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Tivoli
Service Desk monitors scan
for certain events and take the appropriate action. This help topic describes the purpose
of these monitors and provides instructions for running them. All Tivoli Service Desk
monitors can do the following:
- Run independently of Tivoli Service Desk: The Tivoli Service Desk
monitors are separate programs from Tivoli Service Desk. You can start and run any Tivoli
Service Desk monitor even if Tivoli Service Desk is not running.
- Run continuously in the background: You can run any Tivoli Service Desk
monitor continuously as a minimized program in the background. As a result, notifications,
escalations, and other events can occur in a timely manner without your continued
attention.
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Any Tivoli
Problem Management user can run this utility independently of Tivoli Problem
Management to scan for alarms.
This utility scans for alarms addressed to the user who runs it. Once Alarm Monitor is
started, it works in the background while the user works on other tasks. It notifies the
user when it detects an alarm. For more information on running Alarm Monitor, see Monitoring Alarms. |
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The system administrator runs ECI Monitor to
connect to the IBM Electronic Customer Interface. ECI Monitor can send and receive ECI
calls and status updates. It sends additional comments related to calls and can receive
problem resolution information from ECI. For more information on ECI, see Configuring ECI Integration. |
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The system administrator runs Escalation Monitor
to scan the Tivoli Problem Management database for issues that are due to be escalated
according to escalation
rules. Escalation rules specify the criteria for escalating calls or problems. Escalation
Monitor applies escalation rules, or the default settings if no rules are found, then
escalates calls and problems, and notifies the appropriate help desk analysts and groups.
It increments the issue's escalation level, then calculates the date and time at which the
next escalation will occur if the issue remains unresolved. For more information on
escalation, see Configuring Escalation. |
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The system administrator runs Notification
Monitor to detect non-alarm notifications
created inside Tivoli Service Desk. Notification Monitor routes non-alarm notifications to
messaging systems that are not part of Tivoli Service Desk, such as e-mail
systems, electronic paging systems, and so on. Notification Monitor uses these external
messaging systems to pass these non-alarm notifications to the appropriate users and
groups. Notification Monitor can also pass messages to contacts when the problems they
report are closed. For more information on notifications, see Notifications
and Alarms. Note: In order to use notifications, the system
administrator must also choose which external messaging systems to use and configure notification
methods for those systems. A notification method defines the way a notification is
passed from Tivoli Service Desk to an external system such as Lotus cc:Mail. See Configuring Notification Methods. |
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The system administrator runs NSM Monitor to
communicate via the Tivoli Problem Management NSM Gateway with your NSM platform when a
problem's status changes in Tivoli Problem Management. The system administrator can
configure a remote command or a custom Tivoli
Script subroutine that the Gateway Module executes after it updates a problem for a
managed object in the Tivoli Problem Management database. For more information, see Configuring callbacks. |
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The system administrator runs Service Level
Monitor to scan the Tivoli Problem Management database for Service Level Agreements that
are due to be breached according to previously defined agreement terms. Service Level
Agreements specify the criteria for escalating calls or problems. For more information,
see Configuring Service Level Agreements. |
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The system administrator can run three of the
monitors simultaneously. Escalation Monitor, Notification Monitor, and Service Level
Monitor can be run through a common interface: the Monitor Display dialog box. See Starting the combined monitor. |
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All of the Tivoli Service Desk Monitors, except
the Alarm Monitor, appear in nearly identical dialog boxes. For information on the tasks
you can perform in these dialog boxes, see Stopping a monitor, Setting the polling period for a monitor, Setting the polling period for the combined monitor, and Logging on to an e-mail system. |
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The system
administrator can run Escalation Monitor, Notification Monitor, and Service
Level Monitor through a common interface: the Monitor Display dialog box. To start
the combined monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose All
Monitors.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the All Monitors icon.
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UNIX |
- Change to the directory where the All Monitors program resides.
- At the command line, type monall and press Enter.
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any of the above operating systems |
- Change to the directory where the All Monitors program resides.
- At the command line, type kml monitor and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
Result: The Monitor Display dialog box appears. The combined monitor
begins to scan for issues such as notifications, escalation, service level agreement
breaches.
