Troubleshooting the BMC Patrol (Classic) Alert Monitor

Monitor Type: BMC PATROL (Classic) Alert Monitor

Availability: Windows only

SiteScope Versions: 8.x is radically redesigned compared to the SiteScope 7.9.5.x version.

General category: EMS

How it Works in SiteScope 8.x:

The BMC PATROL Event Monitor requires a custom PATROL knowledge module to be installed on one central agent and a second PATROL knowledge module to be installed on all PATROL Agents whose events you want to integrate with Mercury Business Availability Center. Once the BMC Patrol Event Monitor/KM combination is installed and configured, every new BMC PATROL event is transferred to the Mercury Business Availability Center installation. In addition to transferring the BMC PATROL events to Mercury Business Availability Center, the BMC Patrol Event Monitor is capable of discovering the configuration of BMC PATROL Agents on a subnet. The configuration is then available to the Mercury Business Availability Center Dashboard.

Operating Environments:

This monitor must be used in conjunction with two KMs installed on BMC PATROL Agents. The KMs are responsible for delivering Open events to the BMC Patrol Event Monitor. The BMC Patrol Event Monitor collates events as reported from BMC PATROL Agents into unified samples and delivers these samples to the Mercury Business Availability Center server. You can use the configuration file for the BMC Patrol Event Monitor to control the data that is sent from SiteScope to Business Availability Center. The Patrol Agent/Console must be installed on the SiteScope machine. This enables the use of the Patrol Agent Open API which is needed for discovering the BMC configuration process. Discovering the BMC configuration process requires access to the files pemapi.dll and acmmls32.dll. These files are available as part of either the BMC Patrol Agent or the BMC Patrol Console, and are usually located in the [%PATROL_HOME]/bin folder. To ensure that the monitor can access the files, you must specify the path to the files, unless the location of the files is already specified in the %PATH% (search path).

Note: If you are working with BMC secure environment, you have to set your environment to enable use of PATROL components (use of pemapi component for example). Otherwise, configuration retrieval is not possible.

Limitations:

If you work with Mercury Business Availability Center version 5.1 and lower, you cannot define new BMC monitors or edit existing ones within Mercury Business Availability Centers Monitor Administration. This is because of variances in the user interface. You define new monitors or edit existing ones using the SiteScope interface. First detach the SiteScope from Monitor Administration, define or edit the monitor, and then reattach the SiteScope to Monitor Administration. The BMC monitor should be defined or edited only in SiteScope new user interface.

About Scheduling This Monitor:

Since the reading and status collected by the BMC Patrol Event Monitor include only statistical information, the monitor does not have to be scheduled very often. Scheduling the BMC Patrol Event Monitor to run every 10 minutes should be sufficient.

Reading and Status:

The monitor reading shows the number of events received since the last scheduled update or manual refresh, together with the number of currently connected agents. Note: The event counter goes down to zero each time the monitor is refreshed. This is expected behavior.

Integration Architecture:

The integration consists of one central agent that receives events from all the agents whose events you want passed to Mercury Business Availability Center. The connection between the remote agents and the central agents is be done using BMC communication (BMC secure channel). The connection between the central agent and SiteScope is done using a TCP socket to the SiteScope BMC monitor. If the central agent is installed on the SiteScope host, the integration is fully secured. It is recommended not to install a SiteScope with many configurations and many running monitors on the same machine as the central agent. It is preferable to choose a SiteScope with fewer monitors and fewer configurations for this purpose. If you choose to install SiteScope on a separate machine and you work with a secure environment, you must install SiteScope with one of the secured BMC agent?s machine to enable the configuration retrieval. The integration forwards all open, acknowledged, or closed events of BMC class 9, 11, 39. Events that have a status of acknowledged or closed may be forwarded with a five minute delay. This is because the process for checking these statuses (acknowledge and close) runs only every five minutes to avoid high CPU utilization.

