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Introduction

The OCC Alert Reporting is indended as a kind of health check for the OCC. It provides various out-of-the-box key figures that help you to determine the workload for the OCC during a certain time span and whether or not the OCC was able to handle the workload.

The OCC Alert Reporting can be accessed from the Solution Manager Launchpad.

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This tile opens a new window for the OCC Alert Reporting. The OCC Alert Reporting can also be accesses from the area System and Application Monitoring in the launchpad.

Content of the OCC Alert Reporting

The screen is organized in default and custom pages, which can be switched on the left hand side of the screen.

 

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By default there is displayed the overview page containing four or six pie charts depening on the selected data source.

  • Pie charts for key figures
    • Number of alerts per status
    • Number of alerts per alert processor
    • Number of confirmed alerts with or without incident
    • Number of alerts per confirming user
    • Number of confirmed alerts per confirmation classification
    • Number of confirmed alerts per confirmation category

 

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The second default page is showing up six or eight table charts depending on the selected data source.

Table charts for key figures:

  • Number of alerts
  • Number of alert instances
  • Maximum duration until alert confirmation (in minutes)
  • Average duration until alert confirmation (in minutes)
  • Number of confirmed alerts with/without incidents
  • Number of alerts with manually created incidents
  • Maximum alert response times (in minutes)
  • Number of alerts with automatically created incidents


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To drill down a table chart entry by date/month click on the respective line. 

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The central filtering for all key figures can be done for all alerts nevertheless whether they are assigned to a business process context (according to the Solution Documentation structure) or not. The selected context can be seen directly on top of each page. 

To change the Solution Context or the Technical Context click on the button with the dart icon in the top right corner of the screen.

NOTE: The solution context selection requires one radio button to be selected. 

To leave the selection popup without selection, click Esc.

These filtering criteria are impacting how many data is loaded to the frontend - meaning that its selectiveness influences the performance of the backend system accesses.

 

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If you want to change the date horizon of the displayed key figures, hit the button with the calender page icon in the top right corner of the screen. Initially always the current day is chosen as horizont. The selected horizon can be seen on top of each page directly after the selected context. 

 

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Filter and display options of all table chart entries loaded to the frontend already can be found in the configuration panel opening up when clicking on the button with the technical wheel icon on the right hand side of the screen. 

NOTE: The Managed Object table display filter does not require wildcards '*' . After you have entered a Managed Object name or a part of it, confirm with ENTER to apply the diplay filter to the screen.

Above the table display settings in the configuration panel you have the possibility to switch the data source. 


In the following, the different sections are explained in detail.

Alert Selection from Backend System

The alert selection criteria (not the table display settings) are persisted per user.

General Selection Criteria

  • Alert Creation Date Range - Time span for the alert creation. Use the pre-defined time spans. You can also use a free date selection (see the chapter "Advanced Usage").
  • Data Source - The data can be loaded from the Alert Store (just-in-time reporting) or the Business Warehouse (in case the reporting timeframe exceeds the lifetime of the alerts in the alert store).

Selection of Alerts assigned to Solution Context 

The following selection criteria are available for BPMon alerts:

  • Solution-Branch - Solution/Branch for which alerts should be evaluated
  • System Role - System role relevant for the reporting (e.g. should the alerts for the QAS systems or the PRD systems be displayed)
  • Site - Site for which alert should be evaluated
  • Context - Business Process context relevant for the evaluation

The following drill-down option is available for BPMon alerts:

  • System - Flag this if you want to see the system information in the Key Figure Tables

Selection of Alerts within a Technical Context 

The following selection criteria are available for all alerts:

  • Managed Object Type - To do the analysis for all alerts of a specific managed object type, e.g. database alerts
  • Alert Category - To do the analysis for all alerts of a specific alert category, e.g. alerts related to performance

The following drill-down option is available for all alerts:

  • System - Flag this if you want to see the system information in the Key Figure Tables
  • Alert Name - Flag this if you want to see the alert names in the Key Figure Tables. This table column is especially usefull for those alerts without solution context assignment

Custom Pages

All key figure charts can be selected, resorted and resized on custom pages. To create a custom page hit the + button on the left hand side of the screen and fill out the personalization panel on the right hand side ot the screen. Drag available key figures from the list in the panel and drop them to the page screen. 

Save your settings afterwards to persist them. 

NOTE: The drill down settings cannot be persisted.

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Key Figures can be inserted also several times. This may help to do certain interactive comparizons, such as seen in the above screen shot.