- You can minimize the Monitor Display dialog box.
Result: Escalation Monitor, Notification Monitor, and Service
Level Monitor continue to run in the background until you stop them. They continue to
scan at regular intervals for as long as the combined monitor is run.
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Any user can scan for Tivoli Problem Management
alarms when not running Tivoli Service Desk by running Alarm
Monitor. For information on starting and using Alarm Monitor, see Monitoring Alarms and Working with Alarms. |
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To start ECI Monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose ECI
Monitor.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the ECI Monitor icon.
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UNIX |
- Change to the directory where the ECI Monitor program resides.
- At the command line, type moneci and press Enter.
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any of the above operating systems |
- Change to the directory where the ECI Monitor program resides.
- At the command line, type kml monitor -M:ECI and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
Result: The ECI Monitor Display dialog box appears. ECI Monitor begins
scanning for ECI events.
- You can minimize the ECI Monitor Display dialog box.
Result: ECI Monitor continues to run in the
background until you stop it. It continues to scan at regular intervals for as long as it
is runs.
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For
best performance and stability, the system administrator should run Escalation Monitor on a computer dedicated to running
monitor processes. In most cases, the system administrator should only run Escalation
Monitor on a single client
workstation. All the workstations in your help desk can receive escalation
information from that workstation. If necessary, the system administrator can run more
than one copy of Escalation Monitor. Running multiple copies of Escalation Monitor is
beneficial in these instances:
- When escalation occurs often (escalation intervals are short) and the escalation times
must be very accurate (a delay of several minutes is unacceptable)
- When your help desk handles so many calls and problems that a single copy of Escalation
Monitor cannot keep up with the escalation schedule
- When you want to ensure that escalation continues uninterrupted. If one copy of
Escalation Monitor stops running, you have a backup.
To start Escalation Monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose
Escalation Monitor.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the Escalation Monitor icon.
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UNIX |
- Change to the directory where the Escalation Monitor program resides.
- At the command line, type monesc and press Enter.
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any of the above operating systems |
- Change to the directory where the Escalation Monitor program resides.
- At the command line, type kml monitor -M:Escalation and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
Result: The Escalation Monitor Display dialog box appears. Escalation
Monitor begins scanning for issues to escalate.
- You can minimize the Escalation Monitor Display dialog box.
Result: Escalation Monitor continues to
run in the background until you stop it. It continues to scan at regular intervals for as
long as it is runs.
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The
system administrator must run Notification Monitor to
pass notifications
from Tivoli Service Desk to the appropriate messaging system. No other user needs to run
it. The system administrator needs to run only one copy of Notification
Monitor on one workstation. For best performance and stability, you should run
Notification Monitor on a computer dedicated to running monitor processes or on a computer
that does not have much user activity. That way, user activities do not affect
Notification Monitor and Notification Monitor does not affect user activities.
To start Notification Monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose
Notification Monitor.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the Notification Monitor icon.
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UNIX |
- Change to the directory where the Notification Monitor program resides.
- At the command line, type monnotfy and press Enter.
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any of the above operating systems |
- Change to the directory where the Notification Monitor program resides.
- At the command line, type kml monitor -M:Notification and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
- One of two things happens:
- The Notification Monitor Display dialog box appears and the program begins to scan for
non-alarm notifications created in Tivoli Problem Management. Choose E-Mail Login.
- If there are any outstanding e-mail notifications when you start Notification Monitor,
an E-Mail Log On dialog box appears (its appearance varies with the type of e-mail
system).
- Log in to the appropriate e-mail system.
Note: Logging on to the appropriate e-mail system enables Notification
Monitor to use the e-mail system to forward the outstanding notifications. For more
information, see Logging on to an e-mail system.
- You can minimize the Notification Monitor Display dialog box.
Result: Notification Monitor continues to run in the background until you
stop it. It continues to scan at regular intervals for new notifications for as long as it
is runs.
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To start NSM Monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose NSM
Monitor.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the NSM Monitor icon.
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UNIX |
- Change to the directory where the NSM Monitor program resides.
- At the command line, type monnsm and press Enter.
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any of the above operating systems |
- Change to the directory where the NSM Monitor program resides.