KM Installation and Configuration:

The KM must be installed and configured on the BMC agent machines in order to have the events forwarded to SiteScope and then to Mercury Business Availability Center. The following are the procedures you follow to install and configure the KM package.

Installing the Mercury_Central_Agent.km on the Central Agent:

The central agent should be installed on the SiteScope machine. The integration uses BMC sending channels which are secured. By installing the BMC central agent on the SiteScope machine itself, full secure integration is ensured. You can install the central agent on a machine that is not the SiteScope machine but then the channel between the central agent and the SiteScope machine will not be secure. To install the Mercury_Central_Agent.km on the Central Agent:

1. Navigate to \conf\ems\bmc\addon\central.

2. From that location, copy mercury_central_agent library to [BMC root directory]\Patrol3.

3. From the same location copy Mercury_Central_Agent.km and Mercury_Remote_Messages.ctg to [BMC root directory]\Patrol3\lib\knowledge directory.

4. Open the PATROL Developer Console.

5. Use File > Load KM menu to load the Mercury_Central_Agent.km file (change the Files of Type selection to KM files to display the Mercury_Central_Agent.km file).

6. Select the Desktop tab. Under the Central Agent host, right click the Mercury_Central_Agent.km file and choose KM Commands -> CreateCentralAgentConnectionParams. This creates the file central_agent_params.ini in the [BMC root directory]\Patrol3\mercury_central_agent directory. This file contains the details of the central agent to be used by all remote agents. This file is necessary for the deployment of all remote agents.

7. Copy the generated file to [SiteScope root directory]\conf\ems\bmc\addon\remote\mercury_remote_agent directory.

Configuring the Central Agent:

Use the following procedure to configure the central agent to configure the Central Agent machine:

1. Select the Desktop tab. Right-click each host and select Development -> Agent Configuration. Warning: Use care when working with the Console in developer mode. Changes that you make may destroy data or configuration settings.

2. On the configuration window, browse to MERCURY/BAC.

3. In the right section, double click SiteScope_Address.

4. Double click REPLACE = ?127.0.0.1? (or any other value that is set).

5. Change the value to the IP address of the SiteScope machine that you will use to configure the BMC Patrol Event Monitor. Click OK.

6. Double click REPLACE = ?1789? (or any other value that is set).

7. Change the value to the port that is used for monitoring this group of Patrol agents with the BMC Patrol Event Monitor. Click OK.

8. Click OK.

9. Choose Tools -> Apply Configuration.

10. Select the central host to which you want to apply the configuration changes. Click OK.

11. Close the configuration window (there is no need to save).

Installing the Mercury_Remote_Messages.km on Remote Agents

Follow this procedure for each remote agent to install the Mercury_Remote_Messages.km on remote agents:

1. Deploy the directory [SiteScope root directory]\conf\ems\bmc\addon\remote\mercury_remote_agent (containing the generated file) to all remote agents under [BMC root directory]\Patrol3.

2. Deploy from [SiteScope root directory]\conf\ems\bmc\addon\remote the files Mercury_Remote_Messages.km and Mercury_Remote_Messages.ctg to the [BMC root directory]\Patrol3\lib\knowledge directory in all remote agents.

3. For all remote agents, load the Mercury_Remote_Messages.km.

General Agent Configuration:

Each agent saves its events in case these events cannot be forwarded. The default time limit is fifteen minutes. The time limit is to prevent the flooding of events to SiteScope during a long period that there is no communication from the agent. The time period to save the events can be modified with the following procedure. To modify the time period to save events on the agent:

1. Open the PATROL Developer Console.

2. Select Development -> Agent Configuration.

3. In the left screen, select the MERCURY/BAC directory.

4. In the right screen, double click on the variable RangeSaveEvents.

5. In the small box, double click Replace.

6. In the dialog box that opens, enter the number of minutes to save the events.

7. Click OK to save and close.

8. Select Tools -> Apply Configuration.

9. Choose the applicable server and click OK.

10. Close the window (there is no need to save).

Configure the KM for Preload:

