BlackBerry Enterprise Server Version: 5.0. Monitoring Guide

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1 BlackBerry Enterprise Server Version: 5.0 Monitoring Guide

2 SWD

3 Contents 1 BlackBerry Enterprise Server monitoring solution... 5 BlackBerry Monitoring Service... 5 Web address and user roles for the BlackBerry Monitoring Service console... 7 Web address for the BlackBerry Monitoring Service console... 7 Roles and permissions for the BlackBerry Monitoring Service console... 7 Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console... 9 Overview of the BlackBerry Monitoring Service console... 9 Turn on monitoring for a BlackBerry Enterprise Server Monitoring BlackBerry Enterprise Server components Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components Generate a graph that shows data for a BlackBerry Enterprise Server component Monitoring BlackBerry Enterprise Server components that you configured for high availability Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs Create a threshold that you can use to monitor a BlackBerry Enterprise Server component Monitoring hung threads for the BlackBerry Messaging Agent Monitor hung threads for the BlackBerry Messaging Agent BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor Monitoring BlackBerry devices and user activity Search for a user account Viewing configuration settings and activity levels of data attributes of BlackBerry device users View configuration settings and activity levels of data attributes of BlackBerry device users BlackBerry device diagnostic test Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user Ping a BlackBerry device Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users Creating thresholds, rules, and alarms Rule types Create a threshold that you can use to monitor a BlackBerry Enterprise Server component Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user... 20

4 Changing and deleting rules Changing the order that rules appear in the BlackBerry Monitoring Service console Specify a threshold maintenance window Alarms Identifying alarms Color, state, and severity of alarm icons Identifying alarms and alarm severity in the alarm panel Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user Managing alarms in the alarm panel Sort thresholds in the alarm panel Suspend and resume alarms Delete alarms Configuring notification messages Configuring how the BlackBerry Monitoring Service sends messages and SMS text messages Configure the BlackBerry Monitoring Service to send notification messages to addresses through a messaging server in your organization's environment Configure the BlackBerry Monitoring Service to send SMS text messages Creating contacts Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts Create contacts Change contact information Delete contacts Receiving SNMP trap messages Receive SNMP trap messages from BlackBerry Enterprise Server instances Messages in the messages area of the BlackBerry Monitoring Service console Viewing messages View messages Delete messages Reports about BlackBerry device users and BlackBerry Enterprise Server components Generating reports about BlackBerry device users and BlackBerry Enterprise Server components Generate and view a default report about BlackBerry device users Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component... 34

5 Generate a custom report using report settings that you saved View generated reports Delete generated reports Managing servers and SNMP connections Managing server maintenance windows Specify maintenance windows Clear maintenance windows Managing SNMP connections Test SNMP connections to BlackBerry Enterprise Server components Change SNMP port numbers and community names Change the key store password for the certificate that the BlackBerry Monitoring Service console uses BlackBerry Monitoring Service log files Changing how BlackBerry Monitoring Service components create log files Change the maximum size of the log file for a BlackBerry Monitoring Service component Change the logging level for a BlackBerry Monitoring Service component Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size Change the identifier for the log file of a BlackBerry Monitoring Service component Prevent a BlackBerry Monitoring Service component from creating a daily log file Change when a BlackBerry Monitoring Service component deletes log files Change the character encoding of the log file for a BlackBerry Monitoring Service component BlackBerry Threshold Analysis Tool Creating thresholds using the BlackBerry Threshold Analysis Tool Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for Configuring the BlackBerry Threshold Analysis Tool Sample: BlackBerry Threshold Analysis Tool configuration file Running the BlackBerry Threshold Analysis Tool Run the BlackBerry Threshold Analysis Tool Parameters for running the BlackBerry Threshold Analysis Tool Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users... 52

6 SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users SNMP operations that the BlackBerry Enterprise Server supports mib files for the BlackBerry Enterprise Server Configuring SNMP monitoring System requirements: SNMP monitoring software and settings for the SNMP service Verifying the SNMP agent settings in the Registry Editor Compile the.mib file for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data Configuring SNMP traps Configure the SNMP trap service Error binding to Trap Port (162), it may already be in use Glossary Provide feedback Legal notice... 60