- At the command line, type kml monitor -M:NSM and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
Result: The NSM Monitor Display dialog box appears. NSM Monitor begins
scanning for changes in problem status in Tivoli Problem Management.
- You can minimize the NSM Monitor Display dialog box.
Result: NSM Monitor continues to run in the background until you stop it.
It continues to scan at regular intervals for as long as it is runs.
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To start Service Level Monitor:
- Use this table to determine your first action.
If you are using... |
then... |
Windows 95 or Windows 98 or Windows NT 4.0 |
- From the Taskbar, choose Start.
- Point to Programs, point to Tivoli Service Desk 6.0, choose Monitors, then choose
Service Level Monitor.
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OS/2 |
- Choose the Tivoli Service Desk folder.
- Choose the Service Level Monitor icon.
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UNIX |
- Change to the directory where the Service Level Monitor program resides.
- At the command line, type monsla and press Enter.
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any of the above operating systems |
- Change to the directory where the Service Level Monitor resides.
- At the command line, type kml monitor -M:SLA and press Enter.
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- In the TSD Log On dialog box, type your
user ID and password, if one is required, then choose OK.
Result: The Service Level Monitor Display dialog box appears. Service
Level Monitor begins scanning for Service Level Agreements that are due to be breached.
- You can minimize the Service Level Monitor Display dialog box.
Result: Service Level Monitor continues to run in the background until
you stop it. It continues to scan at regular intervals for as long as it is runs.
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You can stop any monitor without interrupting
Tivoli Service Desk. Special Considerations:
- You must stop and restart Notification Monitor when
you add new notification
methods.
- Notifications
can be created when Notification Monitor is not running, but they are not delivered until
Notification Monitor is running again. When Notification Monitor is restarted, it scans
for any notifications created in Tivoli Service Desk while it was shut down.
- If you do not run Escalation Monitor, escalation
does not occur.
To stop a monitor:
- If the monitor is running in a minimized state, maximize it.
- In any of the monitor display dialog boxes, choose Close.
Result: The selected monitor display dialog box closes and the program
ends.
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The polling period is the frequency at which a
monitor scans
for an event. For example, Notification Monitor checks
for notifications
that need to be passed to the appropriate messaging systems as intervals determined by its
polling period. You can set the polling period for any monitor except NSM Monitor. The
polling period for NSM Monitor is configured in the Network Management Configuration
dialog box. See Configuring callbacks.
To set the polling period for a monitor:
- In any of the monitor display dialog boxes, choose Configure
Polling.
- In the Polling Configuration dialog box, from the Polling Period list, select the
appropriate scan interval.
Result: The selected scan interval is converted to seconds and appears in
the Seconds box.
- Choose Close.
Result: The selected monitor immediately begins to scan
for events. It continues to scan at regular intervals for as long as it runs.
- Minimize the selected monitor display dialog box.
Result: The monitor continues to run in the background until you stop it.
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You can set different polling periods for
Escalation Monitor, Notification Monitor, and Service Level Monitor in the Monitor Display
dialog box. To set the polling period for the combined monitor:
- In the Monitor Display dialog box, choose Configure Polling.
- In the Polling Configuration dialog box, under Monitor type, select a monitor.
- From the Polling Period list, select the appropriate scan interval. The selected scan
interval is converted to seconds and appears in the Seconds box.
- Repeat steps 2 and 3 for each monitor type.
- Choose Close.
Result: The combined monitor immediately begins to scan for events.
- You can minimize the Monitor Display dialog box.
Result: The Escalation Monitor, Notification Monitor, and Service Level Monitor
continue to run in the background until you stop them.
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Logging on to the appropriate e-mail system
enables Notification Monitor to use the e-mail system to forward the outstanding
notifications. To logon to an e-mail system to forward notifications:
- In the Notification Monitor Display dialog box
or the Monitor Display dialog box, choose E-Mail Login.
- In the E-Mail System dialog box, select an e-mail system and choose OK.
- In the E-Mail Login dialog box, type your e-mail system ID and password.
- Choose OK.
Result: The Notification Monitor Display dialog box or the Monitor
Display dialog box reappears and the program begins to scan for non-alarm notifications
created in Tivoli Problem Management.
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