USER PROFILE

This page depicts how the profile of the current user can be modified. This page can be reached by clicking the icon present in the right top corner of the eG user interface.

By default, the USER PROFILE drop down window shows the current settings of the user. The User ID text box displays the current login ID of the user. The Alarms by Mail/SMS section highlights whether the user is entitled to receive a combination of Critical/Major/Minor alerts generated in the monitored environment. If the user has pre-configured to receive the alerts in his/her email ID/Mobile, then the To field displays the email ID/Mobile number of the user. If the user has configured the alternate email IDs to send the alerts then such email IDs will be populated in the CC and BCC fields. Users can choose the default page that should appear upon navigating to the eG monitoring console. By default, the Default radio button is chosen indicating that the Infrastructure Overview page will appear by default. users can choose any page from the list mentioned in the Set Monitor Home section. Clicking on the Dashboard Templates radio button will populate the list of pages related to the Dashboards offered by eG Enterprise. By default, the Availability/Health Monitoring template will be chosen from this list. If the user has not configured any of the above, then he/she can configure the same from this window and click the Submit button. If the user wishes to edit his/her profile, then, he/she can click the Edit Profile link in this page.

Upon clicking the Edit Profile link in the USER PROFILE drop down window, the USER PROFILE page appears using which users can edit their profile.

• Using this page, the user is allowed to change his/her password. To provide a new password, the user should specify the Existing Password and then specify a password in the New Password text box. To confirm the password, it is necessary to enter the new password in the Confirm New Password text box.

• Alarms by Mail / SMS: The eG manager is capable of alerting users as and when problems occur. The alarms are classified into Critical, Major, and Minor. By choosing one or more of the check boxes corresponding to the Alarms by Mail /SMS field, a user can indicate his/her preference in terms of the priority of problems for which he/she wishes critical priority alarms alone and not the other types. If no alarm priority is chosen, then the user will not receive alerts by email / SMS.

• Mail ID/Mobile No: If the user needs to receive the alerts in his/her email ID/Mobile, then he/she can do so by specifying his/her email ID/Mobile number in the To field. The user can also configure alternate email IDs to which the alerts should be sent by specifying the email IDs in the CC and BCC fields.

• Type of Notification: By choosing the New option, an administrator can indicate to eG Enterprise that when alerting a user via email/SMS, the system should send the details of newly added alarms only. On the other hand, if the Complete option is chosen, the user will receive a complete list of current alarms every time a mail/SMS message is generated.

• Message Mode: This option governs the format in which an alarm is reported in an email message. If the HTML option is chosen, the alarm details are formatted as HTML text whereas the Text option formats the alarm details as plain text.

  Note:

  If HTML is chosen as the Message Mode, then alarms sent by mail will carry a hyperlink named HOME at the right top corner. The destination of the hyperlink can be configured using the eg_services.ini file in the <EG_ INSTALL_ DIR>\manager\config directory. The [MISC_ ARGS] section of the eg_services.ini file contains a MailHomeURL parameter that is left blank by default. In this case, clicking on the HOME link will connect you to the eG manager and open the login screen. By providing a specific URL against MailHomeURL, you can ensure that monitor users are lead to the specified URL upon clicking the HOME hyperlink.

• Include Measure Details in Mail Alerts: By default, the No option is chosen from the Include Measure Details in Mail Alerts list, indicating that the email alerts to a user will not include any measure details. However, if you want the email alerts to a user to include a time-of-day graph of the problem measure plotted for the last 1 hour (by default), then, pick the Graph option from this list. If you want the email alerts to a user to include the data plotted in a 1-hour measure graph, then, pick the Data option from this list.

• Allow delete alarms: To allow the new user to delete alarms from the CURRENT ALARMS window in the eG monitor interface, select the Yes option against the Allow Delete Alarms field.

• Allow alarm acknowledgement: Optionally, specific users can be configured to acknowledge an alarm displayed in the eG monitor interface. By acknowledging an alarm, a user can indicate to other users that the issue raised by an alarm is being attended to. In fact, if need be, the user can even propose a course of action using this interface. In such a case, a user with Admin or Supermonitor privileges (roles) can edit the acknowledgement by providing their own comments/suggestions on the proposed action. The acknowledgement thus works in three ways:

  • Ensures that multiple members of the administrative staff do not unnecessarily invest their time and effort in resolving a single issue;
  • Serves as a healthy forum for discussing and identifying permanent cures for persistent performance ills;
  • Indicates to other users the status of an alarm

  To enable the alarm acknowledgement capability for the new user, select the Yes option against the Allow alarm acknowledgement field.

• Escalation mail ID / mobile number: To ensure the continuous availability of mission-critical IT services, it is essential that problems be detected at the earliest and remedial action be initiated immediately. Naturally, the performance of an IT operations team is assessed by its ability to proactively isolate problems and by the speed with which the identified issues are fixed. As most IT operations teams are required to support strict service level guarantees, problems that remain unnoticed or unresolved for long periods of time could result in service level violations, warrant severe penalties, and ultimately even impact the reputation of the service provider.

