use the default control port unless there is no other alternative. If you must change the port, click Close, complete the task Changing the TCP Connection Port for a Remote SSM Agent, page 6-14, and return to. Agent Name The default value is the device name specified on the previous screen. Agent IP Address The default value is the IP address (or name of the agent if using DNS) entered in the IP Address field. 6-13

Managing Remote Agents Chapter 6 Step 7 Step 8 Step 9 0 1 Associated Device Lists devices with the same IP address as the IP address entered in, which is selected by default. Connection to Server Select Direct Access using TCP/IP. (The SSM agent does not use SSL TCP/IP.) Click Next to create the agent. After the agent is created, a second Add Agent window is displayed to allow selection of monitors for the system. Select the monitors. For a list of the monitor types that are associated with the devices in Operations Manager and Service Monitor, see Devices and Associated Monitor Types, page A-1. To view the new agent, close the SSM Agents folder and expand it again. Click Finish. Service Statistics Manager registers the new agent and creates the specified monitors. The status of each action is listed on the screen. Click OK. Changing the TCP Connection Port for a Remote SSM Agent You must specify the control port for each remote SSM Agent that you add or edit. It is highly recommended that you use the default control port, 12124, unless there is no other alternative. If you must change the control port, use the following procedure. Log in as a Windows system administrator to the system where the SSM Agent resides. Open the pronet.conf file in this folder: Installation Directory\agent\pronto\conf\ Change the port number in this property: pronet.apps.agent.port=number Step 4 Close the pronet.conf file and restart the SSM Agent; see Restarting an SSM Agent, page 6-18. SSM Agent Troubleshooting Tips If you have more than one NIC enabled on your system, see Recovering from Discovery Failure, page 6-16. If an error message is displayed while discovery is running or while you are trying to connect SSM agent with the Service Statistics Manager server, see Recovering from Agent Not Active Error, page 6-16. If your system is not correctly configured, various problems can occur: SSM Agent status can be inactive Discovery can fail Login can fail Use the following procedure to determine the problem and resolve it. 6-14

Chapter 6 Managing Remote Agents From the Service Statistics Manager system, ping the SSM Agent machine. If the SSM Agent machine does not respond, continue to. As a Windows administrator, log into the SSM Agent system and check the port number used by the pronet_agent process (the SSM Agent): a. Open the pronet.conf file in this folder: Install Directory\agent\pronto\conf\ b. Look for this property: pronet.apps.agent.port=number c. Verify that the pronet.apps.agent.port number matches the port number in the SSM Agent object instance (displayed in the SSM Administration Console folder under Advanced Options > SSM Agent). If the port number is the same, proceed to. d. Do one of the following: Change the pronet.apps.agent.port number in the pronet.conf file and restart the SSM Agent (see Restarting an SSM Agent, page 6-18). Change the SSM Agent object by deleting and recreating it. See Deleting an SSM Agent, page 6-17 and Adding a Remote SSM Agent, page 6-13. Check whether another licensed Service Statistics Manager server has already connected to this agent; on the agent machine, issue this command: netstat -an The connection is OK if the port number matches the port number listed in the cntlmod.ini file and the port is in the listen state. In the example below, port number 12124 is in the listen state; the connection is OK. *.12124 *.* 0 0 0 0 LISTEN If the connection is OK, proceed to Step 4. A conflict exists if the netstat command shows a connection with another Service Statistics Manager. In the example below, the second IP address is a second Service Statistics Manager. 207.20.93.203.12124 207.20.93.189.34708 8760 0 8760 0 ESTABLISHED Step 4 Step 5 Disable the connection from one of the Service Statistics Managers. See Disconnecting an SSM Agent, page 6-18. Check whether the SSM Agent is behind a firewall. If so, check whether the port that the SSM Agent is using is disabled on the firewall. Check whether the port is being used by another application on the SSM Agent machine. Service Statistics Manager supports SSM Agent installation only on systems with applications from the Cisco Unified Communications Management Suite, such as Operations Manager and Service Monitor. 6-15

