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Changing
the profile of an eG user
The CHANGE USER PROFILE page depicts
how the profile for an existing user can be modified. To access this page, click on the Modify option in the User Management sub-menu of the Configure menu. It is mandatory to fill all the fields in this page.
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You cannot modify the User authentication mode.
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The role assigned to the user will be displayed
in the User role list box. Care should be taken while modifying the role assignment.
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If Local authentication applies to the user, you can make changes
to the password of the user available in the Password
text box . Also, retype the new password in the Retype password text box
for confirmation.
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One more added feature of the eG Enterprise suite is that it checks the validity of the user. A user is granted permission to monitor the services associated with him/her only for a stipulated period of time. Clicking on the Calendar button next to the Expiry date label will result in the display of a calendar
from which the administrator can choose the validity date for a new
user. Beyond this date, the user is regarded as an invalid user. Optionally, you can click on the No Expiry check box, if a new user has to remain valid for an indefinite period of time.
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eG Enterprise
has the ability to periodically monitor various eBusiness infrastructure services
and detect anomalies that occur. For such anomalies, eG Enterprise sends alarms to
the monitor users by email/SMS. The alarms are categorized as critical, major, and minor based on the
priorities configured by an administrator. 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 to receive alerts by email / SMS. For instance, if the user chooses Citical, he or she would receive critical priority alarms alone and not the other types. If no alarm priority is chosen, then the eG Enterprise system automatically assumes that email/SMS alerts need not be sent to the user being created. In such a case therefore, the other related fields, such as Mail sender, Mail ID/Mobile
number, Escalation mail ID, Type of notification, and Message mode will no longer appear in this page.
- By default, eG Enterprise sends email alerts from the Admin mail ID configured in the MAIL/SMS SETTINGS page in the eG administrative interface. In MSP environments typically, different support groups are created to address performance issues relating to different customers. Sometimes, a particular support group could be maintaining multiple customer infrastructures. These support groups might prefer to receive problem intimation from customer-specific mail IDs instead of the global admin mail ID, so that they can instantly identify the customer environment that is experiencing problems currently. Moreover, this way, every support group will be enabled to send status updates on reported issues directly to the concerned customer, instead of overloading the admin mailbox. To facilitate this, the MAIL/SMS SETTINGS page allows the administrator to configure multiple Mail sender IDs - normally, one each for every customer in case of an MSP environment. Moreover, while creating a new user, the administrator can select one of these configured sender IDs from the Mail sender list to the new user, so that all email alerts received by the user are generated by the chosen ID only. Moreover, the Admin mail ID specified in the MAIL/SMS SETTINGS page will also be added to the the Mail sender list in this page, and will be the default selection.
- If one/more alarm priorities are chosen from the Alarms by mail/SMS, then specify the
mail id(s) / mobile number(s) to which these alarms have to be sent in the Mail ID/Mobile
number text box. Multiple mail ids
/ mobile numbers can be
specified as a comma separated list.
When
multiple mail IDs are specified, an administrator can specify which
mail address(es) need to be in the To: field of the mail alarm and
which ones should be in the Cc: and Bcc: fields. Multiple mobile numbers on the other hand can be specified as a comma-separated list in the To: field alone.
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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 suite, 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 user - i.e., each user in the eG Enterprise system is associated with multiple levels of managers. When an alert that has been sent to a user 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 section is where the different levels of escalation need to be specified.
A comma-separated list of mail IDs/mobile numbers can be specified against 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 '+' sign that appears at the end of the Level 1 text box. This way, issues that remain unresolved even at LEVEL 1 will be escalated to LEVEL 2 and so on. You can create upto 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.
To configure the duration beyond which the eG Enterprise system needs to escalate a problem to the next level, do the following:
Similarly, you can also indicate the type of problems that need to be escalated. To achieve this, do the following:
- Edit the eg_services.ini file (in the {EG_INSTALL_DIR}\manager\config directory).
- Next, specify a comma-separated list of alarm priorities against the AlarmEscalationType parameter in the [MISC_ARGS] section of the file.
