alert adapter for tme 10 netview for aix -...

User’s GuideAlert Adapter™ for TME 10 NetView for AIX

Version 200

GC32-9153-00

July 1999

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 Alert Adapter™ for TME 10 NetView for AIX User’s Guide v200

Registered trademarks and service marks of Candle Corporation: AF/OPERATOR, AF/PERFORMER, AF/REMOTE, Availability Command Center, Candle Command Center, Candle Electronic Customer Support, Candle logo, Candle Management Server, Candle Management Workstation, Candle Technologies, CL/CONFERENCE, CL/SUPERSESSION, CT, CT/Data Server, CT/DS, DB Logo, DB/QUICKCHANGE, DELTAMON, ETEWatch, IntelliWatch, MQSecure, MQView, OMEGACENTER, OMEGAMON, OMEGAMON/e, OMEGAMON II, OMEGAMON Monitoring Agent, OMEGAVIEW, OMEGAVIEW II, Solutions for Networked Businesses, and Transplex.Trademarks and service marks of Candle Corporation: Alert Adapter, Alert Adapter Plus, Alert Emitter, AMS, Amsys, AUTOMATED FACILITIES, Availability Management Systems, Candle Business Partner Logo, Candle Direct Logo, CandleLight, CCC, CECS, CICAT, CL/ENGINE, CL/GATEWAY, CL/TECHNOLOGY, CMS, CMW, Command & Control, CommandWatch, Connect-Two, CSA ANALYZER, CT/ALS, CT/Application Logic Services, CT/DCS, CT/Distributed Computing Services, CT/Engine, CT/Implementation Services, CT/IX, CT/Workbench, CT/Workstation Server, CT/WS, DB/DASD, DB/EXPLAIN, DB/MIGRATOR, DB/QUICKCOMPARE, DB/SMU, DB/Tools, DB/WORKBENCH, Design Network, DEXAN, eBA*ServiceMonitor, End-to-End, Enterprise Candle Command Center, Enterprise Candle Management Workstation, EPILOG, ERPNet, ESRA, ETEWatch, HostBridge, IntelliWatch Pinnacle, Lava Console, Messaging Mastered, MQADMIN, MQEdit, MQEXPERT, MQMON, NBX, OMA, OMC Gateway, OMC Status Manager, OMEGACENTER Bridge, OMEGACENTER Gateway, OMEGACENTER Status Manager, OMEGAMON Management Center, OSM, PC COMPANION, Performance Pac, PowerQ, PQConfiguration, PQEdit, PQScope, Response Time Network, Roma, Roma Broker, Roma BSP, Roma Connector, Roma Developer, Roma FS/A, Roma FS/Access, Roma Network, Roma Systems Manager, RTA, RTN, SentinelManager, Solutions for Networked Applications, Status Monitor, Tracer, Unified Directory Services, and Volcano.Trademarks and registered trademarks of other companies: AIX, DB2, and MQSeries are registered trademarks of International Business Machines Corporation. SAP is a registered trademark and R/3 is a trademark of SAP AG. UNIX is a registered trademark in the U.S. and other countries, licensed exclusively through X/Open Company Ltd. HP-UX SunOS is a trademark of Hewlett-Packard Company. SunOS is a trademark of Sun Microsystems, Inc. All other company and product names used herein are trademarks or registered trademarks of their respective companies.

Copyright © 1999, Candle Corporation, a California corporation. All rights reserved. International rights secured.

Threaded Environment for AS/400, Patent No. 5,504,898; Data Server with Data Probes Employing Predicate Tests in Rule Statements (Event Driven Sampling), Patent No. 5,615,359; MVS/ESA Message Transport System Using the XCF Coupling Facility, Patent No. 5,754,856; Intelligent Remote Agent for Computer Performance Monitoring, Patent No. 5,781,703; Data Server with Event Driven Sampling, Patent No. 5,809,238; Threaded Environment for Computer Systems Without Native Threading Support, Patent No. 5,835,763; Object Procedure Messaging Facility, Patent No. 5,848,234; Communications on a Network, Patent Pending; End-to-End Response Time Measurement for Computer Programs, Patent Pending; Improved Message Queuing Based Network Computing Architecture, Patent Pending; User Interface for System Management Applications, Patent Pending.

NOTICE: This documentation is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the Government is subject to restrictions set forth in the applicable license agreement and/or the applicable government rights clause.This documentation contains confidential, proprietary information of Candle Corporation that is licensed for your internal use only. Any unauthorized use, duplication, or disclosure is unlawful.

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Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Documentation Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Adobe Portable Document Format . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 1. Introducing the Alert Adapter for TME 10 NetView. . . . . . . . . . 13About the Alert Adapter for TME 10 NetView . . . . . . . . . . . . . . . . . . 14Features of the Alert Adapter for TME 10 NetView . . . . . . . . . . . . . . 16Monitoring Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17A Typical Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 2. TME 10 NetView Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21About the TME 10 NetView Alerts Report . . . . . . . . . . . . . . . . . . . . . 22Inside an Alerts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Understanding Report Data: A Scenario . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 3. Sending CCC Event Data to TME 10 NetView . . . . . . . . . . . . . 31Specifying what Event Data to Emit . . . . . . . . . . . . . . . . . . . . . . . . . 32Creating a Policy Using the NetView_Event Activity. . . . . . . . . . . . . . 34Sending MQSeries Data to NetView: A Typical Scenario . . . . . . . . . . 41

Chapter 4. Displaying CCC Events on TME 10 NetView for AIX . . . . . . . .43Configuring TME 10 NetView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Viewing CCC Alerts on TME 10 NetView . . . . . . . . . . . . . . . . . . . . . 46

Appendixes

Appendix A. Net_Alert Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51About Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Attributes in the Net_Alert Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Contents


Appendix B. Product-Provided Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Product-provided Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Net_Alerts Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Appendix C. Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Candle Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

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Table 1. Contents of this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Table 2. Documentation Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Table 3. Event Categories and Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . 26Table 5. Customer Support Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . 69

Tables

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Preface 7

Preface

Welcome . . .. . . to the Alert Adapter™ for TME 10 NetView for AIX User’s Guide.

This guide introduces you to the Alert Adapter for TME 10 NetView. The Alert Adapter acts as an interface between Candle monitoring products and TME 10 NetView. It makes it possible for you to use the monitoring and automation capabilities of the Candle Command Center® (CCC) to monitorSNMP traps reported to NetView and to send CCC event data to NetView.