7 BlackBerry Enterprise Server monitoring solution BlackBerry Enterprise Server monitoring solution 1 BlackBerry Monitoring Service You can use the BlackBerry Monitoring Service to monitor and troubleshoot issues with a BlackBerry Enterprise Server in your organization's environment and to monitor the activity of the BlackBerry device users that are associated with the BlackBerry Enterprise Server. The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component and retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console. Feature web-based administration console monitoring of BlackBerry Enterprise Server components Description You can use the BlackBerry Monitoring Service console to monitor a BlackBerry Enterprise Server in your organization's environment by creating thresholds that monitor the activity of BlackBerry Enterprise Server components. You can configure the BlackBerry Monitoring Service to send notification messages to contacts when a component's activity exceeds levels that you specify as acceptable. The BlackBerry Monitoring Service console provides configuration settings and statistics that you can use to review BlackBerry Enterprise Server activity. The BlackBerry Monitoring Service can provide the following types of data: configuration settings, such as the component name, component version, and computer name statistics such as CPU usage, memory usage, number of requests to process, and number of processing threads BlackBerry Client Access License information, such as the number of used and available licenses high availability information, such as the high availability status of components policy information, such as the service books and IT policies that the BlackBerry Enterprise Server sends to BlackBerry devices messaging statistics, such as the number of messages that BlackBerry devices send and receive messaging server information, such as the hung thread count 5

8 BlackBerry Monitoring Service Feature BlackBerry device diagnostic tests and user monitoring thresholds notification messages reports graphs integration with a network management framework Description connection information for the BlackBerry Configuration Database, BlackBerry Controller, and SRP connections You can use the BlackBerry Monitoring Service console to run diagnostic tests for BlackBerry devices and identify any issues with BlackBerry devices. The BlackBerry device diagnostic tool is available for BlackBerry devices that are running BlackBerry Device Software version 5.0 and later. The BlackBerry Monitoring Service can monitor the following types of data: configuration information for BlackBerry devices, such as the PIN, network type, and phone number message statistics, such as the pending and expired messages, and messages that BlackBerry devices send and receive BlackBerry device statistics, such as the battery level and network coverage You can define thresholds that you can use to monitor components and BlackBerry device users. When the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold, the BlackBerry Monitoring Service displays an alarm in the BlackBerry Monitoring Service console and sends notification messages to specific contacts. You can configure the BlackBerry Monitoring Service to send notification messages to one or more recipients by creating a contact. A contact can include one or more addresses, PINs, IP addresses, or phone numbers that support SMS text messages. If a component goes into an alarm state, the BlackBerry Monitoring Service sends a notification message to all of the recipients in the contact. You can run default reports or create custom reports to return data about the BlackBerry Enterprise Server instances in your organization's environment. You can export reports to a.csv, a.pdf, or an.html file. You can use the information that you collect from the reports to analyze historical data. You can use the BlackBerry Monitoring Service console to generate a graph of a component's historical activity. The BlackBerry Monitoring Service can send notifications as SNMP trap messages. This permits you to integrate the BlackBerry Monitoring Service with a network management tool that can receive SNMP trap messages. The BlackBerry Monitoring 6

9 Web address and user roles for the BlackBerry Monitoring Service console Feature Description Service sends an SNMP trap message when the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold. Web address and user roles for the BlackBerry Monitoring Service console Web address for the BlackBerry Monitoring Service console When you install the BlackBerry Monitoring Service, the installation wizard provides you with the web address for the BlackBerry Monitoring Service console. The format of the web address is where <host> is the FQDN of the computer that hosts the BlackBerry Administration Service or the name of the BlackBerry Administration Service pool. The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is named AccessBMSConsole to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsole Internet shortcut file to open the BlackBerry Monitoring Service console in a browser. The default location of the Internet shortcut file is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server. Open the BlackBerry Monitoring Service console on the computer that hosts the BlackBerry Monitoring Service On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All programs > BlackBerry Enterprise Sever > BlackBerry Monitoring Service. Roles and permissions for the BlackBerry Monitoring Service console To access the BlackBerry Monitoring Service console, you can use a valid Microsoft Active Directory account, the administrator account that you created when you installed the BlackBerry Enterprise Server, or a BlackBerry Administration Service account that has access to the BlackBerry Monitoring Service console. You can use the BlackBerry Administration Service to create an administrator account by assigning roles or specific permissions to the administrator account. If you want the administrator account to perform specific actions in the BlackBerry Administration Service and BlackBerry Monitoring Service consolem, you can assign specific permissions to the administrator account. The BlackBerry Administration Service includes four default roles that permit the user of the administrator account to access the BlackBerry Monitoring Service console. 7

