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10 Services

Overview

In the Monitoring → Services section the status of IT infrastructure or business services is displayed.

A list of the existing services is displayed along with data of their status and SLA. From the dropdown in the upper right corner you can select a desired period for display.

Displayed data:

Parameter Description
Service Service name.
Status Status of service:
OK - no problems
(trigger colour and severity) - indicates a problem and its severity
Reason Indicates the reason of problem (if any).
Problem time Displays SLA bar. Green/red ratio indicates the proportion of availability/problems. The bar displays the last 20% of SLA (from 80% to 100%).
The bar contains a link to a graph of availability data.
SLA/Acceptable SLA Displays current SLA/expected SLA value. If current value is below the acceptable level, it is displayed in red.

You can also click on the service name to access the Service availability report.

Here you can assess service availability data over a longer period of time on daily/weekly/monthly/yearly basis.

Viewing services

A list of the existing services is displayed.

Displayed data:

Parameter Description
Name Service name.
If the service has child services, they are indicated by a number after the name and the service name is a link to the child service list.
Status Service status:
OK - no problems
(trigger color and severity) - indicates a problem and its severity. If there are multiple problems, the color and severity of the problem with highest severity is displayed.
Root cause Underlying problems that directly or indirectly affect the service status are listed.
The same problems are listed as returned by the {SERVICE.ROOTCAUSE} macro.
Click on the problem name to see more details about it in MonitoringProblems.
Problems that do not affect the service status are not in the list.
SLA SLA of the service is displayed.
Tags Tags of the service are displayed. Tags can be used in configuring service actions.
Buttons

View mode buttons being common for all sections are described on the Monitoring page.

Using filter

You can use the filter to display only the services you are interested in.

Editing services

To configure a new service, click on the Create service button in the top right-hand corner.

The service listing in the edit mode is complemented with additional editing options:

  • - add a child service to this service
  • - edit this service
  • - delete this service

Two buttons below the list offer some mass-editing options:

  • Mass update - mass update service properties
  • Delete - delete the services

To use these options, mark the checkboxes before the respective services, then click on the required button.

Child service list

You can access the child-service list of a service by clicking on the parent service name.

To return to the list of all parent services, click on All services.

To see info about the parent service of the listed child services, click on the Info tab. To use the filter, click on the Filter tab.

The child service listing in the edit mode is complemented with additional editing options:

  • - add a child service to this service
  • - edit this service
  • - delete this service

Service configuration

The Service tab contains general service attributes:

All mandatory input fields are marked with a red asterisk.

Parameter Description
Name Service name.
Parent services Parent services the service belongs to.
Problem tags Specify tags to map problem data to the service:
Equals - include the specified tag names and values (case-sensitive)
Contains - include the specified tag names where the tag values contain the entered string (substring match, case-insensitive)
Tag name matching is always case-sensitive.
Sort order Sort order for display, lowest comes first.
Status calculation rule Rule for calculating service status:
Most critical if all children have problems - the most critical problem in the child nodes is used to color the service status, if all children have problems
Most critical of child nodes - the most critical problem in the child nodes is used to color the service status
Set status to OK - do not calculate service status
Mark the Advanced configuration checkbox below to configure additional status calculation rules.
Advanced configuration
Additional rules Click on Add to define additional status calculation rules in a popup window.
Set status to Set service status to either OK (default), Not classified, Information, Warning, Average, High or Disaster in case of a condition match.
Condition Select the condition for direct child services:
if at least (N) child services have (Status) status or above
if at least (N%) of child services have (Status) status or above
if less than (N) child services have (Status) status or below
if less than (N%) of child services have (Status) status or below
if weight of child services with (Status) status or above is at least (W)
if weight of child services with (Status) status or above is at least (N%)
if weight of child services with (Status) status or below is less than (W)
if weight of child services with (Status) status or below is less than (N%)
N (W) Set the value of N or W (1-100000), or N% (1-100) in the condition.
Status Select the value of Status in the condition: OK (default), Not classified, Information, Warning, Average, High or Disaster.
Status propagation rule Rule for propagating the service status to the parent service:
As is - the status is propagated without change
Increase by - you may increase the propagated status by 1 to 5 severities
Decrease by - you may decrease the propagated status by 1 to 5 severities
Ignore this service - the status is not propagated to the parent service at all
Fixed status - the status is propagated statically, i.e. as always the same
Weight Weight of the service (integer in the range from 0 (default) to 1000000).

The SLA tab contains SLA calculation attributes:

Parameter Description
SLA Mark the checkbox to enable SLA calculation and display.
The field next to the checkbox allows to specify SLA percentage that is acceptable for this service. Used for reporting.
Service times By default, all services are expected to operate 24x7x365. If exceptions are needed, click on Add to add new service times:
Uptime - service uptime
Downtime - service state within this period does not affect SLA.
One-time downtime - a single downtime. Service state within this period does not affect SLA.
Add the respective hours.
Note: Service times affect only the service they are configured for. Thus, a parent service will not take into account the service time configured on a child service (unless a corresponding service time is configured on the parent service as well).
Service times are taken into account when calculating service status and SLA. However, information on service availability is being inserted into database continuously, regardless of service times.

The Tags tab contains service-level tags.

The Child services tab contains services the service depends on. Click on Add to add a service from those that are configured.

Buttons
Clone the service.
When a service is cloned, its parent links are preserved, while the child links are not.