This guide covers:

n monitoring NetView alerts on the Candle Management Workstation®

n sending CCC events to NetView

n configuring NetView to display CCC events

n using Net_Alert attributes to create situations that monitor NetView alerts

P

About This Guide


About This Guide

PurposeThis guide is intended to provide the information you need to use the Alert Adapter for TME 10 NetView and the Candle Management Workstation (CMW) to monitor SNMP traps forwarded from NetView and to send event data from the CCC to NetView. It is designed to complement the online help provided with the Alert Adapter and the CMW and the topics covered in the Candle Command Center Administrator’s Guide.

Intended audienceThis guide is intended to be used by system administrators and operators responsible for setting up the Alert Adapter for TME 10 NetView to monitor data from NetView and those responsible for configuring NetView to display data from CCC. It assumes a working knowledge of the Candle Command Center, the Candle Management Workstation, and TME 10 NetView for AIX.

Chapters in this guideThe table below describes the organization and content of the chapters in this guide. Use it to locate information on a particular topic.

Table 1. Contents of this Guide

Chapter name Content

Chapter 1. “Introducing the Alert Adapter for TME 10 NetView” on page 13.

This chapter introduces the Alert Adapter for TME 10 NetView and discusses how it can help you integrate management of your system.

Chapter 2. “TME 10 NetView Reports” on page 21.

Describes the NetView Alerts report.

Chapter 3. “Sending CCC Event Data to TME 10 NetView” on page 31.

Describes how to create policies that send Candle Command Center (CCC) events to TME 10 NetView. It also provides a typical scenario that illustrates how you might use this capability.

Preface 9

About This Guide

Chapter 4.“Displaying CCC Events on TME 10 NetView for AIX” on page 43

Describes how to configure and view the CCC events forwarded to TME 10 NetView.

Appendix A. “Net_Alert Attributes” on page 51.

Lists and defines the Net_Alert attributes provided with the alert adapters.

Appendix B. “Product-Provided Solutions” on page 63.

Describes the product-provided situations and template for the SNMP alert adapters.

Appendix C., “Candle Customer Support” on page 68

Contains information about contacting Candle Customer Support

Table 1. Contents of this Guide (continued)

Chapter name Content

Documentation Set


Documentation Set

IntroductionCandle provides a complete set of documentation for TME 10 NetView for AIX. Each manual in this documentation set contains a specific type of information to help you use the product.

Table 2. Documentation Set

Document Number Title Description

NV54-5510 Alert Adapter for TME 10 NetView for AIX User’s Guide, V200

Introduces you to the Candle SNMP Alert Adapter for TME 10 NetView. Provides information for using the NetView Alerts reports, the Net_Alert attributes, product-provided situations, and the emitter features.

UX51-5821 Installing Candle Systems on UNIX

Provides instructions for planning and installing your Candle Command Center on the UNIX operating system platform.

MW53-5717 Candle Command Center® Administrator’s Guide, Version 300

Introduces you to the Candle Command Center and provides detailed instructions for using the Candle Management Workstation® to monitor your enterprise.

MW54-5718 Candle Command Center® User’s Guide, Version 300

Describes how to use the Candle Management Workstation® to monitor your enterprise and includes several scenarios of typical activities you can perform using the Candle Command Center

Preface 11

Documentation Set

Candle welcomes your comments and suggestions for changes or additions to the documentation set. A user comment form, located at the back of each manual, provides simple instructions for communicating with the Candle Information Development department.

Ordering additional product documentationTo order additional product manuals, contact your Candle Support Services representative.

MW99-5720 Candle Management Workstation® Quick Reference, Version 200

Provides basic instructions for registering users, implementing event-based monitoring, and responding to situation changes, in pocket-size format.

Table 2. Documentation Set

Document Number Title Description

Adobe Portable Document Format


Adobe Portable Document FormatCandle supplies documentation in the Adobe Portable Document Format (PDF). The Adobe Acrobat Reader will print PDF documents with the fonts, formatting, and graphics in the original document. To print a Candle document, do the following.

1. Specify the print options for your system. From the Acrobat Reader Menu bar, select File > Print Setup… and make your selections. A setting of 300 dpi is highly recommended as is duplex printing if your printer supports this option.

2. To start printing, select File > Print on the Acrobat Reader Menu bar.

3. On the Print pop-up, select one of the Print Range options forn a single pagen a range of pagesn all the document

4. (Optional). Select the Shrink to Fit option if you need to fit oversize pages to the paper size currently loaded on your printer.

Printing problems?The print quality of your output is ultimately determined by your printer. Sometimes printing problems can occur. If you experience printing problems, potential areas to check are:n settings for your printer and printer driver. (The dpi settings for both your

driver and printer should be the same. A setting of 300 dpi is recommended.)

n the printer driver you are using. (You may need a different printer driver or the Universal Printer driver from Adobe. This free printer driver is available at www.adobe.com.)

n the halftone/graphics color adjustment for printing color on black and white printers (check the printer properties under Start > Settings > Printer). For more information, see the online help for the Acrobat Reader.

n the amount of available memory in your printer. (Insufficient memory can cause a document or graphics to fail to print.)

For additional information on printing problems, refer to the documentation for your printer or contact your printer manufacturer.

Introducing the Alert Adapter for TME 10 NetView 13

Introducing theAlert Adapter for TME 10 NetView

IntroductionThis chapter introduces Alert Adapter for TME 10 NetView.

Chapter contentsAbout the Alert Adapter for TME 10 NetView . . . . . . . . . . . . . . . . . . . . . . 14Features of the Alert Adapter for TME 10 NetView . . . . . . . . . . . . . . . . . . 16Monitoring Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17A Typical Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

1

About the Alert Adapter for TME 10 NetView



The challengeIncreasingly, system administrators face the challenge of managing information in distributed, heterogeneous environments with multiple focal points and different management tools. Candle Corporation has developed a set of Alert Adapters to help administrators meet this challenge.

Alert Adapters act as interfaces between the Candle Command Center (CCC) and other applications. They make it possible to integrate information from Candle management products with data from third party products on a single workstation. You can monitor SNMP alerts from third party products on the Candle Management Workstation (CMW) or send data about events monitored by Candle products to a third party application.