Managing Remote Agents Chapter 6 Recovering from Discovery Failure If discovery fails, confirm that only one NIC is enabled on your system. If more than one NIC is enabled, do this: 1. Disable all but one NIC. 2. From the SSM Administration Console, delete the SSM Agent. (See Deleting an SSM Agent, page 6-17.) 3. Start discovery again; see Retriggering Discovery, page 7-11. Recovering from Agent Not Active Error The following error might be displayed when running discovery or connecting an SSM Agent to the Service Statistics Manager server: The Agent has been created but is not active. Monitors will not be added. This can be caused by (1) Agent slow in initializing (2) Agent not properly installed on device (3) Agent Version being higher than Server Version. If (1), you can click on the Next button to re-connect so that you can add monitors. Or If (2), you can re-type the correct information and click Next. Or, hit the Close button and add the monitors at a later time. If you continue without correcting the information, the SSM Agent is added to the SSM Agents folder, but the SSM Agent is not connected. You should: 1. Delete the inactive SSM Agent: a. In the SSM Administration Console, right-click the SSM Agent. b. Select Delete. 2. Correct problems (see troubleshooting information). 3. Retry making the connection (retrigger discovery or add the agent again). Understanding Communication Between an SSM Agent and the Service Statistics Manager Server SSM Agent connection and communication occur over TCP. A TCP agent passively waits for a connection from the server by listening on a TCP port (port 12124 by default). When adding an SSM Agent, the Service Statistics Manager server tries to contact the agent and establish a connection with it. Editing an SSM Remote Agent To resume data collection after the system date and time has been changed on the system where an SSM Agent is installed, you must restart the SSM Agent; see Restarting an SSM Agent, page 6-18. Expand the Advanced Options and SSM Agents folders. Right-click the SSM Agent to be edited and select Edit. The Edit SSM Agent window is displayed. Update data in any of these fields: Control Port The default control port (TCP connection port) is 12124. It is highly recommended that you use the default control port unless there is no other alternative. If you must change the port, click Close, complete the task Changing the TCP Connection Port for a Remote SSM Agent, page 6-14, and return to. 6-16

Chapter 6 Managing Remote Agents Agent Name Enter a descriptive name. Do not change the name of the local SSM Agent; it must retain the name SSMServer. Step 4 Agent IP Address Enter the IP address of the system where the SSM Agent is installed. Associated Device Device associated with this agent. Click OK. If you have changed any values, click OK. If you do not click OK, changes will not be saved. Deleting an SSM Agent When you delete an SSM Agent, the monitors that the agent created and for which the agent coordinated data collection are also deleted. When you delete an SSM Agent, the SSM Administration Console displays the following confirmation message: All monitors associated with this SSM Agent will be deleted. To completely and permanently remove an SSM Agent, you should also uninstall the SSM Agent software; see Uninstalling a Remote SSM Agent, page 7-17. Expand the Advanced options and the SSM Agents folder. Right-click the agent to delete, and select Delete. If the SSM Agent is currently monitoring applications, a warning message is displayed. Caution Step 4 Do not delete SSMServer. This is the local SSM Agent on the Service Statistics Manager server; it must always appear in the SSM Agents folder. A confirmation window is displayed. Click OK. To confirm that the agent has been deleted, close and then expand the SSM Agents folder. Connecting an SSM Agent Expand the Advanced Options and SSM Agents folders. 6-17

Managing Remote Agents Chapter 6 Right-click the SSM Agent and select Connect Agent. If an error is displayed, see Recovering from Agent Not Active Error, page 6-16 Disconnecting an SSM Agent Expand the Advanced Options and SSM Agents folders. Right-click the SSM Agent and select Disconnect Agent. If Disconnect Agent is dimmed, the agent is already disconnected. After you disconnect an SSM Agent from one Service Statistics Manager server, you can connect the SSM Agent to another Service Statistics Manager server. Restarting an SSM Agent Expand the Advanced Options and SSM Agents folders. Verify that the agent status is Connection Active: a. Right-click the SSM Agent and select Edit. The Edit SSM Agent window appears. b. See Agent Status at the top of the window. If Agent Status is Connection Active, continue to. You cannot restart the agent until Agent Status is Connection Active; see SSM Agent Troubleshooting Tips, page 6-14. Right-click the SSM Agent and select Restart Agent. 6-18