You should configure the KM modules to be preloaded by the agent after you have completed the installation. This will configure the KM to be loaded whenever the agent is restarted. It also eliminates the need for the console to be open for the KM to be loaded and accessible. To configure the KM for preload:

1. Open the PATROL Developer Console.

2. Select Development -> Agent Configuration.

3. In the left screen, select the agent setup directory.

4. In the right screen, double click the variable preLoadedKm.

5. In the small box, double click Replace.

6. In the dialog box that opens, enter the name of the km (Mercury_Central_Agent.km or Mercury_Remote_Messages.km).

7. Click OK to save and close.

8. Select Tools -> Apply Configuration.

9. Choose the applicable server and click OK.

10. Close the window (there is no need to save).

Connectivity Settings:

There are four ways in which the monitor can be configured to connect to the BMC agent. You can change this configuration by editing the Patrol monitor configuration file found at [SiteScope root directory]\conf\ems\bmc\bmc_comm.cfg. Every change in that file requires restarting the SiteScope server. The options are:

Use a UDP protocol when attempting to connect to the BMC agent and ping the agent before trying to connect to it (PROTOCOL=UDP, PING=1). Using this option, the monitor will ping the agent before trying to connect to it and only if the agent is accessible, will it connect to it using UDP protocol.

Use UDP protocol when attempting to connect to the BMC agent and do not ping the agent before trying to connect to it (PROTOCOL=UDP, PING=0). Using this option, the monitor will connect to the agent using UDP protocol without checking if it is accessible.

Use TCP protocol when attempting to connect to the BMC agent and do not ping the agent before trying to connect to it (PROTOCOL=TCP, PING=0). Keep in mind that when using this option, there is TCP access to the agent. The BMC API function which is used to connect the agent is a blocking function. This means that the function will wait until it acquires a connection to the agent. This can last around four minutes (depending on the OS) and may cause socket exceptions and bad monitoring functionality. Use this option only if you are sure that you have TCP access to all the agents.

Use TCP protocol when attempting to connect the BMC agent and ping the agent before trying to connect to it (PROTOCOL=TCP, PING=1). This is the default behavior. The monitor will check if the agent is accessible by trying to ping it. Only if the agent is accessible, will the monitor try to connect the agent through TCP protocol. Using this option ensures that the BMC API function does not wait for the connection and does not cause undesirable results.

How to Troubleshoot:

Connectivity Diagnostics:

You use the following steps to verify connectivity with the PATROL agents. To verify connectivity to the PATROL Agent(s): 1. After installing the PATROL monitor, open a command prompt window, and change the working directory to the [SiteScope root directory]\bin directory.

2. Run the PATROL connection diagnostic utility, bmc_mercury_tools, using the following command line syntax:

a. bmc_mercury_tools <server name> <user name> <port number> where the command line arguments are defined as follows:

b. <server name> – targeted BMC PATROL Agent computer name

c. <user name> – PATROL user name with permissions to contact the above PATROL Agent

d. <port number> – PATROL Agent connection port (usually 3181)

e. You will be prompted for a corresponding password.

3.If the connection is successful, the following file will be created in the location indicated: [SiteScope root directory]/bin/BmcMercuryToolsXmlData.xml. 4. The BmcMercuryToolsXmlData.xml describes the metrics sampled by the PATROL Agent in XML format. In addition to the log files, five results of CPU Processor Time Percent are displayed on the console. Note: If the remote PATROL Agent is running on UNIX, the CPU Processor Time Percent metrics will be reported as errors. These errors do not necessarily indicate failure to connect to the PATROL Agent. This is because the test is trying to sample nt_cpu which does not exist on UNIX machines.

5. If the connection fails, an error message is reported. Additional information is available in the file [SiteScope root directory]\logs\bmc_mercury_comm.txt.

6. SiteScope cannot be deployed behind a firewall. The SiteScope and the monitored system must be on the same LAN or special firewall configuration may be required.