How alert adapters assist youThe bidirectional interoperability offered by Alert Adapters enables you to:

n Simplify system and application management—You can view and manage applications, operating systems, and resources across your computing environment from a single focal point of your choice.

n Enhance system performance and availability—You can correlate information from different management tools to more effectively manage your networked systems.

n Increase efficiency—By sharing access to information, you can troubleshoot system problems more effectively. By using situations, you can ensure that the CMW notifies you of only those alerts that you consider important.

n Provide flexibility—Administrators and operators can use the management tools they are most familiar with to monitor information, regardless of where it is collected.



How the Alert Adapter for TME 10 NetView worksThe Alert Adapter for TME 10 NetView is an intelligent remote agent that runs on the same host as TME 10 NetView. It monitors SNMP traps received by NetView and forwards them to the Candle Management Server. This information is then made available to the CMW for viewing in reports or for use in creating situations.

What’s new in V200In Version 200, the emitter feature is implemented using advanced automation. You no longer need to create and edit a situation trap table on the Candle Management Server to specify which events you want to emit. Instead, you emit events by creating an automation policy that uses the NetView_Event activity program.

Features of the Alert Adapter for TME 10 NetView


Features of the Alert Adapter for TME 10 NetView

TME 10 NetView Alerts ReportsOn demand, the CMW displays a report of the 100 most recent alerts received by NetView. You can scan these alerts to review what is happening on systems managed by the application. You can also use reports to determine which alerts you want to monitor using criteria-based situations. “TME 10 NetView Reports” on page 21 provides information about the contents of the reports and how to access and display report information.

Product-provided situationsCandle minimizes your programming requirements by providing predefined situations you can use to start monitoring alerts almost immediately. You can also use these product-provided situations as models for creating your own situations. “Product-Provided Solutions” on page 63 provides definitions of the product-provided situations.

Net_Alert attributesCandle also provides a set of attributes you can use to create your own monitoring situations. These attributes let you identify specific aspects of alerts you want to monitor such as type, severity, or source. “Net_Alert Attributes” on page 51 contains descriptions of these attributes.

Emitter featureThe emitter feature enables you to forward Candle events to TME 10 NetView as SNMP alerts. You can send information about situations monitored by any of Candle's wide range of performance and availability management products. “Sending CCC Event Data to TME 10 NetView” on page 31 contains instructions for creating a policy to emit event data to NetView.


Monitoring Alerts

Monitoring Alerts

OverviewThe CMW offer two methods for monitoring alert data forwarded by Alert Adapter for TME 10 NetView: on-demand reports and situation-based alerts.

Using the NetView Alerts reportsThe Alert Adapter for TME 10 NetView provides a report which displays on demand the 100 most recent alerts received by TME 10 NetView. The columns in the NetView Alerts report generally correspond to the attributes you can use to create monitoring situations. “TME 10 NetView Reports” on page 21 describes the contents of the Alerts report and offers a typical scenario for how you might use report data.

Using situation-based alertsAlerts received by TME 10 NetView can range from informational to critical. Using situations enables you to monitor for alerts that you consider significant instead of sifting through all the alerts that the application received. For example, you can monitor alerts from a specific resource or alerts of a particular level of severity.

You can use and modify the predefined situations that Candle provides or create your own using attributes that let you uniquely identify alerts and classes of alerts. “Product-Provided Solutions” on page 63 describes the predefined situations. “Net_Alert Attributes” on page 51 describes the attributes.

A Typical Scenario


A Typical Scenario

BackgroundYou are a system administrator for Global Financial (GF), a multinational company with a highly decentralized, multiplatform computing environment. For many years, GF has relied on Candle OMEGAMON™ products to manage the performance and availability of its mainframe resources. In the last few years it has added several Candle Command Center products for both mainframe and distributed systems.

Many network administrators at GF, however, use TME 10 NetView for AIX to monitor the company's TCP/IP based UNIX networks. You would like to integrate information about network alerts with the system and application information you monitor with Candle products, so you have purchased and installed the Alert Adapter for TME 10 NetView.

Monitoring network availabilityYour staff in Europe is dependent on a frame relay link connected via a router in New York for access to the corporate distributed database. On your CMW, you have a managed object representing your European operations in London, Paris, and Hamburg. This aggregate object contains other managed objects representing a distributed database application, the host application server, Oracle databases, and the network resources that your international operations depend upon.

You create the following situation to monitor TME 10 NetView for any critical SNMP traps received from the routers in London, Paris, Hamburg, or New York:

*IF ((Net_Alert.Event_Origin *EQ ’NewYork.Corp.Com’

*OR Net_Alert.Event_Origin *EQ ’London.Intl.Com’

*OR Net_Alert.Event_Origin *EQ ’Paris.Intl.Com’

*OR Net_Alert.Event_Origin *EQ ’Hamburg.Intl.Com’)

*AND (Net_Alert.Severity *GT warning))

You assign the situation to Warning state of the managed object representing network resources. Now, any network alert of a severity greater than warning will cause a state change on both the Resources and the European Operations


A Typical Scenario

managed object icons. For example, a Link_Down SNMP trap sent to TME 10 NetView from any of the routers that the international organization depends upon will cause the managed object to change state.

A Typical Scenario


21

TME 10 NetView Reports

IntroductionThis chapter describes the contents the TME 10 NetView Alerts reports. It also discusses how to access and modify report contents and provides a scenario illustrating how you can use the report.

Chapter ContentsAbout the TME 10 NetView Alerts Report. . . . . . . . . . . . . . . . . . . . . . . . . 22Inside an Alerts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Understanding Report Data: A Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2

About the TME 10 NetView Alerts Report



OverviewThe TME 10 NetView Alerts report enables you to use a Candle Management Workstation (CMW) to monitor alerts received by NetView. These reports include information such as:

n the category and severity of the alert

n the system on which the reported event occurred

n the time at which the alert was received

Using the TME 10 NetView Alerts reportSNMP alerts can be generated for a number of network and system resources. Poor performance or unavailability of any one of these resources can impact your mission-critical, distributed applications. By monitoring alerts with the TME 10 NetView Alerts report and the Candle Command Center (CCC), you can minimize that impact. You can easily integrate the SNMP alert information with the systems management and application availability information you receive from Candle monitoring products.

