Service Health Test

A service incident is an event that affects the delivery of the Microsoft Teams service. Service incidents may be caused by hardware or software failure in the Microsoft data center, a faulty network connection between the customer and Microsoft, or a major data center challenge such as fire, flood, or regional catastrophe. Most service incidents can be addressed using Microsoft technology and process solutions and are resolved within a short time. However, some service incidents are more serious and can lead to longer term outages. To avoid such serious outages and ensure high uptime and peak service performance, administrators should be able to detect issues in the Microsoft Teams service much before users complain. The Service Health test helps administrators in this regard!

Note:

This test uses the Microsoft Graph API. Tests that use Microsoft Graph API may not start reporting metrics right away. Sometimes, they may go without reporting metrics for over 48 hours. This is normal behavior, and it occurs because, Microsoft does not collect/refresh the metrics as frequently as the test executes.

This test reports the status of the Microsoft Teams service in real-time, thus proactively alerting administrators to service disruptions and outages. This test additionally reveals the occurrence of service incidents if any, and elaborately describes about such incidents vide detailed diagnostics. If Microsoft Teams has been stopped as part of a planned maintenance activity, then this test indicates the same by reporting the count of maintenance events associated with Microsoft Teams.

Target of the test : Microsoft Teams

Agent deploying the test : A remote agent

Outputs of the test : One set of results for the monitored Microsoft Teams

Configurable parameters for the test
Parameters	Description
Test period	How often should the test be executed
Host	The host for which the test is to be configured. By default, this is portal.office.com
Tenant Name	This parameter applies only if you want the eG agent to use Azure AD Certificate-based Authentication for accessing and monitoring an O365 tenant and its resources. Azure AD certificate-based authentication (CBA) enables customers to allow or require users to authenticate with X.509 certificates against their Azure Active Directory (Azure AD) for applications and browser sign-in. When monitoring highly secure Office 365 environments, you can configure the eG agent to identify itself to a tenant using a valid X.509 certificate, so that it is allowed secure access to the tenant and its resources. By default, the value of this parameter is none. This means that, by default, the eG agent does not use certificate-based authentication to connect to an O365 tenant. On the other hand, if you want the eG agent to use this modern authentication technique to securely access a tenant's resources, you should do the following: Enable Azure AD Certificate-based authentication for the target O365 tenant; this can be achieved manually, via the Office 365 portal, or automatically, using Powershell scripts we provide. For the manual procedure, refer to Manually Enabling Certificate-based Authentication For an Office 365 Tenantunder Microsoft Office 365. For the automatic procedure, refer to Automatically Fulfilling Pre-requisites in a Modern Authentication-Enabled Environmentunder Microsoft Office 365 . When enabling certificate-based authentication, an X.509 certificate will be generated for the target tenant. Configure the Tenant Name parameter with the name of the tenant for which certificate-based authentication is enabled. Using the tenant name, the eG agent will be able to read the details of the X.509 certificate that is generated for that tenant, and use that certificate to access that tenant's resources. To determine the tenant name, do the following: Log in to the Microsoft 365 Admin Center as an administrator. Under Setup, click on Domains. Find a domain that ends with .onmicrosoft.com - this is your Microsoft O365 tenant name.
O365 User Name, O365 Password, and Confirm Password	These parameters need to be configured only if the Tenant Name parameter is set to none. On the other hand, if a valid Tenant Name is configured, then you should set these parameters to none . For execution, this test requires the privileges of an O365 user who has been assigned the Service support admin role and is vested with the View-Only Audit Logs and Team administrator permission. Configure the credentials of such a user against O365 User Name and O365 Password text boxes. Confirm the password by retyping it in the Confirm Password text box. While you can use the credentials of any existing O365 user with the afore-said privileges, it is recommended that you create a special user for monitoring purposes using the Office 365 portal and use the credentials of that user here. To know how to create a new user using the Office 365 portal and assign the required privileges to that user, refer to Creating a New User in the Office 365 Portal under Microsoft Office 365. You can also use eG's proprietary PowerShell script to automatically create a new user, or assign the required privileges to an existing user. To know how to use this script, refer to theAutomatically Fulfilling Pre-requisites in a Basic Authentication-Enabled Environmenttopicunder Microsoft Office 365 .
Domain Name, Domain User Name, Domain Password, and Confirm Password	These parameters are applicable only if the eG agent needs to communicate with the Office 365 portal via a Proxy server. In this case, in the Domain text box, specify the name of the Windows domain to which the eG agent host belongs. In the Domain User Name text box, mention the name of a valid domain user with login rights to the eG agent host. Provide the password of that user in the Domain Password text box and confirm that password by retyping it in the Confirm Password text box. On the other hand, if the eG agent is not behind a Proxy server, then you need not disturb the default setting of these parameters. By default, these parameters are set to none.
Proxy Host, Proxy Port, Proxy User Name, Proxy Password and Confirm Password	These parameters are applicable only if the eG agent needs to communicate with the Office 365 portal via a Proxy server. In this case, provide the IP/host name and port number of the Proxy server that the eG agent should use in the Proxy Host and Proxy Port parameters, respectively. If the Proxy server requires authentication, then specify the credentials of a valid Proxy user against the Proxy User Name and Proxy Password text boxes. Confirm that password by retyping it in the Confirm Password text box. If the Proxy server does not require authentication, then specify none against the Proxy User Name, Proxy Password, and Confirm Password text boxes. On the other hand, if the eG agent is not behind a Proxy server, then you need not disturb the default setting of any of the Proxy-related parameters. By default, these parameters are set to none.
DD Frequency	Refers to the frequency with which detailed diagnosis measures are to be generated for this test. The default is 1:1. This indicates that, by default, detailed measures will be generated every time the test runs, and also every time the test detects a problem. You can modify this frequency, if you so desire. Also, if you intend to disable the detailed diagnosis capability for this test, you can do so by specifying none against DD Frequency.
Detailed Diagnosis	To make diagnosis more efficient and accurate, the eG Enterprise embeds an optional detailed diagnostic capability. With this capability, the eG agents can be configured to run detailed, more elaborate tests as and when specific problems are detected. To enable the detailed diagnosis capability of this test for a particular server, choose the On option. To disable the capability, click on the Off option. The option to selectively enabled/disable the detailed diagnosis capability will be available only if the following conditions are fulfilled: The eG manager license should allow the detailed diagnosis capability Both the normal and abnormal frequencies configured for the detailed diagnosis measures should not be 0.