Key Figure Pie Charts

In case that the entered selection criteria are not too restrictive, for both data sources, BW and Alert Store, the following key figures are displayed as pie charts:

Key FigureDescriptionBWAlert Store
Number of Alerts per StatusThis key figure displayes the number and distribution of alerts that were created within the defined time span and that are currently in one of the following status:
  • open           - meaning the alert has occured an no-one has taken any action yet
  • confirmed   - meaning the alert has been solved
  • transferred - meaning the alert has been forwarded to the Incident Management process and the related incident is not yet solved
  • in process  - meaning that someone is currently working on the alert

The key figure tells how high the workload for the OCC was in the specified time span and shows whether the OCC was able to handle the workload.

 yes
Number of Alerts per Status

When accessing the key figure "Number of Alerts per Status" from BW the status is derived from the assignment of an alert processor and confirmor.

  • open                               - meaning the alert has no processor and not confirmor
  • in process                       - meaning the alert has beend assigned to a processor, but there is no confirmor, yet
  • automatically confirmed  - meaning the alert has a confirmor, but no processor had been assigned
  • manually confirmed         - meaning the alert has a processor assigned and a confirmor is entered
yes  
Number of Alerts per Processor

This key figure displays the number and the distribution of alerts that are currently assigned to a processor. The key figure considers alerts of all status - not only status "in process". It tells you how the workload within the OCC was distributed and whether there is improvement potential for the workload distribution.

Per default, only anonymized information about the alert processors is displayed. If you want to see the clear names of the alert processor and this is legally allowed in your country, this is possible via additional authorization.

The pie displayed for processor "N/A" (='not assigned) represents the number of alerts that have not been assigned to a processor.

yesyes
Number of Alerts with/without Incident

This key figure displays the number and distribution of confirmed alerts, depending on whether an alerts has been confirmed with manual incident, with automatic incidents or without incident. This tells you whether you were able to prevent incidents via the OCC. Ideally, goal of the OCC should be to reduce incdent load, so alerts that are confirmed without incident give you an indication as to whether incidents were prevented. Additionally, this tells you how well the standard operating procedures for the OCC are documented. If you have many manually created incidents for alerts, this indicates that the standard operating procedures were not sufficent to solve the alert and may have to be improved.

Note: When accessing the data from the Alert Store the number of alerts with incidents is split up into manually and automatically created incidents.
yes  yes
Number of Alerts per ConfirmorThis key figure displays the number and distribution of alerts confirmed per user. This key figure tells you how the workload within the OCC was distributed. The technical users performing the auto-confirm are mentioned explicitly. Per default, only anonymized information about the alert confirmers is displayed. If you want to see the clear names of the alert confirmers and this is legally allowed in your country, this is possible via additional authorization.yesyes
Number of confirmed Alerts per Confirmation Classification

When an alert is confirmed the alert shall be classified. This classification information is evaluated here.

The classification "N/A" (='not assigned') represents the number of alerts that have not been assigned to any confirmation classification.

  yes

Number of confirmed Alerts per Confirmation Category

When an alert is confirmed the alert shall be assigned to a confirmation category. In doing so it is possible to determine the number of false alerts. This category information is shown as a pie chart.

The category "N/A" (='not assigned') represents the number of alerts that have not been assigned to any confirmation category.

  yes

 

Key Figure Table Charts

The following key figure can be displayed as table charts:

Key FigureDescriptionBWAlert Store
Number of AlertsThis key figure table contains detailed information for the corresponding pie chart. It tells you whether the alerts were evenly distributed between the monitoring objects or whether there are some monitoring objects with a significantly higher number of alerts. This may indicate underlying problem and could trigger problem management procedures and improvement activities for these alerts. Improvement activities may include adjustements of the monitoring configuration.yesyes
Number of Alert Instances (Events)This key figure should be evaluated in combination with the number of alerts. Both the number of alerts and the number of alert instances should below for each monitoring object. Therefore, a high number for individual monitoring objects should trigger improvement activities.yesyes
Maximum Duration until Alert Confirmation (in minutes)Normally, alerts that occured should be solved in a timely manner. The duration until alert confirmation tells you how long it took to solve an alert, so this key figure tells you whether there are monitoring objects that had unusually long resolution times. This might indicate insufficient documentation of error hanlding procedure or more severe problems in the business process/application implementation and should trigger improvement activities to the monitoring concept or the business process / application implementation.yes for the last 7 days 
Maximum Duration until Manual Alert Confirmation (in minutes)This is a refinement of the key figure "Maximum Duration until Alert Confirmation", which is available for BW. Different from the key figure "Maximum Duration until Alert Confirmation" the evaluation is done only on alerts which have been confirmed manually. It reveals the real maximum processing times, by excluding alerts, which have been automatically confirmed by the system after a defined time span has passed. yes 
Average Duration until Alert Confirmation (in minutes)This key figure should always be considered in combination with the maximum duration until alert confirmation. It helps you identify whether most alerts for a monitoring object took long to resolve or just some.yes 
Average Duration until Manual Alert Confirmation (in minutes) This is a refinement of the key figure "Average Duration until Alert Confirmation", which is available for BW. Different from the key figure "Average Duration until Alert Confirmation" the evaluation is done only on alerts which have been confirmed manually. It reveals the real average processing times, by excluding alerts, which have been automatically confirmed by the system after a defined time span has passed.  yes
Number of Confirmed Alerts with/without Incidents