You can use the TME 10 NetView Alerts reports to:

n review the overall performance of systems and networks you manage with TME 10 NetView

n spot potential or current trouble spots

n evaluate information for capacity planning

n identify and anticipate times of peak usage

n determine which conditions you want to monitor as situations on your Candle Management Workstation (CMW)

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Accessing a TME 10 NetView Alerts reportTo access a report:

1. In the CMW Main window, double-click the Reports icon. The Reports folder opens, showing a report icon for each CCC product you are authorized to view, including one for the TME 10 NetView Alerts report.

2. Double-click the TME 10 NetView Alerts report icon. The report opens, showing a list of managed systems whose report data you can view.

3. Double-click the row representing the managed system for which you want to view alert data.Result: The report opens, showing real-time data collected for the managed system you selected.

Viewing additional dataThe TME 10 NetView Alerts report contains more information than you can see in a single window. To view additional columns, press the right arrow in the horizontal scroll bar. To view additional rows, press the down arrow in the vertical scroll bar.

On the CMW for OS/2, you can use the split bar to narrow the first column so that you can see more columns to the right without scrolling. On the CMW for Windows NT, you can use the split bars to change the size of any column to maximize or minimize the amount of information you see.

Where to find more information about reportsTo find more detailed information about Alerts reports, right-click the TME 10 NetView Alerts report icon in the Reports container on the CMW and select Open as Help from the pop-up menu.



Customizing reportsYou can modify the contents of the reports in several ways.

n Use the Custom Report settings page to create reports from selected systems or with specified contents.

n Use the Sort settings page to organize information based on the value of a specified parameter.

n Use the Include settings page to include or exclude information in a particular range.

n Use the Columns settings page to include or exclude particular columns.

Consult the online help on each settings page for the procedures for customizing reports.

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Inside an Alerts Report


OverviewThe TME 10 NetView Alerts report presents data in tabular form. Each column represents a general alert characteristic. Each row represents an alert that NetView received. Within each row, the fields represent the values for each alert for a particular characteristic.

Columns and their descriptionsThe following table describes the data in each column of the TME 10 NetView Alerts report.



Table 3. Event Categories and Descriptions

Column Name Description

Alert Category The category of the network alert

The meaning for the values are given below.

Value Meaning

Threshold Exceeded Programmed threshold reached

Network Error Network operation failed, capacity

exhausted, etc.

Status Event Status reporting, node online/offline,

etc.

Node Configuration Changed Node interface added, address

changed, etc.

Application Events Manager application events,

subagent alerts

Information Log Informational, such as entries for

logging

Undetermined Cause of event cannot be identified

Alert description The description or identification of a detected monitoring event

Alert Event ID The name of the monitored event

This name may be customized on a particular network management application.

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Enterprise Name The identifier, in textual format, of the enterprise object that emitted the trap

The field displays only as much of the textual name as the network manager surfaces. It returns any unresolved portion in dot decimal format. If the Enterprise name is longer than 64 characters, only the last 64 characters are displayed. The name is truncated from the left to preserve unique information.

Enterprise Object ID The identifier, in dot decimal format, of the enterprise object that emitted the trap

Event Origin The Internet Protocol (IP) address of the device or managed system that generated the event

You can monitor all alerts that originate from a troubled managed system or a critical network resource such as a gateway node or a router.

Logged Time The time at which the alert occurred

All times are local time at the managed system on which you installed the alert adapter

MIB Name An abbreviated name for the enterprise object ID

This name may be customized on a particular network management application.

Severity The severity level of the alert

Severity is assigned by the administrator of the network management application. The possible values are:n Clearedn Undeterminedn Warningn Minor Errorn Majorn Critical

Table 3. Event Categories and Descriptions (continued)




SNMP Trap The type of SNMP trap

The possible values are:n Cold Startn Warm Startn Link Downn Link Upn Authentication Failuren Neighbor Lossn Local Trap (Enterprise-specific)

Values Additional information about an alert, if available

The information returned varies from application to application. It may include predefined MIB variable values.

This is report-only information. You cannot use the data in this column for creating situations.

Table 3. Event Categories and Descriptions (continued)


29

Understanding Report Data: A Scenario


BackgroundYou are a system administrator for Global Financial. You use Candle Command Center products to manage your mainframe and distributed systems data. However, Global Financial monitors most of its TCP/IP based networks with TME 10 NetView. You have purchased Alert Adapter for TME 10 NetView so that you can integrate network data with the your mainframe and distributed systems data.

In the following scenario, you review TME 10 NetView Alerts report data to learn what type of information is being received and to decide what situations you want to monitor on your Candle Management Workstation.

Viewing report dataYou log on the the CMW, then opens the reports folder. You double-click the TME 10 NetView Alerts report icon, then select the managed system on which the application is located.

Since you are interested in network problems, you use the Include settings page to filter on the Category "Network Error."

To find out more about the alerts, you scroll to the right so you can check the descriptions of the alerts, and then you check Event Origin to see which system the events occurred on. You check the Enterprise name to find out which devices actually caused the alerts. Finally, you export a copy of the report to an ASCII file, so that you can print the report out and save it for comparison with later reports.

Sending CCC Event Data to TME 10 NetView 31

Sending CCC Event Data toTME 10 NetView

IntroductionThis chapter explains how to use the Candle Management Workstation (CMW) to create policies that emit event data to the TME 10 Enterprise Console. It also provides a typical scenario that illustrates how you might use the emitter feature.

Chapter ContentsSpecifying what Event Data to Emit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Creating a Policy Using the NetView_Event Activity . . . . . . . . . . . . . . . . . 34Sending MQSeries Data to NetView: A Typical Scenario. . . . . . . . . . . . . . 41

3

Specifying what Event Data to Emit



OverviewYou specify what event data you want to emit by creating policies that contain the situation or situations you want to monitor and the NetView_Event activity program. When the conditions described in the situations become true, the CMW automatically emits the data you specify to NetView.

A reminder about required authorityYou must have Change Policy authority to create policies in the Policy Editor. If you have Create User authority, by default you have Change Policy authority.

Only a CMW administrator or someone with Create User authority can grant user authority. Refer to the Candle Command Center Administrator’s Guide for instructions on assigning authority to users.