Final notes:

· PATROL Mercury Application Management Integration TCP Port – Enter the TCP port number as configured in the PTI Application. By default, default TCP port number 1789 is used. If you need to use a different port number, see the section ?KM Installation and Configuration? on page 995 for instructions on how to configure the port number.

· Old Add-on Installed – Select only if your BMC system has PTI installed. PTI is the add-on that was used in previous versions to connect between BMC and SiteScope. If you are upgrading from SiteScope 7.9.5.0 and you already have defined monitors that work with the old PTI, they are automatically marked as working with old add-on installed.

· UDP Communication Protocol – Select this option if you want to use UDP as the communication protocol when getting topology data from the BMC agents. The default communication protocol is TCP. There are four options to use in configuring the monitor to connect to the BMC agent to retrieve configuration data.

· The pdf mentions that In addition to transferring the BMC PATROL events to Mercury Business Availability Center, the BMC Patrol Event Monitor is capable of discovering the configuration of BMC PATROL Agents on a subnet. The configuration is then available to the Mercury Business Availability Center Dashboard. How does it do that? – We use Patrol API which called pemapi (that is the reason that we need to install BMC agent on the SiteScope machine, so we will be able to use the api dll). With the API, we build the BMC Patrol hierarchy and present it in BAC. The component in BAC that activates this process is the adapters (CMDB -> sources).

· The pdf mentions that It is recommended not to install a SiteScope with many configurations and many running monitors on the same machine as the central agent. Why is this not recommended? Is it resource contention? How many is too many? – Yes, this is resource issue. The central agent is an agent that will work quite hard. Therefore, we don’t want it to be installed together with a loaded SiteScope. I don’t know to tell you how many is too many. It is more a general saying which come to show the importance of applying resources to the central agent.

· Will this monitor work against a Unix server that runs BMC? – We don’t have BMC integration if SiteScope itself is installed on UNIX, but we can retrieve information from a BMC agent which is installed on UNIX machine.

· What are the specific settings required to get this working through a firewall? – We have here two ways of communications.

a. One is from the agents to SiteScope (events data). All this is done in BMC Patrol channel. Therefore, we just need connection between all the remote agents to the central agents (which usually listen on port 3181) and the central agent to the SiteScope that has the BMC monitor configured in (listening on default port = 1789).

b. Second is the connection from SiteScope to all the agents in order to retrieve configuration. We need an access from SiteScope which has the monitor configured in to all the agents we need to retrieve configuration to (default port is 3181).

SiteScope 7.9.5.x and greater Troubleshooting

How the monitor Works in 7.9.5.x:

You use the BMC PATROL (Classic) Alert Metrics Monitor to collect measurement data from a BMC PATROL (Classic) Alert database and forward them to Mercury Business Availability Center.

About the BMC PATROL (Classic) Alert Metrics Monitor

Each time the BMC PATROL (Classic) Alert Metrics Monitor runs, it collects the new metrics from a BMC PATROL (Classic) Alert database and sends them to Mercury Business Availability Center as time series data. You can use the configuration file for the BMC PATROL (Classic) Alert Metrics Monitor to control the data that is sent from SiteScope to Business Availability Center.

Setup Requirements

The following are key system requirements for using the BMC PATROL (Classic) Alert Metrics Monitor.

Note: If you are upgrading SiteScope from version 7.8.1.2 or 7.9.0.0, see the note about upgrading Integration monitor types for version 7.9.1.0 or later in the section "Working with SiteScope Integration Monitors"

· You must use one of the database drivers supplied by default, or install or copy a compatible database driver or database access API into the appropriate SiteScope directory location. The supplied drivers include: com.inet.tds.TdsDriver – (TDS driver from i-net Software for Microsoft SQL databases), oracle.jdbc.driver.OracleDriver – (JDBC thin driver for Oracle 7 and 8 databases). Many other database driver packages are available as compressed (zipped) archive files or .jar files. Database drivers in this form must NOT be extracted and must be installed into the /SiteScope/java/lib/ext directory. If you extract drivers from their compressed files (not recommended), the individual driver files must be placed in the /SiteScope/classes directory instead of the java directory.