10 Web address and user roles for the BlackBerry Monitoring Service console Role Security Administrator Enterprise Administrator Monitoring System Administrator Monitoring View Administrator Permission performs all actions in the BlackBerry Administration Service and BlackBerry Monitoring Service console views but cannot change BlackBerry device user accounts, and performs all other actions in the BlackBerry Administration Service and BlackBerry Monitoring Service console performs all actions in the BlackBerry Monitoring Service console performs the following actions: views the BlackBerry solution topology, including servers and BlackBerry Enterprise Server components views configuration settings views thresholds searches for BlackBerry device user accounts views statistics for BlackBerry device user accounts generates reports creates charts views alarms in the alarm panel views messages in the messages area cannot perform the following actions: start or stop monitoring a server create or change thresholds save or delete reports clear, suspend, or resume alarms delete messages from the messages area create or change maintenance windows create or change contacts configure notifications for SNMP trap messages For more information, see the BlackBerry Enterprise Server Administration Guide. 8

11 Overview of the BlackBerry Monitoring Service console Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console Best practice Create a group so that you can assign access to the BlackBerry Monitoring Service console to administrator accounts. If you create an administrator account by assigning permissions, assign specific permissions to the administrator account so that the administrator account user can search for BlackBerry device user accounts in the BlackBerry Monitoring Service console. Description Consider the following guidelines: In the BlackBerry Administration Service, create a group and assign the Monitoring System Administrator or Monitoring View Administrator role to the group. Add administrator accounts to the group. Consider the following guidelines : In the BlackBerry Administration Service, create an administrator account by assigning permissions to the administrator account. Assign the View a user permission and select the All groups option. Assign the View a device permission and select the All groups option. For more information, see the BlackBerry Enterprise Server Administration Guide. If you do not assign the View a user and Vew a device permissions, when you search the BlackBerry Monitoring Service console for BlackBerry device user accounts, the search does not return any results. Overview of the BlackBerry Monitoring Service console The BlackBerry Monitoring Service console is a web-based administration tool that you can use to monitor the BlackBerry Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides the web address that you can use to access the BlackBerry Monitoring Service console. For more information about the installation process, see the BlackBerry Enterprise Server Installation Guide. The BlackBerry Monitoring Service console is divided into two panes. 9

12 Turn on monitoring for a BlackBerry Enterprise Server Pane tree view view Description The tree view pane displays the monitoring and configuration menus, which you can use to locate the BlackBerry Enterprise Server, component, or BlackBerry device that you want to monitor or the notification message that you want to configure. In a BlackBerry Enterprise Server high availability environment, the monitoring menu in the tree view pane displays standby components in italic. The view pane displays configuration settings and statistics for components and BlackBerry device users. You can use the view pane to perform the following actions: turn on the BlackBerry Monitoring Service for a BlackBerry Enterprise Server define thresholds that you can use to monitor a component or BlackBerry device user generate reports and graphs for component activity manage server maintenance windows and thresholds create and manage contacts so that they can receive notification messages about alarms Turn on monitoring for a BlackBerry Enterprise Server If you turn on monitoring for a BlackBerry Enterprise Server, the BlackBerry Monitoring Service polls each BlackBerry Enterprise Server component and retrieves SNMP data from the components, which it stores in a database and displays in the BlackBerry Monitoring Service console. Before you begin: To monitor a BlackBerry Enterprise Server in your organization's environment, you require the SNMP port number and community name of the computer that hosts the BlackBerry Enterprise Server. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. Click the wrench icon beside the server that you want to monitor. 4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community information for the computer that hosts the BlackBerry Enterprise Server. 5. Select the Enable monitoring check box. 6. Click Save. 10