Accessing the Policy editorYou access the Policy editor from the Policies folder in the Administration folder. Follow the steps below to access the Policy editor.

1. In the CMW Main window, double-click the Administration folder.

2. In the Administration window, double-click the Policies folder.The Policies window opens.

Creating a Policy Using the NetView_Event Activity



OverviewThe following procedure tells you how to create a simple policy that emits event data to NetView. For instructions on creating more complex policies, refer to the Candle Command Center Administrator’s Guide.

Procedure to create a policyTo create a policy:

1. In the Policies window, select Create New . . . from the Edit menu. The Policies - Create New window appears.

2. In the Policies - Create New window:a. For Object Name, type a name for the policy.b. For Description, type a description of the policy.c. For Type of System to Manage, select the appropriate type of managed

system for the situation you intend to monitor or select All Managed Systems. (Since the example policy uses a MQSeries situation, the MQ managed system type is selected in this example.)

d. Click Create.The Policy editor appears.



3. Select the Wait for Situation Event object from the toolbar, then move the cursor onto the work area and click to place the object. (If the Correlate Policies by Platform box is checked on the Policies - Create New window, this step is done automatically.)The Select a Situation window appears.

4. Select or create the situation from which you want to generate a ticket, then click OK.

5. Select the Activity Program object from the toolbar, then move the cursor to the right of the situation object on the work area and click to place the activity object. The Select Activity Program window appears.



6. Select NetView_Event and click OK. The Program Parameters window appears.



7. Complete the Program Parameters window as follows:a. Select Managed System, then in the Value dropdown menu select the

managed system on which the emitter agent to which you want to send event data is installed. If you want to send the same situation to two different NetView consoles, you must create a separate policy for each one.

b. Select NetView_Severity, then from the Value dropdown menu select the severity you want to assign to the event.

c. Select Attributes. When the Attributes window appears, select the attributes whose values you want forwarded to NetView from the Available Attributes list, then click <<ADD to add them to the Selected Attributes list. You can choose up to 10 attributes.

d. Click OK to close the Attributes window.e. Click OK to close the Program Parameters window and save the

settings.

8. Select the Connector object , click on the situation, then drag the connector to the activity object. When you release the mouse button, the Select an End Code window appears.

9. Select the appropriate end code, then click OK.Your policy should look something like the policy shown in the following graphic:



.

10. Distribute the policy to the managed systems you want to monitor:a. Select Open as Settings from the Policy menu.b. If necessary, select the Distribution tab.c. In Available lists, select the managed systems from which you want the

event data forwarded is running.

Note: If the Available list box is empty, or a particular managed system does not appear, the agents are not at CCC 98 level.

d. Click <<ADD.e. Click OK to save the setting and close the notebook.

Saving the policyTo save the newly created policy:

1. Double-click on the system menu icon in the upper left corner of the Policy editor to close the window. A prompt appears asking if you want to save the policy.

2. Click Yes. A prompt appers asking if you want to restart the policy on all managed systems.



3. Click Yes. The Policy editor closes and the Policies window reappears.


Sending MQSeries Data to NetView: A Typical Scenario


Overview This scenario illustrates one of the many ways in which you might use the emitter agent for TME 10 NetView.

Background Your company has recently purchased Candle’s Candle Command Center for MQSeries to collect and analyze message queue data on both mainframe and distributed systems. The network administrators in your company would like to access the MQSeries data on NetView. To achieve this, the company has purchased the TME 10 NetView for AIX. The emitter feature of the alert adapter enables the company to send CCC data, including MQSeries data, to all their instances of NetView. You are the CCC system administrator responsible for creating the entries that will send the MQSeries information to NetView.

MQSeries situations One of the situations that the company monitors with the CCC for MQSERIES is MQSeries_CRITICAL. This situation actually comprises several product-provided situation that monitor critical conditions:

n MQSERIES_Channels_Indoubt

n MQSERIES_Channel_Stopped

n MQSERIES_Dead_Letter

n MQSERIES_Queue_Depth_High

n MQSERIES_Queue_Full

n MQSERIES_Queue_Server_Int_High



Creating the emitter policy The network administrators want to be notified whenever MQSeries_CRITICAL becomes True on any MQSeries node. So you create the following policy:

This policy tells the CMS to send an alert to the NetView emitter agent installed on the specified system whenever the status of an MQSeries_Critical situation changes to True. From there, the emitter will send the information as an SNMP trap to NetView.

Viewing the alert On the management console, the network administrators receive notification of a Candle event. They use the event browser to view the message, which includes the name of the situation that tripped, the time at which the event occurred, the managed system on which the event occurred, the situation predicate, and the related attributes and their values.

Displaying CCC Events on TME 10 NetView for AIX 43

Displaying CCC Events on TME 10 NetView for AIX

IntroductionThis chapter gives the procedure for configuring TME 10 NetView for AIX to interpret and display the information it receives from the emitter agent of the Alert Adapter for TME 10 NetView. It also discusses how to access and view the information on the TME 10 NetView console.

This chapter assumes that you have installed and started the emitter agent and created policies for the situations you want the Candle Management Server to forward to TME 10 NetView.

Chapter ContentsConfiguring TME 10 NetView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Viewing CCC Alerts on TME 10 NetView . . . . . . . . . . . . . . . . . . . . . . . . . 46

4

Configuring TME 10 NetView



OverviewAfter you create policies to send Candle event information to the Alert Adapter for TME 10 NetView emitter agent, you need to configure TME 10 NetView so that it can interpret the information and present it in an easily readable format.

The configuration processConfiguring TME 10 NetView involves:

n Loading and compiling the Candle Managed Information Bases

Candle supplies three Managed Information Bases (MIBs) that define the information forwarded to the emitter agent about Candle Command Center events. You load these MIBs and compile them so that NetView can display the enterprise object IDs in SNMP traps in textual form instead of dot-decimal form.

n Specifying how TME 10 NetView displays variable information

You specify how NetView should display event information so that you can read it more easily. For example, you can specify a category and a description for the event. You can also indicate how NetView should parse the SNMP protocol data unit (PDU) variable bindings.

About the configuration scriptYou configure NetView using the Candle configuration script. You must have root authority to run this script.

The Candle configuration script resides in the candlehome/bin directory of the system on which you installed the emitter agent of the Alert Adapter for TME 10 NetView. The script issues the following commands:

xnmloadmib loads the Candle MIBs

addtrap configures the NetView trapd.conf file.