  The eG Enterprise, with its patented correlation technology and its multi-modal (email/SMS/pager/console) problem alerting capability accurately identifies potential issues in the monitored environment, and intimates the concerned IT operators before any irredeemable damage is done. To enable IT managers to proactively track the performance of their operations teams, eG Enterprise also includes a time-based alarm escalation capability. With this capability, when a problem remains unresolved for a long time period, the eG Enterprise manager automatically escalates the alarm to one or more levels of IT managers. The alarm escalation is based on a pre-defined escalation period, which is configured by the administrator of eG Enterprise.

  The escalations are personalized for each tenant - i.e., each tenant in the eG Enterprise system is associated with multiple levels of managers. When an alert that has been sent to a tenant is not resolved within the escalation period, the alert is forwarded to the first level of management. If the problem remains unresolved for another escalation period, the second level of management is informed, and so on. By hierarchically escalating problems to IT managers, eG Enterprise ensures that the management staff stays informed of the state of the mission-critical IT services they control, and that they can intervene in a timely manner to ensure quick and effective resolution to key problems.

  The Escalation mail ID /mobile number section of this page is where the different levels of escalation need to be specified. A comma-separated list of mail IDs/mobile numbers can be specified for the Level 1 field to indicate the first level of escalation. You can, if you so desire, define additional support levels by clicking on the Add Level button. This way, issues that remain unresolved even at Level 1 will be escalated to Level 2 and so on. You can create up to a maximum of 5 escalation levels. To delete a newly added level, click on the ‘-’ sign at the end of the corresponding Level text box.

  Note:

  Alarm escalation will work only if you configure the following:

  • The duration beyond which the eG Enterprise system needs to escalate a problem to the next level
  • The alarm priorities to be escalated

  Both these parameters can be configured using the ALARM ESCALATION section in the MAIL/SMS ALERT PREFERENCES page that appears when the Alert Settings option is selected from the Mail Settings menu of the Alerts tile.

  Note:

  By default, where multiple levels of escalation are configured, the eG manager does not consider the changes that may occur in the priority of an alarm between two levels of escalation. For instance, if the priority of an alarm changes from Major to Critical after the first level escalation alert is sent, the second level escalation alert will be sent for the Critical alarm only. Recipients of the second level escalation alerts will hence have no knowledge of the original state of that alarm. Similarly, recipients of the first level escalation alerts will not know that the alarm priority has changed. In the absence of complete problem information, the recipients of escalation alerts may not be able to perform effective problem diagnosis and provide accurate solutions. To avoid this, you can now configure the eG manager to reset escalation levels if a state transition occurs. This way, if the alarm priority changes after the first level escalation, the escalation cycle will begin all over again - i.e., escalation alerts related to the modified alarm will first be sent to the first level recipients and then the next level and so on.

• Set Monitor Home: By default, the Default option is chosen from this section indicating that the Infrastructure Overview page appears as the home page of the eG monitoring console - i.e., as soon as a user logs into the monitoring console, the Infrastructure Overview appears as the first page by default. eG Enterprise however, allows administrators to set any page they deem fit as the Monitor Home Page for individual users to the eG monitoring console. This way, every user, upon logging into the eG monitor interface, is enabled to view straight up the information that interests him/her the most, thereby saving time and minimizing the mouse clicks that may be required to navigate to that information! The home page preference is typically driven by the monitoring needs of specific users and the roles assigned to them. For instance, a service manager, who is responsible for minimizing/eliminating service outages, would want to know on login how all the critical services in the environment are performing currently, and which services are in an abnormal state. For this purpose, administrators may want to set the Service List as the home page of such users. Choosing the Domain dashboard option in the Set Monitor Home section enables the users to set a dashboard of their interest as the Monitor Home page.

• Refresh Frequency: Indicates how often the web pages of the eG monitor module need to be refreshed. By default, this is set to 60 seconds.

• Date format to be used: The default date format for the eG user interface is MMM dd, yyyy. This date format can be changed depending upon the country in which the user being created lives, by selecting a different format from the Date format list. Whenever this user logs in, the eG user interface will display dates in the chosen format only. This is particularly useful in MSP environments, where customers of the MSP could be separated by geographies and may require performance and problem reports of their hosted enivonments to be delivered in the date format that applies to their geography.

• Default language: The eG manager provides multi-language support, but the default language is ‘ENGLISH’. To configure the eG manager to support a different language by default, select the language of your choice from the Default language list.

• Time Zone: eG Enterprise is often deployed to manage servers in different geographies and time zones. For example, a large enterprise may have a central eG Enterprise management console to which agents from different locations can be reporting. In a managed service provider environment, multiple customer infrastructures can be monitored from the same eG manager. In such situations, users (administrators in different geographies, customers of an MSP in different regions) prefer to see the performance metrics reported in their respective time zones. eG Enterprise allows time zones to be associated to each user’s profile. By default, all users are associated with the local time zone of the location where the eG manager is hosted. However, an administrator can change the time zone preferences of a user to suit that user’s requirements. For this, when creating a user profile, the administrator can pick a Time zone for that user. When that user logs into the eG Enterprise console, all the metrics, alerts, and reports that the user accesses will be displayed in the respective local time zone. This new capability ensures that eG Enterprise users receive a completely ‘local’ experience, regardless of which part of the world the eG manager is located in.