Normally, purpose of establishing an OCC is to achieve more stable operations. Ideally, this should result in fewer incidents created. All alerts are considered critical situations that would normally result in incidents. So to some extend, the number of alerts that were confirmed without incidents tells you the sucess of the OCC and the operations concept as they give you an indication about incidents that have been avoided by the monitoring concept.

Note: If the data are read from the Alert Store, the number of alerts with incidents is splitted up so that it is transparent, whether the alerts triggered the incident creation automatically or if the processor created the incident manually.

yesyes
Number of Alerts with IncidentsThis key figure tells you for how many alerts an incident has been triggered, both manually and automatically.yes 
Number of Alerts with Manually Created IncidentsIdeally, the OCC should be able to solve the alerts without manually creating incidents. So every manually created incident indicates that the operating procedures defined were not sufficient for solving the alert situation, therefore this number gives you some kind of indication about the quality of the implemented standard operating procedures and can help identify improvement potential for your monitoring concept. yes
Number of Alerts with Automatically Created IncidentsThis key figure tells you per monitoring object how many automatic incidents were created per monitoring object. Automatic incidents usually mean that for whatever reason during the monitoring implementation is was decided that these alerts should not be handled by the OCC. As there are different reasons possible for this (too much expertise required, missing error handling documentation) this key figure gives you an indication about further improvement potential for the monitoring concept. yes
Maximum Alert Response Times (in minutes)

Regardless of how long it takes the OCC to solve alerts, the initial response to the alert should be rather quick. This key figure measures how long it took for each monitoring object until an alert processor was assigned. This tells you whether the initial response time to alerts was as expected. 

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 yes

 

Every key figure table displays the available data. In case there is no data (e.g. if no alert was confirmed, there is no max. duration until alert confirmation), an empty table is displayed. In case the data can be meaningfully separated for yellow and red alerts, the red bars display the value for the red alerts and the yellow bars display the values for the yellow alerts. Via mouse-over you can always see the actual values, even if you have choosen not to display them in the table.

The monitoring objects in the tables are sorted by default descending, first by the first value, which is in most cases the number related to the red alerts, and afterwards by the second value, which is in most cases the number related to the yellow alerts. 

Drill Down per Day/Month

All table charts offer forward navigation via the bars to the trend for the respective reporting key figure and monitoring object (double-click on the bar).

This is loading and displaying the data for the managed object alert name combination drilled down by day or month. The switch between daily or monthly aggregation is done according to the lifetime of the daily alerts in BW. This is set in SOLMAN_SETUP in the housekeeping settings of the technical monitoring. By default the lifetime is 90 days.

Go back to the previous screen via the back icon, not via the back function of your browser,

Line Visibility Options for Table Charts

Filtering is based on the selected tab and the selected drill down options.

  • Alert Name - If Drill Down to Alert Name is set
  • Managed Object - String filter enables enhanced filtering functionality, e.g. all Managed Objects containing the string "ABAP"
  • System - Allows to restrict the display to one specific system, if drill down to system is set (see the description of the selection fields in this article)
  • Monitor - Allows to restrict the display to specific monitoring functions (e.g. all ABAP Dump Monitors should be displayed)

Column Visibility Options for Table Charts

In using the table display settings the table and the printout can be manipulated according to the needed data and screen format. 

  • Flag "Numbers"
    • Columns for the Alert Numbers will be displayed in the key figure tables.
  • Flag "System"
      • Columns for the System information will be displayed in the key figure tables.
  • Flag "Monitor"
    • Column with the name of the monitoring function will be displayed in the key figure tables.

Additional Functions

Via the respective icons you have the option to print the tables, print the pie charts and export the tables to MS Excel. Printing via an PDF Exchange server allows the creation of PDF download for the tables and pies. 

To get a useful printout, you may prepare the table charts via the display features described above.

FAQ

  • Question:
    We are using a third-party-connector to create incidents in an external incident management tool. Will these incidents be considered when displaying the number of incidents for BPMon alerts?
    • Answer:
      Yes. The coding counts the number of alerts where an incident number is contained in field "Incident_ID" and an incident type ("MANUAL" or "AUTO") are contained in field "Incident_Type". So you need to ensure that the external incident number and incident type are reported back to the alert to the correct fields (just writing the information into the comment field is not sufficient).
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