Running the configuration scriptTo run the knv_trap script, use the following procedure.

1. Log on to the system where you installed the emitter agent.

2. Change to the /config directory:cd candlehome/arch/tr/config

where candlehome is the full path name of the Candle product subdirectory, and arch is the type and version of the operating system.

3. To run the script, type:setup.sh

Result: You loaded the Candle MIBs and configured the NetView trapd.conf file to display the event information.

Viewing CCC Alerts on TME 10 NetView



OverviewThis section describes how to access and read the event information that the CMS sends to TME 10 NetView.

Using the Events Display ApplicationYou use the TME 10 NetView Events Display Application to view Candle SNMP traps in either the Events Card or the Events List. Consult your NetView documentation for instructions on accessing the Event Display Application.

The Events Cards and the Events List present information about alerts in two parts: a header and a variable bindings (varbind) list. SNMP PDU variable bindings contain the individual elements of an SNMP trap.

Reading the headerThe header summarizes information about the event that caused the trap to be generated in easily readable form. The header is similar to the following:

DESCRIPTION Wed May 15 11:12:23 1996 Sycamore.Candle.Com Candle Command Center Alert: Situation name=High_CPU, Origin node=NetViewWillow.Candle.Com, Time=0960515111210000,



Reading the alert informationThe variable binding list that follows the header consists of a set of variable bindings in the format:.

[#] enterprise name (ASN.1 type) value

The values for the first four entries indicate:

n the name of the situation that raised the event

n the name of the managed system on which the event occurred

n the time at which the event occurred, in 16-character format (CYYMMDDHHMMSSmmm)

n the current status of the situation

These first entries are followed by another set of variable bindings related to the situation. The first variable binding entry represents the name of the situation. The second entry represents the managed system on which the event occurred. The third entry represents the timestamp of the event. The fourth entry represents the status of the situation (which is always true). The fifth entry represents the situation predicate. The sixth entry represents the severity of the event. The seventh entry represents the result row of the situation (usually the values of the attributes specified in the Program Parameters window when the emitter policy was created).

Example of predicate tripletThe following is an example of situation-related variable bindings.

[1] tSITSTSH-CurrStat-Row.sitName (OctetString): Flipper

[2] tSITSTSH-CurrStat-Row.sitCurrStat-OriginNode (OctetString): juno.candle.com

[3] tSITSTSH-CurrStat-Row.sitCurrStat-LocalTimeStamp (OctetString): 0980529150359999

[4] tSITSTSH-CurrStat-Row.sitCurrStat-DeltaStatus (Integer): 1

[5] tSITSTSH-CurrStat-Row.sitCurrStat-Predicates (OctetString): Local_Time.Seconds > 30

[6] tSITSTSH-CurrStat-Table.tSITSTSH-CurrStat-Row.6 (OctetString): CRITICAL



[7] rESULTS-Table.rESULTS-Row.results-Data (OctetString): Local_Time.Seconds=59;Local_Time.Month_Of_Year=05;Local_Time.Minutes=03;Local_Time.Hours=15;Local_Time.Day_Of_Week=06;Local_Time.Day_Of_Month=29;

Identical trapsYou may notice what appear to be identical traps. These traps actually represent discrete events generated by the same situation on the managed system during a single monitor interval. For example, a situation monitoring at a five-minute interval might have seven rows of data (discrete events) that satisfy the situation thresholds. This would result in seven identical SNMP traps, which might even have the same timestamp.

Appendixes 49

Appendixes

50 Alert Adapter™ for TME 10 NetView User’s Guide v200

Net_Alert Attributes 51

Net_Alert Attributes

IntroductionThis appendix contains the definitions and values for the Net_Alert attributes provided by the Alert Adapter for TME 10 NetView.

Appendix ContentsAbout Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Attributes in the Net_Alert Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

A

About Attributes


About Attributes

Overview of attributesA Net_Alert attribute is a characteristic of an alert, or trap, such as category or severity. You use attributes to create situations that monitor specific alerts or types of alerts.

About attribute groupsAttributes designating functionally similar characteristics belong to the same attribute group. The attributes provided by Alert Adapter for TME 10 NetView comprise only one group, the Net_Alert group.

Attribute formatYou specify attributes using the following format:

Group_Name.Attribute_Name

Using attributesYou use attributes to create situations that define rules for monitoring alerts. For example, you can create situations that monitor for alerts originating from a specific network device or alerts with a specific severity.

When the values for attributes of alerts relayed to a Candle Management Server match the values you specify in situations, the managed objects associated with the situations change appearance, alerting you to problems.


About Attributes

Attributes and reportsA report generally corresponds to a group of attributes; the columns of the report generally correspond to the attributes available for the creation of situations.

In the case of the NetView Alerts report, 9 of the 11 columns are available as attributes. Two additional attributes are available that do not appear in the Alerts report: Net_Alert.Frequency_Period and Net_Alert.Frequency_Threshold.

Attributes in the Net_Alert Group



Overview of Net_Alert attributes groupThis section describes the attributes in the Net_Alert group and presents information about how to use each attribute.

Working with Net_Alert attributesNet_Alert attributes enable you to create situations that identify particular alerts or types of alerts you want the CMW to notify you about. You can identify most network events by a single attribute or by a combination of alert attributes. For maximum performance, your definitions should be specific.

For example, if you want information about the alert RMON_RISE_ALARM from the RMON MIB, you might define the following situation:

(*VALUE Net_Alert.MIB_Name *EQ rmon) *AND

(*VALUE Net_Alert.Event_ID *EQ RMON_Rise_Alarm)

Alert adapters monitor events as they occur rather than polling for them at intervals, so you do not set a monitor interval for situations you create with Net_Alert attributes.

Resetting Net_Alert situationsBecause alert adapter events are "pure" rather than polled, the CMW does not reset them automatically. You must either reset them manually or use the UNTIL predicate in the situation to define the conditions under which the CMW should reset them.

CategoryThe category of the event that caused the alert

This is an enterprise-specific attribute, defined during trap customization. The administrator for the network management application defines the alert category. Refer to the documentation for TME 10 NetView for information on configuring alert categories.