• Themes: eG Enterprise has a refreshing new user interface. Designed based on Web 2.0 concepts, the eG Enterprise interface is visually appealing, easier to navigate, intuitive, and fluid. The interface is designed to be pleasing on the eye, to be easier to navigate, so that users can get to the tasks they need to perform faster, and to function well over local and wide area networks and on any device (including tablets and big screens). A clear separation between the visual representation and the data that is rendered ensures that only changes in data values are sent over the network, leading to bandwidth optimization. Users can now choose between a light and dark color theme based on their tastes for all the modules offered by the eG Enterprise. For example, if the user wishes to choose a dark theme for the monitor module, then he/she may click the Light button below the Monitor option.

• Personalize Logo for: Each user of the eG Enterprise system is allowed to configure a custom logo that is displayed in the eG user interface on all the modules. This way, different users can see different logos in the eG user interface. Accordingly, the user can set a different logo for the login screen and set another logo for the different modules offered by the eG Enterprise system. By default, the Default option is chosen from the Login Page. If you choose Custom option from this list, then an Upload button appears. Clicking the Upload button opens the FILES TO BE UPLOADED pop up window using which you can upload the image of your choice. In the Custom Logo text box, Specify the full path to the image file to be uploaded using the Browse button therein and click the Upload button.

  Similarly, you can upload a custom logo for the Admin/Monitor consoles of the eG Enterprise system.

• Configure Proxy Server Details: By default, the eG agent will communicate directly with the eG manager. However, in some environments, the eG agent may be required to communicate with the eG manager via a Proxy server. To enable the eG agents to communicate with the eG manager via a Proxy server, set the Do you want your eG Agents to communicate with the eG Manager via a Proxy server? flag to Yes. Provide the IP/host name and port number of the Proxy server that the eG agent should use in the Proxy Server IP/Hostname and Proxy Port text boxes, respectively. If the Proxy server requires authentication, then set the Does the Proxy server require authentication flag to Yes. If the Proxy server requires authentication, then specify the credentials of a valid Proxy user against the Username and Password text boxes. Confirm that password by retyping it in the Confirm Password text box.

• 2-Step Verfification: eG Enterprise supports two-factor authentication - a.k.a two-step verification - for validating user logons to the eG management console. This requires the user to validate with a unique code in addition to user name and password. By default, this section will appear only when two-step verification is enabled in the 2-STEP VERIFICATION page that appears when navigating through the menu sequence: Admin -> Settings -> Manager -> 2-Step Verification.

  Here, the user can set the Enable 2-Step Verification? flag to Yes. Then, using the One-Time Password (OTP) flag, the user needs to indicate how they want the OTP/verification code to be generated and sent to them - via email? or via Google Authenticator? If this flag is set to Receive via email, then the user should make sure that his/her profile is configured with an email ID. If this flag is set to Generated via Google Authenticator, then the user has to ensure the following:

  • An email ID has to be configured in the user's profile in the eG Enterprise system;
  • The Google Authenticator app has to be installed on the user's mobile phone/desktop, and should be configured to generate the OTP/verification code.

Clicking the Save option will save the changes made to the user profile.

Clicking the Configure Daily Emailer button will lead you to the CONFIGURING DAILY REPORT EMAILER pop up window.

Note:

• By default, all users with access to the eG monitor interface can modify his/her profile using the PROFILE menu option. Accordingly, the ShowMonitorProfile flag in the [MISC_ARGS] section of the eg_services.ini file (in the {EG_INSTALL_DIR}/manager/config directory) is set to Yes by default. However, if due to security owes, IT administrators decide to restrict other monitor users from changing their profile, they can do so by setting the ShowMonitorProfile flag to No. This ensures that the PROFILE menu option is hidden for all users other than the ones who are assigned the Admin role.

• By default, the password and e-mail/mobile no. settings in the USER PROFILE page are editable. However, for security purposes, if the password and e-mail/mobile no. settings need to be rendered non-editable, then, do the following:

  • Open the eg_services.ini file (in the {EG_INSTALL_DIR}/manager/config directory).
  • In the [MISC_ARGS] section, set the EditPassword flag to No (default is Yes). This will make sure that the Password field no longer appears in the USER PROFILE page.
  • Similarly, set the EditMailId flag to No (default is Yes). Once this is done, the Mail ID / Mobile No. and all related information such as the Type of Alarms, Type of Notification, and Message Mode will just be displayed in the USER PROFILE page, and cannot be edited.
  • If no Mail ID / Mobile No. was specified even during user creation, then setting the EditMailId flag to No, will display None against the Mail ID / Mobile No. field. In such a case, related information such as the Type of Alarms, Type of Notification, and Message Mode will not appear in the USER PROFILE page.