· You need to know the syntax for the Database Connection URL. The Database Connection URL normally includes the class of driver you are using, some key name relating to the supplier of the driver software, followed by a combination of server, host, and port identifiers. For example, jdbc:inetora:<hostname>:<port>:<dbname> – (where hostname is the name of the host where the database is running, port is the port on which the database interfaces with the driver, and dbname is the name of the Oracle database instance) jdbc:oracle:thin:@hostname:port:dbname – (where hostname is the name of the host where the database is running, port is the port on which the database interfaces with the driver, and dbname is the name of the Oracle database instance)

· The Oracle server that contains the BMC PATROL (Classic) Alert repository you want to query must be running.

· You need a valid username and password to access and perform a query on the database.

Configuring the BMC PATROL (Classic) Alert Metrics Monitor

The BMC PATROL (Classic) Alert Metrics Monitor should be added to a SiteScope monitor group created for this monitor and other Integration monitor types. To add a BMC PATROL (Classic) Alert Metrics Monitor:

1. Click on the monitor group container where you want to add the BMC PATROL (Classic) Alert Metrics Monitor instance.

2. In the Group Contents pane, click the New Monitor button. Alternately, you may right-click the group container in the Enterprise menu and select New Monitor from the Action Menu. The New Monitor selection pane opens.

3.Click to expand the Integration Monitors section on the New SiteScope Monitor panel. The Integration Monitor selection panel opens.

4. Click the BMC PATROL (Classic) Alert Metrics Monitor name. The New Monitor pane for the BMC PATROL (Classic) Alert Metrics Monitor opens.

5. Complete the Main Settings section as described in the following section. Configure other settings as described in the following sections as necessary.

6.Click OK to create the new monitor instance.

Main Settings for the BMC PATROL (Classic) Alert Metrics Monitor

You use the Main Settings section to specify how SiteScope should connect to or check the BMC PATROL (Classic) Alert database for metrics, how often this BMC PATROL (Classic) Alert Metrics Monitor instance should be run, and the text name used for this monitor instance in the this product context interface. Complete the entries in the Main Settings section as described below. Complete the entries as needed and click the Ok button to save the settings.

Name

Enter a text name for this BMC PATROL (Classic) Alert Metrics monitor instance. This text is displayed in the Monitor Administration interface and in the SiteScope interface. If you do not enter a name text, a default name will be used.

Frequency

Select how often the BMC PATROL (Classic) Alert Metrics monitor checks the database for metrics to forward to Mercury Business Availability Center. The default interval is to update once every 10 minutes. The update interval must be a minimum of 15 seconds or longer.

EMS Configuration File Path

Enter the path to the EMS integration configuration file relative to the SiteScope installation. The default location is: \SiteScope\ems\BMC PATROL (Classic) Alert\measurement.config. If you want to edit this file, create a copy on the SiteScope machine and work in the new copy. Then, in Monitor Administration, edit the path to the file.

SELECT

Enter an optional SELECT clause to be used in the SQL query. Enter * for all fields or a comma separated list of column names to be retrieved from the database. The default value for the BMC PATROL (Classic) Alert Metrics Monitor is *.

WHERE

Enter an optional WHERE clause to be used in the SQL query. This is an optional field which allows you to define the select criteria. Leaving it empty will result in retrieving all the rows from the table.

EMS Time Difference

Use this option to account for time differences between the system clock time on the monitored EMS machine and the server where SiteScope is running. This is only needed when the EMS data includes time data and the time data shows that there is a time difference between the EMS machine and the SiteScope server. If the time difference is too great the data may be discarded from Mercury Application Management.

Note: The time difference value only needs to be entered if the difference is greater than one minute. There is no need to synchronize differences of seconds less than one minute.

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