Valid ValuesYou can use either a value or a text string to specify an alert category. The default categories are:



Value Text

0 Threshold_Exceeded

1 Topology_Changed

2 Network_Error

3 Status_Event

4 Node_Configuration_Changed

5 Application_Events

6 All_Category_Event

7 Information_Log

8 Map_Event

9 Undetermined

UsageThe only valid function for this attribute is Value. The valid operators for this attribute are:

Equal

Not equal

Greater than

Greater than or equal to

Less than

Less than or equal to

Enterprise_NameThe abbreviated textual form of the enterprise object ID

You must specify the name exactly as it appears in the Management Information Base (MIB). The name is case-sensitive.

Value Formatn Simple text stringsn Up to 64 characters



ExampleIf you want to monitor alerts from an IBM 6611 Network Processor, specify:

*Value Net_Alert.Enterprise_Name *EQ iso.org.dod.internet.private.enterprises.ibm6611

UsageThis name can be quite long. Candle recommends creating situations with the enterprise name in dot decimal form. You can also use the MIB name if you have configured it in the network management application.

The valid functions for this attribute are:

n Valuen String scann SubstringThe only valid operator for this attribute is Equal.

Enterprise_Object_IDThe dot decimal name of the enterprise object you want to monitor

This name is the fully qualified enterprise name specified in the Structure of Management Information (SMI) in RFC 1155. Each object type is given a name represented as a sequence of integers separated by periods. These integers represent nodes on a global tree, uniquely identifying the object type.

To determine the correct Object ID for the enterprise, use a MIB browser.


ExampleIf you want to monitor alerts from an IBM6611 Network Processor, specify:

*Value Net_Alert.Enterprise_Object_ID *EQ 1.3.6.1.4.1.2.6.2



UsageThe valid functions for this attribute are:


Event_IDThe event name associated with an SNMP trap

This name may be customized. Refer to the administration guide for your SNMP manager for details on customizing trap definitions.

You must use this attribute in combination with the Net_Alert.MIB_Name attribute.


ExampleIf you want to know when an RMON alarm occurred, create the following predicate:

(*VALUE Net_Alert.MIB_Name *EQ rmon) *AND

(*VALUE Net_Alert.Event_ID *EQ RMON_Rise_Alarm)





Event_OriginDot decimal Internet Protocol (IP) address of the device you want to monitor




Frequency_PeriodThe period of time (in seconds) within which a specified number of alerts occur

Value Formatn Integer

ExampleIf you want notification when 5 or more alerts occur within 60 seconds, create the following predicates:

(*VALUE Net_Alert.Frequency_Threshold *GE 5) *AND (*VALUE Net_Alert.Frequency_Period *EQ 60)

UsageThis attribute must be used in conjunction with Net_Alert.Frequency_Threshold. The only valid function for this attribute is Value. The only valid operator for this attribute is Equal.

Frequency_ThresholdThe number of times an alert occurs within a specified period

This attribute is useful when monitoring network events that occur frequently within a specific period of time.



Value Formatn Integer

ExampleIf you want notification when 5 or more alerts occur within 60 seconds, create the following predicate:

(*VALUE Net_Alert.Frequency_Threshold *GE 5) *AND (*VALUE Net_Alert.Frequency_Period *EQ 60)

UsageYou must use this attribute in combination with Net_Alert.Frequency_Period.

The only valid function for this attribute is Value. The valid operators for this attribute are:

n Equaln Not equaln Greater thann Greater than or equal ton Less thann Less than or equal to

Logged_TimeThe time at which the event occurred

Valid ValuesThe format is CYYMMDDHHMMSSmmm, where:

C Century (0 for 20th)

YY Year

MM Month

DD Day

HH Hour

MM Minute

SS Second

mmm Millisecond



UsageThe only valid function for this attribute is Value.

MIB_NameAn abbreviated name for the enterprise object ID

The MIB name is an abbreviated form of the object type (enterprise object ID) that you want to monitor. This name is configured in the SNMP manager. Refer to the documentation for your application for details on customizing enterprise names.

Value Formatn Simple text strings

UsageThe MIB name is case-sensitive and must match the Enterprise in the trapd.conf file. The valid functions for this attribute are:


SeverityThe severity level of an event notification

The network management application determines the definition of severity level. Refer to the documentation for the application for information on customizing severity.

Valid ValuesEnter either value or text in the Value field of the Expression window.

Value Text

0 Cleared

1 Undetermined

2 Warning

3 Minor_Error

4 Major



5 Critical

UsageThe only valid function for this attribute is Value. The valid operators for this attribute are:

n Equaln Not equaln Greater thann Greater than or equal ton Less thann Less than or equal to

SNMP_TrapThe type of SNMP trap

Valid ValuesEnter either value or text in the Value field of the Expression window.

Value Text

0 Cold_Start

1 Warm_Start

2 Link_Down

3 Link_Up

4 Authentication_Failure

5 Neighbor_Loss

6 Local_Trap

UsageThe only valid function for this attribute is Value. The only valid operator for this attribute is Equal.

ValuesSpecific information about an alert or private enterprise alert variables

This information varies depending how TME 10 NetView is configured. This attribute also functions as a place holder for cases not covered by the other Net_Alert attributes.



Value Format.n Simple text strings



Product-Provided Solutions 63

Product-Provided Solutions

IntroductionThis appendix contains information about the predefined situations and the template provided with the Alert Adapter for TME 10 NetView.

Appendix ContentsProduct-provided Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Net_Alerts Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

B

Product-provided Solutions



Using of product-provided situationsThe Alert Adapter for TME 10 NetView provides predefined situations that make it possible for you to begin monitoring alerts as soon as you log on to a CMW. The product-provided situations are assigned to appropriate states of the Alerts template.

Some of the situations are set to activate at startup. The first time you log on after you install an alert adapter, the CMW automatically creates a managed object based on the Alerts template. Then the CMW begins to monitor these situations on systems where you have installed an alert adapter.

You can customize product-provided situations to make them more appropriate for your site or use them as models for creating situations other situations that suit your needs. For example, you can add the gateway node address or enterprise name to a product-provided situation to filter network events down to smaller sets of relevant activities.

Product-Provided Solutions 65


Product-provided situations and their descriptionsThe table presents the descriptions, activate at startup status, and definitions for each product-provided situation. It also indicates the state to which the situation is assigned.