Measurements made by the test

Measurement

Description

Measurement Unit

Interpretation

Service status

Indicates the current health status of the service.

If the service is not experiencing any service incidents currently. , then this measure will report the value Healthy. On the other hand, if even one service incident is occurring on the service, then this measure will report the value Service Degraded.

The numeric values that correspond to these measure values are discussed in the table below:

Measure Value	Numeric Value
Healthy	1
Service degraded	0

Note:

By default, this measure reports the Measure Values listed in the table above to indicate current health status of a service. In the graph of this measure however, the same is indicated using the numeric equivalents only.

Service incidents

Indicates the number of service incidents that are currently occurring on the service.

Number

Unplanned service incidents occur when Microsoft Teams is unresponsive or unavailable.

Use the detailed diagnosis of this measure to know the complete details of the service incidents.

Maintenance events

Indicates the number of maintenance events currently occurring on the service.

Number

Planned maintenance is regular for Microsoft-initiated service updates to the infrastructure and software applications. Microsoft typically plans maintenance for times when service usage is historically at its lowest based on regional time zones.

The detailed diagnosis of the Service incidents measure reveals the complete details of the problems impacting service availability and responsiveness. The details include when the incident occurred, a brief description of the incident, and the tenant and feature affected by the incident. This information greatly aids troubleshooting.

Figure 1 : The detailed diagnosis of the Service incidents measure reported by the Service Health test