13 Monitoring BlackBerry Enterprise Server components Monitoring BlackBerry Enterprise Server components 2 Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components The BlackBerry Monitoring Service console shows configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components. For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server instance hosts the component. You can view values of data attributes of a component to identify the current activity level or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activity level of the data attributes. You cannot create thresholds to monitor configuration settings. View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a BlackBerry Enterprise Server component. 3. Click an instance of the component. 4. On the appropriate tab, locate the configuration settings or data attributes that you want to view. Generate a graph that shows data for a BlackBerry Enterprise Server component Graphs display data for a BlackBerry Enterprise Server component from the previous 57 weeks. Graphs display daily averages of the value of a data attribute of a component. You can use the historical data in a graph to identify trends for a component's activity. You cannot create custom graphs. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of a component. 4. Click a tab to view the data attribute that you want to graph. 5. Click the pie chart icon beside the data attribute that you want to graph. 11

14 Monitoring BlackBerry Enterprise Server components that you configured for high availability Monitoring BlackBerry Enterprise Server components that you configured for high availability If you create thresholds to monitor data attributes of BlackBerry Enterprise Server components that you configured for high availability, you can specify whether a threshold continues to monitor a data attribute after the primary BlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data attribute of a component of the primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server. To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby BlackBerry Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology, components of the primary BlackBerry Enterprise Server are displayed in plain text and components of the standby BlackBerry Enterprise Server are displayed in italic. Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs If a BlackBerry Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the BlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring Service console. The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry Monitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service console is always primary. A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display components that the failover process stops. Standby BlackBerry Enterprise Server component High availability type BlackBerry Attachment Service load-balanced pool primary, no change BlackBerry Messaging Agent failover standby BlackBerry Controller failover standby BlackBerry Dispatcher failover standby BlackBerry Collaboration Service failover standby BlackBerry MDS Connection Service failover standby BlackBerry MDS Integration Service load-balanced pool primary, no change BlackBerry Policy Service failover not displayed BlackBerry Router load-balanced pool primary, no change BlackBerry Synchronization Service failover not displayed Status of standby component in the BlackBerry Monitoring Service console 12

15 Create a threshold that you can use to monitor a BlackBerry Enterprise Server component Create a threshold that you can use to monitor a BlackBerry Enterprise Server component 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of the component. 4. On the tab for the data attribute that you want to monitor, click the data attribute. 5. In the Rule section, click Add rule. 6. In the Rule section, select the Active check box. 7. Use the drop-down lists to specify the conditions of the rule. 8. For BlackBerry Enterprise Server components that you configured for high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options: To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby. To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 9. Click Save. 10. Click Save. Monitoring hung threads for the BlackBerry Messaging Agent You can create a threshold for the BlackBerry Messaging Agent to detect hung threads. A hung thread might prevent BlackBerry device users in your organization's BlackBerry Domain from sending or receiving messages. If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry Enterprise Server instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the BlackBerry Messaging Agent in the messages area. Monitor hung threads for the BlackBerry Messaging Agent If the BlackBerry Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap message to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a threshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when the BlackBerry Monitoring Service receives the SNMP trap message from the BlackBerry Messaging Agent. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components > Messaging Agent. 13

16 Monitoring hung threads for the BlackBerry Messaging Agent 2. Click an instance. 3. On the Messaging Statistics tab, click Hung threads. 4. In the Rule section, click Add rule. 5. In the Rule section, select the Active check box. 6. Perform one of the following tasks: Task Create a rule using appropriate conditions for the default behavior of the BlackBerry Messaging Agent. If you changed the registry settings for the number of times that the BlackBerry Messaging Agent sends SNMP trap messages when the BlackBerry Messaging Agent experiences a hung thread, create a rule using conditions that are appropriate for the changes that you made to the registry settings. Steps a. In the If VALUE is drop-down list, click If change in VALUE is. b. In the less than drop-down list, click greater than. c. In the first field from the left, type 0. d. In the second field from the left, type 10. e. In the minute drop-down list, click minute. f. In the warning drop-down list, click the alarm severity for the rule. Use the drop-down lists to specify the conditions of the rule. 7. If you configured BlackBerry Messaging Agent high availability, in the Scope section, in the High Availability Scope dropdown list, click one of the following options: To continue monitoring a BlackBerry Enterprise Server component after a failover occurs, click Both Primary/Active and Standby. To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 8. Click Save. 9. Click Save. 14

17 BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor BlackBerry Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerry Monitoring Service uses the SNMP data to monitor the components in the BlackBerry Monitoring Service console. A BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server does not send SNMP data to the BlackBerry Monitoring Service. To monitor a BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server, you must install the BlackBerry Dispatcher on the computer that hosts the BlackBerry Router or BlackBerry Controller. The BlackBerry Dispatcher sends SNMP data to the BlackBerry Monitoring Service on behalf of the BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server. 15