TABLE 4. Product-provided Situations

Name

Activate at

Startup Description, Logic, and Values

AuthenFail_Alerts Yes Checks for unauthorized or incorrect SNMP requests This situation is assigned to the Warning state.

(*VALUE Net_Alert.SNMP_Trap *EQ 4) *AND (*VALUE Net_Alert.Frequency_Threshold *GE 3) *AND (*VALUE Frequency_Period *LE 60)

HighSev_Alerts Yes Monitors all major and critical alertsThis situation is assigned to the Critical state.

*VALUE Net_Alerts.Severity *GE 4

LinkStat_Alerts No Monitors the status of node links (up or down)This situation is assigned to the Critical state.

(*VALUE Net_Alert.SNMP_Trap *EQ 2) *OR (*VALUE Net_Alert.SNMP_Trap *EQ 3)

Error_Alerts Yes Checks for alerts of the category "network error"This situation is assigned to the Critical state.

*VALUE Net_Alert.Category *EQ 2

LowSev_Alerts No Monitors low severity network alertsThis situation is assigned to the Warning state.

*VALUE Net_Alert.Severity *LT 4

Cisco_Alerts No Checks for all Cisco alertsThis situation is assigned to the Critical state.

*VALUE Net_Alert.MIB_Name *EQ cisco

Net_Alerts Template


Net_Alerts Template

The Alert Adapter for TME 10 NetView provides a Net_Alerts template, to which all the predefined situations are assigned. Use this template to create new managed objects for monitoring situations you create with the Net_Alert attributes.

Customer Support 67

Customer Support

IntroductionThis appendix contains information about contacting Candle Customer Support.

C

Candle Customer Support



IntroductionCandle Corporation offers a comprehensive maintenance and support plan to ensure you realize the greatest value possible from your Candle software investments. We have more than 200 technicians worldwide, committed to providing you with prompt resolutions to your support requests.

Customer Support hours of operation are from 5:30 A.M. – 5:00 P.M., Pacific Time. In the event of an after-hours or weekend emergency, Candle's computerized call management system ensures that a technician will return your call within one hour. For customers located outside of North America, after-hours and weekend support is provided by Candle Customer Support locations in the United States.

Electronic supportCandle provides information and support services through

n Candle's home page at www.candle.com. You can use the Candle Web Site to– open problem records– access maintenance information – order products or maintenance– access IBM compatibility information– download fix packs for distributed products– read news and alerts– scan a list of scheduled Candle education classes

n Candle Electronic Customer Support (CECS), an electronic customer support facility. You can access this facility using the IBM Global Network. You can use CECS to:– open problem records– search our database for solutions to known problems– look for answers to commonly asked questions– read news and alerts– scan a list of scheduled Candle education classes

Both CECS and the Candle Web Site are available 24 hours a day, 7 days per week.

http://www.candle.com

Customer Support 69


Telephone supportOur support network consists of product specialists who work with you to solve your problem.

Candle uses an on-line problem management system to log and track all support requests. Your support request is immediately routed to the appropriate technical resource.

When you call to report a problem, please have the following information:

n your Candle personal ID (PID) numbern the release level of the Candle product n the release level of IBM or other vendor software n identifying information and dates of recently applied maintenance to your

Candle product or IBM productn a detailed description of the problem (including the error message) and

the events preceding the problemn a description of any unusual events that occurred before the problem

Customer Support Locations and NumbersTo contact a Customer Support representative, refer to the following list. While these phone numbers were accurate at the time this document was published, the current numbers can be found on the Candle Web site, www.candle.com, under Customer Support.Table 5. Customer Support Phone Numbers

Office Telephone FAX

North America (800) 328-1811 (310) 535-3636

(310) 727-4204

Europe

Belgium/Luxembourg +32 (0) 3 270 95 60 +32 (0) 3 270 95 41

France +33 (0) 1 53 61 60 60 +33 (0) 1 53 61 06 16

Germany/Switzerland/Austria

+49 (0) 89 54 554 333 +49 (0) 89 54 554 170

Italy – Freephone 800 80992

Netherlands +31 (0) 30 600 35 50 +31 (0) 30 600 35 10

Scandinavia +46 (0)8 444 5940 +46 (0)8 623 1855

http://www.candle.com



When your local support office is unavailable, you can contact Candle’s North America support center. If USADirect® service is available in your country, use the 800 telephone number. If USADirect® service is not available, ask your international operator for assistance in calling Candle's local (310) number.

United Kingdom +44 (0)161 437 5224 +44 (0)161 437 5225

(Southern Europe, Middle East and South Africa Agents call United Kingdom)

Asia Pacific – English Hub +61 2 9954 1818

Australia +61 2 8912 9898

Hong Kong 800 908 457

India +61 2 8912 9898

Indonesia 0018 03061 2061

Malaysia 1800 803 459

New Zealand 0800 449 596

Philippines 1800 1612 0096

Singapore 800 616 2075

Thailand 0018 00612 1045

Asia Pacific – Japanese Hub +81 3 5562 6992 +81 3 5562 6995

Asia Pacific – Korean Hub +82 2 552 8744 +82 2 552 8746

Asia Pacific – Mandarin Hub +88 62 2739 3223 +88 62 2378 5993

Asia Pacific – e-mail address: [email protected]

Table 5. Customer Support Phone Numbers (continued)

Office Telephone FAX

Customer Support 71


Incident DocumentationYou may be asked to send incident documentation to the Candle Customer Support Center. On the outside of all packages you send, please write the incident number given to you by the Customer Support representative.

Send tapes containing the incident information to the following address, unless directed otherwise by your Customer Support representative:

Candle Customer SupportCandle Support Center, Incident number201 North Douglas StreetEl Segundo, California 90245

Send all other relevant documentation, such as diskettes or paper documentation, to the address provided by your Customer Support representative.

Ensuring Your Satisfaction with Customer SupportCandle Customer Support is committed to achieving high customer satisfaction ratings in all areas. These include

n connecting you to a support representative promptlyn providing you with the appropriate fixesn answering support questionsn filling your shipping ordersn supplying documentation

If you have a concern that has not been resolved to your satisfaction, you can open a complaint ticket. All tickets are logged and tracked to ensure responsiveness and closure. Using the ticket information, a manager will contact you promptly to resolve your problem.

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