Configuring the Basic Settings for the Trouble Ticket Integration

Before attempting the TT integration, you need to indicate the following:

  • What alarms should be forwarded to the TT system?
  • Should detailed diagnostics be sent to the TT system?
  • Should normal alerts be routed to the TT system?
  • Should logging be enabled? If so, what should be the maximum size of the log file?

To configure the above, follow the steps outlined below:

  1. Login to the eG administrative interface.
  2. Select the Manager option from the Settings tile.
  3. Figure 41 will then appear. From the manager settings tree in the left panel of Figure 41, expand the Trouble Ticket Integration node. Then select the Common Settings sub-node. A Common Settings section will open in the right panel, as depicted by Figure 41.

    Figure 41 : Configuring the common integration settings

  4. From this section, first select the type of alarms that the eG manager should send to the TT system after the integration. For this, select the Critical, Major, and/or Minor check boxes against Alarm preferences.
  5. If you want the TT system to be intimated if a problem is resolved, so that the corresponding trouble ticket is automatically closed, then set the Send normal alerts flag to Yes.
  6. To ensure that detailed diagnostics, if available, are sent along with alarm information to the TT system, set the Send detailed diagnostics flag to Yes.

    Note:

    Even if this flag is set to Yes, the eG manager will send detailed diagnostics to the TT system, only if the following conditions are fulfilled:

    • The Detailed Diagnosis capability should be enabled in the eG license.
    • In case of a redundant manager configuration again, all the eG managers that are part of the cluster should have the detailed diagnosis capability enabled in their respective licenses.
    • Both the normal and abnormal frequencies configured globally or at the test-level for collecting detailed measures should not be 0.
    • The detailed diagnosis flag at the test-level, should be set to On.

    The eG manager should integrate with the TT system via the TT mail interface or the TT CLI only.

  7. Next, if you want the eG manager to track the alarms routed to the TT system and the errors, successes, and failures in the process, you can optionally configure the eG manager to maintain logs of the same. To trigger log generation, set the Enable logging flag to Yes.

    Note:

    • Regardless of the status of this flag, logs will not be generated if eG alarms are transmitted to the TT system via the TT mail interface.
    • Where the eG manager integrates with a TT system via the TT CLI, setting this flag to Yes will result in the automatic creation of a ttexec.log file in the <EG_INSTALL_DIR>\manager\logs directory. By default, these log files capture both the errors and the standard output of the specified Command. A sample log is provided below, where both standard output and errors have been logged:

      03/11/2009 18:25:03 INFO AlarmId “192.168.10.133_1257252903826” –DATE “Nov 03, 2009” –TIME “18:25:02” –Priority “Critical” –ComponentType “Generic” –ComponentName “gen133:NULL” –Layer “Application Processes” –Desc “-|Processes|Process not running{cmd}|gen133” –Service “-“#AlarmId “192.168.10.133_1257252903842” –DATE “Nov 03, 2009” –TIME “18:25:02” –Priority “Major” –ComponentType “Generic” –ComponentName “gen133:NULL” –Layer “Application Processes” –Desc “-|Processes|Process not running{notepad}|gen133” –Service “-“
      03/11/2009 18:36:12 ERROR Executing command – ech AlarmId “192.168.10.133_1257253386239” –DATE “Nov 03, 2009” –TIME “18:32:37” –Priority “Normal” –ComponentType “Generic” –ComponentName “gen133:NULL” –Layer “Application Processes” –Desc “-|Processes|Process not running{cmd}|gen133” –Service “-“#AlarmId “192.168.10.133_1257253386255” –DATE “Nov 03, 2009” –TIME “18:32:38” –Priority “Normal” –ComponentType “Generic” –ComponentName “gen133:NULL” –Layer “Application Processes” –Desc “-|Processes|Process not running{notepad}|gen133” –Service “-“
      03/11/2009 18:36:12 ERROR ‘ech’ is not recognized as an internal or external command,

    • Where the eG manager integrates with a TT system via a web services framework, setting this flag to Yes will result in the automatic creation of <TT_System_Name>_log file in the <EG_INSTALL_DIR>\manager\logs directory. By default, these log files capture both the errors and the standard output.
    • This flag cannot be used to enable logging of SNMP trap transmissions to SNMP managers. Where TT integration is enabled over SNMP traps, logging should be enabled using the procedure discussed in Section 3.3.
  8. Once the Enable Logging flag is set to Yes, you will be allowed to indicate the maximum size (in MB) up to which the log file should be allowed to grow. The default size is 2 MB.

    • Where the eG manager uses the TT CLI to integrate with a TT system, if the ttexec.log file grows beyond the size limit configured in the Log file maximum size text box, the details originally logged in the ttexec.log file will be moved to another log file named ttexec.log.1, and the newer information will be logged in the ttexec.log file.  This log roll over mechanism helps ensure that the log file does not grow beyond control.
    • Where the eG manager uses the web services framework to integrate with a TT system, if the <TT_System_Name>_log file grows beyond the size limit configured in the Log file maximum size text box, the details originally logged in the <TT_System_Name>_log file will be moved to another log file named <TT_System_Name>_log.1, and the newer information will be logged in the <TT_System_Name>_log file. This roll over will continue until a maximum of 10 log files are created – i.e., until a log file named <TT_System_Name>_log.9 is created. After this point, the eG manager will automatically delete the <TT_System_Name>_log.9 file, as it contains the oldest logs.
  9. Finally, click the the Update button in Figure 41 to save the settings.