18 Monitoring BlackBerry devices and user activity Monitoring BlackBerry devices and user activity 3 Search for a user account Before you begin: Turn on monitoring for the BlackBerry Enterprise Server. If you do not turn on monitoring, you cannot click user accounts in the search results. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Perform one of the following actions: To search for all user accounts, click Search. To search for specific user accounts, specify the search criteria. Click Search. 4. Click the display name for the user account. Viewing configuration settings and activity levels of data attributes of BlackBerry device users The BlackBerry Monitoring Service console shows configuration settings and activity levels of data attributes of a BlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry device PIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify the current activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitor a data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for a BlackBerry device. View configuration settings and activity levels of data attributes of BlackBerry device users 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Search for a user account. 4. Click the display name for the user account. 5. On the appropriate tab, locate the configuration settings or data attributes that you want to view. 16

19 Viewing configuration settings and activity levels of data attributes of BlackBerry device users BlackBerry device diagnostic test The BlackBerry device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool client is included in the latest BlackBerry Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry device that does not include the diagnostic tool client. The BlackBerry device diagnostic tool tests connection points in the BlackBerry Infrastructure and BlackBerry Domain. If a BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data. Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform the following actions: connect to the wireless network register with the BlackBerry Infrastructure connect to the BlackBerry Infrastructure send a PIN message to the BlackBerry Enterprise Server Run a diagnostic test for a BlackBerry device Because the BlackBerry Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes to send the diagnostic test request and 20 minutes to retrieve the diagnostic test results. Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues. Before you begin: The BlackBerry device must include the diagnostic tool client, which is included with the latest BlackBerry Device Software version. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Search for a user account. 4. Click the display name for the user account. 5. Click Run diagnostic test. 6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time stamp value to determine whether the diagnostic test results are current. If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous diagnostic test. 17

20 Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user You can create a threshold that you can use to monitor a data attribute of a BlackBerry device user. You can monitor activity such as the total number of messages that are pending delivery to the BlackBerry device. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Search for a user account. 4. Click the display name for the user account. 5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. 6. In the Rule section, click Add rule. 7. In the Rule section, select the Active check box. 8. In the drop-down lists and fields, specify the conditions of the rule. 9. Click Save. 10. Click Save. Ping a BlackBerry device You can ping a BlackBerry device to determine if you can exchange messages with the BlackBerry device, and to determine the response time of the BlackBerry device in seconds. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor users. 3. Search for a user account. 4. Click the display name for the user account. 5. Click Run ping test. 18

21 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users 4 Creating thresholds, rules, and alarms You can use the BlackBerry Monitoring Service console to create a threshold that determines when a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user is in an alarm state. You can create a threshold by defining one or more rules for a threshold. When you define a rule for a threshold, you specify the activity levels of a data attribute that you want to monitor and an alarm severity to categorize the activity level. The BlackBerry Monitoring Service console displays a value that indicates the current activity level for a data attribute. For example, the BlackBerry Monitoring Service console displays the number of threads that are running for the BlackBerry Attachment Service when you view the Processing threads data attribute. After you create a threshold for a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user and the activity level of the data attribute of the component or BlackBerry device user meets the conditions of a rule for the threshold, the BlackBerry Monitoring Service generates an alarm and displays a notification message in the BlackBerry Monitoring Service console. Thresholds and rules can have one of the following alarm states: fail state of error fail state of warning fail state of critical pass state not configured For example, if you create a rule with an alarm severity of critical, any activity of the data attribute that meets the conditions of the rule causes the BlackBerry Monitoring Service to change the alarm state of the data attribute to critical. The BlackBerry Monitoring Service console contains default thresholds that you can use to monitor the connection status of the BlackBerry Enterprise Server components. The BlackBerry Monitoring Service changes the alarm state to critical for a component that is not connected. You can use the BlackBerry Monitoring Service console to change or delete default thresholds. Rule types Rule type value-based Description You can use a value-based rule to identify when a data attribute meets one of the following conditions: the value of the data attribute is less than a value that you specify 19