[MISC_ARGS]
AlarmEscalationType=High,Medium
Note:
For this configuration to work effectively, the AlarmEscalationType specification should be the same as or a subset of the Alarms by mail/SMS setting in this page. For example, if a user is configured to receive email/SMS alerts for Critical issues only and the AlarmEscalationType parameter is set to Medium,Low, then the Critical alerts will not be escalated at all. However, if the AlarmEscalationType is set to High,Medium,Low, or simply High, then the Critical alerts will be escalated.
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The Type of notification choice governs the contents of each alarm report sent by the
eG system to the user. If the user chooses the
New option, information about any recently added alarms alone are sent to the user. If the
Complete List option is chosen, the entire list of currently outstanding alarms are sent to the
user.
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The
Message mode section
governs the format in which alarm messages are sent to the user.
Choosing the Html option results in the alarm report being sent
in HTML format as an email attachment. On the other hand, the Text
option results in the alarm report being generated as ASCII text.
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By default, all alerts generated by the eG Enterprise system are based on the eG manager's time settings. However, in an infrastructure that spans multiple geographies, users who are responsible for the proper functioning of servers in a particular geography (or time zone) may want to receive email alerts pertaining to those servers in their local time zone. To ensure this, you now have the option of configuring a time zone for a new user. The Time zone list in this page displays a wide variety of time zones to choose from. By default, the manager's time zone is displayed here, indicating that, by default, email alerts are generated based on the manager's time settings. However, in case of target environments that are spread across multiple time zones, you may want to associate a different Time zone with every user, so that email alerts sent to a user report problems based on that user's time settings, and not the manager's. In such a case, select the required Time zone from the list. Once such a user is created, all subsequent email alerts that the user receives will report problems based on that user's Time zone settings only.
Note:
While configuring a time zone, remember the following:
- The Time zone> specification applies only to email alerts and not SMS alerts.
- When normal mails are generated by the eG manager, the Start Time displayed in such mails will also be based on the Time zone setting for the corresponding user.
- If a user is configured to use multiple email IDs (i.e., a comma-separated list of mail IDs has been provided in the TO, CC, and/or BCC columns), then the Time zone specification for that user applies to all the configured email IDs. In other words, every user can have a separate Time zone, but every mail ID configured for a user cannot have a separate Time zone.
- When mail alerts are being escalated, the time zone settings will be derived from the user account that the alarms pertain to. In other words, each escalation level will NOT have a separate time zone - the time zone setting for the user account will apply to escalated mails as well.
- Any alerts generated by the eG manager to report an unusual situation with the eG manager itself (e.g., database not working, agent not running, etc.) will not be affected by this time zone settings. All such alerts will be generated in the eG manager's local time zone setting.
- Time zone changes made on the primary manager will be reflected on the secondary manager as well.
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By selecting one or more options provided against the Alarm display field, you can associate specific alarm priorities with the user being created. When this user later logs into the eG monitor interface, alarms of the chosen priorities alone will be displayed in the current CURRENT ALARMS window of the monitor interface.
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Using
the Remote control option, you can indicate whether the remote
control capabilities are to be switched on for the new user. This
capability, when enabled, allows monitor users to remotely manage and
control servers from a web browser itself. By default, this capability
will be Disabled for a new user. To enable this capability for
a particular user, select the Enable option.
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To allow the new user to delete alarms from the CURRENT ALARMS window in the eG monitor interface, select the Yes option from the Allow alarm deletion section.
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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:
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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 from the Allow alarm acknowledgement section in this page.
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eG Enterprise allows administrators to assign specific segments/services/components/zones to a new user for monitoring. If one/more other existing users share the same assignment, then you can automatically associate all the infrastructure elements chosen for one user with other users to the eG Enterprise system. To achieve this, first select the Auto-associate segments/services/components/zones to other users check box. Doing so invokes a Available users list from which you can select the users to whom the same set of segments/services/components/zones need to be assigned.
Note:
The Auto-associate segments/services/components/zones to other users option will appear only when the User role chosen allows access to Limited components in the monitored environment. If the role chosen allows Complete components access, this option will not appear.
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To modify the segments/services/components/zones to be associated with the new user, click the Next button in this page.
Note:
You will be able to associate segments/services/components/zones to the new user, only if the User role chosen for the user allows access to Limited components in the monitored environment. If the role chosen allows Complete components access, this option will not appear.
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