22 Creating thresholds, rules, and alarms Rule type time-based Description the value of the data attribute is greater than a value that you specify the value of the data attribute equals a value that you specify the value of the data attribute is not equal to a value that you specify the value of the data attribute is within two values of the value that you specify You can use a time-based rule to identify when a value for a data attribute changes during a specific period of time. For example, use a time-based rule to identify when the value of a data attribute changes by x amount within x minutes. Create a threshold that you can use to monitor a BlackBerry Enterprise Server component 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of the component. 4. On the tab for the data attribute that you want to monitor, click the data attribute. 5. In the Rule section, click Add rule. 6. In the Rule section, select the Active check box. 7. Use the drop-down lists to specify the conditions of the rule. 8. For BlackBerry Enterprise Server components that you configured for high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options: To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby. To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 9. Click Save. 10. Click Save. Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user You can create a threshold that you can use to monitor a data attribute of a BlackBerry device user. You can monitor activity such as the total number of messages that are pending delivery to the BlackBerry device. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Search for a user account. 20

23 Creating thresholds, rules, and alarms 4. Click the display name for the user account. 5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. 6. In the Rule section, click Add rule. 7. In the Rule section, select the Active check box. 8. In the drop-down lists and fields, specify the conditions of the rule. 9. Click Save. 10. Click Save. Changing and deleting rules Change the conditions of a rule 1. Perform one of the following tasks: Task Locate a rule for a data attribute of a BlackBerry Enterprise Server component. Locate a rule for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the tab for the data attribute you want to change a rule for, click the data attribute. 3. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change. 4. In the Rule section, change the conditions of the rule. 5. Click Save. 6. Click Save. Delete a rule 1. Perform one of the following tasks: 21

24 Creating thresholds, rules, and alarms Task Locate a rule for a data attribute of a BlackBerry Enterprise Server component. Locate a rule for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the tab for the data attribute you want to delete a rule for, click the data attribute. 3. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete. 4. Click Yes - delete the rule. Changing the order that rules appear in the BlackBerry Monitoring Service console When you create multiple rules, the BlackBerry Monitoring Service console lists the rules in the order that you create them. When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a threshold with the alarm severity of the first rule that you create for the threshold. For example, if the rule generates an alarm severity of warning, a yellow icon displays the alarm severity of warning in the BlackBerry Monitoring Service console and the BlackBerry Monitoring Service generates a warning alarm. If you create a second rule for a threshold with an alarm severity of critical, the BlackBerry Monitoring Service maintains the alarm severity of warning for the threshold. To update the threshold with the alarm severity of critical (a red icon), you can reorder the rules manually so that the BlackBerry Monitoring Service processes the rule with the alarm severity of critical first. Change the order of rules for a threshold 1. Perform one of the following tasks: 22

25 Creating thresholds, rules, and alarms Task Locate a threshold for a data attribute of a BlackBerry Enterprise Server component. Locate a threshold for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name of the user account. 2. On the tab for the data attribute that you want to reorder rules for, click the data attribute. 3. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules. 4. Click Save. Specify a threshold maintenance window You can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring period of time. If you also specify a server maintenance window, the BlackBerry Monitoring Service does not monitor the threshold for the entire time that the two maintenance windows occur. 1. Perform one of the following tasks: Task Locate a threshold for a data attribute of a BlackBerry Enterprise Server component. Locate a threshold for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. 23

26 Creating thresholds, rules, and alarms Task Steps d. Click the display name for the user account. 2. On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data attribute. 3. Click Edit threshold maintenance window. 4. Specify the day and time that you want the maintenance window to occur at. 5. Click Save. 6. Click Save. 24

27 Alarms Alarms 5 Identifying alarms If the thresholds that you created for data attributes of the BlackBerry Enterprise Server components or BlackBerry device users are in a pass state or fail state, the BlackBerry Monitoring Service console displays alarm icons beside the alarm panel, BlackBerry solution topology, or users area. Color, state, and severity of alarm icons Alarm icon Alarm state Description none You did not define or activate a threshold for the data attribute. pass The conditions of the rules for the threshold are not met. fail The threshold has an alarm severity of warning (low). fail The threshold has an alarm severity of error (medium). fail The threshold has an alarm severity of critical (high). Identifying alarms and alarm severity in the alarm panel In the BlackBerry Monitoring Service console, in the alarm panel, you can view the list of thresholds for data attributes of BlackBerry Enterprise Server components or BlackBerry device users that are in a fail state. Thresholds that are in a fail state have an alarm severity of critical, error, or warning. When you create a rule for a threshold, you must specify an alarm severity for the rule. When the activity of the data attribute that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. When the threshold goes into a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the threshold with the following information: date and time that the threshold went into a fail state alarm severity (critical, error, or warning) name of the computer that hosts the BlackBerry Enterprise Server component or BlackBerry device user name and data attribute of the component or the display name for the BlackBerry device user and data attribute of the BlackBerry device user 25

28 Identifying alarms The alarm panel displays the alarm state of each threshold using alarm icons. A threshold can have multiple rules, and each rule can have a different alarm severity, but the alarm panel can display only one alarm icon for a threshold. The alarm panel displays the alarm icon for a threshold in a fail state in the color that represents the alarm severity that is the highest priority. The order that you create rules for a threshold in determines the priority of the rules; for example, where the first rule that you created is the highest priority. You can change the priority of the rules for a threshold if you change the order of the rules manually. Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user To determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarm icons in the BlackBerry solution topology and users area in the monitoring menu of the BlackBerry Monitoring Service console. In the BlackBerry solution topology, you can view alarm icons for the BlackBerry Domain, BlackBerry Enterprise Server instances, and BlackBerry Enterprise Server components. The alarm icons are located beside the names of the tabs in the BlackBerry Monitoring Service console. The alarm icon that is located beside the name of a tab is the same color as the alarm with the highest severity for a threshold of a data attribute that appears on the tab. 1. Perform one of the following tasks: Task Steps Check for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. Check for alarms for a BlackBerry device user b. Expand a component. c. Click an instance of the component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the appropriate tab, check the pass state or fail state of the thresholds for the data attributes of the BlackBerry Enterprise Server components or BlackBerry device users. 26

29 Managing alarms in the alarm panel Managing alarms in the alarm panel Sort thresholds in the alarm panel You can sort thresholds in the alarm panel of the BlackBerry Monitoring Service console using the following information: date and time that the thresholds went into an alarm state alarm severity of the thresholds computers that host the BlackBerry Enterprise Server components that have thresholds in an alarm state BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server components that have a threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerry device users that have a threshold that is in an alarm state 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Click the appropriate column header. Suspend and resume alarms 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions: To suspend one alarm, click Suppress beside the appropriate alarm. To suspend all alarms, click Suppress all. After you finish: To re-activate one or more of the alarms, perform one of the following actions: To re-activate one alarm, click Resume beside the appropriate alarm. To re-activate all alarms, click Resume all. Delete alarms 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions: To delete one alarm, click Clear beside the appropriate alarm. To delete all alarms or all alarms that are the same alarm severity, in the Clear drop-down list, click the appropriate option. Click Clear. 27

30 Configuring notification messages Configuring notification messages 6 Configuring how the BlackBerry Monitoring Service sends messages and SMS text messages Configure the BlackBerry Monitoring Service to send notification messages to addresses through a messaging server in your organization's environment To send notification messages to contacts, you must provide the BlackBerry Monitoring Service with the SMTP settings for the messaging server. The messaging server must be located on the same network as the computer that hosts the BlackBerry Monitoring Service. If the messaging server requires SMTP authentication, you must specify the name and password of a user account with the appropriate SMTP permissions in the BlackBerry Monitoring Service console. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. 2. Click Click Edit configuration. 4. Add the SMTP settings for the messaging server. 5. To test the SMTP settings, send a test message. a. In the Test address field, type your address. b. Click Test . c. Check the inbox of your account to confirm that the BlackBerry Monitoring Service sent the test message. 6. Click Save. Configure the BlackBerry Monitoring Service to send SMS text messages To send notification messages as SMS text messages from the BlackBerry Monitoring Service to contacts, you must connect a wireless modem that supports the AT command set to the computer that hosts the BlackBerry Monitoring Service. The BlackBerry Monitoring Service is designed to detect a modem after you connect it to the computer that hosts the BlackBerry Monitoring Service. You cannot use a BlackBerry device as a modem to send SMS text messages. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. 2. Click SMS. 3. In the Device drop-down list, click the modem. 4. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message. 28

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